Metuchen Power Mower

Mrs [redacted] called us in March of and said that her mower was hard to startWe asked her if she ran her mower out of gas with fuel stable in it? She replied that she did notWe told that her old gas in the mower would gum up because of her not putting it away properly and that this would be the cause of her having trouble starting it.We told her that a tune up would fix this and she said to go ahead with the jobIt was serviced and brought back to her and we did not hear from her till August at which time her complaint was that the drive did not work and it was again hard to startWhen the mower came in we found a branch was jammed between the mower deck and the belt that makes it driveThe branch was removed and a new belt was installedThe hard starting problem was back again and when we dropped the bowl of the carb dirt was found in itWe had to blow out the fuel system again and after that the mower was easy to start and the power drive was workingA warranty on the mowers that we sell does Not cover routine maintenance Nor does it cover branches in the driveWe had to pick up the mower both times which also is not covered by the warrantyMy pick up man called her and she refused to pay for the serviceI spoke to her on the phone myself and explained what I have just written and she told me that I had "ripped off" some of her friends and she expected this from meI then told her that if I was going to deliver her mower back that it was C.O.Dand that I would not take a credit card or checkShe inferred on the phone that she would have canceled her charge to me if I would have taken it

Complaint: [redacted] I am rejecting this response because: It contains informationFirst of all, when they were waiting for the part to come in with the carb kit I was told that it would probably be covered under warranty I never refused to pay or say that I would cancel any charges Once again, this shows the integrity of this company If you check website reviews, you will see that they have pulled this numerous times and there have been complaints with other customers In addition, the owner, Benjamin told me that if I didn't want problems with a mower I should have bought a mower that cost more than $ Mind you, the complaint is that the carb should not have had issues within less than a year and a half First of all, this month, the owner accused me of using old gas After I informed him that I cut my grass twice a week and that the gas is in fact not OLD or sitting in the machine, he changed the story to that there was dirt in the carb This goes to show me that he was grasping for excuses and even failed to try to submit it for warranty due to the fact that his reimbursement from Toro would not have been what he could charge me In fact, the gentleman from his establishment that dropped my mower off informed me that these engines can not handle today's gas therefore wouldn't that be a warranty issue and failure on Toro's part? Regards, Catherine ***

Customer brought his mower in and was told that our service was $PLUS PARTS and if was any more than that he would be called with an estimateHis mower just needed a service which included rebuilding the carb and replacing the air filter a new spark plug and a quart of oilThis customer
choose only to hear the $and not hear PLUS PARTSThis has happened before and we always say ITS $PLUS ANY PARTS IN A LOUD VOICEA mower is like any machine and it cannot be fixed with out putting new parts into itWe explained to the customer this and he refused to understand thisThe breakdown of his bill is $labor, $for a carb kit, $for a quart of oil,$for a spark plug,$for an air filter and $for a pre air filter $for a fuel charge and $sales taxThere was nothing extra in his bill than what a service isWe will be sending him a certified letter very soon demanding storage charges starting 10/7/of $per dayIf he would like to pick up his mower we will only accept cash in the amount of $

Mrs. [redacted] called us in March of 2016 and said that her mower was hard to start. We asked her if she ran her mower out of gas with fuel stable in it? She replied that she did not. We told that her old gas in the mower would gum up because of her not putting it away properly and that this would be the...

cause of her having trouble starting it.We told her that a tune up would fix this and she said to go ahead with the job. It was serviced and brought back to her and we did not hear from her till August at which time her complaint was that the drive did not work and it was again hard to start. When the mower came in we found a branch was jammed between the mower deck and the belt that makes it drive. The branch was removed and a new belt was installed. The hard starting problem was back again and when we dropped the bowl of the carb dirt was found in it. We had to blow out the fuel system again and after that the mower was easy to start and the power drive was working. A warranty on the mowers that we sell does Not cover routine maintenance Nor does it cover branches in the drive. We had to pick up the mower both times which also is not covered by the warranty. My pick up man called her and she refused to pay for the service. I spoke to her on the phone myself and explained what I have just written and she told me that I had "ripped off" some of her friends and she expected this from me. I then told her that if I was going to deliver her mower back that it was C.O.D. and that I would not take a credit card or check. She inferred on the phone that she would have canceled her charge to me if I would have taken it.

Complaint: [redacted]
I am rejecting this response because:
It contains false information. First of all, when they were waiting for the part to come in with the carb kit I was told that it would probably be covered under warranty.  I never refused to pay or say that I would cancel any charges.  Once again, this shows the integrity of this company.  If you check website reviews, you will see that they have pulled this numerous times and there have been complaints with other customers.  In addition, the owner, Benjamin told me that if I didn't want problems with a mower I should have bought a mower that cost more than $500.00.  Mind you, the complaint is that the carb should not have had 2 issues within less than a year and a half.  First of all, this month, the owner accused me of using old gas.  After I informed him that I cut my grass twice a week and that the gas is in fact not OLD or sitting in the machine, he changed the story to that there was dirt in the carb.  This goes to show me that he was grasping for excuses and even failed to try to submit it for warranty due to the fact that his reimbursement from Toro would not have been what he could charge me.  In fact, the gentleman from his establishment that dropped my mower off informed me that these engines can not handle today's gas therefore wouldn't that be a warranty issue and failure on Toro's part?
Regards,
Catherine [redacted]

There was nothing on Mrs. [redacted] mower that we could warranty. Toro does not cover normal maintenance nor do they cover a branch in her belt. They do not cover pick up and delivery at all. From what we saw when we looked at her mower she was not maintaining it. From the tone of her letter she wants me to maintain it, remove the branches from her yard and pick it up and deliver it for free! The bottom line is that both times when she got her mower back it was working perfectly!

Review: I have dropped my non running lawn mower to "METUCHEN MOWER, INC" and asked them to check its health and see its repairable within the reasonable cost, Because if it very costly I would like to buy new one than get this fixed. I have been told that their will not be upfront cost and before doing anything you will be called to tell you the problem and based on your consent it will be repaired/serviced. Next day I got call that your lawn mower is fixed and you have to pay $101 to pay and pick it up. But when I mentioned that I have asked you guys to call me before fixing and that I got in writing the manager told me that I can't pick up the lawn mower until I pay the full money. I want to know why shall I pay if the contract I had was fix only based on my consent and call with estimates. I have the written proof of the same.Desired Settlement: I expect the job should have been done in $60-70 & not in $100.

Business

Response:

Customer brought his mower in and was told that our service was $60.00 PLUS PARTS and if was any more than that he would be called with an estimate. His mower just needed a service which included rebuilding the carb and replacing the air filter a new spark plug and a quart of oil. This customer choose only to hear the $60.00 and not hear PLUS PARTS. This has happened before and we always say ITS $60.00 PLUS ANY PARTS IN A LOUD VOICE. A mower is like any machine and it cannot be fixed with out putting new parts into it. We explained to the customer this and he refused to understand this. The breakdown of his bill is $60.00 labor, $14.95 for a carb kit, $5.00 for a quart of oil,$3.50 for a spark plug,$7.88 for an air filter and $1.96 for a pre air filter $2.00 for a fuel charge and $6.67 sales tax. There was nothing extra in his bill than what a normal service is. We will be sending him a certified letter very soon demanding storage charges starting 10/7/15 of $5.00 per day. If he would like to pick up his mower we will only accept cash in the amount of $101.96