ComplaintsforAltaquip LLC

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took our lawn mower in for repair because it did not work on March 13, 2024 while still under warranty. Have made several calls to check status. We are always being told that they are waiting on parts. As I understand that they don’t make parts and have to wait on them we are borrowing neighbors lawn mowers and paying ones to cut our small yard!!! We don’t have the means for this ; that’s why we BOUGHT a lawn mower!!!! Can someone PLEASE help the company that they are ge***ng “parts” from so that this company can do their part ? 3 months is WAY to long for a company not to send in parts and for us to be without a lawn mower. Please please help! Can we at least be given a mower until ours is fixed?? Thank you for any help!! I love forward to hearing from someone soon!!!!!!! Who do they get their parts from??????

  Business response

  06/19/2024

  We sincerely apologize for the repair delays you are experiencing with the service order.  We have contacted the service center in Tennessee that has this repair and they researched and found that the initial fault was with the PCBA board and block.  Those replacement parts were ordered but not initially in stock at the distributor so there was a delay.  The PCBA board and block come in and were replaced, but then the motor began to fault, therefore a new motor and controller were ordered to replace and hopefully complete this repair.  Again, there is a delay on the motor and controller from the parts distributor company.  We checked with our other service centers as well in case another one was available to transfer, but none we in stock.  The motor ETA is showing tomorrow 6/20, so if we do not get the order we will escalate with Garner, the distributor.  Unfortunately, we do not have any loaner units.  This repair is covered under the product warranty.

  Customer response

  07/01/2024

  
  Please don’t close this complaint.  The issue Has NOT been resolved!!!!  They have had our lawn mower since early March and it still isn’t fixed!!
  What steps did you guys take to try and resolve this problem?   If they told you they have fixed it ; they have lied!!  Or no one has contacted me telling me so.  Please please help with this matter. I am sure others are having the same issue with this company. 
  Thank you for your help.

  Business response

  07/01/2024

  An update from our service center team: The part is months from being stocked by ******* so we did submit for replacement.  The replacement has been approved by *** and should be sent to the customer.  I’ve left messages with the customer.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of April 2024, I filed a claim with ***** via their protection plan to have my mower repaired. We suspected the starter was the issue as we replaced our battery in the machine with a brand new battery and it would not start. ****** said that the repair shop would pick up the mower in Wednesday, May 1, 2024. I got a call from Altaquip, the repair shop scheduling the pick up. They stated they would be there on Friday, May 3. We prepped and left the mower out for pick up for pickup withing the given window. They never showed. I called, called, and called with no response. They never called me to say they weren't coming, but by 5pm I made that assumption. I finally found an alternate number to call in Monday May 6 and was told they had a driver call off and it was the driver for my route. They never gave me a courtesy call to say it would not be picked up when scheduled. They then picked it up in Wednesday, May 8, 2024. Over the weeks, I have called for updates. The entire time they have stated the issue is the battery and in informed them that my mower was sent to them with a brand new battery. They still insist that the issue is the battery. However, I have been told multiple times that they are "expecting batteries", "have ordered batteries", and "getting batteries from an alternate source". I was also told that they would try to get it done last week since I have been waiting so long. Today is Wednesday, June 12, 2024. Today, I had my husband call and they "are still waiting on parts". I have been without my machine for over a month for a repair they told me would take a week, at most. Now, for batteries that it doesn't seem like they are obtaining.

  Business response

  06/17/2024

  Hello - we sincerely apologize for the delays on this repair and slow or missed updates on pick up and repair that should've been provided.  The repair center has experienced some staffing issues and parts order delays.  The repair was completed this morning, and we will be reaching out to schedule the return of your product.  Thank you.

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint regarding the poor service received from the repair company to which ****** sent my mower for warranty repair. The mower was initially sent in for a leaking transmission seal. After multiple weeks without my machine and numerous calls for updates, ****** finally confirmed that the repairs were “completed,” and I picked up the mower. After using the mower twice, I discovered that the transmission leak was not only still present but had worsened. The work order claimed that there was no transmission oil leak, but instead a leak from the oil drain plug. The company replaced the oil drain plug with an incorrect part that now prevents proper oil drainage. I contacted the repair company, but they stated they couldn’t assist further and instructed me to return the mower to ****** for it to be sent back. I requested an expedited process since it is the middle of the season and I cannot go weeks without my mower again. This request was denied. Attached pictures clearly show that the leak is not from the oil drain plug. Additionally, I am concerned that using the mower with low fluid levels may have caused extensive damage to the transmission, further complicating the issue and potentially leading to more significant repairs down the line. The quality of the repair work performed is extremely subpar. I am seeking assistance from the BBB to address the repeated failures in the repair process and the inability to resolve the issue, which have left me without a reliable machine during peak season.

  Business response

  05/28/2024

  Hello - we apologize for any inconvenience with your product service.  After review of the service work performed, there was an oil leak found and repaired under the OEM warranty.  We did not observe other leaks after service and testing.  If you are able to send the product back into us through the store we will do our best to expedite the review and potential service against the OEM warranty for the transmission leak to limit your downtime.  We only have the capability to offer service as a solution for this product.  Thank you.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 27, 2024 Lowes in ****** KY picked up my rider, then Altiquip picked up from Lowes on April 1 to be delivered to the Nashville service center. On April 9 I called and spoke with the manager at the Nashville service center who told me it would be no later than the April 22 when it should be delivered back to Lowes in ******. I have called Nasville twice, April 29 & 30 with no return call. My rider has now been gone a month with no explanation of why it's not back. I've been told several times I would be kept up to date on it but no one will return calls or answer phones. At this time I am filing a report with the BBB. I now expect my rider to be replaced entirely with a new one as its under warranty and no one has returned my rider. I now consider it stolen and someone is gonna pay.

  Business response

  05/01/2024

  We apologize for this inconvenience and delay.  During the diagnosis it was found that some of the needed repairs would be covered by warranty, and some would not be. The product owner was notified and decided to have just the warranty work completed.  An order for the needed parts was placed with the manufacturer and its distributors for which there was a 3-week lead time to receive.  We go to the ****** store on Monday’s the parts were rec’d in and is sitting in the line to go back next Monday.  There is no charge to the product owner for the work being done.

  Customer response

  05/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* ******
  

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The engine on my ********* push lawn mower blew up after 2 months of use. Sent mower in to Altaquip via ***** on 9/14/2023. Received a call back today (9/22/2023) that there was not a defect found on the mower and it was due to "lack of lubrication". Even though I check the oil levels regularly. They are denying warranty claim and saying I owe $200 more than what I purchased it for to fix. There is no conversation had or even an opportunity to talk through the situation. The rep had no care at all and blew off my comments on how I take care of my equipment. Just "this is what we found and our results are final". My only option is to purchase a brand new mower. From start to finish, this situation has felt like a ripoff. Warning to anyone reading this; avoid ***** and avoid Altaquip.

  Business response

  09/22/2023

  Hello - I am sorry to hear about your experience with your product review and diagnosis.  I have attempted to look up your service call using the name and phone number provided but am unable to locate.  Would it be possible to provide the repair Out For Repair (OFR) number, or the store location involved, or possibly a secondary phone number?  Thank you very much.

  Customer response

  09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Alternate #: ###-###-####
  
  Regards,
  
  ****** ******
  

  Business response

  09/26/2023

  Good afternoon,

  I have spoken with our ******* service center, which received the product and did the diagnosis for repairs needed.  It was confirmed that after our diagnosis there were no signs/ indications that the hole in the engine was caused or due by a malfunction or defect in material other than improper lubrication.  We are a service provider for the retailer, and are factory trained and certified to find those issues.  Unfortunately, we did not find a warrantable repair with the unit, which is the reason for the estimate for repair.  We apologize for any inconvenience this has caused. 

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped my ego mower off at lowes for repairs. That was 8/4/23. I cslled lowes to see whete it was. They told me altraequip in tampa had it. Called them. Ego sent me an email telling me my new mower was on its way. They tolf me they couldn't find my mower. They would call me back. I called them back the next day to have dana tell me they don't return broken mowers. I told her the new one came in and i have to send the other one back in that box. She told me again they dont do that. They keep them for 90 days. I sent her the email and she is holding my mower hostage. Now i have to call lowes to call them to get my mower back

  Business response

  08/25/2023

  We apologize for this inconvenience in communication between the manufacturer and our company.  Our standard practice with OEM's when they determine to replace a unit is keep the old unit and field destroy at a frequency per the request of that manufacturer.  Our service center manager states she has spoken with ****** ***** about this, and would follow up with we get clarification from *******, the manufacturer.  Our service center manager also stated we will be returning the battery to ****** store #**** on Tuesday August 29, and the customer can schedule to retrieve.  We hope this helps resolve the concerns.  Thank you.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a ********* riding lawnmower from ***** and the deck broke a few weeks ago. We contacted Assurant who the warranty is through and they put us in touch with Altaquip for repair. We made 3 appts for them to pick it up and they finally came on May 30th to get it. They quickly determined that the deck would need replaced and had to work with Assurant to see if it was approved. After a bit it was approved and they ordered the deck. The first deck got "lost" someone so they ordered a second one and it was to be dropped shipped on June 26th. We have called repeatedly with no response. The lady even gave us her personal cell phone number. They aren't answering on eithet number, nor returning any calls. They had had our mower for about 5 weeks now

  Business response

  07/05/2023

  Good morning,

  I apologize for this delay.  I have received this communication and located your work order within our system.  I will have our At-home pickup coordinator contact you to get additional details, ten we will get you an update on the repair progress.

  Thank you,

   

• Initial Complaint

  06/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a ******** ***** zero-turn mower from ****** on 3/26/2021 Mower cost $2,599.00. 3 year protection plan for $384.97. For a grand total of $3,222.69. For protection and warranty plan committed to repairing the mower due to any repairs and manufactures defect. On May 27,2022 the mower was in use and a series of noise started like scrapping metals against each other. When I was clearly on a flat area of grass with nothing in the yard, no rocks, no roots, nothing. I turned off the blades and the noise began to slow and then stop and then I shut off the mower. I noticed that one of the blades was behind me in the grass. My husband jacked up the mower to inspect the underneath. He noticed the spindle shaft appears to be stripped. Therefore, unable to put on new blades without a new shaft. Mind you, this mower has only been used for one season and was not due for any maintenance at this point. As, we log our hours and keep up on repairs and maintenances as this was a big investment that needs to be maintained for years to come. We reached out to ****** Warranty and they insisted that It would be picked up through Altaquip on 6/18/2022 with a time window of 8am - 5pm. Nobody showed or called that day. Again, we were scheduled 6/22/2022, 8am - 5pm. No call or show that day either. Once more, they scheduled us for 6/25/2022, 8am - 5pm. Another No call, no show. In that time, I attempted everyday to get in contact with anyone from Altaquip, with no such luck. I exhausted all the resources of contacting them. I am completely disappointed and beyond frustrated at this point and would greatly appreciate it if BBB assist in getting this problem resolved.

  Business response

  06/27/2022

  We apologize for the scheduling errors on this service dispatch.  One of our customer service agents contacted the newly assigned service provider and confirmed the pickup date for the unit, which is today, 6/27, and has contacted the product owner to confirm.

  Customer response

  07/06/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and Altaquip came and picked up equipment on 6/27. They indicated they would follow up as they got parts in and would keep in contact in regards to status. As of now, I am satisfied. Will follow up if anything changes.
  
  
  Regards,
  
  
  ****** *****
  
  

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a mower from lowes and it wasn’t running right so I took it to them within a year to see if it was covered by warranty so they sent it off to altaquip after it set behind lowes for 2 weeks. Then once it came back they told me I owed $310, after I asked 3 lowes employees to have them call before ever doing work on it that wasn’t covered under warranty. Altaquip claims it wouldn’t start, when I started it before I hauled to lowes and then I started it again before I unloaded it at lowes. So they replaced the battery and a belt on it for $310 before tax. Which is outrageous. $157 in labor and $122 for parts and a $30 random charge. Mind you lowes and altaquip are not giving me an itemized bill as requested twice from both. I got the mower home and went to mow with it and the deck is missing a pin and the mower is making an awful metal grinding noise and will go faster in reverse than it will drive. I have called lowes and altaquip and neither are doing anything to help resolve this issue… (Won’t let me upload the video…)

  Business response

  04/18/2022

  Good afternoon,

  We apologize for any inconvenience with the repair/service of your mower.  There are specific retailer processes for how equipment is issued to us for service, and the costs associated with those equipment types.  Regarding the request to call before any work is performed; there is a pre-approval amount listed on the retailer ticket showing $350 for this type of equipment.  That is the reason there was not a call prior to repair.  Regarding the cost breakdown, on the retailer ticket provided in the screenshot it shows the breakdown as $157.29 which is flat rate labor for this equipment type, $122.71 for parts, and $30 for freight/delivery for the transport of the unit to the repair location.  I hope this helps clarify some of the concerns listed above. If there is a concern that the mower was not repaired properly, or missing parts, there is a process at the retail location to send the unit out for 'repeat service' if there is a quality concern.  Once in the possession of the repair shop, they can review to determine if there was a workmanship quality issue during the first repair.  If so, they will fix free of charge, barring any new parts needed.

   

  Thank you,

   

  Customer response

  04/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  

  no attempt to make this right and I didn’t agree to pay for anything if it wasn’t covered h fee warranty. Not sure how a battery and I belt can be bad after 4 months of total use… and how they can disregard the actual issues I sent the mower in for. Terrible customer service!

   

  
  Regards,
  
  **** *****
  

  Customer response

  04/19/2022

  Still not helpful and rude. 

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My dad bought a riding lawnmower from Lowe's with a warranty through Altaquip. He needed it serviced and they told him it needed a new battery and said it would be cheaper to replace it ourselves. The rep said they'd return our lawnmower a month ago. He's called back twice and the guy he talked to said he's new, "doesn't know anything" and that he'd talk to his manager, and get back to us (which they never did), and that they'd return it when they were in the area.

  Business response

  12/06/2021

  Hello - our service center in Cincinnati has advised that the unit is still in the shop.  The service center manager will be calling the customer today, 12/6/21, to schedule prompt return of the unit.  We apologize for this inconvenience.  Thank you.

  Customer response

  12/06/2021

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  
  ***** ****
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩