Tom's Sales and Service Inc

Review: My dad and I purchased a Husqvarna chainsaw in July 2012. It was an XP series was claimed to be their top of the line saws. We followed the store's directions to run so many tanks of gas (always with the correct 2-cycle oil mix) then bring it in for tuning. It ran ok for about a year and a half.Then in the spring of 2014 it lost power and finally the engine seized. My dad took it in for repair which should have still be under a 2 year warranty, they tried to say it was our fault, that we didn't use the required 2-cycle oil. We found this to be very insulting along with underhanded as we have always used the correct oil mix. They would not fully repair the saw under warrenty, and charged us for the labor. This was in May 2014. We were not happy with their service at this time but we got past it.Then in early July 2014, we used the saw again. It was still on its first tank of gas since the rebuid when it lost power and seized again. Clearly there was a problem when the shop rebuilt it in May to only last for minutes. When dad took the saw back to have them inspect/repair it, they once again accused us of using the saw with oil yet again. They went as far as saying that the carburetor did not have mixed gas but the tank did: not only accusing us of not using mixed gas but of covering it up to. This is really a sad state where people would treat customers this way.They would not fix the saw under warrenty, even though the earlier repair work clearly was poor.After taking the saw appart at home, we found that the piston ring was installed backwards, that is, the ring has a hole at each end the the piston has little keepers to hold it in place. We found the ring was installed 180 degrees of out position and appeared to be forced into the groove to the point it was damaged.We would be the happiest with a full refund for the saw since it has proven unreliable but would accept a replacement in kind with a new saw. Beyond the reliability, we have found their customers service to be very poor.Desired Settlement: Due to the very poor reliability of the saw and the poor quality of their repairs, a full refund would be the one settlement that truely would make us feel uncheated. (they also billed us for the first repair that did not last). The second option would be a to have the saw replaced for a brand new one, but I very concerned that it would not be reliably either and would not have an honest place to have it serviced.

Business

Response: