Hilliard Lawn & Garden, LLC

There is a breakdown in procedure because the company never told me or gave me anything in writing that there was a repair quote fee even though they claim they did it never happenedI received a copy of my request for a quote (attached) even on this paperwork there is no documentation for a quoteI would like to point out that none of their signage or paperwork states this eitherI wouldn't be upset if I hadn't been surprised by a hidden feeThey stated they called with a quote this also never happenedThey didn't call me with a repair quote I personally drove to the store and waited while the cashier went back and asked the mechanic for a quote after waiting a week to get a callI then brought the estimate home to my husband and he decided their hourly fees made the repair costs too high and we decided to not repair our mower with themI would like to reiterate that they have no signage or paperwork stating they charge for repair quotes so they billed (attached) us for lawnmower tear down and this work was not preformed and they wouldn't give me back my mower unless I paid itFinally I was forced to pay for something that wasn't done and there wasn't anybody to talk to at the store who could fix the issue both the repair man and the floor tech agreed there was no work done on the mowerThe person who took in the mower never stated that there was repair quote or a tear down fee and when I asked why I was being charged he said direct quote"We can bill you $hour if that makes you happy." I thought this to be rudeMy answer was I would like to pay for any work performed but to pay for something I'm not informed about isn't ethically rightIf I had been informed of a repair quote fee for repairs fine but to bill for tear down (need I remind you they didn't even actually tear down the mower to make the quote) The entire point if my complaint is they need to state that they charge to do a repair quotes and the entire thing would have been understandable but to charge for a teardown and actually not do it is just wrongSo the long and short of it is they wanted to bill me for something and if I had repaired with them I wouldn't have been billed for a teardown fee I would just pay for the repairThey may have procedures to tell customers about repair quotes but that didn't happen for us and their own employees failed themSeems like they just wanted to collect whatever they could from us

The part number was on the belt that he wanted replaced He was given the correct belt for a 33" Cub Cadet mower The customer was sold the correct belt If he would like to bring the mower in, we can show him how to put it on

I spoke with Mr [redacted] today with no resolveHis offer leaves me owing entirely too much on the old unit and purchasing one of the most expensive mowers they have, a situation I do not feel is a fair deal given the single fact that HLG was aware of my desire to purchase a Rear Discharge mower from the beginningWhether or not I was mislead intentionally or not is not the issue, but selling something in the end that does not meet my needs or cannot meet those needs is.Even given an opportunity to settle by means of a lesser agreement to assist with the purchase of a "chute blocker", Mr [redacted] is not willing to negotiate.At this point, if I have no other recourse, I would like to close this issue and leave HLG with a negative indicator with the Revdex.com, as an "Unresolved" case.Dealing with HLG has been a complete waste of my time and I will never purchase from this business again!

Good afternoon I am fully aware of Mrs [redacted] title issue The lady that traded this juke into us took forever getting the proper out of state paperwork to us When we sold this unit to Mrs [redacted] I was not aware that there was still a outstanding issue with title on this Juke in question When Mrs [redacted] called days after delivery and asked about her title work so she could get her plates I started my investigation on why? The former owner has some issue within the state she used to live in and they are requiring us to send several state forms to them to "clear" the title for us Dealing with this state is a true pain and their process has no urgency to resolve this matter for us I have been in contact with Mrs [redacted] and we offered to make her 1st payment( $ ) and supplied her with a dealer tag on her juke till matters get resolved I have empathy for Mrs [redacted] and we are expediting this as fast as we can We want nothing but complete customer satisfaction and handle business in a professional and fair way With over yrs in the business we set the bar on satisfaction Please feel free to contact me if anymore questions do arise on this situation Kindly, Zachary RS [redacted] General Manager Hubler Nissan 317-888-zs***@drivehubler.com

***'s version is close but not completely accurate as I remember it.1) I only used the mower one time before attempting to access the pulley area to clean it when I discovered it did not have the same access as the unit on the show room floor.2) I did take my time and return to finally purchase the mower, but only after he convinced me that the Snapper with the EFI motor was the best deal and, as I remember it< still mentioned I could opt for a RD deck, even if he did not mean with this mower, it was still not as clear as that to me.3) If it were only a matter of budget, I would not have went for the Snapper, when I could have gone to another dealer and purchased another brand mower for the same price, with RD, but [redacted] (as a true salesman will do) insisted the Snapper was a better mower, again, leaving me to believe I could opt for the RD later.Bottom line, as [redacted] admits to, I was quite clear in my desire for a RD mower from the beginningif it were just price, I would have gone with the other dealer.I am now stuck with a mower I am not happy with due to unclear or misleading sales tactics, whether they were intentional or notIf they did not have what I wanted for the price I was willing to pay, then why push something that would not meet my needs?At this point, I would accept full refund less the loan application fee

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. It is now 6/21/16. I was unaware of the extent of the title issue until the Consumer Protection Agency of Indiana investigated further. I have had no contact with Hubler Nissan since the 26th of May. I was informed by the Indiana BMV that it is illegal for me to drive the car with the dealer plate on it. The car has been parked out of days since I drove it home from the dealership. I would like to return it for a full refund. I would also like reimbursed for the time I was unable to drive the car at no fault of mine. They had initially agreed to $the first time it was parked for days. That averages to $daily, and I never received that check at all. I am asking that Hubler provide a refund check to The *** *** Bank in the amount of $11,the total financed. *** Bank has agreed to cut me a refund check after that check clears. I am asking for reimbursement of insurance cost, $269.43, and that does not include July payment. I am asking for reimbursement for inability to drive the car for days in the amount of $680. I feel these are fair and reasonable requests. I have kept up my part of our contractual agreement and feel that to maintain customer satisfaction Hubler should accommodate my request. Once we have an agreement and it is in writing, I will deliver the car to the dealership and hand over the keys. Kind Regards,*** ***
Regards,
*** ***

Mrs*** was told when the mower was brought into the shop that we charge $plus tax for estimates. This covers the mechanics time to diagnose the problem. If the customer decides to fix the machine the cost of the estimate is waved, but if the customer decides not to fix the
machine the $plus tax estimate is charged for the time involved in diagnosing the problem. Mrs*** was called with an estimate and decided not to fix the machine so she was charged $

It's apparent that the representative of Hilliard Lawn and Garden Equipment is not reading my responses thus farMe having a part number when I came back the second time is only because it was given to me by a Hilliard Lawn and Garden Associate as being the correct partI took my lawnmower to my mechanic that works on Lawn mowers for a living and he told me the belt is to bigWhen I told him about this issue with Hilliard Lawn and Garden, he told me where to go to get a smaller belt and I did so and lawn mower has worked fine sinceAs I stated in a previous response, I do not need to know how to put the belt onThe smaller belt that my mechanic told me where to go to get is working fineI can not operate my business with what is suppose to work, I would be out of business if I would not have listened to my mechanicI want a FULL refund, as Hilliard Lawn and Garden Equipment sold me a part as being the correct part, and when I told them it was to small, insinuate that I put it on wrongHorrible customer service

Per Mr***s request, we did the full tuand checked all belts. Unfortunately, due to the nature of belts, they can be perfectly fine and then break without notice. If the belt was visibly wore at the time of tune-up, Mr*** would not have mowed three times,
because it would have broke during the first mow. When belts break, they either tear themselves apart or snap in half, but we do not know how the belt looks, since Mr*** refuses to bring it in. There are many known causes why good belts break and include (sticks getting caught in the belts, mowing excessively tall grass and engaging deck at too high of throttle). We offered to pick up Mr***s mower with the pick-up/delivery fee, due to not knowing the reason behind it breaking and we can not diagnose this over the phone. Hilliard Lawn and Garden will always stand behind our work, but we will go through the proper procedures to ensure everyone involved is treated fairly

If Mr*** would like to call me ###-###-####, I would be happy to discuss trading his mower in and what a rear discharge mower would cost

We have resolved title issue with *** *** and she is happy with the outcome. We paid her the payments she had made on car as well as insurance. See below how we resolved. Let me know if anything else is needed Kindly, Zach Zachary RS*** General Manager Hubler Nissan 317-888-zs***@drivehubler.com DriveHubler.com -------- Original Message -------- Subject: RE: Juke Title From: Date: Fri, July 08, 8:am To: "*** ***" No problem ***! I will get this out Monday! Have a great day! Kindly, Zach Zachary RS*** General Manager Hubler Nissan 317-888-zs***@drivehubler.com DriveHubler.com -------- Original Message -------- Subject: RE: Juke Title From: *** *** Date: Fri, July 08, 8:am To: zs***@drivehubler.com *** *** *** * *** * *** ** *** If you send the return envelope for the dealer plate with the check, I will send that back the same timeThank you, *** On Jul 8, 7:AM, wrote: *** I will be happy to send you a check for that total in which you have paid to make this right for you. Believe me, none of us wanted this issue with title from Colorado. What mailing address would like this mailed to? Kindly, Zach Zachary RS*** General Manager Hubler Nissan 317-888-zs***@drivehubler.com DriveHubler.com -------- Original Message -------- Subject: RE: Juke Title From: *** *** Date: Thu, July 07, 4:pm To: zs***@drivehubler.com MrS***, I have paid $in insurance to *** ***, and $in car payments, for a total of $837.43. Please understand I am not trying to difficult, just wanting this whole situation resolvedKind Regards, *** On Jul 7, 1:PM, wrote: Hey ***, No problem. I would like to know how many payments you have made and what insurance has cost you as well. I would like to help you for the inconvenience Zachary RS*** General Manager Hubler Nissan 317-888-zs***@drivehubler.com DriveHubler.com -------- Original Message -------- Subject: Juke Title From: *** *** Date: Thu, July 07, 8:am To: "zs***@drivehubler.com" MrS***, I had forwarded you an email earlier regarding returning the Juke. I emailed the State Attorney General, and the Revdex.com. The Juke has been parked for over a month because I was told by the BMV it was illegal for me to drive it. I was promised compensation for all of the difficulty associated with registering this vehicle. I have made payments and paid for full coverage insurance on a vehicle I was unable to drive. Although Hubler sent me their dealer plate to place on the car, they did not inform me it was illegal for them to do that, or for me to drive the vehicle I am open to the idea of keeping the car if I am guaranteed compensation for the inability to drive it due to neglect on your part. According to the Indiana Attorney General I have full rights to return the car for a full refund. Put yourself in my shoes. How would you feel if I sold you something that you couldn't even use, but expected you to pay for it Please contact me with a response to this email. I would appreciate if that response does not take two weeks to get as well *** ***

In response to Mr***'s complaint, the following is an outline of what has transpired since last year:1. August 8, 2014, Mr*** came in and told me he was looking for a certain brand mower with a rear discharge deck. I told him that a rear discharge mower does not provide the
same quality cut and they are higher in price than a side discharge mower. Mr*** told me he was not worried about the quality of the cut and that his only concern was about the grass clippings going into his flower beads and onto his trees. Mr. *** was insistent on a rear discharge mower. I provided detail about the Ex,arl brand mower which would give him the best finished cut with the rear discharge option. After discussing it further with Mr***, he said that he did not want to pay the higher price for a rear dischare mower. At this point, I showed him various brands of mower that were within his budget. He was interested in the Snapper Pro brand with a side discharge deck. Mr*** wanted to do more shopping before making his decision and he left.2. August 22, 2014, Two weeks later, he came back into the store and said that he wanted the Snapper Pro mower but was still interested in a rear discharge deck. He wanted to know if the mower deck could be swapped out form a side discharge deck to a rear discharge deck on the Snapper Pro mowerI told him that was not an option for this mower. When he there, I called Snapper and checked the facts and told him for certain that a rear discharge deck was not an option for the Snapper Pro mower. I did tell him that in the future, he could trade in the Snapper Pro mower for an Exmark with a rear discharge deck or another brand of mower with a rear discharge deck.3. August 22, 2014, Mr*** decided to purchase the Snapper Pro mower with the side discharge deck.4. August 23, 2014, The mower was delivered to Mr***'s home.5. August 28, 2014 Mr*** calls to tell us that the wrong unit was delivered to him and was displeased with it. After talking with him, he stated that it was a model and did not have the flip up footrest like the model siting in the showroom floor. The model was new and had just been assembled before being delivered to him. He had used the mower several times before he called to let us know that it was a different model.6. August 30, 2014, Hilliard Lawn & Garden delivered the correct Snapper mower to Mr***'s home and we picked up the other mower.7. November 1, 2014, After the replacement mower was delivered to Mr***, I called to explain how the wrong mower was assembled and I apologized to him. Mr*** said that he understood and was very happy with the service from Hilliard Lawn & Garden. He also said that he had been using the mower and was very happy with it.ALL OF THE ABOVE OCCURED IN LATE SUMMER AND FALL OF 2014. MR *** USED TO MOER THROUGHOUT THE MOWING SEASN AND CURRENTLY THE MOWING SEASON.On May, 29, Mr*** calls and explains that he is very disappointed with the side discharge deck and wants to swap it for a rear discharge deck. I once again explained that Snapper Pro doesn't make a rear discharge deck. He indicated that I told him at the point of sale, that he could swap out the deck. He proceeds to say that he would swap the deck if I would give him $in trade. I told him that I would not be able to do that because there isn't a replacement deck for his mower other than the deck that is already on the mower. During this conversation I clarified that I didn't tell him that he could swap out the deck, but that he could trade the mower in for a mower with a rear discharge deck in the future when it was within his budget. Mr*** became angry, saying that he would never do business with Hilliard Lawn & Garden again. I reminded him that last year before he bought any mower, that he said that he did not want to spend the money for the Exmark with a rear discharge deck or pay a higher price for a rear discharge mower because they were priced out of his budget. He remembered the conversation and agreed that he did say that and that he did not want to pay the higher price at that time because rear discharge mowers were out of his budget. He proceeded to say how disappointed he is and that Hilliard Lawn & Garden should fix his problem. I told him that we would fix the problem by taking his mower in trade for a rear discharge mower. However, he wanted the trade in value for the Snapper Pro to be the same as what he paid for it last year. I explained that we could not give him the amount he was asking since the mower is used. I told him we would give him a good trade in value based on the current condition and usage of the Snapper Pro. He said that was bad business and hung up the phone.In summary, when Mr*** was looking at mowers in the summer of 2014, he did not want to pay the higher price for a rear discharge mower, because it was out of his budget. Now he wants to trade in the mower he purchased for a mower with a rear discharge deck, but wants the trade in value to be the amount he paid for the mower last year. We at Hilliard Lawn & Garden are more that willing to accommodate Mr***, but within reason

Attached is a copy of the receipt showing that we sent Mr***' refund out to *** *** due to the fact that the lien had not been released on the vehicleIf the lien was released after issuing the refund, then *** *** would then send a check to him for the overpaid amountThe receipt here
indicated that it was sent out on 3/15/Standard procedure for issuing these refunds are 4-weeks for the warranty to be cancelled and the check to be mailed outPlease feel free to contact me with any further concerns

In regards to me coming back to the store, with belt and part# keep in mind I only had a part number because the Hilliard Lawn and Garden employee gave me a part#. As he stated, I did not have a part# when I came into the store on 7/17/I gave the emplpyee the belt and he said I found the part# then printed off cppies of diagrams and part #'sWhen I came back on 7/20/17, I told the employee the belt was to bigTo say now that he has no way of helping me would be a legitimate argumentif I would have been told that in the beginning, and was not sold a part and told this is the part for your machineTo sell me something and say this is the part# and when the customer comes back with receipt and say this part is to big, it is bad customer service to not refund the customer, especially since you are considered the expert and provide someone with a part# as being the correct partAs far as being installed correctly, the belt only goes on one way, the belt was not put on incorrectly

From: Joe F[redacted] <jf[redacted]@drivehubler.com> Sent: Tuesday, August 1, 2017 1:24 PM To: info Subject: FW: Revdex.com COMPLAINT - [redacted]   Good afternoon  Below from our Service Manager   This vehicle was brought in 6-19-2017 for an oil change. At that time the vehicle had...

146,838 miles. A young man who stated he owned the car came into the service department last week. He requested a refund for not filling his vehicle with oil from his last visit and the visit before. He stated that his vehicle has been noisy and overheating since the first oil change. I went out to his car a got the VIN and miles. I started his car and it was noisy, my best guess was timing chain noise. We discovered the vehicle has been driven over 3,300 miles since we service last. There is no way a vehicle could be driven 3,300 miles without any oil, most vehicles wouldn't run 50 miles without oil. I asked him when was the last time he checked the oil, he stated he has never checked the oil. I called Norm at [redacted] while the owner" (Dakota), his name is not on our records, was here and he stated he checked the oil, found it four qt's low, he filled oil to proper level and sent "owner" on is way. He also stated the noise got better but did not go away. These vehicles have a known oil consumption problem. The timing chain system is driven by oil pressure. When the oil level gets low the oil pressure gets low. When the oil pressure is low the timing chains make noise and the vehicle can run hot. This guy was very rude and dropped the "F" bomb multiple times. I volunteered to do a courtesy check, he declined. We are sure his oil change was done properly. As he drove off the lot Jon B[redacted] also heard something and asked "what is wrong with his engine" Dan     Joe F[redacted] General Sales Manager Hubler Chevrolet Inc 317-882-4389

Good afternoon.    I am fully aware of Mrs. [redacted] title issue.   The lady that traded this juke into us took forever getting the proper out of state paperwork to us.   When we sold this unit to Mrs. [redacted] I was not aware that there was still a outstanding...

issue with title on this Juke in question.   When Mrs. [redacted] called 30 days after delivery and asked about her title work so she could get her plates I started my investigation on why?    The former owner has some issue within the state she used to live in and they are requiring us to send several state forms to them to "clear" the title for us.   Dealing with this state is a true pain and their process has no urgency to resolve this matter for us.   I have been in contact with Mrs. [redacted] and we offered to make her 1st payment( $ 200.00 ) and supplied her with a dealer tag on her juke till matters get resolved.   I have empathy for Mrs. [redacted] and we are expediting this as fast as we can.  We want nothing but complete customer satisfaction and handle business in a professional and fair way.  With over 50 yrs in the business we set the bar on satisfaction.    Please feel free to contact me if anymore questions do arise on this situation.   Kindly,          Zachary R. S[redacted]        General Manager         Hubler Nissan         317-888-9227 zs[redacted]@drivehubler.com

There is a breakdown in procedure because the company never told me or gave me anything in writing that there was a repair quote fee even though they claim they did it never happened. I received a copy of my request for a quote (attached) even on this paperwork there is no documentation for a quote. I would like to point out that none of their signage or paperwork states this either. I wouldn't be upset if I hadn't been surprised by a hidden fee. They stated they called with a quote this also never happened. They didn't call me with a repair quote I personally drove to the store and waited while the cashier went back and asked the mechanic for a quote after waiting a week to get a call. I then brought the estimate home to my husband and he decided their hourly fees made the repair costs too high and we decided to not repair our mower with them. I would like to reiterate that they have no signage or paperwork stating they charge for repair quotes so they billed (attached) us for lawnmower tear down and this work was not preformed and they wouldn't give me back my mower unless I paid it. Finally I was forced to pay for something that wasn't done and there wasn't anybody to talk to at the store who could fix the issue both the repair man and the floor tech agreed there was no work done on the mower. The person who took in the mower never stated that there was repair quote or a tear down fee and when I asked why I was being charged he said direct quote. "We can bill you $75 hour if that makes you happy." I thought this to be rude. My answer was I would like to pay for any work performed but to pay for something I'm not informed about isn't ethically right. If I had been informed of a repair quote fee for repairs fine but to bill for tear down (need I remind you they didn't even actually tear down the mower to make the quote) The entire point if my complaint is they need to state that they charge to do a repair quotes and the entire thing would have been understandable but to charge for a teardown and actually not do it is just wrong. So the long and short of it is they wanted to bill me for something and if I had repaired with them I wouldn't have been billed for a teardown fee I would just pay for the repair. They may have procedures to tell customers about repair quotes but that didn't happen for us and their own employees failed them. Seems like they just wanted to collect whatever they could from us.

I spoke with Mr. [redacted] today with no resolve. His offer leaves me owing entirely too much on the old unit and purchasing one of the most expensive mowers they have, a situation I do not feel is a fair deal given the single fact that HLG was aware of my desire to purchase a Rear Discharge mower from the beginning. Whether or not I was mislead intentionally or not is not the issue, but selling something in the end that does not meet my needs or cannot meet those needs is.Even given an opportunity to settle by means of a lesser agreement to assist with the purchase of  a "chute blocker", Mr [redacted] is not willing to negotiate.At this point, if I have no other recourse, I would like to close this issue and leave HLG with a negative indicator with the Revdex.com, as an "Unresolved" case.Dealing with HLG has been a complete waste of my time and I will never purchase from this business again!

[redacted]'s version is close but not completely accurate as I remember it.1) I only used the 2013 mower one time before attempting to access the pulley area to clean it when I discovered it did not have the same access as the unit on the show room floor.2) I did take my time and return to finally purchase the mower, but only after he convinced me that the Snapper with the EFI motor was the best deal and, as I remember it< still mentioned I could opt for a RD deck, even if he did not mean with this mower, it was still not as clear as that to me.3) If it were only a matter of budget, I would not have went for the Snapper, when I could have gone to another dealer and purchased  another brand mower for the same price, with RD, but [redacted] (as a true salesman will do) insisted the Snapper was a better mower, again, leaving me to believe I could opt for the RD later.Bottom line, as [redacted] admits to, I was quite clear in my desire for a RD mower from the beginning. if it were just price, I would have gone with the other dealer.I am now stuck with a mower I am not happy with due to unclear or misleading sales tactics, whether they were intentional or not. If they did not have what I wanted for the price I was willing to pay, then why push something that would not meet my needs?At this point, I would accept full refund less the loan application fee.

The customer came into the store with a belt and the part number on the belt was 754-04139. He said he needed a new one.  He was sold a 954-04139 which is the same belt.  Cub Cadet changed the beginning number on parts from a 7 to a 9.  He was sold exactly what he came in...

for.  The customer did not have the model and serial number of the machine he was working. I have no way of helping this customer without a model and serial number to see if he has the correct belt for his machine.  If the belt he replaced was the original belt, the machine should work fine as long as the belt is installed correctly.  Since we did not install the belt and only sold him the belt he asked for, it is impossible to help him without more information.