In response to the letter of complaint sent in by [redacted] on her Gravely mower (model [redacted], sin [redacted]) she purchased from us March 18, 2016, while I acknowledge her feelings, some of her facts are misleading. When she purchased her mower she wanted the mulching kit added to the sale. We...
put the kit on and she did pay for the kit and labor to put this on. After using it for four months she decided she did not like how it mowed so we brought the unit back in and changed the blades back to her original ones, this was at no charge to her for the labor or the pickup/delivery charge and it was turned around back to her the same week. In December she called and said her mower would not move. We picked up her mower and brought it in to the shop for repair. We replaced her drive parts under warranty. This repair did take about six weeks due to the back order at the factory for the update kit. We also changed her oil at her request. At this point the pickup/delivery charge nor the oil change has been paid for, and we have not pushed for payment since she voiced her unhappiness with the mower. A couple weeks after we returned her mower, she called and said the belt broke when she started It up to use it. When the delivery driver went to pick up the mower, she stated to him she did not want the mower back. Our mechanic found the deck belt had broken, which is not what we had repaired previously. We have replaced the deck belt, and tested repeatedly, with no further issues. We were not able to determine what caused the belt to break, no external reason for the belt to have flipped off the pulley and break under the circumstances she said it happened. We have contacted Gravely about this mower and as much as we all want her to be happy, we do not feel that this mower is defective. I should have called her as she requested, no excuse other than this is a busy time of year. Also at a loss for what she is calling defective when 1 have personally taken it to mow my yard and had no problem with the mower. Sincerely, [redacted]
In response to the letter of complaint sent in by [redacted] on her Gravely mower (model [redacted], sin [redacted]) she purchased from us March 18, 2016, while I acknowledge her feelings, some of her facts are misleading. When she purchased her mower she wanted the mulching kit added to the sale. We...
put the kit on and she did pay for the kit and labor to put this on. After using it for four months she decided she did not like how it mowed so we brought the unit back in and changed the blades back to her original ones, this was at no charge to her for the labor or the pickup/delivery charge and it was turned around back to her the same week. In December she called and said her mower would not move. We picked up her mower and brought it in to the shop for repair. We replaced her drive parts under warranty. This repair did take about six weeks due to the back order at the factory for the update kit. We also changed her oil at her request. At this point the pickup/delivery charge nor the oil change has been paid for, and we have not pushed for payment since she voiced her unhappiness with the mower. A couple weeks after we returned her mower, she called and said the belt broke when she started It up to use it. When the delivery driver went to pick up the mower, she stated to him she did not want the mower back. Our mechanic found the deck belt had broken, which is not what we had repaired previously. We have replaced the deck belt, and tested repeatedly, with no further issues. We were not able to determine what caused the belt to break, no external reason for the belt to have flipped off the pulley and break under the circumstances she said it happened. We have contacted Gravely about this mower and as much as we all want her to be happy, we do not feel that this mower is defective. I should have called her as she requested, no excuse other than this is a busy time of year. Also at a loss for what she is calling defective when 1 have personally taken it to mow my yard and had no problem with the mower. Sincerely, [redacted]