Gourmet Express Incorporated

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below ? Here was my response ? When the mower was dropped off he (mr [redacted] ) stated that he did not know what was wrong with the mower and explained to them what was happening again like I stated before it was dropped off for diagnosis and after he explained what what's happening the person he dropped it off with said (not Mr [redacted] ) that it sounded like the starter but we will take a look.? As stated before this was ONLY suppose to be dropped off for a diagnosis because once again we did NOT know what was wrong with it!! When we called after weeks of dropping it off for a diagnosis the women was very short on the phone we called to get a status to see if they found out what the problem was the ONLY thing she said was "it hasn't been looked at yet call back next week" one week later we get the call that it's doneAgain they took it apon themselves to fix it with out our ok or even telling us what they found the problem to be stating that since it did not exceed the value of the lawnmower (which was a year old and only $when we bought it brand new) they felt it was ok to fix it anyway.? The voicemail we have says NOTHING about picking up the mower in 48hrs or they will sell again we STILL have this voicemail and that was the last message we got from themAgain we have paper work stating we have 60days to pick up our property.? This company assumed it was ok to fix it they assumed we were not picking it up and have yet to provide any documents giving them the ok to fix it or to sell it.? ?

Mr*** brought his zero-turn mower in on February 14th requesting a tuand stating that his handles were uneven. We looked over the unit, inspected the handles, and adjusted them to the proper specifications. Found a mouse nest under the engine cover. Cleaned
out/removed the nest. Repaired damaged electrical wiring (damaged by mice). We performed a tu(changing the oil, air filter, fuel filter, and spark plugs). Within our tune-up, blades are typically sharpened; however, if they are damaged or severely worn, then we replace them. The blades on this mower were replaced. Cables, belts, pulleys, spindles, & springs were inspected and looked good. The unit was greased/lubed where necessary. Tires were serviced. Grass was scraped/removed from beneath the deck. The unit was power washed. We tested the unit and it started and operated properly. We typically test the mowers by mowing and this unit tested well.Our work was complete on February 22nd and the customer picked up his mower on February 27th. Mr*** has never called in or contacted us in any way after picking up his mower to indicate any dissatisfaction with the work done. As to the blades he says were new the prior year and didn't need to be replaced, there is no set length of time for replacement of mower blades. Depending on the conditions, many variables can affect the way a blade will wear, i.eweather, soil (sandy soil will wear blades more quickly), type of material being cut, etc. As previously stated, blades are typically sharpened within our tulabor and only replaced if needed.Lastly, blades are fastened securely by our technicians for safety reasons and usually need to be removed with power tools

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Mr*** brought his Bolens walk-behind mower to us for repair on May 16, 2016. When customers drop off equipment, we ask them to describe the problem, and he indicated the starter needed repair/the mower wouldn't start. He thought it was a starter repair, and this is indicated on the
repair order. The customer was told there would be a 2-week turnaround before the mower was ready for pick-up, and that we would call him as soon as it was ready. There is no record of his calling for a status; however, if a customer does call for a status before equipment is complete, we check the status and report back to them whether or not the unit has been looked at, if parts are ordered, etc., and indicate they are welcome to call back in the future, but also that we'll contact them as soon as the equipment is complete.When examining the unit, it was noted that the starter cord was damaged. We replaced it with new cord. The repair to the starter was completed and the mower test started. It would not stay running. The ignition and compression systems were then tested to determine the problem. Those passed. The fuel system was then tested and failed, as the fuel system was dirty and clogged up. These are typical troubleshooting tests to determine the cause of a no-start or won't stay running condition.The carburetor was removed, cleaned, and reinstalled. The fuel tank was cleaned and new fuel was added. The carburetor diaphragm and purge bulb were replaced, as they were damaged. At this point the mower was tested again. It started well and stayed running. The customer was then contacted on June 1st to let him know the mower was ready for pick-up. We left a voicemail.When the customer called back in response to our voicemail, the repair work was described to him and he indicated he would not pay the amount due and would not be picking up the mower. He thought the mower was not worth the repair amount of $101.60. Our staff explained that if the repair cost had neared the replacement value of the mower, we would have first contacted him before moving forward with the repair. He was told that the repair invoice was well within the replacement cost of this mower. He was adamant about not picking up the mower and the call was ended.Our staff notified the owner of the customer's response, and the owner contacted the customer later the same day and left a detailed voicemail for the customer, again indicating that the mower was well worth this repair. The owner requested the customer call back to discuss and to let us know if he would be picking up the mower. He asked for a response within hours or we would put the mower up for sale. We never received a response from this customer, and the mower was sold.

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
? Here was my response ? When the mower was dropped off he (mr***) stated that he did not know what was wrong with the mower and explained to them what was happening again like I stated before it was dropped off for diagnosis and after he explained what what's happening the person he dropped it off with said (not Mr***) that it sounded like the starter but we will take a look.? As stated before this was ONLY suppose to be dropped off for a diagnosis because once again we did NOT know what was wrong with it!! When we called after weeks of dropping it off for a diagnosis the women was very short on the phone we called to get a status to see if they found out what the problem was the ONLY thing she said was "it hasn't been looked at yet call back next week" one week later we get the call that it's doneAgain they took it apon themselves to fix it with out our ok or even telling us what they found the problem to be stating that since it did not exceed the value of the lawnmower (which was a year old and only $when we bought it brand new) they felt it was ok to fix it anyway.? The voicemail we have says NOTHING about picking up the mower in 48hrs or they will sell again we STILL have this voicemail and that was the last message we got from themAgain we have paper work stating we have 60days to pick up our property.? This company assumed it was ok to fix it they assumed we were not picking it up and have yet to provide any documents giving them the ok to fix it or to sell it.?
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