STARK STREET LAWN AND GARDEN

I told the service writer that the tiller wouldn't pull under load and that it'd only run on choke. He did not write that it wouldn't till under load on the service order, which I did sign, but that was my major complaint. After a new carburetor was installed, the tiller still did not pull under load and would not run at a high rpm. When I called to ask if the tiller had be tested under load, the service writer's reponse was no, that requires the tiller to be taken off site, which would entailed additional charges. My son came to the rescue and after watching a You Tube video, adjusted the carburetor so that the tiller would run at an efficient rpm. I have often patronized the Beaverton shop of this company with excellent results, but the Sherwood shop utterly failed me.

Was done much quicker than anticipated.

unknown

Horrible communications around setting the right expectation, and keeping me posted of delays, on when mower would be fixed. They had my mower 3 weeks. Now my grass is too tall to mow. I had to call them about 6 times to continually check on the status. They never once called me to tell me of the delays. They just kept saying, "part has been ordered, should be here any day.. you will have it by this weekend". Then the part they ordered was broke. They need bettter management around tracking orders and communicating proactively with their customers if things deviate from the expectation they set. When I told them I was not happy, the service guy took an attitude essetially communicating he really didn't care if I was happy or not. I wrote an email to the general mgr and all he did was make shift the blame to me, and didn't care that I told him he lost a customer who had used them 3 years in a row. He could at least PRETEND that he cares about customer service. I missed the window for mowing, spent $353, and got attitude instead of an apology.

I had to return the mower to the shop twice (three visits total) for further service since the problem was not solved on the first two trips. Stark Street diagnosed carb problems and finally replaced the carb. The mower now starts easier, but still sometimes requires 6 to 10 pulls to start. Stark Street seems unable to diagnose the problem and seems to resort to a hit and miss strategy for repairs, until something they do solves the problem. Stark street did charge me for the second visit, but some of the costs were for routine maintenance I had performed, and were not related to the starting problem.

I used stark Street?s service department to repair my BCS tiller. The tiller had running issues. It would start fairly easily, but would not run under power. I took the tiller to Stark Street for repairs. I return the tiller twice with the same problem (three visits total) before it would run. They indicated it was carb problems. In fairness they didn?t charge me for the second visit. Now, six months later, after being stored indoors through the fall and early winter, the tiller won?t start. It appears to still be suffering from the carb problems Stark Street attempted to repair last spring and summer. Stark Street?s mechanics do not appear to have the ability to diagnose problems and seem to use a hit and miss style of repair.

We were desperate to get it fixed because we had yard people scheduled for the weekend. Not sure of the guys names in the service repair place, but the employee numbers listed on the report were 25 and 21.

I have bought many yard-care items (at top dollar) at Stark Street but this is my first service experience. SS closes at 5:00 every day, so it's hard to arrange drop off/pick-up of equipment. The service team is inattentive and indifferent. It took a long time to find someone to help me and I was the only customer in the service drop-off area. It took seven days (5 days quoted) to get my Stihl blower back, but they couldn't reproduce the problem. Since they couldn't see the problem (unit acts as if it's going to cut out, then returns to full power), they didn't even try to diagnose the problem. I asked them to look at the fuel filter but they didn't even do that.