ComplaintsforHenderson Implement & Marine LLC

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Hustler Zero Turn mower from Henderson and it is under warranty. They want me to pay for the repairs and will reimburse me when ******* pays them. I should not have to pay up front to get my mower repaired. I have a 3 year warranty from 5/6/2020 the date I picked up my mower.

  Business response

  10/13/2021

  Business Response /* (1000, 5, 2021/10/07) */ Contact Name and Title: ***** ****, Director Contact Phone: XXXXXXXXXX Contact Email: *****@hi-m.us This was a misunderstanding about how the process works for Warranty claims and our company policy. Company Policy is that before a repair can be completed, we have to have approval from the customer to pay for repairs or approval from Warranty that the repairs are covered. When this customer brought us the unit for repair, we completed a diagnostic and submitted the claim to warranty. The customer wanted the unit completed quickly and did not want to wait for Warranty to respond with approval. We offered to repair the unit prior to Warranty approval but company policy is to receive commitment for payment prior to repairs and if Warranty was successfully approved we would refund the customer their payment. The customer wanted us to fix the unit without payment from Warranty or the customer. Company policy prohibits us from doing so. The repairs were made immediately upon receipt of Warranty approval and customer was able to pick up their unit within 48 hours of the conversation. Consumer Response /* (3000, 9, 2021/10/07) */ Mr ***** **** is the person who is misinformed. The employee that took in my mower told me ******* would have to approve and pay for repairs before repairs could be made and then I could make another appointment to have it repaired. I asked to speak with a manager and spoke to Mr ****** ***** and he told me the same thing. He asked me how would they get paid if ******* did not pay. I told him they should not sell products that they do not trust to pay for warranty repairs. My son ****** J ****** brought his ******* mower to them in July and they would not even order parts until ******* paid. After I dropped my mower off I talked to my son. He went talk to someone and they finally told him to bring his in for repair three months after his initial diagnosis. I brought his mower in yesterday also and they were ready today. Someone is not telling the truth and it is not me. Thanks again for your quick response and getting results. Consumer Response /* (2000, 11, 2021/10/12) */ Customer states; I am satisfied with the results. It is bad that a repeat customer of Henderson Impliments has to contact BBB to get warranty work done. Thank You for a quick response and results.

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