Newark Mower Center, Inc.

Review: Took Troy-Bilt lawn edger to be repaired because blade would not turn on 5/20/13. After several weeks I contacted them to see how the repair was going. Finally picked up edger and paid $141.45 for the "repair". They replaced the pulley and the belt. Took it home and the machine did not complete a one time job on the sidewalk before the "trigger" on the handle would not work. I thought this was a seperate problem and I would just throw the machine out instead of putting more money into it. Then I decided after a week or so to try to fix the handle myself. After I looked a the handle, I could not find anything wrong. I took the "plate" off near the blade and the "new" belt came off. I took it back and it was quickly "repaired". I wanted them to start it up before I took it home. The person started it an in a couple of minutes, the blade stopped again because the belt came off again. I left it there and heard nothing from them. I stopped in and he told me that they looked at it and there was damage to a part of the moter and it would cost another $140 or so to fix. He explained to me that they "fixed" the most common reason for this problem, and the part on the motor that was broken is rare. I would never had agreed to the repair in the first place on a machine that was a total loss. I feel the they did not diagnose the entire problem with the unit to start with. When I picked up the machine, I told the employee that I felt like I should be compensated for some of the money wasted. He said there was nothing to compensate.Desired Settlement: I would like at least $93.75 for the labor for this rip off "repair"

Business

Response:

In regards to the complaint referenced above, we are sending the customer a check for the

$93.75. No one “ripped off the customer”. We perform a service and

we run a totally honest company. Sometimes there are problems that are

not seen right away by the mechanic, which in this case is exactly what

happened. The mechanic found a problem and we provided an estimate based

on the mechanic’s initial findings, and when the mechanic first repair the unit,

it tested fine out in the shop for the mechanic, so it was an unusual problem

not typically seen. I sympathize with the customer and agree to refund

the $93.75. I apologize that our service representative did not do more

for the customer. We did credit the second service in full – we did not

charge for the mechanic’s time to re-diagnose the problem. We also offered a

discount on a used or new edger purchase. We are sending the refund check

out tomorrow.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.