Altaquip

Write a Review910-292-4073

I have never received such horrible customer service in my life. This rating should be ZERO stars but unfortunately there is no option for that.

We had our Husqvarna riding mower serviced by Altaquip in Dunn for a deck repair. Not only did it take over a month, but when they returned the mower it would not start (please note, there was absolutely no issue with the mower's engine, just a sheared metal piece on the deck). After calling them back to ask what the problem might be, the "master technician" they put on the line to troubleshoot told me this is a common issue that many people send their mower back in for all the time. Usually it's just something that jostled loose during transport or it is also common for the battery to drain and it simply needs to be replaced. I refused to spend $100 (AGAIN) for transporting the mower PLUS whatever the repair cost would be, and likely being without it for a month or more (AGAIN). The technician recommended trying a new battery, which I did and the mower still will not start.

Upon calling Altaquip back to once again try to find resolution, I was informed that I was not speaking with the branch directly but to the corporate call center in Ohio. Apparently there is no way to contact the people who personally serviced my mower for explanation, even though I dialed a "local" area code, all calls go to Ohio. The rep tried the extension he had for the Dunn branch repeatedly but could not get anyone to pick up. "They must have gone on an early lunch today, " was the excuse. So, he sent an email to Eddie, the manager - who is supposed to call me immediately to resolve the issue. I will not hold my breath given the [lack of] customer service thus far.

It is extremely frustrating not to be able to get in touch with the repairman who personally serviced my mower. If you list a local number on your website, you should reach the listed location! Why not have an 800 number to make it clear to your customers it is likely they won't be speaking to a local representative who can actually help them? Also, the corporate call center folks in Ohio aren't able to take complaints, as they have nowhere to note them there. Good luck trying to find a number or email address to send a comment/complaint/question to!

The bottom line is my mower started and ran just fine before Altaquip repaired the mower deck and when they returned it to me it no longer starts and runs. They refuse to send someone out to figure the problem out nor will they consider waiving the transportation fee, even though this is obviously something that went wrong while they were in possession of the mower for over a month. They make it impossible to directly reach the people who actually had their hands on the machine and also have no way of voicing complaints over how they handle their customers.

Lowes should definitely consider dropping their contract with Altaquip (their only authorized service provider of this sort) and finding another company who can deal with customers in a much more positive way.