Marlboro Mower

Wow! I read the reviews about the poor customer service not so much the man behind the counter but about the woman. However I was determined. I was going to kill her with kindness. I went in there smiling. I waited patiently until it was my turn. I stepped up to the counter I gave her another great big flash of my pearly whites and then I asked her for the part I came to purchase. Now I came correct. I came with the name the brand and the part number cross-​referenced for her convenience. She squinted at me, made a grunting sound, and went to the back room. I knew at this point I had her. I knew when she came back with the part it was going to be a whole different ballgame. I cracked the ice Princess. I wore her down. From this day forward we would be friends. When my new Besty came back into the front lobby the look on her face could only be described as complete and utter disgust. Disgusted with me? Disgusted with her job? Disgusted with life? Whatever the reason, my positive mental attitude had zero effect. I hurriedly paid significantly inflated prices grab my item and scurried out the door with my tail between my legs. A complete and utter failure. What a Twatwaffle

I just recently stopped by there for the first time ever. I’m a new customer never read any reviews about them I just know that I needed parts and they were not too far from me. Long story short I will never ever spend any of my hard earned money at this place. The woman behind the service counter was extremely rude not patient very very very unhelpful and did I mention rude? If she doesn’t like her job she needs to quit and they need to hire someone that actually wants to help people out I’m no pro landscaper or what have you I’m just a homeowner looking for a few parts I have the part numbers that I need I just need you to tell me how much they are type it in the computer and help me locate them so that I can buy them easy right? Not for this lady because she didn’t want to move a muscle or have the patience to even look up the things and she’s the one that they place behind this damn counter. After no help whatsoever I decided to leave but as I was walking out there was a gentleman outside that worked there as well giving the worst customer service to another customer outside about his mower problems you should have seen the way this guy spoke to this customer it was totally uncalled for and definitely not a business savvy type of person. Don’t waste your time going to this place it’s a joke there are rude unhelpful no customer service whatsoever don’t waste your time and money go somewhere else

Called asking for help, was smugly told they have a month backlog on service. I get this is their busy season… But what’s the point of having a service that’s back logged a month? Hire more people.

My next door neighbor who used to run a commercial landscaping business recommend me to Marlboro mower to get my Craftsman Riding Mower repaired but I was extraordinarily disappointed with my experiences there.
It seemed that every year my mower would break a belt, the belt that made the mower move. It was strange to me that a mower should break a belt ever year, it seemed to me that there was a deeper problem, so I told the clerk at Marlboro Mower all of this when I brought my tractor to them. They told me that they would give me a call with a price within two weeks.
Three weeks went by and I had heard nothing from them. I call and a clerk told me that there were eight mowers in front of mine and they should let me know within a few days. I let another two weeks go by and I still heard nothing from them.
I called and asked the clerk what the deal was. He Literally told me that they had been PUTTING MY MOWER OFF because it didn’t sound like it was an easy job. I was astounded but patient at this point.
I then asked how much it would cost and he said that he couldn’t give me a price it was just going to be a minimum of $ 20 and that they charge if my memory serves me $ 80 an hour and he had no idea how long it could take. I told him that this was not acceptable, anytime I get my car worked on they give an estimate, he said that this was impossible. This is totally ridiculous no mechanic shop of any kind operates this way, computers spit out data tell a mechanic EXACTLY how long a job will take.
I then proceeded to express my frustration in a calm but stern way to the gentleman, I stated that my mower has been out of commission for more than a month and it was supposed to be two weeks and that I needed a straight answer on the price before I agreed to allow it to be serviced. To this frustration he replied WELL YOU CAN ALWAYS COME PICK IT UP!
That statement let me know EXACTLY! how much they valued my $$$ and so I told him that I would be there shortly to pick it up. When I got there however, they were closed.
My wife called and talk to the owner the next Monday morning. I was relieved when the owner expressed his concerns, apologized, and told me it would be fixed that same day. Monday afternoon I was happy to see that my mower was running, the bill ways $ 130. Jeff Thomas told me that all I needed was some new belts and there was nothing else wrong with the mower, though he did grease the pulleys.
Unfortunately when I got the mower home it did one lap around the yard and then would not move anymore. This was exactly the same problem that I brought the mower in for. Jeff and his establishment failed me in every regard. What’s more, upon inspection he only replaced one belt not all of them.
I was so F#$KING P!$$ED off that I just couldn’t talk to them on the phone or anything. I didn’t feel like loading the mower up and taking it 45 minutes to their establishment again and risk things getting worse.
I noticed that there was a mower repair main very close to my house. He told me that Marlboro Mower had a bad reputation of taking advantage of people and charging too much and that is why there are so many used riding lawn mowers for sale there, because they give surprise bills (just like they were trying to do with me at first), and then people do not want to pay a $ 400 repair bill on a 10 year old mower.
The repairman close to me told me that a part had fallen off my mower, a part the keeps the belt in place. If this part where to be removed I would have exactly the problems that I had. He also said the transmission needed some adjustments. He also said that to replace one belt he would have only charged $ 50 and the total charges to fix the mower correctly the way that he did was only $ 75! (trans adjustments and the thing that keeps the belt in place).
Instead of trying to get my money back from Jeff Thomas/​Marlboro Mower, my goal is to try to tell people the truth about their organization in any possible way that I can.
I am very happy with my new mower repairman and am thankful that he is near my home.
Matt Willett,
Accokeek MD
Frustrated Marlboro Mower Costumer.