Country Home Products

I contacted DR Power Equipment (a division of Country Home Products, Inc,) on January 23rd about a warranty issue with my Pilot Leaf Vacuum which had developed a crack in the scroll housing, part# ***. I was asked for a photo of the failed part which I provided and *** approved the warranty claim via email on January 23, order ***, After 2 weeks had passed with no update I began emailing DR Power Equipment about the status of my order but received no response. I called and chatted with DR Power every day beginning February 4 and each day I was promised the item would ship that day and I would receive conformation of shipping by email plus I was promised a cell back on at least one occasion none of which happened. I just finished chatting with Josh who also could not update me on the status of my order. It has been almost 3 weeks and I'm beginning to worry that I will never receive the part I so desperately need since my leaves are piling up. I would like to know why I've been given the run around and not treated like a valued customer?

I ordered a replacement engine for their 11.5 Chipper that only ran 5 mins. and locked up. Took it to an authorized dealer to be told I did not add the oil until after the unit failed. Which was a lie because I put the oil in before it failed (I work in automotive I know how to work with engines) and just trying to fire the unit but it would not run turn over took 4 times just to get it going. Then it died like I said after 5 mins. just to be told the engine is too clean so must of had no oil? Which makes no sense because it would of had metal shaving, heat build up something. So no one honored warranty, so I have a $2,000 machine still can not run. So I ordered the replacement engine 1/17/2019 (but I did get a discount on the engine so that was decent of the company) was told had plenty in stock would ship next day. Never Shipped, Called that Monday "it will ship out Tuesday" Called Wednesday still did not ship "will ship out Friday" and Etc, Etc. until today 2/6/19 was supposed to have shipped out 2/5/19. Called up asked for Manager tired of the run around, "Manager is in a meeting will call back". Received a Call back not from Manager same lady I talked to when asked for the manager, Manager is too busy to do any calls back but we talked to our warehouse again and will now ship 2/11/2019. Still no reason why taking so long if you are back ordered just say so. I work in the Warehouse Manufacturing business and I know something is not right here. But we tell our customers the truth if we are waiting on the items. Just want the engine so I can use the machine I am still paying for and have not used yet which is still sitting in the authorized dealer shop. I understand its a different warehouse the engine is coming from but something is not right here.

I purchased a $1,399 Field & Brush Mower on 11/10 and I drove 2 hours each way to pick it up in Salem, VA. I had a brand new trailer tire blow out on the way home due to the employee loading it on the back end of my trailer instead of the center. I got it home, unloaded it, put in the oil and gas, and it would start but would not drive at all. I called customer service and they had me talking to a service tech named ***, by email. I told him exactly what I thought the issue was (the drive traction idler pulley isn't properly aligned) and he had me send him a photo of it. He said he was forwarding the photo to his "lead" and would let me know when they responded, but in the meantime he was going to send me a new drive belt and 2 new drive keys to try just in case. I received the new parts, put them on myself, and that did absolutely nothing to help. The service tech stopped responding to my emails, never did let me know what his "lead" said about the pulley issue, and when I call to talk to him I'm told he is in training. When I ask to speak to a supervisor, I'm told they are too busy to talk to me. I then called Customer Service back on 11/30 and told them I just wanted to return the mower for a refund, as I am tired of fooling with it and them. I was told that I would have to drive it back to Salem, VA (they offered to deliver it to a truck stop close to me when I placed the order, for an extra delivery/unloading fee, but now say they can't come this far to pick it back up) but that I would have to wait to receive a "return slip" by email in a few days that I'd need to print out and bring back with the mower. That was 3 weeks ago and I have yet to receive that email. When I called to inquire about the mower originally (before purchasing,) I couldn't get off the phone with them. Now that I've bought it and they have my $1,399 they don't want to talk to me. I will never purchase from this company ever again if this is how they treat their customers.

On 8/13/18 I ordered a 9.5 electric start chipper and tow kit under special promo 36 mo 0% int for 36 months thru Synchrony bank ($150.00) promo fee. *** approved me for $3000.00 credit limit. 08/19/18 I ordered K22 gas powered log splitter and tow kit, total for both came to approx $3020.00 2nd order was denied by ***. *** talked to boss and got it to $3000.00 limit and it was approved. When I got the second billing was about $3300.00, for both machines & tow kit. I called *** and got no explanation why my limit was exceeded. I was told to call Country Home Products. I tried calling their #4 or 5 times over 2-3 days and got no response.

Ordered a trailer on May 19 2018 with delivery of 6 to 8 weeks. That did not happen sent them an email on June 21 their reply was it should be sent by end of August. That did not happen either. The trailer was finally shipped September 19 2018. 17.5 weeks after order. They breached their contract not once but twice. I got something else in the meantime because I did not think I would ever receive it. They charged my account $2298.96. I had the trailer returned and now can not get a refund for the money. So now no trailer and out $2300 . Do not do business with this company they are horrible.

DO NOT order from this company!! They took $649.99 out of my bank account twice ($1299.99) for a product that should have been a one time payment of $649.99. I called three different times to try and get one $649.99 charge put back into my bank account. NO LUCK! All I got was a run around "the product has not been shipped so no money was taken out of your account" "we do not see an extra charge" . Well my bank account sure shows different!! They won't pay for the over draft charges they created by taking the unauthorized extra money. They will not refund me the unauthorized money they took. I am having to do a stop payment and file a fraud charge complaint with my bank against ***. $649.99 is getting up there to be almost $2000 that I might not see anytime soon if ever. Save yourself the time and money and do business someplace else, I sure wish I would have.

Thank you for your reply. I apologize for the delay in getting back to you but my computer broke and I just got access to it again. I am hesitant to call as I have already had 2 telephone conversations with DR after being on hold for about an hour each time.

To sum up the problem though:
1) After less than an hours use my DR Trimmer failed to start anymore. After calling DR the first time we took the Trimmer to the local repair shop which is Teixeira's Polaris.
2) After taking the trimmer to Teixeira's Polaris (Authorized Service Center - ***) for warranty repair it took them almost 2 weeks to fix the trimmer. They said that when they contacted DR for payment for the warranty repair that the phone numbers I had given them did not match the phone number that they (DR) had on record when the trimmer was ordered. I must have used my cell phone number, which is ***, when ordering the trimmer from your website and given Teixeira’s Polaris my home phone number, which is ***.
3) I then gave Teixeira’s Polaris my cell number and they said they called DR and were awaiting a response from you. Another week went by with zero call from the repair center. I then proceeded to call the repair center (Teixeira’s Polaris) and they said you had not contacted them to authorize payment yet.
4) It was then I called DR a second time and after about an hour’s time on hold I spoke to someone who took all the information after I relayed the story as I have outlined here, and she said the “Warranty Department” would take care of it. Still no response from Teixeira’s Polaris who said you had not contacted them.
5) My lawn by now was in severe need of trimming with the grass getting a foot high, so I went to Teixeira’s Polaris and paid for the repair myself as your company seemed not to care about me or my lawn.
6) Soooooo, I am inquiring as to how I may go about getting reimbursed for the repair? The serial number of the trimmer is *** and the repair came to $51.36. I can email or fax a copy of invoice to substantiate the repair cost.

Thank You,
***

From: DR Power Equipment [mailto:***]
Sent: Thursday, August 30, 2018 1:03 PM
To: ***
Subject: RE: DR Contact Us Form [#2FAC4E]

Thank you for contacting us ***,
You would have to call us at 1-800-376-9637. A rep will have to contact the shop too see why the repairs were not covered under the warranty. Please email me back anytime if you have any further questions.
Thank you, ***

-----Original Message-----
From: ***
Sent: Wednesday, August 29, 2018 7:59:39 PM
To: ***
Subject: DR Contact Us Form
Topic: Technical Support/Troubleshooting
Subject: Warranty Repair problem
Email Address: ***

First Name: ***
Last Name: ***
Phone: ***
Zip Code: 12583
Country: United States
Order Number: ***
Machine Model: DR Trimmer / Mower
Serial Number: ***
Message: After less than an hours use my DR Trimmer (purchased via your website) would no longer start. I took it to Teixeira's Polaris (Authorized Service Center - ***) for warranty repair. After numerous delays involving a wrong phone number lasting almost 2 weeks I paid for the repair myself so I could finally trim my lawn. Is it possible to get reimbursed for the repair directly from you? I do have a copy of invoice I could fax you. Thank You

I bought a *** tow-behind field and brush mower in late October of 2016. Didn't start using it until Spring, 2017 and found out right away that there was a persistent electrical problem that drained the starting battery. Basically, the machine wouldn't charge the battery after starting but used the electricty from the battery to run. After a few hours, it stopped (usually far away from the barn) and wouldn't start - dead battery. I called *** and went through the usual possibilities on several occasions. However, as soon as I replaced the battery, no problem until it was drained. I hired a local mechanic to come out and take a look twice but he couldn't find the source of the problem and I took the unit to two *** authorized repair centers. The first group "couldn't find anything wrong", yet the problem persisted. The second repair center said that it was a maintenance issue, not electrical, and charged me over $200 because this wasn't covered under the warranty. After running the unit again for about 2 hours - same problem so there was no fix. I called *** and requested that they take the machine back and refund my money ($3,600) or send a new machine. They refused because I had not purchased the machine directly from them, even though they sold me an extended maintenance warranty after purchase. I am now having to deal with the local vendor who thinks he can fix the problem. Good luck - after 4 attempts, I am probably stuck with this piece of junk. Don't buy this piece of equipment from *** in the first place - shop around for other choices. I wish I had done so.

bought a *** field bush mower from their website, rated 5 stars on their site.
website claims shipping out in 1-3 business days, and took more than a week to ship, called in couple of times to check shipping status and keep saying shipping out tomorrow. And they email you a warehouse address for pick, that the machine is not at that address, need to call the carrier to get a new pick up address.
finally got the product, first, missing a bolt for the handle. so I called in and they promised me to send one quickly as I do not have exact same bolt.
Get the engine starts up, but the mover won't move forward or backward, called 2-3 times, every time holding 20-30 minutes to get a support told me to adjust the this and that, check to see if the belt is there, wasting the whole afternoon, then still not working.
So I really wonder how their 5 star review coming from.

On/about June 4, 2017, my husband and I bought a DR Power 9.5 Chipper and Shredder from ***'s in Monroe, WA. We used the equipment per the instructions, and had used it approximately 5 times when, in December 2017, my husband started the unit, and all the blades came loose and blew through the sheet metal housing of the unit. It is just lucky that he wasn't seriously injured or killed when the unit failed.

My husband contacted DR Power Equipment in January, 2018 to report the equipment failure and request a refund. At that time, they said that without the receipt from the original purchase, we had no way to exercise the 2 year warranty. In July of 2018, we found the receipt for the unit.

July 30, 2018: I called DR Power Equipment to pursue warranty action on the unit, and was told by the technical service representative that DR Power Equipment did not address "major" or "catastrophic" failure of their equipment, and we needed to pursue remedy through the seller we bought the unit from. Although this sounded extremely odd, I spoke with ***s customer service, who had no idea what I was talking about and referred me back to DR Power Equipment. I called DR back and spoke with *** in technical service and he told me again that any warranty claim for the unit had to be processed through the seller. I called ***s back again and this time spoke with one of their managers, ***. Mr. said he would call DR Power Equipment and find out what I should do. At this time I sent Mr. copies of the original purchase receipt, the front cover of the equipment manual, and several photos of the unit after it failed.
July 31, 2018: Mr. forwarded my information (phone and email) and files to DR service (***).
August 2, 2018: *** sends the information Mr. and I sent him (Mr.) back to Mr. with information to discuss warranty remedy through *** Customer Support.
August 2, 2018:
Mr. sent me an email indicating he had called *** customer service (***) and *** would contact me for more information.
Mr. *** emailed Mr. requesting information (much of which had already been provided in the original email request for warranty support). Mr. forwarded that email to me.
August 3, 2018: I sent Mr. an email with another copy of all information plus all the details he requested.
August 10, 2018: I sent Mr. another email requesting a response to my request.
August 15, 2018: Revdex.com complaint registered. I went this route because I think DR Power Equipment is attempting to slow warranty response until my 2 year warranty expires. My initial phone call indicated the warranty started on the date of manufacture, not the day I purchased the unit. All I know is that my unit was manufactured some time in December, 2016.

Purchased a *** Speedwash System *** Pressure Washer, Order No. *** ...Upon opening box the machine was slightly covered in Oil and the wheels and frame work were bent....Thinking I could probably live with it I proceeded to follow instructions to start use of washer...When it first started on the second pull it smoked uncontrollably and was bucking and hopping around my driveway easily seeing to anyone it was not running correct and smooth......I gave it time to see if it would smooth out thinking it could still be cold...But to no avail it even stalled first shot when I pulled trigger on wash wand....Then thru repeated attempts to restart and it doing the same thing every time....I decided that this wash either was a damaged product or return sent to me....I called customer service for a return authorization no. and was given one and was told it would be picked up within 1 to 3 days by ***.....I provided the correct address for pick up and its been 3 weeks now with nothing done...I still have it all packed up ready to go back..And they never picked it up to give me a full reund....There policy states that you have 30 days to send back product after return no. is issued..

the rebate form clearly indicates I am to receive a 500 dollar rebate, the card they sent indicates 200 dollars. they are claiming it is the dealer responsibility, the dealer says dr power responsibility. I am owed 300 dollars. dr power is the brand name of the 21.0 model chipper.a country home products subsidiary.

I placed an order for back on April 12th 2018 for two veg trugs, and 1 cover and frame. Two weeks later when the items had not been received, I made a phone call and was told the items were back orders, and, would be drop shipped from the factory. (never an communication from Dr. to explain my items were back ordered) After four weeks the trugs arrived but no cover and frame. Another phone call, another excessive hold time.. "Oh sir, we're sorry we will ship the item right way, we don't know how this happened" Another week goes by and a replacement cover arrives but no frame. Another phone call ... "sir I will rectify this right away, let me talk to the manager, I don't know how this could have happened," give me a couple days, I will call you back. Two weeks later no return phone call, no frame, and, I still have a useless cover. Another phone call another endless hold. We'll call you back .. Still no frame. Next phone call will be to my credit card company to dispute the charge, I have no idea how else to get their attention....

On May 4th I purchased a DR 62Volt electric mower. It was to ship in 7 to 10 business day. I have not received it. Their CURRENT adds list as STOCK and a 2-3 day shipping time frame. After numerous checks with the people of DR, I was given a May 24 or 25 ship date. Now the say it will not ship until late June, yet they continue to list them as STOCK. This to me is false advertising and it should be stopped.

I placed an order on 4/30 and have not seen any change in order status other than in process. When calling customer service all I get is that *** has purchased them this has been a problem with the Wisconsin warehouse. Why should I care? This should be transparent to me, shouldn't it? I feel like DR doesn't care about my receiving money. Please do not order from this until they get their act together.

On 4/19/18 I purchased equipment from Country Home Products for $2500. The purchased included the unit purchase (field mower) and fees to deliver to where I live in Foresthill California, the goods where shipped on 4/26. After several weeks the goods never showed up due to an issue with the transport company that Country Home Products used for delivery (***) who will not delivery to my area. After multiple calls and emails to try and get this resolved, as of 5/21/18 nothing has been done. Country Home Products will not take any responsibility for the delivery with the only alternative several weeks into the issue was for me to obtain my own delivery vehicle and drive to the transport depot and pick up the goods. This is not an option and an acceptable alternative. For several weeks I have called and emailed Country Home products however they never respond, they do not follow up and now the transport company is looking for storage fees. I have also called the transport company to investigate of which they have claimed for weeks that they have contacted Country Home Products for resolution of which they have not responded. I have now sought a refund however Country Home Products are in no hurry to process and will not until the transport company ships the product back. This is not my issue and the service from Country Home Products has been nothing less than appalling with no customer service and minimal response that stipulated that this my issue and not theirs. I paid for delivery, as offered on their website, and the goods have not been delivered and I am owed $2500.

I had ordered a product for gravel grading from DR Power whose parent company is Country Home Products. The product came to Rapid City SD severely damaged so *** sent it back. I called into them stating what happened and requested a new product which they promised within a week. Time went by and I followed up and they stated I couldn't get the product until late August so I requested my money back which they promised. I still have not seen my refund or a product and they won't respond to my e-mails and phone calls lead to empty promises.

horrible experience. bought an expensive chipper, they state its shipped to a warehouse and you must be PROMPT for picking it up when it arrives. after a week of not receiving any kind of notice of if it will ship, when it shipped, or when it might arrive, (no window at all) I finally contacted them and left a message that they need to be more informative to their customers, if we need to be prompt then we need to have some kind of information, be kept in the loop. then I just ended up canceling the order.
another week goes by and I receive a part in the mail, no explanation of why they sent me a part, if the order was canceled.. so again spend the morning calling their department to find out it was canceled, never gave me notice of it and here they are sending me parts when its been so called canceled, no information for their client whatsoever...
PLEASE be more informative and keep other client in the loop, im a business owner and could never imagine doing this to clients.

I Placed a catalog# (Customer ID Code: ***) for the following item:SKU *** Qty 2. There was a discrpancy in the price from what the catalog stated vs. the only site but I was told they would honor the catalog price as it was in fact current and their error. Order # *** confirmed on 3/15/2018. I was told that the item was in stock and would be shipped within a week.I called customer service on the 23rd of March to check the status of my order and spoke with "***" who told me she would check into it and get back to me the following day. I did not hear back the following day but on the 26th received the transcript of the voicemail as follows:

Hi, this is a message for Mr. ***. This is *** calling from ***, Mr.. I'm following up on the verge truck order you have placed with us for the to raise bed veg drugs, and you and I spoke in last Thursday. I'm just letting you know that it looks like these are due to ship around the 20th of July so it is going to be a couple of months here before we have these available in are able to ship them out. I just wanted to give you that update if you have any further questions. Please don't hesitate to call us our customer service phone number is one ***. We are available Monday through Friday 8:30 a.m.. Until 5 o'clock p.m.. Eastern Standard Time. Thank you. Goodbye." (spelling errors compliments of transcription service)

On Tuesday, March 27, I called Online Sales @ *** to see if they had item SKU *** for sale and in stock-I was told "Yes, and that they could ship in 1-2 business days" to which I replied "Then why was my order (#) placed on 3/15 not shipped?" I was then transferred from sales to customer service. I was then informed that while they were out of stock at the "Factory Store", they had them at the "Warehouse" and they would work to get my order shipped from there. Two more days have elapsed and I once again went to the website to both check the status of my order as well as current product availability-Status still "In Process", Availability, In Stock. So, I called customer service again speaking with "***", unable to resolve the issue I requested to be transferred to her supervisor. I was told that she was busy and asked if a return call was acceptable- I replied in the affirmative. I received the callback @11;09 Central Time. I expressed my dissatisfaction with the current status of my order and the ongoing discrepancy surrounding both online and telephone sales and order fulfillment. I was then told by "***" that the item was out of stock and either would be backordered IF, in fact, they would ever stock, and the order "might have to be cancelled". Transcripts of these calls should be available. I then stated that I had an opinion as to the real nature of the issue and asked to share. My opinion is that from the printed catalog to online there was a difference in price from $179.99 to $269.99, or $90 per unit and rather than take the losses and honor their price as published, they are claiming no stock. ***,the manufacturer of the items in question, has no such supply problem.

I purchased a DR Power Pro XL leaf vacuum On April 14th 2017. Now that the leaves are falling I have tried to use it but the "sock" on the front of the canvas container keeps sliding off of the plastic chute allowing the chopped up leaves to blow back on the back of my head and down my neck. I have written to customer service but have been told that I must order and purchase the part that corrects this problem. The second time that I wrote I was told to insert flat washers under one side of the engine base. As a skilled machine repairman I know better than that.