M & S ooutdoor power equipment

Date: 6/8/15In reference to complaint # [redacted] : Second Response.All the gas was removed from the BTunit and we replaced it with [redacted] 50:premix fuel.We never discussed debris or “chunks" in the fuelVarnish was coating the inside of the carburetor and also found traces of moisture.The gas shown to the customer came from the gas tank of the BTblower, before replacing it with fresh fuel.The unit had an E-spark plug installedThis is not a plug from the manufacturerThis is an aftermarket plug [redacted] used [redacted] or [redacted] branded plugsThis is why the plug was replaced and the customer's new plug was returned to him.The cleaned carburetor is on the unitIt was not replaced, only rebuiltThe carburetor the customer is looking for can be found on his BT150.According to [redacted] dealership locator, [redacted] in Weatherly, PA, is miles closer than our dealership using the customers zip code.Enclosed please find a copy of the Service Order # [redacted] signed by the customerThe Service Order explains the [redacted] spark plug, the rebuilt carburetor and fuel issues.We feel based on the above comments; no corrective action is warranted towards M & S Outdoor Power.Thank you!

Date: 6/4/45In reference to complaint # [redacted] The unit in question was not purchased from M & S Outdoor PowerUnfortunately we have no responsibility in demonstrating how the unit performs since it was not purchased directly at M & SAs per [redacted] 's Limited Warranty (see enclosed warranty statement), it states multiple times that “stale fuel” is not covered [redacted] includes a maintenance schedule with all unitsThe maintenance schedule states that the fuel tank should be cleaned monthly When using Ethanol fuel, all stabilizers must be ethanol effectiveThe state of Pennsylvania requires all stations to post the ethanol content at the pump (see enclosure)Our local stations in Tamaqua, PA have ethanol content postedAll these issues are addressed when purchased directly from our [redacted] dealershipSince it was purchased elsewhere, we did not have the opportunity to explain the unitWe feel based on the above comments, no corrective action is warranted towards M & S Outdoor PowerThank you!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: The repair shop (M & S Outdoor Repair) showed me a small sample of gasoline that they said they took from the *** ***, and it was loaded with black debris and solid material. When I returned home I checked the gasoline in the tank of the *** leaf blower and it was crystal clear and had absolutely no solid material in it. I also checked the gas can where the gas was being stored, and it too was crystal clear with no chunks. I don't know where the gas they showed me came from, but it could not have come from the gas container on the leaf blower. M & S Repair clearly should have repaired the ** *** under the conditions of the Warranty. They replaced a brand new spark plug I had installed by another vendor of the ***, they admitted the error, and they did return my new spark plug that they had removed from the machine. I never saw the carborater they cleaned, they brought out parts that they claimed came from the dirty carborater but given the type of shoddy workmanship and poor professionalism and poor business practices they have I have my doubts that they came from my carberator. I was forced to use them because they are the closest *** Warranty repair shop near me. I will never use them again.
Regards,
*** ***

Date: 6/8/In reference to complaint #***: Second ResponseAll the gas was removed from the BTunit and we replaced it with *** 50:premix fuelWe never discussed debris or “chunks" in the fuelVarnish was coating the inside of the carburetor and also found traces of moisture.The gas shown to the customer came from the gas tank of the BTblower, before replacing it with fresh fuelThe unit had an E-spark plug installedThis is not a plug from the manufacturerThis is an aftermarket plug*** used *** or *** branded plugsThis is why the plug was replaced and the customer's new plug was returned to himThe cleaned carburetor is on the unitIt was not replaced, only rebuiltThe carburetor the customer is looking for can be found on his BT150.According to *** dealership locator, ** *** *** in Weatherly, PA, is miles closer than our dealership using the customers zip code.Enclosed please find a copy of the Service Order #*** signed by the customerThe Service Order explains the *** spark plug, the rebuilt carburetor and fuel issuesWe feel based on the above comments; no corrective action is warranted towards M & S Outdoor Power.Thank you!

[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:
The [redacted] 150bt blower
Repair the unit was purchased/received in mid-December 2014, and it stopped starting after only four months of intermittent use. 
The unit was brought in to M & S Outdoor Power Equipment on 4/16/2015, and was repaired/received on 5/12/2015.  
Background:  I purchased the [redacted] backpack blower on November 28, 2014,
and received it in mid-December 2014.  In
April 2015, I was unable to start the unit and had to bring it in to a
[redacted] repair facility for Warranty Service. 
I brought the unit into M & S Outdoor Power Equipment (in Tamaqua,
PA) on 4/16/2015.  They told me the fuel
I put in the unit was bad (they said it was Rancid), and it fouled the
carburetor (which had to be cleaned by them). 
They also replaced the spark plug.
I told them the spark plug was new, since the unit would not start I
went out and bought a new spark plug from [redacted] (they carry the unit).  I also had written this information down on
their service order repair form.  M &
S did refund the cost of the spark plug after I told them again that the spark
plug was brand new.
I told them that the gas I added to the fuel tank was new, and that I
had added [redacted] fuel additive to the gas since the blower would not start. M & S personnel said that gas has Ethanol
in it and that the [redacted] I purchased would not remove the Ethanol.  I was never informed that gasoline purchased
at the service station had Ethanol in it, nor was I ever informed that Ethanol
needed to be removed from the gasoline I purchased when adding it to the [redacted]
blower.  M &
S said was not covered under warranty.
I am very unhappy with my [redacted] blower because it failed to
start after owning it for only four months, and also because I was charged for
“out of warranty” parts and labor, when I believe that in my opinion it most
certainly should have been covered under the warranty.  I am very disappointed with the
[redacted] company and belive I should be reimbursed for the cost of the work done on a new
blower, as well as the cost (and time) involved with going 20 miles back and
forth to Tamaqua from Lehighton, PA (four gallons of gas and my time).  M & S's justification for charging me for the repair work is unjustified and unsubstantiated, and is a ploy to attempt to weasel out of performing the required repair under the conditions of the warranty.

Date: 6/4/45In reference to complaint #[redacted].1. The unit in question was not purchased from M & S Outdoor Power. Unfortunately we have no responsibility in demonstrating how the unit performs since it was not purchased directly at M & S.
2. As per [redacted]'s Limited...

Warranty (see enclosed warranty statement), it states multiple times that “stale fuel” is not covered.3. [redacted] includes a maintenance schedule with all units. The maintenance schedule states that the fuel tank should be cleaned monthly. 
4. When using Ethanol fuel, all stabilizers must be ethanol effective.
5. The state of Pennsylvania requires all stations to post the ethanol content at the pump (see enclosure). Our local stations in Tamaqua, PA have ethanol content posted.
6. All these issues are addressed when purchased directly from our [redacted] dealership. Since it was purchased elsewhere, we did not have the opportunity to explain the unit.
7. We feel based on the above comments, no corrective action is warranted towards M & S Outdoor Power.
Thank you!

Date: 6/4/45In reference to complaint #[redacted].1. The unit in question was not purchased from M & S Outdoor Power. Unfortunately we have no responsibility in demonstrating how the unit performs since it was not purchased directly at M & S.2. As per [redacted]'s Limited Warranty (see...

enclosed warranty statement), it states multiple times that “stale fuel” is not covered.3. [redacted] includes a maintenance schedule with all units. The maintenance schedule states that the fuel tank should be cleaned monthly. 4. When using Ethanol fuel, all stabilizers must be ethanol effective.5. The state of Pennsylvania requires all stations to post the ethanol content at the pump (see enclosure). Our local stations in Tamaqua, PA have ethanol content posted.6. All these issues are addressed when purchased directly from our [redacted] dealership. Since it was purchased elsewhere, we did not have the opportunity to explain the unit.7. We feel based on the above comments, no corrective action is warranted towards M & S Outdoor Power.Thank you!

[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:
The [redacted] 150bt blower
Repair the unit was purchased/received in mid-December 2014, and it stopped starting after only four months of intermittent use.  The unit was brought in to M & S Outdoor Power Equipment on 4/16/2015, and was repaired/received on 5/12/2015.  Background:  I purchased the [redacted] backpack blower on November 28, 2014,
and received it in mid-December 2014.  In
April 2015, I was unable to start the unit and had to bring it in to a
[redacted] repair facility for Warranty Service. 
I brought the unit into M & S Outdoor Power Equipment (in Tamaqua,
PA) on 4/16/2015.  They told me the fuel
I put in the unit was bad (they said it was Rancid), and it fouled the
carburetor (which had to be cleaned by them). 
They also replaced the spark plug.
I told them the spark plug was new, since the unit would not start I
went out and bought a new spark plug from [redacted] (they carry the unit).  I also had written this information down on
their service order repair form.  M &
S did refund the cost of the spark plug after I told them again that the spark
plug was brand new.
I told them that the gas I added to the fuel tank was new, and that I
had added [redacted] fuel additive to the gas since the blower would not start. M & S personnel said that gas has Ethanol
in it and that the [redacted] I purchased would not remove the Ethanol.  I was never informed that gasoline purchased
at the service station had Ethanol in it, nor was I ever informed that Ethanol
needed to be removed from the gasoline I purchased when adding it to the [redacted]
blower.  M &
S said was not covered under warranty.
I am very unhappy with my [redacted] blower because it failed to
start after owning it for only four months, and also because I was charged for
“out of warranty” parts and labor, when I believe that in my opinion it most
certainly should have been covered under the warranty.  I am very disappointed with the
[redacted] company and belive I should be reimbursed for the cost of the work done on a new
blower, as well as the cost (and time) involved with going 20 miles back and
forth to Tamaqua from Lehighton, PA (four gallons of gas and my time).  M & S's justification for charging me for the repair work is unjustified and unsubstantiated, and is a ploy to attempt to weasel out of performing the required repair under the conditions of the warranty.

Date: 6/8/15In reference to complaint #[redacted]: Second Response.All the gas was removed from the BT150 unit and we replaced it with [redacted] 50:1 premix fuel.We never discussed debris or “chunks" in the fuel. Varnish was coating the inside of the carburetor and also found traces of moisture.The gas shown to the customer came from the gas tank of the BT150 blower, before replacing it with fresh fuel.The unit had an E-3 spark plug installed. This is not a plug from the manufacturer. This is an aftermarket plug. [redacted] used [redacted] or [redacted] branded plugs. This is why the plug was replaced and the customer's new plug was returned to him.The cleaned carburetor is on the unit. It was not replaced, only rebuilt. The carburetor the customer is looking for can be found on his BT150.According to [redacted] dealership locator, [redacted] in Weatherly, PA, is 2 miles closer than our dealership using the customers 18235 zip code.Enclosed please find a copy of the Service Order #[redacted] signed by the customer. The Service Order explains the [redacted] spark plug, the rebuilt carburetor and fuel issues.We feel based on the above comments; no corrective action is warranted towards M & S Outdoor Power.Thank you!

[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: 
The repair shop (M & S Outdoor Repair) showed me a small sample of gasoline that they said they took from the [redacted], and it was loaded with black debris and solid material.  When I returned home I checked the gasoline in the tank of the [redacted] leaf blower and it was crystal clear and had absolutely no solid material in it.  I also checked the gas can where the gas was being stored, and it too was crystal clear with no chunks.  I don't know where the gas they showed me came from, but it could not have come from the gas container on the leaf blower.  M & S Repair clearly should have repaired the [redacted] under the conditions of the Warranty.  They replaced a brand new spark plug I had installed by another vendor of the [redacted], they admitted the error, and they did return my new spark plug that they had removed from the machine.  I never saw the carborater they cleaned, they brought out parts that they claimed came from the dirty carborater but given the type of shoddy workmanship and poor professionalism and poor business practices they have I have my doubts that they came from my carberator.  I was forced to use them because they are the closest [redacted] Warranty repair shop near me.  I will never use them again. 
Regards,
[redacted]