American Power Equipment Inc

Review: Was told at pick-up it would be a week before I hear anything. Performed repairs beyond the value of the equipment with no authorization. Suddenly I get a call that the work is complete and it will cost 50% more than the total value of the repaired lawnmower. This location is a Simplicity authorized sales and service dealer. Simplicity should dump this dealer to have any hope of saving the companies reputation.I can purchase a running version of the same tractor for $250 or less. Person who called INSULTED me be calling back to say they would offer to KEEP the mower and void the bill. Thus leaving me with $0 value and no mower. I give her a mower for free, such a deal for me!! DO NOT PATRONIZE THIS BUSINESS!!!Desired Settlement: I would not have authorized repair of over $200. I would expect a refund of the difference. $233.20 in cash.

Business

Response:

In response to Mr. [redacted]’s complaint, we highly

disagree with his response and will provide you with the details of his lawn

mower repair.

The Simplicity Tractor was picked up and the service order

section with customer’s comments stated: “Cranks, but won’t start”. Please

note, “CALL WITH ESTIMATE” WAS NOT LISTED AS A CUSTOMER COMMENT. Our technician

PUSHED the tractor onto his lift to start to troubleshoot the problem as to why

it will not start. He found that the head gasket was blown. On this particular Kohler

Engine, in order to replace the head gasket, you must remove the entire engine

in order to gain access to the head. He replaced the head gasket, re-installed

the engine and finally was able to start the tractor. After it attempted to

start the engine was backfiring severely and he found that the flywheel key was

sheared. When the flywheel key shears, it causes the engine to be out of time.

Technician replaced flywheel key.

Technician attempted to start tractor again. It was still

backfiring and running rough. He cleaned and rebuilt the carburetor. The reason

the head gasket most likely failed to begin with was a lack of routine

maintenance on the engine (i.e. cleaning carburetor). Tractor was now running

properly.

Technician was now able to DRIVE the tractor off of his lift

to perform a test cut. When he released the clutch pedal, the idler pulleys on

the transmission were making a grinding noise. This is a sign that the idler

pulleys will fail soon. We felt that it was best to replace these idler pulleys

now while the mower was here for repairs, rather than return it to the customer

in that condition. We DID NOT CHARGE the customer any additional labor to

replace these pulleys, we only charged him for the replacement pulleys. If the

pulleys would have failed after he got his tractor back and it needed to come

in for repairs again, Mr. [redacted]

would have had to pay for another pick up and delivery fee and the additional

labor to replace the pulleys.

Kohler Engines issues all Certified Service Centers with a

“flat rate” guide for all engine repairs, so technicians have an estimated base

as to what an average repair time is on each type of repair. The flat rates

issued by Kohler Engines for the following repairs that we performed are as

follows: Remove and Replace Engine: 1 hour, Replace head gasket: 1.5

hours, Rebuild carburetor: 1 hour,

Replace flywheel key: 1 hour. If we would have charged the customer for the

labor on replacing the idler pulleys that would have been an additional 1 hour

of labor. According to industry standards and practices, Mr. [redacted]’s total

labor hour charge should have been 5.5 hours.

Here is the breakdown of Mr. [redacted]’s repair bill:

Parts:

Head Gasket

$13.37

Carb. Kit $34.44

Flywheel Key

$2.52

Pulley

$18.10

Pulley

$17.75

Total Parts: $86.18

Total Labor: $280.00 (4 hours at $70/hr)

Pickup &

Delivery: $40.00

Shop Supplies: $3.50

Gas & Oil: $2.50

Subtotal: $412.18

Tax: $21.02

Total: $433.20

I am puzzled as to why Mr. [redacted] believes that tractor’s value

is only $250.00. That tractor retails for over $2,300.00 new. I am not sure

where he shops for lawn and garden equipment, but I have been in business for

over 23 years and have never found a Simplicity Tractor that runs for only

$250.00. If he can find a deal like that I would recommend snatching it up!

[redacted], co-owner, was the person that called Mr. [redacted] and her

intention was not to insult him. The reason she offered to keep the mower in

exchange for him paying the repair bill was because he claimed it was only

worth $250.00. She was trying to make a point since Mr. [redacted] was so

adamant that his tractor was so “worthless”. In another breath, Mr. [redacted] stated

that American Power Equipment should give him $1,500.00 off the purchase of a

new mower in exchange for his. Now I am truly bemused what Mr. [redacted] believes

his tractor to be worth. First it was only worth a couple of hundred dollars

and then it was worth at least $1,500.00, which one is it?

One comment that Mr. [redacted] expresses that is valid is that,

yes we are a Simplicity authorized sales and service dealer. Please feel free

to contact Simplicity on our reputation as one of their dealers. You will only

hear good things about our dealership. We strive to uphold an honest and reputable

business. That has been our mission for over 23 years and it will continue

through the longevity of the business.

We are not willing to reach any type of monetary settlement

with Mr. [redacted]

regarding this aforementioned repair bill. We feel that we treated him fairly

and quite honestly charged him even less than what the industry standard

practices recommend. The end result is that Mr. [redacted] now has a tractor that

runs properly. He may argue that he doesn’t agree with the amount charged in

order for it to get to that condition, but he cannot argue that the mower does

not run properly as a result of our repair.

Thank you for investigating this complaint further and

understanding that we would not take the time to write this lengthy detailed

letter if we did not care about our customers or our business reputation.

Sincerely,

Consumer

Response:

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.] In response to the letter from American Power my wife was led to believe we would be hearing the diagnoses within a week when the mower was picked up. We did not expect any repairs to be performed without approval as is customary in the repair of expensive equipment. I don't think it unreasonable to expect a clear statement of expectation be obtained and agreed to between two parties involved in this type of transaction. Obviously that did not occur.

The mower did retail when new for $2499, it was then reduced over the years to $1799. It is now 14 years old and can be found on Craigs list and many other websites for well under $500 used and in similar age and condition. The tone as well as the offer to take the mower for the clearing of the bill was just plain offensive. Insulting customers is apparently felt to be good for business and provide positive brand recognition for Simplicity. Since American Power felt it was so valuable I countered with "fine then you'll be happy to give me a $1500 credit as a trade on the purchase of a new mower". This was laughed at. Obviously my valuation via the market place is much closer to reality than described in the response to my complaint. This continues to display gross disregard for a customer satisfaction on their part.

Since writing the original complaint and after traveling on business for several weeks I was able to operate the tractor Friday October 11. Upon operating the mower I made two passes on my lawn. I heard a strange noise and found the cotter pin had not been installed in the rear mower connection bar. I temporarily added a wire to hold the bar in place to continue mowing. A few minutes later the drive belt on my mower shredded and broke. Stopping my mowing in its tracks. I obtained the required belt from another dealer the following day and replaced it. During the replacement I found the idler pulley installed by American Power and Equipment was not even hand tightened allowing the attached belt guard to shred the drive belt. This process took me, an untrained individual with NO experience performing this task less than 1 hour to complete. I also reviewed the process for head gasket replacement and found that to require only a few minutes as well. I will agree the carburetor required repair and the mower does now run as expected. I would find a refund for all repair hours and parts not related to the carburetor as acceptable compensation.

Given the situation being as it is and having already paid twice for a third party to mow my lawn during this fiasco I think it self evident as to why I would NOT call American Power to once again overcharge me, even when the repairs I had to perform were a direct result of their negligence in performing the prior repair. At this point I'm doing my best to spread the word to avoid doing business with this organization to everyone I know in the area. Since beginning that I've found my next door neighbor has had similar issues with this business as well just weeks before I did.

Based on the email response avoiding accepting any responsibility and defending the insulting actions, it's a shame this business will not grow in thrive in Waterford. I generally prefer to support local business, but apparently they don't desire to support local customers with quality work they stand behind. It's their reputation they are destroying. Too bad.

Regards,

Business

Response:

Dear Revdex.com,

Review: Today at 12:30, [redacted] a worker from American Power dropped off my Cub Cadet lawnmower that needed service done because the PTO went out. On our claim sheet it states that we would like to be contacted prior to any parts be ordered and installed in our lawnmower. We received a call that they needed to order a PTO and the day prior to receiving the lawnmower they said the put a new battery in without our approval. I did not want to pay for the battery since we did not have any problems with our initial battery and it seemed unfair that they were charging us for a new one without seeking our approval. While [redacted] was here I talked to the manager, [redacted] and tried to dispute in a very civil manner, about the charge of the new battery. She then proceeded to tell me that she does not trust me and does not have time for me and is calling the cops because of how uncooperative I was being then hung the phone up. She also claimed she will remember my name because she will never do business with me again. I simply disputed the battery charge. She then called her employer to take the lawnmower back to her shop and I could not receive the lawnmower until I paid with cash because she doesn't trust me (even though they accept credit cards and checks). I went in and paid the bill with cash and was told she was going to put our original battery back in the lawn mower and bring it back to us by the end of the day. [redacted] was very rude and unprofessional and put unneeded stress over an insignificant charge. She bullied the consumer (me) because she had the power to do so with holding my lawn mower hostage. I felt I was treated extremely unfair and very appalled by her actions.

Their new location is: [redacted]Desired Settlement: I expect a thorough apology letter from [redacted] for her rude and unprofessional behavior.

Business

Response:

We installed a new battery in the customer's tractor before we delivered it because the battery was dead and wouldn't hold a charge. We did notify the customer that we were replacing the battery the day prior to delivery because the mower wouldn't start and we tested the battery and the battery would no longer hold a charge and had to be replaced in order for the mower to start. We were not about to return the tractor to the customer with a dead battery and a tractor that would not start. The customer was in fact notified IN ADVANCE of the other necessary repairs and correlation costs associated with the repair. He was notified about the batttery the day before scheduled delivery and the total cost of entire bill and never said anything of the contrary and then the next day he is acting like this battery replacement was such a big surprise.

This complaint that has been created is over a battery that costs $48.95 plus tax. If we would have delivered the customer's tractor without it starting. He would have been upset about that too. If he did not want to pay for the battery (as he expressed at the time of delivery), we explained we would take the new attery out and replace it with his old dead one. I told my driver to bring the mower back to our location so that we could exchange out the battery for his old dead battery and that we would return it to him after his bill was paid for in cash. The reason that I was only willing to accept cash was because if he were to pay with a check or credit card, he would have the ability to stop payment on the transaction. I wasn't about to put myself or my company in that vulnerable position. We had already suffered enough of a loss with this job from the very beginning. I was not holdingthe mower hostage as the customer states. In order to swap out the batteries, the machine had to come back as the old battery was in our possession due to the fact that our vendor requires core returns from us for batteries. Also, I wasn't about to leave the tractor with the customer when he was refusing to pay for it. I was holding the tractor as collateral, not hostage, their is a big difference.

Mr. [redacted]'s wife called our store countless times during the time the tractor was here for repairs. We inform all of our customers IN ADVANCE what our estimated repair turnaround time is and that we will call them when it is finished. When a customer continues to call about the status of their repair it slows down my staff's production. My customer service staff is interruupted then they have to interrupt my service technicians to see if they have gotten to that particular job. Please don't misconstrue my position here, we have no problem with assisting our customers questions and inquiries, but habitual calling is just uneccessary.

We also were not compensated for the extra labor time that was involved with my driver being delayed athe customer's house with the battery dispute, my time on the phone explaining what we did and why. My driver's trip back to our location with the mower again, my service technician's time to remove the new battery and replace with the old dead battery. Their time involved on pushing the tractor back into the trailer since the mower would now not start due to a dead battery. My driver's time to re-deliver the tractor. I don not feel that I was rude or unprofessional in any way. I handled the situation accordingly and the customer is just upset because he feels we "overstepped" our bounds by replacing his battery and not notifying him at the same time we notified him about the other necessary repairs. Even though we did notify her about the battery situation the day before scheduled delivery and he didn't emphasize it was a problem at that time. I can't imagine why Mr. [redacted] feels that I added unecessary stress over an insignificant charge. If it was a insignificant charge then why is he so adamant about not paying for it?

I take extreme offense to the fact that Mr. [redacted] is calling me a bully. Bullying is a major empidemic in this country and people are committing suicide over being bullied. Using the term "bullying" loosely is horrible and Mr. [redacted] needs to realize he is blowing this situation out of proportion and should focus energy and effort solving real problems that exist in this world.

As for Mr. [redacted]'s request for me to write a thorough apology letter, I feel that is a little excessive. I apologized multiple times to him when he came into pay the bill. I explained that I hope there are no hard feelings and apologize the situation escalated to this. I do not plan on taking this situation any further.

Thank you for evaluating this situation realistically and with common sense.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.