Purchased a Husquarra lawnmower on 1/22 /2012...Returned on March 2nd. Mower was used one time for 40 minutes before the deck fell off.
The company refused to refund me because they d=said that they were not responsible for the faulty deck and that I would have to take the refund up the matter up with the Husquarra Companty. The deck was too heavy for the brace that was on the mower. It coma off by itself. I have two witnesses to the event. I am seeking a resolution of a full refund and the mower is in their possession as we speak.They are saying that I damaged the lawnmower and there was no incident that hurt or damaged the mower in anyway...Simply a mechanical malfunction due to the weight and lack of support of the deck..a product design issues. The first witness is **** *******
Full refund of the purchase price of $2903 plus tax for a total of 3,100.
Contact Name and Title: **** ********** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: *******************@gmail.com
Customer purchased their mower, a GT52XLS on 1/22/15 from Strickland Equipment Company. On 2/29/16, customer brought his mower back on a trailer with 4 hours of use, claiming the 'deck had fallen off the unit'. Upon further inspection, the metal bracket that holds up the front of the deck was knocked off place. Damage appears to have been caused by reversing unit and the deck lifting enough out of position from contact with the ground/object to come off hanger at the front of the deck- (This can be caused by backing off a trailer without raising the deck up properly and it making contact with the trailer, lifting the deck). He kept it in reverse motion enough to bend weldment at a 90 degree angle, when it should be straight.
Examples of this damage can be seen here, as well as the hour meter of use on the mower reading 4.0 hours:
When the customer brought the mower with this damage to our store, the employee handling his initial concern raised the priority of the customer's case to a manager level. However, no managers were available at the time the customer first came to Strickland Equipment with his concern. The customer was offered to leave his mower, or come back the following day to speak with the store manager about a resolution to the problem. The customer agreed to take his mower, and return the following day.
Upon being informed of the situation on 3/1/16, the manager took action upon the customer's behalf, and contacted Husqvarna for an initial consult. This conversation took place between the manager and Husqvarna representative before speaking with the customer, but after the manager was informed if the situation. The customer returned that morning, dropping off his mower for further inspection, and leaving with the intent of speaking to the manager later that day. After diagnosing the damage to the mower, it was determined that the user had struck something, or improperly leveled his deck when driving off a trailer or driving over uneven terrain. This caused the deck to raise high enough it came off of its bracket, and it began to drag on the ground, as well as dragging the deck weldment causing it to bend. Since Strickland Equipment is a Servicing Dealer, ALL equipment leaving our store is REQUIRED to be thoroughly inspected and serviced to determine it is functioning properly. The deck weldment was in proper condition when it originally left our store in January.
After speaking with our representative at Husqvarna and pleading our customer's case that we believed it to be an accident and not intentional, Husqvarna authorized a 'Policy Adjustment' repair for the customer's mower. This would allow Strickland Equipment to fix the damage to the mower at NO COST to the customer. When the customer returned to the store the afternoon of 3/1/16, he was irate and irrational towards our general manager and shop manager demanding his money back, and threatening to contact lawyers unless we fully refunded his money for the mower that was damaged. At this threat, we ceased working with the customer for the protection of our business and our reputation, and at the requirement by Husqvarna. The personnel at Strickland Equipment went above and beyond to contact Husqvarna (the brand of mower the customer purchased) to have a repair authorized for damage that would normally be considered non-warranty related repairs. As of 3/4/16, Strickland Equipment has put this repair authorization on hiatus after the customer threatened legal action against our company. We would be happy to work with the customer on repairing his lawn mower bracket and providing him this repair at no charge, should the customer decide to be cooperative and allow us to provide him this service. The customer from the very start has only demanded money back for mower, and has not allowed discussion on repairing at any point, and denying blame for any damage to mower insisting it was "that way" when he bought it in January. There was 0.2 hours at time of purchase, and mower has evidence of cutting grass since it was bought.
We tried to resolve this issue from the beginning, and he also had someone call on his behalf. The situation and resolution was presented to that individual as well, and we assured her we were trying to work with him but a refund of mower was not an option. After that conversation is when BBB was contacted, but we have gone above and beyond to try to resolve this as quickly and proficiently as possible.
I would really appreciate it if ********** Equipment Co would repair the lawn mower and just call me once it is finished. Thank you.