ComplaintsforByrnside Hardware

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This unethical business model has led me to believe; this "certified" mower repair shop for my *** ***** ********* Series XT1 model, has created a form of racketeering. Short answer would be; I have been unable to cut a single blade of grass all year due to this business stating my repairs was complete/ready and the last two times of pickup my mower was smoking both times and unable to perform post charges to my debit card. Both times I returned to this establishment I was given no explanation of what was done or wrong with my mower,just to pay any given labor fees on my ticket. As shown on attached documents for points of contact; I last picked up this mower 6/26/23 and drove the hour drive back to the establishment the very next day of 6/27/23. Furthermore; I'm also filing this complaint due to my son Benjamin ******* calling to establishment to voice the concern of the mower not being completed for repair properly but still being charged the labor fees and parts said to have been replaced with no running riding mower to show for it. Upon calling; he stated he was told it "wasn't ready"; with no satisfaction he requested to for the manager of the store for resolve and was told by the manager "sorry the person who first answered the phone was only 16" which seemed odd to hear coming from a "certified' *** ***** repair shop for this region of business. Also he stated the manager told him; they only due the repairs the customers states needs to be done but could provide no information over the phone of what could or needed to be done to properly fix the riding mower, due to having 1 certified repairman for this entire business. Closure of the call he was told she would call him by Monday to give an update on repair notes or what's needed to be done but no contact was ever made and completely failed to follow up. As I submitting this for todays date 7/3/23 the mower is still in the shop and I am now requesting a refund for all charges to my account for resolve.

  Business response

  07/12/2023

  March 23, 2023
  Brought mower in leaking oil.
  We had to remove engine to replace lower crank shaft seal. Replaced oil.
  

  March 31, 2023
  Brought mower in. Mower was getting gas in oil. Replaced fuel solenoid which usually keeps gas from getting into oil. Owner said mower had been rolled. Left mower here until June 23, 2023. Mower was started and loaded on owners trailer, Was not leaking oil.
  

  June 27, 2023
  Owner returned with mower. Engine had gas in oil and gas had caused permatex gasket between 2 halves of motor case to leak. We had mower for weeks and it had not leaked oil. However, we had to take engine off and split and redo gasket. During this time it was determined that the carb was leaking gas. Mower needs a new carb. Owner said he thought someone was stealing gas but It was actually leaking through the carb.

  We have tried to reach the owner but have been unsuccessful. Willing to try to work out some reduction in charges but nothing will get better without a new carb. We would not rebuild his without owner ok because new parts with old parts don't always work. Our policy is to replace with new.
  

  
  

  Customer response

  07/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  To whom will review this case; I drove to the business to pick up my property or check for a resolve on 7/14/23 due to receiving no call contact to the cell phone number provided in the case. After arriving, I spoke to the owner of this company and in no way was a refund resolve offered but yet a new ticket for new charges that didn't exist prior to this case; which was baffling. The reason of this case was for a refund request; no prior work ticket sent in this case, shows any concern or mention of a carburetor to be the issue of why my *** ***** wasn't running nor why it was released to me in non-working condition on all notifications from this company it was ready and working. Clearly this company has no regard for customer service; with the owner telling me not to bring the mower back after I told him I would like to take my property home and not pay more money for services never completed. In closing this unethical businesses resolve was to provide me a *rework ticket (that shows no oil/front smoking) which was common sense considering the last 3 service order tickets shows it was brought back due to leaking oil and the company telling me "it wasn't smoking when it left", yet I brought it back the same day. My *** ***** was not leaking oil and gas when released to this company and If anything this *rework ticket attached shows my unsatisfaction of this company in proving that never got the job done the first time but continued to take my money and string me along to drive my full-size ****** truck back in forth with no reimbursement. 
  
  Regards,
  Leonardo *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩