Contact Name and Title: [redacted] , Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @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 [redacted] as we suggestedWe are waiting for their decisionThank-you!
Complaint: [redacted] 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 [redacted] & Lawn Boy model [redacted] ) to me at [redacted] Florissant I will accept this resolution merely to make this headache go away Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
12/11/2017: Thank you for the call this morning and this email. However, this email does not include thelinkwe discussed—which is necessary for me to respond online. (The attachment only allows me to read the customer’s response of which you just made me aware.) Here are my initial thoughts · His response does not contradictor even commenton anything I wrote about · I am especially curious about his feelings concerning this other shop’s fabricated story about his carburetor NOT having a rebuild kit available—and up-selling him to a complete new carburetor as his “only solution”. Is he writing the BBB about them? He should. · It is impossible to review a mechanic’s job—or recommend further work—without customer allowing us to see the mower. His complaint should have ended with his decision not to allow the owner to see the mower. Customer must take some responsibility for this decision. We have been in business over 65 years, when given the opportunity this situation could have been resolved quickly. · In my initial response, I did not ask for the other shop’s repair copy. As this remains unresolved, I would like to see this copy. · Also, I need to find out why we did not receive the original email notifications that we should have concerning both Mr. [redacted] ’s complaint & response. I appreciate the calls, but I would have known about both in a more timely manner if the email notifications had worked.12/11/2017: Mediation department emailed business and explained process and provided timeline of communication. 12/18/2017: Mediation department emailed business and provided photos & documents the consumer submitted for their review. (per their request)12/28/2017: Mediator emailed business to follow up. 01/03/2018: I do not want to continue debating with the customer over this any longer. To resolve this, we will grant the customer his request for 2 new blades—and we will ship them to his address. Customer should understand this allowance is to be the end of this matter—as in his own words he stated “I will accept this resolution merely to make this headache go away.” The Lawn-Boy blade is stocked, but the off-brand mower’s blade must be ordered. This usually takes 4 business days. Once received the complete order will be sent to customer by UPS the same day. Customer’s invoice is # [redacted] . Will you please contact the customer that we have met his demand—and mark this as “resolved” in your records?
Contact Name and Title: [redacted] , Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @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 [redacted] as we suggestedWe are waiting for their decisionThank-you!
Complaint: [redacted] 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 [redacted] & Lawn Boy model [redacted] ) to me at [redacted] Florissant I will accept this resolution merely to make this headache go away Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]
12/11/2017: Thank you for the call this morning and this email. However, this email does not include thelinkwe discussed—which is necessary for me to respond online. (The attachment only allows me to read the customer’s response of which you just made me aware.) Here are my initial thoughts · His response does not contradictor even commenton anything I wrote about · I am especially curious about his feelings concerning this other shop’s fabricated story about his carburetor NOT having a rebuild kit available—and up-selling him to a complete new carburetor as his “only solution”. Is he writing the BBB about them? He should. · It is impossible to review a mechanic’s job—or recommend further work—without customer allowing us to see the mower. His complaint should have ended with his decision not to allow the owner to see the mower. Customer must take some responsibility for this decision. We have been in business over 65 years, when given the opportunity this situation could have been resolved quickly. · In my initial response, I did not ask for the other shop’s repair copy. As this remains unresolved, I would like to see this copy. · Also, I need to find out why we did not receive the original email notifications that we should have concerning both Mr. [redacted] ’s complaint & response. I appreciate the calls, but I would have known about both in a more timely manner if the email notifications had worked.12/11/2017: Mediation department emailed business and explained process and provided timeline of communication. 12/18/2017: Mediation department emailed business and provided photos & documents the consumer submitted for their review. (per their request)12/28/2017: Mediator emailed business to follow up. 01/03/2018: I do not want to continue debating with the customer over this any longer. To resolve this, we will grant the customer his request for 2 new blades—and we will ship them to his address. Customer should understand this allowance is to be the end of this matter—as in his own words he stated “I will accept this resolution merely to make this headache go away.” The Lawn-Boy blade is stocked, but the off-brand mower’s blade must be ordered. This usually takes 4 business days. Once received the complete order will be sent to customer by UPS the same day. Customer’s invoice is # [redacted] . Will you please contact the customer that we have met his demand—and mark this as “resolved” in your records?