Initial Business Response / [redacted] (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 otherHowever 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-We received your mower and determined it needed regular service items, oil, plug, filter, new blade, and deck cleaningIn addition, the armature and drive wheels were determined to be badThese parts were changed and service complete on about 8-8-So about an day turnaround, not bad considering some parts were not on hand and needed ordered special for the jobOur procedure would be to call and have service procedures approvedOur records indicate having done soThe total bill of [redacted] was about half parts and about half labor, and reasonable for the service performedYou picked up the unit and accepted the terms Our next communication from you was 10-18-16, over two months laterYou brought the mower in, and that very day we contacted you and you agreed to our estimate of [redacted] for repairThe service performed per the work order was tightening up handles and stuff related to on/off switchA nominal $was charged to make adjustmentsClearly unrelated to prior serviceNo 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 months later 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-and 10-17- The 2nd repair was a handle adjustment to on/off switchClearly 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 itYou were charged a nominal labor fee for the adjustmentNo 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 dirtyThis is logical E: "When I got home the mower wouldn't start" You even say it started before you took itI cant answer for why it doesn't start for you at home after being transported by youOur Tech started the mower for you several times, he warned you of potential causes of failures like your most recent issueWe 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 againAnd we would be happy to stand behind our workBut we ask a couple things as wellWe cannot stand behind wear, misuse, neglect, or improper careNot unlike manufacturer's warranty, we can't control many things that happen away from our facilityWe ask that you understand that we work for you, not against youAnd wish to provide you a sevice "They practice 'fixing' things without notifying the customer..." We strive to keep customers aware of issues as they ariseWe have a routine of calling customers with estimates of repair costsThis is our practice and is recorded on internal repair documentsOften consumers are difficult to reach and must be called several timesOften messages are left on answering machines or family members, that we await approval on repairsAnd this process consumes an immense effort on our part, and causes long delays to job completion, but it is and will continue to be practiceThere are many occasions this just does not make senseYou bring us a machine to fix, in good faith that we can and will fix itWe accept your machine in good faith, that you wish us to fix itA 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 startBring it to usWe will be happy to make it start Initial Consumer Rebuttal / [redacted] (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 trueI work during the day and could not return the mowerMy neighbors are witnesses to me trying to start the mower once I got it homeThey 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 baldThe 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 allI demand a refundPlease send someone out and they can talk to my neigbbors and also try starting it
Initial Business Response / [redacted] (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 otherHowever 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-We received your mower and determined it needed regular service items, oil, plug, filter, new blade, and deck cleaningIn addition, the armature and drive wheels were determined to be badThese parts were changed and service complete on about 8-8-So about an day turnaround, not bad considering some parts were not on hand and needed ordered special for the jobOur procedure would be to call and have service procedures approvedOur records indicate having done soThe total bill of [redacted] was about half parts and about half labor, and reasonable for the service performedYou picked up the unit and accepted the terms Our next communication from you was 10-18-16, over two months laterYou brought the mower in, and that very day we contacted you and you agreed to our estimate of [redacted] for repairThe service performed per the work order was tightening up handles and stuff related to on/off switchA nominal $was charged to make adjustmentsClearly unrelated to prior serviceNo 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 months later 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-and 10-17- The 2nd repair was a handle adjustment to on/off switchClearly 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 itYou were charged a nominal labor fee for the adjustmentNo 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 dirtyThis is logical E: "When I got home the mower wouldn't start" You even say it started before you took itI cant answer for why it doesn't start for you at home after being transported by youOur Tech started the mower for you several times, he warned you of potential causes of failures like your most recent issueWe 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 againAnd we would be happy to stand behind our workBut we ask a couple things as wellWe cannot stand behind wear, misuse, neglect, or improper careNot unlike manufacturer's warranty, we can't control many things that happen away from our facilityWe ask that you understand that we work for you, not against youAnd wish to provide you a sevice "They practice 'fixing' things without notifying the customer..." We strive to keep customers aware of issues as they ariseWe have a routine of calling customers with estimates of repair costsThis is our practice and is recorded on internal repair documentsOften consumers are difficult to reach and must be called several timesOften messages are left on answering machines or family members, that we await approval on repairsAnd this process consumes an immense effort on our part, and causes long delays to job completion, but it is and will continue to be practiceThere are many occasions this just does not make senseYou bring us a machine to fix, in good faith that we can and will fix itWe accept your machine in good faith, that you wish us to fix itA 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 startBring it to usWe will be happy to make it start Initial Consumer Rebuttal / [redacted] (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 trueI work during the day and could not return the mowerMy neighbors are witnesses to me trying to start the mower once I got it homeThey 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 baldThe 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 allI demand a refundPlease send someone out and they can talk to my neigbbors and also try starting it