Cook's Outdoor Equipment

Company did unauthorized work on lawnmower and is holding mower hostage until bill is paid.I have a warranty on my lawnmower. The warranty company directed me to this business for warranty repair. I brought my mower to this business and told them I was there to have warranty work done on my mower (not non-warranty work). The business told the warranty company that the mower would not run because a dirty air filter caused the spark plug to fail so the warranty company will not pay for the repair. This is incorrect, and they are just guessing at the problem. I work on engines and understand other things can cause the plug to fail such as ignition problems and/or bad air/fuel mixture which would have been covered. I also regularly clean the air filter and checked it prior to bringing it in for repair and it was clean. They should have called before doing any non-warranty work and I would have just come and picked it up. They say they replaced the plug and air filter. I asked them to put my old parts back in and I would pick it up. They refuse to do this and are holding my mower hostage until the bill is paid.Desired SettlementPut my old parts back in the mower and I will pick it up without charge.Business Response Mr.[redacted] requested his mower be serviced by contacting a third party warranty company that was purchased with his lawnmower. The original complaint was the mower would not start. After examining the machine it was evident that it was operated with no routine maintenance or care. The engine would not start due to excessive dirt and debris completely occluding his air filter. The charges he is being asked to pay are the minimum labor charges and the price of an air filter and spark plug. We are the service center and only do the work specific to the customer complaint provided by the warranty company. He has contacted his warranty provider and they will not cover general maintenance or neglect, therefore being obligated to pay for the maintenance. This dispute should be directed to his warranty provider as we have no control over what they will agree to pay for.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)As I indicated in my original complaint, I checked the air filter prior to bringing it to the service center and it was clean. I also routinely check the filter and change oil as required. So, there statement that mower was not maintained is false.I recently spoke with the warranty company and they stated that Outdoor Power originally stated that the mower would not run because of a dirty air filter that caused the plug to fail. Now they are saying that the mower just needed routine maintenance.The warranty company also stated that Outdoor Power should not have done any work outside of warranty without my authorization. They stated that they would call and discuss this matter with him, but apparently were unable to get anywhere with him either.Bottom line is, I didn't agree or sign any document agreeing to work done outside of warranty. I also made that clear when I brought the mower to them for warranty work. So, I'm not liable for any charges.Final Business Response Mr.[redacted]'s warranty provider has paid for services rendered. He has been contacted to pickup his machine.

The product I ordered was damaged during shipping, and after [redacted] said they'd send a replacement part, they did not.I ordered a [redacted] suspension seat (#XXX-XXXX) from http://www.mowerpartsdirect.us on July 13, 2015. After installing the seat, I noticed a small tear in the fabric at the rear. I contacted [redacted] on July 22 (the day I received/installed the seat). On July 24, I received an email stating they would find a solution, but they needed to discuss with their boss. I requested a status update July 28 and again on August 3. Finally, they replied on August 4 that they ordered a replacement seat back (#[redacted]) and it would ship when they received it as it was not a stock item. I emailed them again on August 15 & August 24 and have not received any response.Desired SettlementI would like to receive the replacement seatback (#[redacted]) as they stated had been ordered in the email.Final Consumer Response Outdoor Power has sent a replacement seat cover as they promised. I'm satisfied with the resolution.

Outdoor power advertises as a[redacted] dealer. Because of this, I ordered a[redacted] part over the phone. I was told that the part would take about one week to arrive then be promptly shipped. Two weeks later, I called to inquire about the part. I was told that it arrived that day and would be shipped that day. One week later I still had not received the item. I again called only to have no one answer the phone and be directed to a voice mailbox that was full. After multiple calls over two days I finally spoke with the same woman I had been dealing with. She gave me a[redacted] tracking number and stated it had been shipped on this day. Following up with the tracking number, I found that it was an invalid tracking number. Again, after multiple calls with no answer and being directed to a full voice mailbox I finally got in contact with the woman I had spoke with and was given another tracking number. This tracking number, via the[redacted] web site, showed that only a slip had been generated, nothing was shipped. After two more days I was able to get in contact with Outdoor Power and was told by the same woman that she had taken the part herself to the local[redacted] store (#3504) to be shipped. I contacted the[redacted] store and was told that that item was never brought there. Again, after multiple calls with no one answering, I got in touch with the woman and she stated that she had filed "paperwork" with[redacted] and that she had shipped the part. This also was not true.Product_Or_Service:[redacted] locking tangDesired SettlementI would like the part or a refund.