Marsha Curry & Associates

Initial Business Response /* (1000, 5, 2015/07/08) */
Contact Name and Title: Sherry *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
We can certainly understand this customer's frustration of receiving a brand new mower in less than pristine conditionPlease
know that we are actively pursuing this matter with Husqvarana, the manufacturer of the mowerWe have shared the photos of the mower deck with themWe understand the customer wants a new mower deck, replaced by an authorized service personWe have presented this request and are currently waiting for a final decisionOne thing we want to make very clear is that the mower deck on this model comes with a year warrantyIf the deck did start to rust and cause issues, the end user would have years to have it replaced or serviced
With regards to the current issue, if the mower needs to be transported to a local dealer for inspection, Power Equipment Direct would reimburse the customer for any transportation charges
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the mower deck has a year warranty than why is it such a hassle to replace it now? The issue with transporting the mower to an authorized dealer is more than moneyIt requires a trailer and a vehicle to tow the trailerWho is providing this? It is now my parents' responsibilityI got an email that they are sending paint to my parents and this is ABSOLUTELY an unacceptable resolutionIf you cannot replace the mower deck than I want to return the entire lawn mower and I will spend my money at another business to purchase them a lawn mower that will arrive in the condition I purchase it, brand new
***
Final Consumer Response /* (4200, 11, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, no one from Mower's Direct has contacted me, *** ***I purchased and paid for this item as a gift to my parentsI am the customerI am the purchaserThe warranty does not cover rustI purchased a brand new lawn mower and it arrived damaged
Again, this was a gift to my parents and they should not be burden with thisNor should anyone call them for a resolution on my purchase, my Revdex.com complaint, etc
There are only two acceptable solutions:
Return the lawn mower and ship a new one
Return the lawn mower and refund my money so
I can purchase my parents a lawn mower through
a company that values their customers and
provides customer service
*** ***
XXX-XXX-XXXX
Final Business Response /* (4000, 17, 2015/07/31) */
We approved the return of the mower and on 7/we issued a credit of $to the credit card on file for this customerThe customer has been made whole and we are working out the issue with the manufacturer

It seems we are at a point where we will not be able to agreeWe are providing the warranty information that the manufacturer has given usThey will not approve a return unless a service provider inspects the productIf repairable, they will fixIf not, they can provide documentation in writing and we can then proceed with a request to have this item deemed non-repairable and get approval for a return and refund for youUntil that happens, our hands are tiedI am sorry that we could not reach an agreement

We have been in contact with Mr*** over the past dayHe tried to send us photos of the issue he was having but for some reason, the photos could not be opened for viewingWe have gone ahead and ordered a new bag for himThat part should be received in 7-business daysOnce we have the
tracking number of the shipment, we will update Mr*** via emailWe do apologize for any confusion and hope the new bag will resolve any issues

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/

Dear Revdex.com:
As more fully described in the original complaint filed with you, Power Equipment Direct has failed to provide quality product in a timely manner and consistently lacked appropriate customer service or follow up. As we no longer have any faith that Power Equipment Direct will provide our company with the HVAC equipment that was ordered and paid for nearly two months ago, it has become necessary to send back the entire order, and receive a refund of all amounts paid ($4,032). This solution is not optimal and has cost our company thousands of dollars in project delays. However, I have reviewed the response made by the business in reference to complaint ID *** and find the proposed resolution (of shipping back the entire order and receiving a full refund of $4,032) is satisfactory to me. The $4,refund should be processed by Power Equipment Direct no later than December 5, or we will be forced to file another complaint or seek to enforce this settlement agreement in a court of law
Sincerely,
*** ***, PresidentSIXJWS, LP

Complaint: ***
I am rejecting this response because: they do not want to take responsibility for thisIf you review the blogs about this company, they do not take responsibility for anything once the unit arrivesThere have been rodent issues with this company beforeThis is not an isolated incidentI want them to accept return for this unitIt does not operate due to the chewed up wiresI want a complete refund and shipping costs incurred by themOnce again, rodents do not choose what item to deficate on and chew up the wires onMy driveway has cars, motorcycles, lawn mowers, mopedsWe have never had any kind of rodent decide to poop on anything and chew up the wiresIt must have been a really smart rodent to choose the shiny, new lawn mowerYou people are is if you believe thatThose rodents were trapped inside a warehouse, inside a truck and ate the wires from hunger and pooped on the machine because they had no where else to goThey didn't choose to specifically target the lawn mower and poop on it on a ft driveway with many cars and mechanical things on it.
Sincerely,
*** * *** *** ***

Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
I am sorry, but our stance does not changeThe customer cannot return a gas powered piece of equipmentIf he feels the item is
not working properly, he will need to take the snow blower to an authorized *** service dealer for possible warranty workThe customer can call *** at (XXX) XXX-XXXX or visit their website to locate the nearest service dealer to his locationThat website is:
***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased this snow blower from Snow Blowers Direct, not from *** *** does not sell any of their own equipmentSo, my purchase relationship is with the vendor, Snow Blowers Direct onlyI did however contact some *** dealers within a reasonable distance from my location and the response from all was unanimousThey would not agree to repair a snow blower that was not purchased from their business
Final Consumer Response /* (4200, 11, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that the vendor, *** ***, is putting an unfair burden on me, the consumerThey marketed the snow blower to me via their website, and accepted my payment for purchase, but are leaving me with an inequitable burden to track down a repair business to which I am able to travelThe repair businesses in my vicinity have refused to accept warranty service for a new unit that they did not sell to me
Final Business Response /* (4000, 13, 2015/07/08) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pedstores.com
As we stated on June *** service dealers are independent business and can set their own rules as to what they will service, but it would be highly unlikely that all service dealers in the customer's area are refusing to offer warranty serviceIf that is the case, then the customer needs to call Toro at (XXX) XXX-XXXX to report thisPlease have the names of all service dealers you contacted so Toro can investigate this claimThey will assist the customer with locating a dealer that will work on his snow blowerOnce again, Toro is his best line of defense to line up service
Has the customer called *** since we recommended this step on June 30? If not, then there is nothing else I can do for him at this time*** will help him find a service center near him that can perform warranty work

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
The chainsaw was never filled with gasoline or any oil also it was never assembled it was delivered with out package materialI put package material to protect the saw for returnI expect full refund
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I will only ACCEPT the business' response when I have ALL of the required parts in hand, or the business has arranged for a replacement portable generator I expect resolution of this matter no later than close of business December At that point it will have been two and a half months of continuing to seek resolution If ALL of the required parts are not delivered by December 2016, I will expect the business to begin making arrangements for the return shipment of this generator and the delivery of a replacement generator, AT NO COST TO THE CUSTOMER
Sincerely,
*** ***

The work will be completed by *** factory trained technicians at an *** authorized service dealer. It is a simple repair and will not impact the operation at all. Rest assured that should there be any issues, the snowblower is covered by the manufacturer's warranty

We are very sorry that there was damage to the housing and do agree that the issue needs to be rectified. Your snowblower is covered by the manufacturer's warranty. We have worked with the manufacturer to have the item completely repaired. The repair should take an hour.
*** is covering the cost to replace the housing. In addition, *** was also covering transportation costs to have the snowblower brought to and from the service center. If you had accepted this offer, you would have likely had your snowblower back and ready to use, without risk of rust or corrosion.A full refund or replacement is not warranted considering it is completely functional and is cosmetic damage

Complaint: ***
I am rejecting this response because: I filed a claim with my credit card company and they told me they had to pick the mower up, I told them I would cancel it when I had resolution, they NEVER offered to pick it up for a refund, and my claim with the credit card company was reversed, so now I still have paid for something that was delivered non-working and they have not made good on the replacement partIt has been over months and I have done everything they askedI want the replacement part, or I want a new, working mower or equal or better qualityThis has gone on entirely too long and they have not been cooperative
Sincerely,
*** ***

We apologize for the customer's frustration over this issueOur process for a dead battery is to have the customer buy a battery locally and send us the receipt for reimbursementWhen it was reported that the mower was not running properly, we offered to pay shipping to have the mower
picked up and sent to a service dealer to have it looked and and possibly repaired under warranty but the customer did not want to do thisAgainst our return policy, we agreed to return the mowerAll of our notes indicate that the customer was told that the Round Trip Freight for this shipment was $and that we agreed to split that with himHis portion of the freight costs to return this item would be $212.11.On 4/6/we issued a credit in the amount of $2,to the customer's Synchrony financing accountThis credit represents the original purchase price of $2,plus $for the battery reimbursement minus $for shipping one wayIf there is any further information you need, please let me know

We do apologize for the issues that Mr*** is experiencing with his *** Lawn MowerThe order was placed and shipped on the same day, April The freight carrier did load his mower onto the wrong truck, sending it toward Florida instead of OhioOnce this was realized, it was turned
around and delivered to the correct freight terminal on April The customer made arrangements to pick up the mower at the freight terminal on April We issued a $refund for thisMr*** reported issues with his mower on April Per our Return Policy, gas powered equipment cannot be returned but the customer must contact the manufacturer for warrantyThe mower does carry a year manufacturer warranty with ***A link to our Return Policy follows:https://www.mowersdirect.com/returns.phpThe customer did contact several service dealers but being at the height of spring mower season, most dealers did have a wait time of several weeksWe do understand that this is frustrating but unfortunately, we cannot force a service dealer to move one customer's inspection and repair in front of anotherAfter much communication on the matter, we were finally able to get our *** sales rep to personally contact the owner of the service dealer that would be handling the warranty and agree to move the mower to the front of the lineThe mower was being picked up and taken to serviceWe will reimburse the customer for any out of pocket expense for this service with the presentation of a receiptWe are confident that the *** dealer with make the necessary adjustments and/or repairs to get the mower back to the customer ASAP.Again, we are very sorry that this situation has escalated and apologize for any frustration caused

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you and to Power Equipment Direct for waiving the return fee in this extraordinary case.
*** ***

We do apologize for the frustration that you have experienced surrounding your recent purchaseOur records indicate your order was placed with a sales associate on 10/9/16, with payment method of a checkAs of 10/17/we had not yet received your check so the payment method was changed to credit
card so the order could begin processingThere was a delay in obtaining the heat pump, which did delay the shipment of the entire orderWe show the order was shipped complete on 11/8/and delivered to you via R&L Carriers on 11/11/Unfortunately, the furnace was delivered to you with substantial damageWe appreciate you noting the damage on the delivery receipt and sending us photos of the damageWhile trying to coordinate the pick up of the damaged furnace with you in the required time frame, there was some miscommunicationFor that we do apologizeA replacement furnace could be shipped as soon as the damaged one was retrieved, not necessarily returnedThe only other option to get you a new furnace quicker would have been to enter a new order and have you provide a credit card for paymentWe then would simply issue you a full refund once the damaged one once returned to usAt this point we are honoring your request to have the entire order picked up on 11/30/and have it returned to us for a full refundWe cannot issue a full refund until the product has been received by our warehouse personnelI am very sorry once again for all the trouble and inconvenience this issue has caused

Complaint: ***
I am rejecting this response because: Not all of the required parts were received, only a fraction of the correct parts were
included in a box delivered Nov Power Equipment Direct has TWO days to get me the complete parts needed for the generator I orderedOr they can send me a new one
Sincerely,
*** ***

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

There is no evidence that this was shipped from our warehouse with rats or that we are at fault in any way. The damage appears to be the result of leaving it outside where it would have been exposed to rodents such as field mice, squirrels. It did not necessarily occur due to rats

Our apologies that you were not happy with your purchase and are planning to return itAlthough we can understand the frustration over our Return Policy, we do not hide the fact that the customer is responsible for the return shippingThe portion of the policy that discusses this is shown directly
belowIf you feel the item purchased is defective, we would encourage you to call *** *** at *** for warranty assistanceOpened Merchandise "Opened" and unused products and accessories in their original packaging can be returned within days of delivery*, but will be subject to a 25% restocking fee to cover testing, cleaning and repackaging expensesSimply return the item to us, shipping prepaid & using the most convenient shipping method available to youSome products include free shipping, so if you return one of these products our actual outbound shipping costs will be deducted from your return refundOpened returns must be in salable condition with original materials and packaging