ComplaintsforWehner Mower, Inc.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 5/22/2024 I dropped off my Cub Cadet to Wehner Mowers for a simple repair. I had purchased the used mower from Weaner. I told the customer service person that the blade engage cable had snapped off and showed the location of the missing cable where it detached from the rest of the assembly. He told me they had one in stock and asked me if I wanted to purchase it and do the repair myself. I told him I wanted Wehner to do the repair. He asked me to put $54 for technician diagnostic. I told him we both know what repair is needed and the mower didn’t need further diagnostics. He told me it was their policy and the $54 would go towards the repair. He also told me they were 2-2 1/2 weeks behind with repairs. I called at the 2 week mark to see how much longer it would, he told me 1/2-1 week. I called at the 2 1/2 week mark. He told me that he needed to work on the quote. That afternoon he called me back with a quote. $300+ for replacing the broken blade engage cable and all the filters (air, oil, gas) he claimed all three were the wrong ones. He also said if was not starting correcting and it would cost $400+ dollars bringing the overall cost to $700+. I asked if I could trade it in he said they were all out of comparable mowers and wouldn’t get any in until the end of the month. This was a total fabrication because I looked on their website and they have used one the same as my model. I asked him how long it would take to repair the blade engage cable and filters. He told me by the end of June. I asked why it would take so long. He told me no one ordered the cable and one wouldn’t be in until the end of the month. I asked him if other dealerships would have one. He told me to call around and told me to start with ********* ****** in Webster, he gave the part number and their phone number. I am in treatment for Leukemia at Wilmot Cancer Center. I told my wife that I would rather buy a walk behind self propelled mower than give Wehner anymore of our money.

  Business response

  06/19/2024

  On 06/18/24, Mr. ******** responded to my phone request to speak to him directly. We discussed the aspects of his complaint and came to the understanding that due to the extensive repairs needed and the fact that he had already purchased a new **** walk behind mower to replace it,  he was not going to have the machine in question repaired and that Wehner Mower, Inc would dispose of the mower for him. He also requested that his key and his $54.00 deposit be returned to him. We will be accommodating both requests. I appreciated the opportunity to discuss this situation directly with Mr. ********, and wish him well. 

  Customer response

  06/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********
  
  
  
  
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Wehner about getting lawn tractor (******** ****) repaired. It just would start but would not move. They picked it up and I was given a claim check ticket (******) on 11/15/23. On the ticket it had a Note section with several things that they do to lawn tractors. They called for repair approval and stated that the bill would be 495.28 for repair and service. I agreed believing that they had to fix the transmission system, replace the blades and clean the underside of the deck. I was contacted a few later stating that the rpair was complete. I was told they replaced the drive belt (transmission repair), installed new blades, cleaned the underside of the deck AND everything listed in the note section on the claim check (service the mower). I spoke with Mr. Wehner and explained my misunderstanding that "service mower" actually meant all those things listed in note section on claim check. He stated that because it was on the claim ticket and that I agreed to the service mower, that there was nothing he could do. I had the mower delivered on 12/5/23 and paid the driver, $495.28. My customer number is *****.

  Business response

  12/18/2023

  Good morning, I believe there must have have been some confusion as indicated. The work order was written for a drive problem and service check. When we got the machine, the mechanic checked it over and found a bad drive belt. We then contacted the customer with an estimate to repair the drive system and service the machine. after getting approval for the repairs and service we went ahead and did the approved work. We then called the customer to notify him that the repairs were complete and to schedule delivery back. This is when we were told that he no longer wanted all the repairs. It was explained that we cannot un-service the machine. We no longer have his old oil and worn service components. we cannot un sharpen blades or un scrape the deck. All of these repairs would be needed for next season, and we were still right on the estimate he approved.  I apologize for any confusion, Larry Wehner 

  Customer response

  12/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ******* *******

*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. ↩