ComplaintsforLexington Outdoor Power Equipment

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lexington Outdoor Power Equipment put a new pump on my pressure washer. When I went to use the pressure washer it was spraying water out of one of the O rings. I sent a picture. I called them, they said to bring it in for repair. When I picked it up, it looked a little off so i questioned if it had got mixed up and maybe wasn’t mine, they ensured it was so I took the pressure washer home and the following week went to use it for work. I was at a customers house had their patio cleared off and ready for cleaning and noticed it was missing the adaptor for the hose. I started looking at the machine and noticed the pump that was on it was an old pump, this holds the missing adaptor. I called and ask the lady about it, she said to hurry bring it up and they will fix it. I got there there were 3 of them at the counter telling me my pump hadn’t been changed but clearly in the pictures it was different. They offered to make sure it worked but never wanted to admit they changed the pump. I have pictures of mine and the one that is on it now. The one now is old. They were not honest with me and never tried to make any agreement on making it right. When I went in they told me they only changed the manifold and that it was dirty with soap in it bc the mechanic ran soap through to test it. When talked to the mechanic he said he did not replace the manifold he only fixed the o rings and he did not run any soap in it. He didn’t want to say anything else just said to talk to them at the desk. They were not honest.

  Business response

  05/30/2024

  ****** *******

  **** ******** BROUGHT HER PRESSURE WASHER IN ON 5/3/2023 AND WARRANTY COVERED A NEW MANIFOLD EVEN THOUGH ITS CALLED A PUMP IT IS ONLY THE FRONT HALF WITH THE BRASS CONNECTORS NOT THE WHOLE PUMP. SHORTLY AFTER THIS WE STOPPED DOING ******* WARRANTY ISSUES. SHE EMAILED ME A PICTURE ON MAY 14TH 2024 I BELIEVE AND EVEN THOUGH WE NO LONGER DID THEIR WARRANTY WE AGREED TO LOOK AT. SHE HAD ALREADY HAD THIS UNIT FOR OVER 6 MONTHS AND EVEN THOUGH OUR 90 DAY SERVICE WARRANTY HAD EXPIRED WO TOOK IT IN. IT NEEDED A NEW O-RING SO OUR TECH TOOK THE UNIT APART AND INSTALLED A NEW O-RING. HE ALSO PUT TAPE THREAD ON THE BRASS CONNECTOR TO KEEP IT FROM LEAKING.  WE DID NOT CHANGE OUT HER PUMP. SHE THINKS BECAUSE THERE WAS SOAP IN THE UNIT IT IS AN OLD PUMP WE USED THE UNIT ONCE THE REPAIR WAS DONE TO MAKE SURE THERE WERE NO LEAKING ISSUES AND WHEN SHE CAME IN TO COMPLAIN ABOUT THE TAPE AND THE DECAL, SHE ACCUSED OUR EMPLOYEES OF STEALING HER NEW PUMP AND THEN PUTTING AN OLD ONE ONBEFORE IT WAS RETURNED TO HER. THEN WE TOOK HER AND THE UNIT OUTSIDE AND SHOWED HER THE UNIT RAN FINE SHE IS STILL UNDER THE IMPRESSION I AM NOT SURE WHAT SHE WANTS WE DO NOT HAVE A PUMP AND SHE DID NOT PAY FOR THE REPAIR. SHE THINS BECAUSE THE TAG IS NOT GLUED COMPLETELY DOWN THAT WE CHANGED OUT HER PUMP. WE DID THE REPAIR AND WE DID NOT REPLACE HER PUMP WITH AN OLD ONE.

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

• Initial Complaint

  12/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a warranty repair with this company that was initiated at the end of October. When the company picked up the mower it would not run and it had a puddle of oil on the ground under it. The company kept the item for almost two months before diagnostics were done. As noted by other claims on this site and numerous reviews on yelp and Google, this company struggles at calling people back. Diagnostics were done and I was never called back. I was told multiple times throughout the process that I would be called back and that never happened. Lexington outdoor never called me throughout this entire process. I finally called them and was told that the fix was not covered because of low oil. I asked to speak to the mechanic to answer some questions. I was transferred to two separate mechanics and neither could give me an explanation of the puddle of oil (remnants of which are still visible on my concrete) in regards to the "low oil" warranty denial. I asked them how I could challenge the non warranty declaration. They told me that she actually hadn't even submitted it to the warranty company. This made absolutely no sense to me (how warranty could be denied without submitting the proper paperwork). I brought up that neither of her mechanics could explain the oil leak on the ground and she said "I only deal with warranties". I asked why the information was not submitted to the warranty company and she said that it was on a list of uncovered repairs. I told her that I would not be paying for repairs and the lack of communication and the ineptitude of their mechanics was completely unprofessional. They then reported to the warranty provider that I threatened them. I am not sure how refusing to pay for service I never agreed to was a threat and they have no recording of the conversation. When the mower was dropped off at ***** it's battery was dead, and the engine casing is loose and wobbles. It appears to be missing screw/bolts.

  Business response

  05/16/2022

  Business Response /* (1000, 10, 2022/02/07) */ This unit was purchased at ****** this customer sent his request for repair through the warranty company at Lowe's who in turn called us to do the repair. Mr. ********** was rude belligerent and very abusive on the phone demanding that i give him information that should have been done through the warranty company not us. He was told that not having the proper amount of oil in the unit was his responsibility. I then informed him that if there was a n issue he should call his warranty company we are just the repair shop. He was informed by the warranty company that it would not be covered. He was very angry and had ******* to come pick up him property and return to their store. When the unit left here it was the same as when we recieved it. Consumer Response /* (3000, 12, 2022/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Bluegrass outdoor and power was unable to answer simple questions about the repair. I spoke to multiple mechanics who could not answer basic questions about the mower. The company failed to call me back on multiple occasions. The lady in charge of warranty service said she hadn't even submitted the work to lowes or the warranty provider. I would not classify myself as irate, but it is easy to see why a customer might be upset in a similar situation. Apart from dismal customer service..... the mower was not returned how it was received. There is something that they clearly removed and did not put back. My biggest concern is for the company to restore my mower back to its original state before they picked it up. They failed to do that, so I do not accept their extremely delayed response. Business Response /* (4000, 16, 2022/02/18) */ This customer was irritated from the beginning. Before it ever got to us he was complaining. This unit was not purchased from us and we maintain our customers first. He gave ***** the same amount of backlash he is giving us. If he wanted top rate customer service from us he should have purchased his unit from us we are the repair shop for the warranty company. He was called only to have him berate the secretary who is not a mechanic she told him what she knew and then turned him over to the mechanic. Warranty was not filed because they have a sheet that is given to us as to what they will and will not cover. He did not maintain his unit. There was no oil in this unit. they will not cover this kind of repair. If he has an issue he needs to go to Lowes or his warranty company not us. Consumer Response /* (4200, 18, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is at best misleading and at worst dishonest. The response does not address that the mower was not returned in the same condition it was picked up. All I want is the restoration to its original state. "If he wanted top rate customer service from us he should have purchased his unit from us we are the repair shop for the warranty company." This comment is very telling. I commented about your company's terrible customer service. Your response is not on the contrary, but that I shouldn't expect quality customer service because I didn't buy my mower from you. I did not choose you as my warranty servicer, it was chosen for me. Maybe you shouldn't do warranty work for ******** if you aren't capable of providing quality customer service. If you look at reviews for your company online, you will see that most of the comments relating to service reference poor customer service, not meeting deadlines, and not returning calls. As mentioned before, my experience hits all of those highlights. All I ask is for my mower to be restored to the condition you picked it up in. It appears that you are incapable to do so .

• Initial Complaint

  07/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a riding lawn mower from Lexington Outdoor Power Supply back in March of 2021. It was under warranty. The front end wheel bearing areas were never greased by the factory and after a few weeks of operation of this mower it all fell apart. Took mower to them for warranty repair and now months of setting there for repairs waiting on just one front end tire rim I keep getting excuses to go ahead and fix it. Says their supplier doesn't have it over and over but you can go online anywhere on the internet and order a OEM rim for this mower and get it within a couple of days. Your customers are you business and a good trusted business will go out of their ways to take care of their customers but Lexington Outdoor Power Equipment will not so I will never buy anything from them again and will not recommend them to anyone period due to their poor service issues and their comments and more.

  Business response

  09/08/2021

  Business Response /* (1000, 5, 2021/07/28) */ Mr. ********, like many of our customers, does not realize that due to the fact no one worked last year because of covid there is no stock for us to receive we must wait just like the customer to get parts. The factories were all shut down and some still are. Many parts are on back order till the factories can produce the product needed. As far as the oem part if he wants to buy one we will gladly put it on but it will void his warranty. Since I spoke to Mr. ******** I have been informed that his part shipped out on 7/27 and we should receive it in a few days and we will repair his mower asap. We were not at fault this was a factory issue. If you need documented proof I can provide you with this information. If he chooses not to do business with us that is his choice, but he does not have the right to cuss the employees at this shop. Consumer Response /* (3000, 7, 2021/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not trust this company right now even though I received a call from a lady there saying today 7/28/21 that the rim part had been shipped and that they would get the part tomorrow and go ahead and fix my mower that's under warranty tomorrow and then call me asap when it's ready to be picked up. I will see if it happens after all the run around that they have gave me to get it fixed for this day or that day. My last talk with then and they said they would not get the front rim part for my mower until 8/10/21. I'm waiting waiting and waiting so I do not know if my mower will get fixed right away now or next month or who knows when it will. Business Response /* (4000, 9, 2021/07/30) */ spoke to manufacture and it has shipped received on 7/29/21. customer called me yesterday told him it was here. Tech is working on unit as I type. This gentleman has done nothing but complain to us about something that was beyond our control. Covid has caused this issue. I really wish people would think before they decide to deface a company and scar their reputation when the company has done everything possible to please them. Consumer Response /* (2000, 11, 2021/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept only that they got my mower fixed for me today and I was allowed to pick it up. I noticed the front left side tire looked low on air but didn't say anything after it was loaded and I was leaving after strapping the mower down on my trailer. When I got home and checked the tire pressure and the front left side was very low and the right tire side had right at 60 lbs pressure when checking with my tire air pressure gauge and had to reset the air pressure in both tires to the correct pressure pounds for both tires. Also after getting my mower home and mowing for a bit I'm hearing that same crazy squeezing creaking sound again like I did before when I discovered the front end went bad and that has me worried again NOW.... So now after what I have had to deal with getting my mower fixed and now it's making that noise again and if I had to bring it back to them is it going to take how long to fix it again. Also looking over this NEW mower I guess it was left out in the rain the whole time it was there. Rust here and there. I did store this new mower in a building and don't leave it out in just any ol weather period. I clean it up even after I use it mowing and then store it back in my building. My hands are up in the air overall with them now on my factory warranty issues if more things happen to this mower.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩