Marsha Curry & Associates

I have read your complete report of what transpired and it is clear that we did not handle this situation properly for youIt does appear that the additional $refund was processed on August This brings your total refund to the purchase price you paidI am in agreement to refund you for the additional shipping costs you incurred to send this item back to usPlease submit to my email at [redacted] a copy of the paid receipt for $and I will ensure you are reimbursedThank you for your cooperation

Once an order ships, it can no longer be canceled Therefore, per our return policy, if a customer no longer wants an order that has shipped, any shipping costs incurred would be deducted from the refund While the customer should be held responsible for these charges, the customer has received a full credit as of 10/20/

I am sorry for all the frustration this situation is causing the customerWe are doing our best to work with him and the manufacturer to get the mower repaired as quickly as possibleOur stance has not changed since the last responseThis item is covered under a manufacturer warranty of yearsWe have offered to pay for the transportation costs to get the mower to and from the service dealerAll we need is a copy of the invoice for those charges and we will reimburse the customer fullyWith regards to our Return Policy, the information on how gas powered equipment is handled is clearly explainedWe state in part: "Engine powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulationsIf the product has been gassed or oiled, it needs to be taken to an authorized service center for repair which may be covered under warranty." Please note that all equipment carries a manufacturer warranty of various lengths depending on the manufacturerShould any issues arise after the item has been gassed, an authorized service provider will need to inspect the equipment for defect and make whatever repairs or adjustments are needed under the product warrantyIf the service provider deems the item as non-repairable, then we will work with the service provider, the manufacturer and the customer to get the item returned for a full refundWe would need this is writing from the service dealerTo view our complete Return Policy, please go to https://www.mowersdirect.com/returns.php

I have investigated the complaint to determine what transpired and I can say without a doubt that the ball was dropped by many people both at Power Equipment Direct and at Pro MowThe customer did everything they were supposed to do and we failed them miserablyWe are currently working with a freight carrier and the customer to let them know that the equipment to be returned will be picked up soonAll items to be returned should be given to the driver, once the pick up arrangements are madeThe return will go back to Pro MowOnce they receive the return, we will issue the customer a full refund for all items returnedOur deepest apologies for any frustration the customer has experiencedPower Equipment Direct prides itself on excellent customer service and this instance does not reflect the company we are or who we strive to beOnce again, we are sorry for causing this issue

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Mowers Direct is laying off the problem on some third party as if they have no control or responsibility.The Free Shipping is a banner on their website that the third party picks up MD could add 'on mowers' to the free shipping banner so that their policy would be accurately represented.Who is paying for the third party advertising, how is it that MD has no control over their representation If the prices of the items that come up were mistaken would the response still be that they had no control and no obligation to fix, Just tell people that after they waste there time going through the effort to get to the site that the site that displays your name and represents your product incorrectly to potential customers is not something you want to address For myself I found someplace else to buy the battery where they manage the representation of what they sell to the public.I wonder how many other potential sales are going the same way Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: They assured us these generators would run everything in our camperOr I would NOT have sent $for the IQGenerac generators I would appreciate a refund and return the generators so I can purchase generator that will perform as they said Sincerely, [redacted] ***

I am sorry, but we cannot approve a return on gas powered equipment per our Return Policy

We certainly apologize for any issues Mr [redacted] experienced with his installationAs soon as we received his complaint, we contacted the installer and asked them to look into the issueWe also reached out to the customer with an offer of his choice of a free accessory itemWe came to an agreement to issue him a credit for the generator pad he purchased for $A credit of $was issued to the original payment method used earlier todayWe relayed this information to the customer via email as wellWe do consider this issue resolved.Our internal reference number is [redacted]

We are fine with thisWe will wait to hear from you after the parts are received to ensure you have gotten everything needed

The reason I am not accepting their offer is that they will be ripping my new snowblower apart to put in a new housing and I am afraid that I will have problems with the snowblower in the future if it is not reassembled properlyI paid for a brand new factory assembled snowblower and I will not be getting one after it ends up in the shop being taken apart and reassembledAll I asked them is to either refund my money or get me another brand new blower and they refuse to do it

We are sorry to hear you are not happy with the shipping experience The carrier attempted to contact you to schedule a delivery appointment last week On Monday, you contacted us to change the delivery address We provided SAIA with the authorization to make the change It appears that they also scheduled a delivery appointment with you It is scheduled to be delivered tomorrow Please let us know if we need to email you the tracking information again We hope this clears up any confusion or questions Thank you

Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ Contact Name and Title: [redacted] CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @pedstores.com On order XXXXXXX the customer bought a chain saw and the extended warranty for an additional $We are able to cancel extended warranties within days of purchase without penaltySince it has been over days our policy would be that we can no longer cancel the extended warrantyThis also applies to customers who wish to add an extended warranty after days from the purchase dateAs a courtesy, we will contact the warranty provider, Warrantech, and see if they will make an exceptionI do not offer any guarantee that this will be approved but if it is, we will cancel the warranty and issue a refund On order XXXXXXX I think there is a misunderstandingSince the chain was purchased from us but shipped to the customer from Midwest Engine, we need to contact them to obtain the return authorization before we can approve the returnThis item is not stocked by us and would need to be shipped back to themOur representative tried to explain this but perhaps did not do a good jobI will contact Midwest Engine to request an RA numberThe customer would be responsible for the return shipping and any restock fee that they might assessI will be in contact with the customer on this soon

When a snowblower is delivered, there are a few simple steps that need to be followed as it requires some minor assembly A manual is provided that walks consumers through the process And all of the assembly items are included with the unit The email we received from the customer seemed to imply that the snowblower was not working Per our agreement with the manufacturer, the customer was referred to their service network for technical support However, when they were advised that the issue was with how the unit needed to be assembled, the service provider suggested they use the manual and How To videos as resources to guide them through the assembly.Our Product Expert has been in contact with the customer and has been able to identify the issue so that they can complete the assembly We believe this matter has been resolved and the snowblower has been assembled and is working

This mower was delivered on November This issue was not reported to us until November While it a car cover was placed on it to protect it from the rain, this wouldn't adequately protect the product from any field mice or other common rodents that it may have been exposed to over the course of almost weeks There is no evidence that this was shipped from our warehouse with rats We have not received any other complaints regarding an issue like this If the customer does not want to keep this mower, our Return Policy would be applied and shipping costs would be deducted from the refund amount

Complaint: [redacted] I am rejecting this response because:They deny rats in the warehouse or truck I deny rats on my city streetRats have not crawled up into my motorcycles, my watercraft, boat, slingshot and previous lawn mower on my driveway and chewed up the wiresThese items have been on my driveway for years It is not behavior for rats to crawl onto a lawn mower on the driveway and to chew the wiresThis is the behavior of rats trapped inside a truck or warehouseThey were hungry and they were trappedIt is also not rat behavior for a rat to choose the lawn mower to deficate onThere were rats poops all over the lawn mowerThere were no rat poops on any of the other equipment on the drivewayThey were obviously trapped and had no where else to go while inside the crate in the warehouse or truckThe crate is not an enclosed crateIt has safety bars across the front and sides to hold the mower in place, but open all along the bottom.I will not accept return feesI want them to pay for the shipping and refund the entire amount [redacted]

Complaint: I am rejecting this response because:power equipment took the easy and cheapest path without thinking about me the customerThey refused to refund me the dollars and asked me too return the mower which I spent a whole day unpacking and assembling the zero turn mower This company does NOT care about giving good customer service and good quality products all they care about is how much money they will makeI even went down and asked for dollars to compensate for the damages on the mower instead of dollars lara and told them they don’t have to send me a replacement for the damages parts and dollars would be enough but they refused They did not care that I spent a whole day unpacking the mower and assembling it I refuse their resolution which is not acceptable to me Sincerely, Eyad [redacted]

We apologize for the issues the customer is having with his [redacted] pressure washerVarious members of our sales staff have tried to assist the customer with some troubleshooting and offers of a credit of $toward the transport of the pressure washer to a local service dealerIf the customer does not have a way to transport the item, many service dealers offer a pick up servicePlease note that this item is covered by a manufacturer warranty of years on the pump and years on the enginePer our Return Policy https://www.pressurewashersdirect.com/returns.php we are not able to accept returns on gas powered equipmentWe have asked the customer to call the manufacturer at [redacted] to try and troubleshoot more extensively than we can doSince they designed and built these products, their experienced engineers can remedy most problems over the phoneWe have also provided the names of several service dealers that can assist with warranty.The customer should not be charge for any service that is deemed a warranty issueThe customer just needs to show a copy of his invoice as proof of purchase for warranty serviceWe have not issued the $credit yet, as we were waiting for acceptance of this offer by the customer.Again, we are sorry for the frustration but the product warranty is in place to protect the customer from manufacturer defect

We provided many reasonable solutions to resolve your issues, including sending replacement parts and offering you a substantial courtesy credit Ultimately, we are arranging to return the mower and provide you with a full refund While you may disagree, we by no means are taking the cheap and easy way out Our desire and attempt to try to come to a fair agreement with you demonstrates that we cared about your satisfaction Your request for a $credit, in addition to paying for parts and service is not reasonable expectation