Pratt's Lawn And Garden Equipment LLC

BAD - TERRIBLE - RUDE SERVICE - UNPROFESSIONAL - WILL NEVER EVER GO THEIR AGAIN

I will say that technically, the company DID perform services, because they DID fix my log splitter. However, that was/is the extent of the quality customer service I received. I dropped my log splitter off a few months ago; they told me it might take some time. I said no problem, I understood completely. They did in fact diagnose and fix the problem almost immediately (bad carburetor). I did not call them back for approximately 3 weeks due to the Christmas Vacation. No problems there - we were busy, they were busy. When I did call back, they told me it should work fine if I was going to cut some wood 'here and there', but it'd need a new carburetor for heavy splitting. After asking their definition of heavy log splitting (more than about a half a cord of wood at a time), I told them that I did in fact plan on splitting more than tha, and asked if they could try to find and then install a new carburetor. They agreed to do so. And this is where the problem began. I was told a few times that they were having trouble procuring the part from their suppliers. No problem, I said; I understood, and I even said that we'd call around to help out. The very FIRST place we called was the original manufacturer of the engine. Previously it was Wisconsin Robin; however, since Subaru bought out Robin, it is now Subaru Robin. I established that they did support Wisconsin Robin engines, but that we'd need to call during normal business hours for specific parts information. No problem. After my initial call, it took exactly 2 more calls (the initial call during regular business hours, and a follow-up to provide the manufacturer with a 'spec code') to determine that "Yep, we've got carburetors." Total time spent on the problem: 30 minutes, tops. We called back the provider, and told him that Subaru Robin has the carburetor, and they're in (can't remember what state). The response was something along the lines that he didn't have time to go out of state to get parts. Unsure as to why that was a problem, unless he was under the impression that we actually expect someone to drive interstate for parts. In retrospect, I admit it might be possible that he meant that he couldn't afford to ship parts from the manufacturer - in which case he could have simply said he'd need money for the part plus shipping up front, and I would have gladly complied. We then told him "OK, well, if you want, I can give you the number for the supplier." We were told that 'would be a long distance call.' It was becoming clear to us @ that point that they evidently only worked through their list of suppliers, which evidently did not include THE ORIGINAL MANUFACTURER. They were unwilling to ship parts from or even CALL the manufacturer, and were unaware that the manufacturer still happily manufactures and supplies parts, which absolutely boggles my mind. (In fact, when questioned as to whether or not they will continue to make parts for our log splitter, the manufacturer replied "Oh yeah, we'll be making parts for that for a long time to come - the older log splitters are the better ones.") We finally simply said that we'd procure and have the part shipped to them. "Now you're talking!" he said. Fast forward to today, when I came by to pick up the log splitter. To their credit, I was in fact only charged the initial $80 that covers diagnostic, an hour's worth of work, etc. As stated elsewhere in the report, I'm in and have been in service-oriented industries, and people have to be paid for their time spent working on the problem. If he spent an hour or two diagnosing and fixing, plus even a half hour calling around, then it was worth the $80. I do not fault them for the cost. However, I was later told "they'd never have taken the log splitter" if he'd been there when we dropped it off, because that 'ancient' log splitter was hard to find parts for - none of his suppliers had them. TECHNICALLY he might have been correct in saying that none of HIS suppliers had parts. From what I can see, they took the log splitter, and then proceeded to ONLY work through their list of suppliers, evidently not utilizing other unorthodox methods of procuring parts, such as attempting to call THE ORIGINAL MANUFACTURER of the equipment. What took him hours of footwork, supposedly, took my father and I maybe an hour total. I don't expect perfection from any provider; I work in, and have worked in, service-oriented industries myself. However, one does expect a basic amount of customer service. I never asked for anything above and beyond the call of duty - simply that they try to find/fix parts for my log splitter. They could have simply told me "Dude, we can't find parts...I'm sorry" and I'd have been satisfied, though a little crestfallen. He could have even told me "Look - business is slow - we'll need you to buy and ship the part to us, or at least pay for the long distance call plus the part and the shipping of the part." They never did so; they simply looked through THEIR suppliers (all local or regional, evidently), and refused to do anything more than simply receive the part when we DID locate a supplier. I have no doubt that they are experienced when it comes to fixing lawn and garden equipment. Customer service and courtesy, not so much. I will most definitely not be taking my business there in the future, nor will I give them a positive recommendation.