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.espark 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 replacedWe 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 efficientlyThe carborator needed to be replaced to make the mower workWhile 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 matterWe 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 customerWe 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 $+ 6% sales tax ($5.35) = $The cost for the carborator work was $In response to the customer comment about the cost of the repairs versus getting a new lawn mower the "extra cost" was only the $She already knew she was going to be spending the $A new mower comparable to the customer's current mower would run around $would think she would have wanted to only spend $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.espark 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 replacedWe 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 efficientlyThe carborator needed to be replaced to make the mower workWhile 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 matterWe 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 customerWe 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 $+ 6% sales tax ($5.35) = $The cost for the carborator work was $In response to the customer comment about the cost of the repairs versus getting a new lawn mower the "extra cost" was only the $She already knew she was going to be spending the $A new mower comparable to the customer's current mower would run around $would think she would have wanted to only spend $verses $400.00.Ashley H