Reviews

In November 2023, my husband and I dropped off a riding lawnmower, that belonged to an elderly friend, to the business in question. The mower blades weren't turning so the tech replaced the bearing. The total cost was $169.00. Upon the return of the mower, I was not with my husband when he picked it up and returned it to the customer. Until recently March 2024 the friend and I were talking, and the subject came up about his mower. He said when he received it from my husband, he noticed that the front grill on the mower was completely gone off the mower. I wanted to get information as to the grill that had been removed and where it was.I called the store. At that time my husband came up and I put him on the phone to her. Which after they talk for a second, they both decided it had disintegrated. I asked my husband to hand me the phone so I could talk back to her. He did. I said, “maam?”, then I heard a click. She hung up on me. I was stunned. She did not call back. How rude not to admit the company removed it Now I’m left to answer my own question, “what happened to the grill and why didn’t this customer get a phone call at the time it DISINTEGRATED? Poor business manners. This tractor mower was in good condition. On a sentimental note, this mower was specifically picked out by his wife at the time of purchase. she has since passed, now there is a big black gap in the front of the mower, with no explanation to HIM as to why or what happened. Just a theory, I believe the tech picked up the mower by the grill and that’s when it broke. To date the owner of the mower has no part returned to him. The complaint is obvious that they didn't care enough to call the owner first and ask to remove it OR to replace it since it was broken by them. No apology whatsoever. The owner purchased another grill for $183.00 and is installing it himself. Too bad this business has not practiced courtesy and respect for the elderly as a customer. We will not be returning to this business.

Our records show that *** ****** is the daughter of the mower owner. Her husband brought the mower in to be repaired. When he and the mechanic check the mower out the grill broke off due to the age of the mower. Her husband said not to worry about that because he knew that the mower was very old. *** called last week asking about the grill and we explained to her what happened to the grill when the mower was dropped off. She put her husband on the phone, and he confirmed that the grill was old, and it fell apart. I said thank you for clarifying and have a great day. We hung up the phone and had no reason to call anyone back. We are shocked that she has issued a complaint, especially after her husband confirmed that it was not our fault. We are sorry that she is upset and that her husband did not explain what happened to the grill. Please let us know if you need more information and we hope this will clear up the issue. 

Apparently the business focused on what the husband said on this issue instead of contacting the customer since it was his mower. This incident could have been handled differently had the service personel focused solely on the customers needs. I am speaking on behalf of my dad. HE wanted to know why the business didn't call him to tell him the grill had been broken. It's your word against his as to how the grill was destroyed. Since the grill was discarded without reason to him, this is the problem. I'm sorry that you did not explain what happened to my dad. There is no more further information we need.

The focus of my concern was how my dad, the customer, was disregarded and the business focused on my husband’s opinion. This would not have escalated had the proper steps had taken place to please the customer only. I was left to tell him I knew nothing of what happened, how it happened or where the grill went. The decision was made between the tech, my husband, and the office personnel. There was an invoice written up by the office personnel on my dad's information. The invoice, of course, was accompanied by the payment in full by my dad in the amount of $169.00 for services rendered on the mower. However, the least the company could have done was focus on Mr. ******'s needs, questions, and answers. I am not shocked by this business attitude. We do NOT need any more information.

Called this business and arranged to have 4 lawn mowers delivered to them by an outside contractor they recommended on 4/17/23. I was told they had a 2 wk turnaround. I requested them to start on the newest mower first since it had less issues, it was basically new. Then look at the other 3 older mowers if they were deemed worth repairing. At no time was I told of a minimum 90.00 fee to diagnose the condition of these mowers. I was never notified of any findings prior to them doing repairs. Two days later on 4/19/23 after 4pm I was called, letting me know all 4 mowers were ready and the cost was over 600.00. At no time was I given an estimate of the repair costs or allowed to give my permission to proceed with repairs. I was then told by the owner that I could not get the newest mower back first because it had the least repair cost but instead I would have to pick up the most expensive repair ticket/mower first. I disagreed with her and proceeded to end our conversation. Her lead mechanic then called me and notified me that I could come get my newer mower. He didn't realize no one had called me to let me know the cost and obtain my permission. These unauthorized repairs are excessive. On 4/22/23, I was told I could come get my newer mower at a cost of $128. The owner informed me they do not call anyone about repair cost unless it's over 1200.00 or so. I was going to get this mower but it would not start. She then told me to take them all but I had no vehicle to fit them. So I took another mower that did start and she did not accept payment from me that I offered numerous times because I was unhappy with their unauthorized repairs I suppose. I took the one mower home and was able to cut part of my yard before it froze up and quit running and will not start again. Had I paid $600+ I clearly would have had at least 2 mowers that were not fixed. The other 3 mowers are still there and they are giving me 30 days to claim them or they will sell them. Beware!

Yes, Mr. Keller had 4 mowers delivered to our store on 4/17/23. The newer mower was not starting. The Toro mower did not start, was missing the blade and the blade bracket. The Troy Bilt mower did not start, was missing the air filter cover and he wanted the blade checked. The black Max mower did not start, was missing the filter cover and a blade. The customer told us that he uses the mowers like bush-hogs and cuts everything with them. The customer never asked for a quote, our prices, and he knew the condition of the mowers that he sent to us. We told him 2 weeks because we would have to order the missing parts and it was 4 mowers. We ordered the missing parts, and they came in the following day. Since he had to pay $25.00 each way to have someone to bring us the mowers, we thought we would help him out and get all 4 of them fixed. We called him once the repairs had been completed and the price was $611.09. He was upset and he was told that he could pay for two mowers and that the other two would have to be paid for within thirty days. We told him that the ones that had the most money tied up in them would need to be paid for first. We informed him of all the completed work for each mower and the cost for each mower. All the mowers needed to have the carburetors cleaned due to the trash in them. This is not found until you remove the carburetor and take it apart. We have a machine it goes in for cleaning, then it is put back together with new gasket kits. That was all that was needed for the newer mower. That mower requires being primed several times in order to start because of the brand. The Toro needed a spark plug, oil and replace the missing blade and blade bracket. The Troy Bilt needed a spark plug, oil, air filter, pre-filter, air filter cover and a blade. The Black Max needed a spark plug, oil, air filter, blade, air filter cover and replace the broken blade adapter. When going over the payment arrangements with the customer he started yelling and cursing. He was then told that we would not do a payment arrangement and that the mowers had to be paid for within thirty days. He said that we never gave him a quote for the work, and we explained that we do not give quotes for regular maintenance work. If we see something other than regular maintenance work or if the customer requests a quote, we call the owner with that information. Again, we tried to help Mr. Keller out and told him he could pick up the mower he wanted to pick up and get the others within thirty days. On 4/22/23 Mr. Keller came into the store angry stating that he had called the state attorney’s office and the BBB because he was not given a quote. We tried to explain to him that usually we end up fixing the minor things on a mower trying to see why it does not work. We told him that we did not want to fight with him and that we would not charge him with any of the repairs and that he could take all of his mowers. He took one mower that worked perfectly when it was picked up. On 4/25/23 we paid to have Mr. Keller's other mowers delivered to his house. We are sorry that he did not understand the condition of his mowers and that regular maintenance work is only quoted on request. We wish him well and are happy to answer any questions the BBB has.