Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Hello my name is *** ***l am the owner of Hull's Welding & Small Engine Repair LLC, located in Hillsboro, OhioI received your letter about a complaint from a Mr*** *** about my businesswent back through my notes of the the process of the repairs done on his mower, There are some
things about this Mr*** has failed to tell you about this situationOne thing we always try to do at our business is to do this, if the customer would happen to have a complaint about something I would ask them to bring the piece of equipment back in & see if it's an issue we can resolveIn this situation I did just that as you will see later down the list below#1) When Mr*** brought his mower in to us, I, *** ***, was the one who made the tag out and put on it what he wanted repaired, his name & phone number, just like I do with everyone elseOn the tag it said to repair the steering, & burning oil, The first thing Tony, my technician, worked on was the steeringTo repair the steering on this machine just like most others, you have to remove the deck, put the machine up in the air, take the steering linkage off, to even get to the steering shaft & sector gearThis is just how it worksHe replaced the bushing at the bottom of the steering shaft, tightened up the sector gear, replaced the linkage, & tightened it upHe then takes it off the mower jack & replaced the deckThis process actually takes more time than what you would think, about an hour to an hour and a half to do this typically, I have done this myself as wellSo with that said, Mr***'s claim of a half hour is purely bogus#2) The next phase of the repair was replacing the bushings in the front axle & wheelsHere is how it goesYou have to jack up the frontend of the machine, pull the caps off the axles, remove the snaprings that hold the wheels on, remove the wheelsOnce you have the wheels removed, you drive out the plastic bushings in those, and you drive the new ones in, it takes about minper wheel (front wheels) means a half an hourAfter that, the front axle needs bushings in it as well where the spindle mounts to it, one at the top, one at the bottom, on both sidesYou have to remove the snapring at the top of the spindle & let the spindle drop down out the front axle to replace these, a set on the left side, a set on the rightYou drive these out, & put the new ones inThen, you have to slide the spindles back into the frontend, put on snaprings, & put the wheels back onThis machine has spindles so that takes about a half hour or soAlso, you have to account for the time looking up the parts and pulling them from inventory, to minutesSo after that, you take it down off the jack, & go test it out for the steering#3) So then, supposedly, it smokes according to Mr***Tony tried the machine out mowing, it mowed fine, steered fineTypically, if an engine smokes, most of the time it tells me it has a lot of hours on the engineI dial not see an hour meter on the machine so I really can't say how many hours is on the engine, but chances are-, it needs a set of rings in the engineHere's the thing, sometimes as a business owner, you have to make judgement calls as far as whether it's feasible or makes sense to do a major repair as thatPutting a set of rings in a motor is expensive & time consumingFor that engine it would cost another $to $I have to be honest, on a good day, Mr***s mower is probably only worth about $to $maxSo, I discussed it with Tony & determined that the machine would not be worth put several hundred more dollars into it for the amount of wear it had on the engineI predicted the customer would not want to do that as well, which after griping about the bill anyway, they wouldn't have wanted the spend the money for that eitherSo, we did not repair the oil burning/ smoking situotionWe just replaced the bushings for the steering & let it go at thatHere are a few more facts about this situation Mr*** did not shareI called him to let him know his machine was finished, he said, "ok, I will come pick it up"Prior to him picking it up, I happened to be going to lunch, minutes later and he calls me back, saying, that he already bought another mower & wanted to know if I wanted to buy the one we worked on for themI said "no, I'm not interested." He then says "ok, well just sell it", I replied "ok" and the conversation was overt have to wonder why he even called, was he not planning to put any money into it anyway or what? Here is another thing, when a customer comes in to our shop, typically the person who brings it in is the person I deal with throughout the whole repair process, nobody elseAbout an hour after he picked up the machine, instead of him being a man about having a complaint, he has his wife call while he's in the background grunting & gripingNot one time did he get on the phone & discuss a complaint with meI expect to talk to the same person who brought the machine in and not his wifeIreally don't understand why you would have your wife do your complaining for you, that's just lameIts awful hard for me to respect a person who does that, he should at least be man enough to talk to meNevertheless, his wife calls the first time and wanted to know what all we done to the machineShe was fairly polite about it and simply told her I would let her talk to Tony & he could explain to her everything he repaired, so I had him go over it with herI had also told her if there was a problem they could bring it back in and we would try to resolve it, she said "no", I said "ok, no problem"Ten minutes later, she calls back again, husband in the background, still griping & grunting about this repairSo, I told her I would look at the bill & go over it with herShe said we charged her labor twiceI went over the ticket why I showed difference labor charges, ie; the steering shaft bushings, then the steering frontend/ wheel bushingsThe labor was done on two different daysI think it's interesting in the complaint that he said the steering repair was a half hour job, I really have to laugh on that oneAnyway, ***, these are the facts about the whole situationI am not planning on giving their money back because of the labor we put into it, as well as the partsIf you want to tail me about this it's fine but this guy is a piece of workHere's the way I figure this, they bought another mower so if they going to do that why did they even bring it to me? I feel they probably cut themselves short moneywise with a mower payment so that's why they're trying to get some money backWe try to do the best we can but you just can't please everybodyMy number is 937-***Thanks, *** ***-Hull's Welding & Small Engine Repair LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Hello my name is *** ***l am the owner of Hull's Welding & Small Engine Repair LLC, located in Hillsboro, OhioI received your letter about a complaint from a Mr*** *** about my businesswent back through my notes of the the process of the repairs done on his mower, There are some
things about this Mr*** has failed to tell you about this situationOne thing we always try to do at our business is to do this, if the customer would happen to have a complaint about something I would ask them to bring the piece of equipment back in & see if it's an issue we can resolveIn this situation I did just that as you will see later down the list below#1) When Mr*** brought his mower in to us, I, *** ***, was the one who made the tag out and put on it what he wanted repaired, his name & phone number, just like I do with everyone elseOn the tag it said to repair the steering, & burning oil, The first thing Tony, my technician, worked on was the steeringTo repair the steering on this machine just like most others, you have to remove the deck, put the machine up in the air, take the steering linkage off, to even get to the steering shaft & sector gearThis is just how it worksHe replaced the bushing at the bottom of the steering shaft, tightened up the sector gear, replaced the linkage, & tightened it upHe then takes it off the mower jack & replaced the deckThis process actually takes more time than what you would think, about an hour to an hour and a half to do this typically, I have done this myself as wellSo with that said, Mr***'s claim of a half hour is purely bogus#2) The next phase of the repair was replacing the bushings in the front axle & wheelsHere is how it goesYou have to jack up the frontend of the machine, pull the caps off the axles, remove the snaprings that hold the wheels on, remove the wheelsOnce you have the wheels removed, you drive out the plastic bushings in those, and you drive the new ones in, it takes about minper wheel (front wheels) means a half an hourAfter that, the front axle needs bushings in it as well where the spindle mounts to it, one at the top, one at the bottom, on both sidesYou have to remove the snapring at the top of the spindle & let the spindle drop down out the front axle to replace these, a set on the left side, a set on the rightYou drive these out, & put the new ones inThen, you have to slide the spindles back into the frontend, put on snaprings, & put the wheels back onThis machine has spindles so that takes about a half hour or soAlso, you have to account for the time looking up the parts and pulling them from inventory, to minutesSo after that, you take it down off the jack, & go test it out for the steering#3) So then, supposedly, it smokes according to Mr***Tony tried the machine out mowing, it mowed fine, steered fineTypically, if an engine smokes, most of the time it tells me it has a lot of hours on the engineI dial not see an hour meter on the machine so I really can't say how many hours is on the engine, but chances are-, it needs a set of rings in the engineHere's the thing, sometimes as a business owner, you have to make judgement calls as far as whether it's feasible or makes sense to do a major repair as thatPutting a set of rings in a motor is expensive & time consumingFor that engine it would cost another $to $I have to be honest, on a good day, Mr***s mower is probably only worth about $to $maxSo, I discussed it with Tony & determined that the machine would not be worth put several hundred more dollars into it for the amount of wear it had on the engineI predicted the customer would not want to do that as well, which after griping about the bill anyway, they wouldn't have wanted the spend the money for that eitherSo, we did not repair the oil burning/ smoking situotionWe just replaced the bushings for the steering & let it go at thatHere are a few more facts about this situation Mr*** did not shareI called him to let him know his machine was finished, he said, "ok, I will come pick it up"Prior to him picking it up, I happened to be going to lunch, minutes later and he calls me back, saying, that he already bought another mower & wanted to know if I wanted to buy the one we worked on for themI said "no, I'm not interested." He then says "ok, well just sell it", I replied "ok" and the conversation was overt have to wonder why he even called, was he not planning to put any money into it anyway or what? Here is another thing, when a customer comes in to our shop, typically the person who brings it in is the person I deal with throughout the whole repair process, nobody elseAbout an hour after he picked up the machine, instead of him being a man about having a complaint, he has his wife call while he's in the background grunting & gripingNot one time did he get on the phone & discuss a complaint with meI expect to talk to the same person who brought the machine in and not his wifeIreally don't understand why you would have your wife do your complaining for you, that's just lameIts awful hard for me to respect a person who does that, he should at least be man enough to talk to meNevertheless, his wife calls the first time and wanted to know what all we done to the machineShe was fairly polite about it and simply told her I would let her talk to Tony & he could explain to her everything he repaired, so I had him go over it with herI had also told her if there was a problem they could bring it back in and we would try to resolve it, she said "no", I said "ok, no problem"Ten minutes later, she calls back again, husband in the background, still griping & grunting about this repairSo, I told her I would look at the bill & go over it with herShe said we charged her labor twiceI went over the ticket why I showed difference labor charges, ie; the steering shaft bushings, then the steering frontend/ wheel bushingsThe labor was done on two different daysI think it's interesting in the complaint that he said the steering repair was a half hour job, I really have to laugh on that oneAnyway, ***, these are the facts about the whole situationI am not planning on giving their money back because of the labor we put into it, as well as the partsIf you want to tail me about this it's fine but this guy is a piece of workHere's the way I figure this, they bought another mower so if they going to do that why did they even bring it to me? I feel they probably cut themselves short moneywise with a mower payment so that's why they're trying to get some money backWe try to do the best we can but you just can't please everybodyMy number is 937-***Thanks, *** ***-Hull's Welding & Small Engine Repair LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***