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Complaint Details
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Initial Complaint
07/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a brand new ***** lawnmower and after 7 uses, the left rear wheel came loose. The axle was pressed into a metal plate and it didnt hold. I called Issaquah Honda Kubota and asked them to replace it with a new one mower. They said there was a 7 return policy and I would have to have it fixed by their service department. I told them that I was not happy with the one I got and I wanted a new one. After reviewing my receipt, there is no mention of any return policy. When I called the owner, he said it was in the ***** brochure. I looked in the brochure and there is no mention of a return policy. I had to call my credit card company and they are handling the issue. I thought it was illegal to give out receipts without a companys return policy on it.Business response
07/30/2024
Good Morning,
Unfortunately, we have to follow all manufacturer guidelines for returns. It is STIHL's policy that we can no longer return a unit after 14 days of the purchase. Please see ***************************************************************************************************************************. Because the unit was purchased in May and the customer wanted to return it in July, and because the product had been used, we were not able to complete a return. We did, however, offer multiple times to bring the unit in on a warranty claim and do the service that the unit needed. STIHL offers a great warranty and it would have covered most, if not all, of the repairs. The customer declined the multiple offers to remedy the situation.
*******************
Finance Manager
Issaquah Honda KubotaCustomer response
07/30/2024
Complaint: 21994821
I am rejecting this response because: They are lying! I was originally told the return policy was 7 days and now theyre saying 14 days. I was never given anything in writing regarding this so called return policy. Isnt that illegal?
Sincerely,
***********************
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Contact Information
Business hours
Today,9:00 AM - 3:00 PM
MMonday | 8:00 AM - 5:00 PM |
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TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
SaSaturday | 9:00 AM - 3:00 PM |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.