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Troy-Bilt Complaints Summary

2 Resolved
55 Unresolved
Our verdict: If considering services from Troy-Bilt with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Troy-Bilt complaints 57

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8:35 pm EST
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Troy-Bilt 3-Stage snow blower

I purchased a brand new 31AH5DQ8766 Vortex 2890 Three Stage Snow blower in January of 2019 directly online from the Troy-Bilt company along with a Deluxe Snow Thrower Cab for $1572.94. Starting from day one it has never worked properly. I have had it into the local authorized Troy-Bilt repair shop three times since January 2019. Each time because it won't start. The last time it went into the shop the repair folks told me there was a known problem with the gas tank where by small particles were coming loose from inside the gas tank and clogging the fuel line and Troy Bilt was aware of this problem and the gas tank needs to be replaced. Ok. Fine. Then replace it. We can't do that because Troy-Bilt has the tank on back-order. Okay. It should be in soon. This all happened in the first week of December 2020. When I checked back with the repair shop I was told it was now back-ordered till the end of December. I called Troy Bilt customer service and yes that was true and there was a problem with the gas tanks on that model and yes it was back-ordered till the end of the month and there was nothing they could do. Moving forward to the first week of January 2021, I went to the repair shop and guess what? The tank was now back ordered till the end of January 2021. I was so mad I was seeing colors. I waited a while till I cooled down and gave Troy-Bilt customer service another call. Yep it has been back-ordered till the end of January 2021 and there is nothing we can do about it. I need help. I live in Ohio and I need the snow blower that I bought to work. And Troy-Bilt could care less. I know when the end of January gets here the gas tank won't be here and it will be back-ordered till the end of February 2021. Can any body help me get a gas tank for my damn snow blower?

Desired outcome: A GAS TANK FOR MY SNOW BLOWER!!!!!!!!

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3:19 pm EDT

Troy-Bilt Never received my parts I ordered and paid for

on april 30th 2020 I ordered parts from troy built it said I would recieve them on 05/08/2020 my order number is L0029360P1 a payment of $92.60 was made I never recieved my order and cant get through on the phone or the online live chat I have spent hour trying .
Next step is to take this to small claims court
Eric Porter
50 concord hill road
Pittsfield N.H
03263
cell # [protected]

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9:50 pm EDT

Troy-Bilt Mower / warranty / customer service

2 brand new troy built products (push mower & trimmer) both failed within 2 uses and only 1 tank of gas. Spent hours on the phone trying to get help only to end up discovering I had to take it to a service center that was 42 miles from my home. Ended up paying for the repairs myself. I was told it would happen again and again with these products. Worst customer service, warranty and products ever! Will never recommend or purchase another troy built ever again. Both purchased at lowe's and they refused help as well. They couldn't/wouldn't even send them in for repair. Warranty on these products are useless. Don't purchase if you have an alternative.

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Mr. Helpful
Los Angeles, US
Apr 15, 2020 5:45 am EDT

I can't say I'm a Troy Built fan -- I am not. But I'm fairly good with my power yard equipment and can tell you that Troy Built products will operate fine, generally, if they are properly used and maintained.

Unfortunately, the manufacture doesn't necessarily have control as to where they place their authorized service centers. It's very possible, if not likely, that you would have gotten an entire different explanation if you had taken it to someone who was authorized to work on such machines.

You don't ever disclose what the problem was with either unit. I can speculate and suggest there may have been something wrong with the fuel you were using. For most home power equipment, I'd suggest finding a gas station which offers ethanol free fuel. You'll pay a little more for it, but it is a lot better on most engines.

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1:22 pm EDT

Troy-Bilt Only robots work there.

I had a simple question about a new mower. No email support. The customer service number is answered by a robot that tells me my call is very important so let's listen to an endless piano music loop. Gave up and tried the technical support line. Press 1, , press 2, , press this and that. Menu has changed, Call this number for this call this number for that. After all that it hung up on me. Model number on the included paperwork listed Four different motor model numbers, none of which matched the numbers on the engine.
I finally located a web page that wanted me to accept cookies and change my password. I gave up.

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8:21 am EST
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Troy-Bilt customer support for troy-bilt products

I bought a Troy-Bilt Pressure washer last spring and now need to prepare it for storing over the winter. This requires running it until the gasoline is exhausted. I contacted their on line service to ask if I need to run water thru it while running the engine just to use up the gasoline.
They will tell me only if I pay them.
Pretty damn chinzy. Of course, I run it dry and was not supposed to, they will negate the five year warranty on it.
So, I will drag out my hose and hook it up to water, JIC.
So much for customer support - they don't do it.

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You Play Video
, US
Apr 14, 2020 9:56 pm EDT

Same issue and experience with their Lawn Equipment. 2 products bought at the same time still within warranty time and Troy Built told me the carb would fail if it collects a film after sitting. They said failure bc not running it out of fuel. I informed them I ran both out of fuel before storing them and then they said it would not get all the gas out of the carb. Apparently we are supposed to have them repaired each time they sit after seasonal storage since it's impossible to get all the gas out of the carb. Disposable garbage.

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8:53 am EDT
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Troy-Bilt tb685ec

I purchased a Troy-Built 4 cycle trimmer because I thought it would be a quality product that would give me many years of service. Last year the recoil mechanizm failed Case# [protected]. The machine was under warranty and a repair was made. I use the machine primarily in the summer about once a week to trim around my house. After about 5 starts the recoil again be gan to fail. The machine never starts on the first pull so numerous pulls are always required. I have a electric start tool but the machine never starts using it. Now my trimmer is completely useless as the recoil does not turn the machine over and the electric start option also does not turn the machine over. I am not sure what to do next as I feel the recoil system is flawed. Please help me with this dissapointing problem.

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11:01 am EDT

Troy-Bilt troy-bilt 25cc ss trimmer

Purchased the trimmer on 7/2/2018. Husband used it less than 10 times and it stopped working. He cleaned it and it would work for about 15 minutes and stop. He cleaned it again and it did the same. Unfortunately, we put it away for the winter and when he returned to it this summer, it did the same. We took it to a local small engine repair center and they've changed the coil twice and also changed the carburetor, with no specific changes. The trimmer will run and after about 15 minutes it stops. They've tried everything they can think of and do not know why it's not working.
The trimmer was 129.00 and even though that doesn't seem like a lot, but we didn't even get 129 worth out of it before it quit. If it helps, please call the repair shop and speak to them directly. I know it was wrong to not take it back immediately and that was our fault, but I'm hoping for anything that can be done to assist.

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2:11 pm EDT

Troy-Bilt zero turn mower

I purchased a new Troy Bilt zero turn mower in 2015, serial # 1A285H10062, Model #17ADCACT066. It was delivered through their outlet Lowes. Recently I had two flat tires on the front of the mower. I removed the two tires and took them to Americas Tire(A-T) for repair. The representative at A-T called the manufacturer of the tires, Carlisle Tire, and confirmed that the tires were actually manufactured in 2002. The A-T representative told me that the Dept. of Transportation(DOT) won't allow a repair on any tire over 10 years old, and they they could not patch the tire because they were over 10 years old. I would expect that maybe a 2014 tire would be on the mower when new, but these tires were already 15 years old when I bought the mower new in 2015. This would appear to be misrepresentation on the part of Troy Bilt/MTD. I am asking that I be supplied new tires that I can actually get repaired, even if they supply 2015 tires. The case number supplied to me by Troy Bilt is case# 04811457. None of these tire shops will repair a tire over 10 years old, and these tires were 13 years old when I purchased as represented as new.

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5:50 pm EDT

Troy-Bilt troy bilt pressure washer

Im at my last straw, yesterday I has a job to complete and once again it would not start. I have taken it to be repair 5 times and everytime Im being told its the carbulator and a problem with Troy Bilt parts. This is less than a year old its truly unacceptable. I expect for Troy Bilt to provide the best customer service and make this complaint right. We buy things in good faith pay a decent amount of money and they do have something like this is just wrong.

Regards Ray Martinez

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12:04 pm EDT

Troy-Bilt tb635ec

Purchased trimmer 7 months ago pull cord stopped working internally took to Lowe's where purchased they exchanged for a new one one month later new trimmer does same thing returned to Lowe's they give me a hassle because as an exchange the don't have a receipt on record needless to say I am extremely angry and don't intend to buy another troybilt product please let me know if you can do anything for me this trimmer is only a month old and it's useless my contact number is [protected] Alan Malone savannah Georgia

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2:46 pm EDT
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Troy-Bilt 22hp self propelled mower

Mower will not cut even three inch grass without bogging down. I finally spent an hour down on the ground figuring out where the idle adjust was and getting it up to the point where the mower will actually work. After only six months the mower wouldn't start so I took it in for service. Tuneup and a new carb since the six month old carburetor has already failed. Almost two hundred dollars. The mechanic at your authorized service center started it right up and the idle was too low to cut again. I asked him to set it back up and he said he wasn't allowed to set it above 3600. That's all well and good but the mower won't cut at that rpm even if the motor is only designed for that setting. I brought it home, started it up and ran it into a thin growth of three inch grass and it promptly stalled out. I'm almost seventy and don't relish sitting on the ground for half an hour resetting the idle so this more will actually do what I bought it to do. It will not cut brand new out of the box if the grass is over a couple of inches tall. I suppose if you have an nice even hard packed lawn that's two inches tall and you want to remove a quarter inch it'll work, but no use at all in the real world. Your company needs to adjust the factory settings or quit selling what's little more than useless at the factory settings.

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12:11 am EDT
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Troy-Bilt 11a-b2aq711

Hello,

I am writing you in behalf of my push mower wont run.

I purchased the TB130 and 4 year protection plan.

On march 0f 2018 the mower quit running, and most normally it would be a worn down spark plug.

In the case the mower ran for another 15 minutes. then quit again. I let it rest for an hour while I line trimmed my yard.

Started the mower again and ran for 10 minutes and quit. Couldn't start after that. Next day same thing, ran for 30 minutes

then quit. Started in ½ hour and ran for 10 minutes then quit and didn't start.

April 2 2018 I took the mower into Lowe's Maui to have it repaired. I suggested that the mower has a bad coil. I cannot remember when I was called to pickup the repaired mower, but got a call again from Gary the repair person to come get my mower. Its done. I told him I picked that up last week. So that got me thinking if my mower was repaired. So I used that mower the next time I cleaned my yard and guess what, the darn thing died after 30 minuets.

Because I work 7 days a week all the time, this mower was the least of my concerns. However, I took the mower back into Lowe's to have it repair on June 11 2018. The girl Dani at customer service wrote up the same thing again. Told to come pick it up by Gary again and said its repaired good now. Guess what, same thing 30 minutes and quit.

Now on 9/9/2018 took it back in and said it wont start at all. On sept 14 got a call from Gary that my mower is fixed. However there are charges. The oil was dirty and the carburetor needed cleaning. Nothing is wrong with the coil and why do you wait so long to bring the mower back in for repairs. I told him that being I am a diesel mechanic by trade and also an owner of a concrete pumping company with 12 Mayco grout pumps which all have VH4D Wisconsin air cooled engines, I can guarantee that dirty engine oil and a dirty carb wont shut an engine off in 30 minutes.

I still haven't picked up my mower for Lowe's. Dani from customer service asked me to contact you for a rma so she can give me back my money. I think that's what she said (RMA).

Thanks

Dennis C. Franco

[protected]

Troybilt 11A-B2AQ711

SN# 1L084K90358

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8:53 am EDT
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Troy-Bilt string trimmer

I purchased a troy build string trimmer from you guys about 2 to 3 years ago. I've used it all of about 20 to 30 times. Unfortunately I had problems with the pulley disengaging so I contacted you guys. The person I spoke with immediately knew what was wrong as this is a common problem among Troy built trimmers. He sent me a spring kit believing that the springs were broken. When I took it apart, the springs were not broken, but the tabs appeared to have simply slipped from how they are supposed to be. I got the device back together and it worked a few more times only to have it disengage again. It is becoming so frequent, I can't use the device. Sadly, it is a like new device but I cannot even use it. I'm very disappointed. Clearly this is a design quality issue. I won't purchase from this company again.

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11:21 am EDT
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Troy-Bilt lawn tractor

I bought a Bronco lawn tractor from Lowe's three years ago. A week ago the transmission went. Took it to local mechanic and he said it was totally ruined. Transmission blew out and belts went. Estimated costs to replace factory sealed tranmission on the order of $500. Mechanic also said in his experience I had the worst Kohler engine they make and showed me where it was starting to leak. A complete piece of junk. Ditto a lawn trimmer I bought with the tractor. Stop working and traced problem to a short in on/off switch wiring deep within the housing. Not worth fixing and it went into trash. Your products are crap and I will never buy them again.

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6:50 pm EDT

Troy-Bilt tb200 walk behind mower

I bought a TB200 walk behind mower in April 2018. I used about 6 times up until two weeks ago. As I started it, it started to smoke really bad and spewed oil everyone. I bought it at Lowes in Deptford, NJ. I took it back to Lowes to get repaired. They wanted to charge me $103.00 to get it back. What is manufacturers warrant good for if I have to pay to get it fixed. I also bought and additional 2 year warranty from Lowes. I left it at the store because I wasn't paying to get it back. Does your company have a 100% customer satisfaction or your money back. I would like a new mower if possible. Thank you.

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6:46 pm EDT

Troy-Bilt zero turn mower

6 week old mower has squeak in front end. called customer service was told by representative that because Lowes had mower outside and it must have been rained on and they couldn't be responsible for it. I was told it should have been bought in a crate AT THE STORE. I was instructed to go fight with the Lowes manager as it was their fault. I was given no help after being on hold for almost an hour.

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12:47 pm EDT
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Troy-Bilt pressure washer manifold

I have the 3100 XP series pressure washer with a Honda engine. I have attached pictures of the manifold that had a piece blow off of it on the 3rd time i went to use this. I have also attached the receipt to show its still in its 2 year warranty time frame. I took it to a service center and he said he would send pictures in to see if its covered. My question is how can i have a 2 year warranty and it not be valid. Can someone please get back with me when you can. I would like to know what else i can do to get this taken care of in the proper manner. Thanks

James Ulrich [protected]

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11:38 am EDT

Troy-Bilt tr30

First of all the machine is great! The problem is that the bottom of the steering wheel has very sharp edges on it and made several deep scratches on my knee. My solution was to take the wheel off and smooth it out and then place some tape on it so that it wont tear my knee up anymore. I bought it on Friday 08/03/18 and used it for he first time on Saturday. Just a buffing of the sharp edges might solve the problem for future buyers

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12:29 pm EDT

Troy-Bilt warranty for troy-bilt 25cc ss trimmer, mn: tb35ec

Purchased from Lowes North Little Rock, AR store on March 24, 2017.Trimmer is used for personal, family or household purposes. Power source can be used with various attachments. I liked this so well that I have purchased the following attachments: blower and edger. On/about July 6, 2018, as I was using the weed trimmer attachment the power source locked up and quit running. I took the power source to the Lowes store as it was under warranty for repair. Gas was removed from device as store will not accept devices with gas in them. On July 27, 2018 I stopped by the Lowes store to check on repair of power source. The device was not repaired and this is what the ticket says " LSA declined repair had wrong gas/oil mixture." I further questioned the Assistant Store Manager, Matt, as to how the oil/gas mixture could be wrong since there was no gas in the device. Matt said the repair shop found metal shavings in the engine and determined that the oil/gas mixture was wrong, that it would cost more to repair than the cost of a new device. I have a lot of money invested in this product and have bragged to my friends as to the usefulness of the device. Do I have any recourse to have my device repaired under warranty, as I do not agree with the repair shop interpretation. It could have been a defective part that caused the lockup. To say it was the wrong oil/gas mixture because metal filings were found in the engine is a long stretch to me. Thanks for hearing me out and I am open to any questions that you may have .

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3:43 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Troy-Bilt model 30477 xp 7000 gen

I purchased a troy-bilt xp 7000-running-watt portable generator with briggs & stratton engine on may 25th this year. I took it out the box put it together. Checked the oil level & added 1 gallon of gas. Started it. I connected a drill to see if it worked. Which it did. I was very pleased with it. I started it up on the 1st of this month. Noticed the display is not working. Connected a drill it did not work. Brought it to lowes. They sent it in for repairs. They called me saying it will cost me $522.56 to fix. They said it was over loaded. This generator has over load protection. If i did over load it (with a drill) it should of went into protect mode. It did not. So this being said. The protect mode is faulty. Which is the cause of the failure. Its only 36 days old.. I bought it just for hurricane season. I bought a troy bilt in 2005 i gave it to my dad this year still working. I am very dis satisfied with the repair shop decision. Can you please help.. Thank you. The repair is under my cell number.[protected]. Have a blessed day.

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Troy-Bilt contacts

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+1 (800) 828-5500 +1 (888) 611-6708 More phone numbers

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www.troybilt.com

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