ComplaintsforAmerican Lawn Mower Company
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Complaint Details
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Initial Complaint
11/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing to file a formal complaint against American Lawn Mower Company, Earthwise regarding a significant issue I've encountered with a purchased product and the lack of resolution despite numerous attempts to address the matter.On July 27, 2022, I purchased a 3in1 garden tool set from Earthwise for $39.99, accompanied by a 2-year warranty. The purchase was made through a 3rd party vendor, *****************, and the order number for this transaction is 2220710100.Regrettably, the handle of the garden tool set broke upon initial use. Consequently, I promptly contacted American Lawn Mower *** to report the issue and requested a replacement handle as per the warranty terms. Initially, the business assured us that they would address the matter and send a replacement handle.However, despite their commitment, we have not received any replacement or resolution for this issue. I have diligently followed up with American Lawn Mower *** on three separate occasions, speaking with ***** on the following dates: January 12, 2023, March 2, 2023, and April 13, 2023. On each occasion, ***** assured me that the issue would be resolved by sending a new handle, yet to date, I have not received any such item.This lack of action and failure to honor the warranty commitment is highly disappointing and concerning. As a consumer, I expected timely and efficient resolution under the warranty terms. The consistent promises made by ***** regarding the resolution of this matter have not been fulfilled, causing significant inconvenience and dissatisfaction.I am seeking a swift resolution to this matter. I request American Lawn Mower *** to honor the warranty and promptly provide the replacement handle for the defective garden tool set.I hope this complaint prompts immediate action and resolution from ALM. I appreciate your attention to this matter and kindly request your assistance in facilitating a satisfactory resolution.Upon request, I can provide copies of relevant documentation, including purchase receipts and communication records with American Lawn Mower ***Thank you for your time and assistance in addressing this issue.Sincerely,*********************************************Business response
11/17/2023
We have checked all of our records with regards to this issue and we were not able to locate any information that we had contact with this customer. However, we have set up a case in our system ******, where we will process a replacement to be sent out on 11/17 or 11/20.
American Lawn Mower Company
Initial Complaint
08/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a American Lawn Mower Company ***** 14-inch 11-amp corded electric lawn, black for $108.00 via Amazon.com. The mower axle cap/or hub detached itself from the wheel and came off. The American Lawn Mower Company prides itself on craftsmanship, but the mower I purchased is defective. I requested a replacement part expeditiously but have yet to receive it but was told it is factory part...the proper resolution would be to replace the entire mower. But the company has failed to agree to that. I provided the receipt for my purchase as requested and it is a delayed process. My purchase was was $108.00Business response
09/11/2023
The complaint filed by ************** was less than one week after he contacted our organization. His issue was in our "case system" under #****** submitted on 8/18. Once his case came ** in the que to be handled a replacement unit was sent to ************** to cover his claim.
American Lawn Mower Company
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.