TOM'S LAWN & GARDEN

On April 9, 2013 I brought my Honda power mower in for a cleanup, sharpening of the blades and to check on the status of the power cable, since my mower seemed to have lost the self propel feature. After two unsuccessful attempts to fix the power cable, I was told that I needed a new power cable, and that they would order it. After a few days went by with no word, I called back for the status. I was then told that the part was in stock the whole time and that it would be a nominal charge for parts and labor ($10 - $20). At this point, my overgrown lawn had been unattended for 10 days and I was getting anxious to get my mower back. I asked Mike to go ahead and install the new power cable. Next I got a call from Mike telling me that the actual issue involved a piece of twine that somehow got sucked into the works of the mower (through no fault by Tom's) and now it needed a new transmission. Mike apologized, blamed himself for not catching it while he was doing the initial service on the mower. When I conveyed my frustration with the back and forth (all the while, having to lift the mower into my SUV to bring it in and to take it out when I got home, on multiple occasions) and the time all of this was taking as my yard continued to look worse. He said he would credit me all that I had paid so far, and he would call me back with an estimate for the new transmission. Mike also told me that the "tranny" would cost about $130 or less, given the size of my mower, and that labor would be another $25 or so, but he would confirm the amount. He further confirmed that my credit could be applied towards this new work. That was on April 27, 2013. Today, April 30, when I still had not heard back with the estimate, I called back and spoke with James. James informed me that the new transmission and labor would cost me $209 and that included a reduction on the labor expense. When I asked about the credit, he said that there was no credit, and that Mike was not authorized to offer me one. So now, the work that I estimated would run me approx. $50 is now 4x that. Due to all the delays, needing to keep calling for statuses, miscommunications and the wasted time and effort, I will find another place that handles itself more professionally. I was disappointed to have this experience with a vendor on the island. I thought the smaller, local guys were the ones I could trust.

These guys are excellent - they delivered a snowblower when Home Depot wouldn't get it there, even if I paid them - Tom's had it there in 20 minutes during the middle of a storm for free - all service calls are free or very reasonable and same-day with pickup - they do things the old fashioned way. Recommended.