I-81 Lawn & Garden Center, Inc.

I'm a resident with *** *** on their *** *** property located in Washington, DC, that's currently being renovatedThe property manager hired this company to relocate my unit (household) to a different address(another owned property)
On October 27,2016, Capital Services arrived and destroyed some of my property during the process of loading and unloading to/from their moving truckThe glass to my inch TV stand shattered into pieces after being dropped by one of the moversMy glass shade to my floor lamp was also brokenThe leather headboard for the master bedroom now has a hole punctureEach issue was address and documented (signed by moving company) before the company departed that day and I also contacted the residence coordinatorI was told that I'll be compensated for all damagesIt's been months, after numerous calls and meetings nothing have been done or resolved

Review: My husband and I purchased a used riding lawn mower from this business in February and per the receipt it said there was a new engine in it and it came with a 2 year warranty on the engine. We started using the mower in the Spring and in September while mowing it quit working. We took it back to them with what was going on. It took approximately 2 weeks for them to say the motor was blown and it would cost over $600 to fix. At this time my husband told them it had the warranty and the man said it does but it doesn't cover this. When we purchased the mower and told it had the warranty we were not given any paper work stating what it did and did not cover. The man (owner) said the receipt was the proof of warranty. After this discussion the man said he would call my husband back as if he was going to do something about it. Another week went by and heard nothing. As of today my husband finally got them to answer the phone and a lady said there is no oil in the mower and they weren't going to fix it. When it was brought in, and it first went out, the oil was full. I had two different people look at it and both stated that they thought it was odd the oil wasn't discolored because usually if the motor goes out it will discolor the oil and cause metal shavings in it. At this time the owner will not stand up to the agreement and fix the mower. We purchased it for $600 and now are out the money also.Desired Settlement: I would like my mower to be fixed as it had a warranty. If they will not fix I would like a refund of the cost of mower.

Business

Response:

To who it may concern;

We agree the customer bought this mower from us with a two year warranty on the engine. Warranty covers defects in materials and workman ship. It does not cover insufficent lubrication. The engine crank pin was gaulded and rod cap was broken and the top main bearing was also gaulded - sign of insufficent lubrication. The engine had fresh oil in it when it came in. We have been in business for 30 years and have qualified mechanics that work on these engines daily. The engine is still here and the customer can get a second opion from any small engine repair shop and I am sure he will get the same answer. If you need any more information please feel free to contact us.

Regards,

I81 Lawn and Garden Ctr Inc

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I had additional information on the ongoing complaint [redacted]. My husband tried to contact them to pick up the mower from their shop and they will not allow us to get it without us paying them $25. This was never stated until today's conversation with them. I had also never thought of this until my husband mentioned it today. When we originally heard from them and they said it needed a short block replaced and it was be roughly $600 and my husband mentioned the warranty they had asked us to bring in the receipt to see the warranty. When we took them the receipt the man said well this part wasn't covered and he would call us. It was a week after taking them that receipt, and never receiving a call, when they started saying there was no oil in it and they wouldn't fix it. The story has changed with them.

Sincerely,

Business

Response:

This is in response to the charges of $25.00 for examining the lawn mower of the consumers complaint. We had to tear the engine down to find out exactly what the problem was and also for working up an estimate . Seeing as how it was not a situation that warranty would pay for we bill for out time. Lack of lubrication is not a defect. Warranty covers defects in material and workman ship on anything you buy. Even if its a car that is what a warranty if for. If an ignition coil goes out in the warranty period that would be considered a defect. We tried to explain that to the customer with no success.

If there is anymore question please let me know.

Thank you,

I81 Lawn & Garden Ctr.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed

I still believe we have been taken advantage of from the day we purchased the mower. The Revdex.com has a copy of a so called warranty that doesn't even state covered and non covered issues. There was no discussion of a fee for them to even look at the mower. The oil was changed as we were told and kept up. Here we are trying to support our children and spend this much on a faulty mower. We were finally able to provide a home with a nice big yard for them to play in and now we can't even keep it up. I'm sure there is no empathy from a business that provides such poor customer service. We do not have the money to pay to even get a broken mower back. This is just pitiful that anyone would treat customers this way.

Regards,