E.M. Herr Equipment Inc.

Revdex.com:
On July 28th, I spoke to Dennis H*** and he agreed that if the mower missed when they came to mow, he would give my money back I was not home when they came and mowed I found the mower left in my shedOn Monday August 4, I mowed and it didn't miss or shut offI'm still questioning the fact that they put a fuel pump on when the mower didn't originally have oneAt this point, all I can do is hope that all problems have been correctedAt the first sign of it not working properly, I will take it back and demand my money back As I see it, only time will tell!
Sincerely,
*** ***

July 31, Dear Sirs,Please find this letter in response to the letter we received dated July 23, ID# ***It is the policy of the mower and engine manufacturer that all equipment must be repaired before deemed unrepairable and therefore have to give a refundWe have well
experienced shop personnel who do their best to make to make the necessary repairsUnfortunately in this situation the many times it was brought back to our shop it was not malfunctioning so we were trying to make repairs based off the customers statements of what was occurringWhen we did send an employee up to the customers house he was able to see what was happening and that’s when we were able to determine what repairs were neededWe have been in contact with both the mower and engine manufacturerWe have made repairs to our customers mower including replacing ignition module, new carburetor, new charcoal canister, new fuel tank, and new fuel pump all at the recommendation of *** and *** and ***We delivered our customers mower back to him on Wednesday, July Our employee who delivered that mower also mowed our customers lawn from 10:45am to 11:50am and the mower did not shut off or miss while mowing at the same settings the customer usesAs of July 31st we have not heard back from the customerHe was told to contact us again if there are any issues regarding his mower as he has been told since he purchased this unit.Thank you,Dennis *H***EMHerr Equipment Inc

[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: ***
I am rejecting this response because:
I no longer have any faith or trust in these people that they will do the right thingThey are liarsNo one has called me ever except one time to pick up my lawn mower to remove the carburetorMy mower did work at the end of last summer just not peppyI do not believe when they say it did not work nowI do not believe that they in fact have my old carburetor and if I returned my lawn mower now , I absolutely believe that they would do something harmful to it out of spitePlus I would be without a lawn mower for weeks.As the owner has stated, this was her company's mistake making an authorized repairThey repaired itThey did not attempt to call me on my cellphone only as they were instructed and then made a bad assumption and actionAgain, not my faultThey want me to pay for their mistakeAnd if anyone had ever called me nicely and treated me like a human being I might have had more understandingThe owner telling me how much money they saved me is inappropriate last ditch effort to extract my money for her mistake. Frankly, I am done with these peopleI want them to drop the matter and have them pay for their own mistakeAnd perhaps learn a lesson about how to respectfully treat her customersTeach the gruff men how to be gracious and kind and how to communicateGood luck, MsHerr with that one!!
Regards,
*** ***

Dear Sirs,Please find this letter in response to a letter we received on May 7, 2015, ld #[redacted]The customer called our establishment for our Spring Service Special which includes general maintenance (i.e. spark plug, sharpen blades, replace air filter etc). The customer did mention to us to check...

the carborator on her mower which our technition did and found that it needed to be replaced. We could have just "serviced" the mower with our service special (spark plug, sharpen blades, replace air filter, etc.) but that still would have left her mower with limited or no functionality and surely an upset customer since it would not have been operating efficiently. The carborator needed to be replaced to make the mower work. While we acknowledge it was our mistake for assuming that the customer would just want the carborator replaced we have made numerous calls to rectify this matter. We have no problem accepting the customer's payment for the Service Special ($94.35) however, that means we will pick up the mower (at no charge), remove new carborator that we installed (since we did not get confirmation from the customer), install the old carborator (which we still have) and deliver the mower back to the customer (at no charge). We have had no response from the customer. We take full responsibility for the mistake but, if the customer does not allow us to pick up the mower to change out the carborator then we will require payment for the services rendered.The service Speical $89.00 + 6% sales tax ($5.35) = $94.35. The cost for the carborator work was $51.19. In response to the customer comment about the cost of the repairs versus getting a new lawn mower the "extra cost" was only the $51.19. She already knew she was going to be spending the $89.00. A new mower comparable to the customer's current mower would run around $400.00 would think she would have wanted to only spend $51.00 verses $400.00.Ashley H

Dear Sirs,Please find this letter in response to a letter we received on May 7, 2015, ld #[redacted]The customer called our establishment for our Spring Service Special which includes general maintenance (i.e. spark plug, sharpen blades, replace air filter etc). The customer did mention to us...

to check the carborator on her mower which our technition did and found that it needed to be replaced. We could have just "serviced" the mower with our service special (spark plug, sharpen blades, replace air filter, etc.) but that still would have left her mower with limited or no functionality and surely an upset customer since it would not have been operating efficiently. The carborator needed to be replaced to make the mower work. While we acknowledge it was our mistake for assuming that the customer would just want the carborator replaced we have made numerous calls to rectify this matter. We have no problem accepting the customer's payment for the Service Special ($94.35) however, that means we will pick up the mower (at no charge), remove new carborator that we installed (since we did not get confirmation from the customer), install the old carborator (which we still have) and deliver the mower back to the customer (at no charge). We have had no response from the customer. We take full responsibility for the mistake but, if the customer does not allow us to pick up the mower to change out the carborator then we will require payment for the services rendered.The service Speical $89.00 + 6% sales tax ($5.35) = $94.35. The cost for the carborator work was $51.19. In response to the customer comment about the cost of the repairs versus getting a new lawn mower the "extra cost" was only the $51.19. She already knew she was going to be spending the $89.00. A new mower comparable to the customer's current mower would run around $400.00 would think she would have wanted to only spend $51.00 verses $400.00.Ashley H

[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:
I no longer have any faith or trust in these people that they will do the right thing. They are liars. No one has called me ever except one time to pick up my lawn mower to remove the carburetor. My mower did work at the end of last summer just not peppy. I do not believe when they say it did not work now. I do not believe that they in fact have my old carburetor and if I returned my lawn mower now , I absolutely believe that they would do something harmful to it out of spite. Plus I would be without a lawn mower for weeks.
As the owner has stated, this was her company's mistake making an authorized repair. They repaired it. They did not attempt to call me on my cellphone only as they were instructed and then made a bad assumption and action. Again, not my fault. They want me to pay for their mistake. And if anyone had ever called me nicely and treated me like a human being I might have had more understanding. The owner telling me how much money they saved me is inappropriate last ditch effort to extract my money for her mistake. 
Frankly, I am done with these people. I want them to drop the matter and have them pay for their own mistake. And perhaps learn a lesson about how to respectfully treat her customers. Teach the gruff men how to be gracious and kind and how to communicate. Good luck, Ms. Herr with that one!!
Regards,
[redacted]

Review: I bought a [redacted] riding mower on 4/25/13 which has given me constant trouble ever since purchased. I have returned it for repairs under warranty 10 times over the last 15 months. Each time they have been unsuccessful in stopping the problem. It misses and sometimes stops altogether. They had a worker to the house on 6/24/14 who confirmed that it malfunctioned 12 times while mowing my 1/4 acre lawn. I just want my money back and don't want to deal with this company anymore. They have had it for 4 weeks now and have returned to mow with it three times during those four weeks and it still has the same problem. Now they are talking about adding a fuel pump to try to solve the problem. I'm fearful that this is a bandaid as it is not required on this motor. They just need to return this to the [redacted] company and give me my money back.Desired Settlement: Total cost 1599.00 to be returned.

Business

Response:

July 31, 2014Dear Sirs,Please find this letter in response to the letter we received dated July 23, 2014 ID# [redacted]. It is the policy of the mower and engine manufacturer that all equipment must be repaired before deemed unrepairable and therefore have to give a refund. We have well experienced shop personnel who do their best to make to make the necessary repairs. Unfortunately in this situation the many times it was brought back to our shop it was not malfunctioning so we were trying to make repairs based off the customers statements of what was occurring. When we did send an employee up to the customers house he was able to see what was happening and that’s when we were able to determine what repairs were needed. We have been in contact with both the mower and engine manufacturer. We have made repairs to our customers mower including replacing ignition module, new carburetor, new charcoal canister, new fuel tank, and new fuel pump all at the recommendation of [redacted] and [redacted] and [redacted]. We delivered our customers mower back to him on Wednesday, July 30. Our employee who delivered that mower also mowed our customers lawn from 10:45am to 11:50am and the mower did not shut off or miss while mowing at the same settings the customer uses. As of July 31st we have not heard back from the customer. He was told to contact us again if there are any issues regarding his mower as he has been told since he purchased this unit.Thank you,Dennis *. H[redacted]E. M. Herr Equipment Inc.

Consumer

Response: