North City Mowers & Saws

I've dealt with this business in the past (2-3x), on a strong recommendation and been very satisfied.



Oct 2009 I took my Snapper mower in to have the drive mechanism fixed, and the engine tuned, oil changed.



Was called soon after too that it was ready. Got it home and started it right up to mow (mild fall) and the drive mechanism wouldn't work, so I took it back.



They said that was separate service item. I said I knew that and was agreed to when I left it. I left it for that work to be done. They said they'd call when it was ready.



Fast forward to Spring & June.



I began calling in January and was told the Snapper parts distributor changed and they were awaiting parts.



Standard answer "We'll call when it's ready".



Finally in early May they were still waiting for two parts due to arrive very soon.



I later confirmed by phone, on my initiative, they had received the final parts but needed two people to install the parts.



I decided to show up Memorial Day Saturday to confront them, but they had taken Saturday, and their standard Sun/Mon off.



The following Saturday I came in and waited behind two customers until it was my turn. I noticed a new sign on the wall behind the counter that said effectively "No equipment will be accepted for a brand which we have no relationship with".



By then 3-4 other customers were behind me.



I said "I was there to pick up my mower".



They looked at the service record and said "Did we call"?



I said "No, You never call or return calls, and I don't believe you are able to repair it".



The said "We have all the parts".



I said "I know. You just don't seem to care enough about a customer who has been waiting since November, to bother. I want my mower".



They said "You need to pay for the parts".



I said "How do you sleep nights"?



He rang me up for $90+, handed me the new parts that had taken him 10 minutes to find, and then pulled my mower out of the crowd of mowers outside, and started to go back inside.



I followed him out as I looked every other customer in the eye.



I said " Aren't you going to even help me lift it into my rig"?



He said "All you have to do is ask".



I said "I'm asking".



I also said "I's not my style to chew into a small business owner, because I've been one, but you need to know you really let down this one".



I then took my Snapper 12 miles down the road the Aurora Mower, where I had bought in the late 1990's and usually had it serviced.



Warren looked it over and scratched his head and said, "These drives are one of the easiest to work on. I wonder why they brought in all the parts?"

Warren said they should have it ready within two weeks ............ and did at a labor cost of $40.



Moral of the story - keep tabs on your infrequently used preferred businesses, they can experience owner and management changes, which seems to be the case here

I just had a TERRIBLE experience here. They promised a 2-week turnaround on a simple string trimmer repair. It took almost 6 weeks, and 4 phone calls from me to find out it was finally done. No apologies, no explanations--poor, poor customer service. They seem utterly disorganized.