ComplaintsforThomasville Lawn & Garden

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My son bought me an xcite 380 mower on 4/22/2023 after mowing with it a couple times it shut off and would not start back up. I took it to Thomasville Lawn & garden where it was purchased and they could not fix it. ***** the owner at Thomasville Lawn & garden contacted ********* and they told him to give me another Xcite 380 which he did. I then started having a lot of electrical issues with that mower. I took it back and forth to Thomasville lawn & garden numerous times and it was never fixed properly. The last time I took it up there ***** got upset about it but he let me leave it there. After a couple weeks he called me telling me he was going to convert the mower to a manual mower without all the electronics on it. I agreed to that but that never happened. He then said he was going to take it to ********* and let Husqvarna convert it. Well that never happened. I later got a call from Thomasville Lawn & garden telling me my mower was ready. I asked ***** if it had been converted and he said no that ***** was trading me a MZ54 and I would get a refund on the difference. I said well I will come up there after work. So I did get the mower but they never refunded me the difference between the 2 mowers which is around ********. I trusted them because I have been doing business with them for years. I asked ******** about it which is the owners wife and she basically blew me off and in so many words told me I was not getting a refund. I still have the MZ54 sitting in my building untouched because I really want my Xcite 380 converted over and given back to me like I was promised and not a used one either. I have also contacted ********* and they have not been any help with this at all. They are letting Thomasville Lawn & Garden get by with this and it is not fair because I would never have agreed to trade my mower for a cheaper mower and not get a refund on the difference. I do need to say the first mower had around 10 hours on it and the second around 16 hours.

  

  Business response

  06/25/2024

       In midst 2022 Husqvarna unveiled the all new Xcite Series zero turn mowers. Featuring 2 models, the Xcite 350 and Xcite 380, they were pitched as The Ultimate Cutting Machine with customizable comfort and intuitive technology. One of the new features introduced SmartControl (Industry-first on-stick controls allow you to start/stop the engine, engage the blades and display mower status alerts at your fingertips by simply pressing a button). Also new was an LCD Digital Dashboard Display (provides important info, at the operators touch, about mower stats, service reminders and fuel level). This new electrical system eliminated the need for conventional ignition and power take-off switches. The units have a factory warranty of 3 years on material and workmanship and a 4-year warranty on SmartControl electronic components. 

       ************** son purchased an Xcite 380 for him as a gift. After 10 hours of use ************ experienced a no start issue due to an electrical problem with a SmartControl component. When he brought it in for repair, he expressed his dislike for the unit and concern about the new electronic features and possible issues that *** arise in the future. He also made the comment that he wouldnt have purchased the Xcite because of this but instead would have purchased an MZ54 (a comparable unit without SmartControl).
  After being unsuccessful in completing the repair and because the Xcite was an entirely new production model, Husqvarna Tech Support sent their own people out to diagnose the issue without success as well. Ultimately, the decision was made by ********* to replace the unit (as per attached warranty statement), with another Xcite 380 at no charge. ************ was kept in the loop throughout the entire process. 

       At 16 hours on the replacement unit, it was brought to the shop with a complaint that the engine would randomly shut down while mowing. Again, ************ expressed his dislike for the unit and concerns about the electronic system (understandably). The issue was with the operators presence control system. The seat safety switch and harness were removed, repaired, reinstalled and passed all operational checks with no further defects noted. ************ was notified that the unit was ready at no charge. He picked it up and brought it back a week later with the same complaint. After several attempts over the next few days, I was unable to duplicate ************** issue. ************ was advised of the results and refused to pick the unit up. He became irritated with the situation demanding a refund (on a purchase that HE never made), or another mower. I explained to him that the decision to replace a product under warranty rests solely with Husqvarna. I provided him with contact info to ************************** for further assistance.

       The situation stalled while waiting to hear back from ************. I was advised later by him that they had given him a reference number for the complaint but had not yet reached out with a possible resolution. I contacted Husqvarna Tech on ************** behalf to inquire about the reference number and was informed that the case was awaiting further information. I informed tech that ************ was extremely dissatisfied with the Xcite model and wanted another mower or a refund. Later they advised me that they were sending a truck to pick up the unit for a rework (strip all SmartControl electronic components and related wiring harness out of the unit and replace with conventional switches, a new harness and controls). ************ was advised of the fix and still expressed his dislike and concern for future issues he *** potentially face after the warranty expired.

       Husqvarna authorized a pickup and return to ********* for product engineers to do the rework. They contacted me and informed me that they had found no defect in this unit and were returning it to TLG without a rework. I advised them that ************ did not want this unit back with the SmartControl electronic system. After a few days the decision was made by *********, to exchange the unit (again) with ************** first choice; an MZ54. The MZ54 was then shipped to TLG. ************ was advised of ********** decision and was told that he could come pick the replacement mower up with a new 3-year factory warranty at no charge.

       By this time, ************ was becoming very difficult to work with. I really expected him to be happy with what ********* had done for him. But that wasnt good enough. He told me that he thought he was getting his Xcite 380 back with a reworked electrical system. I told him that ********* had found no defect with the unit; therefore, a rework was not warrantable. At this point Im starting to realize that no matter what, TLG or Husqvarna *** never satisfy ************.

       About a week later he called and told me that he was owed $1100.00. ************ was NEVER told, at any time, that he would be receiving a refund of any kind! I do not appreciate the fact that ************ is accusing TLG of getting by with this. My question is, getting by with what? The only one getting everything they want so far is ************. Every time we tried to suffice him; he would change his mind about what he wanted. Nothing seemed to be good enough. Throughout this whole process he has never been without a mower to mow his grass and has received some service and use out of all these units.

       I suppose this brings us to where we are now. First, ******************* hasnt purchased anything to be owed a refund for. Second, ******************* has not been charged anything throughout this entire purchase. Third, ******************* has had 3 free lawn mowers in a years time. Until I received this notification from the BBB, ************ had never once let me know that he really wanted his Xcite ********************************************************** his complaint. If that was the case, I feel confident that ********* would have more than likely reworked it as it would have been less expensive than sending a new MZ54.

       Since ************ really wants his Xcite 380 reworked and returned to him, I will make this happen. The 380 unit (with no defects) is in storage at TLG. I will purchase a kit and rework the unit myself, again at no charge to ************. I have 2 requirements. First requirement: To get this process started ************ must return to TLG the MZ54 (per his statement, that has been sitting in his building untouched). Then and only then will I proceed with ordering all parts needed to proceed with his request. Please be advised that this process *** possibly take 2-3 weeks depending on Husqvarnas ability to provide such parts. ************ has stated that he has other mowers to mow his yard with, so I wouldnt think this to be an issue. 
  Also, be advised that when this situation is resolved, and ************ takes possession of the reworked 380 it will have a new model # and ser # for future parts and service because the electrical system will no longer be compatible with the Xcite 380. 

       Second requirement: ************ needs to understand that TLG will no longer offer future customer support. He will need to seek another Husqvarna Dealer for future assistance with warranty, parts, service or other issues that *** arise going forward. This is my final attempt to try and resolve this situation. I have tried my best and there is absolutely nothing else left that I can do. I hope this will make ************ happy. 

       My offer is valid until July 12, 2024. If I have not received the MZ54 by this date, then my offer will be retracted, and I will assume ************ has made the decision to keep the MZ54 with no further expectations (other than to honor the factory warranty) from TLG or Husqvarna. 
  

  
  

  Customer response

  06/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  I will take the MZ54 up there this week when time permits me to do so. I just want to add that I hope this will not take forever to get my excite 380 converted over to manual and back because I only have 1 mower to mow with and it is 10 years old. Once I get my converted excite 380 to manual controls as ***** stated back, I will never go back to TLG ever again. I have already seeked out another dealership and have started doing business with them.

  Thank you,

  ********************;

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Tuesday 5/9/23 around 1200 hours I, ***** ********, and grandfather, ***** *******, went to Thomasville Lawn & Garden to pickup a mower I had dropped off the week prior for repairs under warranty. When I arrived I was informed I would be paying a total of $144.61 for the repairs. Repairs included replacing a starter relay replacing a 1/4" battery cable terminal, hardware, and 1.3 hours of labor. I asked about the repairs being under warranty since the mower was two years old with 42 hours on same. I informed the female behind the counter about the warranty covering parts and labor for the first 3 years or around 300 hours thus the repairs I thought would be under warranty. The female then called a male who said he was the owner, no name given, and informed him of the issue. The "owner" seemed upset from the time of the phone call as I could hear him talking loud enough through the female's phone next to her ear from at least six feet away. The "owner" looked at the repair report copy the female printed and said the relay was under warranty, but the rest of the battery cable was not. I asked the "owner" why the cable was replaced. The owner then got loud with me and my grandfather saying it was due to the terminal being corroded. I informed the "owner" that I understood that, but it was nothing to do with the relay. The owner then said he was no longer going to warranty anything since I was supposedly talking to him in and aggressive manor. The "owner" told me to call Hustler to have them pay me for the warranty. When asked why the warranty was in place and why the "owner" seems to determine what is warranty repairs and what is not I was told because I was a lair and a "lackleg" the repairs were not longer covered, when I called the "owner" a lair he said he was indeed one and did not want to deal with us anymore. I then called Hustler and spoke with a woman named Becky and was informed that Hustler could not refund my money and a case would be filed with Hustler.

  

  Business response

  05/10/2023

  I was made aware of a situation about a disputed warranty repair between Mr. ******** and the "lady at the counter ". Mr. ******** emotions was was already elevated by the time I became involved to see what was going on. Completely understandable. Before I could even wrap my head around the issue I felt I was being attacked and double teamed by Mr. ******** and his grandfather. I couldn't even finish a sentence without being interrupted by one or both of them. What some folks do not understand is that a warranty and a guarantee are not the same thing. Just because a product has a warranty does not mean that everything issue is covered under warranty. Warranty only covers factory defects in material and workmanship for an allotted time frame. Just because a unit is in the allotted time frame does mean that every issue is warrantied. A corroded battery terminal can lead to various electrical issues including a shorted relay. Corrosion and poor battery connections are not examples of defects or workmanship after 2 years of use. It is the customers responsibility to maintain, service and properly store the unit season after season to prevent such things as battery corrosion, flat tires, dull blades, dirty air filters and so forth. Every time I tried to explain this to Mr. ******** I was cut off or interrupted buy the grandfather. Ultimately, I offered to wave the trouble shooting labor and relay repair to try to resolve the issue. Then things escalated even more when it came to the battery terminal and hardware issue. The customer then stated that he should have taken the unit to another dealer as the factory suggested he do before he came here. Immediately the situation started to intensify again as the grand father stepped back in with his two cents. At that time my customer goodwill went out the window and I stated just pay me and please leave. He paid and I advised him to visit the next closest dealer for future service. The "lady at the counter " happens to be my wife and one of the most helpful people I employ. I will not tolerate any aggression towards her or anyone of my employees by any customer or vendor. We are here to help all of our customers and ask to be treated with the same respect that they want to be treated with. We have been in business for 25 years and still believe in honest and fair business practices. That being said, I will gladly refund Mr. ******** if he will bring his credit card back so the charges can be credited as long as his grand father stays home and he visits his next local dealer for future needs. Thank you. Keith B******.

   

   

  Customer response

  05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  The refund was issued for the incident with no further complaint. 

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