Paps Saws Mowers & more

I received a fax today from your office with a customer concernThis customer purchased this mower in May as he saidHe was told of the benefits of the flail mower and the all wheel drive capabilitiesHowever, we did not encourage him to mow brush with itThat is not the mower's designWe have sold several of these mowers and have had no other complaintsThe customer would be able to mow tall grass but not brush with itAs for the engine not running correctly, we found dirty fuel in the fuel tank and his air filter was extremely dirty Warranty does not cover thatI have filed several warranty claims through Husqvarna and they have taken care of most of his issuesWarranty does not cover customer abuseThe customer bought the mower in with a stick about foot long and about inches in diameter that was jammed into the transmission, the stick ruined the fanWe had to replace the fanWarranty does not cover thatThe leaking transmission that the customer complained about was fixed under warrantyHusqvarna had issued a bulletin for that repair at no cost to the customerWe have repaired every issue that the customer has hadAgain, this unit is a mower, not a tractorWe informed the customer that he could not use this mower as a brush cutter The customer left the unit in front of our dealership with a letter stating that he no longer wanted it We have done our best to satisfy this customerWe have had no complaints from any other customers Thank you, [redacted] ***, owner Pap's Saws Mowers and More

I have reviewed the customer's complaint of this mowerWe have repaired this mower every time the customer has brought it back to our businessWe have found customer abuse to be the primary reason for the damages to this mowerWe do not feel we should give a refund to this customerWe did not misrepresent the capabilities of this mowerI feel that it wouldn't matter what brand of mower this customer purchased it would be abusedA mower is for mowingYou can misuse any piece of equipment and complain it doesn't work properlyAs for the storage fee, we did not bring the mower hereIt was dropped off after hours with a note attached to it saying he did not want it anymoreHe had financed the mower through a finance companyWhen he found out it would hurt his credit, he decided that we should give him his money backWe have had to keep the mower in storage while we wait for him to pick it upWe have not kept the customer from picking up his mowerHe calls us on a cell phone and leaves messages that we can not understandWe have told him that we can not hear his messages but he refuses to come in our shop and speak to us personallyWe have tried to work with him but we can not reach an agreementWe will not refund his moneyHowever, he may pick up his mower when he wantsWe have sold several of these mowers and have had no other issues with any of our customersThey have been very pleased with their purchaseWe even have a Demo of this mower that customers can take home and try for a day to see if they like it

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First to deal with the engine. I have used nothing but octane gas from the new *** Sheetz in the mower from the same gas containers I have used for over a year on my UTV. I have not had any issues with the UTV. As for the air filter, the mower only has about hours on it and WV has been everything but dry this summer. So the filters should not have been an issue unless they were already issues when this machine was sold to me. I told them that the engine issue has only been happening after I mow for a long period of time then stop to refuel/rest. I suspect that they never done this and are incompetent to find the problem. They also charged me about $for the filters. I was not in the mood to argue the issue with them so I just paid so I could go mow my overly tall grass which seems to be usual this year with this new expensive mower. The sticks are my primary complaint and why I believe this mower has an engineering flaw. The last time I pick up the mower from repairs the gentlemen who initially should me the mower told me that another customer complained about sticks breaking belts and they blamed him as well telling him that he shouldn't be brush hogging with this mower. My complaint is just because I mow around and next to trees doesn't mean I'm mowing brush. In fact I have never mowed anything new since the first weekend I had the mower and this has been when I have been having all the issues. I have been mowing with lawn tractors for over years with machines that cost 1/less then this one and have never had issues with sticks like this mower and have mowed way worse area then this mower has ever seen. So are they saying there mower that costs times as much is not as durable as others? The belts are such an issue the last time I took it back for them to replace I brought it back to mow my grass it in broke instantly. They claimed it was installed incorrectly. That sounds like faulty engineering to me. As for my multiple trips back to Pap's Saws Mowers & more for the repairs they have mentioned that again is one of my points. Every time I use the mower there are issues and I have to return the mower, wait for several days, and go pick it back up not ever getting my grass properly mowed on the weekend which is the only time I can get it done. A mower that costs $6,should not need to go back just about every weekend. This all is evidence that the mower is not high quality and has not business being sold in WV. This is mostly likely a great mower for county clubs and golf courses but not for WV lawn mowing with trees. Finally, since the financial company doesn't care about my rights what so ever and I would not allow them to put a repossession on my record they are demanding I buy $a day storage fee. And they still have not repaired the warranty issue with the engine. To me it is obvious that this particle mower has issues and I want a refund. If a refund cannot be done I would consider a trade for a mower that doesn't have belt issues from an exposed under belly. I wish I was a mechanical engineer so I could have picked up on this design flaw and avoided this headache.
Regards,
*** ***

I received a fax today from your office with a customer concern. This customer purchased this mower in May 2015 as he said. He was told of the benefits of the flail mower and the all wheel drive capabilities. However, we did not encourage him to mow brush with it. That is not the mower's design. We...

have sold several of these mowers and have had no other complaints. The customer would be able to mow tall grass but not brush with it. As for the engine not running correctly, we found dirty fuel in the fuel tank and his air filter was extremely dirty.  Warranty does not cover that. I have filed several warranty claims through Husqvarna and they have taken care of most of his issues. Warranty does not cover customer abuse. The customer bought the mower in with a stick about 2 foot long and about 3 inches in diameter that was jammed into the transmission, the stick ruined the fan. We had to replace the fan. Warranty does not cover that. The leaking transmission that the customer complained about was fixed under warranty. Husqvarna had issued a bulletin for that repair at no cost to the customer. We have repaired every issue that the customer has had. Again, this unit is a mower, not a tractor. We informed the customer that he could not use this mower as a brush cutter.  The customer left the unit in front of our dealership with a letter stating that he no longer wanted it.  We have done our best to satisfy this customer. We have had no complaints from any other customers.    Thank you, [redacted], owner Pap's Saws Mowers and  More.