Toolworks

"[member name removed] has failed to tell the complete details about this situation. I spoke to her on the phone Friday (6/28) and thought I had resolved her complaint. Since then she has chosen to post this matter on Facebook, with the BBB & Now on Angies List. This is the total story. [member name removed] is a first time customer. She called me on 5/21 stating that she had a riding mower that had been sitting for some time and it would not start, and wanted me to check it out. She also inquired about the cost for pickup and delivery. I told her that the P&D would be $50 and the shop rate was $69 per hr for repairs. Based on her descriptions on the phone I told her the rider repair would be approximately $300 plus parts. She also had a walk behind mower that had “No Drive”. She said, “It needed a drive belt”. I told her that would be $45 plus parts. She agreed and said to come get them. I explained that my work load at the shop was about 3 - 4 weeks behind and asked her if I could “Put her in line” and call when we were ready to work on it. I picked the units up on 6/18. We diagnosed the problems and repaired the walk behind mower for $34.50 (Less than my original estimate). The rider had more problems than we originally planned for. I called [member name removed] and explained that we had got the engine running but we needed to replace the battery & a belt in order to make the rider functional and the cost would be about $100 more than I originally estimated making the rider repair approximately $400. I also told her that to help her out on the total cost I would not charge the $50 P&D charge. She agreed and I delivered her mowers on 6/26. [member name removed] called me on 6/28 and complained that we did not sharpen the blades. Both of [member name removed] mowers were “repaired” to good working order and tested by me personally before I delivered them back to her. Her request was that the mowers be “Repaired” because they were not working. She did not ask for the units to be “Serviced” too. A regular “Servicing” of mowers assumes the unit is in working order and just needs “Serviced”. This includes the oil, oil filter, spark plug, and fuel filters replaced, blades sharpened and air filters cleaned or replaced if needed. The total repair charge for both was $431.31. [member name removed] did not ask for the units to be “serviced”. If she did, I would have gladly given her a price that included the additional work. In our last phone conversation on 6/28, I tried to explain what was done and apologized for any misunderstanding. She said her husband was going to take the blades off and sharpened them. I offered to sharpen her blades the next day (Saturday) at no cost if he would bring them to me at the shop. When I called her to make arrangements to return the units, I told her that if I didn't do it today, I would have to wait until I got my truck back from the body shop sometime next week! I had no way of picking up the units to sharpen the blades. As of 5:00 pm (Saturday) he had not shown up with the blades. I realize I can’t please everyone but I wanted to share my side of the story. I will await your response while I also address the BBB! Wayne Baxter Owner – Toolworks LLC"