Business ProfileforCutter Power Equipment, Inc.

Date of Transaction: 5/13/21 @ 8:46:38am Amount Paid the Business: $1039.08 What the business committed to provide me: A newly installed left hydro pump for a 2014 52 ****** *******.What the nature of the dispute is: I was told by **** (front desk)I needed a new left hydro pump to correct the play and unsafe steering on the unit. I took the advice and after waiting on parts to be ordered was finally told it was fixed and we could pick it up. I sent my crew to pick it up and when they got back and we drove it, it was the same as the day we dropped it off. We called a couple times and finally got through to be told , Oh yeah, the tech forgot to put in the hydro fluid, here is a gallon of oil. You just need to bleed it. We got on you tube and jacked it up, relieved the bolts slightly, filled the hydro fluid/oil with the appropriate amount and moved the steering forwards and backwards as instructed, tightened the bolts, etc. We did this twice with no improvement. At this point I was exasperated (I was so frustrated having to complete a repair I paid full price for) as I just kept getting told to bring it in again, well take a look at it. Fast forward and the mower is sitting in my garage unusable for months and we need to have a backup. I took it to another ****** dealer to have them look at it and in 15 minutes they had clearly determined that the left hydro pump never been replaced. This is verified by attached documents showing the original serial numbers on the part that was delivered on the mower when bought new through Cutter Power and the serial # sticker that was taken off to view with a magnifying glass by the other dealer. I waited until after the Thanksgiving break to notify *********************. ********************* was sent all paperwork, copies of the invoice for his review. He told me he would get back with me. When he didnt, I called him and when I started telling him about this issue as well as past issues such as how long it had been sitting in his shop and my shop and hardly ever on the yards, he wasnt interested and hung up on me.Additionally, I reached out to ****** ******* corporate: *************************** ************ who referred me to her Southeastern Manager **** ************, ******************* who was able to verify after speaking with the other ****** dealer and, the part was never ordered, delivered or installed. Unfortunately, in *******, the distributors work for the dealers and not the customer, so their hands are tied and recommended I try to work it out with Cutter Power which I had before even calling ******/****. When I asked **** how I was supposed to work something out with someone who hangs up on you, how do you intend I resolve it? Brief silence was the answer. He just said due to the nature of what had happened and possible litigation. The only reason that came up is because ********************* clearly wasnt trying to resolve anything and I had said I dont know what else to do other than notify the ** office, ***********************, for obvious nefarious stuff. He was told by his manager not to really get involved. He wasnt even able to call ********************* per his manager.Whether or not the business tried to resolve the problem: *********************, the owner has not returned emails, texts or calls except one and he hung up on me after being made aware of this issue. He has offered no options for resolve. He seemed to be more interested in which dealer had back stabbed him than the fact his company had clearly charged me for a part that was never, bought, picked up or replaced. This was verified by the local distributor for his store, *************** in Lakeland. They have no record of a purchase by cutter power for the part that they charged me for.Acct/Order/Tracking number: ************