Butler Power Equipment Inc

Review: My feeling is that when they "supposedly" did my tune up they did not hook up a hose correctly. I hope you see this complaint as true. In addition, I can't get my lawnmower back UNLESS I PAY THEM UPFRONT. They will not send me a bill (EVEN THOUGH I'VE ALWAYS PAID THEM). I have to drop off a check for me to get this back which I will do but PLEASE LOOK INTO THIS FOR ME. I HAVE ALL my records since I bought this machine. I will NEVER, NEVER RECOMMEND BUTLER POWER EQUIPMENT EVER OR IF I DO IT WILL BE NEGATIVELY.

Product_Or_Service: Huskavarna

Desired Settlement: I want my money back for this repair and for them to admit they might have made a mistake and not take it out on the customer. I should ask for all the money I had to pay to have my lawn done (since I couldn't get a loaner). I believe that they should have given me a loaner (SINCE THEY HAD MY LAWNMOWER AND WERE REPAIRING IT. There is not enough room above. Here is my explanation. Bought a Huskavarna lawnmower in May 2012 and started to have problems that same month. It started leaking gas

Business

Response:

Business Response /* (1000, 8, 2013/06/05) */

Service Writer at Butler Power Equipment

In regards to Case # 84118664: [redacted] A [redacted]

The customer complaint being addressed was that we did not perform work stated in previous repair order, that we did not provide a loaner mower, and that we did not conduct ourselves in a professional manner and provide adequate service on the customers lawn mower.

I handled the correspondence with the customer on this and two previous occasions. In regards to the complaints you can find the responses below:

- All of our machines are tested and ran prior to being delivered or picked up, both by the mechanic and myself as I bring the customer the machine, or by the delivery driver delivering the machine in this case. The machine was indeed running correctly when it was returned to the customer. Had a hose been left off, gas could not have gotten to the carburetor and the machine would not have ran at all.

- We clearly state in our disclaimer that we are not responsible for any issues with the machine past 30 days of completion of repairs.

- We also have serviced this lawn mower for the same problem, contaminated or bad fuel, 3 or 4 times, the problem being that the customer continues to put old gas in the machine. We have told the customer on numerous occasions that any gas older than 30 days is considered "bad gas" and that there are no guarantees that getting gas from any gas station is actually new and fresh and must use a stabilizer to counteract ethanol issues with today's gasoline.

- We DID provide a loaner mower on two occasions for this past service free of charge and the machine was dropped off free of charge. Loaners are required to be returned in one business day and the customer refused to return the loaner mower that was provided, and we had to wait a week to pick it up, leaving us with no loaner for our other customers that also needed to mow their lawns. We the had to spend money repairing a junked machine to get another loaner into operation so that our other customers with mowers in need of service could get their lawns mowed. So, not only did we provide a loaner, which she complained that she did not receive one, she had it for an entire week and refused to return it causing other customers to be unable to take advantage of the courtesy loaner mower.

- I provided FREE pickup and delivery service for the customer as well, acting in good faith and being understanding that she had just spent money on the mower several months ago. I did this even though it is against our policy to do so. Our policy states, that Butler Power equipment is not responsible for any problems with repairs past 30 days of completion of repairs done to the machine, and that we are not responsible for any contaminated gas issues regardless of completion date.

- The mechanic found that the customer had used very bad gas in the machine and caused the inlet needle to get gummed up by the ethanol that is mixed into today's gas, and stick open which causes the fuel to simply pour out of the carburetor. The inlet needle is what the float moves up into the carburetor to stop the gas from flowing into the carburetor. If the needle is stuck, the gas simply flows freely and out of the machine. Not only do we tell our customers about the issues involved with using old or contaminated fuel, but it is also stated in the owners manual provided with the machine as well. There is no excuse for the customer to continue to ignore my advice and dispose of old gas properly and always use fresh gas with a fuel stabilizer as well.

I understand the customer has had issues with this mower, but the issue are all at the fault of the customer and in no way have anything to do with any previous service done at our facility. We have gone above and beyond to help the customer and have conducted business with her at a loss. Picking up and dropping off her mower and also the loaner mower cost more in gas to get back and forth 4 to 6 separate times, than we made in profit off of the repairs.

In conclusion, we did indeed conduct ourselves in a professional manner, we DID provide a loaner mower to the customer for a lengthy amount of time, she is lying when she said she did not receive one. We did not do anything wrong when servicing the machine in January. The repairs were not within the 30 day guarantee anyways so we are not responsible for any problems associated with the operation of the unit. Despite this I gave the customer free pickup and delivery and free use of a loaner mower, simply because she gave me a lot of attitude when calling about the machine leaking fuel, and I found it easier to deal with the customer after offering something for free. We deal with a lot of customers that do not know how to properly use or maintain their equipment. Butler Power Equipment is not responsible for teaching customers how to properly run, maintain and care for machinery. That is the sole responsibility of the customer to care for their equipment properly. Therefore, we are not at fault, nor responsible for repairing, any equipment that is not taken care of properly.

Consumer Response /* (3000, 10, 2013/06/06) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Firstly, when I had my machine tuned up it was in March (still snowing out)so why would I try the machine to see if it works. If they said they did the tuneup and chared me for it I ASSUME EVERYTHING IS FIXED. I also want to STATE THAT I DID NOT EVEN START THE MACHINE (didn't even pull the lever). I first took out the machine and looked into the gas tank and there was no gas so I went up to my gas station and filled a new container with gas and THEN I ADDED IT TO THE LAWMOWER (and that is when the gas started to leak from the carberator). Also, when I bought the machine I specifically asked for a "straight-forward" lawmower that was self propelled. Never did they mention about a stabilizer. It might be in the owners manual but I did not look. If I had known that I would not have bought it. I just wanted to replace my old [redacted] lawnmower with another one that didn't require anything specific. Just gas and oil. Also in regards to a "loaner" I believe that while my machine was/is being serviced the company should provide one for the entire time it is in the shop. I had to hire a service because of that reason. I would think that a reputable Power Equipment Shop would have "extra loaners" for just this reason.

In conclusion, if nothing else I feel that I have expressed my disappointment with this company and will NEVER recommend anyone there. Than kyou for letting me voice my concern.