Peru Farm Center

This letter is in response to the complaint ID [redacted] On October 27th this customer contacted us about repairing a [redacted] snowblowerThe customer instructed us to repair the recoil, address the mouse nest and primer area, and then to perform a general serviceWe sent a deliveryman to pick up the unitWhen the unit arrived at our service shop, we found the unit had at one time caught on fireThere were parts and pieces that were melted and not repairableWe had to order replacement partsThis burn or fire had also burned off the insulation on the electrical wiring systemWe repaired and or installed new wires in this areaOnce these issues were addressed, we repaired the recoil starter systemAt this time we also performed the general service where the oil was changed, the spark plug was replaced, and the unit was checked overThe repairs were completed, the unit was tested, and then returned to the customer on or around January 5th in good working orderUnfortunately due to the age of this machine, there were delays in the parts orders and repairsThe technician couldn’t diagnose the entirety of the repairs until new parts had arrivedThis added 5-business days each time a parts order was placedturn around time on a snowblower repair isn’t consistent with the weeks this unit was here forThe stores next contact with the customer was some time in February during a snowstormThe customer had called in about the unit not being able to pull over and startOur parts technician informed the customer we did not have the ability to send a technician out at the timeHe then gave instruction over the phone to assist in getting the unit startedThe customer agreed to try a few things and seemed comfortable doing soWe then did not hear back from the customer until April 10thAt that time we were instructed to pick up the snowblower alongside the customer’s riding lawn mower for repairsThe customer at this time told us the blower had not run at allWe decided to repair the mower firstAt this time we also decided to continue repairs for other customer mowers first, before looking at snowblowersWhen we did get to look at the snowblower, we could not get it startedWe removed some parts and tested compression on the engineThe engine had too low of compression to runWe deduced that because of the machines age and the heavy snowfall in the region received between January and April (the times when the unit was at Peru Farm Center) that the machine had been worn outThe customer had advised us that they didn’t want to put a lot of money into the snow blower, so we halted any further repairsWe did not charge the customer for the labor we had in evaluating the machine, which was a value of $We also did not put the parts back on the machine, as we were instructed to stop working on it and return itOn April 11th we took the customer’s [redacted] lawn mowerAt this time busy season is upon usWe repair customer machines on a first come first serve basisWe performed a general service on the machine, as well as ordered some parts to repair the mowing deckWe completed the repair on or around May 16thWe had hours in labor on the repair, but only charged the customer for hoursWe discounted the labor charge because the machine needed the appropriate time to be operational, but we knew ahead of time that the customer didn’t want to invest that kind of moneyWe did this as a measure of goodwillWe returned the mower to the customer on or around May 16thThe customer called us to inform us that they were able to mow for a short time, before the belt came offWe immediately looked at the unit and found that the belt was too worn to properly keep tension and stay in the pulley trackWe replaced the deck beltWe charged the customer only for the parts usedWe did not charge the customer the hour of labor we had or the standard delivery and pickup chargeWhen we returned the mower on or around May 22nd, the customer called immediately to inform us that the unit had a flat tireOur delivery driver confirmed that when he left the mower at the residence of the customer, the tires were inflated to conditionsIt is likely that the tire was punctured while loading at our facility or unloading at the customer’s residenceOn both units the customer advised us that they didn’t want to spend a lot of money on the repairs, but would like them workingUnfortunately to repair the machines properly, the repairs would exceed the machine's valueThe customer came into the store to speak to managementManagement advised the customer that paperwork would need to be pulled and reviewed with the counter help and technicians to evaluate the necessary resolutionManagement would contact the customer with a resolutionManagement offered to pick up both units and evaluate them further at no chargeThe customer immediately refusedBefore management had reached a resolution the customer called into the store and threatened legal actionAt this time we ceased contactSettlement/Resolution The customer is requesting a refund on the snow blower repairsWe feel this isn’t warranted as the customer was in possession of the snow blower during the major snowfall season (January 5th to April 10th)This region received multiple snow storms in excess of a inchesAny of these storms could have caused excessive use that could have worn the motor out to its current conditionWe feel that if the customer was dissatisfied with the repairs after its delivery on or around January 5th, contact should have been made to immediately return the unit to Peru Farm Center for resolutionThis was not doneThe customer was billed for repairs done to the snowblower that was returned in good working order on or around January 5thThe customer was not charged anything when the snowblower was returned not working on or around May 16thPeru Farm Center offered to re-evaluate the snowblower and repair the flat tire, at no charge to the customerThe customer declinedThank you for your timePeru Farm Center

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
It is an inaccurate reflection, there were multiple attempts to contact Peru Farm Center, both in person and via the phone to connect about when repair would be complete and the fact that the unit did not work once it was deliveredThe fact of the matter is that Peru Farm Center was paid in full for services that were not rendered that is why I am requesting a refundAttached please find pictures of the receipt and that were taken the day the unit was returnThe snow blower never worked; believe me that I have learned my lesson and will never allow delivery of any goods without inspecting that they are in proper working order againA full refund is due to me because I will now have to engage another repair shop to fix the snowblower that now sits in pieces in my shedAfter this experience, many local people have confirmed that their service is usually poor and their communication poorerThere were several attempts made to allow them to repair the snowblower; once the lawn-mower was also returned to me in non-working order, that is when I requested they cease any repairs as they had not properly addressed fixing either machine they had provided services onAs previously stated, the snowblower NEVER worked and now sits in pieces and will be in need of additional repair due to their lack of proper business practices
Regards,
*** ***

This letter is in response to the complaint ID ***On October 27th this customer contacted us about repairing a *** snowblowerThe customer instructed us to repair the recoil, address the mouse nest and primer area, and then to perform a general serviceWe sent a deliveryman to pick up
the unitWhen the unit arrived at our service shop, we found the unit had at one time caught on fireThere were parts and pieces that were melted and not repairableWe had to order replacement partsThis burn or fire had also burned off the insulation on the electrical wiring systemWe repaired and or installed new wires in this areaOnce these issues were addressed, we repaired the recoil starter systemAt this time we also performed the general service where the oil was changed, the spark plug was replaced, and the unit was checked overThe repairs were completed, the unit was tested, and then returned to the customer on or around January 5th in good working orderUnfortunately due to the age of this machine, there were delays in the parts orders and repairsThe technician couldn’t diagnose the entirety of the repairs until new parts had arrivedThis added 5-business days each time a parts order was placedturn around time on a snowblower repair isn’t consistent with the weeks this unit was here forThe stores next contact with the customer was some time in February during a snowstormThe customer had called in about the unit not being able to pull over and startOur parts technician informed the customer we did not have the ability to send a technician out at the timeHe then gave instruction over the phone to assist in getting the unit startedThe customer agreed to try a few things and seemed comfortable doing soWe then did not hear back from the customer until April 10thAt that time we were instructed to pick up the snowblower alongside the customer’s riding lawn mower for repairsThe customer at this time told us the blower had not run at allWe decided to repair the mower firstAt this time we also decided to continue repairs for other customer mowers first, before looking at snowblowersWhen we did get to look at the snowblower, we could not get it startedWe removed some parts and tested compression on the engineThe engine had too low of compression to runWe deduced that because of the machines age and the heavy snowfall in the region received between January and April (the times when the unit was at Peru Farm Center) that the machine had been worn outThe customer had advised us that they didn’t want to put a lot of money into the snow blower, so we halted any further repairsWe did not charge the customer for the labor we had in evaluating the machine, which was a value of $We also did not put the parts back on the machine, as we were instructed to stop working on it and return itOn April 11th we took the customer’s *** *** *** lawn mowerAt this time busy season is upon usWe repair customer machines on a first come first serve basisWe performed a general service on the machine, as well as ordered some parts to repair the mowing deckWe completed the repair on or around May 16thWe had hours in labor on the repair, but only charged the customer for hoursWe discounted the labor charge because the machine needed the appropriate time to be operational, but we knew ahead of time that the customer didn’t want to invest that kind of moneyWe did this as a measure of goodwillWe returned the mower to the customer on or around May 16thThe customer called us to inform us that they were able to mow for a short time, before the belt came offWe immediately looked at the unit and found that the belt was too worn to properly keep tension and stay in the pulley trackWe replaced the deck beltWe charged the customer only for the parts usedWe did not charge the customer the hour of labor we had or the standard delivery and pickup chargeWhen we returned the mower on or around May 22nd, the customer called immediately to inform us that the unit had a flat tireOur delivery driver confirmed that when he left the mower at the residence of the customer, the tires were inflated to conditionsIt is likely that the tire was punctured while loading at our facility or unloading at the customer’s residenceOn both units the customer advised us that they didn’t want to spend a lot of money on the repairs, but would like them workingUnfortunately to repair the machines properly, the repairs would exceed the machine's valueThe customer came into the store to speak to managementManagement advised the customer that paperwork would need to be pulled and reviewed with the counter help and technicians to evaluate the necessary resolutionManagement would contact the customer with a resolutionManagement offered to pick up both units and evaluate them further at no chargeThe customer immediately refusedBefore management had reached a resolution the customer called into the store and threatened legal actionAt this time we ceased contactSettlement/Resolution The customer is requesting a refund on the snow blower repairsWe feel this isn’t warranted as the customer was in possession of the snow blower during the major snowfall season (January 5th to April 10th)This region received multiple snow storms in excess of a inchesAny of these storms could have caused excessive use that could have worn the motor out to its current conditionWe feel that if the customer was dissatisfied with the repairs after its delivery on or around January 5th, contact should have been made to immediately return the unit to Peru Farm Center for resolutionThis was not doneThe customer was billed for repairs done to the snowblower that was returned in good working order on or around January 5thThe customer was not charged anything when the snowblower was returned not working on or around May 16thPeru Farm Center offered to re-evaluate the snowblower and repair the flat tire, at no charge to the customerThe customer declinedThank you for your timePeru Farm Center

This letter is in response to the complaint ID ***On October 27th this customer contacted us about repairing a *** snowblowerThe customer instructed us to repair the recoil, address the mouse nest and primer area, and then to perform a general serviceWe sent a deliveryman to pick up
the unitWhen the unit arrived at our service shop, we found the unit had at one time caught on fireThere were parts and pieces that were melted and not repairableWe had to order replacement partsThis burn or fire had also burned off the insulation on the electrical wiring systemWe repaired and or installed new wires in this areaOnce these issues were addressed, we repaired the recoil starter systemAt this time we also performed the general service where the oil was changed, the spark plug was replaced, and the unit was checked overThe repairs were completed, the unit was tested, and then returned to the customer on or around January 5th in good working orderUnfortunately due to the age of this machine, there were delays in the parts orders and repairsThe technician couldn’t diagnose the entirety of the repairs until new parts had arrivedThis added 5-business days each time a parts order was placedturn around time on a snowblower repair isn’t consistent with the weeks this unit was here forThe stores next contact with the customer was some time in February during a snowstormThe customer had called in about the unit not being able to pull over and startOur parts technician informed the customer we did not have the ability to send a technician out at the timeHe then gave instruction over the phone to assist in getting the unit startedThe customer agreed to try a few things and seemed comfortable doing soWe then did not hear back from the customer until April 10thAt that time we were instructed to pick up the snowblower alongside the customer’s riding lawn mower for repairsThe customer at this time told us the blower had not run at allWe decided to repair the mower firstAt this time we also decided to continue repairs for other customer mowers first, before looking at snowblowersWhen we did get to look at the snowblower, we could not get it startedWe removed some parts and tested compression on the engineThe engine had too low of compression to runWe deduced that because of the machines age and the heavy snowfall in the region received between January and April (the times when the unit was at Peru Farm Center) that the machine had been worn outThe customer had advised us that they didn’t want to put a lot of money into the snow blower, so we halted any further repairsWe did not charge the customer for the labor we had in evaluating the machine, which was a value of $We also did not put the parts back on the machine, as we were instructed to stop working on it and return itOn April 11th we took the customer’s *** *** *** lawn mowerAt this time busy season is upon usWe repair customer machines on a first come first serve basisWe performed a general service on the machine, as well as ordered some parts to repair the mowing deckWe completed the repair on or around May 16thWe had hours in labor on the repair, but only charged the customer for hoursWe discounted the labor charge because the machine needed the appropriate time to be operational, but we knew ahead of time that the customer didn’t want to invest that kind of moneyWe did this as a measure of goodwillWe returned the mower to the customer on or around May 16thThe customer called us to inform us that they were able to mow for a short time, before the belt came offWe immediately looked at the unit and found that the belt was too worn to properly keep tension and stay in the pulley trackWe replaced the deck beltWe charged the customer only for the parts usedWe did not charge the customer the hour of labor we had or the standard delivery and pickup chargeWhen we returned the mower on or around May 22nd, the customer called immediately to inform us that the unit had a flat tireOur delivery driver confirmed that when he left the mower at the residence of the customer, the tires were inflated to conditionsIt is likely that the tire was punctured while loading at our facility or unloading at the customer’s residenceOn both units the customer advised us that they didn’t want to spend a lot of money on the repairs, but would like them workingUnfortunately to repair the machines properly, the repairs would exceed the machine's valueThe customer came into the store to speak to managementManagement advised the customer that paperwork would need to be pulled and reviewed with the counter help and technicians to evaluate the necessary resolutionManagement would contact the customer with a resolutionManagement offered to pick up both units and evaluate them further at no chargeThe customer immediately refusedBefore management had reached a resolution the customer called into the store and threatened legal actionAt this time we ceased contactSettlement/Resolution The customer is requesting a refund on the snow blower repairsWe feel this isn’t warranted as the customer was in possession of the snow blower during the major snowfall season (January 5th to April 10th)This region received multiple snow storms in excess of a inchesAny of these storms could have caused excessive use that could have worn the motor out to its current conditionWe feel that if the customer was dissatisfied with the repairs after its delivery on or around January 5th, contact should have been made to immediately return the unit to Peru Farm Center for resolutionThis was not doneThe customer was billed for repairs done to the snowblower that was returned in good working order on or around January 5thThe customer was not charged anything when the snowblower was returned not working on or around May 16thPeru Farm Center offered to re-evaluate the snowblower and repair the flat tire, at no charge to the customerThe customer declinedThank you for your timePeru Farm Center

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
It is an inaccurate reflection, there were multiple attempts to contact Peru Farm Center, both in person and via the phone to connect about when repair would be complete and the fact that the unit did not work once it was deliveredThe fact of the matter is that Peru Farm Center was paid in full for services that were not rendered that is why I am requesting a refundAttached please find pictures of the receipt and that were taken the day the unit was returnThe snow blower never worked; believe me that I have learned my lesson and will never allow delivery of any goods without inspecting that they are in proper working order againA full refund is due to me because I will now have to engage another repair shop to fix the snowblower that now sits in pieces in my shedAfter this experience, many local people have confirmed that their service is usually poor and their communication poorerThere were several attempts made to allow them to repair the snowblower; once the lawn-mower was also returned to me in non-working order, that is when I requested they cease any repairs as they had not properly addressed fixing either machine they had provided services onAs previously stated, the snowblower NEVER worked and now sits in pieces and will be in need of additional repair due to their lack of proper business practices
Regards,
*** ***