All Season Equipment Ltd

The sale of this tractor was made including a 5' rough cut mower as mentionedIt is spec'd for this tractor and we sell many others of this size for this tractor with no issuesThe tractor was picked up and the rough cut was left behind for 2+ months at our dealershipWhen the customer finally picked up the rough cut (after numerous calls to pick up) it was not until a month later we received notice the unit was not working for themWe suggested to bring it in for our mechanic to see why it would not work for themThe customer flat out refused and suggested that they did not want or need the rough cutUnfortunately now after almost months after purchase the unit could not be returned as a "NEW" piece of equipment with the warranty being registered as day of purchaseWe asked the customer to bring the unit in so we could make sure it was functioning properly and address any warranty claims on it as a refund was not an option at full purchase priceNo negotiation had been made for trade or reimbursementThe unit was fixed under warranty and worked fine on the same model tractor we had in storeOn December our dealership suffered a fire which ended in a total lossIn February we did have temporary phones finally set up to help assist customers through this processAs our insurance informed us ALL customer units were not covered under our liability policy and they would have to go through personal insuranceWe did relay this to the customers and they were far from sympathetic to the situationWith no dealership set up we did go back and forth through the next few months to get this matter resolvedOur dealership re-opened our doors on May Again this being a unique situation as the customer said the rough cut was no longer theirs at the time of the fire and not their problem it burntTrying to resolve the situation we agreed to give the customer a new cultivator (at full cost to the dealership with no coverage) in exchange for the incident, as spring equipment orders are placed in the fall of the year before any orders done during the in-season months take some time as most supplier stock is limitedHowever we were able to get the unit in and spoke with customer shortly after it had arrived at the warehouseWe then picked the unit up and stored it at our dealership for customer delivery(2-3weeks after notification) This is a cultivator built for sub compact tractors again we are not sure why It would not fitThe customer was asked to bring it in so we could confirm the unit has mfg defects and replace or fix the unitYes the mechanic did suggest to cut and weld the unit as the customer was not willing to bring the unit in we tried to consult him on ideas to fix the problem at homeWe unfortunately cannot do warranty claims over the phone or VIA txt picturesWe encourage the customer to bring the unit in for mechanical analysis so we can take the necessary steps to have the unit work for them

I cannot control what your staff write on a work orderBoth times, I requested a quoteBoth times, my lawnmower was in, because it would not startThe last time the lawnmower worked, I did have to use quick start (that is not abfor a lawn mower to have trouble starting in the SPRING), and it was running rough, but then it QUIT Your response that it was 'obvious' that someone else had taken the lawnmower apart is trueIn fact that is another thing I disclosed to your shop when I brought it in the first timeMy daughters boyfriend took it apart to look at it when it stopped workingHe also indicated it was probably the carburetor, and that I should take it in for a cleaning Maybe your staff should take better notes, or have the consumer write out the issues, so that these misconceptions don't happenEspecially if you use these work orders to get out of your responsibilities You even misquoted your second work orderIt wasn't in a month ago because it was running roughIt was in because it would not workIt was running rough and THEN it stopped working All season equipment failed to even respond to my request, when obviously frustrated that I have not had an operational lawn mower all summerI have already had to incur the cost of purchasing a new lawn mower, as your delays and inability to properly repair the lawn mower have left me too frustrated to even deal with this anymore

Complaint: [redacted]
I am rejecting this response because:    1)      All Season Equipment accepted the rough cut mower back with the understanding that a refund was to be issued as agreed upon. As previously stated, this did not happen because Mr Kowalchuk changed the parameters of the agreement, as he admitted in his last response by stating that he would not refund at “NEW” pricing, (two weeks after I had returned the mower to the dealership, not when I first contacted them about the problems with the mower), by trying to charge a restocking fee because he could not resell this unit as new because it had already been registered under warranty. If this is true, I would like to see this warranty registration.    2)      This was no longer a customer owned piece of equipment, as All Season Equipment accepted delivery of the mower with the agreement of a refund for the mower, the fire has no bearing on this situation and Josh should quit trying to use this as an excuse. If Kevin J[redacted], whom I was dealing with at the time did not have the authority as the Sales/Business Manager, to make this agreement, then Josh should have contacted me directly and immediately to discuss, but this did not happen. 3)      There was no agreement for an “in store credit”. [redacted] The agreement was for an exchange for the value of the rough cut mower as Josh previously stated in his last response, not an in store credit, an exchange for the wrongly spec’d and faulty equipment. Which was agreed upon after Josh went back on his word regarding the refund in the first place. 4)      The cultivator that Josh had brought in in exchange for the rough cut mower does not have any defects or improper set up. This unit is designed for a larger compact tractor, and is not designed for a sub compact tractor. The mechanic at All Season Equipment had stated to me when we were going through the pictures that this unit was not correct for my tractor. As for the invoice for the $1800.99, it was supplied to substantiate the [redacted] price of the cultivator and top link that Josh charged in the exchange for the rough cut mower. In no way did I imply that there was payment made. I expect to be charged at fair value, even if there is no money exchanged. The amount owed to me from All Season Equipment is $1700.00 plus taxes for the rough cut mower as stated on the original Sales contract dated April 13, 2016. I also find it very curious that Josh has no response the fact that the rough cut mower was spec’d incorrectly in the first place, nor that it did not work at all, or that he [redacted] charged me for the cultivator or the top link, neither of which fit my tractor, in the exchange. [redacted] We had an agreement that I was satisfied with, although not pleased that the rough cut mower would not work for my tractor. I was at this point satisfied that they were doing the right thing. [redacted] Josh has stated that I refuse to bring back the cultivator so they can address any “manufactures defects”.  This is true, but only because [redacted] I do not want this to drag out for another year, having to play phone tag with him again, [redacted] So, I have a proposal for Josh since he is so confident that the cultivator has manufacturers defects. I will bring my tractor and the cultivator to his facility at my earliest convenience, and if he can make it fit without having to make any kind of modifications to the cultivator or tractor, ie: having to cut or weld to make it fit, I will walk away with the cultivator and he will not hear from me again. However, if he cannot make it fit, without any kind of modifications to cultivator or tractor, he will refund me the cost charged to me, of the cultivator and the top link, [redacted] he will never hear from me again. I would like to see this agreement in writing if acceptable.   Sincerely,   [redacted]

We have pulled the work orders for the following customer and attached above. It is our policy to write exactly what the customer requests on these work orders. As well we take a service deposit up front(1/2 hr labour) to cover the diagnosis cost of repair. The work order on June 15th stated from...

customer " hard start, have to use quick start, surges when running." No quote request stated. Our mechanic's analysis showed good spark and compression then leading him into the carburetor. Once pulled apart it was very obvious someone else had taken this apart prior to our shop. The gaskets along with other parts were installed wrong, and parts missing/broken. With everything already apart the mechanic cleaned the carburetor replaced the broken parts and test ran for .5 hour. The second work order on Aug 2 stated from the customer " will not start, was in a month ago was also running rough" In a "come back" situation we do not charge a service deposit up front, as it may be something our mechanic has missed or done incorrectly. We take it upon ourselves at our cost to analyze the issue to see if it pertains to the previous work done. In this case the valve was stuck. This has nothing to do with the carburetor or any of the previous issues. With this in mind the analysis would be charged to the customer as it is not our mistake. A valve can stick for no reason other than just time use on the engine. No analysis can predict a valve issue until it actually sticks. Finding this the mechanic reset the valve, drained and added new fuel and oil (just to make sure all liquids were clean). His actual time into the unit was 1.05 hours. Given the situation he advised the customer would owe us regardless for a diagnosis .5 hour. We decided to cover the rest of the labour and just charge for the new oil. The customer called in after the second work order. No complaint just to get an e-mail address. The e-mail sent asked for a refund. We do not refund on service unless we have for sure found that our work done was incorrect or issues missed. As we can see there has been someone trying to at home fix this unit. Again both work orders having completely separate issues it is unfortunate but it had to be done. We will take a look at this unit at no charge up front. However if issues are present that are not from the work completed by us , a bill would apply to fix it or a recommendation to look at a new mower(a note will be made do not repair with out approval).

Final Consumer Response /* (2000, 5, 2015/05/21) */
Hi. The case number XXXXXXX filed by myself [redacted] to all season equipment has been resolved. They have credited the moneys as of today
Thank for your help
[redacted]

It was ordered by phone and cancelled on Oct 4, 2016. The order and the cancellation is confirmed by All Season Equipments in their letter. They did not send me any invoice in spite of my request. A copy of my credit card and the payment is attached.

The sale of this tractor was made including a 5' rough cut mower as mentioned. It is spec'd for this tractor and we sell many others of this size for this tractor with no issues. The tractor was picked up and the rough cut was left behind for 2+ months at our dealership. When the customer finally...

picked up the rough cut (after numerous calls to pick up) it was not until a month later we received notice the unit was not working for them. We suggested to bring it in for our mechanic to see why it would not work for them. The customer flat out refused and suggested that they did not want or need the rough cut. Unfortunately now after almost 4 months after purchase the unit could not be returned as a "NEW" piece of equipment with the warranty being registered as day of purchase. We asked the customer to bring the unit in so we could make sure it was functioning properly and address any warranty claims on it as a refund was not an option at full purchase price. No negotiation had been made for trade or reimbursement. The unit was fixed under warranty and worked fine on the same model tractor we had in store. On December 17 2016 our dealership suffered a fire which ended in a total loss. In February 2017 we did have temporary phones finally set up to help assist customers through this process. As our insurance informed us ALL customer units were not covered under our liability policy and they would have to go through personal insurance. We did relay this to the customers and they were far from sympathetic to the situation. With no dealership set up we did go back and forth through the next few months to get this matter resolved. Our dealership re-opened our doors on May 1 2017. Again this being a unique situation as the customer said the rough cut was no longer theirs at the time of the fire and not their problem it burnt. Trying to resolve the situation we agreed to give the customer a new cultivator (at full cost to the dealership with no coverage) in exchange for the incident, as spring equipment orders are placed in the fall of the year before any orders done during the in-season months take some time as most supplier stock is limited. However we were able to get the unit in and spoke with customer shortly after it had arrived at the warehouse. We then picked the unit up and stored it at our dealership for customer delivery. (2-3weeks after notification) This is a cultivator built for sub compact tractors again we are not sure why It would not fit. The customer was asked to bring it in so we could confirm the unit has mfg defects  and replace or fix the unit. Yes the mechanic did suggest to cut and weld the unit as the customer was not willing to bring the unit in we tried to consult him on ideas to fix the problem at home. We unfortunately cannot do warranty claims over the phone or VIA txt pictures. We encourage the customer to bring the unit in for mechanical analysis so we can take the necessary steps to have the unit work for them.

I cannot control what your staff write on a work order. Both times, I requested a quote. Both times, my lawnmower was in, because it would not start. The last time the lawnmower worked, I did have to use quick start (that is not abnormal for a lawn mower to have trouble starting in the SPRING), and it was running rough, but then it QUIT.
Your response that it was 'obvious' that someone else had taken the lawnmower apart is true. In fact that is another thing I disclosed to your shop when I brought it in the first time. My daughters boyfriend took it apart to look at it when it stopped working. He also indicated it was probably the carburetor, and that I should take it in for a cleaning.
Maybe your staff should take better notes, or have the consumer write out the issues, so that these misconceptions don't happen. Especially if you use these work orders to get out of your responsibilities.
You even misquoted your second work order. It wasn't in a month ago because it was running rough. It was in because it would not work. It was running rough and THEN it stopped working.
All season equipment failed to even respond to my request, when obviously frustrated that I have not had an operational lawn mower all summer. I have already had to incur the cost of purchasing a new lawn mower, as your delays and inability to properly repair the lawn mower have left me too frustrated to even deal with this anymore.

Yes the part was ordered on September 20th. 1 week lead time is the normal order wait if not sooner. He did call 1 week later and was informed the shipment had showed up unfortunately his part had been back ordered and it would be a minimum 1 week if not 2. He called back October 4th...

and asked to cancel the purchase if it was not in. We said no problem we can cancel it but needed his Credit Card info to do so before the part is shipped. He told us he would call back with his credit card to preform the cancellation.  Not receiving a call back it was assumed he still wanted the part and the order shipped October 12th arriving October 20th when we called to inform him his part is in. We can send the part back but there would be a 20% re-stocking fee charged on parts shipped back to the supplier. He has spoken with our Service Manager several times [redacted] throughout the whole transaction. We unfortunately cannot control the shipping process of the part and kept the customer informed all along the way. It is very clear up front and on our invoices that all parts returns have a 20% re-stocking fee. This is to cover costs of shipping the part back as it is not a common stock part. We will still offer to send the part back at a 20% fee or the customer can come pick up the part as he has paid for it.