ComplaintsforFive: 7 Equipment

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my Husqvarna Rancher 455 Chainsaw that I purchased from this business in July 2021 on Nov 29,2021 because the chainsaw would not start and was hard to pull the rope. I was under the assumption that this was warranty work as the chainsaw is less than 5 months old and has only been used to cut one tree down. I was told by the lady at the desk that I would be called when a diagnosis was found and or if parts was needed to be ordered. I contacted this business on December 1, 2021 as I have not heard anything from this business and was checking the status on my chainsaw when I was informed by ****** that my chainsaw was ready for pickup and that I owe $38.81 for repairs. These repairs was not authorized by me! They did not obtain my written or verbal approval for any work other than for warranty work. My chainsaw was used for ****** for a repair I didn't authorize!I wish for my unauthorized repair cost of $38.81 be refunded by this company to me and for this company to stop using bad business practices by not obtaining either written and or verbal consent for any and all repair work.

  

  Business response

  12/06/2021

  When ****** originally brought in his chainsaw, he mixed the fuel too heavy causing the chainsaw to smoke. The chainsaw also had burrs on the drive link that our mechanic filed down. These burrs were caused by the chain being thrown off of the saw and the sprocket continuing to turn. The customer failed to shut off the chainsaw quickly once the chain was thrown. The second time that the customer brought in his chainsaw, he informed one of our staff members that he sharpened the chain and the saw did not run correctly afterwards. Our mechanic noted that the chain brake tripped while the cover was off, and the customer failed to notice that the chain brake was on. The customer then reinstalled the cover. This caused the band to put pressure on the clutch and sprocket not allowing the chain to move or the engine to operate properly. When a customer brings in an item for repair, we repair that item, unless parts are needed. If parts are needed, we give the customer a courtesy call with a quote before repairing the item. ****** was informed that he would be contacted IF parts were needed before the parts were purchased. Parts were not needed in this situation, so the simple repair was completed while our mechanic had the cover off. Our mechanic reset the chain brake. He then reinstalled the cover, tightened the bolts and tested the unit to confirm repair. The customer used foul language while telling us that we were not ********* in our business approach. Our staff members have been patient and gone above and beyond to repair any issues with ******** chainsaw despite his intimidation tactics and verbal abuse on multiple occasions. He was given a discount on his first **** even though the issue was caused by ******. He was also charged only half of our shop minimum on the second occasion, even though this repair was needed due to user misuse of the ********************. We are sorry that ****** feels that our company misled him in anyway. This is simply not true.

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