Art's Lawn Mower Shop Inc

12/11/2017: I was offered  a refund of $50.00 but I didn't take the refund because it was half of what I paid. They can send me the parts (blades) if they want. They fixed my carburetor (rebuilt it) and I still had the same problem with it stopping after they did the work. 12/14/2017: Mediation department emailed consumer requesting documentation. 01/03/2018: Mediator emailed consumer business offer. 01/03/2018: That sounds perfect. Thank 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 me. If Art's will agree to ship two new blades ( MTD model [redacted] & Lawn Boy model [redacted] ) to me at [redacted] Florissant 63033 I will accept this resolution merely to make this headache go away.
Sincerely,
[redacted]

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 #[redacted] 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 $50 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 normal pick-up procedures.   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 clerk. Customer 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 2 reviews regarding this employee's "disrespectful attitude".  In an effort to again reach out to the customer, the following was our online reply:   "Mr. XXXX, we again apologize for your experience at our service counter Tuesday. I understand that the owner contacted you shortly  after you left to discuss what had transpired. The 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 encountered. We 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 seriously. We 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 30 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 #[redacted]), it is part #[redacted], for $9.08 (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, $40.00 (rounded-up). Thank you!

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 Revdex.com 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 4-3-14. 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 5-14-15. Holding very close to that estimate, customer was contacted on 5-16-15 with the mechanic's diagnosis.
The routine for dropping off equipment requires our service writers to create a "work order ticket" at the computerthen follow-up by going outside to physically view the unit and tag it. The 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 information. All this before printing the ticket that is taken outside to inspect the unit. Often, as in this case, customers are anxious to "show us" the problem, not realizing the paperwork necessary to get started. The 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 determination. It is our goal to cover all possible repairs by warrantywe want to find warrantable repairsbut there are restrictions we must follow. A 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 warranty. These 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 housing. This water damage is not a defect, it is a maintenance issue. Customer's basement storage was finewe do not see any freezing damagejust water corrosion. The vendor's warranty covers parts & labor 100% if defective parts were found. If 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 $189.25 + $84 labor, the wand components $40.45... With freight & tax the estimate was to leave no more than a $310 balance (after $45 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 procedures. If the customer does not remember receiving one, he certainly knows there is always maintenance needed for power-equipment. He 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 number. It is the vendor's warranty coverage which the customer is questioning. We are the messenger. We sympathize with the customer's situation, but authorizing this repair to be warranty can only be done by the manufacturer. If the vendor authorizes a special allowance we will be pleased to comply. Please let us know! Thank-you.
P.S. While in process of responding to this complaint, we were notified that the customer has contacted [redacted] as we suggested. We are waiting for their decision. Thank-you!

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 cash. Customer would like to be informed on how and where to receive the funds.
Sincerely,
[redacted]