Brandywine Ace Hardware Service! We don't need no stinkin' SERVICE!! Send your power equipment somewhere else for maintenance. West Chester, Pennsylvania

Brandywine Ace Hardware had my Hustler Fastrak mower for nearly 6 weeks and did not respond to my complaints.  I put $100 out of pocket to have my property mowed.

Here is the email I sent them, to which they did not respond:

Over a month ago, in response to a local newspaper ad, I had my Hustler Fastrak mower taken into your Power Equip. shop for std. maintenance.  It had been maintained by Power Pro, but I mistakenly assumed your Power Equip. dept. was on a par with your well-run lawn and hardware store.

Prior to leaving on a vacation on 3/26, I was told the unit would be picked up on 3/24, maintenance performed, and the mower delivered upon our return on or soon after 4/7. The mower was picked up (after 2 follow-up telephone calls from me to find out whether they WOULD, in fact, pick up the mower) on the 3/26. I had received no calls initiated from your dept. in regard to the delay.

I waited a week after our return to call about the mower.  I was told "Melissa???" would look into it and call me.  She did not call me.  I called back and after lots of paper shuffling, was told I was "10th in line to be repaired, and I would be called when it was ready, the guys are busy, the guys are working as fast as they can", and bunch of other similar crappy lines.

Another week passed and no call. I called again and was told pump filters had to be ordered.  I asked when they were expected.  I was told by the same female employee, she would check with the parts mgr. and call me back.  No call back was received.

More days passed.  I called again and spoke with Bob, the newly installed department manager.  I asked what was the problem with performing the maintenance and whether I would get better answers from the owner.  He assured me he would handle the matter and then I could take it up to the next level.  Yesterday, Bob left a message informing me the filters have arrived and the unit should be done yesterday.

I have not heard back from Bob.  I am taking this to the next level.

The unit had been maintained by Power Pro.  In response to your ad and generally good reputation, I gave the unit to you to maintain.  There are at least 2 nearby Hustler dealers who probably would have lent you the 2 filters.  You may have had a new Hustler unit in stock from which filters may have been borrowed.

I have had to have my rather large lawn mowed twice by contractors and have had to pay an unexpected $100 for the service.  (SERVICE by the way is defined as variously as: 1.an act of helpful activity; help; aid: to do someone a service, 2.the supplying or supplier of utilities or commodities, as water, electricity, or gas, required or demanded by the public, 3.the providing or a provider of accommodation and activities required by the public, as maintenance, repair, etc.: The manufacturer guarantees service and parts, etc., etc.)

I do not care for circular definitions but, I am sure you get the point.  I am in a service business, as are you.  If I cannot provide a certain level of service which is expected by my customers, I will lose them as customers.  There is simply too much competition in my business and yours to expect customers to tolerate the level of "service" I have received from your Power Equip. dept.