Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  F & f power equipment picked up my snowblower over a month ago to repair it and I haven not heard from them at all. They are not answering phone calls, texts, emails or ******** messages.

  Business Response

  Date: 02/06/2024

  ******* Farrington
  President F&F Power Equipment
  **********************************************************
  ***********************************   ************
  
  Re: Complaint from *********************************** (complaint # ********)
  Dear BBB,
  I am writing to address the complaint filed by *********************************** against F&F Power Equipment regarding the repair of her snowblower, as referenced in the aforementioned Case ID ********. We take all customer concerns seriously and appreciate the opportunity to respond to **************************** issue.
  First and foremost, we acknowledge that **************************** snowblower was picked up by our team in mid-January for repairs. We understand the urgency of her situation, particularly with an impending snowstorm, and we genuinely regret any inconvenience she may have experienced due to this delay.  We did stay in constant contact with ******* by providing her with estimate for the repairs.  However, Colleens snowblower was bought from a big box store and sourcing parts for these model snowblowers can become difficult.  All of this was communicated to *********************************** during the whole process.
  Upon examining **************************** snowblower, our technicians identified a significant issue the gas tank required replacement in order for the machine to run and function properly. We promptly communicated this finding to ***********************, along with the assurance that the necessary replacement parts were already en route to our facility. The delay in completing the repair was solely due to the time required for the delivery of these essential components.
  Our manager diligently explained this situation to ************************, ensuring she was informed about the nature of the repair and the expected timeframe for the resolution. We understand that ************************ may have been disappointed with this explanation, given her immediate need for the snowblower during the impending snowstorm. We empathize with her concerns and regret any frustration she may have experienced as a result.
  At F&F Power Equipment, we are committed to providing top-notch service to all our customers. We understand the importance of transparency and clear communication throughout the repair process, and we continuously strive to meet and exceed our customers' expectations.
  We would like to inform the BBB that the required replacement parts have arrived at our facility, and our technicians are diligently working to complete the repair and return the snowblower to ************************ as soon as possible. We are also committed to improving our communication processes to better serve our customers in similar situations in the future.
  We kindly request that the BBB assist in relaying this information to *********************** and provide her with our sincerest apologies for any inconvenience she has encountered. Once her snowblower is repaired, we will expedite its return to her to ensure her satisfaction.
  We appreciate your attention to this matter and thank you for your assistance in resolving this complaint. Should you or ************************ require any further information or clarification, please do not hesitate to contact us at ************.
  

  
  ******* Farrington
  President
  F&F Power Equipment

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had reached out to this company to service my snowblower as i had in the past. I asked the cost - i was advised $199 unless parts were needed. I scheduled them to pick up my machine as well as my sisters. I received a call on 10/25 that the machine was ready. They took my credit card and said thank you. When done I said "just confirming it is $199 right"? He then said no - $507.58. I advised I did not authorize that. I said if you drop off your car for an oil change and they charge you $2000 extra is that ok? He said this has how :we have always done business". They returned the machine with a receipt and the $199 was actually $294.87. I have called twice and asked for *************************** who is identified as "Boss Lady" on the business card with no return calls. My sister and I would like the labor refunded as we feel that this was bait and switch. They not only told us it was $199 which it was not but arbitrarily did additional work without our approval. Both my receipt and my sisters are attached.

  Customer Answer

  Date: 11/13/2023

  Hi neither my sister nor I have heard from them.  Very deceptive business practices.

   

  I also referred another friend at the same time and advised him to call them and do not approve any work without his confirmation.

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off my lawn mower to get the belt fixed. Once I picked it back up the belt fell off as soon as I took it off the trailer. I dropped it back off thinking it would be a fast easy fix. They took over 2 weeks to fix it. Being very rude in the meantime, yelling, like fixing my mower was the worst thing. Once I got it back the second time, the belt once again broke right away. They refuse to speak to us or refund. I called and she off the bat started screaming, told me to come in to speak so I did. Again started yelling and screaming right away telling us to get out of the shop and we wont be refunded. I was charged $400 for a broken lawnmower. This is no way a business should be speaking to customers in that manner. The women owner called me a c*** And the other owner came in, said to my husband Im not talking to this guy hes a clown. It is disgusting how these owners handle their business.

  Business Response

  Date: 08/05/2022

  When *********************** originally came to F&F Power equipment to drop off his Craftsman riding mower I could tell right away that the mower had been sitting outside in the elements for a long period of time and his riding mower appeared to be at least 30 years old, he was informed that we do not fix equipment that old as it is probably not worth the cost of repairs.  We discussed that the mower only needed a belt replacement and we agreed to the repair as it was right before the 4th of July and the shop was quiet.
  Upon diagnosing the machine, the mechanic stated that the drive belt was missing off the mower,the blade engagement belt had several cuts in it and the front idler pulley was frozen and had to be replaced.  The mechanic also noted that the battery would not hold a charge and needed to be replaced and the tires were flat.  We were able to call *** to give him a quote for the repairs and get the mower repair done for him right away.  *** picked up the mower the next day and drove his machine off our property onto his trailer with no issues.  Right before the holiday weekend *** dropped the mower off again with what appeared to be the same issue and we told him we would take a look again; however it was communicated that F&F will be closed for the long holiday weekend. When we re-opened after the long weekend  the shop got extremely busy with other repairs and we only have 1 full time mechanic and we were not able to get the repair done for him as fast as before and this was communicated through phone calls and text messages.  After we repaired the mower the second time I had both the mechanic and my pick up and delivery driver drive the riding mower around the outside of the shop where they both engaged the blades and drove the riding mower up and down hills and on grass for at least 30 minutes each and not once did the belt fall off the machine at our shop and this information was also communicated through text messages to ***********************. 
  Two weeks later since the last repair *** and his wife ****** both came storming into the shop with a Pitbull screaming and demanded a refund for their mower repair and *** verbally threatened to shoot me and the business up.  If *** and ****** came into my shop and spoke without yelling and physical assault threats, I wouldve taken a third look at their mower to address their belt issue as we do stand behind our repair work.  It is obvious to me now that there is an underlining issue that needs to be addressed causing the belt to continually to fall off or break.
  I however do not agree with issuing a refund for this repair as the equipment was repaired twice and the second time at no charge.  I had to pay my mechanic to look at the mower twice and had to pay for the parts that were replaced on the mower, both times.   I wouldve taken a third look at the belt issue on the mower if their frustration was communicated in a more adult manner.  *** and Amandas behavior was so infantile,immature and obnoxious that I do not know how to handle their actions.  Ive never seen behavior like this in the 20 years Ive been working and owning F&F Power Equipment.
  Included with this complaint response are the invoice and work order for **** mower when it was dropped off both times.  I also have the video and audio surveillance from the shop on July 29th when *** and his wife ****** came into the shop aggressively with their Pitbull and it also shows ****** chasing ******* into the back of the shop when she was trying to get help and the mechanic to explain the problem.  Because ****** and **** behavior was so obscene we had to ask them to leave the property where they continued to go on every social media site **************** BBB, ****** etc) to completely bash our company and also had their friends join to leave bad fake reviews on all our business profiles as well.  I also have photos of these fake reviews and can provide if needed.