ComplaintsforT's Lawn Mower Sales & Service, LLC
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Complaint Details
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Initial Complaint
01/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Consumer Provided handwritten complaint form and documentationBusiness response
02/09/2022
Contact Name and Title: Travis *******
Contact Phone: 337-948-6890
Contact Email: ***********@bellsouth.net
We regret to hear the customer is not satisfied with the purchase of the Husqvarna Zero Turn. Unfortunately, we have a "No Refund Policy" on all equipment purchases. We have honored all repairs (parts & labor) of any defected parts on the unit purchased, per the Original Equipment Manufacturers Warranty Statement.
Customer was provided with a copy of the purchase receipt, signed copy of the finance agreement, owner's manual & warranty coverage on 2/26/2020 for the following:
Husqvarna Zero Turn w/18 hp Kawasaki Engine
Model #: Z242F
Product #: 967953802
Serial #: 012419C002085
A "Pre-Delivery inspection was performed on the unit at the time of purchase.
Customer contacted us on 10/29/2021, stating the zero turn would not go in forward or reverse. We suggested she bring the unit in, and a certified Technician would check it out. She stated she didn't have a way to bring it in for diagnosis/repair. We informed her of our pick-up and delivery service with the cost, should she need to utilize this service.
Pick-up service was scheduled, per her request.
The Technician performed repair diagnosis & found the following repairs were needed:
Trans/drive spring broke, trans pulley bearings failed causing drive belt to fall off.
Replaced spring, pulley & re-installed drive belt. Parts & labor were covered by OEM Warranty
Repairs listed below are needed & not covered by OEM Warranty
Front deck hanger bracket is missing, and blades are bent
Engine needs to be serviced (oil, oil filter, air filter, fuel filter & spark plugs need to be changed)
Customer was notified of needed repairs & given an estimate for repairs not covered by OEM Warranty. She stated she only wanted warranty repairs made, along with replacing the front deck hanger bracket. On 11/15/2021, she came in to pay a deposit of $60.00. The deposit was applied to her invoice total: $102.87, leaving a balance of $42.87. She refused to pay the remaining balance, which has been written off.
Customer contacted us on 12/23/2021 stating the blades will not come on. We explained to her we were going to be closed from 12/24/21 thru 01/09/22 & will contact her to schedule pick-up with her when we re-open. We have tried contacting customer on 01/10/2022 and 01/11/2022 & have not been able to reach her.
We have tried to accommodate customer within the warranty guidelines. The customer doesn't want to pay for pick-up services, which is not covered by OEM Warranty.
Please contact me should you have any questions or need documentation regarding this matter.Business response
02/09/2022
***Document Attached***
See Attachment/File: Purchase Recpt
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.