Getting sick of DEALER's SERVICE PLEDGE!

Discussion in 'Lawn Mowing' started by GrassBustersLawn, Jul 22, 2004.

  1. GrassBustersLawn

    GrassBustersLawn LawnSite Senior Member
    Messages: 981

    I'm sure you've all heard it, just like they told me when I was buying my mowers. DEALER: "We know you commercial guys need your mowers, & if we can't fix it right then we'll move you to the front of the repair line to keep you working."

    So you buy the mower & then when you actually need service they'll give you the "we're 7 to 10 days out" or "we're backed up 5 weeks, it's the SPRING RUSH you know!"


    I have been LOYAL to a local "mom & pop" EXMARK dealer for 5 years. Bought several machines there & have always had them serviced there. I drive 20 miles oneway to the other side of town to drop it off with them. There is a "mega farm store" Exmark dealer that is 5 miles away. I feel like I get better service from the mom & pop store.

    Well the one time they (mom & pop) told me 5 weeks, I about blew a gasket. :blob2:

    I told them I'll be OUT OF BUSINESS IN 5 WEEKS!So I called the MEGA STORE and was told if I bring it in Tuesday morning they'll have it for me Tuesday evening. So I took it in MONDAY evening. Tuesday night I call. NO REPLY. Weds morning I call - "they are going to look at it today." Thursday I call, "still don't have it done." FRIDAY NOON they call me, "well service man has looked at it and it will be $300 & will be ready tonite." I go and pick it up and it is $400. I raise hell with them over that and they knock $50 off the price. Well, now I'm NEVER going back to the MEGA STORE because: 1) THEY LIED to me about having it TUESDAY to get me in the door. NO WAY they even looked at it before FRIDAY. 2) THEY SCREWED ME on price!

    So now I'm looking for a new dealer that can get me parts/my machine fixed on a reasonable time frame (1 or 2 days).

    ANYONE ELSE have similar treatment? Or am I the only one?:eek:


    HOOLIE LawnSite Gold Member
    Messages: 3,981

    Dropped my Shindaiwa trimmer off on March 3 for service. Got to the point last year where it was getting real hard to start. Anyway, I was told 2 weeks. No biggie at that point. By the end of March, I'm like, I need it back, the grass is starting to grow. Finally, I just asked them "Should I just buy another one or will it be ready by Monday?" The dealer said " never hurts to have a backup"

    But its like that at all 3 dealers I've used. They get backed up, mechanics quit, and you are screwed.
  3. Envy Lawn Service

    Envy Lawn Service LawnSite Fanatic
    Messages: 11,087

    You are not alone my friend. EVERY SINGLE ONE around here I have had dealings with are the EXACT SAME WAY! Even CARSWELL DSITRIBUTING's shop.... bad... The rest probably are too, that way there is no shop competition.

    I know the other shop SUCKERED you in and then SCREWED you. But altleast they were willing to take you in even though you didn't buy it from them. Around here they won't do that much.

    Most of these shops around here are backed up with repairing their non-warranty homeowner machines. That's where the money is for them. Don't be fooled, in areas like ours, the commercial guy is the enemy. Dealers hate us, end of story.

    Here there are only 2 commercial mower ONLY dealerships and 1 who is a tractor dealer that sells commercial mowers. The rest are in the homeowner market.

    Must be nice to live where some of these other guys do and have "class act" dealers to do business with like they describe.
  4. GaryR

    GaryR LawnSite Member
    Messages: 9

    I had the opposite response from my toro dealer, the tensioner spring broke on the belt sys for hydro while mowing.I rang the dealer at 10am he sent his mechanic to get a new spring from toro and then to me at the work site and had me cutting again by 11.45am. The job site was 20klms from his shop . The service he provides is EXCELLENT
  5. John Gamba

    John Gamba LawnSite Fanatic
    from ct
    Messages: 10,812

    I had the same thing happen with my EXMARK dealer. Dealers just SUCK.

  6. Tharrell

    Tharrell LawnSite Silver Member
    Messages: 2,967

    Not true here, Bill bends over backwards for his commercial guys. By the way, I've actually been to the Carswell shop. They do some retail repairs but, mostly they support their dealer network. It's like any business, during the season they get hard pressed. Unless something is in stock, there's going to be a wait. I had to wait a long time for a battery box for my Bob-Cat because it's not normally a stocked item and I was told they manufacture enough to put mowers together and that's about it. Brakes, castors, other parts that are expected to wear are in supply, normally. Also, it depends on who you talk to at some shops. Sometimes counter help doesn't have the owners best interests at heart.

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  7. LwnmwrMan22

    LwnmwrMan22 LawnSite Platinum Member
    Messages: 4,373

    For starters, I've got a backup for everything, not just a backup 36 wb for my 60" ZTR, but another 60" ZTR. With that said, there's still days where both break down. Or one is in the shop, and then another one breaks for some reason or other.

    If I get to that point, the dealer either lets me take a new mower they've got sitting around, or takes parts off the new more and puts them on my mower, so I can be working again within the hour.

    I suppose I could be a dink and insist they do that when I bring the first mower in, but they get parts shipped in overnight, and I've got my mower back within 2 days anyways.
  8. naturescape

    naturescape LawnSite Bronze Member
    Messages: 1,696

    I had a problem with service at a small independent ExM dealer. I threatened to call Exmark and tell them what was happening. Next thing I know, they are fixing the machine. I should have called ExM anyway, but wanted to stay true to my word.
  9. Gravely_Man

    Gravely_Man LawnSite Silver Member
    Messages: 2,075

    Dealer support should be one of the biggest issues before you buy any piece of equipment!!! When you are down and don’t have a back up the money isn’t coming in. This dealer support issue has forced me to learn how to repair a lot of stuff not just to save money but so that my front line machine will be back up and running in a reasonable timeframe.

  10. Avery

    Avery LawnSite Bronze Member
    Messages: 1,389

    Used to have major problems. Dealer would keep my machines for weeks and not offer a loaner. Switched brands and have had nothing but good service since.

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