Northwest Growers Association LLC

What is RUDE? – Requesting a service of a company then leaving the machine with the repair company since May 21, with no response to any of the several messages Then trying to change the request and make the service company the bad guy The service request on the machine in question has the name [redacted] on it, not [redacted] The request for service simply states: SP Cables? - Won’t stay running – Sharpen Once the technician completed the work order he noted: Cable put back in handle, works New Carb Sharpen Completed 5/21/ As usual, in May we are at peak season and the repairs for this machine were no more than what was quoted at the time the equipment was brought to my shop This particular machine is a relatively new machine and well worth the repairs The machine received a seasonal service for a machine that had not been properly cared for Average price for this type of seasonal service is between $to $ The customer was told this when she dropped it off Upon completion of the service phone calls to the customer were made on; 5/– 6/– 7/– 8/18, and messages were left on the customers voice mail when it was not full and not able to take any new messages None of the messages we left informing the owner were responded to by the owner On 8/my intent was to let the person who answered the phone know the machine had been repaired in May and still here in August Machines that sit with fuel in them for more than days will have issues running This machine was brought to my shop because of the failure of the owner to properly understand and perform end of season preventive maintenance on the fuel system Now I am the bad guy who helped She states she never gave us permission to fix it? Please understand that at peak season we will give estimates prior to repair Unfortunately, during Peak season an estimate will increase the time your equipment is in the shop There was no indication of a requested estimate noted on the work order I wrote, dated May 5th The work order was simply a push mower that needed a tune up It was a standard tune up request No notation was on the work order for an estimate and the work was completed on time by May 21st The customer also needs to understand that a $fee is charged when we give a requested estimate and the customer does not want us to perform the service If the customer requested this estimate service, notations on the work order would be in place and the $fee would have been understood I understand the need for my customers to try to save money, but they need to do their homework and not assume that they are always right and that somebody is trying to screw them! Customers receive an invoice for the service we perform; it clearly states what was done and what is due Just like the non-existent request for an estimate, the complainant is now asking for payment terms We do not offer payment terms; we have posted a payment policy of COD - CASH, Company Check, or personal check for over $ I will not sell the machine because State Law requires me to take a few extra steps I probable cannot sell this machine anyway as it now has been sitting for days and the fuel tank and carb will again be in need of cleaning I also have a policy to charge customers storage charges of $ per day after the equipment has sat on my lot for days after they are notified that their equipment has been repaired The machine also had a thirty day warranty that has already ran out on June 21, The price on the repair is valid and reasonable and will not be adjusted except for storage I do have legal remedies if the equipment is not picked up and paid for within a reasonable amount of time It actually is amazing how fast a person will respond when they think they will lose something As I stated earlier we left voice mail messages on; 5/– 6/– 7/with no response from the owners The call on 8/was done in an effort to get the customer to take action Was I rude to her? It is hard to have a conversation when the customer does not respect you and as she claimed, I was the only person with a talk over issue Please inform the customer that her machine was ready for pick up on May the 21st, I will complete the disposal paper work by the end of November if it is still at my facility I normally do not charge my customers storage fees, but in this case storage fees will apply if this machine is not paid for and removed from my site by Friday 8/28/ Sincerely Bob Magnotti

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

What
is RUDE? – Requesting a service of a company then leaving the machine with the
repair company since May 21, 2015 with no response to any of the several
messages.  Then trying to change the
request and make the service company the bad guy.
 
The
service request on the...

machine in question has the name [redacted] on it,
not [redacted]  The request for service simply
states:
SP Cables? - 
Won’t stay running – Sharpen
Once the technician completed the work order he noted:
Cable put back in handle,
works.
New Carb 799868
Sharpen
Completed 5/21/15
 
As usual, in May we are at peak season and the repairs for
this machine were no more than what was quoted at the time the equipment was
brought to my shop.  This particular
machine is a relatively new machine and well worth the repairs.  The machine received a normal seasonal
service for a machine that had not been properly cared for.  Average price for this type of seasonal
service is between $85 to $125.  The customer was told this when she dropped it off.
 
Upon completion of the service phone calls to the customer were made on; 5/21 – 6/25 –
7/24 – 8/18, and messages were left on the customers voice mail when it was not
full and not able to take any new messages.. 
None of the messages we left informing the owner were responded to by the owner.  On 8/18 my intent was to let the person who
answered the phone know the machine had been repaired in May 2015 and still
here in August.  Machines that sit with
fuel in them for more than 30 days will have issues running.  This machine was brought to my shop because
of the failure of the owner to properly understand and perform end of season
preventive maintenance on the fuel system. 
Now I am the bad guy who helped.
 
She states she never gave us permission to fix it?  Please understand that at peak season we
will give estimates prior to repair. 
Unfortunately, during Peak season an estimate will increase the time
your equipment is in the shop.  There
was no indication of a requested estimate noted on the work order I wrote,
dated May 5th.  The work
order was simply a push mower that needed a tune up.  It was a standard tune up request.  No notation was on the work order for an estimate and the work
was completed on time by May 21st. 
The customer also needs to understand that a $35 fee is charged when we
give a requested estimate and the customer does not want us to perform the
service.  If the customer requested this
estimate service, notations on the work order would be in place and the $35 fee
would have been understood.  I
understand the need for my customers to try to save money, but they need to do
their homework and not assume that they are always right and that somebody is
trying to screw them!
 
Customers receive an invoice for the service we perform;
it clearly states what was done and what is due.  Just like the non-existent request for an estimate, the
complainant is now asking for payment terms. 
We do not offer payment terms; we have posted a payment policy of COD -
CASH, Company Check, or personal check for over $200.  I will not sell the machine because State Law requires me to take
a few extra steps.  I probable cannot
sell this machine anyway as it now has been sitting for 90 days and the fuel
tank and carb will again be in need of cleaning.  I also have a policy to charge customers storage charges of $4
per day after the equipment has sat on my lot for 14 days after they are
notified that their equipment has been repaired.  The machine also had a thirty day warranty that has already ran out on June 21,2015.
 
The price on the repair is valid and reasonable and will
not be adjusted except for storage.  I
do have legal remedies if the equipment is not picked up and paid for within a
reasonable amount of time.  It actually
is amazing how fast a person will respond when they think they will lose
something.  As I stated earlier we left
voice mail messages on; 5/21 – 6/25 – 7/24 with no response from the
owners.  The call on 8/18 was done in an
effort to get the customer to take action. 
Was I rude to her?  It is hard to
have a conversation when the customer does not respect you and as she claimed,
I was the only person with a talk over issue.
 
Please inform the customer that her machine was ready for
pick up on May the 21st, I will complete the disposal paper work by
the end of November if it is still at my facility.  I normally do not charge my customers storage fees, but in this
case storage fees will apply if this machine is not paid for and removed from my site by
Friday 8/28/2015.
 
Sincerely
Bob Magnotti

Hi: We have settled this issue (ID [redacted]) with the owner to their satisfaction. Sorry we were unable to get back to you sooner. Sincerely,[redacted]Epic Solar Inc.