Dixie Chopper has been in communication with Mr. [redacted] 3
times in the past month. After his request that we reimburse him for an
engine that he...
purchased via the internet and installed himself. Dixie Chopper
investigated his allegations of having issues and discovered that there
has never been a warranty claim submitted for any of the issues Mr. [redacted] has
stated. Upon conversation with Mr. [redacted], he acknowledged that the machine was
not returned to a Dixie Chopper dealer and that he had repaired the issues
himself by purchasing the necessary parts. The machine was purchased with our
standard commercial warranty 2yr parts and labor, 3rd year unlimited hours
parts only. The warranty ends at the end of the 3rd year if the machine excides
600 hours. 4th and 5th year is a parts only warranty if the machine has
less than 600 hours and there is a drive system (pumps, wheel motors) parts only warranty that is 5
years or 3000 hours which is what remains on Mr. [redacted]'s machine. There for the
machine has to be taken to an authorized Dixie Chopper dealer for any
warranty consideration. Mr. [redacted] has failed to take his machine to an
Authorized Dixie Chopper dealer for repairs. Mr. [redacted] not taking his machine to a Dixie Chopper dealer did not give Dixie Chopper an opportunity to determine if the issues were warrantable and if so facilitate the repair.In addition through email communication with Mr. [redacted], Dixie Chopper has requested documentation of the purchase of repair parts. Mr. [redacted] has provided Dixie Chopper with only a photo of a damaged motor. With documentation Dixie Chopper would consider and evaluated if any assistance would be possible.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The proposed solution of a full refund of the purchase price would be acceptable to me. However, as of today (31OCT2016), neither Dixie Chopper nor [redacted] has contacted me with such an offer. In fact, Dixie Chopper sent my lawyer an email that appears to be stalling for time. The email states that Bradley C[redacted] of Dixie Chopper had completed his review and that he had determined that the mower had been purchased from [redacted]....the dealer I mentioned in the opening paragraph of both my Revdex.com complaint and every complaint email I've sent to Dixie Chopper to date. I also know for a fact that Derek B[redacted], Lee H[redacted] and others in Mr. C[redacted]'s chain have been speaking directly with [redacted] on multiple occasions. Additionally, Mr. C[redacted] stated that he was waiting for a response from the dealer but the dealer has stated that their last conversation ended without a resolution and that he had to attempt to call Wes E[redacted] at Dixie Chopper to get something done. Admittedly, I do not know what is happening behind the scense because no one contacts me but it sounds like the two entities are at an impasse which shouldn't involve me. I am still without a working mower as I have been for most of the season and I have waited patienly many times over the past few months for a solution, a refund, or for someone to contact me with a solution.
Regards,
[redacted]
Dixie Chopper did experience a delay in receiving Mr. [redacted]s parts. however we have received the required parts and shipped them to the dealer. He have indeed setup minimum safety stocks for our service parts to ensure this does not happen again.
New Roman"; mso-bidi-theme-font: minor-bidi; mso-themecolor: dark2;">Dixie Chopper has reached out to Mr. [redacted] and his local Dixie Chopper
dealer after being contacted directly via email. Not receiving a return call
from Mr. [redacted], Dixie Chopper has discussed with the local dealer how to address the current issue as well as reimburse
the expense of the repair parts for the last repair for a cylinder head which should
have been covered by the warranty of the machine. Dixie Chopper will continue
to warrant failures as per our warranty policy within the term of the warranty.
Dixie Chopper will assure Mr. [redacted] that if a subsequent failure occurs of the
engine, Dixie Chopper will replace the Generac engine with a 36hp Vanguard at
no expense to Mr. [redacted] which will include a 3 year Parts and Labor warranty
of the engine from installation date to be administered by the engine
Manufacturer.
Dixie Chopper has made arrangements with Mr. [redacted] to resolve his issue with the seat on his Dixie Chopper machine. Mr. [redacted] was contacted by our Territory Manager and has agreed to accept a seat provided to him via the Territory Manager.
There was a backorder in the availability of the component needed to repair Mrs. [redacted]' machine. We expedited the delivery of the component and our records indicate it was delivered to the Servicing dealer on Aug.30th 2016.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response from Dixie Chopper was not about my complaint it was for someone else. I am not Ms. [redacted] and I have never heard of [redacted]. I am not asking for my money back I just want my mower fixed.
Regards,
[redacted]
Revdex.com:I have been in contact with Dixie Chopper this is correct,what they failed to mention is that I was in contact with the dealer and it was in the warranty period,I had not realized that that didnt follow up with Dixie chopper,and they have failed to mention that this dealer is not a dealer anymore,this machine has been nothing but problems since the day I purchased it,and nothing but problems.If the engine blowing was the only issue I would not be so disgusted but that topped it off for me,I have other commercial mowers with no issues,is there a lemon law on this type of equipment?I feel a monetary refund is more then fair,if they offered me a brand new machine in its place id reject it,im a small business and can not afford a loss of money and downtime that this machine has caused me.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Mr. [redacted]'s unit was at a dealership that could not determine the cause or correction to the performance issue it was experiencing. After being contacted by Mr. [redacted], the dealer was contacted by Dixie Chopper in an attempt to assist the diagnosis and repair of the issue. After approx. 7...
working days and little to no results Dixie Chopper Territory Manager [redacted] made contact with the customer and made arrangements for a more experienced dealership to diagnose and repair the issue with Mr. [redacted]'s machine. Mr. [redacted]'s machine was taken to the second dealer who repaired the unit. Once the machine was returned to Mr. [redacted], Dixie Chopper had been informed he operated it approx 45 minutes and the issue resurfaced. The machine has since went back to the second dealer and has been successfully repaired. It is Dixie Choppers understanding that the issue has been resolved and the machine is with Mr. [redacted] and operational.
Dixie Chopper is more than willing to assist in getting to a resolution between Ms. [redacted] and [redacted] ( Independent Dixie Chopper dealer) however Ms. [redacted] made the business transaction with [redacted] so any refund or return would need to be facilitated between the dealer and the customer. Dixie Chopper understands that the independent Dixie Chopper dealer has made 2 offers to the customer which they have refused being a upgraded replacement or selling the unit for the customer through their store front. Again Dixie Chopper is willing to participate in a resolution that the customer and dealership can work out.
Dixie Chopper is more than willing to assist in getting to a resolution between Ms. [redacted] and [redacted] ( Independent Dixie Chopper dealer) however Ms. [redacted] made the business transaction with [redacted] so any refund or return would need to be...
facilitated between the dealer and the customer. I understand that the independent Dixie Chopper dealer has made 2 offers to the customer which they have refused being a upgraded replacement or selling the unit for the customer through their store front. Again Dixie Chopper is willing to participate in a resolution that the customer and dealership can work out.
Dixie Chopper is diligently working with the local Dixie Chopper dealer [redacted] to make arrangements to get the machine returned to the dealer. The dealer will be reaching out to the customer with an offer to return the unit.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted] I am not satisfied at all with Dixie Chopper's response. I went back to the dealer, Joe [redacted], the day after I purchased the mower to do some tree work for him. I told him then that the machine didn't handle like a new machine. My mother drove it while she was in town and said that it does not handle smooth and she has used these for years. The main comparison on the machine though, is the fact that I went to another Dixie Chopper dealer and drove a brand new model, just like mine, and it operated completely different....not based at all on what my mother thought when she drove this one. No one ever told Joe that this machine is being compared to my mothers. Joe [redacted] is trying to downplay the fact that this machine does not run properly. Joe [redacted] never told me to return my mower to him for repairs. He told me to just contact Dixie Chopper and that they can handle it. The company, Dixie Chopper, says that they don't have any record of phone messages. For a company selling very expensive products, it's hard to believe that you can't get a call or email back from them. That is very poor service and to say that the email went to an idle account is unacceptable. I tried to get this issue resolved with Joe [redacted] and Dixie Chopper since the day after I purchased it. It's interesting that I couldn't talk to a person within the company when this issue first started. Joe [redacted] knowingly sold me a lemon....a machine that he had been taking parts off of to put onto others. (told to me by him) Obviously there is a warranty on this mower, but I shouldn't have to be having repairs done on what was sold as a brand new machine. Joe [redacted] told me that I had 30 days to return the mower. I tried talking to him about returning it since the day after I bought it. Like I said, I was told to contact Dixie Chopper, who never bothered to get back to me. I want Joe [redacted] to honor what he told me from the beginning, that I could return it within 30 days. (which I tried to do, repeatedly) I have now made 2 payments on this mower that I am completely dissatisfied with and am just now getting a response from them and only because I took it to the Revdex.com.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I don't want another Dixie Chopper mower. I have had enough trouble with this one ..thank you very much.. WHY would I want another more expensive one? For now I have brought it home and will use it .. hoping that what ever goes wrong with it will be within the 3 year warranty time frame.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the...
response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I reject Dixie because they have give the runaround every time I talk with then , I have call [redacted] twice and email once in the last two weeks and he won't even return a call or email , I have been talking with Dixie sense 6/2/16 and the dealer sense October 2015 trying to get this mower repair. They have replace the transaxle two times I know of with new transaxle and they were both bad I can't trust this mower even if it ever gets repair ,witch it's still in the shop. It's been there sense June this year they did the recall October of 2015 I return it and they said they fix it , so I put it in storage got it out in spring and it still slip mowed with it twice while Dixie made up there mind to fix it. It got to unsafe to operate so I took it to the dealer back in June and its stil there. I have been out a lot of money getting my grass now. This mower work great before they did the recall. I want a new mower or a refund l am out almost $10,000 for a mower I can't use because Dixie broke it. Thanks [redacted]
Regards,
[redacted]
Dixie Chopper has asked the Territory Manager to work with the dealership to gather more information and determine a resolution for Ms. [redacted]
Territory Manager Andy R[redacted] spoke to [redacted] the morning of July 8th on the matter. He stated he knew his customer was upset about the
product but she has not requested a trade
in or return so that discussion has not happened. He stated he will call
the customer this morning and offer to trade in the mower for another unit if she
is not opposed to another Dixie Chopper. He stated she has had some
issues but he would not call the mower a lemon at this point. Here are
the details:
Mower was purchased August 2015
September 2nd 2015-Taken in for problems- Found water in fuel and
cleaned the carb. Not a warrantable issue
Sept 22nd 2015-Taken in for Belt problems-resolved
April 2016-In for routine service-no issues
May 2016- Belt issues-Fixed and returned to customer.
[redacted] did mention that besides
cutting her own lawn the customer has a couple other properties she cuts. This is a residential mower and has no commercial warranty.
[redacted] was not sure how many hours are on the unit. He also stated that
this was the mower that was in her price range when discussing product and
budget.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I would LOVE to get this refund and be done with this mess tomorrow (11/4/2016) but Dixie Chopper appears to be misleading. I spoke with Eric at [redacted] today. We walked around the store asking if anyone had spoken with Dixie Chopper. No one at [redacted] has spoken with Dixie Chopper since Eric spoke with Derek B[redacted] about 1.5 weeks ago (if I remember correctly - don't quote me). According to Eric, the conversation with Derek was not an negotiation nor was it an offer and the conversation was guarded in nature. That said, we noticed that Dixie Chopper had finally approved [redacted]' warranty claims on the machine.
Regards,
[redacted]
Dixie Chopper has been in communication with Mr. [redacted] 3
times in the past month. After his request that we reimburse him for an
engine that he...
purchased via the internet and installed himself. Dixie Chopper
investigated his allegations of having issues and discovered that there
has never been a warranty claim submitted for any of the issues Mr. [redacted] has
stated. Upon conversation with Mr. [redacted], he acknowledged that the machine was
not returned to a Dixie Chopper dealer and that he had repaired the issues
himself by purchasing the necessary parts. The machine was purchased with our
standard commercial warranty 2yr parts and labor, 3rd year unlimited hours
parts only. The warranty ends at the end of the 3rd year if the machine excides
600 hours. 4th and 5th year is a parts only warranty if the machine has
less than 600 hours and there is a drive system (pumps, wheel motors) parts only warranty that is 5
years or 3000 hours which is what remains on Mr. [redacted]'s machine. There for the
machine has to be taken to an authorized Dixie Chopper dealer for any
warranty consideration. Mr. [redacted] has failed to take his machine to an
Authorized Dixie Chopper dealer for repairs. Mr. [redacted] not taking his machine to a Dixie Chopper dealer did not give Dixie Chopper an opportunity to determine if the issues were warrantable and if so facilitate the repair.In addition through email communication with Mr. [redacted], Dixie Chopper has requested documentation of the purchase of repair parts. Mr. [redacted] has provided Dixie Chopper with only a photo of a damaged motor. With documentation Dixie Chopper would consider and evaluated if any assistance would be possible.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The proposed solution of a full refund of the purchase price would be acceptable to me. However, as of today (31OCT2016), neither Dixie Chopper nor [redacted] has contacted me with such an offer. In fact, Dixie Chopper sent my lawyer an email that appears to be stalling for time. The email states that Bradley C[redacted] of Dixie Chopper had completed his review and that he had determined that the mower had been purchased from [redacted]....the dealer I mentioned in the opening paragraph of both my Revdex.com complaint and every complaint email I've sent to Dixie Chopper to date. I also know for a fact that Derek B[redacted], Lee H[redacted] and others in Mr. C[redacted]'s chain have been speaking directly with [redacted] on multiple occasions. Additionally, Mr. C[redacted] stated that he was waiting for a response from the dealer but the dealer has stated that their last conversation ended without a resolution and that he had to attempt to call Wes E[redacted] at Dixie Chopper to get something done. Admittedly, I do not know what is happening behind the scense because no one contacts me but it sounds like the two entities are at an impasse which shouldn't involve me. I am still without a working mower as I have been for most of the season and I have waited patienly many times over the past few months for a solution, a refund, or for someone to contact me with a solution.
Regards,
[redacted]
Dixie Chopper did experience a delay in receiving Mr. [redacted]s parts. however we have received the required parts and shipped them to the dealer. He have indeed setup minimum safety stocks for our service parts to ensure this does not happen again.
New Roman"; mso-bidi-theme-font: minor-bidi; mso-themecolor: dark2;">Dixie Chopper has reached out to Mr. [redacted] and his local Dixie Chopper
dealer after being contacted directly via email. Not receiving a return call
from Mr. [redacted], Dixie Chopper has discussed with the local dealer how to address the current issue as well as reimburse
the expense of the repair parts for the last repair for a cylinder head which should
have been covered by the warranty of the machine. Dixie Chopper will continue
to warrant failures as per our warranty policy within the term of the warranty.
Dixie Chopper will assure Mr. [redacted] that if a subsequent failure occurs of the
engine, Dixie Chopper will replace the Generac engine with a 36hp Vanguard at
no expense to Mr. [redacted] which will include a 3 year Parts and Labor warranty
of the engine from installation date to be administered by the engine
Manufacturer.
Dixie Chopper has made arrangements with Mr. [redacted] to resolve his issue with the seat on his Dixie Chopper machine. Mr. [redacted] was contacted by our Territory Manager and has agreed to accept a seat provided to him via the Territory Manager.
There was a backorder in the availability of the component needed to repair Mrs. [redacted]' machine. We expedited the delivery of the component and our records indicate it was delivered to the Servicing dealer on Aug.30th 2016.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response from Dixie Chopper was not about my complaint it was for someone else. I am not Ms. [redacted] and I have never heard of [redacted]. I am not asking for my money back I just want my mower fixed.
Regards,
[redacted]
Revdex.com:I have been in contact with Dixie Chopper this is correct,what they failed to mention is that I was in contact with the dealer and it was in the warranty period,I had not realized that that didnt follow up with Dixie chopper,and they have failed to mention that this dealer is not a dealer anymore,this machine has been nothing but problems since the day I purchased it,and nothing but problems.If the engine blowing was the only issue I would not be so disgusted but that topped it off for me,I have other commercial mowers with no issues,is there a lemon law on this type of equipment?I feel a monetary refund is more then fair,if they offered me a brand new machine in its place id reject it,im a small business and can not afford a loss of money and downtime that this machine has caused me.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Mr. [redacted]'s unit was at a dealership that could not determine the cause or correction to the performance issue it was experiencing. After being contacted by Mr. [redacted], the dealer was contacted by Dixie Chopper in an attempt to assist the diagnosis and repair of the issue. After approx. 7...
working days and little to no results Dixie Chopper Territory Manager [redacted] made contact with the customer and made arrangements for a more experienced dealership to diagnose and repair the issue with Mr. [redacted]'s machine. Mr. [redacted]'s machine was taken to the second dealer who repaired the unit. Once the machine was returned to Mr. [redacted], Dixie Chopper had been informed he operated it approx 45 minutes and the issue resurfaced. The machine has since went back to the second dealer and has been successfully repaired. It is Dixie Choppers understanding that the issue has been resolved and the machine is with Mr. [redacted] and operational.
Dixie Chopper is more than willing to assist in getting to a resolution between Ms. [redacted] and [redacted] ( Independent Dixie Chopper dealer) however Ms. [redacted] made the business transaction with [redacted] so any refund or return would need to be facilitated between the dealer and the customer. Dixie Chopper understands that the independent Dixie Chopper dealer has made 2 offers to the customer which they have refused being a upgraded replacement or selling the unit for the customer through their store front. Again Dixie Chopper is willing to participate in a resolution that the customer and dealership can work out.
Dixie Chopper is more than willing to assist in getting to a resolution between Ms. [redacted] and [redacted] ( Independent Dixie Chopper dealer) however Ms. [redacted] made the business transaction with [redacted] so any refund or return would need to be...
facilitated between the dealer and the customer. I understand that the independent Dixie Chopper dealer has made 2 offers to the customer which they have refused being a upgraded replacement or selling the unit for the customer through their store front. Again Dixie Chopper is willing to participate in a resolution that the customer and dealership can work out.
Dixie Chopper is diligently working with the local Dixie Chopper dealer [redacted] to make arrangements to get the machine returned to the dealer. The dealer will be reaching out to the customer with an offer to return the unit.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted] I am not satisfied at all with Dixie Chopper's response. I went back to the dealer, Joe [redacted], the day after I purchased the mower to do some tree work for him. I told him then that the machine didn't handle like a new machine. My mother drove it while she was in town and said that it does not handle smooth and she has used these for years. The main comparison on the machine though, is the fact that I went to another Dixie Chopper dealer and drove a brand new model, just like mine, and it operated completely different....not based at all on what my mother thought when she drove this one. No one ever told Joe that this machine is being compared to my mothers. Joe [redacted] is trying to downplay the fact that this machine does not run properly. Joe [redacted] never told me to return my mower to him for repairs. He told me to just contact Dixie Chopper and that they can handle it. The company, Dixie Chopper, says that they don't have any record of phone messages. For a company selling very expensive products, it's hard to believe that you can't get a call or email back from them. That is very poor service and to say that the email went to an idle account is unacceptable. I tried to get this issue resolved with Joe [redacted] and Dixie Chopper since the day after I purchased it. It's interesting that I couldn't talk to a person within the company when this issue first started. Joe [redacted] knowingly sold me a lemon....a machine that he had been taking parts off of to put onto others. (told to me by him) Obviously there is a warranty on this mower, but I shouldn't have to be having repairs done on what was sold as a brand new machine. Joe [redacted] told me that I had 30 days to return the mower. I tried talking to him about returning it since the day after I bought it. Like I said, I was told to contact Dixie Chopper, who never bothered to get back to me. I want Joe [redacted] to honor what he told me from the beginning, that I could return it within 30 days. (which I tried to do, repeatedly) I have now made 2 payments on this mower that I am completely dissatisfied with and am just now getting a response from them and only because I took it to the Revdex.com.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I don't want another Dixie Chopper mower. I have had enough trouble with this one ..thank you very much.. WHY would I want another more expensive one? For now I have brought it home and will use it .. hoping that what ever goes wrong with it will be within the 3 year warranty time frame.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the...
response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I reject Dixie because they have give the runaround every time I talk with then , I have call [redacted] twice and email once in the last two weeks and he won't even return a call or email , I have been talking with Dixie sense 6/2/16 and the dealer sense October 2015 trying to get this mower repair. They have replace the transaxle two times I know of with new transaxle and they were both bad I can't trust this mower even if it ever gets repair ,witch it's still in the shop. It's been there sense June this year they did the recall October of 2015 I return it and they said they fix it , so I put it in storage got it out in spring and it still slip mowed with it twice while Dixie made up there mind to fix it. It got to unsafe to operate so I took it to the dealer back in June and its stil there. I have been out a lot of money getting my grass now. This mower work great before they did the recall. I want a new mower or a refund l am out almost $10,000 for a mower I can't use because Dixie broke it. Thanks [redacted]
Regards,
[redacted]
...
Dixie Chopper has asked the Territory Manager to work with the dealership to gather more information and determine a resolution for Ms. [redacted]
Territory Manager Andy R[redacted] spoke to [redacted] the morning of July 8th on the matter. He stated he knew his customer was upset about the
product but she has not requested a trade
in or return so that discussion has not happened. He stated he will call
the customer this morning and offer to trade in the mower for another unit if she
is not opposed to another Dixie Chopper. He stated she has had some
issues but he would not call the mower a lemon at this point. Here are
the details:
Mower was purchased August 2015
September 2nd 2015-Taken in for problems- Found water in fuel and
cleaned the carb. Not a warrantable issue
Sept 22nd 2015-Taken in for Belt problems-resolved
April 2016-In for routine service-no issues
May 2016- Belt issues-Fixed and returned to customer.
[redacted] did mention that besides
cutting her own lawn the customer has a couple other properties she cuts. This is a residential mower and has no commercial warranty.
[redacted] was not sure how many hours are on the unit. He also stated that
this was the mower that was in her price range when discussing product and
budget.
Dixie Chopper is currently working with the local dealer and Territory Manager to determine an offer of resolution with Mr. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I would LOVE to get this refund and be done with this mess tomorrow (11/4/2016) but Dixie Chopper appears to be misleading. I spoke with Eric at [redacted] today. We walked around the store asking if anyone had spoken with Dixie Chopper. No one at [redacted] has spoken with Dixie Chopper since Eric spoke with Derek B[redacted] about 1.5 weeks ago (if I remember correctly - don't quote me). According to Eric, the conversation with Derek was not an negotiation nor was it an offer and the conversation was guarded in nature. That said, we noticed that Dixie Chopper had finally approved [redacted]' warranty claims on the machine.
Regards,
[redacted]