ComplaintsforShaw Outdoors LLC

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  11/04/2022

  The instances with this customer were all heavily documented with each interaction with him. He posted the first service ticket that showed where he brought the mower to us in pieces and asked us to put it back together, which he has already provided the original service ticket. He picked up his mower on 8/1. on 8/17 he brought the mower back and said the transmission belt had popped off, which on his model, requires removing the transmission from the unit in order to re-install. the Service manager told him we would cover the labor for the belt, which was 3 hours worth of labor since we had just put the unit back together 2 weeks prior. 
   
  When we got the transmission down, we noticed that the pulley on top of the trans (the one that was originally upside down when unit came to us) was bent, which is why the belt popped off. We didn't notice it bent when we had it out but we gave the customer the benefit of the doubt on this matter and told him we would still cover the labor for this item but he would need to pay for the part. He came into the shop and requested we re-seal his transmission and put the right fluid in it while we had it out, but the transmission was already making noise and we were not comfortable doing this repair as it could make things worse. 
   
  On 8/24, we called the customer to let him know there were additional items that needed attention on his deck, a spindle housing, the spindle shaft and a few more minor items. details on that are on the ticket we are attaching to this email, but the mechanic thatspoke with him let him know about the additional items and the additional cost and the customer said, "do all work to mower to make it right" and agreed to the approximately $370 price. 
   
  One of the parts was on back order for an extended period of time, which was beyond our control as we are not a dealer for his particular brand of mower, all of the parts were ordered through a third party vendor. Customer was very upset that it was taking so long. We apologized and let him know that as soon as we got the part in, we would have his mower fixed. 
   
  on 10/19 at 12:49pm, customer came in to pick up his machine after all repairs were done and said he was not going to pay for the amount we were charging and that he was told he only owed $60 (price of the original part quoted prior to the additional deck items being needed). front counter got the service manager who tried talking to the customer but he would not allow her to speak. He kept yelling everytime she tried to speak and saying he was taking us to court. The only words the service manager got out after being yelled at and belittled by this customer were "that's fine, but we will be keeping your mower until it is paid for." which sent him into an even nastier fit until the service manager told him he needed to leave to which he replied, "I'm not leaving, you can go on and call the cops." he was being very disruptive so we did call the cops. He calmed down and left. 
   
  On 10/20, at 9:38Am, customer called to speak with the mechanic that had done the work and talked to the customer about the items needed. These notes were taken directly from his customer profile.
   
  "Customer called and wanted to talk to *** about the discussion he had with him on august 24th. He lied and said that ****** tried to tell him she was charging him for the work done on the transmission but the truth is, as outlined below, I never got the chance to say more to the customer than, "that's fine. We will be keeping your mower until you do." which also got cut off in response to him saying he wasn't paying us anything but $60. If he had allowed me to speak, I would have told him that he agreed to pay for the deck repairs, which included $248 worth of parts and only 1 hour labor as these parts have nothing to do with the transmission or belt, which was also discussed the day he approved the repairs, as outlined on the ticket and timestamped from August 24th. The ticket also clearly shows the 3 hours of warranty labor that we were covering to remove and reinstall the transmission and the trans pulley. The deck items were not related to the transmission and customer is responsible for paying the labor time and the parts he approved."
   
  Each and every time the customer called while the part was on back order, he yelled and screamed at the service manager and is banned from the service department indefinitely due to his treatment of us.
   
   
  --
  Regards,
  
  ***** *****
  Store Manager
  

  
  

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