Gielows Lawn & Garden Equipment

Our response to claim # [redacted] is as follows: [redacted] came into our store requesting that we provide service to his Echo trimmer He had told us upon write up of the work order ticket (see attached) that the trimmer would start and then stop right away When my technicians had the unit on the bench for service, they followed our standard protocol for this type of repair, by removing all of the old fuel in the tank of the unit, flushing out the tank, fuel lines, and removing and sonic-cleaning the carburetor We use this standard protocol because 80% of problems with small engines today starting and then abruptly stopping are solely old fuel related This allows for us to repair equipment in a timely manor, minimizing costs and parts used The alternative would be replacing whole carburetor assemblies which cost $60-$for the parts alone plus labor In addition, the trimmer handle assembly was turned/twisted around when it came in I understand that the customer did that to do some extensive trimming, but I explained to the woman who picked up the trimmer that when we return equipment to the customer it needs to be in its original state and in a safe condition.I understand the frustration that Mrs.Delaney has regarding this But I also know that [redacted] didn't request an estimate when the unit was dropped off and furthermore, estimates are extremely difficult on small trimmer engines because of the potential that a basic fuel system cleaning won't solve the problem and then the repair price will skyrocket due to a carburetor replacement I tried explaining this to [redacted] when she picked up the unit, but her first reaction was to offer me $for the repair When I explained to her that the service price isn't negotiable, she became increasingly more agitated and even claimed that somehow I "know that's just too much to charge" and my explanation of the price "just isn't right" I also gave [redacted] the option of replacing her current trimmer with a new model which has a cost of $ I didn't even have a chance to explain that I would take her old unit as a trato offset some of the cost of the new trimmer and that she wouldn't be responsible for the $repair because after explaining that a new unit is $she again told me of her frustration of the repair and that she wasn't going to replace the trimmer.Ultimately this whole transaction escalated quickly after my multiple attempts to explain our process It's very unfortunate that [redacted] feels that my staff and I took advantage of her because we did nothing of the kind We are a 3rd generation family run business that has served the community since and have always prided ourselves on service a level above the rest [redacted] PresidentGielow's Lawn & Garden Equipment IncNorth Teutonia AvenueMilwaukee, WI (414) 352-(414) 352-faxwww.gielows.com

Per Mike Gielow he values you as a customer, Unfortuately he is unable to give you a total refundHowever he is willing to give you a goodwill $gift card without an expiration date

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.]
Regards,
*** ***

Our response to claim #[redacted] is as follows:[redacted] came into our store requesting that we provide service to his Echo trimmer.  He had told us upon write up of the work order ticket (see attached) that the trimmer would start and then stop right away.  When my technicians had the...

unit on the bench for service, they followed our standard protocol for this type of repair, by removing all of the old fuel in the tank of the unit, flushing out the tank, fuel lines, and removing and sonic-cleaning the carburetor.  We use this standard protocol because 80% of problems with small engines today starting and then abruptly stopping are solely old fuel related.  This allows for us to repair equipment in a timely manor, minimizing costs and parts used.  The alternative would be replacing whole carburetor assemblies which cost $60-$85 for the parts alone plus labor.  In addition, the trimmer handle assembly was turned/twisted around when it came in.  I understand that the customer did that to do some extensive trimming, but I explained to the woman who picked up the trimmer that when we return equipment to the customer it needs to be in its original state and in a safe condition.I understand the frustration that Mrs.Delaney has regarding this.  But I also know that [redacted] didn't request an estimate when the unit was dropped off and furthermore, estimates are extremely difficult on small trimmer engines because of the potential that a basic fuel system cleaning won't solve the problem and then the repair price will skyrocket due to a carburetor replacement.  I tried explaining this to [redacted] when she picked up the unit, but her first reaction was to offer me $60 for the repair.  When I explained to her that the service price isn't negotiable, she became increasingly more agitated and even claimed that somehow I "know that's just too much to charge" and my explanation of the price "just isn't right".  I also gave [redacted] the option of replacing her current trimmer with a new model which has a cost of $169.99.  I didn't even have a chance to explain that I would take her old unit as a trade-in to offset some of the cost of the new trimmer and that she wouldn't be responsible for the $80.72 repair because after explaining that a new unit is $169.99 she again told me of her frustration of the repair and that she wasn't going to replace the trimmer.Ultimately this whole transaction escalated quickly after my multiple attempts to explain our process.  It's very unfortunate that [redacted] feels that my staff and I took advantage of her because we did nothing of the kind.  We are a 3rd generation family run business that has served the community since 1949 and have always prided ourselves on service a level above the rest. [redacted] PresidentGielow's Lawn & Garden Equipment Inc.6643 North Teutonia AvenueMilwaukee, WI 53209 (414) 352-2360 (414) 352-2361 faxwww.gielows.com

Our response to claim #[redacted] is as follows:[redacted] came into our store requesting that we provide service to his Echo trimmer.  He had told us upon write up of the work order ticket (see attached) that the trimmer would start and then stop right away.  When my technicians had the unit on the bench for service, they followed our standard protocol for this type of repair, by removing all of the old fuel in the tank of the unit, flushing out the tank, fuel lines, and removing and sonic-cleaning the carburetor.  We use this standard protocol because 80% of problems with small engines today starting and then abruptly stopping are solely old fuel related.  This allows for us to repair equipment in a timely manor, minimizing costs and parts used.  The alternative would be replacing whole carburetor assemblies which cost $60-$85 for the parts alone plus labor.  In addition, the trimmer handle assembly was turned/twisted around when it came in.  I understand that the customer did that to do some extensive trimming, but I explained to the woman who picked up the trimmer that when we return equipment to the customer it needs to be in its original state and in a safe condition.I understand the frustration that Mrs.Delaney has regarding this.  But I also know that [redacted] didn't request an estimate when the unit was dropped off and furthermore, estimates are extremely difficult on small trimmer engines because of the potential that a basic fuel system cleaning won't solve the problem and then the repair price will skyrocket due to a carburetor replacement.  I tried explaining this to [redacted] when she picked up the unit, but her first reaction was to offer me $60 for the repair.  When I explained to her that the service price isn't negotiable, she became increasingly more agitated and even claimed that somehow I "know that's just too much to charge" and my explanation of the price "just isn't right".  I also gave [redacted] the option of replacing her current trimmer with a new model which has a cost of $169.99.  I didn't even have a chance to explain that I would take her old unit as a trade-in to offset some of the cost of the new trimmer and that she wouldn't be responsible for the $80.72 repair because after explaining that a new unit is $169.99 she again told me of her frustration of the repair and that she wasn't going to replace the trimmer.Ultimately this whole transaction escalated quickly after my multiple attempts to explain our process.  It's very unfortunate that [redacted] feels that my staff and I took advantage of her because we did nothing of the kind.  We are a 3rd generation family run business that has served the community since 1949 and have always prided ourselves on service a level above the rest. [redacted] PresidentGielow's Lawn & Garden Equipment Inc.6643 North Teutonia AvenueMilwaukee, WI 53209 (414) 352-2360 (414) 352-2361 faxwww.gielows.com