ComplaintsforBruno's Farm & Lawn

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well I used Brunos farm and tractor out of Cabot for a warranty reapair on my tractor that I bought from them. They fixed the tractor or so I was to believe. But after getting it home within 10 minutes a tir rod came out and got busted up making the tractor unusable again. The mechanic never installed cotter pins on the tie rods so the nut was able to come off and then bust my tie rod. They have been contacted every day now for over a week. They stated they would send me another tie rod too replace the broken one. But 8 days later still nothing. All the while while I have been waiting for the tie rod that was supposed too of been sent on Friday the 30th of Sept. 2022 The service manager told me she could not look up tracking. But then a week later gave me website where she says she sent it off through and there website is fine. Then I was told they created a entire new order to get me another tier od as they do not know what is going on with the other one. Well they told me they just created the new order on Wednesday, but it states clearly that it was made on the 30th of Sept. Well long story short I am out a tractor now as through there mechanics neglect I have a broken tie rod and an unusable tractor after they were paid for the job to be done correct.

  Business response

  11/09/2022

  In relation and response to *** ***** ******* complaint made on 10/7/2022, first of all, we are grateful for the opportunity to set the record straight on the standards we uphold at Bruno's, from customer service to the mechanics sweating in our shop. We have done everything possible to satisfy the customer at hand and it seems at this point that there is nothing further that we as a company can do.                                                                             

  The tractor in question was purchased in September of 2018 with a 5YR-POWERTRAIN warranty spanning from 9/16/2018 to 9/16/2023. The entirety of the repairs that *** ******’s tractor required were not covered by this service contract. To keep our customer happy, we absorbed all costs. At no point during any of the repair transactions did *** ****** pay out of pocket to Bruno’s. No shipping, labor, taxes, nor parts were reimbursed and certainly not the storage fees for the 45+ days at $50.00/day that the tractor sat on the lot due to *** ****** having a family emergency. That is at the very least $2,250.00 in storage and a repair bill of $2,831.81, not to mention the shipping costs to get the part replaced and delivered to the customer's door. The part mentioned in the complaint was originally ordered on 9/30/2022 and when it was taking too long for the customer, we re-ordered the tie-rod, again free to the customer due to inconvenience, and that part arrived at *** ******’ door 10/11/22, a total of 11 calendar days. The tractor was brought into Bruno’s shop on 7/1/22 and due to customer negligence, we ordered 35 total parts to replace on the unit. Including repair time and the time it took to get all the correct parts in, we had the tractor for 25 days. After this, *** ****** asked us to store the tractor for well over 45 days so that he could tend to a family emergency. In conclusion, Bruno’s will not be doing any more maintenance on ***** ******** tractor. We have gone above and beyond the constituents of the warranty and the code of conduct expected from customer service. We apologize that we were not able to satisfy this customer. We hope to learn from the experience so that we may receive better results in the future. 

  Customer response

  11/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: They are giving lots of numbers and dates to which most are false. There was no negligence on my part as I was just using the tractor as it was intended to be used, and if it were a good and sound tractor it would not of had the problems or issues to start with that caused this complaint to happen. But Bruno;s is negating from the original complaint. There service department first did not repair the problem correctly the first time after it had been sitting at there shop for over a month. They had lots of time to fix it correctly but the mechanics never did they half way fixed it and then forgot to finish it as nuts on the tie rods being less than hand tight is the  mechanics over sight at the least. Then the service manager lies saying she sent out repair parts that were broken due to there mechanics neglect and never did. The facts are in the original tracking info from the ****. She said she sent them out then they did not show any tracking so she says there was a problem with there couriers website. I checked the website and there was nothing wrong with it period. Then she says she sent out my part after I confronted her with the fact that the couriers website being down was not true. She states she then created me a second order with new tracking. But when I look up the tracking info it was the original tracking info that she neglected to send out over 2 weeks earlier. Also with the family emergency i stated I could come get tractor but would be a family member to pick it up and they said not too worry as they are offering me the option of letting it sit there at there facility as repairs were still not even completed from me bringing it to them. after they had had it 6 weeks. They could not and never brought up any amounts for storage etc as the machine was still waiting for repairs. Again. more lies to cover up there negligence that cost me numerous lost job opportunities. Now they say they will no longer work on my machine after I bought it through them traveling 200 miles almost 1 way to pick it up and bring it to them for repairs. What kind of company does that?
  
  Sincerely,
  
  ***** ******

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