ComplaintsforS & H Small Engines

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/29/2024 our pressure washer was brought in to this company for repairs that were under warranty per ****** ***** did the initial intake and took possession of the tool. At that time ***** was informed that this was a warranty repair to go through ***** per DeWalts instructions and that no repairs were given a prior authorization but instead to call with diagnosis and estimated cost to repair if not covered. This is written on the invoice. The repair was told it may take a couple weeks or longer if additional parts needed to be ordered. By March we still had not heard anything so we called them and they stated that it wasnt done but they would give us a call back that afternoon. When we called back we were told that there was a fee for the repairs. When we questioned them about this as we did not authorize any we were told too bad i already did them. When we asked why we didnt get a call we were told that he (the owner) doesnt have time to call customers so if we didnt pay the amount in full we could not have h tool back. At no time did this get submitted to ***** for the warranty and we had to pay for work that was not authorized at any point. On the invoice after we paid it the company even wrote that we were rude because we did not want to pay for unauthorized work and it also shows that at. O point did they contact ***** as per the directions as this engine is under a recall and under manufacturer warranty.

  Business response

  03/26/2024

  This unit required the carburetor and fuel system be cleaned. As stated in the ***** owners manual, fuel related issues are not covered by the manufacturers warranty. As I explained several times to the customer once I found the problem, the best and most efficient course of action was to repair the unit and not put it  back together un-repaired.  S&H has not received notifications from ***** about a recall on this engine   This was a fuel related issue not an engine issue.     Again, I tried to explain this to the customer, but she was not willing to listen to an explanation or be reasonable.   The customer also indicated we were the second shop she brought the unit to as the first one indicated it was unrepairable and we were able to determine the issues and restore the unit to a usable condition.   

  Customer response

  03/26/2024

   
  Complaint: 21443729
  
  I am rejecting this response because: this still does not explain why repairs were done prior to the repairs being authorized. In addition to that the shop states they did not hear from ***** regarding the complaint, this clearly shows that they did not reach out to ***** to address the recall that is issued in regards to that model, thus proving they did not do the proper steps but instead decided to rest on the fact that they didnt have communication regarding this issue. Further more it states on the initial paperwork to call for authorization prior to work completed and by their statement they did unauthorized repairs and then demanded payment. This is a violation of fair trade laws regarding goods and services and will be being reported to the ** for further investigation. I am still requesting the money that was extorted from me for the work that was not authorized. 
  
  Sincerely,
  
  **************

  Business response

  03/26/2024

  I have addressed the complaint and have no further comments.

  Customer response

  03/26/2024

   
  Complaint: 21443729
  
  I am rejecting this response because: it did not resolve the issue and failed to address any of the issues or that they preformed work that was not authorized. By their own admission they did not contact the company for the recall notice nor did they receive authorization for the work that was preformed. 
  
  Sincerely,
  
  ***********************

  Business response

  04/11/2024

  Just to end the concern about a recall, there is no recall on this engine. There for the repair preformed is still not covered by warranty or any recall.  Fuel and carburator issues are not covered by any warranty.

  Qouted from the signed work order:     I hereby authorize the above repair work to be done along with the necessary material and hereby ***** you and/or your employees permission to operate the unit as necessary for the purpose of testing and/or inspection.    As signed by customer.

  I has addressed all the concerns of this complaint.

  This will be our final response   Thankyou

   

  Customer response

  04/13/2024

   
  Complaint: 21443729
  
  I am rejecting this response because:

  Again we have proven the dishonesty of this business by providing evidence that there is in fact a recall on this piece of equipment, and by highlighting the work order created by ***** that states LET CUST KNOW WHAT ISSUE IS AND COST BEFORE REPAIR.  No repair was authorized by mother customer not should any have been preformed prior to receiving said authorization. This company has shown to work in bad faith and has provided zero evidence to substantiate any of there positions while continuing to state that they have provided their final response. This illustrates that the company does not warrant a BBB accreditation and should be removed immediately. The pictures provided show the serious lack of customer service and the deliberate effort to ******* money out of the customer. Upon review via ******* Yelp, yellow pages, and other platforms it was discovered that this is a pattern of behavior that multiple customers have complained about thus showing an ongoing disregard for providing services that adhere to the BBB guidelines. 
  
  Sincerely,
  
  ***********************

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