Bobcat of Connecticut

Filed a complaint with American Express, Yelp and Department of Consumer Protection

I have attached only 2 emails of all my complaints in writing to the owner of CT and MA ....BOBCAT EMAIL 1.... APRIL 27th

ATT: Stu Graham ...proprietor BOBCAT CT... NO REPLY

Hi Stu

My name is Louis Dimuzio

As a first time customer using your BOBCAT EAST HARTFORD Facility..... I am filling a complaint about 2 employees:

1) Bob Merrill Manager

2) Matt Blister- service assistant

Here is a brief synopsis

I have paid to Bobcat...approximately $4,000 for service to date for my 3450 utility vechicle.

I purchased this vehicle with 7 hours...2 years ago.

I had not one problem with the 3450.

I decided as I do with all my machinery and equipment.... to have it inspected by a dealer.... especially when the shift locked and disconnected.( We can easily change a broken shift cable here on site in our own facility)

1)Matt quoted me $250 for pick up and delivery in our first conversation.

Yet he billed me 350.00...

He re-billed me when I confronted him.

Employees should keep records of conversations. Not my responsibility

He is young and not very good in relaying information or speaking in conversation.

First go around..... Matt said they had checked the machine and everything was fine.

The Bobcat was returned

Within one hour.... the machine locked again..... as well as the power steering was extremely difficult to maneuver.

It was never like that prior.

Matt sent out your road tech...but told me I would be responsible for any new problems.

We took the machine out of the garage..... with tech in the vehicle.....

the Bobcat locked within 5 minutes.....in his presence

The Machine was picked up again

Matt sent the following email after the machine arrived

" After our last discussion..... we inspected the machine further and found no broken mounts or cracks in the frame that would contribute to the failure of the clutch.

YOU INSPECTED THE MACHINE FURTHER? WHY DIDNT YOU INSPECT IT THE FIRST TIME? Is this acceptable to you the owner? Please see the attached quote for the repair. ( another$ 2,000)

I called your manager BOB Merrill.... who immediately connected me to Matt without even having the courtesy to listen or speak with me

That is NOT CUSTOMER SERVICE

When a customer complains....it is a manager’s job to listen to the complaint

This is "managing without accountability and responsibility

I would fire him if he worked for me.

I was told by matt that the 6 plus hours included a series of technical diagonostic testing by their sensors/ equipment....

Matt told me that this information wasn't available....... until we inspected the machine ...".FURTHER"..... THE SECOND TIME AGAIN......

.WHY WASNT IT DISCOVERED THE FIRST TIME? It gets worse from here

I sent an email.... via your website to Bob Merrill NO REPLY

NO PHONE CALL:

The machine is returned AGAIN

Within 30 minutes...... the Bobcat overheats

I shut the machine off and wait for it to cool. There is little antifreeze on the blacktop and NO antifreeze in the main tank My mechanic explains two options:

1) there was little antifreeze to begin with....or

2) there is a bad thermostat

I start the engine again..... and the battery is completely DEAD My mechanic attepts to charge the battery. It is non chargeable Simply looking at the massive blue corrosion on the 2 posts...one could clearly see the problem.

The 2 posts were cleaned.... No charge

He runs to Namco and purchased a new battery at $155.00 ( your diagnostics didnt notice this?)

Installed Battery

Mechanic adds antifreeze...... burped the system Overflows again

We ordered a new Thermostat.... It arrived with NO INVOICE OR DOLLR AMOUNT

Is that acceptable to you?

Added more antifreeze. Burped the machine

Overflows again

One of the hoses is warm..... the other hose is cold...... leading my mechanic to believe that the water pump has a problem

Not available in the diagnostics?

All this has occurred in two collective hours time...... since the machine has been returned from your facility.

It is apparant that your diagnostic testing machines are not effective

It is either your equipment or the skill level of your employees I am not qualified to decide.

Neither are my responsibility.

All I wanted was a machine that was functioning well when it was returned

It is why I came to a SPECIALIST....rather than using my own mechanic.

In addition....Let me tell you about the condition of the Bobcat before and after it arrived at your facility.

It was as dirty as when it arrived ...,as when it was sent back How do your employees repair a machine without even cleaning it ?

The highlight of the service was MICKEY.... the driver Polite... courteous , articulate and respectful

He is incongruous with the rest of the service.

I do not want to deal with this location any longer Please advise a remediation

Thank you Stu for taking time to listen to my complaint

Louis DiMuzio 54 New haven Rd Prospect, CT EMAIL 2 to STU GRAHAM April 29th 2020 .....

NO REPLY

Good morning Stu

I am following up on my e mail to you dated April 27th

Let me share the incompetence of your technicians.

My mechanic again returned yesterday to resolve the overheating of the machine( as soon as it was returned by Bobcat.) This is the 3rd time. We replaced the thermostat, the cap and 3 gallons of antifreeze.... each time the machine overheated.

While we cannot verify as to the amount of antifreeze in the system when returned, we can verify the stupidity and incompetence of your technician:

The reason that both hoses could not reach the same temperature was simple:

YOUR TECHNICIAN REMOVED THE BELT TO THE WATER PUMP......, AND FORGOT TO REURN IT TO ITS PLACE.

WATER PUMP BELTS DO NOT JUST FALL OFF. OF course the machine kept overheating.....

And of course... your technician tested the machine for 20 minutes to see there was no problem before returning. REALLY?

You did not have the courtesy to reply to my email.

As the new owner of Bobcat CT since Feb, It is clear to me as to your "customer's service style."

I received an e mail from Operations Manager Bob Merrill, yesterday.... saying he tried to reach me.

REALLY?

This is the same manager to whom I complained to

you ......who would not even take time on the phone with me to discuss the problems with the machine ...THE FIRST TIME IT WAS RETURNED.

'This is the same manager who DID NOT RESPOND TO MY WRITTEN EMAIL SENT DIRECTLY TO HIM the second tiome.....,..... which I complained about in my previous letter

THEN.... I wrote an email....DIRECTLY TO YOU... the new owner.

You did not respond.... but rather forwarded your email to Bob Merrill to handle the situation

BOBCAT had my machine for 2 MONTHS...to do a simple tune up and change a broken belt.

It broke down immediately each time it was returned.... for different reasons...., (6.5 hours of evaluation @ $109.00 per hour- first invoice)

Three strikes and you are out. You have asked your manager to contact me....when he didn't have the courtesy to respond prior

( I had to go to his boss to get a reply)

Anything that you want to say... you can supply to me.... in writing

Lip service appears to be the management style from the Top Down.

I am not interested in formulaic "words of CUSTOMER SERVICE".....that obviously are overshadowed by your priority for profit.... you receive for "REPAIRS AN SERVICE."

Louis DiMuzio

ATT:Stu Graham Hi Stu

{{Redacted}}