Charles Werner & Company Incorporated

To whom it may concern,
The following is a response to complaint ID # [redacted]:
The Customer brought a 125L in for repair on June 13, was told that it would not stay running but that it started just fine and that the gearbox was loose. On June 17th my technician determined that...

the fuel was bad (it was black) but was able to get the trimmer running by cleaning and tuning the carburetor and determined that the gearbox was loose because the mount on the shaft was worn out; it was going to take a new outer shaft. I called the customer to let him know that it was running well and asked if he Wanted to replace the outer shaft ($29,56) and one hour of labor ($60,00) for a total of $89.56 plus tax. He gave me the go-ahead for the repair. The trimmer was ready for pick up on June 23' and the customer was called. He came in to pick it up on June 27th around noon, at which point the trimmer was started and ran well, which was confirmed by the customer during a phone call on July 8. The customer brought the trimmer back in on July 6th complaining that it wasn't running well. It was determined that it was going to take a new carburetor on July 8th. I called the customer on July 8th to discuss the problem at which point we had a very calm conversation about it and he said that he would call me back to let me know what he wanted to do. He called back in on July 10 and was very upset about the situation and believed that he should get his money back for the original repair. I explained that unfortunately with lawn and garden repairs there is no warranty on the work performed, especially for fuel related issues. He confirmed to me during that situation that the trimmer a well when he care in to pick it up, and once he got it home. I explained that once a piece of equipment leaves our property can't know what was done to it, or what fuel was ran through it and therefore was unable to do anything for him.Thank you,
Justin W

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
the business is mistaken regarding the issues. I will explain what
happened.
On June 13 I brought in my trimmer and told the business
that the unit would not stay running. I told them that the unit would start up,
but after 30 seconds would not run. I also told them that the trimmer head also
appeared to be loose.
Over the following week, they apparently looked at the
trimmer and inappropriately determined that the problem with the motor was bad
gasoline. They changed the gasoline and contacted me and claimed that “it was
running well” denoting that they did more than just start it; they actually let
it run. The business admits this in the attached response. They then asked me
if I wanted to fix the trimmer head at a cost of $90. Since I believed they had
fixed the motor especially because they are an authorized Husqvarna dealer, I
gave them permission to fix the trimmer head.
After they completed the trimmer head repairs they contacted me. I paid the $90
and picked up the trimmer. I brought it home and immediately tried to use it.
It started, but after 30 seconds, it did not run anymore. This is exactly the
reason I brought the trimmer in to the business in the first place. I returned
to the business to have them look at the trimmer motor again.
They contacted me after a few days and told me that the
trimmer needed a new carburetor and that it would cost $100. The business
admits this in the attached response. I told them they should have discovered this
the first time and that I wouldn’t have paid $90 for a new trimmer head if I
knew that the carburetor was bad. I wouldn’t have paid it because a new trimmer
cost roughly the same as the repairs. So I asked them if I could return the
shaft and get my $90 back. They told me there was nothing they could do because
I left the property.
I contacted the business and explained the above narrative
to them. The person I spoke with argued with me and yelled at me. He also
refused to allow me to return the shaft. At the end of the conversation, he
stated, “I’m tired of arguing and yelling.”
This is the details of the situation. The business claims in
their response that at some point the unit started fine and I confirmed it. This
is not true. The unit does not start fine since I originally brought it in and
I certainly didn’t confirm it at any point.
A secondary issue is that the business appears to believe
that I want refund for fuel related repairs. The business states this in their
response. However, in my contact with them and in my noted complaint, I explain
that I am not seeking a fuel related refund. I am seeking to return the shaft
on my unit that has never been used and that I purchased under the presumption
that they had fixed the trimmer motor. Had the business listened to me on the
phone as well as read my submitted complaint, they would be aware of the actual
issues at stake.
The ironic thing about this entire situation is that had
they correctly diagnosed the problem at first, as they are trained and
authorized to do, I would likely have simply purchased a brand new trimmer off
their wall and had it serviced at their business for years to come.
The remedy I am requesting is either an allowance to return
the shaft for a full refund of $90 or a credit of $90 towards a new unit comparable
to mine or another option that can be negotiated.
Regards,
[redacted]