I've never left a bad review of any company ever before, but this was a bad enough experience that…read moreI feel compelled to. For those who don't want to read the full review, the summary is: "If you're looking for a place with pleasant customer service and a sane return policy, Pape Ellensburg ISN'T it." I bought a 25" Stihl commercial chainsaw from Pape two days ago to cut wood to heat my house. Today I finally had a chance to use it. It's cold out so I knew I'd have to engage the choke. When I tried to pull the throttle control down to the choke position, I met some resistance and so pressed a little harder. Then I heard a snapping sound, and realized that some cheap plastic part had broken inside. It turns out Stihl chainsaws, unlike others, require you to hold down the trigger in order to set the throttle to choke. They will break at the smallest provocation if you don't do that. My mistake for missing that in the manual, but it's pretty embarrassing for a "commercial-grade" chainsaw to break with such little effort. For some parts the company really should spend the extra $0.50 for metal components instead of plastic. So I bring the chainsaw into Pape to get the part replaced or to return/exchange the chainsaw. Unfortunately the part is out of stock and the wait to get it would be about a week. I need my cut wood now, so this doesn't work for me. So I try to exchange the chainsaw for another one. To my surprise the guy at the Parts counter said he would not exchange it because the problem was caused by "user error", it didn't matter that it was under warranty, it didn't matter that I hadn't pressed hard in order for the cheap plastic to snap. When I protested, he insulted me by saying "if you had used your chainsaw as a hammer and broke it, we wouldn't have given you a replacement, so why would we in this case?" As if breaking a brittle plastic part was as stupid as using a chainsaw as a hammer. Pro tip: don't imply your customer is stupid, especially when the customer's mistake was only possible because you're selling a cheap disposable chainsaw for a commercial grade price. Pape Ellensburg could have just re-sold the chainsaw at a 20% discount "as-good-as-new", losing probably $100 in the process. Instead, Pape has lost a regular customer, who would have been a lifetime customer, along with tens of thousands of dollars of future purchases in the process. Pointlessly stupid from a business perspective. In conclusion: there are a lot of good stores in Ellensburg for your small engine and tractor needs. Try Midstate Co-op, Old Mill, Ellensburg Power Sports, or others. Don't try Pape if you value your time, money, and dignity.

I picked up my riding lawnmower about a month ago. I had them remover the snowblower and reinstall…read morethe mower deck. When I picked it up and got home, I noticed that the mower deck wasn't level and when I tried to start it, the blades caught in something and the motor killed. I tried 3 times to start it and decided to take it back. While loading it on the trailer a vinyl strip fell out from under the mower deck. I later learned it had to do with mulching the grass. I tried to start it again and it worked. I only cut the grass with it so I called them up and said I would try and work with it. I didn't want to make a big deal out of it. It got to the point a few weeks later where I needed the mower deck level because it would crash into the sidewalk. So I called them up, they came out to get the mower and fix it. Well a few days later they call and said it was ready to pick up and I could pay the delivery charge or pick it up myself. I picked it up. When I got there and was inquiring about the charges that should have been covered under warranty , they said the mower deck was level. I told the in was not level when they picked it up. The first problem; they took it to the guy who said it was level when it was first picked up. It was apparent that he fixed it and said everything was fine on the mower deck. He lied Second they called and said I had a slow leak in one of the tires and asked if I wanted it slimmed. I said sure , thinking it would run about $35.00. The charged $90.00 to fix the tire. At most they had $10.00 of slim and that means thy charged $80.00 in labor. I have done this myself and it takes about 15 minutes They lied about the mower deck but after talking with them they removed the charge for fixing the mower deck that wasn't installed right. I don't understand the logic. If it didn't needed to be fixed why did they have a charge for fixing it?. Dishonesties are not good for business. Last year I spent almost $1,000.00 for repair they said I needed on the mower. It ran good when I took it in, but being trusting I said ok. Now I wonder what was really done. Or not. I took it in to be fixed and I got it back broken.