ComplaintsforMetzger's Ace Hardware

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Husqvarna Z248F mower in for a warranty issue. While my mower, which had less than 25 hours on it and owned only about 6 months, it was left out during the winter and now has multiple rust areas, a water logged headlight and seat, scratches and gouges on both sides where it was run into by them. Today, I was mowing with it for the first time since getting it back and a pulley blew and now I still can't mow with it. Went to the dealer and they refuse to take any responsibility and claim my pics of the damage prove nothing because I don't have pics of it prior to delivery. They are refusing to due anything about the mower they had for 6 months, left outside to rust, get damaged. I asked them to replace it and they said as far as they are concerned all the damage happened before I brought it to them and they told me to just file my complaint, they refuse to deal with me. Their service manager was very pompous and refused to do anything.

  Business response

  05/03/2024

  The unit was brought to our repair center with a broken bolt and damaged clutch.  The unit was not purchased from Metzger's but from T****** ****** ********  The damaged parts were removed and new parts were ordered. The parts were backordered from ********* until 11/25/2023.  The parts arrived in December 2023.  The unit was Repaired on 12/22/2023.  The unit was stored in the forklift bay until winter salt deliveries arrived.  The unit was then moved to our outside storage area awaiting pick up.  

  When applying for the warranty payment, we were unable to process the claim as the unit was never registered as sold.  We called the customer for information to register the unit so we can process the claim.  The unit is still not registered as the customer will not provide all the information necessary to complete the registration form. 

  The unit was returned to the customer.  Customer did complain of scratches to unit two to three days after the pick up.  Once the units are repaired and parked, they are not moved until they are picked up.  

  The customer called then came in after the pulley broke on the  mowing deck which is a separate issue unrelated to our repairs.  He did show pictures of the damage (scratches) that appeared to be caused from lawn/landscaping. 

  We asked for the case number so we could talk to ********** but this number has yet to be provided.

  Customer response

  05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regardless of where I purchased the mower, Metzger is a dealer that I entrusted with my machine. Metzger damaged this machine, had zero communication of any details they were having issues with and the current damage is a direct result of their mistreatment as the spindle on the pulley was rusted and had water damage from them leaving it out all winter. Their reckless disregard caused damage that will significantly shorten the life of my mower, I simply want them to replace it as they should.
  
  Regards,
  
  A***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩