MTD Products

Dear Mr***; 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 necessaryWe certainly expect our equipment to operate for a number of years before requiring unusual or expensive maintenanceOur 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 ownerPlease review the warranty statement in the product operator's manual for further details We apologize for any inconvenience you have experienced in this matterSincerely, Cub Cadet Administrator

I am rejecting this response because: this company has zero customer service skills They say they tried to address my issue vie facbeook Why not try to address the issue during the two telephone calls that I had with them before Facebook?Further, as others have noted on their community Facebook page- Troy B [redacted] quickly removes any negative postings about their products In fact not only did they remove my posting, they blocked me from their Facebook page, yet they tell you that they tried to resolve my issue via Facebook.Based on my call with one of their reps this morning, the only reason the key was sent out was because I complained to the Revdex.com (Kudos Revdex.com!) Yet last week when I wanted a key overnighted, it was not possible Complain to the Revdex.com and it suddenly becomes possible.Lastly- this company is so screwed up, yet a different rep called me this afternoon Completely unaware that they shipped me a key for deliver this morning, Troy B [redacted] now wants to send someone to my house to pick up the unit It was obvious that Dan, the team lead, did not know what was going on Based on my suggestion, he took minutes to read all of the notes and than called me back.Dan himself said he would not have handled this issue the way it had been handled Based on my experiences, he said if he was me, he would not do business with Troy B [redacted] (and since Ohio is single consent state, I have all this recorded)I have spent considerable amount of time of this issue and Troy B [redacted] has multiple people dealing with the issue and they are not talking to each other!

the following was responded to and your response is below: RECEIVED THE FOLLOWING FROM Revdex.com:This message originally read on 9/5/[redacted] ***Re: ID # [redacted] - MTD Products, Inc.Dear [redacted] ,We have not received your response to confirm this complaint has been resolvedTherefore, 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] (8/24/1:PM)Customer Revdex.com ComplaintEdit|Del|Make PublicCreated By: [redacted] (8/24/1: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-A2BUOur warranty is outlined within your owner’s manualAll 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 unitWe were able to find an authorized repair firm within 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 warrantyWhile the issue outlined indicates there may have been a slight assembly issue, we would be happy to reimburse you the $requestedPlease 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 needsWe are most often able to determine a compromise that is both satisfactory for our customers and meets industry standards for acceptable customer service practices or policiesOne approach we utilize is to gather all pertinent information, evaluate the information, and then make a determinationWe understand that extenuating circumstances may occur and we will do our best to determine a fair and just solution for your customer service or product inquiryWe appreciate the opportunity to review our customer’s opinion of this decision and for giving us the opportunity of offering an explanation.Sincerely,Troy-Bilt 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/under your incideent 161011-we then issued additional parts at No Charge that were sent directly to the authorized serviving dealer for installation The unit being manufactured in is out of the warranty period by approximately 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 needsWe are most often able to determine a compromise that is both satisfactory for our customers and meets industry standards for acceptable customer service practices or policiesOne approach we utilize is to gather all pertinent information, evaluate the information, and then make a determinationWe understand that extenuating circumstances may occur and we will do our best to determine a fair and just solution for your customer service or product inquiryWe appreciate the opportunity to review our customer’s opinion of this decision and for giving us the opportunity of offering an explanationWe hope that our decision and explanation will be reviewed objectively.Sincerely,Troy-Bilt Administrator

Dear 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/conversationsSincerely,Troy- [redacted] Administator

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/at 4:PM under our Order number [redacted] Our records indicate you made an On-Line Purchase of part 783-07208A-Hitch Plate for the fender on 09/10/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 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 needsWe are most often able to determine a compromise that is both satisfactory for our customers and meets industry standards for acceptable customer service practices or policiesOne approach we utilize is to gather all pertinent information, evaluate the information, and then make a determinationWe understand that extenuating circumstances may occur and we will do our best to determine a fair and just solution for your customer service or product inquiryWe appreciate the opportunity to review our customer’s opinion of this decision and for giving us the opportunity of offering an explanationWe hope that our decision and explanation will be reviewed objectively 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] ***Sincerely, Troy-Bilt Manufacturing Administrator

Dear Mr [redacted] ; We appreciated your patience during our investigation into your recent complaint filedWe are sorry you have experienced difficulties with your Cub Cadet UnitAfter full review of your incident, we have found that the unit model number you have supplied was never distributed in the [redacted] 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 reasonsHowever we were able to make a one time concession in your case and will be sending two parts to you directly, to address your unitThe original part numbers supplied by our agent were not valid for your unit model and production date and the failure described was specific to model productionYour Model is a We will be sending two parts Listed Below at No Charge to the address suppliedMoving 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-Clutch and Belt Keeper 954-04077A PTO Belt Sincerely, Cub Cadet Administrator

Dear Mr [redacted] ;We appreciate your feedback, to date, we have not had a formal warranty claim filed by the servicing dealers in questionWe 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 inconvenienceThis would be based on the findings, and the time reflected while the machine was in the independent shopsThis 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 forwardWe have put in a check request in the meantime for the $inconvenience fee on the lawn mowingThis check will disburse from our banking institution on 08/16/2017.Sincerely,MTD 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

I am rejecting this response because:I have literally 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 Retail Center: They did not make a defective product, Troybilt did 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 Attached is only a 3rd of Troy Bilt purchases, yet after accumulation of Receipts when A customer spent $$to the penny and now an issue arises nothing is done about itwell, I guess what is done about it is having to drive thlawn 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 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, 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

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 $sales tax, is better than being out the total $and having a mower that does not work as I have proven in the video that was sent to Troy-Bilt

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 suppliedOur 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] , [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

I am rejecting this response because: From: Jeff [redacted] < [redacted] > Date: Mon, Mar 20, at 11:AM Subject: Re: You have a New Message from Revdex.com Serving Akron Ohio, Complaint # [redacted] To: Revdex.com 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 problems with the unit since I got it in 11-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 dollars on a unit that has had nothing but problems since I got it

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

Initial Business Response / [redacted] (1000, 5, 2016/04/29) */ Dear MrG***; We have reviewed your complaint and are sorry to hear of your issues with our unitOur records indicated your wife contacted us on 04/27/at which time she was referred to a local servicing shop below: [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 East Choctaw Chickasha, OK 405-224- 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 failureWe hope that you will allow us the opportunity to renew your trust Sincerely, Cub Cadet Administrator

Dear Ms [redacted] ; Thank you for your recent documentationWe 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 Mr [redacted] ; We are sorry you have experienced issues with your MTD Riding LawnmowerOur 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 manualPlease refer to page 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 belowPlease have the unit seen by an authorized service centerIf 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 WHITE DRIVE FREWSBURG, NY (716) 569-Miles ALLEGHENY POWER EQUIPMENT ROUTE CORRY, PA (814) 664-Miles CASSADAGA EDGE & ENGINE BARNUM ROAD CASSADAGA, NY (716) 595-Miles THE POWER SHOP EAST MAIN STREET FREDONIA, NY (716) 679-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 youYou should have their invoices by now so they can get reimbursed for their repairsYou can call *** at [redacted] and [redacted] at [redacted]

From: Joel [redacted] Date: Tue, Aug 29, at 7:PM Subject: complaint [redacted] To: [redacted] the company has refunded my credit card for the double billing Thank you