Business ProfileforSequoyah Lawn Equipment Co., LLC

On 6/27/20, my father, ******* *********, purchased a new *** ***** XT3 GSX mower, which was delivered to his home by the business on 6/30/20. Despite following all recommended maintenance instructions, the engine ceased functioning. As it was under warranty, my father contacted the company on 4/27/22 and they retrieved it for repair. We were informed it was irreparable, and the engine would need to be replaced; however, due to the engine no longer being manufactured they would work with the manufacturer and *** ***** on resolution. This was the beginning of a two-year ordeal during which the company failed to provide updates unless we initiated contact, repeatedly assuring us that a resolution was imminent. Throughout this time, we made numerous documented phone calls and in-person visits, seeking information. On 3/30/24, we were informed that the mower currently in their possession, claimed to be my father’s, is registered under a different name. The store has provided no explanation for the whereabouts of his original mower or the status of the replacement/refund. Promises to resolve the issue and provide updates within specified timeframes were made and broken, with the most recent promise to return our call within an hour remaining unfulfilled for more than two weeks. This ongoing issue has forced my parents to incur substantial additional costs, as they have had to pay for lawn mowing services during the time their mower has been unavailable. The lack of communication and accountability has caused significant inconvenience and financial strain. We appreciate your attention to this serious matter and assistance in achieving a satisfactory resolution.