This company is a mess, do not order from them, I had a damaged product come to me, and long story short, its been almost months of being on the phone with them and I still dont have my $backStay away from PED, they will rip you off, they have a terrible customer service team, and are of no help when you need it
Complaint: [redacted] I am rejecting this response because: Please read the initial complaint The transmissions have been adjusted numerous times and both transmissions have already been replaced once and one of them has been replaced twice, along with several other repairs The unit has more hours on it in the shop from repair work than I have put on it mowing my lawn I have not used the unit since its last repair in fear other problems This mower has been to the shop at least different occasions in months Please help Thank you, [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ Contact Name and Title: [redacted] CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @pedstores.com On June the customer placed his own order online for a [redacted] (21") [redacted] Select Drive Self-Propelled Lawn Mower, Scratch-N-Dent modelContrary to what the customer states, we clearly listed this model as a Scratch-N-Dent in the product description as well as on the first line in the FeaturesThat description was stated as follows: *Scratch & Dent Model *This model was shipped to another customer and returned to us *Minor scuffs on engine shroud and deck The Scratch-N-Dent model purchased was done so at a discount off the retail price The mower was delivered by [redacted] so no signature was requiredThe customer could and should have called us upon finding the mower in the torn box with oil covering the mowerWe could have at that time filed a claim with [redacted] and arranged for the pick up and return of this mower for a refundUnfortunately, the customer took it upon himself to add gas and when the mower would not operate properly he finally called usAt this point it was too late for us to accept the mower back due to the fact that he added gasThis is clearly stated in our Return Policy http://www.mowersdirect.com/returns.php We referred the customer to [redacted] for service, which he was not happy about With regards to the customer's report that this item was already registered with [redacted] we are willing to help look into this matter but have asked the customer on both July and to provide us with the serial number of his mower so we can contact [redacted] on his behalfHe has yet to provide this requested information Our offer still stands to contact [redacted] but we need the customer to contact us with his serial numberUntil that time, there is nothing else we can do
We apologize for the customer's frustration over this issueOur process for a dead battery is to have the customer buy a battery locally and send us the receipt for reimbursementWhen it was reported that the mower was not running properly, we offered to pay shipping to have the mower picked up and sent to a service dealer to have it looked and and possibly repaired under warranty but the customer did not want to do thisAgainst our return policy, we agreed to return the mowerAll of our notes indicate that the customer was told that the Round Trip Freight for this shipment was $and that we agreed to split that with himHis portion of the freight costs to return this item would be $On 4/6/we issued a credit in the amount of $2,to the customer's Synchrony financing accountThis credit represents the original purchase price of $2,plus $for the battery reimbursement minus $for shipping one wayIf there is any further information you need, please let me know
Initial Business Response / [redacted] (1000, 5, 2014/06/23) */ Contact Name and Title: [redacted] CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @pedstore.com We have been working with the customer on a resolution to this issueWe have been approved to return the entire lawn tractor and provide a full refund to the customerThe customer has been notified and we are just now working out the details of the returnOnce we have received the item back to our facility, we will issue the customer a full refund
Initial Business Response / [redacted] (1000, 5, 2014/12/22) */ Contact Name and Title: [redacted] CS Mgr. Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] We have approved the customer's snow blower for return for a full refund. We are currently working with the customer to arrange... for the pick up and return. Once that has been completed, we will process the customer's refund.
Complaint: [redacted] I am rejecting this response because: I will only ACCEPT the business' response when I have ALL of the required parts in hand, or the business has arranged for a replacement portable generator I expect resolution of this matter no later than close of business December At that point it will have been two and a half months of continuing to seek resolution If ALL of the required parts are not delivered by December 2016, I will expect the business to begin making arrangements for the return shipment of this generator and the delivery of a replacement generator, AT NO COST TO THE CUSTOMER Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/11/18) */ Contact Name and Title: [redacted] CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] Customer contacted us on 11/reporting that his snow blower was not workingHe ran it for a short time and now cannot get it restartedHe wanted us to take the unit back but per our Return Policy for gas powered equipment, the customer must have an authorized service dealer inspect the item to determine what the issue might beIf deemed a manufacturer defect it would be repaired under warrantyWe explained this to the customer and provided him the name of service dealer [redacted] & [redacted] XXXXX Tel# (XXX) XXX-XXXX Customer told us that this service dealer would not look at the snow blower under warranty and that they wanted him to pay for repairsWe offered to call the service center to find out why the customer was told this but he refused and hung up on our representativeWe took it upon ourselves to call [redacted] & [redacted] anyway and spoke with [redacted] and the service manager and we were told that they had no record of this customer calling them at allWe are not sure where the disconnect is, but the fact of the matter is that the customer must have this unit looked at by a service dealer before any further steps can be takenThe only reason that repairs would not be covered under the manufacturer's warranty would be due to customer abuse or neglect Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an out and out lie on multiple levelsMy initial response from this company was and e-mail instructing me to contact the manufacturer to find out who the local service center is in my area and then to call the local service center to san appointment to get it fixed under warrantyThey did not provide me with any service center as stated, they basically blew me off, have e-mail to prove itI called three service centers wia thirty mile radius of my zip codeNone of them were willing to perform the work under warranty, all of them would "bill me and I would have to work out the details with the on-line company I bought it from, however had I bought it in their store it Would not be a problem in fact it would have been set up and tested before it left the store" (notice quotation marks)By the way, they have a huge back log and can't get it in for weeksI didn't take names, times of the calls or record their response however you can follow the same process I went through and call these companies and tell them that you bought a snowblower on line and it doesn't run will they cover it under warranty? I'll bet you get the same responseAfter I got these responses I e-mailed the company explaining the responses, and asked them to call meThe only response I got was an e-mail saying that they are trying to contact the manufacturer, no return callWaited all day for response, before leaving work I tried again to contact them by e-mail and phoneI was finally able to talk with someone and it became very apparent that this company had my money and felt no responsibility for making this a fair transactionThis company sold me a product with no means, plans or intention to support it after the sale, in the words of the representative "it's the service centers obligation to take care of the problem, it's not his" I hung up the phone when the conversation was over, if the representative is saying that he was going to call the service center while I was on the phone that wasn't even possible the service center closed at 5:pm, the call took place on my way home from work 5:45ish Eastern time When he offered to call the service center I told him to "go for it, knock yourself out" I was assuming he would call when the store was actually open, like the following dayWhy on earth would I refuse to have the representative call the service Center? This company is incredibly dishonest and their lies don't even make sense If he actually did contact a service center he did not contact me by e-mail or by phone regarding any of this conversation, Did he happen to ask [redacted] when I could get it looked at? Final Consumer Response / [redacted] (4200, 11, 2014/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is getting really ridiculous and isn't going anywhere, however I do have to set the record straight once again, I told the representative that "he is Twisted after he told me that they have no obligation to me, its the service centers obligation to take care of the problem"I stand by my statement! This Snow blower direct took my money and sold me a defective unit and when I contacted them they sent me an email with the manufacturers contact information (blew me off)The three service centers I contacted were not willing to do the work under warrantyIn essence this product had no warranty I have given up on trying to get Snowblowers direct to realize that they do have a responsibility to their customers after they take their money and ship a productHopefully the Revdex.com will have some influence by revoking Snowblowers directs membership and have them remove the Revdex.com logo from their web sitePeople like me have a certain expectation that when a customer has this logo on their web site that they can expect a certain degree of fairness in the sales transactionFor the credibility of the Revdex.com and for the sake of consumers please don't let this company exploit your organization and take advantage of the consumers you're trying to protect A member of my church took the snowblower and found it had a defective ignition coil, it cost me $for the coil and I paid him $for his workThis was a fairly cheap learning experience for me, please remove snowblowers directs Revdex.com membership and share my experience with others so they don't have to be subjected to this unethical organization Final Business Response / [redacted] (4000, 13, 2014/11/24) */ The customer also filed a complaint with [redacted] , which we addressedWe were then contacted on November by [redacted] with the following email: "Thank you for getting back to meI have spoken with the customer and he fixed the snow blowerThat being said I will consider this case closedI appreciate your help in the matterHave a good weekend Best Regards, [redacted] - The [redacted] Team" The customer also states in his most recent response that he found the snow blower had a defective ignition coil that cost him $for the coil and $for laborThis repair would have been covered 100% under the manufacturer warrantyI know the customer stated that he was not getting results from the service dealers, which is why we offered to assistIf you read our last reply we stated: "If the customer is being told by a service center that they refuse to work on his snow blower because he bought it on line or that he has to pay for repairs and that he has to deal with warranty reimbursement with us, then we need the name of the service center and the name of the person that told him this so we can address this directly with [redacted] Regarding a backlog of weeksThat would not be unusual for this time of year as many service dealers also do repairs on lawn mowers and other gas powered equipment besides snow blowers." We were never given that information and therefore did not have an opportunity to discuss this with [redacted] or the service center directly We feel we did everything in our power to try and assist the customer through the warranty processIt's unfortunate that he paid a warranty covered issue out of pocket but that was his choice and we are not able to reimburse him for his expenses
We do want to apologize to the customer if he feels he was misled in any way about free shipping on a mower batteryOur website banner at the top of the page states: Free Shipping On Lawn Mowers (to the Lower States)When you click on this banner or go to or Shipping Policy, we explain that if you order a lawn mower the shipping is free but that we do charge shipping on all accessory itemsThis would include batteriesI have included a link to that information directly below [redacted] It sounds like the customer accessed our website thru an add on another siteUnfortunately, we are not responsible for inaccurate information that other sites may postI have also included a link to our Term of Use Policy that explains this in greater detail [redacted] With regards to being told by a sales rep that there was a computer glitch, without all the details of that conversation I really cannot comment other than assuming that the rep may have been referring to a computer glitch on the other website where the ad was seenAll of our sales representative are thoroughly trained on what products we offer and all of our policies, including our shipping policy and what qualifies for free shippingAgain, my sincerest apologies for any misunderstanding or miscommunication on our part
Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ Contact Name and Title: [redacted] CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] The customer states he left the manager a message but did not receive a call backI am the manager of the customer service department and I never received any message to contact the customerMy apologies that the message was not given to me The customer placed an order for a snow blower and after receiving his check payment we sent an email on 11/30/stating "We regret to inform you that [redacted] is experiencing a backorder of many of their two stage snow blower modelsThe new estimated ship date for model XXX XX is 12/16/2014." Order was the cancelled on 12/3/14, which began the check refund processCustomer's check refund for the full amount of $was processed on 12/8/The customer should receive his check refund in 5-business days, dependent on the U.SPostal Service delivery time frame
Initial Business Response / [redacted] (1000, 5, 2014/11/18) */ Contact Name and Title: [redacted] CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] Customer contacted us on 11/reporting that his snow blower was not workingHe ran it for a short time and now cannot get it restartedHe wanted us to take the unit back but per our Return Policy for gas powered equipment, the customer must have an authorized service dealer inspect the item to determine what the issue might beIf deemed a manufacturer defect it would be repaired under warrantyWe explained this to the customer and provided him the name of service dealer [redacted] & [redacted] XXXXX Tel# (XXX) XXX-XXXX Customer told us that this service dealer would not look at the snow blower under warranty and that they wanted him to pay for repairsWe offered to call the service center to find out why the customer was told this but he refused and hung up on our representativeWe took it upon ourselves to call [redacted] & [redacted] anyway and spoke with [redacted] and the service manager and we were told that they had no record of this customer calling them at allWe are not sure where the disconnect is, but the fact of the matter is that the customer must have this unit looked at by a service dealer before any further steps can be takenThe only reason that repairs would not be covered under the manufacturer's warranty would be due to customer abuse or neglect Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an out and out lie on multiple levelsMy initial response from this company was and e-mail instructing me to contact the manufacturer to find out who the local service center is in my area and then to call the local service center to san appointment to get it fixed under warrantyThey did not provide me with any service center as stated, they basically blew me off, have e-mail to prove itI called three service centers wia thirty mile radius of my zip codeNone of them were willing to perform the work under warranty, all of them would "bill me and I would have to work out the details with the on-line company I bought it from, however had I bought it in their store it Would not be a problem in fact it would have been set up and tested before it left the store" (notice quotation marks)By the way, they have a huge back log and can't get it in for weeksI didn't take names, times of the calls or record their response however you can follow the same process I went through and call these companies and tell them that you bought a snowblower on line and it doesn't run will they cover it under warranty? I'll bet you get the same responseAfter I got these responses I e-mailed the company explaining the responses, and asked them to call meThe only response I got was an e-mail saying that they are trying to contact the manufacturer, no return callWaited all day for response, before leaving work I tried again to contact them by e-mail and phoneI was finally able to talk with someone and it became very apparent that this company had my money and felt no responsibility for making this a fair transactionThis company sold me a product with no means, plans or intention to support it after the sale, in the words of the representative "it's the service centers obligation to take care of the problem, it's not his" I hung up the phone when the conversation was over, if the representative is saying that he was going to call the service center while I was on the phone that wasn't even possible the service center closed at 5:pm, the call took place on my way home from work 5:45ish Eastern time When he offered to call the service center I told him to "go for it, knock yourself out" I was assuming he would call when the store was actually open, like the following dayWhy on earth would I refuse to have the representative call the service Center? This company is incredibly dishonest and their lies don't even make sense If he actually did contact a service center he did not contact me by e-mail or by phone regarding any of this conversation, Did he happen to ask [redacted] when I could get it looked at? Final Consumer Response / [redacted] (4200, 11, 2014/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is getting really ridiculous and isn't going anywhere, however I do have to set the record straight once again, I told the representative that "he is Twisted after he told me that they have no obligation to me, its the service centers obligation to take care of the problem"I stand by my statement! This Snow blower direct took my money and sold me a defective unit and when I contacted them they sent me an email with the manufacturers contact information (blew me off)The three service centers I contacted were not willing to do the work under warrantyIn essence this product had no warranty I have given up on trying to get Snowblowers direct to realize that they do have a responsibility to their customers after they take their money and ship a productHopefully the Revdex.com will have some influence by revoking Snowblowers directs membership and have them remove the Revdex.com logo from their web sitePeople like me have a certain expectation that when a customer has this logo on their web site that they can expect a certain degree of fairness in the sales transactionFor the credibility of the Revdex.com and for the sake of consumers please don't let this company exploit your organization and take advantage of the consumers you're trying to protect A member of my church took the snowblower and found it had a defective ignition coil, it cost me $for the coil and I paid him $for his workThis was a fairly cheap learning experience for me, please remove snowblowers directs Revdex.com membership and share my experience with others so they don't have to be subjected to this unethical organization Final Business Response / [redacted] (4000, 13, 2014/11/24) */ The customer also filed a complaint with [redacted] , which we addressedWe were then contacted on November by [redacted] with the following email: "Thank you for getting back to meI have spoken with the customer and he fixed the snow blowerThat being said I will consider this case closedI appreciate your help in the matterHave a good weekend Best Regards, [redacted] - The [redacted] Team" The customer also states in his most recent response that he found the snow blower had a defective ignition coil that cost him $for the coil and $for laborThis repair would have been covered 100% under the manufacturer warrantyI know the customer stated that he was not getting results from the service dealers, which is why we offered to assistIf you read our last reply we stated: "If the customer is being told by a service center that they refuse to work on his snow blower because he bought it on line or that he has to pay for repairs and that he has to deal with warranty reimbursement with us, then we need the name of the service center and the name of the person that told him this so we can address this directly with [redacted] Regarding a backlog of weeksThat would not be unusual for this time of year as many service dealers also do repairs on lawn mowers and other gas powered equipment besides snow blowers." We were never given that information and therefore did not have an opportunity to discuss this with [redacted] or the service center directly We feel we did everything in our power to try and assist the customer through the warranty processIt's unfortunate that he paid a warranty covered issue out of pocket but that was his choice and we are not able to reimburse him for his expenses
I ordered the Slush PlowTo start the product is cheaply made from cheap plastic polymerThe instructions on assembly are of poor qualityThey look like someone made black & white photocopies and the ink was near empty They also suggest going on [redacted] for assembly instructions, however the video is of poor qualityThere is no explanation that I found that described what the plow was made of, however I admit I assumed it was metal or of better qualityDon't waste your moneyFree shipping is a joke from Snow Blowers DirectIn fine print in the bottom of the online check out this is all I see upon investigation(By submitting your order, you agree to Snow Blowers Direct's Privacy and Return Policies.) Needless to say that when you return an item you get charged for that "free" shipping and then have to pay out of your pocket again and make arrangements to ship it backAlso depending on how the original packaging is you may be subject to a 25% restocking feeLast thing this item probably costs maybe $15-$to manufacturer, but for the $279.99-$its not worth the moneyI feel that their free shipping is deceitful to say the least
My one and only experience with this company is totally and completely unsatisfactoryThey do not guarantee customer satisfaction with product performance (also unsatisfactory)If it is unopened and unused, authorized returns within a very limited time carry a @ 25% restocking chargeOpened and used only once with unsatisfactory performance, tough luckYou own it; you're stuck with itCompany says products are guaranteed against factory defects only; otherwise, once used, no returns; no exchanges; no refunds Customer satisfaction is NOT in their vocabulary
Initial Business Response / [redacted] (1000, 5, 2014/05/02) */ Contact Name and Title: [redacted] CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @pedstores.com We do apologize for the condition that the mower arrived inThe customer can be assured that it did not leave our facility in that conditionIt would have shipped in a brand new condition in a factory sealed cartonUnfortunately it appears as though Fed Ex did not take proper care while handling this shipmentThe parts needed have shipped today by Fed Ex ground under tracking number XXXXXXXXXXXXXXXAn email with this information was sent to the customer earlier todayThe parts should deliver in 2-business daysWe can offer the customer a $courtesy credit for the problems he experiencedWe will have our accounting department issue that credit immediatelyAgain, our apologies Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They were suppposed to have shipped the parts over a week agoIf I had not called them today, I would have never gotten the parts! I have already paid someone to cut my grass times and I will also have to install the parts myself.So to me it adds up to $for the grass cutting so far and however much labor is to install a new front axle and wheels? This company should have sent out another mower immediately! The packaging by this company was horribleFedex may have bent the wheel but Power Direct did not package it correctly Final Business Response / [redacted] (4000, 9, 2014/05/05) */ The customer needs to understand that we do not package the mowerThe manufacturer packages the mower at time of production and then sends product to our warehouse for fulfillment of ordersIn addition, we ordered the parts on the same day the customer reported the damage and the customer was advised that the timeframe for parts to ship and receive are 5-business daysThe parts are due to arrive to the customer on 5/6/via Fed Ex under tracking #XXXXXXXXXXXXXXXWe have already issued a credit for $to the customrWe have filed a claim with Fed Ex for the damageIf they pay more than the $already credited, we would be happy to issue an additional credit to the customerFed Ex claims can take up to weeks to settle Final Consumer Response / [redacted] (4200, 11, 2014/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company DOES do final packaging, and to hold a lawnmower together with scotch tape is absolutely NO way to ship! This company is the worst I have ever dealt with and will not admit fault, or take responsibility! They need to step up to the plate on this transaction! Stop pointing the finger at someone else
Mr [redacted] purchased his Pressure Pro branded pressure washer from us on 1/13/He first contacted us by phone on 3/2/stating he was having issues with the unitSince this is a gas powered piece of equipment, we cannot simply approve a returnWe directed him to call the manufacturer, Pressure Pro at telephone number [redacted] They would be able to offer troubleshooting advice and if necessary direct him to a local service provider for possible warranty workThis pressure washer's engine has a year warranty, the pump has a year warranty and the other components have a day warrantyThe customer called us again on 3/8/and when asked if he contacted Pressure Pro as directed on 3/2/he stated he had notWe then had our pressure washer product expert get on the phone with the customer to try and offer some trouble shooting advice but the customer got upset by the line of questions and hung up on usThat was the last time we had any contact with Mr***I have included a link to our Return Policy for your reference as wellhttp://www.pressurewashersdirect.com/returns.php Our reference number for this order is [redacted]
This company is a mess, do not order from them, I had a damaged product come to me, and long story short, its been almost months of being on the phone with them and I still dont have my $backStay away from PED, they will rip you off, they have a terrible customer service team, and are of no help when you need it
Complaint: [redacted] I am rejecting this response because: Please read the initial complaint The transmissions have been adjusted numerous times and both transmissions have already been replaced once and one of them has been replaced twice, along with several other repairs The unit has more hours on it in the shop from repair work than I have put on it mowing my lawn I have not used the unit since its last repair in fear other problems This mower has been to the shop at least different occasions in months Please help Thank you, [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ Contact Name and Title: [redacted] CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @pedstores.com On June the customer placed his own order online for a [redacted] (21") [redacted] Select Drive Self-Propelled Lawn Mower, Scratch-N-Dent modelContrary to what the customer states, we clearly listed this model as a Scratch-N-Dent in the product description as well as on the first line in the FeaturesThat description was stated as follows: *Scratch & Dent Model *This model was shipped to another customer and returned to us *Minor scuffs on engine shroud and deck The Scratch-N-Dent model purchased was done so at a discount off the retail price The mower was delivered by [redacted] so no signature was requiredThe customer could and should have called us upon finding the mower in the torn box with oil covering the mowerWe could have at that time filed a claim with [redacted] and arranged for the pick up and return of this mower for a refundUnfortunately, the customer took it upon himself to add gas and when the mower would not operate properly he finally called usAt this point it was too late for us to accept the mower back due to the fact that he added gasThis is clearly stated in our Return Policy http://www.mowersdirect.com/returns.php We referred the customer to [redacted] for service, which he was not happy about With regards to the customer's report that this item was already registered with [redacted] we are willing to help look into this matter but have asked the customer on both July and to provide us with the serial number of his mower so we can contact [redacted] on his behalfHe has yet to provide this requested information Our offer still stands to contact [redacted] but we need the customer to contact us with his serial numberUntil that time, there is nothing else we can do
We apologize for the customer's frustration over this issueOur process for a dead battery is to have the customer buy a battery locally and send us the receipt for reimbursementWhen it was reported that the mower was not running properly, we offered to pay shipping to have the mower picked up and sent to a service dealer to have it looked and and possibly repaired under warranty but the customer did not want to do thisAgainst our return policy, we agreed to return the mowerAll of our notes indicate that the customer was told that the Round Trip Freight for this shipment was $and that we agreed to split that with himHis portion of the freight costs to return this item would be $On 4/6/we issued a credit in the amount of $2,to the customer's Synchrony financing accountThis credit represents the original purchase price of $2,plus $for the battery reimbursement minus $for shipping one wayIf there is any further information you need, please let me know
Initial Business Response / [redacted] (1000, 5, 2014/06/23) */ Contact Name and Title: [redacted] CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @pedstore.com We have been working with the customer on a resolution to this issueWe have been approved to return the entire lawn tractor and provide a full refund to the customerThe customer has been notified and we are just now working out the details of the returnOnce we have received the item back to our facility, we will issue the customer a full refund
Initial Business Response / [redacted] (1000, 5, 2014/12/22) */ Contact Name and Title: [redacted] CS Mgr. Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] We have approved the customer's snow blower for return for a full refund. We are currently working with the customer to arrange... for the pick up and return. Once that has been completed, we will process the customer's refund.
Complaint: [redacted] I am rejecting this response because: I will only ACCEPT the business' response when I have ALL of the required parts in hand, or the business has arranged for a replacement portable generator I expect resolution of this matter no later than close of business December At that point it will have been two and a half months of continuing to seek resolution If ALL of the required parts are not delivered by December 2016, I will expect the business to begin making arrangements for the return shipment of this generator and the delivery of a replacement generator, AT NO COST TO THE CUSTOMER Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/11/18) */ Contact Name and Title: [redacted] CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] Customer contacted us on 11/reporting that his snow blower was not workingHe ran it for a short time and now cannot get it restartedHe wanted us to take the unit back but per our Return Policy for gas powered equipment, the customer must have an authorized service dealer inspect the item to determine what the issue might beIf deemed a manufacturer defect it would be repaired under warrantyWe explained this to the customer and provided him the name of service dealer [redacted] & [redacted] XXXXX Tel# (XXX) XXX-XXXX Customer told us that this service dealer would not look at the snow blower under warranty and that they wanted him to pay for repairsWe offered to call the service center to find out why the customer was told this but he refused and hung up on our representativeWe took it upon ourselves to call [redacted] & [redacted] anyway and spoke with [redacted] and the service manager and we were told that they had no record of this customer calling them at allWe are not sure where the disconnect is, but the fact of the matter is that the customer must have this unit looked at by a service dealer before any further steps can be takenThe only reason that repairs would not be covered under the manufacturer's warranty would be due to customer abuse or neglect Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an out and out lie on multiple levelsMy initial response from this company was and e-mail instructing me to contact the manufacturer to find out who the local service center is in my area and then to call the local service center to san appointment to get it fixed under warrantyThey did not provide me with any service center as stated, they basically blew me off, have e-mail to prove itI called three service centers wia thirty mile radius of my zip codeNone of them were willing to perform the work under warranty, all of them would "bill me and I would have to work out the details with the on-line company I bought it from, however had I bought it in their store it Would not be a problem in fact it would have been set up and tested before it left the store" (notice quotation marks)By the way, they have a huge back log and can't get it in for weeksI didn't take names, times of the calls or record their response however you can follow the same process I went through and call these companies and tell them that you bought a snowblower on line and it doesn't run will they cover it under warranty? I'll bet you get the same responseAfter I got these responses I e-mailed the company explaining the responses, and asked them to call meThe only response I got was an e-mail saying that they are trying to contact the manufacturer, no return callWaited all day for response, before leaving work I tried again to contact them by e-mail and phoneI was finally able to talk with someone and it became very apparent that this company had my money and felt no responsibility for making this a fair transactionThis company sold me a product with no means, plans or intention to support it after the sale, in the words of the representative "it's the service centers obligation to take care of the problem, it's not his" I hung up the phone when the conversation was over, if the representative is saying that he was going to call the service center while I was on the phone that wasn't even possible the service center closed at 5:pm, the call took place on my way home from work 5:45ish Eastern time When he offered to call the service center I told him to "go for it, knock yourself out" I was assuming he would call when the store was actually open, like the following dayWhy on earth would I refuse to have the representative call the service Center? This company is incredibly dishonest and their lies don't even make sense If he actually did contact a service center he did not contact me by e-mail or by phone regarding any of this conversation, Did he happen to ask [redacted] when I could get it looked at? Final Consumer Response / [redacted] (4200, 11, 2014/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is getting really ridiculous and isn't going anywhere, however I do have to set the record straight once again, I told the representative that "he is Twisted after he told me that they have no obligation to me, its the service centers obligation to take care of the problem"I stand by my statement! This Snow blower direct took my money and sold me a defective unit and when I contacted them they sent me an email with the manufacturers contact information (blew me off)The three service centers I contacted were not willing to do the work under warrantyIn essence this product had no warranty I have given up on trying to get Snowblowers direct to realize that they do have a responsibility to their customers after they take their money and ship a productHopefully the Revdex.com will have some influence by revoking Snowblowers directs membership and have them remove the Revdex.com logo from their web sitePeople like me have a certain expectation that when a customer has this logo on their web site that they can expect a certain degree of fairness in the sales transactionFor the credibility of the Revdex.com and for the sake of consumers please don't let this company exploit your organization and take advantage of the consumers you're trying to protect A member of my church took the snowblower and found it had a defective ignition coil, it cost me $for the coil and I paid him $for his workThis was a fairly cheap learning experience for me, please remove snowblowers directs Revdex.com membership and share my experience with others so they don't have to be subjected to this unethical organization Final Business Response / [redacted] (4000, 13, 2014/11/24) */ The customer also filed a complaint with [redacted] , which we addressedWe were then contacted on November by [redacted] with the following email: "Thank you for getting back to meI have spoken with the customer and he fixed the snow blowerThat being said I will consider this case closedI appreciate your help in the matterHave a good weekend Best Regards, [redacted] - The [redacted] Team" The customer also states in his most recent response that he found the snow blower had a defective ignition coil that cost him $for the coil and $for laborThis repair would have been covered 100% under the manufacturer warrantyI know the customer stated that he was not getting results from the service dealers, which is why we offered to assistIf you read our last reply we stated: "If the customer is being told by a service center that they refuse to work on his snow blower because he bought it on line or that he has to pay for repairs and that he has to deal with warranty reimbursement with us, then we need the name of the service center and the name of the person that told him this so we can address this directly with [redacted] Regarding a backlog of weeksThat would not be unusual for this time of year as many service dealers also do repairs on lawn mowers and other gas powered equipment besides snow blowers." We were never given that information and therefore did not have an opportunity to discuss this with [redacted] or the service center directly We feel we did everything in our power to try and assist the customer through the warranty processIt's unfortunate that he paid a warranty covered issue out of pocket but that was his choice and we are not able to reimburse him for his expenses
We do want to apologize to the customer if he feels he was misled in any way about free shipping on a mower batteryOur website banner at the top of the page states: Free Shipping On Lawn Mowers (to the Lower States)When you click on this banner or go to or Shipping Policy, we explain that if you order a lawn mower the shipping is free but that we do charge shipping on all accessory itemsThis would include batteriesI have included a link to that information directly below [redacted] It sounds like the customer accessed our website thru an add on another siteUnfortunately, we are not responsible for inaccurate information that other sites may postI have also included a link to our Term of Use Policy that explains this in greater detail [redacted] With regards to being told by a sales rep that there was a computer glitch, without all the details of that conversation I really cannot comment other than assuming that the rep may have been referring to a computer glitch on the other website where the ad was seenAll of our sales representative are thoroughly trained on what products we offer and all of our policies, including our shipping policy and what qualifies for free shippingAgain, my sincerest apologies for any misunderstanding or miscommunication on our part
Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ Contact Name and Title: [redacted] CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] The customer states he left the manager a message but did not receive a call backI am the manager of the customer service department and I never received any message to contact the customerMy apologies that the message was not given to me The customer placed an order for a snow blower and after receiving his check payment we sent an email on 11/30/stating "We regret to inform you that [redacted] is experiencing a backorder of many of their two stage snow blower modelsThe new estimated ship date for model XXX XX is 12/16/2014." Order was the cancelled on 12/3/14, which began the check refund processCustomer's check refund for the full amount of $was processed on 12/8/The customer should receive his check refund in 5-business days, dependent on the U.SPostal Service delivery time frame
Initial Business Response / [redacted] (1000, 5, 2014/11/18) */ Contact Name and Title: [redacted] CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] Customer contacted us on 11/reporting that his snow blower was not workingHe ran it for a short time and now cannot get it restartedHe wanted us to take the unit back but per our Return Policy for gas powered equipment, the customer must have an authorized service dealer inspect the item to determine what the issue might beIf deemed a manufacturer defect it would be repaired under warrantyWe explained this to the customer and provided him the name of service dealer [redacted] & [redacted] XXXXX Tel# (XXX) XXX-XXXX Customer told us that this service dealer would not look at the snow blower under warranty and that they wanted him to pay for repairsWe offered to call the service center to find out why the customer was told this but he refused and hung up on our representativeWe took it upon ourselves to call [redacted] & [redacted] anyway and spoke with [redacted] and the service manager and we were told that they had no record of this customer calling them at allWe are not sure where the disconnect is, but the fact of the matter is that the customer must have this unit looked at by a service dealer before any further steps can be takenThe only reason that repairs would not be covered under the manufacturer's warranty would be due to customer abuse or neglect Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an out and out lie on multiple levelsMy initial response from this company was and e-mail instructing me to contact the manufacturer to find out who the local service center is in my area and then to call the local service center to san appointment to get it fixed under warrantyThey did not provide me with any service center as stated, they basically blew me off, have e-mail to prove itI called three service centers wia thirty mile radius of my zip codeNone of them were willing to perform the work under warranty, all of them would "bill me and I would have to work out the details with the on-line company I bought it from, however had I bought it in their store it Would not be a problem in fact it would have been set up and tested before it left the store" (notice quotation marks)By the way, they have a huge back log and can't get it in for weeksI didn't take names, times of the calls or record their response however you can follow the same process I went through and call these companies and tell them that you bought a snowblower on line and it doesn't run will they cover it under warranty? I'll bet you get the same responseAfter I got these responses I e-mailed the company explaining the responses, and asked them to call meThe only response I got was an e-mail saying that they are trying to contact the manufacturer, no return callWaited all day for response, before leaving work I tried again to contact them by e-mail and phoneI was finally able to talk with someone and it became very apparent that this company had my money and felt no responsibility for making this a fair transactionThis company sold me a product with no means, plans or intention to support it after the sale, in the words of the representative "it's the service centers obligation to take care of the problem, it's not his" I hung up the phone when the conversation was over, if the representative is saying that he was going to call the service center while I was on the phone that wasn't even possible the service center closed at 5:pm, the call took place on my way home from work 5:45ish Eastern time When he offered to call the service center I told him to "go for it, knock yourself out" I was assuming he would call when the store was actually open, like the following dayWhy on earth would I refuse to have the representative call the service Center? This company is incredibly dishonest and their lies don't even make sense If he actually did contact a service center he did not contact me by e-mail or by phone regarding any of this conversation, Did he happen to ask [redacted] when I could get it looked at? Final Consumer Response / [redacted] (4200, 11, 2014/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is getting really ridiculous and isn't going anywhere, however I do have to set the record straight once again, I told the representative that "he is Twisted after he told me that they have no obligation to me, its the service centers obligation to take care of the problem"I stand by my statement! This Snow blower direct took my money and sold me a defective unit and when I contacted them they sent me an email with the manufacturers contact information (blew me off)The three service centers I contacted were not willing to do the work under warrantyIn essence this product had no warranty I have given up on trying to get Snowblowers direct to realize that they do have a responsibility to their customers after they take their money and ship a productHopefully the Revdex.com will have some influence by revoking Snowblowers directs membership and have them remove the Revdex.com logo from their web sitePeople like me have a certain expectation that when a customer has this logo on their web site that they can expect a certain degree of fairness in the sales transactionFor the credibility of the Revdex.com and for the sake of consumers please don't let this company exploit your organization and take advantage of the consumers you're trying to protect A member of my church took the snowblower and found it had a defective ignition coil, it cost me $for the coil and I paid him $for his workThis was a fairly cheap learning experience for me, please remove snowblowers directs Revdex.com membership and share my experience with others so they don't have to be subjected to this unethical organization Final Business Response / [redacted] (4000, 13, 2014/11/24) */ The customer also filed a complaint with [redacted] , which we addressedWe were then contacted on November by [redacted] with the following email: "Thank you for getting back to meI have spoken with the customer and he fixed the snow blowerThat being said I will consider this case closedI appreciate your help in the matterHave a good weekend Best Regards, [redacted] - The [redacted] Team" The customer also states in his most recent response that he found the snow blower had a defective ignition coil that cost him $for the coil and $for laborThis repair would have been covered 100% under the manufacturer warrantyI know the customer stated that he was not getting results from the service dealers, which is why we offered to assistIf you read our last reply we stated: "If the customer is being told by a service center that they refuse to work on his snow blower because he bought it on line or that he has to pay for repairs and that he has to deal with warranty reimbursement with us, then we need the name of the service center and the name of the person that told him this so we can address this directly with [redacted] Regarding a backlog of weeksThat would not be unusual for this time of year as many service dealers also do repairs on lawn mowers and other gas powered equipment besides snow blowers." We were never given that information and therefore did not have an opportunity to discuss this with [redacted] or the service center directly We feel we did everything in our power to try and assist the customer through the warranty processIt's unfortunate that he paid a warranty covered issue out of pocket but that was his choice and we are not able to reimburse him for his expenses
I ordered the Slush PlowTo start the product is cheaply made from cheap plastic polymerThe instructions on assembly are of poor qualityThey look like someone made black & white photocopies and the ink was near empty They also suggest going on [redacted] for assembly instructions, however the video is of poor qualityThere is no explanation that I found that described what the plow was made of, however I admit I assumed it was metal or of better qualityDon't waste your moneyFree shipping is a joke from Snow Blowers DirectIn fine print in the bottom of the online check out this is all I see upon investigation(By submitting your order, you agree to Snow Blowers Direct's Privacy and Return Policies.) Needless to say that when you return an item you get charged for that "free" shipping and then have to pay out of your pocket again and make arrangements to ship it backAlso depending on how the original packaging is you may be subject to a 25% restocking feeLast thing this item probably costs maybe $15-$to manufacturer, but for the $279.99-$its not worth the moneyI feel that their free shipping is deceitful to say the least
My one and only experience with this company is totally and completely unsatisfactoryThey do not guarantee customer satisfaction with product performance (also unsatisfactory)If it is unopened and unused, authorized returns within a very limited time carry a @ 25% restocking chargeOpened and used only once with unsatisfactory performance, tough luckYou own it; you're stuck with itCompany says products are guaranteed against factory defects only; otherwise, once used, no returns; no exchanges; no refunds Customer satisfaction is NOT in their vocabulary
Initial Business Response / [redacted] (1000, 5, 2014/05/02) */ Contact Name and Title: [redacted] CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @pedstores.com We do apologize for the condition that the mower arrived inThe customer can be assured that it did not leave our facility in that conditionIt would have shipped in a brand new condition in a factory sealed cartonUnfortunately it appears as though Fed Ex did not take proper care while handling this shipmentThe parts needed have shipped today by Fed Ex ground under tracking number XXXXXXXXXXXXXXXAn email with this information was sent to the customer earlier todayThe parts should deliver in 2-business daysWe can offer the customer a $courtesy credit for the problems he experiencedWe will have our accounting department issue that credit immediatelyAgain, our apologies Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They were suppposed to have shipped the parts over a week agoIf I had not called them today, I would have never gotten the parts! I have already paid someone to cut my grass times and I will also have to install the parts myself.So to me it adds up to $for the grass cutting so far and however much labor is to install a new front axle and wheels? This company should have sent out another mower immediately! The packaging by this company was horribleFedex may have bent the wheel but Power Direct did not package it correctly Final Business Response / [redacted] (4000, 9, 2014/05/05) */ The customer needs to understand that we do not package the mowerThe manufacturer packages the mower at time of production and then sends product to our warehouse for fulfillment of ordersIn addition, we ordered the parts on the same day the customer reported the damage and the customer was advised that the timeframe for parts to ship and receive are 5-business daysThe parts are due to arrive to the customer on 5/6/via Fed Ex under tracking #XXXXXXXXXXXXXXXWe have already issued a credit for $to the customrWe have filed a claim with Fed Ex for the damageIf they pay more than the $already credited, we would be happy to issue an additional credit to the customerFed Ex claims can take up to weeks to settle Final Consumer Response / [redacted] (4200, 11, 2014/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company DOES do final packaging, and to hold a lawnmower together with scotch tape is absolutely NO way to ship! This company is the worst I have ever dealt with and will not admit fault, or take responsibility! They need to step up to the plate on this transaction! Stop pointing the finger at someone else
Mr [redacted] purchased his Pressure Pro branded pressure washer from us on 1/13/He first contacted us by phone on 3/2/stating he was having issues with the unitSince this is a gas powered piece of equipment, we cannot simply approve a returnWe directed him to call the manufacturer, Pressure Pro at telephone number [redacted] They would be able to offer troubleshooting advice and if necessary direct him to a local service provider for possible warranty workThis pressure washer's engine has a year warranty, the pump has a year warranty and the other components have a day warrantyThe customer called us again on 3/8/and when asked if he contacted Pressure Pro as directed on 3/2/he stated he had notWe then had our pressure washer product expert get on the phone with the customer to try and offer some trouble shooting advice but the customer got upset by the line of questions and hung up on usThat was the last time we had any contact with Mr***I have included a link to our Return Policy for your reference as wellhttp://www.pressurewashersdirect.com/returns.php Our reference number for this order is [redacted]