Kohler Equipment

October 6, [redacted] ***.I am responding to complaint ID [redacted] It is accurate that [redacted] brought his blower in for repairThe timeframe for repair and his return is accurateThe price charge is accurateWhen the blower was picked up, the unit was in running condition or we simply would not have released the unitThe complaint when it was brought in the first time was that it would run and shut offOur mechanic found dirty fuel, a cracked fuel line, dirty air and fuel filterThis is nothing out of the ordinary Fuel tank was cleaned, fillers replaced and carburetor adjustedWe charged for the parts and hour of labor (hourly rate is 84.00) When [redacted] brought the blower back it would not start at allWhen we tore the unit down to find the problem, we found that the keyway on the flywheel had sheared, this will make it so the machine will not start at allThis was not the case when the unit left our facilityIt may be that it was partially sheared, we found other problems and when they were addressed the unit ran fine temporarilyI offered to [redacted] the second repair charging our cost for the additional part and no labor chargeThis seemed like a fair way to handle the situation as, no one was really at fault [redacted] is clearly not being asked to pay for the same work twice, and we obviously did not see the flywheel problem the first time around or we would have replaced it then.Sincerely.Mary H

October 6, 2014
[redacted].I am responding to complaint ID [redacted]. It is accurate that [redacted] brought his blower in for repair. The timeframe for repair and his return is accurate. The price charge is accurate. When the blower was picked up, the unit was in running...

condition or we simply would not have released the unit. The complaint when it was brought in the first time was that it would run and shut off. Our mechanic found dirty fuel, a cracked fuel line, dirty air and fuel filter. This is nothing out of the ordinary.  Fuel tank was cleaned, fillers replaced and carburetor adjusted. We charged for the parts and 7 hour of labor (hourly rate is 84.00) When [redacted] brought the blower back it would not start at all. When we tore the unit down to find the problem, we found that the keyway on the flywheel had sheared, this will make it so the machine will not start at all. This was not the case when the unit left our facility. It may be that it was partially sheared, we found other problems and when they were addressed the unit ran fine temporarily. I offered to [redacted] the second repair charging our cost for the additional part and no labor charge. This seemed like a fair way to handle the situation as, no one was really at fault. [redacted] is clearly not being asked to pay for the same work twice, and we obviously did not see the flywheel problem the first time around or we would have replaced it then.Sincerely.Mary H

Review: On or about 8/14, 15, 2014, I took to the store an [redacted] Blower for repair. Service personnel informed me that the blower would be ready for pick up in a week or two, and that they would call me when the blower was ready. They never called. I called them on 8/29/2014, and they said the blower was ready for pick-up. I went to pick up the blower on 8/29, they charged me $66.65. When I got the blower home, it didn't work and was leaking gasoline. I took the blower back on 9/2/2014, as 9/1/2014 was a holiday and they were closed. When I presented the blower to the service person and informed them that the blower didn't work, the service person took the blower, and tried to start it. It would not start. They issued me another claim ticket and told me they would call when it is ready for pick up. On 9/8, I received a call from Kohler, they said the blower was ready for pick up. When I arrived to pick up the blower, they tried to charge me $44.00 and some change. The problem is that Kohler wants to charge me twice for work they didn't do the first time. And informed me that unless I paid the $44.00 and some change, I could not get my blower back.

.Desired Settlement: I have already paid for a repair they didn't do the first time, ($66.65). I want my blower back in working condition.

Business

Response:

October 6, 2014[redacted].I am responding to complaint ID [redacted]. It is accurate that [redacted] brought his blower in for repair. The timeframe for repair and his return is accurate. The price charge is accurate. When the blower was picked up, the unit was in running condition or we simply would not have released the unit. The complaint when it was brought in the first time was that it would run and shut off. Our mechanic found dirty fuel, a cracked fuel line, dirty air and fuel filter. This is nothing out of the ordinary. Fuel tank was cleaned, fillers replaced and carburetor adjusted. We charged for the parts and 7 hour of labor (hourly rate is 84.00) When [redacted] brought the blower back it would not start at all. When we tore the unit down to find the problem, we found that the keyway on the flywheel had sheared, this will make it so the machine will not start at all. This was not the case when the unit left our facility. It may be that it was partially sheared, we found other problems and when they were addressed the unit ran fine temporarily. I offered to [redacted] the second repair charging our cost for the additional part and no labor charge. This seemed like a fair way to handle the situation as, no one was really at fault. [redacted] is clearly not being asked to pay for the same work twice, and we obviously did not see the flywheel problem the first time around or we would have replaced it then.Sincerely.Mary H