Dear Mr***;We are sorry to hear you have experienced a negative experience when placing an online order with us.Review of your case indicates your credit card was reimbursed $for the duplicate charge on 08/25/ We had experienced a system glitch on the day you placed this order
and have been working diligently to provide corrections Our Records also indicate you had returned part below and this credit was applied to your credit card on 08/12/2017 Transaction Reference Number; *** *** *** BLACK (1) $107.79We certainly appreciated your patience with us as we identified the issues at hand, and sincerely apologize for any inconvenience you endured during this process Should you have any further questions, please do not hesitate to contact us again.Sincerely,Troy-*** Administrator
Contact Name and Title: Mary AA*** Administra
Contact Phone: ***
Contact Email: ***
Revdex.com Case # ***
Our company does regret and apologize for the inconvenience the customer has experienced with this matter
We provide manufacturer's warranty to cover
a part or workmanship which is found to be defective once the unit leaves the factoryA copy of the customer's warranty statement for this mower is attached to this responseTo provide this warranty coverage, the unit must be inspected by an authorized service centerWe can arrange the pickup and delivery of this unit, along with the inspection at no charge to themFurther warranty consideration will then depend on the results of the inspection and verification that the failure of the unit is due to a manufacturing defectThe customer can contact a Troy-Bilt authorized service center to arrange this at their convenienceWhen contacting them, if they give the technician at the service center the reference number given below, we will authorize the pickup and delivery (not normally covered under warranty) along with the required inspection at no charge to the customerA list of Troy-Bilt authorized service centers in the customer's zip code area is attached
Troy-Bilt does stand behind our products, and does its best to support the owners of our units and address any failures they may encounter for the entire length of ownershipAs the manufacturer of this equipment, we can work directly this customer to achieve returning their unit to service and working correctlyThis assistance will not require communication with the retail store of purchase
Thank you
Mr***: Please see the attached information regarding the warranty and operations instructions from the owner’s manual for your Zero Turn mower purchased in November of 2016. The mechanic from the dealership that sold the unit to you came out to your home three times. The owner of the dealership accompanied him on two of the three visits. On both occasions when the dealership owner accompanied the mechanic, they witnessed you attempting to start the mower without following the proper procedure. Both times, instruction was provided to you and they verified that you could start the engine properly before they left your propertyWhen a seat failure was reported to the dealership, they replaced the seat which was paid under the manufacturer’s warranty. The seat on this unit is considered a wear part covered under warranty for days from the date of purchase. The seat was replaced under warranty on March 1, 2017, as a customer courtesy, almost four months from the date of purchase. The dealership also supplied a means to attempt to reduce the rattle that you were concerned aboutYour complaint of the carburetor leaking gas was determined to be due to parts within the carburetor being varnished and seized because the fuel in the unit did not contain stabilizer. The dealership replaced parts within the carburetor and cleaned it, at no cost to you. When you reported that the battery could not be charged, the dealership came to your home and replaced it. The premature failing of this battery could be attributed to the incorrect repeated starting attempts as well as the fuel issue with the carburetor, but the dealership once again accommodated your issue. If you will review the attached warranty statement, this warranty covers manufacturing defects, according to the guidelines stated within that warranty. Transportation charges and service calls are not covered under this warranty. Failures which occur due to causes other than manufacturing defects are not normally covered under the warranty or as a customer courtesyOur company, and the dealers who service and sell the products we manufacture do our best to accommodate our customers throughout the entire length of ownershipWhen you contacted our company directly, you were advised to contact the service center regarding your concerns because it is required under the warranty, that the unit be inspected by a Cub Cadet trained and authorized service dealer. This service center has provided accommodation above and beyond the warranty, on numerous occasions in the four months you have owned this unit. In the future, if you wish to contact an alternative service center with any concerns, please feel free to search for those in your zip code area on line at www.cubcadet.com or by calling our Customer Support Center at 1-877-282-Please accept our apology for any inconvenience, but we are unable to provide an exchange or refund for this unit which you have owned since November 4, Sincerely, Cub Cadet Warranty Administrator
The consumer was contacted directly with the below. He was provided with our online, return policies, which I have attached, A copy of his owners Manual, A copy of his complaint filed with the Cleveland Division. We also sent copies of all of this to the Cleveland Division
and Akron Division - please let us know if there is anything else you are looking for? Below is what was communicated to the consumer via his email on file. September 1, MrArtan *** *** *** *** ** ** Naples, FL Revdex.com Complaint: *** Model *** *** Dear Mr***; We have reviewed your recent complaint filed with Troy-Bilt with regards to your online wholegoods purchase of a riding lawnmower Our records indicate that the unit purchased had been filled with oil and gas according to our online Equipment Return guidelines is considered “Used” and is therefore non-returnable. We have attached a copy of that statement Our records also indicate, that you have requested a refund, and or an equipment change to reflect a Briggs and Stratton engine Unless a true manufacturing defect has been identified, we are unable to make any negotiation settlement Please refer to the warranty in your owner’s guide, of which we have included a copy. Please have your unit taken to one of the unit authorized repair centers supplied for an evaluation JT L JT LAWN EQUIPMENT 40TH TERRACE SOUTHWEST NAPLES, FL (239) 348-CAP CAPRI EQUIPMENT CENTER TAMIAMI TRAIL EAST NAPLES, FL (239) 775- 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-Bilt Administrator
From: Manasota Matters Inc Date: Tue, Nov 14, at 6:PM Subject: Closed Revdex.com Complaint To: I am emailing in regards to Complaint ***. I do not understand how the Revdex.com just closed my complaint stating that the business made a good faith effort to solve my complaint. MTD refused to honor my warranty claim and refused to provide any picture or written documentation as to why they were denying my warranty claimFurthermore as of November 13, the associate from MTD specifically told me they would reimburse the cost of the fee from the first service center so that we can take the unit to a second service center for warranty repair. We have had no contact with MTD since that last conversationI informed MTD that the first MTD authorized service center (Gravely of Bradenton) was committing fraud, trying to pass off an old rusty blade for my lawnmower blade. For two weeks I requested pictures from both the service center and MTD documenting the alleged damage and was given no response. When we went to pick the item up from the service center, the service center tried to provide me with a rusty old damaged lawnmower blade, stating that was the blade I provided. My lawnmower is only months old and the blade they returned to me was obviously more than months old. I informed both the service center and MTD that I had pictures of the blade from before I turned the mower in for repair and it clearly showed there was no damage to the bladeI did not say MTD was committing fraud, I said their authorized dealer was. I demanded that MTD provide me any and all documentation regarding my warranty claim. I told MTD that their reluctance to provide me with any documentation regarding my warranty claim led me to believe that they might be aware of what the service center was doing. I feel MTD made no attempt whatsoever to solve my complaint, let alone a good faith effort. A good faith effort from MTD would be if they actually provided me the documentation they used to determine my warranty claim and if they followed their warranty procedure which is that a consumer is permitted to get a second opinion from a second authorized dealer. Just yesterday MTD stated that I can provide a second opinion and knew that I was bringing it to another local authorized repair shop. Breaking their warranty process is NOT a good faith effort. It is very disappointing that MTD is refusing to follow procedure and is forcing me to file proceedings in small claims courtHow can Revdex.com consider it a good faith effort that a large company is trying to bulldose a disabled consumer with legal proceedings that will cost a lot of time and money
Our company supplies a manufacturer's limited warranty for any manufacturing defects which develop once a unit has left the manufacturing facilityThis customer's Troy-Bilt riding mower left the production factory on May 6, (per the unit serial number of ***) and has been out of our
hands for over three yearsThe warranty statement for this mower is attached
This customer contacted Troy-Bilt on July 13, questioning if we could provide him with his date of purchaseHis mower did not have any prior repairs under warranty and was never registeredWe had no date of purchase on record for him and could not supply that information
Our warranties are based on the owner providing a copy of their proof of purchaseThis documentation qualifies the customer's right to warranty considerationThe warranty is time-oriented and a proof of purchase proves that the owner is the original purchaser
The current trouble the customer is having regards a failure of engine partsThe engine on his mower is manufactured, supported and warrantied by the Kohler Engine companyContact information for that company is:
Kohler Power Systems
NCth LS
Kohler, WI
Their customer support center can be reached by phone at
544-or on line at http://www.kohlerengines.com
Finally, for warranty consideration, a customer's unit must be inspected and diagnosed by a Troy-Bilt authorized service centerThe repair center where the unit is now located in Benton Harbor Michigan has not been a Troy-Bilt authorized repair center since April 2,
Our company does stand by our products and the customers who purchase themWe do our best to support them not only throughout the warranty period but throughout the entire time of ownershipTo be able to do this, there are certain guidelines that must be followed
Dear Mr***; We are sorry to hear you have not had a positive experience with your online Lowes purchase of our Troy-Bilt Riding Lawnmower. In viewing the recorded conversations with our company we found that while we were provided a diagnosis from an
authorized service center in your area, they were unable to find any aboperation issues with your unit We also provided a reimbursement check in the amount of $for your initial review of the unit that mailed from our Banking Institution on 06/22/for that service fee charged It has been made clear you are looking for reimbursement of your unit and therefore we will be mailing a check in the amount of $to *** *** *** *** *** *** *** *** ** *** The check does not include the shipping you incurred at the time of placing your order with Lowes On Line and will not cover the pick up of the unit in exchange for the check. The delivery of the unit will be your responsibility Please be advised that *** *** *** ** will contact you directly once the check is in their posession for the exchange 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-Bilt Administrator
Dear Mr***: We are sorry you were not satisfied with your recent transaction with us. Our records indicate your shipment was placed for the part listed below under order ***. The ordered delivered on 09/25/for which shipping was waived and a $discount was
supplied towards the order*** *** *** Our records indicate several disheartening conversations where our agents tried on several occasions to assist you. A electronic label was sent to your email address ***on 09/24/and 10/11/and UPS advised of no failure to deliver via email. A third attempt to provide you with a label has been made yesterday where a label has been physically mailed to your address on file. Once the part is returned and passes inspection we will then move forward with your reimbursement. Sincerely, MTD Administrator
Dear Mr***: Dear Mr*** I am contacting you from the MTD Products Corporate Customer Support Center regarding complaint #*** you filed with the Revdex.com. Please accept our apology for the inconvenience of the engine not starting on your
walk-behind mower purchased from The Home Depot in June of For your reference, attached is a copy of the manufacturer’s limited warranty for our walk behind mowersI was unable to find the previous contact with our company where you were advised that the failure on the mower would not be warranty coverage. We will be happy to address this issue for youSome background information is requiredWe will need your eleven character unit factory model and serial numberAttached to this reply is a sheet which will help identify the numbers needed and where to find them. Please also supply a copy of your original proof of purchaseI appreciate your time and effort If you have any questions please call our customer support center at 1-800-269-Please note the Reference Number of this inquiry, ***, when communicating with our company regarding this matter. Thank you, MTD Products IncWarranty Administration
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.I am going to be on vacation for a week, so I will take care of this issue when I get back into town Thank you for your assistance
Dear Mr***: Please refer to your owners manual regarding any other issues you have concerns with regards to the unitYour unit comes with a year warranty commencing on the date of original purchase and will, at its option, repair or replace, free of charge, any part found to be defective in materials or workmanshipWe have listed below the authorized service centers in your area. BUILDERS RENT-*** *** *** *** *** ***Call: *** *** RONALD DICKINSON MOWER MEDIC*** *** *** ***
*** *** ***Call: *** *** PAULLS ALL RIGHT SALES & SERVI*** *** *** **
*** *** *** *** *** *** Sincerely, Troy-*** Admiistrator
Initial Business Response /* (1000, 5, 2015/07/31) */
Dear Mrs***;
Please be advised we have received and responded to your correspondence received here at Troy-Bilt and have attached a copy of our response mailed to you on 06/24/
After reviewing the above complaint along with the
invoices for repair and feedback from the servicing dealer; we feel that our initial response is in line with our stance regarding these types of failure
We hope that the information supplied on how to avoid fuel related and carburetor issues is helpful in the future in any product you have purchased
The engine is manufactured and contains a separate warranty by Briggs & Stratton as outlined in our warranty
Again, we are sorry for your experience and wish you well with your new Craftsman Purchase
Sincerely,
Troy-Bilt Administrator
I am rejecting this response because:I would have to pay out of pocket for thisI have replaced the broken belt alreadyI would like the company to at least send me a better or same grass defector that goes on the deck at least because this one has rips in it already and there is no need to come out of pocket more for something like this that is so simple to fix
Dear Mr***; Please be advised we have closed our files with regards to your complaint. Your son's conversations with our technicians over the course of your damages under the name of Nick *** has been informed that we have provided a courtesy reimbursement in the amount of $representing diagnostic fee to recover your unit from the service center. This check will mail from our banking institution out of Cincinnati OH tomorrow. This check has been issued under your name based on Proof Of Purchase and ownership.MTD will not supply any further information or feedback moving forward. Your son has indicated he will pursue this thru legal avenues and has indicated that Fraud has occurred. In this instance, this now becomes a legal situation which we can no longer engage with.Please understand that the service centers are not a direct entity of MTD Products Manufacturing. Sincerely, MTD Products Inc
Good Afternoon Mr***: Thank you for choosing Cub Cadet for your outdoor power needsI apologize for the delay in responding to complaint number you filed with the Revdex.com. Since I received this notification I have been working with our Technical and
Training/Education departments here at the Corporate Office with obtaining an edger like yours so we could provide the more detailed pictures and information you requested. Since that is delaying actually solving your problem with installing a new belt, I also wanted to provide another option to you. In the mean time if it is possible to provide you with a link to a video or detailed photos, I will do so as soon as possible We do have a Cub Cadet authorized service center located in Orange Park. I have talked with them regarding this and authorized them to install the belt for you under warranty. Also if you have any problem with getting the unit into their shop, though not normally covered under the warranty, they will provide pickup and delivery service at no charge to you. Upon your acceptance of this offer, I will provide them with your phone number to arrange this at a mutually convenient time Our corporate Customer Support center can be reached at 1-877-428-2349. Please provide the reference number *** when communicating with us regarding this eventPlease accept our apology for the inconvenience and frustration you have endured due to this experience Cub Cadet Corporate Office Customer Services
Dear Mr***; We are sorry you have experienced difficulties with your Cub Cadet riding lawnmower. We see that you have chatted with our agents on 08/15/regarding your issues. Please refer to the Manufacturers Warranty within your owners
manual. The unit in question will need to be taken to a local servicing dealer to review and repair if necessary under the Warranty Guidlines. While we do not offer pick up and delivery, there are instances where the retailer from whom you purchased your unit, offers additional coverage that includes this fee. We have included a list of authorized service centers in your area with their contact information below. Our Reference number on your file is ***. MIKE'S FSHOP OLIVER SPRINGS HIGHWAY
CLINTON, TN (865) 435-1510 FRANKS FIXIT SHOP GALLAHER ROAD
KINGSTON, TN (865) 376-9299 11.7 QUALITY LAWN SALES & SERVICE INDIAN MOUND CIRCLE
JACKSBORO, TN (423) 562-0200 Sincerely, Cub Cadet Warranty Administrator
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11794938, and find that this resolution is satisfactory to me.Bill J, he has been very helpful.I am hoping to receive the parts ASAP.I also a TroyBilt Blower, Mower and none are working.You need to understand I am a working man - every two years I can spent $700-$to buy equipment because the quality of your equipment are not good.I will accept this response based on the promise I will receive the parts.Please also help with my blower too.It is the onus of the company to provide quality products to consumers.I am hoping I receive the parts soon
Dear Mr***; We are sorry you have not found satisfaction with regards to your purchase placed online on 09/13/of Model *** Troy-*** Self Propelled lawnmower. Review of our records indicate your unit delivered on 09/19/and we were contacted on 09/20/2017.
Once the required information was received, a order was placed by our agent on 10/02/and several parts consisting of a hub cap, *** *** and *** *** were sent out at No Charge. These items delivered on 10/11/2017.Please refer to your owners manual regarding any other issues you have concerns with regards to the unit. Your unit comes with a year warranty commencing on the date of original purchase and will, at its option, repair or replace, free of charge, any part found to be defective in materials or workmanship. We have listed below the authorized service centers in your area.BUILDERS RENT-ALL** *** *** ***
*** ***10.3RONALD DICKINSON MOWER MEDIC *** *** *** ***
*** *** ***11.7PAULLS ALL RIGHT SALES & SERVI*** *** *** **
*** *** *** ***12.5 Sincerely,Troy-*** Administrator Case: *** Attachment: Owners Manual
I am rejecting this response because: this company has zero customer service skills. They say they tried to address my issue vie facbeook. Why not try to address the issue during the two telephone calls that I had with them before Facebook?Further, as others have noted on their community Facebook page- Troy B[redacted] quickly removes any negative postings about their products. In fact not only did they remove my posting, they blocked me from their Facebook page, yet they tell you that they tried to resolve my issue via Facebook.Based on my call with one of their reps this morning, the only reason the key was sent out was because I complained to the Revdex.com (Kudos Revdex.com!). Yet last week when I wanted a key overnighted, it was not possible. Complain to the Revdex.com and it suddenly becomes possible.Lastly- this company is so screwed up, yet a different rep called me this afternoon. Completely unaware that they shipped me a key for deliver this morning, Troy B[redacted] now wants to send someone to my house to pick up the unit. It was obvious that Dan, the team lead, did not know what was going on. Based on my suggestion, he took 15 minutes to read all of the notes and than called me back.Dan himself said he would not have handled this issue the way it had been handled. Based on my experiences, he said if he was me, he would not do business with Troy B[redacted] (and since Ohio is single consent state, I have all this recorded). I have spent considerable amount of time of this issue and Troy B[redacted] has multiple people dealing with the issue and they are not talking to each other!
Our company has been working directly with this customer. Unfortunately, due to some unforeseen absences, holiday closures and end of year accounting processes, the process of this customer receiving the reimbursement check has been delayed. The actual checks are processed and released off site from...
our location. As recent as today, We have contacted the customer to find out if she had received the check, and have not received a response. Her last contact with our company was December 22. Our accounting department next releases payments on January 6, 2017. If as of today, the customer has not received the check, it will release on that day. I will request that it be sent next day air through UPS if possible. The US Postal Service has had extreme difficulty in delivering to this address for unexplainable reasons. I will continue to work diligently to get the customer's check delivered as soon as possible with whatever means are in my control. We deeply regret the frustration and inconvenience the customer has endured due to this experience. MTD Products Corporate Customer Services.
Dear Mr***;We are sorry to hear you have experienced a negative experience when placing an online order with us.Review of your case indicates your credit card was reimbursed $for the duplicate charge on 08/25/ We had experienced a system glitch on the day you placed this order
and have been working diligently to provide corrections Our Records also indicate you had returned part below and this credit was applied to your credit card on 08/12/2017 Transaction Reference Number; *** *** *** BLACK (1) $107.79We certainly appreciated your patience with us as we identified the issues at hand, and sincerely apologize for any inconvenience you endured during this process Should you have any further questions, please do not hesitate to contact us again.Sincerely,Troy-*** Administrator
Contact Name and Title: Mary AA*** Administra
Contact Phone: ***
Contact Email: ***
Revdex.com Case # ***
Our company does regret and apologize for the inconvenience the customer has experienced with this matter
We provide manufacturer's warranty to cover
a part or workmanship which is found to be defective once the unit leaves the factoryA copy of the customer's warranty statement for this mower is attached to this responseTo provide this warranty coverage, the unit must be inspected by an authorized service centerWe can arrange the pickup and delivery of this unit, along with the inspection at no charge to themFurther warranty consideration will then depend on the results of the inspection and verification that the failure of the unit is due to a manufacturing defectThe customer can contact a Troy-Bilt authorized service center to arrange this at their convenienceWhen contacting them, if they give the technician at the service center the reference number given below, we will authorize the pickup and delivery (not normally covered under warranty) along with the required inspection at no charge to the customerA list of Troy-Bilt authorized service centers in the customer's zip code area is attached
Troy-Bilt does stand behind our products, and does its best to support the owners of our units and address any failures they may encounter for the entire length of ownershipAs the manufacturer of this equipment, we can work directly this customer to achieve returning their unit to service and working correctlyThis assistance will not require communication with the retail store of purchase
Thank you
Mr***: Please see the attached information regarding the warranty and operations instructions from the owner’s manual for your Zero Turn mower purchased in November of 2016. The mechanic from the dealership that sold the unit to you came out to your home three times. The owner of the dealership accompanied him on two of the three visits. On both occasions when the dealership owner accompanied the mechanic, they witnessed you attempting to start the mower without following the proper procedure. Both times, instruction was provided to you and they verified that you could start the engine properly before they left your propertyWhen a seat failure was reported to the dealership, they replaced the seat which was paid under the manufacturer’s warranty. The seat on this unit is considered a wear part covered under warranty for days from the date of purchase. The seat was replaced under warranty on March 1, 2017, as a customer courtesy, almost four months from the date of purchase. The dealership also supplied a means to attempt to reduce the rattle that you were concerned aboutYour complaint of the carburetor leaking gas was determined to be due to parts within the carburetor being varnished and seized because the fuel in the unit did not contain stabilizer. The dealership replaced parts within the carburetor and cleaned it, at no cost to you. When you reported that the battery could not be charged, the dealership came to your home and replaced it. The premature failing of this battery could be attributed to the incorrect repeated starting attempts as well as the fuel issue with the carburetor, but the dealership once again accommodated your issue. If you will review the attached warranty statement, this warranty covers manufacturing defects, according to the guidelines stated within that warranty. Transportation charges and service calls are not covered under this warranty. Failures which occur due to causes other than manufacturing defects are not normally covered under the warranty or as a customer courtesyOur company, and the dealers who service and sell the products we manufacture do our best to accommodate our customers throughout the entire length of ownershipWhen you contacted our company directly, you were advised to contact the service center regarding your concerns because it is required under the warranty, that the unit be inspected by a Cub Cadet trained and authorized service dealer. This service center has provided accommodation above and beyond the warranty, on numerous occasions in the four months you have owned this unit. In the future, if you wish to contact an alternative service center with any concerns, please feel free to search for those in your zip code area on line at www.cubcadet.com or by calling our Customer Support Center at 1-877-282-Please accept our apology for any inconvenience, but we are unable to provide an exchange or refund for this unit which you have owned since November 4, Sincerely, Cub Cadet Warranty Administrator
The consumer was contacted directly with the below. He was provided with our online, return policies, which I have attached, A copy of his owners Manual, A copy of his complaint filed with the Cleveland Division. We also sent copies of all of this to the Cleveland Division
and Akron Division - please let us know if there is anything else you are looking for? Below is what was communicated to the consumer via his email on file. September 1, MrArtan *** *** *** *** ** ** Naples, FL Revdex.com Complaint: *** Model *** *** Dear Mr***; We have reviewed your recent complaint filed with Troy-Bilt with regards to your online wholegoods purchase of a riding lawnmower Our records indicate that the unit purchased had been filled with oil and gas according to our online Equipment Return guidelines is considered “Used” and is therefore non-returnable. We have attached a copy of that statement Our records also indicate, that you have requested a refund, and or an equipment change to reflect a Briggs and Stratton engine Unless a true manufacturing defect has been identified, we are unable to make any negotiation settlement Please refer to the warranty in your owner’s guide, of which we have included a copy. Please have your unit taken to one of the unit authorized repair centers supplied for an evaluation JT L JT LAWN EQUIPMENT 40TH TERRACE SOUTHWEST NAPLES, FL (239) 348-CAP CAPRI EQUIPMENT CENTER TAMIAMI TRAIL EAST NAPLES, FL (239) 775- 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-Bilt Administrator
From: Manasota Matters Inc Date: Tue, Nov 14, at 6:PM Subject: Closed Revdex.com Complaint To: I am emailing in regards to Complaint ***. I do not understand how the Revdex.com just closed my complaint stating that the business made a good faith effort to solve my complaint. MTD refused to honor my warranty claim and refused to provide any picture or written documentation as to why they were denying my warranty claimFurthermore as of November 13, the associate from MTD specifically told me they would reimburse the cost of the fee from the first service center so that we can take the unit to a second service center for warranty repair. We have had no contact with MTD since that last conversationI informed MTD that the first MTD authorized service center (Gravely of Bradenton) was committing fraud, trying to pass off an old rusty blade for my lawnmower blade. For two weeks I requested pictures from both the service center and MTD documenting the alleged damage and was given no response. When we went to pick the item up from the service center, the service center tried to provide me with a rusty old damaged lawnmower blade, stating that was the blade I provided. My lawnmower is only months old and the blade they returned to me was obviously more than months old. I informed both the service center and MTD that I had pictures of the blade from before I turned the mower in for repair and it clearly showed there was no damage to the bladeI did not say MTD was committing fraud, I said their authorized dealer was. I demanded that MTD provide me any and all documentation regarding my warranty claim. I told MTD that their reluctance to provide me with any documentation regarding my warranty claim led me to believe that they might be aware of what the service center was doing. I feel MTD made no attempt whatsoever to solve my complaint, let alone a good faith effort. A good faith effort from MTD would be if they actually provided me the documentation they used to determine my warranty claim and if they followed their warranty procedure which is that a consumer is permitted to get a second opinion from a second authorized dealer. Just yesterday MTD stated that I can provide a second opinion and knew that I was bringing it to another local authorized repair shop. Breaking their warranty process is NOT a good faith effort. It is very disappointing that MTD is refusing to follow procedure and is forcing me to file proceedings in small claims courtHow can Revdex.com consider it a good faith effort that a large company is trying to bulldose a disabled consumer with legal proceedings that will cost a lot of time and money
Our company supplies a manufacturer's limited warranty for any manufacturing defects which develop once a unit has left the manufacturing facilityThis customer's Troy-Bilt riding mower left the production factory on May 6, (per the unit serial number of ***) and has been out of our
hands for over three yearsThe warranty statement for this mower is attached
This customer contacted Troy-Bilt on July 13, questioning if we could provide him with his date of purchaseHis mower did not have any prior repairs under warranty and was never registeredWe had no date of purchase on record for him and could not supply that information
Our warranties are based on the owner providing a copy of their proof of purchaseThis documentation qualifies the customer's right to warranty considerationThe warranty is time-oriented and a proof of purchase proves that the owner is the original purchaser
The current trouble the customer is having regards a failure of engine partsThe engine on his mower is manufactured, supported and warrantied by the Kohler Engine companyContact information for that company is:
Kohler Power Systems
NCth LS
Kohler, WI
Their customer support center can be reached by phone at
544-or on line at http://www.kohlerengines.com
Finally, for warranty consideration, a customer's unit must be inspected and diagnosed by a Troy-Bilt authorized service centerThe repair center where the unit is now located in Benton Harbor Michigan has not been a Troy-Bilt authorized repair center since April 2,
Our company does stand by our products and the customers who purchase themWe do our best to support them not only throughout the warranty period but throughout the entire time of ownershipTo be able to do this, there are certain guidelines that must be followed
Dear Mr***; We are sorry to hear you have not had a positive experience with your online Lowes purchase of our Troy-Bilt Riding Lawnmower. In viewing the recorded conversations with our company we found that while we were provided a diagnosis from an
authorized service center in your area, they were unable to find any aboperation issues with your unit We also provided a reimbursement check in the amount of $for your initial review of the unit that mailed from our Banking Institution on 06/22/for that service fee charged It has been made clear you are looking for reimbursement of your unit and therefore we will be mailing a check in the amount of $to *** *** *** *** *** *** *** *** ** *** The check does not include the shipping you incurred at the time of placing your order with Lowes On Line and will not cover the pick up of the unit in exchange for the check. The delivery of the unit will be your responsibility Please be advised that *** *** *** ** will contact you directly once the check is in their posession for the exchange 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-Bilt Administrator
Dear Mr***: We are sorry you were not satisfied with your recent transaction with us. Our records indicate your shipment was placed for the part listed below under order ***. The ordered delivered on 09/25/for which shipping was waived and a $discount was
supplied towards the order*** *** *** Our records indicate several disheartening conversations where our agents tried on several occasions to assist you. A electronic label was sent to your email address ***on 09/24/and 10/11/and UPS advised of no failure to deliver via email. A third attempt to provide you with a label has been made yesterday where a label has been physically mailed to your address on file. Once the part is returned and passes inspection we will then move forward with your reimbursement. Sincerely, MTD Administrator
Dear Mr***: Dear Mr*** I am contacting you from the MTD Products Corporate Customer Support Center regarding complaint #*** you filed with the Revdex.com. Please accept our apology for the inconvenience of the engine not starting on your
walk-behind mower purchased from The Home Depot in June of For your reference, attached is a copy of the manufacturer’s limited warranty for our walk behind mowersI was unable to find the previous contact with our company where you were advised that the failure on the mower would not be warranty coverage. We will be happy to address this issue for youSome background information is requiredWe will need your eleven character unit factory model and serial numberAttached to this reply is a sheet which will help identify the numbers needed and where to find them. Please also supply a copy of your original proof of purchaseI appreciate your time and effort If you have any questions please call our customer support center at 1-800-269-Please note the Reference Number of this inquiry, ***, when communicating with our company regarding this matter. Thank you, MTD Products IncWarranty Administration
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.I am going to be on vacation for a week, so I will take care of this issue when I get back into town Thank you for your assistance
Dear Mr***: Please refer to your owners manual regarding any other issues you have concerns with regards to the unitYour unit comes with a year warranty commencing on the date of original purchase and will, at its option, repair or replace, free of charge, any part found to be defective in materials or workmanshipWe have listed below the authorized service centers in your area. BUILDERS RENT-*** *** *** *** *** ***Call: *** *** RONALD DICKINSON MOWER MEDIC*** *** *** ***
*** *** ***Call: *** *** PAULLS ALL RIGHT SALES & SERVI*** *** *** **
*** *** *** *** *** *** Sincerely, Troy-*** Admiistrator
Initial Business Response /* (1000, 5, 2015/07/31) */
Dear Mrs***;
Please be advised we have received and responded to your correspondence received here at Troy-Bilt and have attached a copy of our response mailed to you on 06/24/
After reviewing the above complaint along with the
invoices for repair and feedback from the servicing dealer; we feel that our initial response is in line with our stance regarding these types of failure
We hope that the information supplied on how to avoid fuel related and carburetor issues is helpful in the future in any product you have purchased
The engine is manufactured and contains a separate warranty by Briggs & Stratton as outlined in our warranty
Again, we are sorry for your experience and wish you well with your new Craftsman Purchase
Sincerely,
Troy-Bilt Administrator
I am rejecting this response because:I would have to pay out of pocket for thisI have replaced the broken belt alreadyI would like the company to at least send me a better or same grass defector that goes on the deck at least because this one has rips in it already and there is no need to come out of pocket more for something like this that is so simple to fix
Dear Mr***; Please be advised we have closed our files with regards to your complaint. Your son's conversations with our technicians over the course of your damages under the name of Nick *** has been informed that we have provided a courtesy reimbursement in the amount of $representing diagnostic fee to recover your unit from the service center. This check will mail from our banking institution out of Cincinnati OH tomorrow. This check has been issued under your name based on Proof Of Purchase and ownership.MTD will not supply any further information or feedback moving forward. Your son has indicated he will pursue this thru legal avenues and has indicated that Fraud has occurred. In this instance, this now becomes a legal situation which we can no longer engage with.Please understand that the service centers are not a direct entity of MTD Products Manufacturing. Sincerely, MTD Products Inc
Good Afternoon Mr***: Thank you for choosing Cub Cadet for your outdoor power needsI apologize for the delay in responding to complaint number you filed with the Revdex.com. Since I received this notification I have been working with our Technical and
Training/Education departments here at the Corporate Office with obtaining an edger like yours so we could provide the more detailed pictures and information you requested. Since that is delaying actually solving your problem with installing a new belt, I also wanted to provide another option to you. In the mean time if it is possible to provide you with a link to a video or detailed photos, I will do so as soon as possible We do have a Cub Cadet authorized service center located in Orange Park. I have talked with them regarding this and authorized them to install the belt for you under warranty. Also if you have any problem with getting the unit into their shop, though not normally covered under the warranty, they will provide pickup and delivery service at no charge to you. Upon your acceptance of this offer, I will provide them with your phone number to arrange this at a mutually convenient time Our corporate Customer Support center can be reached at 1-877-428-2349. Please provide the reference number *** when communicating with us regarding this eventPlease accept our apology for the inconvenience and frustration you have endured due to this experience Cub Cadet Corporate Office Customer Services
Dear Mr***; We are sorry you have experienced difficulties with your Cub Cadet riding lawnmower. We see that you have chatted with our agents on 08/15/regarding your issues. Please refer to the Manufacturers Warranty within your owners
manual. The unit in question will need to be taken to a local servicing dealer to review and repair if necessary under the Warranty Guidlines. While we do not offer pick up and delivery, there are instances where the retailer from whom you purchased your unit, offers additional coverage that includes this fee. We have included a list of authorized service centers in your area with their contact information below. Our Reference number on your file is ***. MIKE'S FSHOP OLIVER SPRINGS HIGHWAY
CLINTON, TN (865) 435-1510 FRANKS FIXIT SHOP GALLAHER ROAD
KINGSTON, TN (865) 376-9299 11.7 QUALITY LAWN SALES & SERVICE INDIAN MOUND CIRCLE
JACKSBORO, TN (423) 562-0200 Sincerely, Cub Cadet Warranty Administrator
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11794938, and find that this resolution is satisfactory to me.Bill J, he has been very helpful.I am hoping to receive the parts ASAP.I also a TroyBilt Blower, Mower and none are working.You need to understand I am a working man - every two years I can spent $700-$to buy equipment because the quality of your equipment are not good.I will accept this response based on the promise I will receive the parts.Please also help with my blower too.It is the onus of the company to provide quality products to consumers.I am hoping I receive the parts soon
Dear Mr***; We are sorry you have not found satisfaction with regards to your purchase placed online on 09/13/of Model *** Troy-*** Self Propelled lawnmower. Review of our records indicate your unit delivered on 09/19/and we were contacted on 09/20/2017.
Once the required information was received, a order was placed by our agent on 10/02/and several parts consisting of a hub cap, *** *** and *** *** were sent out at No Charge. These items delivered on 10/11/2017.Please refer to your owners manual regarding any other issues you have concerns with regards to the unit. Your unit comes with a year warranty commencing on the date of original purchase and will, at its option, repair or replace, free of charge, any part found to be defective in materials or workmanship. We have listed below the authorized service centers in your area.BUILDERS RENT-ALL** *** *** ***
*** ***10.3RONALD DICKINSON MOWER MEDIC *** *** *** ***
*** *** ***11.7PAULLS ALL RIGHT SALES & SERVI*** *** *** **
*** *** *** ***12.5 Sincerely,Troy-*** Administrator Case: *** Attachment: Owners Manual
I am rejecting this response because: this company has zero customer service skills. They say they tried to address my issue vie facbeook. Why not try to address the issue during the two telephone calls that I had with them before Facebook?Further, as others have noted on their community Facebook page- Troy B[redacted] quickly removes any negative postings about their products. In fact not only did they remove my posting, they blocked me from their Facebook page, yet they tell you that they tried to resolve my issue via Facebook.Based on my call with one of their reps this morning, the only reason the key was sent out was because I complained to the Revdex.com (Kudos Revdex.com!). Yet last week when I wanted a key overnighted, it was not possible. Complain to the Revdex.com and it suddenly becomes possible.Lastly- this company is so screwed up, yet a different rep called me this afternoon. Completely unaware that they shipped me a key for deliver this morning, Troy B[redacted] now wants to send someone to my house to pick up the unit. It was obvious that Dan, the team lead, did not know what was going on. Based on my suggestion, he took 15 minutes to read all of the notes and than called me back.Dan himself said he would not have handled this issue the way it had been handled. Based on my experiences, he said if he was me, he would not do business with Troy B[redacted] (and since Ohio is single consent state, I have all this recorded). I have spent considerable amount of time of this issue and Troy B[redacted] has multiple people dealing with the issue and they are not talking to each other!
Our company has been working directly with this customer. Unfortunately, due to some unforeseen absences, holiday closures and end of year accounting processes, the process of this customer receiving the reimbursement check has been delayed. The actual checks are processed and released off site from...
our location. As recent as today, We have contacted the customer to find out if she had received the check, and have not received a response. Her last contact with our company was December 22. Our accounting department next releases payments on January 6, 2017. If as of today, the customer has not received the check, it will release on that day. I will request that it be sent next day air through UPS if possible. The US Postal Service has had extreme difficulty in delivering to this address for unexplainable reasons. I will continue to work diligently to get the customer's check delivered as soon as possible with whatever means are in my control. We deeply regret the frustration and inconvenience the customer has endured due to this experience. MTD Products Corporate Customer Services.