Hollinger Incorporated

This letter is in response to Complaint ID [redacted] dated July 7, Our salesman, [redacted] , took a call from a customer about buying a lawn mowerWhen the customer asked about buying grass catcher for this unit, our salesman informed the customer that he would not recommend this unit with a grass catcher because he was familiar with their lawn (family member) and how baggers on those size decks sometimes operate poorlyAlso, the sale was not being made in person, but over the phone, so the customer as not seeing this mower in personHe felt they should have a power flow bagging system to work properly, although the price did not fit their budgetHe also informed them we needed to special order the bagger because we do not have them readily in stock, due to inconsistent performanceAfter the customer went ahead and ordered the bagger and then called back with a complaint, after being advised prior to sale, [redacted] offered to stop by and take a look at the property and mower (which is often offered at our dealership)[redacted] then approached me about returning the mower and I tried to tell him many problems on equipment purchases can be taken care of without having to return the equipmentAfter the offer to come out to the customer's residence was declined multiple times and the customer was stern about returning the mower and bagger, [redacted] explained to them they would be taking a loss of $200, because the mower has was a left the dealership and has been used and the bagger was a special order piece [redacted] informed me that it would be fine to write them a check less $plus PA Sales tax on that amount of $for a total of $less than what they paid originallyThis was an agreed upon amount considering that my check was cashed.This is a customer that I have never come in direct contact with and has dealt with [redacted] both in person and on the phone, I have allowed [redacted] to deal with this transaction from the start and the return considering it is a family memberOur policy is always to try and do everything in our power to rectify any equipment issue, including going out to the residence when need beThey refused this offer and agreed to the return amount and are now leaving us with a used tractor, special order bagging system, cost of free delivery after the sale, and cleaning cost for resaleI feel I held up to my end of the deal in every aspect of this situation.Regards

I took my two snowmobiles in for routine yearly maintenanceI got a call that they were finishedWent to pick them upI received one of sleds back with the seat damagedThe seat was like new when it went to Hollinger's for serviceThe damage on my *** seat (per my Upholsterer) was caused from a very HOT instrument such as soldering gun or welding equipment that came in contact with the seatUpon discovery of the damage when I got home I immediately called Hollinger's to discuss the damageI was passed around and talked to people before getting to the ownerNo one wanted to talk to me about the damage and the owner was very rude and unwilling to admit fault or willing to come up with a resolution

This letter is in response to Complaint ID [redacted] dated July 7, 2014
Our salesman, [redacted], took a call from a customer about buying a lawn mower. When the customer asked about buying grass catcher for this unit, our salesman informed the customer that he would not recommend this unit with...

a grass catcher because he was familiar with their lawn (family member) and how baggers on those size decks sometimes operate poorly. Also, the sale was not being made in person, but over the phone, so the customer as not seeing this mower in person. He felt they should have a power flow bagging system to work properly, although the price did not fit their budget. He also informed them we needed to special order the bagger because we do not have them readily in stock, due to inconsistent performance. After the customer went ahead and ordered the bagger and then called back with a complaint, after being advised prior to sale, [redacted] offered to  stop by and take a look at the property and mower  (which is often offered at our dealership).[redacted] then approached me about returning the mower and I tried to tell him many problems on equipment purchases can be taken care of without having to return the equipment. After the offer to come out to the customer's residence was declined multiple times and the customer was stern about returning the mower and bagger, [redacted] explained to them they would be taking a loss of $200, because the mower has was a left the dealership and has been used and the bagger was a special order piece. [redacted] informed me that it would be fine  to write them a check less $200 plus PA Sales tax on that amount of $12 for a total of $212 less than what they paid originally. This was an agreed upon amount considering that my check was cashed.This is a customer that I have never come in direct contact with and has dealt with [redacted] both in person and on the phone, I have allowed [redacted] to deal with this transaction from the start and the return considering it is a family member. Our policy is always to try and do everything in our power to rectify any equipment issue, including going out to the  residence when need be. They refused this offer and agreed  to the return amount and are now leaving us with a used tractor, special order bagging system, cost of free delivery after the sale, and cleaning cost for resale. I feel I held up to my end of the deal in every aspect of this situation.Regards

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: We purchased a riding lawn mower from them. It did not work properly. It did not pick up the grass, was difficult to use, and appeared to be assembled improperly since the bagger chute was not tight to the deck. So we returned the product the next business day. They did not return the full purchase but kept $212.00 because they said it is now used and cannot be sold new. This is not my problem. I returned their product because it did not work properly and returned it quickly.Desired Settlement: They need to provide me with a full refund.

Business

Response:

This letter is in response to Complaint ID [redacted] dated July 7, 2014Our salesman, [redacted], took a call from a customer about buying a lawn mower. When the customer asked about buying grass catcher for this unit, our salesman informed the customer that he would not recommend this unit with a grass catcher because he was familiar with their lawn (family member) and how baggers on those size decks sometimes operate poorly. Also, the sale was not being made in person, but over the phone, so the customer as not seeing this mower in person. He felt they should have a power flow bagging system to work properly, although the price did not fit their budget. He also informed them we needed to special order the bagger because we do not have them readily in stock, due to inconsistent performance. After the customer went ahead and ordered the bagger and then called back with a complaint, after being advised prior to sale, [redacted] offered to stop by and take a look at the property and mower (which is often offered at our dealership).[redacted] then approached me about returning the mower and I tried to tell him many problems on equipment purchases can be taken care of without having to return the equipment. After the offer to come out to the customer's residence was declined multiple times and the customer was stern about returning the mower and bagger, [redacted] explained to them they would be taking a loss of $200, because the mower has was a left the dealership and has been used and the bagger was a special order piece. [redacted] informed me that it would be fine to write them a check less $200 plus PA Sales tax on that amount of $12 for a total of $212 less than what they paid originally. This was an agreed upon amount considering that my check was cashed.This is a customer that I have never come in direct contact with and has dealt with [redacted] both in person and on the phone, I have allowed [redacted] to deal with this transaction from the start and the return considering it is a family member. Our policy is always to try and do everything in our power to rectify any equipment issue, including going out to the residence when need be. They refused this offer and agreed to the return amount and are now leaving us with a used tractor, special order bagging system, cost of free delivery after the sale, and cleaning cost for resale. I feel I held up to my end of the deal in every aspect of this situation.Regards

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,