Heil Bros. Lawn and Garden Equipment

Things went well every time

On word of mouth recommendation from a co-worker related to this family, I was assured they were honest, hard-working and fair people. So when a 2 week tune-up turned in 4 weeks because after 3 phones calls about the same thing, they could never figure out what I needed done, I was understanding, but irritated. Then when the mower stopped working on me 15 minutes after they had dropped it off only to find out a belt had come loose, I was just irritated. The mower had to go back to the shop "but will be back tomorrow". Day after tomorrow when I had to call to find out where my mower was, I was told it would be an additional charge because "they didn't do anything with that belt". Did you not look at it as part of the tune-up? " Well you must have run over a branch or something with the high grass and knocked it loose" And your trek around Dayton on the back of trailer to return it to me wouldn't have done that? "No way" So basically, even if it was co-incidence, what would the customer service thing to do have been? Is customer service dead in this town? So use them with EXTREME caution and do so during the winter time because you will never see your mower again during the summer months!

I would like to review Heil Brothers.  It was horrible service.  When you go into the place at the time they weren't putting any prices on anything so you wouldn't know what the prices were.  When I went to trade it in, it's such a bunch of different things, the biggest thing was they wouldn't fix the mower.  It was under warranty.  At the time they said if they come and pick it up that's not covered by warranty and they charge me to pick it up.  So I would have to wait until I could get a trailer to trailer it in.  I was trying to fix it myself and get by but I kept putting a cotter pin in and it kept snapping the cotter pin.  I had it back there numerous times and they didn't fix it right.

My beef is that this mower is only 6 weeks old and a wheel should not have fallen off. The first gentleman on the phone told me that sometimes the mowers come from the factory not right. So first strike against Heil Bros. is that they apparently don't bother checking the product over before the customer pays and takes it home. This is something that they  told me they did, which is why I stood and waited 15-20 minutes while they wheeled it to the back of the store before bringing it to my car. The second strike is that they don't stand behind their product. I called back asking to speak to a manager who told me that they make so little money on these mowers that they can't afford to do any extra service like pick it up for free, despite my living within 5 minutes of their business and having purchased it only 6 weeks ago.
I only bought from them because of wanting to support local family businesses. But I could have bought something just as flimsy from Lowe's for more than $100 less. I had thought the customer service would be superior, and it's not.  In short - don't expect any additional consideration or customer service from Heil Bros. Just because they're local doesn't mean they'll stand behind their products or provide a little extra customer service.