We are sorry to hear Mr [redacted] is experiencing problems with his trimmerThis is the first we have heard about thisWe will not respond to disparaging comments, our success over the last years will speak to thatAustin Outdoor was up-front and honest with our process and timeWe allow the customer to make a full decision before leaving a piece of equipment for repairOur service is experiencing a high level of demand due to the seasonality of our industry.We due offer a day warranty on all repairs and are happy to take a look at this trimmer and make things rightAlthough, it has been over days since the repair, we will extend the offer until Sept15,If Austin Outdoor is responsible for this situation, we will make it rightUnfortunately, we cannot make those decisions without first diagnosing the equipment
Complaint: [redacted] I am rejecting this response because:Sorry, my email has been down for the last week I'm not following what they are saying?? They need to be more clear.They are saying they want me to come back in leave the equipment, to do another supposed diagnose, leave another deposit, then they will come back weeks from and tell me it is "my fault", hold my equipment, and charge me a fee of either $to get it back or repair it for another $100???? Regards, [redacted]
Austin Outddoor is very sorry for any mis-understanding in our company policiesOur employee was new to the job and may not have conveyed our policies concerning the $limitIt was not his or our intentions to bait and switch any customerIt is in fact our policy, but we did not do a fair enough job explaining to the customerWe will be happy to refund the difference of the $deposit which was explained to the customer and agreed uponPleas stop by and ask for the owner and this will be taken care of
Complaint: [redacted]
I am rejecting this response because:I have shown the owner of the lawn mower, your response. It is not clear whether you are offering to refund $25 or another amount. Your response mentions "difference between the $25". The issue is, when I asked for Austin Outdoor Power to call us and inform us as to why the lawn mower would not start, I was told "Yes, we will call you." I then provided [redacted] phone number and repeated that she will want to know what is wrong with the mower before she decides if she wants to fix it. [redacted] understood this as per my account of our initial conversation referenced in the original complaint. We understand that you have a new employee who misrepresented your policy, however no client/prospective customer should be forced to absorb the cost of a mistake made by a representative of your company. As consumers who have been invited into your business by way of advertising and marketing to the public, we came in good faith and even paid a $25 deposit to simply have a lawn-mower looked at to determine why it would not start. This policy was explained and while we did not feel it was the fairest of policies, we adhered to it based on what we were told by [redacted]. The proper course of action, and the course of action we were led to believe would take place, would have been to determine the issue, call the owner, [redacted], as agreed and allow her to decide what she wanted to do from there. Additionally, I asked [redacted], "what happens if the owner decides to repair the lawn mower here, but the repairs are less than the $25?" [redacted] said the difference is returned. He said he as seen instances where some of the deposit money is returned. We feel that in this case, [redacted] should receive a refund of any charges from Austin Outdoor Power, because she was never called as agreed and given the opportunity to authorize any charges or work to be performed on her lawn mower.
Regards,
[redacted]
The difference refunded will be all but the original $25.00. The $25.00 was a deposit for work & or estimate charge. You agreed to that at time of payment. This will be our final offer...
Our original response was very clear. Our offer to look at this trimmer still stands. It was never stated that we would repeat all the steps as before. Because of the length of time that has passed, the cut-off date will remain Sept. 15,2016. We will not be responsible for repairs over 30 days. We offered to extend it as a courtesy. We repeat, a formal diagnosis cannot be performed without the trimmer being present.
We are sorry to hear Mr. [redacted] is experiencing problems with his trimmer. This is the first we have heard about this. We will not respond to disparaging comments, our success over the last 28 years will speak to that. Austin Outdoor was up-front and honest with our process and time. We allow the...
customer to make a full decision before leaving a piece of equipment for repair. Our service is experiencing a high level of demand due to the seasonality of our industry.We due offer a 30 day warranty on all repairs and are happy to take a look at this trimmer and make things right. Although, it has been over 30 days since the repair, we will extend the offer until Sept. 15,2016. If Austin Outdoor is responsible for this situation, we will make it right. Unfortunately, we cannot make those decisions without first diagnosing the equipment.
Complaint: [redacted]
I am rejecting this response because:Sorry, my email has been down for the last week. I'm not following what they are saying?? They need to be more clear.They are saying they want me to come back in leave the equipment, to do another supposed diagnose, leave another deposit, then they will come back 4 weeks from and tell me it is "my fault", hold my equipment, and charge me a fee of either $50 to get it back or repair it for another $100????
Regards,
[redacted]
Austin Outddoor is very sorry for any mis-understanding in our company policies. Our employee was new to the job and may not have conveyed our policies concerning the $90.00 limit. It was not his or our intentions to bait and switch any customer. It is in fact our policy, but we did not do a...
fair enough job explaining to the customer. We will be happy to refund the difference of the $25.00 deposit which was explained to the customer and agreed upon. Pleas stop by and ask for the owner and this will be taken care of.
We are sorry to hear Mr [redacted] is experiencing problems with his trimmerThis is the first we have heard about thisWe will not respond to disparaging comments, our success over the last years will speak to thatAustin Outdoor was up-front and honest with our process and timeWe allow the customer to make a full decision before leaving a piece of equipment for repairOur service is experiencing a high level of demand due to the seasonality of our industry.We due offer a day warranty on all repairs and are happy to take a look at this trimmer and make things rightAlthough, it has been over days since the repair, we will extend the offer until Sept15,If Austin Outdoor is responsible for this situation, we will make it rightUnfortunately, we cannot make those decisions without first diagnosing the equipment
Complaint: [redacted] I am rejecting this response because:Sorry, my email has been down for the last week I'm not following what they are saying?? They need to be more clear.They are saying they want me to come back in leave the equipment, to do another supposed diagnose, leave another deposit, then they will come back weeks from and tell me it is "my fault", hold my equipment, and charge me a fee of either $to get it back or repair it for another $100???? Regards, [redacted]
Austin Outddoor is very sorry for any mis-understanding in our company policiesOur employee was new to the job and may not have conveyed our policies concerning the $limitIt was not his or our intentions to bait and switch any customerIt is in fact our policy, but we did not do a fair enough job explaining to the customerWe will be happy to refund the difference of the $deposit which was explained to the customer and agreed uponPleas stop by and ask for the owner and this will be taken care of
Customer may return blades for a refund.Tell us why here
Complaint: [redacted]
I am rejecting this response because:I have shown the owner of the lawn mower, your response. It is not clear whether you are offering to refund $25 or another amount. Your response mentions "difference between the $25". The issue is, when I asked for Austin Outdoor Power to call us and inform us as to why the lawn mower would not start, I was told "Yes, we will call you." I then provided [redacted] phone number and repeated that she will want to know what is wrong with the mower before she decides if she wants to fix it. [redacted] understood this as per my account of our initial conversation referenced in the original complaint. We understand that you have a new employee who misrepresented your policy, however no client/prospective customer should be forced to absorb the cost of a mistake made by a representative of your company. As consumers who have been invited into your business by way of advertising and marketing to the public, we came in good faith and even paid a $25 deposit to simply have a lawn-mower looked at to determine why it would not start. This policy was explained and while we did not feel it was the fairest of policies, we adhered to it based on what we were told by [redacted]. The proper course of action, and the course of action we were led to believe would take place, would have been to determine the issue, call the owner, [redacted], as agreed and allow her to decide what she wanted to do from there. Additionally, I asked [redacted], "what happens if the owner decides to repair the lawn mower here, but the repairs are less than the $25?" [redacted] said the difference is returned. He said he as seen instances where some of the deposit money is returned. We feel that in this case, [redacted] should receive a refund of any charges from Austin Outdoor Power, because she was never called as agreed and given the opportunity to authorize any charges or work to be performed on her lawn mower.
Regards,
[redacted]
The difference refunded will be all but the original $25.00. The $25.00 was a deposit for work & or estimate charge. You agreed to that at time of payment. This will be our final offer...
Our original response was very clear. Our offer to look at this trimmer still stands. It was never stated that we would repeat all the steps as before. Because of the length of time that has passed, the cut-off date will remain Sept. 15,2016. We will not be responsible for repairs over 30 days. We offered to extend it as a courtesy. We repeat, a formal diagnosis cannot be performed without the trimmer being present.
We are sorry to hear Mr. [redacted] is experiencing problems with his trimmer. This is the first we have heard about this. We will not respond to disparaging comments, our success over the last 28 years will speak to that. Austin Outdoor was up-front and honest with our process and time. We allow the...
customer to make a full decision before leaving a piece of equipment for repair. Our service is experiencing a high level of demand due to the seasonality of our industry.We due offer a 30 day warranty on all repairs and are happy to take a look at this trimmer and make things right. Although, it has been over 30 days since the repair, we will extend the offer until Sept. 15,2016. If Austin Outdoor is responsible for this situation, we will make it right. Unfortunately, we cannot make those decisions without first diagnosing the equipment.
Complaint: [redacted]
I am rejecting this response because:Sorry, my email has been down for the last week. I'm not following what they are saying?? They need to be more clear.They are saying they want me to come back in leave the equipment, to do another supposed diagnose, leave another deposit, then they will come back 4 weeks from and tell me it is "my fault", hold my equipment, and charge me a fee of either $50 to get it back or repair it for another $100????
Regards,
[redacted]
Customer may return blades for a refund.Tell us why here...
Austin Outddoor is very sorry for any mis-understanding in our company policies. Our employee was new to the job and may not have conveyed our policies concerning the $90.00 limit. It was not his or our intentions to bait and switch any customer. It is in fact our policy, but we did not do a...
fair enough job explaining to the customer. We will be happy to refund the difference of the $25.00 deposit which was explained to the customer and agreed upon. Pleas stop by and ask for the owner and this will be taken care of.