Marsha Curry & Associates

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,
*** ***

As long as the generator has not been used, we can issue a return call tag with *** **Customer simply needs to tape the box shut and place outside his doorWe will send full return instructionsOnce received a full refund will be given

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 Mow. The customer did everything they were supposed to do and we failed them miserably. We are currently working with a...

freight carrier and the customer to let them know that the equipment to be returned will be picked up soon. All items to be returned should be given to the driver, once the pick up arrangements are made. The return will go back to Pro Mow. Once they receive the return, we will issue the customer a full refund for all items returned. Our deepest apologies for any frustration the customer has experienced. Power Equipment Direct prides itself on excellent customer service and this instance does not reflect the company we are or who we strive to be. Once again, we are sorry for causing this issue.

I am sorry for all the frustration this situation is causing the customer. We are doing our best to work with him and the manufacturer to get the mower repaired as quickly as possible. Our stance has not changed since the last response. This item is covered under a manufacturer warranty of 3 years. We have offered to pay for the transportation costs to get the mower to and from the service dealer. All we need is a copy of the invoice for those charges and we will reimburse the customer fully. With regards to our Return Policy, the information on how gas powered equipment is handled is clearly explained. We state in part: "Engine powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations. If 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 manufacturer. Should 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 warranty. If 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 refund. We would need this is writing from the service dealer. To view our complete Return Policy, please go to https://www.mowersdirect.com/returns.php

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

The manufacturer has assured us that the parts are shipping today by 2nd day air. You should the parts on Wednesday, November 23. Thank you.

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:
Sincerely,
[redacted]

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 properly. I 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 reassembled. All I asked them is to either refund my money or get me another brand new blower and they refuse to do it.

Initial Business Response /* (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 $89.99. We are able to cancel...

extended warranties within 30 days of purchase without penalty. Since it has been over 30 days our policy would be that we can no longer cancel the extended warranty. This also applies to customers who wish to add an extended warranty after 30 days from the purchase date. As a courtesy, we will contact the warranty provider, Warrantech, and see if they will make an exception. I 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 misunderstanding. Since 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 return. This item is not stocked by us and would need to be shipped back to them. Our representative tried to explain this but perhaps did not do a good job. I will contact Midwest Engine to request an RA number. The customer would be responsible for the return shipping and any restock fee that they might assess. I will be in contact with the customer on this soon.

Complaint: [redacted]
I am rejecting this response because:  this is a brand new, never used product that arrived not working.  Seller should accept back for refund or replace.  At sellers request I have called the manufacturer (both Honda and Simpson).  Honda referred me to Simpson.  Simpson suggested the same troubleshooting as seller.  Product still does not work.  I called the service center that seller requested I call.  Their pickup/delivery price is more than the $75 offer for credit.  The service center also said I would be responsible for part of the cost of labor.  I should not have any out of pocket cost.  When I conveyed this information to seller I was given a list of several other service centers with the assumption I should spend my day calling and negotiating until I find one that will take care of me.  This is sellers responsibility and not mine.  As a brand new product that has never been used the seller should take the responsibility of solving the problem and not make it my problem.
Sincerely,
[redacted]

We certainly apologize for any issues Mr. [redacted] experienced with his installation. As soon as we received his complaint, we contacted the installer and asked them to look into the issue. We also reached out to the customer with an offer of his choice of a free accessory item. We came to an...

agreement to issue him a credit for the generator pad he purchased for $299.99. A credit of $299.99 was issued to the original payment method used earlier today. We relayed this information to the customer via email as well. We do consider this issue resolved.Our internal reference number is [redacted]

Complaint: [redacted]
I am rejecting this response because:  I did not buy this machine "as is".  I bought a new product with assurance it would arrive functioning.  It arrived defective and not functioning.  A no-return policy cannot apply to a product that is faulty prior to conveying it to me.  Did you test the product prior to shipping?  You have requested I take the machine to a service center, but I have no vehicle that can transport the machine.  Please make me whole by taking back the product or by arranging the machine to go to the service center so the product defects may be removed at no cost or trouble to me.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. I would like to remove this complaint from the Revdex.com site as the customer has acknowledged that is his paying us in full.Can we please remove. Thank you -[redacted] Operations Manager Recycleabook.com 
Sincerely,
Candy Mason

Complaint: [redacted]
I am rejecting this response because:
They assured us these generators would run everything in our camper. Or I would NOT have sent $1600 for the IQ2000 Generac generators . I would appreciate a refund and return the generators so I can purchase generator that will perform as they said.
Sincerely,
[redacted]

This mower was delivered on November 8.  This issue was not reported to us until November 21.  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 2 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.

I have reviewed the customer's complaint as well as all the other correspondence related to this issue. Due to the length of time that has been involved in trying to resolve this issue for both parties, we (Power Equipment Direct) have agreed to let the customer donate or dispose of the generator in...

any way he see fit. We will not be arranging for a return of this product. We will consider this issue closed if the customer agrees. Thank you.

We apologize for the issues the customer is having with his [redacted] pressure washer. Various members of our sales staff have tried to assist the customer with some troubleshooting and offers of a credit of $75 toward the transport of the pressure washer to a local service dealer. If the customer...

does not have a way to transport the item, many service dealers offer a pick up service. Please note that this item is covered by a manufacturer warranty of 2 years on the pump and 3 years on the engine. Per our Return Policy https://www.pressurewashersdirect.com/returns.php  we are not able to accept returns on gas powered equipment. We have asked the customer to call the manufacturer at [redacted] to try and troubleshoot more extensively than we can do. Since they designed and built these products, their experienced engineers can remedy most problems over the phone. We 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 issue. The customer just needs to show a copy of his invoice as proof of purchase for warranty service. We have not issued the $75 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 do want to apologize to the customer if he feels he was misled in any way about free shipping on a mower battery. Our website banner at the top of the page states: Free Shipping On Lawn Mowers (to the Lower 48 States). When you click on this banner or go to or Shipping Policy, we explain that if...

you order a lawn mower the shipping is free but that we do charge shipping on all accessory items. This would include batteries. I have included a link to that information directly below. [redacted]It sounds like the customer accessed our website thru an add on another site. Unfortunately, we are not responsible for inaccurate information that other sites may post. I have also included a link to our Term of Use Policy that explains this in greater detail.[redacted]With regards to being told by a sales rep that there was a computer glitch, without all the details of that conversation I really cannot comment other than assuming that the rep may have been referring to a computer glitch on the other website where the ad was seen. All of our sales representative are thoroughly trained on what products we offer and all of our policies, including our shipping policy and what qualifies for free shipping.Again, my sincerest apologies for any misunderstanding or miscommunication on our part.

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]