Detlan Equipment Incorporated

[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: [redacted] I am rejecting this response because:Regards, [redacted] I reject this response because the main issue was that took the mower in to be serviced not repaired and when we went in to pick it up the service manager said himself that he never would have repaired this mower but still chaged us and then it fell apart ( alos I am not aware of any 10% discount? I called thee times when the mower was there and nobody told me it should not have been fixed The mower had to go back and when I conacted this guy to discuss the service manager yelled at me and hung up on me Case in point I paid dollars for a service that put me in a worse position The service manager has contacted me to come in and purchase a mowner but I do not wish to do business with him due to his lack of professionalism and I am not able to make another trip out to his shop it is an incomvience I wish to be reimbured since I paid for a mower that was together when it went in and now it is completely broken and I had to buy a new mower on top of the I had to put out for a pile of broken parts thanks ***

June 6, Dear *** ***,For your edification, I have enclosed copies of the two service invoices regarding the *** *** *** WalkBehind Mower in questionThe first one, dated 4/28/14, clearly shows what services were providedNone of these could have caused the gas tank to fall
off as the complainant asserts in her letter to your organizationThe second service invoice dated 5/3/shows that the leaking fuel tank was replaced with no labor charge to the customerThe cost of the fuel tank itself was to be paid by the customerI have also enclosed a copy of this parts invoiceNot only did we give the customer a 10% discount, we allowed them housecredit with the understanding that it would be paid within a few weeksThis invoice, dated /28/14, remains unpaidSubsequent to the second repair, the complainant asserts that the entire motor fell offFrom the customers description during our telephone conversation, it is more likely that the engine sustained severe internal damage causing some components to be dislodgedAgain, however, none of our services could have caused this.I have spoken with the customer by telephone, asking for the mower to be brought back in to see which of the parts could be reused and, therefore, to refund the cost of these partsTo date the customer has not respondedI would also be willing to take the mower as a tradein on a new oneI would allow the total that the customer paid as the value of the trade.If you have any questions, please call me at ###-###-####.Sincerely,

[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:Regards,[redacted] I reject this response because the main issue was that  took the mower in to be serviced not repaired and when we went in to pick it up the service manager said himself that he never would have repaired this mower but still chaged us 297.00 and then it fell apart ( alos I am not aware of any 10% discount?  I called thee times when the mower was there and nobody told me it should not have been fixed.  The mower had to go back and when I conacted this guy to discuss the service manager yelled at me and hung up on me. 
Case in point I paid 297 dollars for a service that put me in a worse position.  The service manager has contacted me to come in and purchase a mowner but I do not wish to do business with him due to his lack of professionalism and I am not able to make another trip out to his shop it is an incomvience.  I wish to be reimbured since I paid for a mower that was together when it went in and now it is completely broken and I had to buy a new mower on top of the 297 I had to put out for a pile of broken parts. 
 
thanks [redacted]

Review: I purchased my John Deere JS28 Mower from [redacted] in 2012. It could not start it at the beginning of this season and I have it serviced at Detlan Equip Inc. ([redacted]). They cleaned carburetor, fuel line and tank at this time.

I brought back and after ONE time use, it could not start again. I sent it back to Detlan and I was told they found same problem and they replaced Carburetor this time. They claim grass was introduced to Carburetor when I fill the gas. I do not believe this would happen after Single use. The truth is that Detlan suppose to replace the carburetor at the first time when I send mower for service. After they replaced the Carburetor, I used it for several time it works very well. Therefore I believe Detlan did not did a complete service at that time and I had to pay service charge for two time.Desired Settlement: Service should come with warranty.

Refund for the service charge for the second time is desired.

Business

Response:

September 12,2013

Revdex.com Of Metro Washington DC And Eastern Pennsylvania [redacted]

1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103 FAX: 215-563-4907

Reference: ID #[redacted]

Dear **. [redacted]:

Included in this reply are copies of the two service invoices in question. The first Invoice, #[redacted], was opened on April 27, 2013. We always run and test our repairs. As such, this mower worked fine when it went back to the homeowner The second Invoice, #[redacted], was opened on May 25,2013. The homeowner states that he used it one time and it again failed to perform properly. Given the rate of growth grass had during this 4-week period between repairs, it is highly unlikely that the mower was used only one time. When it came in the second time, dirt and grass were found in the carburetor. This made it necessary to replace the carburetor. The customer is responsible to use clean, quality fuel. We followed proper protocol in each of the repairs.

Sincerely,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

1. The first first invoice, #[redacted], was opened on April,27, 2013, That's the date mower was sent for service.

This Invoice # was paid on May 7, 2013. This is the date I received the mover after service.

(Please refer to high light in the attached invoice)

I used the mower on the May 7, 2013 and then It was not able to work it on next Sunday, not even able to start.

I wait for next Saturday, that it May 25, 20013 to send it back to repair.

This period is 15 days, not "4-week period" as stated in [redacted] letter.

2. When I receive the mover after first service, I was told it is better to use fresh gas. I did get fresh gas from gas station.

After all, the key point is not that the mower was used once or twice after service. Yes, it works when I took it back on May 7, 2013, but I expect it working continues after service, definitely not one or two times use only.

Detlan Equipment Inc should provide warranty for their service, not blaming customer using bad fuel without evidence when the mower was used only once after their service. After Carburetor was replaced in the second service, I used the mover exactly in the same way and it did not have problem for more than 3 months. Therefore Carburetor was not cleaned completely or replaced during first service is the reason that mower stopping working quickly after first service.

I request Detlan Equipment Inc provide warranty for their service and credit back the charges for the second time service. Not charging two times for service the same problem of the mover in a short period.

Regards,

Business

Response:

September 18, 2012

Revdex.com Of Metro Washington DC And Eastern Pennsylvania [redacted]

1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103 FAX: 215-563-4907

Reference: ID #[redacted]

Dear **. [redacted]:

The customer, [redacted], and I agree on the most important point of his assessment of this situation. That is, the mower worked fine when he used it after the first repair. The dirt and grass that were found in the carburetor caused the need for the seoond repair. If this dirt and grass had been there after the first repair, the mower would not have worked at all. Even using the customer’s time line of May 7 to May 25 (an 18-day period), it still seems unlikely that it was only used once. Perhaps the dirt and grass were in his gas can. In any case, it had to have been operator error for the dirt and grass to have gotten in the carburetor.

Sincerely

Review: My husband took our walk behind john deer lawn mower to detlan to be tuned up, have the oil changed and have a new blade out on the mower. I called on 3 separate occasions to see if the mower was done and all they said was that they were still working on the mower. Once the mower was done when my husband went to pick the mower up, the service manager Steve D, told my husband that if the repair technician had brought this mower to his attention, he would have advised to trade up to a new mower not repair. Too late the work was done and we paid the bill in the amount of $296.91. The day my husband brought the mower home the gas tank fell off of it and he took it back the same day. On Tuesday May 20, 2014, when using the mower, the entire motor fell off of it. I called to talk with somebody about this and Steve D called me back at the end of the day. I advised I wanted a resolution since he , himself said that if his technician had brought our mower to his attention he would not have repaired it. He talked over me the entire conversation and I said I would go to the Revdex.com he said not to threaten him with that yelled at me and hung up on me. In the process asked for a refund or to apply the monies paid to a new mower. again, talking over me and yelling he started giving demands of me bringing the mower back and then hung up on me.Desired Settlement: I desire a letter of apology and a check in the amount of $296.91. We were repeat customers but no more and I do not want to do business with a company who does not even know how to listen to a customer who is upset. Sometime just listening cures the issue. thanks very much lisa

Business

Response:

June 6, 2014Dear [redacted],For your edification, I have enclosed copies of the two service invoices regarding the [redacted] WalkBehind Mower in question. The first one, dated 4/28/14, clearly shows what services were provided. None of these could have caused the gas tank to fall off as the complainant asserts in her letter to your organization. The second service invoice dated 5/3/14 shows that the leaking fuel tank was replaced with no labor charge to the customer. The cost of the fuel tank itself was to be paid by the customer. I have also enclosed a copy of this parts invoice. Not only did we give the customer a 10% discount, we allowed them housecredit with the understanding that it would be paid within a few weeks. This invoice, dated /28/14, remains unpaid. Subsequent to the second repair, the complainant asserts that the entire motor fell off. From the customers description during our telephone conversation, it is more likely that the engine sustained severe internal damage causing some components to be dislodged. Again, however, none of our services could have caused this.I have spoken with the customer by telephone, asking for the mower to be brought back in to see which of the parts could be reused and, therefore, to refund the cost of these parts. To date the customer has not responded. I would also be willing to take the mower as a tradein on a new one. I would allow the total that the customer paid as the value of the trade.If you have any questions, please call me at ###-###-####.Sincerely,

Consumer

Response:

[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] Review: [redacted]I am rejecting this response because:Regards,[redacted] I reject this response because the main issue was that took the mower in to be serviced not repaired and when we went in to pick it up the service manager said himself that he never would have repaired this mower but still chaged us 297.00 and then it fell apart ( alos I am not aware of any 10% discount? I called thee times when the mower was there and nobody told me it should not have been fixed. The mower had to go back and when I conacted this guy to discuss the service manager yelled at me and hung up on me.

Case in point I paid 297 dollars for a service that put me in a worse position. The service manager has contacted me to come in and purchase a mowner but I do not wish to do business with him due to his lack of professionalism and I am not able to make another trip out to his shop it is an incomvience. I wish to be reimbured since I paid for a mower that was together when it went in and now it is completely broken and I had to buy a new mower on top of the 297 I had to put out for a pile of broken parts.

thanks [redacted]

Review: I had Detlan corporation pick up my lawn tractor for inspection, sharpen the blades, and to contact me prior to any repairs being completed. After 3 weeks without any contact, I requested the tractor be returned without any work done. They refused, and proceeded to inspect and repair items on the tractor, and forced me to pay the bill in order to have my tractor returned.Desired Settlement: Credit of $250. Total charges were over $350, however, I am willing to pay for tractor pick up and blade sharpening.

Business

Response:

The customer was made aware that, due to the time of year, it could be a 3-week wait. He reported that the engine ran rough and the PTO cable was not working properly. He wanted an estimate on the repairs. He also asked us to change the oil and to sharpen the blades. We checked the throttle to make sure it was functioning properly, from low idle to high idle. We drove the machine and found it ran fine. The PTO cable was not installed properly and needed no real repair. Since there were no repairs needed, no estimate was given. We then, as requested by the customer, changed the oil and sharpened the blades. We were not aware of any instructions from the customer to return the tractor without any work being done. When he called to inquire about his tractor, the service had already been completed.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

The billing invoice they provided clearly indicates to call before ANY work was completed, and the company has not provided a breakdown of the labor charges. At their quoted rate of $78 per hour, the charges are excessive for the work they have described. In addition, the respondent is untruthful in their statement. I was never informed of the repair time, and I spoke to the receptionist and one service technician to specifically request the tractor back before the work was complete. They both indicated no work was done, and I was told I would get a call back. In fact, the service technician denied the request, and I was told I would need to speak with [redacted], the service manager. In addition, when I finally did speak to [redacted], he indicated that they did not get to the tractor yet. Aside from my request to have the blades sharpened, there is very little accuracy in their reply.