Norfolk Power Equipment

Excellent service and selection. They are by far the best around!

Love the Kubota machine but hate their customer service. In one word… Horrible. I have had my Kubota since new in 2000. Had a leak in the front axle in 4 wheel drive. It was a tough winter here in Mass. They were the factory authorized dealer in Carver Ma so I had them pick it up. $ 2500 later and 6 weeks along with repeated unanswered phone calls and emails (it seems they all go to their junk folders) I got the machine back. I used it last week for the first time and one of the hoses on the bucket that I asked to be replaced started leaking at the fitting near the piston. The resulting drips plastered my driveway and my garage floor. I called the Carver store on Monday ¹¹⁄₁₆ at 9 am and they knew who I was and I asked for a tech to come to the house to fix it. They said they had to call me back… I am still waiting on Tuesday the 17^th for the call back. This is the pattern they use when you deal with them. Never a call back. I have given up! The $ 2500 was a rip off in terms of value and headache. The only thing they knew how to do quickly was charge my credit card!
I also sent a note to Kubota. I bought my machine when I lived in Pa and my dealer there was Peterman’s in Carlisle, Pa. They were great and always very helpful. I would recommend the Kubota machine and honestly I would buy it from the dealer in Pa. I will get my machine fixed or do it myself and buy all my parts from the dealer in Pa. Norfolk Power Equipment is a waste of time and money!!!

I have just posted an awesome review for Stewart’s Power of Holbrook. I was introduced to them by Honda Customer Relations when I refused to allow Norfolk Power to work on my under-​warranty mower for a third time for the same issue.
Here is a summary of what occurred and how I was treated and you decide if you want to do business with them. While I know the names of the guys I dealt with, I will not use them here.
I dropped my 2-​year-​old mower off in January because it was back-​firing and the mower was not rolling easily when pulled back.
They rebuilt the carb (on a 2-​year-​old mower? huh?), adjusted the valves (really?) and adjusted the drive cable.
On my first use in late April, it was still back-​firing and still pulling back hard. I figured I’d give it another use to see if something needed to «break in» or loosen up.
The following week the wheels were actually locking up, so I called them and they said they could not look at it that day because they were busy. I insisted and brought it down.
Here’s where things really went bad. They first told me that the back-​firing was normal because the carb choke plate sometimes gets stuck partially open when the engine is warm. I asked, if that’s the issue, then why did they rebuild my carb for $ 88 and said, if there is a malfunctioning choke, it needs to be fixed. No straight answer.
Regarding the locking wheels, they had no answer and, as to the hard pull-​back, they said that it was normal and all those models pull back the same. He offered to show me how the 3 similar models on the showroom floor would pull back the same as mine did. Well, wouldn’t you know, each of the 3 rolled back nice and easy just like my mower did for its first 2 years.
It gets better. I suggested they check the drive cable adjustment and was informed that the drive cable was not adjustable. When I asked how they could charge me for an adjustment that is not possible, I got a blank stare.
It gets even better. I told them they had to figure it out and walked away, into their showroom. I went back to the service area after 30 minutes and saw the repair guy with a service manual on the ground and a wrench in his hand. I asked what was up. The same guy who told me that the cable could not be adjusted, was adjusting the cable to specs. He even told me that it was supposed to be set at 13 – 14 and mine was at 18. Oh, maybe that was the issue???
So, I left the mower because they were going to check out the pull-​back and wheel lock issue further and also try to figure out how to fix the alleged choke problem.
As soon as I got home, I called Honda Customer Relations. I explained everything and they agreed the carb did not need a rebuild and offered to refund me the cost of it. They also said it was utterly rediculous to suggest that a sticking choke plate is normal and told me there was a well-​known issue with the carb (a thermo wax problem) and a tech bulletin had been issued and Norfolk certainly should have known about it.
Regarding the other issue, they authorized a new transmission and wheel assembly, under warranty. Despite this being a «come-​back,» they had my mower for 2+ weeks.
When they delivered it (Honda insisted they do so and paid for it) — and I know this will shock you — the wheels were immediately still locking up. Almost 3 weeks, under the direction of Honda Customer Relations, a come-​back, warranty work and they still managed to screw it up.
I spoke with Honda and explained that I would not again have Norfolk touch my mower. They agreed to pay for it to be picked up by Stewart’s in Holbrook and repaired there.
Stewart’s quickly diagnosed the problem (Norfolk failed to install 2 spacers on the new transmission; they apparently also failed to do a 10-​second rool-​back test after they repaired it), fixed it and had it back to me in a week.
Kudos to Stewart’s and Honda for their commitment to customer satisfaction.
I see reviews here that suggest that those spending big money on new equipment are treated right and those who just need something fixed experience a different level of attention and customer service. What companies like Norfolk Power fail to recognize is that, in this era of social media, treating one customer wrong can have huge repercussions. Just as a result of word of mouth, my landscaper, who was planning to buy a commercial mower from Norfolk, has chosen to go elsewhere.
I know this is an incredibly long review but detail is sometimes important and helpful. I hope this review helps others avoid the trouble I went through.

First off, I brought a snow blower in at the end of winter last year to have drive system repaired. After two months I got it back and a $ 350 bill for it (new gear box). I had called a few times and was basically told that I didn’t buy it there so I’m not priority, reason for two months. He was right, I didn’t buy it there, I bought it at a Husvqarna dealer who is out of business not Home Depot or Lowes. On to this year, I ran it for the first time and got about 40 minutes out of it and same problem. Drive not working. Brought it in and was told we will look at it when we can. Few days later it was all set to pick up. Brought it home and guess what, drive system does not work. Brought it back in and left it there again. Recieved a call next day that the axle was shot and replacement parts are not available anymore. Snow blower is not fixable! Guess what, I replaced the broken keyway and removed the shards of metal in the «new» gearbox that was covered in rust and it works awesome now??? Today I purchased shear bolts 6 for $ 25. Can get same ones OEM replacements for $ 12 free shipping on line. I will never buy or recommend this company.

Top notch service on older machine. We have a 20 year old Ariens snow blower that Norfolk Power has been servicing for the past 10 years or so. We call in July, they pick up the machine, they call with an estimate, they service the machine then deliver it back — simple as it gets. They showed their true colors however when we had a problem after the machine was delivered back to us this year. There was a fuel leak, when Wayne (their road service person) came to look at it, he located the problem, took it with him, and they returned it fully repaired in a few days time. When we used the machine in the first storm, it ran a bit rough. One phone call, and Wayne came right back and made the proper adjustments right in our driveway. We never hear any push to ‘get a new machine’, they really ‘get it’ when it comes to service. True professionals, we’ll never use anyone else, and when we need a new machine, we’re going to them.

I had already decided on a Gravely ZT 42 zero turn mower, so I walked into the showroom and sales had me out of there in 10 minutes with a delivery date.
The mower was delivered on time. I called service once for a minor maintenance question and they were very helpful even though I felt like a complete idiot.
I’m glad I went with this company as I had other choices, and was concerned that their focus was on commercial customers. I’m happy and very glad I didn’t waste time with the big box stores.

Update: I finally got my mower back. It was dropped off to my house 4 hours after the window they gave me. Apparently they forgot to put it on the truck that day, but of course no one called me to let me know.
The mower was dropped off without the paperwork (surprise surprise), which they told me was WITH the mower when I called that morning. The mower was also rusted in spots and had some dings and dents on it. I can only assume they stored it outdoors. They replaced the carb with what looks to be an aftermarket part. The plastic shroud was painted black to cover the gas damage. I was expecting this because they called me the day before to confirm drop-​off and said the part hadn’t come in yet and they didn’t want to hold the mower up waiting for it.
After I noticed the paperwork was missing, i called (twice) and no one answered the phone, so I got in my car and drove over. When I showed up, all the employees were sitting around chatting with one anther. There was one customer in the store browsing around. Obviously everyone was too busy to answer to phone. When i asked about the missing paperwork, it was no surprise to learn the guy didnt know what I was talking about. He asked someone else and they said the paperwork wasn’t in the store. They apparently mailed it to me (still waiting on it 3 days later…). i asked about the plastic shroud and I was told it was ordered THAT MORNING… not the week before like I was told.
They clearly don’t value their homeowner/​residential customers. If you aren’t buying a $ 50,000 excavator they want nothing to do with you. I am done with this place, there are many other options for small engine power equipment in my area.

Went to look at snowblowers and they were extremely helpful walking me through everything. I took the guy’s card and said I would call him when I was ready to buy. No pressure at all which I appreciated. A month later called him and bought my Ariens 28 which I love. They deliver for 50 and the delivery guy walked me through everything. Being a Finance guy, they did not make me feel stupid asking what a «choke» was or any of my other Beginner 101 questions.
I would give them 5 stars as all the guys I worked with were patient, knowledgeable and easy to work with. My one issue is the lady answering the phone who was miserable and upset that I called on Dec 26. Beside her awful rude attitude to a customer, I would recommend you buy your snowblower here. Hopefully they find a nicer lady to answer the phone but otherwise– great service except the grinch lady on the phone.

had a 20 hp riding mower serviced today, oil change and filters and got a bill for $ 307.45
this is not a good way to treat a new customer, I will cross this company off my list

Spent a lot of time doing some on line research for wide area walk behind mowers. Spoke with the rep in the Wrentham store after comparing Toro Timemaster with Cub Cadet (in other location). Told him of my concern with not enough cc’s in the engine (common on-​line complaint). He said that unless I was mowing 5 lawns per day and 3 – 5 times a week (which I’m not) then the Cub Cadet was overkill. Yeah, more powerful, but not necessary. He was 100% right.
Definitely go for the delivery ($ 50). Mower comes assembled, unboxed, oiled, gassed & ready to go.

Courteous and knowledgeable staff — a place where you can buy a lawn mower or chainsaw and get real answers from people who know what they are doing — not some part timer working at a Big Box store. Prices were no higher than the big chain stores and the selection is unmatched. I’ve also used their service department a few times, never been disappointed.