Pugh's Service

Eureka!
As a new arrival to Delaware (Kent County) and a former business owner, my family and I have had to locate many new services, e.g., doctors, dentists, tradesmen, etc…never an easy task. Earlier this year, we found ourselves in need of a car repair service. We received from our new neighbors and friends a few “reluctant” recommendations, and began to cautiously try them, some successfully, others, not so much. When my electric golf cart (in which I depend on to a great degree to get around) stopped working, I received strong and confident recommendations, from various sources, to try the ‘lawn mower place on Rt. 13, across the road from TD Bank’.
I did and a gentleman (who turned out to be the owner/operator) timely arrived at my home to check out the problem and within 20 minutes he informed me what the issue was, why it occurred and what could be done to resolve it. He was patient, caring and very clearly most knowable. I immediately realized I was speaking with the “right” person and braced myself for the inevitable price tag which always goes along with high-performance operations. To my delight,I received a very reasonable invoice, along with a great deal of very useful information.
Bottom line – I have subsequently had my two cars, my son’s pickup truck serviced there. I remain impressed not only with their friendly customer service and very reasonable charges, but particularly with the depth and breadth of their knowledge base and skill…and not just in automotive matters.
I am happy to post (my first critique posting, ever) that I have discovered a truly fine service center – Pugh’s Service Center.

This place might be able to fix lawnmowers but DO NOT let them work on your car. I took my car there 4 months ago for brake service which I paid 300.00 basically for a mechanic to say they were fine. The car has been garaged since then so I took it back to let them look at it because the brake pedal was going to the floor and they charged me another 600$ to replace the entire front system. When I questioned the work, patty the owner became extremely rude and condescend. Im done with them!!!

Mr. [redacted] brought his Bolens walk-behind mower to us for repair on May 16, 2016.  When customers drop off equipment, we ask them to describe the problem, and he indicated the starter needed repair/the mower wouldn't start.  He thought it was a starter repair, and this is indicated on...

the repair order.  The customer was told there would be a 2-3 week turnaround before the mower was ready for pick-up, and that we would call him as soon as it was ready.  There is no record of his calling for a status; however, if a customer does call for a status before equipment is complete, we check the status and report back to them whether or not the unit has been looked at, if parts are ordered, etc., and indicate they are welcome to call back in the future, but also that we'll contact them as soon as the equipment is complete.When examining the unit, it was noted that the starter cord was damaged.  We replaced it with new cord.  The repair to the starter was completed and the mower test started.  It would not stay running.  The ignition and compression systems were then tested to determine the problem.  Those passed.  The fuel system was then tested and failed, as the fuel system was dirty and clogged up.  These are typical troubleshooting tests to determine the cause of a no-start or won't stay running condition.
The carburetor was removed, cleaned, and reinstalled.  The fuel tank was cleaned and new fuel was added.  The carburetor diaphragm and purge bulb were replaced, as they were damaged.  At this point the mower was tested again.  It started well and stayed running.  The customer was then contacted on June 1st to let him know the mower was ready for pick-up.  We left a voicemail.
When the customer called back in response to our voicemail, the repair work was described to him and he indicated he would not pay the amount due and would not be picking up the mower.  He thought the mower was not worth the repair amount of $101.60.  Our staff explained that if the repair cost had neared the replacement value of the mower, we would have first contacted him before moving forward with the repair.  He was told that the repair invoice was well within the replacement cost of this mower.  He was adamant about not picking up the mower and the call was ended.
Our staff notified the owner of the customer's response, and the owner contacted the customer later the same day and left a detailed voicemail for the customer, again indicating that the mower was well worth this repair.  The owner requested the customer call back to discuss and to let us know if he would be picking up the mower.  He asked for a response within 48 hours or we would put the mower up for sale.  We never received a response from this customer, and the mower was sold.

Terrible service; terrible customer service. We took our power washer there because of recommendations from previous customers. No estimate as to when repair would be done. It took a month to get repair done. An estimate was given prior to work but when final bill came, the bill was over the estimate. Calls to business were answered by rude person. Will never go back there and will not ever recommend this business to anyone.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
Here was my response
 
When the mower was dropped off he (mr. [redacted]) stated that he did not know what was wrong with the mower and explained to them what was happening again like I stated before it was dropped off for diagnosis and after he explained what what's happening the person he dropped it off with said (not Mr. [redacted]) that it sounded like the starter but we will take a look.  As stated before this was ONLY suppose to be dropped off for a diagnosis because once again we did NOT know what was wrong with it!! When we called after 2 weeks of dropping it off for a diagnosis the women was very short on the phone we called to get a status to see if they found out what the problem was the ONLY thing she said was "it hasn't been looked at yet call back next week" one week later we get the call that it's done. Again they took it apon themselves to fix it with out our ok or even telling us what they found the problem to be stating that since it did not exceed the value of the lawnmower (which was a 5 year old and only $150.00 when we bought it brand new) they felt it was ok to fix it anyway.  The voicemail we have says NOTHING about picking up the mower in 48hrs or they will sell again we STILL have this voicemail and that was the last message we got from them. Again we have paper work stating we have 60days to pick up our property.  This company assumed it was ok to fix it they assumed we were not picking it up and have yet to provide any documents giving them the ok to fix it or to sell it.

Eureka!

As a new arrival to Delaware (Kent County) and a former business owner, my family and I have had to locate many new services, e.g., doctors, dentists, tradesmen, etc…never an easy task. Earlier this year, we found ourselves in need of a car repair service. We received from our new neighbors and friends a few “reluctant” recommendations, and began to cautiously try them, some successfully, others, not so much. When my electric golf cart (in which I depend on to a great degree to get around) stopped working, I received strong and confident recommendations, from various sources, to try the ‘lawn mower place on Rt. 13, across the road from TD Bank’.

I did and a gentleman (who turned out to be the owner/operator) timely arrived at my home to check out the problem and within 20 minutes he informed me what the issue was, why it occurred and what could be done to resolve it. He was patient, caring and very clearly most knowable. I immediately realized I was speaking with the “right” person and braced myself for the inevitable price tag which always goes along with high-performance operations. To my delight,I received a very reasonable invoice, along with a great deal of very useful information.

Bottom line – I have subsequently had my two cars, my son’s pickup truck serviced there. I remain impressed not only with their friendly customer service and very reasonable charges, but particularly with the depth and breadth of their knowledge base and skill…and not just in automotive matters.

I am happy to post (my first critique posting, ever) that I have discovered a truly fine service center – Pugh’s Service Center.

Had an account with this business for years.Now as im told by management im not a good enough customer to have an account. Bought a snow blower about 3 1/2 years ago because we had an account with them expected to be able to use account for parts service etc. otherwise I would have bought it from home depot.We are an established business probably been around as long as pughs has.Our business relies on accounts..thats really how it functions. we have accounts with all our vendors.but here is the clincher.. keep in mind we bought this snow blower from pughs.I asked if they could recommend another dealer to get my parts, I mean I need to find a place that may give us an account since that's how our system works. They told me to look in the phone book. Hows that for service after the sale.I almost bought my personal lawn mower from there this summer...thank goodness I dodged that bullet.Avoid this place they are so rude.