Castleton Outdoor Solutions has a policy that if you leave a mower or tractor for an estimate or for repair, and do not pick up your mower or tractor within a certain time, they will sell it and keep the moneyThey sold my MTD Yard Machine tractor without even warning meTheir policy is in "fine print" and I was totally unaware of itIn conversations with them, they showed no remorse or sympathy and stated that the money helped pay for the cost of storing my tractorTwo weeks in their lot does not seem to justify selling my tractor! Not even a phone calling warning me!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me Regards, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Castleton Outdoor Solutions didn't appear to make any consent in their response to acknowledge that this has been handled poorly or to allow me to get my machine back without paying for the unauthorized work. While I'm disapointed by what Lowe's is willing to cover on my warranty, I think that's a separate issue. If I was told that they weren't going to cover something and Castleton Outdoor Solutions was unable to continue with the repair unless I was willing to pay for the unauthorized repairs myself, then I would have been able to evaluate things and potentially just have the machine returned in non-working condition. At this point I feel like my machine is being held hostage until I pay money for services that I didn't request. I feel like if Castleton Outdoor Solutions thinks they should be paid for this work then they should try to get that from Lowe's or the warranty company and in the future they should talk to the customer to get authorization before performing any work that will not be covered by warranty. From my phone conversation with [redacted] at Castleton Outdoor Solutions, it does not seem like it was a surprise to them that these things wouldn't be covered so it would have been very easy to pick up the phone and call me to see how I wanted to proceed. Regards, [redacted]
The complaint from *** *** (ID***) was resolved on 3/5/ *** spoke with *** and explained we could do as little or as much on his mower that he wanted We were not holding it hostage for payment but simply wanted to fix the issues it had come in for After speaking with *** again *** agreed on the services provided and *** discounted the labor for his troubles
Sincerely
*** ***
Castleton Outdoor Solutions has a policy that if you leave a mower or tractor for an estimate or for repair, and do not pick up your mower or tractor within a certain time, they will sell it and keep the money. They sold my MTD Yard Machine tractor without even warning me. Their policy is in "fine print" and I was totally unaware of it. In conversations with them, they showed no remorse or sympathy and stated that the money helped pay for the cost of storing my tractor. Two weeks in their lot does not seem to justify selling my tractor! Not even a phone calling warning me!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Regards,
[redacted]
In response to [redacted] complaint on the repair of his...
tractor, I am sorry he is disgruntled. The unit was picked up for wouldn't start last winter. The unit was purchased from Lowe's on 28-AUG-2010.The contract with Lowe's that is being called a service contract is an extended warranty through NEW and is a mirror image of the manufacturer warranty(battery covered for 90 days). The fuel system which was contaminated with old fuel causing unit to not start and run properly Is not cover under warranty. This is all disclosed in the owners manual.
We contacted the extended warranty company with the problems and they said they are not going to cover this per their coverage agreement.
As far as the repairs not being authorized, we covered what the complaint was from the customer to the warranty company NEW. Tractors do not have a computer like an automobile does that can be plugged into and diagnose what the problem is to be fixed. Therefor some things just have to be done in order to diagnose the problem.
We removed the battery (which test bad ) so we could check the engine for proper spark and compression for the engine to run (which it had). This left the fuel system to be the culprit and to be 100% sure we needed to drain the fuel system of the old fuel and put fresh fuel in to make sure the unit would start & run properly.
I believe the complaint should be with Lowe's or NEW for the simple fact the consumer may have been misinformed what the extended warranty he purchase covered, not with Castleton Outdoor Solutions. I have been in business since 1975 and run a very reputable company. If I feel like we were at fault for a mistake we have made or caused I do take care of it. I may not please everyone 100 percent, but we strive to take care of our customers as best possible.
[redacted], President
Castleton Outdoor Solutions
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Castleton Outdoor Solutions didn't appear to make any consent in their response to acknowledge that this has been handled poorly or to allow me to get my machine back without paying for the unauthorized work.
While I'm disapointed by what Lowe's is willing to cover on my warranty, I think that's a separate issue. If I was told that they weren't going to cover something and Castleton Outdoor Solutions was unable to continue with the repair unless I was willing to pay for the unauthorized repairs myself, then I would have been able to evaluate things and potentially just have the machine returned in non-working condition.
At this point I feel like my machine is being held hostage until I pay money for services that I didn't request. I feel like if Castleton Outdoor Solutions thinks they should be paid for this work then they should try to get that from Lowe's or the warranty company and in the future they should talk to the customer to get authorization before performing any work that will not be covered by warranty. From my phone conversation with [redacted] at Castleton Outdoor Solutions, it does not seem like it was a surprise to them that these things wouldn't be covered so it would have been very easy to pick up the phone and call me to see how I wanted to proceed.
Regards,
[redacted]
Castleton Outdoor Solutions has a policy that if you leave a mower or tractor for an estimate or for repair, and do not pick up your mower or tractor within a certain time, they will sell it and keep the moneyThey sold my MTD Yard Machine tractor without even warning meTheir policy is in "fine print" and I was totally unaware of itIn conversations with them, they showed no remorse or sympathy and stated that the money helped pay for the cost of storing my tractorTwo weeks in their lot does not seem to justify selling my tractor! Not even a phone calling warning me!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me Regards, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Castleton Outdoor Solutions didn't appear to make any consent in their response to acknowledge that this has been handled poorly or to allow me to get my machine back without paying for the unauthorized work. While I'm disapointed by what Lowe's is willing to cover on my warranty, I think that's a separate issue. If I was told that they weren't going to cover something and Castleton Outdoor Solutions was unable to continue with the repair unless I was willing to pay for the unauthorized repairs myself, then I would have been able to evaluate things and potentially just have the machine returned in non-working condition. At this point I feel like my machine is being held hostage until I pay money for services that I didn't request. I feel like if Castleton Outdoor Solutions thinks they should be paid for this work then they should try to get that from Lowe's or the warranty company and in the future they should talk to the customer to get authorization before performing any work that will not be covered by warranty. From my phone conversation with [redacted] at Castleton Outdoor Solutions, it does not seem like it was a surprise to them that these things wouldn't be covered so it would have been very easy to pick up the phone and call me to see how I wanted to proceed. Regards, [redacted]
The complaint from *** *** (ID***) was resolved on 3/5/ *** spoke with *** and explained we could do as little or as much on his mower that he wanted We were not holding it hostage for payment but simply wanted to fix the issues it had come in for After speaking with *** again *** agreed on the services provided and *** discounted the labor for his troubles
Sincerely
*** ***
Castleton Outdoor Solutions has a policy that if you leave a mower or tractor for an estimate or for repair, and do not pick up your mower or tractor within a certain time, they will sell it and keep the money. They sold my MTD Yard Machine tractor without even warning me. Their policy is in "fine print" and I was totally unaware of it. In conversations with them, they showed no remorse or sympathy and stated that the money helped pay for the cost of storing my tractor. Two weeks in their lot does not seem to justify selling my tractor! Not even a phone calling warning me!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Regards,
[redacted]
In response to [redacted] complaint on the repair of his...
tractor, I am sorry he is disgruntled. The unit was picked up for wouldn't start last winter. The unit was purchased from Lowe's on 28-AUG-2010.The contract with Lowe's that is being called a service contract is an extended warranty through NEW and is a mirror image of the manufacturer warranty(battery covered for 90 days). The fuel system which was contaminated with old fuel causing unit to not start and run properly Is not cover under warranty. This is all disclosed in the owners manual.
We contacted the extended warranty company with the problems and they said they are not going to cover this per their coverage agreement.
As far as the repairs not being authorized, we covered what the complaint was from the customer to the warranty company NEW. Tractors do not have a computer like an automobile does that can be plugged into and diagnose what the problem is to be fixed. Therefor some things just have to be done in order to diagnose the problem.
We removed the battery (which test bad ) so we could check the engine for proper spark and compression for the engine to run (which it had). This left the fuel system to be the culprit and to be 100% sure we needed to drain the fuel system of the old fuel and put fresh fuel in to make sure the unit would start & run properly.
I believe the complaint should be with Lowe's or NEW for the simple fact the consumer may have been misinformed what the extended warranty he purchase covered, not with Castleton Outdoor Solutions. I have been in business since 1975 and run a very reputable company. If I feel like we were at fault for a mistake we have made or caused I do take care of it. I may not please everyone 100 percent, but we strive to take care of our customers as best possible.
[redacted], President
Castleton Outdoor Solutions
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Castleton Outdoor Solutions didn't appear to make any consent in their response to acknowledge that this has been handled poorly or to allow me to get my machine back without paying for the unauthorized work.
While I'm disapointed by what Lowe's is willing to cover on my warranty, I think that's a separate issue. If I was told that they weren't going to cover something and Castleton Outdoor Solutions was unable to continue with the repair unless I was willing to pay for the unauthorized repairs myself, then I would have been able to evaluate things and potentially just have the machine returned in non-working condition.
At this point I feel like my machine is being held hostage until I pay money for services that I didn't request. I feel like if Castleton Outdoor Solutions thinks they should be paid for this work then they should try to get that from Lowe's or the warranty company and in the future they should talk to the customer to get authorization before performing any work that will not be covered by warranty. From my phone conversation with [redacted] at Castleton Outdoor Solutions, it does not seem like it was a surprise to them that these things wouldn't be covered so it would have been very easy to pick up the phone and call me to see how I wanted to proceed.
Regards,
[redacted]