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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dropped off my Toro lawn mower on 2/11/23. Told ********** wanted my rear wheel drive repaired and would like to have the key start repaired if it was just the battery problem. The only other work authorized to do it was to sharpen the blade if necessary and **** agreed a couple weeks later **** called and said the battery was junk and they were going to replace it and a tune-up should be performed. I canceled the tune-up because I had used the lawn mower 3 days before I dropped it off and it worked fine with the exception of the rear wheel drive not operating. A week after that we communicated and she said in order to start the one where they would have to put oil in it. Seemed odd to me as the one where had worked perfectly 3 days before I dropped it off, I agreed to the $4 charge to put some oil in it. A week later I communicated with a gentleman there and he said that they had sent the wrong cable for the rear wheel drive. It's been 5 weeks I don't have my lawn mower repaired, I think they put me at the very back of the line because I wouldn't agree to their hundred and some odd dollar tune-up that wasn't necessaryBusiness response
04/04/2023
From: ********************************** <**********************************>
Sent: Monday, April 3, 2023 8:54 AM
To: Info <**********************************>
Subject: Message from BBB.orgCase number ******** I am trying to respond to the complaint we received and can not find where to do so on the website. The customer companied that we took to long to complete his repair on his lawn mower. When the customer brought it in we let him know we were **** days out. Once we looked at his mower we found out the issue and ordered what parts were needed, I call him and let him know we had ordered parts and that we found other issues with his mower, he declined the repairs. The parts took longer to get than we expected do to a supply issue. When the parts came they sent us the wrong one, we quickly got on the phone and ordered the right part. The day the part came in we put it in and called the customer that day to pick up his **********************. Customer let us know he called the ******************** and made a complaint. We chatted with him about the supply issue and gave him a discount for him having to wait. Customer said they would call the ******************** back and withdrawal his complaint. We do our very best to keep all of our customers happy and hold our good reputation very high. Please let me know if you have quations Thank you *************************** Aarons Honest Engine ************ ************************************************************************
Sent from *************************** (***********************)
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