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George's Lawn Equipment

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Reviews George's Lawn Equipment

George's Lawn Equipment Reviews (1)

Review: I requested parts for my 2006 Toro Zero Turn riding mower. Model [redacted] I showed my damaged parts and was told I would have to point out what I needed on their computer. I provided the above identification numbers. So I pointed out the Idler Pulley and Bolt. I paid with my credit card. When the parts arrived a week later they were the wrong parts. So after some discussion they had me point out the parts I needed again. When the new parts arrived they did not show them to me but I was told that I would have to pay an additional $17.00 for the new parts. Shipping and 25% restock fee. I refused and asked them to show me on their computer that the incorrect original parts they ordered were on the parts list for my 2006 tractor. Two women started screaming at me and said you pointed them out and that is what we ordered. Refused to show me on their computer. I asked them 3 times to calm down and show me the original ordered parts listed as a part of my tractor. They refused. The manager then screamed and told me to get out 3 times. I have a copy of the parts list from Toro showing the incorrect original parts are not listed anyplace on the parts page. They ordered pulley [redacted] $16.70. I needed pulley 106-2175 Toro retail $29.93 Bolt 37-8770 $14.39 I needed bolt 323-9 Toro retail $1.84. Toro Model [redacted] has different parts lists and parts numbers for years 2003-2004-2005 depending on the Serial Number for each year. I do not know what page they pulled up and showed me. My mower is 2006 model. Did not see the reordered parts so do not know what I would have paid for. I left the store with no parts and they had my money. I have two acres and needed the use of my tractor so I went to another dealer and ordered the correct parts according to the Toro parts list page. I can provide copies of the parts pages and Toro retail prices. Since the incorrect parts numbers are not listed on the parts page. I could not have pointed at them. Thanks Captain [redacted] Desired Settlement: I want the $35.89 refunded to my credit card. An apology would also be appreciated. Considering that was the worst customer service I have ever experienced.

Business

Response:

This letter is in response to Mr. [redacted]'s false account of what transpired regarding the Toro parts HE ordered. He called into our shop looking for a pulley. I first asked if he had a part number. No, he did not. I asked for a model number. I pulled up Toro's dealer website. A site that requires a user name and password only given to dealers. I looked up the model number he gave me. His machine is large and has many pulleys. I advised him he would have to come into the shop and pick out the correct pulley he needed. His only reply was "Its number eight on my breakdown", over and over. When I was looking on the website number eight was not pointing to a pulley. I was unaware of what number eight he was referring to. I don't know through the phone what site he was on. He could not give any part numbers. His only concern was "Its number eight". Again I told him he would have to come down and point it out.

He came into the shop and gave me his model number while standing at my desk looking at the computer. I pulled up the Toro dealer website. I put in his model number. We both looked at the pictures. Found where he thought the correct pulley was. HE POINTED TO THE PULLEY AND SAID THIS ONE. Then he kept saying "it was number eight on my list" again. He was looking right at the diagram picture and HE picked out the pulley he wanted me to order. I put the part number in our order book. He paid for the parts. And I placed the order.

When the parts came in I called him to come pick them up. He brought his old pulley in with him. His old one was bigger then the new one he ordered.

There is no way on my end if the customer is looking at a picture to know if his is picking out the correct part. I have no idea what he needs.

He was mad and said that's not the correct pulley. I told him that's what you picked out. "I thought is was the right one" is what he said. I told him we could re-look it up if he had his model number with him. He did not. He just left without saying a word. He brought back the model number. Again we both looked it up. He was looking at the same picture as before and said "Well it must be this pulley" and pointed to a different pulley.

I explained to him there would be a restocking fee of twenty five percent on the old pulley he ordered if he wanted me to order the other pulley. He said fine. Order me the other one. I did not charge him upfront for the new pulley, I should have. But I took his word for it when he said he would pay. When the second pulley came in I called the customer to come pick it up. He came in to get them. We handed him the parts. We rang them up in the computer, with the restocking fee from the old parts. He owed us a difference of seventeen dollars and some change. He started to get very upset. He said he was not paying for them. He kept yelling for me to pull back up the parts diagram to show us that it was not the number eight like he said. It was never number eight in the first place. He was yelling. We told him to calm down.

So I now have two pulley's we don't need. He ordered them twice. I did not just pick a pulley out of thin air to order for him. He is responsible for ordering the correct or the incorrect part.

Thank you for your time.

George's Lawn Equipment

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I have read the business response. Not at all like actual event I did come in with the damaged parts and the original purchase form from [redacted] which shows TORO 2006 model number [redacted] and serial number [redacted] .Which I showed to the blond woman. She said I cannot tell from the parts I will have to look it up, give me the model number and serial number. Which I did. She typed in some information into the computer and said to come over and pick out what you need. SHE PULLED UP THE PAGE on her computer and said this is your page. I told her I needed an Idler pulley according to my owners manual. She showed me the pulleys. I told her my owners manual showed a much better picture. I pointed to what looked like the pulleys I needed. ( The deck requires 2 of the same pulleys. I only had one damaged.) I paid and left. About a week later I called to see if the parts were in. Some woman said oh yes they were just put into the bin today. So I drove down to pick them up. Some guy found the parts and handed them to me. I looked at them and said these are not the correct parts. So he called the blond woman and she came out and said those are what you pointed to you picked them out. After a heated exchange in front of other customers. I left and went [redacted] to get the [redacted] document. I returned and showed her the [redacted] document with the model and serial numbers again. She went to the computer and again pulled up a page and again had me point to the same pulley. Then she said oh it is just off by one number .

As I stated in my complaint. The parts they sold me are NOT listed anyplace on the Toro Parts Page for my tractor deck. I asked them to show me those parts listed on my model & serial numbers page. They refused. Two women started screaming at me that you picked out the parts. I asked them to calm down and please show me the parts listed on the Toro parts page. They refused. After more screaming the dark haired woman told me several times to get out. In their answer they said they were the only ones capable of opening the Toro page with their dealers number. That is not correct. Anybody with a computer can go to toro.com then select parts then type in [redacted] and then select the serial numbers for 2005 year mowers. It also shows retail prices that I can order. It also lists parts pages for 2003 and 2004 models. Some of the 2003 & 2004 parts are different. My tractor is a 2006 model with higher serial numbers than listed. But the 2005 has the correct numbers for the parts I needed for my 2006 model. They CANNOT show that the parts they originally sold me are listed on my tractor deck parts page. So I have no idea what page she originally showed me to find the parts numbers she wrote down. Because the second time I came back she was able to find the correct page with the correct part numbers. That is the same page that I found on the Toro website and does not show any of the parts numbers they sold me originally. I can supply the TORO parts page for my tractor. It shows part numbers 106-2175 pulley for retail $29.93 and part 323-9 Bolt $1.84. They charged me for INCORRECT PARTS pulley 106-2176 for $16.70 and bolt 37-8770 for $14.39. MY Toro search showed that retail price to me for 106-2176 is $17.54 and 37-8770 is $10.86. So prices are inconsistent too.

I can provide TORO Pages for all my statements above. They will not and cannot. As I stated before. I needed the parts for tractor to service my 2 acre property. So I went to another reputable Toro Dealer and ordered the parts late Friday afternoon and the parts were available Monday morning. So now they have my money and the parts according to their statement. I believe that is illegal to take money for no product. Ask them to show a document showing the parts they originally tried to sell me for my 2006 model [redacted] Toro tractor.

Thank You [redacted]

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Description: Lawn & Garden Equipment & Supplies

Address: 3645 California St, San Diego, California, United States, 92101

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