Mr. L Services, Inc.

I have had positive dealings with this business the
different times I have used their services.
The code I was giving for this is: [redacted]

Review: I stoped in there place of business to get some parts for my riding lawnmore I had the deck with me but not the entire lawn more. I knew I needed several Hundread dollars worth of parts. Upon entering I explained to the lady what parts I needed she asked me for the model number I said that I dident have it but I had the deck in the truck, she handed me a piece of paper and a pen and TOLD me to go get the model number, I said once again that I had it in the truck and she said to go get it. So I went out and looked for a model number and couldent find one, so I went back inside and tried to elplain to her that I couldent find one. So she very rudly calls for someone in the back to watch the counter. She finally went outside and said where the mower? I said I told you I had the deck, not the entire mower, she replied she couldent do anything without the numbers on the entire mower, once again very rudly. I aske her if she could just look at the deck that she might be able to match up parts that way, she just said no she wouldent even look at it. So I drove 14 miles back home and called her with the model number, of course she had to call me back. As rude as ever she said that two of the parts where on back order and wanted some details on the deck itself, after having enough of additude I finally said that maybe she should of looked at the deck when I had it there. She replied that maybe I would want to pay one of her mechanics for looking at it. I said that you never asked me to, and besides I buying several hundread dollars worth of parts from you and the least you could do, well never mind I really don't like your additude and I think I'll go elswhere. She replied, I don't like yours ether and hung up on me.Desired Settlement: I've owned a service oriented business myself I just want them to know that I filed a complaint and you can't treat people that way.

Business

Response:

In reviewing the customers complaint on our survailance system when he was in our business on Thursday there was several other customers in at the same time. While she was finishing with one customer she asked "What we could do for him". He stated he needed parts for his mower deck, she asked if he had the model numbers with him he stated no so she handed him a pen and paper and asked him to get them off the mower. He then went outside and returned several minutes later and said he could not find them on the mower. She then told him that the model numbers would be on the mower usually a white label. This would be the numbers that we would need to get him the proper parts for his model of mower. He then stated that why cant you just come out and look and match them up. She again stated to him that each mower is item specific that you just cant match stuff up. ( for instance we have over 125 different pulleys in stock,70+mower blades,300+belts,30+ spindle,mandrel assemblys, all for different mowers) We have between 5 and 10 thousand parts on hand. All mowers are set up from the factory with a model and serial number, they can have a model item change in mid production and this is designated by the model and serial number. He insisted that she come out and look, at this time she called for one of the mechanics to come up and stop what he was doing to help another customer while she went out to look for the model numbers, this is when she found out that the only thing he had brought in the back of his truck was the mower deck itself, from a riding mower. If he would have stated this when he first came in that all he had brought in was the deck itself, she wouldnt have sent him out to get the model numbers originally, knowing that the manufactures dont put model numbers on mower decks unless it is a commercial mower. She explained to the customer again that she would still need the numbers to get him the proper parts for his exact mower for the parts needed.He then stated "cant you just have a mechanic come look", She again stated to him that they will still tell him the same thing. Model Numbers!!This is what will get him the proper parts for his mower without this we cant even go looking without getting the wrong parts. This is when the customer left and went to get his model numbers. When he did call back we were busy again with walk in customers so she took his model numbers and list of parts he needed along with his phone number and said as soon as she finished with the customers at the counter she would call him back. After a few minutes she called him back and told him that we have some of his parts in stock but a couple of his parts that he wanted were on backorder thru our west coast warehouse and that she could call them the next day, because it was after 5 pm, if he wanted to find a expected ship date. He then stated "Well will these parts fix my mower", he wanted complete assurance that his self diagnostics were going to cure his problem? She then told him she was not a mechanic and she would not be able to tell him that,This is when he also said "Well maybe you should have had a mechanic come out and look at it in the back of my truck". In order for our certified mechanics to diagnosis problems we need the mower, complete, to see exactly what is going on to make sure that all parts are functoning properly and to replace any and all parts needed. As far as numbers go, All engines and All Mowers have numbers on them. Each and every manufacturer specify to the builders how they want something done and built. Without these numbers it doesnt matter if it is a fifty cent part or a Hundred dollar part, they can look the same but there will be a variation to the part. As far as a safety concern, mower blades and deck parts are turning at 3600 rpm, give or take a little,if you install the wrong parts by just looking at them and trying to match them up, this can cause a blade or something else to fail or come loose and cause life threatening injuries and then whos liable?(L&I web site has some very graffic mower videos of true accidents) As far as attitude, this customer was first to show attitude towards the parts person because he did not have the numbers needed and wanted the parts person to just give him parts on a unknown bases. This customer was just inconvienced and mad because he did not come prepared with the proper information and we just wouldnt sell him any ole part off of the shelf like he thaught we should. In consideration of all events,I am going to stand behind my parts counter person for not selling this person any ole part off the shelf because of the fact of once he did call in with his numbers he wouldnt have been happy because some of them would have been wrong because we didnt have some of his proper parts in stock.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9176202, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have reviewed the response made by the business in reference to complaint ID 9176202, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

1) If they have a vedio tape thay should produce it. There was no one else in the shop, other than employees, at least up front.

2) I never asked for advice, how too, or recomondations on what to purchase or what I needed. I knew what I wanted , Two arbors and two blades. I have been a mechanic for over thirty years, I've been a combine mechanic for national frozen foods for many years the last thing I asked for was advise. What I din'nt have was part numbers and and I needed someone to order parts for me. It seems like when your going to order several hundread dollars worth of parts it don't seem like a lot to ask for help getting the part numbers, you know a little courtesy. 3) for all there claims, I was able to go to Sears with the same exact deck, with no more information then I had when I went to there place of business, Sears had no trouble ording the parts for me, no liability issues, no back order issues and extremly courteous.I guess I just want this business to know that word of mouth advertising is your best form of advertising, but it can go both ways...................good and bad.