ComplaintsforFairbanks Power Equipment

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** at Fairbanks is a subject matter expert. I am not. I sent the riding mower to Fairbanks for repair of a flat tire and diagnostics on the driving and gears. On first use of the mower after the repair appointment, May 31, I found that the tire again went soft. The problem I described with the gears did not reappear, but another problem did. The lock, or park position on the gear selector didnt engage. As arranged by phone I removed the soft tire from the mower and took it back to Fairbanks. Pleading my case, I described how I had hacked my lawn to pieces due to the soft tire and uneven cutting, and that I wouldnt mind an apology. I got a brief apology from one of them. Had I left at that point, they would have fixed the tire. But I brought up about the park setting of the gear selection not working. One of the brothers, named ********** think, took offense and gave his recollection of what I had asked over the phone, which differed from mine and from the invoice. Regarding the tire, **** now said It was fine when it left here. Unhappy, I walked out of the shop. He chased after me saying You forgot your tire. I said I thought you were going to fix it. He said Take it to someone else. He told me in no uncertain terms to leave, and to not come back. As far as the gear box I am no expert. But I know about flat tires. I paid Fairbanks $192.52 for service including repair of a slow-leaking tire. I then, as recommended, went to another shop, and I paid ********* Power Equipment, ********************************************************************, $47.41 for the tire repair, including inner tube and labor.I believe **** at Fairbanks heard my questions about the gears on the mower, thought they were unfair (and hes the expert), but in his anger he treated an ordinary customer in a hostile manner. I dont see why I should have to pay twice to repair the same tire. My claim is that Fairbanks Power Equipment should reimburse me $47.41 for the tire repair at **********.

  Customer response

  06/11/2024

  **** at Fairbanks knows mower mechanics. I do not. I have bought equipment from Fairbanks and had repairs done there before. I sent the riding mower to Fairbanks for repair of a flat tire and diagnostics on the driving and gears.
  
  The receipt says Service 1 DRIVE IS SLOW IN ALL GEARS / RIGHT REAR TIRE GOES FLAT. Invoice date is 5/20/2024.
  
  On first use of the mower after repair appointment, May 31, the tire slowly went soft during mowing, the uneven cutting deck tearing up part of the lawn before I stopped. The problem I described with the gears did not reappear, but another problem did. The lock/park gear position didnt engage.The mower rolls freely when stopped. I have to stop on level ground to empty the grass catcher
  
  To save pickup and delivery cost, I removed the soft tire and took it to Fairbanks. Pleading my case, I described how I had hacked my lawn to pieces due to the soft tire and uneven cutting. I got a brief apology from one owner.
  
  If I had left it alone at that point, I think they would have fixed the leaking tire. But I brought up about the park setting of the gear selection not working. The other owner, named ****, took offense and gave his recollection of what I had asked over the phone. He said I asked about the speed. I said I asked about the gears. To me, theyre like two sides of a coin, speed and gears. Hes a big man and became very unpleasant. Regarding the tire, **** now said It was fine when it left here.
  
  I saw discussion would get me nowhere. I walked out of the shop. **** chased after me saying You forgot your tire. I said I thought you were going to fix it. He said Take it to someone else. I reminded him of my previous custom, bought an expensive snow blower there. He aggressively told me to leave and not come back.
  
  As far as gears on a mower, I am no expert. But I know about flat tires. I paid Fairbanks Power Equipment $192.52 for service including repair of a slow-leaking tire. I then on assurance it was fixed,damaged my lawn. After 2 weeks seeding and watering it looks bad.
  
  I believe **** at Fairbanks heard my questions about the gears on the mower, thought they were unfair (and hes the expert), but in his anger he treated an ordinary customer in a hostile manner.
  
  My claim is that Fairbanks Power Equipment should reimburse me $100 for the tire repair and lawn damage. 

  Business response

  07/02/2024

  ***************** called to have us pick up his lawn mower because he stated the drive system did not work correctly and would only go in one speed and the rear tire had a slow leak. When the mower arrived at our shop we test drove mower and the drive system appeared to work fine.  We then checked the belts and a few other parts associated with the drive system and could not find any issues.  We then called ***************** to tell him we could not find any problems with drive system we also checked the tire for a leak and could not find one.  He asked while we have it there if we could perform a regular service to the mower which we agreed to do.  That is what we charged him for and what he paid for and  no place on the invoice is he charged for a tire repair.  It is unfortunate we may have missed the slow leak which can sometimes be difficult to find. When he came in hostile demanding an apology, we did try to do that but he continued to harp on the fact that we did not do our job correctly. That was when we decided we did not want to do business with this customer anymore.  

  Customer response

  07/03/2024

   
  Complaint: 21802267
  
  I am rejecting this response because:

  Leave the gearbox aside; I have admitted in writing they are the expert and I defer to their conclusion. However, Fairbanks accepted the job of repairing the tire. The slow leak is listed on the invoice. I put masking tape on the rim and wrote "SLOW LEAK" in black Sharpie, and the tape was still there afterward. Their response that there's no itemization of the repair itself on the invoice is an attempt to confuse a straightforward repair. When their representative called to say the work was finished, he said they fixed the tire. When I returned with the flat tire in my hand, they examined it and found a plug. I have never taken that or any mower tire to any repair shop before; the fact that there's a plug indicates they put it there. Their claim that a slow leak is a difficult repair is poorer still. If they are not equipped to find and fix a slow leak, they should not have accepted the work. Theirs is an unprofessional response. At another shop, I no sooner stopped describing the slow leak than the service writer said "We're going to put an inner tube in it." Fairbanks couldn't think of that? 

  I maintain that tire repair was on the service request, written up by them as one reason the mower came in for service. Whether they failed to repair the tire, or repaired it unsuccessfully, I maintain that was part of the service I paid them for. They should have made good on the tire repair as requested. But having accepted payment and then insisting I go to another shop, they should reimburse me at least the customary cost of a tire repair--for example the amount I paid the other shop.
  
  Sincerely,
  
  ***************************

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