Hilbert's Equipment & Welding Inc

HILBERT’S Equipment & Welding, Inc.
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            I, Larry Hilbert, personally took a phone call from [redacted] prior to 4/7/2015 to discuss our pricing for pickup/delivery and also servicing of his tractor. [redacted] called on 4/7/2015, and spoke with me to schedule his tractor be picked up on Friday, 4/10/2015 and request a 22 point check for his tractor at the price of $199.99. [redacted] advising me that it would be easier for our driver to contact him with directions to the customers  house. The driver attempted to contact [redacted] several times on 4/10/2015, with no success. Once our driver arrived at the location there was no equipment to pickup.  [redacted] called Hilberts Equipment to reschedule pickup for Monday,  4/13/2015, first pickup of the day. Our driver arrived at the residents of [redacted] and had to wait for the customer to return to get the tractor.
            As requested, by the customer, we performed a 22 point service on his equipment, which does include a steam cleaning of the equipment.  The equipment was returned on Monday, 4/20/2015. We had downpours during the morning hours of 4/20/2015. This was  the first hard rain since the harsh Winter season. The roads are still dirty from the salt and cinders that remain on the roads.  We use a large rollback to pickup and deliver equipment to our customers. There is no possible way to keep equipment pristine in such weather without an enclosed trailer.
            Once the driver arrived at [redacted]’s location on 4/20/2015 he waited aproximatly 15 minutes for the customer.  [redacted] had already told our secretary that he would give our driver a check upon the equipment being delivered back. He advised our driver he will be calling with a credit card instead. [redacted] did not submit payment of any kind. [redacted] called Hilberts and spoke to the head technician. At that time [redacted] complained about his tractor being dirty, that he found scratches on the mowing deck & also a spot on the deck where loose paint now had flaked off from the steam cleaning.  My technician contacted me and I called [redacted]. I told [redacted] once I return to the office I would call him back to further discuss. Where upon the customer hung up on me. I returned to the office and pulled [redacted]’s paperwork. Once I called [redacted] back he asked me what amount was I willing to take off his bill to rectify the situation, so that it wasn’t a bother to him. [redacted] advised he would pass this issue on to [redacted] users and also any websites that he could. Which he did untruthfully anyway.  I offered him $25.00, which is the charge of steam cleaning. The $199.99 that the customer was charged for the 22 point service includes that, it is not an extra fee.  I also offered the customer that we pick the equipment back up, hand wash it and touch up any marks on the deck at no additional cost to the customer. I advised the customer I expect payment at the time we pick up the equipment for the services already provided to the customer. He argued about us picking up the equipment. Shortly after that he called Hilberts to cancel us picking up the equipment  and advised he called the Revdex.com to file a complaint instead. I asked [redacted] how he was going to handle paying Hilberts for the service on his tractor and his response was nothing for now and he hung up the phone.  [redacted] paid for nothing. Therefore, there is $0.00 amount to be refunded the 22 point service for $199.99 on his tractor. I will be filing at the local magistrate for collections and fees.
[redacted] has received FREE from [redacted] in 2010 a new complete deck for this equipment, due to neglect by the customer  through [redacted] Warranty. In 2012, the customer received a new short block engine from [redacted] Warranty for the same equipment.
[redacted]’s final complaint was that our pickup deliver fee is $95  for his area. He is exactly 18.92 miles from Hilberts Equipment & Welding. This is aproximately 45 minutes, one way. Let me remind you that the customer never showed up the first time we went out to his location with our large  truck. We have now driven our truck to his address three times. That is a total of 113.52 miles and about four and half hours. I feel $95 is completely reasonable.
.  [redacted] requested

Review: [redacted] Snowblower. On 1/7/2013 Hilbert's repaired snowblower for $181. They replaced the carburetor. On Dec 2013 snowblower would not start. I returned the snowblower to Hilbert's to fix. They fixed it and said it needed a new carburetor to the price of $248.

I think I should have gotten more use out of the carburetor in 2013 than I did. The snow blower is only used for a couple of months each year if that.Desired Settlement: I do not feel I should be paying for a new carburetor again after only three or four uses from Jan 2013.

My neighbor , a widow, had a similar complaint when she tried to have her lawn mower fixed. She kept taking it back to them and paying tons of money and to no satisfaction.

I am begining to believe that Hilbert's has a serious problem in their repair department and it should be addressed. My next attempt will be contact the TV stations that look into consumers being ripped off.

Business

Response:

January 12, 2014We here at "Hilbert's Equipment" are truly sorry for the problem this ethanol laced fuel is causing for the customers.We and all other dealers along with all power equipment, boat, and sports utility manufacturers are frustrated. We here at Hilbert's stress and stress to our customers to use an additive to their gasoline and also not to store fuel for a long period of time (45 days).These machines (unlike automobiles) set for extended periods of time. Gasoline in storage containers gets old But is used in equipment. A tremendous problem for uses. Please see enclosed newspaper article 'IT'S JUST A NIGHTMARE'. As to help **. [redacted] and his frustration problem with his small enginewe here at Hilbert's would be happy to give to **. [redacted] the information and knowledge we here at Hilbert's have on the fuel treatment and storage. Hilbert's would also like to offer a bottle of Ethanol Enzyme FREE of charge.Sincerely?

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:I did put new gasoline into the snow blower and it did start initially when I took it from its storage area to the garage to be ready for the first snowfall. I find it distressing that I had this very same problem less than a year ago and the carberator was replaced at that time also. If it is a problem with the carberators, why don't I have the same problem with my lawn mower that sits all winter long in storage, but starts with no issues every year and I don't empty its fuel tank at the end of the summer? (It is over twenty years old and still runs well).

Regards,[redacted]