Cut Above Lawn Care and Landscaping, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Several phone calls had been made during the time frame of the mower being in their possession. Majority of the phone calls were made from my place of employment during business hours. Each time that I had made contact during these calls, I was speaking directly to owner (Paul). The initial phone call / message left with cut above regarding the issues after picking it up were made on the same day that it was picked up (within hour). I immediately called after getting the mower home and finding the issue on that Saturday. I left a message. I am currently contacting my personal phone company for an exact date, time and proof. I had to call the following week and again spoke with Paul who said he did not want to get more time involved in attempting to repair and would be pricing out a new assembly that "he would be fair on price with". After a couple of weeks of not hearing anything back from them, I followed up with an email sent to **@cutabovelawns.com via their website. I have attempted to retain proof of that email with no success due to the setup of their website. I had to provide my email but it sends a message to them from their server which leaves me without a sent copy. If they are unsuccessful, in finding the multiple phone calls made from my place of employment, personal cell phone or email through their website, it is because they have not looked for them. As far as the $dollar tip, that is something I always do directly to the person who performed the work. I work in the service field and am always in the mindset of establishing and retaining a relationship as a good customer. If I had known the caliber of work that was performed before I able to use the mower, I would not have tipped at all. I made the mistake of assuming that the amount of time and money would leave me with an assembly that worked correctly and would not have imagined to be in the situation I am in now. Bottom line is that I did make several phone calls, spoke with Paul himself, left messages and sent email during the time of it being there and after the realization of their failure to repair. I was told multiple times that the price would be fair but was unable to provide me with an estimate when speaking with Paul. The issue as explained to Paul before is that the pulleys that they "aligned" and welded onto the assembly route the belt directly into rubbing against the assembly housing. It takes no more than minute of turning the assembly on until the belt smokes and shoots off the pulleys (attempted twice). It has left a bare metal rub mark where this occurs. I am 100% confident that after they put it all together, it was never even tried to see if they fixed anything. It is now useless to me because it does not work at all. Again, multiple calls were made where it was left off for them to contact me which did not happen and the opportunity to make the situation right was given. I am again 100% positive that if able to review their phone records, it would show at least phone calls from me, email from me and ZERO contact outbound from them.
Regards,
*** ***

July 15, 2015Dear ***,I am writing in response to the complaint submitted by *** *** *** * *** **in reference to repairs done to his *** *** mower*** *** stated that he called, left messages, sent emails, and we never responded, when in fact, we never received any phone
calls, messages or emails from himI have spoken to my staff and none of which received any communication from *** ***In fact, when he came to pickup his mower, he left our shop mechanic a $tip and that was the last communication we had with *** ***So, we were blindsided by the complaint, and were never given the opportunity to work with *** *** to would have provided dates make things rightIn addition, it would be helpful if *** *** of his so called phone calls, emails and the person he was leaving the messages and emails for, so that we could track those correspondence.I would like further information from *** ***, to include what exactly happened with the mower after he took home, in addition to the dates he tried to contact us, as well as, the individuals he left messages for at the office.Regards, Paul BPresident

[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:
Several phone calls had been made during the time frame of the mower being in their possession.  Majority of the phone calls were made from my place of employment during business hours.  Each time that I had made contact during these calls, I was speaking directly to owner (Paul).  The initial phone call / message left with cut above regarding the issues after picking it up were made on the same day that it was picked up (within 1 hour).  I immediately called after getting the mower home and finding the issue on that Saturday.  I left a message.  I am currently contacting my personal phone company for an exact date, time and proof.  I had to call the following week and again spoke with Paul who said he did not want to get more time involved in attempting to repair and would be pricing out a new assembly that "he would be fair on price with".  After a couple of weeks of not hearing anything back from them, I followed up with an email sent to **@cutabovelawns.com via their website.  I have attempted to retain proof of that email with no success due to the setup of their website.  I had to provide my email but it sends a message to them from their server which leaves me without a sent copy.  If they are unsuccessful, in finding the multiple phone calls made from my place of employment, personal cell phone or email through their website, it is because they have not looked for them.  As far as the $20 dollar tip, that is something I always do directly to the person who performed the work.  I work in the service field and am always in the mindset of establishing and retaining a relationship as a good customer.  If I had known the caliber of work that was performed before I able to use the mower, I would not have tipped at all.  I made the mistake of assuming that the amount of time and money would leave me with an assembly that worked correctly and would not have imagined to be in the situation I am in now.  Bottom line is that I did make several phone calls, spoke with Paul himself, left messages and sent 1 email during the time of it being there and after the realization of their failure to repair.  I was told multiple times that the price would be fair but was unable to provide me with an estimate when speaking with Paul.  The issue as explained to Paul before is that the pulleys that they "aligned" and welded onto the assembly route the belt directly into rubbing against the assembly housing.  It takes no more than 1 minute of turning the assembly on until the belt smokes and shoots off the pulleys (attempted twice).  It has left a bare metal rub mark where this occurs.  I am 100% confident that after they put it all together, it was never even tried to see if they fixed anything.  It is now useless to me because it does not work at all.  Again, multiple calls were made where it was left off for them to contact me which did not happen and the opportunity to make the situation right was given.  I am again 100% positive that if able to review their phone records, it would show at least 7 phone calls from me, 1 email from me and ZERO contact outbound from them. 
Regards,
[redacted]

July 15, 2015Dear [redacted],
I am writing in response to the complaint submitted by [redacted]. in reference to repairs done to his [redacted] mower.
[redacted] stated that he called, left messages, sent emails, and we never responded, when in fact, we...

never received any phone calls, messages or emails from him. I have spoken to my staff and none of which received any communication from [redacted]. In fact, when he came to pickup his mower, he left our shop mechanic a $20 tip and that was the last communication we had with [redacted]. So, we were blindsided by the complaint, and were never given the opportunity to work with [redacted] to would have provided dates make things right. In addition, it would be helpful if [redacted] of his so called phone calls, emails and the person he was leaving the messages and emails for, so that we could track those correspondence.I would like further information from [redacted], to include what exactly happened with the mower after he took home, in addition to the dates he tried to contact us, as well as, the individuals he left messages for at the office.
Regards,
Paul B.
President