Pat's Small Engine Service, LLC

I paid around for a transmission for my mowerI found that we had ordered the wrong oneI sent it back and paid for the shippingThe company is deducting $150from my refund for restocking purposesThe lady ask me if someone had told me that and they had notI think that that is an unreasonable amount to charge to restock a part (20%)I will not be ordering from them again and feel that others should know

Initial Business Response / [redacted] (1000, 5, 2015/03/26) */ Upon receiving the notice from the Revdex.com we duplicated the consumers order on our website using the model number provided in the complaintIt led us to part # [redacted] which is what the consumer orderedThe manufacturer of that item, Briggs & Stratton, superseded the part # to [redacted] (This change in the part number is also able to be found on a section of our website.) At this point we came to the conclusion that the consumers starter may not be the original starter, or, that the OEM diagram was incorrect Our Parts Manager called the consumer this afternoon to discuss the starterThe conversation led to the purchased item being available as two options; one with a clip and one with a roll pinThe consumer had purchased that with the roll pin and that is what was shipped and deliveredExplaining that the option with the clip is what the consumer actually needs, he cursed out our Parts Manager and immediately hung up the phone If the consumer would like to re-order the correct item, and/or return the original purchase, he may contact us at [redacted] Thank you

Over the years a huge negative dive in getting parts shipped expediently, for oneOrder one day and depending on which day, nearly a week they justify in getting it shippedAND if part of the order goes on back order, you don't know it but they don't ship the order until it's all in Weeks, sometimes, and you don't know because the order just doesn't come, and doesn't comeThey also don't inform you of this You have to call and find out each time if something went back orderI've spent $1000's at this business and have repeatedly talked with them about these issueseven just send me an email! It seems to fall on deaf earsGood prices, yesBut when your business depends on these parts to keep going day by day??

On August I ordered a Kohler engine CH20S short block from Pats Small Engine, Isanti, MN The cost $was competitive with most other retailersPats engines was given all the necessary information, Engine Family number, specification number, and serial numberAt the time of ordering I specifically asked if the part they were getting would work in my application, a John Deere FlawnmowerThe sellers answer was "Absolutely, this is what you need." The block arrived reasonably prompt but an incorrect crankshaft was installedI called Pats , explained the problem, and stated that it would have to be returnedThe sellers rude response was "We don't normally take returns"!!
REALLY??? A customer is charged $, sent a worthless part, and they won't take it back??? The employee at Pats suggested that I purchase a new crankshaft [At $250-$300] and install it myselfOr another suggestion was go to a local John Deere dealer and pay them about $ for what's neededNext morning I called Kohler's technical services departmentAfter giving them the exact same information that Pats had been given the tech said that Pats had ordered the wrong blockCalled Pats again and a very rude person reluctantly gave me a return authorization and stated that 25% of the total price would be deducted before any money was returnedThis mwas totally Pats Small engine's fault and responsibilityThe engine was returned exactly as received so the entire purchase price should be reimbursed and also the $shipping to return it should be reimbursedDuring a follphone call a few days later I was told that I should consider myself lucky that they took the block back and I received any money at all!!! UNBELIEVEABLE!!

Initial Business Response /* (1000, 8, 2015/03/31) */
*** See Attached ***
Thank you for this notificationIn response the following information is provided; Action taken by P SEP, action taken by the vendor, action taken by the consumer
The consumer contacted us (PSEP) in regards to
plastic pieces that were broken on the engine during shippingWe promptly sent the replacement parts out to the consumerAt a laterOatb V\Rreceive a call from the consumer that the engine is vibrating while it is runningAI& e contacted the vendor (CPD) about replacing the engine as defectiveThe service manager wos a of the office that week and we had to wait until the following Monday to gel assist `wee determine the problem with the engine, Paul (service manager with CPD) ctedti the coJisumerPaul recommended bringing the engine to a local service dealer to osvfany issues
The local serrvice dealer (Hoyer Outdoor Equip) found that the vibration was caused by a loose assqty.,,on the PTO clutchThey tightened this to proper specifications and the engine performed as normalAs a show of good will, the manufacture paid the service dealer foie la or so that the consumer would not be billedNotations on the labor invoice read,
"We checked engine 'speed was @ RMPsFound PTO stop loose on PTO clutchThis would cause excess vibrationTightened and re-assembled, all goodCentral Power will pay diagnostic charge."
Any questions please contact me
Sincerely
*** PSEP CSM -*** ext'

Initial Business Response /* (1000, 5, 2015/03/26) */
Upon receiving the notice from the Revdex.com we duplicated the consumers order on our website using the model number provided in the complaintIt led us to part #*** which is what the consumer orderedThe manufacturer of that item, Briggs &
Stratton, superseded the part # to ***(This change in the part number is also able to be found on a section of our website.) At this point we came to the conclusion that the consumers starter may not be the original starter, or, that the OEM diagram was incorrect
Our Parts Manager called the consumer this afternoon to discuss the starterThe conversation led to the purchased item being available as two options; one with a clip and one with a roll pinThe consumer had purchased that with the roll pin and that is what was shipped and deliveredExplaining that the option with the clip is what the consumer actually needs, he cursed out our Parts Manager and immediately hung up the phone
If the consumer would like to re-order the correct item, and/or return the original purchase, he may contact us at ***Thank you

I ordered parts on 9/01/I knew about their shipping and it said they ship ONLY via usps and fedexNow I know it's a holiday weekend but since I was ordering on a Wednesday and PAID $for 2nd day air, I didn't think it would be an issueWhy would it? On THURSDAY evening (the day after I ordered) at 7pm I get an email for ups, not usps, saying my order had shipped and it will be here Tuesday 9/06/by 6pmHmmmmUps??? Their company shipping policy states usps and fedex, that's the first problemSo I emailed stating that I paid $for 2nd day air, I understood the holiday on Monday but ups does ship on Saturdays so if someone is paying the extra, you go above and beyond to get the order out quicklyI mean, that's the only way these smaller businesses are going to make it against places like AmazonThe email they sent back stated basically too bad so sadWhen I pointed out they use a different company than what is stated on their website shipping policies, too bad so sadI really would like to recommend this store but they can't even compete in today's customer service demandsThis, like others, is a good warning for othersJust don't do itWhen I get my product, I pray it's right so I can be done with this company

Initial Business Response /* (1000, 8, 2015/12/21) */
Please see attached letter - thank you
Pat's Small Engine Plus
December 21,
Case # ***
Thank you for this notificationSnowblower was brought in to tune, get running, and to check beltsOur mechanic cut the carburetor
mounting bolts off in order to service the carburetorCarb needed to be replaced which corrected the "no start" conditionIt was replaced and the recoil rope was preparedMechanic wrote up the ticket to reflect carb replacement and recoil repair (with required bolt replacement)The mechanic overlooked the tunote yet did not bill the customer for tuservice or parts (spark plug)
Customer called back to speak with the owner of the business numerous times and was informed that the owner does not deal directly with the publicThe customer was demanding service that was not originally extended in the way of deliveryPat's Small Engine is willing to issue a tuif the equipment is delivered to our service shop
Any questions please contact me
Sincerely,
Brandon ***
PSEP CSM
***
Initial Consumer Rebuttal /* (3000, 10, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
yes they fixed the carb they did not tune it upas I was using it, it did not run right and the muffler fell off in the middle of my drivewayas I said I have my topper on and no way to get it to Patsand further more I will never return to that business in any way shape or formThey can send me a spark plug and the correct bolts to put the muffler on and they will never hear from me againOr they can do the right thing and pick it up and fix it like they were supposed to do in the first place.send me the parts and I will get it fixed on my own.I want them to stand behind their business and do the right thing.their reply is not acceptableSend me the parts.they are a business I will never do business with again.Send me the parts
Final Consumer Response /* (3000, 21, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they sent me a spark plug but not the bolts to replace the mufflerI need the bolts to replace the mufflerSend me the bolts so I can put the muffler back onThe spark plug is a start but I need those bolts.As it sits this is not acceptable without the bolts
Final Business Response /* (4000, 26, 2016/02/18) */
Two muffler bolts were looked up based on the model information provided on the original work orderThey were shipped with USPS and are out for delivery todayThank you for your patience

I paid around for a transmission for my mowerI found that we had ordered the wrong oneI sent it back and paid for the shippingThe company is deducting $150from my refund for restocking purposesThe lady ask me if someone had told me that and they had notI think that that is an unreasonable amount to charge to restock a part (20%)I will not be ordering from them again and feel that others should know

Initial Business Response /* (1000, 5, 2014/11/10) */
The order made by Mr*** has been returned to sender by the postal serviceWe have refunded the $that was paid for this order

Initial Business Response /* (1000, 10, 2015/11/10) */
***Document Attached***

I waited week's for the parts that I orderedTold me they were waiting on a part two weeks after the orderThey refused to expedite the shipping once it came inFinally got my parts in and the Item number I ordered and what was on the box was correct, what was inside the box was completely differentCalled them and customer service sent me to parts, then returns then told me they would call back and didn't

I ordered a part online for my lawn tractor using standard shippingI received the part in a week and it fit perfectlyThe online description of the part and which tractor it fit was excellentI am pleased with the experience

Initial Business Response /* (1000, 8, 2015/05/28) */
Hello - I apologize for the delay in my replyThe item(s) ordered by the consumer were delivered by USPS on May 14, Tracking for this delivery is ***The turnaround time on this order was longer than usual as
one of the purchased items is a Special Order itemThe order was delivered, however, and the consumer does have the items
Thank you!