Big Bubby's Restaurant

8/21/2017I just finished reading your letter from the attorney's General's office, and I also read the Revdex.com letter that was also received from their complaint.This customer is all over the place with with his remarks of the repair of his letterI will give you a run down of how everything happened from the day it came in till we called the customer their mower was finished.We have different repair costs when we take a repair inWe do over repairs on lawn mowers and weedwackers and garden equipment form between April till August 31.When we take a piece of equipment in if a customer wants a complete price before we do a repair, we tell them they can bring it in for an estimate charge of $and after we diagnose the mowers problems if they want the mower repaired the $goes towards the cost of the repair and if they don't want the mower repaired after we give them a price the $is forfeited, or the other type of repair we do is they can have it repaired and they have to leave a $deposit-non refundableIf the mower is not worth repairing the customer forfeits their $deposit to pay for our technicians time and if the mower is repaired and everything is good, we credit the $off the customers biliEither way, the customers gets his valueWhen we do the estimate we spend a lot more time in evaluating the situation, that's why its more money for an estimateMost times though if the mower comes in with fuel related problems we really cant do an estimate due to we don't know if cleaning will solve the problem or replacement of parts to the carburetor has to be doneThis customers unit came in and the initial problem was fuel relatedYou have to fix to get the mower started so we can see if there are any other problems with the mowerWith out getting it started no other work can be doneMost times when Fuel related is a hard callMost of the time cleaning and replacement of gaskets solves the problem (90%), but in this customer situation, the time we spent on cleaning reverted back to replacement of parts unfortunately.The only difference between the estimate charge of $and the $charge is the $estimate we spend a lot more time getting an exact price before actually repairing the mower completely and if the customer decides they don't want the mower repaired they forfeit the $and if they do want it repaired, we deduct the $off of their billAs with the $charge, we just go ahead and repair the mower and deduct the $off the final price of the mower unless we feel the mower is not worth repairing and as I said the $goes towards our technicians time.There were several problems with this customers lawnmowerIf this customer is tell you that he had this serviced every year and spent $every year and took care of it, then he is not telling you the truth or the technician who did this work did not do a good or correct job and did not do a qualified technicians workThe first thing we have to do before working on a small engine is to get it basically runningWe can't do anything to repair a unit if its fuel related until we get it startedThis customer left gas in his mower over the period of at least months, I guess between the fall and the spring time and when you do this the gas gets thick and corrodes all the jets in the carburetorIf you read the manual that comes with this mower, it states that at the end of a season, or if the unit is not to be used for a period of days or more, either turn the unit on and let it run till the fuel is out of the unit, or dump the gas out, turn the unit on until it just dies outBy doing this and letting it run until it just shuts off you are getting rid of all the gas in the unit, and there is no gas to gum up or corrode the carburetor, and when directions are followed and you put fresh gas in the next season or time to use the mower, the mower will start with just one or two pullsHonda makes one of the best engines out there, and are top flight engines, but if you don't take care of them, then you always run into problems starting themThe first thing we do is to take the carburetor off, clean all the jets out, soak the carburetor for hours in a special solution and then replace and put everything back together and install all new gaskets on the carburetorThis unit has actually five to gaskets between the carburetor, air cleaner and engine, and if any of the gaskets are bad due to poor maintenance of leaving gas in the unit for an extended period amount of time, all the gaskets have to be replaced.After cleaning the carburetor, and reassembling the carburetor, it was diagnosed that the carburetor had to be replaced, with another set of gaskets due to the gas corroding the internal parts of the carburetor and after trying to save the customer from being charged for a new carburetor.We then ordered in a new carburetor, and gaskets, and the carburetor was on back order from Honda, so we had to wait till we received the parts which took several weeks for us to receive the replacement carburetor.If parts are needed, and the manufacturer does not have the parts in stock, we have to wait until we receive these partsWe have no control over this back order issueThis only happens a few times a year, but when there is a long back order, we don't make the parts, we have to be patient until the manufacturer ships the parts to us.After receiving the new carburetor and gaskets, as many weeks went by until we finally received our parts for this customer from the factory, we put the parts on, and got the mower runningAfter doing this, we confirmed there now was an additional problem with the mower, as the engine had an internal problem with the governor, and that repair had to be addressed and fixedAt this time we had to see if the mower was worth putting any more time intoWe already had over an hours into this mower and $in parts that were already paid for, so we looked the mower up on line and saw the mower sold for brand new at the time it was purchased $you have to remember, Honda is one of the best mowers out there and one of the more expensive onesWe felt that if the only other problem was the governor which would take another hours to repair, and $in parts, and if we reduced our labor rate from charging the customer for hours to only charging him hours, the cost of repairing this mower would be worth it as long as the mower was in 100% working order, and the customer would get an additional to years even up to years more or maybe longer after our final repair if the mower was cared for properlyWe have customers bringing in mowers as old as years old for repair because they are maintained and taken care of.Remember, this mower was brought in for repair, not an estimate, we cant estimate cost when its fuel relatedOut of repairs that are fuel related from leaving gas in the mower for over months, 95% of these mowers can be cleaned and repaired by cleaning and rebuilding the carburetorFive % and those few sometimes the damage is too far gone from leaving gas in a unit for an extended period of time and this sometimes corrodes the carburetor from repairing and just has to be replacedWe just don't know until we work on that particular unit.Since we felt we had all this time and parts into this unit, and we cant call the customer and ask them to pay us $to $for repairing his carburetor, and the mower still does not run correctly, we determined that we have no choice in finishing up the repair and fixing the governorWe were at a catch place, and since the mower was worth the repair, and the mower would be in 100% working order when we were done, we finished the repair of the mowerThe final price on the mower was $less their $deposit which comes We had hours of work into this unit, but we only charged the customer for hours of labor, and our company absorbed the other hours to be fair to the customer so everyone would be happy,In reference to us telling the customer, that we sent this mower to Honda, we never said anything like thatWe told the customer we were waiting for parts to come in from Honda, and we have no control if parts are on back order.In reference for us telling the customer a price before we work on their mower, we give customers average costs on what other mowers cost to repair, and we tell them depending on whats wrong with the mower, costs can be from $to $depending on what we do to them, the level of mower that are coming in, but the average on a mower is between $to $for full serviceWe never give a firm price as we just don't know and no regular counter person in the store has no idea on pricingHe says he asked one of our counter people a price, but a regular salesman would have no idea as they don't work on mowers and they have no idea of whats wrong with his mowerI don't know where he came up with this info.Another thing here is the cable was broken on their mower when they brought it in who ever used this mower last in their family, weather it was there relative who gave them the mower, he must have known the cable was broken, as this did not work either, but remember what I am told in his letter, they had this mower serviced every year or so and spent $to $on a routine basisThis statement is not true, as the reason why this mower was in poor shape when it came in was correct maintenance was not done correctly.This customer said we also quoted him $when he came in this is impossible as the counter people have nothing to do with pricing, don't know what parts were used in his repair, and by him stating he was given a price is not correct.In fact, he says his mother brought this mower in, and he was not present, so how is he stating this infoHe was not Evan hereIs he just pulling this info out from the conversation he had with his mother and thinking what was saidMost of the allegations he is making just don't go well and make Sense in this puzzle of comments???.We would not do the quantity of repairs we do if we were not competitive in the market placeWe are also factory authorized repair stations for almost companies out in the marketplaceWhen a customer purchases a mower, or weed wacker, and they have a warranty for this product, they are instructed to bring their equipment here so it can be repaired and we bill the manufacturerThe same way when you buy a car, and it breaks down, you can take it to any authorized dealer and the car is repaired for free to the customer and the auto dealer bills the car manufacturer.I could keep going on about what this customer is saying with reference to hearing salesman say other thingsThis is not true as we have been in the repair business for years, and most of our customers are repeat customer who are very happy with our work.I will try to work with this customer after all the untruthful things he has saidThe balance due right now is $we have hours into this mower and are only billing him for hoursI will deduct an additional $off the price of this mower and the piprice will be $235.00, this will be our final offerWe are losing money on this final offer, but we have been in business for years and we try our best to satisfy mostly everyone.The customer claims we gave them a price when they brought this mower inwe write on the repair ticket and have them sign the repair ticket the cost per hour plus partsWe never know what parts this mower needs as every mower is different and comes in for various reasonsWe quote $Hour plus parts and we have the customer sign right where we write thisPlease look at the repair ticket with her signature.If the customer does not want to pick this mower up for balance due of $which we are being extremely generous and are trying to do the right thing here, we will put the mower out for sale for the original repair cost of $this mower will sell right away since the mower is worth this cost.Andy S

02/[redacted] brought his [redacted] rotary hammer into our location on 11/28/2016.Before we can do warranty work on certain [redacted] power tools, we must get authorization from [redacted] (manufacturer) that they will cover this tool for warranty work.The day [redacted] brought his [redacted] hammer drill in, we called [redacted] and his warranty claim was denied on the phone by our district manager as we were told there was only a one year warranty on this tool and the tool was way past a year old[redacted] instructed me that his manual and warranty card stated there was a year warrantyinstructed [redacted] that he would have to e-mail me the booklet and warranty card showing where it stated yearsAt that time instructed [redacted] to e-mail me a picture of the manual and warranty info so I can go back to [redacted] to get authorization to do the warranty work at no cost to [redacted] ***.I also instructed [redacted] that after he sends me documentation, and his e-mail to follow up with me to verify did in fact receive it.receive over e-mails a day, and I wanted to make sure [redacted] was not missed.On December 4th [redacted] called to check on his [redacted] toolI answered and went to check on itI then came back to the phone and asked him when he e-mailed the information over to us.I went and checked the computer, and saw that his e-mails went to our spam folderasked Mr Knopf that instructed him once he sent the documentation to us, please call us and verify we received his EmailI EXPLANED HIS E-MAIL WENT TO OUR SPAM FOLDER AND NEVER RECEIVED HIS ORIGIONAL OR E-MAILS.I came back to the phone, explained this to him and told him we would proceed with the warranty and repair his tool no charge.We never told [redacted] ***, that we could not locate his toolAs soon as we had the information we needed, we immediately processed his tool for re-pair and ordered the parts that were needed.We did not tell [redacted] to come back the following week, we told him we ordered the parts needed to repair his tool, that there was more than just the brushes wrong with his [redacted] power tool, and we would notify [redacted] when his tool was ready to be picked up and finished.We never refused to return his product, we explained the parts had to be ordered in from the factory, once we received the parts he would have the tool back in approx a week to week and a half[redacted] just wanted his tool back sooner, and I will repeat, we could not give his tool back to him, until the parts were received from the factory and S&H Hardware can not be held responsible if we don't have the parts in from the factory to repair his [redacted] tool.The [redacted] drill had to have a complete armature assembly replaced and a new brush plate assembly.The tool was finished on 01/27/and was picked up by [redacted] on the 29th of January fully repaired[redacted] was also hostel and argumentative when he came to pick it upWe have no control of how long the parts take to come in once we order the parts after our technician looks at the tool, determines what is wring with it.The turn around time on repairing a tool once it is brought in all depends if the parts are in stockThere was also a holiday involved here where the factory closes down between Xmas and new years,We are only a repair service station, and [redacted] is taking his frustrations out on the wrong people.Andy SService Manager

August 06, 2015Dear [redacted] :This letter is in reference to S&H Hardware's completed “Special Order” Invoice document number [redacted] for “Special Order” decorative interior door hardware (Knob & Door Knob Plate Set). This is hardware that the customer opted to purchase, with full... knowledge of “Special Order” non-stocking status with S&H Hardware and the manufacturer. Although the customer was provided several hardware options that were standard offerings from our manufacturer's with four to six week lead times, the [redacted] 's opted to “Special Order” hardware that was not hardware listed in any standard configuration and in “Special Order” finish, not readily available.On December 18th, 2014 [redacted] visited our showroom looking for door hardware to restore an older home. Working with her salesman, Mr. Jim S [redacted] (our showroom manager), [redacted] was offered multiple hardware options. [redacted] desiring a special finish and other intricacies for the door hardware, opted for hardware that was to be made to order and in a “special order” finish, not ordinarily available and only available as “Special Order” with our manufacturers. [redacted] was informed at that time, that this would be a long lead time with a minimum of twelve to sixteen week lead time.As [redacted] has indicated, she didn't make her first contact until April 11th, 2015, demonstrating this customer's understanding that the order was a long lead time due to it's custom nature. At the time of [redacted] 's telephone call on April 11th, 2015, the customer was informed that the crystal doorknobs were about ten days to two weeks from arrival. Mr. S [redacted] also informed the customer that the “ [redacted] ” doorplates did not have an ETA by the manufacturer at that time, as they were still in manufacturing.On May 30th, 2015 (about six weeks latter) [redacted] called the store to inquire about the order. At that time [redacted] was informed that the crystal knobs were in and that we were awaiting the delivery of the “ [redacted] ” doorplates. On July 7th, [redacted] came into the store to pick up the crystal knobs. At that time she was again informed that we were just awaiting delivery of the “ [redacted] ” doorplates, and that the manufacturer confirmed that they were manufactured and in finishing and that we would have them shortly.The “ [redacted] ” doorplates were received from the manufacturer on July 17th, completing the customer's “Special Order”. Yes, the product had a long lead-time, but the customer was informed, prior to the order, that this order had a minimum lead-time of twelve to sixteen weeks. The optimal word here, was “minimum”, as this hardware was “Special Order” with the manufacturer in a finish that was a very difficult and “special finish”.The reference that [redacted] makes to S&H Hardware offering a refund is fallacious. [redacted] was informed that if the manufacturer could not provide the merchandise as order, that of course S&H Hardware would refund her deposit for that hardware, but in no instance did S&H Hardware of any of S&H Hardware's representative offer a refund during this period.Most communication with [redacted] was done by e-mail, and there is no conversation of a refund in any e-mail correspondence. The only mention of a refund was in an e-mail, where Mr. S [redacted] indicated that the paperwork was referred to the home office. Again, it goes without saying that if we could not supply a product, S&H Hardware would be obligated to refund any moneys paid by the customer toward that product. But the manufacturer had manufactured and delivered the “special order” merchandise. Our office could not consider offering a refund, when the merchandise had already shipped from the manufacturer and the manufacturer was already paid for the product.Once again, we understand that the order took substantially long to deliver, but that was a precursor on this order. The customer was well informed that the product they were ordering was not off the shelf, assemble, out the door merchandise. The hardware was manufactured under the criteria and non-stocking finish that they chose and required, thus the “Special Order” status and the long lead-time. This is hardware that was “Special Order” for the manufacturer. [redacted] entered this transaction with open eyes. Attached please note the “Terms & Conditions” page, bearing [redacted] 's signature. The order is for hardware that was made to order under the customer's specifications. [redacted] did not want to compromise for hardware that was industry standard and available, hardware that would have been two to three week delivery. Instead, the customer opted for hardware that was not industry standard, readily available hardware, and was well aware that this hardware had long lead times, having been informed a minimum of twelve to sixteen weeks.If the customer had reservations about the long lead time, she had every opportunity to cancel this order with-in the first twelve weeks of the order, where we could have canceled the order with the manufacturer without cost or penalty, not to wait until ten days prior to our receipt of the balance of the customer's order. Please note the order had shipped out at the time the customer requested cancelation and a refund for the order, ten day's prior to S&H Hardware's receipt of the order. The hardware was shipped out of the west coast, bearing a five working days or ten week day delivery, substantiating S&H Hardware's claim that the hardware had shipped prior to the customer's request to cancel and refund the order.Finally, although it is always S&H Hardware's intention to satisfy all our customers, under the present terms and conditions, this is not possible. Although we would love to satisfy our customer, S&H Hardware cannot refund the customer for hardware that was custom made to order under the customer's request; when S&H Hardware has received the custom hardware that was ordered by our customer. In addition, the manufacturer has been paid for this hardware prior to manufacturer of the hardware as is terms in our industry, in addition to all costs of freight and shipping in from that manufacturer. In Addition, This manufacturer will not contemplate any return or restocking of this order due to the “Special Order” nature of the hardware. In conclusion, S&H Hardware has the “Special Order” that [redacted] had order (since July 17th, 2015) on our sales order # [redacted] . The customer was well aware of the “Special Order” and custom nature of this order, along with long supplier lead times. Unfortunately, some of these orders take longer to satisfy than others, being dependent upon the manufacturer. Under the present circumstances, S&H Hardware is unable to offer this customer any refund on an order that we were able to fulfill. The customer had agreed to the “Terms & Conditions” of the sale, (Terms & Conditions page attached). We apologize for all the delays in the manufacturer, but this is the nature of custom “Special Order” hardware.Respectfully,Stewart S. Hardware Operation Manager

May 8, 2017Attached Please find our response to *** ***'s complaint that we received May 5th, 2017.*** *** has only provided a small portion of the scenarioHe has seemed to left out that he Damaged the merchandise that he purchased and attempted to return for credit.As per our letter,
S&H Hardware can not and will not accept return of merchandise that the customer Has damaged, marked up and otherwise have rendered un-resalable.Attached are five pages, including this cover page

Attached please find our response to a complaint by a *** *** with reference to a mortise lockrepair, S&H Hardware sales order number, ***/*.Please note that *** *** was at no time party to or involved in this transaction, as the entiretransaction occurred between the sales
representatives of S&H Hardware and a *** *** ***.This transaction escalated to a point of non-tollerance by S&H Hardware when *** *** *** came into our establishment and in a violent and hostile manor, totally disrupted our business, withoutallowing anyone to intelligently respond or provide any type of conversation.It was taken to a level where the sales personnel at S&H Hardware were forced to call for the authoritesto have *** *** removed from the premises.Our repsonse to this customer’s complaint are well laid out in our attached response. It becomes monotonousand trying, that we are trying to best serve our customer and we have to deal with unrully, unreasonable andrediculous arguments, time better spent servicing our clientele.Thanking you in advance for your help with this matter.Respectfully,Stuart S***

This letter is in reference to S&H Hardware's completed "Special Order” Invoice document number *** for partial wrap 3/8” inset self-closing cabinet hingesThis was a "Special Order", where the customer received the hinges (the entire order) the day that they were in, having paid for the
entire order and having signed off that they received the merchandise.On September 17, 2016, Mr*** received and paid for (PaidIn Full) the merchandise, the total of $on his Visa credit cardThere were no deposits taken, as the merchandise was taken, complete with the customer.On the back end here, the customer is attempting to defraud S&H Hardware for the merchandise in a credit card chargeback, most likely the reason for this Revdex.com letter.Attached please find the sales order, where the customer has signed off on the sales order, having received the merchandise and agreed to S&H Hardware "Terms & Conditions'I don't understand the reason for this letter or the customer's credit card chargeback at this timeIf there are problems with the hinges or if the customer is looking for additional hardware, the should contact us so that we may attempt to help them, instead of defrauding S&H Hardware our of the monies for the hardware they received.In conclusion, S&H Hardware finds Mrs***'s accusations insulting and a complete fabrication of the factsThis customer in in receipt of the merchandise they purchased on September 17, The paperwork clearly exhibits the merchandise receipt and payment.Respectfully, Stuart S***

October 03, 2017Dear *** ***:‘This letter is in reply to *** *** ***'s accusation of “taking to long” and refusal to call the customer back with reference to his *** Trimmer repairFirst and most important, there is never a time limit onpower equipment repair of a customer's
product, due to the very nature of the repair; diagnosis, the order and time for receipt of parts and final inspection of equipment prior to the customer being called and informed that bis piece of power equipment is finished and ready for pick op,*** *** indicates that he was told that the trimmer would only take two weeks for the repairThis epithet is a fallacious and misrepresented statementThe customer was informed that with all things being equal, the repair would take a minimum of three to four weeks, as mis is our busy season, as long as no parts needed to be ordered and that there was nothing outside a standard, tune-up, no major engine work! The customer was told that normally repair times would be a minimum of three weeks in our off season, but due to the volume of repairs that we could not quote him under a minimum of three weeksAt that time the customer questioned the repair time and the salesman told him that most shops are quoting a minimum of twelve plus weeks, but that this is his choice and that it was his choice as to leave the trimmer with us or too take the saw elsewhere; the customer chose to leave the trimmer with S&H Hardware,With reference to service on power equipment, most manufacturers refer their customer's when they have issues with their equipment, to bring the power equipment into S&H Hardware, as we are the preferred service center with many if not all of these manufacturers.So to for S&H Hardware to tell the customer that we are probably the fastest shop in the area is not an overstatementWe are turning around approximately twenty to twenty-five repairs a weekA majority of the repairs are turned around in a two to three week time [fame, but each repair is of a different nature and requires different levels of expertise, time on the bench and time awaiting the delivery of parts from the manufacturer.In reference to S&H Hardware taking a piece of equipment from a customer, a repair ticket is written up documenting the product (Manufacturer, Model Number and Serial Number) and the nature of the service that is requiredS&H Hardware takes a $25=deposit from the customer at this time and has the customer sign the slip, affirming the nature of the problem and the deposit takenThe customer is informed that the deposit is security for the service being rendered, and that this deposit is non-refundableIf the piece of equipment is found to be “Not Worth Repairing" for whatever reason (if the cost of repair equates to more money than the purchase of a new trimmer or if the unit is beyond repair), the $deposit goes to the mechanic’s charge for the time and labor to diagnose the problem with the equipment.With reference to this trimmer, the repair required the order of parts from the manufacturerAfter the technician reviews and diagnoses the power equipment’s failure to run, the technician then reviews what parts a.re required to retain the equipment back to factory specifications and operationIn short, this trimmer required a new throttle cable, gaskets for the carburetor and a new spark plugThe cable and gaskets had to be ordered, which adds to the time frame to finish the repair,Unfortunately, the manufacturer took close to four weeks to supply the parts, as the cable was on factory backorder, delaying the finish of the repairS&H Hardware cannot he held accountable for the delay in retrieving parts from the manufacturerThe trimmer was diagnosed and the parts ordered in a timely fashion. We are frustrated as much, if not more when the parts are backordered as we want to get the repairs finished and hack to their owners as fast as possible.Please note that *** *** had picked up the repair (trimmer) on October 3, (repair ticket attached)He did not mention any dissatisfaction and was rather grateful .for the service,In conclusion, S&H Hardware strongly refutes *** ***’s accusations and epithets as grossly fallacious remarks, which could not be further from the truth.: *** *** was informed that the repair would be a minimum of three to four weeks from the inception of his bringing in the trimmer for repairThe repair was handled in a timely fashion and only delayed by the wait for the acquisition of the required partsWe will not call the customer and give the customer a play-by-play update on the repair, We only call the customer when the repair is finished or if there is excessive cost for the repair.*** *** is now in procession of his trimmerThe trimmer was repaired and returned to the customer, running to factory specificationUpon *** ***'s receipt of the trimmer, the salesman starts and riuns the unit in front of the customer prior to him leaving the premises*** *** seemed to be happy and content with the repair, having no complaints or negative remarks.Respectfully,Stuart S.Hardware Operation Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
Dear *** ***:
I am writing in response to Stuart Stern’s attempt to
protect his company with lies. Stuart states
that I, *** ***, received and paid for all the merchandise on September
17th, leaving no logical reasoning for this complaint. I would first like to thank Stuart for
providing the first and second pieces of evidence that everything he has stated
is a lie. As we can see on the receipt
sets of hinges were purchased for $a set. Line two of the invoice states that there are
an additional sets of hinges for $each, these are the hinges we are
putting the complaint in for. Line
number states there is a $Freight fee.
Now why would there be a $freight fee if we received all
merchandise in the store on September 17th, 2016? The receipt shows that I paid in full for a
total of sets of hinges and a $shipping fee, for a subtotal of
$170.11. The second piece of evidence
that Stuart provided comes from the receipt as well, and is in reference to
freight billing. We were told the
product would be shipped to us directly by the manufacturer as you can see
stated on the receipt Stuart provided, yet the product was shipped to us by
S&H Hardware. We will get to that at
the end of my response (UPS tracking number provided below)
If Stuart would have read our complaint he would see that we
were told that the additional sets of hinges in which we already paid for
would be delivered within 3-weeks. After
weeks passed, I called the store for an update and was told by Jim the store
manager that the hinges were overseas on a cargo ship. After another week or two passed I called
again for an update and was told the same thing by Jim. On the third occasion Jim told me that they
were now in Miami and being held in customs and that from that point it would
be another 2-weeks, estimating that they would be to us by November 19th. Having to host Thanksgiving dinner without
cabinets I informed Jim how upset I was that his promise of 3-weeks had
turned into plus. When November 19th
approached and passed I called Jim again and he informed me that they were on
the way to the factory now and would need to be packaged and wouldn’t be here
until sometime in December. You can
imagine my frustration at this point. On
December 7, my husband, *** *** called S&H Hardware and spoke
to Jim again. Jim informed him that
customs was dragging their feet and our hinges were still in the cargo
container and he expected them to be to us the second week of December but
could not guarantee a date. This is now
weeks and days after we ordered and paid for the hinges after being told
they would be shipped to us within 3-weeks.
If S&H Hardware would have been honest and upfront from the beginning
and let us know that these could take up to 6-months as I have read on other
complaints/reviews, we would have never placed the order to begin with. As Jim informed us that there was no guarantee
that we would even receive them this month, we ordered the product elsewhere
for a better price. I called S&H to
cancel or to be refunded and was told by Jim’s boss, Andy Schwartz that he
would not cancel or refund us. He stated
that our product would be delivered soon, but as we know from past discussions
that is unreliable information and comes with no guarantee. The treatment we received is unacceptable, we
have been called liars for saying that they promised us a delivery date of 3-
weeks and have been threatened that our calls were being recorded without our
consent (I wish they had recorded them because then Stuart would have a better
understanding of how his employees treat his customers). Being denied the ability to cancel our order
with the reason being “I don’t want to” is pretty pathetic. I get better customer service from Comcast,
and they are horrible. This is no way to
treat a paying customer. In all the
business that I have dealt with in my life, I have never been treated this
poorly. How does this business have an
A+ rating on the Revdex.com site? From the consistency
of the negative reviews and how they all complain about the same issues, I am
shocked S&H Hardware is still in business or how they continue to employ Jim
and Andy
After making this complaint on December 7th, we
ended up receiving the hinges in the mail on December 10th. How convenient! For reference you can search UPS Tracking
code (** *** *** *** ***). This
process leads me to believe that S&H is committing fraud by charging customers
upfront for product and shipping charges gaining interest on the customer’s
money when they actually have the product in store. How did they get shipped to us from S&H Hardware? It looks like someone needs to be
investigated for fraud or maybe even audited by the IRS. Also, for anyone else reading this public
complaint, try out ***.com. They
had our product that S&H insisted we could not receive anywhere else unless
we paid double the price, for $less and $shipping arriving within a week.
We look forward to S&H Hardware’s response
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:After consulting with my mother, she agrees with my original reply (below) that [redacted] and his employees have not shown any interest in sincerely working with us to resolve this issue. Additionally, [redacted] has not addressed the core issues of the complaint filed against him, which are: a) my mother was never given the option to request an estimate, b) both he and his employees knew well ahead of the completion of the repairs that she did not want expensive re- pairs done on the lawnmower (but continued with the repairs, anyway), and c) [redacted] went back on his word to return the lawnmower as it was on June 13th and only withhold the $25 deposit.I would like to request an extensions of the 10 day response period since my sister and brother in law took their kids to Greece for a couple of weeks, and my mother took two weeks of unpaid vacation to go with them in order to see her family for the first time in over a decade. They are not scheduled to return until very late on Wednesday, September 6th, and they will be going back to work and school on Thursday, September 7th. Therefore, I don’t know how much time I will have to explain to her [redacted]’s response, and allow her to think about what she would like to do next. However, if an extension to the response period is not possible, then I will have to My mother rejects [redacted]’s offer because neither he nor his employees have refuted, nor have they addressed the core issue of the complaint I filed on behalf of my mother on August 3rd. Both [redacted] and his employees knew well before the lawnmower repairs were completed that my mother was not asking for expensive repairs. She would have rather bought a new lawnmower from them then spend over $100 to repair the old one. In fact, [redacted] would have completely ignored the complaint I filed against him had it not been for the intervention from someone from the Bureau of Consumer Protection. He all but admitted this in his reply to you, dated 08/21/17:I just finished reading your letter from the attorney’s General’s office, and I also read the Revdex.com letter that was also received from their complaint. The Revdex.com forwarded my complaint to him on August 4th (see appendix B of this document), and on August 7th he drafted a letter (see appendix C of this document) telling my mother that he would sell the lawnmower in 10 days without a mention of the complaint—or an attempt to address any of the grievances in it. He didn’t bother reading the complaint until he was forced to. [redacted]’s response to the complaint I filed against him is nothing more than an after-the-fact excuse for swindling as much money as he can from a senior citizen who English is her second language, and needs hearing aids to hear properly. In the letter he sent to my mother he says: YOUR UNIT IS WORTH THE COST OF REPAIR, AND THAT IS WHY WE RE- PAIRED YOUR UNIT.
Regards,
[redacted]

[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.]
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. 
Regards,
[redacted]

8/21/2017I just finished reading your letter from the attorney's General's office, and I also read the Revdex.com letter that was also received from their complaint.This customer is all over the place with with his remarks of the repair of his letter. I will give you a run down of how everything...

happened from the day it came in till we called the customer their mower was finished.We have 2 different repair costs when we take a repair in. We do over 950 repairs on lawn mowers and weedwackers and garden equipment form between April 1 till August 31.When we take a piece of equipment in if a customer wants a complete price before we do a repair, we tell them they can bring it in for an estimate charge of $50.00 and after we diagnose the mowers problems if they want the mower repaired the $50.00 goes towards the cost of the repair and if they don't want the mower repaired after we give them a price the $50.00 is forfeited, or the other type of repair we do is they can have it repaired and they have to leave a $25.00 deposit-non refundable. If the mower is not worth repairing the customer forfeits their $25.00 deposit to pay for our technicians time and if the mower is repaired and everything is good, we credit the $25.00 off the customers bili. Either way, the customers gets his value. When we do the estimate we spend a lot more time in evaluating the situation, that's why its more money for an estimate. Most times though if the mower comes in with fuel related problems we really cant do an estimate due to we don't know if cleaning will solve the problem or replacement of parts to the carburetor has to be done.. This customers unit came in and the initial problem was fuel related. You have to fix to get the mower started so we can see if there are any other problems with the mower. With out getting it started no other work can be done. Most times when Fuel related is a hard call. Most of the time cleaning and replacement of gaskets solves the problem (90%), but in this customer situation, the time we spent on cleaning reverted back to replacement of parts unfortunately.The only difference between the estimate charge of $50.00 and the $25.00 charge is the $50.00 estimate we spend a lot more time getting an exact price before actually repairing the mower completely and if the customer decides they don't want the mower repaired they forfeit the $50.00 and if they do want it repaired, we deduct the $50.00 off of their bill. As with the $25.00 charge, we just go ahead and repair the mower and deduct the $25.00 off the final price of the mower unless we feel the mower is not worth repairing and as I said the $25.00 goes towards our technicians time.There were several problems with this customers lawnmower. If this customer is tell you that he had this serviced every year and spent $120.00 every year and took care of it, then he is not telling you the truth or the technician who did this work did not do a good or correct job and did not do a qualified technicians work. The first thing we have to do before working on a small engine is to get it basically running. We can't do anything to repair a unit if its fuel related until we get it started. This customer left gas in his mower over the period of at least 6 months, I guess between the fall and the spring time and when you do this the gas gets thick and corrodes all the jets in the carburetor. If you read the manual that comes with this mower, it states that at the end of a season, or if the unit is not to be used for a period of 45 days or more, either turn the unit on and let it run till the fuel is out of the unit, or dump the gas out, turn the unit on until it just dies out. By doing this and letting it run until it just shuts off you are getting rid of all the gas in the unit, and there is no gas to gum up or corrode the carburetor, and when directions are followed and you put fresh gas in the next season or time to use the mower, the mower will start with just one or two pulls. Honda makes one of the best engines out there, and are top flight engines, but if you don't take care of them, then you always run into problems starting them. The first thing we do is to take the carburetor off, clean all the jets out, soak the carburetor for 72 hours in a special solution and then replace and put everything back together and install all new gaskets on the carburetor. This unit has actually five to 7 gaskets between the carburetor, air cleaner and engine, and if any of the gaskets are bad due to poor maintenance of leaving gas in the unit for an extended period amount of time, all the gaskets have to be replaced.After cleaning the carburetor, and reassembling the carburetor, it was diagnosed that the carburetor had to be replaced, with another set of 6 gaskets due to the gas corroding the internal parts of the carburetor and after trying to save the customer from being charged for a new carburetor.We then ordered in a new carburetor, and gaskets, and the carburetor was on back order from Honda, so we had to wait till we received the parts which took several weeks for us to receive the replacement carburetor.If parts are needed, and the manufacturer does not have the parts in stock, we have to wait until we receive these parts. We have no control over this back order issue. This only happens a few times a year, but when there is a long back order, we don't make the parts, we have to be patient until the manufacturer ships the parts to us.After receiving the new carburetor and gaskets, as many weeks went by until we finally received our parts for this customer from the factory, we put the parts on, and got the mower running. After doing this, we confirmed there now was an additional problem with the mower, as the engine had an internal problem with the governor, and that repair had to be addressed and fixed. At this time we had to see if the mower was worth putting any more time into. We already had over an 1.5 hours into this mower and $60.00 in parts that were already paid for, so we looked the mower up on line and saw the mower sold for brand new at the time it was purchased $590.00. you have to remember, Honda is one of the best mowers out there and one of the more expensive ones. We felt that if the only other problem was the governor which would take another 2 hours to repair, and $50.00 in parts, and if we reduced our labor rate from charging the customer for 3.5 hours to only charging him 2 hours, the cost of repairing this mower would be worth it as long as the mower was in 100% working order, and the customer would get an additional 4 to 5 years even up to 10 years more or maybe longer after our final repair if the mower was cared for properly. We have customers bringing in mowers as old as 30 years old for repair because they are maintained and taken care of.Remember, this mower was brought in for repair, not an estimate, we cant estimate cost when its fuel related. Out of 200 repairs that are fuel related from leaving gas in the mower for over 6 months, 95% of these mowers can be cleaned and repaired by cleaning and rebuilding the carburetor. Five % and those few sometimes the damage is too far gone from leaving gas in a unit for an extended period of time and this sometimes corrodes the carburetor from repairing and just has to be replaced. We just don't know until we work on that particular unit.Since we felt we had all this time and parts into this unit, and we cant call the customer and ask them to pay us $120.00 to $150.00 for repairing his carburetor, and the mower still does not run correctly, we determined that we have no choice in finishing up the repair and fixing the governor. We were at a catch 22 place, and since the mower was worth the repair, and the mower would be in 100% working order when we were done, we finished the repair of the mower. The final price on the mower was $295.00 less their $25.00 deposit which comes We had 3.5 hours of work into this unit, but we only charged the customer for 2 hours of labor, and our company absorbed the other 1.5 hours to be fair to the customer so everyone would be happy,In reference to us telling the customer, that we sent this mower to Honda, we never said anything like that. We told the customer we were waiting for parts to come in from Honda, and we have no control if parts are on back order.In reference for us telling the customer a price before we work on their mower, we give customers average costs on what other mowers cost to repair, and we tell them depending on whats wrong with the mower, costs can be from $85.00 to $150.00 depending on what we do to them, the level of mower that are coming in, but the average on a mower is between $100 to $145.00 for full service. We never give a firm price as we just don't know and no regular counter person in the store has no idea on pricing. He says he asked one of our counter people a price, but a regular salesman would have no idea as they don't work on mowers and they have no idea of whats wrong with his mower. I don't know where he came up with this info.Another thing here is the cable was broken on their mower when they brought it in who ever used this mower last in their family, weather it was there relative who gave them the mower, he must have known the cable was broken, as this did not work either, but remember what I am told in his letter, they had this mower serviced every year or so and spent $100 to $120.00 on a routine basis. This statement is not true, as the reason why this mower was in poor shape when it came in was correct maintenance was not done correctly.This customer said we also quoted him $120.00 when he came in this is impossible as the counter people have nothing to do with pricing, don't know what parts were used in his repair, and by him stating he was given a price is not correct.In fact, he says his mother brought this mower in, and he was not present, so how is he stating this info. He was not Evan here. Is he just pulling this info out from the conversation he had with his mother and thinking what was said. Most of the allegations he is making just don't go well and make Sense in this puzzle of comments. ???.We would not do the quantity of repairs we do if we were not competitive in the market place. We are also factory authorized repair stations for almost 45 companies out in the marketplace. When a customer purchases a mower, or weed wacker, and they have a warranty for this product, they are instructed to bring their equipment here so it can be repaired and we bill the manufacturer. The same way when you buy a car, and it breaks down, you can take it to any authorized dealer and the car is repaired for free to the customer and the auto dealer bills the car manufacturer.I could keep going on about what this customer is saying with reference to hearing salesman say other things. This is not true as we have been in the repair business for 35 years, and most of our customers are repeat customer who are very happy with our work.I will try to work with this customer after all the untruthful things he has said. The balance due right now is $270.00. we have 3.5 hours into this mower and are only billing him for 2 hours. I will deduct an additional $35.00 off the price of this mower and the pick-up price will be $235.00, this will be our final offer. We are losing money on this final offer, but we have been in business for 60 years and we try our best to satisfy mostly everyone.The customer claims we gave them a price when they brought this mower in. we write on the repair ticket and have them sign the repair ticket the cost per hour plus parts. We never know what parts this mower needs as every mower is different and comes in for various reasons. We quote $59.99 Hour plus parts and we have the customer sign right where we write this. Please look at the repair ticket with her signature.If the customer does not want to pick this mower up for balance due of $235.00 which we are being extremely generous and are trying to do the right thing here, we will put the mower out for sale for the original repair cost of $270.00. this mower will sell right away since the mower is worth this cost.Andy S

August 06, 2015Dear [redacted]:This letter is in reference to S&H Hardware's completed “Special Order” Invoice document number [redacted] for “Special Order” decorative interior door hardware (Knob & Door Knob Plate Set). This is hardware that the customer opted to purchase, with full...

knowledge of “Special Order” non-stocking status with S&H Hardware and the manufacturer. Although the customer was provided several hardware options that were standard offerings from our manufacturer's with four to six week lead times, the [redacted]'s opted to “Special Order” hardware that was not hardware listed in any standard configuration and in “Special Order” finish, not readily available.On December 18th, 2014 [redacted] visited our showroom looking for door hardware to restore an older home. Working with her salesman, Mr. Jim S[redacted] (our showroom manager), [redacted] was offered multiple hardware options. [redacted] desiring a special finish and other intricacies for the door hardware, opted for hardware that was to be made to order and in a “special order” finish, not ordinarily available and only available as “Special Order” with our manufacturers. [redacted] was informed at that time, that this would be a long lead time with a minimum of twelve to sixteen week lead time.As [redacted] has indicated, she didn't make her first contact until April 11th, 2015, demonstrating this customer's understanding that the order was a long lead time due to it's custom nature. At the time of [redacted]'s telephone call on April 11th, 2015, the customer was informed that the crystal doorknobs were about ten days to two weeks from arrival. Mr. S[redacted] also informed the customer that the “[redacted]” doorplates did not have an ETA by the manufacturer at that time, as they were still in manufacturing.On May 30th, 2015 (about six weeks latter) [redacted] called the store to inquire about the order. At that time [redacted] was informed that the crystal knobs were in and that we were awaiting the delivery of the “[redacted]” doorplates. On July 7th, [redacted] came into the store to pick up the crystal knobs. At that time she was again informed that we were just awaiting delivery of the “[redacted]” doorplates, and that the manufacturer confirmed that they were manufactured and in finishing and that we would have them shortly.The “[redacted]” doorplates were received from the manufacturer on July 17th, completing the customer's “Special Order”. Yes, the product had a long lead-time, but the customer was informed, prior to the order, that this order had a minimum lead-time of twelve to sixteen weeks. The optimal word here, was “minimum”, as this hardware was “Special Order” with the manufacturer in a finish that was a very difficult and “special finish”.The reference that [redacted] makes to S&H Hardware offering a refund is fallacious. [redacted] was informed that if the manufacturer could not provide the merchandise as order, that of course S&H Hardware would refund her deposit for that hardware, but in no instance did S&H Hardware of any of S&H Hardware's representative offer a refund during this period.Most communication with [redacted] was done by e-mail, and there is no conversation of a refund in any e-mail correspondence. The only mention of a refund was in an e-mail, where Mr. S[redacted] indicated that the paperwork was referred to the home office. Again, it goes without saying that if we could not supply a product, S&H Hardware would be obligated to refund any moneys paid by the customer toward that product. But the manufacturer had manufactured and delivered the “special order” merchandise. Our office could not consider offering a refund, when the merchandise had already shipped from the manufacturer and the manufacturer was already paid for the product.Once again, we understand that the order took substantially long to deliver, but that was a precursor on this order. The customer was well informed that the product they were ordering was not off the shelf, assemble, out the door merchandise. The hardware was manufactured under the criteria and non-stocking finish that they chose and required, thus the “Special Order” status and the long lead-time. This is hardware that was “Special Order” for the manufacturer.[redacted] entered this transaction with open eyes. Attached please note the “Terms & Conditions” page, bearing [redacted]'s signature. The order is for hardware that was made to order under the customer's specifications. [redacted] did not want to compromise for hardware that was industry standard and available, hardware that would have been two to three week delivery. Instead, the customer opted for hardware that was not industry standard, readily available hardware, and was well aware that this hardware had long lead times, having been informed a minimum of twelve to sixteen weeks.If the customer had reservations about the long lead time, she had every opportunity to cancel this order with-in the first twelve weeks of the order, where we could have canceled the order with the manufacturer without cost or penalty, not to wait until ten days prior to our receipt of the balance of the customer's order. Please note the order had shipped out at the time the customer requested cancelation and a refund for the order, ten day's prior to S&H Hardware's receipt of the order. The hardware was shipped out of the west coast, bearing a five working days or ten week day delivery, substantiating S&H Hardware's claim that the hardware had shipped prior to the customer's request to cancel and refund the order.Finally, although it is always S&H Hardware's intention to satisfy all our customers, under the present terms and conditions, this is not possible. Although we would love to satisfy our customer, S&H Hardware cannot refund the customer for hardware that was custom made to order under the customer's request; when S&H Hardware has received the custom hardware that was ordered by our customer. In addition, the manufacturer has been paid for this hardware prior to manufacturer of the hardware as is terms in our industry, in addition to all costs of freight and shipping in from that manufacturer. In Addition, This manufacturer will not contemplate any return or restocking of this order due to the “Special Order” nature of the hardware. In conclusion, S&H Hardware has the “Special Order” that [redacted] had order (since July 17th, 2015) on our sales order #[redacted]. The customer was well aware of the “Special Order” and custom nature of this order, along with long supplier lead times. Unfortunately, some of these orders take longer to satisfy than others, being dependent upon the manufacturer. Under the present circumstances, S&H Hardware is unable to offer this customer any refund on an order that we were able to fulfill. The customer had agreed to the “Terms & Conditions” of the sale, (Terms & Conditions page attached). We apologize for all the delays in the manufacturer, but this is the nature of custom “Special Order” hardware.Respectfully,Stewart S. Hardware Operation Manager

---------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Mon, Feb 27, 2017 at 9:44 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Sun, Feb 26, 2017 at 12:38 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>re;ID#[redacted] I read the response from  S&H hardware and Andy S[redacted] left out some important information. One thing is he threaten to "I'll punch you in your [redacted]ing face, you think your a tough guy .Get the [redacted] out of my store." Second thing being only inches from my nose he said," I'll rip your [redacted]ing intestines out tough guy. Step off my property and will see how tough you are." He was hostile to the point he was shaking. He also closed his hand and made a fist. That when I laughed in his face and said ."You won't do anything you lying sack of **..  This pissed him off so much since I was carrying my drill in on hand and the battery charger in the other. That's when he said "I got you on video in the store." I said " you don't have cameras in there." His response was "Well ,its your word against mine." At this point I walked to my car and went home. This man does not like to have his business practices challenged in any way,nor be told he's been caught in a lie more than once. Take this as my side of the story with the threats as real and were said. I'll never go to have my [redacted] tools repaired at this hardware store again. Thanks for all your help with my problem because now he knows people don't like liars and shaded  businesses like this one no matter how long they been around. I learned my lesson, the pen is mightier than sword. Sincerely, [redacted]

02/0462017[redacted] brought his [redacted] rotary hammer into our location on 11/28/2016.Before we can do warranty work on certain [redacted] power tools, we must get authorization from [redacted] (manufacturer) that they will cover this tool for warranty work.The day [redacted] brought...

his [redacted] hammer drill in, we called [redacted] and his warranty claim was denied on the phone by our district manager as we were told there was only a one year warranty on this tool and the tool was way past a year old.[redacted] instructed me that his manual and warranty card stated there was a 2 year warranty. instructed [redacted] that he would have to e-mail me the booklet and warranty card showing where it stated 2 years. At that time instructed [redacted] to e-mail me a picture of the manual and warranty info so I can go back to [redacted] to get authorization to do the warranty work at no cost to [redacted].I also instructed [redacted] that after he sends me documentation, and his e-mail to follow up with me to verify did in fact receive it.receive over 100 e-mails a day, and I wanted to make sure [redacted] was not missed.On December 4th [redacted] called to check on his [redacted] tool. I answered and went to check on it. I then came back to the phone and asked him when he e-mailed the information over to us.I went and checked the computer, and saw that his e-mails went to our spam folder. asked Mr Knopf that instructed him once he sent the documentation to us, please call us and verify we received his Email. I EXPLANED HIS E-MAIL WENT TO OUR SPAM FOLDER AND NEVER RECEIVED HIS ORIGIONAL 5 OR 6 E-MAILS.I came back to the phone, explained this to him and told him we would proceed with the warranty and repair his tool no charge.We never told [redacted], that we could not locate his tool. As soon as we had the information we needed, we immediately processed his tool for re-pair and ordered the parts that were needed.We did not tell [redacted] to come back the following week, we told him we ordered the parts needed to repair his tool, that there was more than just the brushes wrong with his [redacted] power tool, and we would notify [redacted] when his tool was ready to be picked up and finished.We never refused to return his product, we explained the parts had to be ordered in from the factory, once we received the parts he would have the tool back in approx a week to week and a half.[redacted] just wanted his tool back sooner, and I will repeat, we could not give his tool back to him, until the parts were received from the factory and S&H Hardware can not be held responsible if we don't have the parts in from the factory to repair his [redacted] tool.The [redacted] drill had to have a complete armature assembly replaced and a new brush plate assembly.The tool was finished on 01/27/2017 and was picked up by [redacted] on the 29th of January 2017 fully repaired.[redacted] was also hostel and argumentative when he came to pick it up. We have no control of how long the parts take to come in once we order the parts after our technician looks at the tool, determines what is wring with it.The normal turn around time on repairing a tool once it is brought in all depends if the parts are in stock. There was also a holiday involved here where the factory closes down between Xmas and new years,We are only a repair service station, and [redacted] is taking his frustrations out on the wrong people.Andy SService Manager