Crown Power & Equipment

Initial Business Response /* (1000, 5, 2015/09/08) */
Contact Name and Title: *** ***
Contact Phone: 573/XXX-XXXX
Contact Email: ***@crown-power.com
This issue was resolved with customer after manager returned from other retail locations the next dayThere are always two sides to a
story as there was in this matter
This issue is done as far as I am concerned

Initial Business Response /* (1000, 5, 2015/08/07) */
Contact Name and Title: [redacted] ASST Service
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@crown-power.com
On 07/13/15 the customer dropped off their lawnmower for service. The complaint was that the right side drive motor was...

leaking fluid and the unit had stopped pulling. He also asked us to perform a good check over on the unit and advise if anything is needed. We had no service history on this unit, even though we sold it, from July of 2011. That is when this dealership installed a new business system that tracks everything that gets done on all equipment. After looking at the mower we determined the cause of the leak and made repairs. Tech also noted that the unit creeps forward when setting still and also tracks faster on one side. Tech made adjustments on the drive system at that time. We called the customer and advised him that a full service was needed on unit. He gave us permission to service unit. After repairs were complete, the customer came to pick up the unit. He was not happy with the way that the unit was tracking. The tech immediately addressed this with him and made adjustments. Customer loaded unit and took home. A day or two later the customer brought unit back in again with same tracking concern. The tech jumped right on it and found that one of the lock nuts on the adjusting rod had simply come loose. Tech readjusted the tracking and secured all the hardware with Loctite to ensure it would not happen again. The customer was not charged. Customer took unit home. A week or so later, on the 24th of July, the customer came into the service office. He was clearly agitated. He stated that his unit was running horrible and since we had just serviced it, it was our fault. We said that we would be happy to look at it but that he shouldn't point fingers until we know the root cause. We informed him that it the problem was related to previous repairs that we made we would take care of it with no costs to him. He wanted us to pick the unit up, which we did. When the unit got to the shop, it was obvious to the tech that the unit was only running on one cylinder. Tech took the top shroud off of the engine and found a large mouse nest and damaged wires on the ignition coil and spark plug wire from the mice chewing on them. Pictures were taken. We called and informed the customer of our findings and we were told to order a replacement coil. We replaced the coil and repaired the other wires. We then tested the unit and it ran fine. We called the customer and told him that the repairs were finished. He and his wife came to the shop to pay for the repairs. We only charged him for the coil and labor to replace it. We did not charge him for the pick-up and delivery of the unit. While he was here he asked us how come we did not find the mouse nest when the unit was here for service. We informed him that unless there is a concern that requires the removal of the top cover we do not need to. It does not require removal to change the spark plugs or change the oil and filter. His wife paid with a credit card and made the comment that they really need the unit because the grass is really tall. We then hauled the unit back to the customer's house. A few days later the customer called again. He was very mad. He informed us that the deck belt had broken on his mower. He stated that he wasn't even able to finish his yard one time without the mower breaking. He then asked us what was included in the full service that we performed on the unit. We read the list to him and he stopped us at "inspect belts". He said we obviously did not inspect the belts if it broke. We informed him that we did inspect the belts and that if there is no obvious sign of damage we do not replace them. At that point the customer was very mad and agitated and started cussing and using vulgar language. He then stated that he would never come back here again and would take his business elsewhere. Because of his language, he was told "OK" and we hung up. That was the last communication we have had with the customer. The customer did call back and ask to speak with the General Manager. At that particular time the GM was not here at the dealership. A message was taken and given to the GM and he attempted to contact the customer. The customer did not answer. We would like to point out that his wife did say that the grass was very tall. We have had to replace several belts this year due to the excessive rain that has caused tall, wet grass. There is no way to predict when a belt is going to break even if it is in good shape. We understand that the customer was upset and frustrated. And as a customer service company, we took care of what we considered to be our responsibility. With that being said, we believe that the customer received the service that he paid for and have no plans on refunding any money. It is with regrets that we wish to sever any further business with this customer.