Complaints

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• Initial Complaint

  Date:08/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Stihl ms 271 for 419.99 on 7/12/21. I used the saw very little and it stopped working. I brought it back to ACE in Raton, New Mexico. The saw was 8 months old, should have been under warranty. They charged me 160 for a replacement carburetor. They never called to say it was not covered and expected me to pay for it. I told them to put my parts back on because I fill it should have been covered, I bought the gas they recommended at the time of the saw purchase. I then ordered a replacement carb from Amazon for 30.00 dollars. I went to replace the carb and nothing is there it was missing linkage, fuel line was gone, carburetor was gone, and air filter was gone. As far as I’m concerned this is theft plan and simply. They can either repair and replace at there cost or refund me the price I paid for the saw.

  Business Response

  Date: 09/12/2022

  The one year Stihl manufacturer's warranty does not cover carburetors or fuel problems unless they are initial failures. When we perform warranty repairs, Stihl provides the parts and reimburses us the labor. The customer didn't mention the age of the saw, but warranty still wouldn't have covered it because the issues was expired fuel. When we performed the repairs with genuine Stihl parts, we threw away the old parts and so could not have reinstalled them. In addition to the roughly $50 replacement carburetor, the bill included labor, the fuel line, and a tune-up. Stihl requires their authorized dealers to use genuine Stihl parts, which can't be purchased on Amazon. I would recommend that the customer reach out to Stihl directly to discuss the possibility of a warranty repair. Their phone number is 1-800-467-8445.

  Customer Answer

  Date: 09/13/2022

  Complaint: ********
  
  I am rejecting this response because:The saw was less than a year old, 8 months. I attached the receipt to the original complaint. I also bought the stihl gas that the salesman told me to buy, so I wouldn’t have any problems. I told the lady at your store that it should be under warranty, without even calling me and telling me, that it’s not covered. I was expected to pay 160 for a saw repair that cost over 400. They then threw away my parts, not ok. This is not an acceptable out come for your customer. 
  
  Regards,
  
  ******* *******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]hh

  Business Response

  Date: 09/19/2022

  We understand the customer’s frustration with his chainsaw and, in hindsight, believe better communication on both sides of the counter would have resulted in a more satisfactory outcome.  Unfortunately, Records Hardware Inc. does not offer a subsidiary warranty to the Stihl manufacturer’s warranty, and we are unable to re-perform the repairs for free.  Regarding the parts that were thrown away, they were diagnosed as completely fouled and beyond salvage by our certified Stihl Silver Level mechanic.  We repeat, Stihl is the only party in this situation who can override the warranty policy.  Their phone number is 1-800-467-8445.  Please bear in mind that our compensation is the same whether we are paid by Stihl or the customer, and we have an ethical obligation to Stihl to follow their policies as best we can.  Thank you.

  Customer Answer

  Date: 09/19/2022

  Complaint: ********
  
  I am rejecting this response because:
  I did not buy the saw from stihl, I bought it from you. I would except a saw to last longer than 8 months. If you don’t correct the issue I will not be satisfied with any out come. I will continue with my complaint. This is a high dollar piece of equipment that is not worth the cost. 
  Regards,
  
  ******* *******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]