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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I’m 100% sure my riding mower machine was not broken in two pieces when I gave it to the person (Gavin) that picked it upSee picture of the mower and see the gap between the engine and seatWhen I received it, the first thing that I noticed was that the engine was close to the seat and this is a sign that they returned it broken, you don’t have to be and expert to see thatSee picture the gap between the engine and seat is gone, that’s how they return it.I’m not an expert in mower machines, but I told the person that I thought that there was a transmission problem and asked them to review this issueI can’t believe that if the machine was broken as they argue, they didn’t notice it when they opened the machine to check the transmission.If I gave the mower broken as he states, they should have told me right away that they could not fix that problem, and ask me what I wanted to doBut they never mentioned that the machine was broken and I can’t believe that they didn’t see that after the alleged hours of work on the machineThey returned the machine and only after I checked it out and complained that it was not working, someone came and had a look at it and that was the first time they mentioned that it was not weldedIn their response, they say that the machine was moving after they tested it but the first time I tried it when I received it, it could not move and made a big noise and there were sparkles with smokeThe note that they wrote on the envelope with the invoice says that they noticed that problem while on truck for delivery and that they tried to adjustThey should have seen that the machine was broken right there, but again they didn’t let me knowI don’t understand why they delivered my machine saying that it was fixed when they knew it was not the case.Furthermore, if my mower machine was broken before they took it, the section where the welds broke should have a lot of rust and it is not the case; these broken welds are pretty new (see picture).So, they had plenty of opportunities to let me know that the machine was already broken when I gave it to them, as they argue, but they never didIt only came to my attention that the machine was broken after it was deliveredThis makes it clear that they broke my riding mowing machine while they had it in their possession.I sent the machine to be repaired because the transmission wasn’t engaging and I was willing to pay for the repairThey made additional repairs and I agreed for them to make them as long as they fixed the problemWe agreed on the delivery day after they said it was repaired and when they delivered the machine they left the invoice but I cannot even test it because now the machine is broken and it doesn’t move.Regards,
*** ***
When we picked up the customer's mower, the problem stated was the the mower "didn't move" We brought the unit back to our shop and it was staged in line behind, at the time, approximately mowers already in our shop for repair When our mechanic was able to begin the diagnosis on the
mower, it would not start at all There was no spark at the plugThis had nothing to do with the mower not being able to "move" But if the engine would not start (not stated by the customer originally), then that had to be fixed first We ordered a new ignition coil (week process) and replaced it The engine still would not fire That's when we found that this particular engine had a second coil We called, got the ok from the customer, and then ordered the second coil Another week's wait After this part was installed the engine did fire Running the mower around in the shop it did in fact "move" in both directions but we noticed that the frame of the mower was very loose and flexible This caused some noise when the mower was driven, so our shop mechanic tightened up all the attachment frame hardware as best he could The mower is extremely flimsy and light weight........not a rigid frame like most riding mowers We felt we did what we could on such a design and the mower now "moved" basically normally Plus we had spent hours of labor in making the engine run with the electrical work The shut off switch was done because we found that when the engine coils were now allowing the engine to run, that NOW there was an issue with not being able to shut off the engine with the key The only options were to replace the ignition switch or the main circuit board These both are very expensive options, so we offered to put in a cut off switch and save the customer a good deal of money He agreed. The mower frame was never broken or dropped by us at any time The customer feels otherwise, but it is now clear to us that the reason it wouldn't "move" in the first place is because the frame had failed before we got it....in places that were completely hidden until we removed components at the customer's house to explore the issue He gave it to us broken in our opinion That is why is would not move The gear mechanism was not functioning correctly with the frame pieces out of line It was kept so long because it took us a good deal of time to first fix the engine electronics that were never mentioned by the customer as something that was wrong We have hundreds dollars wrapped up in this encountertrips back and forth across the city to pick up, deliver and troubleshoot All the electrical parts And about hours of shop labor And we will not see a dime of it back from the customer Our strong belief is that we did not damage this customer's frame It was broken to begin with, along with many electrical issues not told to us when we picked it up Our dollar loss on this greatly exceeds the cost the customer will pay to have someone try and weld this frame back together.....an endeavor that we feel is likely to fail The mower has been used outside of what it's designed to do, which is mow a very very small patch of grass It did not stand up to the customer's needs and it is very likely to fail again soon should he try to get it weld-repaired
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I’m 100% sure my riding mower machine was not broken in two pieces when I gave it to the person (Gavin) that picked it upSee picture of the mower and see the gap between the engine and seatWhen I received it, the first thing that I noticed was that the engine was close to the seat and this is a sign that they returned it broken, you don’t have to be and expert to see thatSee picture the gap between the engine and seat is gone, that’s how they return it.I’m not an expert in mower machines, but I told the person that I thought that there was a transmission problem and asked them to review this issueI can’t believe that if the machine was broken as they argue, they didn’t notice it when they opened the machine to check the transmission.If I gave the mower broken as he states, they should have told me right away that they could not fix that problem, and ask me what I wanted to doBut they never mentioned that the machine was broken and I can’t believe that they didn’t see that after the alleged hours of work on the machineThey returned the machine and only after I checked it out and complained that it was not working, someone came and had a look at it and that was the first time they mentioned that it was not weldedIn their response, they say that the machine was moving after they tested it but the first time I tried it when I received it, it could not move and made a big noise and there were sparkles with smokeThe note that they wrote on the envelope with the invoice says that they noticed that problem while on truck for delivery and that they tried to adjustThey should have seen that the machine was broken right there, but again they didn’t let me knowI don’t understand why they delivered my machine saying that it was fixed when they knew it was not the case.Furthermore, if my mower machine was broken before they took it, the section where the welds broke should have a lot of rust and it is not the case; these broken welds are pretty new (see picture).So, they had plenty of opportunities to let me know that the machine was already broken when I gave it to them, as they argue, but they never didIt only came to my attention that the machine was broken after it was deliveredThis makes it clear that they broke my riding mowing machine while they had it in their possession.I sent the machine to be repaired because the transmission wasn’t engaging and I was willing to pay for the repairThey made additional repairs and I agreed for them to make them as long as they fixed the problemWe agreed on the delivery day after they said it was repaired and when they delivered the machine they left the invoice but I cannot even test it because now the machine is broken and it doesn’t move.Regards,
*** ***
When we picked up the customer's mower, the problem stated was the the mower "didn't move" We brought the unit back to our shop and it was staged in line behind, at the time, approximately mowers already in our shop for repair When our mechanic was able to begin the diagnosis on the
mower, it would not start at all There was no spark at the plugThis had nothing to do with the mower not being able to "move" But if the engine would not start (not stated by the customer originally), then that had to be fixed first We ordered a new ignition coil (week process) and replaced it The engine still would not fire That's when we found that this particular engine had a second coil We called, got the ok from the customer, and then ordered the second coil Another week's wait After this part was installed the engine did fire Running the mower around in the shop it did in fact "move" in both directions but we noticed that the frame of the mower was very loose and flexible This caused some noise when the mower was driven, so our shop mechanic tightened up all the attachment frame hardware as best he could The mower is extremely flimsy and light weight........not a rigid frame like most riding mowers We felt we did what we could on such a design and the mower now "moved" basically normally Plus we had spent hours of labor in making the engine run with the electrical work The shut off switch was done because we found that when the engine coils were now allowing the engine to run, that NOW there was an issue with not being able to shut off the engine with the key The only options were to replace the ignition switch or the main circuit board These both are very expensive options, so we offered to put in a cut off switch and save the customer a good deal of money He agreed. The mower frame was never broken or dropped by us at any time The customer feels otherwise, but it is now clear to us that the reason it wouldn't "move" in the first place is because the frame had failed before we got it....in places that were completely hidden until we removed components at the customer's house to explore the issue He gave it to us broken in our opinion That is why is would not move The gear mechanism was not functioning correctly with the frame pieces out of line It was kept so long because it took us a good deal of time to first fix the engine electronics that were never mentioned by the customer as something that was wrong We have hundreds dollars wrapped up in this encountertrips back and forth across the city to pick up, deliver and troubleshoot All the electrical parts And about hours of shop labor And we will not see a dime of it back from the customer Our strong belief is that we did not damage this customer's frame It was broken to begin with, along with many electrical issues not told to us when we picked it up Our dollar loss on this greatly exceeds the cost the customer will pay to have someone try and weld this frame back together.....an endeavor that we feel is likely to fail The mower has been used outside of what it's designed to do, which is mow a very very small patch of grass It did not stand up to the customer's needs and it is very likely to fail again soon should he try to get it weld-repaired