German-Bliss Equipment Inc.

Initial Business Response /* (1000, 10, 2015/08/20) */
8/19/
To Whom It May Concern:
Attached are all work orders and emails that pertain to this complaintBelow is a brief summary of what took place along with a rebuttal to the complaint
On 9/22/we picked up the tractor and
performed repairs/installations(See 1) At that time we did not see any oil leak and Mr*** was not charged for anything pertaining to the oil leakWe delivered the tractor on 10/9/We did not hear anything from Mr*** about anything until 5/4/(months later)
On 5/4/we picked up the tractor to look for an oil leak(See 2) At that time we found multiple leaksAll were repairedTested the tractor multiple times for leaks prior to tractor leaving our shopDelivered the tractor 5/29/
About a week later a relative came in and said the tractor was leaking fluidThey could not tell from where it was leaking
On 7/6/we picked up the tractor(See 3) The next day ran the tractor to operating temperature and parked overnight over cardboard to check for leaksWe did this three separate times and each time there was no oil leak until the last timeFound 2" oil leak on cardboardTraced leak to general area and determined the tractor would need to be split to figure out where the NEW oil leak isAn estimate was provided to customer
To explain: year old tractors like this one need maintenance and repairThey also may begin to leak due to items wearing out such as rubber seals and oringsIt is common to fix one or more leaks and soon after (sometimes immediately) a new leak will ariseAll previous leaks were repaired correctly; which Mr*** was charged for and agreed to pay based upon estimates provided to him before work was completedThe nature of pressurized fluids (in this case oil), will also seek the path of least resistanceWhen one leak is fixed oil looks, for the next weakest point in the closed system to escapeThis is what happened in this caseIt is impossible to predict if and where the next leak could come from with any tractor in this age or condition
I explained this to Mr*** and gave an estimateHe took several days to decide if he was going to have the repair completedHe and I talked about taking this tractor in on trade for a new machine from usAfter several more days, Mr*** decided not trade it in with us and apparently did so with a different dealerWe provided Mr*** with a loaner unit to use free of charge during the last time we had his tractor at his shopWhen dropping off Mr***'s tractor and picking up our unit our delivery driver was met at Mr***'s property by another dealer wanting to pick up his tractor that was at our shopMr*** was not presentQuestions were asked to our driver about the condition of the tractor they were picking up and was told to contact our store for informationNo information was given by our driverLater on that day Mr*** called our store and I answered the phoneI was immediately cursed at and accusations along with threats were made against meI told Mr*** I would not speak for what was heard/said third hand by the drivers from each store and would not be cursed atIf he wanted to talk like adults I would but he declined
I disagree with the allegations Mr*** made against *** Bliss EquipmentWe have been in business for years and complaints like this are an extreme rarityWe fixed every item that was agreed to each time and Mr*** paid his billWe diagnosed correctly a NEW leak the last time and provided a written estimate in which he declined to fix*** Bliss Equipment did everything correctly and only charged for work completed and did not charge for the last diagnosis
Please contact me if further explanation is needed
Thanks,
*** ***
Springfield Branch Manager
(XXX) XXX-XXXX
***@germanbliss.com

Initial Business Response /* (1000, 5, 2016/09/29) */
This ticket was refunded to the customer. I spoke to him yesterday, and explained that the refund was already completed on our end, and had to go through his credit card company for final approval. He seemed happy with the response.
Initial...

Consumer Rebuttal /* (2000, 7, 2016/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)