Shame, Shame, Shame (that's a quote from Jim Nabors who played Gomer Pyle USMC) whenever he saw something that was just not right (for example taking advantage of others for their own benefit). I am referring to a Pughs mower repair. When we had our yardsale there was an older man who was talking with my husband about lawnmowers. He had mentioned the business (Pughs) how they've been a family run business since the 1940s but warned us to stay away from them - they could not be trusted from his past experience with them. Little did I know to ignore this man and his advice, where it would lead us. My husband & I own a riding mower that is less than 5 years old. Charlie has always done routine maintenance, buying parts from Pughs and replacing what was needed when needed. Unfortunately, we came upon a problem (with the mower) which he felt he couldn't fix. We trusted Pughs to repair our mower & promptly fix what was broken. Summer - grass growing...Charlie felt it had something to do with the blade causing a Left-sided whining noise that was getting worse. He disassembled the deck from the mower and brought the deck for repair. We were notified by Patti that the mechanic needed the whole mower for repair, that they would come by on Friday, June 28th to pick up the mower for a price of $30. First warning...They never showed up. They never called! Charlie called them on Monday, July 1st to see why the mower had not been picked up their response...the truck was filled no more room. They would come by the next day to pick up the mower. This time they did pick up the mower, but no notification they were there to take it, (Yes, we were home) fortunately our neighbor saw and let us know. Quite a few days went by before Charlie finally went to Pughs to see what the problem was. Talking to the mechanic he was told what parts were needed with an estimate of $350. More time passes second warning(Over 1 week) no notification the mower is repaired, we call Pugh's what's the issue. (Parts had not been ordered, because no ok had been given). More time goes by they call and tell us the mower needs an additional part that had broken, an ok the part needs to be ordered. (This was a lifter part of some sort - Charlie swears it was not broken when they came for the mower) Finally, on July 22nd, we get a call the mower is repaired. We can deliver it tomorrow July 23rd. They can take a credit card over the phone or bring in a check for the amount of $463. We questioned the amount charged and the original estimate, kindly they reduced the price to $416. The mower gets dropped off. The owner of Pughs mows a small strip of grass, I meet him outside and he tells me I'm all set. Charlie starts the mower shortly thereafter and hears a terrible rumble noise. He backs it up into the garage and two separate ball bearings come flying out from underneath the mower...Charlie feels the belt and it's too hot to touch. He lets the mower cool for a short time and sees that the left side he originally complained about was not touched. The right side was replaced. Charlie calls Pughs and tells them the mower is not fixed. Patti asks if a strip of grass had been cut, yes, she will send her husband back to pick it up once again. No questions were exchanged. It's as if he knew the mower had not been fixed. We stopped by the shop a few days later...it needs this additional part now. We won't be charged labor, pick up or delivery. Only need to pay for the $49 part. I become upset with them and say you got over $400 from us and we have nothing...the owner accusingly asks me if I want the job for free. goes and comes right back with a worn part I ask him how do I know that part came off of our mower. Get a call yesterday the mower is repaired once again we owe $99...I argue with the girl no I don't think that price is correct - price then adjusted to $49. The owner seems upset that we are not satisfied customers and again tells us about his family-run business and his star ratings. This may be a family run business from the 1940s...but this is 2019, the time has definitely changed over those 70+ years. Unfortunately, the days when a handshake meant something are gone. People have become less respectful & reliable. We learned our lesson. Have been more thankful and embarrassed asking neighbors if we could use their lawnmower. We now have the mower back...hoping it doesn't need a repair shop in the near future. If and when it does, it will not be Pughs to repair it. read more

Everyone I spoke to was so nice and helpful. My car's battery died, but I lived close enough they sent someone to pick it up and drop it off, for no extra charge! Managed to find a replacement battery and get it done all the same day. Kept me in the loop the whole time (: read more

I would NOT recommend this business to my worst enemy. I had them pick up my Zero-Turn in February when there was still snow on the ground for a normal seasonal service to get it ready for the spring and it's now a day or two away from May and I still don't have it back. When they promised it would be done in 4 to 6 weeks. Now they are refusing to bring it back to me despite them not holding up their end. read more

I had a snowblower repaired here. They are wildly overpriced and in addition to the the repair that was needed they did routine maintenance that I had refused and did not authorize thereby padding the bill $150. When I questioned why, the husband got on the phone and began bullying me into paying the extra. He finally returned it to me for the originally agreed upon price but only after a lengthy argument over the phone. There are plenty of bad reviews of this company. Buyer BEWARE! read more

Mark Pugh and his tow truck to the rescue! As soon as my daughter called and said she was broken down on a busy road at 5 p.m. on Friday in Dover, Pugh's Service was my only thought. Mark was there before I got there, already loading her car. I know it will be repaired, reasonably and correctly! Peace of mind for my vehicles and my family! read more

I am writing this review for my 69 year old father. He is retired and lives on a fixed income. He has a 5 acre yard which is keeps looking like a golf course. He recently purchased a $150 part for his tractor from Pugh's. Turns out it was the wrong part, too big. He asked to return it, still in the original package, unopened. He offered to pay the shipping and restock fee. The manager/owner Ms. Patty Pugh refused. Their return policy, which is posted, states at managements discretion. Now the part that really angers me is, she offered to take the part back for 50% off, if he where to purchase, for $200, the entire assembly piece which is more than he needed. So for $275, he could have his part to fix his tractor. My father has frequented this business for years. Needless to say, he will no longer. Ms. Pugh, nice job of taking care of your customers. read more

Took my side by side windshield there for repair per the manufacturer. The gal told me she needed my whole machine and I would have to leave it there for God knows how long just to see if the company would send a new one for it. The windshield pops in and out within 30 secs, and I'm suppose to leave my machine there for weeks. Having to pay extra for the tolls with the trailer, a hour n a half away, this being the closest manufacturer repair shop. Leaving my machine there for how long, does this make sense to you. Yeah, I don't think so!! This is equal to having a flat tire on the highway, taking tire off, going to the repair shop & them telling you, oh no you need to drag your car here in order for us to repair the tire!!! read more

If I could give this place a zero I would this place has the worst service in the US and his wife and daughters are rude and do nothing but lie to you when you inquire about your lawn mower being there so long. I will cut my lawn with a pair of scissors before I ever use them again. This is what happened to me, last April I had them service my mower to get it ready for the season. They charged me over 400.00 and when I used it for the first time in May everything that I paid them to do was wrong and my mower was worst then before I paid them all of that money. They picked the mower up again and told me that they would fix it and have it ready in 3 days, I told them that this was utmost important because we were going away on vacation and wanted to cut the lawn before we left. After 3 days we called them and his wife told us one lie and his daughters told lie after lie. When we realized that they were not going to honor there 3 day commitment and we had to leave for vacation, my wife went into the store and asked his wife and daughter Not to deliver the mower until we returned gave her the date that we would be returning because no one would be home and we didn't want it to be sitting in the driveway. They circled it in there calendar and gave my wife there word that they would not deliver the mower until we returned. They lied to us again and put the mower in our driveway, well, it rained all of that week and if it were not for 2 of my neighbors pushing my mower from the middle of the driveway where they dropped it and covering it my mower could have been ruined. My neighbor called us in Cancun to tell us what happened and told me that if he knew I was dealing with these people he would have told me about his terrible experience with them. To add insult to injury, they tried to recharge me again. I have told everyone that would listen, if you ever want to see your mower again in good shape Don't take it to these people. read more

Called to see how much it would cost to have an older mower fixed. Said they are two weeks behind and would call when they could pick up mower. Well, picked up mower and took three weeks to fix. $425 later for a starter, tube for tire and an oil change. If you have to use them hope you have more than one mower. Not very good customer service. Had to keep calling them to find out what was going on. Charge $85 an hour for labor and $35 to put a tire on the mower. Would not recommend using them. read more

It seem like my experience with Pugh's is the same as everyone else's. I am not sure how they stay in business. I dropped my chainsaw off to have it tuned up, chain sharpened and and new muffler put on it. The lady Patty told me it would take a week to order the muffler and they would call me. Two weeks later I called them and Patty told me there was 6 people in front of me, who she failed to tell me it there was a waiting list. Another week or so passed and Patty called and told me it would cost over $500 to fix, so I told her no thanks and I would come pick it up. Both times I spoke with Patty over the phone she was rude and acted like I was bothering her. I went to pick my chain saw up and it took them about 20 minutes to bring it to the front and when they did it was missing the chain. I asked were the chain was and they went in the back and came back out and proceeded to tell me it did not have a chain when I dropped it off and it clearly did because this was one thing they were going to do is sharpen it. The guy from the back then told me I didn't need a chain anyway since it wasn't fixed and that's when I lost it. I DO NOT RECOMMEND ANYONE WASTING THERE TIME OR MONEY HERE! Poor customer Service, rude and you get your equipment back missing parts. read more

I brought in a gas powered pressure washer for repair and was told that it would be at least a 4 week wait until it got looked at. This was not a big deal for me. I understand that they were busy and backed up. After about 5 weeks or so Pugh's informed me that the the carburetor was bad and required replacement. I agreed to have the work done and was able to pick it up about a 1 1/2 weeks later. Once I got the pressure washer home I used it for the first time a couple of days after picking it up. After about 35 minutes of use I noticed that oil was leaking excessively from the breather tube. So I took the pressure washer back in to have it looked at once again. (Prior to taking the pressure washer the first time for the original problem I did not have a oil leak). Now thinking that since I just picked up the pressure washer Pugh's would have moved it up to the front of the line to get looked at. (I mean I just got done paying them over $200 for repairs for the initial issue). Nope, I waited another almost 2 weeks to hear something about the oil leak. They claimed that they tried to contact me but didn't leave a message if they did. Anyways, this time they informed me that I had issues with the governor and that it was causing the oil leak and that it would cost another $200 or so to diagnose it. My question is why wasn't this leak caught during the ops check of the original issue? I found the leak right away when I was using it after the carburetor change. I don't know maybe it was just a coincidence that this other issue was caused by the 15 minute ride home in my truck to my house. Like I said, I never had issues with oil leaking. Regardless, I don't recommend using there service. Turnaround times are too long. They are quite expensive. Most of all, the lady who works in the front office and answers the phone is quite rude. I felt like she talked to me like I was a total idiot. For example, I asked her why this leak wasn't caught firing the ops check if the carburetor change. She replied (in a rude tone) that this has nothing to do with the ops check if the carburetor. Correct me if I'm wrong, but how was I able to find the leak? Oh! I found it during operation of the pressure washer! Like I stated earlier this all may be a coincidence and the so called bad governor happened during the transport from the shop to my house. Once again, I do not recommend Pugh's Service. Keep your money and go elsewhere. read more

This place is rediculous. My husband and I stopped in there yesterday to pick up a chainsaw that was dropped off months ago. Had to pay $45 just for diagnostics for them to NOT contact us with the results. We had to call them to find out that they couldn't find the parts(we found the exact OEM parts online in about 5 minutes). When we showed up to retrieve the chainsaw, the really old woman, who said it was her family owned business, told us that they no longer had the chainsaw because we took too long to come get it when there policy states we have 60 days after they contact us(which they never did, we called the beginning of this month to check on the status). When I asked where the chainsaw was, we wanted it back, she processed to tell me it doesn't matter, it was worthless. It wasn't her place to make that decision for us and we were never asked if it was ok if they discarded it. Then she proceeds to call me ignorant because I said that that almost sounds like theft. Then she comes back and says that one of her technicians had taken it home with him to try and fix it and keep it for himself.......this place is a joke and we won't be returning after we pick up our chainsaw that magically reappeared. read more

First time at this place, got a very rude attitude from the owner. I was polite, I tried