Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
To Whom It May Concern, In regards to the equipment repair we did in fact service Ms***’s *** mower in early May of this year. After picking the mower up and using it at home she notified our Service Deptthat it was still not operating correctly. We asked her to bring the
mower back to us and we would immediately address the issue. The “repair” (correcting the height adjustment settings) was performed and Ms*** was not charged. She picked up the mower on 5/4/and left Allen’s Seed parking lot at 10:37am. Ms*** called the store at 11:16am to inform us that the mower had shifted position and damaged her vehicle’s rear windowLate afternoon on 5/10/Ms*** called again and told our Service Deptthat she wanted to speak with someone about getting reimbursement for her rear window. I was given the message and after looking into the incident, returned her call the following day. She was upset and felt it was our responsibility to cover the cost of repairing her rear window. In her words “you are the experts and your employees should know how to secure equipment in a customer’s vehicle”. I told her I would speak to my Service Manager in regards to details on the repair. I informed her that while I sympathize with what happened to her window; we cannot be responsible for what happens after equipment and/or product leaves the premisesOur policy is to assist loading and unloading product or equipment in or out of a customer’s vehicle when necessary, but that never entails securing items down for transport. This policy includes our own delivery trucks. Our drivers are responsible for securing their loads so that they can be transported safely and legallyWe do have a surveillance system here at Allen’s Seed and I can provide video of the day Ms*** picked up her mower. Our Service Techs both interacted with Ms*** as they loaded her mower into her vehicle. She was standing at the rear of the vehicle and it would be impossible for her not to see how it was positioned. If she was not comfortable or had concerns about the mower’s placement she could have easily expressed that. She did not. Ms*** looked in at the mower before closing the vehicle door herself. She then gets into her vehicle and pulls out of our parking lot without incident. I have the utmost confidence that my employee’s would have repositioned the unit for herAs a sign of good faith I fully refunded Ms*** on 7/10/for the repair work. I feel the damage done to her window after leaving the premises does not fall within the scope of our responsibility
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
To Whom It May Concern, In regards to the equipment repair we did in fact service Ms***’s *** mower in early May of this year. After picking the mower up and using it at home she notified our Service Deptthat it was still not operating correctly. We asked her to bring the
mower back to us and we would immediately address the issue. The “repair” (correcting the height adjustment settings) was performed and Ms*** was not charged. She picked up the mower on 5/4/and left Allen’s Seed parking lot at 10:37am. Ms*** called the store at 11:16am to inform us that the mower had shifted position and damaged her vehicle’s rear windowLate afternoon on 5/10/Ms*** called again and told our Service Deptthat she wanted to speak with someone about getting reimbursement for her rear window. I was given the message and after looking into the incident, returned her call the following day. She was upset and felt it was our responsibility to cover the cost of repairing her rear window. In her words “you are the experts and your employees should know how to secure equipment in a customer’s vehicle”. I told her I would speak to my Service Manager in regards to details on the repair. I informed her that while I sympathize with what happened to her window; we cannot be responsible for what happens after equipment and/or product leaves the premisesOur policy is to assist loading and unloading product or equipment in or out of a customer’s vehicle when necessary, but that never entails securing items down for transport. This policy includes our own delivery trucks. Our drivers are responsible for securing their loads so that they can be transported safely and legallyWe do have a surveillance system here at Allen’s Seed and I can provide video of the day Ms*** picked up her mower. Our Service Techs both interacted with Ms*** as they loaded her mower into her vehicle. She was standing at the rear of the vehicle and it would be impossible for her not to see how it was positioned. If she was not comfortable or had concerns about the mower’s placement she could have easily expressed that. She did not. Ms*** looked in at the mower before closing the vehicle door herself. She then gets into her vehicle and pulls out of our parking lot without incident. I have the utmost confidence that my employee’s would have repositioned the unit for herAs a sign of good faith I fully refunded Ms*** on 7/10/for the repair work. I feel the damage done to her window after leaving the premises does not fall within the scope of our responsibility