ComplaintsforTulsa New Holland, Inc.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or about August 9, 2021, I contacted Tulsa New Holland (TNH) seeking to replace the transmission drive belt on my Cub Cadet zero turn mower. I had been mowing earlier in the day when suddenly the drive belt broke and the mower would not advance. To be sure, the deck belt which drives the cutting blades broke earlier this summer, probably due to wear and tear, so I was not completely surprised. I contacted TNH later that day for an estimate to (1) purchase a new drive belt and/or (2) to get an estimate for TNH to pickup my mower, replace the belt and return the mower to me. I was quoted $38.66 for the belt. For and additional $152.60 labor and $150 pickup and return fee, TNH would replace the belt. An estimate of $341.26 (plus tax) sounded reasonable to me so I authorized TNH to pickup my mower and replace the belt. On or about August 13, 2021, my mower was returned to me and I was presented with an invoice for $488.78, $147.06 over the estimated repair cost.

  

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/09/02) */ Mr. *********** Mower was picked up on August 10th and the customer was called with an estimate on August 11th. The estimate was for inspection time (To see what caused the belt to break) to replace the belt that had broke, and $150 for pick up and delivery. The total estimate was $400 plus the $150 for pick up and delivery. Mr. ********** verbally approve by phone $550.00. The repair was completed August 13th and returned home. The driver brought a hand written letter in that Mr. ********** had sent with him. I informed our service writer of the situation and had him call and resolve the issue with Mr. **********. To keep the situation from escalating I authorized our service writer to to give Mr. ********** a store credit for 1 hour in labor $119 or discount on any additional service in the future. Mr. ********** refused our offer and demanded we mail him a check. We value our perfect reputation and we would like to resolve the issue with Mr. ********** but he has since refused to take our phone calls. We would still be glad to offer him the In store credit or a discount on future service. We do not issue refund checks on repairs that were approved and completed correctly. I would be glad to talk to Mr. ********** if he would like to call me at Tulsa New Holland (918)438-5665 Thank you ************** Consumer Response /* (3000, 7, 2021/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regrettably Mr. ********* response is full of lies which I find shameful from a longtime reputable dealer. The estimate I received on or about August 9, 2021 was for $341.26 + tax (includes $150 transportation fee) to replace a drive belt. Let me be clear, I did not authorize Tulsa New Holland (TNH) to "inspect" or otherwise perform a diagnostic check on my mower nor was I made aware of this hidden charge at the time of my estimate. My instructions were clear, "replace the belt." Period. Had I been made aware of any additional charges I would certainly not have approved of the service. Mr. ******* suggests that I refused their offer of a store credit. That much is true. Mr. ************, on or about August 13, apologized to me for the hidden fees and promised to send me a check for $130.90 (diagnostic fee + tax), in the mail. Mr. ******* added that TNH was "breaking-in" a new employee who, like me, was not aware of the additional "diagnostic" fee. To be clear, that is $130.09 on top of the repair estimate of $191.26 (belt + labor). After a period of 18 days,I spoke with Mr. ******* because I had not received a check for $130.90 from TNH as promised. Mr. ******* informed me on August 30 that TNH was not going to issue a check to me. After nearly 3 weeks, no one from TNH, not Mr. *****, not Mr. *******, no one bothered to call or text me with this change of heart. You have to ask yourself, why would anyone want to deal with a company when they do not honor their word and then double-down with falsehoods and lies. I am a retiree, on a fixed income, but I can absorb this blow. Understand this, however, I will make it my mission to inform anyone I can about TNH's dishonest and disreputable business practice of fleecing the customer. Finally, I know I have other choices when it comes to lawn mower service and repair. I have been a loyal customer of TNH since 2005 and have always been willing to pay the extra $150 transportation fee whenever my mower needs servicing. Unless this issue is resolved as promised with a check for $130.90 issued and mailed to me, that relationship will come to an end. Business Response /* (4000, 9, 2021/09/08) */ Mr. ********** unit was not picked up until the 10th and the estimate was not made until the 11th of August. The estimate Mr. ********** claims to have received on the 9th (Before we had even looked at the unit) was from a call he made to Tulsa New Holland asking pricing not an estimate. We can not make repair estimates without looking at the equipment. Our reputation means everything to us at Tulsa New Holland and I do not appreciate being called a liar. So at no fault of Tulsa New Holland I have decided to refund Mr. ********** the $130.90 and request that he take his equipment somewhere else in the future. We will mail out his check later this week. Thanks **************

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