Dunlap Lawn & Garden Equipment Inc

In reference to each complaint she listed.1. Her husband [redacted] purchased the tractor from us June 11, 2015 the tractor is 2 years old and he paid $21,968.50. Warranty on that tractor through     [redacted] is 2 years or 2000 hrs excluding some normal wear parts and 5 year   ...

 power train warranty and 1 year on attachments.   2. Our records show that we have worked on this unit 4 times in the last 2 years of  which [redacted] warranty policies does not pay for pick-up or delivery but we         usually will help the customer out in the first year if they are willing to work with     us.    A. On 7/21/15 the customer hit something and bent a blade and a baffle on the         mower deck at 19.7 hrs. We charged them $44.52 with no pick-up and          delivery charge.              B. On 10/17/15 we serviced the unit complete at 53.7 and changed another bent blade and charged him $436.90 with no pick-up and delivery charge.                 C. On 10/31/16 we pick-up the unit and did a warranty repair on a seat bracket          at 175.5 hrs and no pick-up and delivery charge.              D. On 3/3/17 we picked-up the tractor at 244.5 hrs, we changed oil which           was 100 hrs over the suggested time for an oil change. At that time we also            replaced a lift rod which they destroyed using it improperly and 2 warranty items, 1 was a fuel tank issue and 1 was neutral service kit, total bill for the           oil change and rod repair and a $40 pick-up and delivery charge was            $197.98         3. We have been able to pick-up this unit in the past during the week and I asked     if they would set it out and we would pick it up, at which time [redacted] told me     that we could only pick it up on Saturday or Sunday, we do not pick up    or deliver on the weekends due to our drivers work Monday thru Friday. That is when she demanded rather loudly and proceeded to tell me what we were     going to do. I tried to explain to her that we would see what was wrong     this time, 4 months since the last repair and bill accordingly and she would not      listen I tried several times to interrupt her which she would not listen and she kept rambling about what we were going to do at which time I hung up on her.4. We do back our work but we do not allow our customers tell us what we will     and won't do. The manufacture of the equipment we sell provide the guide      lines to what is or isn't covered by warranty. Service calls or pick-up or      delivery is NOT covered by warranty.5. As far as their tractor, it is the least expensive tractor we sell and is not built as    heavy as other models. By the sound of it this customer does not know the proper operation or limit of this unit even though when I delivered the unit to the     customer they received instruction, the owners manuals, and a copy of      [redacted]'s warranty policy.In my eyes I believe that we will never be able to satisfy this customer and suggest that they look for another [redacted] dealer to take care of their issues.As for an apology I feel that we as a dealer has tried to take care of their problems to the best of our ability and she is being unreasonable and we are the one that deserves an apology from her, after having to address this unwarranted complaint.