Northeastern Fork Lift

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Having had to rent a trailer from UHaul to get my Cub Cadet from Hopkinton to Epsom for service at Northeastern Power Equipment, 2080 Dover Rd, Epsom, NH, I was not thrilled when I found that after assuring me that the mower deck had been leveled it was actually still unlevel by an inch, discovered while mowing the lawn the first time after servicing. I called Northeastern Power Equipment, told them what was up, and after being told to bring it back in, I again rented a trailer, hauled my lawn tractor to them and had it fixed at no charge.



Though I probably should have insisted on trailer rental charge reimbusement because it didn't seem fair to have out of pocket expenses to get a job done a second time that should have been done right the first time but I didn't. I didn't because while I was there I also asked them to change a gasket for a tiny oil leak I had just noticed and they fixed it on the spot and I paid for. This immediate service made the trailer rental worth it in my mind and didn't give it another thought.



However, when I get the machine home and used it for the first time since the gasket was replaced I discovered a smoky engine (oil drops burning off a hot engine) probably several times worse than it was before it was "fixed". I gave them a call once again, explained what was happening smoke-wise, and explained that I did not want to have to rent a trailer again and said that I thought they should come pick it up, fix it and bring it back at their expense this time.



They said "We'll check into which tech serviced it and get back to you". But there was no return call. There was no second return call. There was no third return call. Fourth time spoke with service rep who said "Yeah, we will come pick it up but that will be the end of our "relationship" It's gonna cost me $200 to fix a $6 part and I can't have anymore of that". I said "that's fine with me" but he hung up without making arrangements to come get my machine. I called back immediately and was told by a receptionist that the service guy was busy and would return my call. He didn't.



Called Cub Cadet corporate to report a very poor customer service issue with one of their authorized distributors. After hearing my complaint they put me in touch with another authorized distibutor and made arrangements to pay for any/all pick-up and delivery charges to have my machine fixed.



I only have praise for Cub Cadet's corporate customer service. They know what good customer service is all about. I wish I could say the same for Northeastern Power Equipment.