Highland Power Equipment

Dropped off generator for repairs the end of March 2013. Not repaired or returned to date.Purchased Generac Generator Serial XXXXXXXA on 10/26/12 via credit card from Highland Power. Dropped off generator for repairs as it stopped working the end of March. Kept calling for status and was advised they were waiting for warantee authorization from Generac. On 4/24/13 I called again for an update as it was now 1 month since I dropped it off and was told still not authorization. Called Generac and was told authorization was given on 4/10/13. Highland power will not advise if and/or when they requested a new engine for the repairs. They are rude on the telephone and will hang up on me. Generac has not been any help either as all they stated they can do is call Highland for updates but he does the same thing, is rude and hangs up. I have no status on the repairs and no idea when/if it will be repaired. Paid $1172.45. At this time I want a full refund.Desired SettlementFull refund of $1172.45.Business' Initial Response The [redacted] generator was left for warranty repair on April 3, 2013 with the unit problem was listed as a no start condition. This unit was originally bought from us on 10/26/12A technician investigated the unit within four days and found the following. The unit was covered wirii tine cement or dirt dust and the air filter was packed with the fine dust clogging the air delivery to the engine. The engine has zero compression (65-90 psi is normal) and would not run due to dirt ingestion into the cylinder causing abnormal cylinder wall wear. The oil which the customer stated had not been changed, was full of grit and severely burnt from overheating. The run time clock showed 167 hours of use.A Control number Request form was generated and sent to the Central Distributor for forwarding to [redacted] for review. [redacted] in turn generated a control number and sent the form to the Central distributor who then sent it to us for use on the warranty form. A replacement engine was ordered from the Central who in turn ordered one from [redacted] as the Central had none in stock.At this time we are still waiting for delivery of the Engine. We hope it will be soon, but [redacted] usually takes 1-4 months for shipment of repair parts due to the fact all items come from ChinaConsumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)I am unable to obtain any specifics from the the business. In addition, my messages are not returned. The response is vague. I have asked many times for dates and order numbers in order to confirm that in fact Highland Power has not caused any delays in regards to this matter. To date I have not been provided any details nor a status. My understanding is that [redacted] approved a new engine on 4/10/13. I would like to know when Highland Power ordered said engine and provide proof of this order.

Failure to work with warranty and failure to call with estimate before repairsI dropped off my [redacted] 22" Lawnmower, which was only 2 months old, purchased on 6/14/13 for warranty service at Highland Power Equipment on 8/21/13. I was told on the phone that it was their policy to take a $30 dollar deposit for repairs and to phone the customer if there were any repairs not covered under warranty. On dropping it off the person at the desk told me that they would inspect it and they would call me if it was something not covered under warranty or if something very small they would fix it. I told them to call me if it was not covered under warranty. I never received a call asking about what should be done when they determined that oil had leaked during shipping/handling. They never worked with either [redacted] or [redacted] on something that should have been covered under warranty on a new lawnmower. Instead I received a bill for $77 - not a small amount. They violated their own stated policy by not calling me up and not working with the warranty. I would have repaired it myself if this had not been covered under warranty and they were going to charge me to fix it. As such I think I should get my money refunded. Desired SettlementRefund of $77Business Response Mr. [redacted] brought in a three year old mower stating that the motor would start and die, and that it was under warranty. A quick inspection was made of the motor revealing there was oil in the muffler, carburetor and air filter. At this time he was told the repairs probably would not be covered under warranty but final determination would be made upon further investigation by a technician. He was also told there would be a $30.00 charge to investigate the problem and if the repairs were not covered by warranty and were not major we would proceed with the repairs and call him when they were completed.The technician's report stated that the unit had been tipped, allowing motor oil to contaminate the carburetor, air filter & cylinder cavity. The paper air filter also showed signs of being washed at some time. The oil exhibited moderate wear and cylinder blowby. Thus indicating 3-4 periods of operation. The level of contamination and condition of the oil, indicates the mower was tipped on its side after a period of operation.The warranty as stated by the manufacturer, covers material and assembly defects only. The manufacture thus denied the warranty.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)0) Never inspected on taking it in - just listened to what I told them1) More was bought as new 2 months ago - not 3 years ago as claimed2) I asked to be called if repairs were not under warranty - ignoring this and not writing it down is their mistake not mine3) The motor was smoky when started on the loading dock of the business I bought it from - this is evidence of oil contamination from tipping - so before I even owned it - it was damaged - should be covered under warranty for defective assembly4) Oil was changed the day I took it in to service - so how do they make these observations on new oilAccuracy and honesty by a business would be appreciatedBusiness Response Mr. [redacted] sales slip shows that he bought the lawn mower as he says, on 14 June 2013, from the [redacted] outlet store in [redacted]. It is unfortunate that it does not show the mower was indeed made three years ago. (Verified by the engine serial number) and is a returned item, indicated by his ability to start the engine on [redacted] loading dock.We will again state the problem was oil contamination in the carburetor. We observed this fact when it was brought into our facility and was verified by Mr. [redacted] when he told us it was smoking when the lawnmower was started.. We told Mr [redacted] at this time it would probably not be a warranty issue, but we would verify it when we looked into the problem. Upon investigation it was determined the unit had the proper amount of oil in the sump thereby indicat¬ing the unit had been tipped at some time. This is not considered a major issue, and we proceed¬ed to clean the carburetor, and return the unit in good working order.Since the warranty as stated by the manufacturer, covers material and assembly defects, but not issues caused by others, the manufacture denied the warranty.We feel that Mr. [redacted] could pursue this issue with [redacted] as the unit is a return, sold as a new item.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Well the lawnmower starts and immediately dies again this past weekend (10/29/13). This time it was carefully handled. Again it has a little oil on the air filter. So over time by running it, it seems that it is able to suck in oil as some seal is not working correctly.So not only did you not find the correct issue, you arbitrarily decided that this was not a real problem. This time I am taking it in to [redacted] as you suggest and I demand a 100% refund.