Complaints

• Initial Complaint

  03/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I PURCHASED A SCAG LIBERTY 36' MOWER FROM THEM IN JUNE 2020. THEY DELIVERED THE MOWER TO MY HOME IN PARMA. A FEW WEEKS LATER WHEN I WENT TO MAKE A DECK HEIGHT ADJUSTMENT. I DISCOVERED I COULD NOT DO SO BECAUSE THE MOWER WAS ASSEMBLED IMPROPERLY. EITHER AT THE FACTORY OR BY NRPE AFTER IT WAS UNCRATED. THE LINKAGE BAR IS SHIMMED IMPROPERLY. THE BAR BLOCKS THE HEIGHT ADJUSTMENT PIN FROM GOING IN PLACE ACROSS ALL OF THE INBOARD HOLES. I CALLED AND TOLD THEM TO COME GET IT & FIX IT. IT'S UNDER WARRANTY. THEY TOLD ME I WOULD HAVE TO PAY FOR PICKING IT UP & REDELIVERING IT. I SAID WHY AM I RESPONSIBLE FOR YOU DELIVERING A DEFECTIVE MACHINE ? THATS DIRTY. THEY SAID THE FIX IS COVERED BUT NOT PICKUP & DELIVERY. I THEY THEN QUOTED ME A HIGH COST FOR THAT. I TOLD THEM I WOULD WAIT UNTIL THE HYDRAULIC OIL NEEDED TO BE CHANGED AT 100 HRS RATHER THEN HAVE TO PAY TO BRING IT IN TWICE. I CALLED THE END OF OCTOBER OF LAST YEAR TO HAVE THEM PICK IT UP. THEY SAID THEY WOULD LEAVE A MESSAGE WITH THE SERVICE MANAGER WHO WOULD CALL ME TO SCHEDULE A PICKUP. 10 DAYS WENT BY & I HEARD NOTHING SO I HAD TO CALL AGAIN. THE GUY WHO ANSWERED THE PHONE SAID THEY HADN'T FORGOT ABOUT IT BUT WOULD HAVE THE SERVICE MANAGE CALL TO SCHEDULE A TIME. 2 MORE WEEKS WENT BY AND AGAIN NOTHING. I CALLED AGAIN AND SAID WHAT THE HELL IS GOING ON ? CLEARLY SOMEBODY DROPPED THE BALL. I HAVE TO CALL YOU TWICE ? THATS NONSENSE. I TOLD HIM I HAD TO REMOVE THE BATTERY & BRING IT INSIDE FOR THE WINTER TO PUT IT ON MY CHARGER. I TOLD HIM TO FORGET ABOUT IT NOW & I WOULD TRY TO GET IT PICKUP IN THE SPRING. A FEW DAYS LATER I GOT A VOICE MAIL SAYING THEY COULD PICK IT UP THE SECOND WEEK OF JANUARY IN THE DEAD OF WINTER. HA HA HA THATS FUNNY. NEEDLESS TO SAY I DIDN'T RETURN THEIR CALL. I THINK WHAT HAPPENS HERE IS THEY FAVOR THEIR LAWNCARE CONTRACTORS OVER THEIR RESIDENTIAL CUSTOMERS.I WANT THEM TO COME AND FIX THEIR MISTAKE AND NOT TRY TO CHARGE ME FOR PICKUP AND DELIVERY FOR THEIR MISTAKE.

  Business response

  03/30/2023

  Thank you for forwarding this to me. This is the first I have heard of this. It is our policy that if there is a issue with a machine delivered within 90 days, (if required) pickup and delivery for service or warranty is no charge to the customer. It's hard for me to believe that **** was told we would not take care of the issue he is having if he had called with in 3 months of delivery. 
  
  I'm not sure who he spoke with in late October. By late fall, we where deep into Boss Plow installs and service, and behind due to supply chain issues at Boss Snow Plow. We were not servicing summer equipment at that time, we were making work orders and pick-up orders to being early January. I have list of customers that can confirm that. We began summer equipment service again after the Holidays. Mike called **** in January, **** said he did not want the mower picked up, and that he had it on a battery tender on it and that he had made the adjustment himself, Mike then deleted the work order. ****'s mower has a 5 yr / 750 hr. warranty. We will be happy to pick up his mower and make any necessary warranty repairs his machine may require. 
  For the misunderstanding, there will be no charge for transporting his machine for this repair. He may want do that soon so we are able turn the repair quickly, as the work load will increase dramatic**** very soon. 
  
  As for "favoring" one customer over another, that is insulting. There are great group of people here who care, take pride in there job, and strive to do their very best regardless of who the customer is. There are no commissioned employees. 
  
  Please see the attached Scag warranty statement, it is also listed on last page of the Owners/Operators Manual for ****'s machine.
  
  Please ask **** to contact me to schedule his service 440-476-2771
  
  Please call me with any questions.
  
  Thank you,
  
  
  
  Joe L****
  President
  
  North Royalton Power Equipment Inc.
  10156 Royalton Rd.
  North Royalton, OH. 44133
  440-582-9400 office
  440-582-8355 fax
  

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