Awesome Machines Sales & Rental

I am rejecting this response because: The machine was never satisfactorily repaired Because the parking brake did not work the tractor quit due to safety feature in the seat when I got off the tractor As a result when I spread multiple loads of horse manure, the battery ran down due to constant getting off and on the tractor I had Awesome Machines pick up it the tractor thinking that the problem was due to a spring that was disconnected from the brake pedal When I got the machine back the second time ,it hardly ran despite putting in a new battery which I purchased from [redacted] *** It ran when I first got it and hardly moved when it was returned the second time When I talked to [redacted] about it, he was real grouchy and refused to do anything I would like the machine fixed to satisfactory working condition or be given a partial refund The biggest problem I have with this business is [redacted] 's poor customer service and that he was not upfront about the repair before I authorized it

I am rejecting this response because:  The machine was never satisfactorily repaired.  Because the parking brake did not work the tractor quit due to safety feature in the seat when I got off the tractor.  As a result when I spread multiple loads of horse manure,  the battery ran down due to constant getting off and on the tractor.  I had Awesome Machines pick up it the tractor thinking that the problem was due to a spring that was disconnected from the brake pedal.  When I got the machine back the second time ,it  hardly ran despite putting in a new battery which I purchased from [redacted]  It ran when I first got it and hardly moved when it was returned the second time.   When I talked to [redacted] about it,  he was real grouchy and refused to do anything.   I would like the machine fixed to satisfactory working condition or be given a partial refund.   The biggest problem I have with this business is [redacted]'s poor customer service and that he was not upfront about the repair before I authorized it.

The unit was checked in August 23,2016 with the description from the customer of Forward and Reverse pedals not working, no resistance on them. This was corrected. The parking brake was non-functional when unit came in. This was a result of the pedals not working. As far as the battery going dead...

because of the parking brake, this will not happen as long as the key switch is turned off. There is a safety switch on the brake pedal that will not allow the unit to start if it is not depressed. Again if the key is off there is no power to any of these switches.The unit was brought back in on September 28, 2016 because of a no start issue and the brake pedal spring keeps coming of. There was a linkage arm that did come off because it was routed under a bracket instead of on top. This was corrected. I called the customer about the battery and he said no to the battery. If the unit is not charging there is power being used and will eventually discharge the battery.I did inform him he may need to take the unit to a [redacted] dealer.I do not tell anyone to not repair there machine. I give them the coast of repair and let them make a decision as to do the work or not.I do tell customers that if the cost is more than 1/2 the cost of a new unit you may consider purchasing a machine then. But it is there choice.[redacted]Service Writer [redacted] our service writer has given his account of the issues at hand and I, [redacted], general manager would like to say that [redacted] has been employed as our service writer for 11 years since our company has been open. he very detail oriented and while he typically has to deliver news that most are not excited to hear, he delivers it on a daily basis anyway. I fully trust in his ability to make decisions on customer equipment as his mechanical background is a good base for service writing. I am enclosing the invoices that were given to Mr. [redacted] when he picked up his tractor and I hope that you will see hat any issues that he is disputing were laid out on the invoices so as to assure that he knew the chances of repairs "completely fixing" the unit were not absolute. This was stated to him before any of the work was done as is reference from the calls left by [redacted] that are noted on the invoices. This tells me that [redacted] could see that this might be a tricky situation as far as the repairs were so he wanted to give the customer advanced notice that while we could work on his unit, it would not be able to be guaranteed to "fix" the unit. The invoice shows that Mr. [redacted] accepted these terms and agreed to have the work done regard[redacted]s of [redacted]' advanced notice of the possibility that the repair work may not completely fix the unit as it was before the issued started.While we are committed at Awesome Machines to always provide the best customer service possible, there are certainly times where we must make hard choices to what extent we will and can go to keep customers happy. In his case, it is our thought that there were multiple times where Mr. [redacted] was told what we found and what we were doing to his mower through out the entire repair process. When he called to let us know that the spring was off of the brake pedal, we instantly as it was not a difficult fix to go ahead and pick up and deliver the unit at no charge and performed the repair at no charge. This was done as we were open to the idea that he had agreed to spend money on a repair that would not leave his tractor operating as it's peak performance and the spring repair would not be a timely fix. Our general rule is that if we have to question a decision on a customer we get together and discuss how we would we would want to be treated were we in the same situation. We were confident that the free repair and pickup/delivery for the spring was more than we would ask ourselves. The spring was not off of the mower when it left our shop or we could not have started and driven it onto the trailer to return to the customer in the first place. This led to our decision that to not charge for the second repair would be helpful to the customer and would show our good faith as a business that we were committed to helping our customers out when possible.Again we are a small business and customer satisfaction is paramount to our success. At the same time as a small business we cannot afford to lose money at the request of every customer if it is not fair to us to do so. We go to great lengths to keep every customer happy and will continue to do so but at this time it does not seem fair to us to give Mr. [redacted] a refund for work that was done to his mower when he was forewarned of any issues that may still be present after doing those repairs. We feel he was more than adequately notified through the process and we did no do the work until he personally called us and gave us permission to do the work. I would be happy to discuss this issue further if Mr. [redacted] has anything else he would like to add and while I don't feel a refund is fair I would still be happy to discuss the issue further if Mr. [redacted] would like to. thank you for your time in this matter and I look forward to what will hopefully be a swift resolution to the claim at hand. Regards,[redacted]General ManagerAwesome Machines