Complaints

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a STIHL BR430 blower and the 3-year warranty, of which was included with the purchase of one can of STIHL fuel, on 11/15/2022 for $492.18 at ********** Hardware, ********. The first time I used it, the tube kept popping off, so I brought it back to the store and was told they forgot to put one of the parts on during assembly. The second time I used it, 2/12/2023, after being stored inside my house, it was idling too high. I called the store, and they told me to bring it back, of which I did on 2/13/2023. A week later, with no word, I called and was told that the carburetor was "gummed up" and needs to be rebuilt. At this point, I just want a replacement blower or money back. I was told by the manager, ****, that ***** does not do returns and mentioned a $150 fee if I wanted to do so and/or to contact STIHL. I contacted STIHL and they told me that a return would be dependent upon ACE Hardware's return policy. It was never mentioned by Ace Hardware that the purchase of STIHL products are nonrefundable and/or there would be a fee in doing so. I was contacted by the owner, 02/25, stating a new carburetor will be installed and it will be repaired on 02/27. I went to pick it up on 02/27 and was told it was repaired however, was at the Warwick location. I was then told by a different manager, ****, that they would deliver it to my home the next day, 02/28, of which they did, without a repair slip. I called yet again requesting a copy of receipt. It's 03/14 and have still not received it. I do not trust the diagnosis of "a gummed up" carburetor, that took a week to diagnose, is truly the issue nor if there is anything else wrong with the blower! The blower has been stored inside my home and only STIHL fuel is used in it. There should be no reason for this to have happened to the carburetor in just a couple months. I just want a replacement blower, with 3-year warranty as originally purchased or a full refund w/out any additional charges and they keep the blower.

  Customer response

  03/26/2023

  I have not heard from the business in response to my complaint.

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