Dave's Tractor World

Review: This service contractor was contracted by [redacted]'s to service my Toro lawn tractor. After repairing the tractor they told me that I would have to pay for the repair and they would hold my tractor hostage until I paid them, despite the fact that I never contacted them and they were contracted directly by [redacted]'s to cover the repairs.They claim that it was a "wear and tear" item not covered under warranty, but that should be between [redacted]'s and Dave's Tractor World as I clearly stated that the problem was a broken belt and was told by [redacted]'s that all repairs (other than oil changes) were covered under this warranty. Furthermore, I never even contacted Dave's Tractor World - this was done by [redacted]'s as Dave's is one of their authorized repair facilities and they just called me to coordinate pick-up.Desired Settlement: I want Dave's Tractor World to immediately return my Toro riding mower without charge to myself. Any payment issues they have should be resolved between Dave's and [redacted]'s as I was not a party to their contract.

Business

Response:

28 August 2013

To Whom it May Concern:

This letter is in response to complaint [redacted], lodged on 8-19-2013, about our business, Dave's Tractor World LLC.

Our response to this complaint is as follows:

Our company was notified of a request for pickup via the [redacted] warranty system, as is the normal procedure in our contract with [redacted]'s and [redacted]. The customer will notify the place of purchase of a needed repair, and the store initiates the workflow by sending an email requesting pickup of the unit to our company through the [redacted] system. We generally contact the customer only to arrange pickup of the unit; however, we will also contact the customer if a repair is not covered under the warranty.

We brought the unit (TroyBilt Model # [redacted], not “Toro" as the customer states) in and observed that it had a broken belt. The extended warranty does not cover broken belts, as that is indeed a "wear and tear" item that should be replaced when normal usage dictates, especially after two years of use, as in this case. Our technicians replaced the broken belt, and we called the customer for payment, as is customary when a warranty does not cover the repair. The customer refused to pay because he was told by the salesman at [redacted]'s that "all repairs {other than oil changes)" are covered by the warranty, and that he never contracted with Dave's Tractor World to pick up his machine.

We, in turn, contacted [redacted] at [redacted], who initiated payment of the bill in order to resolve a customer satisfaction issue.

We, as the service provider, are not responsible for the extended warranty contract, since we just provide the pickup/delivery and repair services. The warranty paperwork clearly states what is covered and not covered. If the customer had a problem with a warranty item, he should have called the warranty company or spoken to [redacted]'s regarding the misinformation that he received,

The unit was repaired on 8-16-2013. We delivered the lawn tractor back to the customer on 8-19-2013, the same day he filed his complaint. Payment for the pickup /delivery fee was made through the warranty company on 8-26-2013; payment for the labor and parts is pending at the time of this writing.

Thank you for your attention to this matter.

Sincerely,