ComplaintsforNorthland Lawn Sport & Equipment
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Complaint Details
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Initial Complaint
12/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had them pick up my tractor on or around 06-26-22 for repair and maintenance. Never heard from them for a month so I called. They told me havent even looked at it and they need to come up with parts list. Month two still havent looked at it,so I called regional manger and finally that got ball rolling. After talking to me.hunter they came up with parts list. I called a month later I was told they still working on parts list. I stopped in to see how things were progressing and got rude service help. I asked the new service guy how much we were up to for price he stated $5600! Come to find out one of workers stayed punched in over the weekend on my tractor. Later I called the operation manger and stated my complaint which prompted them to call me and say my tractor was done. Went to check on tractor and they were not finished because the cylinder for my bucket had not been installed. I was told it needed to go to a specialist to get it to work with bucket properly. I was told a week it was a month again. Finally I was finished so I went in to tell them stop whatever they were doing and *************** to my house. Low and behold it was finished! So I was enthusiastic and asked when they could deliver it. I was told my the weekend. Got a call a day later it was leaking and they had to order part. Got a call several days later that it was just a loose nut. I was then asked to call me in on Saturday the 10th of December to sign financial papers. Asked what damage was it went **** to ***************************************************************************** price. I was promised it would be on the Monday of the 12of December. As I sit here on the 12th no tractor. Now I have lost revenue over the summer of harvesting wood on some property to sale as fire wood. Now the wood sits rotting on the ground Around 20 cords of wood. I also have had to delay projects around my properties because of this.Business response
01/06/2023
My name is *********************** and I am the General Manager of Northlands ************, ** location. I have met with the members on my staff that interacted with the customer and the following is everything I have been able to learn about the situation.
As a preliminary matter, please know that Northland takes customer service seriously and works hard every day to provide our customers with a good experience. We do our best to communicate with customers, especially around more difficult repairs and delays that are out of our control due to parts availability or manufacturing issues. We regret this particular customers perception of a negative experience and would welcome the opportunity to repair any relationship to the extent we are able.
Our Service Manager in ************, ** recalled interacting with this customer. He brought his **** 8n tractor in for repairs the week of 6-27-22. Due to the age of the tractor and industry-wide supply chain issues, finding parts was difficult. Additionally, the initial parts order we placed was incorrect, due to the tractor having non-standard modifications (not factory equipment). The correct parts were ordered, but due to the age and modifications made to the tractor it required aftermarket customization and specialized repairs. The customer checked on his tractor multiple times in person and by phone. Our Service Manager communicated updates on pricing and timelines through multiple phone calls with him. During these conversations, the customer was cordial and stated he was not in a hurry to receive the completed tractor. On the week of 12-5-22, when the tractor was scheduled to be delivered, we noticed a fluid like substance under the tractor. The leak was fixed after tightening the drain plug to spec.
The total bill required amending due to missing invoice from the customer requesting ballast to be installed in the tractor tires. Our Service Manager explained to the customer the reason for the billing increase prior to his signing paperwork. On 12-13-22, the customer called as the tractor was on the trailer being delivered. The customer asked where it was being delivered and we noted the address on file. The customer then used profane words and hung up. That was the last conversation we had with the customer. The tractor was delivered to the address we had on file that day.
Again, we would welcome the opportunity to work with the customer to address any other concerns he may have. We would also welcome any questions you might have about this matter.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.