Riding mower repair service bill paid on delivery but mowing desk not working correctly, rude and vulgar Service Dept. phone response to two family members.
Product_Or_Service: Husquvarna riding lawnmower
Either the problem is corrected or a refund to go to someone who can correct it.
We delivered back her mower after picking it up for no drive, found nothing wrong with the drive, replaced the blades that were worn out. Customer called back to say it still wasn't right e, saying the deck doesn't cut grass. We went back out there, my driver ran and tested it and cut her grass with it and found nothing wrong. She called AGAIN saying its not right even though there was no way she even tested it because she didn't think we ever went out there. 5 times in the last two years we have gone out to her house and found nothing wrong with the mower and she was never charged. She was told if we go out again she would have to be charged, then she got rude. Then she had her father call who said and I quote "all we care about was we got our money" He was told if that was all we cared about, we never would have gone back out there again and checked it like we did on Wednsday, at no cost to her. He was told we will no longer go out and check out her mower for nothing. As usual we have gone above and beyond normal service expectations. 5 TIMES IN TWO YEARS AND NEVER CHARBGED HER ONCE, WHO ELSE WOULD BE STUPID ENOUGHT TO DO THAT. CAN'T DO IT ANYMORE. NEED TO MAKE MONEY
(The consumer indicated he/she DID NOT accept the response from the business.)
Allen Lawnmower Advertises free pick up and delivery service. My mower was purchased at Allen Lawnmower six years ago with a trade in rider from my parents. The current service in question was paid $200.08 in full as has every previous service request, whether leaf blower or snow blower or lawn mower. Money paid is for services satisfactorily completed. A reputable business makes sure an issue is resolved before delivery and if not resolved on delivery, makes sure it gets resolved.
"Picked up for no drive" - FACT: Mower would not go up inclines; there was indeed drive on level ground.
"Found nothing wrong with the drive" - FACT: I paid $200.08 for new blades?
"Blades were worn out" - FACT: Blades were fine - still have them as proof. Didn't request them changed.
"Deck doesn't cut grass" - FACT: The issue I had specifically explained was mowing blades had very slow revolution on start up - not that it doesn't cut grass. It was not picking up the grass well in the bags probably due to the slow revolution.
"She called AGAIN" - FACT: There was no mower pick up as had been scheduled for Wednesday - no call, no message, no note from Allen Lawnmower that there had been anyone at the house. I came home to find my mower in the same spot in the backyard, in the dark, wet from the rain. Is this the above-and-beyond service mentioned? I called the next day (Thurs.) and was told there was no issue with the mower, that it was picking up grass fine. FACT: It couldn't pick up grass fine because the tube was disconnected and in the garage where I placed it. There was still some grass in the bags from my previous cut; the bag assembly is too heavy for me to remove from the machine. If grass cutting was checked, then the issue was not checked.
I reiterated the problem and that I needed to be present when they arrived. Plan was for Sat. a.m. but I was told I would get a confirmation call back with the appointment time. Friday, no call back yet, so I phoned to confirm. I got a loud and very confrontational man, expressing himself in that manner to myself and later to family members on the telephone. I asked politely for him to please lower his tone as it was hurting my ear whereupon he continued much louder, "Look, mam...".
"She got rude" - FACT: It was at this point that I hung up the phone. I have never experienced such unacceptable and unwarranted behavior, from a business no less.
My father had called earlier that morning asking what could be done about my mower and was told he would be called back. Having not received a call back, that afternoon he called them himself. He got the same person as I had, and after this man's very vulgar f-word rant to my father, he also told my father, "don't bring your machine down here either". I would have to say that this indeed is an example of unacceptable "above and beyond normal service expectations".
My parents, both in their 80's, deserve an apology. My father's comment to this vulgar man on the telephone that the business is certainly going downhill is gleaned from having been a customer of Allen Lawnmower's for over a half century. Having experienced this lack of common human courtesy to myself and my parents from Allen Lawnmower, I will not recommend this business to anyone.