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October 2023 by Jeff C.
If I can give the people here 0 stars, I would! The customer service sucks! They are ignorant and very unresponsive!
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July 2023 by A M.
We were shopping for a new Kubota tractor and after speaking to friends and neighbors that already have a Kubota tractor, about 1/2 said we should avoid doing business with Kitsap Tractor. I also read the reviews here and unfortunately didn't heed the warnings from the negative reviewers. The excellent reputation of the Kubota brand sells the tractor, it's the service from the Kubota Dealer that really matters.. we prefer to keep our business within our community but purchasing a $40K machine with attachments from Kitsap Tractor has proven to be a frustrating mistake. Just one example: I'd ordered our tractor with a 3rd function remote. It hadn't been installed when they delivered the tractor so I had to make a service appointment to get it installed. When I inspected the installation work after they returned the tractor to me, I was stunned to find they'd used 2 conductors of a scrap piece of 5 solid conductor direct burial irrigation system control wire to power the remote AND ran that wire unfused from the battery, 5 feet through the engine compartment to just below and within reach of my foot on the brake pedal. They then added a fuse to the wrong end of the irrigation control wire and wrapped the mess up in black tape. Not even close to what should be expected from a Kubota Dealer's Service Department! I also discovered that the connection at positive battery terminal was loose and they hadn't bothered to replace the red protective rubber boot back over the battery terminal. It is not an exaggeration to say that poor workmanship like this is how tractors catch fire and burn. I now realize I should have just walked out when I wasn't able to get a salesperson's attention the first time I went into the Silverdale location. Every time I've been in there since, it's the same with 3 or 4 employees in the front of the store, no greeting, no acknowledgment, no nothing. The parts counter is slightly more attentive but when I recently had an issue that was fully covered under our Kubota Insurance it took over a month for their claims person to get back to us after I'd visited the store, called and emailed trying to get my problem resolved. I finally gave up and drove to another Kubota Dealer and hour and half away in Olympia WA where I was greeted immediately upon entering the Service area and the Sales showroom. Their Service Department listened to my situation, suggested an option that Kitsap Tractor had not, ordered the $35 part I needed and had it on hand in 2 days. While I was in Olympia to pick up my Kubota part, I went into their massive and fully stocked showroom to look at a Stihl pole pruner. They greeted me immediately, explained all of the gas and battery powered options, made a recommendation based on my needs and actually demonstrated the tool and the attachments. Make the drive to Olympia and avoid this business.
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May 2023 by Donna P.
great follow up care, good prices and the sales folks are amazing !!!
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June 2022 by Jonathan B.
This business has no honor. They do not deserve loyalty and they should be stamped out by the Lowe's and Home Depot's that understand customer service much more, even though they are faceless behemoths. Frankly I'm shocked at how this small business conducts itself. Three years ago I bought a STIHL MS 171 chainsaw from this business. It worked well in felling some small trees and cutting up firewood. I have used it for hours without problems. However, after multiple chain uses, and the saw taking a fall from height, it was time to buy a new one. I came back to this business two days ago for a new chainsaw. They sold me a STIHL MS 181c with a 7-day return policy and two year manufacturer warranty, but failed to provide an operating manual. I figured that I keep the oil good and no excessive use, it should do as well as the previous chainsaw. Wrong. I used it less than 30 min on dry wood, and it began smoking. When I removed the casing I discovered the housing was melted. Product defect, I've been around chainsaws my whole life and this shouldn't have happened. I brought the merchandise with the receipt back to this business a day later. I asked them to honor their return policy and for them to handle the warranty process. I would simply buy the next better chainsaw in store so I could continue my project. They said no. They would need to wait on STIHL to honor the warranty. I explained to them the chainsaw was purchased the day before, the little use, and product defect. They didn't care. They didn't honor my receipt. They didn't honor the manufacturer warranty. And they didn't honor my description of the defect. As I said in the beginning, no honor. What this business misunderstands is customer service. They don't go to bat for their customers with STIHL. I thought with a small business they would beat out the big guys, but clearly not. I'm surprised to say the Home Depot and Lowe's and even Amazon win on customer service. This explains why the big guys continue to steal market share. I like to support small businesses. But not this place. Not anymore. No honor means no loyalty from me. Done with this place.
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October 2021 by Chris H.
I am going to tell you a story about a guy in Service by the name of Denver. Just before Covid hit, my wife and I decided it was time for a new leaf blower, trimmer, and perhaps a replacement power washer. We went to KTE because they are our local Stihl dealer, and we always shop local whenever we can. Our purchase experience was fine. We bought all three things in March. No regrets; the team made sure we knew how to take care of our tools, use the right fuel, and store them properly before we took everything home. Two months later, the pressure washer stopped in the middle of cleaning the roof. The Honda engine sputtered to a halt after 2 hours, and would not start again. In fact, the recoil was so awful that I partially injured my shoulder while hauling away on the pull-start (yes, there was gas in the tank). I called the service desk at KTE, and asked what I should do. The immediate response was to clean out the carb, and ensure there was zero water. This was done a few weeks later (I used the drain screw method), however there was no change in performance. Again, I called, told the person at the service desk that the carb was cleared and about the recoil, and the service desk person said that it was clear there was still water in the bowl... and that I needed to disassemble the carb and clean it manually. After manually pulling apart and clearing the carb, I still could not get the engine to run... same recoil as well. I decided to drive the pressure washer to KTE, in June. The person at the desk (who, I believe, is the same person who sold us the gear in the first place) told me that the issue was just water, and that I could leave it with them, but it would take 2+ months to be seen, and I would be on the hook for at least the minimum service charge once they discover that it was just water in the carb (the tone was set to discourage leaving the pressure washer with them) "...you must have been using ethilated gasoline... we told you not to do that." Intimidated, I left and decided to try, once again. A year later, after assuming that I was wrong and they were right, I tried one last time to get my pressure washer to run, with no luck. I gave up, and decided that I was going to be out the money for the machine, or that KTE was going to ream me for service costs... and decided to leave the washer with them. In March I left the washer. In May I was called by the service desk. It turns out that the cam had failed inside this brand-new Honda engine, and if I wanted it to be repaired, I would have to pay $270. I politely recounted my service experience up to this point, and then explained that I felt this should be a warrantee issue since it had failed -- and I had called in -- within the first year of ownership. The person at the other end of the phone said "... I'll have my Warranty Manager call you." This did not happen. 3 weeks later, I was again called by the KTE Service Desk, and again I was asked to pay $270 to fix the pressure washer. Again, I recounted my service experience up to this point, and that I was expecting a call from the Warrantee Manger. With apologies, I was told that they would be contacting me the next business day. This did not happen. 3 weeks later, I was contacted by Denver. He had seen that the machine was still in need of repair, and again I explained my situation. Denver said "... Let me look into this." Two weeks later, Denver called back, and said "Chris, I've looked at the warrantee for this machine, and it says that Honda has a 2-year warrantee with the manufacturer... unfortunately the manufacturer has just been bought by a company named Pace. I can't guarantee anything, but I'm going to see what I can get done." A week later, Denver called back: "Chris, it took a lot. I had to find the right person at Pace to get this email in front of, and they just now replied that they want to take care of this issue, under warrantee." Denver then told me that he had the issue from here, and the next call would be to tell me that
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May 2021 by jim c.
Finally my zero turn lawnmower is working. It's been a heck of a year for it. Well this spring I took in cause wasn't running from last year. Told them it would start then stall and please fix it. Had service last year where did everything and failed to put in oil and replace fuel filter. I bought fuel filter and installed last fall. Well couple weeks later called and told was fixed and ready to pick up. Went charged 300 added new blades and fuel filter and when went to move it it started and stalled. 2 weeks later fixed again for real and another 200+ dollars and since didn't have blades and fuel filter first pickup I got those. So think most would've gave 1 star but it ran finally after year plus and I think this is what you have to expect when dealing with them. My wife gives Matt a plus for being friendly. For those stuck going here please use this to help your decisions.
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April 2021 by Cameron C.
Stopped in here just to "check it out". They have a good sized inventory & looks like they have expanded a couple of times I was greeted (not harassed if you know what i mean) by several different folks. i had a question about available implements (post hole digger) for an older Kubota. The staff spent summer time researching it, and unfortunately they don't because the tractor doesn't have a PTO, atleast they took the time to find the solution. I can't say anything about prices or service, but staff was friendly & helpful
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March 2021 by Walker D.
Worst customer service in Kitsap county. Service desk is super rude. Stand there for 20-30 minutes without even a greeting. Don't buy your products from this business. They don't stand behind there product and expect to wait an excessive amount of time for poor service!!
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May 2020 by deborah g.
Zero customer service. Did not return calls. I used to recommend them but am now embarrassed.
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November 2019 by Tony T.
Shop here and buy elsewhere. If you need basic customer service, parts or service, well you won't find it here. I'm in the construction business and these folks have the worst reputation in the PNW area. If you are in the east sound area, go ahead and shop here, pick out what you want and find a better deal at another dealer. They never return a phone call here! Used equipment is sold -AS IS - with ZERO service after the sell. *** That said, the best folks in the company are some of the shop people at the Bremerton location, nothing but good things to say about them. If you need something, drive over there, dont waste a phone call to the Silverdale office.
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June 2019 by Brian A.
Bought $2000+ worth of Honda generators. Brought back for a recall and they missed two promised completion dates. I'm all for shopping local, just go shop local somewhere else.
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May 2019 by K C.
Took my weed eater in to be repaired. Told them what the problem was. The counter guy said, sounds like a dirty spark arrestor. They require $50 deposit when you drop off your item. The service clerk said the $50 would be credited to the cost of the repair. They called today and said the cost of the repair was $315, more than the cost of a new weed eater. I told them to forget it I'd pick-up my weed eater. Then the jerks say the cost to diagnose the repair was $50. $50 to tell me the weed eater needed a new carburetor??? What the heck- if they had told me up front that it was $50 to diagnose a weed eater problem, I'd never have left it. Stay way from jerks like this, a big rip-off.
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April 2019 by Louise J.
Called today to get some information about a Kubota zero turn mower list on their used equipment page. When I asked about this particular mower, I was told that it was new. I asked why it was on the used equipment page I was told that the web site "just does that". Yeah, sounds like bait and switch to me. Nonetheless, I inquired about the cost and found it was the same as all the other places I'd checked, so there is that. Then I inquired about the bagging system, saying I wanted one with a blower, at which point I was told that they don't have blowers. I find that interesting as Sholten's Equipment in Lynden has one set up with a blower. When I mention this, I got a lot of hemming and hawing and after market grumbling. Hmmm, I don't recall asking if it was factory or not. Either way, this person was not at all interested in making a sale; getting information was like pulling teeth, nothing was volunteered. That's ok, me and my hard-earned cash are more than happy to go elsewhere! Hope the next person has more luck than I did.
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March 2017 by Chris A.
I called about a specific used excavator three times in three weeks, the last time on a Tuesday to say that I would come by on Thursday and let me know if something changed since I am more than 200 miles away. Got a call back saying that it would take two months to install a thumb attachment but other excavators were ready to go. I thought that tone of the call was curious but was not concerned because I can install attachments. Showed up Thursday morning and was told the excavator was sold. Asked if the sale had been pending for a few days, which would give the benefit of the doubt to the call back, but was told no it sold the previous evening. Since then that particular excavator has been relisted on multiple craigslist sites.
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February 2017 by Andrea W.
Not too happy with the service my husband and I received here. We went in to buy a riding lawnmower, as the brand we wanted said that Kitsap Tractor was an authorized dealer. So we went in and asked their rep about the model we wanted. He instead tried selling us a much more expensive and discontinued model of the same brand. We said that was above our budget and asked if they could order the model we wanted and he said no we could only buy the one they had for sale. He then just walked away from us. I felt like he didn't have any interest in having our business, so we bought the model we wanted from Lowes instead. We tried to give our money to a local, small, hometown business, but they just didn't seem interested at all in a $2,000+ sale.
