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Union Farm Equipment, Inc.

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Union Farm Equipment, Inc. Reviews (2)

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** *** **

We have never had a complaint before so I set up an online account yesterday.  Using the aforementioned log in information, I attempted to access the Complaint Management System.  I was informed that the information provided did not match records.  I then clicked the help screen and...

was told that the Revdex.com could not locate the email provided and asked me to verify that the email entered matched the account to which the complaint was sent. We received the complaint via U.S. Mail, so no, the email account does NOT match. Since the website method was not working,  I attempted to call and speak with someone for assistance.  Unfortunately, it is now after 3:00 on Friday (I have been waiting for Mr. [redacted] to call) and the phone system informed me that the Help desk closed at 3:00, today, Friday March 18, 2016.  I had to wait to reply as I was waiting for Mr. [redacted] to check his schedule and confirm when we will meet.  He is coming in to meet with our Service Manager and myself on Wednesday, March 23rd.  As Mr. [redacted] is an existing, and reasonably longtime customer of Union Farm Equipment, I am confident that once we show him and explain to him what failed on his [redacted] and what service work was required, he will see that the failure had nothing to do with the work we had previously, and recently, performed.  I will follow up as to how that meeting goes Background:As I was out of state last week, I was not able to initiate contact until Monday, March 14.  I called and emailed Mr. [redacted] to initiate contact.  Tuesday morning, he called and we discussed the situation.  Mr. [redacted] told me he had filed the complaint because he was not satisfied with the pictures and visual documentation provided to him.  What he wants is a drawing that shows the damage and the repairs needed.  It was explained to him that there is no such manufacturers drawing in existence and it was suggested that we get together to show him what was done.  While saying he finds it hard to believe that the manufacturer, [redacted], cannot provide the documentation he requests, he eventually agreed to meet with my Service Manager and myself.  This is critically important as I am confident he will see and be made to understand that the part failure and subsequent damage to his engine was, while unfortunate and extremely coincidental (given that we were working on the [redacted]), not associated with any of the work we performed on his [redacted]. When we meet, Mr. [redacted] will be shown how the part that caused the damage to his engine came off of the fuel injection system, which is mounted on top of the engine.  We will explain and show him how our work was on the engine starter, which is located on the lower front of the engine, and on the block heater, which is located on the bottom of the engine (and is used to keep the engine oil warm in winter). While Mr. [redacted] agreed to meet, he again accused me of being dismissive and asked how I could be sure we didn’t drop the screw into the engine.  Again, I said, when we meet, we will show and explain how the fuel injection system is a part of the engine, and how an engine is a closed system. when I further explained that, as an engine requires compression to operate, it is simply impossible to drop a screw into the internal moving parts of an engine, I  felt we were making progress when Mr. [redacted] agreed that the fuel injection components would probably have to have been removed… It was agreed that we must get together, discuss what has happened and come to a resolution.Mr. [redacted] called a few minutes ago advising us that Wednesday morning was an acceptable meeting time for him. I will send follow-up information after our meeting on Wednesday as to what resolution we reach. [redacted]   |  Owner / General Manager | [redacted]Union Farm Equipment, Inc. - "The Friendly Folks!"PO Box 155  |  1893 Heald Highway  |  Union, ME 04862[redacted]  *  [redacted]  *  [redacted]

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Address: 1893 Heald Hwy, Union, Maine, United States, 04862-4455

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