ComplaintsforWalla Walla Saw - Licensed STIHL Dealer

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my riding lawn mower in because I was having some issues with it bogging and smoking. I stated that it might just need a tune-up but to let me know if there is an actual problem. They eventually called back and said my problem was due to the carburetor and quoted me parts and labor to fix the carburetor and the price for a tune up. After asking what was in the tune-up I declined because I had done most of it myself. Their policy is that you pay a diagnostic fee up front, if you dont have them do any work they keep it for their time/effort. If you have work done it gets credited against your total. Keep in mind that standard tune-up services do not require diagnostic fee because they are standard-pre defined services. I told them to replace the carburetor. When I went to pick up my mower, they charged parts, labor, AND another diagnostic fee which they credited- still leaving me on the hook for the diagnostic fee paid upon drop off. I tried explaining how I was being double charged and all they would tell me is to call Monday to talk to their manager. I called back Monday and the manager was very rude and said I declined the tune-up so I dont get the other diagnostics fee back. This is not their policy as it is posted and he refused to be of any more help. Claimed I had to come in (I cant for 3 more days because of work) and that he couldnt explain math to me over the phone.

  Business response

  09/25/2024

  I am ***** Tampa.  I am the new owner of Walla Walla Saw.   I am responding to this complaint hoping to get it erased from our record.   **** came in a checked in a mower he wanted us to look at.  We advised him that there was a diagnostic fee up front and that it would go towards the bill. **** paid $93 + tax for diagnostic fee.    My main mechanic/ shop manager, ****** was the mechanic who worked on his mower.   **** asked for us to check over everything and to give it a tune-up. We were backed up a few days to weeks so when it was Nicks mowers turn for service, ****** checked over the entire mower and found that the carburetor needed to be replaced.  ****** gave **** a full layout and cost of the tune-up and carb replacement with labor.  **** decided the bill was too high and declined the tune-up after we already went over everything per his request.  **** advised us to go ahead and replace the carburetor only. ****** advised the customer, **** that we already did the inspection part of the service due to his request and that we could not just remove the cost because he changed his mind.  We at Walla Walla Saw, ordered the part, installed and tested the mower.  When we created the bill for ****, Walla Walla Saw made an error and instead of putting our labor time for the inspection under labor,  we accidentally added the inspection labor to diagnostic fee again. Then on the same Bill we removed it.  So when **** came in to pay the bill he instantly saw a second diagnostic fee (that should of been labor time for his requested inspection he originally wanted) and got upset.  The employees working on the Saturday **** came in to pay advised **** that this fee was for the inspection he requested but because we marked it as "DIAG FEE" he was not seeing it any other way.  That Monday he called the shop and my manager, ******, who originally worked on his mower was talking to him and i guess the conversation got heated and ****** asked him to come into the shop so he could explain it and show it to him in person.  **** declined stating that he didn't have the time and that he was just going to call the BBB.  Meanwhile I, The owner, get back from vacation and instantly heard about the situation and look up the invoice. I noticed it was written incorrect and that we had to refund the customer the money even if we were in the right.  If we made a error and put labor in the wrong category, we have to return it to make him happy.  I, ***** Tampa, the owner called **** and advised him about the error but insisted on returning him his money.  He stated he works 45 miles away and couldn't come in for the refund that day.  I advised **** that I owned a second location minutes from his work and to meet me there the next day and i would gladly refund him his money.  The next ***, **** met me at my second location and allowed me to refund him his money and then mentioned that he stilled called the BBB already.  I am writing to ask for this complaint to be removed from my record due to the fact that I, The Owner of Walla Walla Saw refunded **** his money per his request.  I would of done it sooner but i was out of town for my daughters birthday.   You are more then welcome to contact ****. He will gladly tell you we refunded his money.  If anyone needs to get ahold of me, my number is ************

  Customer response

  09/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

*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. ↩