Builders Warehouse Bluff has no service delivery

BUILDERS WAREHOUSE BLUFF TRIES TO MAKE EXTRA MONEY OUT OF CUSTOMERS. I bought a Ryobi Lawnmower on the 11th Of February 2024 at Builders Warehouse Bluff... I was not informed about any instructions to follow ,services or guarantees on the machine who's initial price was R4699.00 but i got it on promotion and only paid R3458.00. The recoil starter snapped on the machine and the machine was taken back to Builders Warehouse on the 2nd of May 2024, they booked the machine in for repairs. On the 8th of May we received a phone call to say Ryobi did a check and there is a list of items that needs to be repaired namely spark plug, the recoil, a new blade and a filter and that this will cost R960.83. They said this amount needs to be paid before any repairs will be done on the machine. My husband who initially dealt with them informed them that there's nothing else wrong with the machine and that only the recoil starter needs to be fixed as he stated on the document he completed when booking the machine in for repairs. They argued and my husband went back to builders and paid the amount they requested and informing them that he still thinks it's unfair as there's nothing else wrong with the machine. They phoned my husband back on the 15th and said he may come and collect the machine, when he got there they handed the machine and they said the job is done, luckily my husband checked and he noticed that the same filter is still in the machine that builder said needed to be replaced and charged my husband for replacing it, so my husband mentioned this to the lady named Barbs at the help desk. They apologised and rebooked the machine back in to complete the repairs they said was needed and that we had to pay for. On the 17th they informed my husband that he can come back and collect the machine, i then opted to go and collect it because i was not happy with the service delivery we received and also that we were charged for something to be done, but they ended up not doing what we were charged for. I went to the store and raised my concerns with Barbs who was not much help and argued the fact that these repairs does not fall under the warranty and that the machine was in a used condition, i tried to explain to Barbs the difference between a warranty and a guarantee, and that extra jobs was done on something that didn't need to be fixed in the first place. I requested to see the manager, named Thomas, who was not helpful at all, and promised to return my call with a solution and I'm disappointed to say i still habe not received a call from him since the 17th of May. Thomas looked at me like i had to come up with a solution. As i haven't heard anything back from Thomas the manager, i went back to builders on the 20th of May, and was informed that Thomas was not on duty but that a new manager with the name Brian will take over, i had to restart the whole process of explaining to the new manager, raise my concerns and request a refund on the amount that was paid, which i still do not think was fair to be charged as the machine was taken in for a recoil Starter that snapped but they found a whole bunch of other ' faults ' while this machine is still within the guarantee. Brian then phoned me back today the 21st of May and informed me that management declined the refund on my amount as the machine has not been serviced since we bought it in February and according to him was supposed to be serviced every month, which i had absolutely no knowledge of, and was not informed about this when purchasing the machine, not even the owners manual stated that a service is required every month. I then informed Brian that i will rather bring the machine back and request a full refund on it as i am not happy with the way this has been dealt with, and because we have been charged for things that was not needed... I requested the old parts to see what the condition was within us having the machine for 2 months but they were not able to provide me with the parts. The recoil starter has been fixed but is very hard to pull when starting and it's not supposed to be like that and my concern is if it snaps again i will have more expenses to pay as Builders just tries to make extra money out of their customers where they can. After paying such a big amount, to having the recoil starter snap within the first 2 months, to having to pay an additional R1000 for something that's still within it's guarantee to being **** to by saying it needs new parts but builders failing to put the new parts in that they charged me for, to causing inconvenience by having us drive up and down behind them because they have no idea what's happening, to being very disappointed with the service we received and being stuck with a machine that is still not working the way it's supposed to... And builders just pulls up their shoulders. I even took my slip and showed them how they stated on the back of the slip the following and i quote " our ultimate goal is that you our valued customer are completely satisfied with your purchase from builders. Within 6 months from date of purchase we will gladly repair, replace or refund any materially defective product" Please help me understand how a recoil starter that snapped is not a defective product... Shame on you builders.