Lanham Cycle/Turf Equipment

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I paid the amount of a $125.00 to get mower fix but not fix yet sum up as begin a defective part on the mower where fuel is not getting to the carburetor  start the lawn mower took it back on July 30,2014 for the fourth time.
Regards,
[redacted]

I called the complainant to ask if the he had received the law mower and was it working properly.  He said he got it back today and the he cut the grass with it and it seemed to be working fine.  I explained that the complaint will be closed as resolved.  He was frustrated because I explained that I could not leave the complaint open until he cut his grass five or six more times.  He said okay and hung up.

July 18, 2014
This is in response to the complaint filed by [redacted]. We will address his concerns below :[redacted] did purchase his [redacted] lawnmower at Lanham Cycle and Turf on August 14, 2013. On June 20, 2014, the customer brought his lawnmower in and stated that it would start...

but would not stay running, and he claimed it was a warranty issue, but he wanted a full refund for the lawnmower. We informed the customer that that issue would not be a warranty claim, as it is a fuel issue which is not covered by warranty. We also informed the customer that the warranty coverage does not extend to a full refund of the lawnmower. We informed the customer that we would require a $75 deposit which would cover the diagnostic fee and/or a deposit for the repair to clean out the fuel system if he ultimately chose to have the lawnmower repaired. Despite the fact that the customer kept insisting that it was a warranty issue, he left the deposit for the repair.Because the customer was adamant that he should not have to pay a diagnostic fee for a warranty issue, we contacted the customer the next day, June 21, to again attempt to explain why it was not a warranty issue. Since he kept insisting that we could not charge a diagnostic fee for a warranty issue, we informed the customer that we would pull the mower out of the repair line and he could come in and pick it up and we would refund his $75. The customer then advised that he was contacting [redacted] because he did not want to pay for the repair and, in addition, he wanted a full refund for the lawnmower.I would like to add that the employees who spoke to the customer have worked at the business in excess of 15 years and based on that experience, they are able to identify initial repair issues with outdoor power equipment, such as ethanol fuel starting issues.
A few days later, we were contacted by a representative of [redacted]. At his request, we provided fuel samples for [redacted]’s inspection. Based on that inspection, [redacted] determined that the repair issue was not a warranty issue, and [redacted] closed its case. As Lanham Cycle & Turf is an authorized [redacted] dealer, we cannot authorize warranty work for repair issues that are not within the scope of [redacted]’s warranty coverage, such as contaminated fuel as a result of ethanol.After [redacted]’s determination, we once again contacted the customer and asked him what he wanted us to do with his lawnmower. At this point, we were still willing to refund the customer's $75 if he wanted to pick up the lawnmower without repair. The customer stated he wanted the lawnmower fixed. We gave the customer an estimate for the repair cost and the customer authorized the repair.We hope this addresses your interest in this matter.Sincerely,Lanham Cycle and Turf

Review: Purchase a Lawn mower in Aug 2013 from this dealership and the name of the lawn mover is an [redacted] with a two year warranty with parts/ labor and the owner do have to pay for a diagnostic fee according to the warranty from [redacted]. Cycle and Turf charge me $75.00 for diagnosising the issue and want me to pay for repairs in which they compromised the warranty contract. I contacted [redacted] and they basically saying the same, so I am requesting a full refund due to compromising of contract agreement of the amount of 486.00 including price of mover and $75.00 for diagnostic test.Desired Settlement: Full refund.

Business

Response:

July 18, 2014This is in response to the complaint filed by [redacted]. We will address his concerns below :[redacted] did purchase his [redacted] lawnmower at Lanham Cycle and Turf on August 14, 2013. On June 20, 2014, the customer brought his lawnmower in and stated that it would start but would not stay running, and he claimed it was a warranty issue, but he wanted a full refund for the lawnmower. We informed the customer that that issue would not be a warranty claim, as it is a fuel issue which is not covered by warranty. We also informed the customer that the warranty coverage does not extend to a full refund of the lawnmower. We informed the customer that we would require a $75 deposit which would cover the diagnostic fee and/or a deposit for the repair to clean out the fuel system if he ultimately chose to have the lawnmower repaired. Despite the fact that the customer kept insisting that it was a warranty issue, he left the deposit for the repair.Because the customer was adamant that he should not have to pay a diagnostic fee for a warranty issue, we contacted the customer the next day, June 21, to again attempt to explain why it was not a warranty issue. Since he kept insisting that we could not charge a diagnostic fee for a warranty issue, we informed the customer that we would pull the mower out of the repair line and he could come in and pick it up and we would refund his $75. The customer then advised that he was contacting [redacted] because he did not want to pay for the repair and, in addition, he wanted a full refund for the lawnmower.I would like to add that the employees who spoke to the customer have worked at the business in excess of 15 years and based on that experience, they are able to identify initial repair issues with outdoor power equipment, such as ethanol fuel starting issues.A few days later, we were contacted by a representative of [redacted]. At his request, we provided fuel samples for [redacted]’s inspection. Based on that inspection, [redacted] determined that the repair issue was not a warranty issue, and [redacted] closed its case. As Lanham Cycle & Turf is an authorized [redacted] dealer, we cannot authorize warranty work for repair issues that are not within the scope of [redacted]’s warranty coverage, such as contaminated fuel as a result of ethanol.After [redacted]’s determination, we once again contacted the customer and asked him what he wanted us to do with his lawnmower. At this point, we were still willing to refund the customer's $75 if he wanted to pick up the lawnmower without repair. The customer stated he wanted the lawnmower fixed. We gave the customer an estimate for the repair cost and the customer authorized the repair.We hope this addresses your interest in this matter.Sincerely,Lanham Cycle and Turf

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:I paid the amount of a $125.00 to get mower fix but not fix yet sum up as begin a defective part on the mower where fuel is not getting to the carburetor start the lawn mower took it back on July 30,2014 for the fourth time.

Regards,

Consumer

Response:

I called the complainant to ask if the he had received the law mower and was it working properly. He said he got it back today and the he cut the grass with it and it seemed to be working fine. I explained that the complaint will be closed as resolved. He was frustrated because I explained that I could not leave the complaint open until he cut his grass five or six more times. He said okay and hung up.