Long’s Small Engine Service

I have only lived in this area for three years. And have used them for repairs on my equipment. But this holiday the staff went way above customer service. I had just had surgery and could not pick up my husband Christmas gift. They tried to deliver before Christmas, but it did not happen. But picking it up today they really showed customer service beyond my expectations! To be able to walk into a «equipment» place as a woman and be treated so well was an experience beyond an expectation. I highly recommend this place the staff is amazing.

I really want to ‘like’ Long’s as I’ve had decent experience in the past, but the customer service this time has been lacking! Its July 10 and I call to see if I can get my toro push mower in for repair as it has no spark, needs a spring tune up (while I’m there) and the kill switch replaced (was broken and missing), they tell me there is a 5 – 7 day backlog this summer busy season. I take it in anyway. Upon arrival i ask them about availability of the kill switch and how long lead time is, i was told ‘no problem we’ll handle it’. At 7 days I called them to see the status of repair, (the phone is constantly busy! i mean you have to call 10 – 15 times to get through once) they had not looked at mower yet, ‘still five back’ and they had not ordered the broken kill switch yet! O reiterated i do mot want to wait all this time for repair, then have the part ordered and wait more, the grass is growing ²⁴⁄₇! argh! I was told that until the technician diagnosed they did not know what they needed! Really? I came in with a part number for replacement!!? At 15 days I call them back to again check status. Guess what? Now the repair is waiting for parts! They finally ordered the kill switch! Are you kidding me! And they don’t know when the parts will be in! At this point, I start expressing my frustration and I hear him say: ‘we don’t work weekends’ ‘we’ve got over 300 units here’ and ‘I’m not going to get my BP up about a push mower’…
Now everything shifted gears for me, I start explaining to this customer service rep that every customer should be weight equally as he doesn’t know what I’ll bring to the door next or who I will tell about their service in the future and on and on… this guy then went into damage control offering loaner mowers, delivery and 10% off. However no deliveries today as none on Friday and we don’t work weekends… Hilarious.