Business Profile

Lawn Mowers

MTD Products, Inc.

Headquarters

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Complaints

This profile includes complaints for MTD Products, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

346 total complaints in the last 3 years.
117 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:06/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have bought my 2nd craftsman weed eater in 2 years this 2nd one is the commercial grade engine and it ran 1/2 summer and quit working I’ve reached out to the company cause it’s under a 3 year warranty finally after about a year they told me I needed to take it way out to someone who’s worked on then an hour away to see if it’s under warranty for the problem and I don’t have any transportation and you think after me buying my 2nd one they would be willing to sure I was being treated like a valuable costumer I’ve reached out to the corporate office and the CEO and so they can care less I just want a weed eater that works
Business Response
Date: 06/23/2025
Good afternoon ****** ******

We’re sorry to hear that you didn’t receive the answers you were looking for from our customer support team. Your equipment came equipped with a minimum 3-year manufacturing warranty, and we do stand behind our products and our warranties. Our authorized service dealers handle all of our warranty claims and adjustments and can work directly with our customer support to fix the problem. As long as one of our dealers says that this was a manufacturing defect and files a warranty claim, we are happy to cover the repair charges. Unfortunately, we are not able to reimburse or replace the equipment unless it is deemed unrepairable due to a manufacturer defect.

If you are in need of pick-up service, discuss this with the service center. Transportation charges and service calls for warranty related services are not provided as a part of the manufacturer's warranty coverage. Please consult the warranty declarations page of the Operator's Manual for complete warranty coverage provisions and limitations. Many service centers offer this optional service at a nominal charge. We can offer reimbursement for the transportation cost as a one-time courtesy as long as proper documentation is provided(paid invoice/receipt).

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:06/16/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 6th, I placed an order for a Cub Cadet lawn mower (Model XT1 Enduro LT 50 in) through *************. Order #**********.

June 12th, the order was delivered to my listed property location.

On June 14th, I noticed a flat tire on the rear left. I further realized it was a leaking tire

On June 14th, I contacted ************* for a solution and was told to contact Cub Cadet during the following workdays since they are off on weekends.

On June 16th:

1) I located Cub Cadet's local warranty partner, C & N Lawnmower Repair, Inc., and tried to call for tire repair. I received no answer; instead, the courtesy message was in another language.

2)Later, I called Cub Cadet Customer Service at ************ and was advised that I could either bring my lawn mower to their local partner (C & N Lawnmower Repair, Inc.) for repair, or they could ship me a new tire for self-repair because they don't have mobile service available from their C & N partner. Ironically, the customer service representative from Cub Cadet put me on hold and tried to contact C & N himself, but still couldn't make the connection and told me their voicemail was in a foreign language.

3)I made another call to Cub Cadet, and a nice gentleman gave me the same solution of shipping me a new tire.

My complaints: a) Why is a customer who received a defective product asked to repair it themselves? If I had a trailer to tow a 50-inch lawnmower, I wouldn't be happy to do so since this is not the customer's fault. At this point, I haven't seen a confirmation email (I was told by Cub Cadet that an email would be sent to me) indicating that the case has been processed and the tire shipped.

b) Should I worry about how Cub Cadet is honoring their warranty now? If contacting C & N Lawnmower Repair is the way to go through the warranty, I am concerned that my further problems will never be addressed properly, or that they will send me parts for self-repair, which is not listed in the warranty manual.
Business Response
Date: 06/17/2025
Good afternoon **** ****,

We’re sorry to hear that you had difficulty contacting one of our local authorized service dealers C & N Lawnmower Repair Inc. We have several other service providers in your area that do warranty repair, and you can find a location by visiting ***************** and utilizing our service locator tool. Your equipment came equipped with a minimum 3-year manufacturing warranty, and we do stand behind our products and our warranties. Our authorized service dealers handle all of our warranty claims and adjustments and can work directly with our customer support to fix the problem. As long as one of our dealers says that this was a manufacturing defect and files a warranty claim, we are happy to cover the repair charges. Unfortunately, we are not able to reimburse or replace the equipment unless it is deemed unrepairable due to a manufacturer defect.

If you are in need of pick-up service, discuss this with the service center. Transportation charges and service calls for warranty related services are not provided as a part of the manufacturer's warranty coverage. Please consult the warranty declarations page of the Operator's Manual for complete warranty coverage provisions and limitations. Many service centers offer this optional service at a nominal charge.

Our records indicate that a no charge order was placed for you on 6/16/2025 for a replacement wheel and is currently processing in our system. It can take 1-3 business days for the order to process and ship out. Your no charge order number is **********, and you will receive an email with tracking information once the order has shipped.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 06/20/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:06/11/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased Club Cadet and it caught fire after 4 days, MTD gave me a refund for only the purchase price. They did not refund the sales tax of $262.50. I called MTD, and they told me they do not refund sales tax. So I asked them what are you going to do with my tax money and they could not tell me. It is illegal for them to keep my sales tax that goes nowhere but in their pockets. I have made a complaint to MTD on ****** off customer and have not heard anything from them. If this is a practice they are doing to all their customer this should be address and stopped. They are stealing from their customers and making a profit from bad **********************. I look forward to your input on this matter. thanks
Business Response
Date: 06/17/2025
Good afternoon ***** Morning,

We apologize that you did not receive the sales tax as part of your consumer reimbursement, this was overlooked on our end. We have submitted a new consumer reimbursement in the amount of $262.50 today 6/17/2025. Reimbursement checks are generally cut on Wednesday and mailed out the following Thursday. Please allow 7-10 business days to receive the check via **** once it has been mailed out.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by ******* ***** & ******

Customer Answer
Date: 06/20/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to give my personal appreciation to the BBB for their fast and professional manner in getting a response from MTD. Keep up the good work, again Thanks.
Initial Complaint
Date:06/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a Craftsman WS4200 Weed Trimmer from Lowes of Escondido on 9/20/2023. The item has a 2 year warranty. The trimmer lost all electrical power. I followed their suggested fixes, bought the new spark-plug as directed and it still will not operate. I filed a claim on the Craftsman website as directed. I was then told that the claim has to be processed by a their MTD division. After an email or two, and 1.5 hours on the phone, they told me that I have to pay for the repairs myself.
Business Response
Date: 06/16/2025
Good afternoon **** ***,

We’re sorry to hear that you didn’t receive the answers you were looking for from our customer support team. Your equipment came equipped with a minimum 2-year manufacturing warranty, and we do stand behind our products and our warranties. Our authorized service dealers handle all of our warranty claims and adjustments and can work directly with our customer support to fix the problem. As long as one of our dealers says that this was a manufacturing defect and files a warranty claim, we are happy to cover the repair charges. Unfortunately, we are not able to reimburse or replace the equipment unless it is deemed unrepairable due to a manufacturer defect.

If you are in need of pick-up service, discuss this with the service center. Transportation charges and service calls for warranty related services are not provided as a part of the manufacturer's warranty coverage. Please consult the warranty declarations page of the Operator's Manual for complete warranty coverage provisions and limitations. Many service centers offer this optional service at a nominal charge. We can offer reimbursement for the transportation as a one-time courtesy as long as proper documentation is provided(paid invoice/receipt).

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 06/17/2025
Thank You...
I have corresponded with three (3) different Customer Service Departments so far. When I got to yours, they told me they cannot help and that I would have to drive 2 hours to take it to an authorized repair service.
They gave me Case# ********
I am a 60 year old Disabled American Veteran. I do not have a way to transport this to another city 2-hours from my location. I explained this to your customer service team several times, and they gave me the "Oh Well, Not our Problem" answer.
So I don't know what to do....Am I just out my $250.00 ???
Business Response
Date: 06/20/2025
Good afternoon **** ***,

We apologize for any confusion. We will reimburse you for the transportation
fee once we receive a copy of the paid invoice/receipt as a one-time courtesy. You
will just need to give us a call at ************** and reference case # ******** when you are ready to begin the reimbursement process. We hope this helps
clarify our previous offer.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD
Products by Stanley Black & Decker
Initial Complaint
Date:06/10/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a troy built 42 inch pony riding lawnmower in July 2023 and have had nothing but problems with it first there was a carburetor in first couple months since then I’ve had a chance of spark plug three times air filter twice and I have to jump it to start it every time.. they have a two year warranty on it but they want me to pay $100 for them to come pick it up then pay for diagnostics and then I would have to pay for the parts. Labor is only covered under warranty according to them.
Customer Answer
Date: 06/10/2025
Troy Built has changed there warranties to 3 years now as well.
Business Response
Date: 06/12/2025
Good afternoon ***** ****,

Your equipment came equipped with a minimum 2-year manufacturing warranty, and
we do stand behind our products and our warranties. Our authorized service dealers
handle all of our warranty claims and adjustments and can work directly with
our customer support to fix the problem. As long as one of our dealers says
that this was a manufacturing defect and files a warranty claim, we are happy
to cover the repair charges. Unfortunately, we are not able to reimburse or replace
the equipment unless it is deemed unrepairable due to a manufacturer defect.

If you are in need of pick-up service, discuss this with the service center.
Transportation charges and service calls for warranty related services are not
provided as a part of the manufacturer's warranty coverage. Please consult the
warranty declarations page of the Operator's Manual for complete warranty
coverage provisions and limitations. Many service centers offer this optional
service at a nominal charge. We can offer reimbursement for the transportation as
a one-time courtesy as long as proper documentation is provided(paid
invoice/receipt).

It is not uncommon for service centers to
request a deposit fee for any product failure diagnostic time and service
estimate preparation time, even if the product is still within the
manufacturer's or engine manufacturer's warranty period. Generally, these
deposits for diagnostic service time vary in price from $25-$100 and are
normally refunded to you if the repair is determined to be a warranted repair.
In situations where the service center finds that the failure was not a
warranted failure, the diagnostic fee is generally applied to the final cost of
any non-warranted repairs approved by and billed to the customer. We have
documented this under case # ********, and would encourage you to give us a
call at ************** if you have any questions or need to discuss this
further.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 06/13/2025
I am rejecting this response because:
Well, they stand behind their warranty but apparently not behind customer satisfaction.I would be without a lawnmower till September. Are they gonna cut my grass? I own 1.4 acres. They even said it’s a Home Depot that yes they will probably be without a lawnmower until September if parts need to be ordered.
Initial Complaint
Date:06/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a Troy Bilt lawn tractor from Tractor Supply. The tractor has a three-year warranty. I mowed part of our front lawn and stopped whereupon I noticed oil leaking from the engine. I called Troy Bilt regarding the problem and after much conversation found the nearest warranty center was 60 miles away in Fort Myers, Fl. I called that center and was told I was too far away for them to service the tractor. The web site for Troy Bilt lists a center in Sarasota but upon calling them I was told they do not honor Troy-Bilt warranties. So Troy Bilt has a warranty but no way to have the item serviced under the warranty. I approached Tractor Supply and management is exploring if they can arrange repair or refund. They did not have another tractor for exchange. My complaint is the holding out of a three-year warranty with no means to have the repair done. i am 82 years old and do not have means to take the tractor anywhere to have it repaired. Would appreciate you contacting Troy Bilt to help resolve this matter. I also have no way to cut our lawn and lawn service is beyond our retirement budget here in Venice Florida. Please help. If supporting documentation is needed, please let me know. My case number of conversation with Troy Bilt is: ********. My conversation with them was on or about May 30. We would like repair, replacement or refund from Tractor Supply if Troy Bilt cannot resolve this issue.
Business Response
Date: 06/12/2025
Good
afternoon ****** ******,

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. Your equipment came equipped with a minimum 3-year
manufacturing warranty, and we do stand behind our products and our warranties.
Our authorized service dealers handle all of our warranty claims and
adjustments and can work directly with our customer support to fix the problem.
As long as one of our dealers says that this was a manufacturing defect and
files a warranty claim, we are happy to cover the repair charges.
Unfortunately, we are not able to reimburse or replace the equipment unless it
is deemed unrepairable due to a manufacturer defect.

If you are in need of pick-up service, discuss this with the service center.
Transportation charges and service calls for warranty related services are not
provided as a part of the manufacturer's warranty coverage. Please consult the
warranty declarations page of the Operator's Manual for complete warranty
coverage provisions and limitations. Many service centers offer this optional
service at a nominal charge. We can offer reimbursement for the transportation as
a one-time courtesy as long as proper documentation is provided(paid
invoice/receipt).

If you do not have a authorized service dealer in your area, you can take your
equipment to an out of network service dealer of your choice, and as long as it
is confirmed that the failure was caused by a manufacturer defect and proper
documentation is provided, we can reimburse you for the warranty repair(parts and
labor). This information has been updated under your case # ********.

Please let us know if you have any questions or need further assistance.
Business Response
Date: 06/12/2025
Good afternoon ****** ******,

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. Your equipment came equipped with a minimum 3-year
manufacturing warranty, and we do stand behind our products and our warranties.
Our authorized service dealers handle all of our warranty claims and
adjustments and can work directly with our customer support to fix the problem.
As long as one of our dealers says that this was a manufacturing defect and
files a warranty claim, we are happy to cover the repair charges.
Unfortunately, we are not able to reimburse or replace the equipment unless it
is deemed unrepairable due to a manufacturer defect.

If you are in need of pick-up service, discuss this with the service center.
Transportation charges and service calls for warranty related services are not
provided as a part of the manufacturer's warranty coverage. Please consult the
warranty declarations page of the Operator's Manual for complete warranty
coverage provisions and limitations. Many service centers offer this optional
service at a nominal charge. We can offer reimbursement for the transportation as
a one-time courtesy as long as proper documentation is provided(paid
invoice/receipt).

If you do not have a authorized service dealer in your area, you can take your
equipment to an out of network service dealer of your choice, and as long as it
is confirmed that the failure was caused by a manufacturer defect and proper
documentation is provided, we can reimburse you for the warranty repair(parts and
labor). This information has been updated under your case # ********.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Initial Complaint
Date:06/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a riding lawnmower at ***** on April 19, 2025 and it was delivered to my home on April 21st, 2025. This lawnmower came with a 2 yr manufacturer warranty by Craftsman. I have used this lawnmower only 3 times so far. The lawnmower is defective because it is leaking gas into the oil reservoir. The window to return this lawnmower was 30 days after purchasing it, which would have been May 19th. I have been trying to contact Craftsman by phone, and I also submitted a claim. I heard back from Jester Payofilin, *********************************** on June 2nd and they said that the claim was forwarded to MTD PARTS. I have still not heard anything back yet. It has been over six days now and no reply or update back. I have called ******************************** and I have also gone to the store and they were also unable to talk to someone from Craftsman as to my claim. Craftsman has been giving me the run around and not making it east in honoring their 2 yr manufacturer warranty. Every time I called, I was given 6 different phones numbers and I am unable to talk to anyone. ***** store assist manager also tried to reach out and was also not able to reach anyone. I bought this lawnmower brand new, and it is defective and I want a resolution ASAP.
Business Response
Date: 06/12/2025
Good afternoon ****** *****,

Were sorry to hear that you did not receive the answers you were looking for from our customer support team. We want to assist you with resolving this matter as quickly and efficiently as possible. Our records indicate that your correspondence was sent to an unmonitored queue, which is why you have not heard back from us.Your equipment came equipped with a minimum 2-year manufacturing warranty, and we do stand behind our products and our warranties. Our authorized service dealers handle all of our warranty claims and adjustments and can work directly with our customer support to fix the problem. As long as one of our dealers says that this was a manufacturing defect and files a warranty claim, we are happy to cover the repair charges. Unfortunately, we are not able to reimburse or replace the equipment unless it is deemed unrepairable due to a manufacturer defect.

If you are in need of pick-up service, discuss this with the service center.Transportation charges and service calls for warranty related services are not provided as a part of the manufacturer's warranty coverage. Please consult the warranty declarations page of the Operator's Manual for complete warranty coverage provisions and limitations. Many service centers offer this optional service at a nominal charge. We can offer reimbursement for the transportation as a one-time courtesy as long as proper documentation is provided(paid invoice/receipt). We have documented this under case # ********, and would encourage you to give us a call at ************** if you have any questions or need to discuss this further.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by ******* ***** & ******
Customer Answer
Date: 06/12/2025
I am rejecting this response because their answer as to the claim was sent to an unmonitored queue is unacceptable. I reached out directly to Craftsman on June 2nd and Jester Payofilin, Craftsman support, forwarded this to MTD that same day and I never got an update or response from MTD. MTD or Craftsman needs to do a better job when they say the claim is being sent to a queue that is unmonitored. How is this supposed to help the customer? If it was not for this complaint with the BBB, I would have never heard anything back. If Craftsman or MTD is offering a manufacturer warranty, honor that and don't just ghost a person. It was very hard to reach Craftsman. I had 7 different numbers given to me by Craftsman themselves and I also reached out to MTD, and I gave them my claim number and it just hung up. It seems they don't want to be reached when it comes to warranty for their equipment. Even the ************** tried calling when I was not able to reach anyone, and they were also given the runaround. Since Lowes was not able to get in touch with Craftsman and I was not able to get in touch and I did not receive any emails from Craftsman or MTD, Lowes has graciously resolved the issue with me locally, which should have been Craftsman or MTD's responsibility since it is their warranty. This riding lawnmower was purchased on April 19th, and was only used no more than 3 times and already had issues. I hope in the future never to buy a lawnmower from Craftsman or MTD. In my opinion, I think it is very fishy that *** immediately responded to this complaint due to the BBB complaint. Do a better job!
Initial Complaint
Date:06/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a cub cadet from tractor supply on December 23 of 2024 after cutting my grass twice it quit running will not stay once it starts getting hot. Call cub cadet hotline found a service center which is state sharp in Broadview Heights took my lawnmower there after 10 days of waiting I called. Theysaid they needed the receipt for proof. I text them. The receipt have been trying to get a hold of cub cadet cannot speak to anyone. I 60 years old and I cannot continue to cut my grass without a riding lawnmower. I have health issues. They need to have a complaint section or at least someone you can talk to about these issues.
Business Response
Date: 06/12/2025
Good afternoon ***** *******,

We’re sorry to hear that you haven’t been
satisfied with your Cub Cadet rider, and we understand equipment issues can be
frustrating. Your
equipment came equipped with a minimum 3-year manufacturing warranty, and we do
stand behind our products and our warranties. Our authorized service dealers handle
all of our warranty claims and adjustments and can work directly with our
customer support to fix the problem. As long as one of our dealers says that
this was a manufacturing defect and files a warranty claim, we are happy to
cover the repair charges. Cub Cadet service providers do strive to return
equipment within 14 days. They need time to inspect the equipment, provide
estimates, order parts and repair the unit. Warranty
repair service time can also vary with seasonal volume spikes. This is standard
for the industry when these unusual peak seasonal surges arrive.

If you would like to discuss this more in depth or have any questions regarding
warranty coverage, we would encourage you to give us a call at ************** and reference your case # ******** once you are connected with one of our customer
support advocates.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Initial Complaint
Date:06/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Warranty claim (#********) submitted through authorized local dealer, Voss Brothers in Powell, OH, for repairs to a Cub Cadet lawn tractor (including a broken hood hinge and a severely rusted and failed deck support beam). Along with the claim, I submitted valid proof of purchase confirming the product is still under the Cub Cadet warranty, as well as detailed photos of the damaged parts.
The main support beam on the deck rusted through and broke during normal mowing operations, causing the deck to detach mid-use. This failure not only posed a serious safety hazard but also caused substantial lawn damage. Such structural rust and failure are clearly indicative of a defect or premature deterioration—not “normal wear and tear” or “impact damage” as I was inconsistently told in subsequent conversations with Cub Cadet customer service.
I made multiple follow-up calls to Cub Cadet customer service line and was given conflicting reasons for the denial of my claim. First, I was told that the claim was denied due to “impact damage” seen in the photos. I explained that the damage resulted from structural failure, not impact. I was assured a manager would review and return my call within 1–2 business days. I never received a call back.
On my next call, I was told the claim was denied due to “normal wear and tear.” Again, I disputed this rationale, as the deck support beam rusted and collapsed—a clear failure of materials or workmanship, not wear. I once again requested escalation to a manager and was promised a return call that never came.
When I called yet again, I was informed that the deck and hinge were not covered under warranty because “only the unit is
Each time I’ve called, I’ve had to re-explain the entire situation to a new representative and was given different and contradictory reasons for denial, followed by more broken promises of manager escalation and call-backs. This pattern is unacceptable, unprofessional, and potentially deceptive.
Customer Answer
Date: 06/04/2025
Also, I searched around social media and found countless posts with complaints about lack of Cub Cadet support and denied warranty claims. I finally got in contact with them for a final follow-up and was rudely denied. This time they said rust is ‘normal wear’ and is not covered under their warranty. I disputed that statement and told them there’s no way a mower deck should rust and fall off in less than 3 years but they would not change the decision or offer any support. They just said ‘have a nice day’ and hung up.
Customer Answer
Date: 06/04/2025
Here is a formal statement from Voss Brothers disputing the Cub Cadet claim that my dealer recommended warranty claim denial.
This is Ira with Voss Bros. I did, indeed, contact Cub Cadet in regards to initiating a warranty case for your mower, however my interaction with them was limited to getting a case created and submitting the photos they had requested. Neither I, nor any dealer, have any input into what Cub Cadet chooses to approve warranty on and am unsure why you were told otherwise. If Cub Cadet does decide to make your repairs under warranty we will be more than happy to help you out but this determination is solely at their discretion. I, and Voss Bros, certainly apologize for the confusion.

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

Business Response
Date: 06/12/2025
Good morning **** *****,

We’re sorry to hear that you
did not receive the answers you were looking for from our customer support
team. Your
equipment came equipped with a minimum 3-year manufacturing warranty, and we do
stand behind our products and our warranties. Our authorized service dealers handle
all of our warranty claims and adjustments and can work directly with our
customer support to fix the problem. As long as one of our dealers says that
this was a manufacturing defect and files a warranty claim, we are happy to
cover the repair charges.

Our records indicate that the authorized service dealer Voss Bros. Sales and
Rentals determined the cause of failure was due to impact and provided photos
to support their diagnoses. The warranty claim was denied because it was
determiner that the failure was caused by operator error, and not a
manufacturer defect. If you would like to discuss this further, please let us
know the best time of day to reach you, and we will get you in touch with the
right person here at Cub Cadet.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Initial Complaint
Date:06/02/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Cub Cadet Tractor in 2024 at the beginning of the winter season. I never use the machine until recently Spring of 2025 as there is no need to cut grass in the winter. In doing so, I used new tractor once and the machine completely died on me. It will not start. I had to jump the tractor in order for it to start. I attempted jumping the machine again and there still no start. I called Cub Cadet for a refund; they refuse to refund my purchase despite it only being used once. They offered to have it serviced under the warranty, but the closest service dealer to my address is over an hour away. The service dealer is charging almost $400 dollars just to pick the unit up. Cub Cadet will not pay for the transportation and suggested that I contact the Tractor Supply store that I purchased it from. When I contacted the tractor supply store the manager stated they do have any contact information for Cub Cadet Service Retailers. However, the manager said that they get countless returns for Cub Cadet products. He suggested that I try to sell the tractor on the side of the road and try to obtain some of my money back. This is outrageous to me that company would not stand by its product and refund people their money back. I paid almost 5K for the tractor and triple bagger. I purchased an extended warranty, and the company refuses to pay for transportation to have their product serviced. After one use, and less than two hours of time on the tractor, it failed. Cub Cadet should want to make this right, instead, I was told that there is no legal department, nor do they have a physical address to mail a court notice to. The agent was in ************ and provided me a case #.
Business Response
Date: 06/05/2025
Good morning ***** *****,

Were sorry to hear you did not receive the answers you were looking for from our customer support team,and we want to assist you with resolving this matter as quickly and efficiently as possible. Your equipment came equipped with a minimum 3-year manufacturing warranty, and we do stand behind our products and our warranties. Our authorized service dealers handle all of our warranty claims and adjustments and can work directly with our customer support to fix the problem. As long as one of our dealers says that this was a manufacturing defect and files a warranty claim, we are happy to cover the repair charges.

Transportation charges and service calls for warranty related services are not provided as a part of the manufacturer's warranty coverage. Please consult the warranty declarations page of the Operator's Manual for complete warranty coverage provisions and limitations. As a one-time courtesy we can reimburse you for the pick-up and delivery charges once we receive the proper documentation(paid invoice). This has been documented under your updated case #********.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by ******* ***** & ******
Customer Answer
Date: 06/13/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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