ComplaintsforSequoyah Lawn Equipment Co., LLC

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/27/20, my father, ******* *********, purchased a new *** ***** XT3 GSX mower, which was delivered to his home by the business on 6/30/20. Despite following all recommended maintenance instructions, the engine ceased functioning. As it was under warranty, my father contacted the company on 4/27/22 and they retrieved it for repair. We were informed it was irreparable, and the engine would need to be replaced; however, due to the engine no longer being manufactured they would work with the manufacturer and *** ***** on resolution. This was the beginning of a two-year ordeal during which the company failed to provide updates unless we initiated contact, repeatedly assuring us that a resolution was imminent. Throughout this time, we made numerous documented phone calls and in-person visits, seeking information. On 3/30/24, we were informed that the mower currently in their possession, claimed to be my father’s, is registered under a different name. The store has provided no explanation for the whereabouts of his original mower or the status of the replacement/refund. Promises to resolve the issue and provide updates within specified timeframes were made and broken, with the most recent promise to return our call within an hour remaining unfulfilled for more than two weeks. This ongoing issue has forced my parents to incur substantial additional costs, as they have had to pay for lawn mowing services during the time their mower has been unavailable. The lack of communication and accountability has caused significant inconvenience and financial strain. We appreciate your attention to this serious matter and assistance in achieving a satisfactory resolution.

  Customer response

  04/18/2024

  Hello,

  Thank you for your reponse. I have attached a signed document granting permission for me to represent my father. Also, it appears that there was a system error, as a line was cut off from my original statement when I reviewed the claim. I have reposted the response that I previously entered below in it's entirety. 

  On 6/27/20, my father, ******* *********, purchased a new *** ***** XT3 GSX mower, which was delivered to his home by the business on 6/30/20. Despite following all recommended maintenance instructions, the engine ceased functioning. As it was under warranty, my father contacted the company on 4/27/22 and they retrieved it for repair. We were informed it was irreparable, and the engine would need to be replaced; however, due to the engine no longer being manufactured they would work with the manufacturer and *** ***** on resolution. This was the beginning of a two-year ordeal during which the company failed to provide updates unless we initiated contact, repeatedly assuring us that a resolution was imminent.
  Throughout this time, we made numerous documented phone calls and in-person visits, seeking information. On 3/30/24, we were informed that the mower currently in their possession, claimed to be my father’s, is registered under a different name. The store has provided no explanation for the whereabouts of his original mower or the status of the replacement/refund. Promises to resolve the issue and provide updates within specified timeframes were made and broken, with the most recent promise to return our call within an hour remaining unfulfilled for more than two weeks.
  This ongoing issue has forced my parents to incur substantial additional costs, as they have had to pay for lawn mowing services during the time their mower has been unavailable. The lack of communication and accountability has caused significant inconvenience and financial strain.
  We appreciate your attention to this serious matter and assistance in achieving a satisfactory resolution.

  Business response

  04/30/2024

  Attached is the response.

  Sequoyah Lawn Equipment (“SLE”) has reviewed the above-referenced Complaint filed by
  Ms. ******. The allegations in the Complaint are not correct. This response explains what
  actually happened and why SLE has not committed any wrongful act.
  
  On June 27, 2020, Mr. ********* purchased the subject *** ***** mower from SLE. On
  April 27, 2022, Mr. ********* contacted SLE and told SLE that his *** ***** lawn
  mower was not running properly. He said the engine RPMs were running higher than
  normal and that the engine was making a “pop” sound. Mr. ********* asked for SLE to
  repair the mower. At Mr. *********** request, SLE picked up the mower from his home.
  When SLE picked up the mower, SLE provided Mr. ********* with a copy of the signed
  service ticket. The service ticket contains the information needed for the Service Technician
  to evaluate the machine for a diagnosis.
  
  SLE brought the mower back to its shop for inspection. To this date, customer has not been
  billed for the inspection or for transportation of the mower to the shop. SLE’s Service
  Technician searched SLE’s database for previous service records but found none. The
  Service Technician inspected the mower and found that the air filter was completely
  clogged. The air filter was in such disrepair that it had started to disintegrate, and pieces of
  the filter had started to be ingested into the engine.
  
  It is the owner’s responsibility to properly maintain and service mowers like this one,
  including replacing the air filter at periodic intervals. This responsibility is typically
  mentioned in the owner’s manual. Damage that results from lack of this periodic service is
  typically not covered by the manufacturer’s warranty.
  
  On May 19, 2022, SLE called Mr. *********. SLE explained the problem with the air
  filter and that the cost of repairing the engine would most likely not be covered by any
  manufacturer’s warranty. Mr. ********* said that he regularly cleaned the filter with an
  air hose. We informed him that this was not advisable because the pressure from an air
  hose can damage the paper filter. Even if what Mr. ********* said is true, it was clear
  from our inspection that the air filter was clogged and had not been cleaned or replaced in
  some time.
  
  1
  
  Mr. ********* asked SLE to investigate whether the cost of repair could be covered by any
  warranty.1 ****** is the manufacturer of the engine. We contacted ****** on Mr.
  *********** behalf and explained the situation. ****** said lack of maintenance is not
  covered by their warranty and denied the claim. This information was communicated to
  Mr. ********* and the SLE technician. From May 2022 until March 2024, SLE has had
  no further communications with Mr. *********.
  
  In March 2023, Mr. *********** son-in-law came to SLE’s shop and inquired about the
  mower. We explained to his son-in-law that it is the owner’s responsibility to maintain the
  air filter and other components and that ****** would not cover the cost of repairing the
  damage caused by the clogged filter. He told the Service Technician that they cleaned the
  filter regularly and that he couldn’t believe it even after being shown the filter in question.
  We asked the son-in-law what he wanted SLE to do about the mower. He said that the
  mower should be covered under warranty. That was the last communication SLE had with
  anyone about this lawn mower until March 2024.
  
  Mr. *********** lawn mower has been at SLE’s shop for now over two years, and it
  remains there today. Neither Mr. ********* nor anyone else has instructed us to repair it
  or do anything else with it. If Mr. ********* wants his mower back, he is free to take it
  back at any time. We understand that he is disappointed that ****** denied his request that
  ****** pay for the repair. But that is an issue between Mr. ********* and ******. SLE
  stands ready to repair the mower, if that is what Mr. ********* wants.
  
  We understand that Ms. ****** is asking SLE for a “refund” for the amount paid for the
  mower or other reimbursement. It is not clear to us what she means because the mower was
  heavily used for 2 years and not maintained. There is nothing to refund or reimburse. And
  it must not be overlooked that SLE has been storing Mr. *********** mower free of charge
  for now more than two years.
  
  SLE understands the frustration and disappointment that Mr. ********* and Ms. ******
  must feel about this situation. But SLE has done nothing wrong. SLE is hopeful that an
  amicable resolution can be reached, and SLE is willing to work with the BBB, Ms. ******,
  and Mr. ********* to do so.
  
  1 All warranties on machines purchased at SLE are covered by a warranty provided by the manufacturer of the
  equipment purchased. SLE does not provide any type of warranty for any piece of equipment purchased
  through them. SLE provides sales and service for the manufacturer.
  
  2

  Customer response

  05/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The information provided is not accurate, and a false reflection of the communication we have received from SLE.  Additionally, SLE's statement misrepresents our communication with them. They stated that there were no communication attempts between March 2023 and March 2024. Below is an account of the documented communication, including the five encounters during the time frame they claim there was no attempted communication by the customer, beginning with the in-person visit in which **** ******* informed my mother and my husband that they were working on a full refund. Each of these encounters are well documented and we are happy to discuss any or all in further detail. Furthermore, there was no mention of the fact that they no longer have our mower in their possession, and the mower they claim to be ours is registered to a completely different individual with a different serial number that does not match the serial number clearly identified on the paperwork received by my father at purchase of the mower and on the paperwork he signed when they retreived the damaged mower from his home. We ask that they follow through with their commitment to make this right and provide the refund that we have been advised was being worked on for the past year, especially in light of the fact that they no longer have our mower in their possession and cannot account for where it is. My mother has spent approximately $10,000 having her lawn mowed while waiting for a resolution that has been continually promised and not delievered for two years.

  6/27/20- Purchased mower *** ***** Xt3 GSX
  Serial number: ***********
  Model number: ***********
  Received on 6/30/20

  4/27/22- Customer contacted SLE due to engine failure. SLE picked up mower from customer’s house, taking it to their shop, and provided paperwork showing that they received the mower with Serial number ***********.
  

  5/19/22- SLE advised that they contacted customer, stating the engine was irreparable and would need to be replaced, but the engine is currently unavailable.
  Undocumented date- Customer went to SLE to follow up, as this was referenced in a later call with son-in-law. SLE stated to the sone-in-law that “he [customer] came in with his little file” and showed them the paperwork.
  

  5/22/22- Son-in-law called SLE. They advised the air filter was so dirty that it was sucked into the engine and would likely not be covered under warranty; however, they would continue to work with the manufacturer to find a new engine. Son-in-law also called *** ***** to discuss that mower and filter were well within the maintenance and inspection schedule and challenged denial of this claim. Cub stated they would reach out to SLE.
  

  7/11/22- Customer’s wife called SLE. They advised they still had no replacement engine and would be back in touch.
  

  2/7/23- Customer’s wife called SLE. They stated they are still working on getting a motor and have a text sent weekly and haven’t heard anything yet. Will keep working on it and will call back.
  

  4/4/23- Son-in-law and customer’s wife went to SLE, met with **** *******, he advised that “they are actually working on getting you a complete refund for the mower right now. We finally got ****** to admit they no longer make that engine.” He stated that they are working with *** ***** and that a rep looked at it the previous Saturday. He said he was hoping “to have an answer by weeks end” and would contact customer’s wife.
  

  4/13/23- Son-in-law called SLE to follow up on status of refund. They advised there is no resolution yet, but still working on it.
  

  5/4/23- Son-in-law called SLE to follow up on status of refund. They advised there is no resolution yet, but still working on it.
  

  12/29/23- Son-in-law went to SLE to follow up on status of refund. **** said he had been talking with Cub rep and was staying on top of it, but it was taking a long time. He is also working with the tech at Cub named ****, who is pushing for cutting a check for the mower. He stated they would be in touch with an update.
  

  8/7/23- Son-in-law called SLE to follow up on status of refund. They advised there is no resolution yet, but still working on it.
  

  3/30/24- Son-in-law and customer’s daughter went to SLE to follow up on the status of the refund due to no follow up communication from SLE. **** repeatedly stated he couldn’t believe no one had called us. He informed us that he discovered the mower they have is registered to **** ******** of Ooltewah and has serial number ***********, which was purchased in 2019. He had no explanation for this and was not able to produce our mower or explain what happened to it. Son-in-law asked directly if SLE would give them their money back for their mower and **** said they would make it right and assured he would be in touch Monday morning.
  

  4/3/24- Since **** did not follow through with his call, as promised, the son-in-law called to follow up. **** stated he had not had a chance to talk to the person he needed to speak with and would make some phone calls and call back in one hour. **** never called back and no communication has resulted since this date. 
  

  We look forward to a resolution on this matter. Thank you for your time and assistance. 

  
  Sincerely,
  
  **** ******

  Business response

  05/07/2024

  Attached is SLE's response.  We truly hope this resolves this issue.  

  Thank you

  Sequoyah Lawn Equipment (“SLE”) responds to the newest response with the below:
  *** ***** is the manufacturer of the mower and ****** is the manufacturer of the engine.
  We contacted ****** on Mr. *********** behalf and explained the situation as well as the
  state of the engine. ****** said lack of maintenance is not covered by their warranty and
  denied the claim. This information was communicated to Ms. ********* by the SLE
  technician.
  As stated in the previous response, all warranties on machines purchased at SLE are
  covered by a warranty provided by the manufacturer of the equipment purchased. SLE
  does not and has never provided any type of warranty for any piece of equipment
  purchased through them. SLE provides sales and service for the manufacturer.
  SLE suggests that Ms. ****** on behalf of her father, Mr. *********, needs to file her
  complaint with *** ***** and ******. SLE is only a sales and service agent for the two
  aforementioned manufacturers.
  We are attaching a link to the warranty for the motor that is in question.
  ********************************************

  Customer response

  05/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  We ask that SLE respond to the following questions/requests: 

  1. Do you have my father’s mower, registered in his name, with serial number *********** in your possession?

  
  2. In an effort to communicate with *** *****, per your suggestion, please provide the following information:
       - Full name and contact information for the local *** ***** Representative that SLE has been working with regarding this matter.
       - Full name and contact information for the *** ***** Technician that SLE has been working with regarding this matter. (We were advised by **** that his             first name is ****)

  
  3. Please provide all documentation regarding this case, both written and photographic. 
  
  Sincerely,
  
  **** ******

  Business response

  05/21/2024

  Good morning.  SLE would like to submit the attached response to Ms. ******'s continued complaint.  We would like to point out that SLE is only a sales/service agent and does not provide any type of warranty.  Also, SLE only picked up the tractor part of the lawn mower, the deck is still in the possession of Ms. ******s' father.  The serial numbers on the two separate pieces of the machine are matched to each other.  This will prove that the machine at SLE is in fact the same machine that was picked up from Mr. ********* over 2 years ago.
  
  
  Thank you,
  
  **** ******

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