ComplaintsforRoork's Farm Supply, Inc.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an echo string trimmer on 7/24/21from Roorks farm supply. On 7/19/22 the machine wouldnt start. I took it to the dealer(Roorks) for service repair. Approximately 2 weeks later I received a call saying the trimmer was repaired. The charge was $87.00. I paid $381.20 for the trimmer. I asked what the problem was with the trimmer. The dealer(Roorks) said the wrong spark plug was installed on the trimmer. I was informed that the plug wasnt covered under the warranty. The dealer (Roorks) gave me the phone number to their distributor, ***** from ********* **. I spoke to ***** about the spark plug issue for several minutes. When I asked if the Gap of the plug was correct. ***** said thats for you to prove and he hung up on me. I immediately contacted the echo corporation office to open a claim. ******** a supervisor from echo said your warranty does not cover spark plugs. On 7/20/22 I called ***** and spoke to ******. I asked ****** how do the trimmers come from the echo warehouse? ****** repliedin a sealed box with the spark plug installed on the trimmer. I called the dealer(Roorks) left a voicemail. No response for a week. I called ***** from ***** left a voicemail. No response. On 7/25/22 the dealer(Roorks) calls and leaves a message for me to call *****. I call ***** and speak to *****. I asked ***** what I would like to know is who installed the wrong plug on the trimmer. Echo, ***** or the dealer (Roorks)? ***** said your repair is not covered under warranty. I said well Im going to bring all parties involved to court. ***** said If its courts Im done he then hung up on me again. I called ******** from echo immediately after I spoke with *****. ******** said the same thing this is it a warranty issue. I said to ******** this is not a warranty issue but a court issue. She ended the call as well. No one is taking responsibility for the wrong plug being installed. No party genuinely had a interest in assuming any responsibility for their product

  Business response

  08/05/2022

  Echo warranty does not cover spark plugs.  Our dealership found the spark plug to be "fouled" and replaced with a new spark plug.  After diagnosing machine and replacing the spark plug the machine runs as it should.  

  Customer response

  08/05/2022

  
  Complaint: 17623231
  
  I am rejecting this response because:the initial finding was that the wrong plug was installed and replaced with the correct plug. After three weeks of correspondence with the distributor, dealer and the manufacturer the story changed to being a fouled plug. I question everyone involved and no one cooperated nor provided an honest answer to the machine failing. Ive owned equipment and never had any problems with a spark plug. My first interaction with the dealer who serviced the machine reported over the phone that it was determined that the wrong plug was installed on this machine and had to be replaced with the correct factory installed plug. I requested the old plug from the dealer and they never returned my call nor request. I contacted the distributor on multiple occasions and ***** was being so shady and unreasonable in coming to a conclusion. ******************* up on me on several occasions. The dealer changed their position in this matter and needed three weeks to try and legitimately find something they can hide behind in the warranty. Knowing full well the wrong plug was installed. Spark plugs less than a year old do not foul. Carbon may build up. But the unit will still run. This wasnt the case. I want to see the old plug. I kept record of all my conversations will all parties involved over the last three weeks. The inconsistency in the dealings were so unprofessional and so deceptive. 
  
  Regards,
  
  *********************

  Business response

  08/09/2022

  The issue with the machine was the spark plug.  Echo does not warrant spark plugs.  The machine runs as it should with the spark plug we installed. 

  Customer response

  08/11/2022

  
  Complaint: 17623231
  
  I am rejecting this response because:
  This was never a warranty issue. No one is claiming any responsibility for the wrong plug being installed. This concealment of this issue of the mystery plug being installed is a clear violation of the ********** Consumer Fraud Act. After contacting ***************** they are going to resolve this issue and pay for the repair. No further action will be required at this time. Thank you for your attention in this matter. 
  
  
  Regards,
  
  *********************

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