ComplaintsforMTD Products, Inc.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Troy-Bilt TB230 1-1/2 years ago at Northern Tool. The mower is still under warranty as of this writing (08/10/2021). Even with fresh gasoline and fuel stabilizer (Stabil), this mower refused to start after being idle for a month. All three of their local warranty agents reported to me that the problem is endemic in this mower. But, they told me, Troy-Bilt claims that the problem is "fuel-related" and refuses to cover it. I'm a machinist and licenced aiplane mechanic, so I know a bit about internal combustion engines. Moreover, I own several small generators for use on construction sites and they all start instantly, even after months of storage. I called Troy-Bilt's Customer Service, told them that I was using fresh gasoline and a stabilizer, and got the same response - "fuel related". Troy-Bilt's problem is clearly not caused by the use of clean, fresh fuel, but by a faulty carturetor or fuel system. Their printed warranty does NOT exclude carburetors, so this is a DELIB

  Business response

  09/09/2021

  Dear Mr. *****;

   

  Thank you for reaching out.   We are sorry to hear you have experienced issues with your Troy-Bilt walk behind mower.   Our Records indicate you contacted us under case 07053212.   While fuel related issues are not covered under the warranty, we have provided some helpful tips to this complaint to avoid any in the future.

  We were unable to find where any authorized service center has contacted us with regards to your unit.   Below is list of service centers in your area which you can take the unit to be reviewed to determine if a manufacturing defect exists.  The repair firm you choose can contact us directly with their findings, they will need to reference your case number listed above.

   

  Sincerely

  Troy-Bilt Administrator 

   

   TEXAS REPAIR CENTER INC 11937 PERRIN BEITEL
  SAN ANTONIO, TEXAS  78217 (210) 657-7670
  
  

   MUSTANG EQUIPMENT 16331 PLEASANTVILLE ROAD
  SAN ANTONIO, TEXAS  78233 (210) 499-5060

   A-1 FIXIT SHOP 8545 FM 78
  CONVERSE, TEXAS  78109 (210) 662-8084

  DEWINNE EQUIPMENT CO. 11002 BANDERA ROAD
  SAN ANTONIO, TEXAS  78250 (210) 684-5296

  Customer response

  09/09/2021

   I am rejecting this response because: MTD only repeats the false allegation that faulty fuel rather than their defective carburetor is causing this this engine model's ubiquitous starting problem.  We did NOT choose to bring the mower across town to a repair shop since, after speaking with the ones listed, we were assured by each that the problem is indeed endemic in this mower and MTD routinely refuses to address the problem, claiming a problem with defective gasoline. Moreover, the wait time for repairs - even if I paid for it myself - is more than a month. 

  I mentioned that I was a licenced A&P (Airframe & Powerplant) mechanic. I'm currently managing construction at several sites and operating several other businesses. None the less, I ordered a replacement carburetor from an eBay vendor and installed it myself. The mower now starts on the first pull and runs flawlessly - and with the same gasoline I was using in that mower and all my other power equipment.

  It's time for MTD to be held to account for their deceptive warranty practices.
  

  
  

  Business response

  09/16/2021

  Dear Mr. *****;

  Thank you for your recent feedback.  Please refer to your warranty.   An assessment of the failure at hand must be submitted by an authorized repair firm for determination of warranty of manufacturing defects.   The unit has been owned and operated for approximately 1.5 years per your statement.  If a true manufacturing defect with the Carburetor is at fault.  You would have experienced immediate issues at the time of ownership.

  The above statement is not to say, there may be other underlying issues at hand, however, an assessment must be outlined under the warranty for determination.  Please have the unit seen by the repair firm of your choice and they can contact us directly.  Please have them reference your case *******.

   

  Sincerely

  Troy-Bilt Administrator 

  Customer response

  09/23/2021

   I am rejecting this response because:

  1) In my telephone queries, each of the 3 authorized repair facilities told me that MTD routinely refused any claims pertaining to faulty carburetors, the the "faulty gasoline" excuse.

  2) Each vendor told me that there was a one-month to six-week backlog for repairs and a minimum charge would apply irrespective of my choice as to whether to proceed with the repair.
  

  3) All the repair vendors stated that MTD's parts website reported replacement carburetors as being OUT OF STOCK for this engine, which I confirmed myself on the site. This further supported my conclusion that MTD must have exhausted their own supply due to warranty claims. The easy availability of inexpensive identical after-market carburetors from several online vendors substantiates their intent to shirk their warranty responsibility.
  

  4) Contrary to MTD's claims, faulty o-ring and seal materials problems do NOT normally manifest immediately when a gas engine is new; it takes time for them to fail.
  

  I brought this situation to the attention of the BBB - but there are HUNDREDS of complaints on other consumer sites from angry consumers who have had experiences identical to mine with MTD .
  

   

  
  

• Initial Complaint

  09/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a troy bilt lawn tractor and the plastic and rubber seat is broken and came apart. I tried calling 1-800-800-7310 and also 1-800-520-5520 to no avail. The agent refused to help me. I am very disappointed with the quality of the seat. I am unable to cut my lawn with a broken seat on my tractor. I need a new seat immediately! My tractor is still under warranty. I want my seat sent to me immediately! J***** C******* ************ *********************

  Business response

  09/07/2021

  Dear Mr. C*******;

  Thank you for reaching out surrounding your Troy-Bilt Tractor.  Our Records indicate based on your Phone Number and Email address that we have no contact information on file surrounding your issue with the seat made to the Factory.   We were able to locate three contacts surrounding online parts order purchased in 2017 and Nov of 2020.

  We have attached a copy of your warranty surrounding your seat which carries a 30 day warranty for Manufacturing Defects.  

  If you wish to purchase a replacement seat online, the part number is 757-05230.   We have also listed authorized service centers below if you wish to pursue locally.

  OAKRIDGE OUTDOOR POWER EQUIPME 14362 HIGHWAY 411
  ODENVILLE, ALABAMA  35120 (205) 629-2270

  K&K RENTAL & HYDRAULIC REPAIR LLC 225 MAIN STREET NORTH
  WARRIOR, ALABAMA  35180 (205) 647-9220

   

  Sincerely,

  Troy-Bilt Administrator 

  Customer response

  09/08/2021

   I am rejecting this response because: I have a two year warranty on this lawn tractor. I enclosed the receipt where I purchased the tractor and also the date. It seems to me that I am being pushed aside. As I stated before I have a two year warranty on this tractor that I paid over $1400 dollars for. I am a little confused. It would seem that a manufacturer would like to help a paying customer. Replace the seat immediately. Again I am very dissappointed. My name is ****** ******** and I have made contact with you regarding my lawn tractor. I need the seat replaced bacause it is no good. I am very upset. I wonder why I am getting the run around from this company.

  
  

  ****** ********

  
  

  **** ***** ***** ***** ******* ** ***** ************ *********************
  
  
  

  Business response

  09/09/2021

  Dear Mr. C*******;

   

  We are sorry we have not supplied the desired outcome you wish to have.  Your Seat is out of the 30 warranty outlined within your owners manual which we have provided a in our previous communication.  Your purchase date based on the Proof Of Purchase supplied was 05/31/20.  

  If you purchased an extended warranty at the place of purchase this may be covered under their warranty.

   

  Sincerely

  Troy-Bilt Administrator 

  Customer response

  09/15/2021

   I am rejecting this response because: The seat is defective. Troy Bilt MTD evidently buys cheap seats that do no hold up. I am very upset. I will never purchase from this company again. I just waisted $1400.00. Why would you warranty a seat for 30 days and the tractor for two years. Make your own seat. You all do not stand behind your products. Very Bad Business. Very upset and disappointed.
   
   J***** C*******

• Initial Complaint

  09/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 15th I purchased a zero turn mower from my local dealership only to have it stop running with only 16 hours on it. Mower had a intense smell of gas as if it was flooded and gas was mixed in with engine oil. Filed a complaint with cub cadet. They opened a case number (********) and told me to take it back to my dealership. They told me that I flooded it when I chocked it to start it. However I was able to cut 2 acres of grass before it quit! Im still having problems out of it to the point it will start and quit running within 50 yards. Ive messaged cub cadet on their ******** page and through messenger and called repeatedly with absolutely no response and I guess they think Ill just forget about the whole deal but Im over $4000 in the hole with a mower that will not run. At this point Im so sick of their lack of customer service that I simply want a refund and Ill go elsewhere!

  Business response

  09/07/2021

  Dear ********************;

  Thank you for reaching out.  We are sorry to hear you are experiencing issues with the Kawasaki engine on your Cub Cadet.   Your unit carries two warranties.  One for the unit and the other for the Engine.  We see that you contacted us on 07/27/21 surrounding fuel related issues you have been experiencing.

  In reviewing our notes it appears you were referred to ***************** to inspect and determine the manufacturing defect at hand. We are unable to locate any Warranty Claims filed directly with Cub Cadet or a Registration of your unit based on the model and serial number we have captured.

  Warranty does not cover fuel related issues.  The warranty is for Manufacturing Defects.   At this time, we can only suggest you contact the place of purchase to discuss your issue at hand.

  Sincerely

  Cub Cadet Administrator 

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a brand new Cub Cadet riding mower for almost $2,000 that has never worked properly and they refuse to cover it under warranty even though it is not customer misuse and is a bad seal on the carborater. They have no one that services the brand under warranty near me so I had to drive over an hour to get it looked at by a warranty provider which said the seal on carb was bad they have had my mower for 5 weeks and keep telling us it will be in next week. Everytime we call cub Cadet to resolve the warranty issue they just say they don't cover thier faulty parts due to it being a fuel issue which was caused by their faulty parts from the mfg. And they hang up on us everytime. Worst company ever! They do not help resolve mfg issues. I feel like we were given a lemon that they refuse to fix. $2,000 flushed down the toilet.

  Business response

  09/07/2021

  Dear **************;

   

  Thank you for reaching out.   We are sorry to learn you have experienced issues with your Cub Cadet.  Our records indicate one contact was made directly with the factory via chat on 09/03/21 which was disconnected.   Your unit carries two warranties.   One for the engine and the other for the rest of the unit.

  If you would kindly supply your factory model and serial numbers for the unit and any additional information you may have regarding the unit, we will be happy to look into the situation for you.   Unfortunately there is not enough information at this time to assist.

   

  Sincerely

  Cub Cadet Administrator 

• Initial Complaint

  08/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ON AUG 16th I ordered a **** built zero turn lawn mower, I called the facility and had them verify that the zero turn mower Was in stock, I also spoke to the sales rep about delivery and was told that the guaranteed **** days delivery. I was told that my mower would be delivered on the 26th of aug. On the 26th of aug I called the company and informed them that I had not received my mower, I was then told to call the shipper. On the same date I called the shipper and was told it would be weeks before I received my mower due to back logs etc. I was informed by the shipper to call **** built . I called **** built back and was told they could not do anything about it. When I asked to speak to a manager I was hung up on. I have tried to work with this company for over a week on delivery and have been lied to continuously.

  Business response

  09/02/2021

  Dear ********************;

   

  Thank you for reaching out.  We are sorry you experienced delivery issues with YRC on a unit purchased online via ************** Financing on ******* under order *******.    Our records indicate that a conversation was held on 08/26/21 where we instructed YRC to return the unit to the warehouse.

  Once the unit is returned a credit will be issued back thru ********** Financing and your credit card.  This information indications we conveyed this information to you on this day as well under your case 07120744.

  It is unfortunate that the freight carrier is experiencing delays in delivery, unfortunately this is out of our control as they are not a direct entity of the manufacturing company.   Should you have any further questions or feedback, please feel free to contact our customer care center at ************ and we will do our best to explain anything additional you may need.   Please reference your case number above.

   

  Sincerely

  Troy-Bilt Administrator 

  Customer response

  09/07/2021

   I am rejecting this response because:
  

  1) I purchased the unit with a **** Built Credit card  direct from **** built not a ********** credit card , so I have no idea what you are talking about. 2)  I rejected the unit at the *** warehouse in *********, yet the mower was still shipped across the country after speaking with you on several occasions . I have been contacted by the *** company in ****** who now has the mower. 3) Delivery has again been rejected. 4) I spoke with your company many times to have the mower returned when it was sitting in ********* so it could be returned quickly to your ****** facility. 5) Your company instead choose to ship an item across country 6) I want the charge removed from my **** built Credit card immediately. 

  
  

  Business response

  09/09/2021

  Dear ********************;

   

  Thank you for your recent feedback.   I was able to touch basis with my colleagues and confirm they have been experiencing issues with getting this unit back to the warehouse.   We have initiated a credit to be issued back today in the amount of $3399.00 which includes any shipping and handling.

  Should you have any additional questions, please do not hesitate to reach out to our *************************** at ************ and reference your case 07120744.

   

  Sincerely,

  Troy-Bilt Administrator 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩