MTD Products Reviews (%countItem)
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MTD Products Rating
Address: 5965 Grafton Rd, Valley City, Ohio, United States, 44280-9329
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I paid for a lawn mower on May 6, 2020. The seller was directly for MTD Products,
P.O. Box 368022, Cleveland, OH 44136. The lawn mower information is as follows:
Yards Machines, serial # ***, Model # is 11A-A2S5700.
I've not been able to use this mower, since I unpacked it. The problem may be the gas cap not being vented. This mower stops after about 2, or 3 minutes of use. It does restart, but I must let it cool first; and, I must prime it again. I first reported the mower to MTD on Friday, May 22, 2020, and I was given an order # for the replacement gas cap, the order # is ***.
Unable to check the status of the order on-line makes me feel MTD is not serving customers well.
This morning a support representative also could not look at the order's status on-line, here is
part of the transcript of my call to MTD: "OKAY LET ME CHECK (HOLDING . . . MM KAY I'm ACTUALLY NOT SURE WHY the ORDER number IS NOT WORKING ON THE WEBSITE SYSTEM HONESTLY SO YOU MAY NOT BE ABLE TO CHECK THE ORDER THAT WAY BUT THE ORDER HAS BEEN PLACED AND IS IN THE PROCESS OF BEING SHIPPED TO YOU"
I can't check the order's status, neither can they do it, this is a major problem.
I would like to either get the mower fixed, replaced, or give me an order # for the replacement gas cap that I can check, via the MTD Web site. Per MTD, "Once fuel is put in the fuel system, it is considered "used", and is therefore non-returnable. Units that perform as designed are non-returnable, as they are now considered "used"*."
My lawn did not stop growing since I started having problems with the New Yard Machines lawn mower.
Dear Mr. F;
Thank you for choosing MTD for your outdoor needs. Our records indicate under your case *** you had contacted us via email 05/20/20 and our agent initiated a replacement fuel cap sent out under your order number *** a gas cap initiated on 05/22/20. My review of the order found an issue with the order and while it did not ship, We have initiated a new order sent overnight mail for delivery on Saturday, May 30th. Your Tracking number is *** and your order number is ***.
We apologize for your frustrations. Should you need any further assistance, as outlined within your warranty, we have listed several authorized service centers below.
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*** 7.49 Miles
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Sincerely,
MTD Products Administrator
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
To whom it may concern,
I purchased a Cub Cadet electric lawn tractor from Home Depot via phone call with their customer service. The mower failed to work on my first attempt using it. I tried to act in good faith and called the closest certified Cub Cadet repair shop. The mower has been at that shop for exactly one month and we have no resolution in sight. The shop doesn’t know how to fix it. They’ve never been trained on electric mowers. At this writing, I’ve been on hold with Cub Cadet customer service for 81 minutes and still haven’t spoken to anyone. I did speak with Cub Cadet customer service last week and they said the current repair shop should be able to fix it. They were not able to tell me where the closest shop with electric training is located.
Dear Mr.;
Please accept our apologies. We experienced an issue with the website to respond to you and unfortunately you had received someone else's response. We reported it quickly, unfortunately, you had already received and we were unable to retract.
We have been working daily with the repair firm that has your unit. They have performed a complete diagnostic of the electrical system and is currently working with our technician to reset the throttle calibration. I will continue to monitor this as I feel we are close to a resolution.
We appreciate your patience during this time, and certainly understand the frustration you have incurred. Returns and Exchanges are between the retailer and we are unable to assist in that area, However, we feel that have identified and are able to correct your issue.
Should you have incurred any lawn maitenance costs during this time, please respond with a copy of your invoices and we will be happy to reimburse you direct.
Sincerely,
Cub Administrator
Couldn’t get through on phone to find out when I was getting my part
Dear Customer;
I have performed a search based on your email, name and zip and was unable to locate an order placed with the information available. I was able to locate a Chat Transcript, but there was insufficient information within the context to assist. If you could provide your Com Order Number affiliated with your order, We will be happy to look into your request for information.
We apologize for the inconvenience you have experienced with our phone lines as we have experienced higher that usual traffic into our company. The best time to contact us is early in the morning . Our lines open at 8:00 Eastern. You can contact us at 800-800-7310. Your case number assigned is ***.
Sincerely,
MTD Products Inc.
We have a brand new Troy-bilt Bronco tiller we bought Sunday. It ran about 45 minutes, blew a seal, and leaked out every bit of gear oil. The gear oil is added before the machine is purchased, and we followed the operator's manual and checked the level of the gear oil prior to start up. We did everything it said to do. Once the machine has fuel in it, it "cannot be returned to the place of purchase" (*** in Knoxville,TN) for a refund or a replacement. I called the Troy-bilt customer service number, and they said I have to take it to an authorized service center an hour away for repair. That's 4 hours of my time in 2 trips for a machine that was defective from the manufacturer. I told them they need to send me a new tiller and come get this one, and the rep - of course - said I would have to contact the seller for that BUT that the seller won't replace it since it's had gas put in it. They also will release no contact information for a complaint. There was no way to know that Troy-bilt had put out a faulty product UNTIL it had fuel and was operational, but the condition of having fuel in it makes it ineligible for replacement or refund. It seems to just plain have been built hastily as it even appears to have two right tires. The tire on the left has the valve stem on the inside, something I cannot think of any good reason for. When I mentioned that to the customer service rep, he said that MAY be normal, he doesn't know, and that we would just have to take the wheel off to check the pressure. That can't be right.
Dear Mrs.;
Thank you for choosing Troy-Bilt for your outdoor needs. Thank you for your feedback surrounding your unit. Please refer to your warranty guidelines outlined within your owners manual. The unit will need to be taken to an authorized service center for repairs as previously disclosed in your conversation with our agent in your Case ***. Exchanges of product are conducted between you and the retailer.
We have provided several authorized service centers based on your zip code below. You may also contact the retailer whom the unit was purchased from to see who they take their equipment to under warranty.
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Sincerely,
Troy-Bilt Administrator
I purchased a Remington lawnmower August of 2019. Less than a year ago. We used it twice and stored it properly over the winter. We then take it out in March and it wouldn’t start. We called and waited on hold FOREVER over an hour to speak to a rep with MTD Products the warranty company for the lawnmower. The rep agreed w us that it sounded like an issue w the carburetor and gave us a recommended warranty repair location over 30 min from our home. It has been over a month and we still don’t have our lawnmower back because they denied the claim as “a fuel related issue” despite THEIR recommended repair location saying the carburetor was clean and there does NOT appear to be any fuel related issues. The carburetor is the issue. They submitted documentation to MTD stating this and spoke with them saying the same. I think it’s pretty crappy of a company to not stand behind their product even when the location they send you to is telling them it’s an issue with the carburetor not anything we did. I have called many times to warranty and there is always an EXTREMELY LONG hold time (over an hour and a half) as well as their chat option. In my opinion the long hold times are based on what I was informed by a warranty representative that ANY carburetor issues are listed as “a fuel related issue” and DENIED! Guess enough people had an issue with the carburetor they made it policy to blame the customer. NO ONE BUYS A BRAND NEW LAWNMOWER TO USE IT TWICE. It’s terrible practice to not cover a manufacturer defect when that’s what the warranty is for and based off of all of the reviews I’ve read the last few days that seems to be the case. I will be sure any further products I purchase don’t have MTD as the warranty company and if I miss that as soon as I see it in the manual I’ll be returning it. This has left a very bad taste in my mouth for your warranty processes!
Dear Consumer;
We appreciate your feedback. Our records indicate your unit was purchased 08/01/2019 and the warranty covers failures for manufacturing defects as outlined within your warranty. The failure outlined submitted by the authorized service center indicates the carburetor is not transferring fuel to the engine and while it states no signs of bad fuel or dirt issues, work performed on replacing the primer and gaskets indicate fuel related issues.
So if the carburetor is faulty and should be repaired...idk about you but any time anything I've ever had repaired had a gasket they generally replace it when they replace the part it's attached to so there isn't any issues with the product in the future as well sometimes the gasket becomes damaged when removing the part to do the repair. It seems this is just another way to not replace the carburetor that is the cause of the issues. A gasket cannot be more than a couple dollars. If that is what's keeping it from being done then I'll pay for the gasket. Though it's ridiculous for me to even need to offer to since that is generally the course of action for repairs. I still stand by I will definitely stray away from any future products that your company is the warranty for. This is completely ridiculous.
Ordered parts online and after waiting 7-10 business days as they said I received parts on 10th day to find out they sent wrong parts....called Customer service twice at 1-800-269-6215 and put on hold for an hour each with no answer....I even e-mailed them about issue and got a NO REPLY e- mail from them that said they would contact me....never did...anyway I want my money returned for I bought cause I ordered part from one of their vendors and had the right part the next day......so much for their customer service...
Dear Mr.;
Thank you for choosing MTD for your outdoor needs We appreciate your feedback. We apologize for the frustration you have incurred during these difficult times. We were able to find your email communication with our company, but were unable to find a order placed with us based on your contact information supplied in this complaint or the order number supplied.
If you could please verify the Order Number supplied, we will be happy to provide additional assistance.
Sincerely,
MTD Products Inc.
Consumer provided packing slip with requested information. (See files.)
Dear Mr.;
Thank you for supplying your recent correspondence with regards to your order. You account has been reimbursed in full $51.49 for the issues you have encountered. We have fallen short of your expectations and are truly remoresful for our shortcomings.
We are happy you were able to find a solution to your needs.
Sincerely,
MTD products Inc Administrator
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Thank You *** from the Akron Revdex.com for your help in this issue....Sorry MTD for having to go this route to get satisfaction....I was in business once upon a time and they always said...”make one customer angry..lose nine more”....hopefully you will do a little better with your Customer Service Dept....
On may 8th I placed an order ***
Why hasn't it shipped yet I'm getting pretty mad on waiting and when I'm calling them it take like almost an hour just to reach them
Dear Mr.;Thank you for choosing MTD for your outdoor needs. Our records indicate you placed a order with us on Friday, May 8th standard shipping and the order was delivered within the 5-7 business days on 05/15. We were unable to find where you placed a overnight shipping request for these parts under your Case ***.Sincerely,MTD Products Administrator
I am rejecting this response because:
I did get the mail but the frame for the bag for my mower was really damage (I understand that's not the company fault it's the shipping company missing items and all
Dear Mr.;
Please be advised your account was credited back to the credit card in the amount of $30.93 on 05/19/20 for the missing/damaged items that incurred during shipping. If there is anything else that you need assistance with, please feel free to contact our Customer Support Center at 800-800-7310.
We are truly sorry for your experience incurred and will be happy to provide any additional help you may seek.
Sincerely,
MTD Products Administrator
I placed an order on April 19 for a replacement part for my Cub Cadet tractor. On April 29, a package arrived from MTD. Inside the package was an order for a customer in Michigan. My part was not in the box. The Michigan customer’s contact info was on the packing list so I contacted him to see if by chance he received my order. Nope, he received a part ordered by a guy in North Carolina. Maybe there’s a problem in the parts warehouse, you think?
I’ve done two things. First, I called the 800 number on the packing list and spent an hour on hold with no answer. Second, the order for the Michigan customer was a couple of small parts. I repackaged them and mailed them to him myself.
I’ve called the 800 number three more times and have spent a total of two and a half hours waiting for someone to pick up my call. I’ve also spent over an hour and a half waiting for their website chat function to respond.
I certainly realize that these are strange times, but this complete lack of functional communications is irresponsible.
Dear *** We apologize foremost for your inconvenience. We have placed a new replacement order and it is being sent at No Charge to you today. We appreciate you choosing Cub Cadet for your outdoor needs. We have certainly had our challenges lately, and we appreciate your feedback. We have assigned a case number of ***. Please feel free to reach out to us with any further concerns.
Sincerely,
Cub Cadet Administrator
After sending my complaint on Friday afternoon, there was a response from MTD in my inbox at 7:30 Monday morning. The replacement part is being shipped today. Fingers crossed, hope it's the correct part. I'm pleased with the rapid resolution, but the lingering question is why doesn't MTD put all of this Revdex.com response effort into their actual customer service interface so problems like this can be easily resolved without escalation and angering customers. It can't be all that difficult.
I purchased 2 sets of riding mower blades from Cub Cadet and never recieved them. I recieved a email from UPS that the package did not have contents and sender ( Cub Cadet ) would be notified. I went on line and called about the shipment and they said no return of money until they get mow blades back. They were lost in transit, I never recieved them but they keep my money.
Thank you for choosing Cub Cadet for your outdoor needs. Our records indicate by the tracking that your shipment of blades sustained damaged during the course of shipping via UPS. Your account has been credited in full $51.48. This may take one to two billing cycle based on your credit card policy.
We appreciate your feedback and apologize for the inconvenience you have encountered. Should you choose to place a reorder in the future, we can be reached at 1-800-269-6215. Please reference your case ***.
Sincerely,
Cub Cadet Administrator
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Have a Craftsman/MTD mower less than a year old that won't start. I have been trying to find one of their authorized service centers. They have not responded to emails for over a week. On the phone I am on hold for over an hour. Even their autobot on the phone to find a Center gets lost in an endless loop of gibberish. All I want is the location of a repair place!! Geez. Never again.
Dear Mr.;
Thank you for choosing Craftsman for your outdoor needs. We appreciate your feedback and take shortcomings seriously. We apologize foremost for your frustration you have encountered as we have had experienced issues with our automated process for locating an authorized service center.
Your warranty is valid for two years from the date of purchase for any manufacturing defects that may arise and we have supplied several authorized service centers below. We have created a case number for you and the service center should they need to contact us again. Your case number is ***.
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Sincerely,
MTD Products Administrator
I bought a lawn mower from Menards. It is still under warranty and they refuse to take it back. I have contacted MTD numerous of times only not hearing back from them. The rep answering the phone said she has sent many emails regarding this and for someone to get back to me. No one has contacted me as of yet.
Hi ***; We thank you foremost for choosing Craftsman for your outdoor needs. The warranty is outlined within your owners manual. Exchanges and Refunds are handled between the store and the consumer where it was purchased. You can contact us directly at 800-269-6215 to talk to one of our associates if you in need of a authorized repair firm. Please reference your case ***.
Sincerely,
Craftsman Administrator
They refused to take it back. It is under warranty and I took it to my mechanic since I did not get a response. It was found to have metal shavings in the engine which was plugging up the carb and that is the reason it would not start. I did not have the means to sit and wait for your company to answer me. My mechanic works on MTD products all the time. And try calling that number you provided. No one answers nor does your online chat work. I sat over 3 hrs on hold at the number and over an hour waiting for someone to help me. This will be the last product that I buy from your company. They use to be a good product but not anymore. I am now stuck with a bill and it is your company's fault. Now what? Are you going to pay the bill?
Contacted this company with two e-mails asking for a resolution, April 30th case # *** no reply,contacted again May 1st no reply contact, case # ***. Contacted the company through Facebook messenger - no reply.Telephoned their customer service May 4th on hold for over 30 mins, no option for callback had to hang up. Troy Bult pressure washer Model # 020568 Serial # ***. . Admittedly it was purchased on or about 2016 from Lowes in Alaska but this machine has less than 15 hours on it and it has a split running along the aluminum in the pump next to the soap dispenser. It is a flaw in the manufacturing and I have photos that clearly show this defect in the manufacturing
Dear ***;
We apologize we have not had the opportunity respond to your emails concerning your Troy-Bilt Pressure washer manufactured by Briggs and Stratton.
We have seen a extreme increase of communication which we would not normally see due to the Stay At Home mandations across the United States. We apologize we have fallen short in responding to you.
Based on the information supplied the Troy-Bilt Pressure washer is not a product manufactured by MTD Products. For any issues you will need to contact the manufacturer directly at Briggs & Stratton. The phone number is 1-800-743-4115.
Sincerely,
MTD products Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
The way the Revdex.com is set up it lets this type of nonsense pass
No choice there are three companies involved, MTD purchased Troy Bilt then Briggs and Stratton are also involved , three companies making one machine and they pass off this to each other.so that the customer has to chase all three until lone admits. Will never purchase anything from any of these entities being it they are running a scam.MTD did never state why they did not return two inquiries just "nothing to do with them"sucks !
Ordered Blades for my SUB ZERO LAWN MOWER.
CANNOT GET a hold of them, they are not answering phones.
Took weeks to get them to answer.
Got a package , opened it, was wrong item.
Called them again, being on hold for over 5 hours at a time
Finally, Got a person who gave me a case number ?? a week ago. and a shipping label I expected last Wed. April 29.
I was to have gotten a return shipping label by now.. so I called, waited for hours , no one answered, was put on hold ?
So I called corporate office, they answered, Lady took my phone numbers, and said some one would call, but no clue when?
I need a shipping label. I am leaving town.. Now this is ridiculous, when they have 6,800 customers.
I want a shipping return label, and my credit card credited for the full amount.
I now have called my credit card company to dispute the charges..
Dear ***
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We want to foremost thank you for choosing Cub Cadet for your outdoor needs and apologize for the inability to get thru our lines. We have experienced an unexpected volume of communication as a result of the Mandatory Stay At Home instructions across the United States
Please be advised your order placed on line 04/27/20 for a belt under *** was cancelled. It was neither shipped or charged to your credit card.
We see that you placed an online order for 3 blades under PO ***. The return instructions should be located on your packing list provided at delivery. Please return incorrect blades to the address below. Once received your account will be credited accordingly. Please be certain to include a copy of your packing slip and reference your case ***.
MTD Shelby Operations
305 Mansfield Avenue
Shelby, OH
MTD does not respond to Consumer communication. Ordered some parts one week prior. Called their number for Customer service on what is the delay, one week later. No response, just log in online. Did that and their site is very bad for Customer support. Typed in the Order number, the site could not find, just that it had not been shipped. I finally was able to purchase the parts locally so I could repair my equipment. I wanted to cancel my order from them.
Then I received the extra parts after that I originally ordered from MTD. So basically I am stuck with extra parts for my equipment. Finally got a hold of someone in Sales and they suggested to send them back and I would be refunded the amount. I DO NOT TRUST MTD, and decided to keep the extra parts now. But I will never purchase anything online from MTD ever again.
Dear Sir;
Our records indicate a order for parts was placed online on 04/20/2020 for two belts. The belts delivered on 04/29/20 by your local post office with the 5-7 business days. Any returns can be directly returned by you to MTD Shelby Operations, 305 Mansfield Avenue, Shelby, OH 44875. Once the parts are processed a credit for parts and any applicable tax charged at the time the order was placed will be reimbursed. Your Case Number is ***.
We apologize for the inconvenience you have encountered. Due to the Covid Mandatory Stay At Home Policy, we have incurred a higher than normal volume of calls and contacts.
We appreciate greatly appreciate your feedback.
Sincerely,
MTD Products Inc.
I purchase two items from them. The original order *** and I received ONE out of two items. I contacted them and they would send me the correct item that was missing from the original order. The second order *** and I still have not received the missing item.
Dear ***
We appreciate your recent feedback concerning your recent parts order placed online. In looking at your original order, the tracking number feedback from UPS notes a delivery occurred on 04/19/20. UPS did not inform us of any shortages at the time of delivery.
Please understand we are not questioning if you received, and just want to make you aware we count on UPS to notify us of any issue in order that we can address in a timely manner and can provide that feedback to our customers.
We show that the Agent you spoke to did place a reorder at no charge on 04/20/20 for the missing control cable, however, We have just been made aware that a system issue occurred on some shipments on that day and this has not shipped to date.
We understand your frustration, we apologize for our shortcoming during this experience . We have credited your account today in the amount of $4.85 + tax $.42 = $5.27. Should you receive the part once the issue has been resolved and updated. Please keep as our token of appreciation and apology for your frustration.
Sincerely,
MTD Administrator
I am rejecting this response because:
There was two Order numbers. WHICH MEANS TWO DELIVERIES.
Dear ***
We are confused by your response. Your Original order was short one item and we have credited back your credit card for that part number that you were shorted by from the shipping company. A Reorder was placed and sent at No Charge by our agent. The No Charge order has not shipped to date due to an issue found within our system. We are working to correct this issue and allow the part to ship.
We have credited you based on your request. If there is something we are missing, please let us know.
Sincerely,
MTD Administrator
I am rejecting this response because:
YOU GUYS SCREWED UP THE ORIGINAL ORDER. THE ORIGINAL ORDER ***.
Fact 1- I ordered 2 items.
Fact 2- I received 1 item out of 2 confirmed items.
Fact 3- You intentionally shipped out 1 of 2 items. I don't care if it was system error or it was human mistake. YOU SCREWED UP.
Fact 4- On 4/17, I CONTACTED YOU to find out where and why the 2 item was not included in the original order.
Fact 5- On 4/20, I get an email notification of a second order *** BUT the item was NOT shipped yet. I NEVER got a shipping notification.
Fact 6- On 4/29, I contact you guys AGAIN to ask about the item. SINCE IT WAS NEVER SHIPPED as it should have been on 4/20.
Fact 7- During the 4/29 conversation, I was given a UPS tracking *** WHICH IT STILL HAS NOT BEEN SHIPPED YET.
I dare you to dispute any of those facts and provide FACTUAL information to help your argument.
Blower bought at pace fl not operational tried to contact. Mtd. Phone and chat no answer
Dear ***
Thank you for taking the time to contact us, we apologize we have not been able to review the contacts made 04/13 & 04/14. We have initiated a case under your name under ***.
The model and serial number referenced represent a walk behind mower and not a blower as described in your contacts.
Please refer to your owners manual surrounding warranty of your item. The unit will need to be taken to an authorized service center in your area to determine the failure involved.
We have listed several in your area below based on your zip code supplied. Should the repair firm chosen wish to contact us, they can reference your case number noted above.
THE LAWNMOWER & GENERATOR REPA 3695 BERRY HILL ROADPACE, FLORIDA 32571 (850) 995-1672 12.54 Miles
A-1 SMALL ENGINES 700 HIGHWAY 29 SOUTHCANTONMENT, FLORIDA 32533 (850) 968-5396 20.77Miles
BELLVIEW SMALL ENGINE REP 6248 MULDOON ROADPENSACOLA, FLORIDA 32526 (850) 455-8700 23.17Miles
Sincerely,
MTD Administrator
I purchased a trimmerplus attachment from Amazon. Trimmerplus has multiple attachments to complete multiple yard tasks.The products are pretty simple in that they slide in/out a standard trimmer shaft. The problem is that while the attachment I used, the trimmerplus brush cutter, slid in and operated perfectly, when it came time to slide it out it wouldnt budge. I contacted the number listed and was told to, "take it to the shop" -I wasn't offered any kind warranty claim. I asked which shop I should take it too and was assured I could "find some local shop," I was expected to pay out of pocket. The rate I was quoted to get this problem resolved was $90/hr plus parts. A replacement trimmer costs $119. When I explained that I shouldnt have to pay for their shoddy product the customer service person said "theres nothing I can do," "you can try some WD40." I contacted Amazon who refunded me the purchase price. However this doesnt resolve the problem as I am out a $119 trimmer. The attachment had to be cut off and has rendered my trimmer completely useless. Additionally I purchased a trimmerplus pole saw attachment that I didnt even have a chance to try and wish to return however, apparently even under theses circumstances, returns arent accepted. This isnt Russia or China -I shouldnt loose time and money because an American product damaged my equipment. I have weeds growing up all around my lawn and I cant even take care of them. This is ridiculous.
Dear ***
We appreciate your recent feedback surrounding your product and thank you for choosing MTD for your outdoor needs. Under the warranty, the unit must be seen as communicated under your case *** on 03/26/20 by an authorized service center. Had the unit been taken to the authorized service center as required and communicated, the service repair firm would have followed the guidelines and submitted the claim accordingly for both parts affected if necessary. Had the repairs exceeded the replacement cost of the unit and attachments, you would have been referred back to us for a full refund.I have listed the authorized service centers in your area below in order that we can move forward. If you could please refer them to your case number *** we would appreciate it. Please respond to this complaint with a copy of the proof of purchase for the unit. Sincerely,MTD Administrator
WHITE OAK MOWER SHOP LLC 3590 BLUE ROCK ROADCINCINNATI, OHIO 45247 (513) 385-4397 ***
COTTINGHAM TRUE VALUE INC 8235 ALEXANDRIA PIKEALEXANDRIA, KENTUCKY 41001 (859) 635-2111 ***
GODBYS LAWNMOWER SHOP INC 4133 RICHARDSON ROADINDEPENDENCE, KENTUCKY 41051 (859) 525-8044
I am rejecting this response because:
"...the unit must be seen as communicated under your case *** on 3/26/20"
What? I didnt receive a "case" number ...as I already stated in this complaint. I received nothing but "theres nothing I can do." I would LOVE to hear a recording of the call where this supposed "case" number and information about any "authorized service center" was provided. If this information were "communicated" I wouldnt have a need to file this Revdex.com complaint. What Russian/Chinese corrupt business model is MDT following here? UnAmerican.
What I need is an actual case number to take MY property -which MTD damaged -in to your "authorized service center" to have repaired or a check for its replacement. As I stated in my complaint I ALREADY SENT MTDs FAULTY, DAMAGING EQUIPMENT BACK. Im happy to provide the purchase receipt from Amazon.
Again noting was "communicated" to me. I dont know where this "case" number came from -maybe Russia -and I need an authorization to have MY PROPERTY restored to its former function...you know like a good American company would have done without question back when America was "great."
Dear ***
We would love to be of service, and understand your frustration. However we got the impression while you were reimbursed for the Attachment from Amazon, the Trimmer was damaged as a result of you being unable to disassembled.
We would like to be able to assist you. As outlined in your owners manual, instructions for obtaining warranty is outlined. If you would kindly supply a copy of Proof Of Purchase for the items mentioned within your complaint. Your Case number is *** and all calls are recorded.
We are sorry you feel you have not had a great experience, we would like to provide a solution.
Sincerely,
MTD Administrator
I am rejecting this response because:
Attached are proof of purchase for both the Brushcutter and so far unaddressed polesaw.
Im glad calls are recorded. I suggest the call be reviewed because it will be clear that when I called for assistance I was given NOTHING. Your initial response CLEARLY indicates you believe or were led to believe I was provided all the detail I needed including a case number and information about authorized service centers. Listen to the recording. While MTD may want to hang its hat on the "fine print" of some warranty documents -the customer service number was on the actual tool. This is the number I used to resolve the issue and the "service" I got wasnt -"refer to your warranty card", or here is a case number and these are the authorized service centers I was told "theres nothing I can do" and "take it to the shop," and "you can try some wd40." Listen to the recording.
I did "try some wd40" the brushcutter would not release. In fact, as I stated, the burshcutter had to be damaged ie cut off of the trimmer. Part of the the brushcutter is still lodged in the trimmer to the point that the trimmer will need to be completely disassembled to remove it and may need parts replaced due to damage caused by brushcutter. Had I been offered a option to take the attachment in to an "authorized service center," I would have. I was left to fend for and PAY FOR a fix myself. I went out and purchased the WD40.
Listen to the recording.
Again I was not provided a case number or ANY information regarding service centers or EVEN the suggestion that I review the warranty information. This *** case number was communicated to me for the FIRST time on this date.
My desire to return the polesaw also needs to be addressed.
Dear ***
Thank you for supplying the requested information. I would like to initiate a full reimbursement for the Polesaw based on your invoice in the amount of $128.34. Prior to initiating the reimbursement I would like to verify the mailing address for the Polesaw. While your address noted within the case may be the address you receive mail, we need to verify this is where you receive mail.
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,
MTD Administrator
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I purchased a craftsman riding mower from Lowe’s in may of2019. I used it 4 times on my lawn and it broke down I contacted craftsman warranty at 888-331-4569 and they told me to take it to White House small engine in TN. Ph.# 615–672-3373. I did so and they kept it from late July to the middle of September. 10 weeks. When returned to me the mower was stalling ...shutting off constantly. I called craftsman again and explained that I believe this mower is a lemon and I would like a new one or refund. They insisted I use the same company for repairs so I did. This time they had it for 5 weeks. It was not returned to me until November when the grass here does not need to be cut , but it started up fine. Now this spring , the first time I use it to mow , it is stalling and cutting off. The exact same thing. Note:fresh gas each time. I have zero confidence in both companies and cannot be without a mower again this year. I am looking for replacement or refund. Thank you for your help in this frustrating matter. Dave
The serial number of the mower is
Dear ***
Thank you for choosing Craftsman for your outdoor needs as well as your feedback surrounding your unit. Our records indicate the initial warranty consisted of a Cable replacement on 07/26/2019 which was repaired on 09/03/2019 and submitted under warranty.
In talking to the repair firm, the second failure involved loose battery terminals, valve adjustment and a incorrect fuel filter that was found on the unit. No warranty was submitted as failures were not covered.
We are sorry to hear you are experiencing additional issues and your unit does come with a two year warranty as outlined within your owners manual for manufacturing defects. The service centers are not a direct entity of MTD Products and experience higher volumes at different times of the year. We have provide several options below for your unit to be reviewed and determined for manufacturing defects.
Please be advised exchanges must be discussed and handled via your original place of purchase as previously outlined in our conversation with you on 11/19/2019 under your case ***.
WHITE HOUSE SMALL ENGINE LLC 434 NORTH PALMER'S CHAPELWHITE HOUSE, TENNESSEE 37188 (615) 672-3373 3.00 Miles
SPRINGFIELD ELECTRICAL & PLUMB 3573 TOM AUSTIN HIGHWAYSPRINGFIELD, TENNESSEE 37172 (615) 384-0485 10.28 Miles
COUNTRYSIDE OUTDOOR POWER EQUI 5743 HIGHWAY 161SPRINGFIELD, TENNESSEE 37172 (615) 384-7660 14.82 Miles
Sincerely,
MTD Warranty Administrator
I am rejecting this response because:
It took the repair company 10 weeks , not five or six weeks to return the mower to me the first time it went in. It went in for a simple pto cable replacement. It came back after 10 weeks in bad running condition. They took it back the next day to fix this issue. I didn’t get it back until after November 19, it went in initially on July 28. They claim , when it went in for the second time....loose battery terminals, a valve adjustment , and incorrect fuel filter on a mower that was used four times since bought new at Lowe’s. Just does not make sense. All I’m asking for is for them to make good on a mower I paid 1700.00 for and only used four times in almost a year now. They claim I was told to go to Lowe’s (in case number*** ) and ask Lowe’s to return it. I would have done so. Also when I made the purchase from Lowe’s , they said it had a 3 month return exchange policy. This was beyond that time frame. Thank you for your help. ***.
Dear ***
Please follow the instructions previously laid out. In order to be of assistance at this time the unit will need to be seen by an authorized service center provided. If you accumulated and charges, please provide copies of those invoices for further review and consideration.
All returns are strictly between you and the retailer whom you purchased the unit from.
Sincerely,
Craftsman Administrator
I am rejecting this response because:
Craftsman administrator
I will make the attempt to return the mower with Lowe’s. When I purchased it they told me it was a three month warranty. With the Covid epidemic ongoing at this time , I’m not sure they will be able to speak with me in person , nor am I sure I want to expose myself. I will attempt it since you say it is necessary. Taking it to White House small engine is not an option for me. I have explained to you the horrible experience I had there. The other two are much farther from me and I have no trailer or truck to haul it there to clarify , if I am charged for pick up and delivery ,you are saying that would be an expense incurred that would be reimbursed. Correct? Also , if they hold It at their shop for ten weeks as they did last time , that would be about five or seven cuts on one and a half acre of grass. Are you saying I would be reimbursed for those cuts? This has gotten beyond ridiculous I had two craftsman riding mowers prior to this and got 15 plus years Each out of them.This one has lasted for four cuts in almost a year.
We took the log splitter into the shop, Faitella Enterprises, in Fort Pierce, FL, because the control handle of the log splitter failed to automatically return to the neutral position as it should and could fail to stop the splitting wedge from moving forward, posing a risk of amputation to consumers' hands and fingers. Also, the splitter failed to split wood. While Faitella Enterprises was diagnosing the issue, they found that this particular issue had a recall. When I called MTD, they directed me to take the log splitter to Crump's Lawn Equipment Center, Stuart, FL, as they were an authorized dealership to do the recall. Please note that when I called MTD, I went over the serial number, etc., and MTD stated that this was a recall issue. When I went to pick up my log splitter at Crumps, they advised me that this wasn't under the recall and I was charged $404.70 PLUS I was charged from Faitella Enterprises $85.60 diagnostic fee for a total of $490.30.
Dear ***
We have reviewed your complaint and apologize we were unable to provide the solution you were seeking. Based on the model and serial number of the unit provided within our Case *** we find that your unit does not fall under the Recall. The pump and valves have a one year warranty from the date of purchase.
In many cases the consumer may have purchased the extended warranty provided by the retailer. If this is the case, you will have to follow up directly with the source of purchase as they are not governed under MTD nor a subsidiary.
Please refer to your owners manual which we have attached a copy where it states under our warranty consideration the unit must be diagnosed by an authorized service center prior to consideration for manufacturing defects.
Please attach a copy of invoices pertaining to the diagnosis fee charged for further consideration surrounding that charge.
Sincerely,
MTD Administrator
I am rejecting this response because:I took this splitter to Faitellia Enterprises they called me and told me that I needed to contact MTD that this unit had a recall on it when I contacted MTD I gave the gentleman I originally spoke to the model and serial number I repeat I gave him the model and serial number he told me it was covered under warranty and I needed to take it to a couple authorized dealers near me I did I paid my diagnostic fee it went to Crumps, Crumps called me and said it’s not covered. I feel like I’ve been jerked around Crumps replaced the handle valve which was the original reason I took it in there was a problem with this valve and I don’t think I’m being unreasonable pay for the part at least something or this will not be resolved.
Dear ***
Our offer was outlined. If you wish to take advantage of that offer, please supply the required invoices. We will not be responding to any issues outside of the warranty or recall that was out there on units that did not involve your unit.
Sincerely,
MTD Warranty Administrator
I am rejecting this response because:
Please read my response again. MTD's representative stated that this was covered when I spoke to them and I provided to the gentleman the model and the serial numbers and he said that this was covered and I needed to take it to an authorized warranty service facility to be repaired. I still have not been able to get the name of the original person that I spoke to due to 'privacy conflicts' on MTD's side.
Let me reiterate that the original reason that I took it to the shop was that the handle was snapping back before it retracted. And even though it may not fall in your 'category', it was extremely dangerous.
At this point, you didn't offer anything. You asked me to send you in a receipt. You stated that it would be considered.
Pay me for the diagnostic fee and the part and we will call it a day. If not, this remains unresolved.
The worst lawnmower and customer service EVER!!!
I purchased this mower less than a year ago. Used it twice and now it will not start. Everytime I have called Craftsman customer service they tell me it is not their problem and I should clean the carburetor or take it to a repair facility (even though there is not one in my city) When I asked to speak to a supervisor I was told they would say the same thing. I stated I wanted to speak to one anyway, in hopes that Craftsman would care about its customers. The rep cam back on the line and said they were all busy (how convenient) I left a message and highly doubt I will receive a call back or that Craftsman will make it right. If you back your product like you say you do, I should be able to go to a retailer that sells this lawn mower and return it for a working one , since I have the receipt. Customers should not have to travel to other cities for warranty work and then wait for weeks, etc. I have now taken more time out of the day trying to get Craftsman to make this right then what the lawn mower is worth. I will never purchase another Craftsman again. Poor quality, poor customer service and an overall dissapointment. If you believe in your product so much, you should back it up!!!
Dear Customer:
We are sorry you are not satisfied with the solutions provided to you. Your Failure is Engine related and carries a separate warranty. Several Repair firms were recommended. We also advised that Lowes can contact us directly for a Return Authorization. Your participation is necessary to provide a solution. Please be advised all calls are recorded and your Case number is ***.