This letter is in response to the complaint that was filed against my business on 7/28/15, ID# [redacted] There are multiple incidents to accompany the service complaint in question. Background information: This is an older model riding lawn mower that looks as though it has been used...
quite harshly at times. It does not appear to be in the best condition. Many of the parts that were replaced were old and very worn. The mower was picked up from the customer’s home and delivered back upon completion after each incident. The first time that the lawn tractor was serviced, it was brought in with a complaint of “it will not start.” This was the beginning of May 2015. The carburetor was cleaned and the mower was tested in the field behind the service department before it was returned to customer. On May 28, 2015 the lawn tractor was brought in for a second time with a complaint of “it won’t start.” On this occasion the valves were cleaned and the drive belt was broken and had to be replaced. The tractor was tested again in our field before being delivered back to the customer on June 13, 2015.The beginning of July the customer called again with a complaint of it “will not start.” This time the key on the ignition had been left on either by the customer or whomever uses it at her home and the battery was bad. The battery was replaced, the mower was tested in the field, and it was returned to the customer on July 15, 2015. A few days after the third incident the customer called again with a complaint that “it will not run.” This time the PTO cable had been unplugged and the blade would not engage. That is why it would not run. The cable was reattached, the mower was tested in the field, and was returned to the customer. On July 31, 2015, the mower was brought back with a complaint of “it will run for 10-30 minutes and die.” The technicians took the engine off of the mower and discovered that it had a broken cam gear. The gear has been replaced and we are waiting on the customer to come and test drive the mower for herself before we deliver it back to her.
This letter is in response to the complaint that was filed against my business on 7/28/15, ID# [redacted] There are multiple incidents to accompany the service complaint in question. Background information: This is an older model riding lawn mower that looks as though it has been used...
quite harshly at times. It does not appear to be in the best condition. Many of the parts that were replaced were old and very worn. The mower was picked up from the customer’s home and delivered back upon completion after each incident. The first time that the lawn tractor was serviced, it was brought in with a complaint of “it will not start.” This was the beginning of May 2015. The carburetor was cleaned and the mower was tested in the field behind the service department before it was returned to customer. On May 28, 2015 the lawn tractor was brought in for a second time with a complaint of “it won’t start.” On this occasion the valves were cleaned and the drive belt was broken and had to be replaced. The tractor was tested again in our field before being delivered back to the customer on June 13, 2015.The beginning of July the customer called again with a complaint of it “will not start.” This time the key on the ignition had been left on either by the customer or whomever uses it at her home and the battery was bad. The battery was replaced, the mower was tested in the field, and it was returned to the customer on July 15, 2015. A few days after the third incident the customer called again with a complaint that “it will not run.” This time the PTO cable had been unplugged and the blade would not engage. That is why it would not run. The cable was reattached, the mower was tested in the field, and was returned to the customer. On July 31, 2015, the mower was brought back with a complaint of “it will run for 10-30 minutes and die.” The technicians took the engine off of the mower and discovered that it had a broken cam gear. The gear has been replaced and we are waiting on the customer to come and test drive the mower for herself before we deliver it back to her.