Shank's Lawn Equipment, LLC

June 23, 2016We are responding regarding the correspondence from [redacted] regarding the service repair to his [redacted] mowerWe have tried repeatedly to order the correct parts to repair the unit and simply have not been able to source parts that match this unit correctlyWe are using the exact identification provided by [redacted] for this unit and using the part numbers that [redacted] lists for this specific unitApparently the manufacturer that produced the unit for [redacted] / [redacted] has changed the parts and they do not fit [redacted] 's unit correctlyWe have made multiple attempts to source the correct parts without success.We are notifying [redacted] that we will not charge him for the hours we have invested in the attempts to repair the unit and source the parts, we will return the parts we have ordered so he is not charged and so he can deal directly with [redacted] / [redacted] to get the unit repaired.Regards,

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:The credit card company finally removed the charges from SKANKSLAWN so I should be able to pay the chemotherapy blood test bill I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

July 18, We are responding regarding the correspondence from [redacted] concerned an intended return on Order # ***.Following is a copy of the Order Terms and Conditions that the customer acknowledged at the time of order.As requested by the customer we issued a Return Authorization Number so the part could be returned for inspection and hopefully a credit.When the part was returned and inspected it obviously had been installedThe mounting holes had threads cut into hub and pulley had belt path markings.The credit was denied since the part had been installed and could not be sold as new,Regards,Shank's lawn Equipment LLC

June, 18, We regret that [redacted] s expectations were not met and understand his frustration if the unit did not perform satisfactorily.We make every attempt in our service dept, to repair units in a satisfactory manner and this instance was no exception.This unit was tested when the repair was complete and everything seemed in order.There are numerous statements and accusations in [redacted] s dialogue that could be contested and clarified but are irrelevant to his demands in the correspondence,We would like to simply make three observations.1- The complete service bill was $Of that total, only $was related to the carburetor repair that he alleges was still not totally solved when he used the unit.2- He alleges that the mower "would not run" when he actually told our service rep on the phone that it bogged down and lost power in mowing conditions.3- Even though he fails to mention it in his dialogue, we offered to have a service technician stay past our closing time to facilitate him bringing the unit back immediately to have us check the problem he experienced and resolve itThis would have been the quickest solution and would have involved much less down time for [redacted] than calling another repair service and would have been done at no additional cost to himBut he refused and abruptly ended the call.Regards,Shanks Lawn Equipment LLC

------ Forwarded message ----------From: Date: Mon, Jul 18, at 5:PMSubject: complaint # ***To: ***@myRevdex.com.org I have picked my mower up at Shanks and it still needs repaired , they charged me nothing and my complaint was really based on the poor communication they provided the months my mower was there Anytime I called , I was told they would get back to me and not once did they I went to pick the mower up on saturday 7/and they wanted to give it to me in pieces and I refused to take it until it was put back together They did call last wednesday 7/to tell me it was put back together and ready for me to pick it up , that was the only time I ever received a call from them The communication , was the problem I had in that month long time period , which is very poor when it comes to customer service

June 18, Regarding *** ***s attempted transactions on June , we regret his experience but cannot change the situation for the following facts which are Supported by the screenshot of his attempts from our credit card processor that are pasted into this ,He made three
attempts to complete the transaction, all of which failedWe never received any funds at all for any of the three attempts as shown belowA$hown in the transactions logs, all three were declined by fraud intervention software because of data entry mismatches with the card issuer recordsObviously, the credit card Company that issued the Card regarded these as temporary transactions and had them posted as pending which is likely why they told *** *** that they couldn't help him until June 17th which may be the temporary approval expiration date according to their policy.Of Course there cannot be a chargeback or Credit because the sale was never completed and we sever received fundsWe suspect that if indeed a gift card" was used that it was never registered with *** ***s address data which likely is the cause for the transaction failure but have no way of proving that and since We are PCI complaint the data below is the only information we have to go by,Shanks Lawn Equipment LLC

---------- Forwarded message ----------From: Service Dept Date: Wed, Jul 13, at 10:AMSubject: Complaint # ***Regarding Revdex.com complaint # ***, *** *** has been notified that his equipment is available for pickupWhile it has not been repaired, we have reassembled the unit and are not charging him for the parts or labor that was involved up to this pointWe invested a total of $ in time spent with the unit and parts which we cannot return. Regards, Shank's Lawn Equipment LLCEquipment Service Dept.p: *** *** *** menu option *f: *** *** ***m: [email protected]: www.ShanksLawn.com

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:The credit card company finally removed the charges from SKANKSLAWN so I should be able to pay the chemotherapy blood test bill
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

June 23, 2016We are responding regarding the correspondence from *** * *** regarding the service repair to his *** mowerWe have tried repeatedly to order the correct parts to repair the unit and simply have not been able to source parts that match this unit correctlyWe are using the
exact identification provided by *** for this unit and using the part numbers that *** lists for this specific unitApparently the manufacturer that produced the unit for ***/*** has changed the parts and they do not fit *** ***'s unit correctlyWe have made multiple attempts to source the correct parts without success.We are notifying *** *** that we will not charge him for the hours we have invested in the attempts to repair the unit and source the parts, we will return the parts we have ordered so he is not charged and so he can deal directly with ***/*** to get the unit repaired.Regards,

June, 18,
We regret that *** ***s expectations were not met and understand his frustration if the unit did not perform satisfactorily.We make every attempt in our service dept, to repair units in a satisfactory manner and this instance was no exception.This unit was tested
when the repair was complete and everything seemed in order.There are numerous statements and accusations in *** ***s dialogue that could be contested and clarified but are irrelevant to his demands in the correspondence,We would like to simply make three observations.1- The complete service bill was $Of that total, only $was related to the carburetor repair that he alleges was still not totally solved when he used the unit.2- He alleges that the mower "would not run" when he actually told our service rep on the phone that it bogged down and lost power in mowing conditions.3- Even though he fails to mention it in his dialogue, we offered to have a service technician stay past our closing time to facilitate him bringing the unit back immediately to have us check the problem he experienced and resolve itThis would have been the quickest solution and would have involved much less down time for *** *** than calling another repair service and would have been done at no additional cost to himBut he refused and abruptly ended the call.Regards,Shanks Lawn Equipment LLC

July 18,
We are responding regarding the correspondence from *** *** concerned an intended return on Order # ***.Following is a copy of the Order Terms and Conditions that the customer acknowledged at the time of order.As requested by the customer we issued a Return
Authorization Number so the part could be returned for inspection and hopefully a credit.When the part was returned and inspected it obviously had been installedThe mounting holes had threads cut into hub and pulley had belt path markings.The credit was denied since the part had been installed and could not be sold as new,Regards,Shank's lawn Equipment LLC