(18 Feb 14) I went to DeHaven Home and Garden Center in Lima Ohio to fix my Toro snow thrower. The engine would rev uncontrollably when the snow thrower was engaged. On 28 Feb 2014 the mechanic (Mike) fixed a gas primer, float, and needle valve ($121.13) but the engine still revved out of control. I called Mike the next day about the problem and he said it was the governor in the carburetor and could not be adjusted. The solution would require a new carburetor. Mike then told me his time was valuable and he didn’t have time to talk to me on the phone. I said I was told by friends not to go to Dehavens and have my snow thrower worked on but went anyway. Mike then said when I came in his shop I was an asshole and had a bad attitude with him? I said who do you work for? He said he was the boss. I said you work for DeHavens and how dare you talk to me like that and then Mike hung-up on me. I then call John Dehaven immediately and told him what happened. He called me back and said he had talked with Mike and confirmed that’s what happened. I called John Dehaven on five separate occasions to work out a solution on the dispute over my snow thrower not being fixed correctly. John always told me he would get back with me (never did). (26 Nov 14), I had my Snow Thrower fixed at Dicks Service Center, in Neptune Ohio (great guy). It cost me $32.18 to fix the Governor. Dick said it was a simple fix, he just adjusted the internal governor in motor (engine runs great). (5 Dec 14) I went to DeHavens in Lima Ohio to straighten out a dispute over fixing my snow thrower. I was looking for John DeHaven but was greeted by Tim DeHaven at the door. I explained to him why I was there and he said he could only give me a $32 gift card. I said I didn’t think that was fair. He said some work had been done and he couldn’t give me a full refund. I said I wasn’t asking for a full refund just half would be good, after all the problem was not fixed and I had to take it to another shop to get it fixed. He said he couldn’t do that and I would only get a $32 gift card. I wanted credit put back on my card since I didn’t plan on shopping at DeHavens anymore. Now Tim Dehaven raises his voice and accuses me of coming in his store and “acting like a dick”. I said let me get this straight, I am a customer and you are the business owner and you are going to call me a dick? Really? People in the store are starting to look now. I said Tim it’s about accountability now, I spent 22 years in the military and I believe in accountability. Tim stated he was an officer in the Army and asked me what rank I was? I stated I was a Master Sergeant. He then said he served during Vietnam and ran a motor pool and that no MSgt like me would ever work for him. I stated I served during Iraq and Afghanistan and again told Tim “I’ll see you in small claims court”. He became highly agitated and told me I would lose. He then offered me $50 gift card and again I said do you think that’s fair? Again Tim asked why I came into his store and was acting like a dick? I said I just wanted to handle this at the lowest level (I never raised my voice or called Tim DeHaven any Names at any time). Tim stated his last offer was a $60 gift card. At this point I am mad but I kept my baring and said “I’ll see you in small claims court.” His reply back was “why don’t you just go back to Iraq and Afghanistan.” Again I asked myself did he really just say that? He then said he had to go and as we left together continued to call me names, question my military service and disparage my rank as a Master Sergeant. After Tim’s derogatory comments to me I heard some of his employees laughing loudly. After Tim Left I decided to back in and talk to John Dehaven who I was original dealing with. I went back in and right behind me in walks Tim, he was madder than ever. I explained I wanted to talk to John and said he was the owner and he made all the decisions. I said I would like to take care of this at the lowest level. Tim explained he was having financial difficulties, he had not taken a paycheck himself for over eight months and showed me his prosthetic leg. I felt bad for the guy but that doesn’t give him the right to treat patrons like that. I told Tim I will accept the $60 gift card if he will apologize to me in front of the shoppers in the store and that will be that. To Tim’s credit he did apologize and gave me a $75 gift card, he said “I am sorry for being a dick to you ”The only time I really came close to showing my anger was when Tim said “why don’t you go back to Iraq and Afghanistan.” And or “I hope you go back to Iraq and Afghanistan”. Tim DeHaven, I have no ill will towards you, DeHavens or your mechanic Mike (Mike does not work for DeHaves anymore, he works for another service center in Cridersville, Oh). It’s all about accountability and some good old customer service. I am sure this is not an isolated incident. I sincerely wish Tim DeHaven, his family, employees, and DeHavens the best of luck and success in the New Year. Very Respectful Mark Wood
Posted on: Sat, 06 Dec 2014 00:14:57 +0000
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