I brought my mower in on a Saturday. The young guy who helped me was not rude, but definitely didn't seem thrilled to be there. I asked to get a call before they did any work. He tried to dissuade me by telling me most people don't want a call unless repairs are over a certain amount. I was told it would take about 3 business days once they diagnosed the problem. I never got a call and finally had to call them. Whomever answered the phone sounded quite confused and had a bit of a hard time getting me information on my mower. Blamed it on a new employee. They finally fixed the mower a week after I brought it in. When my husband went to pick it up, they couldn't find the work ticket and my husband had to wait around until they finally found it and the mower. I would probably not use them again. We have not used the mower yet, so I can't comment on the quality of the repair. (I had to rate the quality and value in order to publish this review so I gave them the benefit of the doubt on those...)
Posted: 10/29/2015 • Link to this review
First of all I would like to apologize for service you received.We had a new employee that was working with us,but that is no excuse.Our mechanics and front end staff do the best they can to take care of all of our customers. Please allow us to keep you as customer and take care of all your lawn equipment repairs and maintenance. Thank You
My Honda commercial lawn mower was in fair working condition when I asked Phoenix lawn mower to pick-up for tune-up and blade change. After first use, it is now in almost a non-working condition! A typical one hour job took me three hours!! I spent $140 for them to kill my mower!?!? Call the store and was told my mower was pick-up and fixed by other?!?! So, I called your store and you outsource it to somebody's garage?!?! Obviously something happened during the tune-up and no one bother to check it before delivery. No issue with gas used since it included fuel stabilizer. Don't tell me there could be other issues now because nothing was previously mentioned. Maybe this is just your scheme of low ball a tune-up and milk more money on 2nd, 3rd, 4th, 5th services. Adding insult to injury, I was quoted double of the pick-up/delivery charge for next service. I should never doubt all the negative reviews.__________ In response to reply from Phoenix, my lawn mowers are always garage kept. They were only placed outside the day for pick-up because no one was home. My "commercial grade" Honda lawn mower maybe 20 years old but it only cuts one yard and never been abused. I do change oil yearly and uses Ethanol Shield fuel stabilizer for end of season gas. New customer discount is appreciated, but if the mower brought back was in worse condition even free service would be too much. Hopefully this is an isolated incidence. Good luck with your business.
Posted: 3/02/2014 • Last edited: 4/29/2014 • Link to this review
Where do I begin, we gave this customer way above and beyond good customer service. Many services given (Over ten emails asking questions)were either free or at reduced prices. Mike's lawn mower is over twenty years old (By his own statement) He kept both his lawnmowers outside in the elements. (Should not do as water could get in engine and cause rust problems, which it did in his mowers) Normal pick up and delivery is $80 which we did for $30, as he was a new customer and was close to shop. He told us it was 2.6 miles actually was double that. Our evaluation charge is $25 that is applied to work performed. For two mowers that should have been $50 but charged him only $25 which was an extra we did not charge. After checking mowers we noticed one had very low, extremely black oil, obviously not changed in a very long time. Rust in Carb, but we were able to clean re-install and tune up. Total bill for T/U, clean carb and re-install was $140.00 including all parts, and delivery charges. MUCH LOWER THEN NORMAL PRICES. Now at the end of April he said the mower was not working properly. When asked if he put old gas in mower he replied no, gas was from last sept/oct. He said that wasn't a problem because he added fuel stabalizer. He should have used a product like Star-tron fuel treatment which will not allow Ethanol in gas to seperate, and cause problems as his did. PLUS NEVER let gas last for then 30-45 days to avoid problems as Mike had. His gas is around eights months old which is just asking for trouble. By the way his old blade had holes in it which is a good sign he has not kept up with service and just asking for problems. Plus being VERY dangerous. Mikes comment about outsourcing was also incorrect as we don't outsource. Because our Nesbit Ferry location as being overgrown so fast (Hopefully the vast majority of our over 4000 customers this year are very satisfied) We have opened up a new shop in Alpharetta (HWY 9) to help give our customers faster service. We have had three customer complaints this and last year combined, a figure we are very happy with bu not satisfied. And we NEVER low ball our customers and aside from two additional negative reviews on Kudzu, we don't have any complaints, in fact most are extremely favorably. Please check other sites such as Angies list, who has given us their absolute highest rating, we are on the right track. Good luck Mike with your lawn mower.
I foolishly took my pressure washer in for service and brought along my older Honda to trade out for the service charge...the person in charge that day said bring it in since its a Honda...I said don't repair it unless its a swap out which he put in writing on the contract...the owner charged/ambused me $71 and said come get the Honda the tranny is no good which I told his employee who checked me in up-front.....get worst...3 of my neighbors all have had problems with this company & will never go back...should have listened to them and used ACE on Jones Bridge Road....I'm a small biz owner & would never treat my customers in this way.....beware of this co.
Posted: 9/11/2013 • Link to this review
This is certainly a very difficult one to handle, but will try. Our company prides itself with great customer service, and low pricing which this customer feels we have failed at both. To our defense we have the highest rating possible at Angie's list (Honor Role)and have all five star reviews on YP and Yelp to name a few. The vast majority of our customers (Over 6000 in the past two years) have consistently given us high praise for quick service at low prices. Although we would prefer zero complaints this being our second complaint hopefull speaks for something in this service business. Our front end manager did discuss that this "barter" for service was possible, but he did not have the authority to make that decision and would be happy to discuss with the owner. After reviewing the sales ticket, which the customer has a copy there is NO agreement that we would do this service for a swap. (Customer has a copy) Upon reviewing this old Honda mower (approx 10-15 years old) our mechanics determined the mower did not start, would at the minimum need a carburator, transmission, four new wheels and complete service that would cost over $300.00 to repair. the most we could possibly sell with mower would be $150.00, obviously not a viable business option. We repaired the pressure washerwhich needed a flush of old tank due to gas staying in the tank to long, carb rebuild and manifold work. We are good friends with the Ace that was recommended and asked them what they would have charged for the same work. Their reply was considerable more then what we charged. So hopefully now he realized we gave him a good value for our work. The only remaining part that disturbs me is the comment that that this customer noted that three of his other neighbors had problems with our business. If he is willing to give me their names to check out the validity of this, and if true, I would more then be happy to do his work for free and refund his total amount. I certainly hope he is not correct. We greatly value of customers and our growth record of the fastest growing repair shop in North Georgia hopefully speaks for our record. But I do apologize to this customer for not doing the work up to his expectations.
Put down $25 up front, was told would be simple. They called and told me it was going to be a much more costly repair than thought. Said this is a common issue with my type of equipment - wish they told me that up front as I wasted $25. Then was RUDE on the phone
Posted: 6/19/2013 • Link to this review
Obviously we did not handle this complaint correctly and as the owner I want to personally offer my apoligize to this customer. We do charge $25.00 to evaluate each piece of equipment to determine the problem, which is applied to the finished bill. This is our first customer complanint and what upsets me the most is the customer being treated rudely. If the customer would contact me directly I would like to discuss this further and would be more then happy to refund his deposit if this would help. Again, we pride ourselves in customer service, we strive to be the best in this business and apologize once more.