To whom it may concern:This response is in rebuttal to a recent customer's complaint about their experience in our shop. The mower that the customer dropped off was repaired completely for what it was brought in for. The mower had water in the fuel so the repair was to clean out the carburetor,...
replace the fuel filter and we went ahead and replaced the fuel line as well to be sure we corrected the problem. The mower was running as desired when it left our facilities. At some point between the time the customer got the mower home and brought it back to us the same problem had occurred. I can only speculate as to how this happened, but possibly the customer has a gas can that he re-used that had the same bad fuel in it or even quite possibly the mower could have been left out during a heavy downpour. But I am merely speculating. Either way, the customer did bring it back to us because he was having the same problem again and we gladly repaired the mower in the same way once again for absolutely no charge to the customer even though, it is believed by us, that it was not any fault of our own. After he left the facilities this time I never heard back from him that he was upset with the way he was taken care of. I personally cannot think of any better way we could have handled his unfortunate incident. The customer goes on to complain that we would not pick-up his mower for him and I am sorry to say, but no where do we advertise that we will. We simply do not offer that service for liability reasons. I see that the customer also mentions that he believes many businesses in Decatur are poorly ran so I can only imagine that I am on the receiving end of some other unfortunate incidents he has had with others. In closing, I am mostly hurt by the attack of my ethical integrity. I completely rebuke that statement. I think we should "Peel-the-Onion" on this complaint.
To whom it may concern:This response is in rebuttal to a recent customer's complaint about their experience in our shop. The mower that the customer dropped off was repaired completely for what it was brought in for. The mower had water in the fuel so the repair was to clean out the carburetor,...
replace the fuel filter and we went ahead and replaced the fuel line as well to be sure we corrected the problem. The mower was running as desired when it left our facilities. At some point between the time the customer got the mower home and brought it back to us the same problem had occurred. I can only speculate as to how this happened, but possibly the customer has a gas can that he re-used that had the same bad fuel in it or even quite possibly the mower could have been left out during a heavy downpour. But I am merely speculating. Either way, the customer did bring it back to us because he was having the same problem again and we gladly repaired the mower in the same way once again for absolutely no charge to the customer even though, it is believed by us, that it was not any fault of our own. After he left the facilities this time I never heard back from him that he was upset with the way he was taken care of. I personally cannot think of any better way we could have handled his unfortunate incident. The customer goes on to complain that we would not pick-up his mower for him and I am sorry to say, but no where do we advertise that we will. We simply do not offer that service for liability reasons. I see that the customer also mentions that he believes many businesses in Decatur are poorly ran so I can only imagine that I am on the receiving end of some other unfortunate incidents he has had with others. In closing, I am mostly hurt by the attack of my ethical integrity. I completely rebuke that statement. I think we should "Peel-the-Onion" on this complaint.