ComplaintsforUnited AG & Turf

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought brand new john Deere S100 ridding mower on 4/17/22 the belt snap on 5/6/22 I took it in for the warranty work. They tell my I have to pay the $160 to get it fix because a plastic bag got caught underneath, it cause the belt to break. I've be mowing all my life. Things get caught under lawn mowers, you clear the debris and keep mowing. This is a $2099 lawn tractor with more hp and my warranty is void because a plastic bag got caught. This seam to me a way for them to not honor the warranty. I find the same practice with other company too ( like SONY). They have you to go to their service centers and they find a way to blame the customer and not honor their warranty. I want to be reimburse the $160 or they can take the mower back.

  Business response

  07/20/2022

  Business Response /* (1000, 7, 2022/06/07) */ Per John Deere's warranty administration manual as well is in the customers owners manual, please read bullet point #7 below. John Deere does not cover damages caused by the customer under warranty, but it does in deed cover all manufactures defects. This is not specific to United Ag & Turf. this unit was purchased by Lowes. Mr. ******* ran over a large black trash bag and it got tangled around the blades and spindles in return caused the blades to freeze up and stop turning in return caused the belt to break. Our service department called Mr. ******* and explained to him what caused the belt to snap. "called and spoke with the customer and informed him of what was found and why the deck belt snapped. I also explained to him that belt, fuel, and tire related issues are not covered by John Deere warranty. He then proceeded to tell me he didn't under stand how a trash bag can cause this issue but move forward with the repair because he needed his unit back asap and agreed to pay for the repair" as noted on the customers invoice 5-20-2022. We removed the large trash bag from under the deck, installed a new belt and the blades work as they should. Per John Deere's warranty administration manual as well is in the customers owners manual, please read bullet point #7 below. John Deere does not cover damages caused by the customer under warranty, but it does in deed cover all manufactures defects. This is not specific to United Ag & Turf. this unit was purchased by Lowes. Mr. ******* ran over a large black trash bag and it got tangled around the blades and spindles in return caused the blades to freeze up and stop turning in return caused the belt to break. Our service department called Mr. ******* and explained to him what caused the belt to snap. "called and spoke with the customer and informed him of what was found and why the deck belt snapped. I also explained to him that belt, fuel, and tire related issues are not covered by John Deere warranty. He then proceeded to tell me he didn't under stand how a trash bag can cause this issue but move forward with the repair because he needed his unit back asap" as noted on the customers invoice 5-20-2022. We removed the large trash bag from under the deck, installed a new belt and the blades work as they should. United Ag & Turf is open to resolve and provide resolutions to customers at any time. For instance trading the customer up to a heavier duty unit, consulting customers in how to keep their equipment in tip top shape as well as good operator practices to keep instances like this from happening. I have attached a copy of the customers invoice for reference. Thanks Joe 60.60 Items Not Covered, by Warranty Warranty does not cover the following items: 1. Shortages or shipping damages. Handle all shipping damage and shortages according to guidelines for your area. Check with your Complete Goods or Parts Depot for procedures. 2. Removal of the protective coating used, by some factories for winter shipments. 3. Repair of paint that has deteriorated from outdoor storage. 4. "Topping off" fluids when fluid levels fall in the range between low and full. Claims for adding fluids during pre- delivery inspection are considered when fluid levels are below the "add" mark. The fluid used is the failure part and the replacement part. Fluids must be measured according to the procedure described in the Operator Manual. Factory, fill specifications target the operating range between "add" and "full", and variations exist depending on machine tire sizes and other factors. 5. Crop or other property damage or loss of use of equipment. 6. Failures caused, by the use of fuel additives, or fuel which does not meet specification. 7. Damage caused, by foreign objects impacted or ingested during operation. 8. Weathering, wear, or deterioration from age or storage. 9. Service parts and spare parts, other than genuine John Deere parts, installed for maintenance and repair. 10. Damages resulting from services, other than normal maintenance work, performed, by someone other than the John Deere Distributor or any other authorized John Deere Dealer. 11. Service ADVISORTM Remote connection charges. The customer is responsible for reimbursing the Dealer for the following costs, which the Company does not reimburse, unless required by law: 1. Technician time and service vehicle travel cost between dealership and site. 2. Transporting equipment to and from the place where the warranty work is performed. 3. Overtime labor premiums when requested, by the customer. 60.60 Items Not Covered, by Warranty Warranty does not cover the following items: 1. Shortages or shipping damages. Handle all shipping damage and shortages according to guidelines for your area. Check with your Complete Goods or Parts Depot for procedures. 2. Removal of the protective coating used, by some factories for winter shipments. 3. Repair of paint that has deteriorated from outdoor storage. 4. "Topping off" fluids when fluid levels fall in the range between low and full. Claims for adding fluids during pre- delivery inspection are considered when fluid levels are below the "add" mark. The fluid used is the failure part and the replacement part. Fluids must be measured according to the procedure described in the Operator Manual. Factory, fill specifications target the operating range between "add" and "full", and variations exist depending on machine tire sizes and other factors. 5. Crop or other property damage or loss of use of equipment. 6. Failures caused, by the use of fuel additives, or fuel which does not meet specification. 7. Damage caused, by foreign objects impacted or ingested during operation. 8. Weathering, wear, or deterioration from age or storage. 9. Service parts and spare parts, other than genuine John Deere parts, installed for maintenance and repair. 10. Damages resulting from services, other than normal maintenance work, performed, by someone other than the John Deere Distributor or any other authorized John Deere Dealer. 11. Service ADVISORTM Remote connection charges. The customer is responsible for reimbursing the Dealer for the following costs, which the Company does not reimburse, unless required by law: 1. Technician time and service vehicle travel cost between dealership and site. 2. Transporting equipment to and from the place where the warranty work is performed. 3. Overtime labor premiums when requested, by the customer.

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