ComplaintsforMartin Sullivan Inc
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Complaint Details
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Initial Complaint
07/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a John Deere riding lawn mower x590. They have been trying to fix it for A month they say they fixied it but it stops running an goes to idle 10 min after they leave. Now they are are saying it could be my fault I am80 years old an don’t know what todo tractor is two half years old still under warenty can you please help me. I have been driving it every week now it’s my faltBusiness response
07/29/2022
The customer notified us of a problem with his mower and we opened a work order and started work on June 14th. While we had his mower in our possession we could not get the same problems to act up. We spent a couple hours running the mower and trying to get the problem to come up. We did perform some repairs trying to make educated guesses of what the problem was. We sent the mower back to the customer where the problem ended up showing it's face again. We brought the mower back to the shop. We ran the mower some more and still could not get it to act up. We tried another repair. Ran the mower some more and could not get any problems to come up. On July 18th we took the mower back to the customer and stayed there while he mowed a portion of his yard. The mower never acted up. We were able to get everything covered under warranty. There are no expenses to the customer. We made contact with the customer on July 15th letting him know what our plan was. We apologize for having a possible lack of communication and possible misunderstanding with the customer. Last that I am aware of the customer has called back to the store saying everything is working properly and thanked us for taking care of him. Sometimes problems will only come up in certain situations. We are not always able to put the machine in the exact circumstances that customers may to get the problem to happen. Unfortunately in this situation that is what happened.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.