Complaints

• Initial Complaint

  12/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a Mahindra MAHW ***** FSIL Tractor from Tractor Brother's in March of 2023. We traded in our other Mahindra tractor for $19000. In July we started having power issues. We notified Tractor Brother's and hauled it there for service. It is under warranty so they checked it and told us to take it home and try it. The problem is still there. We have hauled it back to them multiple time and have not got the problem resolved. They are in contact with Mahindra Rep ******* ****** who has been directing Tractor Brother's on how to service the tractor. Mahindra has made it hard to get this serviced in a timely manner. Tractor Brother's cannot service the tractor with out Mahindra's authorization. Mahindra has had Tractor Brother's checked injectors, replace ECU, fuel system, pressure pump, gaskets exhaust system and turbocharger. That is just some of what has been done. This last attempt to fix it has also failed. We have not been able to use this tractor for 5 months. This tractor is our main tractor and is causing a major inconvenience to our lives. I cannot explain how much stress this is causing our family. Not to mention the financial cost it has put us in.We believe we have a lemon. We continue to call for updates and have requested a meeting with TB Owner *** ******** and Mahindra rep ******* ******. After 3 weeks of calling *** told us ******* would be in on the 12/6 between 11am and 1pm. My son and I took off work so we could meet. *** was not there. I expressed that ******* should have made it possible to meet without disrupting our work schedule, He told me "I can go back to work then." We discussed the issue with the tractor and my son demonstrated with in 30 sec. the issue.They still have no idea what is going on. We asked for a buy back, compensation for hauling and for the payments made while the tractor is down. We were told no to the buy back. Please help us resolve this issue.

  Business response

  01/06/2025

  Though the diagnostic and repair process did take longer than we or the customer would have liked, unfortunately, we are at the mercy of following the manufacturers guidelines and direction for warranty repair.  We were in constant contact with Mahindra's warranty and technical support team from the very beginning and followed their instructions to the letter until the tractor was finally repaired.  The customer has now had the ********************** back in there possession for several weeks without issue.  We are considering the matter resolved.

• Initial Complaint

  08/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  August 21, 2024 I went to Tractor Brothers requesting they change fluids and filters on a 2016 Mahindra Emax 22 that I purchased recently. For piece of mind purposes I wanted oil, filters, fluids changed because I did not know when they were changed at all. I was told for 500 dollars & 260 = 760 to come pick up & deliver it would be done & back by Friday. Thursday afternoon about 1pm I got a call from ********* from Tractor Brothers that it would be delivered to my house on Friday August ******* it would cost 660. I said you sure, awesome, it was less then quoted, he said that is the total. 2 hours later I get a call from ********* it would be *************************************************************** neutral, parts were around 30. I said so why did it go from 660 to 1150 asked to talk to manager. Every day I was promised **************** of my tractor back to my house without the extra work. The tractor worked fine when it left my house, I need to get my yard in (grass) running out of time, do not want to live in mud all winter. Over Friday, Saturday, Monday I talked to 5 different people, all promising my tractor would be back. I would be promised a phone call, never nothing I would have to call to see what was happening. The parts are on order I was told would take 10 to 14 days to come in. I said will fix it later. Talk to ***(owner)***(owner son)Adam, ********** & 1 other. Finally Tuesday the tractor is delivered to my house, The driver could not get it off the truck, would not run properly, had to take back to shop & bring back. You could see that a hydraulic line was leaking. Cost was ******. All along I was expecting around 760, no one can explain why it is 200 dollars more. When the parts come in it is to go back to be fixed. For a company that does service they sure are lacking dealing with customers. 6 days extra 200 dollars, I travel with work myself, trying to keep track and call Tractor Brothers Daily to find out the status is crazy.

  Business response

  09/09/2024

  Mr. ******** did arrange to have us pick up his tractor and perform a
  scheduled maintenance service (changing fluids and filters).  We had a
  new service manager, ********(mentioned in his complaint), who had just
  started work with us that week with very limited experience.  ********
  did make an error when quoting the service.  However, he realized his
  mistake before any service was performed and called the customer to get
  the updated quote approved.  While performing the maintenance service,
  the technician found a bad spring that would need replacing for the
  transmission to stay in neutral as it should.  The customer had the
  right to approve or refuse the additional repair.  The customer then
  wanted the ********************** delivered back to him while we await parts and then
  picked up again to perform repairs.  A second pickup and delivery was
  not part of the original quote and would have increased the bill even
  further.  Though the customer states in his complaint that he was unable
  to get anyone to return his calls, he also named 5 people that he spoke
  with, one of them being myself.  Upon delivering the tractor back to
  him, the driver and customer did see a small hydraulic leak.  We hauled
  the tractor back to our shop at our own expense and repaired the leak at
  no additional charge.  His final bill was exactly what it was quoted
  as, after discovering the error and the need of an additional spring,
  which he did approve.  Everything is itemized on the repair invoice. 
  Though sometimes there are delays in procuring parts, that is beyond our
  control as we can only order them from one source (the tractor
  manufacturer) and cannot control their availability.  If anything else
  is needed, please contact me directly.

  Customer response

  09/10/2024

  Better Business Bureau:
  
  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.

  I had never been to Tractor Brothers before I had never owned a tractor before. I walked in Wednesday morning to inquire and was told by 2 service members at the counter it would be ****** dollars to service tractor & 260 to pick up & deliver. Do not know who these employees were this is what they quoted me. 760 total. ********* called me on Thursday and gave me a wrong quote of 660. Then called me back with the bad spring that they found and told me it would be 1100 dollars. I was also told the part was there, would be there by Saturday, Monday, then it was 10 days 2 weeks. All I know I was quoted a price of 760 and paid 958. To this day do not know why. Let alone talking to 5 different people, telling me someone will call me in the morning and never hearing anything. Who delivers a tractor after fixing it and the backhoe does not work and can not get it off of the truck. I can promise you if the driver could have figured away to get it off of the truck he would have left it at my house not working. *** states customer saw a hydraulic leak, the backhoe did not work, that is why they had to haul back to shop. Sounds like he thinks I should have paid for that. When I went to pay with the credit card to get tractor back, I ended up talking to 3 different employees. I can understand new employees but if service is your business you might want to get it together. Owner states his final bill is exactly what was quoted, that is the problem I was quoted ****** & paid ******. I even tried to give a deposit when I agreed for them to do the work so I could get a receipt because I of issues like this.
  
  Regards,
  
  ******* ********

*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. ↩