MTD Products Reviews (%countItem)
View Photos
MTD Products Rating
Address: 5965 Grafton Rd, Valley City, Ohio, United States, 44280-9329
Phone: |
Show more...
|
Fax: |
+1 (800) 676-0260 |
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for MTD Products
Add new contacts
ADVERTISEMENT
I bought a Troy Bilt snowblower from Lowes. Troy Bilt has an MTD engine in it. I used the snowblower 3 times for a total of approx. 1.5 hrs and I went to use it and it wouldn't start. I spent 6 months going back and forth between MTD and the repair shop and kept getting the standard "we don't stand behind fuel related issues" in our warranty. The repair shop couldn't pinpoint whether it was fuel related.yet MTD was unwilling to work with me to get it repaired. After persistence on my part they finally agreed to pay for the parts and I would have to pay for the labor. I will never buy another MTD product. Their service is terrible and they don't stand behind their product.
Duplicate Review: Response to Original Review:
Warranty covers manufacturing defects and does not cover failures caused as a result of customer input. review of files and contacts made with Troy-bilt indicates Choke knob was missing and and choke shaft was broken . Agent did escalate your calls and a courtesy authorization to cover parts and no labor was initiated and provided authorization *** under case ***.
Extremely disappointed. I bought a TroyBilt snowblower from Lowes back in December of 2016. I used it a total of 3 times for around 1.5 hours. Last winter I went out to start it and it wouldn't start. I changed the spark plug, took the carburetor apart. I wasn't able to diagnose the problem. I took it to a dealer to look at the carburetor and he said it was fine. I called MTD to discuss the repair and they told me to take to one of their dealers. I took it to Swiderski's in the spring and I had to wait because they were backed up working on lawnmowers. I resumed by efforts to get it fixed early fall and got nothing but the runaround from MTD. They like to fall back on their trusty standby of "we don't back fuel related issues with our warranty" line. After speaking with a supervisor because I couldn't get anywhere with "tech support" they agreed to pay for the parts but I would have to eat the labor. It's absolutely ridiculous that no one can put together a carburetor that can run decent without having to jump through hoops to avoid "fuel related issues." I will never buy anything with an MTD engine in it again. Absolute junk!!!! I pay $330 for the blower and have to pay $250 to fix it. Lowes is pulling MTD products because they are getting too many customer complaints regarding their warranties and standing behind their product.
Dear Mr. T;
Warranty covers manufacturing defects and does not cover failures caused as a result of customer input. review of files and contacts made with Troy-bilt indicates Choke knob was missing and and choke shaft was broken . Agent did escalate your calls and a courtesy authorization to cover parts and no labor was initiated and provided authorization *** under case ***.
Bought a mini cultivator by Troy bilt less than 9 years ago. This last summer one of the fuel lines broke. I bought new fuel lines for it and the new ones are smaller than the old ones so did no good. So went to order a new fuel tank and those have been totally discontinued. What am I to do with a 200+ dollar piece of yard art that is less than 9 years old. Other companies dont get away with this. Why is MTD allowed to do it? Revdex.com needs to do something to help the consumer here as I see that there are tons of bad reviews.
Thank you for choosing Troy-Bilt for your outdoor needs. In order to assist, we will need your Factory Model and Serial number. You can also contact us at 800-800-7310 and talk to one of our Service Technicians to help identify and locate availability. I was unable to find a contact record with regards to your review.
Sincerely,
Troy-Bilt Administrator
I have tried to call numerous times and it just keeps ringing and ringing. No one ever picks up. The model is a 21AT144R966. SN is ***. My contact information will be filled out on this site.
Please contact Customer Support at 800-800-7310 to talk to one of our service representatives.
My product has a year warranty on parts and all I asked for was a replacement seat and belt pulley covers . I've emailed them with no response and sent a letter with no response . Can never get them to return my calls . All I want is a seat replacement and deck belt pulley covers . Like I stated I've sent a letter with no response and emailed with no response and have tried calling and no response .
The product is a 2016 Yard machine 42" Deck 7 speed . Lawn tractor
Dear Mr. W;
Thank you for choosing MTD for your outdoor needs. Our records do indicate receiving a email from the address contained within this complaint on 06/29/18 that had not yet been addressed due to the high seasonal volume. We apologize up front for our falling short on your customer experience.
We have attached a copy of the manufacturing warranty which commences on the date of purchase for two years on any manufacturing warranty issues you may incur. The warranty which accompanied your mower at purchase details the conditions and information on how to obtain service if necessary.
Please understand we do not send out parts without the unit being seen by an authorized service center and we have listed the shop in your area that can assist in determining the manufacturing defects.
Sincerely,
MTD Administrator
I am rejecting this response because: there is no excuse for not responding to my request . Also I'm no position to haul my equipment to some shop to have it looked over . I simply requested a replacement seat and upper Belt cover's .
Dear Mr. W;
Please be advised under the provisions of your warranty we will not be sending out parts. All repairs that fall within the warranty period based on the date of purchase must have repairs performed by an authorized service center. All other repairs performed will void your warranty.
Sincerely,
MTD Administrator
I purchased a Troy Bilt grass trimmer from Lowes July 2017. The trimmer worked fine during the 2-3 months of useage. But this summer I have not been able to start it or when it did start, it wouldn't remain running. Troy Bilt gave me a list of authorized service providers somewhat close to my area. Out of 4 on the list, only 1 stated that they actually service Troy Bilt equipment. I took the trimmer to the servicer. He was able to get the trimmer to operate and gave me gas treatment & instructed me to use it. He also stated that repair on such equipment would not be worth the cost and that Troy Bilt would not cover it because they would consider it gas related. Since the servicer check the trimmer, it only worked for me briefly. It has malfunctioned since then, while I have used the gas treatment. I have not used the trimmer for anywhere close to 12 months yet. Also, the usage is ordinary residential... I've never had a trimmer malfunction in less than a year's time.
Dear Mr. D;
Thank you for choosing Troy-Bilt products for your outdoor needs. We welcome our customer feedback.
In order to provide any additional guidance with regards to your complaint, we will need to know the unit serial number and the shop the unit was taken to. If there are any invoices you incurred, please attach a copy in order that we can look into your situation.
Gas related failures do not fall under the manufacturing warranty as they are not related to a manufacturing defect, however we would like to talk to the authorized service center in order to get a clearer picture of his evaluation at hand.
We look forward to hearing from you.
Sincerely,
Troy-Bilt Administrator
Serial #: ***. Item #: 41cdz35c766
Shop: Dacula Small Engine Repair
There is no invoice. The shop personnel did a visual inspection and operated the trimmer. I purchased a bottle of gas treatment from the shop as well. Even if it could be diagnosed as a gas related failure, it would still be quite premature for a brand new piece of equipment to fail. I've never had a trimmer to become inoperable after less than a year's worth of usage. I purchased Troy-Bilt because I was looking for something in my budget that would be reliable and long lasting. I could have purchased a cheap used trimmer from a pawn shop or a cheap one from Walmart if I didn't care about it lasting & working well.
Shayne D
Dear Mr. D;
In order to be of further assistance, please refer to your manufacturing warranty outlined within your owners manual. We will need a evaluation performed and submitted to us under the provisions. Please have the shop contact us with your case number ***.
Sincerely,
Troy-Bilt Administrator
I purchased a cc 30 hydro riding mower on 7/19/2018. After using it three times I noticed oil on the floor. There was also oil on the mower deck. So the mower was taken to the dealer Aug 10. The verdict was a leaking PTO seal. To me, a quality engineer with 18 years in power train, this is a major problem. The seal should have lasted longer than the mower. There has to be another problem that caused the seal to go bad. Second this brand new mower has to be taken apart to replace the seal. Now everything depends on the dealer following all of the specs for the torques.
The whole problem brings to question MTD's attention to quality.
Your phone system is designed to turn people away because of the long waits.
Last my lawn is still growing. Car dealers give you a loaner? Who is going to mow my lawn? Who is going to get the oil out of my shed floor? 8/21/2018 mowers is still in repair.
Dear Mr. S;
Our records indicated a Chat was initiated online with one of our associates and abandoned after a certain period of time on 08/20/2018.
Our records indicate a warranty claim was submitted and paid on 08/24/2018. The information supplied by the authorized service center will be reviewed and turned over to our Quality Team.
We apologize for the inconvenience you have encountered. You can contact us directly at 800-800-7310 and reference your case 04150876. Should you have encountered any fees associated with lawncare or Pick Up and Delivery during this process, you can forward these for reimbursement.
We thank you for choosing Cub Cadet for your outdoor needs, apologize for failing short on your expectations and hope you do not hesitate to contact moving forward should you encounter any additional issues.
Sincerely,
Cub Administrator
On 11/25/2018, I bought a push lawn mower at the retailer Lowe's in *** with one year warranty from the Dealer manufacturing (Troy Bilt). This month, by using it I saw a manufacturing defect in the deck and was unable to work properly. I decided to bring it to a certified designated dealer for repair under my warranty. I was asked by J T Lawn Equipment to pay $50 for accepting to take it even though it is covered. I presented my receipt & my proof of registration.
I was so surprised after a week to be told that the Manufacturing Dealer Troy & Bilt refused to pay for the repair and I have to pay $275 for the repair what was higher than the purchase price that is $249.
When I call the head quarter customer service of Troy Bilt, I was told even you are still under warranty, They would not pay to have it fixed because the deck is not covered. However, when I had to buy it, I was told that the whole push mower is covered by Lowe's for 30 days and by Troy & Bilt for one year whatever happened.
So, I would appreciate that the Dealer Manufacturing have it fixed for $ o or refund me the purchase price of $ 249 for not respecting what I was told by purchasing it.
Moreover, the designated repair store JT Lawn Equipment needs to refund me the required $50 for accepting the push mower in advance. It is a scam between the manufacturing dealer and the repair store.
I thank you in advance for your understanding and your cooperation!
Dear Mr. M;
We have reviewed your complaint as well as the information captured with regards to your unit. The information supplied along with the photos supplied by the servicing dealer indicates the damage sustained is the direct result of impact. The blades were bent damaging the crankshaft and elongating the holes with in the deck causing the said damage. The warranty as outlined in your owners manual is for manufacturing defects only.
The bench fee you experienced from the Authorized Service center is standard amongst businesses across the country. This fee, as explained in your conversation with our call center associate, is refunded by the service centers should the failure be covered under the warranty as a manufacturing defect. Should the failure not be covered, this fee protects the business and covers fees associated with the diagnostic analysis of the unit and any administration fees they may face in the discovery process.
The repair firms are not a direct entity of MTD, they are privately owned service centers and governed under the laws and practices set forth within each jurisdiction or state.
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
I am rejecting this response because:
A warranty is a warranty but not a scam. I was not well informed at purchasing the item about some restrictions. It seems there is a special agreement between both parties for not honoring and respecting the warranty.
I do need to be compensated for the fake warranty and for not being well informed about their warranty.
I totally reject their statement.
Ronald
Bought a Cub Cadet tractor lawn mower belt a few years ago, to have a spare. Got rid of the mower and forgot I had it. I researched online and hard to find return policy. When I did locate it somewhere it said 25% restocking fee, but did not mention a time limit. I sent it back new in the box. All I got back was a email asking for a customer support rating. I called again and after waiting a half hour was told returns are limited to 90 days. If I had known that I would have not spent the time and energy returning it. Now they put it back on the shelf and resell it. Will not buy from them again.
Dear Mr. R:
Thank you for choosing Cub Cadet for your outdoor needs. Your belt was purchased online 07/08/2015 and returned to us 08/15/2018. Our return policy is stated online.
Your credit card information for your purchase is not retained after the first year by banking institution.
We would be happy to send you a replacement belt at no charge as a one time courtesy reimbursement. We have assigned case *** and can be reached at ***.
Cub Administrator
Company offered me a replacement now at no cost as a "one time courtesy". That's a great offer, but one problem. They need to read my review again: "Got rid of the mower..." What am I supposed to do with the replacement belt? Will they let me return the replacement belt??
weed eater less than 30 minutes of run time purchased 7 27 18 defective pull start wont rewind got extended warranty want refund on this defected product
Dear Mr. W;
Thank you for choosing MTD Products for your outdoor needs. Please refer to your manufacturers warranty surrounding your unit. Please take your unit to an authorized service center our your choice below along with a copy of your proof of purchase.
Your extended warranty was purchased and is solely governed by the retail store from which your unit was purchased. Any exchanges or credits is between you and the retailer.
***
***
***
***
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.
I bought a Cub Cadet 750 Challenger, had it three months. Out of those three months it has been in the shop for three weeks. It is a fire hazard. It is dangerous for my children to be on. When I was on my way home from a family reunion I got stuck and I had to have my son-in-law come pick me up from the side of the road. The back end gets so hot when I am driving it that I cannot let anyone around it in fear that they will be burned.
Dear Mr. W;
We are sorry to hear of your issues outlined within your complaint. The information has been turned over to our Senior Technicians for review and input. If you could please provide the Model and Serial number of the unit in question along with a copy of your bill of sale, we will be in a better position moving forward once your case has been reviewed.
Sincerely,
Cub 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.
They unknowingly transfer from MTD to a third party which is ordertree.com without any knowledge of being transferred and MTD not having any records of calls that are being transferred or orders or payments, that is my issue.
MTD Reference #***
#
Dear Mr. F;
Thank you foremost for choosing MTD for your outdoor needs. We apologize you feel our practice with regards to overflow calls is unacceptable. Ordertree is one of our Parts Distributors who handle overflow calls to minimize the hold time and reduce the stress on our customers as we are aware your time is precious.
Should you have any questions surrounding your order, you can contact them directly at *** with your order number and they will be happy to assist you with any questions you may have. We have also assigned our case number *** should you need to contact us directly.
Sincerely,
MTD Administrator
I returned a $340 50 lb.all metal mower part for a refund in the same shabby cardboard box it was shipped to me. It was held in place by a single 3/8-1/2 in. thick rectangular wooden frame in the bottom of the cardboard box only, (nothing on top) and tied down with huge zip ties and had 4 corner and two interior cardboard support pieces. Unfortunately I had cut the the zip ties to examine the part. I used flat nylon rope to replace the zip ties and reinstalled all the cardboard. I then used duct tape around the center with 6-8 non stop wraps. I should mention the box was damaged with 5"-6" holes on both of its long sides when I originally received it, but the part was not damaged. After MTD received the returned part, I was contacted by phone and told the part had sustained some "scratches" on it and would have to be thrown away and in good faith they were going to give me a $100 credit on the return. So, I lost over $240 on the deal I will never recommend this company or any of their related products to anyone after this. I would buy John Deere or foreign made first.
Dear Mr. C;
We are sorry to hear of your disappointment with regards to your recent order. We do have a return policy that outlines our return stipulations. Based on the feedback of the receiving distribution warehouse the credit reimbursement was made as a courtesy and to reduce the impact that otherwise could have been denied entirely.
Return Policy:
When returning a part, please follow these steps:
• Prior to the return of new, unused parts, please review the instructions included on your packing slip.
• Be sure to send incorrect parts back promptly. We cannot accept returns for used partsOR parts received 90 days past your initial return inquiry. A restocking fee of 25% will be charged for parts received 90 days after your initial return inquiry.
• Your refund will be credited to the original credit card used for your purchase within 7-10 business days of receipt of returned merchandise at our warehouse.
Abuse of Return Policy:
MTD Genuine Parts reserves the right to refuse to sell to any person for any reason not prohibited by law, including, but not limited to, abuse of its return policy.
*All returns are subject to inspection by MTD Genuine Parts personnel as to identify possible use, misuse, missing components, damage or abuse. Refunds may be denied as a result of failure to pass a return inspection.
Your Total order came to $369.38 and we have made an additional reimbursement to your account today for 50% of that cost in the amount of $84.69.
Sincerely,
MTD Administrator
I stand by my original review. If the item had not been so poorly prepared for shipment from the start, it would have been returned in adequate condition for a full refund. I am glad to see that MTD is accepting more responsibility by increasing my refund amount from 27% to 50%. Likewise, I reserve my right to never do business with MTD again.
I have a complaint about my Cub Cadet lawn mower. For 4 months now I have been trying to get someone from the factory to talk to me about this, but MTD Products Corp. is ignoring all my calls and emails. This is very frustrating. What can I do?
Dear Mr. P;
Please be advised we have reviewed your emails and correspondence. The modifications made to your unit is not supported with regards to the design of blades and decks. There are industry standards, ANSI Regulations that must be followed within manufacturing as well as pass certain tests, in this case such as thrown objects test and a noise test. Products produced today meet these requirements and regulations.
The modification in question poses a hazard to you and others that may come in contact with during the course of use and is not supported by Cub Cadet. Communications of your emails and contacts were shared with Tractor Supply and various other forms of contact you have made in regards to the modifications. We have 14 forms of communication on file.
We are unable to support any further discussion surrounding this issue at this time.
Sincerely,
Cub Warranty Administrator
I bought 3 craftsman weed eaters from sears.com on 03-16-2018 AND 03-17-2018. mdl 316.741970 s/n 1b278001203, mdl 316.740800 s/n 1j037df1728, mdl 316.740800 s/n 1a088df2851. this is the second complaint I have filed. no one at mdt will listen to me OR CALL ME TO HELP ME, the sears store refuses to take them back or fix them and they have a 2 year warranty. when the factory cutting head line is used up and you try to replace it with a new one it will not go in and the line will not follow the channel and come back out where it is suppose to. YOU CANNOT GET THE NEW LINE TO GO IN THE CUTTING HEAD AND I WANT A MDT REPRESENTITIVE FOR MY AREA TO CALL ME ASAP *** I SPENT 400.00 ON THESE WEED EATERS AND I CAN NOT EVEN GET MY YARD TRIMMED. THESE WEED EATERS NEED BETTER HEADS ON THEM!!!!!!!!!!!
Dear Mr. P;
This is a duplicate complaint of which we have already responded to. Our Technical advisor has reached out and left several messages for you to discuss how to properly thread the head on your Sears handheld unit.
Your Case number is *** if you would like to contact us at 800-800-7310 for that support.
Sincerely,
MTD Administrator
Dear Mr. P;
We are sorry to hear you were not successful in feeding your line to the head. All we can suggest is at this point is that you return to Sears to discuss a refund or exchange.
Sincerely,
MTD Administrator
I am rejecting this response because:mtd does not stand behind their product and they do not have any kind of customer support and does not honor the 2 year warranty. sears refuses to do any thing to help you. I was told that their was service centers and I drove an hour to murfressbora to hooper's and they said they don't to warranty work and they have never seen a cutting head like that and they had a lot of trouble trying to get the line in and the one in Columbia and Fairview does not do warranty work either. the cutting line does not feed into the cutting head with the single or the bump feed . the cutting head is defective and a very poor design and I have not received any calls from mtd like you said in your last statement.
Company refuses to honor warranty on Cub Cadet Lawnmower:
Case *** and Case
The Model is LT50 XT1 24 HP
Two Serial Numbers on mower:
#1. ***
#2. ***
Engine Serial #
***
Kohler 7000 Seriels
Mower has 16 hours on it total
Purchased 9/15/2016 with 3 year warranty
The Mower has had multiple repeated problems that I have presented to MTD warranty in multiple documentations. We have taken it to a certified warranty repair shop locally and they are unable to fix the problem because the mower was a lemon from the factory. I have suggested complete replacement and offered all service activity and records to MTD. MTD did reimburse me for one of the first trips to the warranty repair shop and for one lawn service I had to pay for when the mower was in for repairs. However, the unit continues to malfunction, and they will not respond to any emails or phone calls now. I have all documentation handy.
Dear Mr. R;
Thank you foremost for choosing Cub Cadet for your outdoor needs. Review of your complaint and all records on file indicate we have previously responded to your fuel related failure as outlined by the authorized service center via personal reimbursement of $240.63 on 04/18/2018 under our check number ***. Fuel related failures are not covered under the warranty typically.
We were unable to find any additional claims for repair based on your model and serial numbers on file of ***/***. These type of issues as described are not often things that we can diagnose over the phone and therefore rely on the authorized repair firms to inspect and make a determination of failure.
Should you continue to experience issues, the unit will need to be taken to an authorized service center for determination of a manufacturing defect. Your Engine carries a separate warranty that can be addressed by the repair firms listed below.
Sincerely,
Cub Administrator
I am rejecting this response because: The manufacturer continues to refer to the problem as a fuel related issue, which in fact I have document several times in correspondence that it is not. The mower starts and runs, thus no fuel related issues. It has sporadic problems of ramping up and down throughout the course of mowing the 1 acre lawn, and kills repeatedly and then runs fine for a while, then it starts the cycle over. It is still under warranty, and I have requested a replacement several times because the warranty rep will not fix it. As this business seems to choose to ignore the documentation I have repeatedly sent, I suppose I have no choice but to send it back to the local warranty service provider and see if they can determine the cause again. I am assuming that this will be covered under the warranty and that Cub Cadet will honor this at no cost to me. I have had nothing but problems with this unit and have kept excellent maintenance on it.
Dear Mr. R;
Your unit will have to be seen and evaluated by an authorized service center as previously stated in our correspondence. Your Engine carries a separate warranty as outlined in your owners manual and the reason we have no access to any evaluations that may have been submitted by your servicing center to the engine manufacturer.
The failure outlined is consistent with that of a fuel related failure, however, we have mentioned we are only able to diagnose/make suggestions over the phone without seeing the unit. Therefore we continue to encourage you to pursue a professional opinion from the list of previously supplied centers in your area.
Sincerely,
Cub Cadet Administrator
We bought a cub cadet lawn mower in March 2017 from Homedepot in Tallahassee, Fl. Within 2 months it already needed to be serviced!! Less than a year later the EXACT same problem is back. We paid $2,000!!! For a machine that we've used maybe 6 times. I've called both homedepot and cub cadet asking for a resolution with both places just saying to have it fixed AGAIN. Obviously, it's a lemon. It needs to be replaced or give me back my money! It will NOT turn on. There's no sound as in it trying to turn on. We've tried "charging" a battery that is completely charged, so the charger only turns off.
Dear Mrs. S;
Thank you For Choosing Cub Cadet for your outdoor needs. Review of our records indicate a Battery replacement occured on 08/23/2017 which we covered under the warranty. We found no other additional issues.
We have enclosed a copy of your warranty coverage that protects the customer from any manufacturing defects for the period outlined.
Please be advised and requests for reimbursements are strictly between you and Home Depot where the unit was purchase.
We have listed several authorized repair firms below that you can take your unit in for evaluation.
Sincerely,
Cub Administrator
I am rejecting this response because: One, Homedepot says I need to deal with the manufacturer because we didn't purchase THEIR warranty. Second, we shouldn't have a problem like this every time we attempt to use it, ever since we made the purchase. This is no isolated event. There are review after review of people having the same problem as us. Just months after purchasing. This shouldn't be a problem. If you cannot make a product that needs to be fixed over and over again for the same problem you should NOT be in the business. People do not have the money to continue fixing the same issue over and over after the warranty has expired. Especially, people who are on one income like us. I homeschool our FOUR children. We won't have money to drop on this problem every summer and we shouldn't have to with it only being a little over a year old. Yet, this has happened from the time we bought it. I will not purchase anything made by your company again. I will also make darn sure I inform ANYONE that remotely thinks about purchasing one NOT to and our experience. I will make sure to have them research and read the countless reviews of your businesses unwillingness to fix the problem. Also, Bryd does NOT work on Cub cadet mowers UNLESS they were purchased from Tractor supply. I was told that yesterday by them when I called. I already have a call put in to Mims. They were supposed to pick up the mower yesterday, That did not happen. I haven't heard from them.
Dear Mrs. S;
We are sorry you have experienced issues with the authorized repair firms we have provided. We have contacted them and are awaiting a response to your complaint.
We have no support to your complaints surrounding your unit as previously outlined with the exception of a battery at the time of purchase. The warranty provided for your unit is for manufacturing defects. Once the unit has been seen by an authorized service center, we will be in a better position to determine the actual issues with your unit as outlined within your complaint.
Your Purchase was made with the retailer and not Cub Cadet Direct and therefore any requests for reimbursement is strictly between you and the retailer. Warranty will be covered as outlined in the provided information supplied.
Sincerely,
Cub Administrator
Bought a Remington RM2510 2 cycle trimmer this company makes from Menards , at the end of March 2017 , Worked fine , put it away for the winter after emptying it, and getting it ready for winter, Went to use it this spring (2018) it wouldn't start, Found the closest dealership to work on it to us, took it there, When we got home we called MTD, to tell them this authorized dealer was in a very shady area of town, in a sketchy place, and wasn't happy with this. Told them we dropped the Trimmer off and it would be close to 2 weeks before they'd even get to my trimmer, The Manager for MTD decided to send us a new unit, and told us when the authorized dealer was done with the original one, to use it for parts, the dealership worked on it w/out asking me anything first, then come to find out the issue wasn't under warranty, Called MTD again and spoke to the same Manager and let him know how they did this, and then was going to charge me for something I could of rectified on my own, no one told them to fix the issue, they should of contacted us first, let us know the issue and that it was not covered by the warranty, giving us the choice if we wanted them to go ahead and clean the filter and replace the gas, or if we'd just pick it back up and fix it myself, which is how other companies/dealerships would of handled this exact situation. This same Manager called the dealership, and told them to release it to us without charge, so we can use it for parts. Dealership continues to refuse and as of today June 26 2018 the dealership said they disposed of the trimmer and said that MTD told them to dispose/destroy it. , we have had nothing but issues with both MTD & The dealership And now with all the stress, aggravation, and time, both of these businesses have caused us we want a full refund since our original trimmer has been destroyed and we're unable to get it back.
Dear Mr. R;
We are sorry you have experienced issues with your Trimmer. Our records reflect a replacement unit was sent out to you at no charge and received by you on Wednesday, May 30th at 1:31 PM. Our records also reflect many attempts to resolve the issue with the authorized service center which is not a entity governed by MTD but a privately owned and operated service center.
While we were unable to obtain the old machine, a new one was sent to you at no cost and we feel we have made an honest attempt to provide restitution beyond the realms of your warranty. The failures you have outlined are not the result of a manufacturing defect as you are aware.
Please be advised all of the conversations in our call center are recorded. We will not be authorizing any additional restitutions at this time. Should the Revdex.com request copies of the recorded conversations, we will be happy to turn them over.
Sincerely,
MTD Administrator
I have bought 3 craftsman weed eaters which is suppose to have a 2 year warranty but no one will honor it. no one will fix them. they will not work on a 2 cycle engine at all. after the factory cutting line comes out you can not feed the new line into the weed eater head on all 3 weed eaters. their is no warranty number to call and you cannot get any parts for them. the weed eater heads have a defect in them.
Dear Mr. P;
We have reviewed your complaint and are sorry to hear of your issues outlined. The Craftsman brand is a product of Sears which carries and governs their own warranty. Craftsman was manufactured by several different Manufacturers.
In order to be of any further assistance, we would need the factory Model and Serial Numbers of each of your units in question. Your owners manual should refer you how to obtain service.
Sincerely,
MTD Administrator
Dear Mr. P ;
Thank you for the information requested. We will be reviewing the information supplied with our Technical Advisor regarding your situation with these units as outlined within your complaint. We ask that you provide copies of the Proof Of Purchase on these units and supply insight as to how the units are being utilized.
Sincerely,
MTD Administrator
I am rejecting this response because:the units was bought on line from sears.com on march 16 2018, on march 17 2018 and they are being used for residental use at my home. I said that the cutting line does not want to go back in the cutting head and I am going to keep saying that. my order number from sears.com is ***. these weed eaters you made are a piece of junk and the worse ones I ever owned. I have had craftsman weedeaters for 20 years and the heads on these are a piece of junk. every time they don't work I am going to call for a new head since I have a 2 year warranty.
My family purchased a cub cadet lawnmower RZT-L54 from MTD products June of 2017. After only a year of ownership the lawnmower began malfunctioning and required mechanical repair. The lawnmower was brought to *** in *** for repair. Danner is a licensed Cub Cadet dealer and was suggested by Cub Cadet customer service. Warranty covered the faulty carburetor on the lawnmower, but the battery for the unit also needed replacement. This battery was included with the Cub Cadet lawnmower upon purchase and only lasted the year of ownership. Upon calling customer service for compensation for the battery, I was not given any helpful information by the customer service representative. Upon asking for a supervisor, I was immediately told that they are all busy and cannot help.
Dear Mr. G;
Thank you for choosing Cub Cadet for your outdoor needs. Our files indicate that a claim is pending review from the dealership in question for a Carburetor replacement due to a broken choke plate which will be forwarded to Kohler for determination of a manufacturing defect once we have updated the claim. Your warranty carries a separate warranty for engine related failures.
We have included a copy of your warranty with regards to this unit. The warranty does cover the batteries in full for the first 90 days and the remainder of the first year at a Pro-Rated factor. This Pro-Rated Factor takes the total cost of the battery, divided by 12 months, times the remaining time in the first year. The failed date noted by the servicing agent is 05/29/2018 with a purchase date of 06/30/17.
We have included a copy of your warranty to this correspondence for future reference with regards to your unit.
We would also be happy to reimburse you for your battery in full this one time as a courtesy for purchasing Cub Cadet for your outdoor needs. We have assigned your case *** to the incident and ask that you respond with a copy of the invoice and a verification of the mailing address in order that we can provide restitution.
Sincerely,
Cub Administrator
Have weedwacker under warranty. Card was registered online, yet they keep diving a run around telling me suggestions to repair myself. I was told by the company that sold it, they do that to stall until the warranty runs out. I bought it less than a year ago and it has already clonked out. I did everything the company said to try and nothing works.
Dear Mr. H;
Thank you for choosing Bolens for your outdoor needs, we have reviewed the recorded email communications. Based on the information supplied, the failure outlined is consistent with Carburetor issues which are not covered under our warranty. The agents communications were suggestions to help you solve your issues without incurring any costs.
You are free to take your unit to an authorized service center in your area as outlined within your warranty. We want to assure you, we do not practice a stalling technique as outlined within your complaint. Your warranty rights and obligations are outlined within your owners manual at the time of purchase. We have listed the authorized service centers within your area below.
Should the authorized repair firm feel that the failure outlined is the result of a manufacturing defect, they are free to contact us with your case number 03996214.
Sincerely,
MTD Administrator
I am rejecting this response because: I feel that the company does not quite get what I am trying to say. This is not even a year old and has been used maybe 4-5 times. It should not be experiencing any problems if it was made well. Now they are saying I have to pay if I want to find the issue. I feel that they should pay for a check out and if it is my problem not covered by warranty then go from there. I already checked the carb and did everything I was told and nothing.
Dear Mr. H;
Please refer to our previous correspondence with regards to your unit. We have supplied several authorized service centers in your area. If the failure is the result of a manufacturing defect, the servicing agent will file a warranty claim covering parts and labor. Should the failure be the result other than that of a manufacturing defect, the charges related to repair and parts would be your responsibility.
The service center may charge a upfront Bench Fee. That Bench Fee would be reimbursed in full should the servicing center find that a claim can be filed.
Sincerely,
MTD Administrator