Business ProfileforMB Tractor & Equipment

February 11, 2024 ************** ********************************************************************************** Dear Ariens Headquarters,I am writing to express my deep disappointment with the customer service I have experienced at MB ******************** in Plaistow, **, regarding my recent purchase of an Ariens Snowblower. I believe it is crucial for you to be aware of the ongoing issues and unsatisfactory service that have surrounded this purchase.In December 2022, I purchased a new Ariens Snowblower, expecting it to perform efficiently during the winter season. Unfortunately, I have encountered numerous problems, and the customer service at MB ******************** has been less than satisfactory. Here is a detailed timeline of events:1/6/24: During the first storm of the season, the drive belt fell off after only 3-5 hours of use, and the engine was running roughly.1/8/24: Dropped off the snowblower for repair at MB Tractor. Informed them about the drive belt issue and rough engine. No communication until I followed up on 1/11, learning they were waiting for parts.1/15/24: Informed that the drive belt was repaired, but a new carburetor was needed, not covered under warranty. I questioned the need for a new carburetor after such minimal usage.1/16/24: After days of waiting, I learned that the drive gear had fallen off, and the snowblower needed a new carburetor. MB Tractor ordered the part, causing further delays.1/22/24: Checked the status and was informed that the carburetor had arrived but received no clear timeline for repair.1/25/24: Picked up the snowblower, charged $322.03 for a new carburetor and labor. The drive belt was replaced with the same, seemingly faulty, belt.1/29/24: Began to use the snowblower for the first storm after pickup. I was roughly 20 feet into the driveway, and once again, the drive belt fell off. The snowblower was at the end of the driveway, and I called and spoke with ***, the service manager. I explained that I had just received the snowblower back and once again encountered a problem. He advised me that they would come pick it up. I emphasized that this snowblower has not been right since I bought it, leading me to pay or shovel every storm this year despite the snowblower having no more than 5-6 hours of use. I stated that I do not want the same snowblower back, expressing my frustration. *** assured me he would speak with his sales manager and update me.2/5/24: Contacted MB Tractor and asked to speak with *** because my snowblower was "ready for pickup." Reminded *** that he said he would speak with his sales manager, but I had not heard anything. He mentioned, "I spoke with him, he never reached out to you?" I advised him that I had not heard from anyone. He stated, "well, I have no control over that." He then said that they repaired the snowblower by putting on a new belt and charged $22.?? I expressed disbelief at being charged given the persistent issues and problems with the machine. Asked him why the belt keeps falling off, and he claimed it didn't happen during their tests. I highlighted above the failure to follow through with the salesperson and dissatisfaction with being charged for a drive belt when I hadn't had a properly functioning snowblower all year. *** showed no remorse or care for my frustration, maintaining the bill.This entire experience has been frustrating, time-consuming, and costly. I feel disheartened by the lack of resolution and accountability from MB Tractor. I am seeking your assistance in resolving these issues promptly and ensuring that the product I purchased meets the standards I expect from ******.I appreciate your attention to this matter and look forward to a swift resolution.Sincerely,************************* ************************************************************** ************ ********************