Lawn & Leisure

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:We bought the generator in December but did not use it until April The key start did not workWe thought the battery was bad and hooked it up to the a battery tenderizer (keeps the battery charged)After charging the battery overnight the battery tenderizer indicated that the battery was fully chargedBut the key ignition would not workThat's why we returned it to Lawn and LeisureAfter we picked up the generator at Lawn and Leisure when it was "serviced" it still did not workWe did not use it in the months because the key start would not workWe were never presented with a bill for payment ($24.22) instead we were asked to leave the store As stated in the response "The loose solenoid cable would be related to difficulty with the key start", which is the problemIt did not work after we bought the generatorThat's the reason we returned the generator to Lawn and LeisureSince the generator was not used until April, how would we charge the battery? That's why we used the battery tenderizerCharging a battery has nothing to do with the key starter and a loose solenoid cableWe bought a $generator, brand new and Lawn and Leisure did not stand behind their productThis is not good customer serviceWhen we took to the generator to [redacted] to diagnose the problem, we did not ask for the oil change and spark plug, but they added that service.We request a refund of the $deposit plus the $for parts as originally stated in the complaint or return the generator for a full refund Regards, [redacted] ***

November 16, 2014Dear [redacted] ***,My name is Ray B [redacted] and I am the owner of Lawn and Leisure PowerThis is in response to ID [redacted] .On April 25, 2014, [redacted] and [redacted] requested us to look at the [redacted] generator because the key start wasn't workingUpon inspection by the mechanic, he discovered there were unauthorized/nonrecommended wires attached to the battery terminalsThese wires caused a bad connection and low voltage to the key switchThe attached wires were removed and the battery terminals were connected back to factory settingsThe key switch worked after the battery terminals were configured back to factory settings.When the customers came to pick up the generator, the mechanic (who worked on the unit) demonstrated the key start working for the customersThe mechanic, the owner, and two other employees were present during the demonstration[redacted] (the manufacturer) did not cover the service performed by our mechanic due to the unauthorized/non-recommended wires attached to the battery terminalService/maintenance costs are not the responsibility of the manufacturer or dealer, they are the responsibility of the consumerAlthough we serviced the generator, we did not collect any payment due to us ($24.22, refer to Lawn and Leisure Power Invoice ***)[redacted] Invoice # [redacted] As indicated on the invoice (highlighted in yellow), the service performed on the generator was “service related," not warranty relatedService/maintenance costs are the responsibility of the consumer, not the responsibility of the manufacturer or dealerAlso note that an oil change and spark plug service are considered maintenance and are not related to the key startThe loose solenoid cable would be related to difficulty with the key start, but that would still be maintenance related and the costs would be the responsibility of the customer.Communication with [redacted] I have spoken directly with the manager of Virginia Outdoor Power EquipmentHe has confirmed the service performed (October 25, 2014) on the generator is “service related" and it's not covered under warrantyConsumers are responsible for service/maintenance costs.Pictures of the generator prior to servicing by Lawn and Leisure PowerAttached to this letter are three pictures of the generatorAs you can see, wires were attached to the battery terminalAttaching these unauthorized/non-recommended wires can void the [redacted] warranty in the futureThe manufacturer (Honda) and dealers are not responsible if consumers attach unauthorized wires to generators and void the warranty.Lawn and Leisure Power's Position The improperly attached wires were causing the key start failureIt was fixed and we demonstrated that the generator was working before it left the shopWe were never paid for fixing the generator, which would be the responsibility of the customer, as it would be service/maintenance and not be covered by the warranty.What happened in the six months between when it left Lawn and Leisure Power and when it was taken to Virginia Outdoor Power, is anyone's guessThe oil change and spark plug from Virginia Outdoor Power would have no bearing on the generator starting and the solenoid cable, which would affect the key start, could have come loose in those six monthsThe charges from Virginia Outdoor Power would still be considered service/maintenance and would be the responsibility of the Customer.Lawn and Leisure Power is not responsible for service costs performed by Virginia Outdoor Power EquipmentIn addition, Lawn and Leisure Power is owed $for the service performed in April.We request the complaint be removed.Regards,Ray B

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Lawn and Leisure held the generator for weeks and their technician could not diagnose the problemThe generator did not work when we returned home that dayWe were never given a bill for the amount they said we owe of $*** *** *** *** found the problem after we took the generator to them for repairThe battery tender wire is there to charge the battery and has nothing to do with the key start or the solenoid wireThe generator would not start, so we attached the wire to charge the batteryLawn and Leisure asked us not to return to the store after we complained to the manager of the problemThe manager told us to take the generator somewhere else and we were not welcome back to Lawn and Leisure anymoreWe took the generator to *** *** *** *** for repairWe are requesting our money back for the repair or return the generator for a full refundThis was a $generator!
Regards,
*** ***

On Tue, Jan at 4:PM , Tim *** wrote:I am contacting you to inform you that Harolds muffler has called me today and offered to help and pay for the vehicle to be diagnosed at Kia dealership up to around $I accepted that offer and the vehicle will be
taken in tomorrow morningThank you for your helpGet Outlook for Android

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:1. We bought the generator in December 2013 but did not use it until April 2014. The key start did not work. We thought the battery was bad and hooked it up to the a battery tenderizer (keeps the battery charged). After charging the battery overnight the battery tenderizer indicated that the battery was fully charged. But the key ignition would not work. That's why we returned it to Lawn and Leisure.2. After we picked up the generator at Lawn and Leisure when it was "serviced" it still did not work. We did not use it in the 6 months because the key start would not work.3. We were never presented with a bill for payment ($24.22) instead we were asked to leave the store.
4. As stated in the response "The loose solenoid cable would be related to difficulty with the key start", which is the problem. It did not work after we bought the generator. That's the reason we returned the generator to Lawn and Leisure.5. Since the generator was not used until April, how would we charge the battery? That's why we used the battery tenderizer. Charging a battery has nothing to do with the key starter and a loose solenoid cable.6. We bought a $2800 generator, brand new and Lawn and Leisure did not stand behind their product. This is not good customer service. When we took to the generator to [redacted] to diagnose the problem, we did not ask for the oil change and spark plug, but they added that service.We request a refund of the $35 deposit plus the $14.19 for parts as originally stated in the complaint or return the generator for a full refund.
Regards,
[redacted]

November 16, 2014Dear [redacted],My name is Ray B[redacted] and I am the owner of Lawn and Leisure Power. This is in response to ID [redacted].On April 25, 2014, [redacted] and [redacted] requested us to look at the [redacted] generator because the key start wasn't working. Upon inspection by the mechanic, he...

discovered there were unauthorized/nonrecommended wires attached to the battery terminals. These wires caused a bad connection and low voltage to the key switch. The attached wires were removed and the battery terminals were connected back to factory settings. The key switch worked after the battery terminals were configured back to factory settings.When the customers came to pick up the generator, the mechanic (who worked on the unit) demonstrated the key start working for the customers. The mechanic, the owner, and two other employees were present during the demonstration.[redacted] (the manufacturer) did not cover the service performed by our mechanic due to the unauthorized/non-recommended wires attached to the battery terminal. Service/maintenance costs are not the responsibility of the manufacturer or dealer, they are the responsibility of the consumer. Although we serviced the generator, we did not collect any payment due to us ($24.22, refer to Lawn and Leisure Power Invoice [redacted]).[redacted] Invoice #[redacted] As indicated on the invoice (highlighted in yellow), the service performed on the generator was “service related," not warranty related. Service/maintenance costs are the responsibility of the consumer, not the responsibility of the manufacturer or dealer. Also note that an oil change and spark plug service are considered maintenance and are not related to the key start. The loose solenoid cable would be related to difficulty with the key start, but that would still be maintenance related and the costs would be the responsibility of the customer.Communication with [redacted] I have spoken directly with the manager of Virginia Outdoor Power Equipment. He has confirmed the service performed (October 25, 2014) on the generator is “service related" and it's not covered under warranty. Consumers are responsible for service/maintenance costs.Pictures of the generator prior to servicing by Lawn and Leisure PowerAttached to this letter are three pictures of the generator. As you can see, wires were attached to the battery terminal. Attaching these unauthorized/non-recommended wires can void the [redacted] warranty in the future. The manufacturer (Honda) and dealers are not responsible if consumers attach unauthorized wires to generators and void the warranty.Lawn and Leisure Power's Position The improperly attached wires were causing the key start failure. It was fixed and we demonstrated that the generator was working before it left the shop. We were never paid for fixing the generator, which would be the responsibility of the customer, as it would be service/maintenance and not be covered by the warranty.What happened in the six months between when it left Lawn and Leisure Power and when it was taken to Virginia Outdoor Power, is anyone's guess. The oil change and spark plug from Virginia Outdoor Power would have no bearing on the generator starting and the solenoid cable, which would affect the key start, could have come loose in those six months. The charges from Virginia Outdoor Power would still be considered service/maintenance and would be the responsibility of the Customer.Lawn and Leisure Power is not responsible for service costs performed by Virginia Outdoor Power Equipment. In addition, Lawn and Leisure Power is owed $24.22 for the service performed in April.We request the complaint be removed.Regards,Ray B

December 23, 2014This  is  in  response  to  ID  [redacted].        Lawn  and  Leisure  Power’s  Position      When  the  customer  brought  the  generator  into  Lawn  and  Leisure  Power   in  April  2014,  we  serviced  it  and  determined  that  the  attached  wires  that   was  connected  by  the  customer  (pictures  provided  in  previous   response)  were  causing  the  key  start  failure.    We  detached  the  wires  and   corrected  the  wiring.  Before  the  customer  left  the  store,  we   demonstrated  that  the  generator  key  start  was  working  properly.  The   solenoid  cable  was  not  loose  at  the  time  we  serviced  the  machine  and   the  generator  started  without  any  problems.  What  happens  to  it  after  it   leaves  the  store  (loose  cables,  needing  an  oil  change,  etc)  is  the   customer’s  responsibility.        We  were  never  paid  for  fixing  the  generator,  which  would  be  the   responsibility  of  the  customer,  as  it  would  be  service/maintenance  and   not  be  covered  by  the  warranty.  Lawn  and  Leisure  Power  is  owed  $24.22   for  the  service  performed  in  April.      We  request  the  complaint  be  removed  and  we  will  not  attempt  to  collect   $24.22  for  the  service  that  was  performed  in  April.      [redacted]  [redacted]  [redacted]  [redacted]  [redacted]      As  indicated  by  the  customer,  Virginia  Outdoor  Power  Equipment  was   hired  to  diagnose  the  key  ignition  in  October  2014.  They  determined  the   service  performed  on  the  generator  was  “service  related,”  not  warranty   related.  Service/maintenance  costs  are  the  responsibility  of  the   customer,  not  the  responsibility  of  the  manufacturer  or  dealer.  The   customer  says  they  did  not  request  changing  the  oil  and  spark  plug,  even though  it  was  performed  by  Virginia  Outdoor  Power  Equipment.  The   customer  should  seek  re-­-imbursement  from  [redacted]  [redacted]  [redacted]   [redacted]  for  labor  and  parts  associated  with  oil  and  spark  plug  change   since  the  customer  did  not  request  the  service.      Virginia  Outdoor  Power  Equipment’s  hourly  rate  is  $72  per  hour.  They   charged  30  minutes  of  labor  to  address  the  key  ignition  issue,  change  the   oil,  and  change  the  spark  plug.  Changing  the  oil  and  spark  plug  typically   takes  15  minutes  of  labor.  The  customer  should  seek  re-­-imbursement   from  Virginia  Outdoor  Power  Equipment  for  $18  labor  (oil  and  spark   plug  change)  and  $14.19  for  parts,  since  they  claim  they  didn’t  request   that  service.        Since  [redacted]  [redacted]  [redacted]  [redacted]  charged  for  30  minutes  of   labor  and  the  spark  plug  and  oil  change  would  be  about  15  minutes,  the   labor  cost  to  address  the  key  ignition  would  be  15  minutes.  The  labor  to   address  the  key  ignition  would  be  $18  and  would  be  the  customer’s   responsibility.           Regards,      Ray  B