Smitty's Lawn & Garden Equipment

We have been dealing with ***, her husband on this mower. He has been in times since the repair was done so that we could show him what we found was wrong. The first repair it came in for carb repair work and maintenance (air filter, spark plug, etc.). When we finished the work
we put VP racing fuel in the machine and the customer took it running as we run every machine for the customer at time of pickup. We us the VP fuel because it contains no ethanol. When the unit came back in for repairs over month later, it no longer had the VP fuel in it. We still have the fuel sample here. The fuel we pulled out has water and ethanol in it. This is likely the same fuel that caused the issues the first time. When *** came in to pick it up day later, we presented him with the fuel sample and he understood that this is what was causing the problem (mowers do not run on water). He agreed to the charges and we laoded his machine and he left with the replaced parts (except for the fuel. He then came back in with a letter from Mrs*** saying what was said in this complaint that we did not fix the machine the first time. We showed him the fuel sample agani and went over what we found the 2nd time, for the 2nd time and he understood and agreed that this would and did cause the issue. He insisted on leaving his wifes letter with us anyway. After a few days we get this Revdex.com complaint and called Mrs*** to try to resolve. She explained that *** had not told he anything about the circumstances of the repairs that we showed him or he agreed to. We tried to explain to her what we found and that we would be happy to show her what we pulled out of the machine. While she indicated that she still did not understand, we invited her in and also told her that we were going to send a letter and some information on the fuel related issues (see attached letter). She indicated that she would not be cancelling her credit card. While we do not consider this issue resolved, we are actively communicating with Mrs*** now (instead of her husband) to resolve. We have mailed the letter and informational brochures. In terms of the Revdex.com compaint, we do consider resolved as we are still in communication. She has also left us bad online reviews. We believe that if the information shown *** would have been shared with Mrs***, this would not have been an issue. We are asking that she remove the bad online reviews as well as the Revdex.com complaint, as this is appears to be bad communication between husband and wife as *** was ok with all of this

The customer purchased this unit directly from his (former) employer *** and did not purchase the machine from us. *** has not been paid anything by the customer for any merchandise or services, so the claim for $to be returned by us is completely unfounded. Since
the machine was purchased somewhere else, *** did not assemble, uncrate, unload or test this unit prior to the customer recieving it. We were asked for assistastance by *** as the machine he purchased was missing some parts and pieces when it arrived to the customer. We have been under direction from *** about what to do to help. We performed exaclty what they asked us to do and delivered it back to the customer where the customer was complimenting the driver on how the unit looked (and even tipped him because of it). We do wash and clean the machines before they are delivered, so the claim that his machine got wet is absolutely true, we did detail his machine. The photos that have been sent to *** by the customer shows that everything was in place and in good working orderWe provided checklists of the 'predelivery inspection' that was done to the customer and to ***. These are all items that were supposed to be completed by the seller (and may or may not have been) but we were asked to do it (by ***) and we did. As of writting, *** has informed me that the customer has demanded that the unit be returned (to the seller) and that is where this claim and complaint should have been made. We consider this issue resolved as the customer is now dealing with the seller to get the satisfaction he is looking for. We did exactly what was asked of us and then went above and beyond. We detailed his machine and our driver spend a large amount of time making sure the customer was satisfied. The cusotmer came in to inpect the unit before the delivery was made and gave it the all clear and then once again when we delivered it