ComplaintsforHayward Distributing Co.
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Complaint Details
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Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased this in 2020, it's a 2019 mower. It was brand new and since then I have had them reweld the frame more than 3 times. I mow cemeteries and am unable to uphold my work because they have been unable to fix this problem over the past few years. It was under warranty each time and now it isn't but it wasn't fixed the last time we took it in and is now to the point of no use.Business response
06/05/2024
this is the first I've heard of this complaint and will look into it immediately.Business response
06/05/2024
This is what I've found from the co-worker who handled this situation.
May 24 – I received a call from ****** ********* that his XRZ Pro RS frame was cracked. ****** *** *** (His Dealer) had denied the repair because they welded this frame multiple times already, and they thought it was out of warranty.
I found that it is still within warranty, contacted ******, and got approval to replace his frame on May 28. This is despite the fact that the customer is running the deck anti-scalp wheels on the ground constantly (the left wheel is cone-shaped), and that is contributing to the frame failure. The customer threatened a lawyer. I informed ****** of this.
May 28 - I called ****** * *** and they stated that this customer was so belligerent, they preferred not to work on his equipment.
May 28 - I called *** ***** in Circleville, and they didn’t have time to work on it.
I told the customer to take the machine to a ny ****** ******* and have that dealer contact me. I will facilitate the warranty replacement of his frame. That frame will be charcoal colored instead of black and the customer was notified of this.
I am currently waiting on any dealer to contact me so we can get this repaired and a warranty claim filed.
***** *****
Technical Service Representative
Hayward Distributing Company
**** ********* ***
Columbus, OH 43228
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.