ComplaintsforAnderson Auto Body LLC

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Bad Boy lawn mower from this business 5/3/22 for a little over $14000. The second time we used it, it putted out, blew black smoke, blew oil, and eventually died on itself. On inspection, the oil smelled like gas and we knew something was wrong. We called the dealer. They took it back to their shop. We were skeptical of their repair and made that known from the beginning. We ideally just wanted a refund. They assured us, over and over again that it would be fixed 100% - “like new”. A week or so went by, we asked about progress. The dealer said it was done and being delivered that afternoon. When it was delivered, it was doing the exact same thing after they assured us it was “like new”. The driver was unable to unload it off the trailer because it was putting out and blowing black smoke. After sharing our frustrations, the dealer agreed that we were right. They offered to sell it for us. We do not want it sold under our name, when it doesn’t even run correctly - that’s unethical and a huge liability. We simply just want a refund for the mower since it doesn’t work. We asked if they would buy it back and sell it themselves - NO REPLY. At this time they told us that we could come get the mower or they could bring it back to us at their convenience, and they were done doing business with us. It doesn’t even run correctly so I’m not sure how anyone would bring it back to us, and obviously, why would we want it?!? It has been at their shop more than it’s been on our property. It’s been over a month and we have no mower and are out a substantial amount of money. We just want our money returned.

  

  Business response

  06/06/2022

  Mr. & Mrs. ******** were very impatient from the word "go" regarding this issue. We had many tests to run and parts to order regarding the fuel issue. We warrantied the fuel pump which was the first issue we found. We did a delivery of the mower back to them for their convenience. At this time, it was having the same issue, like the customer stated. We didn't even unload it and returned to continue diagnosing and fixing the issue. After contacting ****** * ******** **** *******, they suggested we empty out the fuel tanks and test the fuel for contamination. The photos attached show that there were contaminants in the fuel which would cause the fuel pump to work incorrectly. This would also cause fuel to fail to ignite. The bad fuel was determined to be the root cause of all issues and has since been tested on multiple test runs and checked out. The only option demanded by the customer was a full refund before any warranty issues were even addressed. Upon legal actions being threatened by the customer, all communication was recommended to be ceased by Bad Boy Mowers Inc. 

  Customer response

  06/07/2022

  Complaint: ********
  
  I am rejecting this response because:

  We were not impatient from the “go”. The dealer picked up the mower because it wasn’t running the first time (5/16). After hearing no information, we decided to reach out on 5/20 to see what the problem was. We contacted them again for the Briggs and Stratton number on 5/24 to ask for ourselves about warranty information. We continued to hear nothing about progress of the mower until we finally contacted them again on 5/31 (They had the mower for 15 days and we heard nothing about when it would be returned). At this time the mower was, in their words, “good as new” and all of a sudden was going to be delivered that day to our house. It came to our house and still did not work properly. Obviously at this point, we are beyond frustrated because we have been without a working mower since 5/8. 
  
  They stated the first time it was “repaired” that all of the tests came back fine. However, when it arrived at our home it was not working. This is also the first time we are hearing that it was just a fuel problem the entire time. Why was this not found on the first diagnostic testing and fixed the first time? The first tests came back fine, and we still had issues so clearly we are skeptical of trusting anymore testing that are “fine". As I said, this is the first time we are hearing of the fuel being bad. On 6/2 they told us to just come and get the mower without ever explaining the issues that were found. They also stated they were DONE doing business with us. Since they were DONE doing business with us, and we had no solution to the problems with the mower, we choose to seek legal help. 

  
  Sincerely,
  
  **** *** ******* ********

  

  Business response

  06/14/2022

  Customer states in their rejection that they had been without a mower since May 8, but we were not contacted about any issue until May 15 or 16. Furthermore, according to Mrs. ******** via text they had been without use of the mower since May 04. We picked up the mower the evening of May 16, however, as we have many other customers to attend to, we were unable to begin diagnostic work on the mower immediately. 3 days after having the mower in our possession, on May 20, I engaged Mrs. ******** via text, apologized for the inconvenience, and offered to come mow their yard for them. During this text conversation Mrs. ******** explained that they did not want the mower back. She went on to say that she was getting different stories from different people; at our business she only dealt with myself or my manager. However, the customer spoke to other people outside our business, we cannot control what other people say.

  We began our diagnosing process of the mower on or about May 22. We ran a compression test; passed. Ran a leak down test; passed. Working on advice from technicians at Briggs&Stratton we then tested the fuel pump and found it was providing too much fuel and fuel pressure to the engine. We then ordered a new fuel pump, which arrived on or about May 31. We installed the fuel pump, ran a thorough functional check for over an hour engine running time, and determined the issue was resolved. We, nor Briggs&Stratton technicians, had any suspicion at this point that the failure of the fuel pump was due to contaminated fuel. We returned the mower to the ********'s the evening of May 31, and while removing the mower from the trailer the original issues of engine malfunctioning began again. We brought the mower back to our shop and began diagnosing again. It was at this point we considered the possibility of contaminated fuel. The next day we drained all the fuel from both fuel tanks. After giving the fuel time to settle in a clear plastic jar, we noticed large bubbles at the bottom of the fuel. This was foreign contamination, but unfortunately, we had no way of testing what it was. However, there was more than a sufficient amount of contamination floating under the fuel to determine it as the root cause of all issues.

  Given that the contamination was heavier than fuel, it had settled at the bottom of both fuel tanks, and was only "picked up" by the engine fuel system when at a specific positive angle, the same angle was achieved when loading and unloading from our trailer. As we utilize the same fuel containers to add fuel to all of our mowers, we can say with certainty the customer, either knowingly or unaware, added the contaminated fuel to their mower. Unfortunately this means they were the cause of their mower malfunction, therefore non of the work would be covered under warranty.

  Once threatened with a lawsuit/attorney intervention, we were advised by Bad Boy corporate to cease and desist all communication with the ********s. Bad Boy corporate is not handling the complaint, and will provide attorney assistance for us if needed. To be clear, we did everything that should and could be expected of us as a business. Their mower is fixed, and running great. However, they do not want it back. We simply cannot an will not provide a full refund for the cost of their mower as that goes against our business policy. Finally, until threatened with legal action, we remained in contact with the ********s in a manner consistent with our business policy, no more and no less.

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