Reviews

Review Details

• Review fromDJana W

  Date: 04/24/2024

  "BE AWARE OF PUGH'S Service"! I was scammed today. Patty quoted me a price over the phone of what it would cost me to have my gas lawn mower serviced for only $115.00. That would be a tune-up that included a new spark plug, filter, oil change, sharpened blades, and even a power wash. I thought that was great so I asked what was the cost to have my mower picked up at my house which is 9.7 miles from the shop. She said $40.00 each way. I gave her my address then to have the service done. After they have taken possession of my lawn mower, I get a message later on my cell phone that for the service to my gas power push mower will cost me $370.00, NOT $115.00. To make a long story short, I called the shop back to let them know that I will make arrangements to pickup my mower and pay the $40.00 for them picking up my mower. I was to then that the cost was now $60.00 because they looked at my mower so that was an extra $20.00. My total was $60.00. When I got there ready to pay with a credit card or a check, the associate told me that my cost was $100.00. I told her that I didn't have work done to my mower and that I was told $60.00, $40.00 for the pick up service fee and $20.00 just because they looked at my mower. I got very upset and said that I was told four different quotes since they picked up my mower. She tells me that I must have misinterpreted what was said. Patty never mentioned that they would have other charges on top of what was first quoted to me before they picked up my mower.I was then told that I had to pay cash only which I didn't come prepared for. They were keeping my lawn mower hostage unless I paid cash up front. But good thing my ride had cash on her. They got $100.00 dollars from me to give me back my mower. I felt SCAMMED!!I would give Pugh's a zero star.

  Pugh's Service

  Date: 04/27/2024

  Customer called on April 16th to say she had been given a mower by her mother. It had no gas in it, she hadn’t used it yet, and she wanted a tune-up and for us to check it over. We told her a tune-up consists of an oil change, scraping off debris from beneath the deck, blade sharpening or replacement if needed, new spark plug, cleaning or replacing the air filter as needed, checking over the mower for any faulty parts, and ends with testing under load (mowing) and washing. She was told the labor fee for a tune-up on a walk-behind mower was $115, and the parts (air filter, spark plug, oil, blade, etc.) are charged additionally. We also explained that after our technician examines it, we’ll call her to review the diagnostic notes and a repair quote prior to performing the work. She asked what it would cost if we picked it up from her home and was quoted the $80 round trip typically charged for her location. We picked up her mower on April 17th and called (per her request) later in the day to assure her that we had picked it up. Our technician examined/diagnosed the mower on April 18th. After adding fuel, the mower would not start. Ignition and compression tests were performed – both passed. Fuel delivery was tested and failed. Further examination showed the carburetor needed to be replaced. The underside of the deck needed cleaning, the oil was dirty, the spark plug bad, blade needed to be sharpened, and the air filter was good. The tech indicated a tune-up and carburetor were needed. Two quotes were given to the customer, and both quotes included parts, labor and the trip fee. The first quote was for carburetor replacement (no tune-up) for $290 and the 2nd quote was for all work including carb replacement + tune-up for $370. When the customer called back, we went over the repair quotes again. She asked what would be owed if she decided not to repair and just picked up the mower herself, rather than have us deliver it back to her. We explained that our diagnostic fee is $60 and half the trip fee is $40, so the total would be $100. She said she wasn’t sure how she would proceed, but wanted to speak to her mother first and would call back on Tuesday, April 23rd with her decision. She didn’t call, but arrived on Tuesday, April 23rd to pick up her mower. She became very loud and agitated when presented with the balance due, and our associate explained the $60 diagnostic and $40 pick-up fee several times to her. She insisted she’d been lied to, misquoted, and threatened to sue and to cancel her credit card payment. She also loudly told other customers coming into the store to “beware, Pugh’s adds extra fees!” When she finally agreed to pay, cash was requested in view of her threat to cancel her credit card payment. Her mother made payment for her. When our technician met the customer at her car to give her the mower, she said the mower he’d brought out wasn’t hers and refused to accept it. She insisted hers was a Honda and this one was Husqvarna. He showed her that it was a Honda engine on a Husqvarna mower. She again became agitated, insisting he was giving her another mower. She claimed she had photographs and pulled out her phone. Our technician showed her from her phone pictures that it was indeed her mower that we were returning to her, and she finally accepted it.