Northern Tool + Equipment

★☆☆☆☆
29.5132 -98.5331
Map and Directions to Northern Tool & Equipment Co

210-344-4294

2505 NW Loop 410

San Antonio, TX

78230

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I am writing to complain about a repair incident. On 12/8/2009 I dropped off my Ryobi Weed eater for repairs at Northern Tool & Equipment Co., at 2505 NM Loop 410, San Antonio, TX 78230.
It was recommended to me by the Ryobi website. Before dropping off the product, I contacted Ryobi to verify that it had a warranty since I did not have a receipt. Ryobi verified that it had a two year warranty from the manufacturers date listed on the weed eater.
I called them the day before dropping the weed eater off to them. They told me they needed a receipt, I explained to them that it had the two year warranty and if there are questions to contact the Ryobi Warranty department. They said they would. They contacted me back about a week later. The tech told me that the carburetor was bad and that it would cost me $65 to replace it. I explained to them that I had the warranty. They said they would verify it and order the part. A few weeks went by, I called them on 28 Dec 09 for a status on the weed eater. The tech said that they were waiting on my response to add the part and that I would have to pay $75 for the repair. I again explained to them that it was under warranty and that they said they would verify it with Ryobi. They said, yes, I remember you; we will have it ready on Wednesday and call you for pickup. Wednesday came and went, I called them 2 Jan 2010 for an update. The manager assisted me. He told me that his repair personal were not there and found that he could not locate my replacement part and there was nothing on the paperwork stating it was under warranty that I would be expected to pay for the repair costs. He said that a repairman would be there on 3 Jan 2010 and he would have him contact me as soon as he found out if it was repaired and or under warranty.
I received a call from Northern Tools on 3 Jan 2010. The tech told me that the weed eater would be ready for me to pickup that day and that I would be responsible for paying them $106 for the repairs. I explained again to the technician that it was under warranty and that I would not be paying that amount. I also told him that his prices seem to be going up each time he called. He said he would ask the manager and placed me on hold. When I arrived there, the tech was out; another employee returned my product to me saying there was a balance on it. I asked him to get the manager. The Manager returned with my receipt and told the person to disregard the charges. When I talked to the Manager more about the repairs, according to my receipt/work order, the carb was ordered from Ryobi on 11 Dec 09. Then they created a P.O for Ryobi on 14 Dec 09. The repair work and pickup was not completed until 3 Jan 2010.
I am not at all satisfied with Northern Tools Service they provided to me in regards to a warranty repair with Ryobi. I believe that the repair took too long and that they acted unprofessionally in the repair. I believe that they lack quality communication not with just the customer but with themselves and Ryobi. Yes, I finally received the product repaired and in good working order; but with all of the issues, I would have happily gone elsewhere and paid for a repair. I will still continue to recommend Ryobi products to friends and family but will tell them to avoid Northern Tools Repair Service at all costs.

1
★☆☆☆☆

I am writing to complain about a repair incident. On 12/8/2009 I dropped off my Ryobi Weed eater for repairs at Northern Tool & Equipment Co., at 2505 NM Loop 410, San Antonio, TX 78230.
It was recommended to me by the Ryobi website. Before dropping off the product, I contacted Ryobi to verify that it had a warranty since I did not have a receipt. Ryobi verified that it had a two year warranty from the manufacturers date listed on the weed eater.
I called them the day before dropping the weed eater off to them. They told me they needed a receipt, I explained to them that it had the two year warranty and if there are questions to contact the Ryobi Warranty department. They said they would. They contacted me back about a week later. The tech told me that the carburetor was bad and that it would cost me $65 to replace it. I explained to them that I had the warranty. They said they would verify it and order the part. A few weeks went by, I called them on 28 Dec 09 for a status on the weed eater. The tech said that they were waiting on my response to add the part and that I would have to pay $75 for the repair. I again explained to them that it was under warranty and that they said they would verify it with Ryobi. They said, yes, I remember you; we will have it ready on Wednesday and call you for pickup. Wednesday came and went, I called them 2 Jan 2010 for an update. The manager assisted me. He told me that his repair personal were not there and found that he could not locate my replacement part and there was nothing on the paperwork stating it was under warranty that I would be expected to pay for the repair costs. He said that a repairman would be there on 3 Jan 2010 and he would have him contact me as soon as he found out if it was repaired and or under warranty.
I received a call from Northern Tools on 3 Jan 2010. The tech told me that the weed eater would be ready for me to pickup that day and that I would be responsible for paying them $106 for the repairs. I explained again to the technician that it was under warranty and that I would not be paying that amount. I also told him that his prices seem to be going up each time he called. He said he would ask the manager and placed me on hold. When I arrived there, the tech was out; another employee returned my product to me saying there was a balance on it. I asked him to get the manager. The Manager returned with my receipt and told the person to disregard the charges. When I talked to the Manager more about the repairs, according to my receipt/work order, the carb was ordered from Ryobi on 11 Dec 09. Then they created a P.O for Ryobi on 14 Dec 09. The repair work and pickup was not completed until 3 Jan 2010.
I am not at all satisfied with Northern Tools Service they provided to me in regards to a warranty repair with Ryobi. I believe that the repair took too long and that they acted unprofessionally in the repair. I believe that they lack quality communication not with just the customer but with themselves and Ryobi. Yes, I finally received the product repaired and in good working order; but with all of the issues, I would have happily gone elsewhere and paid for a repair. I will still continue to recommend Ryobi products to friends and family but will tell them to avoid Northern Tools Repair Service at all costs.

Pros: Great Tools

Cons: Bad Service