(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response. I'm attaching the page in the owner's manual with the number listed under "How to obtain service" has a different number listed for consumers to contact if they have issues. Nowhere were we able to locate the number you provided above (the [redacted]) which would have made things much more simpler to begin with from what you're saying. At this time, the [redacted] has been picked up by Small Engine Repair located in Grapevine, Texas. Hopefully it's under warranty but honestly this $850 lawn[redacted] has been doing no good just sitting in the back yard while we have been trying to figure out your service process. We had to revert to cheaper push [redacted]s during the time it has been down. We have no ETA when the [redacted] will be fixed and returned at this time. It sounds like many places are busy this time of year. (MTD How to obtain service)
Dear Mr. [redacted]; We have presented our offer based on the findings. Your unit has been inspected by Three Authorized service centers at this point. All three were unable to find a manufacturing defect. You purchased your unit online via Lowes. The tax charged is based on your geographical location and has no bearing with regards to our location. We feel we have made a reasonable and generous offer. Your options outlined is to accept our Buy Back of the machine in the Amount of $3299.00 or you are free to pick up your unit and pursue other avenues. You have been contacted by [redacted] [redacted]. Please provide them with your final decision in order that we may close this case. 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 Ms. [redacted]; We have reviewed your additional comments with regards to your Self Propelled lawn mower. 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. Troy-Bilt will be happy to arrange a pick up and delivery cost associated with having your unit evaluated for the failures you have outlined in your complaint. Please contact the repair firm below to make arrangements. Please supply the service dealer with your case [redacted] which they can utilize for authorization. Please provide a copy of the the Proof Of Purchase when responding to this complaint. [redacted] [redacted]Sincerely, Troy-Bilt Manufacturing 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. As of yet the order to cover the labor of the repair has not been sent to the dealer
Initial Business Response /* (1000, 5, 2015/05/18) */
Dear Mr. [redacted];
We have reviewed your complaint filed along with your calls under our incident number [redacted]
We understand and certainly apologize for the inconvenience you have experienced.
Our Records indicate your original...
order [redacted] for the belts scheduled for next 2nd day air returned to our warehouse. Our records indicate a complete refund including the shipping was made in the amount of $114.25 on 05/12/2015 to your credit card. This may take one to two billing cycles to apear on your card depending on your banking institution.
We also show your Re-Order of the belts were made under order [redacted] on 05/09/2015 was sent out with waived standard shipping along with a 10% Discount in the amount of $82.14 a savings of $32.11.
Our records indicate you have received your belts from the re-order which delivered on Friday, May 15th. We can not credit additional shipping as it was never charged on your credit card on the re-order.
In an attempt to renew your faith in our company, we have credited [redacted] Belt in the amount of $15.56.
Sincerely,
MTD Administrator
I am rejecting this response because: I was also told that they may be able to extend the warranty for one more year. The mower came with a 2 year warranty, but most of that has been in the repair shop. I would accept the $200 plus the extra extended warranty
I am rejecting this response because:
From: Jeff [redacted] <[redacted]> Date: Mon, Mar 20, 2017 at 11:40 AM Subject: Re: You have a New Message from Revdex.com Serving Akron Ohio, Complaint #[redacted] To: Revdex.com <[email protected]> part of this message is a lie, the service tech came to my house and replaced the battery because it wouldn't stay charged up.there was no having me start the unit to make sure I knew how to start it.naturally cub cadet is going to say what ever to cover their behind.the point is there have been 4 problems with the unit since I got it in 11-16 when it was first delivered to me the tension spring rattled the seat back was pulled from the frame.dealer took the unit back cut a piece of garden hose put on the shank of the tension spring still didn't stop the rattle.I went on cub cadets' web site it said that the deck needed leveling.then the carburetor started leaking gas.the unit was brought back to me with a dead battery which had to be replaced.the unit is a lemon which isn't covered under lemon law but is covered under magnuson-moss warranty act.the dealer is a representative of cub cadet and I feel cub cadet should make it right.I spent 5000.00 dollars on a unit that has had nothing but problems since I got it
Dear Mr. Smith; Thank you for choosing Cub Cadet for our outdoor power needs. your effort providing the information in your correspondence is appreciated. our records indicated we were contacted under case [redacted] regarding starting issues with model [redacted] and was...
referred to an authorized service center.Our records/recorded conversations captured indicated the servicing center reporting under the Cub Cadet warranty an issue with the battery which was replaced under warranty. We can not speculate where the issue occurred as our units are quality checked and driven off the assembly time at the time of manufacturing.Your unit has a separate warranty for the engine as outlined within your owners manual under the warranty. Our notes indicate the carburetor was cleaned, and continued to experience issues. Cub Cadet would not see the warranty in regards to this failure as it would have been directly addressed with the engine manufacturer.You had also indicated the unit sustained additional delivery damage, however it does not indicate if this was during shipping or delivery from the place of purchase. We have no recorded filings indicating the purchase was directly with the factory.If you could kindly provide a copy of your Proof of Purchase, we will be happy to look further into your concerns in order to provide guidance. Sincerely, Cub Administrator
From: Joel [redacted] Date: Tue, Aug 29, 2017 at 7:54 PM Subject: complaint [redacted] To: [redacted] the company has refunded my credit card for the double billing. Thank you
Dear Mr. [redacted];
In reviewing your complaint filed, we find that you contacted our with issues involving the Brake Actuator on your unit.
Inspection of your unit by an authorized service center found a pine cone was jammed in unit by the brake actuator and after removal of the object the unit...
operated as designed.
The said failure is not in the control or manufacturing of the unit in question. The warranty is specific to manufacturing defects.
Our calls are recorded, and while we understand your frustration, we pride ourselves on providing the best customer service with regards to our product and customers. There will be times when our decision may not be satisfactory to the end user.
We would like to offer a gesture of kindness on your behalf to pay for half of the cost associated with your unfortunate demise. Please provide a copy of the invoiced repair performed by the repair firm. Please confirm the mailing address we can send this reimbursement.
Sincerely,
Troy-[redacted] Administrator
Dear Mr. [redacted];
We appreciated your patience during our investigation into your recent complaint filed. We are sorry you have experienced difficulties with your Cub Cadet Unit. After full review of your incident, we have found that the unit model number you have supplied was never distributed in the ** and therefore, we had come to the conclusion that this unit must have been purchased in the states and then taken to the **.
We do not respond to international complaints for several reasons. However we were able to make a one time concession in your case and will be sending two parts to you directly, to address your unit. The original part numbers supplied by our agent were not valid for your unit model and production date and the failure described was specific to 1999 model production. Your Model is a 2015.
We will be sending two parts Listed Below at No Charge to the address supplied. Moving forward any additional work or parts must be addressed under the warranty provisions and guidelines, therefore, if your unit was purchased in the states, it will need to be returned to the states under the warranty guidelines to be addressed.
783-08656-0637 Clutch and Belt Keeper
954-04077A PTO Belt
Sincerely,
Cub Cadet Administrator
Dear Mr. [redacted]; We are sorry you are experiecing issues with your Troy-Bilt walk behind mower. We have reviewed your complaint and while we can see contact records made to Troy-Bilt in October of this year, we were unable to find any previous contact or records of...
warranty against this unit previously. Our records indicate multiple parts were sent out as a courtesy to you in October which were deemed to be incorrect, however after your ontact with us again on 10/27/2016 under your incideent 161011-001494 we then issued additional parts at No Charge that were sent directly to the authorized serviving dealer for installation. The unit being manufactured in 2008 is out of the warranty period by approximately 6 years. We feel we have made a generous attempt to satisfy your complaint based on the history and contact information on file. 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,Troy-Bilt Administrator
Dear Mr. [redacted];
We are sorry you have experienced issues with your MTD Riding Lawnmower. Our records indicate on three separate occasions under your incident [redacted] you were advised to have the unit taken to an authorized service center to diagnose if a manufacturing defect is...
present.
We have attached a copy of your owners manual. Please refer to page 36 for the warranty provisions that is provided for two years from the date of purchase for Manufacturing defects.
We have also listed a group of authorized service centers in your area below. Please have the unit seen by an authorized service center. If the repairs or Failures deem to be that of a manufacturing defect, the dealer will file the claim with MTD for full reimbursement of parts and labor.
Please be advised a refund is up to the original place of purchase on your unit as MTD did not sell the unit directly to you. Once the unit has been evaluated, please have the authorized service center contact us directly with your reference number [redacted] to discuss the units failures.WHITES SALES & SERVICE 10 WHITE DRIVE
FREWSBURG, NY 14738 (716) 569-2645 13.5 Miles ALLEGHENY POWER EQUIPMENT 12094 ROUTE 426
CORRY, PA 16407 (814) 664-9291 16.4 Miles CASSADAGA EDGE & ENGINE 7804 BARNUM ROAD
CASSADAGA, NY 14718 (716) 595-3206 17.5 Miles THE POWER SHOP 202 EAST MAIN STREET
FREDONIA, NY 14063 (716) 679-2265 24 Miles Sincerely, MTD Administrator
I am rejecting this response because: I do not have time to drive out to the repair shops to have them give me something to give to you. You should have their invoices by now so they can get reimbursed for their repairs. You can call [redacted] at [redacted] and [redacted] at [redacted]
I am rejecting this response because: I refuse to pay for an item that I've had all of 7 months, and is still under warranty. As stated in my earlier response I will pay to have it repaired myself, but by the time I finish putting my information on every site I visit you will wish you would have honored my warranty without me having to pay a penny. I am done with Troy bilt and rest assured I am going to make sure everyone knows how troy bilt honors their warranty, They Don't!!!!!!!!!!!!!!!!!!
Dear Mr. [redacted]; We are sorry to hear you have experienced an issue with your Remington unit. While we understand your frustration, the unit was stocked and sold by a company other than the manufacturing company of which we have no control. The battery...
replacement cost exceeds 75% of the replacement costs and therefore you would normally seek replacement thru the place of purchase. Proof of purchase is required, however, you may be able to provide that via a credit card statement or statement of account when you placed that purchase. If you are able to provide that substantiation, please attach to this complaint and we will be happy to assist with a full reimbursement as long as the unit is within the 2 year warranty period. Sincerely, Remington Adminstrator
I am rejecting this response because:I have literally 4 emails that I have sent directly to troybilt which every single concern, question and objective was completly ignored. The reason I use the word "Ignored " is due to the fact of receiving a response as you sent me prior to this response as I feel its auto generated. 1. Retail Center: They did not make a defective product, Troybilt did.2 Regarding Repair: I will not accept repairing a new Lawn Mower that was not ever used. If you are a person that would be okay having purchased a "dead on arrival" product with a repair versus a new replacement than so be it. 3. Attached is only a 3rd of Troy Bilt purchases, yet after accumulation of Receipts when A customer spent $$1 768.76 to the penny and now an issue arises nothing is done about it. well, I guess what is done about it is having to drive th3 lawn mower, drop it to off, go back and pick it up for repair is what I have to do and the reason is due to Poor quality control as if the mower went through the proper channels in quality control it ll would not have been placed for sale. 4 Keeping in mind that a Trimmer Plus had a recall that I did not elect to replace due to it actually causing an issue , which that is not something that relates to this, but the point is that maybe I will use the mower, something dangerous occurs that will lead to a recall on a large selection of mowers, 5 I know clearly that MTD is not accredited with the Revdex.com which is so obvious why, practically common sense why MTD doesn't elect to be accredited due to poor manufacturing, Poor quality products and one major reason is not standing behind the product they make. It's sad to say, As a small business owner if I had sold a product to someone that was defective on arrival I would want it back to evaluate the issue to prevent the issue from reoccurring. Unfortunately I will not accept taking a Brand new lawn mower that was defective since day one to a repair shop for repair, in the other hand I had indicated that I will purchase a new one from you which pick up the defective one than process a refund once you receive the defective product , that being denied shows alot about a company. I was not provided with a single option besides the one that you are informing me off. Obviously, I will continue using the Revdex.com until either you decide to close the claim as unresolved or my ethical request will be granted. Regardless on the decision made will only cause a next pursuit until I am treated as a paying customer should be treated
Dear Mr. [redacted]; I am sorry you were unhappy with our recent response. Our records indicate you placed an order with MTD for a belt and that belt was returned as it was the wrong belt for your unit as outlined within your owners manual. That same belt returned was credited back to your credit card in full on 08/19/2015 in the amount of $30.56. Other than this order, we have no previous history supporting an issue with your unit other than the normal wear and tear a belt will endure with your unit. If you have additional information other than what you have supplied our company, please provide the supported documents in order that we can make a proper assessment and assist with your complaint. Sincerely, Troy-Bilt Administrator
Dear mr. [redacted]; We are sorry you feel you are not getting the attention to your unit(s) as you deemed. Our records indicate you had two units with issues. We have provided full reimbursement for [redacted] under or reimbursement check...
#132995 in the amount of $138.29 whcih mailed from our banking institution on 10/27/2016. The unit addressed within this complaint is a fuel related failure outside the warrantable period. Our records indicate our agent agreed to send several parts out to you including a Carburetor and Spark Plug which should be shipped out shortly under your reference number [redacted]. 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. 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,Troy-Bilt Administrator
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response. I'm attaching the page in the owner's manual with the number listed under "How to obtain service" has a different number listed for consumers to contact if they have issues. Nowhere were we able to locate the number you provided above (the [redacted]) which would have made things much more simpler to begin with from what you're saying. At this time, the [redacted] has been picked up by Small Engine Repair located in Grapevine, Texas. Hopefully it's under warranty but honestly this $850 lawn[redacted] has been doing no good just sitting in the back yard while we have been trying to figure out your service process. We had to revert to cheaper push [redacted]s during the time it has been down. We have no ETA when the [redacted] will be fixed and returned at this time. It sounds like many places are busy this time of year. (MTD How to obtain service)
Dear Mr. [redacted]; We have presented our offer based on the findings. Your unit has been inspected by Three Authorized service centers at this point. All three were unable to find a manufacturing defect. You purchased your unit online via Lowes. The tax charged is based on your geographical location and has no bearing with regards to our location. We feel we have made a reasonable and generous offer. Your options outlined is to accept our Buy Back of the machine in the Amount of $3299.00 or you are free to pick up your unit and pursue other avenues. You have been contacted by [redacted] [redacted]. Please provide them with your final decision in order that we may close this case. 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 Ms. [redacted]; We have reviewed your additional comments with regards to your Self Propelled lawn mower. 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. Troy-Bilt will be happy to arrange a pick up and delivery cost associated with having your unit evaluated for the failures you have outlined in your complaint. Please contact the repair firm below to make arrangements. Please supply the service dealer with your case [redacted] which they can utilize for authorization. Please provide a copy of the the Proof Of Purchase when responding to this complaint. [redacted] [redacted]Sincerely, Troy-Bilt Manufacturing 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. As of yet the order to cover the labor of the repair has not been sent to the dealer
Initial Business Response /* (1000, 5, 2015/05/18) */
Dear Mr. [redacted];
We have reviewed your complaint filed along with your calls under our incident number [redacted]
We understand and certainly apologize for the inconvenience you have experienced.
Our Records indicate your original...
order [redacted] for the belts scheduled for next 2nd day air returned to our warehouse. Our records indicate a complete refund including the shipping was made in the amount of $114.25 on 05/12/2015 to your credit card. This may take one to two billing cycles to apear on your card depending on your banking institution.
We also show your Re-Order of the belts were made under order [redacted] on 05/09/2015 was sent out with waived standard shipping along with a 10% Discount in the amount of $82.14 a savings of $32.11.
Our records indicate you have received your belts from the re-order which delivered on Friday, May 15th. We can not credit additional shipping as it was never charged on your credit card on the re-order.
In an attempt to renew your faith in our company, we have credited [redacted] Belt in the amount of $15.56.
Sincerely,
MTD Administrator
I am rejecting this response because: I was also told that they may be able to extend the warranty for one more year. The mower came with a 2 year warranty, but most of that has been in the repair shop. I would accept the $200 plus the extra extended warranty
I am rejecting this response because:
From: Jeff [redacted] <[redacted]> Date: Mon, Mar 20, 2017 at 11:40 AM Subject: Re: You have a New Message from Revdex.com Serving Akron Ohio, Complaint #[redacted] To: Revdex.com <[email protected]> part of this message is a lie, the service tech came to my house and replaced the battery because it wouldn't stay charged up.there was no having me start the unit to make sure I knew how to start it.naturally cub cadet is going to say what ever to cover their behind.the point is there have been 4 problems with the unit since I got it in 11-16 when it was first delivered to me the tension spring rattled the seat back was pulled from the frame.dealer took the unit back cut a piece of garden hose put on the shank of the tension spring still didn't stop the rattle.I went on cub cadets' web site it said that the deck needed leveling.then the carburetor started leaking gas.the unit was brought back to me with a dead battery which had to be replaced.the unit is a lemon which isn't covered under lemon law but is covered under magnuson-moss warranty act.the dealer is a representative of cub cadet and I feel cub cadet should make it right.I spent 5000.00 dollars on a unit that has had nothing but problems since I got it
Dear Mr. Smith; Thank you for choosing Cub Cadet for our outdoor power needs. your effort providing the information in your correspondence is appreciated. our records indicated we were contacted under case [redacted] regarding starting issues with model [redacted] and was...
referred to an authorized service center.Our records/recorded conversations captured indicated the servicing center reporting under the Cub Cadet warranty an issue with the battery which was replaced under warranty. We can not speculate where the issue occurred as our units are quality checked and driven off the assembly time at the time of manufacturing.Your unit has a separate warranty for the engine as outlined within your owners manual under the warranty. Our notes indicate the carburetor was cleaned, and continued to experience issues. Cub Cadet would not see the warranty in regards to this failure as it would have been directly addressed with the engine manufacturer.You had also indicated the unit sustained additional delivery damage, however it does not indicate if this was during shipping or delivery from the place of purchase. We have no recorded filings indicating the purchase was directly with the factory.If you could kindly provide a copy of your Proof of Purchase, we will be happy to look further into your concerns in order to provide guidance. Sincerely, Cub Administrator
From: Joel [redacted] Date: Tue, Aug 29, 2017 at 7:54 PM Subject: complaint [redacted] To: [redacted] the company has refunded my credit card for the double billing. Thank you
Dear Mr. [redacted];
In reviewing your complaint filed, we find that you contacted our with issues involving the Brake Actuator on your unit.
Inspection of your unit by an authorized service center found a pine cone was jammed in unit by the brake actuator and after removal of the object the unit...
operated as designed.
The said failure is not in the control or manufacturing of the unit in question. The warranty is specific to manufacturing defects.
Our calls are recorded, and while we understand your frustration, we pride ourselves on providing the best customer service with regards to our product and customers. There will be times when our decision may not be satisfactory to the end user.
We would like to offer a gesture of kindness on your behalf to pay for half of the cost associated with your unfortunate demise. Please provide a copy of the invoiced repair performed by the repair firm. Please confirm the mailing address we can send this reimbursement.
Sincerely,
Troy-[redacted] Administrator
Dear Mr. [redacted];
We appreciated your patience during our investigation into your recent complaint filed. We are sorry you have experienced difficulties with your Cub Cadet Unit. After full review of your incident, we have found that the unit model number you have supplied was never distributed in the ** and therefore, we had come to the conclusion that this unit must have been purchased in the states and then taken to the **.
We do not respond to international complaints for several reasons. However we were able to make a one time concession in your case and will be sending two parts to you directly, to address your unit. The original part numbers supplied by our agent were not valid for your unit model and production date and the failure described was specific to 1999 model production. Your Model is a 2015.
We will be sending two parts Listed Below at No Charge to the address supplied. Moving forward any additional work or parts must be addressed under the warranty provisions and guidelines, therefore, if your unit was purchased in the states, it will need to be returned to the states under the warranty guidelines to be addressed.
783-08656-0637 Clutch and Belt Keeper
954-04077A PTO Belt
Sincerely,
Cub Cadet Administrator
Dear Mr. [redacted]; We are sorry you are experiecing issues with your Troy-Bilt walk behind mower. We have reviewed your complaint and while we can see contact records made to Troy-Bilt in October of this year, we were unable to find any previous contact or records of...
warranty against this unit previously. Our records indicate multiple parts were sent out as a courtesy to you in October which were deemed to be incorrect, however after your ontact with us again on 10/27/2016 under your incideent 161011-001494 we then issued additional parts at No Charge that were sent directly to the authorized serviving dealer for installation. The unit being manufactured in 2008 is out of the warranty period by approximately 6 years. We feel we have made a generous attempt to satisfy your complaint based on the history and contact information on file. 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,Troy-Bilt Administrator
Dear Mr. [redacted];
We are sorry you have experienced issues with your MTD Riding Lawnmower. Our records indicate on three separate occasions under your incident [redacted] you were advised to have the unit taken to an authorized service center to diagnose if a manufacturing defect is...
present.
We have attached a copy of your owners manual. Please refer to page 36 for the warranty provisions that is provided for two years from the date of purchase for Manufacturing defects.
We have also listed a group of authorized service centers in your area below. Please have the unit seen by an authorized service center. If the repairs or Failures deem to be that of a manufacturing defect, the dealer will file the claim with MTD for full reimbursement of parts and labor.
Please be advised a refund is up to the original place of purchase on your unit as MTD did not sell the unit directly to you. Once the unit has been evaluated, please have the authorized service center contact us directly with your reference number [redacted] to discuss the units failures.WHITES SALES & SERVICE 10 WHITE DRIVE
FREWSBURG, NY 14738 (716) 569-2645 13.5 Miles ALLEGHENY POWER EQUIPMENT 12094 ROUTE 426
CORRY, PA 16407 (814) 664-9291 16.4 Miles CASSADAGA EDGE & ENGINE 7804 BARNUM ROAD
CASSADAGA, NY 14718 (716) 595-3206 17.5 Miles THE POWER SHOP 202 EAST MAIN STREET
FREDONIA, NY 14063 (716) 679-2265 24 Miles Sincerely, MTD Administrator
I am rejecting this response because: I do not have time to drive out to the repair shops to have them give me something to give to you. You should have their invoices by now so they can get reimbursed for their repairs. You can call [redacted] at [redacted] and [redacted] at [redacted]
I am rejecting this response because: I refuse to pay for an item that I've had all of 7 months, and is still under warranty. As stated in my earlier response I will pay to have it repaired myself, but by the time I finish putting my information on every site I visit you will wish you would have honored my warranty without me having to pay a penny. I am done with Troy bilt and rest assured I am going to make sure everyone knows how troy bilt honors their warranty, They Don't!!!!!!!!!!!!!!!!!!
Dear Mr. [redacted]; We are sorry to hear you have experienced an issue with your Remington unit. While we understand your frustration, the unit was stocked and sold by a company other than the manufacturing company of which we have no control. The battery...
replacement cost exceeds 75% of the replacement costs and therefore you would normally seek replacement thru the place of purchase. Proof of purchase is required, however, you may be able to provide that via a credit card statement or statement of account when you placed that purchase. If you are able to provide that substantiation, please attach to this complaint and we will be happy to assist with a full reimbursement as long as the unit is within the 2 year warranty period. Sincerely, Remington Adminstrator
I am rejecting this response because:I have literally 4 emails that I have sent directly to troybilt which every single concern, question and objective was completly ignored. The reason I use the word "Ignored " is due to the fact of receiving a response as you sent me prior to this response as I feel its auto generated. 1. Retail Center: They did not make a defective product, Troybilt did.2 Regarding Repair: I will not accept repairing a new Lawn Mower that was not ever used. If you are a person that would be okay having purchased a "dead on arrival" product with a repair versus a new replacement than so be it. 3. Attached is only a 3rd of Troy Bilt purchases, yet after accumulation of Receipts when A customer spent $$1 768.76 to the penny and now an issue arises nothing is done about it. well, I guess what is done about it is having to drive th3 lawn mower, drop it to off, go back and pick it up for repair is what I have to do and the reason is due to Poor quality control as if the mower went through the proper channels in quality control it ll would not have been placed for sale. 4 Keeping in mind that a Trimmer Plus had a recall that I did not elect to replace due to it actually causing an issue , which that is not something that relates to this, but the point is that maybe I will use the mower, something dangerous occurs that will lead to a recall on a large selection of mowers, 5 I know clearly that MTD is not accredited with the Revdex.com which is so obvious why, practically common sense why MTD doesn't elect to be accredited due to poor manufacturing, Poor quality products and one major reason is not standing behind the product they make. It's sad to say, As a small business owner if I had sold a product to someone that was defective on arrival I would want it back to evaluate the issue to prevent the issue from reoccurring. Unfortunately I will not accept taking a Brand new lawn mower that was defective since day one to a repair shop for repair, in the other hand I had indicated that I will purchase a new one from you which pick up the defective one than process a refund once you receive the defective product , that being denied shows alot about a company. I was not provided with a single option besides the one that you are informing me off. Obviously, I will continue using the Revdex.com until either you decide to close the claim as unresolved or my ethical request will be granted. Regardless on the decision made will only cause a next pursuit until I am treated as a paying customer should be treated
Dear Mr. [redacted]; I am sorry you were unhappy with our recent response. Our records indicate you placed an order with MTD for a belt and that belt was returned as it was the wrong belt for your unit as outlined within your owners manual. That same belt returned was credited back to your credit card in full on 08/19/2015 in the amount of $30.56. Other than this order, we have no previous history supporting an issue with your unit other than the normal wear and tear a belt will endure with your unit. If you have additional information other than what you have supplied our company, please provide the supported documents in order that we can make a proper assessment and assist with your complaint. Sincerely, Troy-Bilt Administrator
Dear mr. [redacted]; We are sorry you feel you are not getting the attention to your unit(s) as you deemed. Our records indicate you had two units with issues. We have provided full reimbursement for [redacted] under or reimbursement check...
#132995 in the amount of $138.29 whcih mailed from our banking institution on 10/27/2016. The unit addressed within this complaint is a fuel related failure outside the warrantable period. Our records indicate our agent agreed to send several parts out to you including a Carburetor and Spark Plug which should be shipped out shortly under your reference number [redacted]. 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. 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,Troy-Bilt Administrator