MTD Products

I am rejecting this response because: I was also told that they may be able to extend the warranty for one more yearThe mower came with a year warranty, but most of that has been in the repair shopI would accept the $plus the extra extended warranty

Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ Dear Mr***; 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 warehouseOur records indicate a complete refund including the shipping was made in the amount of $on 05/12/to your credit cardThis 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/was sent out with waived standard shipping along with a 10% Discount in the amount of $a savings of $ Our records indicate you have received your belts from the re-order which delivered on Friday, May 15thWe 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 $ 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 meAs of yet the order to cover the labor of the repair has not been sent to the dealer

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 year warranty periodSincerely, Remington Adminstrator

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

Dear Ms [redacted] ; We are sorry to hear you have experienced issues with your [redacted] ***MTD does manufacture some units under this product name, however, without a Model and serial number, I am unable to verify if this unit is manufactured by our company We assure you that we do not charge for technical or customer service adviseYou can reach our Customer Service Line at [redacted] 8:AM - 5:PM Eastern TimeAfter this time we do route our calls to our central distributor located in TexasWe have assigned Case [redacted] to your concern In order to provide some direction, we will need the factory model and serial number of your unit to verify you are trying to reach the correct manufacturer of this product Once we have received the information requested, we will be happy to direct you to the closest repair facility in your area to review the unit and determine the cause of failure Sincerely, MTD Administrator

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 $ 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 yesterdaySincerely, MTD Administrator

Good Afternoon ***: Thank you for choosing Troy-Bilt for your outdoor power needsPlease 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 factoryPlease 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

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

Dear Mr***; 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 $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 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 We hope that our decision and explanation will be reviewed objectively Sincerely, Cub Cadet Administrator

Dear Mr [redacted] ; We are sorry to hear you experienced issues with your Troy-Bilt self-propelled mower model 12A-A2BU Our warranty is outlined within your owner’s manual All repairs/failures must be reviewed by an authorized service center under the warrantyThe 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 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 $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 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 explanationSincerely, Troy-Bilt Administrator

**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 [redacted] to help Once I have additional information at hand, we will respond Sincerely,Cub Cadet Administrator

Dear Mr [redacted] ; We have reviewed your complaint in conjunction with our notes on fileWhile 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 ($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 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 Cub Cadet Administrator

Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ Dear MrW [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 reviewOnce 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 [redacted] Please refer to your Case [redacted] Initial Consumer Rebuttal / [redacted] (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 / [redacted] (4000, 10, 2016/01/12) */ The following was sent to Revdex.com Via this website on 01/05/- The consumers recent response indicates they have not heard from us- Please share this information with the consumer Dear MrW [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

I am rejecting this response because: I refuse to pay for an item that I've had all of months, and is still under warrantyAs 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!!!!!!!!!!!!!!!!!!

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

Dear ***: We are sorry to hear of your recent issue with our unitOur 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- ***- 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 productsThis 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***; 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 questionThe 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 customersThere 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 demisePlease provide a copy of the invoiced repair performed by the repair firmPlease confirm the mailing address we can send this reimbursement Sincerely, Troy- [redacted] Administrator

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

Dear Mr [redacted] ; We are sorry to hear that you have experienced issues with your mower Model 13AN77KGwith 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/which was returned because it was the incorrect belt and credited to your account on 10/19/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 complaintYour warranty outlines the warranty specific to Belts which are a 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