Lawn & Mower Doc LLC

The customer brought in his mower for a tune-up Our Tune-Ups do not repair any run issues It is only maintenance which consists of oil change, sharpen blade, and replacing plug and air filter When the customer picks up mower we start and run the mower to ensure that it is running and there are no leaks And there was no sign of a gas leak at the time the customer picked-up.The customer stated he used the mower, shut-off, and went to go restart it He noticed fuel coming out of the air filter We explained to him, since it has nothing to do with a Tuand that there will be an additional charge to get this issue fixed We also explained that if he needed us to pithere is a $piand delivery fee The customer became upset and was yelling and cursing over the phone so our Office Manager hung up on him These are possible reasons why he has a fuel leak, debris from his fuel tank or carburetor can get stuck in the needle & seat valve or the needle & seat valve is defective

Complaint: [redacted] I am rejecting this response because: When I brought trimmer in for repair it was operable and worked other than stalling out on occasion When I brought the trimmer home the trimmer did not operate at all The company / repairman ended up breaking the trimmer At the very least I should be entitled to a refund of the $ I placed my trust in this company to fix subject trimmer, or at the least to have trimmer be operational as before - I am very disappointed in their quality of work Sincerely, [redacted] ***

The craftsman mower was dropped off under Sears warranty for an oil leak. We diagnosed her mower and it needed to have the valve cover, valve gasket, air filter, spark plug replaced, and add oil to it. Under Sears Warranty the air filter and spark plug are not covered. The list
price of non-covered parts is retrieved from the Sears website. The air filter is $(plus tax) and the spark plug is $(plus tax). We contacted the customer to let her know that she would be responsible for an air filter and plug (plus tax) in the amount of $25.61. She said to go ahead and needed her mower back as soon as possible. The reason they needed to be replaced was because the air filter was dirty and spark plug was fouled outAt the time of pick-up, she stated that she never agreed to pay that amount. We then offered to give her a refund of $but we need to remove the new air filter and plug. And could not guarantee that her mower would run correctly without them being replaced. We did not say she could not get her lawn mower back. She said no forget it and that she would never be back again

The customer brought in his mower for a tune-up.  Our Tune-Ups do not repair any run issues.  It is only maintenance which consists of oil change, sharpen blade, and replacing plug and air filter.  When the customer picks up mower we start and run the mower to ensure that it is...

running and there are no leaks.  And there was no sign of a gas leak at the time the customer picked-up.The customer stated he used the mower, shut-off, and went to go restart it.  He noticed fuel coming out of the air filter.  We explained to him, since it has nothing to do with a Tune-up and that there will be an additional charge to get this issue fixed.  We also explained that if he needed us to pick-up there is a $50.00 pick-up and delivery fee.  The customer became upset and was yelling and cursing over the phone so our Office Manager hung up on him.  These are possible reasons why he has a fuel leak, debris from his fuel tank or carburetor can get stuck in the needle & seat valve or the needle & seat valve is defective.

Complaint: [redacted]
I am rejecting this response because:  When I brought trimmer in for repair it was operable and worked other than stalling out on occasion.  When I brought the trimmer home the trimmer did not operate at all.  The company / repairman ended up...

breaking the trimmer.  At the very least I should be entitled to a refund of the $20.50.  I placed my trust in this company to fix subject trimmer, or at the least to have trimmer be operational as before - I am very disappointed in their quality of work.  
Sincerely,
[redacted]

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