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MTD Products, Inc.

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Reviews MTD Products, Inc.

MTD Products, Inc. Reviews (99)

(The consumer indicated he/she DID NOT accept the response from the business.)
I am a highly experienced Mechanical Design Engineer who can clearly state that some of the issues with my Trop Built Cultivator are NOT manufacturing issues. They are clearly DESIGN issues that must be corrected. For starters, the plastic air cleaner assembly cover lid is fastened with a substandard screw. Whenever the engine is operating and thereby creating vibration, this flimsy setscrew will unfasten with the result that the plastic cover will open and the contents (including foam air cleaner) will fall out and be damaged/destroyed by the rotating tines. This design flaw should be corrected by TroyBuilt MTD ASAP and a modified assembly should be supplied.
I can go on with other substandard design flaws but at this point I am only interested in having three parts shipped to me so that I may correct the problems with my cultivator asap:
1) A replacement complete Air Cleaner Assembly (hopefully modified to correct the original.
2) A replacement Carburetor Primer Bulb.
3) A rear wheel assembly.
The claim that anyone other then authorized dealers making repairs is NOT completely true. There are other individuals who have requested and have had parts sent to them to repair their machine (as per Lowes TroyBuilt Cultivator Comments Section).
I again request that the requested replacement parts are shipped to me so that I may make the required repairs and put these problems behind me.
Real customer service should involve listening to each and every customer, making appropriate decisions that truly assist the customer, and trying to remedy machine design and manufacturing problems asap and in the best interests of both parties. I am highly competent and wish to resolve my cultivator problems asap and do not wish to continue struggling with a 'problem' machine.

Dear Mr. [redacted];       We are sorry you have experienced an issue with the Carburetor on your Cub Cadet unit.  Your warranty for the engine is held thru Kohler and is a two year warranty.   Based on your purchased date, and your contact with our company on...

10/03/2016, the agent explained this to you.     Our records also indicate based on your failure, that it appears to be a fuel related failure, which is not covered under the warranty.  If you wish to contact Kohler Directly to validify our communication, you can contact Kohler at [redacted].  Kohler will request the engine model and serial number.  We have attached a helpful sheet to help you identify these numbers if necessary. We certainly expect our equipment to operate for a number of years before requiring unusual or expensive maintenance. Our limited warranty is designed to cover any failures resulting from defects in parts and/or workmanship for a period of two (2) years from the date of purchase to the original owner. Please review the warranty statement in the product operator's manual for further details.  We apologize for any inconvenience you have experienced in this matter. Sincerely, Cub Cadet Administrator

Dear Mr. [redacted];   We are sorry you have experienced difficulties with your unit.  Any exchanges would be strictly between the Retailer and yourself.  Please refer to the warranty within the owners manual regarding repairs.  We have listed several authorized service dealers...

below within your area. [redacted] (818) 768-1523 1.5 Miles   [redacted] [redacted] (661) 298-7233 14.2 Miles   [redacted] (323) 755-1493 20.9 Miles  If the failures is found to be that of a manufacturing defect, all parts and labor are covered under the warranty.  Please provide the servicing dealer of your choice with a copy of your Proof Of Purchase when obtaining warranty.Sincerely,Troy-Bilt Administrator

Good Morning [redacted]: Our company apologizes for the great anxiety, frustration and inconvenience you have endured due to this incident with your Troy-Bilt mower and your initial experience when you contacted our company regarding it.   On April 11, 2017 one of our corporate customer...

support agents spoke with you and advised you of handling this in the most appropriate manner.  That agent has also advised our Risk Management team of this event so that it is a matter of record in our system.  Any further information provided by them will be relayed to you.  We cannot change what happened in the past, but I assure you it is documented.  This documented information is reported to and viewed by many divisions of our company including customer service management, product development, quality as well as our senior executive team.   Our customers deserve the best service possible, throughout the entire length of ownership.  We deeply regret that initially you did not have that benefit.  Sincerely, Troy-Bilt Corporate Customer Service Administration

Dear Mr. [redacted];  We are sorry that you experienced some difficulties with our website and our agents during your quest to obtain a bagger for your riding lawnmower.  We strive to capture accurate information on our website, and it is obvious that we may have fell short. ...

   We were unable to find any Website Chat transcripts as stated in your complaint under your email address [redacted].  We can see where able to review the recorded conversation you had with one of the agents.  We were  was also able to find where the agent sent out a Mulch Kit for the experience you encountered at no charge and that Mulch Kit was delivered on Thursday 09/14/2017 at 4:04 PM under our Order number [redacted].  Our records indicate you made an On-Line Purchase of part 783-07208A-0637 Hitch Plate for the fender on 09/10/2017 which was out of stock at the time of your order and appears to be filling in stock shortly.  I do not have an exact date at this time.  It is possible you were not dealing with the factory at the time of your Web Chat's but another outside source unless you were contacting us thru another email address than the one listed above.  We feel that our agent, in light of the findings, went beyond trying to provide good customer support by sending out a Mulch Kit to you at No Charge.  If you can supply us copy of your Web Chat's or have another email address you may have utilized at the time of your inquiry, we will be happy to look into this matter further.Sincerely, MTD Administrator

Dear Mr. [redacted]
We offer our apologies for the oversite of the attached billing supplied.
As a courtesy and as previously offered, Troy-[redacted] has requested a reimbursement in the amount of $70.87, representing 50% of the submitted invoice.
The reimbursement will mail from our banking institution on July 8th due to the holiday.
Sincerely,
Troy-[redacted] Administrator

Dear Mr. [redacted];
MTD Responded to your initial complaint on 02/01/2016 outlining the [redacted] and providing a copy of your warranty. MTD Does not send out parts to consumers within the [redacted] period. Repairs must be performed thru an authorized service center to assure proper installation.
Below is a list of Service Providers in your area. Please be certain to provide your proof of purchase when obtaining [redacted] work. Any repairs that are not the direct result of a manufacturing defect will be your responsibilityl.
We will agree to a Pick Up and Delivery Fee of your unit. Please supply your choice of repair firms with your incident number 160129-000010 and instruct them to contact us for the authorization.
CORNELL SAWS 603 SOUTH MAIN STREET
ELMIRA, NY 14904 (607) 733-5949 8.6 S29309

EAST SMITHFIELD HARDWARE P O BOX 56 MAIN STREET
EAST SMITHFIELD, PA 18817 (570) 596-3463 10.1 S24831

ATHENS AGWAY 100 NORTH MAIN STREET
ATHENS, PA 18810 (570) 888-2344 13.8 1332
Sincerely,
Troy-Bilt [redacted] Administrator

Dear Mr. [redacted];   We are sorry to hear of your unfortunate situation surrounding your [redacted] Walk Behind Lawnmower.  Our records indicate and support that your unit sustained impact causing the damage outlined within your complaint.   Photographs were supplied...

which support impact to your blades as well as the blade housing blade adapter to your unit.   Warranty as outlined is for Manufacturing defects and does not support the failure reported.  Our Customer Service Teams strive to find the best possible solution for our customer’s needs. We 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 policies. One approach we utilize is to gather all pertinent information, evaluate the information, and then make a determination. We 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 inquiry.  We 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 objectively. SincerelyCub Cadet Administrator

Dear Mr. [redacted];      We would like to thank you for your patience while investigating your unit with the information on file.  After a full review of all pertinent information gathered we have been able to suggest the following.   Based on the photo supplied and review of your Model number 17RE9BKR056, we were able to determine that the correct mulch plug is being utilized.  In sharing this information and the photo with our quality department we observed that there is a grass build up on the back side of the deck where the tab slides to the inside.   We encourage you to keep this area free of as much debris as possible to assure a level area of resting.       Please be informed that a second suggestion of correction may be to add a second rubber strap to go around the back side of the deck.  This particular unit was manufactured for two years and there are no engineering changes that have occurred or will occur in the near future.      We have issued a reimbursement check in a good faith gesture that will mail from our banking institution on 10/13/2016 in the amount of $100.00 for your troubles and investment into the mulch plugs outlined in your complaint.  We are sorry we can not provide any additional information at this time than the suggestions we have outlined above, and hope that the above suggestions will aide in some satisfaction to the said problem at hand.      We value our Cub Cadet customers feedback, and appreciate you have allowed us this opportunity to respond to your inquiries. Sincerely, Cub Cadet Administrator

Initial Business Response /* (1000, 5, 2016/04/29) */
Dear Mr. G[redacted];
We have reviewed your complaint and are sorry to hear of your issues with our unit. Our records indicated your wife contacted us on 04/27/2016 at which time she was referred to a local servicing shop...

below:
[redacted]
[redacted]
[redacted]
[redacted]
After contacting the above dealership we were informed by [redacted] that they were too far away.
We have made new arrangements with the firm below to contact you to pick up the unit, make the repairs necessary and return the unit once it has been addressed at no cost to you.
Bob Lowe Inc.
1524 East Choctaw
Chickasha, OK 73018
405-224-6500
Please allow a couple of days for them to contact you as they were just given the work order in the afternoon of Friday, April 29th.
We appreciate your interest in our product, and apologize for your experience with this failure. We hope that you will allow us the opportunity to renew your trust.
Sincerely,
Cub Cadet Administrator

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I thank both Revdex.com and Cub Cadet (MTD Industries) for this resolution, it does seem the sensible way forward.  Once again I obviously wish the incident had never happened, however the solution has been found and I am grateful for that.  Kindest regards, Simon

Dear Mr. [redacted];We appreciate your feedback, to date, we have not had a formal warranty claim filed by the servicing dealers in question. We spoke to the Customer Service Representative and reviewed the recorded conversations in connection to your complaint and determined there was a possibility upon the findings that we would offer an extended warranty period for your inconvenience. This would be based on the findings, and the time reflected while the machine was in the independent shops. This extended warranty period would provide coverage only for the failures associated with a manufacturing defect.Please provide a copy of the paperwork from the servicing center regarding the findings on your machine in order that we can move forward. We have put in a check request in the meantime for the $200.00 inconvenience fee on the lawn mowing. This check will disburse from our banking institution on 08/16/2017.Sincerely,MTD Administrator

Dear Ms. [redacted];
We are sorry to hear you have experienced issues with your [redacted]. MTD does manufacture some units under this product name, however, without a Model and serial number, I am unable to verify if this unit is manufactured by our company.
We assure you that we do not...

charge for technical or customer service advise. You can reach our Customer Service Line at [redacted] 8:00 AM - 5:00 PM Eastern Time. After this time we do route our calls to our central distributor located in Texas. We have assigned Case [redacted] to your concern.
In order to provide some direction, we will need the factory model and serial number of your unit to verify you are trying to reach the correct manufacturer of this product.
Once we have received the information requested, we will be happy to direct you to the closest repair facility in your area to review the unit and determine the cause of failure.
Sincerely,
MTD Administrator

I am rejecting this response because:
I am rejecting this as I feel like you are calling me a liar. I have attached a screen shot of YOUR website which states this lawnmower is Bagger Compatible, this is false advertisement and I have a huge issue with this. I have an even bigger issue knowing I have brought this to the attention of [redacted] and your company via this Revdex.com complaint yet you still have not updated the website. You can see something I ordered but you somehow cannot find a web chat where you provided false information. With that being said, I went back to your site and initiated another chat(3rd time now) and I have included that transcript. You can see they once again told me this is compatible and provided the part number and price. I informed them that the part number they provided is for a 30" mower they  assured me it will work. I even said that I would not buy this riding lawn mower if the bagger didn't work and they said it would. I would like to know how you plan to say this didn't happen again and how you will pass this off as not your problem. I am extremely disappointed with the fact that you feel a $24 part is an acceptable resolution to your company falsely advertising and your agents providing incorrect information to your customers.

Dear Mr. [redacted];       We are sorry you have indicated a bad experience when dealing with our Customer Support team here at Troy-Bilt.   Our Records which are logged and recorded indicated the agents made an attempt to address your issues and have reached...

out to you after your facebook posting as well as left messages for you on 08/27/2016 at 615-477-2024 and another again on 08/27/2016 at 931-551-5692.  To date we have had no response to our calls and attempts to assist.        Based on the information I could gather from your contact, you are requesting an upgrade of equipment.  In order to be of further assistance, we will need additional information surrounding the unit.  Our records indicate several orders placed and one sent out at no charge to you for replacement parts.       We will need a copy of your Proof Of Purchase. as the unit was purchased thru a mass retailer store.  Weare unable to provide a upgrade directly from the manufacturer unless the unit was purchased via our online store.  Once we have received additional information required to assist we will be in a better position to move forward with a possible solution. Sincerely, Cub Cadet Administrator

I am rejecting this response because:
I've been messed around since June on this matter. The product in question had sufficient oil in it until it blew a hole through the side of the engine block the picture I have looks to be the result of a bad bearing. I've read where someone else had a similar experience with this same model engine it was replaced and did the same thing shortly after. This mower wasn't mistreated and MTD has thoroughly chose to take advantage of a customer who spent a great deal of money on a product that they are choosing not to stand behind and doing everything in their power to avoid making repairs including lying to the customer per my conversation with them on 9/5/2017 when I was told by customer service that they had chosen to have a complete engine replacement. Only to be told the next day that this wasn't true. That it would not be replaced. I'm very dissatisfied with MTD and their failure to stand behind a product that is a little over a year old and cost over $1,500.00

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would like to add that the response from MTD went above and beyond the call of vendor obligation.  For that I am very grateful to MTD management.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as they fix my equipment. I attached pictures and thus is how it arrived and it was dead upon arrival. I had to jump it and made a note of it which I also attached. I have no way of sending these photos to the Troy-bilt  but I would appreciate it if you would pass these photos along. There is no reason why my machine that's less than a year old  is not working. I'm took all the necessary for cautions that one could take it's kept in the garage it was kept dry and it had no fuel in it. I would like to also purchase more warranty on it for the future because I believe I've been sold a lemon.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and even though I do not find that this resolution is satisfactory to me, I am accepting it because, being out the $197.94 sales tax, is better than being out the total $3496.94 and having a mower that does not work as I have proven in the video that was sent to Troy-Bilt.

Dear Mr. [redacted]; We are sorry to hear that you have experienced a less than satisfactory experience with your purchase of a Battery made online under order [redacted] on September 03.  Our Records indicate you contacted us several times via email over the course of 15 days regarding your Label...

request.  This label was requested within our timeline of 5 7 business days from the time of request.  The label was requested and initiated by UPS to the email Address of [redacted] on 09/13/17. The Battery was returned to our Distribution Center on September 26th.  It was forwarded to our Corporate Campus to process the credit on 10/11/17 at which point the claim for reimbursement was denied.   The grounds for returns on our parts is outlined below at the time of purchase: Return Policy:When returning a part, please follow these steps: Prior to the return of new, unused parts, please review the instructions included on your packing slip. Be sure to send incorrect parts back promptly. We cannot accept returns for used parts* OR parts received 90 days past your initial return inquiry. A restocking fee of 25% will be charged for parts received 90 days after your initial return inquiry. Your refund will be credited to the original credit card used for your purchase within 7-10 business days of receipt of returned merchandise at our warehouse.Abuse of Return Policy:MTD Genuine Parts reserves the right to refuse to sell to any person for any reason not prohibited by law, including, but not limited to, abuse of its return policy.*All returns are subject to inspection by MTD Genuine Parts personnel as to identify possible use, misuse, missing components, damage or abuse. Refunds may be denied as a result of failure to pass a return inspection.  Upon Receipt of the returned Battery it was found to have been hooked up to the unit and also sustained damage upon return with a bent battery terminal.  This prompted a denial of refund based on our return policies outlined above.     Sincerely,MTD Products Inc.

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