**Dear Mr. [redacted]; We have reviewed your complaint and are sorry to hear of your unfavorable experience. We do not respond to international complaints within the states, however, I am working on getting involvement from our International contacts...
within the ** to help. Once I have additional information at hand, we will respond. Sincerely,Cub Cadet Administrator
Dear Mr. [redacted]; We are sorry to hear you experienced issues with your Troy-Bilt rider. Our records indicate the unit has since been returned to you repaired. After review of the records and talking with Taylor Rental where the unit was repaired, they were out two weeks with back...
log of repairs which is typical during this time of the year for service centers across the country. We also were informed of a back order situation with a part from this particular dealers parts distributor which added to the time frame.We are glad to hear the unit is back in your possession at this point, and ask that you feel free to contact our Customer Support office should you experience any further difficulties at 800-800-7310.Sincerely,Troy-Bilt Administrator
Dear Mr. [redacted]; We are sorry to hear that you have experienced issues with your mower Model 13AN77KG011 with a Serial Number of [redacted]. In reviewing your complaint and your purchases, we were able to see where you had placed orderon line for a belt on...
07/16/2015 which was returned because it was the incorrect belt and credited to your account on 10/19/2015 once it was returned. Our Records do not indicate any previous history or purchases, nor any previous warranty history on this unit to support your complaint. Your warranty outlines the warranty specific to Belts which are a normal wear and tear part replaced under maintenance.. Please be advised we do not support non-oem parts used on our units and understand they can affect the operation of your unit as well as other parts the come in contact with. We have attached a copy of your owners Manual for your review, along with the parts listing for your specific model and serial number listing the replacement belts for this particular unit.Sincerely, Troy-Bilt Administrator
Good Afternoon [redacted]: Thank you for choosing Troy-Bilt for your outdoor power needs. Please accept our apology for the inconvenience due to your riding mower not starting when attempting to use it for the first time this season. Attached is a copy of the warranty statement for your...
unit. Our company provides this warranty to cover a part or workmanship which is found to be defective once the unit leaves the factory. Please follow the attached steps to arrange for factory warranty service. A list of Troy-Bilt authorized service centers located in your zip code area is included with this reply. Pickup and delivery service is not normally covered under this manufacturer’s limited warranty. If you will ask the service dealer you contact to call our company at [redacted] with the reference number [redacted], we will be happy to authorize them to file the pickup and delivery charges, along with the inspection time under warranty (at no cost to you). Any further warranty coverage will be determined by what caused the failure and what is needed to repair the unit. Thank you, Troy-Bilt Products Corporate Customer Services
Dear Ms. [redacted]; We are sorry to hear of your negativre experience outlined within your complaint regarding your Troy-Bilt push lawnmower. Review of our records indicate your first contact with us was on 04/02/2016 where our technician tried to assist with...
some assembly of your mower. Our second contact on 10/15/2016 with our technician indicating some starting issues, where the agent went thru basic phone instructions on spark/fuel system at which point you were referred to an authorized service center under the warranty by the name of Turf & Irrigation. An additional conversation on 10/15/2016 you spoke to our a senior technician which afforded additional suggestions and guideance. The fee outlined in your complaint is most likely a bench fee charged by Turf & Irrigation and is not governed by Troy-Bilt manufacturing as they are a independant authorized service center. Bench fees are not out of the ordinary, and are refunded if the unit in question failure(s) are billable as a manufacturing defect and covered under the warranties offered on products. We have included a copy of your owners manual that outlines the warranty on the unit. The engine carries a separate warranty. We have also included below, optiontional warranty service centers in your area to contact should you want to pursue other avenues for repair.[redacted] Once you have determined which authorized service center you have chosen to review your unit, please have them contact us directly. Please be certain to provide them with your reference number [redacted]. If the repairs outlined are related to a manufacturing defect and are not the result of fuel related failures, we will be happy to provide the authorization to proceed with repairs. Sincerely, Troy-Bilt Manufacturing Administrator
Dear Mr. [redacted]; Please refer to your warranty on the backside of the owners manual. Please take your unit in to the service provides listed below that were previously offered. We will cover a one time Pick Up and Delivery Cost to have your unit repaired for the issue pertaiing within this complaint. Please provide the servicing center with your case number [redacted]. Once the repair service center has contacted us, we can provide them with an authorization for the Pick Up and Delivery. MIKE'S FIX-IT SHOP 2136 OLIVER SPRINGS HIGHWAY
CLINTON, TN 37716 (865) 435-1510 4.9
I am rejecting this response because:
Not one of my issues was addressed the wheel is still the wrong wheel and the warranty will not cover inferior design.
Dear Ms. [redacted];
Our previous request for a Proof of purchase went ignored. However in your update you supplied a part number of [redacted]. We have taken the liberty to sent that to you at no charge today.
A email confirmation should have been sent to your email regarding this order.
Your confirmation order number is [redacted].'
We apologize you have experienced difficulties, and we appreciate the opportunity to try to provide assistance.
Sincerely,
Troy-[redacted] Administrator
Mr. [redacted] purchased this riding mower on May 12, 2012. He first contacted us on July 23, 2013 when he when he encountered problems with the engine overheating and shutting down while using. He took the unit into a Cub Cadet authorized service center who inspected it and found trash/dirt in the...
fuel tank causing the overheating and stalling. This occurring over a year from the date of purchase would not be considered a manufacturing defect and the service center did not cover the failure under warranty. Mr. [redacted] called our Corporate Customer Service center and as a customer courtesy we reimbursed him for the repair in the amount of $72.16.
Our next contact with Mr. [redacted] was June 20, 2016 when we received the attached [redacted] regarding a current engine failure. I called him on July 8, 2016 to obtain more information which was required to attempt to help him. At that time, he indicated that he could not provide the unit model and serial number, a proof of purchase of the unit or any engine model and serial numbers because he no longer owned the unit. I let him know that I could not assist him any further without the required documentation and because he no longer owned the unit.
Our company does stand behind our products and the consumers who purchase them. As a manufacturer, we provide warranty coverage for manufacturing defects found once the unit leaves the factory. Included with this reply is the warranty statement for the riding mower Mr. [redacted] owned. His mower has no warranty history on the serial number other than the repair we compensated him for in the past which was a courtesy because it was not a manufacturing defect. If he still owned the mower, and the current failure was determined to be a manufacturing defect and the unit was repaired, we possibly would have covered the cost of the parts (even though the unit was well beyond the three year warranty). Our goal is to provide the best sales and service experience possible for our customers not only within warranty, but throughout the entire length of ownership. If the customer no longer owns the unit, we cannot provide any further accommodation
Initial Business Response /* (1000, 5, 2015/12/17) */
Dear Mr. W[redacted];
We are very sorry to hear of your recent incident involving your Cub Cadet Unit.
We have reviewed your complaint and were unable to find any communication with our manufacturing company surrounding your complaint.
We...
did find a contact record for some parts previously ordered, however we could not find any conversations as indicated above.
The complaint has been turned over to our Customer Service Senior Representative to review. Once that has been completed, we will be in a better position to respond.
If you could please supply any additional information you may have with regards to whom you spoke with, your tractor model and serial number, and a copy of your Proof Of Purchase, that would be helpful.
Can you also clarify if the unit was satisfied under your homeowners insurance for replacement.
We appreciate your contacting us and once your complaint has been reviewed and the requested information supplied, we will be in a better position to move forward.
Sincerely,
Cub Cadet Administrator
** Please refer to your Case [redacted]
Initial Consumer Rebuttal /* (3000, 8, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
no one has contacted me from cub cadet.
Final Business Response /* (4000, 10, 2016/01/12) */
The following was sent to Revdex.com Via this website on 01/05/2015 - The consumers recent response indicates they have not heard from us. - Please share this information with the consumer.
Dear Mr. W[redacted];
We have contacted our Legal Department from which your initial report was turned over to at the time of your loss.
We have been informed that you were directed to your Insurance Company for your losses.
We have closed our files in accordance to the information supplied.
Dear Mr. [redacted];
We have reviewed your complaint in conjunction with our notes on file. While we are sorry to hear you have experienced issues with your riding mower, based on the information supplied, the failures as provided by the servicing dealer appear to be maintenance issues.
We...
are willing to provide the following offer below once we have received a copy of your Proof Of Purchase.
Cost of unit, less depreciation based on hours used of 79 ($790.00). Once your proof of purchase is received we will then issue you a check towards your next mower that you purchase.
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.
Sincerely
Cub Cadet Administrator
Dear Mr. [redacted]: We are sorry to hear of your unfavorable experience with your riding lawnmower. We regret that you have been inconvenienced during the evaluation and repair period of this unit. It is unfortunate during this time of year, the...
shops run into issues of backlog causing a disruption of availability. The Service centers are indenpendently owned and operated and depending on geographics and weather, this can be a very busy time of year for them. We are sympathetic to your time and patience during this time and would like to offer a monetary gesture while you have had to utilize your neighbors lawnmower of $200.00. If this is acceptable, please let us know and we will be happy to reimburse you. We have followed up with the repair firm ** [redacted] surrounding the status of your repair and see where they were shorthanded due to vacations. ** [redacted] has confirmed today that the tractor repairs were completed and delivered back to you yesterday. Sincerely, MTD Administrator
the following was responded to and your response is below: RECEIVED THE FOLLOWING FROM Revdex.com:This message originally read on 9/5/2017[redacted]Re: ID # [redacted]- MTD Products, Inc.Dear [redacted],We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.”Please know that Revdex.com is always available to discuss your case and review additional information.Regards,[redacted],Investigator & Dispute Resolution Coordinator[redacted]Phone: [redacted]Edit|Del|Make PublicCreated By:[redacted](8/24/2017 1:56 PM)Customer Revdex.com ComplaintEdit|Del|Make PublicCreated By:[redacted](8/24/2017 1:55 PM)MTD RESPONSE TO CUSTOMERS COMPLAINT:Dear Mr. [redacted];We are sorry to hear you experienced issues with your Troy-Bilt self-propelled mower model 12A-A2BU711. Our warranty is outlined within your owner’s manual. All repairs/failures must be reviewed by an authorized service center under the warranty.The unit being purchased at Lowes would be in their discretion as to whether they would reimburse you for your unit. We were able to find an authorized repair firm within 13 miles from your residence, however, I can see where that was not an option offered at the time of your conversation with our associate.Your warranty covers all manufacturing defects which include parts and labor under the warranty. While the issue outlined indicates there may have been a slight assembly issue, we would be happy to reimburse you the $40.00 requested. Please attach a copy of the invoice and verify that the address on file with the Revdex.com is a good mailing address.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.Sincerely,Troy-Bilt Administrator
Dear Mr. [redacted]; We are sorry you have experienced an issue with your Cub Cadet Riding Lawnmower. Please refer to your manufacturing warranty covered within your owners manual. While a Tire is considered a normal wear item covered under the warranty for a period of 30 days...
from the purchase date, if the issue is related to the rim, you should not experience any issues obtaining repairs. We have listed the Servicing Dealers within your area who can take a look at your issue and file the appropriate warranty claim. ELLIS EQUIPMENT COMPANY INC. [redacted] IPACO INC [redacted] 5TH WEST RENTAL & REPAIR [redacted] Please refer the dealer to your case [redacted] should they have any questions..Please be advised any exchange or returns are strictly between you and the retailer from where you purchased your unit.Sincerely,Cub Administrator
Dear Mrs. [redacted]; We are sorry you have not had a favorable outcome with our agents/product. We have record of your conversations with our agents as well as on social media. Your unit carries separate warranty for the engine.The last correspondence indicates the dealer was unable to...
duplicate the issue outlined, and you were provided a phone number to [redacted] to pursue your warranty of [redacted].Unfortunately, Troy-[redacted] is not involved with any exchanges or reimbursements as explained previously, these type of exchanges, reimbursements must be handled directly with Lowes.Our records indicated that we did authorized a pick up and delivery that is not covered under the warranty in order to provide assistance, if you could attach copies of the batteries you have indicated you have replaced, we would be happy to review for further assistance.A Factory Serial Number for your unit is being requested as well. This number can be found on the sticker located under the seat. Once we have had the above request, we will be in a better position to move forward with your concerns. Please be advised all conversations verbally and socially are captured, we will share all records with the appropriate managers to review for inappropriate responses/conversations. Sincerely,Troy-[redacted] Administator
Dear Ms. [redacted];
Thank you for your recent documentation. We have Contacted DFW Small Engines today.
They have been provided with our authorization number to cover Pick Up and Delivery as well as the adjustments performed to repair your unit.
Should you have any further concerns, please do not hesitate to contact us directly at [redacted]. When contacting us, please refer to your case [redacted].
Sincerely,
MTD Administrator
Dear [redacted]:
We are sorry to hear of your recent issue with our unit. Our records indicated that you had reached out to us on Facebook and we provided the following to you in order to assist.
"Cub Cadet 5/25- [redacted]- We're sorry to hear you haven't been satisfied with your Cub Cadet equipment....
We do take our customers' opinions very seriously and the feedback we receive helps us build better products. This incident has been documented internally, and if you would like to discuss this problem further, give us a call at [redacted] and mention your incident # [redacted]. Let us know if there is anything else we can do for you. "
In order to assist, we are in need of a Factory Model and Serial number located on the underside of the seat of your unit.
We have no recorded contact other than this complaint and your response on facebook.
Please advise where your machine was taken to in order that we can see if there is anything we can do to assist the dealer.
We will be happy to assist with any lawnmowing costs you have incurred in the meantime, please provide a copy of the invoice when you have had the opportunity to respond.
Sincerely,
Cub Cadet Administrator
Dear Mr. [redacted]; We are sorry to hear you experienced issues with your Troy-Bilt self-propelled mower model 12A-A2BU711. Our warranty is outlined within your owner’s manual. All repairs/failures must be...
reviewed by an authorized service center under the warranty. The unit being purchased at Lowes would be in their discretion as to whether they would reimburse you for your unit. We were able to find an authorized repair firm within 13 miles from your residence, however, I can see where that was not an option offered at the time of your conversation with our associate. Your warranty covers all manufacturing defects which include parts and labor under the warranty. While the issue outlined indicates there may have been a slight assembly issue, we would be happy to reimburse you the $40.00 requested. Please attach a copy of the invoice and verify that the address on file with the Revdex.com is a good mailing address. 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. Sincerely, Troy-Bilt Administrator
Our company will be glad to address the issue with this mower. Please see the attached documentation which includes a copy of the warranty statement for units with the model number supplied. Our company provides warranty coverage for manufacturing defects found once the unit...
leaves the production facility. Also included are the instructions to obtain warranty coverage consideration and information regarding the model numbers and serial numbers on our units. The serial number, which was not supplied, provides information on the date of production and other production details. If the consumer will review the attached document and have the unit inspected by an authorized service center, they will be able to determine warranty coverage possibility.If the unit has already been repaired, we would need a copy of the work order details, the determined cause of the failure and what was needed to repair the unit to working order. Also required is a copy of the paid bill/invoice. These documents can be supplied as attachments to reply email or sent to MTD/Troy-Bilt Products, [redacted]. Please be sure to include the reference # [redacted] with any response. Once received, the documents requested will be review for possible reimbursement consideration, although this is not the usual warranty process.It would be much easier to address this if we were able to correspond with or have the owners contact information including name, address, phone number. Thank you,Troy-Bilt Corporate Customer Services
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the sum of $70.87, which should be postmarked no later than July the 8th, 2016.
**Dear Mr. [redacted]; We have reviewed your complaint and are sorry to hear of your unfavorable experience. We do not respond to international complaints within the states, however, I am working on getting involvement from our International contacts...
within the ** to help. Once I have additional information at hand, we will respond. Sincerely,Cub Cadet Administrator
Dear Mr. [redacted]; We are sorry to hear you experienced issues with your Troy-Bilt rider. Our records indicate the unit has since been returned to you repaired. After review of the records and talking with Taylor Rental where the unit was repaired, they were out two weeks with back...
log of repairs which is typical during this time of the year for service centers across the country. We also were informed of a back order situation with a part from this particular dealers parts distributor which added to the time frame.We are glad to hear the unit is back in your possession at this point, and ask that you feel free to contact our Customer Support office should you experience any further difficulties at 800-800-7310.Sincerely,Troy-Bilt Administrator
Dear Mr. [redacted]; We are sorry to hear that you have experienced issues with your mower Model 13AN77KG011 with a Serial Number of [redacted]. In reviewing your complaint and your purchases, we were able to see where you had placed orderon line for a belt on...
07/16/2015 which was returned because it was the incorrect belt and credited to your account on 10/19/2015 once it was returned. Our Records do not indicate any previous history or purchases, nor any previous warranty history on this unit to support your complaint. Your warranty outlines the warranty specific to Belts which are a normal wear and tear part replaced under maintenance.. Please be advised we do not support non-oem parts used on our units and understand they can affect the operation of your unit as well as other parts the come in contact with. We have attached a copy of your owners Manual for your review, along with the parts listing for your specific model and serial number listing the replacement belts for this particular unit.Sincerely, Troy-Bilt Administrator
Good Afternoon [redacted]: Thank you for choosing Troy-Bilt for your outdoor power needs. Please accept our apology for the inconvenience due to your riding mower not starting when attempting to use it for the first time this season. Attached is a copy of the warranty statement for your...
unit. Our company provides this warranty to cover a part or workmanship which is found to be defective once the unit leaves the factory. Please follow the attached steps to arrange for factory warranty service. A list of Troy-Bilt authorized service centers located in your zip code area is included with this reply. Pickup and delivery service is not normally covered under this manufacturer’s limited warranty. If you will ask the service dealer you contact to call our company at [redacted] with the reference number [redacted], we will be happy to authorize them to file the pickup and delivery charges, along with the inspection time under warranty (at no cost to you). Any further warranty coverage will be determined by what caused the failure and what is needed to repair the unit. Thank you, Troy-Bilt Products Corporate Customer Services
Dear Ms. [redacted]; We are sorry to hear of your negativre experience outlined within your complaint regarding your Troy-Bilt push lawnmower. Review of our records indicate your first contact with us was on 04/02/2016 where our technician tried to assist with...
some assembly of your mower. Our second contact on 10/15/2016 with our technician indicating some starting issues, where the agent went thru basic phone instructions on spark/fuel system at which point you were referred to an authorized service center under the warranty by the name of Turf & Irrigation. An additional conversation on 10/15/2016 you spoke to our a senior technician which afforded additional suggestions and guideance. The fee outlined in your complaint is most likely a bench fee charged by Turf & Irrigation and is not governed by Troy-Bilt manufacturing as they are a independant authorized service center. Bench fees are not out of the ordinary, and are refunded if the unit in question failure(s) are billable as a manufacturing defect and covered under the warranties offered on products. We have included a copy of your owners manual that outlines the warranty on the unit. The engine carries a separate warranty. We have also included below, optiontional warranty service centers in your area to contact should you want to pursue other avenues for repair.[redacted] Once you have determined which authorized service center you have chosen to review your unit, please have them contact us directly. Please be certain to provide them with your reference number [redacted]. If the repairs outlined are related to a manufacturing defect and are not the result of fuel related failures, we will be happy to provide the authorization to proceed with repairs. Sincerely, Troy-Bilt Manufacturing Administrator
Dear Mr. [redacted]; Please refer to your warranty on the backside of the owners manual. Please take your unit in to the service provides listed below that were previously offered. We will cover a one time Pick Up and Delivery Cost to have your unit repaired for the issue pertaiing within this complaint. Please provide the servicing center with your case number [redacted]. Once the repair service center has contacted us, we can provide them with an authorization for the Pick Up and Delivery. MIKE'S FIX-IT SHOP 2136 OLIVER SPRINGS HIGHWAY
CLINTON, TN 37716 (865) 435-1510 4.9
FRANKS FIXIT SHOP 808 GALLAHER ROAD
KINGSTON, TN 37763 (865) 376-9299 11.7
QUALITY LAWN SALES & SERVICE 219 INDIAN MOUND CIRCLE
JACKSBORO, TN 37757 (423) 562-0200 22.7 Sincerely, Cub Cadet Administrator
I am rejecting this response because:
Not one of my issues was addressed the wheel is still the wrong wheel and the warranty will not cover inferior design.
Dear Ms. [redacted];
Our previous request for a Proof of purchase went ignored. However in your update you supplied a part number of [redacted]. We have taken the liberty to sent that to you at no charge today.
A email confirmation should have been sent to your email regarding this order.
Your confirmation order number is [redacted].'
We apologize you have experienced difficulties, and we appreciate the opportunity to try to provide assistance.
Sincerely,
Troy-[redacted] Administrator
Mr. [redacted] purchased this riding mower on May 12, 2012. He first contacted us on July 23, 2013 when he when he encountered problems with the engine overheating and shutting down while using. He took the unit into a Cub Cadet authorized service center who inspected it and found trash/dirt in the...
fuel tank causing the overheating and stalling. This occurring over a year from the date of purchase would not be considered a manufacturing defect and the service center did not cover the failure under warranty. Mr. [redacted] called our Corporate Customer Service center and as a customer courtesy we reimbursed him for the repair in the amount of $72.16.
Our next contact with Mr. [redacted] was June 20, 2016 when we received the attached [redacted] regarding a current engine failure. I called him on July 8, 2016 to obtain more information which was required to attempt to help him. At that time, he indicated that he could not provide the unit model and serial number, a proof of purchase of the unit or any engine model and serial numbers because he no longer owned the unit. I let him know that I could not assist him any further without the required documentation and because he no longer owned the unit.
Our company does stand behind our products and the consumers who purchase them. As a manufacturer, we provide warranty coverage for manufacturing defects found once the unit leaves the factory. Included with this reply is the warranty statement for the riding mower Mr. [redacted] owned. His mower has no warranty history on the serial number other than the repair we compensated him for in the past which was a courtesy because it was not a manufacturing defect. If he still owned the mower, and the current failure was determined to be a manufacturing defect and the unit was repaired, we possibly would have covered the cost of the parts (even though the unit was well beyond the three year warranty). Our goal is to provide the best sales and service experience possible for our customers not only within warranty, but throughout the entire length of ownership. If the customer no longer owns the unit, we cannot provide any further accommodation
Initial Business Response /* (1000, 5, 2015/12/17) */
Dear Mr. W[redacted];
We are very sorry to hear of your recent incident involving your Cub Cadet Unit.
We have reviewed your complaint and were unable to find any communication with our manufacturing company surrounding your complaint.
We...
did find a contact record for some parts previously ordered, however we could not find any conversations as indicated above.
The complaint has been turned over to our Customer Service Senior Representative to review. Once that has been completed, we will be in a better position to respond.
If you could please supply any additional information you may have with regards to whom you spoke with, your tractor model and serial number, and a copy of your Proof Of Purchase, that would be helpful.
Can you also clarify if the unit was satisfied under your homeowners insurance for replacement.
We appreciate your contacting us and once your complaint has been reviewed and the requested information supplied, we will be in a better position to move forward.
Sincerely,
Cub Cadet Administrator
** Please refer to your Case [redacted]
Initial Consumer Rebuttal /* (3000, 8, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
no one has contacted me from cub cadet.
Final Business Response /* (4000, 10, 2016/01/12) */
The following was sent to Revdex.com Via this website on 01/05/2015 - The consumers recent response indicates they have not heard from us. - Please share this information with the consumer.
Dear Mr. W[redacted];
We have contacted our Legal Department from which your initial report was turned over to at the time of your loss.
We have been informed that you were directed to your Insurance Company for your losses.
We have closed our files in accordance to the information supplied.
Sincerely,
Cub Cadet/MTD Administrator
Dear Mr. [redacted];
We have reviewed your complaint in conjunction with our notes on file. While we are sorry to hear you have experienced issues with your riding mower, based on the information supplied, the failures as provided by the servicing dealer appear to be maintenance issues.
We...
are willing to provide the following offer below once we have received a copy of your Proof Of Purchase.
Cost of unit, less depreciation based on hours used of 79 ($790.00). Once your proof of purchase is received we will then issue you a check towards your next mower that you purchase.
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.
Sincerely
Cub Cadet Administrator
Dear Mr. [redacted]: We are sorry to hear of your unfavorable experience with your riding lawnmower. We regret that you have been inconvenienced during the evaluation and repair period of this unit. It is unfortunate during this time of year, the...
shops run into issues of backlog causing a disruption of availability. The Service centers are indenpendently owned and operated and depending on geographics and weather, this can be a very busy time of year for them. We are sympathetic to your time and patience during this time and would like to offer a monetary gesture while you have had to utilize your neighbors lawnmower of $200.00. If this is acceptable, please let us know and we will be happy to reimburse you. We have followed up with the repair firm ** [redacted] surrounding the status of your repair and see where they were shorthanded due to vacations. ** [redacted] has confirmed today that the tractor repairs were completed and delivered back to you yesterday. Sincerely, MTD Administrator
the following was responded to and your response is below: RECEIVED THE FOLLOWING FROM Revdex.com:This message originally read on 9/5/2017[redacted]Re: ID # [redacted]- MTD Products, Inc.Dear [redacted],We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.”Please know that Revdex.com is always available to discuss your case and review additional information.Regards,[redacted],Investigator & Dispute Resolution Coordinator[redacted]Phone: [redacted]Edit|Del|Make PublicCreated By:[redacted](8/24/2017 1:56 PM)Customer Revdex.com ComplaintEdit|Del|Make PublicCreated By:[redacted](8/24/2017 1:55 PM)MTD RESPONSE TO CUSTOMERS COMPLAINT:Dear Mr. [redacted];We are sorry to hear you experienced issues with your Troy-Bilt self-propelled mower model 12A-A2BU711. Our warranty is outlined within your owner’s manual. All repairs/failures must be reviewed by an authorized service center under the warranty.The unit being purchased at Lowes would be in their discretion as to whether they would reimburse you for your unit. We were able to find an authorized repair firm within 13 miles from your residence, however, I can see where that was not an option offered at the time of your conversation with our associate.Your warranty covers all manufacturing defects which include parts and labor under the warranty. While the issue outlined indicates there may have been a slight assembly issue, we would be happy to reimburse you the $40.00 requested. Please attach a copy of the invoice and verify that the address on file with the Revdex.com is a good mailing address.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.Sincerely,Troy-Bilt Administrator
Dear Mr. [redacted]; We are sorry you have experienced an issue with your Cub Cadet Riding Lawnmower. Please refer to your manufacturing warranty covered within your owners manual. While a Tire is considered a normal wear item covered under the warranty for a period of 30 days...
from the purchase date, if the issue is related to the rim, you should not experience any issues obtaining repairs. We have listed the Servicing Dealers within your area who can take a look at your issue and file the appropriate warranty claim. ELLIS EQUIPMENT COMPANY INC. [redacted] IPACO INC [redacted] 5TH WEST RENTAL & REPAIR [redacted] Please refer the dealer to your case [redacted] should they have any questions..Please be advised any exchange or returns are strictly between you and the retailer from where you purchased your unit.Sincerely,Cub Administrator
Dear Mrs. [redacted]; We are sorry you have not had a favorable outcome with our agents/product. We have record of your conversations with our agents as well as on social media. Your unit carries separate warranty for the engine.The last correspondence indicates the dealer was unable to...
duplicate the issue outlined, and you were provided a phone number to [redacted] to pursue your warranty of [redacted].Unfortunately, Troy-[redacted] is not involved with any exchanges or reimbursements as explained previously, these type of exchanges, reimbursements must be handled directly with Lowes.Our records indicated that we did authorized a pick up and delivery that is not covered under the warranty in order to provide assistance, if you could attach copies of the batteries you have indicated you have replaced, we would be happy to review for further assistance.A Factory Serial Number for your unit is being requested as well. This number can be found on the sticker located under the seat. Once we have had the above request, we will be in a better position to move forward with your concerns. Please be advised all conversations verbally and socially are captured, we will share all records with the appropriate managers to review for inappropriate responses/conversations. Sincerely,Troy-[redacted] Administator
Dear Ms. [redacted];
Thank you for your recent documentation. We have Contacted DFW Small Engines today.
They have been provided with our authorization number to cover Pick Up and Delivery as well as the adjustments performed to repair your unit.
Should you have any further concerns, please do not hesitate to contact us directly at [redacted]. When contacting us, please refer to your case [redacted].
Sincerely,
MTD Administrator
Dear [redacted]:
We are sorry to hear of your recent issue with our unit. Our records indicated that you had reached out to us on Facebook and we provided the following to you in order to assist.
"Cub Cadet 5/25- [redacted]- We're sorry to hear you haven't been satisfied with your Cub Cadet equipment....
We do take our customers' opinions very seriously and the feedback we receive helps us build better products. This incident has been documented internally, and if you would like to discuss this problem further, give us a call at [redacted] and mention your incident # [redacted]. Let us know if there is anything else we can do for you. "
In order to assist, we are in need of a Factory Model and Serial number located on the underside of the seat of your unit.
We have no recorded contact other than this complaint and your response on facebook.
Please advise where your machine was taken to in order that we can see if there is anything we can do to assist the dealer.
We will be happy to assist with any lawnmowing costs you have incurred in the meantime, please provide a copy of the invoice when you have had the opportunity to respond.
Sincerely,
Cub Cadet Administrator
Dear Mr. [redacted]; We are sorry to hear you experienced issues with your Troy-Bilt self-propelled mower model 12A-A2BU711. Our warranty is outlined within your owner’s manual. All repairs/failures must be...
reviewed by an authorized service center under the warranty. The unit being purchased at Lowes would be in their discretion as to whether they would reimburse you for your unit. We were able to find an authorized repair firm within 13 miles from your residence, however, I can see where that was not an option offered at the time of your conversation with our associate. Your warranty covers all manufacturing defects which include parts and labor under the warranty. While the issue outlined indicates there may have been a slight assembly issue, we would be happy to reimburse you the $40.00 requested. Please attach a copy of the invoice and verify that the address on file with the Revdex.com is a good mailing address. 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. Sincerely, Troy-Bilt Administrator
Our company will be glad to address the issue with this mower. Please see the attached documentation which includes a copy of the warranty statement for units with the model number supplied. Our company provides warranty coverage for manufacturing defects found once the unit...
leaves the production facility. Also included are the instructions to obtain warranty coverage consideration and information regarding the model numbers and serial numbers on our units. The serial number, which was not supplied, provides information on the date of production and other production details. If the consumer will review the attached document and have the unit inspected by an authorized service center, they will be able to determine warranty coverage possibility.If the unit has already been repaired, we would need a copy of the work order details, the determined cause of the failure and what was needed to repair the unit to working order. Also required is a copy of the paid bill/invoice. These documents can be supplied as attachments to reply email or sent to MTD/Troy-Bilt Products, [redacted]. Please be sure to include the reference # [redacted] with any response. Once received, the documents requested will be review for possible reimbursement consideration, although this is not the usual warranty process.It would be much easier to address this if we were able to correspond with or have the owners contact information including name, address, phone number. Thank you,Troy-Bilt Corporate Customer Services
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the sum of $70.87, which should be postmarked no later than July the 8th, 2016.