ComplaintsforSmall Engine Recycling and Repair, LLC

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in july 2023 I went there with a ryobi reciprocating saw that was not working last year, since I didnt know if it was still within the 3 year warranty I specifically told the gentlemen at the counter that if they can check the warranty with ryobi and if it was then please repair it, (a while back Ryobi stopped having home depot take care of the ryobi warranty/repairs and the closest place that was certified to do it was this place and I needed to take it there, that is what the ryobi website said since I was on hold on the phone for more than an hour waiting for a ryobi rep to come on the line and got tired of waiting), at any point the gentleman said "we will repair it first ( wich is what they did) and then we will check the warranty, they claim that it was on the receipt, and because it was not under warranty I needed to pay either $97 OR $45 diagnostic fee and get the broken tool back to me, otherwise if I didnt pay either they will "SEND THE NEW PART THAT THEY BOUGHT BACK TO WHERE THEY GOT IT FROM" and THROW AWAY MY BROKEN TOOL, what a joke, I told him I wanted to get my broken tool back and I refuse to pay a diagnostic fee when I was not informed, all this would have been avoided if the first time I went this guy would have answered to me saying, "No we can not check the warranty first like you are asking, we will repair it first and if it's not in warranty you would pay out of pocket " so now I feel they stole my tool and will sell it to somebody, they are crooks. They called me again today 03/09/24 to see if I would pay to pick it up and I told him the same thing I said when they first called me to pick it up wich is I will not pay anything because I was not informed, take the new part out and give me my broken tool. ALL I WANT IS MY BROKEN TOOL BACK and they are refusing to do it unless I pay a $45 diagnostic fee. I told them since the beginning I wanted them to check the warranty first and IF it was in warranty then please repair it

  

  Business response

  04/04/2024

  Warraanty denied his claim because its out of warranty so he has 2 choices either fix it and pay the repairs or dont fix and pay the diagnostic fee. He knew about diagnostic its plastered all other front door and counter. Also its stated any item left after 30 days of calling customer of completed repairs storage fee of $5 a day with accur and after 90 days unit will be considred abandoned so tool will be sold or trashed. We have told this customer serval times over the phone about this also.   At this time we still have his tool so if he wants it he can come gete it and pay for it ..

  Customer response

  04/04/2024

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

   they didn't address my complaint, I TOLD THEM UPFRONT I WANTED THEM TO CHECK THE WARRANTY "AND" IF IT WAS STILL UNDER WARRANTY TO GO AHEAD AND REPAIR IT BUT IF IT WAS NOT THEN DONT, THE GUY THAT TOOK MY BROKEN TOOL DIDNT SAY THAT THEY REPAIR IT FIRST, READ MY ORIGINAL COMPLAINT
  
  Sincerely,
  
  **** *******

  

  Business response

  04/05/2024

  Customer can have tool back after diagnostic fee is paid of $45 plus tax    

  Customer response

  04/08/2024

   
  Complaint: ********
  
  I am rejecting this response because of what I explained before
  
  Sincerely,
  
  **** *******

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 13 my husband went in and talked with the owner in detail about our needs and if he felt that the Ego mower would work. During this interaction, the owner was helpful, took time, seemed to listen, and reassured us that the Ego would be a perfect solution for our needs. The Ego didn't have batteries, the owner of the store left them in a non-climate controlled area and they were destroyed, so he sold it tool only. We weren't worried because we had batteries at home already. My husband took the machine home and almost immediately set out to finish clearing our driveway. The blower immediately stopped and the batteries flashed their indicators that they were dead. He took the machine back and was initially told that it would take 2 weeks to fix the machine, when he complained the owner stepped over and said he would look at it that day but not at that moment because they were too busy. My husband and I went back that afternoon after not hearing anything and he stated that he had tried the machine in the back with our batteries and his and with both sets of batteries he saw what we were talking about with the indicators but that the machine did keep running. During this convo, we find out he needed to take a gas mower home to finish his driveway and that Ego's 2-stage drains batteries quickly, all things confirming our fears. We tried to exchange it for a different 2-stage machine, but he had sold all of his 2-stage machines already that morning (that would have been an option if he'd helped my husband when he first came in), we tried to see if we could wait for his next shipment of 2 stage machines, but he told us he's not getting any more 2 stage machines in THIS YEAR, we would like to get an Ego single stage machine for small snows so we tried to exchange for that, but again he doesn't have any and not getting in any time soon. His policy is no refunds, but you can't say you offer exchanges when there is nothing available to exchange.

  

  Business response

  01/18/2024

  Customer brought in his new EGO battery operated snowblower and his batteries saying its drawing his batteries down fast. I tested New snowblower with his batteries and mine and found really nothing wrong but I didnt like how his batteries were charging but they would charge up and tested them in another unit and same results. So I told him he needs new batteries he didnt liked that answer but the whole thing is he didnt like how the snowblower performed.  I Tryed to offer him another New Ego 2 stage snowblower but he wanted to go back to gas snowblower so i offered him a new gas snowblower but he didnt like what i had in stock and wanted a refund and i told him we dont do refunds. Its stated on the invoice and on front door of shop no refunds. 

  

  Business response

  01/19/2024

  Offer still stands exchange for another Ego 2 stage (but they might still need to get new batteries still) or Trade it in for new gas snowblower we do not offer refunds as stated on recipt and front door of shop  

  Customer response

  01/19/2024

   
  Complaint: ********
  
  I am rejecting this response because: Complaint still stands. I am also disputing this with my credit card. 
  
  Sincerely,
  
  ******* ******

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