The Lawnmower Hospital

Complaint: I am rejecting this response because: This is absolutley fals, as there were never "many conversations" as is said.There was the initial conversation at drop off of lawnmower, with estimate to be given before work to be done, and a follow up when I had sent my son to check up on the matter some weeks laterA $+ charge on a $lawnmower would be considered major work, and I believe a phone call should've been given prior to work being done[redacted] They can undo the job done and return my mower to me Sincerely, [redacted]

Good afternoon I am sorry for the delay this landed in my inbox during my holidays I have talked with our shop to get the run down of the conversations that were in place till now Ben our shop advisor was told from *** that she did not read what she signed at the time of drop off ( see attached copy )our shop had gone over the unit to get the mower running as a tuhad the work order had said to estimate ONLY firstbut is was listed to estimate if major the tech has gone over the unit to find why the mower was not starting we got the mower functioning as per the work order once the mower was running we found the drive system was not working proper ( this was not mentioned to us at the time of drop off )there were many conversations between [redacted] and her son with our shop at one point we were told to leave the drive and the customers son would make it a push machine then told to leave the unit cause the customer was not sure what they are doing with it our shop tries very hard to follow all instructions on a work orderin conclusion we have the unit running as per the work order as a new blade because the old blade is bent and the drive is not working as of now we can take the blade off the bill but the old blade is bent that would reduce the cost of the bill done to $plus gst with no drive work

Initial Business Response / [redacted] (1000, 5, 2015/02/06) */ Contact Name and Title: [redacted] Manager Contact Phone: XXXXXXXXXX Contact Email: ***@lawnmowerhosp.com Repair number [redacted] unit purchased from [redacted] 11/29/ Unit came in to The Lawnmower Hospital 01/24/and picked up 01/31/ Customer stated the unit would not start and to estimate if not warranty the unit did have an estimate done becuase the carb and fuel system needed to be cleaned and rebuilt our signed document states the estimate charge of $will not include reassly The customer only paid the estimate charge and was not charged any other fees We talked to the tech on January after the customer calledOur tech states he does not remember any ababrasionsThe said scratches was not brought to our attention till after the machine was picked up and gone.We still have not seen the cover back to see the problem The request for a refund of money for poor service is not understandable since we only charged for the estimate only and the service we have given had not been questioned at all We would be happy to take a look at the used hood and make an assesment

Complaint:
I am rejecting this response because: This is absolutley fals, as there were never "many conversations" as is said.There was the initial conversation at drop off of lawnmower, with estimate to be given before work to be done, and a follow up when I had sent my son to check up on the matter some weeks later. A $+ charge on a $lawnmower would be considered major work, and I believe a phone call should've been given prior to work being done.....** *** *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** *** ** *** ** ***They can undo the job done and return my mower to me
Sincerely,
*** ***

Initial Business Response /* (1000, 9, 2015/05/05) */
To whom it may Concern,
Thank you for the opportunity to provide our explanation in response to Mr***'s concerns
Our company policy is to charge a $deposit on machines that are brought to us for tune up and repair
This was the amount that we charged Mr***, not $as statedWe do offer an estimate service for customers who wish to approve the cost of repairs prior to our mechanics proceeding with the workHowever, Mr*** did not select this service when he brought his pressure washer to our shopInstead, he signed for the machine to receive a tune upThe cost of the service that Mr*** agreed to, and signed for, is $plus the cost of parts and shop suppliesWe discussed that he would be contacted if the cost of repair was going to be considerably above the cost expectedThis is standard practice in our industry
Mr***'s work order was in our queue to be contacted to pick up his machine when he called to inquire on his pressure washerWe perform services on the machines we receive from customers in the order they are received by our shop
The final cost to Mr***'s machine was $plus GST which totaled $After the deposit was applied to this cost, the amount owed by Mr*** was $
When Mr*** came to pick up his machine, he did express that he was not happy with the cost to tune up and repair his pressure washerHe was advised at that time that we offer an estimate service, but that was not the service requested as per his signed work orderHe responded by telling me that he would be willing to pay $in total for the work we performed for himThis amount is far below what we would normally charge for a tune up/repair without partsIn the interest of finding a resolution to the matter, I did offer Mr*** a 20% discount on the labor costs we charged to his work orderHowever, he rejected this offerI then advised him if he did not want to take his machine, we could sell it on his behalfWe would then provide him with the amount we sold the machine for, less the cost of the service he requested to be done
Mr*** was advised that if he did not take his machine, or have us sell it on his behalf, that he would be called on a regular basis to pick up his propertyOur shop has been providing service in the Edmonton area for more than yearsBecause of this we have hundreds of customers' machines in our care we are not able to store machines long termIt is necessary to move the machines out once the service has been completed
Unfortunately, Mr*** left our shop without advising me how he would like to proceed and we are still waiting to hear what his decision will be
Initial Consumer Rebuttal /* (3000, 11, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Sir/Madam:
In my original letter dated March 18,it is stated that I was asked to pay a $40.oo deposit to check out the problem with my pressure washerThe deposit mentioned was a typing error and should have read as $
I paid the $fee.I was told by the counter employee that I would be notified of the cost of the repair prior to any work being doneThis would be by phone or email.I specifically asked the clerk twice if this $was to check out the machine and she ensured me that it was soShe asked me to sign for that and under her direction I signed
At no time did I ask for a tune upWhy would I ask for a tune up when obviously the machine didn't work.When I had not received.any calls/e-mails, I called to find out why I had not been contacted, I was told the machine was ready to pick up
I have worked in the industry for years, before proceeding with repairs customers are notified of costIf the cost of repair is going to be considerably above the cost expected only the paying customer can make that decision
Thank you
Final Business Response /* (4000, 16, 2015/06/19) */
To reiterate what was stated on the first response, if Mr*** had asked for a estimate first we would have done thatBecause he did not request this option when he dropped his machine off, it was put through as a repairCustomers are not asked to sign anything without reading the what they are signing first
When Mr*** read the work order he signed he should have noticed that an estimate was not requested

Good afternoon? I am sorry for the delay this landed in my inbox during my holidays? I have talked with our shop to get the run down of the conversations that were in place till now? Ben our shop advisor was told from [redacted]? that she did not read what she signed at the time of
drop off ( see attached copy )our shop had gone over the unit to get the mower running as a tuhad the work order had said to estimate ONLY firstbut is was listed to estimate if major? the tech has gone over the unit to find why the mower was not starting we got the mower functioning as per the work order once the mower was running we found the drive system was not working proper ( this was not mentioned to us at the time of drop off )there were many conversations between [redacted] and her son with our shop? at one point we were told to leave the drive and the customers son would make it a push machine then told to leave the unit cause the customer was not sure what they are doing with it? our shop tries very hard to follow all instructions on a work orderin conclusion we have the unit running as per the work order as a new blade because the old blade is bent and the drive is not working as of now we can take the blade off the bill but the old blade is bent? that would reduce the cost of the bill done to $plus gst with no drive work?

Initial Business Response /* (1000, 5, 2015/02/06) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@lawnmowerhosp.com
Repair number [redacted]
unit purchased from [redacted] 11/29/2013
Unit came in to The Lawnmower Hospital 01/24/2015 and...

picked up 01/31/2015
Customer stated the unit would not start and to estimate if not warranty.
the unit did have an estimate done becuase the carb and fuel system needed to be cleaned and rebuilt.
our signed document states the estimate charge of $40.00 will not include reassly.
The customer only paid the estimate charge and was not charged any other fees.
We talked to the tech on January 31 after the customer called.. Our tech states he does not remember any abnormal abrasions. The said scratches was not brought to our attention till after the machine was picked up and gone.We still have not seen the cover back to see the problem
The request for a refund of money for poor service is not understandable since we only charged for the estimate only and the service we have given had not been questioned at all.
We would be happy to take a look at the used hood and make an assesment.

Initial Business Response /* (1000, 9, 2015/05/05) */
To whom it may Concern,

Thank you for the opportunity to provide our explanation in response to Mr. [redacted]'s concerns.

Our company policy is to charge a $40.00 deposit on machines that are brought to us for tune up and repair. This...

was the amount that we charged Mr. [redacted], not $540.00 as stated. We do offer an estimate service for customers who wish to approve the cost of repairs prior to our mechanics proceeding with the work. However, Mr. [redacted] did not select this service when he brought his pressure washer to our shop. Instead, he signed for the machine to receive a tune up. The cost of the service that Mr. [redacted] agreed to, and signed for, is $129.95 plus the cost of parts and shop supplies. We discussed that he would be contacted if the cost of repair was going to be considerably above the cost expected. This is standard practice in our industry.

Mr. [redacted]'s work order was in our queue to be contacted to pick up his machine when he called to inquire on his pressure washer. We perform services on the machines we receive from customers in the order they are received by our shop.

The final cost to Mr. [redacted]'s machine was $190.67 plus GST which totaled $200.60. After the deposit was applied to this cost, the amount owed by Mr. [redacted] was $160.20.

When Mr. [redacted] came to pick up his machine, he did express that he was not happy with the cost to tune up and repair his pressure washer. He was advised at that time that we offer an estimate service, but that was not the service requested as per his signed work order. He responded by telling me that he would be willing to pay $100.00 in total for the work we performed for him. This amount is far below what we would normally charge for a tune up/repair without parts. In the interest of finding a resolution to the matter, I did offer Mr. [redacted] a 20% discount on the labor costs we charged to his work order. However, he rejected this offer. I then advised him if he did not want to take his machine, we could sell it on his behalf. We would then provide him with the amount we sold the machine for, less the cost of the service he requested to be done.

Mr. [redacted] was advised that if he did not take his machine, or have us sell it on his behalf, that he would be called on a regular basis to pick up his property. Our shop has been providing service in the Edmonton area for more than 30 years. Because of this we have hundreds of customers' machines in our care we are not able to store machines long term. It is necessary to move the machines out once the service has been completed.

Unfortunately, Mr. [redacted] left our shop without advising me how he would like to proceed and we are still waiting to hear what his decision will be.

Initial Consumer Rebuttal /* (3000, 11, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Sir/Madam:
In my original letter dated March 18,2015 it is stated that I was asked to pay a $40.oo deposit to check out the problem with my pressure washer. The 540.00 deposit mentioned was a typing error and should have read as $40.00.
I paid the $40.00 fee.I was told by the counter employee that I would be notified of the cost of the repair prior to any work being done. This would be by phone or email.I specifically asked the clerk twice if this $40.00 was to check out the machine and she ensured me that it was so. She asked me to sign for that and under her direction I signed.
At no time did I ask for a tune up. Why would I ask for a tune up when obviously the machine didn't work.When I had not received.any calls/e-mails, I called to find out why I had not been contacted, I was told the machine was ready to pick up.
I have worked in the industry for 25 years, before proceeding with repairs customers are notified of cost. If the cost of repair is going to be considerably above the cost expected only the paying customer can make that decision.
Thank you
Final Business Response /* (4000, 16, 2015/06/19) */
To reiterate what was stated on the first response, if Mr. [redacted] had asked for a estimate first we would have done that. Because he did not request this option when he dropped his machine off, it was put through as a normal repair. Customers are not asked to sign anything without reading the what they are signing first.
When Mr. [redacted] read the work order he signed he should have noticed that an estimate was not requested.

Complaint: 12343637
I am rejecting this response because: This is absolutley fals, as there were never "many conversations" as is said.There was the initial conversation at drop off of lawnmower, with estimate to be given before work to be done, and a follow up when I had sent my son to check up on the matter some weeks later. A $165.00 + charge on a $250 lawnmower would be considered major work, and I believe a phone call should've been given prior to work being done.....[redacted]They can undo the job done and return my mower to me.
Sincerely,
[redacted]

Good afternoon I am sorry for the delay .. this landed in my inbox during my holidays I have talked with our shop to get the run down of the conversations that were in place till now Ben our shop advisor was told from [redacted] that she did not read what she signed at the time of...

drop off ( see attached copy )our shop had gone over the unit to get the mower running as a tune-up .. had the work order had said to estimate ONLY firstbut is was listed to estimate if major the tech has gone over the unit to find why the mower was not starting .. we got the mower functioning as per the work order once the mower was running we found the drive system was not working proper ( this was not mentioned to us at the time of drop off )there were many conversations between [redacted] and her son with our shop at one point we were told to leave the drive and the customers son would make it a push machine .. then told to leave the unit cause the customer was not sure what they are doing with it our shop tries very hard to follow all instructions on a work orderin conclusion ... we have the unit running as per the work order .. as a new blade because the old blade is bent and the drive is not working as of now we can take the blade off the bill .. but the old blade is bent that would reduce the cost of the bill done to $165.00 plus gst with no drive work