ComplaintsforWest Central Equipment

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a garden tractor at West Central Equipment in New Alexandria in 2010. I have had the tractor serviced regularly at that location since the purchase. This year, I sent the tractor in for annual service. I requested the BASIC service. I was contacted by Melissa at West Central Equipment on Thursday 4/11/2024. At that time, I was told the tractor needed a part for the transmission. I inquired about the cost of the part and labor, and was told the part was approximately $57 + labor to install. I agreed to the cost of replacing that part only. On 04/15/2024 Melissa again contacted me for payment since the service for the tractor was complete. Before providing payment information I asked what the total cost was, and was told the total cost was $674.17. I asked why the cost seemed to be high, and was told that was the cost for pickup and delivery, the part and labor for the transmission, and PREMIUM service. I explained that I never requested premium service, and had only requested basic service. Melissa said she would have to speak with her supervisor who was in a meeting and call me back. No one returned my call. I called on 04/16/2024 and asked again about the billing, and Melissa at that time stated that when she called me on 04/11/2024 she quoted me the total cost at that time, which is not true. The only cost discussed on 04/11/2024 was the cost of the part and labor for the transmission. She insisted that she had given me the total at that time, and alleged that I was making excuses to avoid paying for the premium service. I have done business with this company for 14 years without having trouble previously, but I will never do business with them again. I would advise anyone doing business with them to get all costs IN WRITING ahead of time, otherwise you may be charged for something you didn't ask for or agree to.

  Business response

  04/18/2024

  Grant S*****, New Alexandria store manager, contacted the customer.  He apologized for the confusion and misunderstanding from our service department.  Grant offered a refund for the difference between the premium and basic services along with a $100 gift card.  The customer accepted the refund but declined the gift card.  Grant acknowledged the situation and expressed appreciation for the customer's continued business and assured him better communication in the future.

  Customer response

  04/23/2024

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a new garden tractor from west central in butler pa. Had a deck put on due to my negligence.
  However this year i pur T the new deck on . The blades.hot the deck. They r Told me again it was my
  fault. I could not ajust rhe deck. So they said i needec a new deck. I said no. Brandy the service
  manager was rude told me it was my fault. Told her no. I called the manager he told me to call corp
  john deere. I did. They called me and made up an exscuse that i had too many hours on it. I use this
  tractor to haul mulch wood etc not just to mow. No on one has called me back. I want 1300.00 because
  they did not put the correct deck on. Now it looks like i have a correct deck horrible people esp brandy.
  They do do not want to take care of their customers. Its been over 5 weeks crickets.

  Business response

  09/07/2023

  After speaking with the Service manager at our Butler location and review the repair orders on the customer's mower.  It appears that Mr. ****** is using his lawn tractor for more than just mowing and above the normal use of a Lawn Tractor.  He has damaged his mower deck twice, as to which we had nothing to do, but more on how he has been mowing.  His complaint of the mower deck being different, the part number for both mower decks is the same, though John Deere has changed the mower deck color from yellow to green.  This could be the reason why he believes he had a different mower deck put on his mower.  We did try to appease Mr. ****** after his second deck repair by not charging him for the pick up and delivery back of his mower.  I do not see any reason why we should refund the customer any more for damages caused by him mowing.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took a John Deere 2025r tractor up to them was told fuel lines were bad. They replaced 3 fuel lines and a fuel solenoid that they said was bad and charged me 464.51 dollars. They had the tractor for nearly 2 weeks. The fuel lines can be purchased at tractor supply for 15.00 dollars and looks like a five minute job. The tractor has 270 hrs on it and still has a warranty but every time I take it to them for something being broke I get the same response “that’s not covered under warranty.” There warranty is corrupt as so is there business. Can’t treat your customers like that an expect them to come back. Consumers beware their warranty doesn’t cover anything they will always have an excuse. I already took the nearly 500.00 as a lost just trying to inform people of their fraudulent activity.

  Business response

  07/05/2022

  Good afternoon,

  The machine that *** ***** purchased was done so on April 14, 2017 and it has a 2 year warranty that expired April 15, 2019, clearly over 3 years ago.

  The parts for his machine to repair it are form fitted and not obtainable at Tractor Supply for $15.00.

  It came in for what was described by the customer as a coolant leak, what was found leaking were 4 different cloth covered fuel lines and not coolant lines which were replaced along with clamps. while warming up the tractor to make sure there were no more leaks the fuel shut off malfunctioned, which was unknowingly fuel of fuel from the leaking lines and so it was also replaced.

  Labor was charged for the replacement of the fuel lines, cleanup and PTO diagnosing and not on the fuel shut off in order to keep the cost down as much as we can and maintain our business.

  The customer came in a paid the bill without any complaints.

  If you need proof of the expired warranty let me know and I will send it to you.

  Hope this clears up any issues.

  Thanks

  *** ****

   

   

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