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The good, the bad, and the ugly - discover what customers are saying about Pats Small Engine Plus

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8:32 am EST
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Pats Small Engine Plus starter/generator

If I could put a zero for rating I would. This all happen in nov. 20018, do not deal with these people! I bought a starter/generator from them finally got it put it on 18 volts. Did test gen. Was shorted inside took me a week to convince them it was bad and then they had nerve to charge me to return there bad part! And restocking fee? Are they selling this to another sucker? I bought a new gen. From another place put it on and 13.8 to 14.2 volt like it suppose to be. I, m 64 been working on these all my life so am no dummy to this.
Do not deal with these people!

A full refund would be a way a good place did things.

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8:14 pm EDT
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Pats Small Engine Plus Poor service and unknoledgable Agents

I purchased a clutch for my Toro mower 18 July from Pat's small engine plus. it is the exact same clutch that came on my mower and worked for 7 1/2 years. I installed it exactly as the direction with the clutch explained. For a 1 inch shaft mower the attachment bolt was to be torqued to 55 foot lbs. and the disc clearances were set per the directions. The clutch lasted less than two hours in operation. When I called Pat's to see what to do about it the man I spoke to, who was named Dave was very helpful and said to send it back to him as he would be personally handling the return. He said that he would send it to his supplier as soon as he recived it. He said to put the letters CW2 on the package and he would know what it was. He said I would get a new one back quickly as his supplier "Arrow" was fast. I returned the package via UPS at a cost to me of 15 dollars. Pat"s recived my package on August 18 as recorded by UPS at 9:20 in the morning. I called one week later August 25 and spoke to a man who told me that Dave had died on Wednesday. He said they were very busy and did not know if they had the package or not. He said they were coming in on Saturday to work on returns as they were overloaded. While speaking to me he asked me if i wanted a refund. I said no that I wanted a new clutch but needed it in a hurry. He said to call back Tuesday morning. I called by Tuesday morning and said I had decided that I would like a refund as the process was taking too long. The rude man that spoke to me said I could not get a refund and that they had only checked in my package in on Saturday. He denied everything that Dave and the other assistant told me and said it would take several weeks before I would get a clutch back if at all. They had had the package one week and one day and had done nothing with it. He said they had not yet sent it to their supplier who then would have to send it to Warner the clutch manufacturer. I explained that the man I spoke to on Friday asked if I wanted a refund. The new guy said that they don't give refunds. He said the only way I could get a new clutch any quicker would be if I bought another one and then they would refund me the money when their supplier sends them the money. I have had to pay to have my lawn mowed for three weeks now waiting for Pat's to send me a new clutch. I will never send one more cent to these guys again. You cannot trust what they tell you on the phone. They don't contact you to let you know if they have received a return, they are unwilling to stand behind their products, and they seem to have the attitude that they don't care how long a replacement takes. Their motto should be the customer is always wrong. I am not even sure that Dave died at this point. That could just be another story.

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Update by Heisenberg
Mar 28, 2012 7:02 pm EDT

They were disrespectful in the extreme when I called about my returned clutch. The man I spoke to had a chip on his shoulder the size of an iceberg. As I said the fellow i spoke to initially was very courteous and I felt fairly treated by him. If he really passed away I am sorry and I am sure they lost a great deal of business because he treated people properly. I have not heard one thing from Pat's about the clutch I sent in. It was sent in (at my expense) within the time required. I am not even sure they sent it to their supplier. I had to purchase a different mower clutch locally and install it. It has worked perfectly for a year and a half. There had to be a defect in the clutch I sent back to Pat's because the new one I have was installed in the same manner.

Update by Heisenberg
Mar 28, 2012 7:00 pm EDT

They were disrespectful in the extreme when I called about my returned clutch. The man I spoke to had a chip on his shoulder as big as an iceberg. As I said the fellow i spoke to initially was very courteous and I felt fairly treated by him. If he really passed away I am sorry and I am sure they lost a great deal of business because he treated people properly. I have not heard one thing from Pat's about the clutch I sent in. It was sent in at my expense within the time required. I am not even sure they sent it to their supplier. I had to purchase a different mower clutch locally and install it. It has worked perfectly for a year and a half. There had to be a defect in the clutch I sent back to Pat's because the new one I have was installed in the same manner.

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Syd Horn
, US
Jul 21, 2019 4:22 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I used their web site to look up the correct part number for a flex fork for a Hustler X-one. Their web site
http://www.psep.biz/store/hustler_lawn_mower_flex_forks.htm said the correct part number was 603162. That is what then sent and the shaft was too short and would not fit. I called them and said they sent the wrong part and they said I made the mistake. I tried to reason with Troy but he would not listen and said I order the wrong part it should have been a 603167 but that is not what their web site says. They said they would only charge me a 10% restocking fee and I had to pay the freight to sent it back which is about $50.00. The part was $281.95. It was totally their mistake.
Their company policy is as poor as it gets. I wouldn't buy anything from this company and even tried to get their dealership with Hustler revoked. Hustler said they would call them and try and resolve the problem but I have not heard back from them as of this writing.

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Sams Repair
, US
Mar 28, 2012 4:54 am EDT

When you buy a product from a dealer it is 99% of the time a Manufacturers Warranty, not the dealers warranty, so your statement about "Stand by their product" is false as it is not even their product, it sounds like warner product and they are the ones you should be complaining about. Just like if you buy a Tv from Walmart, after 30 days they will not even take the product back, you have to go to the manufacturer for the warranty, or if you buy a mower or other power product from a menards, Home Depot, Lowe etc. You cant get them to do the warranty, you have to go to a shop to get the warranty done, like Pats who does warranties for Menards. It is all up to the manufacturer to approve and disapprove a warranty, so complaining about the company that sells it is not always their fault but the manufacturers. So send a complaint to Warner.

I am a current customer of Pats and decided to help them out on some of these feedbacks for the bad reviews they receive. I have personally never had a problem and get all my parts at the best price on the web and usually in a week. The time frame you are talking about they did have some issues with the death of one of their guys. It is not a Lie like you think and is a little disrepectful to even think they would make that up. In the summer months I go there for most of my parts and have got to know them very well and will keep going there. They are very reasonable with me if a issue does arise, then they take care of it.

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Even tho' they do have good prices, DO NOT use these people, if you are not 100% sure of a satisfactory purchase. Get everything in writing, if you ask them any questions, etc. If you have any problems, don't rely on email replies. Call - & be ready for rudeness from the Office Mgr. (Brian). [He'll tell u abt. how many complaints he gets "every day"... tell...

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