ComplaintsforHornsby Lawn and Equipment

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my lawn mower beginning of April. Took them 2 weeks to tell me that lawn mower needed Carb overhaul kit, a spark plug. Then 2 weeks later said it needed a new motor. Then she said no longer made that motor. The lady was very abrasive. They wanted me to pay more. I paid them $118.21. I know have no lawn mower. I feel like they are not fair. They wanted me to pay sales tax also. She was also rude to my friend. I did not want my lawn mower to dispose of.

  Business response

  05/24/2024

  Received customer unit on 04/02/2024.  Unit brought into shop by mechanic on 04/11/2024.   It is a very busy time of year for us so yes once a customer drops off a unit it does take time before we get to look at it.  Unit is a push mower which brand new has a value of approximately $200.00.  Unit was not running due to old fuel in tank and carburetor.  Contacted customer and gave her an estimate of $142.77 to remove and clean fuel tank, remove, clean and put a carburetor kit on carburetor, replace dirty air filter, replace spark plug that was fowled out and replace the primer bulb which had a hole it in.  Customer was told that once that work was done then we would if the unit would start and run like it should and that she might want to consider that she only paid around $200.00 for it brand new so that was a lot of money to put into it.  Customer said she would decide what to do and call us back.  She called back and said to go ahead and proceed with the work we had discussed so we ordered the parts.  Parts came in and once mechanic was able to bring mower back in he did the work discussed and the unit started BUT the engine was spitting oil out of the breather hose indicating that the engine was burnt up.  We could not know that until we had the engine started.  Contacted the customer and explained that to her and she was very upset and began accusing us of taking advantage of her.  Her "friend" called saying he was her grandson and was very ugly and rude and he also accused of us trying to take advantage of her and when I tried to explain that no we had not he began cussing at me so I hung up the phone.  He called again and when I answered the phone he immediately began cussing at me again and threatening me so once again I hung up.  Ms. **** called saying she was not paying the bill because she her mower was not repaired so I explained that she would be paying for the service that we provided and the parts that were put on her mower because it is not parts that can be removed and reused.  She asked for a break down of the bill so I gave it to her and whenever I got to the taxes she said she wasn't paying the taxes because we probably didn't even pay our taxes.  I offered to show her our monthly sales tax reports and she got very upset saying I was being mean.   Customer said she did not want the mower and wrote her check for service ticket minus the taxes and left.

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