Complaints

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********** ****** ** riding mower Purchase price $3455.00 After purchase 8-12-2021, about 8 hours later transmission and rear went bad along with hour meter. Took mower back to have problems replaced under warranty and transmission and rear was fixed but not the hour meter. Was promised hour meter at later date, which to date never received. Then on 4-28-2023, I had problems with the engine backfiring. ***** told me to bring it back in to be looked at again under warranty. I was promised either a new engine if not he would be getting me a replacement mower. Then a moth later I called to inquire where my mower or replacement was ready yet and got no response. Later in the week ***** gave me corporates number claiming he hadnt heard back and Bill at corporate gave me a case number # *******. aLater on 5-29-2023 I decided I waited long enough and told ************ was coming for my mower. It was taking too long and believed I was lied to by both ***** and ****. To this date still no resolution or call back to fix issues. Filed complaint with the attorney generals office on May 30. 2023

  Business response

  07/20/2023

  June 22, 2023

  Dear Sir/Madam:
  
  This letter is in response to above referenced case. On 04/28/2023 *** ******* brought in his unit for repair complaining of a popping noise coming from his engine. We created a service tag, explained that we were a week or two out on our work due to being our busy season and that after evaluating his unit we would be in touch. We also stated that depending on our findings it may be covered under the engines warranty. Upon initial evaluation we did notice a popping noise. We then began troubleshooting per ****** * ******** Engine Warranty Policy. We tried various troubleshooting steps with no success in clearing up engine issue.  List of work performed can be provided if needed. On 05/04/2023 we contacted our Simplicity/****** representative. We also attempted to contact ****** directly but kept getting disconnected during transfer. On 05/09/2023 we were able to get through to ****** and were directed to contact Power Distributors with any ****** engine related issues. After doing so and going over with them the steps & procedures we had completed we were advised to call ****** back. We then contacted both our representative & ****** on 05/11/2023. After speaking with Briggs, I was informed that *** ******* had also called and we received a case number. We emailed several videos of engine running and ****** claims to not hear popping noises. We were then advised to recheck everything we had previously done and were to email ****** back once completed. Around May 16th *** ******* called to say he was coming to pick up his unit even though we at this point did not have it repaired. We contacted ****** informing them we no longer had unit. 
  We offered *** ******* a used tractor on several occasions to use until we were able to resolve issues, but he refused. There was never any discussion of a refund on his unit. The unit is two years old and still covered under ****** * ********s warranty period. Unfortunately, it is ****** * ******** who makes the call on all warranty repair guidelines and/or if a replacement engine is required. *** ******* is a valued customer and while we completely understand his frustrations it is out of our hands as we are directed by ****** on which steps to take on all warranty work. *** ******* is welcome to take his unit to another Authorized ****** * ******** dealer for further repairs if he chooses. We don’t want unhappy customers and would love to resolve this issue. 
  
  Sincerely,
  
  Owner
  

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