ComplaintsforSaegertown Hardware

• Initial Complaint

  06/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a husqvarna riding mower on 6/27/2020 for $4,133.99. Since that date it has been used only by my wife 3-4 times and I have used it 1 time. My first time on the tractor was approximately may 20, 2021. At this time it has not even been running for 20 hours. (timer on the dash) Immediately I put the tractor back in the shed and asked my wife what was wrong with it. She said, “It sounded like that when they dropped it off last summer.” I told her “ there is something wrong with it. Please don’t use it.” I called the hardware store that I purchased it from. No answer no return call. I stopped later that day and was asked to bring it back and it would be repaired under warranty. Took it back. They supposedly repaired it. They loaded it on my trailer. When I got it home and heard the squealing (same as before) I called them and explained it was not fixed. Now I’ve called 4 times with no return calls or contact from them. I want a refund and return for reliable service elsew

  Business response

  06/24/2021

  **** *** purchased a new, fully assembled Husqvarna T$354XD on 5/27/2020 for $4133.99. Our mechanics unload, fuel, oil, drive, and perform a multi-point inspection on every outdoor power equipment unit before they get placed on our showroom floor. We received a call from **** on 5/23/2021 stating that he had an issue with the equipment and wanted it corrected. We scheduled an inspection for 5/27/2021 and found there to be an issue with a misaligned belt guard and a faulty deck belt, both covered under warranty for parts and labor due to age and only roughly 20 hours on the units hour meter. The unit was inspected and tested before returning to the customer with no remaining known issues. We then received a complaint notice through the BBB on 6/3/2021 regarding this customer's dissatisfaction with service and unresolved equipment issues. The followingdates are our attempts to contact the customer to resolve this issue: 

  6/9/2021- Called and left voicemail message regarding equipment issue 

  6/14/21- Called and got busy line tone 

  6/14/21- Called and left voicemail for return call 

  6/19/21- Called and got busy line tone 

  6/21/21- Called and got through to customer. Customer stated they took it to another company for repair. No mention of what the repair was or compensation for repair costs,

  Customer response

  06/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did not receive any phone calls texts emails or any other type of communication.  My cell phone is on my side basicly 24-7.  About the only time it’s not is when I’m showering.  I did not get any voice mail messages or text messages.  No communication of any kind from them.  After two weeks of waiting I finally contacted huskvarna to find out who else I could take the tractor to to get it fixed properly.  Low and behold the place I took it to called me back within an hour of leaving them a message.  No was not able to answer the phone but they (and many other people) left me a message.  When I returned the call they said they would come pick the tractor up the next day at no charge and check it out   After another week they got the parts to fix the DRIVE/CLUTCH section as my original complaint was.  We have mowed the lawn with no odd noises or vibrations since then.  Also all the work that was previously done by seagertown hardware was redone and corrected with the mower deck.  
  all due consideration that someone else took care of the issue I just won’t ever shop there again more will I ever give a good review of the so called professional staff at seagertown hardware.  
  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. ↩