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Springfield Mowers and Power Equipment

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Springfield Mowers and Power Equipment Reviews (2)

To whom it may concern:This is in response to #[redacted] submitted on 8-15-17.Mr. [redacted] purchased a self propelled [redacted] push mower on 6/23/17 from Springfield Mowers. On 7-3-17 we received a call and he stated the mower "loses power". We picked up the mower (we waived the $40 pickup/delivery fee...

which is never included even with warranty) and tested the mower multiple times and found nothing to be wrong with the mower. We delivered the mower back.Told the customer there was no issue we could find wrong and to try the mower again and if there was an issue to video it so we could see.A couple of weeks later Mr. [redacted] came into the store and showed me a video of the mower he had taken with it losing power. The video showed the mower being pulled back and turned on the side. After the mower was turned on the side wheels the mower cut out. I explained this was the reason the mower cut out was due to the uneven and rough way the customer was using the mower. I explained the mower the mower was designed for grass no rough areas which was how it was being used in the video.We picked up the at no charge for the second time and called [redacted] (the engine manufacturer) and tested the engine as the wanted us to. The engine was in all manufacture specifications and the technician who checked over this mower every time has been one for 35 years, has the highest designation from [redacted] and is my shop foreman. In other words, he knows what he is doing.I explained to Mr. [redacted] again there is nothing wrong with his mower and he wanted us to deliver it back. He wanted a refund and I explained there is a restocking charge because the mower is used. He stated the big box stores return without a charge. I called [redacted] and [redacted] just to see what my competitors do. [redacted] will only return if there is something wrong with the mower and [redacted] will not return a mower for any reason after fuel has been added.In conclusion, we did everything on our end to assure the there was nothing wrong with this mower, checked it over two separate times, got the engine manufacturer involved and they too said there was nothing wrong. Plain and simple the customer is using not as it was intended to be used and expecting the mower to perform as it was not designed to under rough mowing conditions. My company return policy is with a 25% restocking charge within 14 days. In a seasonal equipment business as my own this is a very common policy.Mr. [redacted] can return the mower less than 25% is the only resolution I will offer.[redacted]Owner

I am rejecting this response because: sellers statement was not accurate in his recounting of events or mowing conditions. I told them the mower was "sputtering" when in use. I also showed him parts of the video that clearly showed me mowing on an even terrain, and walking with the mower within the "personal pace" feature of the mower. This company does not stand behind its' products and I will not ever use their services or recount any thing good about them as a business who values its' customers.

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