ComplaintsforBranneky's Hardware Store

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the store to buy a small Poulan chainsaw, 6/29/21. They didn't have any boxed Poulan chainsaws left. The store sales woman asked if I wanted to buy the display model. She said it hadn't been used and it had all the parts and was just as new/good as one in the box, just without the box. So I paid full price for the chainsaw and left. I tried to use the chainsaw and gas started pouring out of the tank and the saw wouldn't stay running, after starting. I took it back to exchange at Branneky's (second week of July) and they did not have any of the same kind. They offered to fix the leak for me and they did. I took the chainsaw home and tried to use the saw again (8/28/21). The saw would not stay running, after starting without continually messing with the choke or just having to pull start every time. The machine would stop after trying to use about every 1-2 min. I tried to get my money back was denied, because "They didn't know what happened to the saw after it left the store.

  Business response

  11/17/2021

    We simply sold a poulan chainsaw to a customer.  They had taken it home and used the saw.  We were told that is was being used and working fine and after a while it started acting up. When the customer brought the saw back to our store we offered to take a look at the saw and clean it up because it was completely packed with wood shavings.  Many times gas chainsaws simply need maintenance on a continuing basis.  The customer did not want to leave it and have us work on the saw.  We also let them know that we could take it to a warranty repair shop or refer them to one.  This was not an option they wanted to hear.  With gas equipment that has been used the warranty states to take the equipment to a warranty repair shop because sometimes it is user error and if not they will fix it.  We tried to be as accommodating as possible.  I you have any other questions please call.

  
  

  Customer response

  11/17/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  This is not accurate.
  I had to bring the chainsaw back to the store, after purchase, because it was missing a gasket and the gas leaked out everywhere and the saw would not run. Branneky replaced the gasket and I took the saw home. 

  The next time I tried to use the chainsaw it would not stay running. I never, ever said the chainsaw was running "fine." I had nothing but complaints about the saw, which is why I tried to return the saw twice. 

  
  The chainsaw was "used" in that I started the chainsaw and tried to cut one 4" diameter tree with it and the saw would not stay running to cut the small tree. The saw was not "packed with sawdust." The saw did have sawdust on it, from trying to use the saw for the purpose it was made for. 

  Branneky references maintenance needed on a continuing basis. The chainsaw was 2 months old and wouldn't stay running. What maintenance could have been done? I filled the gas tank with the gas/oil mixture as required and filled the bar oil as well. This should be all the maintenance that was necessary for a "brand new" chainsaw.

  Branneky did not offer to take the saw to a repair shop that will honor the warranty for me. The gentleman said "we don't fix any gas powered equipment ever, customers have to take the equipment to a repair shop that will honor the warranty. Then he proceeded to hand me the list of repair shops. The only "accommodation" I was willing to accept at that point, was an exchange for a functioning chainsaw (not a floor model). 

  I spent $200 some odd dollars on a chainsaw, I can't use and had to buy another saw so I that I could actually cut down the tree I needed to cut down. 

  
  Branneky sold me a floor model chainsaw, at full price. Told me that the saw was just as good as any other boxed saw and I believed them. I should not have taken it home after the first time I returned to the store with concerns. I trusted Branneky would sell me a good chainsaw and not a lemon, that obviously had issues. I also trusted that Branneky would stand behind the items they sell and accept responsibility for sold items that were not in working order. I've learned my lesson.
  
  
  Sincerely,
  
  ******* *********

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