Complaints

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 8,2024 **** *******, owner of Messick Small Engine Repair, picked of my riding mower for repair. A few days later he called saying the mower was fixed and asked if I wanted the additional maintenance service done on the mower. I agreed to that. The total for the repair and maintenance service together came to $***. Which I paid. The mower was delivered to my daughter’s house the next day. The mower only ran for roughly ten minutes before stopping. The deck belt had come loose. I called **** ******* the next day and explained what happened and agreed to pay for the deck belt issue. He cam your the next day, fixed the belt and stated that this type mower is hard to start. I’ve never had a problem starting my mower. After this the mower never started again. I called, left mess and texted **** constantly for the next month with no response. At the end of May **** finally answered the phone and said he would come take care of the issue.He never showed up and stopped answering the phone. I went to the office on May 30 and no one was there. I called **** again, he answered and said he would be out tomorrow to handle the issue. He was a no show again. On June 4 my daughter called **** and then went to the office to see what the problem was. He came and picked up the mower on June 6. He said it was probably the battery and he would fix it and retain in a couple days. After waiting three weeks with no updates, my daughter called again on June 26, and was told they were waiting on a part and that it should be in on Friday and she would get the mower back on Friday . Not returned again. She called again on July 1 and is now being told that the engine needs repair and it will cost another $***. It is my opinion that he never did the original repairs and is now holding my mower hostage for additional funds.

  Business response

  07/08/2024

  Thank you for reaching out to me. We take any complaints seriously. As far as Mrs ******** mower, as the owner I will tell you that I have bent over backwards for her. And still plan to.  Her initial complaint was that it wouldn't start because it had been sitting outside, and the battery was dead.  We cleaned out the carburetor and and fuel tank. A replaced the battery and blades. I tested and ran the mower as we do to everything we work on. I delivered the mower drove it off the trailer. I get a phone call days later saying it won't start. I go back out to the house free of charge,  and the mower started right up for me. (I did notice that the grass had been cut ) She calls me days later,  I went back out free of charge. The mower wouldn't start this time. I bring it back to the shop, i diagnosed the engine and found a camshaft problem. I gave her a price,  and here we are. I am not holding her mower for ransom,  it's hers anytime she wants it back. I will deliver it again.  Free of charge. 

  Business response

  07/09/2024

  I'm sorry that Mrs ******** isn't happy. Every review we have is nothing but happy and pleased customers. I was hoping that she would be one of those customers. We don't call our customers if we are still waiting on parts, or I would be on the phone everyday all day. We tell our hundreds of customers we are waiting on parts,  then call them when it's ready.  Just like any repair shop. I understand she was wanting it back ASAP. We are very busy this time of year. We are trying to please all of our customers,  as we normally do. After not being able to get ahold of me, her daughter came in and said to deal with her not Mrs ********. I did not contact Mrs ******** because she filed a complaint,  I called to ask her what she wanted to do about her mower. I had already given a price on the mower. I've gone to this mower three times, not one. I am  truly she Mrs ******** isn't happy, I tried to take care of her, every time,  All but the first,  free of charge. I'm delivering it back to her free of charge. The mower ran, for us and  after it we dropped it off. Her son in law cut grass until the belt came off. It started every time, except the third time. This not the first time I need to replace the camshaft in an engine. We couldn't fix something that wasn't broke, the first two times we looked at it. We don't do that! 

  Customer response

  07/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  **** *********

  The response again is not completely true. My daughter spoke with the owner over the phone on June 26 after not hearing from him for three weeks. She then went to the shop the same afternoon to see what was going on. That is when he promised the mower would be returned on Friday, June 28. It wasn’t until Monday, July 1 when she called to see why the mower was not returned that she was told about another $*** to repair the mower.  She told him to contact me about the repair. I understand the issue of being busy but the lack of communication with us for over three months will never be acceptable. He has promised to return my mower on Thursday. We will see if that happens. Never ever again!!!!

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