Business ProfileforD&J True Value Hardware

0 stars- I am filing this complaint for my mother- she paid $229.00 for a mower repair- it sit at true value for 12 days and nobody called- they say they did but no records on the cell phone of anyone calling- we both tried to call over this time to be placed on hold and nobody would ever answer- so my mother gets her mower back and makes one swipe thru the yard and the bottom spindle fell off the bottom. ( This is on video) and now the whole bottom has fell apart- so then she goes there and calls to speak to the owner and they want to hang up and not listen. So then i called bc my mom is upset to be hung up on two times and they hung up on her (jason the owner) they put the wrong parts on the mower and said they didnt have the correct part # or something and said they would fix it again but she would have to pay the difference if its more- NO! she already paid and they should fix what they didnt fix!! And last summer they worked on it and my husband delivered it and they still charged my mom a $45 delivery fee! They have been over paid for a poor job and work they didnt do and a delivery that they didnt do- DO NOT LET THESE PPL WORK ON YOUR MOWERS!! They have no skills for mechanic work and they wont fix what they screwed up!! This is no way to treat customers who paid good money!!!

We are always grateful to hear feedback from our customers. There was not a mower brought to us, but just a deck off of a mower. Our parts' technician tried to make contact with the customer numerous times to get the model of the mower so that we could repair the deck. Knowing that the deck had been here for an extended time, we went ahead and ordered parts and repaired the deck to the best of our knowledge. The customer then picked up the deck and put it back on the mower himself. After the deck malfunctioned, the customer came back in the store playing a video of the deck malfunction with the husband in the background using very foul language. Our parts' technician advised the customer to bring the deck back and we would try to correct the issue. The customer left, then called back wanting money.

The next day the customer called the owner and we offered to pick the mower up, fix the problem with the deck, and install the deck correctly. The only charges would have been for parts not originally purchased to fix the mower and any parts from the first repair not needed would be refunded. The customer would have only been responsible for overages and any credit would have been refunded. The only labor costs would have been for additional labor not associated with the original problem. The husband began once again using foul language and so the phone call was discontinued at that time. The daughter who is filing the complaint called back and was once again offered the same service, but she began to make legal threats and used foul language. Therefore, the phone call was discontinued with her as well.

As far as the delivery charge which happened in the fall of 2021, the customer stated herself that the son-in-law brought the mower to us and we delivered it back. Our delivery charge is $45 and so the cost to deliver the mower back would have been $45.

It is our desire to correct any mistakes made by our technicians who have been trained and have 10 plus years of mechanical experience. Our offer still stands as stated above and to the customer. We stand behind our work at D&J.