MTD Products

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 #in the amount of $whcih mailed from our banking institution on 10/27/ 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 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 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 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