Complaints

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired them to fix my mower. They came out & said my carburetor was bad & they'd order a new one & it would arrive in 3-4 days. They took a $247 deposit for the part & house call. They didn't contact us for almost 2 weeks & only after numerous attempts of us calling texting & fb messaging. They then came out & after taking the mower apart discovered the part they ordered was the wrong part. They said the new one would be in in 2-3 days. After another week & a half of us calling texting & messaging again they finally came out when only my wife was home. Instead of the new carburetor they put a couple parts on my old one & reinstalled it incorrectly breaking a gasket while doing so. They got the mower started & running for a few minutes with some starter fluid & told my wife it was fixed & the part replaced. They then tried to charge $100 more than what was agreed upon returning telling my wife they had to come here "a bunch". They tried to intimidate my wife enough that she called me at work. I told her only pay the $187.50 that we had agreed to upon return & fixing the mower with a new part (I was unaware that they had put my old part back on instead of the new one they had said). I then tried to start the mower when I got home & it will not start. The carburetor is still bad because it's the old broken one. I called them to get them back out to either fix or refund my money & they started cursing & threatening me on the phone. They charged me $434.50 to do nothing but clean a broken carburetor & tell me it was a new part.

  

  Business response

  09/12/2022

  1st call was them reaching out to get their equipment repaired after sending them a technician to work on it. We further diagnosed that it needed a new carburetor. We charged the customer for the house call and part and told the customer that there was a half a house call back. For the technicians drive and gas  well when we came back with the part the day after it came in we noticed the part was the wrong one we did not charge the customer for this house call as it was our suppliers fault they sent the wrong part for the job I then contacted my supplier and told them it was the wrong part. My supplier said they don't carry the carburetor and told the customer they don't carry the carburetor and told them we would have to use the old carburetor cleaned out with new jets floats and needle seat out of the new carburetor the only thing that did not match up was the linkages that connect the carburetor to the engine. We told the customer it would be an extra charge since we had to make our own carburetor and the customer told us that she would talk to the husband then we got the go ahead. A day after when we came out we installed the carburetor and it ran perfect for more then 5 minutes then we shut off the equipment and the customer argued about the second house call and the work done to the carburetor after it was already running. So we decided to agree with customer and she paid us what she wanted. Well two days later on Sunday I got a call saying the mower was not working after I told the customer that were Dont work on Sundays the customer got frustrated and told us that he would get all the money back for the new part and labor and house call. and them said he will come to my residence and hurt my and my employees well I then told the customer that we could not do business anymore because of the way the customer threatened us we then notified the police and customer said he did not care we could have came back the customer was threatening  saying he was going to set up fake house calls and beat one of my technicians. now all my technicians have to watch their back while doing their job. 

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Wildwood Small Engine Repair about servicing my riding lawnmower. It is a mobile lawn repair service, as I do not have a way to get my mower up to a shop. After the initial contact, they came out on July 15th to inspect the mower and diagnose what was wrong with it. I was told it was a spring that would need to be replaced. After they came the first time they damaged the battery terminal and negative wiring. They said another part would be needed and it was ordered and they stated they would replace the battery and negative wiring at no charge. When they came out the third time, and said it was fixed, the mower died within 5 minutes, they did not replace the wiring they just covered it up, and they put the blades back on, the blades were scalping the grass, even at the highest setting. The company said they would send out the same technicians, but they had lied about repairing the wires and damaged the mower, so I told them I wanted someone else to come, He stated they didn't have other technicians. the mower was not repaired and has more damage that when they started.

  

  Business response

  09/12/2022

  first contact was the belt cable that tightens the belt for the blades needed to be repaired. After further diagnoses the belt cable was damaged and needed to be replaced my technician came out and collected money for the new part. 1st house call and then the second house call he came back out with the correct part mid process of installing the belt cable he ruined the battery. The technician replaced the the battery free of charge we then realized once the mower started it needed a new spindle that was the third house call we came out and installed the spindle after everything was running and cutting perfect we notice the negative wire was burnt off so we decided to put a covering over the negative wire and anybody that knows anything about wiring knows that the negative wire can come in contact with the mower frame  and not cause any problems. we put hose on the wire to satisfy the customer customer paid the total invoice and was satisfied. Well then two days later the mower would not start for the customer we were coming back out to fix it altho all the work we completed has nothing to do with the mower starting. Did not touch engine at all! then they canceled and said they would call us back when we can come out to see why it is not running. still have yet to get that call we would love to fix this issue for the customer  

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