Royal Edger & Mower Co Inc

After being a customer for three and a half years, I brought my mower for repair. After being told they could not find the problem, I was told not to bring my mower back to them. Before I picked the mower up, they actually did fix the issue. It takes years to build a relationship, seconds to lose one...lesson learned, no longer a customer.

Jose and his crew were great. They listened to my concerns and explained in detail what they would check and what they would fix. I got the mower back the same day. The price was very reasonable and below the estimate.

When dropped off mower for WARRANTY REPAIR. was told would be contacted by noon. 4 days later finally told the part would be in on Monday. and we would have the mower back Monday afternoon. Did not get the mower back until Wednesday. They kept mower for 1 week for simple repair. This is not the first time we have had issues with this company. They are all smiles when they sell you a product. Then you are swept under the rug when they need to fix it.

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Product works very well.

Failed to diagnose problem, then Bait and Switched.

On Tuesday the 2nd, I took my Toro lawn mower to Royal Edger and Mower Co. to get a diagnosis on my 6 yr mower. I indicated I did not want to spend too much money on an old mower, and if the repair bill is going to be high, then I would rather put that money towards a new mower.

I told them my lawn mower starts on 1 or 2 pulls. It was working yesterday, but the front self-propelled wheels were making a squeal noise, and finally the clutch engagement cable broke and now the wheels do not self propel. I said, it obviously needs a new cable, and maybe a new drive belt if it needs it, but please call me with the diagnoses before starting.

Royal Edger and Mower Co said they would diagnose and let me know what it is.
Royal Edger and Mower Co has an Estimate Policy of $100 to diagnose the problem, and at that price, I assumed, it would be diagnosed correctly (see picture of their policy below).

After dropping my lawn mower off on Tuesday, I called them the next day Wednesday to get the diagnoses. Royal Edger and Mower Co said they had ordered the parts, I said OK, how much is it and what’s the diagnosis? They said a cable and drive belt, and it would be $120 to repair it. I said go ahead with the fix. Royal Edger and Mower Co said it would be done Friday or Monday.

I called Friday and they said the parts were not in yet.

I called Monday, they said the parts just got in, and more than likely it would be ready Tuesday.

I called Tuesday, Royal Edger and Mower Co had hooked up the cable and drive belt, but indicated to me that it now looks like the Transmission is stripped, and that would be around $260 instead of the original $120. They baited me with the cable and drive belt and now switched it to being the Transmission, at this rate, they may then say the Transmission is fixed, but now you need a new Carburetor, and then a new…., where would this end?

I said STOP, please STOP, you failed to diagnose the problem from the get go, bill me for the Bait (cable and drive belt, the work already done) and I will pass up on the Switch (Transmission) and cut my losses now. Just give me back my lawn mower, so I can put my money toward a new lawn mower. Without asking or saying a word, they gave me a 10% ($11.63) discount, obviously realizing what they had done was not right.

Any mechanic should be able to identify a Transmission gear strip if a lawn mower is brought in for service with a “self-propelled problem” and diagnosis it correctly on the first try. Not string along the customer, and bait them for money, and then switch to the real problem to get more money from the customer.

I did not appreciate that at all, so please be aware when you take your lawn mower to Royal Edger and Mower Co. they will bait you first and then switch the diagnosis for more money. I am giving Royal Edger and Mower Co a rating of “F” for - Failing to diagnose the problem correctly or intentionally.
Thanks, but no thanks.

Tuned up the power edger perfectly and it started right up with the first try. They didn't fix the lawn mower correctly the first time, but I took it back and they made it right. It works perfectly now and I'm very happy. I would go back if I need their services.

My lawn mower wouldn't start. I had already replaced the gas and oil and changed the filter. No idea of what was wrong. I took it over there. They were great. Found what was wrong and fixed me right up. I'll be back there again. Very pleased with their service.

I dropped the generator off on Friday. They unloaded it for me. I was told they would call with status on Saturday, which they did. I gave the go ahead to replace the carburetor. They said it would be ready Monday, which it was. I did not get a chance to pick it up until Wednesday, but it was ready to go when I got there. Paid quickly, service guy brought out the generator, started it to show that was now running perfectly. Then shut it down and loaded into my truck.
Great service, good value!

I liked them a lot. They were very professional, they explained the problem and how they fixed it. They also explained how to maintain the pressure washer.

Did very good job, on time service

Picked up lawn tractor ($75 charge) and took about a week to service. Had to order parts. Delivered as promised. Tractor working great, professional service and sould call them again.aired deck, new blades, repaired rear tire.

Execllent. Mower had been setting unused for a couple years. Wanted to knnow if it was even worth trying to mow with it again. They listened and understood, even offered to set a spending limit. They went over the mower completely and it was ready the next afternoon, under limit. Runs great and saved me from buying a new mower that I didn't need.
Though one can tell a major part of their business is with sales and service of large commercial lawn products, I was always treated as if mine was the most important project they had. In spite of being busy, I was promptly greeted and when it was my turn they never rushed me, listening to what I wanted done -- and they did it. No one ever tried to over-sell or upgrade (something that seems unheard of with repair-work). Everyone at Royal Edger is very friendly, yet professional. I will definitely be back and refer anyone for their products.

Great, called dropped off equipment and was called when completed within a couple of days.

We called Royal Edger and Mower when our lawnmower would not run after having sat unused in our garage for about a year. They gave us an idea of what could be wrong and an estimate over the phone so we decided to take the mower to them for repair. They inspected the mower, confirmed the estimate, and repaired the mower within several hours of receiving it. The mower also needed a battery which they did not have in stock but they told us where we might be able to purchase the correct battery so we went directly to that store and were indeed able to purchase the correct battery. We then went back to Royal Edger and Mower with the battery and they installed it for us free of charge and we were able to take our repaired lawnmower home the same day we dropped it off. We could not have asked for better service. We have not had any problems with the lawnmower since.

This was my first experience purchasing anything big from Royal Edger. My new maintenance employee that joined our crew had been dealing with them for years with excellent results in every respect. So he told me about the company and we were purchasing small lawn care products from them at better prices and quality then we were getting. Love saving money! Our mower we had been using needed to be replaced badly. So they came to tell me about this great commercial grade mower and also we could purchase it with 48 months financing at zero percent interest under our corporate name with no other guaranty needed. Well that got my attention so I got approval to purchase it and requested an application for the financing. After they received my application they called to tell me immediately that they needed one proprietor or owner to sign the application with their SS # etc. Anyways to make a long story shorter, we didn't want to go that route so we bought it outright. I just got back in from riding around on it myself. Great service from Eric at Royal Edgar. Excellent customer service and feedback. They trained a couple of my guys on the new mower and loaded it into our truck and off we went. As a female.. this isn't anything I would normally get excited about but the whole experience was very smooth, educational and very excited to get the new equipment.

They were very prompt, and they work was very good. I had to take the stuff to them. I would rate them highly.