ComplaintsforEagle Power Turf & Tractor

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Eagle Power Turf & Tractor has had my ****** **** **** lawn tractor on and off in for maintenance and service since mid-March of this year. They have failed to complete the agreed-upon tractor maintenance and service as of June 27th of this year. This business has been negligent in keeping me informed of completed maintenance and agreed upon mower repair. Most recently, they picked up my mower on June 2nd, 2022 for replacement of a spring used to engage the mower blades and advised me the part on order was received by them on Tuesday, June 21st. They assured me priority would be given to the repair. As of today, they have failed to advise me that work has been completed. I have filed a dispute with ***** ***** for previously billed service ( replacement of mower blade) that was part of billed mower maintence that still has not been completed. I want their negligent service reported and recorded. Further, I want a price adjustment for any future billing for service that is still not completed after 25 days. Also I feel that they may be retaliating in response to the the dispute I have initiated with ***** ***** Credit Card service.

  Business response

  08/25/2022

  Customer's mower was picked up 3/14/22 for service/repairs. We looked at the machine and contacted the customer on 3/21/22 with an estimate, customer did not answer, we did leave a message. Customer then called us back on 4/11/22 and approved the estimate to complete the work. We immediately ordered the necessary parts. The work was completed on 4/20/22 except for the new blades that needed to be installed because they had not arrived yet and were on a back ordered status. Unit was then picked back up on 6/2/22 for us to install blades, at this time the customer had informed us that the PTO was not working. Once we picked this machine up a 2nd time the customer contacted his credit card company and appealed the charges for the work that had been completed in April. We discovered that a spring had broken not allowing the PTO to engage because there was no tension on the belt. We ordered the spring the following morning 6/3/22 after the unit was picked up. The spring arrived at our location on 6/21/22 and was installed immediately upon arrival. We tested the machine and contacted the customer leaving a message as he did not answer again. We received a call back several days later and returned the unit to the customer on 6/27/22. At this time the customer tested the machine before our driver left his house and signed off that the mower was in working condition approving the credit card charge (included previous and current repairs). As a goodwill, even though the customer had possession of and operated this machine for over a month before the spring broke, we covered the labor to install the spring and did not charge any further pickup or delivery charges. The customer had the machine for only a few days before calling with another issue of the PTO not working. We sent a tech out to the customer's house on 6/29/22 the date we received the phone call. The tech discovered that a spindle bearing had seized causing the belt to break. We picked the machine up on 6/30/22, called the customer to explain what had happened and give him an estimate. He called us back on 7/5/22 and told our service department he does not approve any work and we would be hearing from his lawyer. Customer called our service department on 7/12/22 and said he would like to pay the delivery charges and have his mower returned. The service manager told this customer he would call him back in a few minutes. The service manager called him back within a half hour, left a message and as of 7/25/22 we have not heard back from this customer. When we service a machine, we do our best to go over the machine and inform the customer of anything that could cause issues in the near future such as a cracked belt, low battery voltage, dry rot/cracks on the tires, etc. However, broken parts or seized bearings is something we are unable to predict and/or prevent. In response to the claim that we are retaliating against the customer for contacting the credit card company...the matter of the credit card chargeback has been resolved with the customer, furthermore, his machine is still in our possession simply because this customer has not returned our phone call. Eagle Power prides itself on ethical and professional customer service and regret that we were unable to satisfy this customer. 

  Business response

  09/29/2022

  1. Customer claimed that the spindle bearing failed within one-half hour after service of the 
  machine. We performed the service for this customer and initially returned his machine on 4/20/22. He then operated this machine until 6/2/22 when we picked it up a 2nd time to install blades and repair a spring that had broken. While this machine does not have an hour meter the time that this customer had the machine between 4/20/22 and 6/2/22 is prime mowing season, it is reasonable to believe that there was far more than one-half hour of time on this machine in the 6 weeks the customer had used this machine between Eagle servicing the machine and the spring on the unit breaking. In addition, as stated in the previous response we are unable to predict and/or prevent failures such as bearing failure. 
  2. Our service manager contacted *** ******* several times leaving messages and did not receive a 
  return call until *** ******* had an issue that he needed us to deal with. Most recently we emailed *** ******* (per his request) on 9-2-22 and again 9-21-22 with no response from this 
  customer. 
  3. On 7/12/22 when the customer called us, our Service manager had answered the phone call 
  from our shop phone. He stated to *** ******* that he would call him back. It was about a half hour after that that our service manager returned to his desk and was personally witnessed by other people leaving a message for *** *******. Eagle Power and its employees have integrity and are not in the business of lying. 
  4. On 8/30/22 *** ******* was told that we would hold his equipment until the dispute with the credit card was resolved. *** ******* approved repairs/service work on 2 separate occasions and on 2 separate occasions he disputed the charges causing a chargeback to Eagle Power. We provided a service to this customer with his approval, due to his disputes and chargebacks we as a business are now forced to protect ourselves requiring a signature from him that he will not charge us back again and is aware that the machine is not fixed per his instruction on 7/5/22 that he will not authorize any further repairs. 
  5. We are more than willing to resolve this issue with the customer. In order to do so the 
  customer needs to first respond to our emails and/or phones calls so that we can communicate and secondly he needs to sign something stating that he is aware the unit is being returned to him in non-working condition per his request and that he agrees to the prior credit card charges and will not charge us back again (this statement was sent to him to sign and return via email on 9/2/22 and again 9/21/22). As soon as we have the signed statement back from *** ******* his unit will be returned to him immediately.

  Customer response

  10/07/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I disagree with Eagle Power's statements about their July 12th attempts to contact me. No such message was received from Eagle Power following my telephone contact with them on the morning of July 12th.  If they were unable to reach me by telephone, I had given them my E-mail address and they could have made a follow-up contact via E-mail.I have verified that Eagle Power had my correct telephone number which was on the receipt for maintenance services they performed. At this point, telephone calls are not relevant to resolving this dispute. The facts are these: (1) by telephone call, I verbally rejected Eagle Power's repair estimate of $415.00 after paying them $389 for maintenance and replacement of the tractor blade. (3) At Eagle Power's request, I contacted ***** ***** and asked them to close the second the disputed transaction and asked for a chargeback to my ***** ***** credit card account, which appeared on my August ***** ***** billing statement. Eagle Power has been paid the $389 maintenance charge and therefore, there is no additional charge to dispute. (3) I asked Eagle Power to return my lawn tractor to me by E-mail response on September 2nd, 2022.  I was verbally advised that the cost to return my lawn tractor to me would be $50.00. I advised them that was acceptable and I gave them a ******* *** credit card number by telephone to charge for the return amount. Via E-mail response, I advised them they could leave the returned lawn tractor in my driveway.  (4)Via E-mail on September 2nd 2022, Eagle Power then added a new requirement that I sign a waiver form they enclosed in their E-mail that I would accept the lawn tractor back in un-repaired condition and that I would not contest the matter further (copy attached). (5) I do not agree to this new requirement, and, therefore will not will not sign the attached waiver for the following reasons:  by giving them a credit card number, I implicitly agreed that the lawn tractor would be returned in un-repaired condition. There is no new charge amount from Eagle Power to dispute. I have not seen my lawn tractor in 3 and one-half months (July-October) and until it is returned to me I cannot determine if the lawn tractor is being returned to me in the same condition it left my home. I consider this new requirement that I sign this waiver before my tractor is returned to be blackmail and theft of property. The lawn tractor is my property and I asked that it be returned to me. I agreed to a $50.00 return charge and gave them a credit card number to charge. This waiver demand is unethical and most likely illegal. I will be speaking with an attorney next week in that regard. As a citizen of Pennsylvania, I have every right to contest this matter further in the future for financial or non-financial reasons in Magisterial Court (Pennsylvania small claims court) if I so choose. Eagle Power has no authority to waive away this right. I am willing to agree in writing not to dispute the $50.00 return charge after my lawn tractor is returned to me and I have had an opportunity to examine the condition of the lawn tractor, but NOT before. Therefore, I ask that the Better Business Bureau intervene in this matter by directing Eagle Power to return my lawn tractor to me without conditions attached. If the BBB does not resolve this matter or if my lawn tractor is not returned to me by October 19th, I will file a complaint with the Bureau of Consumer Protection in the Pennsylvania Attorney General's Office of Attorney General and will ask them to mediate this dispute.
  Regards,
  
  ***** *******
  

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