Troy-Bilt Customer Service Issues

I bought a new Troybilt 20hp Kohler riding mower about two years ago. Within a year, I had to service it because it was running poorly, almost as if it was choking. The repair shop replaced the carburetor kit, but now, less than a year later, it's running even worse. It's backfiring and choking once more. I've cleaned the carburetor, air filter, changed spark plugs, inspected the fuel filter, and switched to non-ethanol gas, but it's still running terribly. Another technician suggested it might be getting too much gas or not enough air. When I removed the entire air cleaner compartment, it ran well but burned gas quickly. When I put the air cleaner back on, it ran poorly again. Additionally, the interlocking brake lever doesn't move the metal lever enough to engage the switch or button.

I have a Briggs motor with a Kohler-stamped pull cord assembly. I am in need of a friction plate, pawls, and pawl springs. The local Troybilt dealer informed me that I can only purchase the entire assembly for $40, which seems excessive for the $15 worth of parts I require. I bought this item from Lowe's for around $[redacted] in [redacted] with a 3-year extended warranty. After experiencing starting issues and attempting to clean the carburetor, I lost the floating needle and was charged $[redacted] at Lowe's for repair. Since Lowe's is not a viable option for me, I am seeking the part numbers and a reliable source to purchase the needed components. I tried to access the live chat, but encountered DNS issues. Kindly address this as well. Thank you. - R. Hardy

I bought a Troy Bilt Flex pressure washer, but the box arrived opened with all the accessory packages missing. I didn't receive the spray handle attachment. When contacting Lowes, they initially claimed the handle wasn't included. After sending them a picture of the manual indicating it should be included, they said they didn't have a replacement handle. They offered a handle from another brand instead of the correct Troy Bilt one. This experience has been disappointing, considering Troy Bilt's reputation. I simply want the correct spray handle to be sent to me. Returning the item to the store is inconvenient due to the distance, and no nearby store has the replacement in stock.

I purchased a Troy-Bilt TB 22 Trimmer last summer and have only used it three times. Starting it is extremely difficult, requiring 10 to 15 pulls just to get it running, if it starts at all. I followed the gas mixture instructions in the manual. If I manage to start it, it runs for only 5 to 10 minutes before stalling out. My Troy-Bilt snow blower and lawn mower run smoothly, but this trimmer is a disappointment. My shoulder is sore from trying to start it. I attempted to return it to Lowe's, but their 30-day return policy prevented me from exchanging it. I seek assistance to resolve this issue to continue being a loyal Troy-Bilt customer. I appreciate your prompt response. Thank you.

I had taken my Troy-Bilt zero-turn mower in for repairs under warranty, and when I received it back, it was leaking oil. I informed the shop of the issue, but they wanted to charge me $[redacted] to fix what they had caused. Feeling frustrated, I decided to take it to Wood Equipment on Highway 80 in Jackson, MS. They mentioned that the motor is deteriorating, but they could repair it at my expense since it’s not covered by warranty. I contested that it should still be under warranty. This marks my third attempt to address this with the company. My mower is only about 2 and a half years old.

I bought a Troy Bilt Bronco riding mower on May 30th and have only used it a few times. On August 6th, while mowing, it suddenly started to emit smoke from the exhaust and the engine seized up. Upon inspection, I discovered that the carburetor was leaking fuel. After researching online, I found out that other customers have experienced the same issue with this model, where gas leaks into the crankcase due to a faulty carburetor. This poses a serious safety concern as the leak occurred while I was mowing and could have potentially led to a fire. I believe Troy Bilt should take responsibility for this product defect and, with the help of the retailer, Lowes, provide a resolution by accepting the return of this hazardous mower.

I purchased a Troy-Bilt TB-[redacted] lawnmower on 5/17/18, but on 7/28/18, it suddenly stopped working. Despite my efforts, I couldn't get it to start again. It's been at Lowes for repairs for two weeks now, and I am frustrated that a mower I've only had for two months is already in the shop. As a working person, I saved up to buy this mower, hoping it would be reliable as I did extensive research beforehand. Initially, I was thrilled with how it performed, starting smoothly every time. However, when it failed to start after just two months, I was disappointed and upset. Lowes is insisting on charging me for repairs as I didn't purchase an extended warranty from them. I believe this is unfair because the mower comes with a 2-year warranty. I am worried about the uncertain timeline for repairs, the potential additional costs, and the inconvenience of not having a working mower. I wonder if Troy-Bilt values its customers' satisfaction and stands behind the quality of its products. I hope they will address this issue and help me get back to mowing my lawn.

I mainly use Troy-Bilt Lawn and Garden Equipment and have experienced issues with my Weed Eater, specifically the pull cord. Even though the item was less than 8 weeks old, when I tried to return it to my local Home Depot, they directed me to contact the company. I temporarily used a screw gun driver to start it, but now it won't start at all. I also possess the recalled edger attachment, which is part of my tool collection that includes a Troy-Bilt Hedge Trimmer, pole saw, and tiller attachments. I am hoping to receive authorization for Home Depot located on Nine Mile Rd. in Pensacola, Florida, to exchange my String Trimmer TB [redacted] EC and edger attachment for new ones. Additionally, I have a Troy-Bilt lawn mower.

We've had a Troy-Bilt riding lawnmower for about three years, and it has been nothing but trouble! We've had to replace the spindle, belt guards, fuel filter multiple times, and even the steering wheel assembly. It has spent a lot of time in the shop. We really need a reliable riding lawnmower as we have six acres of land to cut. I am extremely dissatisfied and frustrated. Unfortunately, our warranty has expired, so we are now stuck with a defective machine. I wish we could at least get a refund.

I am disappointed to say that this is my second weed eater purchase from your company. The first one only lasted me around 2 months before malfunctioning, and it was extremely difficult to get it started. The second one, which I bought just 3 days ago, is already showing the same issues. I am planning to return it and look for a different brand than Troy-Bilt. Additionally, it has been frustrating trying to reach a real person for customer service support. I live in Augusta, GA, and it's currently 2 o'clock as I write this. I find it unprofessional to have suggestive messages while on hold for customer service. It's not a wise choice to try to sell such services to a customer experiencing frustration with a faulty product.

After sharing my son’s TroyBilt 4-stroke trimmer/blower/hedge trimmer for two seasons, I bought a TB22 trimmer, considering my yard needed minimal trimming post mowing, thinking the 4-stroke was too much. The first year went well, but come the second year, it was hard to start, ran at low throttle, and struggled. Even after winter prep, it had issues starting and often stalled on small grass bunches. Season 3 didn’t start, so we cleaned the carburetor, changed fuel lines, and spark plug, which briefly fixed it but returned to sputtering. Unable to handle any more frustrations, I borrowed a neighbor's trimmer until last weekend when the TB22 failed miserably. Instead of smashing it, I chose to replace it with new equipment as my 30-year-old Black and Decker Edge Hog still works perfectly. Despite past faith in your products, two years of frustration led me to switch to more reliable tools.

My TB30R lawn tractor is currently at Indiana Engine for repairs, located at [redacted] US 33, Elkhart, IN [redacted]. It has been there for two weeks awaiting a replacement BELT GUIDE. The repair shop mentioned they have a new drive belt to replace the broken one. This tractor, bought at Lowe's in Goshen, IN, is only 14 months old, and I rely on it, especially since I have a knee injury. If the BELT GUIDE is on back order, could you please prioritize its removal from a new unit and overnight ship it to the repair shop? I have multiple TB products and value your customer service. The shop believes it's unusual for these belts to break, suggesting it might have been defective. Thank you in advance for any support you can provide.

I need assistance identifying the model number of my red Troy-Bilt lawn tractor, which I purchased second-hand and lacks any identifying plates or tags. The tractor is equipped with a 17.5 horsepower Briggs & Stratton Intek OHV engine with specific model [redacted], type [redacted]-e1, and code 010131ZE. It features 20 x 8 rear tires, a 42-inch black mower deck with 5 height adjustments, a continuous variable speed gear-driven transmission with pedal drive and cruise control. Notably, the pedals and brake are found on the right side, the red hood has 2 rows of louvers, the gas tank capacity is between 2.5 - 3.0 gallons, the forward-neutral-reverse lever is located on the left side, and it utilizes 4 different belts (2 transmission belts and 2 mower deck/drive belts). There are no pony or bronco stickers present, and the air filter is a long triangular shape with rounded, curved edges. I require the model number to purchase necessary parts and appreciate any assistance you can offer.

I wanted to express my disappointment with Troy-Bilt products. I have been a loyal customer, but after experiencing carburetor issues with my last three weed eaters in less than a year, I must say I won't be purchasing from your company anymore. Living in South Carolina, the heat poses a challenge, but the frequent breakdowns are no longer acceptable. The first two weed eaters failed to start, leading me to buy a charger that only lasted six months, failing to charge adequately. Switching to your latest model with the full choke start didn't solve the issues, as it required constant full choke use. Additionally, when attaching the edger, the screw didn't hold the top clamp tightly, necessitating drilling and screwing modifications. The investment made me realize I could have bought a higher-quality product. I am now looking to purchase Works products, finding their blower to perform well. Though disappointed, I understand that many customers may prefer affordability over quality. Unfortunately, the decline in the durability and performance of Troy-Bilt products has led me to part ways with your brand.

I recently purchased a Troy-Bilt XP 4-cycle weedeater from Lowe's. After encountering a compression issue, I returned it to Lowe's. A person in the tool department recommended exchanging it for a new one, which I did. Initially, the new weedeater with electric start worked well, but it developed problems within a year. Lowe's had me bring it in for repair, which ended up being a challenging process. Eventually, Troy-Bilt authorized the repair shop to replace the motor. However, even after the repair, the weedeater did not function as expected. My attempts to address this issue with Troy-Bilt's customer service were unsuccessful. I believe there were mishandlings in the repair process, and now I am left without a working weedeater. I wanted to share my experience to raise awareness. Thank you, J.R. Drewery.

I purchased the Troy-Bilt tractor on October 13, and it was delivered on the 15th. When I tried to use it on the 22nd, it wouldn't start. A technician advised me to replace the battery and assured me of reimbursement, so I bought a new one. Yesterday was my first attempt to use it on my steep yard, but unfortunately, it lacks the power to navigate the hills safely. The mower moves too quickly and poses a risk to me due to my age. I have only used it once in three weeks and I feel it's not suitable for my needs. I would like guidance on how to arrange the return of the product. Thank you for your assistance.

I had a terrible experience with this company's customer service. I placed an order online and paid with my credit card, receiving a FedEx tracking number for the delivery. Unfortunately, a day before the expected delivery, I was informed that the item was being returned to the shipper. After contacting FedEx and being directed back to the shipper, I endured a long hold before speaking to a rude lady who accused me of wrongdoing due to using a different shipping address. Despite explaining the website allowed this option, she was unhelpful and unsympathetic. The call was frustrating, and when offered a transfer to the sales department, I found the suggestion absurd.

I purchased a walk-behind leaf blower from Home Depot on April 25. They originally mentioned it would arrive within a week, and today, I received an email saying it was ready for pickup. However, upon reaching the store, I noticed it was not in a branded Troy Bilt box but a plain brown box that was resealed. To my dismay, the blower was placed on top of a torn plastic bag, causing oil to leak inside and damage the equipment and accessories like hardware, glasses, and the manual. The store accepted the return and placed a new order, but the replacement won't be available until May 9th to the 11th. I hope they can expedite the process. Thank you for any assistance you can provide. - Paul P., 15 High Rock Drive, North Attleboro, MA [redacted]. [redacted]

Subject: Issues with Recently Purchased Lawn Mower I recently acquired the Recycler 22 in. SmartStow High Wheel Variable Speed Walk Behind Gas Self Propelled Mower from Home Depot. Unfortunately, upon using it for the first time, I noticed black oil being expelled around the deck. Despite receiving a 10% veteran discount, I had to return the mower due to this issue. I am now contemplating whether to stick with the same model or consider a different brand; the experience has been disappointing as I expected better quality from a Troy-Bilt product. I believe in providing feedback to help improve products, and I am willing to share photos of the mower and the purchase receipt for further investigation. Thank you for your attention to this matter. Best regards, Stephen W. Ellicott City, MD

I purchased a TB30R riding mower on April 8, [redacted]. Unfortunately, it stopped running after the first use. I requested assistance, but they insisted I transport it to a repair shop at my own expense. After weeks of back-and-forth, I returned the mower to the store for a replacement. When the new mower arrived, it was not assembled, so the delivery team put it together. However, upon inspection, it sounded unstable, with missing parts and a misaligned motor. It has been a frustrating experience, and I am disappointed with Troy-Bilt's customer service.