ComplaintsforRocky's Ace Hardware, Inc.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a snow blower from Ace Hardware on Clyo road on 2/4/2022. We brought it home and put it together made about 5 passes in our driveway and the snowblower broke. We used it for about 20 minutes spent $591.24. We contacted Ace I have pictures and tried to explain that we weren't just trying to return something after using it and that we had only used it for 20 minutes and that we had only done less than half of our driveway. They absolutely refused to stand behind a product they had sold us an hour and half earlier. This product is poor and the company did not care they got their money and that's all they cared about.

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/02/15) */ This complaint has been addressed by the store manager on multiple occasions. Gas power equipment needs to be brought to a service center to determine if the malfunction is a warranty issue or the malfunction is customer error. Manufactures will not cover customer error. The store has attempted to explain this to the customer on three different occasions. Consumer Response /* (3000, 7, 2022/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is a lie. I spoke to the store manager 1 time. I explained that we would bring in the snowblower and they could examine it. I talked to the manufacturer 3 times trying to find an authorized service center to take the snowblower so it could be inspected. I was provided with 3 different locations for service none of which was able to service this. We spent a lot of money on a snowblower which we were only able to use for less than an hour. When I talked to the manufacturer they said ace hardware should be able to give a refund but at the end of the day it's their choice. We bought a defective item that we are unable to use and to no fault of our own unable to have serviced. I have learned a very expensive valuable lesson. Don't shop with small local businesses because at the end of the day they don't care. If this would have happened with a larger store and something broke within an hour of purchase I would have no trouble. We are out over 500. The snowblower is still sitting in my garage I am still happy to take it to ace so they can see it's not user error and I would still like a refund.

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