ComplaintsforBrothers Two Small Engines Inc.

• Initial Complaint

  17/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a power washer to this business after been told by reception that it would be covered by warranty even though i did not have the receit. They said they would look at it to see what was wrong with it, but i told them i did not want any work done just to know the cost of labour on the parts. They (a lady named ****** contacted me 3 days later saying that since i did not have a receit everything would be charged up front, that there was a 50$ assessment fee and that i would have to pay it to get my unit back. They told me to contact ******* (the manufacturer) to see if they would cover the cost of repairing it. ******* customer support emailed me saying that and i quote; "Brothers two Small engines is not one of the authorized depots used for the machines supported at this support option", even though they claimed to be, The lady ***** told me they spent over 30 minutes on my machine and fixed a part so there was no way i could get my item back unless i pay 115$ now.

  

  Business response

  20/09/2021

  Good morning,

  In response to your complaint I would like to first say that warranty can not and has never been determined in 32 years of business until the unit unit is looked at from the service department and approved by factory. No one had told you that.  Upon drop off there was no mention of warranty as per claim check, just a list of issues and a parts kit brought to fix one of the issues when dropped off.  That repair was completed but required additional components to complete the job. The staff upfront contacted you to let you know as some of the parts were getting up in price so you were aware and had to be ordered in.  This is when you had asked for warranty. We have no issues contacting to see if they will cover any of this under warranty, but without a receipt they will not authorize any warranty.

  As per attachment in regards to Brothers Two Small Engines being a warranty depot for your unit from ******** ****, we are in fact a warranty depot and no warranty without receipt will even be considered and has been confirmed in the same email. The majority of the issues of broken parts is most likely not a warranty issue as warranty covers defect in material and workmanship.
  

  We have 70 minutes into unit for what has been done at this point as per time clock stamps on the back of your work order.

  I would appreciate when you call you ask to speak to myself.  I have heard the conversation and respective numerous ********* phone calls in a short period of time and the content of them. We have and always will treat our customers with respect and ask that you do the same.   We do not decide how warranty works, we can only follow what there policy is.

  thank you

  ***************************

  Thank You

  *****

  Customer response

  21/09/2021

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

  I brought the item in and 100% said that i wanted it billed to the manufacturer and asked if it would be under warrantee, and there exact words were "drop it off we will take care of it".  When i called back on the phone the lady told me they had spent 30 minutes inspecting it and that it would cost $50, and asked if i wanted to them to inspect it more or do repairs and I told them absolutely not, that i wanted to confirm first that ******* could be billed before they did anything further.  I contacted ******* and they emailed me saying:

  ******* ******* ******************** ******** *** ***** ******* ** *** *** ** *** ********** ****** **** *** *** ******** ********* ** **** ******* ******* ******** ******** ******* *******

  After I called back, the lady was very offended when I said that I was told ******* told me they were not authorized to collect warrantee from them.  She then proceeded to tell me that the inspection time had gone over 30 minutes and that I would be billed for the full hour.  Now, i cannot even believe they are saying the time spent is 70 minutes which mean they want to **** me for over an hour.  * *** **** *** ****** ****** ***** ******** ****** ** ****** ** *** *** **** ****** *** ******** **** ******** *** ***** ******* ** ********* *** ***** **** **** ** ******  I would never have come out and said i wanted an inspection to cost so much just to try to not pay and have them hold my item and waste my time.  I simply want my item back as i cannot do my business and support my family without it and the times are very hard because of the lockdown.  I would like to pick my item up and let that be the end of this.  ********** should be allowed to perform an inspection without telling the person there would be a charge, and certainly not to continue to check it after i said i did not have the money to pay for an inspection.  

  

  Business response

  04/10/2021

  Good afternoon,

   

  ******* states, as per your complaint

   

  Brothers two Small engines is not one of the authorized depots used for the machines supported at this support option.

   

  Your machine is not supported through that option as it clearly states for warranty coverage.  ******** is the support option who supports warranty for ******** **** purchased units.  I have forwarded the info off to you previously.

   

  I have attached a photo of what the owner asked for when you dropped off on his behalf, warranty or estimate was not asked for. You showed a tech what needed to be done.  Warranty will cover with receipt only, but a receipt can not be provided to see if anything would be covered, if any.

   

  You have posted in several places with different stories, amounts etc.  We did not tell you before you brought it in it will be covered under warranty.  Signs are posted about fees and it is also noted on your claim check.

   

  Please have **** the owner of the equipment which is on the repair tag contact us.

   

  Thank you

  *****

  Brothers Two

*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. ↩