Olsons Outdoor Power Equipment

MR [redacted] HAD HIS MACHINE HERE FOR A TUNEUP WE DID A COMPLETE TUNEUP ON HIS TRACTOR, REPLACED HIS BRAKE PADS, REPLACED BALD TIRES ON FRONT END WHEN THIS MACHINE WAS TESTED OUT HIS PTO CLUTCH WORKED FINE WE DID NOT HAVE ANY PROBLEMS WITH HIS DECK ENGAGING WHEN HE CALLED US UP WE SAID BRING IT IN AND WE WOULD LOOK AT IT AS SOON AS POSSIBLE MY MECHANIC FOUND THE ELECTRIC CLUTCH WAS BURNT OUT ELECTRIC CLUTCHES CAN BURN OUT ANY TIME LIKE EVERYTHING ELSE IT JUST HAPPENED TO BURN OUT IN HIS DRIVEWAY IF IT WOULD OF BURNT OUT HERE, WE WOULD OF INFORMED HIM THAT IS WOULD COST HIM $FOR A NEW CLUTCH PLUS INSTALLATION WHEN I TALKED TO MR [redacted] WE BOTH AGREED THAT I WOULD BE ABLE TO TALK TO HIM WITHOUT HIM TALKING OVER ME WHEN HE REPEATED HIMSELF OVER OVER ABOUT WANTING A NEW CLUTCH AND THAT I WAS RESPONSIBLE BECAUSE I WAS THE LAST PERSON TO HAVE HIS MACHINE, I FINALLY TOLD HIM THAT WE HAD NOTHING ELSE TO SAY AND THAT HE WOULD HAVE TO MAKE UP HIS MIND AND HAVE IT FIXED FOR THE PRICE QUOTED OR PICKUP HIS MACHINE

WHEN THESE MACHINES CAME IN WE WERE TOLD TO DO A TUNEUP AND GO OVER MACHINE. WHEN I TAKE IN A MACHINE I WRITE WORD FOR WORD. I'VE BEEN DOING THIS FOR OVER YEARS AND I KNOW BETTER THAN THATIF YOU WANT ONLY AN OIL CHANGE THAT IS WHAT YOU WILL GET. THE FIRST MACHINE HAD A TUNEUP
AND WE REBUILT THE CARB BECAUSE IT HAD ROTTEN GAS AND WOULDN'T STAY RUNNING. WE DONT CALL ABOUT CLEANING OUT CARBS AND PUTTING IN A CARB KIT BECAUSE YOU HAVE TO DO THIS FIRST BEFORE YOU FIND OUT IF IT WORKS OR YOU HAVE TO REPLACE CARB. IF WE REPLACE A CARB WE WILL CALL FIRSTWE DIDNT COME CLOSE TO EXCEEDING THE VALUE OF THE MACHINETHIS BILL WAS WITH PARTS AND LABOR $THE SECOND MACHINE I WAS TOLD THE SAME THING, DO A TUNEUP AND WE DIDTHE BILL WAS $95.33. WHEN HE PICKED UP HE MACHINES, THERE WASN'T A COMPLAINTHE PAID THE BILL. WE TOOK GOOD CARE OF THEM LIKE WE DO WITH ALL OUR CUSTOMERS. WHEN THEY GO TO USE THEIR MACHINES THIS YEAR THEY WILL WORK LIKE THEY SHOULD Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
***'s Outdoor Power has again responded with an insulting and condescending message This is not the type of response I would expect from an "A+" rated Revdex.com company The point of this is to try and resolve the complaint Obviously, we have two different positions on this I understand your position, however I do not agree with it If I took my vehicle in to the dealer to have my four wheel drive worked on and they gave it back with a blown transmission, I would fully expect that the dealer would fix it at no cost to me since it worked at the time I dropped it off(Even though they didn't do any work on the transmission itself) A representative for Braeger Chevrolet agreed with this position.
When the initial conversation over the part occurred, I was very upset I was even more irritated when the employee kept talking over me and kept cutting me off when I tried to explain my position I did raise my voice and asked that she stop talking over me I had to repeat myself multiple times because she refused to acknowledge what I was sayingDuring the conversation, I did listen to her argument I just don't agree with it The phone call ended with her hanging up on me
It is unessessary and unprofessional to be insulting in your response I do understand what you are saying However if I agreed with you, this complaint would not be on going In addition, the customer service issue has never once been addressed I have yet to see any comments on how rude your employees were in handling this
In regards to your wife I did speak with her when I picked up the machine She did not identify herself at anytime She located my paperwork and when she noticed that there was a Revdex.com complaint attached, she said, "A Revdex.com complaint; what happened with that?" I responded to her by calmly saying that the complaint was still on going She did not ask any more questions, nor did she try to further engage in conversation I said a pleasent "thank you" and left She was very friendly and helpful; a first for me in my experience with ***'s
I'm not sure why you are accusing me of being rude, especially since you were not there at the time If I came off as being rude, that was not my intention and I offer a sincere apology That is more than I have ever been offered by ***' Outdoor Power
Regards,
*** ***

I'VE SENT RESPONSES IN ALL MY RESPONSES I MADE IT CLEAR THAT ***'S OUTDOOR POWER
IS NOT RESPONSIBLE FOR SOMETHING WE DID NOT WORK ON I'M NOT SURE HOW YOU CANT UNDERSTAND
THIS MY WIFE TRIED TO TALK TO YOU FACE TO FACE WHEN YOU PICKED UP YOU MACHINE AND CHOSE
NOT TO TALK I THINK SHE DESERVES AN APOLOGYYOUR COMPLAINT IS THE SAME AND OUR RESPONSE
IS THE SAME ALL TIMES WHAT PART OF THIS DON'T YOU UNDERSTAND?
We have responded to the customer service issue , the strange part is that he did all the talking and didn’t let us even speak.My wife had to request him to give her a chance to talk but that didn’t work as stated in our responseWhen he picked up his machine my wife wanted to speak to him and he responded very rudely to her once again

Revdex.com: I disagree with there statementI brought the snow machines in asking for an oil changes on both and to have the smaller machine looked at too see if anything might be an issueI left and there was no contact with *** until I called two days before the first snow of the seasonI was told I would get a call when they were doneI got the call a few days later and was told the cost, I nearly soiled myselfI explained that was a lot they said tune ups were scheduledI again disagreed but I needed my machines and just was goin to pick them up. One me thing that was strange was the larger machine is only months old and should not need any service and a mechanic should have realized that and no work should have been done or chargedThat stands out to me like things are just moved through the shop and charge the most possible
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

MR. [redacted] HAD  HIS MACHINE HERE FOR A TUNEUP .   WE DID A COMPLETE TUNEUP ON HIS TRACTOR, REPLACED HIS BRAKE PADS,
REPLACED BALD TIRES ON FRONT END.  WHEN THIS MACHINE WAS TESTED OUT HIS PTO CLUTCH
WORKED FINE.  WE DID NOT HAVE ANY PROBLEMS WITH HIS DECK ENGAGING. ...

WHEN HE CALLED US UP WE SAID BRING IT IN AND WE
WOULD LOOK AT IT AS SOON AS POSSIBLE.  MY MECHANIC FOUND THE ELECTRIC CLUTCH WAS BURNT OUT.  ELECTRIC CLUTCHES CAN
BURN OUT ANY TIME LIKE EVERYTHING ELSE.  IT JUST HAPPENED TO BURN OUT IN HIS DRIVEWAY.   IF IT WOULD OF BURNT OUT HERE,
WE WOULD OF INFORMED HIM THAT IS WOULD COST HIM  $280.00 FOR A NEW CLUTCH PLUS INSTALLATION.  WHEN I TALKED TO MR.
[redacted] WE BOTH AGREED THAT I WOULD BE ABLE TO TALK TO HIM WITHOUT HIM TALKING OVER ME.  WHEN HE REPEATED HIMSELF
OVER OVER ABOUT WANTING A NEW CLUTCH AND THAT I WAS RESPONSIBLE BECAUSE I WAS THE LAST PERSON TO HAVE HIS MACHINE,
I FINALLY TOLD HIM THAT WE HAD NOTHING ELSE TO SAY AND THAT HE WOULD HAVE TO MAKE UP HIS MIND AND HAVE IT FIXED FOR
THE PRICE QUOTED OR PICKUP HIS MACHINE.

YOU BROUGHT YOUR MACHINES IN FOR OIL CHANGE AND GO OVER.  WE CALL THAT A TUNE UP. WE WRITE ON THE WORK ORDEREXACTLY WHAT THE CUSTOMER SAYS. IF YOU DONT STORE YOUR MACHINE PROPERLY, YOU WILL RUN INTO THIS PROBLEM.   IT DOESN'T HAVE ANYTHING TODO WITH THE AGE OF THE MACHINE. WHEN YOU PICKED UP THESE MACHINES YOU DIDN'T SAY A WORD ABOUT BEINGDISAPPOINTED.  WE ARE A FAMILY OWNED STORE AND WE DO EXCELLENT WORK FOR A LOT OF HAPPY CUSTOMER'S.WE DONT CHARGE YOU FOR WORK THAT ISN'T NECESSARY. SERVICING EQUIPMENT OF OVER 20 YEARS IS WHAT WE AREVERY GOOD AT. WHEN A PERSON ASKS FOR US TO GO OVER  THEIR MACHINE,  WE HAVE TO CHECK AND OR FIX WHAT IS NECESSARYTO HAVE IT WORK PROPERLY. THE LARGE MACHINE WOULDN'T RUN SO A CARB CLEANING NEEDED TO BE PREFORMED. WE ALSO CHECKED OVERTHE ENTIRE MACHINE & GOT READY FOR THE SNOW FALL. WE CHARGE $ TO DO ALL THIS. IF YOU GOT YOUR MACHINE HOME AFTER WE WENT OVER IT COMPLETELY AND IT DIDN'T RUN, WHICH IT DIDN'T,  YOU WOULD BE EVEN MORE UPSET. WE HAVE PLAYED THIS GAME BEFORE WITH PEOPLEAND KNOW YOU WILL NOT UNDERSTAND OR BE HAPPY WITH US BEING THOROUGH BECAUSE IT COST YOU MONEY.

I purchased a new chainsaw on 11/5/14. It didn’t work right out of the case. I was unable to use it. I took it back to store. They refused to consider an exchange or refund. They said a technician would have to look at it to determine if it was my fault it was broken. I was shocked, but said I would wait to hear what the technician had to say. The owner became extremely rude and threatened to call the police to have me removed from the premises. I left. When I picked it up the next day, the owner was unbelievably rude and when I wanted to get my money back, he threatened physical harm. He said, “If you don’t pick this [stuff] up and take it out of here, you’ll be wearing it.” I am not sure what that means exactly, but I felt threatened and left quietly. They did fix the saw, but I was very disappointed in the way I was treated.
I am 50 years old, I run my own business, and I pastor a church. In all my experiences I have never been treated so rudely.

Review: I called to see how much it would be to get an oil change for a snow blower. They told me it would be $10. If we decided to get a full tune up it would be $75. I took in two snow blowers and asked for an oil change. When they called me to pick them up they said the bill was over $260. They charged us for a tune up on both even though I did not ask for it, and then said they rebuild some parts on one of the snow blowers. They never called me to get approval for the rebuild of the parts. Both snow blowers were working great before we took them in. I would not have approved the additional work.Desired Settlement: I would like the $240 that I was overcharged refunded.

Business

Response:

WHEN THESE MACHINES CAME IN WE WERE TOLD TO DO A TUNEUP AND GO OVER MACHINE. WHEN I TAKE IN A MACHINE I WRITE WORD FOR WORD. I'VE BEEN DOING THIS FOR OVER 20 YEARS AND I KNOW BETTER THAN THAT. IF YOU WANT ONLY AN OIL CHANGE THAT IS WHAT YOU WILL GET. THE FIRST MACHINE HAD A TUNEUP AND WE REBUILT THE CARB BECAUSE IT HAD ROTTEN GAS AND WOULDN'T STAY RUNNING. WE DONT CALL ABOUT CLEANING OUT CARBS AND PUTTING IN A CARB KIT BECAUSE YOU HAVE TO DO THIS FIRST BEFORE YOU FIND OUT IF IT WORKS OR YOU HAVE TO REPLACE CARB. IF WE REPLACE A CARB WE WILL CALL FIRST. WE DIDNT COME CLOSE TO EXCEEDING THE VALUE OF THE MACHINE. THIS BILL WAS WITH PARTS AND LABOR $171.49. THE SECOND MACHINE I WAS TOLD THE SAME THING, DO A TUNEUP AND WE DID. THE BILL WAS $95.33. WHEN HE PICKED UP HE MACHINES, THERE WASN'T A COMPLAINT. HE PAID THE BILL. WE TOOK GOOD CARE OF THEM LIKE WE DO WITH ALL OUR CUSTOMERS. WHEN THEY GO TO USE THEIR MACHINES THIS YEAR THEY WILL WORK LIKE THEY SHOULD. Tell us why here...

Consumer

Response:

I disagree with there statement. I brought the snow machines in asking for an oil changes on both and to have the smaller machine looked at too see if anything might be an issue. I left and there was no contact with [redacted] until I called two days before the first snow of the season. I was told I would get a call when they were done. I got the call a few days later and was told the cost, I nearly soiled myself. I explained that was a lot they said tune ups were scheduled. I again disagreed but I needed my machines and just was goin to pick them up. One me thing that was strange was the larger machine is only 18 months old and should not need any service and a mechanic should have realized that and no work should have been done or charged. That stands out to me like things are just moved through the shop and charge the most possible.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

YOU BROUGHT YOUR MACHINES IN FOR OIL CHANGE AND GO OVER. WE CALL THAT A TUNE UP. WE WRITE ON THE WORK ORDEREXACTLY WHAT THE CUSTOMER SAYS. IF YOU DONT STORE YOUR MACHINE PROPERLY, YOU WILL RUN INTO THIS PROBLEM. IT DOESN'T HAVE ANYTHING TODO WITH THE AGE OF THE MACHINE. WHEN YOU PICKED UP THESE MACHINES YOU DIDN'T SAY A WORD ABOUT BEINGDISAPPOINTED. WE ARE A FAMILY OWNED STORE AND WE DO EXCELLENT WORK FOR A LOT OF HAPPY CUSTOMER'S.WE DONT CHARGE YOU FOR WORK THAT ISN'T NECESSARY. SERVICING EQUIPMENT OF OVER 20 YEARS IS WHAT WE AREVERY GOOD AT. WHEN A PERSON ASKS FOR US TO GO OVER THEIR MACHINE, WE HAVE TO CHECK AND OR FIX WHAT IS NECESSARYTO HAVE IT WORK PROPERLY. THE LARGE MACHINE WOULDN'T RUN SO A CARB CLEANING NEEDED TO BE PREFORMED. WE ALSO CHECKED OVERTHE ENTIRE MACHINE & GOT READY FOR THE SNOW FALL. WE CHARGE $ TO DO ALL THIS. IF YOU GOT YOUR MACHINE HOME AFTER WE WENT OVER IT COMPLETELY AND IT DIDN'T RUN, WHICH IT DIDN'T, YOU WOULD BE EVEN MORE UPSET. WE HAVE PLAYED THIS GAME BEFORE WITH PEOPLEAND KNOW YOU WILL NOT UNDERSTAND OR BE HAPPY WITH US BEING THOROUGH BECAUSE IT COST YOU MONEY.

Review: I took my riding lawn mower to [redacted]'s to have a tune up/brakes/blade work done. They informed me that it would be up to three weeks before I got my mower back. The repair/service work cost approximately $340. When I picked up the mower three weeks later, I took it home and went to cut the grass. I flipped the switch to engage the blades and nothing happened. The blades would not turn, nor did it sound like there was any attempt to turn. This functioned flawlessly when I dropped the mower off. I called and spoke to an employee who stated that I should bring the mower back. I made sure to ask specifically about when I would get the mower back, since I felt waiting another three weeks was unacceptable. I dropped the mower off again on 7/18/14 early in the day. I was informed that they ([redacted]'s) would look at it within a day or two. Four business days later, I contacted [redacted]'s because I had not yet had any communication with them. I was told they had not even looked at the mower yet, but would today (7/23/14). Several hours later, I received a call from a man who later identified himself as one of the co-owners. He stated that the electronic clutch needed to be replaced, and that the repair would cost me $350. I informed him that this part worked fine when I dropped it off and now after the repairs does not, and I feel that I should not have to pay for something that happened while my mower was being worked on. His response was that the only way this is going to be fixed is if I pay for it. He then transferred me to a manager at my request. I repeated the problem to the manager, who cut me off and said that the part just failed. When I started to explain that I felt that I should not have to pay for this repair, she continued to talk over me and refused to listen to my complaint. By now I was very upset, however I was not profane or belligerent. I again explained that this part worked fine when I brought the mower in, and now does not. She said that parts just fail all the time, and everything was tested before I picked it up. She told me that this happened after the mower left the shop. She was very rude, and continually cut me off. At one point she said, "Clutches fail all the time. I'm not buying you a new clutch. End of story!" She told me to come pick up my machine, then hung up the phone before I had a chance to respond. At this time I am still without a lawn mower and my grass has not been cut in over a month.Desired Settlement: I would like my mower to be fixed to the working condition that it was in before I brought it to [redacted]'s. Or if they are unwilling to do the work, I would like my money refunded from the previous service work. This would come out to be about the same as the cost of fixing the electronic clutch.

Business

Response:

MR. [redacted] HAD HIS MACHINE HERE FOR A TUNEUP . WE DID A COMPLETE TUNEUP ON HIS TRACTOR, REPLACED HIS BRAKE PADS,