Dear Mr***;
We are sorry you were not happy with the recent decision under the warranty for your *** unit with regards to Carburetor Adjustments
Carburetor are set according to the EPA's standards which are governed outside of the manufacturing control
Adjustment of these controls
is considered to be a direct violation and can carry heavy fines and is standard in the industry
Your warranty is specific to Manufacturing Defects and is covered for two years from the date of purchase
Warranty does not cover wear and tear or maintenance issues
Your conversation with our technician on 05/19/inidcates that he did try to explain what we have outlined above
We really have faith in our product and our consumers out there, and we strive to provide the best customer serviceUnfortunately, it does not always have the outcome our consumers might be looking for as in this instance
Sincerely,
Troy-*** Administrator
Dear Mr***;
We have reviewed your complaint and are sorry to hear that you are not satisfied with our decisionOur *** is offered based on manufacturing defects outlined in your owners manual at the time of purchase
The *** does stipulate that repairs and *** will be
determined during this time by an authorized service center
*** work performed by anyone other than an authorized service center will void your warranty
We have located an authorized service center within a reasonable disttance from your location based on the zip code provided
Please feel free to take your unit to the firm listed below along with a copy of your proof of purchaseAny repairs deemed a manufacturing defect will be covered for parts and labor as outlined
CORNELL SAWS
SOUTH MAIN STREET
ELMIRA, NY
Phone: (607) 733-
Miles
We have attached a copy of the *** and our practices
Sincerely,
Troy-Bilt *** Administrator *** *** ***.pdf)
I am rejecting this response because:
The business has not offered to refund the amount of the tax, which totals $ The consumer is willing to accept a check for $with the additional tax, totaling $3, There was not any shipping charged with original sale
Dear Mr***; We are sorry to hear of your issue with the Transmission Axle on your Cub Cadet. In review of your complaint, and notes captured within our system we have spoken to the repair firm that is currently in posession of your unit.
*** *** * *** has indicated the unit in question has not been repaired to date as the parts are currently on order We have attached a copy of your owners manual. Please refer to the warranty which outlines the unit warranty as years/hours. The additional warranty related to the Frame and Front Axle - Cub Cadet warrants the Frame and Front Cast Iron Pivot Axle against defects in material and workmanship for a periof od five (5) years or hours, which ever occurs first, commencing on the date of original purchase or lease The failure as outlined by the authorized repair center indicates the damage is related to the rear axle on the transmission and is not covered outside the warranty outlined above. Cub Cadet is understanding of your situaion outlined, and are willing to make a courtesy gesture to pick up the labor only with regards to your situation at hand. We will be contacting the servicing dealer with an authorization as outlined above. We Appreciate Your Service To Our Country. Sincerely,Cub Cadet Administrator
I am rejecting this response because:
I don't understand the response. Your website information is incorrect. What does that have to do with manuals? I am not stupid, I have these manuals
Dear Mr***; We are sorry you have experienced issues with the installation of the Mulch Kit. Our records indicate in your conversation with us on 07/13/the technician responded via email with a copy of instructions for installation of the
Mulch Kit for your unit. We have taken the liberty of attaching a copy of that PDF today. If you continue to experience issues, please feel free to contact our Technical Support department at 800-800-for further support. Sincerely,Cub Cadet Administrator
Dear Mr***; We are sorry to hear of your negative experience with Roadway Trucking delivery service. We have documented all conversations, and it appears that our agents tried to provide solutions via facebook on 05/26/that were not accepted. A
key has been sent at No Charge overnight mail today to your address on file. We have also credited your account in the amount of $for the experience you expressed with the delivery service of your unit Our Customer Service Teams strive to find the best possible solution for our customer’s needsWe are most often able to determine a compromise that is both satisfactory for our customers and meets industry standards for acceptable customer service practices or policiesOne approach we utilize is to gather all pertinent information, evaluate the information, and then make a determinationWe understand that extenuating circumstances may occur and we will do our best to determine a fair and just solution for your customer service or product inquiryWe appreciate the opportunity to review our customer’s opinion of this decision and for giving us the opportunity of offering an explanationWe hope that our decision and explanation will be reviewed objectively. Sincerely, Troy-B*** Administrator
Dear Mr***;
We are sorry to hear you were not happy with your recent experience with your product
In order to be of further assistance, we will need a copy of your Proof of Purchase along with the units serial number as we were unable to find any repairs under the name supplied within
the complaint
If you have a copy of your recent evaluation provided by the service center your unit was taken to, please attach a copy of that with the requested information above
Once we have received the requested information, we will be in a better position to respond
Sincerely,
Troy-*** Administrator
Dear Mr***; We are sorry to hear you have experienced and issue with your unit. A review of our files could not find any correspondance with you regarding issues with your unit. If you could please supply your factory model and serial
number on your unit along with a copy of your Proof Of Purchase, we will be in a better position to respond to your inquiry surrounding your unit. We were able to find a order placed by yourself for parts, along with a notations of non-delivery and a reimbursement for those parts returned by the carrier Please refer to your warranty within your owners manual outlining the requirements of coverage. All repairs under warranty must be performed by an authorized service during the warranty period. Sincerely,MTD Administrator
Dear Mr***;
Our records indicated you initiated a Chat session with one of our customer service representatives on 06/02/Our agent informed you at the time of your conversation that this product is not manufactured by MTD and referred you to Briggs & Stratton at
***
The Troy-*** brand pressure washers and generators are currently manufactured by Briggs & Stratton Power ProductsThe Troy-*** brand name is used on these products under a licensing agreement and under that agreement they requested the right to handle all their own service needsBriggs & Stratton Power Products is responsible for all product support, sales and marketing of these unitsFor assistance regarding this matter please contact Briggs & Stratton
We are sorry we could not be of any further assistance
Sincerely
MTD Administrator
Dear Mr***; We apologize foremost that you felt that we were indicating you were not truthful. Our response indicated we were unable to find the transcript based on your email address and even went as far to ask if perhaps you had utilized a different address. I have followed up internally with regards to the website in connection to your model and am told that this will be updated by the end of the day today. When clicking on the Accessories & Attachments Tab, and clicking on the 24" there was not a bagger available for this unit, and we are apologetic that the chat agents you spoke to did not verify further by checking that tab.We are unable to provide a replacement 30" lawnmower and bagger system. We are however willing to provide a 10% discount towards purchase of a replacement unit. Sincerely,MTD Administrator
Dear Mr***; We are sorry to hear you continue to have issues with your Cub Cadet. Our files indicate that several of our associates have gotten involved with the issues outlined in your complaint. The recorded incidents indicate via communication with the
authorized Service Seller and Service center, that issue with the Carburetor would be fuel related and not a manufacturing defect, however it was taken care of by the authorized service center from whom you purchased your unit. We also show a loose tension spring that was addressed as well. However, the battery related failure is a direct result of improper starting issues. The repair firm did go out to your residence, according to our notes and was able to start the unit as outlined within your owners manual starting guide. The agent then had you start the unit and observed you are starting the unit improperly, causing a drain on your battery. These are not manufacturing defects and would not be covered under the warranty, however, the agent did provide all assistance to help. We were unable find supporting evidence that would indicate the unit should be refunded or exchanged. Your unit was purchased at a Independant Dealership, all negotiations of repairs and exchanges are solely in the hands of the seller with regards to your complaints Our Customer Service Teams strive to find the best possible solution for our customer’s needsWe are most often able to determine a compromise that is both satisfactory for our customers and meets industry standards for acceptable customer service practices or policiesOne approach we utilize is to gather all pertinent information, evaluate the information, and then make a determinationWe understand that extenuating circumstances may occur and we do our best to determine a fair and just solution for your customer service or product inquiry We appreciate the opportunity to review our customer’s opinion of this decision and for giving us the opportunity of offering an explanationWe hope that our decision and explanation will be reviewed objectively. Sincerely,Cub Cadet Administrator
Dear Mr***; We are sorry you have experienced issues with your Husky Riding Lawnmower Review of our transcripts, photos and audio recordings indicate that the unit in question was the result of insufficient lubrication on behalf of the end user. This failure was
verified with exchanged photos being supplied by our authorized service center and is not the result of a manufacturing defect Please refer to your owners manual on proper care an maintenance of your tractor. Our Customer Service Teams strive to find the best possible solution for our customer’s needsWe are most often able to determine a compromise that is both satisfactory for our customers and meets industry standards for acceptable customer service practices or policiesOne approach we utilize is to gather all pertinent information, evaluate the information, and then make a determinationWe understand that extenuating circumstances may occur and we will do our best to determine a fair and just solution for your customer service or product inquiryWe appreciate the opportunity to review our customer’s opinion of this decision and for giving us the opportunity of offering an explanation We hope that our decision and explanation will be reviewed objectivelySincerely,MTD Administrator Attachments: Owners Manual & Engine Manual
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a e mail from Troy ***, and they are sending me the replacement part I need--free of charge, they also stated in their reply to me that THEY GUARNTEE ALL THEIR PRODUCT FOR LIFE
Needless to say I am printing and keep all information from you, and your help in this matter I want to THANK YOU for all your help in resolving this situation
Sincerely
*** ***
Consumer calledHe still does not have his mower back from the authorized repair centerHe was hoping to keep the complaint open until he got his machine back from the repair facility
Dear Ms***: We are sorry you did not receive the attention necessary from the manufacturer or your engine Brigg's and Stratton. Our request for receipts for the batteries was made in order that we could provide restitution for your purchases outlined. Our records indicate you are working with our agent for a resolution at this time. Sincerely Troy-*** Administrator
I am rejecting this response because: Rejecting due to incorrect hours, supposed lack of maintenance, and no email to send receipt toAttached are pictures of proof of receipt, Hours, and the actual mowerWhen the mower left me in February it had just hours on itUpon its return it had around hoursWhen it left again for the dealer it had hoursNow your saying it has hours? How is that possibleYes I took a video of the mower before it leftThe mower was maintained and lack of maintenance would not cause an oil leakOil was changed as well as air filter, oil filter, and fuel filterMower was cleaned after every useEven used the deck washing hook up on itAgain I spoke to John at Landmark and he said he never told them I abused the mowerHe was asked how it looked and if it was worth repairingHe told them it was not worth repairing and that it had oil and grass on itI did the right thing and parked it when I noticed the oil leakIt would have been improper for me to run it to clean the deck with an oil leak this severeThis is not a maintenance issue but instead a quality issue of the productI'm requesting a full refundAttached is the receiptI have been lied to by cub cadetEven told by Phil at cub cadet he would fix everything and give $for lawn care while it was in the shopI will never again purchase anything from MTDAn oil leak is not caused by lack of maintenance
I am rejecting this response because:
All history is noted in the original complaintIf MTD Products could just supply the battery replacement and not the complete battery assembly we would be satisfied.*** *** - please note correct spelling of surname - not ***
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Mr***;
We are sorry you were not happy with the recent decision under the warranty for your *** unit with regards to Carburetor Adjustments
Carburetor are set according to the EPA's standards which are governed outside of the manufacturing control
Adjustment of these controls
is considered to be a direct violation and can carry heavy fines and is standard in the industry
Your warranty is specific to Manufacturing Defects and is covered for two years from the date of purchase
Warranty does not cover wear and tear or maintenance issues
Your conversation with our technician on 05/19/inidcates that he did try to explain what we have outlined above
We really have faith in our product and our consumers out there, and we strive to provide the best customer serviceUnfortunately, it does not always have the outcome our consumers might be looking for as in this instance
Sincerely,
Troy-*** Administrator
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Dear Mr***;
We have reviewed your complaint and are sorry to hear that you are not satisfied with our decisionOur *** is offered based on manufacturing defects outlined in your owners manual at the time of purchase
The *** does stipulate that repairs and *** will be
determined during this time by an authorized service center
*** work performed by anyone other than an authorized service center will void your warranty
We have located an authorized service center within a reasonable disttance from your location based on the zip code provided
Please feel free to take your unit to the firm listed below along with a copy of your proof of purchaseAny repairs deemed a manufacturing defect will be covered for parts and labor as outlined
CORNELL SAWS
SOUTH MAIN STREET
ELMIRA, NY
Phone: (607) 733-
Miles
We have attached a copy of the *** and our practices
Sincerely,
Troy-Bilt *** Administrator *** *** ***.pdf)
I am rejecting this response because:
The business has not offered to refund the amount of the tax, which totals $ The consumer is willing to accept a check for $with the additional tax, totaling $3, There was not any shipping charged with original sale
Dear Mr***; We are sorry to hear of your issue with the Transmission Axle on your Cub Cadet. In review of your complaint, and notes captured within our system we have spoken to the repair firm that is currently in posession of your unit.
*** *** * *** has indicated the unit in question has not been repaired to date as the parts are currently on order We have attached a copy of your owners manual. Please refer to the warranty which outlines the unit warranty as years/hours. The additional warranty related to the Frame and Front Axle - Cub Cadet warrants the Frame and Front Cast Iron Pivot Axle against defects in material and workmanship for a periof od five (5) years or hours, which ever occurs first, commencing on the date of original purchase or lease The failure as outlined by the authorized repair center indicates the damage is related to the rear axle on the transmission and is not covered outside the warranty outlined above. Cub Cadet is understanding of your situaion outlined, and are willing to make a courtesy gesture to pick up the labor only with regards to your situation at hand. We will be contacting the servicing dealer with an authorization as outlined above. We Appreciate Your Service To Our Country. Sincerely,Cub Cadet Administrator
I am rejecting this response because:
I don't understand the response. Your website information is incorrect. What does that have to do with manuals? I am not stupid, I have these manuals
Dear Mr***; We are sorry you have experienced issues with the installation of the Mulch Kit. Our records indicate in your conversation with us on 07/13/the technician responded via email with a copy of instructions for installation of the
Mulch Kit for your unit. We have taken the liberty of attaching a copy of that PDF today. If you continue to experience issues, please feel free to contact our Technical Support department at 800-800-for further support. Sincerely,Cub Cadet Administrator
Dear Mr***; We are sorry to hear of your negative experience with Roadway Trucking delivery service. We have documented all conversations, and it appears that our agents tried to provide solutions via facebook on 05/26/that were not accepted. A
key has been sent at No Charge overnight mail today to your address on file. We have also credited your account in the amount of $for the experience you expressed with the delivery service of your unit Our Customer Service Teams strive to find the best possible solution for our customer’s needsWe are most often able to determine a compromise that is both satisfactory for our customers and meets industry standards for acceptable customer service practices or policiesOne approach we utilize is to gather all pertinent information, evaluate the information, and then make a determinationWe understand that extenuating circumstances may occur and we will do our best to determine a fair and just solution for your customer service or product inquiryWe appreciate the opportunity to review our customer’s opinion of this decision and for giving us the opportunity of offering an explanationWe hope that our decision and explanation will be reviewed objectively. Sincerely, Troy-B*** Administrator
Dear Mr***;
We are sorry to hear you were not happy with your recent experience with your product
In order to be of further assistance, we will need a copy of your Proof of Purchase along with the units serial number as we were unable to find any repairs under the name supplied within
the complaint
If you have a copy of your recent evaluation provided by the service center your unit was taken to, please attach a copy of that with the requested information above
Once we have received the requested information, we will be in a better position to respond
Sincerely,
Troy-*** Administrator
Dear Mr***; We are sorry to hear you have experienced and issue with your unit. A review of our files could not find any correspondance with you regarding issues with your unit. If you could please supply your factory model and serial
number on your unit along with a copy of your Proof Of Purchase, we will be in a better position to respond to your inquiry surrounding your unit. We were able to find a order placed by yourself for parts, along with a notations of non-delivery and a reimbursement for those parts returned by the carrier Please refer to your warranty within your owners manual outlining the requirements of coverage. All repairs under warranty must be performed by an authorized service during the warranty period. Sincerely,MTD Administrator
Dear Mr***;
Our records indicated you initiated a Chat session with one of our customer service representatives on 06/02/Our agent informed you at the time of your conversation that this product is not manufactured by MTD and referred you to Briggs & Stratton at
***
The Troy-*** brand pressure washers and generators are currently manufactured by Briggs & Stratton Power ProductsThe Troy-*** brand name is used on these products under a licensing agreement and under that agreement they requested the right to handle all their own service needsBriggs & Stratton Power Products is responsible for all product support, sales and marketing of these unitsFor assistance regarding this matter please contact Briggs & Stratton
We are sorry we could not be of any further assistance
Sincerely
MTD Administrator
Dear Mr***; We apologize foremost that you felt that we were indicating you were not truthful. Our response indicated we were unable to find the transcript based on your email address and even went as far to ask if perhaps you had utilized a different address. I have followed up internally with regards to the website in connection to your model and am told that this will be updated by the end of the day today. When clicking on the Accessories & Attachments Tab, and clicking on the 24" there was not a bagger available for this unit, and we are apologetic that the chat agents you spoke to did not verify further by checking that tab.We are unable to provide a replacement 30" lawnmower and bagger system. We are however willing to provide a 10% discount towards purchase of a replacement unit. Sincerely,MTD Administrator
Dear Mr***; We are sorry to hear you continue to have issues with your Cub Cadet. Our files indicate that several of our associates have gotten involved with the issues outlined in your complaint. The recorded incidents indicate via communication with the
authorized Service Seller and Service center, that issue with the Carburetor would be fuel related and not a manufacturing defect, however it was taken care of by the authorized service center from whom you purchased your unit. We also show a loose tension spring that was addressed as well. However, the battery related failure is a direct result of improper starting issues. The repair firm did go out to your residence, according to our notes and was able to start the unit as outlined within your owners manual starting guide. The agent then had you start the unit and observed you are starting the unit improperly, causing a drain on your battery. These are not manufacturing defects and would not be covered under the warranty, however, the agent did provide all assistance to help. We were unable find supporting evidence that would indicate the unit should be refunded or exchanged. Your unit was purchased at a Independant Dealership, all negotiations of repairs and exchanges are solely in the hands of the seller with regards to your complaints Our Customer Service Teams strive to find the best possible solution for our customer’s needsWe are most often able to determine a compromise that is both satisfactory for our customers and meets industry standards for acceptable customer service practices or policiesOne approach we utilize is to gather all pertinent information, evaluate the information, and then make a determinationWe understand that extenuating circumstances may occur and we do our best to determine a fair and just solution for your customer service or product inquiry We appreciate the opportunity to review our customer’s opinion of this decision and for giving us the opportunity of offering an explanationWe hope that our decision and explanation will be reviewed objectively. Sincerely,Cub Cadet Administrator
Dear Mr***; We are sorry you have experienced issues with your Husky Riding Lawnmower Review of our transcripts, photos and audio recordings indicate that the unit in question was the result of insufficient lubrication on behalf of the end user. This failure was
verified with exchanged photos being supplied by our authorized service center and is not the result of a manufacturing defect Please refer to your owners manual on proper care an maintenance of your tractor. Our Customer Service Teams strive to find the best possible solution for our customer’s needsWe are most often able to determine a compromise that is both satisfactory for our customers and meets industry standards for acceptable customer service practices or policiesOne approach we utilize is to gather all pertinent information, evaluate the information, and then make a determinationWe understand that extenuating circumstances may occur and we will do our best to determine a fair and just solution for your customer service or product inquiryWe appreciate the opportunity to review our customer’s opinion of this decision and for giving us the opportunity of offering an explanation We hope that our decision and explanation will be reviewed objectivelySincerely,MTD Administrator Attachments: Owners Manual & Engine Manual
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a e mail from Troy ***, and they are sending me the replacement part I need--free of charge, they also stated in their reply to me that THEY GUARNTEE ALL THEIR PRODUCT FOR LIFE
Needless to say I am printing and keep all information from you, and your help in this matter I want to THANK YOU for all your help in resolving this situation
Sincerely
*** ***
Consumer calledHe still does not have his mower back from the authorized repair centerHe was hoping to keep the complaint open until he got his machine back from the repair facility
Dear Ms***: We are sorry you did not receive the attention necessary from the manufacturer or your engine Brigg's and Stratton. Our request for receipts for the batteries was made in order that we could provide restitution for your purchases outlined. Our records indicate you are working with our agent for a resolution at this time. Sincerely Troy-*** Administrator
I am rejecting this response because: Rejecting due to incorrect hours, supposed lack of maintenance, and no email to send receipt toAttached are pictures of proof of receipt, Hours, and the actual mowerWhen the mower left me in February it had just hours on itUpon its return it had around hoursWhen it left again for the dealer it had hoursNow your saying it has hours? How is that possibleYes I took a video of the mower before it leftThe mower was maintained and lack of maintenance would not cause an oil leakOil was changed as well as air filter, oil filter, and fuel filterMower was cleaned after every useEven used the deck washing hook up on itAgain I spoke to John at Landmark and he said he never told them I abused the mowerHe was asked how it looked and if it was worth repairingHe told them it was not worth repairing and that it had oil and grass on itI did the right thing and parked it when I noticed the oil leakIt would have been improper for me to run it to clean the deck with an oil leak this severeThis is not a maintenance issue but instead a quality issue of the productI'm requesting a full refundAttached is the receiptI have been lied to by cub cadetEven told by Phil at cub cadet he would fix everything and give $for lawn care while it was in the shopI will never again purchase anything from MTDAn oil leak is not caused by lack of maintenance
I am rejecting this response because:
All history is noted in the original complaintIf MTD Products could just supply the battery replacement and not the complete battery assembly we would be satisfied.*** *** - please note correct spelling of surname - not ***