Before I begin, I must clarify that this is quite lengthy and no effort for contact as been made from Joe's power center to make things right.
I brought in a small riding tractor for a tune up and tire repair and was told it was be about a 2 week turn around time, around June 11/12.
1st week I called, they said it wasn't looked at it. Expected, completely fine.
2nd week, I was told its next on the list.
I got a call from Noel, saying the the, tune up, oil change, and and cleaning of engine compartment would be 350.
Once again completely fine, I have no problem paying for a service in which I have no in depth knowledge of.
That was on tuesday, the 26 I believe. I approved the estimate. I recieved a call on Thursday saying he was waiting on a belt, and that it should arrive Friday so he (noel) said he was confident he would have it done Saturday, and I asked him to call me to confirm.
Saturday passes and I receive no call, so I call on Monday morning, and asked what was the progress.
And was told belt wasn't in and when I asked when it would be, the service writer (Rochelle, Janelle, something to that effect) told me she didnt know. There was absolutely no estimate on time of delivery or time needed for repair. Because "our warehouse just delivers when it does, it doesn't tell me when, just that the order was placed."
I asked her if everything else was done and ready for pick up and after an hour, she called back and said it was. I told her I needed to pick it up, belt excluded because it has been fine, I had plans to use the tractor July 4th, and that the belt wasn't an immediate concern. This was about 1 pm.
I picked up the tractor around 5, where the same female service writer (I recognized her voice) avoided me and sent someone else to help me, a Male service writer, who I cant remember's name. I have to note that the estimate was 350. I paid 211 for the services, excluding the belt. They were intent on selling me a single belt, that upon inspection, could have been changed by anyone with a mechanical inclination within 10 minutes as it was normally not under tension; held by 2 pulleys and 2 retainers only. It was almost sold to me for the difference of the estimate and what I paid however, and it hard to imagine a belt, less than 2 ft in circumference could cost more that much, considering labor as well.
When the service writer pulled the tractor up, there was a bag of loose nuts and bolts attached to it.
When I asked what they were for, the service writer said he had no idea. He called the service tech, noel, who said he had no idea. The best answer he could give me was quote:
"No one knows what they're for, but you can leave the tractor here until Thursday, if youd like? What's when the service tech gets back from vacation"
Not an offer to figure out where the bolts went today, not an offer of a second look from a different tech, not a discount or credit for such poor service, not even a genuine apology. Just a half-assed retail line that can be summarized as "hey sorry I dont know what's going on and that the service tech that fixed your tractor doesn't know what's going on, you can leave it here for another week and maybe the belt will be here, and then maybe the service tech can figure out where he took the hardware out of."
He said that it was my fault I didnt let the service tech finish with the repairs, but I have to reiterate, the service tech was called and said he had no idea what the parts were for, and the female service write confirmed that it was in good condition for pick up.
Needless to say I will be looking for a new service center. I would not recommend this place if you need fast, accurate service, or reliable communication among staff members.
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