VanDervort Repair & Replace

When she first called, a description over the phone of minimal work from an unknown set of conditions and of calls that day wanting a guess over the phone how long it might takeIn all cases on all calls a short and a long guess is given ”..unless we have to order parts ”I am unable to link her original call to one of the approximately calls to remember the conversation and link it to her machine or for that matter, herIt arrived when we were not there and she wrote her ticket as I instructed many so that they could get the work done as soon as possible, as we cannot be there to receive units 24/and have a self-tagging systemFrom that tag, I write a work order and catalog the project and post it on our website and update the website dailyI cataloged it on 5/18/and show it done 5/29/18, which is days, not three weeksFriday 5/18/new projects came in and by Monday new projects, with others in progressEvery single mower was wanted NOW, and half could have been done in February, but I digressIt was a strange spring, unable to mow until the grass was inches high or moreDiagnostics followed my transcript of her tagMy transcript: “deck and drive noise, deck wheels, sharpen”I added “make a listMay have them mow while parts ordered.” as noise means diagnostics needed and parts to orderThis is an error that in a conversation with the customer we are neither her nor I sure if nose or noise was the wordKnowing I had been buried with work and the parts needed for several machines needed to be ordered and freight when several jobs can be ordered together, everyone savesYet I at the time did not have approval for her diagnostic listI decided to order her parts and stock them if she was not going to do the workParts were ordered and shipped 5/22/invoice [redacted] ? $My phone records show calls to her number: 5/for min seconds, 5/for seconds, 6/for secondsI show the job done and customer notified 5/and paid for on 6/4/On 5/I believe is the call she says she did not get the message, and I would believe it true as I had Spectrum fixing the Phone systemMessage left to several customers where reported as not received and calls coming in ( some from this customer) went to voice mail but that voice mail was never received! The message I left she said she did not get went something like:? We are at $for the diagnostics to find the work scope with a description of the work and I stated I have the parts on order to expedite, she could go mow and bring it back, not to hold her up, but I will stock the parts if she is not going to fix it and the estimate was $455.I had these entries for the control of her project Customer: On Hold - Customer Feedback NeededAnd internal status : Parts ON Hand/Shop Backlog Ready.An internal comment: I got a call to give an estimate after parts ordered and in labor spent in partsThere was a mix up nose versus noise on deckI assured her what we did was needed, she just is strapped being a single momjabbed us for $never paid on an estimate not worth fixing.My mistakeI saw parts were in, grass growing, projects starring me in the face and everyone wants it nowWe got it done, and only the work it needed, which also included leveling the deck so it could cut grass without leaving ridges, which is probably why she wanted new wheels on the deckThe left side was inches higher than the right leaving a ridge each passThe nose wheel she is complaining about is simply not shown on the Illustrated Parts Diagram, and I went no further since we found the deck unlevel and corrected itI on the last phone call stated I would bill her at cost, I did not say no laborI also did not say you cannot have your machine until you pay your billI understand a miscommunication has occurredThis same customer is a single Mom and a neighborI was hurt to see the Revdex.com be our communicationI took this job on knowing the following:5/10/ [redacted] Lawn Mower ?" Gas? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? On Hold - Customer Feedback Needed estimate to fixNot running rightNeeds carb rebuilt, oil change, Air filter, plug, gas treatment against ethanol, compression good, spark good, blade good.She will stop and pay minimum and take for Dad to fix some-day10/31/left message going to scrap unless she callsI don't think [redacted] informed of the minimum service charge, and a nearby at [redacted] so I am going to ignore minimum payment being an issue, although we did send a bill on 10/6/14.My final on this matter is that she be content, and all she needs to do is talk to meThe best way to resolve things is face to faceI do not deserve a better business complaint.Lawn Mower ?" GasOn Hold - Customer Feedback Neededestimate to fixNot running rightNeeds carb rebuilt, oil change, Air filter, plug, gas treatment against ethanol, compression good, spark good, blade good.She will stop and pay minimum and take for Dad to fix some day10/31/left message going to scrap unless she callsI don't think [redacted] informed of the minimum service charge, and a nearby at [redacted] so I am going to ignore minimum payment being an issue,although we did send a bill on 10/6/14.I got a call to give an estimate after parts ordered and in labor spent id parts and courseThere was a mix up nose versus noise on deckBut I assured her what we did was needed, she just is strapped being a single momjabbed us for $never paid on an estimate not worth fixing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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