Repair shop disputes snowblower complaint

Repair shop disputes snowblower complaint
Cold comfort

COMPLAINT: Eric Niemann, Greenfield, Wis.
"I brought my 1-year-old, single-stage Toro snowblower to Speedway Sales & Service in New Berlin for warranty repair work after it failed to start. No mention was ever made of a charge during the three phone calls I made to check on its status.

They called 12 days after the drop-off, and I went to pick it up. I was told by an associate that my total was $65. I said that it should be covered under warranty, as was indicated on the invoice that I received at the time of drop-off.

The associate said that the problem was "'bad gas'" and that it wasn't covered under the warranty. I would think that it would be normal professionalism to call before the service is performed and say that the repair was not covered, in order to check if I still wanted the repair.

The associate then told me my only option was to contact Toro. I reluctantly paid for the service, as I needed my snowblower back."

DESIRED RESOLUTION: "I would like my $65 back."

RESPONSE: Efran Ahmad, owner, Speedway Sales & Service, New Berlin, Wis.
"When operating and storing power equipment, it is the operator's responsibility to fully read and understand the owner's manual. The repair work we did was not related to any defect in Toro's workmanship and was not covered by Toro under their warranty.

I suggest if the customer feels that it should have been a warranty repair, he contact The Toro Co. The customer brought the unit in assuming the repair would be covered by warranty and never communicated to us not to fix the unit if the repair was not covered by Toro."

STATUS:
Stalemate


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Chris Samlak

Subject: Thanks for the comments

I was googling speedway to purchase a snowblower since I bought a riding mower from them two years however this comment also came up in my search. After seeing this, I'll buy it elsewhere since I refuse to buy anything from a store that doesn't stand behind their products. Even if this was the owners fault, to blow them off by telling them to contact the manufacturer is a cop out.

Maybe I'll just go to the manufacturer to buy my snow blower.

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