Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Lucky Dog Mower and Snow Shop May of this year, to service my Cub Cadet riding mower. I paid $332.73 for full service and replacement of the battery. I also paid an additional $40 to business's transport driver, ***, to have the mower picked up and an additional $40 to have it dropped off again, $80 in total. When I first contacted the business about service, I was told the turnaround was 2 weeks. It actually turned into 4 weeks. The mower was picked up 5/12. They drove into my half gravel and half concrete driveway, and picked up the mower. I had to call a few times for updates, but was continually told that they hadn't gotten to my mower yet. The week of 6/5, I called and was told that my mower was ready. I paid over the phone by credit card, for full service and a new battery. On 6/9, the mower was "delivered" to us by *** and another individual. Upon delivery, the mower was not immediately dropped off in the driveway. He chose to park at the church nextdoor, and drove the mower down the road before then driving the mower over the gravel section of our driveway, and parking it on the concrete area of the driveway. I paid *** for delivery. I immediately started the mower. It started, but only went a few feet before it started knocking and stalled out. I called Lucky Dog immediately, and let them know that my mower was not working. They sent *** back out to pick up the mower. I was not home when the mower was picked up, so I am not sure what route or method was used for pick up. I called for updates and was told that they had replaced the fuel pump and cleaned the carburetor. He would let me know when it was ready. On 6/19 the secretary at Lucky Dog called, letting me know that the mower was finished and there was an additional $300 charge. I spoke with the serviceman/owner and let him know that I disagreed on the amount. He explained that there was gravel debride in the tank and beginning of the lines. The charge is for the additional service.

  

  Business Response

  Date: 07/11/2023

  The original payment of ****** was for a full service and new battery for the mower. The mower not working once getting to the house had nothing to do with the full service performed on the mower. When it was picked up the second time by ***, it was for a completely different service problem. There was debris of grass clippings and seeds in the fuel tank, fuel line shut off valve, fuel pump and the fuel pick up line was packed full. The fuel tank was taken off and cleaned out twice and all the fuel lines needed to be blown out with a lot of pressure in order to get the packed debris out of the lines. The fuel pump and fuel filter were replaced and 4 hours were spent cleaning the tank and lines to get all the debris out. 

  Customer Answer

  Date: 08/21/2023

  Hello,

   

  Issue was not resolved.

  what further steps to do,

   

  Kind regards,

  ***** *** *****

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off my snowblower for a routine seasonal maintenance in roughly July 2022. After receiving a call in roughly august that the machine was ready to be picked up, they called back a few minutes later and said it wasnt ready after all. After many calls, they keep telling me excuse after excuse. Once it was that the machanix quit and they dont have enough people. They said they are t working on snowblowers in summer because it was lawn mower season. They have told me they are waiting on a part for nearly a month now. I dont even know what the part is, or how much it costs. They havent contacted me!! Its excuse after excuse, delay after delay since summer time. Its now nearly December and its snowed twice this year. Still dont have my machine back. I think they have lost it or have it to another customer and dont want to tell me. Very disappointing and concerning dealing f with this business. Especially as a first time customer. Terrible impression to make.