Mac Equipment Inc

Complaint: ***
I am rejecting this response because: the maintenance includes removing the mower deckReplacing a drive belt that I paid for would take an additional minutes or soEven if it was necessary to remove the deck an additional time, with shop equipment it would take about minutes, not the 1-hours that the responder dishonestly quotesThe charges were obviously excessive, and the response shows the business is only concerned with taking as much money from the customer as possible, neglecting honesty and customer service
Regards,
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We have factory set time allotments for service work on equipmentWe're sorry that you feel that you were excessively charged, but we are not losing sleep over the matter because we have always and always will do our work with the customer in mindYou were actually undercharged for the amount of time that my technician had in to the work on your machine

Complaint: ***
I am rejecting this response because:
II was charged for hours labor for a tuneupApparently this includes checking the blades and belts, a Actually I was chargedanken an additional hour to replace the belthe beside belt costThis should have taken only a minute or so once the deck was removed to check. Regards,
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It is Mac Equipment's position that you were only charged for services that we rendered on your lawn mower. There is an attachment of the original invoice with detailed notes and item costs of all of the work that was performed on your [redacted]. Per our notes, the services that are included on a...

Tractor Simple Service for $189.95+ parts are as follows: "CHANGED OIL, OIL FILTER, SPARK PLUG(S), AIR & PRE FILTER, FUEL FILTER, SHARPENED AND BALANCED BLADES, CHECKED ENGINE COMPRESSION, CHECKED FOR FRESH FUEL (NO WATER), CABLE OPERATION, CHECKED BELTS, CHARGED BATTERY IF NEEDED, AIR PRESSURE- TIRES, GREASE ZERKS, STARTER ENGAGES SMOOTHLY, HIGH AND LOW RPMS, RUN DECK & CHECK FOR NOISE AND VIBRATION, CHECK ALL GEARS, BRAKES AND PARKING BRAKE, OPERATE FOR 5 MINUTES." For this service, we charged you $189.57 in labor, $18.96 in shop supplies (which is always charged for disposal of items and basic operating needs in the shop), and $47.42 in parts for air filters, spark plug, oil filter, oil, and fuel filter.Any additional issues that are found or need to be addressed are charged on top of the basic price. This service is meant to be a "tune-up" for a well-running machine, just like you would take your car in for a service.There are separate jobs on the work order to replace the drive belt and to clean the carburetor. These are the additional issues that were found when performing the routine service.To replace the drive belt, we charged you $89 in labor, $8.90 in shop supplies, and $35.45 for the belt. Replacing a drive belt on a tractor typically takes anywhere between 1 and 3 hours depending on the machine. We have our mechanics clock in and out of jobs to keep track of their time, and our technician actually spent 1 hour and 21 minutes replacing this belt. You were only charged for an hour of his time.To clean the carburetor, we charged you $44.50 in labor, $4.45 in shop supplies, and $19.75 for the carburetor kit. Cleaning a carburetor has a factory allowance of an hour for labor. You were only charged for a half an hour of my mechanic's time because we give our customer's a discount when they are getting a full service as well as needing extra repairs. We are inclined to believe that by doing business with integrity, we are able to serve our customers in the best way we know how. We stand behind our work and the charges that were incurred for our services.

This is to inform you that complaint #[redacted] has been resolved by finally receiving the [redacted] lawnmower.   After reading Mac Equipment, Inc.'s response to your inquiry, I was a little surprised they didn't mention the reasons for taking 2 months to finally getting the mower delivered.  Oh well, we finally have it.  Thank you for looking into this.Sincerely,[redacted]

[redacted] offers a service following the sale of a [redacted] riding mower where they contact a local dealer to assemble, inspect, deliver, and demonstrate the unit that was purchased. The process works as follows: 1) [redacted] calls and asks if the dealer (Mac Equipment in this case) wants to...

assemble/deliver the unit 2) the dealer approves or denies the request 3) the machine arrives, and we assemble and inspect within 24 hours of arrival 4) once the machine is assembled, inspected, and operating properly, we contact the customer to set up a delivery time. From the point of sale to the arrival of the machine, we have no contact with either the customer or [redacted] regarding the purchase or the shipment of the unit other than approving or denying the request. In the case of the [redacted]’s mower, after their unit had arrived, we had already made multiple phone calls to [redacted], who is in charge of [redacted] fulfillment orders at [redacted]. [redacted] was informed on June 3rd by our employee that [redacted] would be contacting [redacted] directly to send a “loose parts kit” that contained an owner’s manual, a key, and the oil to prepare the unit for delivery. JJ, from [redacted], also contacted [redacted] and had another key sent to us. Unfortunately, we are the middle man in these business deals and do not have direct points of contact or a way to obtain tracking numbers on shipments. Upon receiving the loose parts kit, we assembled, inspected, and delivered the mower to the [redacted] property. With full confidence, we stand behind our employee, Nate, who delivered the mower. In less than ideal circumstances, he delivered the mower with utmost respect and patience to a disgruntled and less than pleasant customer. It is unfortunate that [redacted] and [redacted] had to wait the amount of time that they did for delivery of their mower, but we did everything that we could do with the resources that we had to get the correct pieces in place to get the job done for them. Due to the situation, we have decided to deny any future requests from [redacted] to deliver these units. Instead, we will continue to sell the equipment that we stand behind, trust, and carry at our own stores to ensure that we can continue to serve our customers in the best way possible.