ETM Rentals — Local services in Hartwell

My son purchased a brand new zero turn mower here. He is very meticulous with his vehicle, and also with this mower. Serviced on time, kept clean, the best fuel used, ect. After only around a year, it had to go into the shop (under full warranty) for what we were originally told was a bad “Fuse”. He received a call that it was fixed, running, and that he could pick it up that afternoon. They had “replaced a fuse and it was running great” When he arrived to pick it up he was told “oh they must have not called you back?” “the engine blew up (while in their service shop under the care of their service team) and has to be replaced” They indicated that they would get this done as quickly as possible through warranty and it should take “about 2 weeks” 3 months later he received a call from the owner Stating that Kawasaki “didn’t honor the warranty” and that they “came out of pocket” to fix his mower, because he had been such a great customer and they hated what happened to his mower there in THEIR shop. But that he’d owe $275.00 (he upgraded to the commercial engine, so this $275 was to cover the extra charge for the upgrade) which is perfectly fine. No issue at this time. He was told the mower would be ready to pick up the following week.

3 weeks later, he’s received no call, so I call to check if the mower is ready because he’s at work. Was told at that time he would owe $500.00! So I went in. The service manager was a great guy…I asked for correspondence records showing that Kawasaki “denied” the warranty claim…..after some nervous body language and taking wayyy too long to “find” the file, emails and records were printed. I read “warranty claim accepted and paid” I asked questions.At that time the owner Lynn piped up and seemed agitated that I was even there, agitated at him for printing this for me, and fed me another line about how they did pay for the engine and “some” labor, but that it took “her service guys” 6 hours more to replace the motor, than Kawasaki paid for in the warranty claim, and that he owed $500.00 to pick up the mower. (I had my video running the entire time because I had realized something wasn’t right, before going by the office) I walk out back with the service manager and he begins apologizing and telling me he doesn’t agree with what they’ve done regarding the situation, and when I say that I feel like they’re just trying to “milk” extra money out of my son, when they’ve already gotten paid through the warranty, he agrees and apologizes further for the owners behavior (this is recorded) *We were originally LIED to and told Kawasaki denied the claim and paid $0. ** Upon asking for records I discover Kawasaki paid the claim in full, but they still demand money to be paid to them by their customer. Fast forward; my son saves the $500.00 and tries to go pick his mower. The owner and office manager are “on vacation” and the (very nice guy) there says he will call them and find out about the situation and call us back or have them call.Next day; no call back. We call back, and he says he will reach out again. My son receives a text saying he owes $1400.00!!!!! To pick the mower up. This company is a joke! We thought they were a good company until there was an issue….we then found out, as you can see, that the owner is a liar and a scam artist. She’s making money off sales, service, AND fully paid warranty claims! **Update; went in today 1/16. Office manager Melinda told me she had no answers to my questions regarding why he owes $1400.00 even though she had previously said she’d have a printout of the details ready by 12pm yesterday. I stepped outside to the service manager she came outside pointed in my face and yelled at me to leave or she would call police! Then slammed the door in my face. Again, all I asked was for an explanation of the money owed and this was the level of “customer service” that was provided. *Do NOT do business with this company! This is not a false or exaggerated review, I have copies and voice recordings as proof of everything...

My one experience with this place is their work on my Stihl chainsaw. It had not been used in a while, so I took it in to be look over and have the chain sharpen. I had to pay $30 upfront just to leave it. The called me a week or so later and charge me $120 dollars more. I said for what? Oh, we tune it up and clean it. Why did you not call me to approve this much more? I asked. Their answer, "did you ask us too? That should always be the case when you do more than what the customer asked for. This all happen several months ago. I write this now because I pulled out my saw to cut some wood and this is the dullest blade I've ever used. DO NOT take you small engines or tools to be work on here. They do not know how to treat a customer when it comes to repair, and they sure can't sharpen a blade; the one thing I...

Not very satisfied in terms of repairs. Very nice and professional shop but they did not solve my issue. After discussion, we agreed to replace the PTO clutch. Instead, after a week, they only replaced the PTO switch -which I could’ve done myself and saved $100. The switch wasn’t the problem and it broke after running the mower for 10 minutes. We had discussed this predictable outcome specifically before bringing in the mower, as I had already replaced the switch previously. They kinda wasted my time and money but maybe they were really busy, I don’t know because they never called me to let me know. I’m now replacing the clutch myself so hopefully that will solve my troubles. I’m not too upset but also I can’t say that they...