Complaints

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 3 mower blades on May 1,2024. I was sent an email May 2 saying it was shipped. I have checked the tracking number and information and **** says it hasnt received the package yet. I have asked for a refund but they are refusing to refund the money because they say **** has the item. I checked tracking number just now and it still shows that **** has not received the package. I simply want a refund and to be done with this matter. They are dishonest and rude. The image Im including shows the time I took the screenshot of the latest tracking information.

  Business response

  06/10/2024

  To Whom It May ******************** our due diligence was met with the **** the customer was provided a full refund.  

  Attached is the refund invoice created for our Customer.  

  *******************

  Power Mower Sales

   

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered an Inner Tie Rod for my side by side on 3/7/2024 and receive an email stating that they had received my order and would send another email once it was shipped. I emailed the company on 3/12/2024 since I had not received an additional email and I didn't get a response. I called the company on 3/13/2024 to check status of my order and the lady informed me that they had sent me an email on 3/8/2024 stating that the part was not available and that I should receive a refund within ***** hours. I informed the lady that I had not received an email nor had I received my refund. The lady stated I should get it by 3/14/2024. Here we are on 3/15/2024 and I still have not received an email nor my refund. I want my money back. They took out the money fast but will not refund quickly!

• Initial Complaint

  11/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a spark module for my stove on 10/16/2023 based on the part number and description of the product. When I received the part a month later, it turned out to be the wrong part with a different part number. When I called the business, I was told that the part that I ordered would not work for my stove. I know it's the part that I ordered based on the part number would work but I was given such a ridiculous excuse. The fact is that I don't really have to use what I order for its purpose and I just want to get the right part. I gave up debating with the agent and called my credit card company to dispute the charge. Avoid this company because you may not get what you order.

  Business response

  11/22/2023

  To Whom it May ************** received a phone call from our customer on 11-21-2023 advising that the product he had received was not the correct one.  
  The customer was asked to provide the model number so we could verify the part number that was required.  Customer provided us the model number *******.  Our research showed that the part number that the customer required was different from what had been originally ordered.  

  
  Part number ordered by customer was ********* which superseded to part number PA020047. 
  The part number for the model the customer provided is ********.  The part is no longer available from the manufacturers.  

  The customer then advised us that the model number he provided us was NOT the one the part was going to be used on.  He insisted that we had sent him the wrong part and that he wanted the correct one.  The customer did not provide us the model number for the unit that required the part.  He continued to tell us that the part we sent was the incorrect one and he wanted the correct one sent to him.  Because the customer was unable to provide us with the model number for his unit we would not be able to identify the part he required.  

  We explained to the customer that he would need to return the item we shipped in order to process a credit for him.  

  The customer then stated "don't worry you won't be paid" and hung up the phone ending the conversation.  

  We believed from the conversation that the customer would be submitting a chargeback with the credit card company.  

  Unfortunately the customer did not understand that we would not be able to assist him with the part he required without providing additional information.  We were unable to provide finalize a return because he ended the conversation abruptly. 

  *******************

  Power Mower Sales
  

  Customer response

  11/22/2023

   
  Complaint: 20902502
  
  I am rejecting this response because this business will use any excuses not to help its customers even it was not the customer's fault. The model number that they asked me to provide was my stove's model. I would very much love to see the research that they have done to show that the part would not work. In addition, does it really matter whether I order to part to be used on my stove? What matters is that the vendor sent me the wrong part. 

  I have never provided the part number PA020041, and this part number was never mentioned. The part number that I provided was 6540S0001 and this was the part that I ordered. What was sent to me was the part PA020041. If you want to see a picture of what I ordered, I could provide that. 

  Just to be clear, I told the agent that I was hanging up because I was given excuses after excuses not to replace or refund that wrong part. I told her that they won't get paid because I just let my credit card company handle this as a dispute. 
  
  *******************

  Business response

  12/11/2023

  As previously mentioned we are unable to help the customer with his issue because he would not provide the model number for his unit.  Without the model number we are unable to identify the part that is required.  The part we supplied is the replacement for the original part number he had requested.  This information was confirmed with the manufacturer.  

  A refund would have been initiated from our end if the customer would have not opened a dispute with the credit card company.  Because the dispute was opened we can not provide a credit back to him as it would only provide the customer with two credits.  One from the chargeback he opened with the credit card company and the other from our company.  We will not continue to send parts to him because it would be a futile attempt at resolving his requirement.  

  At this time there is nothing else for us to do.  We are unable to support the customer's requirement without the model information for his unit.  Since the chargeback was initiated we would rather the customer seek assistance from another Dealer/Distributor as we believe that we will be unable to satisfy his needs with any level of effort. 

  Sincerely,

  *******************

  Power Mower Sales

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a burner for my stove and they sent it to the wrong address and I sent them several emails to tell them to send it to the right address and they never responded back to me then I called them and they told me that they can't refund my money back to me and I do have a screen shot of the invoice but I don't know how to upload it on here but I might be able to upload it in an email

  Business response

  08/23/2023

  To Whom it May ****************** order in question reference invoice # ******* Order # PMS-****** was entered online by ************************ on 8-6-23 @ 11:43AM.  The order was shipped out on 8-17-2023 @ 8:37AM.  

  Our records do not have any phone calls, emails, or chats between ********* and 8-17-2023 from *************************  We have only one phone call from the ************************ on 8-23-2023 which coincidentally was the same day the shipment was delivered to the address he entered when the order was placed online.  

  We have attached a copy of the order and the tracking details.  

  ************************ asked our **************** Manager to send him a new order to an address different from the one he entered on his online order.  He was told that we would not be able to do that because the order was shipped to the address he entered when he entered the order online and had already been delivered.  ************************ advised our Manager that he did not know anyone at the address he had entered on the order and he wanted a new order shipped to him.  Our Manager explained that we would not be able to do that without him paying for the new order.  ************************ ended the phone call at this point by hanging up. 

  ******
  Power Mower Sales

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Be careful when buying from any company related to power mower sales. It looks like they've had to create a lot of different websites to hide their true identity because of the way they like to treat people. I ordered 100 ft roll of chain from this company for 429. Waited for 9 days. Haven't heard anything from the company. Contacted them through email with no response. Called them on the phone. Was told that it would be over 2 months before I got the product. I canceled the order and filed a claim through PayPal. PayPal and this company claim that I'm getting a refund but it's going to take longer because they sent an e-check. They took my money immediately. Now I have to wait up to a month to get my money back.

  Business response

  12/14/2022

  To Whom it May ***************************** is correct that we advised him that his item was on a nationwide back order from the manufacturer.  The attachment titled Husqvarna shoes what the manufacturer is showing in stock.  

  We did contact the manufacturer personally and found that they had stock on the item in ******.  We advised ************** of the information today but he has already acquired the item from another source.  

  With regards to the * Check, we explained to ************** that we are not in control of how PayPal refunds the monies back their clients.  Our best guess at why the delay in the refund to him is that a Case was opened with PayPal disputing the charges before our request for refund was processed with PayPal.  Attached is the information sheet from PayPal showing that we processed the refund for $429.16 on 12-8-2022 and the dispute was opened by ************** on 12-7-2022.  We do not select how PayPal refunds their customer we can only process the credit transaction with PayPal.  

  I have spoken with ************** and unfortunately were disconnected before we finalized our conversation.  I did leave a voice mail with my personal cell phone number so that he could reach me if there were any questions.  I will attempt to reach him once more as well. 

  Sincerely, 

  *******************

  Power Mower Sales. 

   

  Customer response

  12/16/2022

   
  Complaint: 18572490
  
  I am rejecting this response because:

  I don't think this company is being completely honest. I believe I'm only getting my money back as soon as I am because of the better Business bureau complaint and they finally accepted the refund.
  I've never had to wait for my money before and I've never had so many problems.

  During our conversation on the phone he was trying to blame PayPal the whole time. Saying that he had no control over how I got my money back or when and the PayPal employee that I was talking to may not have understood all of the company policies. It looks like I will get it back eventually. I am sure sellers have the ability to contest the refund or delay refunds. Not sure how it all works but when you file a complaint with PayPal I'm sure that's upsetting enough to some companies to delay a refund.
  Sincerely,
  
  ***********************

  Business response

  12/16/2022

  To Whom it May ***************** have spoken to ************** and responded to his complaint with the BBB in *******.  With regards to PayPal and how the refund was managed by them, our previous attachments clearly show that a dispute was filed by ************** immediately after he requested a refund from our Company.  PayPal manages disputes by investigating the details of the transaction in full before making a final decision.  We acted in ****************** best interest by processing a refund for his purchase after speaking with him.  However ****** had already opened a dispute at the request of ************** and as such must now go through their process in order to credit his account.  ****************** monies are in the control of PayPal not ours, we processed his refund as we do all our PayPal refunds, the dispute filed by ************** is the catalyst of the delay.  

  We made efforts to correct our mistake of not communicating clearly with ************** about the back order on his part.  However he informed us that he had already procured the part from another Vendor.  With that said we would not be opposed to assisting ************** in expediting the pending refund from PayPal.  In fact I offered to speak to PayPal on his behalf and explain the details of what had occurred in the hope that it would help his dispute.  ************** told me that he would let me know.  From his response to the information we provided I can ***** that he does not want us to assist. 

  Sincerely,

  *******************
  Power Mower Sales

  Customer response

  12/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do not believe PayPal has any reason to hold someone's money unless it was disputed or ignored by the seller.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 6/8/22 I ordered Echo part#***** for $33.62 + $12.99 shipping for a total of $46.61, I received a package from Powermower Sales on 6/13/22 containing a bolt ****** and ******** #70*****yp which sells for about $2.68 on other sites but Powermower Sales site says "not for sale" I've tried reaching out to customer service but got nowhere and was told someone from parts would call me, in 1-2 hours. I've gotten no calls and at this point don't expect to. I want my C/C refunded the $46.61 taken from me. This is my 1st purchase from them and my last.

  Business response

  07/11/2022

  Good morning 
  
  I hope all  is well. We do apologize for any  inconvenience that this may have caused you. I do see where we were advised by you that the incorrect item was received. A replacement order was created and shipped out containing the correct item. It does show it was delivered to you on June 21st, 2022 via ***** **** tracking number 9400111108247801191565. Please confirm if the replacement have been received.

   

  Kindest regards 

  Customer response

  07/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Put in a order on 5-7-22. I followed up with a email **** for a update on shipping. The response I got is the parts were out of stock and ship out in 4-6 days. I replaced back with a email canceling the order and requested a refund. I purchased from another place considering the original order will be to late when it arrives. They responded back with a shipping confirmation on 5-12-22. Asked them to stop the shipping and retract it because I dont need them any longer. They never stopped the order and the parts got delivered to my house that no one will be there for another 6weeks as Im at my other house. I clearly asked them to stop the order and cancel it before they shipped it. They have stopped responding to my request for refund or emails. The package will likely get destroyed sitting outside or stolen, not to mention make it look like my house is empty and probably get broken into now. Im simply asking for a refund. Them shipping it out after the cancellation request is not my problem. They seem to think Im my opinion they are in the right and wont refund the order. $146.31

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩