Bob's Outdoor & Power Equipment

7/14/2014
I am responding to the most recent letter received concerning [redacted]’s claim of unfair business practices that were charged to him for a service that he had requested from Bob's Outdoor & Power Equipment.I am very aware off my selling procedure. We do provide free pick and free delivery as the customer has stated, although the customer had failed to call for this service between the dates posted on the post card. Customer stated he did not get a post, it is possible that it got misplaced or set aside and when the customer decide to call it was past the free service and other discounts that applied. The mailing goes out around Thankgiving.I did tell the customer to deduct $55.00 from the original invoice and put a note on it per [redacted]. The customer did pay the invoice after receiving a past due letter which is included. The only reason I sent a collection letter was due to the fact the customer did not make any attempt to pay anything towards the bill.The original invoice ([redacted]) was for amount of $289.44, after deducting the $55.00 for pick and delivery, the invoice amount was $234.44 in which he paid by check ([redacted]). If the customer truly felt he was over charged, I feel he would not have paid this bill in full.

07/01/2014
I am responding per your request concerning the situation that has come to my attention. I am enclosing a copy of the post card that is sent out to remind customer's to get their equipment serviced over the winter months to avoid any delay during the spring.I am the...

person that does all the sales, at no point was this customer or any other customer told this service is provided at no charge. A business could not stay in business and keep the doors open if this was case. I sell over over 75 units per year, this would add up to a sum of money. After listening to the customer, I did tell him that I would drop the $55.00 charge for pick up and delivery. I felt that was more than fair, since the driver was to call ahead of time and failed to do so.Our mechanics have a check off sheet to check an item off when it is complete. We do not replace parts unless it is totally needed. Although the bolts get tighten from factory and before the leave for delivery, they will come loose during usage throughout the season. I see this happen all the time, whether it is a commercial cutter or home owner.We do not provide a quote to the customer for service unless that they request or they state that they would like one and the customer did not request a quote. I talked to head mechanic after the customer called, he did not feel the repair out of line. If he would have thought that, he would have called. He has been doing this for work for 50 years.Bob's Outdoor Power Equipment has been providing this service for the last 6 seasons and never has had a problem with a customer that could not be worked out. All shops have different shop rates pending on what kind of over head expense they have and we have set our rate according to a fair market price. We are not the cheapest, nor the most expensive.Payment was received in our office in the form of a check. This was after receiving a letter that I was was going to turn it in for collection. The customer had failed to state in his letter that he would send payments as he got the money. I did not see one payment since that phone conversation. I would have worked with him paying the invoice in this form. I truly feel that there was not an effort put forth by the customer to made good on the service that he had requested.Should you need to more information, please feel free to contact myself at the office listed at the above address.

I never received a card telling me about spring service. Besides this has nothing to do with me spring service. This  deals  with unfair business practices that were charged to me.
According to his response he deducted the delivery fee because his driver failed to call ahead. That is a complete lie, I was told as long as I bought the mower at Bob's they would come and pick up  an drop off for free each year. Again if he doesn't know his procedures how can I believe what is true and not true. This clearly shows he doesn't know what he tells people when he is selling equipment.
In regards to not paying the invoice I did say I will only pay what I can because I felt I was grossly over charged in the matter. I also told Ed to send me a revised invoice before I send any payment in. He said he would and that never happened. I deducted the $55 off the original invoice and sent full payment.

Review: I purchased a [redacted] riding mower from Bob's Outdoor in 2013. When we purchsed the mower the sales rep told us since we bought the mower there we can have them pick the mower up yearly to do a spring service on the mower. I was also told by the sales rep that they do the service for free unless the mower needed parts or other things to be done. In April of 2014 I had them come to the house and pick the mower up to be serviced. When they brought the mower back they were to call 20 minutes before showing up to make sure I was home. That did not happen. Lucky for me my neighbor was home and left him in, on the invoice that was provided it was highlighted to call [redacted] 20 minutes before delivery. When the neighbor ask the guy about this he just said oh I must have forgot to read this.

When I came home there was a bill for $289 waiting for me. I contacted [redacted] at the location and explained about the way the mower was going to be just left and to dispute the invoice. He said the only thing he could do was take off the delivery charge of $55. I said to him you have got to be kidding and he replied no sir we did the work you are responsible for full payment in 14 days.

Listed below is the work that was done. Be mindful this is a brand new riding mower that we paid $1669 for on 5/4/13

1.Replaced plugs (It's 1 year old why)

2.Service air filter (I agree)

3.Torqued engine bolts (1 year old why)

4.Cleaned carburator (I agree)

5.Changed oil and filter (I agree)

6.Replaced battery (! year old why)

7.Checked all belts tighten (I agree)

8.Cleaned under deck (why)

9.Lubed tractor (I agree)

10. Serviced brakes (didn't need done)

11.Checked and adjusted PTO clutch (1 year old why)

12.Tightended loose bolts (1 year old why, I found none before giving this to them)

13.Checked tire pressure. (I agree)

14.Checked operation of unit (I agree)

What you don't see is the blades being sharpened. ** said they were. They were not becuase I took the mower to another mower repair place and they showed me how they were not sharpened. Why I was there I showed them the bill and the explanation of service that was done and the owner of the establishment said this is outrageous cost for a spring service. He said Bob's should have checked all the parts before even bringing the mower to us in 2013 to make sure all the bolts and engine mounts are secured properly. He also said in one years time those bolts should not be that loose again he said this should have been done before the mower was delivered in 2013. The battery in mind just needed to be charged not replaced.

I ask ** when I was disputing the invoice why someone didn't call me and give me an estimate of the charges. He said they don't do that, this is the service we provide. I said to him if you take your car in to receive service don't they always call and give you an estimate. He said I take it in and they do the work and that's it. I highly doubt this happens.

After arguing with him on this it was apparent he was not going to give me a break. So the consumer just pays the price and has to eat the bill minus the $55 delivery charge.

I was always taught when you provide a service you explain things to your customers. Clearly this company is out to get whatever money they can from customers.Desired Settlement: I feel I should have been only charged about $100. This is what the owner of the other mower repair place said he would have charged.

Business

Response:

07/01/2014I am responding per your request concerning the situation that has come to my attention. I am enclosing a copy of the post card that is sent out to remind customer's to get their equipment serviced over the winter months to avoid any delay during the spring.I am the person that does all the sales, at no point was this customer or any other customer told this service is provided at no charge. A business could not stay in business and keep the doors open if this was case. I sell over over 75 units per year, this would add up to a sum of money. After listening to the customer, I did tell him that I would drop the $55.00 charge for pick up and delivery. I felt that was more than fair, since the driver was to call ahead of time and failed to do so.Our mechanics have a check off sheet to check an item off when it is complete. We do not replace parts unless it is totally needed. Although the bolts get tighten from factory and before the leave for delivery, they will come loose during usage throughout the season. I see this happen all the time, whether it is a commercial cutter or home owner.We do not provide a quote to the customer for service unless that they request or they state that they would like one and the customer did not request a quote. I talked to head mechanic after the customer called, he did not feel the repair out of line. If he would have thought that, he would have called. He has been doing this for work for 50 years.Bob's Outdoor Power Equipment has been providing this service for the last 6 seasons and never has had a problem with a customer that could not be worked out. All shops have different shop rates pending on what kind of over head expense they have and we have set our rate according to a fair market price. We are not the cheapest, nor the most expensive.Payment was received in our office in the form of a check. This was after receiving a letter that I was was going to turn it in for collection. The customer had failed to state in his letter that he would send payments as he got the money. I did not see one payment since that phone conversation. I would have worked with him paying the invoice in this form. I truly feel that there was not an effort put forth by the customer to made good on the service that he had requested.Should you need to more information, please feel free to contact myself at the office listed at the above address.

Consumer

Response:

I never received a card telling me about spring service. Besides this has nothing to do with me spring service. This deals with unfair business practices that were charged to me.According to his response he deducted the delivery fee because his driver failed to call ahead. That is a complete lie, I was told as long as I bought the mower at Bob's they would come and pick up an drop off for free each year. Again if he doesn't know his procedures how can I believe what is true and not true. This clearly shows he doesn't know what he tells people when he is selling equipment. In regards to not paying the invoice I did say I will only pay what I can because I felt I was grossly over charged in the matter. I also told Ed to send me a revised invoice before I send any payment in. He said he would and that never happened. I deducted the $55 off the original invoice and sent full payment.

Business

Response:

7/14/2014I am responding to the most recent letter received concerning [redacted]’s claim of unfair business practices that were charged to him for a service that he had requested from Bob's Outdoor & Power Equipment.I am very aware off my selling procedure. We do provide free pick and free delivery as the customer has stated, although the customer had failed to call for this service between the dates posted on the post card. Customer stated he did not get a post, it is possible that it got misplaced or set aside and when the customer decide to call it was past the free service and other discounts that applied. The mailing goes out around Thankgiving.I did tell the customer to deduct $55.00 from the original invoice and put a note on it per [redacted]. The customer did pay the invoice after receiving a past due letter which is included. The only reason I sent a collection letter was due to the fact the customer did not make any attempt to pay anything towards the bill.The original invoice ([redacted]) was for amount of $289.44, after deducting the $55.00 for pick and delivery, the invoice amount was $234.44 in which he paid by check ([redacted]). If the customer truly felt he was over charged, I feel he would not have paid this bill in full.