ComplaintsforSaunders Small Engine Repair Shop

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 20, 2022 I took my Craftsman Lawn Mower in for repair. The equipment was purchased in November 2021 and still under warranty. I explained that the mower would not start and if there they would check to see if the problem was covered. I was told that they were running behind and it may take up to 3 weeks before they could look at it. I agreed because they were one of the few companies listed in Louisville that dealt with Craftsman warranties. On May 12, 2022 Saunders called to say that the they found a rod broken and no oil in the engine, they advised it was not under warranty because there was "no oil on the dipstick", and could not be repaired. I was told to pick up the lawn mower and there would be a charge of $37.50 for labor. The complaint is: They claimed that there was no oil in the mower. They took it for granted, without contacting me, that no oil was put in the mower, apparently assuming that I did not know how to properly operate a type of equipment that I have been using over 40 years. The equipment had sat for 3 weeks which could have allowed for the oil to dry up or dissolve. This incorrect information was give to the warranty company causing any claim to be denied to have the mower replaced. I believe that Saunders Small Engine Repair company acted negligently and falsely accused me of not properly taking care of the Craftsman lawn mower. Causing me the loss in damages for the cost of the lawn mower equaling $285.99 plus $37.50 labor, a total of $323.49 of which I want paid in full.

  Business response

  07/21/2022

  Ms ******* brought her Craftsman push mower in on 4/20/2022.  Her complaint was the unit did not start.  We checked the oil level on the day she brought the unit in.  There was no signs of oil on the oil dipstick that day.

       At that time we were about 3 weeks turn around time.  Oil will not dry up or dissolve in 3 to 4 weeks inside the engine.  When her time came up, we checked the engine for heat damage, because there was no signs of oil on the dipstck.  We also found the rod was broken in the engine.  We contacted the customer on 5/12/2022 with our findings. 

        The cause of heat damage to the engine and the rod breaking is due to the engine running without enough lubrication.  This problem would not be covered under warranty with any Manufacturer. The oil dipstick measures the oil inside the engine.  When there is no signs of oil on the dipstick, there is very little or no oil inside the engine.  Even if the oil dipstick shows oil, once the damage has been done, adding oil would not change the facts.  At one time the engine was ran with out enough lubrication.

   

  We do not falsely accuse any customer of neglect.  The engine will tell the story.

   

  Due to the damage to the engine, the equipment will need a new or engine.  The cost of this would be almost the cost of a new mower.

        We did not contact the Warranty Company. If Ms ******* would like to contact the Manufacture and file a complaint.  We would be glad to furnish her with the contact information. Or we would be glad to contact them for her.  If she wants us, to contact the Manufacturer, we will need the equipment here.

          They will require the engine to be completely disassembled and pictures sent to them of any damage.  The cost to disassemble the engine is $65.00 up front.  If the Manufacturer determines a new engine would be replaced under warranty.  We would gladly reimburse the customer the $65.00 plus the $37.50 she paid when she picked up the equipment.   If the Manufacturer determines that the damage was caused by the customer.  We would keep the $65.00 for labor. and the customer could pick up the equipment, but the engine would not be reassembled. 

         Sometimes the Manufacturer requires the engine to be shipped to them for further examination. This would be at the customer's cost, up front.  The engine would not be shipped back.  Warranty or not.  If warranty, I will try to get the cost of the shipping reimbursed to the customer.

   

  ******* *****

  ****** * ******** *******

  Saunders Small Engine

  Customer response

  07/26/2022

  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.
  
  Regards,
  
  ***** *******

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