Rockton, Illinois
3.4K views
18 comments

3/22/12

This is the letter I sent explaining to customer service my problems with this *** establishment. Menards is the wal mart of building material sales.

To Whom it May Concern,

On March 19, 2012 I purchased the Brute 2700 psi power washer from your store in Beloit, Wisconsin for $299.00. On March 21, 2012 I put it together, and put the oil in it that was shipped with the unit, per manufacturers specification. I ran the washer for 5-10 mins without any issue. Upon shutting it off and trying to restart it I was unable. I was barely able to pull the starter cord. The engine appeared to have lock up or became tight.

Tonight, March 22, 2012, I tried to take it back to your store. The lady at the service counter said it would be no problem with the receipt, which I have. I waited for aprox. 5 minutes for a manager to come to the customer service desk and she was unable to help. She told me that the hardware manager had to sign off on it because it had gas and oil added. She also told me that if it was under 30 days there would be no problems. She even had me go back and pick up another unit to bring to the front.

The hardware manager showed up and asked if I had tipped it over on it's side. I told him I had not. He pulled the air filter and then said he had to take it to the back to try and start it. He took it to the back and was able to get it started. Mind you he started it without any water attached. And how he started it was beyond me because I wasn't able and I tried for over an hour. According to manufacturer specifications the unit is not to be started without water because it can do damage to the pump. He started it twice. This individual, John-the hardware manager, talk to myself and my wife with a very condescending tone. He said there was oil on the air filter and that was from me tipping it over, and that was why it wasn't running. I told him, once again that the unit had not been tipped over. I am a mechanic. I'm not *** and I know oil in that section of the engine can likely be a sign of valve problems. I asked this individual, if he was in my shoes what would you do? He told me he would take it back. He also told me that they would not take it as a return and the manufacturer would have to deal with it. I bought this 4 days ago. It would take 1 to 2 months to do anything with the manufacturer. The store has taken one as a return because there is one on the shelf, marked down, that has gas and oil in it. I checked while waiting for him to get the manager. I then asked for the store manager which he got.

When the manger, Darrell, arrived he told me that there was no use arguing because he wasn't going to do anything. He said I would need to have the manufacturer deal with it. He said that he wasn't going to do anything and walked off.

I spent just under $20,000.00 with Menards last year to build a garage. I just spent $300.00 on this power washer. I expect perfection. My company spends in upwards of $250,000.00 with Menards every year. We use Menards as a vendor. While not being able to speak for all the individuals in my company I will not spend another dime with Menards. And I am also closing my business account with Menards. I will never be treated like that and grace the individuals responsible with that much business.

3/22/12

To Whom it May Concern,

On March 19, 2012 I purchased the Brute 2700 psi power washer from your store in Beloit, Wisconsin for $299.00. On March 21, 2012 I put it together, and put the oil in it that was shipped with the unit, per manufacturers specification. I ran the washer for 5-10 mins without any issue. Upon shutting it off and trying to restart it I was unable. I was barely able to pull the starter cord. The engine appeared to have lock up or became tight.

Tonight, March 22, 2012, I tried to take it back to your store. The lady at the service counter said it would be no problem with the receipt, which I have. I waited for aprox. 5 minutes for a manager to come to the customer service desk and she was unable to help. She told me that the hardware manager had to sign off on it because it had gas and oil added. She also told me that if it was under 30 days there would be no problems. She even had me go back and pick up another unit to bring to the front.

The hardware manager showed up and asked if I had tipped it over on it's side. I told him I had not. He pulled the air filter and then said he had to take it to the back to try and start it. He took it to the back and was able to get it started. Mind you he started it without any water attached. And how he started it was beyond me because I wasn't able and I tried for over an hour. According to manufacturer specifications the unit is not to be started without water because it can do damage to the pump. He started it twice. This individual, John-the hardware manager, talk to myself and my wife with a very condescending tone. He said there was oil on the air filter and that was from me tipping it over, and that was why it wasn't running. I told him, once again that the unit had not been tipped over. I am a mechanic. I'm not *** and I know oil in that section of the engine can likely be a sign of valve problems. I asked this individual, if he was in my shoes what would you do? He told me he would take it back. He also told me that they would not take it as a return and the manufacturer would have to deal with it. I bought this 4 days ago. It would take 1 to 2 months to do anything with the manufacturer. The store has taken one as a return because there is one on the shelf, marked down, that has gas and oil in it. I checked while waiting for him to get the manager. I then asked for the store manager which he got.

When the manger, Darrell, arrived he told me that there was no use arguing because he wasn't going to do anything. He said I would need to have the manufacturer deal with it. He said that he wasn't going to do anything and walked off.

I spent just under $20,000.00 with Menards last year to build a garage. I just spent $300.00 on this power washer. I expect perfection. My company spends in upwards of $250,000.00 with Menards every year. We use Menards as a vendor. While not being able to speak for all the individuals in my company I will not spend another dime with Menards. And I am also closing my business account with Menards. I will never be treated like that and grace the individuals responsible with that much business.

Product or Service Mentioned: Menards Customer Care.

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Anonymous
#979061

Exact same situation and sane results

Anonymous
#714146

This is halarious! Your still blaming menards after everything that happened?

*** that the hardware manager only ran it for a few seconds so he couldn't know what you were talking about after knowing that running it without water would cause damage... He knew what had happened YOU damaged the item. Spilling oil and putting in bad gas maybe your wife needs a funnel? The employees did help you, you got your product fixed.

As for shopping at lowes and Home Depot have fun... Well see you back in menards when they only have 1 of what you are looking for

Anonymous
#690469

Your not alone with poor customer service from store managers! Anderson Indiana manager "Lil Keithy" is a great example of menards *** manager team.

I got same treatment and I just spent several thousands on a project also, I'm done too.

sorry you had to get the shaft like several others have, but save big money at menards? WRONG!

Anonymous
#468329

if every guest at menards actually spent what they say they do, menards would be the most profitable company in the world. every guest says "I spend over $100,000 a year here!" if that were true every manager would have incredible bonus checks

Anonymous
#462895

You're not special because you spend a lot of Money at Menards. You're entitled to no special treatment.

The return policy for a gas pressure washer is simple it's consider a push gas powered equipment and Menards does not take those back, it has to go to a repair shop to be fixed. It says it on every Menards receipt you have ever had.

Also, the volume of idiots we deal with on a daily bases makes us question everyone because at least half the time its operator's error.

Anonymous
#690387
@Heartless

The man had it for a couple of days and he gets that treatment? I may decide to quit shopping at Menards.

You know what they say, the customer is always right. You may not think you need his money, but believe me, you do.

Think of the good you do when you are kind and supportive. Honestly, I hope the guy starts supporting Lowes.

Anonymous
#456555

And since I have been taking my business to Home Depot. And I'm liking it.

Day and night from Menards.

Home Depot- you walk in and everyone wants to help you. Menards- you walk in and everyone scatters.

Anonymous
#456551

I think its hilarious how these people from menards get on here like they know anything. And write coverups.

The washer was upright the whole time. Menards does accept returned items that have had or do have gas and oil in them because there was the same washer, without attachments , with black oil and gas in it.

Call me dumb but I pretty sure they took a return and put it back on the shelf. Bottom line is they can do whatever they want for whomever they want.

Anonymous
#456546

@ author from authentic author

really???

Anonymous
#456454

The rest of the story:

So I took my power washer to the service center Menards talked about and they fixed it. They said the oil in the filter was from my wife spilling it as she dumped it in. Apparently the gas I used was old and that's why it wouldn't start easily the next time.

The machine runs great now and Brute paid for the service center to fix it.

Anonymous
#456259

this is typical ...how do you know if a gas powered item works if you dont puit gas and oil in it to start with. just another way for john and larry to screw people over.

as an ex-employee i will not spend my money there. they are rich enough from screwing the public over.

Anonymous
#456239

It really isn't Menards choice, the companies we buy gas powered items from do not allow us to defect their items. Too many have been wasted because the customer did break it or didn't know how to use it properly, and now they require going to the service center.

Most places that sell gas powered items do not take them back with any gas in it. So good luck going anywhere else.

Anonymous
#455894

@ duh

The hardware manager started it for literally two seconds, without water. Not nearly long enough to hear the knocking in the motor that I heard when I ran it with.

And thats if you can get it to start...

and I'm not sure how you break it? add gas, water, and oil, five minutes of run time and left with a 300.00 piece of garbage.

Anonymous
#455776

So you bought a pressure washer. It worked.

Then you broke it while using it. Then you tried to return it. Company shows you immediately that it still works just fine and even showed you exactly what you did wrong to break it.

And you still want a refund? You should have just collected your item and left the store with your head hanging low in shame.

Anonymous
#455124

@ Confused

How else would I have known that the product was defective other than put gas and oil in it???

AndJusticeForAll
#455073

Well "Confused" a defective product should be able to be returned in a reasonable amount of time regardless of if gas was used or not. A reputable business would stand behind the products they sell.

Anonymous
#454573

So you wanted a return on a product that uses gasoline even though store policy is to not accept returns when gasoline has been used?

Anonymous
#454496

you should try a different store, maybe that will work? I know thats probabley a payne though...Good luck..