Seven Gables Power Equipment

Please be advised that our affiliation with Sears is as follows:Seven Gables Power Equipment is authorized to repair Craftsman cycle warrantied merchandise as a third party affiliate(Please refer to our website on our Services page ***).Please note the reference to 'warrantied merchandise' in the aforementioned paragraph.The document that ** *** has attached is in reference to 'warranty or protection agreement coverage' onlyPlease refer to the following excerpt from the 'Carry In Repair' document attached by ** ***:"For all gas powered Lawn and Garden products & portable air compressors:Your local authorized service provider is listed below, please take your product to them and advise if product has warranty or protection agreement coverage."Please note the reference to 'warranty or protection agreement coverage' in the aforementioned paragraphThere is no mention about no coverageThe only situations that the document pertains to is either warranty or protection agreement coverage.Unfortunately, ** ***'s equipment was not in warranty nor did it have an active protection agreement so the document he is referring to does not pertain to the equipment he brought inTherefore, the repair process that his machines went through was not the Sears warranty process but rather it was the Seven Gables processAs described previously, estimates are not supplied unless requested in the Seven Gables process.There are costs associated with repairing a machine that is not functioning properlyThe chainsaw was repaired and returned to ** *** in excellent running conditionWhen it was brought in, the customer indicated that it 'starts and dies'** *** does not seem to have any issue with the how the repaired product is functioningTherefore, the service that was requested was provided.We do, however, apologize for any disrespectful comments or actions made to ** *** when dealing with our firmWe put the customer experience at the forefront of what we do and sincerely apologize if ** *** was made to feel uncomfortable.Although we are not obligated to do so, but in the spirit of great customer service, we will offer to extend a credit of $to ** *** *** ** *** *** will need to come into the store with his credit card so we can process the transaction if he wishes as we do not store credit card information.THE TEXT OF YOUR COMPLAINT WILL BE PUBLICLY POSTED ON THE Revdex.com WEB SITE (Revdex.com reserves the right to not post in accordance with Revdex.com policy)PLEASE DO NOT INCLUDE ANY UNNECESSARY PERSONALLY IDENTIFIABLE INFORMATION (such as Social Security numbers, Birth Dates, etc.) IN DESCRIBING THE NATURE OF YOUR COMPLAINT. BY SUBMITTING YOUR COMPLAINT, YOU ARE REPRESENTING THAT IT IS A TRUTHFUL ACCOUNT OF YOUR EXPERIENCE WITH THE BUSINESS.Revdex.com MAY EDIT YOUR COMPLAINT TO PROTECT PRIVACY RIGHTS AND TO REMOVE INAPPROPRIATE LANGUAGE* • I read the above statement

[redacted] (not [redacted], the complainant) dropped off a Craftsman Chain Saw and a Craftsman Hand-Held Blower on 7/**/16. A $30 diagnosis fee was charged for each item. This fee gets applied to the cost of the repair. If the machine is not repairable or the repair exceeds the cost of a new machine,...

the fee can be applied to the purchase of a new unit at our shop.[redacted] signed a Seven Gables Power Equipment Shop Receipt for each item on 7/**/16 which states:"I hereby authorize the above repair work to be done along with the necessary material and hereby grant you and/or your employees permission to operate the unit as necessary for the purpose of testing and/or inspection."We gladly provide estimates prior to repairs when customers request it. Shop Receipts are documented to indicate that an estimate should be given prior to beginning repairs when customers request it. However, [redacted] did not request an estimate prior to us performing the repairs. After analyzing the issue with the chainsaw, it was determined the chainsaw needed a fuel system service and a carb kit. The amount for the fuel system service is posted in the showroom which is $59.95 plus parts. This amount plus the diagnosis fee did not equal or exceed the cost of a new unit.After analyzing the handheld blower, it was determined that it needed extensive work due to a loose cylinder and a stuck ring. The parts and labor would have cost approximately $150-$175 which would be equal to or greater than the cost of a new blower. We wanted to be fair and tell [redacted] that the repairs would exceed the cost of a new blower rather than proceeding with the repair.Regarding the Sears quote, the statement about providing an estimate if coverage does not exist only occurs when the customer goes through the Sears warranty process and it is determined that coverage does not exist. The chainsaw and the handheld blower did not go through the Sears warranty process.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Firstly, though my Dad dropped off the chain saw, it is my chain saw and I am the complainant.  This business states that I must ask for estimate at time of drop off or they assume I would automatically authorize repair.  The attached document from Sears noting that Seven Gables as their authorized service provider CLEARLY states that they will contact me if there are charges:  "How will I know if there are any charges? - The local provider will reach out to you with an estimate if you do not have any coverage"  I did not have any coverage and I did not authorize repair beyond diagnostics.  Thus why would I ask to specifically contact me with the charges or to authorize repair, when I have it in writing from Sears as their authorized service provider.  The Shop Receipt specifically does not specify that I requested repair.  Under Requested Services it just lists my make, model and that it starts & dies.   The fine print does say that "I authorize the above repair work"  but there is no such repair work specified so I therefore have not authorized any such repair.  I still require the refund of the charges above the $30 diagnostic fee.This company provided very poor customer service and again basically laughed in my face that nothing can be repaired for $30.
Sincerely,
[redacted]