West Mesa Forestry & Garden

Nothing done.

OK- So not ALL West Mesa's fault, BUT.
They are now the contractor for Sears repair agreements for lawnmowers and the like.  I took my lawnmower in for service on 3/16 and was told "up to 2 weeks".  No problem with that.  

When I called near the end of the period (I received no call), I was told just waiting for parts, but "any day now", tried the call a week later, and same thing.  A few days later was told 'They sent me the wrong parts". So another delay, another week, and it was "OK have the parts, just a few days" Then it REALLY went down hill.
First they told me I had no Sears coverage, then they admitted they had entered the wrong model number into Sears system (because when I call Sears, "Of course you are covered".  Got that resolved.  An employee, said "all taken care of, the mower is repaired-you can pick it up".  So drove over, and was told "Nope, don't have it cleared through Sears- we aren't going to release the mower".  Knowing Sears would resolve, I said fine, charge me Sears part and mine (I had an oil change I'd pay for).  Basically ignored.  Called Sears, and they offered what help the could, and they called West mesa saying it would be taken care of and their was no problem

Well-nope. Still had to wait another 4 days, during which time Sears kept me informed, voicemails and texts, but never heard one word from West Mesa.

In each call to West Mesa, they claimed they had called me, but nothing ever showed on voicemail or caller ID.  I DID get mower back 6 1/2 weeks after taking it in. As far as the work goes, I am pleased with that.  But left me wondering the following
1) IF they entered the model number incorrectly, why would Sears have sent out the wrong parts
2) Then IF they entered the right model number, so the right parts came out, Sears would not have said - "we don't service that model or cover it
3) Why so long to get the 'Wrong Parts", but so quick to get the right ones.  Were they even ordered first time? and if wrong model, entered Sears would have told them about the coverage issue THEN..
4) When an employee said "all taken care of, the mower is repaired-you can pick it up", why would they not stand behind that.
5) When Sears called them (while I was on the phone) and said "Yes definitely covered, just submit a PO", why would they not, as good CRM, release at that point.

I just hope I will never need another small engine repair, or, if I do,  Sears has a servicing contract somewhere else.  West Mesa is 15 minutes from me, but I would rather drive across town to another service

I am pleased with everything about this company. professional and knowledgeable about repairs and service.

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This morning, when I attempted to get my weed wackier running, I found that the fuel lines had deteriorated and I needed a new set.  I looked on Angie's List and found West Mesa Forestry in Rio Rancho.  I called them and found that to get the weed wackier repaired would take two weeks, but they told me to bring the unit in and they would sell me the tubing and gas filter needed to fix the unit.  I did this and in just a few minutes one of their servicemen got the needed parts and instructed me on how to install them.  INSTANT and professional service!

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