My Name: Mel
Claim Amount (Approx.):
My Complaint Description:
Homelite Customer Service. I bought a Homelite Power Washer, model #UT80993A, a little over 2 years ago. When I did my research I was told to pay particular attention to the pump and I did. I made sure to lubricate it after every use. This summer I lost pressure and found that the pump had, indeed, gone bad. I called Homelite and the lady I spoke to said I would have to take it to an authorized dealer and that, as long as the issue was a defect and not customer caused, the pump would be under warranty.
I took the washer to the closest authorized dealer and was told by the associate there that it would not be under any warranty. He further stated that Homelite has a reputation for telling customers anything just to get them off the phone and that their actual customer service is terrible. Sure enough, Homelite would not stand behind the pump.
I sent an email to Homelite Customer Service and received an indignant response that Homelite most certainly does stand behind its products: as long as they are under warranty, as long as the customer has a receipt, as long as the issue is a manufacturing defect (to be determined by the service center), as long as the product is taken to an authorized repair center and as long as there was no customer abuse. In other words, no, they would not stand behind my pump.
I checked customer service ratings online and here is what I found: Customer Service Scoreboard gave them (Homelite) 4 negatives and 0 positives. Homelite’s own website gave them a rating of 2.9 on a scale of 1 – 5. My3Cents.com gave them a rating of 1 on a scale of 1 – 5. In other words the associate at the service center was correct in telling me their reputation is terrible. I had no choice but to pay for a new pump. I will leave it to the reader to guess if I will ever buy another Homelite product.