ComplaintsforGeorgetown Outdoor Power
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Complaint Details
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Initial Complaint
09/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dear BBB,I bought a 3 Year Protection Plan from ********** for my Cub Cadet ZT1 50 Zero Turn Mower. I filed a repair with the 3 year protection plan on 6/8/22. I've attached the proof of purchase, my 3 year warranty, and email to Georgetown Outdoor Power.Georgetown Power picked up my mower around 6/15/22. I would call EVERY WEEK and ask them when it is ready. They said that it will be coming up soon. Today is 9/5/22 and they still have my mower. It is almost 3 months now.When I finally spoke to the owner 2 weeks ago (over 2 months from the initial pick up date), she informed that my mower repair *** not be covered by my ********** 3 year protection plan. She said she will look into this more since the belt and the pin fell off the tractor. Why does it take 2.5 months to let me know that my tractor that is kept against my will at Georgetown Power will not be covered by ********** Protection plan? This is just terrible business and customer ************************ call several days ago (2 weeks from when I spoke to the owner). I inquire about my mower again. A gentleman tells me, "I am the grandson of the owner and this is how long it takes to get things repaired around here. I suggest you call the ********** warranty to see if you repair is covered."I am not certain why I have to call ********** warranty to see if my repair is covered almost 3 months after I have in goodwill submitted my mower under warranty to Georgetown Outdoor Power. It is not my responsibility to call. Additionally, 3 months is an absurd amount of time to not even get this mower repaired and sent back to me. It is still under the possession of Georgetown Outdoor Power. They will not deliver it back to me. My repair is not covered? Why does it take over 3 months.This is the most unprofessional experience ever. This company should be ashamed of itself and make it right.Please assist in getting my mower back to me and this warranty covered. Now they want me to call ********** Warranty ?Thanks.Business response
10/21/2022
Well, I looked up customer in the system. This customer was unhappy due to MFG warranty not covering his repair on his lawn equipment. We just do the work. We have no control over if they are going to cover a unit under warranty. MFG or any warranty provider only covers manufacture defects of their products. Normal wear and tear of units is not covered by anyone. Along with fuel related issues or customer neglect. We feel this customer is reaching out to the wrong persons on this.
Thank you,
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.