Harry's True Value Hardware

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We understand what estimate means but to be told $142.00 then the final bill I was told over the phone was $195.00 with tax... that is too far off the estimate. The next day when I called to pay the bill I was told I do not get my lawnmower back until I paid cash. He wasn't going to accept a credit card from me because I will dispute the charge.... I assume this happens quite frequently with this company. Ultimately my mower was delivered and he did take my credit card payment. But I would not recommend anyone to use this business. No one needs to be treated like this. 
Regards,
[redacted]n

On 5/13/2015 we received a Toro riding mower in for service from [redacted]n, which Mr.[redacted]n elected to have [redacted]s Ace Hardware pick up and deliver for a nominal fee of $45.The service order #4856401 that was filled out when Mr. [redacted]n called requesting pick up &delivery service of his...

riding mower stated, "Does not start." "Check over Estimate". When therepair was on the bench being looked at, the next morning when the customer called, [redacted]had stated the ESTIMATE on the repairs would be about $142 dollars. Let me also state thatestimates are just that estimates, an APPROXIMATE AMOUNT, you never know what you willrun into until a machine is apart and actually being worked on. Once into the machine, weestablished that the unit needed a new battery ($47.99), spark plug ($4.65), oil ($11.99), andthe blades sharpened and balanced ($17.99). Total parts needed $82.61, and that the labortook to finish the job was $44.99. Bring the total parts and labor repair to $127.60 ($14.40 lessthan ESTIMATED). Then with the pick-up & deliver added in the amount of $45.00, EPA chargeof $2.00, and sales tax of $9.78 added, bringing the TOTAL SALE to $184.38.As far as the response to the he say she say the customer states in the complaint. I was the firstperson that spoke with Mrs. [redacted] on the phone, and she stated that she did not care whatwe say that she was only paying the $142, and I responded that if she did not want to pay thepick-up and delivery fee that she was more than welcome to pick up her riding mower here atthe store and I would be happy to deduct the delivery fee for her. Mrs. [redacted]n declined andthen I transferred the call to [redacted] repeated the same totals as mentioned in the aboveparagraph, and when Mrs. [redacted] became verbally abusive and belligerent [redacted] stated, " ifyou want to speak calmly about this matter that I would be happy to" she kept up the foullanguage and [redacted] hung the phone up. Mrs. [redacted] called back and continued the abusivelanguage and was hung up on again. This happened 3 more times.

[redacted] the owner isn't helpful. I dread when he comes to help me because he belittles me. He doesn't explain what he needs to help me. I brought in a part to replace on a lawn mower. He said what is the model? I say A Sears Craftman's Eager 1 with the 6.75 hi output power. He says that not the model. We just look at each other until I pick up the part and walk out.I go to Sears the Salesman shows me the location of the model number. He gives me his card with his number on it.He tells me come back with this model number and I will get you the parts. He and Sears sell me $30 in parts. He takes the time to educate the person coming in. You go to [redacted] and it is more expense but the service is what you pay for. [redacted] the owner gives the same service you get at ONE OF THOSE BIG PLACE WITH A YOUNG KID. [redacted] has lost me forever.

Worst customer service. I called service regarding my Toro snowblower for a gas leak and associated tank recall. When I dropped off the unit, Harry treated my wife and I as if we were an inconvenience. I told him I am only dropping it off for the recall if that is the issue, but I do not want anything else fixed, as I would be rebuilding the carburetor before winter. A few days later I received a phone call that the tank was already replaced and the leak was coming from the carburetor. I declined the repair and went in to pickup the snowblower. I was charged an estimate fee, although I was never provided with an estimate to fix the unit. When I questioned this,the store clerk said I would need to take it up with Harry, since the charge was written on the sheet. So as to not make a second trip, I paid the fee and had her leave a note for Harry that I wanted to discuss. When Harry called me back the next day, I was told by him that "I don't work for nothing" and had to pay it to get the snowblower back. Had I known that there would be a charge, I would never have left the snowblower to begin with. I brought it in specifically for the recall issue on the tank and faulty fuel line, no repairs were done and yet I was still charged for an "estimate" that I was not given. Additionally, this charge was not communicated when I dropped of the unit, nor did I see any sign indicating such charge would be assessed. I have found Harry to be both rude and unprofessional. Needless to say, I will not be returning to this Ace but will travel the extra distance to another location in the area.

Very little help and very expense, I felt like I was bothering them with my questions. OWNER [redacted] was the one who seemed bother by my questions and gave me the wrong pipes for my plumbing. I told him this isn't right and he rolled his eyes. Finally said this isn't right and I took my old parts to leave. [redacted] told me never to come back.Wow with a Home Depot down the street. Don't threaten me with a good deal.

I had to call twice to see if my screens were done. Harry kept telling me did anyone call you? I said no, and he said well there not done then. Second call, week and a half later. Did anyone call you? No, but last week I said early last week. Then he said holds on. Found them done. Sitting there. Screen door screen pulled to tight. Took it back, he said he'd put a bar in the middle to keep it from bowing. Didn't redo. Still to small. Not even going back there.

Review: Harry's was going to do an estimate on our riding lawnmower. They picked it up may 14th 20-5. We called on the 20th to see if they had an estimate. Harry said they haven't even looked at it. I said it's been almost a week that they had it and he said "you're lucky most places are 3 weeks" I said wow that's a poor response and [redacted] said "so!"

The next morning they called and gave us an estimate on the repair the estimate came in at $142 plus tax. This quote was for spark plugs, battery, labor and pick up and delivery. I said go ahead with the repairs. Later this afternoon they called back and said they want to drop off our lawn more and they need to collect the money. I gave them my credit card number and then asked what the final bill ended up being. They told me $190. When I asked why it was $50 more they told me the exact same thing they did in the morning... They said they would look into it and call me back. [redacted] called me and yelled into the phone that the $190 was the price I need to pay it or else he was going to disassemble my mower. I told him I don't understand the price difference and he said "fine leave it here to rott for all I care". And he hung up on me. I called back about an hour later and asked to speak with the store manager. Turns out the Man I was talking to was the store manager. I said I understand your mad that you misquoted me, and before I could get anything else out he yelled at me again and told me he didn't get mad and that he told me approximately $142... Then hung up on me againDesired Settlement: I'm frightened to go into the store and even more frightened that he did something malicious to our mower. I'd like to pay what I was quoted without being threatened or terrified.

Business

Response:

On 5/13/2015 we received a Toro riding mower in for service from [redacted]n, which Mr.[redacted]n elected to have [redacted]s Ace Hardware pick up and deliver for a nominal fee of $45.The service order #4856401 that was filled out when Mr. [redacted]n called requesting pick up &delivery service of his riding mower stated, "Does not start." "Check over Estimate". When therepair was on the bench being looked at, the next morning when the customer called, [redacted]had stated the ESTIMATE on the repairs would be about $142 dollars. Let me also state thatestimates are just that estimates, an APPROXIMATE AMOUNT, you never know what you willrun into until a machine is apart and actually being worked on. Once into the machine, weestablished that the unit needed a new battery ($47.99), spark plug ($4.65), oil ($11.99), andthe blades sharpened and balanced ($17.99). Total parts needed $82.61, and that the labortook to finish the job was $44.99. Bring the total parts and labor repair to $127.60 ($14.40 lessthan ESTIMATED). Then with the pick-up & deliver added in the amount of $45.00, EPA chargeof $2.00, and sales tax of $9.78 added, bringing the TOTAL SALE to $184.38.As far as the response to the he say she say the customer states in the complaint. I was the firstperson that spoke with Mrs. [redacted] on the phone, and she stated that she did not care whatwe say that she was only paying the $142, and I responded that if she did not want to pay thepick-up and delivery fee that she was more than welcome to pick up her riding mower here atthe store and I would be happy to deduct the delivery fee for her. Mrs. [redacted]n declined andthen I transferred the call to [redacted] repeated the same totals as mentioned in the aboveparagraph, and when Mrs. [redacted] became verbally abusive and belligerent [redacted] stated, " ifyou want to speak calmly about this matter that I would be happy to" she kept up the foullanguage and [redacted] hung the phone up. Mrs. [redacted] called back and continued the abusivelanguage and was hung up on again. This happened 3 more times.

Consumer

Response: