Complaints

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this business after finding them on ************************. They should not be A+ rated. ??I had a phone call with Mobile Repair Guys at the end of June describing the issues I was having with my mower. They said they could do the work yet it may cost up to $500 to fix. They came out to look at my machine, then said they would need to take it with them and Id have it back in a week. I agreed and they took my mower the last week of June. After calling nearly a dozen times, I finally got my mower back August 24th, over 9 weeks since they initially picked it up. Mobile Repair Guys charged me $1,320.44 for the work. At no point did they contact me to approve going over our agreed upon $500. I asked for pricing updates multiple times and was not given any information. I paid the bill as I had no other option. They offered a 6 month warranty on the repairs. Later that day on the 24th, I noticed several bolts were missing and contacted the business immediately via text message with photos. I followed up asking for an update on the 26th and 28th before they responded and came back with the extra parts. On October 24th, I reached out to the business alerting them that the mower smokes more than before, burns a lot of oil, and does not idle properly ever since they brought it back to me. I followed up again on November 7th. I received a call November 13th where they stated I should have reached out soonerOn the call on the 13th, Mobile Repair Guys said they would need to take the mower back to fix it and didnt know when they could get to it. They also didnt know what the problem was. I asked for another solution as I did not want to put more money into the machine and did not trust them to have my machine again. I have not heard from them since. To resolve this, I would like the company to refund me the $1,320.44. My machine is now in worse condition than it was before and Im back to square one.

  

  Business response

  12/23/2024

  When *** ******* originally contacted us on June 25, 2024 he explained the 2005 JD GT235 rider (19 year old unit), which he purchased on ******** Market Place a couple months earlier, the JD GT235 unit has an oil leak at the bottom of the engine and was smoking a little when starting.  We explained that this could possibly be a main seal and is labor intense and could approximately cost $500-$600 which is always just an estimated cost due to the age of the unit.  We set the appointment up with the customer and explained we would need to pick the unit up, and did so on July 9, 2024 and would call if the cost would be more than the $500-$600 which we estimated.
  
  Once we started working on the engine, we found that cylinder head #2 was bad and needed to be replaced, along with the gaskets, seals, intake valve and exhaust valve parts. We special ordered the parts and the cylinder head #2 was very difficult to locate and took some time to receive from the vendor.  We did speak to *** ******* regarding this as the cost would be more than the estimated amount. *** ******* agreed to the upcharge, otherwise we would not have ordered the parts.
  
  We had several conversations with *** ******* regarding the issues with the JD GT235 mower, the extent and cost of the work which needed to be done.  *** ******* also asked us to check the unit over, level the deck, grease and lube the unit and check out any other issues.  We leveled the deck, greased and lubed the unit, welded the deck bracket, installed a transmission belt and tested unit and was good. *** ******* agreed to the 8 hours of labor, parts, taxes and credit card fees which totaled $1,320.48. The Mobile Repair Guys technician dropped the unit off early morning on Saturday, August 24, 2024 and explained the unit would also need major deck work, *** ******* stated he doesnt want to put any more money into this unit. After we dropped the JD GT235 unit off *** ******* texted The Mobile Repair Guys pictures regarding the missing bolts, which were missing when we picked the unit up and some of the holes which were in the block do not need bolts, we did explain this to *** ******* earlier and he also wanted all the old parts back by August 28, 2024. The Mobile Repair Guys technician went back to drop off all the old parts and installed 2 bolts on August 28, 2024.
  
  The work The Mobile Repair Guys performed was over and above the costs we billed *** ******* for all the supplies or full labor costs for this job due to the time it took to complete the job.  Most of the time was waiting for the special parts to arrive to complete the repairs.
  
  The Mobile Repair Guys dropped the JD GT235 unit off on August 24, 2024 and *** ******* contacted us 2 months later stating that it is now burning oil and smoking more.  This could be a new issue and the solution is not a simple, inexpensive fix.  Especially after speaking to the JD Dealer parts may not be available for this 2005 JD GT235 unit, due to the age of the unit and having issues locating the parts for the last repair.  *** ******* stated he did not want to put any more money into this unit and wanted another solution.
  

  Customer response

  12/23/2024

  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 was not provided any estimates or costs to approve beyond the original $500 agreed upon. The unit is in worse condition now than it was before Mobile Repair Guys worked on it. The work performed was not done correctly resulting in improper performance of the machine and it now needs to be corrected.  To resolve this matter, I would like a refund for the work performed as I will now need to bring the machine to another repair shop to correct it.
  
  Regards,
  
  ****** *******

  

  Business response

  01/08/2025

  The Mobile Repair Guys had multiple conversations with *** ******* and costs were approved by *** ******* over the phone, prior to the work being done.

  Phone conversations:  7-16-2024, 7-18-2024, 7-22-2024, 7-30-2024, 7-31-2024, 8-1-2024, 8-2-2024, 8-7-2024, 8-10-2024, 8-14-2024, 8-20-2024, 8-21-2024, 8-22-2024, 8-23-2024, 8-24-2024 (a couple times this day), 8-26-2024, 8-28-2024.

  The work The Mobile Repair Guys performed was over and above the costs which were billed to *** *******.  Parts for this JD GT235 (2005) are extremely hard to find, if parts are even available due to the age of this unit.

  Customer response

  01/09/2025

  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.
  
  The latest response made by Mobile Repair Guys is unethical as they chose to lie about additional costs being approved without any proof. To repeat myself a 3rd time, the only cost approved was the original original quote not to exceed $500. The Mobile Repair Guys made the choice to continue ordering parts without contacting me and providing the costs prior to ordering the parts. Considering the machine is in worse condition, the cost of the parts is irrelevant as their expertise did not improve my machine, yet made it worse. It is especially frustrating that in all of this communication, nothing from Mobile Repair Guys has been a solution for resolution. To resolve this, please refund me for the work completed as it did not resolve the issue I had the mower in for. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today, August 8, 2024, I had an 11:00 am appointment with the mobile repair company to service my grass cutting machine. The owner shows up to do the work at 10:00 am. I ask, did you call to say you would be early because I am standing here in my driveway in my pajamas. He said no. ok....Then, he had driven his truck and trailer up to my front driveway when there is a service driveway. ok...So I explained to him he would have to drive his truck and trailer back out to the road, turn left to get to the turn around at the end of the road, and re-enter my driveway and go straight (versus going to my front door) onto the service driveway to get to the back of the house to preform his work on my grass cutter. So what does the guy do? He drives to the service drive and turns a 90 degree angle with a trailer onto my service driveway, going over the grass with his truck and heavy trailer leaving ruts on my grass and tearing up the grass. Plus leaving marks on my asphalt that was recently seal coated. When he arrived at the service area, I asked him what was he thinking as I had just explained to him what he would have to do to get to the service area. He said "He didn't understand". Then I asked why did he drive over my grass? He lied and claimed "he did not drive over my grass". I said, I just watched you do it! and I have pictures! Due to his extremely rude and disrespectful behavior to me and my property, I proceeded to throw him off of my property.I have a photo of the ruts in the grass and marks on the driveway. I want my sod replaced plus the cost to me for bringing my grass cutter to a different location for service.

  

  Business response

  08/12/2024

  On August 8, 2024, our technician was early for this customers appointment at approximately 10am and the appointment was for approximately 11am on August 8, 2024 sometimes our technicians can be running ahead of the appointment time given and our technician probably should have called to inform this customer that he was running ahead of schedule.   That didnt happen and our technician did apologize for not calling ahead of time.
  
  We sent our service technician to do a rider tune up and replacement of two belts, which this customer specifically asked us to bring along for the maintenance call. This was our service technicians first time at this house.  When the customer called us, she never mentioned that she has different driveways to access the riding lawn mower unit, so our technician went to the front of the home and rang the door bell, as we do with all of our customers. The customer came out shouting profanities to our technician in her robe. Gave him directions to go down the driveway turn around and come back up the service driveway.  Our technician went to the end of the driveway turned the corner to enter the service driveway and the rear trailer tire went over the corner of the grass slightly. 
  
  Our technician decided to leave this customers home as she continued to yell and shout profanities to him and telling him he was stupid and why can he not follow directions.  Our technician decided he did not feel comfortable working under these conditions.
  
  Our customer then called our ********************************************* Guy technician in ******** who will now be doing the service on this riding lawn mower.  This customer originally wanted our ********************************************* Guy technician in ******** to drive to her location in *********** to take care of this riding mower and this is not his area and he explained this to this customer that he does not service the *********** area.
  

  Customer response

  08/19/2024

  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.
  
  It does not surprise me the response is not the truth. I never came running out of my house screaming and yelling. Why would I? Yes, I was in my robe because the guy was an hour early and never gave me notice to let me know he would be early. I very politely gave him "full instructions" on how to get to the service driveway and that he would have to go back to the road and turn around and then re-enter the driveway and go straight instead of going to the front door. It was very clear as to what needed to be done for the technician to get back to the service area where the mower was parked for service. Nobody was upset at this point other than the undertone of disrespect to me for not calling for the early arrival. But it wasn't really a big deal. It wasn't a big deal for the tech to drive out to the road and turn around either, but he decided to disregard what I said and to drive his truck and trailer over my grass instead, and disregard all of the instructions I gave him for how to get to the service drive. When I saw the damage and ruts in the grass and his disrespect for my property after giving him specific instructions, that is when I got upset.  He was by then in the service area and I walked up to his truck and asked him "what are you doing!!!???!" "I gave you specific instructions on how to get to the service area". I asked, "why did you drive across the grass!!??"  I asked him what kind of an a**** are you? I told him again I gave him specific instructions and asked what was the problem??? I asked him again: "why did you drive across my grass leaving damage?????" I then told him to get off of my property, and said "get off my property". He then responded with "What kind of a**** are you!!??" and left. Yes I have used this franchised service before in the ******** area and the gentleman working in ******** is very nice and does an excellent job. It was why I called the company who services the *********** area. However, this owner, of the overall company who sells the franchises and also services the *********** area, is not a truthful person, and is arrogant and disrespectful, twists information,  plus he will damage your property and then tell you, you are the problem, leaving you to pay for your damaged property yourself. 
  Regards,
  
  ***********************

  Customer response

  08/21/2024

  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.
  
  **SEE ATTACHED PHOTOS OF LAWN**

   
  Regards,
  
  ***********************

  

  Business response

  09/03/2024

  Business states they have called the consumer a couple of times, but she has not returned their calls. 

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I provided my Toro model ***** Super Recycler lawn mower to *********************** of the Mobile Repair Guys during the week after the 4th of July, **************************************************************************************** the battery box (top of the machine) and grass shield (underside of the machine), and to re-assemble afterward with replacement components I supplied (new bolts, new grass shield). ***** removed my lawn mower to work on it at another location. Despite repeated voicemails I have left and intermittent responses indicating the work would soon be completed, I still have not received my lawn mower back as of 22-OCT-2023, more than 15 months later.I have not paid the business any money, but they remain in possession of my lawn mower. Replacement cost of a comparable model Toro lawn mower today would be $699 based on a current search on the ********** website.I desire to have my mower returned immediately, ideally with the work completed, but I will take it as-is if the work has not been completed in order to have it back in my possession.

  

  Business response

  11/01/2023

  This customers Toro model ***** Super Recycler lawn mower was picked up and taken to my (Lonnies)shop on 7/7/22 for repairs of drilling out / extracting the bolts.  Unfortunately, after making several attempts to make the repairs, I (*****************************) was not successful.  When the customer inquired about getting the mower back 6/23, another attempt was made to make the repair, however I (******) was unable to get the bolts out of the unit.  My regrets to you as the repair on your Toro model ***** Super Recycler lawn mower could not be performed, so I (******) will return the unit as-is per the customers request.  I (******) have reached out to the customer on 10/27/2023 and again on 10/30/2023 to explain what transpired and to set up a time to return the Toro model ***** Super Recycler lawn mower. Once we can confirm a drop off appointment with the customer, we will deliver the Toro model ***** Super Recycler lawn mower as-is to the customer and there will not be any charges for the work performed.
  Sincerely, *****************************, The Mobile Repair Guys  

  Customer response

  11/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   I await return of my property unrepaired.
  
  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. ↩