Goreville Xpress Auto Repair

Mr [redacted] was aware at the time he purchased the mower there is not warranty on used equipmentMr [redacted] later came into my shop and threw the belt at one of my technicians and was cussing and making threatsI had tried to contact him several times but could not reach himHe finally called me and was rude to me on the phone even though I was offering a resolutionWe do check the equipment before we sell it however belts only have a day warranty from factory and this was a used piece of equipment so there was no warrantyWe have a no refund policy on used equipmentI offered to pay for the labor and pick-up/delivery of the equipment but he declinedThis customer's neighbor came into our shop and stated that Mr [redacted] was trying to cut grass that was 2-feet tall which is why the belt burnt upMy offer still stands however I will not refund money and Mr [redacted] will have to pay for the belt

Complaint: ***
I am rejecting this response because: This company did not resolve any of the issues within the complaintI took my turn mower to another repair shop who found and repaired the problem within a few daysThe mower has been operating perfect ever since
Sincerely,
*** ***

ID *** Hello, my name is *** *** I am the owner of Goreville Xpress Auto Repair. My husband *** *** is my Operations ManagerWe have a long-standing customer service reputation, we go above and beyond for our customers. Including Mr***. When
someone buys a unit from us there is of course a factory warranty with the purchase. We offer to our customers who purchases a unit from us that during the warranty period if something goes wrong with that unit and we pick it up, if the failure or problem is covered under warranty there will be no charge for the pior the return of the unitIf we find that the problem doesn’t stem from the manufacturer and the unit’s issue is not covered under warranty then there is typically a one-time charge of $to piand return the unit back to the owner. Mr*** called us about the unit in question and told one of our guys that the unit wasn’t turning properlyWe of course picked the unit up and checked it over. We drove the unit multiple times around minutes each time at our Vienna location and found nothing wrong with the unit. The unit was turning fine and mowing fine. We delivered it back to Mr*** and did not charge him for the pior the delivery back to his location. Then Mr*** brought his mower to us at our Vienna location and was very aggressive and stating that we did nothing to it and that it was not steering or tracking like it shouldHe was jerking the steering arms on the unit and telling *** that it wasn’t turning properly. The unit also had a low tire which could cause the unit to not track or steer properlyHe was visibly agitated when *** told him thisWe aired the tire on the unit and one of our technicians drove the unit around for over an hour and found nothing wrong. The unit was steering properly and rotating as it should in a degree circle both ways. We then had another one of our guys mow our entire facility with the unit. We have about acres, the unit had no issues or problems. This takes around hours to mow. We made a minor adjustment on the trackingMr***’s unit was inspected by two different technicians and they found nothing wrong or under warranty with the unit in question. Mr*** also called Husqvarna Customer Service to file a complaint on us. They always call the servicing dealer to find out the issues with the unit and *** told them about all the issues that Mr*** had and that we had inspected and test drove the unit and found nothing wrong with the unit. They found no fault on our part. You just can’t fix an issue that isn’t there. Please make note that we found no warranty issues with the unit and we charged Mr*** NOTHING for the labor, inspecting the unit and the drive time on the unitAgain, we make every effort to go above and beyond for our customersI noticed that Mr*** stated that we USE to pick his mower up for service and return it. We do that for all our customers. All they need to do is call and it is a one-time charge of $to pick it up and return the unit. We have over units that we have sold if anyone of those customers call us we will be there to service their unit and pick it up and deliver it back. If you need to speak with *** or my technicians that drove the unit and know it was working properly feel free to call *** On a final note, we want all our customer to be happy doing business with us. I am very sorry that Mr*** feels the way he does but we will continue to be here for him if he needs anything at all in the future. We strive to be the best we can be. Thank you, *** ***, Owner

Mr. [redacted] was aware at the time he purchased the mower there is not warranty on used equipment. Mr. [redacted] later came into my shop and threw the belt at one of my technicians and was cussing and making threats. I had tried to contact him several times but could not reach him. He finally called me...

and was rude to me on the phone even though I was offering a resolution. We do check the equipment before we sell it however belts only have a 90 day warranty from factory and this was a used piece of equipment so there was no warranty. We have a no refund policy on used equipment. I offered to pay for the labor and pick-up/delivery of the equipment but he declined. This customer's neighbor came into our shop and stated that Mr. [redacted] was trying to cut grass that was 2-3 feet tall which is why the belt burnt up. My offer still stands however I will not refund money and Mr. [redacted] will have to pay for the belt.