R & D Mower & Snowblower Sales & Service Inc.

Revdex.com:
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
Regards,
*** ***

This machine was brought to us on June 15, On the equipment receipt we collect a $45plus sales tax which is the minimum shop fee that is applied to the final cost of repair but is otherwise non-returnableAt that time we were running about week backlog averageA number of things in the
complaint need to be clarified.Initially, we inferred that it was a simple switch failure as Mr*** states; however, DR Manufacturing technical department was not able to identify the switch and not available for sale, instead stating that the entire upper handle had to be replaced, costing approximately $for the part aloneWe followed up multiple times to no avail to identify the switch; also, we attempted to identify a switch from alternate supply locally and the internet also to no avail.On July 13, Mr*** surprised us by coming in to pick up his machine as is and declined further service, taking the mower home.The handle was still apart, when he picked it up with the suspect switch exposed.I find it hard to believe that the customer said we did nothing during the time it was here and our time has no value, seeing the handle apartMaybe because of our effort and diligence when he spoke to the right person at DR mfg.; they gave him the information we could not obtain and so he could conclude the service.We have contacted DR again, and they indicated that no switch was sent to Mr***However, they did send him a new circuit board valued at about $for no chargeAgain, this may be due in part to his complaints about us, since the machine is long out of warranty and they had no obligation to provide parts at no chargeDR has also apologized to us about their inappropriate discussion with the customer.In summary, NO refund, as we discussed the day he picked the mower and the time he dropped it off; the down payment was not refundable; however, it did cover part of the time involved in setting up the repairWe closed the invoice not for the billable time but the minimum and no additional payment due by MR *** at pickup.-We are sorry you chose to link us with the inability to finish the job, when your anger should be addressed to the manufacturers DR Technical Service Department.We consider the matter closed and apologize for the communications breakdown.Eric S*Manager

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.
I disagree in what Eric claims he told me; he said the part may not be guaranteed to work but he NEVER said that I could not get my money back, if it did not work. If Eric knew the part wouldn't work, he should have told me up front and tell me that I would not get my money back if the part didn't work.Furthermore, Eric over charged me for the wrong part.I bought the correct part elsewhere for $11 when he charged me 18.95.
Regards,
[redacted]

Revdex.com complaint[redacted]    [redacted]PLEASE REFER TO THE ATTACHED INVOICE ON THE NOTED SALE.  I REMEMBER THIS SALE VERY WELL BECAUSE OF THE LENGTHY
DISCUSSIONS OF FINDING A PART THAT MAY NOT WORK AND THE TIME IT TOOK TO MAKE
THE SALE.WE APPRECIATE THE SERVICE OF OUR VETRANS AND...

RECOGNIZED A
DISCOUNT FOR THIS SALE.  HOWERVER, WE DO NOT APPRECIATE THE COMMENT OF
“VERY UNETHICAL AND DECEPTIVE.” BECAUSE MR [redacted] CLEARLY REMEMBERS THAT HE
SAID HE WAS WILLING TO TRY ANYHING TO COMPLETE HIS TASK THAT DAY AND PRESSED ME
TO FIND HIM SOMETHING THAT MAY WORK.   WE
SUGGESTED THAT HE ALSO PURCHASE THE BOWL GASKET WHICH IS AS IMPORTANT AS THE NEEDLE   (WE CLEARLY SAID REPEATEDLY, THE NEEDLE WAS
NOT THE PROPER PART)  AS HE SAW THE
NEEDLE WAS TAKEN FROM A NEW CARBURETOR KIT BY ANOTHER MANUFACTURER AND HE KNEW
THIS ALSO, WHICH WE DISTROYED TEMPORITLY AND COULD NOT SELL UNTIL
REPLACED,  WHICH HE ALSO KNEW.BEFORE BUYING, WE ALSO SUGGESTED THAT HE “INSERT THE NEEDLE
INTO THE CARBURATOR AND BLOW”   IF IT
HELD, HIS BEREATH, WHICH HE SAID IT DID, THEN IT HAD A CHANCE OF WORKING.   HE CLEARLY TOOK THE RISK OF MAYBE HAVING
IT WORK AND KNEW IT CLEARLY BEFORE BUYING, WHILE DECLINING TO ORDER THE ACTUAL ORIGINAL
PART.     MUCH LATER THAT SAME DAY HE CALLED
AND SAID IT DID NOT WORK   AND  WANTED HIS MONEY BACK;  WHICH WE WERE WILLING TO MAKE SOME ADJUSTMENT
IF HE ORDERED THE CORRECT PART BUT DID NOT WANT TO ORDER  IT.   THEN AND AGAIN WAS TOLD THE ONLY  ABSOLUTE GUARANTEE THAT WOULD  SOLVE HIS 
PROBLEM WAS THE REPLACE THE CARBURETOR.  I’M SORRY THE CUSTOMER’S GAMBLE  DID NOT WORK BUT HE TOOK IT KNOWING FULL WELL
THAT  IT WAS NOT RETURNABLE AND MAY NOT
WORK.   SO HIS ACCUSATIONS ARE
DISAPPOINTLY,  NOT TRUE AND IT’S TOO BAD,
HE IS WILING TO TRADE $18 FOR THE TRUTH.  
I DO REGRET TRYING TO HELP HIM NOW THAT HE CHOSE THIS ROUTE.

11/2/15  response is being drafted

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], however, we had no inappropriate discussion with the manufacturer.  In reality, they were very willing to help us resolve the issue by suggesting ways of repairing the switch without replacing the handle.  We did this and the problem is solved  and in the matter of one week the machine was back in service.  
Regards,
[redacted]

Gasoline power washer was in for service for a starting problem for almost 4 weeks. Multiple calls to check the status were answered w/ "I don't know, we will get back to you" . When they called to say it was ready they informed me that they were unable to replicate my indicated problem and had tried for a few weeks to have the starting problem reappear. The washer was under warranty but because they say they were unable to find a problem I was charged a service fee. When I picked the unit up they were using it to clean equipment and it was filthy (very clean when dropped off) and the spray hose is now kinked. They said it is dirty because they had been using it while it was there. They kept it almost 4 weeks, used it and charged me for looking it over all while they were stalling getting it back to me.