Art's Lawn Mower Shop Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,

Complaint: ***
I am rejecting this response because: I) do not feel this offer adequately compensates me for money spent on repairs when the mower was in no better condition when it was returned to meIf Art's will agree to ship two new blades ( MTD model *** & Lawn Boy model *** ) to me at *** *** Florissant I will accept this resolution merely to make this headache go away
Sincerely,
*** ***

We would like to respond to the customer's complaint, and also offer some additional details, clarification and correction Customer brought his Lawn-Boy mower #*** in for diagnosis & repair 6/21/17. After speaking to the owner the repair was completed with a same-day turnaround
(as a new customer courtesy) when we were actually running 2+ weeks. The owner also waived the normally required $deposit. Our technician found debris in the carburetor and fuel tank--we flushed the carburetor, fuel tank, and fuel lines. The only part replaced was a fuel filter. This is stated on his repair invoice (attached). While in the process of doing this, the carburetor was re-assembled (rebuilt) WITHOUT any new parts (carburetor kit or new carburetor). (Often carb rebuilds require the extra expense of a carb kit--this was not the case here--as no parts were replaced.) The unit started & test ran for the technician at this point--and he felt that the repair was sufficient--without any need for the customer to incur the additional cost of either a new carburetor (or carb kit). The mower also re-started and ran for our final test when customer returned, prior to loading, as per our piprocedures Customer was met and greeted by many of our employees, and he graciously wrote two glowing reviews about how everyone at Art's was "helpful and friendly" and how he was "treated more like a friend than a customer" Customer returned with his mower the following week. We were made aware of an altercation that occurred with one particular clerkCustomer felt the employee was disrespectful, and the employee had taken offense to customer's comment that we probably didn't even do the work stated. This was prior to any evaluation of the mower. Customer then left with the mower. After hearing of the disagreement, the owner called the customer that afternoon and offered an apology for any rudeness on his employee's part and also to look at the mower immediately (without deposit). Customer stated he had already made other arrangements to have the mower looked at elsewhere, and declined to bring the mower back Later that week, customer wrote reviews regarding this employee's "disrespectful attitude". In an effort to again reach out to the customer, the following was our online reply: "MrXXXX, we again apologize for your experience at our service counter TuesdayI understand that the owner contacted you shortly after you left to discuss what had transpiredThe clerk has been disciplined regarding her poor attitude--which as your earlier review noted--is the opposite of what you experienced with everyone else you encounteredWe realize your comments at the time were vented out of frustration with your mower's problem--but it is still not acceptable for our clerk to have reacted unprofessionally Because we also understand the negative action of one individual can counteract the positive actions of others--we take your experience very seriouslyWe hope you will allow us to re-earn your trust." Now, nearly two months later, we are reviewing this situation again. We feel that the customer's original repair was handled properly--even expedited as a special favor. If our technician erred on the conservative side--and the mower indeed needed the carburetor (or kit) replaced, the previous labor would have been applied to that additional part--as work performed has a day guarantee. Unfortunately, the ability to evaluate the situation was taken from us--when the customer chose not to bring the mower back Customer states the "other shop" told him a carburetor kit was NOT available for his model--and apparently sold him a complete carburetor assembly. In fact, a carb kit IS available for his model (Kohler engine #***), it is part #***, for $(which we keep stocked). As for the "other shop's" evaluation of missing & broken carb parts, I cannot comment--except to note that when the unit left here it was running--if it wasn't we simply would have recommended additional work. So, their evaluation makes no sense. Carburetors with missing & broken parts do not run--at all--ever Our technician may be guilty of possibly not going far enough on initial repair--by trying to save customer additional expenses he did not feel necessary. This "other shop" is guilty of outright fabrications AND telling customer his only option was for a NEW carb! Despite this, we are willing to offer the customer a partial credit in consideration of his negative experience with our one clerk. Had the original repair not been completed (only evaluated by the technician ) our "tear down, diagnose & estimate without repair " charge would have been $50.00. The customer may contact us for a courtesy credit of the difference, $(rounded-up). Thank you!

12/11/2017: I was offered a refund of $but I didn't take the refund because it was half of what I paidThey can send me the parts (blades) if they wantThey fixed my carburetor (rebuilt it) and I still had the same problem with it stopping after they did the work12/14/2017: Mediation department emailed consumer requesting documentation01/03/2018: Mediator emailed consumer business offer01/03/2018: That sounds perfectThank you

Initial Business Response /* (1000, 7, 2015/11/14) */
Sorry for the delay in responding
We have pulled the receipts for customer's purchasesHe has indeed purchased this belt times earlier this yearWe have spoken with both clerks in our Parts department who worked with the customer
Unfortunately, the time delay since August makes remembering these specific transactions in any detail very difficultWe would have appreciated having the customer speak to our Service Department at the time he was having difficulties, and perhaps could have resolved the issue then
The complaint that the belt "stretched" is the dilemmaQuality belts with tensile inner cords do not really stretch in lengthSuch is the case with all John Deere beltsThe outer rubber will stretch to fit/move around the pulleys, but the length can not "stretch" in a way that could make the belt unusableAll our clerks are aware of this, so I'm unsure how customer feels someone inferred that "temperature stretches belts"
I will attach pages from both the customer's owner manual and from John Deere service guides, in regards to proper adjustment of this belt after initial installThe procedure for this particular belt application requires customer to check and adjust belt tension after the first hoursPerhaps it was at this time that customer felt the belt was unusablewhen it really just needed the recommended re-tensioning
We would be happy to measure customer's first belt against a new belt to demonstrate how little a belt can actually changeWe can also go over the adjustment procedure if the attached documents require additional explanationIf anything is amiss we can contact John Deere on customer's behalfWe look forward to hearing from the customer
Initial Consumer Rebuttal /* (3000, 11, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All the belts purchased from Arts lasted longer than daysI have my owners manual for the lawn mowerI would like a refund, as stated before
Final Business Response /* (4000, 13, 2015/11/19) */
Since we have not yet heard from the customer, we are confused as to how the latest response can be "dissatisfied"We are waiting for customer bring in the belt for inspection at his convenience
If there are any issues found with the belt, we will contact the manufacturer and easily issue a refund on their behalfAs at any store, a refund can only be issued if a product is returned and found defective(Then, like most manufacturers, parts we deem defective must still be sent to them for verification of failure type.)
If customer's belt is defectivethe requested refund will be givenPlease return with the belt for inspectionWe will be happy to help

I'm the owner Art's, and I did discuss with James his concerns last week! My offer to him was a store credit, but not for $dollars as he states (although he did ask for a total refund of $100) My offer was for a $credit, despite the actions the customer took on his own at another
shop I made this offer, as one of his first statements were that if I would settle this dispute he would continue doing business with us.James did not call us or return with his unit to discuss that he still had an oil leak issue, but instead took the equipment to another shop and had them repair it I stand by my comment that the mechanic working on his unit was well qualified and meticulous in his inspection This is our 65th year in business, and all repairs from Art's come with a day guarantee--but the customer must make US aware of a potential issue and allow us to evaluate and/or correct the situation ourselves.When a machine starts to slowly leak oil, it gathers dirt & debris! To assess conditions, the unit has to be cleaned thoroughly (not just waving a wand and expecting oil and debris to go away) For this reason, pressure washing equipment is standard procedure when looking for a leak Notes given to the service writer were that there was "oil coming out of the muffler" The tech ran the unit for min and saw no leakage afterward Our job ticket shows that customer had done some work himself, such as; carburetor work & changing oil & removing a mouse nest from under shroudour description was in response to those notes Our work order was for the oil leaking from muffler, with only $max allowed to repair OR to call to customer with a estimate (if it were to exceed $150) As for the deck repair he needsCustomer should have been aware of noises coming from his deck before leaving unit, but yet there was no mention of wanting an estimate to evaluate or repair spindle problems with mower deck Had we evaluated these issues--customer would have said he didn't "authorize" that either In regards to the time-frame the customer outlines: Unit was brought in 06/03/16, was evaluated by the mechanic on 6-14-16, and also pickby customer on 6-14- Request for refund was last week (August) As customer states, he will no longer be coming in to our store--so my offer of the $store credit will not be satisfactory As a one time concession, I will refund $of customer's deposit

My apologies for missing the first email... In response to customer's concerns:While we do have a day work guarantee, we often go beyond that time frame if there is a problem with the repair work that we have done. I will extend this time frame to review this mower if customer
will bring the unit in soon. Customer had our "Package #Full Power Tune-up" (repair #***) and was picked-up on 5-13-16. The mechanic noted that dirt/debris was found in the fuel system. This was flushed out as part of the package--but was brought to the customer's attention on their receipt. We do this because often this situation is repeated and re-contamination occurs if the source of the debris is not corrected. This is not to say the customer's current issue is related to this. As we have not been able to examine the mower, I can not say what the issue is or if there would be any additional charges. As with any customer concern, we will only be able to evaluate the situation once a mechanic can see the unit. Although I do not know to whom the customer spoke when calling in, it sounds like they were told about various situations that cannot be covered by our guarantee and the possible costs involved. (Customers often ask for estimates or guarantees over the phone--but obviously nothing is known until a unit is seen.) The work guarantee covers any work we performed in the package as well as the parts we installed--but we cannot cover things that are outside of the mechanic's control. If there is any issue with the work we performed--there will be no charge--even beyond our day guarantee. As a courtesy to the customer, I will have a mechanic evaluate the mower while he waits. In the event the issue is not covered-- there will be no charge for this evaluation.Please call *** *** when you are able to bring the mower in, so that I can have a mechanic ready to assist you. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me as long as the deposit is refunded in cashCustomer would like to be informed on how and where to receive the funds
Sincerely,
*** ***

Contact Name and Title: *** ***, Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@artslawnmowershop.com
I'm responding to our customer's concerns regarding the pressure washer that he and his wife purchased on 4-3-I was the salesperson that helped them originally, and I have
reviewed the details of his repair issue
When the unit was brought in for repair on 4-17-15, the estimated turn-around for repair was noted (to customer and also posted at our service counter) as being 5-14-Holding very close to that estimate, customer was contacted on 5-16-with the mechanic's diagnosis
The routine for dropping off equipment requires our service writers to create a "work order ticket" at the computerthen follby going outside to physically view the unit and tag itThe service writer must include customer's name, address, contact phone #s, unit's model & serial numbers, the date of purchase, projected completion dates, customer's description of the problems, and deposit payment informationAll this before printing the ticket that is taken outside to inspect the unitOften, as in this case, customers are anxious to "show us" the problem, not realizing the paperwork necessary to get startedThe writer recorded customer's issues as "wand no longer works / gets hot at the green base when running"
It is also routine for our service writers to remind customer's that not all repairs can be covered by warranty, and that only the mechanic (not themselves) can make that determinationIt is our goal to cover all possible repairs by warrantywe want to find warrantable repairsbut there are restrictions we must followA warrantable repair is a WIN-WIN for Art'swe get paid by the vendor for the repair AND the customer is thrilled! There is NO advantage for us to not cover a manufacturer's warrantyThese situations are a LOSE-LOSE as we get no payment from the vendor AND often become the target of the customer's disappointment
Diagnosis: Mechanic found pump was overheating because water was restricted due to rusty valves and corroded pump housingThis water damage is not a defect, it is a maintenance issueCustomer's basement storage was finewe do not see any freezing damagejust water corrosionThe vendor's warranty covers parts & labor 100% if defective parts were foundIf we initially covered this under warrantyto satisfy customer's demand we would be penalized when these items are recalled by the manufacturer to verify our mechanic's diagnosis of the failure
The quote to replace the pump was $+ $labor, the wand components $With freight & tax the estimate was to leave no more than a $balance (after $deposit)As the sale price of this model was $399, we realize this news is difficult to hear
I routinely supply the owner's manuals with every unit we sell, as well as going over basic care & starting proceduresIf the customer does not remember receiving one, he certainly knows there is always maintenance needed for power-equipmentHe could have simply called to ask for a copy or asked for procedures to be outlined
We supplied the customer with the vendor's direct customer service phone numberIt is the vendor's warranty coverage which the customer is questioningWe are the messengerWe sympathize with the customer's situation, but authorizing this repair to be warranty can only be done by the manufacturerIf the vendor authorizes a special allowance we will be pleased to complyPlease let us know! Thank-you
P.SWhile in process of responding to this complaint, we were notified that the customer has contacted *** *** as we suggestedWe are waiting for their decisionThank-you!