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Complaint Details
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Initial Complaint
05/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This has been going on so long, I may have the dates a bit off. They only reason I'm now sending this is I was giving them the benefit of time to resolve this issue. Approximately early spring 2020 I left my ***** mower with Gretna Small Engine (GSE) because the left rear wheel axle broke. They communicated they had to order parts. A few months passed & there was pretty good communication back & forth...last discussion was the delay was due to the pandemic & supply chain issues, it would take months for the repairs. I said OK, I will borrow my neighbors mower. I never heard another thing till I started calling again late last year & early this year as I no longer wanted the hassle of borrowing a mower. In Jan I called on a Saturday & the gentleman was very helpful. He said wow can't believe this isn't fixed yet...shouldn't be a problem...I will call you around Wed with an update. I waited a week past that Wed & called again. The gentleman who answered said let me look into this, I'll let you know. Another 3 to 4 weeks I called again...GSE said they would call me with an update, I gave them 3 phone numbers and an email address....nothing. So about 2 weeks later I called again. Was told part no longer available and can't fix my mower!! and "We have some trade ins they would get for me...let me look into that and I will call you". This last conversation was over a month ago. I contacted ***** directly to file a complaint and described my issue. ***** said they may have the parts or the facility possibly could take this part simply from another like mower. I think GSE somehow no longer has my mower since they don't return my calls or call me back. Want future customers to beware before using this service from GSE. On a positive note I had used them a couple times in the past & it was great...work was done in a timely manner & they communicated well....NO longer. I'm not contacting them any more it's too frustrating. Thank you for your help.
Business response
06/13/2023
We have contacted Stu and explained the situation where because of the age of the machine the transmission and other parts needed to make the repair on his lawn mower are no longer available. We are currently working with him to either get him used replacement or new lawnmower at a very good price. I'm sure this issue will be resolved soon. Ken, Gretna Small EngineCustomer response
06/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Ken apologized and gave me the information I was lacking regarding my repairs. He asked me to buy a new or used mower from them to replace mine. Not sure yet if I will. Told him I would get back to him this week with an answer. Thanks
Sincerely,
Stu ******Initial Complaint
02/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On January 17th I took my ********** snowblower to this business for repair work as the augers had quit turning. I was told it would be about 10 days before they could get to it. I called them 2 weeks later on January 31st and was told that it would be looked at in the next two days. After not hearing back from them I went to the business on February 9th to see what was going on. The man at the counter said they had ordering issues because of Covid. Said my snowblower needed a new belt and that they would expidite the repair. Here it is now February 17th and no one has called to let me know if they are any closer to getting my machine repaired. I believe this is very poor customer service want my machine done ASAP.Business response
03/25/2022
Consumer Response /* (2000, 9, 2022/03/01) */ Snowblower was fixed and delivered to my house yesterday morning to my satisfaction. Thank you for your help in getting this resolved.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.