Stores, Home Improvement - Lowe's, Mason, OH MTD lawnmower had missing parts, was not repaired as Lowe's promised

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# 12 for January 25, 2001

Next Complaint

MTD Lawnmower from Lowe's
Yard Machines
From: Dorina Hearld bsherrill@fuse.net
Date: Wednesday, January 24, 2001 10:43 PM

Sent To: postmaster@Lowes.com 1/24/01 10:43:08 PM

_____________________

We purchased a lawnmower (MTD) brand around the middle of August 2000. It was missing the shroud (grass deflector) so we weren't able to use it right off hand.

We purchased it from the Lowe's in Mason, OH. We live in Kentucky, but we go to Mason once every two weeks to pick up my step-daughter.

It was missing a bolt to the handle, and it was missing the clip that holds the wire to the handle for the automatic choke.

We made a special trip to Lowe's to get the grass deflector, but we had to rig the clip that holds the wire to the handle.

This didn't really concern me at the time, but I guess it should have been a warning sign. We used it once in September, but upon the second use, it kept stalling out, we couldn't even finish the yard. On October 1, 2000, we took it back to the store.

They sent it out for repairs, SUPPOSEDLY, and we waited 4 weeks before we called them back to see if it was done, because they had never called us.

They said it was ready, but when we went to go and get it, we fortunately tried it out before we even took it out of the store, it was still doing the same thing as it was when we took it back--wouldn't stay started.

They said they would send it back out again and that it should only take 2 weeks at the longest, however we never received a call back about it, so we waited until the middle of December to try to pick it up.

When we got there, they couldn't find the lawnmower and they were unable to tell us if it was still at the repair shop, or exactly where it was.

We spoke to the manager, who told us that he would personally look into the matter and that he would have an answer for us within 3 days and that he would call us back.

He also informed us, in no uncertain terms, that they would not refund our money or exchange the lawnmower for a different one-our only option was to wait until it was repaired.

Well he never did call, but another lady called after a week had gone by, named Jody, and she said that they had found out that it was the carburetor. She said it would be ready the following Friday. This was on Wednesday. We went to pick it up on January 7, 2001, only to find out that it wasn't at the store and they didn't even know where it was.

We looked up Lowe's on the web and found a number for the customer care service 1-800-44Lowes. We spoke to a man named Dave Chenault, who said that he would see that it was taken care of, and someone would contact us.

So far we haven't heard anything back. I'm beginning to wonder if we will ever see our lawnmower again!!! They've had it longer than we have!!! I either want our money back or a replacement, I wouldn't even mind if they gave us ours back "FIXED"!!!!, but I'm really sick and tired of going out there thinking that we're going to pick it up, and only finding out that they don't know anything about it or even where it is!!!!

I'm thinking seriously about trying to contact Howard Ain at troubleshooters if this doesn't help.

We paid almost $200.00 for something that we may never see again!!!!!!!!!!!!!!!!!!

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