ComplaintsforBuckeye Power Sales

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called buckeye power sales to pick up my 60" zero turn cub cadet mower week of 8-11-23. I needed them to repair a throttle spring and blade inspection. They performed a compression test on my mower without authorization from me and returned my mower inoperable or in worse shape than it was. If they would have asked me to perform these tests I would have said no due to the fact that the mower is really old and I wouldn't have wanted to stress the mower. They proceeded to tell me I needed a new mower engine and I might as well buy a new mower for the price. Even though they picked up a mower that worked they gave it back to me in worst condition. They should either fix the mower engine or replace it.

  

  Business response

  08/29/2023

  RE: BBB Complaint ID ********
  We sincerely apologize for the inconvenience you experienced during your recent visit to Buckeye Power Sales. We understand how frustrating it can be when expectations are not met and value your feedback.
  We have investigated the situation thoroughly, and there appears to be a misunderstanding regarding the agreed-upon testing.

  Per the customer's work order request, Mr. ****** reported that the engine wasn't throttling up and that he had to mow his lawn twice each time to achieve the desired cut. In the secondary comments, he mentioned a previous service visit that failed to address his issues.Our records indicate that his last visit occurred late April, 2021. However, we have no record of any communication or complaints regarding repair-related issues between that visit and the current service appointment. Moreover, our records do not suggest that the engine was malfunctioning as of the prior service in 2021.

  We investigated his throttle and lack of power complaint and discovered an improperly mounted throttle control spring, we corrected it, allowing the engine to function at full RPM range. However, during testing, the technician observed suboptimal engine performance and was committed to identifying the root cause due to the note that a prior service issue had not been fully resolved and to address the complaint of poor mowing characteristics.

  The technician proceeded with the industry-standard compression test procedure to identify the cause of the engine's suboptimal performance. This test simply is a measurement of the compressive force generated by the engine. Each cylinder underwent a compression test, revealing that Mr. ******'s engine produced 105-110 PSI, which was below the anticipated range for this particular engine of 150 PSI.
  

  To accurately diagnose an engine's compression issues, a leak-down test is then performed. This test involves pressurizing the engine's combustion chambers with air to a range of 35-80 PSI, which is significantly lower than the normal operating conditions of 150 PSI and the indicated 110 PSI indicated prior. By conducting this test, one can determine whether the engine is capable of holding compressed pressure. The results of this test showed a 90% leakage in cylinder 1 and a 60% leakage in cylinder 2.
  

  To note, the above tests are non-destructive and performed using engine-generated pressure or air induced at pressures below the expected and current operating characteristics of the engine.
  An engine teardown and evaluation is necessary to determine the cause of the noted compression and leak issues. This process is time-consuming and may uncover other problems. The engine in question was manufactured on April 16th, 2006, and is now well beyond its expected service life.
  

  Mr. ****** was informed of the issue over the phone and initially became upset with our service advisor. However, after a few minutes, he seemed to comprehend that the mower had exceeded its useful service life. Upon the return delivery to Mr. ******'s unit to his address, he noticed that the engine sounded different. This was likely due to the full RPM range being available, making the compression issue more obvious. He became verbally abusive towards our delivery driver and indicated he would speak to a manager at our shop.
  

  On August 25, 2023, Mr. ****** was verbally abusive and combative towards our staff during his visit to our Middletown location. Despite our attempts to discuss the issue with him, he continued to yell and demanded that we replace his engine. Due to his behavior, we asked him to leave the facility.

  Customer response

  08/29/2023

  Their statement is inaccurate. I did not agree to additional testing. I asked them to adjust the throttle mechanism and check blade for sharpening on this visit. Due to having to cut lawn twice when grass is really high.That is all. I DID NOT authorize any additional testing on the mower whatsoever. As any shop will know you will need to call to get approval for additional testing.  Not take it upon themselves to perform said tests without customer approval. Please provide proof that I authorized the additional testing.  I DID NOT agree that my mower was beyond its life . That is a false statement. I said, " it seems it makes more sense to buy a new one than repair at the cost the wanted" only after hearing the excuses they gave me over the phone. 

  

  Business response

  08/31/2023

  As the customer has stated, the original complaint was that he has “to cut lawn twice when grass is really high.” One of the potential causes of this is a lack of engine power. Once the throttle issue was addressed and was determined to not be the cause of the lack of engine power, we performed additional testing to better inform the customer of the potential options for the next steps. This testing was performed at no cost to the customer. The test we performed could not and did not cause the engine failure but rather identified the source of the running issue once the throttle was operational.  While we understand the frustration with a failed piece of equipment, we will not assume responsibility for a failure that occurred through no action of ours of this unit that is well beyond its serviceable life expectancy. All work performed to date has been at no cost to the customer. The only charge has been for us to pick up and return the mower.

  Customer response

  09/05/2023

  they did not have permission to perform additional tests. When I said I had to cut the lawn in 2 passes it was in referencing the possibility of needed to have the blade sharpened. Distortion of the facts is unacceptable. They did not have permission to perform compression tests on my motor. My mower came back in worse condition than when it went in. To thir service department. Plain and simple.  You legally take responsibility once you perform tests that were not authorized.
  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This compoany was not honest in the information they provided and in their business practices. When I contacted them initially, they told me it would take about a month to repair mower. I called to follow up on the progress weekly which seemed to iritate them. After a week I called and they told me then that they would have to order a part and they would call me back to tell me the result of the order--they never called me back. I called again the next week and they said they had ordered the part. I waited and then called again the next week and they changed the story to say they couldn't tell me anything about the part. I expressed my concern about the tractor siting outside in the snow for months on end and ****** said that she would ask the repairman if the mower could be brought into his shop, and she said that she would call me back. Again, she did not call me back.I called again to follow up and this time they said maybe the part would be in in January. I dealt strictly with ******* and she didn't return calls as she said she would. I called today and she now says that the part is not available- I found several on- line within minutes. They didn't even contact me to advise me that they had decided to tell me that the part is not available. I have asked them to return the mower and they were very rude and dismissive. At the time of our initial discussion, they told me the pickup/delivery cost is $90: I paid them $125 at pickup and request that they return the $35 overage back to me. I'm writing this to warn the public to stay away from this company. They were not honest in their communications and did not keep their word.

  

  Business response

  11/30/2022

  We received notification of this complaint on Tuesday, November 22, and subsequently, we reached out to the customer on the morning of November 23 to discuss the matter.  We were not able to reach the customer and left a message to please reach out to us so we can discuss how we help make her experience with Buckeye Power Sales better.  After the Thanksgiving Holiday, we had not heard back so we reached back out and left another message on Tuesday, November 29.  We have not heard back from the customer at this time.  We would be happy to refund the $45 diagnostic portion of the fee that was paid for the miscommunication that occurred.  We would be happy to work directly with the customer if they are willing to do so.

  

  Business response

  12/15/2022

  We apologize for any confusion.  Your refund check was sent by UPS today.  The tracking number is ******************.  We are sorry your experience with Buckeye Power Sales did not meet your expectations.  

  Customer response

  12/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  ****** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩