ComplaintsforPantano Power Equipment

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********** was picked up to be repaired 3 weeks ago with full to and from transportation paid for already. This place states that the mower is fixed and was covered under warranty but keep giving the run around and endless excuses of why they have not returned it yet. Multiple calls and all with different excuses from them. They refuse to return our mower they were suppose to repair and return.

  Business response

  05/09/2023

  Mower was purchased from online retailer, and delivered to customer with damage. Customer requested ********************** pick up & repair mower. Initial call 4/10, picked up 4/11, diagnosed 4/17. Husqvarna did not take responsibility for failure as damage was occurred in transit. Husqvarna offered Goodwill coverage on part only and advised Pantano Power Equipment to pursue labor coverage from transaxle manufacture (Hydro Gear). Husqvarna offered $50 to cover pick up and delivery vs $135.00 fee. Once parts were received, repair was completed and warranty claims were submitted 4/25 to Husqvarna, and Hydro Gear. Husqvarna approved Goodwill part only claim, but rejected additional coverage for pick up & delivery beyond $50. Hydro Gear requested failed part to be returned, so it was shipped 4/25. As per ***** tracking, part was received by Hydro Gear 4/27. As of 4/28, Hydro Gear warranty claim was still pending review. Customer was offered option to pay for balance so that unit can be returned, and would be refund if and when all 3 warranty claims were approved. Customer declined that option. As of 5/03, Pantano Power Equipment offered to return mower against company policy (not a scheduled delivery day, warranty claims still pending, open balance on repairs) after being threatened by customer. Customer declined delivery unless it was after hours. Delivery was re-scheduled and completed 5/04. As of 5/09, ********* has refused additional payment on pick up and delivery, leaving open balance of $85.00, and Hydro Gear warranty claim for labor is still pending ($230 claim). Customer's mower was returned 5/04/2023 even though Pantano Power Equipment has not been approved for payment of $315.00 to cover outstanding balance. Original seller has declined to cover outstanding balance. As this customer's local Husqvarna dealer, we made every attempt to complete this repair within the guidelines of warranty coverage from the manufacture, and within our policies. Customer was advised that if unit was purchased from Pantano Power Equipment, they would have never received a damaged unit. In the even of a warrantable failure of a unit purchased from Pantano Power Equipment, a loaner unit could have been provided.

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