ComplaintsforAmerican Hobby Center

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are two separate issues with this business. 1) I bought a train from this business and it had several issues with it, I took it to be repaired and when it was returned to me the issues were not fixed. 2) I took a train of mine to be repaired there. It has been several months and it has still not been repaired. My desired resolution for the first issue is that the business either exchange the set for a new one or refund my money. My desired resolution for the second issue is to have the train returned to me. (Note: I promised the business I would pay $50.00 upon completion of repairs. I will still pay them this price out of courtesy. However, if the business would like to work with the price I'd appreciate it.)

  Business response

  11/23/2021

  ** ******** 11/20/21 

  
  Thank you for the opportunity to share what happened and why *** *** ******* may be upset. 

  
  In May 2021 I sold ** ******r a brand new, unopened Lionel train set for approximately $329. About 4 months later he brought it back to me saying a light was not working on one of the train cars. He also mentioned a nick on the paint.

  
  We are an authorized Lionel repair facility. Within the week I touched up the paint and ordered parts to fix the light. Several weeks passed and ** ******r reached out to me about the repair. I did not have the parts in yet so i replaced the broken train car from another brand new unopened set. 

  
  On November 5, ** ******r came in and I showed him the new car, tested the light in his presence and Told him I fixed the small nick in the paint. The nick was very minor. 
  Also around April or may of this year he brought me a old damaged train asking me to buy it. I gave him $25 or $30 for the train. I do this often to repair other trains. Approximately 2 months ago he asked me to sell it back to him, I explained to him that had intended to repair it and was waiting on pars. He asked if I would sell it back to him and no one else and I toid him yes. Again, i am awaiting parts to fix it. 

  
  The new set that he purchased has a 1 year warranty. The work I performed was within the 1 year Lionel warranty period. I am not sure why he says the train is broken. I have not heard from him since nov 5. Had I been made aware of any other issues i could have made the repairs since it is within the warranty period. 
  If ** ******r would like me to sell him back his inoperable train that he sold me originally, I can certainly do so. 
  With regard to the Lionel set that he purchased from me new, I can certainly it repair it. 

  
  I am troubled that ** ******* has an issue with the train and thought to reach out to BB and not our store. I have been repairing trains for 25 years and certainly would never let anyone walk away with a broken train or dissatisfied impression of my store. am an independent small business owner and have run my store for more than 30 years and never had 1 complaint during that time. 

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