Reed's Sales & Service

Initial Business Response /* (1000, 5, 2015/05/26) */
[redacted] See Attached [redacted]
Dear Mr. [redacted]
We are sorry your experience at Reed's was not satisfactory.
When equipment is checked in, our counter person cannot give an exact cost of repair. That is why we take a deposit. The deposit helps...

cover the cost of a technician finding the problem. In your case, the technician checked the ignition system for spark and compression. They were found to be good so he injected fuel directly into the engine and when it started and he could keep it running, he determined the problem had to be in the carburetor. You brought your mower to us in the spring. In many cases the mowers that are brought in in the spring have fuel that is old and can be most of the problem (see attached). We do not have a way to test the fuel quality, so we dispose of it. Most fuel tanks on lawn mowers hold less than a quart, so the cost at today's price is less than a dollar. Our shop rate is $72.00 per hour. It is far more cost effective to replace the fuel with known fresh fuel than to spend time looking and have that be a part of the problem. You said your carburetor looked clean, but to meet today's emission requirements, carburetors contain many small passages that, when become blocked, can stop an engine from starting or staying running once started.
When you dropped off your mower, you were told that the deposit was to help defray the cost of determining the exact cause of the problem with your mower and if your mower was repaired, the deposit would be deducted from the cost of the repair. The deposit slip you signed stated that the deposit was not refundable unless your equipment was repaired. It is also posted on a sign on the wall and on the slip you signed that equipment is returned disassembled. There is no reason to put it back together if you need to take it apart again to fix it.
The gaskets you received back were the ones off of your engine. We use OEM parts. Gaskets that are on an engine that runs more than one or two hours become fused, from the heat, with the surfaces they are compressed between. When removing a carburetor from an engine that has ran for two years, it is common for them to look used.
We will refund your deposit but we stand by our service. We do not lie to, or steal from our customers.
Reed' ales and Service

Initial Business Response /* (1000, 6, 2015/08/11) */
[redacted] See Attached [redacted]
Company provided letter of explanation and refund.
Initial Consumer Rebuttal /* (2000, 8, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have received a refund for the...

charges that we never agreed to. However I expected an apology on their part for making us go thru the whole incident when they should have handle it different. The day I arrive at the store to talk to the fornt desk person he kept on telling me what you are saying is not true I dont believe that is what happened and then he added maybe you didnt understood. They should treat all clients with respect and notify people in advance of the cahrges let the cleint decide if they want to spend the money or not. Do Business in a profesional manner