Initial Business Response /* (1000, 5, 2016/11/07) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@att.net
This is in response to Case # XXXXXXXX.
Mr. [redacted],
We deeply regret your dissatisfaction and wish for your experience with us...
at MLE to meet or exceed your expectations.
We have read your complaint about our service to your mower and wish to alleviate any disagreements we may have with each other. However we seem to have some difference on our perspectives, problems, or expectations.
Our records indicate an initial service to your mower starting about 8-1-16. We received your mower and determined it needed regular service items, oil, plug, filter, new blade, and deck cleaning. In addition, the armature and drive wheels were determined to be bad. These parts were changed and service complete on about 8-8-16. So about an 8 day turnaround, not bad considering some parts were not on hand and needed ordered special for the job. Our normal procedure would be to call and have service procedures approved. Our records indicate having done so. The total bill of [redacted] was about half parts and about half labor, and reasonable for the service performed. You picked up the unit and accepted the terms.
Our next communication from you was 10-18-16, over two months later. You brought the mower in, and that very day we contacted you and you agreed to our estimate of [redacted] for repair. The service performed per the work order was tightening up handles and stuff related to on/off switch. A nominal $40 was charged to make adjustments. Clearly unrelated to prior service. No extra parts were billed.
Your complaint(s):
A: "Unaware of amount of service." We indicate several attempts to contact you.
B: "The mower did not work properly so I returned it on Oct 17th." You imply the mower did not work properly and only discover or make us aware 2 months later.
1. Since the oil was changed and drive wheels were changed on prior service, it is clear the mower was used extensively in the period between 8-8-16 and 10-17-16.
2. The 2nd repair was a handle adjustment to on/off switch. Clearly unrelated to prior repair.
C: "I returned it on Oct 17th and was told they would not do anything first without calling" This was a minor adjustment and had to correct the problem to diagnose it. You were charged a nominal labor fee for the adjustment. No parts were charged.
D: "The service man said the oil was dirty". The oil was changed in August, and apparently used until Oct, and looked dirty. This is logical.
E: "When I got home the mower wouldn't start" . You even say it started before you took it. I cant answer for why it doesn't start for you at home after being transported by you. Our Tech started the mower for you several times, he warned you of potential causes of failures like your most recent issue. We regularly provide this level of extra service.
Consumer's desired resolution:
"Fix or refund!" We would be happy to fix your mower! We have fixed your mower several times in the past and will be happy to do it again. And we would be happy to stand behind our work. But we ask a couple things as well. We cannot stand behind wear, misuse, neglect, or improper care. Not unlike manufacturer's warranty, we can't control many things that happen away from our facility. We ask that you understand that we work for you, not against you. And wish to provide you a sevice.
"They practice 'fixing' things without notifying the customer..." We strive to keep customers aware of issues as they arise. We have a routine of calling customers with estimates of repair costs. This is our normal practice and is recorded on internal repair documents. Often consumers are difficult to reach and must be called several times. Often messages are left on answering machines or family members, that we await approval on repairs. And this process consumes an immense effort on our part, and causes long delays to job completion, but it is and will continue to be normal practice. There are many occasions this just does not make sense. You bring us a machine to fix, in good faith that we can and will fix it. We accept your machine in good faith, that you wish us to fix it. A minor adjustment, as the second service ticket indicated, is something that will just be done, in good faith, that this is our job!
If your mower doesn't start. Bring it to us. We will be happy to make it start
Initial Consumer Rebuttal /* (3000, 7, 2016/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They claim that ybey have fixed my mower several times before which is not true. I work during the day and could not return the mower. My neighbors are witnesses to me trying to start the mower once I got it home. They ckaim to have made sevwral attempts to call, but never, only when the mower was "ready". The wheels are the exact same wheels from when I purchased it, almost bald. The mower will not start and they can come to my house and try starting it but I will not lift it again to bring it to them at all. I demand a refund. Please send someone out and they can talk to my neigbbors and also try starting it.
Initial Business Response /* (1000, 5, 2016/11/07) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@att.net
This is in response to Case # XXXXXXXX.
Mr. [redacted],
We deeply regret your dissatisfaction and wish for your experience with us...
at MLE to meet or exceed your expectations.
We have read your complaint about our service to your mower and wish to alleviate any disagreements we may have with each other. However we seem to have some difference on our perspectives, problems, or expectations.
Our records indicate an initial service to your mower starting about 8-1-16. We received your mower and determined it needed regular service items, oil, plug, filter, new blade, and deck cleaning. In addition, the armature and drive wheels were determined to be bad. These parts were changed and service complete on about 8-8-16. So about an 8 day turnaround, not bad considering some parts were not on hand and needed ordered special for the job. Our normal procedure would be to call and have service procedures approved. Our records indicate having done so. The total bill of [redacted] was about half parts and about half labor, and reasonable for the service performed. You picked up the unit and accepted the terms.
Our next communication from you was 10-18-16, over two months later. You brought the mower in, and that very day we contacted you and you agreed to our estimate of [redacted] for repair. The service performed per the work order was tightening up handles and stuff related to on/off switch. A nominal $40 was charged to make adjustments. Clearly unrelated to prior service. No extra parts were billed.
Your complaint(s):
A: "Unaware of amount of service." We indicate several attempts to contact you.
B: "The mower did not work properly so I returned it on Oct 17th." You imply the mower did not work properly and only discover or make us aware 2 months later.
1. Since the oil was changed and drive wheels were changed on prior service, it is clear the mower was used extensively in the period between 8-8-16 and 10-17-16.
2. The 2nd repair was a handle adjustment to on/off switch. Clearly unrelated to prior repair.
C: "I returned it on Oct 17th and was told they would not do anything first without calling" This was a minor adjustment and had to correct the problem to diagnose it. You were charged a nominal labor fee for the adjustment. No parts were charged.
D: "The service man said the oil was dirty". The oil was changed in August, and apparently used until Oct, and looked dirty. This is logical.
E: "When I got home the mower wouldn't start" . You even say it started before you took it. I cant answer for why it doesn't start for you at home after being transported by you. Our Tech started the mower for you several times, he warned you of potential causes of failures like your most recent issue. We regularly provide this level of extra service.
Consumer's desired resolution:
"Fix or refund!" We would be happy to fix your mower! We have fixed your mower several times in the past and will be happy to do it again. And we would be happy to stand behind our work. But we ask a couple things as well. We cannot stand behind wear, misuse, neglect, or improper care. Not unlike manufacturer's warranty, we can't control many things that happen away from our facility. We ask that you understand that we work for you, not against you. And wish to provide you a sevice.
"They practice 'fixing' things without notifying the customer..." We strive to keep customers aware of issues as they arise. We have a routine of calling customers with estimates of repair costs. This is our normal practice and is recorded on internal repair documents. Often consumers are difficult to reach and must be called several times. Often messages are left on answering machines or family members, that we await approval on repairs. And this process consumes an immense effort on our part, and causes long delays to job completion, but it is and will continue to be normal practice. There are many occasions this just does not make sense. You bring us a machine to fix, in good faith that we can and will fix it. We accept your machine in good faith, that you wish us to fix it. A minor adjustment, as the second service ticket indicated, is something that will just be done, in good faith, that this is our job!
If your mower doesn't start. Bring it to us. We will be happy to make it start
Initial Consumer Rebuttal /* (3000, 7, 2016/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They claim that ybey have fixed my mower several times before which is not true. I work during the day and could not return the mower. My neighbors are witnesses to me trying to start the mower once I got it home. They ckaim to have made sevwral attempts to call, but never, only when the mower was "ready". The wheels are the exact same wheels from when I purchased it, almost bald. The mower will not start and they can come to my house and try starting it but I will not lift it again to bring it to them at all. I demand a refund. Please send someone out and they can talk to my neigbbors and also try starting it.