Complaint Review: GXi Outdoor Power - Clayton NC

I purchased a ZBeast Power mower from the Home Depot in February 2018.  I mower was used a total of 00016 hours before the pulley seperated from the deck.  I called the customer care center at GXI Outdoor Power GXI Outdoor Power and spoke with Joey who initially took my complaint on Monday.  He requested information such and serial numbers etc. I gave him a brief description of what was happening with the mower. I also provided him with the invoice and my email address.  On the second day I received this email:

Dear Valued Customer,

Could you please send photos of the damaged pulley?  That will help me better understand which pulley has separated and a better understanding of how to go about repairing the pulley.

I immediately provided pictures of the mower per his request and stated that I would like to have this concern addressed as soon as possible.

For the next two days there was no response from Joey @ GXi.  I called and spoke with two of his colleagues who stated that they would relay the message and put it on the board for an immediate call back at a specific time. The callback didn't happen so I called the service center again and he requested additional pictures, and I took additional picture.  He then tried to find a repair shop in my area. This was on friday morning 5 days later for the initial call, and he stated that he would call me back. It started getting no call. I called GXI Parts & Service, LLC back and obtained the name and phone number of the repair shop. Joey then called me back to provide that information.  He also told me it may not be under warranty, but the repair shop would make that determination. RED FLAG #1.

The following day saturday the mower was taken to the repair center.  It sat there untouched for almost 2 weeks. The repairman from their preferred vendor called and stated that the mower would not be covered because it was damaged due to impact.  RED FLAG #2. I immediately rebutted that statement and told the repairman that that was not true. There was no visible signs of impact and furthermore my yard is completely leveled without any obstacles or debris.   He stated that he would get back with me when he checked with the company.

RED FLAG #3  Joey (the customer service representative) called me back the following day stating that the mower would not be covered by warranty due to rust.  AT THIS POINT I WAS LIVID. I did mention the fact earlier that I ordered this mower in February 2018. It was kept in my utility room which is climate controlled.  Joey had the audacity to tell me I cut my yard when it was wet. Joey told me he was the supervisor and I could not talk to anyone else in upper management and I disconnected that call and told him that I will report this to Home Depot.  He said no need I'll report it.

RED FLAG #4  I went to the repair shop and called Home Depot.  I spoke with the owner of the repair shop about my mower.  I asked to take pictures and he obliged. I asked him to point out the rust.  He looked bewildered and said there is no rust.

I filed a complaint with Home Depot regarding the deception and the rudeness of this company and not honoring the warranty.

There is a happy ending to all of this drama.  I went home to pick up my trailer so that I could go back to the repair shop to retrieve my mower.  Upon my return to the repair shop the repairman admitted that Joey contacted him after Home Depot contacted the company and he was very upset with Joey and could not lie to us. He admitted that Joey  told him to say that my mower was damaged by impact which was clearly not the case. Joey also told the repairman if you think I am going to send you another deck for you are mistaken. He wished me luck and stated that he has a mower with the same company and the same situation of them not honoring their products.  In his professional opinion the brand is a down right lemon. It was clear to me that my instincts were correct about this company. They definitely have unethical business practices and Home Depot saw through it too. I was able to return the ZBeast Power mower and bought the top of the line mower from a trusted brand from the  home depot store. Thanks Home Depot.