Mower Medic

December 7, 2015RESPONSE RE [redacted] Several weeks ago, [redacted] requested our services for the repair of his [redacted] Lawn tractorAlthough severe damage was noted, we were able to complete the repairs and return it in reasonably good operating condition [redacted] was present at the time of delivery, and was witness as I unloaded the tractor from our truck, drove it down a long, extended driveway and parked it at his requested locationApproximately two weeks later, [redacted] called to inform me of a problem he was encountering with the steering assembly and he insinuated that the problem had been caused by us while at our shopI informed him that each piece of equipment we service is tested and examined before being returned and reminded him that he, himself was witness to the delivery of his tractor and no noticeable steering problem was notedCertainly, [redacted] had to have driven the tractor after our delivery in order to place it in his storage shed which is located a distance from where it was parked, yet no call was made to us at that time to indicate any potential problemDespite these issues, I did agree to make an appointment to come to his house in order to examine the problem.On two separate occasions, [redacted] failed to either have someone available on the day of our scheduled appointment or have the equipment available for our driver to retrieveOn one such occasion, he called our office late in the day to cancel, however the driver had already been to his location as scheduled and found no one home and no equipmentWhen [redacted] again called a few days later, I informed him that according to the terms of our service (which he had been given a copy), we must charge for the additional failed attemptsI explained that these fees, based on distance and time, must be paid in advance of any further serviceMy driver must be paid for his time regardless of the situationWhen [redacted] proceeded to threaten me with legal action, I felt no need to continue our conversation.We will be more then happy to provide service to [redacted] if he wishes to create a newservice order, but only under the terms as mentionedTo allow any special exemptions would be unfair to our many existing customers who understand and readily accept these same terms.Jack [redacted] D***, owner Mower-Medic of Southern Maryland?

Complaint: [redacted] I am rejecting this response because: I can't let all the incorrect comments by Mover Medic go unansweredI agree to him coming out and looking at the mower that's all I asked him to do when we spoke for the second time on the phone, but he immediately stated it wasn't his fault and as I stated there was nothing wrong with the steering when he took itAs to his comment that the tractor was neglected is a complete lie because I told him my son drove it and banged up the blades he is using this as some excuse to why the steering has issues the tractor is kept in doors and never sits out in the weather The tractor went in for maintenance and I never questioned his almost $bill I paid it which is a 3rd of the price of the tractorHe stated that I called the day of the pickup when in reality I called the day before, he also said at first that I never called him now he has my message? I spoke with another repair shop to figure out what was wrong they asked me how was the tractor loaded and unloaded I stated I didn't know how it was picked up but I did see it delivered from a tall heavy duty van on two wood ramps which where very highI was very nervous when he unloaded it due to the extreme elevationThe tractor hit the ground pretty hard, he (other shop) told me what do you think the impact was trying to get it up that steep ramp times the impact he stated the force of the impact probably pushed the axles rode into the steering tube and jammed it he sees this all the time, so this could be the problem which I wanted Mover Medic to check out its reasonable explanation other then him just denying itAs to the three visits I was 100% wrong for the first pick up I apologized times to him, which was a Saturday pickupThe second pick up he took the machine and fixed it The third pick up to re-look at the steering was also a Saturday pick up and I called him on Friday afternoon because I was away in the military and couldn't get back I finished with the back and forth with him making up wrong and incorrect accusations He should come and look at the tractor as I asked him the first timeWhen I stated I would go to the Revdex.com he said go ahead I don't care so not sure how seriously he will take this but I'm available at his convenience I will not pay the $to take it back to his shop if needed I will delivery it my self which I offered before but he refusedOtherwise I will have it repaired by another shop and pursue reimbursement through legal meansIts not a threat it principalsThank you for your consideration in resolving this issue Regards, [redacted]

December 7, 2015RESPONSE RE ***Several weeks ago, *** *** requested our services for the repair of his *** *** Lawn tractorAlthough severe damage was noted, we were able to complete the repairs and return it in reasonably good operating condition*** *** was present at the
time of delivery, and was witness as I unloaded the tractor from our truck, drove it down a long, extended driveway and parked it at his requested locationApproximately two weeks later, *** *** called to inform me of a problem he was encountering with the steering assembly and he insinuated that the problem had been caused by us while at our shopI informed him that each piece of equipment we service is tested and examined before being returned and reminded him that he, himself was witness to the delivery of his tractor and no noticeable steering problem was notedCertainly, *** *** had to have driven the tractor after our delivery in order to place it in his storage shed which is located a distance from where it was parked, yet no call was made to us at that time to indicate any potential problemDespite these issues, I did agree to make an appointment to come to his house in order to examine the problem.On two separate occasions, *** *** failed to either have someone available on the day of our scheduled appointment or have the equipment available for our driver to retrieveOn one such occasion, he called our office late in the day to cancel, however the driver had already been to his location as scheduled and found no one home and no equipmentWhen *** *** again called a few days later, I informed him that according to the terms of our service (which he had been given a copy), we must charge for the additional failed attemptsI explained that these fees, based on distance and time, must be paid in advance of any further serviceMy driver must be paid for his time regardless of the situationWhen *** *** proceeded to threaten me with legal action, I felt no need to continue our conversation.We will be more then happy to provide service to *** *** if he wishes to create a newservice order, but only under the terms as mentionedTo allow any special exemptions would be unfair to our many existing customers who understand and readily accept these same terms.Jack * D***, owner Mower-Medic of Southern Maryland?

*** *** continues to ignore the fact that on twe-eeeasiens-he-failed-to-have his equipment available for pickup as scheduledThe second attempt that he refers to was scheduled for Friday, not SaturdaySaturdays are a half day and both of my employees are offOn occasion I will do pickups myself if needed, but generally, there are no pickups on that day*** *** called mid-day on Friday after my driver had left the shop to begin his routeUnfortunately, by the time we received his call to cancel, he had already made his stop at *** ***'s houseAll this was explained in detail in my initial responseAgain, my driver is to be paid for each stop regardless of whether the customer remembers to have the equipment availableAfter two no show incidents, we feel it is only fair to expect to be compensated for the lost time and expense (as clearly outlined in the terms and conditions of our service).Again, *** ***'s insinuation that we somehow damaged his equipment is simple not acceptable to usWhen we received his lawn tractor for repair, severe damaged was noted due to neglect and abuse, however, at that time, we found no issue with the steeringIf other damage had been found we certainly would have discussed it with himKeep in mind we are in the business of repair; this is how we generate our income! Again, had we found any other repair issues I certainly would have discussed them with him!We fairly charged *** *** for the work that was outlined on his invoiceIf he wishes to continue with additional repairs, we will be happy to accommodate himI will be willing, therefor, to again schedule an appointment at his house, accompanied by the mechanic that completed the initial repair, to examine his problem, HOWEVER, if he elects to have it returned to our shop, we must insist that the additional delivery fees be paid in advance.I certainly do not question *** ***'s integrity and I never once suspected for a moment that he would lie about anything, but I do believe he is confused about the dates as well as the nature of the repairWe also feel we operate with that same integrity and honesty; more than thirty years of business and many dozens of return customers should speak for that

Complaint: [redacted]
I am rejecting this response because: I can't let all the incorrect comments by Mover Medic go unanswered. I agree to him coming out and looking at the mower that's all I asked him to do when we spoke for the second time on the phone, but he immediately stated it wasn't his fault and as I stated there was nothing wrong with the steering when he took it. As to his comment that the tractor was neglected is a complete lie because I told him my son drove it and banged up the blades he is using this as some excuse to why the steering has issues the tractor is kept in doors and never sits out in the weather . The tractor went in for normal maintenance and I never questioned his almost $400 bill I paid it which is a 3rd of the price of the tractor. He stated that I called the day of the pickup when in reality I called the day before, he also said at first that I never called him now he has my message?  I spoke with another repair shop to figure out what was wrong they asked me how was the tractor loaded and unloaded I stated I didn't know how it was picked up but I did see it delivered from a tall heavy duty van on two wood ramps which where very high. I was very nervous when he unloaded it due to the extreme elevation. The tractor hit the ground pretty hard,  he (other shop) told me what do you think the impact was trying to get it up that steep ramp 3 times the impact he stated the force of the impact probably pushed the axles rode into the steering tube and jammed it he sees this all the time, so this could be the problem which I wanted Mover Medic to check out its reasonable explanation other then him just denying it. As to the three visits I was 100% wrong for the first pick up I apologized 10 times to him, which was a Saturday pickup. The second pick up he took the machine and fixed it.  The third pick up to re-look at the steering was also a Saturday pick up and I called him on Friday afternoon because I was away in the military and couldn't get back.  I finished with the back and forth with him making up wrong and incorrect accusations He should come and look at the tractor as I asked him the first time. When I stated I would go to the Revdex.com he said go ahead I don't care so not sure how seriously he will take this but I'm available at his convenience I will not pay the $50 to take it back to his shop if needed I will delivery it my self which I offered before but he refused. Otherwise I will have it repaired by another shop and pursue reimbursement through legal means. Its not a threat it principals. Thank you for your consideration in resolving this issue.
Regards,
[redacted]

December 7, 2015RESPONSE RE [redacted]Several weeks ago, [redacted] requested our services for the repair of his [redacted] Lawn tractor. Although severe damage was noted, we were able to complete the repairs and return it in reasonably good operating condition. [redacted] was present at the time of...

delivery, and was witness as I unloaded the tractor from our truck, drove it down a long, extended driveway and parked it at his requested location. Approximately two weeks later, [redacted] called to inform me of a problem he was encountering with the steering assembly and he insinuated that the problem had been caused by us while at our shop. I informed him that each piece of equipment we service is tested and examined before being returned and reminded him that he, himself was witness to the delivery of his tractor and no noticeable steering problem was noted. Certainly, [redacted] had to have driven the tractor after our delivery in order to place it in his storage shed which is located a distance from where it was parked, yet no call was made to us at that time to indicate any potential problem. Despite these issues, I did agree to make an appointment to come to his house in order to examine the problem.On two separate occasions, [redacted] failed to either have someone available on the day of our scheduled appointment or have the equipment available for our driver to retrieve. On one such occasion, he called our office late in the day to cancel, however the driver had already been to his location as scheduled and found no one home and no equipment. When [redacted] again called a few days later, I informed him that according to the terms of our service (which he had been given a copy), we must charge for the additional failed attempts. I explained that these fees, based on distance and time, must be paid in advance of any further service. My driver must be paid for his time regardless of the situation. When [redacted] proceeded to threaten me with legal action, I felt no need to continue our conversation.We will be more then happy to provide service to [redacted] if he wishes to create a newservice order, but only under the normal terms as mentioned. To allow any special exemptions would be unfair to our many existing customers who understand and readily accept these same terms.Jack * D[redacted], owner Mower-Medic of Southern Maryland?