Complaints

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• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a chain saw which does not operate correctly and have tried to return or trade with another saw but was refused. Have submitted it for repair four times over the past year and is running worse than ever. Have tried to discuss with management but calls are not returned. I have 40 years experience with these 50 cc saws and know how to operate correctly

  Customer Answer

  Date: 12/07/2024

  See attached

  Business Response

  Date: 15/07/2024

  To whom it may concern
  
  The Stihl MS391 saw was purchased on May 26, 2023.
  The customer purchased it in our Barriere BC location. The saw was PDI, filled with all fluids and ran before customer took possession.
  The customer came back to the store a few days later and complained that it wouldnt start, he was belligerent to the manager and was swearing at him about the saw. Manager took saw outside and started saw with no issues, found that saw had been flooded, customer error. Customer apologized for his language and took the saw home.

  The customer had possession of the saw until April 15/24 and came into the Clearwater store complaining again that it was hard starting, work order attached, and mechanic found that the air filter was completely plugged and replaced an air filter and fuel filter. Made minor adjustments to the saw and the saw was running fine.
  These issues were considered normal maintenance, and the air filter being plugged could be a result of a dull chain, user error. When the customer came to pick up the saw he again was unhappy that we are billing him for the maintenance to the saw and swore at the sales staff calling them all sorts of names. This was in front of sales staff and other customers. We tried to defuse the situation and calm the customer down; we removed the labour cost off the bill and only charged the customer for parts. Customer took saw home.  A few days later he came back with the saw complaining it wouldnt start again, and again the customer was belligerent to the mechanic and banned from the maintenance shop. The mechanic took the saw for a couple days and let it settle. Then took the saw out to our testing site, ran the saw and made several cuts with no issues; it was also 35 degrees out, so we tested it in the most extreme conditions with no issues at all. The MS391 is one of our most reliable saws. And rarely see these saws in the shop for any sort of issues.
  
  In June 2024 the customer called to speak with the owner,but he has been away and unable to return calls. The customer then calls again and requests a refund for the saw stating it doesnt run. We advised him that the saw was over the yearly warranty and that mechanically there was nothing wrong with the saw. He then proceeded to swear at the staff again and hung up.