ComplaintsforHill's Power Pro, Inc.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my lawn mower serviced less than 30 days from that date the belt slipped off of the pulleys. Belt is useless. Should have been replaced by dealer. Dealer says operator error.

  Business response

  10/19/2022

  Hello, Looking into this matter this is what I found. We picked up the mower and brought it in for repair. This is the information from the service ticket:
  "Service Required
  SMOKE COMING FROM MOWER WHEN PTO IS ON
  Service Performed
  FOUND ALL DECK IDLERS BAD REPLACED,REPLACE DECK BELT, IT WAS BAD AND ALSO REPLACED DRIVE BELT UNIT TESTED OK"
  We delivered it back to her on Aug 3.
  
  According to the complaint notes it shows this information:
  "08/15/2022 web BBBCase Received by BBB
  08/18/2022 CCEBBBAB Complaint Reviewed by BBB Operator
  08/18/2022 ***************** Acknowledgement to Consumer
  08/18/2022 OttoEMAILInform AB of Complaint
  08/29/2022 OttOBBBNo response to first notice to member
  08/29/2022 OttOMAILConsumer - Have you heard from the company?
  08/29/2022 OttOEMAILSecond Notice to Member Business
  09/09/2022 OttOBBBNo Response received from Business on 2nd Notice
  10/18/2022 JDMEMAILInform Business of Complaint."
  However, today when I received this email was the first time we have been made aware that there was an issue. So, as soon as I get done with this response, I have to reach out to the BBB and find out why today is the first notification that I have received from them. Also, I talked to each of our employees. I found that the pickup and delivery driver had called her to arrange when he was delivering the mower back to her so she had his personal phone number. He told me he did get a text from her but it was on a Sunday (Aug14) when we were closed and he forgot to notify the service department about it the next time he was at work. All employees have just been notified of how extremely important communication is now and I am very sorry that we weren't notified so that we could reach out to help get this issue resolved. I do not understand why, to this day she hasn't called the original number that she called to the store, instead of the pick up and delivery driver, and said something so we could address this. We reached out to her today by phone but we got her voice mail. We are waiting on her return call to see if we can help her in anyway. We strive to provide excellent customer service and hopefully we can help get this matter resolved.
  

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