ComplaintsforComo Mower

• Initial Complaint

  10/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Found this company while searching for a new carburetor for my riding mower. I called them, said they could order the part. I went there, paid for it, picked it up a few days later. Got the part, put it on, it did not work. It's the right part, just a bad carburetor. Took it back, I was told that I must have done something to it, they are not replacing or refunding my money. Neither of us opened the box before I left the store. The woman in charge is saying there is a piece of tape on a hose, which was there when I received it. I have worked on engines and replaced carburetors on mowers and cars all my life. If the part had worked, I would have kept it. They also said they would have to prove it, bring the mower in and pay them to work on it. Then said they don't even work on riding mowers. They knew what the part was for. This part cost me $173. 06. 9/14/21 TKT # 47423. I only asked for a replacement or a refund. After arguing with 3 different people, I just want my money back.

  Business response

  10/20/2021

  ********** ********* ******* ********* ***** **** ***** ***** * ******* ********************* ***** **** *** *** **** ** ***** ** ******** ********* ********* *** ***************************************
  
  *** ** ******* ********* * ********
  We received your notice regarding the above complaint.  
  Mr ******* special ordered a part from our business.  Attached will be our posted parts return policy.  He claims the part did not work.  He also ordered one from ******, got it cheaper and wanted to return the one he purchased from us.  
  
  I cannot just refund a part that has been installed, still had fuel in it and is not something we carry in the store.  I cannot sell it as a new part.  I also have no proof that it was a faulty part because it was not mounted to a piece of equipment and therefore was unable to be tested.  I cannot file a warranty claim with no proof of manufacturer defect.  
  
  If there is a defect it would not be refunded but replaced by the manufacturer.
  Again, it would have to be mounted and brought in on the unit for us to test it.  We do not work on riding equipment but would make an exception if he brought it in mounted.  We are qualified to do the work, space is our issue with riding equipment.  
  Mr ******* was getting quite irritated on the phone and did not want to make a trip here with his mower.  That is the only way that we can test the carburetor, mounted on the engine/unit.  
  
  Again, we have a no return policy on special order parts.  If the carburetor is bad and it is a manufacturer defect they would replace it, not reimburse for it.
  
  ***** **** **** *****

  Customer response

  10/21/2021

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  
  I am rejecting this response because: 

  
  

  First, it is hurtful and untrue that I ordered a part from ****** and only want my money back.I wanted to buy this part local, just for the reason I could easily return it if it didn't work. I was never told this carburetor was not exchangeable, either when I called, went there to pay for it or when I picked it up. This was only an issue when I tried to exchange it. I'm not sure where the post is they are now showing that it's not returnable is, but I did not see it. I also did not put tape on the line. I still desperately need this part. I am 67 yrs old, I do not have a trailer to take the mower to them. I offered to drive their mechanic to my home to look at it, they refused. I was not offered any information on where this part came from, it only came in a plastic bag with the part number on it. All I truly want is a carburetor that works.This company has left me without a working part or my money,  They must have a way to exchange this for another one, I have never heard of a company unable to return a bad part.

  
  
  Regards,
  ** *******

  Business response

  11/02/2021

  I received the Mr. ********s response

  
  

  I find it very confusing that he denies ordering another carburetor, less expensive and it works, as he told both the counter people when he tried to return it (he only wanted to return it) and myself when I spoke to him over the phone.  

  
  

  The post regarding our parts return policy is clearly on the wall behind our front counter where we complete all sales.  

  
  

  As a small business that does not do repair work on riding equipment we do not have the means to go pick up his mower and bring it in to determine if the carburetor is bad.  The carburetor has to be mounted to an engine to be tested.  I have contacted the distributor and they have no way to test it when not mounted.  

  
  

  If he can get it to ANY dealer, mounted on the engine, it can be tested and warranty filed.  I cannot have him pick up my mechanic and drive him to his house, that is out of the realm of possibility.  Insurance, safety, etc.

  
  

  We are truly not trying to be difficult.  Carburetors, electrical parts, installed parts are all standard non-refundable parts in this industry and to file a warranty on a part we have to have PROOF that it is not functioning properly.  We do not have any proof of that and therefore cannot do anything about it.

  
  

  ***** **** **** ***** *******
  

  
  

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