ComplaintsforCountry Homes Power Equipment

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Husqvarna Model Rancher 455 chain saw from Country Homes Power at 8108 N Division on 3/29/2021. I paid $469.99 for the saw and bought and extended warranty and their **************** package which gave me 4 - tune-up service over 4 years with the total purchase of $633.77. I have had it serviced every year since purchase. I took my saw to Country Homes on Feb. 14th,2024 for it's annual service as per there servicing time line. I called them two weeks later to check on status. In the past it has been ready roughly two weeks later. I called at two weeks, they said they had not gotten to it. I asked was there an ETA, they said no. I call on Mar.7, 2024 they still had not gotten to it. I received a call on March 14, 2024 asking me if I had picked up my saw. I said "NO". I called back to ask did they lose my saw? They said no, but could not locate. Fast forward to today, they informed me it had been stolen. After at least 10 phone calls with *** the service manager, Got call from "*****" the store owner and he said the insurance had to access value. He offered to sell me a new saw and i would have to pay an additional $200.00. My saw was like brand new. It didn't have 10 hrs. of operation on it. I've had it serviced every year since purchase. I want them to replace it at no additional cost to me.

  Business response

  03/20/2024

  I Spoke with this customer yesterday.  We were robbed with significant damage to one of our buildings.  This customer's chain saw was one item that was apparently stolen. We are in the process of gathering lost items for our insurance, while we are still in this process, we are trying to operate our business and are communicating with our customers.   Doing business, working through our inventories (both new items and customer units in for repair) has been challenging.   Our customers have shown great patience and empathy as we are doing our best to working through these dynamics; with the exception of this one customer.  

  I made an offer to this individual that was more than fair if he did not want to wait for insurance to evaluate the value of his chainsaw.  It was purchased in 2021.  I also offered additional tune up vouchers that would have given him more value monetarily in additional to getting a 2023 model chainsaw with a new warranty.  The 2021 chainsaw is out of warranty.  

  Due to the rudeness and impatience of this one individual, I came up with a solution:  I will give this individual a BRAND NEW 2023 chain saw replacement with a new factory warranty AT NO CHARGE TOMORROW.  

  In return, this individual is not to step in to a Country Homes Homes Power store after that day.  In addition, this individual agrees not to trash Country Homes Power online or use this incident in any way or by anyone online. 

   

  This is a public record, so if this individual agrees to these terms through the BBB, it is official and binding.

   

  To our other customers: Thank you for your patience, empathy and compassion during this unfortunate incident.  You have all been great and you will be taken care of very quickly.

   

  ***********************

   

   

  Customer response

  03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Please text me at ************ as to when to come in today and whom i should ask for.

• Initial Complaint

  01/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a massage chair, SR164898, JANUARY 6th, ****. We were to receive order in two weeks time. Called Country Homes Power today 26 January at approximately 4PM. Was told it was in but would call next Monday or Tuesday to schedule delivery. If order was in why wasnt delivery scheduled when I called today. This tells me order is not in. We have waited a reasonable amount of time to receive order. At this time we are asking for a total refund of $2,888.48. We will also be contacting ************ to file a letter of dispute.

  Customer response

  01/27/2024

  Country Homes Power has contacted me, chair to be delivered Tuesday January 30th which includes set up which resolves this issue. Both parties have agreed to this resolution and at this time I wish to drop the bbb complaint.

  Customer response

  01/29/2024

  This complaint has been resolved. No further action is required at this time. Thank you

  Customer response

  01/29/2024

  This issue has been settled. An agreement has been made thank you.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Dec10, 2022 we purchased a ****** and ******** snow blower and brought it home to use as we had a big snow storm. The machine would not work properly so we returned it to the store the next day they were open on Dec 12th for a refund or exchange and they pointed out that only on the receipt does it say that they do not offer refunds on snow blowers. This was not told to us by the sales person at the time of sale nor was it pointed out on the receipt. The repair person at the should said that the machine was not properly made at the factory and they had to "beat the pulley system back into place and they would honor the 2 year extended warranty that we purchased with the machine. We used the machine 3 times and it seemed to work just okay. We just had another snow storm come through this past week and we decided it was time to use the snow blower again. Once again we had the same problem that we had the day we brought it home. We took it back down to their shop on ************** and spoke with ***** the repair guy and he said that he used some lock tight on a bolt that was loose. They started it up and it worked just fine. We brought it home and my husband went to place a **** on the bolt to ensure after we used it that he could check it to make sure the bolt was not slipping again. He discovered that we were not told the truth about the repair and that they actually welded the bolt to the machine. This is an improper repair to the machine and they have now altered and modified the original manufactures work. We have called several other repairs shops to confirm if this is a proper repair and were told this is not the way to repair a new machine and that they should have taken the time to replace and repair the machine properly. We have made several attempts for Country Homes and Power to make this situation right and they have no response but saying "well does the machine work". This is unprofessional and dishonest business practices.

  Business response

  01/27/2024

  Hello **************;

  I know we have this resolved now, but it would have been resolved earlier had I not been on vacation the week this happened.  My team informed of this right when I got back.  I told them to give you a full refund on your old snow thrower in exchange for a new one.  That happened and I know you are happy now.  I did enjoy getting to know you better and I know moving forward that we will continue to have a good relationship.  Thank you again for letting us get this resolved for you and I look forward to seeing you in our store again soon.

  ***********************

   

  Customer response

  02/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 12th, 2023, I dropped my Husqvarna mower off at Country Homes Power for a warrantee service due to a bad mower deck bearing. I asked them if they would also level the mower deck, because it wasnt level and change the air filter. I was told that I had to pay for a $150 AAA Service if I wanted those items done and they would also change the oil, lube it and sharpen the blades. He said the mower deck issue was not covered under my bumper to bumper warrantee. I told them I didnt need the service because I had just changed the oil, lubed it and replaced the blades with a brand new set of blades two engine hours earlier. I reluctantly agreed to the service as he said they wouldnt work on it otherwise. After picking up the mower, my wife mowed our lawn and told me the mower was laboring and not running properly and she was covered with grass blowing out from the deck. I removed the cover on the side of the blade housing and found the center blade (we use mulching blades) had been installed upside down. They had also removed my new blades and installed an old set of blades. I checked the deck level per the manufacturers instructions and the deck was still not level. I called their service *******************, and told him what had happened and that I wanted a refund as they stole my brand new blades, installed their used blades improperly, and did not level the deck properly. He refused to give me a refund and said my only resolution was to return the mower and they would make it right. I told him I wasnt going to bring it back because they couldnt do it right the first time, and that I live more than an hour away and that it wasnt worth wasting more of my time by bringing it back again. He told me if I didnt bring it back I would be forever evicted from trespassing on their property again.I feel that Country Homes Power owes me a refund for not completing the service they charged me for, and for switching a brand new set of blades with old ones.

  Business response

  06/22/2023

  ****************;

   

  Thank you for sending over the pictures.  Yes, my technician apparently did put the middle blade upside down.  I was very surprised by this, as this technician has been with Country Homes Power for over 30 years and literally has almost a zero percent comeback rate.  This is unusual.  If something like this happens, we do make it right and it does require the customer to bring the machine back for us to look at it to see what happened.  At that time, we determine what is actually going on.  Sometimes we miss something, sometimes it is operator error. It usually ends with everyone being fair and happy in the end.  

  In this case you are not local and getting the unit back here is an inconvenience.  I coached my service manager in our lawn and garden service department to request an email or pictures (or video) from our customers (should this ever happen again) so that Country Homes and our customer can trouble shoot any questions both ways before having to haul a product back to our service department.

   

  This is standing operational procedure for our hot tub service department and fireplace service department; where much of the troubleshooting is handled first by video and pictures (in some cases Facetime) before we send a technician out to keep costs down.

  I agree that the service that you expected was not done to the level that is required in this case.  I have instructed my service manager to contact you for a refund on this service, in addition to a future tune up voucher at no charge that you can use in the future for your inconvenience. 

  I also want to apologize for the communication with Country Homes.  Our employees will be coached regarding the importance of gathering information and to have more flexibility regarding these situations.  We have some old company policies that can be addressed and updated by using technology and we are moving forward with that in this department.  

   

  Again, we already made these changes in our fireplace and hot tub department. We are moving forward with these changes in our outdoor power equipment department as well.   Again, I apologize for this situation. 

   

  Sincerely,

   

  ***********************

   

   

   

   

  Customer response

  06/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 28 2023 I purchased a ***** Mower with all the bells and whistles, "electric start", I am disabled senior citizen. Paid cash for the mower... Took it home, unpacked it, put fuel and oil in it, started it because I wanted to make sure it ran, made it go around the grand childrens play set, wanted to make sure the "hydrostatic drive worked", parked it in the garage and it stayed there for 3 weeks... When it was time to mow the electric start didnt work and you couldnt pull the starter cord... I didnt use the mower... Took it back to Country Homes Power supply and wanted a different mower or my $$$ back and was told NO I used it... Come to findout the cam shaft in the motor had a manufacturing problem... Parts are on back order... Thats not fair... If I had purchased this mower at HomeDepot or elsewhere they would have exchanged it and sent the old one back to ******** It's been 2 weeks that the mower has been in their posession.... As of today we are going on 3 weeks and still don't have a resolution to this issue... All I want is my money back ... This business is not an honest business...

  Business response

  06/01/2023

  Dear ****************;

  I know we worked with ***** aggressively to get the defective camshaft shipped asap for replacement.  It did take some time, as there is a supply chain problem that we all know is happening right now.  I apologize this happened and that it took longer that we would of liked to get this part.  I understand you have picked up your lawnmower which was covered under warranty.

  Customer response

  06/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will not do business with this business ever again... They shoulldnt treat people like they did.
  
  Sincerely,
  
  *******************

*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. ↩