Took mower which ran fine for minor repair(pedal cable disconnected), they took apart engine without permission, broke engine, now want over $600.00.
I contacted ********** because mower I bought from them along with an extended warranty and the company (BTTW X-XXX-XXX-XXXX) who handles warranties for ********** sent me to Green Hills Lawn Mower Co, 4106 Hillsboro Pike Ste A, Nashville, TN, to get the gas pedal cable fixed. I took this to them 4 weeks ago come this Saturday. They hadn't called me during the past 3 and 1/2 weeks so I called them today to see what was up and the man who answered, the owner ***** assistant, said the warranty company (BTTW X-XXX-XXX-XXXX) turned down the repair estimate. I then called the warranty company(BTTW X-XXX-XXX-XXXX) to ask why they declined my mower gas pedal repair and they said that Green Hills Lawn Mower Co faxed them a repair quote for $626.00 and they thought it was too much so they declined the fix. I asked them what all was on the repair quote and they said Green Hills Lawn Mower Co had taken apart my engine and wanted to replace the carburetor, the cellinoid (not sure of spelling), replace belts on the mower, etc. and said nothing about the main and only issue I signed and gave them permission to fix, which was the broken cable to the gas pedal. The warranty company (BTTW X-XXX-XXX-XXXX)did a three way call between myself and Green Hills Lawn Mower Co. ***, the owner of Green Hills Lawn Mower Co said my motor was broke when I brought it in and it was not broke by them when they took apart the engine. He said, Mr. ****** you know you pushed the lawn mower off your pick up truck into my shop. I said of course I pushed it, because the main reason I had brought him the mower was that the gas pedal cable had disconnected so it would not have made sense to start the mower while pushing it off from the pickup truck. I told him I had tested the mower the day before and it had started up fine, just the pedal cable was disconnected. He put his mechanic on the phone and the mechanic described to me what he thought the problem was; he described a mower engine that runs with different gears/speeds, say 1 being slow, 2 faster and so on. I stopped the mechanic and said sir you are talking about a mower that has different speeds and I said sir my mower has an automatic transmission on it and he shut right up.
All I wanted was to get the gas pedal fixed. All I gave them permission to do was to repair the gas pedal. The engine was running fine the day I took the mower as I tested it the day before, now they have taken actions on the mower by taking the motor apart, which I, nor the warranty company never gave them permission to do and they have broken my mower engine and want over $600.00 to fix it both the mower engine and the problem with the gas pedal.
They basically laughed at me when I said I was going to report them. This is wrong and they are getting away with it. Please , please help. I served this City two terms as a Councilman so when I give you my word that I never gave them permission to take the mower engine apart, and I promise the mower ran when I took it to them, please believe me. It is just not right. Go to City Search and see all of the other people this company has taken advantage of.
I want my engine running again. I am not sure the warranty company will even pay to get the cable fixed now that Green Hills Lawn Mower Co has tried to scam them, so I think they should be made to fix the cable too, for what all I have been put through. If they at least get the mower back to the state where it was running when I took it to them, I could probably go to a reputable repair place and get the cable fixed next to nothing. Please help.
Business' Initial Response
Complaint Case #: XXXXXXXX
Consumer: ****** ******
To Whom It May Concern,
Green Hills Lawnmower Company has been in business for nearly 41 years (1972 - present) and is has been registered with the Better Business Bureau since 1983. Green Hills Lawnmower Company takes its affiliation with the BBB and commitment to excellent customer service as an integral part of doing business. We are proud of our excellent standing over the years and recognize this as the first complaint received through the BBB.
We appreciate the opportunity to respond to Mr. ******'s complaint. While it doesn't change his opinion, it is important to have both sides of the story and we are disappointed that he did not leave this experience as a satisfied customer as this is always our goal.
When Mr. ****** brought his mower to us the only issue indicated was the gas pedal not functioning properly. Our certified technician reviewed the mower and assessed the problem. The problems were with the belts that drive the transmission which are not something the warranty company will approve. We communicated to Mr. ****** that the problem he has with the mower is not something warranty will cover. Mr. ****** called BTTW and discussed the issue and a representative from BTTW did contact me to review the claim from Mr. ******. Upon advising BTTW what the problem was BTTW did agree that this is not a warranty issue which we again communicated back to Mr. ******.
It is important to note, according to BTTW Warranty Company Mr. ****** had previously taken this mower to another lawnmower shop to have this issue addressed. While our technician was reviewing the mower he found additional problems with the mower that Mr. ****** did not divulge to us at the time he brought the mower in. We found the carburetor was leaking gas and had the appearance that there had been mechanical work already performed or attempted on the mower prior to it being brought to Green Hills Lawnmower Company. The condition of the mower indicated extensive use which leads to believe it had a high number of hours of use on it.
Mr. ****** claims we took apart other areas of his mower and are the reason the mower is not working when in actuality we did no other work on the mower except the authorized work regarding the gas pedal. Between the estimate and time spent with submitting and following up on the warranty claim, Green Hills Lawnmower has approximately 3 hours invested into resolving this.
Once Mr. ****** was advised the necessary work to fix the mower would not be covered under warranty and there were additional problems besides the belts it became apparent he did not want the work to be done. We released his mower back to him at his request and charged him nothing for the time and effort we had spent to resolve his issues. We apologized for the inconvenience and he left with the mower.
If there any additional questions or concerns I am available to discuss this matter in further details.
Green Hills Lawnmower Company