Griff's Small Engine

was told they would have my gas blowers repaired in 2 weeks it took over 6 weeks I dropped of 2 gas blowers on 5/9/2015 and was told they would be done in 2 weeks. no one called me after 2 weeks so I called them 3 weeks later and they told me they haven't even looked at them that they were very busy and should get to it soon, they finally called me to tell me that they need to put a new carburetor on one of the blower and that the other one was done,they told me they had one in stock that they could use that was a little cheaper then ordering on I said that was fine,so a week later I called back to find out that it still wasn't done and that know the other unit that they told me was done had a gas leak all of sudden and that they were going to fix the tank at no cost to me that was on a Thursday and that the tank was to be in no later then Monday, Monday came and gone no call, I called them on Thursday 6/18/2015 Spoke to [redacted] and he apologized and said that the part was still not there and that there was an error from the company they were getting it from he said it would be here tomorrow, I told him my frustrations on the whole ordeal that they told me the repairs would take 2 weeks and we are going on 6 weeks now again he apologized and said he would make this right for me, [redacted] called me Monday to let me know that the blowers were done and that I can pick them up I asked him what I owed he told me $117.95, I told him I was not happy with that and he told me he would make it right, I arrived at the shop to pick up my units and got ready to pay and he was going to charge me the full price, I said I thought you were going to make this right? so he proceeded to take off $7.95 I let him know that I was not happy with that and wanted to talk to the owner and he said that was not possible, at first I didn't want to sign my credit card slip and he threatened me with calling the police,I asked when the owner would be here and he said its hit or miss,so I went around back to pick up my units where I find out that they have lost 1 piece of the blower that the repair man said he would order for me at no charge and that it should be in no later then Friday 6/26/2015 I feel that a company that advertises a FAST TURN AROUND and that they didn't come thru on that or when he said he would make it right $7.95 is not making it right Desired SettlementI am looking for a better refund then $7.95 for the 3 to 4 weeks of lost time with the 2 unitsBusiness Response Mr. [redacted],In response to your complaint regarding the time disparity on the 2 week estimated repair time and the actual 5 week repair time, please accept our apologizes. The time lapse was partially due to our approximation of the time it actually would require for the 2-cycle mechanics to service and repair each piece of equipment that proceeded yours. We do try and estimate the wait time to the best of our abilities but we sometimes make mistakes. As your report states one of the 2 blowers, the[redacted] hand held, was ready and a notification call was made to the supplied phone number. You also noted that prior to our making a OEM (Original Equipment Manufacturer) carburetor part substitution for the [redacted] blower that we waited to speak with you so you could approve the substitution. On 6/11/2015 you were notified of the gas tank seam leak on the[redacted] blower. As a courtesy we offered to replace the leaking gas tank assembly, part #[redacted] at no cost you.Our territory supplier (vendor) for that part has a 2 business day turn around. Thus making the quoted expected delivery to us on a Monday for a Thursday parts order. Mondays order arrived & the packing slip noted that the OEM part #[redacted] was NLA (no longer available and was out of stock). And that a substitute part #[redacted] had been placed on 'Manufacturer Back-Order' which means it first must be manufactured, then shipped to the supplier and then on to us. Generally, but not always we are made aware when entering the order that this situation has occurred, but because of inventory count errors or other issues, sometimes we are not. At this point obtaining the required gas tank assembly is somewhat out of our control. We do have procedures in place requiring numerous supplier, vendor, retail and similar businesses be contacted in an attempt to locate a business that has either part # in their inventory. Unfortunately no one did. If you were not notified that this had occurred, and been given the ETA (Estimated Time of Arrival) for the back-ordered part, please accept our apology, you should have been. Instances out of our control, like this, are why we sometimes offer to do any additional work at no cost to our customers. As you can see from your invoice you were not charged the $17.27 cost for the additional part or the $16.88 additional labor. For the[redacted] blower you were charged $19.04 in parts and $16.88 labor for replacing the frayed starter rope, replacing rotted fuel lines and fuel filter, flushing old gas from the system and rebuilding the carburetor. This resulted in an actual cost to you for the[redacted] blower of $1.77 and with the refund of $7.95 your[redacted] blower was repaired and you were reimbursed $6.18.The other cost were for repairs required to the [redacted] blower and tax. Again, let us apologize for the initial estimation error, the misunderstanding regarding the reimbursement for repairs done to your[redacted] blower and for the Manufacture Back-order which was out of our control. Please let us have an opportunity to assist you with your Outdoor Power Equipment in the future.