ABC Roofing

Case ID # [redacted] Customer ( [redacted] ***) purchased His 23hp OHV \l- win_Brlggs engine on 4/18/ Mr [redacted] called into Small Engine Warehouse customer Service Department on or about 5/8/wanting His money backThey informed Him that there is no return once gas.and oll has been added to the engine per Small Engine Warehouse return policyWhich Mr [redacted] was informed about when He purchased the engineThis Briggs Engine comes with a two year warranty & Small engine Warehouse did offer to repair the engine if Me [redacted] agreed to pay for shipping Or Mr [redacted] can take to a local authorized Briggs dealer for warranty repair work and not have to pay for shipping Mr [redacted] agreed to take to a local dealerMr [redacted] was still insisting on getting His money back instead of working with local Briggs dealer and or shipping engine back to Small Engine Warehouse for warranty considerationPlease see attached supporting notes & entries from the case that was started for Mr***This will also giye a better picture on all that were involved Ile their responses on how Mr [redacted] case was handleThank you, SMALL ENG INE WAREHOUSE, INC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below The small engine warehouse sold me the wrong itemPeriodI should have been sold an engine with a 4” crank shaft and they sold me one with a 3” crank shaftNo amount of “their” solutions will change that.PeriodThere is NO WAY I would leave my equipment with themHeck They sent a word reply this last time and one of those words was wrongThey have proven time and time again they don’t care that they are wrong Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Regards, [redacted] ***

The customer originally bought the engine from us Aug26, He said he would make this work and was explained, by our salesman, our shipping and return termsWhen he contacted us regarding a problem in December, 2017, he was extremely belligerent and condescendingHe had previously taken his engine to a local shop for repair or inspection prior to sending the engine (disassembled into pieces) to usAccording to the dealer agreement Kawasaki provides to their authorized dealers, any Kawasaki dealer is required to perform warranty inspection when requestedWe offer this as an option to customers, as other retailers do also, to save them from paying shipping costs back to us, if they have a preferred local dealerThe location where this customer took his problem to, as for what we can see, is not an authorized dealer or service providerRegardless of this, the customer's engine was sent to us in pieces, not a serviceable engineThis came to us in multiple boxes and we were not able to confirm that all required parts even came to usDealers also commonly charge for reassembly if warranty is deniedHe treated us like we were cheating him from the beginningWe do not perform work on engines, warrantable or not, when they are completely disassembled and no longer enginesIf the original shop had performed warranty inspection, then they would have found internal arcing inside of the engine on multiple contact surfaces of the shaftThis is a clear indication that the engine was not properly grounded, and warranty would have been denied thenOur service technicians are certified by Kawasaki training and perform qualified service repair and warranty service on a regular basisThis customer was not cooperative from the start and refused to listen to the diagnosis and underlying fact that this could not be confirmed to be a complete engineBecause we went one step further by looking in the shipping carton, it was also clear that this would be denied if we chose to file a claim ourselvesI believe all employees involved here, maintained their composure and professionalism throughout the communication process with this customerI also believe that we provided reasonable and adequate service to this customer in spite of the customer and negligence of his local dealer

To Whom It May Concern: I’m sorry our customer is dissatisfied with their purchase. Unfortunately, we are limited when we offer verbal advice on how to resolve mechanical issues via phone call and/or email. It’s challenging to help our customers install equipment when we do not see the whole picture. Our Certified Mechanics offered several suggestions to help the customer install the kit onto his tractor for himself. We recommend if he is uncomfortable completing the installation himself, he should seek a Certified Briggs & Stratton mechanic in Indianapolis or bring the unit and the tractor to our shop located in Muncie, Indiana to complete the process for him. Customer was advised of terms of purchase at the time of purchase: No returns on electrical items, special orders, or engines filled with gas and/or oil. No returns after 14 days. Outgoing and Incoming shipping charges will not be refunded. The engine itself is covered by a 3 year Briggs & Stratton Manufacture Warranty from date of purchase. All added other Kit Parts are covered for Warranty by Small Engine Warehouse, Inc. for 90 days from date of purchase. Shipping costs are not covered by Warranty coverage. Customer is responsible for all shipping costs. Warranty consideration is not a guarantee costs will be covered by warranty.

My experience with A-Always Affordable, Always Available Locksmiths Ltdwas not good at all and will never contact them or recommend them to anyoneI had one of my home bedroom door locked and called them to send someone to open the door, they told me the rate after p.m is higher than before p.m and we asked them to send someone before and they didn't have anyone availableSo we agreed to go with the higher rate in order to get the room door openedThey have sent someone and was trying to open the door but he couldn't, he said he has to break the look and we need to install new oneWe agreed to that and bought from them the new lock, and told him we don't mind as long as the door will not get damagedHe changed the lock and when we came to check it we found the door was cracked along the lock and weren't happy with thatWe called the manger and told her that we're not satisfied with their services; we have paid more than what would the new door and lock cost and have to replace the door nowUnfortunately they we're not cooperative at all; they claimed that the door was broken before they opened it and if they come to fix we have to pay them for the labor and material Not sure why we would call them to open the door if we have already broken it and ended up paying double what the new door and lock would costWe're so disappointed from A-Always Affordable, Always Available Locksmiths Ltd service, and they didn't even try to come and see if the door can be fixedThey want us to pay again for them to come and fix!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The Small Engine Warehouse is ignoring my complaint that they sold me the wrong itemThe fact that they sold me the wrong item is very clear in the pictures I have sent themIt appears as though they do not care to, or have not asked anyone in their service department to explain the difference in the item they sold me and the item they portrayed in their picturesThey will not answer simple yes or no questions either; all good indicators of some mistake, stratagem subterfuge or maneuver on their partAll communication with their so called “master technician” and now their next level of customer service is the sameVague indifference … with a “we are right, you are wrong attitude” Until they answer my simple questions they are hiding something
Regards,
*** ***

Business Scanned to file

RE: Case ID *** Ms***, We have reviewed Case ID ***, Small Engine Warehouse has decided to reimburse our customer the disputed amount of $It is always our intention to serve each customer with professionalism, courtesy and respect Unfortunately,
there was some misinformation on both parts and Small Engine Warehouse is willing take full responsibility of this unfortunate misunderstandingPlease note, we have attached a Credit Memo for refunding the $ Thank you for giving Small Engine Warehouse the opportunity to address the complaint.SMALL ENGINE WAREHOUSE, INC.Sincerely,Lorenzo P***Sales Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As I have explained many MANY times, my complaint and issue is not with the installation of the product but the product itselfThe Small Engine Warehouse sold me the wrong product! They made a mistake and want me to fix it! They sold me an engine with a 3” crank shaft, I need a 4”crank shaft and I can prove itThey even sent me pictures of THEIR installation showing a 4” crank shaftThe picture of the engine in their vague and inaccurate instructions shows a 4” crank shaft engine a wellAs for the whole picture… I have sent them many, many pictures of my installation that almost mirror their pictures they sent me, and as I stated in my first complaint how do they know I am NOT a “Certified Briggs & Stratton mechanic?” It is like they didn’t even read my emails or even THIS complaintNO phone calls were ever made or received concerning the particulars of this problem and they refuse to answer simple yes or no questions Repower is their picture the other two are mine
Regards,
*** ***

This letter is in response to ID #***, Complaint Letter dated 08/06/
Please be advised, customer wanted to replace an engine for an Exmark, 1x5/amp FPThe
original engine for the Exmark is a Model #44k0123Ewhich is no longer availableDue to changes
in the Federal
Guidelines for emissions control, the engine purchased #***, 0024Gis comparable to
the original engine
Our records indicate there were attempts to contact the customer, unfortunately, we were unable to
connect with them
I am also attaching our Ebay policy regarding returns and refundsThe policy is readily available to all of
our customers which they agree to before submitting their order
Thank you for your time and consideration
Diann J***ennings
SMALL ENGINE WAREHOUSE, INC
Diann Jennings "
Accounting Supervisor
Fax To: (317)488-Pages Total
Main
Fax
Toll Free
W

I have attached Kawasaki's warranty and links to listings for warranty alsoI have included Kawasaki's warranty because these are the standards by which "Our Warranty" is based.http://www.kawasakienginesusa.com/sites/default/files/file_attach/99969-64...⇄ http://www.smallenginewarehouse.com/Warranty.htmlThank you - Scott Vance

ABC ROOFING CODid a fantastic job on my roof and guttersFast and professionalMade the job painlessVery efficientRan like clockwork.Thank you ABC RoofingThe house looks great

To Whom It May Concern:   I’m sorry our customer is dissatisfied with their purchase.   Unfortunately, we are limited when we offer verbal advice on how to resolve mechanical issues via phone call and/or email.  It’s challenging to help our customers install equipment when we do not see the whole picture.   Our Certified Mechanics offered several suggestions to help the customer install the kit onto his tractor for himself.   We recommend if he is uncomfortable completing the installation himself, he should seek a Certified Briggs & Stratton mechanic in Indianapolis or bring the unit and the tractor to our shop located in Muncie, Indiana to complete the process for him.   Customer was advised of terms of purchase at the time of purchase: No returns on electrical items, special orders, or engines filled with gas and/or oil. No returns after 14 days. Outgoing and Incoming shipping charges will not be refunded.   The engine itself is covered by a 3 year Briggs & Stratton Manufacture Warranty from date of purchase.  All added other Kit Parts are covered for Warranty by Small Engine Warehouse, Inc. for 90 days from date of purchase. Shipping costs are not covered by Warranty coverage. Customer is responsible for all shipping costs.   Warranty consideration is not a guarantee costs will be covered by warranty.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: ABC Roofing had the same person who did the poor job on my roof to call me concerning the damage that was done to my ceiling inside my house.  That's not acceptable to me. I want a legitimate contractor of my choice to repair the damages, not a person who helped to cause them.
Regards,
[redacted]

Revdex.com:At this time, I have not been contacted by ABC Roofing regarding complaint ID [redacted].Sincerely,[redacted]

Case ID # [redacted]   Customer ([redacted]) purchased His 23hp OHV \l- win_Brlggs engine on...

4/18/2016.                                   ...⇄ Mr. [redacted] called into Small Engine Warehouse customer Service Department on or about 5/8/17 wanting His money back. They informed Him that there is no return once gas.and oll has been added to the engine per Small Engine Warehouse return policy. Which Mr. [redacted] was informed about when He purchased the engine. This Briggs Engine comes with a two year warranty & ... Small engine Warehouse did offer to repair the engine if Me [redacted] agreed to pay for shipping.        Or Mr. [redacted] can take to a local authorized Briggs dealer for warranty repair work and not have to pay for shipping.                                  Mr. [redacted] agreed to take to a local dealer. Mr. [redacted] was still insisting on getting His money back instead of working with local Briggs dealer and or shipping engine back to Small Engine Warehouse for warranty consideration. Please see attached supporting notes & entries from the case that was started for Mr. [redacted]. This will also giye a better picture on all that were involved Ile their responses on how Mr. [redacted] case was handle. Thank you, SMALL ENG INE WAREHOUSE, INC.

The customer originally bought the engine from us Aug26, 2016. He said he would make this work and was explained, by our salesman, our shipping and return terms. When he contacted us regarding a problem in December, 2017, he was extremely belligerent and condescending. He had previously taken his...

engine to a local shop for repair or inspection prior to sending the engine (disassembled into pieces) to us. According to the dealer agreement Kawasaki provides to their authorized dealers, any Kawasaki dealer is required to perform warranty inspection when requested. We offer this as an option to customers, as other retailers do also, to save them from paying shipping costs back to us, if they have a preferred local dealer. The location where this customer took his problem to, as for what we can see, is not an authorized dealer or service provider. Regardless of this, the customer's engine was sent to us in pieces, not a serviceable engine. This came to us in multiple boxes and we were not able to confirm that all required parts even came to us. Dealers also commonly charge for reassembly if warranty is denied. He treated us like we were cheating him from the beginning. We do not perform work on engines, warrantable or not, when they are completely disassembled and no longer engines. If the original shop had performed warranty inspection, then they would have found internal arcing inside of the engine on multiple contact surfaces of the shaft. This is a clear indication that the engine was not properly grounded, and warranty would have been denied then. Our service technicians are certified by Kawasaki training and perform qualified service repair and warranty service on a regular basis. This customer was not cooperative from the start and refused to listen to the diagnosis and underlying fact that this could not be confirmed to be a complete engine. Because we went one step further by looking in the shipping carton, it was also clear that this would be denied if we chose to file a claim ourselves. I believe all employees involved here, maintained their composure and professionalism throughout the communication process with this customer. I also believe that we provided reasonable and adequate service to this customer in spite of the customer and negligence of his local dealer.

Several years ago this company was hired by [redacted] to put a new roof on my house. The manager from [redacted] came out and looked at the roof, and noted that we needed the two previous layers of roof completely removed before the new roof could be put on. There were also supports for the roof that needed replaces because the wood had rotted due to extensive rain leaks. When the crew from ABC roofing arrived, they had no plans to remove and replace the roof support, and were completely surprised when I told them it needed to be done. My stepfather had to take their crew leader into the attic to prove to him that it needed done. It was still very cold weather, so we used our heat that night, which was provided by a gas stove. I hadn't gotten home until after dark, and they didn't warn us that they stupidly put a tarp completely over the chimney in an attempt to keep possible rain from running down between the new shingles and the chimney. We were lucky that the house didn't fill up with smoke during the night. The second day when they were finishing up and putting on the gutters, they didn't realize my husband was at home and were loudly making racist and sexist comments where all the neighbors could hear, and saying it didn't matter if they did a bad job because I wasn't home to notice. They were so offensive that my husband finally came out and told them to get off the property and not come back. We had to get someone else to finish the gutters. Now one of our town's news stations is publishing reports that the owner of ABC roofing is going to prison for 2 years for tax fraud.