Marsha Curry & Associates

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.

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 $500 credit, in addition to paying for parts and service is not reasonable expectation.

We have escalated this issue with [redacted] and they are addressing the concern with their service network.  In addition, we have offered to cover any transportation costs the customer incurs (up to $75) to have the unit brought to/from the service center.  Based on the last communication...

received from the customer on 10/26, he was agreeable to this resolution.

Complaint: 12155952
I am rejecting this response because:I have a problem with the engine for them to fall on the statement that they will not accept a return of a gas powered lawn tractor after is fueled for a problem that could only be found after the engine as turned on is just a excuse. How does someone know if the engine is working if they don't start it???  How can any customer now trust that the product they receive is functioning with out starting it??? I am not a physic I can not look at something and see that the engine is ok without starting it. If this was dropped of the back of a truck and was damaged Physically Why yes I could refuse the shipment all together then. NOT IN THE CASE OF A RUNNING ENGINE ISSUE. Again if this was [redacted] or [redacted] I would be cutting my 5 [redacted] right now!!
Sincerely,
[redacted]

Thank you for your response Mr. [redacted]. We heard back from the manufacturer on December 19 that the service center has been approved to replace the transmission on your Cub Cadet mower. This will be done under warranty. If you have any further questions, please let us know.

Complaint: [redacted]
I am rejecting this response because:  The company [redacted] nor [redacted] has satisfied the complaint.  Our mower has been to the shop 12 times over the last 12 months.  We now being told they are working on the problem.  I have requested the repair documents and the fact that they did not keep records of some of the repairs from the maintenance shop.  I will include those documents once received. 
Sincerely,
[redacted]

We forwarded your last comments to our rep. He has been trying to resolved for you. We just received a message that [redacted] from [redacted] Service spoke to the Cub Cadet service dealer (who has a solid reputation with years of good service for Cub Cadet) and then he called and spoke to you. He states it worked out best for Cub Cadet to take the unit back.  That return and credit to the consumer will be handled by the factory. Hopefully you are satisfied with this outcome. We don’t get these very often, but occasionally they do allow the consumer to purchase a new product at their discretion. We are sorry for the difficulty. Thank you.

You have the option to return the mower.  However, the terms of our Return Policy will be applied.

Initial Business Response /* (1000, 5, 2015/08/28) */
Contact Name and Title: Sherry [redacted] CS Mgr.
Contact Phone: [redacted]
Contact Email: [redacted]@pedstores.com
We do apologize to the customer as there was a unknown glitch in our credit processing on August 17. We were not fully made aware...

of this processing error until August 26. As soon as the error was discovered, we reissued the credit to the customer for $549.99. He should see the credit back on his credit card within 2 business days.

Complaint: 12768282
I am rejecting this response because:power equipment took the easy and cheapest path without thinking about me the customer. They refused to refund me the 500 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 make. I even went down and asked for 350 dollars to compensate  for the damages on the mower instead of 500 dollars lara and told them they don’t have to send me a replacement for the damages parts and 350 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]

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

We are sorry that the mower arrived in poor condition.  Upon being advised by the customer of the damage, we immediately began the process to file a claim with the carrier.  Part of the process requires pictures of the damage.  We received the pictures from the customer after hours on...

Friday.  We are reviewing them this morning and will be in contact with the customer today to discuss resolution options.

We have contacted [redacted] with the customers request for additional parts. We have ordered all missing parts from the most recent listing the customer provided. We are asking for 2nd day air shipment direct to the customer. We do apologize for all the trouble and inconvenience this has caused.

Complaint: [redacted]
I am rejecting this response because:every thing in this response is not true I called them within a week of receiving it  this is a very unethical company
Sincerely,
[redacted]

I spoke at length with the customer and it was determined that we should arrange for the return of this saw at our expense. We contacted her earlier today with the following information regarding the return. Good afternoon, we have set up a [redacted] Call tag to pick up your item on SATURDAY...

8/27/16. Please make sure that you leave the item outside your front door between the hours of 8am and 6pm. If the driver does not see the package outside they will not stop. You will not need to attach any labels to the There will be 3 attempts to pick up the package (8/27, 8/30, and 8/31). Please let us know if you have any other questions!  Once the return is received and inspected, the customer will receive a full refund.

Complaint: [redacted]
I am rejecting this response because:I bought my lawn tractor on good faith form a company that I thought was honest and fair. I have had issues since day one of the receipt of this tractor. If I had bought it locally I could have already had it returned a month ago and had a functioning tractor to cut my lawn and complete my yard work. Why should I have to be punished and wait and see what is wrong with this mower just because I purchased on line. Also they do not explain anywhere that I saw that they do accept returns that I have to go to the manufacture that they wont take it back. I have heard nothing from them since my original emails were sent. I have emailed them since. as for them reimbursing me NO money will leave my pocket I am not paying 1 cent for that tractor or its transportation to or from that shop that is over 35 miles away form my home.  I want a full refund of my money I am not paying a restocking fee or any fee this is their product that they sell as stated if I bought it locally it would have already been returned and I would have a new mower cutting my grass today.
Sincerely,
[redacted]

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

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.

Initial Business Response /* (1000, 5, 2015/06/19) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
Mr. [redacted] placed his order on our website on 6/1/15. His order number is XXXXXX. We state on our website shipping policy with...

regards to shipping outside the U.S.
International Shipments:
"We currently do NOT ship internationally, including Canada and Puerto Rico. We can, however, ship to freight forwarders inside the United States. You would be responsible to coordinate and pay for the international shipment."
Mr. [redacted] contacted us previously on this matter. We responded to him in writing on June 17 as follows:
"Thank you for your recent order. You made a wise choice in the [redacted] air-cooled system as the feature sets and 22Kw of power output are exactly why I placed the same unit on my home. I've enjoyed the ease ease-of-use and trouble free operation of that model - I'm sure you will as well.
Sadly, although you bought the right equipment, I understand you are upset due to your intent to export the machinery.
We do not ship outside the United States as we are not a registered exporter. Our web site clearly states that we only ship to points within the United States and that we do not process or support international shipments. As a retailer, our sale to you was completed upon fulfillment to the ship-to address you supplied on your order. As such, there should be no surprises that our business name and tax ID cannot be used on your export paperwork. It would also not surprise you to learn that the above is not grounds for legal battles and attempted chargebacks. The solution resides in determining how you wish to export to the goods & I'm certain your freight forwarder can help you with this.
I believe the exporting can be done simply and without undue hassles or delays. If you decide, for whatever reason, not to ship the goods outside [redacted] you are free to return the goods under our return policy. Simply put, I'm suggesting that there is no need to fight us - we did nothing wrong and will try to support you the best we can."
Unfortunately, we are not able to assist the customer with his export.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
From your website,
"International Shipments
We currently do NOT ship internationally, including Canada and Puerto Rico.
We can, however, ship to freight forwarders inside the United States. You would be responsible to coordinate and pay for the international shipment."
I also verified that you would be providing all relavant paperwork with a phone call you. An ein # is a must for any freight forwarder to transport anything over $2500. I'm not asking for a top secret password. The ein is your federal id number and you are required by federal law to provide.
There is currently a $5000 generator sitting in a wharehouse in Miami that can't be shipped. [redacted] kind of shady business are you running? How does it in any way hurt you to provide the requested info?
Final Business Response /* (4000, 9, 2015/06/30) */
Contact Name and Title: [redacted] CS Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedstores.com
On June 16 we sent the following to the customer "We do not provide exporting service and are not required by law to provide our EIN for customers that export our products. If you want to proceed with returning your items, we would be happy to assist you. Please be aware that returns are subject to potential restock fees. Shipping fees will also be deducted from your refund amount."
Again, We do not ship outside the United States as we are not a registered exporter. Our web site clearly states that we only ship to points within the United States and that we do not process or support international shipments. As a retailer, our sale to you was completed upon fulfillment to the ship-to address you supplied on your order. The solution resides in determining how you wish to export to the goods and I'm certain your freight forwarder can help you with this.
We again extend the offer to let the customer make a return by following our Return Policy. The customer has until July 8 to decide if he wants to proceed with a return. After that date, the offer for a return is null and void.

The customer received his [redacted] mower on March 10. He reported to us that same day that the throttle bracket was broken. He sent photos of the damage and we ordered the parts from [redacted]. They sent the customer the wrong parts. We reordered the parts again and they sent him the wrong parts again....

[redacted] states that the part has changed and the parts sent should work for him but the customer states they do not. We offered to have this mower picked up and returned to us for a full refund. This offer was made more than once but the customer declines that offer. At this point, there are no other parts to send per [redacted]. The only suggestions we have would be for the customer to contact [redacted] directly at [redacted] and voice his concern. Perhaps there is something else they can recommend. The other option is to take to an authorized [redacted] service dealer for inspection and repair. We can reimburse the customer for any transportation costs he incurs to get the mower to service. We simply need to see a copy of the receipt.