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TW's Outdoor & Hardware complaints

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1000 US Highway 158 East
Sunbury, NC 27979 | Get Directions

(252) 465-4211

http://www.twshardware.com

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Total Amount in Dispute:
$3,628.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against TW's Outdoor & Hardware closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against TW's Outdoor & Hardware

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5/8/2024

RESPONSE: Complaint was not answered Amount in Dispute: $3,628.43 Amount Settled: $0.00

Customer Complaint

4/12/2024

I bought a toro zero turn mower on 4/8/2024 which I thought was new. I was never told that it is a 2022 model. It is supposed to be a new mower. I cut with it for first time on 4/9/2024. It left grass standing in the area that was cut. A rep came out on to pick it up to sharpen blades. It was brought back and still doing the same thing. The owner came out today on 4/11/2024. He claims the deck is to low to cut the grass height. He raised it up from the 2" cut height I had it at to 3.5" height. He watched me cut and it still leaves grass standing in my yard. He says I will have to mow the yard twice. I told him I am not satisfied with the mower and I wanted a full refund. I had ordered another mower from a different source and he said it looks like you have 2 mowers now Resolution Sought For the company to take back this mower and refund my money

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