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March customer brought in a year old *** snow thrower which was given to them via family member and had passed along a recall notification on potential carburetor leaks on model PP265Efrom Oct recall sold via *** *** *** ***/***/*** *** and other large outlets Our
company technician contacted a number of individuals to verify such recall and eventually was able to have *** cover the cost and installation of a new carburetor at no charge to the customer As a small engine repair service centre and due to degraded north american fuels, we will charge all customers litre of *** high grade fuel which we use a small amount (1/of a liter) of the high grade fuel to test the machines and pass along the remainder of the bottle (3/litre) for the customer to use for future use Our policy is that when a machine arrives for repair all fuel is drained and oil levels are checked This machine had a carburetor replaced, oil levels checked machine was run and tested for customer pick up at no charge in March 2016. In October the customer dropped off the same snow thrower and stated that it would not run Our technician checked fuel level and noticed the tank was full of premium fuel, upon checking oil levels the oil basin started spewing oil and gas out of engine block Over filling engine oil with gas is not a warrantied item in any engine We explained and showed the customer the amount of fuel mixed with oil and explained that this is not covered under warranty In order to correct this issue which was caused by customer filling gas into the oil, we would need to drain all liquids and flush the engine block cost of repair would be $ The customer complained that this was caused by our technician which after testing fuel/oil was not the case Therefore we explained that if they wanted this repaired there would be a cost to the customer whom was not willing to pay, therefore we explained that they have the right to take their snow thrower to other repair facility We apologize if the customer felt they were miss treated and due respect their feedback

Complaint: [redacted]
I am rejecting this response because: We did not put gas in the oil. We picked it up when they called to say the repairs were done the snow thrower was picked up and brought home and was put in our garage. The snow thrower was not started until the first snow fall of this year and when we tried to start it the snow thrower ran for maybe 3 minutes and died with a plume of black smoke coming out that is when we phoned Lloydminster power and leisure and took it back to them. The so called manager/owner was very rude and ignorant when we went to pick up the snow thrower when we asked questions and told us he didnt want our machine in his building again.
Sincerely,
[redacted]