Drake Lawn & Garden

I have been trying since Monday march to pick up this unit and the customer said he did not want it picked upHe sent me pictures of the tractor and it has some salt spray on it and I told him we would power wash itHe thought it was very disrespectful of us to think of using a power washer on his tractor and he did not want that doneI kept asking him thru repeated emails if I can pick it up MondayBut now he insists we pick it up Saturday and we do not do deliveries on Saturday or on Monday before he goes to work at 7:and we do not open till 8:I have tried everything in my power to help this customer but he is being very difficult to pleaseI even offered to hand wash his unit because he was so "mad" even though we power wash all the machines that come in hereThe salt spray wash from the road as he had us pick it up in February when the roads were being saltedIt did not get washed st the time because it was too cold outside to do itFrom his picture it is not really badRegarding the bagger I wanted to see what we could doOur driver told me that was not broke when he dropped it off but I wasn't going to get into any more discussions with this man and we were just going to send it out and have the plastic repairedI don't know what else I can doHe is asking for money back but we are willing to make everything right and I told him soIt's just he is not making it eady

First of all we never said to this customer that you have to leave What we did say is that if you have a paid receipt for the blade sharpening we could give you a refund Very seldom do people pay us in advance for a blade sharpening and if they do we mark their repair tag paid so we know that when they come to pick it up and they would have a paid receipt to go along with the repair tag His was not marked paid He said he could find his credit card billing and bring it in but we never heard from him regarding that Also the parts manager who had recently looked through the blades for any old ones stated to him that he had not thrown any blades out Once they get to be on our shelf for over a year we may do that but not after months Our service repair tag clearly states "No merchandise delivered without this check Not responsible for goods left over days." The Parts manager also gave him his business card and asked him to call us with a model of his lawn mower and he would look into getting a blade for him He never called This all happened around a month ago So I feel we did attempt to resolve this for this customer but he did not come to us with any of the information we had requested from him We are still willing to refund any payment he made for sharpening if he can provide us with a paid receipt dated at the time he said he brought it in

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.MrsD*** response to my complaint has left some glaring omissionsMy lawn tractor was picked up on Feb1st in very clean conditionIt was returned to house on March 6thWhen I returned home from work and was going to move the tractor into the garage I noticed that it was a filthy mess, it looked like it was left outside for the entire month it was thereUpon further inspection I noticed some minor damage to the hopper cover of the grass collectorI was very disappointed in service and the condition of my tractorI respectfully placed a call to D*** and spoke with Judy(owner) her response to my concerns were very accusatory, her explanation was the bagger should have been taken off and the tractor could have not gotten dirty because it was left insideShe offered to pressure wash the tractor the next day March 7th, which I said I did not feel comfortable with (I have always hand washed and detailed) she would look into the damaged hood cover but things happen in transitI emailed her later that evening explaining my concerns in detail and her poor customer serviceI stated that I did not want my tractor power washed and asked for a partial refund for the poor return condition of my tractorInstead of her providing understanding for the situation she called my concerns accusations and possible issuesI have been very skeptical but them picking up my tractor considering the treatment I have received thus further via phone call and emailsI requested to be home if there was going to be a pick up to show and explain the issuesThe can't do thatThe bill for the service was $which I know to them is not much, but I expected my tractor back in the same condition as when it leftI feel like my concerns/issues have been down played and not taken seriouslyI guess they can take my money no problem but when it comes time it assisting me it has to be done on there termsI have all the emails that I would be willing to forward to document in greater detail the timeline of the poor customer service I have been given.
Regards,
Michael L***

Initial Business Response /* (1000, 5, 2015/11/02) */
Good afternoon [redacted]
[redacted] Inc. statement in their complaint seems correct. Unfortunately due to health and scheduling issues and previous management problems many of the outstanding charges were not followed up on. I notified...

an employee (dark haired, sat closest to East side doors) that the deposit refund would most likely be a wash. We are still compiling information from years past time cards and work orders but so far we have found that ARI will owe us money. I am attaching what we have found so far. [redacted] never paid for the furniture, which was all approved in phone or personal meetings with myself, our maintenance supervisor, [redacted] employee [redacted] and a former [redacted] employee [redacted] There are also charges for office change orders, and other triple net charges they were responsible for under the terms of their lease. We will gladly work with [redacted] and the Revdex.com for a quick resolution, but it is my firm belief that I do not owe anything back.
[redacted]
Crestwood Properties, L.L.C.
1609 W. Detweiller Drive
Peoria, IL 61615
(XXX) XXX-XXXX
[redacted]@gmail.com
Initial Consumer Rebuttal /* (3000, 9, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We agree there was an addendum for the lease which required 37% reimbursement of landscaping and parking lot maintenance. Documents show 37.25% from owner's response. We are not clear on what [redacted] was for. Agreement required billing per occurrence. We did not receive any invoices and support (copies of actual bills) during this time.
We repeatedly requested a final walk through (regular mail and phone), and we never received a response. We are not paying for any items after May 2015, as we did not witness or check off any items needing repair before end of the lease contract. Had the walkthrough been granted we could have concluded on the remaining items (e.g., bulbs, etc.).
We paid for window blinds $1,030.51 (custom) for all windows and left at the facility. Documents attached for receipts. We researched and agree the kitchen furniture and shelving ($696.??) should have been settled prior. Appliances and refrigerator were purchased by [redacted] In order to better understand their documentation it would be helpful to see exact supporting documents and amounts/descriptions instead of random numbers on paper.
Triple net payments were all made. See attached.
Had the owner walked through the facility per our requests, many, if not all, items would have been settled at that time. We look forward to settling this matter and getting our $3,000 deposit returned.

I have been trying since Monday march 6 to pick up this unit and the customer said he did not want it picked up. He sent me pictures of the tractor and it has some salt spray on it and I told him we would power wash it. He thought it was very disrespectful of us to think of using a power washer on...

his tractor and he did not want that done. I kept asking him thru repeated emails if I can pick it up Monday. But now he insists we pick it up Saturday and we do not do deliveries on Saturday or on Monday before he goes to work at 7:15 and we do not open till 8:30. I have tried everything in my power to help this customer but he is being very difficult to please. I even offered to hand wash his unit because he was so "mad" even though we power wash all the machines that come in here. The salt spray wash from the road as he had us pick it up in February when the roads were being salted. It did not get washed st the time because it was too cold outside to do it. From his picture it is not really bad. Regarding the bagger I wanted to see what we could do. Our driver told me that was not broke when he dropped it off but I wasn't going to get into any more discussions with this man and we were just going to send it out and have the plastic repaired. I don't know what else I can do. He is asking for money back but we are willing to make everything right and I told him so. It's just he is not making it eady

First of all we never said to this customer that you have to leave.  What we did say is that if you have a paid receipt for the blade sharpening we could give you a refund.  Very seldom do people pay us in advance for a blade sharpening and if they do we mark their repair tag paid so we...

know that when they come to pick it up and they would have a paid receipt to go along with the repair tag.  His was not marked paid.  He said he could find his credit card billing and bring it in but we never heard from him regarding that.  Also the parts manager who had recently looked through the blades for any old ones stated to him that he had not thrown any blades out.  Once they get to be on our shelf for over a year we may do that but not after 4 months.  Our service repair tag clearly states "No merchandise delivered without this check.  Not responsible for goods left over 30 days."  The Parts manager also gave him his business card and asked him to call us with a model of his lawn mower and he would look into getting a blade for him.  He never called..  This all happened around a month ago.    So I feel we did attempt to resolve this for this customer but he did not come to us with any of the information we had requested from him.  We are still willing to refund any payment he made for sharpening if he can provide us with a paid receipt dated at the time he said he brought it in.