ComplaintsforBobcat of Dayton, Inc./Bobcat of Troy

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  A bobcat Field tech from the Dayton Ohio Bobcat service &sales location came out to overview a machine. The service tech was there for 10 min total he never lifted cab to check hydraulics never did inspections or any proper diagnosis. The tech get in cab started machine move forward and back 5feet and diagnosed noise as a track idler. The machine was never lifted to check tension nothing was done to look over machine properly. The bill was 161.25 on 4-27-22 since this occurred nothing has been done by Bobcat. The service manager was on vacation and when he returned on 5-2-22 acted apologetic and willing to make the situation right. The manager offered to pick up the machine bring to service center and have it looked over. I called Bobcat on 4-27-22 to voice concerns regarding poor service and at that time was informed the service manager was on vacation. I waited for Manager to return and spoke with him Monday 5-2-22. This was 5 days after the tech came out. Manager expressed his intentions to run the machine on a Y90 and go thru all components which I felt satisfied and Manager continued to apologize and insist they wanted to remedy the issue and take care of me. At this point I had a 1/2 day off work and a machine sitting we needed on our farm that is not being used. Once Manager said that they would come on 5-4-22 to pick up the machine and I could be present I then took off for a full day of work Manager said he would call 5-3-22 to provide me a specific time on when they will pick up the machine and when he called he completely changed his demeanor and started suggesting I needed to pay to have the machine looked at. I have since been contacting Bobcat corporate office with no results and it has been over 9 days and several machine rentals have been needed and my time off work I would like Bobcat to do as they stated immediately as this has drawn out now going on 2 weeks. Pick the machine up Go over the unit properly and return the machine.

  Business response

  05/20/2022

    ***** ******* had called our Service Department on 4/25/2022 for a service call to come out and assess his machine for a drive noise. On 4/27/2022 we sent a technician out to the jobsite. The technician looked the machine over and checked the Hydraulic oil before operating. He got in the machine and drove the machine to check for a hydraulic wine. He stated the hydraulic wine in the cab was normal and found a drive idler on the undercarriage was going bad. The customer stated that he had his own mechanic that was going to do the work. The Customer was charged a trip charge and 30 minutes labor for a total of $161.25. The customer was satisfied when we were finished. On 4/28/2022 he contacted our service department and states he wasn't happy with the service he received. On Friday 4/29/2022 I reached out to him and left a voicemail with no returned phone call. On 5/2/2022 he calls back into our service department and our service manager offers to pick  his machine up for further evaluation and would also apply the $161.25 to the cost of doing a hydraulic pump test. ***** thinks there is still a problem because the machine has a hydraulic wine.  The total cost of the Hydraulic pump test would be 4 Hours labor and the cost of a new Hydraulic filter. We set up with the customer to pick the unit up on 5/3/2022. The customer then calls back in and declines us picking up the machine and states he would get back with us on the pump evaluation. The Customer calls Bobcat Company and was very confrontational and threatens them with getting an attorney. ***** calls the Dealership back and asked for the operations manager. The operations manager explains to him that the cost of the pump test would be more than the $161.25 but would apply the money he's paid towards the test. The total cost of the test is $561.92. This customer is very upset so I offered him a check and  would mail him a check for the $161.25. ***** wouldn't give me his address and said he only would take cash since he paid in cash. He stated he would stop at the dealership to pick it up. ***** called in on 5/18/2022 and said he would be in to pick up his money and was very rude to our office staff. He came in on 5/19/2022 at 4.15P.M. and signed a copy of the credit and picked up $161.25. As a dealership we feel this customer wasn't being fair and didn't want the situation to keep escalating. We also found out that there was another dealership involved that had done several other hydraulic repairs to that machine. As a dealership we decided to decline working on *****'s machine due to him being very confrontational toward the dealership, employee's, and Bobcat Company.

  Customer response

  05/20/2022

  
  Complaint: ********
  
  I am firmly rejecting this response

  Bobcat of Dayton and **** namely ****** Operations Manager and **** Service Manager have shown their position. The response along with actions confirm that this issue will not be resolved without escalation. I will be seeking Civil council in this ****er with no more communication provided. 
  
  Sincerely,
  
  ***** *******

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