Carolina Mower & Equipment, Inc.

Feb 21st, 2023

Sorry haven't gone there
Jan 13th, 2023

I will start by saying that I would give 0 starts if possible. Dealing with Carolina Mower & Equipment was one of the worst customer experiences I have ever had. My Honda walk behind mower was burning oil and smoking. As it was still in the warranty period I found an authorized repair center and called to make sure they could do warranty work to which they responded 'yes'. My wife dropped the mower off for me and one of their employees said they would check the oil as that is a common problem. When they checked the oil they said it looked normal (it was burning oil too so I was checking it often so I know it was at the right level). They then told my wife that it would be a $40 diagnostic fee that would be refunded if the work was deemed warranty. About a week later I got a call saying that the mower was ready and the only issue was that it was low on oil so they changed the oil for me. There are a number of issues with this: -They did not call or get prior approval for anything more than the diagnostic fee, but went ahead and changed the oil and charged me for it -Being low on oil is not a reason for a 4 stroke engine to smoke and burn oil. For a 4 stroke engine to burn oil the oil must get into the combustion chamber which only happens if oil get past the piston, or in through the valve I tried to discuss this with Carolina Mower & Equipment but they insisted that this was the only issue, and they also told me that they do not do warranty work (with directly contradicts what I was told earlier and was at no point mentioned to me in any previous discussion even though I had mentioned warranty numerous times). At this point I had paid for an oil change I didn't want or need, and my mower was still not working properly, so I contacted Honda customer support to try to get it resolved. Honda customer support contacted Carolina Mower & Equipment and were told the same lies that I was told about being low on oil. After talking with Honda customer support I was told to bring the mower to a different authorized service center. I took the mower to Northern Tool who were very helpful and fixed the issues, which ended up being a leaking valve stem seal (which is one of the ways for oil to enter the combustion chamber). Through out all of this Carolina Mower & Equipment did nothing to try to make the situation right and maintained multiple lies to both me and Honda Customer support. I will never return to Carolina Mower & Equipment. From looking at a few other poor reviews I am sure that Carolina Mower & Equipment I am sure they will respond telling me how it was all my fault. Edit: The owner has reached out to apologize and right the situation. While the situation described above was much less than desirable I can appreciate the owner doing what they can to make the situation right. The next time I need service like this I will at least consider giving them another chance.
Jan 26th, 2023

Great service friendly guys they do whatever it takes to help you
Sep 25th, 2022

I was really shocked to read all the negative reviews on customer service. I deal with Donny when I go there. He's always been a gentleman with me. I get everything I need and a phone call when my parts arrive. Thank you Donny!
Sep 24th, 2022