ComplaintsforHobdy, Dye & Read, Inc.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4-16-24 I am writing this letter on behalf of my father, *************************. He is 79 years old and a disabled American veteran.He has been ripped off by the Kubota dealership in ***********, ***On February 15th 2024, they came and picked up his Kubota *********** Hustler mower, to service them and find out why the Kubota wanted to keep cutting off when trying to mow.They returned both mowers on March 19th 2024, he paid them $1412.78.After about 10 or 15 minutes the Kubota began to cut off again while trying to mow and was also making a very loud grinding noise. It was not making this noise before they took it. He called them and they came and got the Kubota again.They called and told him they didnt know what was wrong with it and he needed to trade it in on a $19,000.00 Kubota. He told them that he couldnt spend $19,000.00, just bring his mower home.He received another call saying the mower does not run at all now, but he would have to pay another $1600.00 for them to bring it home.They told him he had until Friday April 19th to pay in full or they would put a mechanical lien on it.Today the second time its been used, the Hustler blades stopped working completely.He has paid out $1412.78 for two mowers to be serviced, neither works now and they want another $1600.00 to bring home a mower that wont go at all.

  Business response

  04/23/2024

  2-8-24- HDR picked up the Kubota ZD326 and a Hustler Raptor SD from ************************************************************ and brought to the shop for service.  **************** requested a complete service on the ZD326 (change all fluids and filter, and sharpen blades).  He also had a complaint of the mower bogging down and losing power after an extended amount of run time and asked us to investigate the issue.  A couple days after picking up the mower, **************** called with an additional complaint that the ZD326 would run hot in hot weather, last year and asked for us to check into that problem as well.  Mr. ******* complaint on the Hustler mower was that the drive belt keeps coming off when trying to mow.
  2-15-24- WO125713-Work began on the ZD326 by testing operation to try to replicate the customer complaints.  Tech was unable to get the mower to run hot or bog down and lose power while mowing with the unit.  Initial inspection of the mower revealed a general lack of proper maintenance had been performed on the unit.  There was grass and debris packed in and around the radiator and oil cooler.  The engine air filter was extremely dirty, full of dust and dirt.  The dirty cooling package and air filter were attributed to the overheating issue.  Also,the in-line fuel filters were very dark colored which indicates excessive debris build-up in them.  This would most likely cause a fuel flow restriction which would negatively affect machine performance as well.  The mower was then serviced: engine oil and filter changed, fuel filters changed,transmission/hydraulic filters changed, transmission fluid changed, deck gearbox fluid changed, engine air filter replaced, radiator cleaned, all fluid levels checked, machine greased, blades replaced (more cost effective than sharpening because of wear), and machine washed.  After the service was completed, the mower operation was tested for approximately 30 minutes.  No problems were found.  Work was completed on the ZD326 mower on 2-16-24.
  2-16-24-WO125717- Work began on the Hustler Raptor SD by re-installing the drive belt on the mower and testing operation.  The customer complaint was observed when the drive belt was thrown off after a few minutes of testing.  The tech towed the mower back in to the shop and removed the drive belt and inspected the drive system components (pulleys, tensioner, belt, etc.).  The belt was cut but all the other components seemed to be in good shape.  A new aftermarket belt was ordered and installed on the mower.  After the new belt install, mower operation was tested and the belt was thrown off again. At this point, it was believed that the drive belt tensioner spring was weak and was not holding enough tension on the belt.  An OEM belt and spring were ordered and installed on the mower.  The mower was once again tested and this time it was a longer run time before the belt came off the mower.  All drive components were inspected again and a small blemish was found on the tensioner pulley.  The decision was made to replace the remaining drive belt tensioner parts (pulley, spacer, and arm).  OEM parts were ordered and installed.  After the parts were installed, mower operation was tested for about 30 minutes and no issues were found with the drive system.  Repairs were completed on 3-15-24.  
  3-19-24- The ZD326 and Hustler mowers were delivered back to **************** and payment was collected for the work completed to both mowers.
  3-21-24- *************** called and stated that the Kubota mower would die will mowing and was not running right.  During our conversation, the only other detail offered was that the mower would die after running 15 minutes or less.
  3-22-24- We picked up the ZD326 and brought back to the shop.  Work began on the mower the same day it was picked up.  After initial testing, it was noted that the engine would bog down with excessive load after traveling a short distance to the point that the engine would die.  If the drive arms are returned to the neutral position as the engine began to bog down, the engine would pick back up and the mower would once again move a short distance until it would bog down again.  Also, a grinding noise was noted when the deck was engaged.  The hydrostat pressures were tested and were below spec at 2100 PSI.  The workshop manual calls for ***************************************************************************************** replaced.  Next the hydraulic fluid was drained and filters removed for inspection. The oil was glittery and the filters were cut open and the presence of metal debris was found in them.
  3-25-24- A tech support case was submitted to Kubota for further assistance troubleshooting the issue.  ****** recommended removing the transaxle and disassembling to inspect the hydrostat components, charge pump, and control valve. **************** was provided an update and explained that we would have to disassemble the transaxle for inspection because there were no other diagnostic tests to help us exactly pinpoint the problem.
  3-28-24-Transaxle disassembly and inspection were completed.  A metal sliver was found in the charge pump housing and the control valve contained scoring on the spool.  Information and pictures were submitted to Kubota regarding our findings.  The recommendation was given by ****** to replace both hydrostats, the charge pump,and the control valve.  At this time, *************** was given an estimate of $8000 for parts and labor to follow ******* recommendation.  He was also given an estimate of $4000 to replace just the charge pump and control valve.  Another option was presented to trade the mower in on a new mower.  **************** was somewhat interested in the trade route and I obtained pricing on a ZD1211-60 (cash price of $18,650 and finance price of $18,950). When I spoke with **************** again and gave him the new mower prices, he wanted to know how HDR would trade and I told him that I would give ******* the information and be back in touch.  The next morning, ******* and I called **************** on speaker phone to discuss trading mowers and he immediately shot down the notion of trading because he couldnt spend the money at this time and he requested that we put his mower back together and bring it back home.
  4-1-24- Re-assembly of the mower began.  The tech re-used all seals and gaskets for re-assembly.  We did install new filters and fluid upon completion because the original fluid was contaminated and the original filters were cut open for inspection.
  4-3-24-Mower re-assembly was completed.  The technician noted that the mower would not move under its own power in any direction. 
  4-12-24- I spoke with **************** and let him know the mower was back together but it would not move under its own power.  He questioned this and basically accused HDR of damaging his mower because it did not have these issues before we originally serviced the mower.  I explained that the mower transaxle is probably worn and when the fluid was changed it essentially accelerated the failure of the transaxle because the cleaner, thinner oil will not flow at the required pressures because of the larger tolerances attributed to wear of the transaxle.  **************** requested that HDR just return his mower.  I informed him that we would once the repair bill was paid. I explained that his bill was $1648.36. **************** refused to pay the bill and said that he would obtain a lawyer and the lawyer would be in touch.
  I informed **** of the customers decision and he said to give the customer until 4-19-24 to pay the bill at which time if the bill is not paid in full, place a mechanics lien on the mower.
  I called *************** back and informed him of the deadline to pay the bill and that a mechanics lien would be place on the mower if the bill wasnt paid in full to which he replied, Well be in touch. 

  Customer response

  04/29/2024

   
  Complaint: 21580524
  
  I am rejecting this response because:

  I put my trust in this company and did business with them for over 20 years. Their response to dealing with my Kabota mower is a total disappointment.

  Based on the fact that the mower was running and cutting grass when they picked it up and now it will not even run at all and they want to charge me another $1600.00 just to bring it home, the mower is totally useless now.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good morning, I sold my 4 tractors to buy what was described as a good running good shape **14 case 75c cab tractor to bale hay 2 times a year. Had it delivered a week or so later. Had trouble getting it off the truck due to shifter concerns with park. The delivery truck driver stated that a mechanic had to help load it because of shifter concerns. Got it out of park, unloaded it, washed it up and parked it in the barn for upcoming hay season. The grandson came over and wanted to see it so we pulled it out and got it on the road down to the farm only to find all 3rd range gears slipping and tractor would not move in those gears. I called the local Case International store to get a $**k est. to replace the clutch. I see where it states that all sales are final and there is no warranty but it also stated that the tractor was operable and in nice shape. I understand the no warranty disclaimer for minor stuff but I don't think a **k repair is minor. The tractor is not useable. I am now out **k for a tractor that needs **k in repairs.I think the seller should be responsible for this repair. I spoke with ******** ******** who stated that I must have ruined the transmission and that they were not responsible in any way.

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/05/18) */ It seems Mr. ****** has listed several things in his complaint. We will try to address each one. Please note that Mr. ****** had the unit in his position for a couple of weeks before reaching out to us. The truck driver that Mr. ****** sent to our lot to pick up the unit that he purchased via Auction Time did not know how to shift the tractor out of park. Our lot guy, not a mechanic, helped the truck driver load the tractor on to the truck since he did not know how to release the park lock on the unit. This would explain the difficulty unloading the unit as well when it was delivered to Mr. ******' yard since the truck driver did not know how to properly operate the unit. As explained earlier to Mr. ****** via emails exchanged, when we traded for this unit the previous owner did not advise us of any transmission issues. We were informed that the PTO cable was broken on the unit, which our service department repaired while on our lot and before we listed the unit on Auction Time. Prior to trading for this unit, we went to the previous owner's farm to evaluate the machine before trading for the unit. We drove the unit and looked it over. We did not experience any transmission or any other issues. Once the unit was listed on Auction Time, we had several interested customer's to come drive the unit on our lot. No one mentioned any transmission issues after it was demoed. Mr. ****** also had the opportunity to demo the unit prior to the Auction as well. Under Terms and Conditions of the auction, that is the first statement made. We encourage our customer's to fully inspect the property before making a purchase. We also state that all used equipment is sold as is with no warranty, implied or expressed, and all sales are final. This referrers to all price points of any repairs either they are small or large. The fifth paragraph of the T&C states "Buyers are responsible for inspecting equipment prior to the auction and can not hold Hobdy, Dye, and Read, Inc. or the auction company liable for descriptions made without the buyers prior viewing. When the tractor left our lot it was in good working condition. The Auction Time listing along with the terms and conditions and a video of the unit on our lot have been attached for review. The amount Mr. ****** has stated for the clutch replacement is extremely high according to our service department repair specs for this type of unit. We would suggest obtaining several estimates before paying such a large amount out for this repair. Consumer Response /* (3000, 7, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately not everyone is Honest and not all Businesses take care of their customers. I should have checked the reviews and ratings of this dealer and bought elsewhere. I think the person who traded the tractor did so because it had a transmission concern and hoped it would not be noticed by the dealer. I will give the dealer the benefit of the doubt on this as I would not have noticed it if I had driven to Kentucky to test it out in the parking lot myself. The problem with the transmission is not evident in a parking lot inspection as 8 of the 12 gears work. It would not be felt until it was driven out on the road. I had no idea there was a concern when I tested it out in my yard. I did have possession of the tractor for a week or so before I tried the road gears and noticed the slipping. The hour meter shows less than 1 hour and the odometer shows less than 1 mile on the tractor since It was delivered. It was delivered to me with a slipping transmission. The dealer should realize that they got cheated by the trade in customer and they in turn passed this problem on to be. They should stop hiding behind a disclaimer and do what is right. They should cover the repair.

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