TAYLOR LAWNMOWER SALES & SVC

"This is an unfortunate situation, however, yes we did the repairs as stated and noted via the police when they were at our location and please note that the police asked the customer to not return to our location as they have had many problems with this individual (Please note that at no given time was this customer threatened by any member of our staff—the customer was actually threatening us and it was actually a member of our staff that called 911. We offered several times for the customer to come to our location with the tractor so we could observe how he was operating the unit which he said he would and never did. The work was done on this unit exactly to specifications and the credit card company did NOT reverse the charges after their investigation was complete. If we were to charge a customer for work and/or parts that was not done or installed not only would be completely unacceptable/unethical but considered fraud--please note again that the police officer did observe the parts that were replaced. This customer refused to bring the unit back for us to attempt to make the situation correct--he brought it the first time then when he got home he contacted us with problems we asked him to bring it back which he did we checked it again and found no problem--he took it home the second time and called with the same problem and in turn returned with the unit once again -- per our policy it was turned over to the service manager-- he in turn checked the unit and actually went and mowed the neighbors complete property including hills and found no problem. The customer once again picked up the unit and called and said the same problem existed which is when we asked him to return with the unit so we could observe the customer's operation of the unit which he said he would but never did. WE MUST STRESS THAT WE HAVE BEEN IN BUSINESS SINCE 1957 and have complete knowledge of checking oil levels and further WE MUST STRESS THAT OVER FILLING OIL LEVELS WOULD NOT BLOW UP AN ENGINE OR ANY OTHER DAMAGE-the only thing it would possibly do is foul the spark plug and or make the engine smoke and or damage the air filter. Please note that when the customer left with the unit driving it down the road as that was the way he brought it was driving it here the unit was not smoking. This customer is of the Hispanic race and he kept insisting that we were doing things to his tractor on purpose due to his ethnic race which is in no way at all true. He kept insisting that our lead technician who is African American did not like his race which is just simply not true. Please note that his statement of over inflating prices is just not true we do not have to charge what other shops charge if in fact there was a discrepancy. In closing we truly regret that this individual has an exploded view of the actual events and did not allow us the opportunity to show him that his only problem was the extreme height of grass that he was attempting to cut and additionally the grass was wet. His statement of 5 days is also incorrect as we run 2 – 3 weeks in prime season which this was in May/June 2013. Please note that it is truly unfortunate that one year later we are still answering to this original complaint and that we would offer advice that the credit card company found in favor of us and that is only because we were able to prove our case. We would readily respond to any further complaints and would like to stress again that at no time did the owner or any other member of our staff treat this individual in the manner that he has stated."

"First we will say that under no circumstances is it ok to make a customer feel unimportant or "out of the loop". This was again an unfortunate situation and the situation should have been handled differenty and we did and do apologize for the [member information removed] that these folks had as well as their feelings in this venture. First let me say that what we were trying to explain to them is that yes we are a small business so it is important that we do not make wasted trips especially to other cities. This in no way shape or fashion justifies the way the these folks felt--We will say that the rep that left them the message was in fact in the [member information removed] that day as well and he let his emotions get the best of him -- we have apologized extensively to these folks as well as Roy Jr called and spoke to them directly and expressed his sincere apologies for his shortness. We had a driver in [member information removed] at their place of residence without response and they are not responding due to an [member information removed]and Roy Jr responding in the middle of an emergency which he has given them full details directly. We did follow up with another apology via mail and offered a free pick up and delivery to try to show our sincere apologies. We must stress that this is in no way shape or fashion our goal or our normal practice if you will and have put forth the apologies as well as the opportunity for them to take advantage of a complimentary service call/pick up & delivery for their hassles."

"Thanks [removed member name] for the positive review."