Had this happen, one lady said that she was going to take me to court over a 75 dollar lawnmower. When I sold the lawnmower to her, she gave me her old one. By the time that she threatened to take me to court, I had fixed her old one, so I said that I'd leave her mower at her house, 50 of her 75 dollars in the mailbox, and I'd get my mower back. All was well after this. It was just hard to belive that she was going to take me to court. I WAS 12 AT THE TIME. She knew this. It was just a bad situation and I was able to get out of it.

Since I am a diesel mechanic in the world of commercial trucking, I am held liable for all the repairs I do. Their is only one saying I follow. Do exactly what you’re told and don’t mess with anything else. I always take my time and make sure everything is put together and torqued down properly. There is a lot of risk in this business but it also has a high pay off.

It's funny that people (customers) don't realize how much someone like you and I are genuinely helping them with our pricing and flexibility in regards to getting their equipment back in service. Their jaws drop at the repair costs when they go to a small engine shop. Not to mention how long the wait is before their equipment can be worked on.

I can only remember a handful of times in the last 5 years when a machine came back. I give 90 days on a sale to a homeowner and 30 days to commercial operators. It's usually something dumb. One commercial guy brought in his saw and said the chain won't spin. The chain brake was on! It was worth it to see the look of embarrassment on his face. He tipped $10 for the trouble.

I wonder what part of "as is" do people not understand when buying used equipment. I will always buy the piece back from complaining buyers but often wonder what happened after they had it awhile. I also make sure that the bill of sale states that the equipment is sold in “as is” condition with no guarantees or warranties, either expressed or implied."

The answer to your question is a "YES" Some customers are great, however I am finding many that abuse repairs and want more repair for nothing. I installed a brand new carb on a Honda Water pump and the customer came back and said the pump would not run. I found the new carb plugged with water and rusty gas. I repaired it again and ended up telling him that I would no longer repair his equipment. I checked his gas can when I took the pump back and it was an old metal gas can full of rusty gas and water. Many customers want equipment repaired but neglect to tell you the whole story of what happened to it. One guy let his young kid run his riding mower and just about destoryed the deck, engine, etc. He olny said he wanted the blade shaprened. Nothing left to the blade to sharpen and it was bent. Belts were almost burned off etc. Thanks for the video.

Absolutely agree with you. My step uncle did this to me. He wanted a tune up on his saw so I replaced everything i could then came back and said I messed the saw up. And his saw was an old 32:1 mix and when i got it back he had straight gas in and destroyed the engine. I don’t do anything free for him anymore more and give him a real world estimate

That situation hasn’t happened to me yet, Eric. My plan is to deal with it exactly as you have. A good reputation is hard to grow but easy to lose. I think the most important takeaway is effective communication with the customer before, during and after the work or sale. Having a clear warranty guideline and making sure the customer acknowledges that at the outset is probably the best solution to these problems. Thanks for sharing more of your story as well as the “business” side of small engine work.

I totally agree with you Sir!!! I had a similar situation and when I looked at the vehicle (I was a mobile mechanic at the time) it was clear abuse from someone who knew nothing about taking car of their vehicle. I did a brake job and soon after that, the vehicle owner wanted to sue me because they said I ruined their transmission. I never started or drove the vehicle. I did the brake job in their driveway. So, I did explain brakes had nothing to do with the transmission and did not deal with them anymore. Nor did I refund the money for the brake job. Never heard back from them again. You can't always get ideal customers. Just try to size them up prior to doing business with them. Your reputation is crucial for success!!! You handled yourself well. I would make sure your coworker knows what happened and how it was handled also.

I had sold a push mower to someone a few years back. A few months after I had sold it they wrote me stating I had ripped them off. They had said it stopped working so they took it to a shop to have it looked at. They stated the shop said the engine was worn out with low compression and they needed a new mower. I agreed to exchange it with a similar mower if they provided me with the shops diagnosis in writing and they did. I exchanged the mower and they brought back the one I had sold them. The engine was missing parts and partly disassembled. I assembled it back together, tested the compression at 140, it fired and died. Ended up having water mixed in their gas. After draining it , there were no further problems and I resold it. I learned that not all shops are honest and want to sell you a product instead.

If you have a standard of making sure it's all running when it leaves I would always want to see it before I hand any cash back.. once I have looked at it if it's damaged that has been done by them I will let them know how much it will cost to fix it.. and it all depends on how long have they had the bit of equipment.. anything over 4 weeks I will not give any money back..

I think you did the right thing as refusing to accept the item back would have probably been an ugly encounter and like you said, a hit to your reputation. I also agree that I would not sell that person anything else in the future. I have done the same thing with the electronic items that I build and sell. Many times it is just much easier to accept the item as a return, then refurbish and resell.

I agree with your decisions and thank you for the well told story about what happened and how you handled it

Very few lay people know the ins and outs of keeping a high maintenance item like a chainsaw working . All sales should be final.

There have been a handful of people on sales and service of small engines that I have given their money back, or did a no charge on just to be finished dealing with them forever. Thankfully most customers are very reasonable and grateful for the service provided. Nobody has to do or take any work they don't want. Great topic Also, congratulations on how your channel has grown over the last year.

Your right in the ballpark.. of doing what and how you want to run your business... I agree 100%... you did the right thing.. keep up the good work ethics.. I've gotta make a video.. I've been way busy whit my regular Job.. I'll make one soon..

I had a gentleman drop off a craftsman mower for a no start. I repaired it and charger i think 60ish bucks. before I repaired it I told him the repair cost nearly as much as a new. 4 months later he returned his mower for a severe oil leak. the bottom crank seal was shot. he assumed it was something I did. expected me to fix it for free. I explained a carb has nothing to do with a crank seal. after showing in detail what each repair would do he was unhappy but understanding.

I can relate to dealing with grumpy customers. One customer we had at a place I worked in blew up several engines in his car. Each time, the engine was replaced, until I overheard the owner saying he enjoyed getting a free engine, & he killed them by abusing them, along with stating we couldn't prove it. The last engine he destroyed, I reconditioned. We had another engineer inspect the car, & the report was in our favour. The owner even went to consumer affairs with the issue when we declined to fit another engine under warranty. Consumer affairs also ruled in our favour. The owner had to pay all costs, & the owner was being watched by police, who later charged him with driving in a manner dangerous, by deliberately causing his car to lose traction, along with willful damage to public property. After that, I never saw the customer, or his car again.

Nice video and great story. Thank you very much for sharing.

I haven’t had this situation as of yet. Just because I tell them no refund but I will look at the machine for free. But if there is anytime wrong with it they will have to pay for the parts.

I used to fix small engines and chainsaws several years ago but quit after I didn't get any more challenge from it. I too, learned the hard way about customers who abused my properly repaired equipment and then asked for refunds. This was especially the case with chainsaws. After a couple of these experiences, I made sure to ask the buyer the magnitude of the project and type of tree they were cutting down before I would sell them one. Most of my sales were of lower consumer grade (occasional use) saws and in some cases the buyer was looking to cut down 20 foot oak trees with trunks of two feet in diameter! For one buyer, I actually refused to sell him a Poulan P3314 for a 20 foot eucalyptus that he was insistent could be cut down with this saw. I was able to successfully steer people either to professional large cc saws from rental stores or better yet, professional tree service companies. I also prepared a one page Operator's Sheet which included instructions on the specifications of the blade and chain size, as well as oil/gas ratio mixing and car tips. These changes to my sales eliminated any future saw comebacks/requests for returns for the approximately 100 saws I sold.

Had this happen to me BY MY UNCLE. I found 3 stihl ms200 top handle saws in a pawn shop which the owner of the pawn shop said were "burnt slap up" and he was selling for parts only. I gave him 100 bucks for all 3 and spent about 200 total in parts for all 3, carbs, fuel line, chains, oil lines, Filters, and one needed a complete rebuild. Sold one to my uncle for 250, who is a dock builder, so the smaller 200's come in handy cutting pilings, rails, etc. He said he had 5 dock rebuilds coming up & needed it for that since his, an old poulan, was getting old. 6months later he comes to MY SHOP screaming about how he was mid build on a dock and the saw quit, wouldn't run, and he had to do to home depot to buy one that would. He demanded money back, to which I promptly said, once I diagnose it, I'll gladly refund your money if it was something I missed. He said fine whatever I just want my money. I took the saw apart and IT WAS FULL OF SEA WATER. Called him to come see me and I showed him. He said, "Theres no way all that water got in there, it wasnt underwater for that long." Eventually he fessed up. He said it was running and fell in the water and spent 2 weeks in about 20 feet of water at a marina. Needless to say he got no money & no longer gets any equipment or repairs from me. I despise thieves.

Sounds liie you did right. I never charge much if anything and most was free. Now it's pretty much just keeping my own stuff going which is enough. But I've also learned to say no and dodge a bunch of bullets. Blessings!

That understandable and fair, you try to help but they don’t appreciate that and will take advantage of it.

Sold a mower to someone I found out lived 2 blocks down the road. The lady called me about a month later and said there was a problem. I told her I'd look at it and after work it was in the yard. First thing I did was empty the gas in a mason jar and about a quarter of it was water. Emptied the bowl, put in new gas and fired right up... Called them and told them it was ready to go just pick it up. Left the jar on the mower. I got to watch them later, through my cameras, pick it up stare at the jar and see the water. You're a nicer person than me because after seeing that saw I would of told them no way...

i have had a few cases where something happened in all cases but 1 or 2 it was nothing and it was stuff they did with the fuel, water in fuel, dirty fuel they added. one time a break cable broke, I made it right and fixed it. only 1 time had did a refund. I always do extensive testing by using the equipment on my own yard. I don;'t do many 2 cycle stuff. frankly most times many people have issues with fuel management on 2 cycles. typically I have a unwritten 2 week warranty.

Inside house garage! I don’t blame you I got a call from somebody claiming that I sold him a lawnmower a few years ago and he tried to claim that the lawnmower was a limit and he wanted his money back three years later I told him no you bought them over as is! Then he wanted to know if I had a riding lawnmower for sale and if I would take the lawnmower that he sold me in on credit I told him no I refuse to sell you any more things

I've been in the same business for forty years. I've learned to diagnose and do a tear down in front of the customer so they see in real time what the failure is. This helps with credibility issues. Also I do not offer any type of warranty on used equipment.

As you know I used to refurbish chainsaws as a hobby. My warranty was simply for DOA saws. The saws are used, and I only guarantee they work when they leave my hands. I did say I would fix the saw for the cost of parts if something happened. In the this situation the customer screwed themselves, and wouldn't get a refund from me.

Once I fixed a homelite string trimmer for a coworker and six months later he wants his money back because when he tried to use it won't start, six months later! Not even home depot gives that guarantee

The experience for a novice is ignorance on their behalf as unless instructed, if not those will do as they please. It happens, we all learn and grow. Thanks for your videos. 👍

If I understand the issue correctly, due to their ignorance/neglect they let the machine run out of bar oil. Anyone familiar with chain saws knows you check that every time you use. For you to give them a refund was totally unfounded, but I understand the "reputational issues".

I have had similar experiences with pieces of equipment repaired for people on a charge basis where they either didn't pay or subsequently complained about something unconnected with the work I had done. Finally I realised that it wasn't worth the effort and aggravation and now will only work on stuff I want to work on for my own enjoyment and entertainment mostly for no charge because either I own it or it belongs to people I know and trust.

I haven't had this happen to me yet. But I tell my clients that this is my hobby and if they have a problem let me know and I'll take care of it if its cost worthy for both of us.

Another thing to consider in the future.. bars and chains are expendable wear items. If someone buys a car from you and subsequently wear out the tires, that's their responsibility. It's also a good chance to educate about maintaining the bar and chain. Dull chains blow up SO many saws. Without proper engine load from making chips, they rev MUCH higher.. and because it's not cutting much the saw spends a LOT of time at those high RPMs. If you sell a saw to anyone i'd drop a hint to it's importance. It's good knowledge to have and also a good "CYA" if they fail to follow that rule. If you don't have a sharp chain to include with the saw, send it with a bare bar and a post-it note telling them the size/gauge/link count they need.

Especially since your a hobbiest, suppling goods and services at below marked value. You have all the right to pick and choose your customers.

I NEVER Give Refunds On Chainsaws Or Anything For That Matter. Reason Is MANY People Will Use It To Do The Job A Hand Without Having To Buy One Or Even Rent One, Then Say There Is Something Wrong With It Or Actually Do Something To It Just To Get There Money Back. That Doesn't Too Much Happen With Mowers For Example Because They're Needed Every Week. But Even Then It Can Happen Because Some People Actually Have The Balls To Mow All Season Figuring They Can Just Get Another Mower The Next Season Without Paying For It In The Long Run. I Sell All Things As Is And Have Them Test It Out At The House, If They're Happy And Buy It Well It's Theirs And If Not Happy Well Just Don't Buy It. After All It's Used Equipment And You're Not Wal-Mart.

The worst thing about customer service is dealing with unreasonable customers. As for the saw, I picked one of those up years ago for $20 because it wouldn't run. Reattached the muffler with 2 x 6mm helicoils and got 5 years out of it before I sold it for $50. It went well, but the vibration dampening wasn't the best, I'd get white fingers after 1/2 hr of cutting.

I had a fella that would bring over trash picked stuff. I always got them running, and always complained about what I charged. Late one evening he comes over with a pressure washer. I gave it a quick look, and the hose threads on the inlet were stripped. He had the nerve to suggest I did it. I told him to load it back up and never come back. He never did😀

I own a couple of these Poulan saws. They require a higher level of patience and intestinal fortitude to keep them in good working order. As long as you look after them and keep them clean and use non ethanol gas they will keep running and last indefinitely as parts are readily available and cheap for these saws. They don't have a very good resale value either, maybe $50 on a good day. But overall, they are decent entry level saw for light duty home owner storm cleanup etc. Thats all they are really designed for.

....yeah, this kind of thing happens.....fixed a lady's mower she paid and took it away....couple months later she is back with it very unhappy that it wouldn't start....also presented me with an engine alignment dowel...?....saying it had fallen out of engine...erm..ok...checked mower, and it started and ran fine.....she said...let me have a go....she did, and it became clear to me that she literally did not have the physical strength to even pull it over.....I started it again...she was annoyed and took it away....I just don't even....Still have no idea who gave her the dowel....wasn't even a briggs

I have refunded an item or two, but always within a reasonable time period. When people ask me if I provide a warranty, I tell them that I do not. However, if they do get it home and can't get it to start, I would happily look it back over. I've had that happen a few times, and even made a couple free repairs as something failed out of the control of the user - a stop cable that worked when I tested it, suddenly broke inside the conduit of a mower within 2 days. Luckily, I had an extra one on hand, and they were back with a working unit in a day. Beyond that initial cut, I don't know what you may have put into the machine or had something happen to it. I'll offer to repair it, but not for free.

I agree 💯 with what ya done got keep your reputation an yes I been in that situation one time from that time forward what I sold to a person make sure before they buy it as soon as it's in there hands I'm not responsible for what happens to it after it leaves they bought it as is used

something similar happened to me this summer... when i sold a guy a leaf blower...

I do remember this original repair and test cut, okay perhaps an additional test should be the cardboard test for oiling the chain as a standard test on any other future repairs. It may of been the customers fault by clogging the hole knowing he’d used it for a big job a possibility.

I have been lucky so far. I give them a lesson in chainsaws before they leave, but that doesn't turn them into pros

This reminds me of a brand of tools on Australia. Chinese made diy quality tool. Big retail group. Used to have a no questions asked warranty. Some trades would use them commercially and bring them back for a swap over and over. Cheaper to do this than buy a better one. Needless to say the maker no longer exist. So there are people everywhere always wanting blood out of a stone. And the retailer continued swapping to save face.

I agree with you, i too was a small engine mech for a long time mostly doing 50cc scooters (a lot of china one). i could tell you some serious stories about nightmare customers

I feel your pain. I gave up fixing people equipment and focused on my own.

I always would offer a 30 day warranty, but if it is the result of operator error or neglect, it’s not covered.

I have a question about a Remington rodeo chainsaw I been trying to fix it runs fine but the oiler doesn't pump I took it apart and cleaned it and the gear mover a lot better and I replaced the oil line but it still doesn't pump oil to the chain I even took a air compressor to it to see if any was stuck in the new line

The thing is that they were in the thought of I know how to use a piece of equipment that they had no idea how to use a certain types of equipment which is the problem with them using a piece of equipment

I sold a riding mower to a neighbor early summer and early fall he wanted his money back after using it all summer. I brought that up but he started crying so I took it back. I was able to resell it to someone else the following spring. Since then whenever that neighbor asks me if I have anything for sale I always tell him not at this time

I think it's the Leatherface chainsaw replica.

I think in your case the best thing to do would be to have a 30 or 60 day warranty. No returns after that date. Why? Well, they used the saw for a long time before raising an issue. They basically used the saw to do everything they wanted and also damaged it. I understand your reputation, so that is where the 30 or 60 warranty comes in. These pieces of equipment are 2nd hand and you sell them cheap. What more can people ask for? From my own experience, I do not lend out cars or equipment to family or friends. I had a car come back with a ruined clutch from a family member who thrashed it. I've had several pieces of equipment go missing when I lent them out and them forgot who I lent them to. My golden rules now is this. I will only lend out equipment if I come with it on the day. Guess what, everyone says "No, I'll ask someone else". And that suits me fine.

Two things ... #1 you mentioned that it was a tree that had been cut down for a while. Old trees that had been down for awhile are toought on bars an chains, and causes auto-oilers to stop-up. #2 if you don't stop and clean out the bar & chain, an check the auto-oiler you'll have what you explained well here. Used to have a equipment shop, ran it for over 40 years ... one of the bet customer stories ... dude bought a 12" Homelite Saw, came back about 3 hours later claiming it stopped cutting, ran great, chain had hit something (likely the dirt) all it needed was sharpening, told him it's be about $4 to sharpen the chain ... the dude came ungluded and said (you can't make this up) if I'd known the chain would get dull I'd never bought a saw from you, I want one that never gets dull. After I laughed in his face he realized he wasn't the brightest bulb in the box and left ... about one more hour later his wife came in and said she was sorry for her idiot husband, took the saw home and left.

Whenever I sell anything mechanical, I clearly state that it is "as is". If they were to bring it back and complain, depending on circumstances, I may fix the problem if it's something that I missed, but I would not give them their money back.

Well considering the saw was still usable as long as you changed the chain and bar I believe it was a good "investment" in your reputation since, well, you still had a working saw, not just a pile of scrap. It seems like a good look-out for yourself.

Sucks you had to give the refund but you were right to save your reputation with customer and coworker, but it came back full circle for you to decline. The coworker was right to, to not get in the middle of it second time around 👍👍👍

Hey bro what's up? After listening to your story here bro, it is very unfortunate what happened to your co-worker's neighbor and the saw. What I didn't like was to see the length of time that passed before they came and told you that the saw was giving them trouble. Apparently they wanted the saw to use over the long weekend and that was it. They might of been better off if they just rented a saw and done bro.

I agree with you 100%

As a shop owner I agree and disagree. But this is your show. And that is one clean saw.

I have them sign a receipt, with the model and number Of the machine I sell. Put on there AS IS NO REFUNDS.

This was a great video

Good Answer

You’re a bigger man than I am. I would of told them to take a hike after owning the saw for 3 months. If he wanted new, then he should of bought new not second hand. Your reputation would not of been hurt with just the one transaction. Once people here the truth then they would understand and more than likely not giving him his money back either.

When it comes to chainsaws especially, I have realized how sensitive they are to use and misuse. Most homeowners have no clue when it comes to equipment care. There should be a basic course that people can take when it comes to small engine care.

You handled the situation just like the professional you are.

Had a lady buy a push mower then returned a few days later because "it had no power", she even wanted me to pay for her gas. well one look under the deck it was clear she was mower tall wet grass". I returned her mower but declined to pay for her gas.

That chain sounds tight.

Sometimes a quick fix is better for you mentally. Hopefully you didn’t lose to much money on the deal. You did right by not giving them another chance to take advantage of your kindness.

Props to you. I don’t even mess with those anymore I throw them away. For my 150subscriber giveaway I gave one out lol Just terrible saws in my opinion

That "Super Clean" degreaser contain sodim hydroxide that literally can disolve aluminium parts

If it was under a 100 bucks yeah i would take it back....ever do business with them again absolutely not😊...but your right its and individual choice all the way..

I had a customer get in my face wanting to fight. So I told him to take it elsewhere that I will not be working on any equipment for that company. He was fired and the owner of the company came in and apologized.

If the machine hasn't been abused, just normal ware and tare, 30 days no questions asked on anything I sell used, regardless if it's a year old unit or older. They are buying a used machine, and I make that clear. Or as I tell them. They get the full guarantee. If after 30 days it breaks in half, they get to keep both halves. In forty years I can count on one hand how many machines I've taken back, with fingers left over.

They'll easily charge more than that saws worth to fix it a tune up is probably half the cost of the saw new

I have been repairing and selling for 7 years and I always sell stuff as is so nobody rips me off I don't fix any ones stuff anymore just a few of my neighbor I don't trust fixing someone else stuff

they probably run it with used engine oil or no oil in bar ad change

I don't like chainsaws because they scare me because If it backfired then I would hurt myself 🤨

That's not a Wild Thing.

I would go further than what you did & tell them if they wanted to buy something else I would tell them i don’t have anything for sale right now.

Biggest problem is most people know very little about the use and operation of equipment then blame the seller for their lack of knowledge. If equipment is used and abused, neglected and damaged its on the operator. The seller is not responsible for improper use and lack of maintenance, bad fuel, straight gas. Just a plain I’m sorry but we’re not responsible for it’s mid use and damage ant there is NO life time warranty on said equipment new or used. One can tell quite easily when equipments been miss used and improperly. To many people think they can use something, miss use it and damage/destroy it then bring it back….. sorry it doesn’t work that way. There is no warrant for lack of knowledge and miss use. Then the threats begin and that’s when I GET BLUNT AND TO THE POINT and tell them “I CANT FIX STUPID” take me to court.

👍👍

No warranty on used equipment. They bought it, they own it. Problems and all. That guy comes back 3 months later, the tree he was going to cut up turned into 50 trees. He flogs the ass out of the saw for 3 months and then brings it back, no way. Where do you draw the line? One year, two years, three years? They would use it for three years, bring it back and they have had a saw for three years for free No. They buy a used saw. They use it once for even one minute and it is theirs for good.

Don't rinse your saw like that in CALIFORNIA OR the water police may front page your water-logged POULAN as a gross waster of the precious commodity/ good H20- Besides, it can't be good getting the mag n associated wiring, and carb + clutch+ Bar roller! Better yet git a bucket of hot soapy water and just soak it overnight then how is it off again in the morning

CYA!!!

It's negligence don't give service anymore......

3 months later wanting a refund on a saw?? Absolutely not i have no idea what they did with it,how it was used,what fuel they used there is so many factors so in my opinion not gonna happen

Paint sprayer lol

Whenever you get burnt once on an idiot customer, the next time you tell em to piss up a rope. There's enough serious buyers out there for well-priced equipment, so there's no justified need to waste time, energy and money on idiots. The idiots can go to a big box store and buy new, with a big box store "warranteeee". Then once they break that new equipment also by being idiots, the big box store will tell em to piss up a rope too! 😉

You did what I'd of done you didn't do anything wrong

Nope, it's a used saw and you aren't Walmart.

Stop polishing that tird its still junk

Good advice i owned a small engine repair shop,YOU CAN NOT TRUST ANYBODY, CUSTOMERS WILL LIE TO YOU TO GET SOMETHING FOR NOTHING

Being in field service for forty years yeah I have seen it many times and at the same time not a common thing. You did the right thing on all fronts. Better to lose one then all customers. There's a few out there that don't play by the same rules. Play that same card at a Sears or any large service center and you will find an Eagle proudly displayed.

I have 4 small engines on snow blower weed trimmer leaf blower and another snow blower. everyone of these have had carb replaced on them and oldest one is 5 years old. Do all small engine manufacturers buy their carbs at the same place? They are junk to say the least and am getting tired of replacing them. Can't afford to get carb kit, because it is more expensive than buying complete carb on amazon , but quality is next to nothing. these people need to step up and start building carbs that work longer than a year or 2.