I requested Ace Hardware compensate me for repairs to a brand new Toro lawnmower I purchased last Oct. The second time it was used this year, it belched black smoke and wouldn't start. I asked Ace for direction and they gave me info on a local repairman, who fixed it for $122, advising someone over-filled it with oil. Ace put the machine together at purchase and told me NOTHING needed to be added, and so nothing, especially oil, was added. There's also a warning on the side of the machine regarding oil changes, (see photo), and thus I never accessed that reservoir. I took the $122 bill with explanation, and the trashed oil-filled filter to Ace manager Dave and asked for reimbursement for the repair. Dave fancies himself to be some sort of sarcastic comedian, who ducked under his desk when I asked for 'Dave the manager' and when I explained why I was there, immediately asked 'how he didn't know that it wasn't me or any of my friends who over-filled the reservoir, because his employees certainly wouldn't.' I explained that the employee I bought it from told me it needed nothing, and the lawnmower literally has a sign on the side that advises against it. He continued to insinuate that my word could not be trusted. Admittedly, my attitude turned sour fast, and I explained to him that both my parents died this week and I was not going to tolerate being called a liar, to which he asked me to 'please not use that excuse to garner sympathy'.... You read that right. Both my parents died; one the day before this meeting, and one three days before. And Dave asked me to not use that as an excuse for sympathy. Acknowledging that I was quickly becoming VERY unhappy, he asked if I would split the difference with him. In order to keep my sanity, I knew I needed to get out of his office, and I begrudgingly said 'ok'. He took a copy of the bill and said he'd have to call the owner for approval. He followed me out of the business... and thinking he had something additional to say, before I got in my car, I looked at him behind me and said 'yes? What!' And he did this whole theatrical, over-acting, wide-eyed 'oh my gosh, nothing! I just needed to come outside!!' comment. Fast forward to yesterday, when he called me and told me he spoke to the person who repaired my lawnmower and said he 'agreed it was not Ace who over-filled the oil'. He'd never say that; he's an unrelated businessman who fixes lawnmowers, and has no proof of who put what in the mower. Dave remarked again that it had to have been me that did it, to which I asked if he was, again, calling me a liar. He didn't answer, but offered me a $35 gift card. I declined. I 'think' he counter-offered $85, which I vaguely remember him saying was the approximate cost to service that mower. I declined that also, and tired of the conversation, said my goodbyes (and received a sarcastic 'have a nice day' in reply) and disconnected. At this point, for me, it was the $122 or nothing, because now I've basically been called a liar several times, the deaths of my parents were minimized, and everything out of his mouth was not sincere. I live in AZ, and my neighborhood Ace store is wonderful. The employees are kind, sincere, helpful, and friendly. I hate making a complaint against Ace purely because my local store is stellar. This complaint is against Dave. He is absolutely rude, sarcastic, disgusting, and his customer service skills are deplorable. He is an embarrassment to the corporation. This Ace is NOT the place where the manager is a 'helpful hardware man' I'd give negative stars if I could. read more

Ace Hardware - This is the notification on the side of the mower regarding oil/oil changes. - Hardware Stores Near Me - Gering, Nebraska