Business ProfileforBrandmans Equipment & Repair

Never had this bad an experience in my life with a repair shop! Brandmans Equipment in Norwalk After four weeks of waiting for an estimate for a backpack leaf blower tune up / repair, I decided it was too expensive and I wanted to go somewhere else. This is how it was returned to me. (in many pieces!!). They already charged $50.00 just to look at it and now they want more $$ to put it back together. THE WORST CUSTOMER SERICE EVER!!!!!!!!!!!!!!!!!!!

Our shop foreman contacted this customer, making an exception to our posted policy and agreed to put the blower back together, in case the customer wanted to take it someplace else. The customer's concern could have been handled differently considering having it put back together was very important to him. The customer appreciates that his request will be met. He will come in at some point and ask for the foreman. I would like to explain the reason for our policy: 1) We cannot promise the unit will run or run well 2) The customer does not want to spend the money repairing it, why spend the time putting it back together? It is basically junk, unless someone performs work for free. 3) It does not work. Do we assemble it with the intent of starting it? That will take a lot of labor. Should it be just bolted together so it is in one piece without of the mindset of "maybe it will run"? 4) Are putting it in one piece just to satisfy an appearance of a blower? 5) This blower was ruined likely in one of two ways a) poor fuel mixing ratio; operator error b) poor grade of fuel mix. Other possibilities exist but that would take too much writing space now. We showed proper business integrity letting the customer know his machine was not worth repairing, If we repaired the unit without consulting the customer and presented him with a bill, he would be justifiably upset. We do quality work, and will not engage in sub-standard repairs. We have a good reputation and always have the customers best interest in mind. This is a case in point, calling ahead and letting him know the condition of his blower before repairs were performed. There is a lot of mechanical knowledge and experience needed to understand here and it is difficult sometimes to communicate this. Again, I have been in business 26 years and always put the customer's interest forefront in our minds. Thank you Ross Brandman