ComplaintsforSeverna Lawn & Power

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a saltdogg pro2000 from them and paid for the install, after picking it up and returning to our facility with it. We turned it on to try it out, soon heard a loud thud, we immediately stoped the unit and upon further inspection found a ratchet strap, from shipping rapped around the auger, they following day the controller quit working, so we took the truck back to severna park power and lawn. They replaced the controller, all was good for 2 weeks first time we went to use the salt spreader the motor quit working, we took the truck back today and they said "they" would not cover the motor and gear box under warranty due to wiring issues. The wiring is the same from when they installed it. We now have to replace the motor and gear box with cost at $1700 and we have not been able to spread any salt with the $6000 salt box we purchased.

  Business response

  02/15/2022

  Business Response /* (1000, 8, 2022/02/08) */ Complaint Case # XXXXXXXX On December 6th, 2021, ***************** purchased a Buyer's SaltDogg Pro2000 Salt Spreader from Severna Lawn and Power, Inc. As per store protocol, all functions, including the Auger, Spinner, and Vibrator, was tested, and run when **** (Shop Manager for *****************) picked it up. At the time of pickup, everything was working as designed. A few days later, we received a call from another man, ****. To the best of my knowledge, this man is a shop mechanic. He claimed a packing strap was in the box and was around the Auger Screw. He also said he removed it, and it worked; however, he wanted us to be aware of this. Approximately two weeks later, they were having an issue with the controller. **** said, "We used it, it worked great, "but" the on/off switch wasn't working." We instructed **** to bring the truck back, and we would address it. Since the truck was picked up, the controller had been moved from the console & mounted into the dash of the truck. That is at the discretion of the owner to do mount their controller. (Which had been altered quite a Bit) We do NOT mount controllers in trucks. We leave that to the owner because of damage liability. When they brought the truck in, we saw that the wiring harness had been pulled and re-routed. This change wasn't a concern at that time, but upon further examination, we noticed someone reversed the plug connections on the spinner assembly. The reversal of these wires causes the polarity to run the spinner backward. **** and I both took photos prior to fixing this issue of the connections. I then corrected the connections. Our photos were for our records, and **** said, "I want to show this to them." I assumed he was referring to his shop mechanics. I did, in fact, find the controller had an issue with the on/off switch only. I replaced the controller and solved this issue. All other functions worked as designed. After we corrected this, we had another snow event. **** called me a few days after the snow event and said the Auger wasn't turning. I asked him to bring in the truck to see what the problem was. The truck was left here the next business day. Upon examination, I discovered the plug-end on the wiring harnesses had been altered. Not only were they altered, but they were also wired incorrectly, yet again. I have photos to correspond to these visual inspections. Protocol dictates we photo document any inconsistencies from the original install. As with most new products, the manufacturer's warranty is void if you alter the equipment, and it was evident that someone had altered it. Not only were the plug connections removed and replaced with a different style connector, but they were also connected wrong and wired incorrectly. The result of changing these plug connectors and wiring them incorrectly, caused the Auger motor to run backward/in reverse. Unfortunately, these changes destroyed the gearbox. I contacted Buyer's Product's and discussed this matter with the appropriate department (SaltDogg Tech) and they denied the potential claim. We submitted our findings in the case photos. They examined the photos and determined this was a user error and would NOT cover the claim. As a distributor/dealer of Buyer's Products, we DO NOT, and CAN NOT determine if a claim is going to be granted. Buyer's Products makes that decision. I called **** and informed him of this. He then asked me for a price to replace the motor/gearbox. I called him back and told him the approximate cost of $1700.00. He said, "I'll call you back." He called back and said they would be here to pick up the truck and spreader. They elected not to have it repaired at this time. I don't know where the confusion is with this. However, I do not know Mr. ****** *****. I believe he wasn't afforded all the facts pertaining to this matter. I would also like to add, we had 3 snow/ice events since the purchase of the salt spreader, 01/03/2022, 01/05/2022 and 01/07/2022. With the vast experience we have with the products we sell & service, it was evident the Pro2000 salt spreader had been used for more than 1 snow/ice event. Respectfully. Severna Lawn and Power, Inc.

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