Monticue Sales and Service

To Whom It May Concern;This is to acknowledge receipt of customer complaint # [redacted] from the Revdex.com'sOfficeMonticue Sales and Service intend to respond to this complaint and assist to resolve the matter.We acknowledge a Stand on Mower/ Tractor was purchased by [redacted] on July 1, Itwas received and uncrated by Monticue Sales and ServiceA few days later, we received a call from Mr[redacted] 's mother, or other female representative, saying he was not pleased with the way the mowerwas cuttingWe advised her that we would do whatever was possible to correct any issues, when sheasked about a return we advised her we do not return mowers, as they do not have any type of "moneyback guarantee" by the manufacturers.We do not typically stock this unit, as it is not popular in our area, therefore to make sure we were not"missing" something simple we had our sales representative of the [redacted] company contact thecustomerThe sales representative, [redacted] W [redacted] of [redacted] , spoke with Mr [redacted] and they decided he needed to bring the mower in to be looked at.Mr [redacted] came back, July 5th, 2017, with the mower indicating it was not cutting properlyWhileMr [redacted] was dropping the mower off, I made Mr [redacted] mow with the unit at our business andeverything cut properlyMr [redacted] 's response was he admits it cut fine here, but he has high endgrass at his home and not the style grass that we had at our locationMy review and assessment of themower was done, completed and emailed to our sales representative, [redacted] , on July 6, 2017,indicating there were no issues with the unit itself, looking for advisement on how to proceed andanything else that may need to be checkedAs stated earlier, this is not a unit we keep in stock andtherefore asked for further guidance.Mr [redacted] was not happy that there were no "issues" with the mowerAt the time [redacted] told us hesuggested Mr [redacted] contact the manufacturerMr [redacted] did just that and emailed photos ofthe grass and the "poor" cut the mower performed to the manufacturer of the mower, Schiller GroundsCare, where the Technical Support Engineer, reviewed the submitted photos and explanation andoffered a solution to Mr [redacted] , via email, on July 13, (The chain of emails is attached asprovided by the manufacturer) The manufacturer has offered a solution to Mr [redacted] 's "issue"however, since Mr [redacted] has never picked his unit up from our dealership, he has not tried to usethe unit in a proper capacity.Mr [redacted] has only spoken to the sales representative from our distributor, [redacted] ,and has not contacted our dealership directly in recent weeks.In his initial claim Mr [redacted] also states that "The distributor and manufacturer also offered acompromise with the dealer to give me a replacement mower which the dealer refused." This is false.No such offer was presented to the dealer, and after speaking with both the manufacturer and thedistributor, neither is aware where this claim is coming from.In an effort to resolve, may I offer a joint meeting of myself, Mr [redacted] and a representative of theRevdex.com to complete a cutting at Mr [redacted] 's home, under similar conditions, withthe unit at proper settings, as instructed in the attached emails, to verify whether the mower is in factrunning properly or whether it is being improperly operatedI also will add if there is no problem withthe machine this unit is no longer new, meaning it is now a used unit and has lost value no differentthan an automobile, meaning it would only be purchased back off the Mr [redacted] at it actualmarketable valueMr [redacted] did finance this machine and at that time he would have to make surethe lean on the unit was resolvedBefore anything would even be considered.Sincerely,Alex M [redacted] Owner

To Whom It May Concern;This is to acknowledge receipt of customer complaint #*** from the Revdex.com'sOfficeMonticue Sales and Service intend to respond to this complaint and assist to resolve the matter.We acknowledge a Stand on Mower/ Tractor was purchased by *** ***
on July 1, Itwas received and uncrated by Monticue Sales and ServiceA few days later, we received a call from Mr.***'s mother, or other female representative, saying he was not pleased with the way the mowerwas cuttingWe advised her that we would do whatever was possible to correct any issues, when sheasked about a return we advised her we do not return mowers, as they do not have any type of "moneyback guarantee" by the manufacturers.We do not typically stock this unit, as it is not popular in our area, therefore to make sure we were not"missing" something simple we had our sales representative of the *** company contact thecustomerThe sales representative, *** W*** of *** ***, spoke with Mr***and they decided he needed to bring the mower in to be looked at.Mr*** came back, July 5th, 2017, with the mower indicating it was not cutting properlyWhileMr*** was dropping the mower off, I made Mr*** mow with the unit at our business andeverything cut properlyMr***'s response was he admits it cut fine here, but he has high endgrass at his home and not the style grass that we had at our locationMy review and assessment of themower was done, completed and emailed to our sales representative, *** ***, on July 6, 2017,indicating there were no issues with the unit itself, looking for advisement on how to proceed andanything else that may need to be checkedAs stated earlier, this is not a unit we keep in stock andtherefore asked for further guidance.Mr*** was not happy that there were no "issues" with the mowerAt the time *** told us hesuggested Mr*** contact the manufacturerMr*** did just that and emailed photos ofthe grass and the "poor" cut the mower performed to the manufacturer of the mower, Schiller GroundsCare, where the Technical Support Engineer, reviewed the submitted photos and explanation andoffered a solution to Mr***, via email, on July 13, (The chain of emails is attached asprovided by the manufacturer) The manufacturer has offered a solution to Mr***'s "issue"however, since Mr*** has never picked his unit up from our dealership, he has not tried to usethe unit in a proper capacity.Mr*** has only spoken to the sales representative from our distributor, *** ***,and has not contacted our dealership directly in recent weeks.In his initial claim Mr*** also states that "The distributor and manufacturer also offered acompromise with the dealer to give me a replacement mower which the dealer refused." This is false.No such offer was presented to the dealer, and after speaking with both the manufacturer and thedistributor, neither is aware where this claim is coming from.In an effort to resolve, may I offer a joint meeting of myself, Mr*** and a representative of theRevdex.com to complete a cutting at Mr***'s home, under similar conditions, withthe unit at proper settings, as instructed in the attached emails, to verify whether the mower is in factrunning properly or whether it is being improperly operatedI also will add if there is no problem withthe machine this unit is no longer new, meaning it is now a used unit and has lost value no differentthan an automobile, meaning it would only be purchased back off the Mr*** at it actualmarketable valueMr*** did finance this machine and at that time he would have to make surethe lean on the unit was resolvedBefore anything would even be considered.Sincerely,Alex M***Owner

To Whom It May Concern;This is to acknowledge receipt of customer complaint #[redacted] from the Revdex.com'sOffice. Monticue Sales and Service intend to respond to this complaint and assist to resolve the matter.We acknowledge a Stand on Mower/ Tractor was purchased by [redacted]...

on July 1, 2017. Itwas received and uncrated by Monticue Sales and Service. A few days later, we received a call from Mr.[redacted]'s mother, or other female representative, saying he was not pleased with the way the mowerwas cutting. We advised her that we would do whatever was possible to correct any issues, when sheasked about a return we advised her we do not return mowers, as they do not have any type of "moneyback guarantee" by the manufacturers.We do not typically stock this unit, as it is not popular in our area, therefore to make sure we were not"missing" something simple we had our sales representative of the [redacted] company contact thecustomer. The sales representative, [redacted] W[redacted] of [redacted], spoke with Mr. [redacted]and they decided he needed to bring the mower in to be looked at.Mr. [redacted] came back, July 5th, 2017, with the mower indicating it was not cutting properly. WhileMr. [redacted] was dropping the mower off, I made Mr. [redacted] mow with the unit at our business andeverything cut properly. Mr. [redacted]'s response was he admits it cut fine here, but he has high endgrass at his home and not the style grass that we had at our location. My review and assessment of themower was done, completed and emailed to our sales representative, [redacted], on July 6, 2017,indicating there were no issues with the unit itself, looking for advisement on how to proceed andanything else that may need to be checked. As stated earlier, this is not a unit we keep in stock andtherefore asked for further guidance.Mr. [redacted] was not happy that there were no "issues" with the mower. At the time [redacted] told us hesuggested Mr. [redacted] contact the manufacturer. Mr. [redacted] did just that and emailed photos ofthe grass and the "poor" cut the mower performed to the manufacturer of the mower, Schiller GroundsCare, where the Technical Support Engineer, reviewed the submitted photos and explanation andoffered a solution to Mr. [redacted], via email, on July 13, 2017. (The chain of emails is attached asprovided by the manufacturer) The manufacturer has offered a solution to Mr. [redacted]'s "issue"however, since Mr. [redacted] has never picked his unit up from our dealership, he has not tried to usethe unit in a proper capacity.Mr. [redacted] has only spoken to the sales representative from our distributor, [redacted],and has not contacted our dealership directly in recent weeks.In his initial claim Mr. [redacted] also states that "The distributor and manufacturer also offered acompromise with the dealer to give me a replacement mower which the dealer refused." This is false.No such offer was presented to the dealer, and after speaking with both the manufacturer and thedistributor, neither is aware where this claim is coming from.In an effort to resolve, may I offer a joint meeting of myself, Mr. [redacted] and a representative of theRevdex.com to complete a cutting at Mr. [redacted]'s home, under similar conditions, withthe unit at proper settings, as instructed in the attached emails, to verify whether the mower is in factrunning properly or whether it is being improperly operated. I also will add if there is no problem withthe machine this unit is no longer new, meaning it is now a used unit and has lost value no differentthan an automobile, meaning it would only be purchased back off the Mr. [redacted] at it actualmarketable value. Mr. [redacted] did finance this machine and at that time he would have to make surethe lean on the unit was resolved. Before anything would even be considered.Sincerely,Alex M[redacted]Owner