Business ProfileforM & R Power Equipment

Awful business. Terrible experience. Bought BRAND new ****** ISX3300i mower. Stopped running after 18 hours. Dealer refuses to come get it and wants to charge me to haul it - mind you mower cost $18,000. Dealer was also rude and hung up on me after waiting on hold for 25 minutes.

Dear BBB Thank you for bringing this Customers complaint to our attention. We take Customer Satisfaction very seriously and work hard to ensure our Customers know how much we care. In this case, ********************************* called in to our ****** store location on 6/28/24 to discuss repairing his ****** lawnmower which was originally purchased by ***************************** on 10/23/23. ********************************* requested we come out to his property to fix his unit. We explained his machine would need to be brought into the shop to be diagnosed and we gave ****************** our scheduling expectations along with estimated costs for pick-up and delivery fees. ****************** expressed disappointment that we couldn't repair his machine in a more expeditious manner. ****************** asked to speak with our Store Manager who listened generously to his concerns and again shared our scheduling timeframe. ****************** then demanded we drop him off a loaner (like his local ****** dealer does) and repair his unit under warranty. We explained we do not offer loaners, and reiterated there would be a hauling/travel fee and we would not be able to diagnose his unit until the week of July 15th, 2024. Although we would love to be able to meet all Customers expectations, sometimes, despite our best efforts, we are not always able to do so. We stand ready to assist ****************** with any of his service needs and would love the opportunity to regain his confidence in us. Please feel free to call should you have any further questions or concerns.Thank you