Business Profile

Lawn Mowers

MTD Products, Inc.

Headquarters

This business is NOT BBB Accredited.

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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

348 total complaints in the last 3 years.
119 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:07/23/2024
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.
The gas hedge trimmer was bought online on July 7, 2022, for $234.95, through Lowe's.It was delivered to our house via FedEx.When it quit while cutting the hedge on July 1, 2024,and the cord wouldn't pull,took it to Lowe's.Told me to contact Craftsman (MTD now).After calling them ************,given a case #********,put on hold for 1 hour,20 min.We called again.We were wondering about the 2-year warranty on the machine.They gave us the run-around,stating "wrong department" every time,"handled by a specialized team"with different name/number,etc.etc.etc.They don't respond to our calls or emails.We told them we would like to get it repaired under warranty and they gave us two places that haven't done warranty work in YEARS.After several phone calls and emails,we know they are not going to help us.MTD's number ************.We use the hedge trimmers once a year to do our hedge.For the July 4th weekend,our half-done hedge was quite the conversation,and we explained how we have tried to get it resolved and they just ignor us.They do not give you updated information on where to get it fixed, they will not honor the warranty.So, in other words, no help at all.We were exhausted to find a way to contact,"the right department", "the other department", "specialized team", etc. is just putting us off until we give up.That is why we are contacting you. Thank you for your time.
Business Response
Date: 07/29/2024
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 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. We have confirmed
that R V Lawn and Sport INC **** ***** *** ***** ** ***** work on Craftsman
equipment under warranty, and would encourage you to give them a call and
schedule an appointment at your earliest convenience. We apologize for the
inconvenience and appreciate your patience.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 07/30/2024
We bought the Craftsman trimmer on July 7, 2022. It stopped working on July 1, 2024. We took it to Lowe's where we ordered and paid for it (online) from. They said we have to go through Craftsman for the 2-yr warranty. The many people we spoke to on the phone, kept stating "wrong department".... We started our calls to Craftsman and got a case #******** .... it more or less ended with that. Endless emails and always with different people stating "wrong department" as well as two places they told us to take the trimmer to ---- That haven't done warranty work in YEARS...That is the history of our unfinished hedge. We heard back from the BBB (and the company) with a new name of a repair place in Rome NY. I called there to find out if they are still open, or if they still do warranty work. I gave her the details of what we have gone through. She said the warranty is expired if we bought the machine on July 7, 2022, but they can take a look at it. Even though I told her that when it broke it was close to the warranty date of expiration, but the company gave us the "run-around" and yes, it expired. We actually started the process on July 1, 2024, but I guess that doesn't count? We will be dropping the machine off in Rome NY when we can get there. With a sick parent etc. etc. etc. we will try to get it there this week.

Business Response
Date: 08/02/2024
Good Afternoon **** *****,

We understand that you were still within your warranty period at the time your
equipment failed, and due to you having trouble locating an authorized service
dealer to work on the equipment prevented you from having it evaluated under
the warranty in time. We have determined that the best course of action at this
time is to send you a replacement trimmer at no charge. Your no charge order
was placed today 8/2/2024, and you will receive it within the next 7-10
business days. Your no charge order number is ************, and email
notification was sent to the email address listed within your BBB complaint. We
apologize for the inconvenience and appreciate your patience.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 08/05/2024
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. AND.... I can't believe this is actually happening!!! With all of the run-around I got from calling them prior, and it was just getting totally ridiculous!!! THANK YOU SO MUCH for all your help!!! They said they placed the order on 8/2/24 for the replacement, and to wait 7-10 days for the arrival. I just hope it isn't another game they are playing---waiting for the 7 days and putting us off again. (If this happens and they put us off, I will let you know...if that is okay.) Thanks again for all of your help in this matter. Myself, my wife, and our hedge will be very, very happy!!! You guys are great!!!
Initial Complaint
Date:07/22/2024
Type:Product 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 3 parts, only received two with no information available for the third part order #** *******. Finally the part arrived after I had to go and purchase through a dealer. When trying to get a return authorization I called the number on the packing slip and was transferred to customer service. Tried for 3 days to contact them waiting on hold for hours. Once my call was picked up and I was promptly hung up on. Horrible customer service with no way to contact them. Chat doesn’t work.
Business Response
Date: 07/24/2024
Good Afternoon *** *****,

We’re sorry to hear that you had a difficult time getting in touch with our
customer support team back in May. At the time we were in the middle of our
busy season, and working hard to assist our customers as quickly and efficiently
as possible with limited staff. Our records indicate that you received your
fuel filter and spark plug on 5/17/2024 and that you received your rear cover
on 5/19/2024. If you still need assistance with setting up a credit and return,
we would encourage you to give us a call at **************, and one of our
customer support advocates will be able to assist you further. As of today
7/24/2024, at 1:55 PM EST, our current average hold time is 18 minutes. We
apologize for the inconvenience and appreciate your patience.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:07/22/2024
Type:Product 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 ordered a part for my lawn mower directly from cub cadet online. I was told in my email processing could take 3-5 days. I ordered the part on 6/21 I called 7/3 for an update after waiting an hour on hold I was told they did not have tracking but it was shipped. I then spent almost 3 hours on the phone today asking them to just refund my money. I was told the representative could only refund up to $50, I then asked for a manager, I was place on hold again then they disconnected my call. I called back and spent another 58 Minutes on hold. As soon as I had a representative, I asked to speak with the manager. I was again placed on hold and directed to what the phone said "was not an active number" and disconnected again. I just want my money refunded so I can purchase the part elsewhere. What a waste of my time, to spend almost 4 hours of a day patiently waiting for help to be treated so poorly. I just want my money back
Business Response
Date: 07/23/2024
Good Afternoon *****************************,

Were sorry to hear that you had a negative experience and did not receive the answers you were looking for from our customer support team. It looks like the stripping Kit is currently on backorder until the beginning of August, which is why you have not received your order. Per your request, we have cancelled your order today 7/23/2024. Please allow 1-3 business days for the authorization hold to drop off of your credit card and reflect upon your financial institution. We apologize for the inconvenience and appreciate your patience and understanding.

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

Sincerely,

MTD Products by ************************* & ******
Initial Complaint
Date:07/19/2024
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.
On 7/8/2024 I ordered 1 Oil Filter Item#: ********* & 1 Fuel Filter Item#: ********. I received only the oil filter with an empty hard envelop. I tried to contact the company, nobody answered.
Business Response
Date: 07/22/2024
Good Afternoon
******* *****,

We’re sorry to hear that you were not able to get in touch with our customer
support team and receive the answers you were looking for. Our records indicate
that your parts were shipped out separately. As you stated the oil filter was
delivered on 7/17/2024 via UPS, and your fuel filter is scheduled for delivery
today 7/22/2024. You can track your order at ************ using your tracking number **************************. We apologize for any confusion
and appreciate your patience.

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

Sincerely,

MTD
Products by Stanley Black & Decker
Customer Answer
Date: 07/23/2024
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:07/19/2024
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.
We purchased a Craftsman mower from a Lowe's store. Upon purchase, we took the mower home. We did all the necessary things you do prior to the first use of the mower. We secured the handles, filled the oil with the provided oil that came with the mower, filled with gas and mowed. We check the oil and gas prior to each use. During the third mow, the engine exploded sending a sharp piece that broke off the mower towards my son's face. He could have been seriously injured. At this time we tried to return the mower to the store, but the return to the store time had elapsed. We were told to contact the warranty company. That is what we did. We followed all the measures including taking it to an engine repair shop they requested. The engine shop told us it did appear lubricated, but said they have to send all of the pictures to the warranty company for them to confirm. They disagreed with the assessment just from pictures regardless of the assessment their own referenced engine repair shop gave. We totally disagree with the assessment and am appalled at the fact they basically are implying we as the consumer are lying and idiots who don't know how to use a mower. Both of which I take great offense. I have been using a mower since I was 12 years old. I truly believe this is a case of a faulty engine/equipment. I did some research and read where a similar issue happened to others with this same brand/type of mower. This is inexcusable for such a reputable company not horror their warranty when there is clearly something wrong with their equipment. Had my son been injured, they would have been in court for a law suit. All we are asking is that they make good on their warranty and replace the equipment (the mower we purchased).
Business Response
Date: 08/01/2024
Good Afternoon ***** *******,

We’re sorry to hear that you’re having trouble with your Craftsman equipment. 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. It looks like your equipment also comes with a
separate 2-year minimum engine warranty. Since this was an engine related malfunction,
the authorized service dealer submitted the warranty claim to Briggs and
Stratton directly, not to MTD Products. We would encourage you to contact the
engine manufacturer directly by calling ************** or by visiting their
website at *************************/ for further assistance with having the engine repaired or replaced under
warranty. We apologize for any confusion or inconvenience.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 08/01/2024
I am rejecting this response because: The mower was within the two year manufacturer and engine/warranty repair replacement period. As a consumer I should not have to chase down the warranty people. I contacted what was in the warranty card which was not Briggs. Craftsman passed the buck to Briggs which should be between Craftsman and Briggs not the consumer. I took it to the requested engine repair shop in which they informed us the engine Is irreparable and they do not make replacement engines for this model. That is why we requested a new replacement mower for our purchased brand new mower that exploded after only three uses. The engine repair shop told us it was not to lack of lubrication which would make it a faulty engine on the part of the manufacturer and would be covered by the warranty. If it was Briggs who denied the warranty because of their opinion after just looking at pictures but not the actual diagnosis of their recommended engine shop what's the point of having the diagnostic if Briggs is going to do a blind assessment based on uncelar photo images but not all the facts. I bought a Craftsman mower with Craftsman on the warranty card Craftsman should have to deal with Briggs not me, the consumer. Craftsman chooses to use Brigg's engines. As I stated this was a brand new mower used appropriately only three times that just exploded and almost harmed an individual. Brand new mowers that are used appropriately upon initial use so not just explode unless there is faulty engineering. Craftsman is on the warranty card and I should not have to chase people around to have a legitimate warranty request honored. We followed all of the requested procedures and feel Craftsman is liable for making it right with the consumer and they should have to deal with Briggs. All I am asking is that the warranty be honored and the mower that was faulty be replaced. If you back your products as you say you do, this is the right action to be taken on the part of Craftsman.

Business Response
Date: 08/06/2024
Good Afternoon *****
*******,

We understand that equipment issues can be frustrating and want to assist you
with resolving this matter as quickly and efficiently as possible. As we
explained in our previous response to your BBB complaint, the engine comes with
a separate manufacturer warranty than the one provided for the equipment itself
therefore, the claim was filed with Briggs and Stratton directly, not MTD
Products. Please click on the following link and select the fifth option to
download and view your engine manual and refer to pages 17-19 which will detail
the engine warranty : Results (*********************). You will need to
contact Briggs and Stratton directly by calling ************** or visiting
their website directly at *************************/ for further assistance in regard to the engine issues you are experiencing, and
can continue to work directly with the service dealer to properly assist with
warranty coverage. Again, we apologize for any confusion in regard to the
separate warranty coverage. If you would like to discuss this further we would
encourage you to give us a call at ************** and reference your updated
case # ********.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 08/07/2024
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 at this time. I will make the attempt to go through the other company they are referencing even though the warranty card that came with the mower focuses on Craftsman.
Initial Complaint
Date:07/19/2024
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.
Purchased a Cub Cadet lawnmower in 2022. This spring all of the gear lube leaked from the rear drive transfer box. The repair was warranted, however it cost me $200 for pick up and delivery and $70 per week for 6 weeks to have my lawn mowed while my mower was at dealer. Total cost to me $620. The mower was finally returned and I mowed my lawn. When finished noticed gear lube stains all over my driveway, walkway and on the lawn (I have pictures of damage). Leaking under the mower at the same place it had leaked before. When I contacted the dealer, they would not pick up unless I agree to pay another $200 and it would be over a week out before they pick up. Again I will have to pay $70 per week for additional lawn service. My total output will be over $1,000 for service which was supposed to be warranted. I contacted the Customer Service to see if they would assist in helping to replace my unit. They declined. I am a disabled Veteran and do have some issues with flying off the handle, I argued with the rep, because I was totally upset with just having gotten off the phone with the dealer and lost it ! My wife who overheard the conversation said the rep did offer assistance paying delivery fees and some mowing costs, I did not hear. Since then, my wife tried to recall and apologize for my tirade and explain my situation, but no one cared and no one has offered any money to rectify. I have tried several times to reconnect with the Customer Service and sent emails with no response. While I am at fault for becoming upset, it does not minimize the problems dealing with these people. We are quite elderly (77) and can’t afford lawn service. We purchased this mower in good faith since in spite of my disability, I can ride around. I would deeply appreciate any assistance in this matter.
.
Customer Answer
Date: 07/25/2024
I have a video of damage caused by the leaking fluids and also the transcript from one of the many times that I tried to contact customer service. Online chat referred me to an agent, agent referred me to level 2 agent at * ************. NO ONE ever answered. Music played, left on speaker phone for several hours 3 days in a row.
Finnaly got my mower picked up by dealer over a week after I contacted them for the same problem I originally had. They said they would expedite repair, this time, so far have not heard from them.
Business Response
Date: 07/26/2024
Good Afternoon ***** *******,

We’re sorry to hear that you had a negative experience with our customer
support team, and that you didn’t receive the answers you were looking for. 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 determines
that the issue was a manufacturing defect and files a warranty claim, we are
happy to cover the repair charges. Unfortunately, we are not able to replace or
reimburse you for the equipment unless one of our authorized service dealers
deem it unrepairable due to a manufacturing defect upon inspection. Transportation
charges and service calls for warranty related services are not provided as a
part of the manufacturer's warranty coverage, however, as a courtesy we can
reimburse you for the transportation cost as long as the paid invoice is
provided. We want to assist you with resolving this matter, and 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

Customer Answer
Date: 07/27/2024
I am rejecting this response because:
First off, the response from manufacturer is addressed to ***** ****** ?? Not me…..Mus t have so many defect claims they can’t keep track of them.
Secondly, while I will gladly accept reimbursement for the transportation cost it does not diminish the fact that I have been without a mower since May 18 and this is July 27 and I still have no idea as to if or when I will get the mower returned. I have also read on line that this Is a common problem with Cub Cadets. I would think if that is true that steps would have been taken on their part to expedite repairs for their customers. Very, very poor service.
Thirdly, the cost of transportation, truly a ‘Great Jesture’ on their part does not help me to cover the $70 per week, now times 8 and growing and to the damage and cleanup to my drive, walkway and lawn.
I would like to be contacted by someone from Cub and not be left on hold for hours waiting for a customer service rep that can’t resolve my issue. Only adds insult to injury.
*** ******

Business Response
Date: 08/13/2024
Good Afternoon Joseph
******,

Our records indicate that you spoke with Sean on 8/9/2024, and discussed resolution
with the transportation reimbursement, as well as that we will address any future
related issues associated with the transmission as needed within reason, extending
outside of the warranty period. This information has been updated under your
case # ********. We have received the requested documentation via email, and
will reimburse you in the amount of $206.39. Checks are generally cut on
Wednesday, and are mailed out the following Thursday. Once the check has been
mailed out, please allow 7-14 business days to receive it via USPS.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 08/15/2024
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:07/18/2024
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 purchased a Cub Cadet lawn mower on March 11, 2023 from Home Depot. The lawnmower has 26 hours of use on it and the transmission broke down after one year, making the lawnmower useless until repairs could be made. The lawnmower was taken to the nearest service center, which is 60 miles from my home on June24, 2024, over 6 weeks ago. I have been told by the service department that the transmission is on back order and to reach out to cub cadet to see if there is anything they can do to accommodate me.

I contacted both Home Depot and Cub Cadet without any resolution to the situation. I had to purchase a trailer so the lawnmower could be transported to the service center. I have been fortunate enough to have a friend that has allowed me to borrow a lawnmower, so my grass could be cut. But that has come to an end, and I was forced to purchase a used lawnmower.

Therefore, I spent an initial $2400 on the purchase of the Cub Cadet lawnmower that has 26 hours on it. I spent another $1000 on a trailer to transport the broken lawnmower to the service center. I spent another $1600 on a used lawnmower so I can maintain my lawn.

The service department is still waiting on the transmission, so repairs under warranty can be completed.

If Cub Cadet cannot provide the parts to the service company for the repairs under warranty in a timely matter, maybe they are selling an inferior product.
Business Response
Date: 07/16/2024
July 16, 2024

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

RE : ******* **** / BBB Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team has been in contact with the customer via email and provided the contact information for Cub Cadet’s customer service. Mr. **** was advised that Home Depot is not responsible for, nor do we administer, the manufacturer’s warranty for the product.

Please know that it is The Home Depot’s goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers’ patronage and looks forward to servicing their future home improvement needs.

Please contact me should you have any additional questions or concerns.

Sincerely

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

Customer Answer
Date: 07/17/2024
This complaint is reserved more for cub cadet, since they are the manufacture and responsible for the warranty. I have reached out to cub cadet without any resolution. I am still waiting for the lawn mower to be repaired. I have also reached out to the warranty service location and they informed me the parts needed from cub cadet are back ordered. Been without the lawn mower for almost two months now.
Business Response
Date: 07/24/2024
Good Morning ******* ****,

We’re sorry to hear that you’re having trouble with your Cub Cadet Equipment. Your equipment came equipped with a minimum 3-year manufacturing warranty, and we do stand behind our products and our warranties. Unfortunately, we cannot replace or reimburse you for your equipment unless it is deemed unrepairable due to a manufacturer defect by one of our authorized service dealers.

Please understand that we are in the business of manufacturing power equipment and service parts for them. Everyone here at our company wants your parts to be readily available when you need them. Unfortunately due to unforeseen, and sometimes factors beyond our control, a backorder on a particular part may occasionally occur.
Most "factory" backorders of parts are fulfilled within 14 business days (unless the part is supplied by an outside vendor wherein that supplier may have to produce them and ship them to us). In actuality factory backorders seldom occur, especially when compared to the incredibly large number of parts that we manufacture, warehouse and distribute.

Service Centers do not normally order their parts directly from our factories. Our worldwide parts distribution system utilizes regional parts distributors and warehouses. The vast majority of servicing centers have merchant accounts and order their parts from a regional parts distributor. These regional parts distributors simply do not have the vast storage areas necessary to maintain large supplies of every possible service part for every piece of equipment ever manufactured. As a result most backorders for service centers actually occur at this distributor level. When a distributor has a part on backorder they then have to order more parts from the factory and then forward that shipment to the servicing center. Because the servicing center chooses and selects the parts distributor that they order parts from, questions about parts on backorder for service centers must be directed to the servicing center. The servicing center has all the important information (account number, order number, part number, paint color, dates etc...) to follow up on their orders, our factory does not. The service center is responsible for following up on their own parts orders.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:07/15/2024
Type:Delivery 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 ordered a replacement mower deck part #********** for $839.12 on July 6, 2024. on the Cub Cadet online website. I never received an order number or anything to confirm this transaction from they're online website. all I got is a pending charge of $839.12 on my Cub Cadet Credit card with TD Bank. I tried to find out about an order # or order confirmation on July 8, 2024, but I cannot get ahold of anyone at Cub Cadet customer service number *************** The website will not let me engage in a chat. I tried calling the Cub Cadet Corporate phone number ************ which is in Valley City, Ohio. All I get is nobodies here to answer the phone please leave a message. I tried emailing Cub Cadet support ************* and nothing. This has been going on sent Monday July 8, 2024. I just wanted to know the order number. when you can call the ***** ********* number and you're on hold for several hours. This is ridiculous I don't have any way of tracking this order or when it will be shipped. I even tried TD Bank and they said I need to cancel with Cub Cadet first before they can do anything. I need my mower to be fixed with this part. I just went to the local **** ***** dealer and bought a new mower. I just want to cancel this order and get my credit card credited for $839.12. My dad is handling this for me and his phone # is ************, because I need to go out of town for several weeks because of work. His address is the same as mine.
Thank you
Business Response
Date: 07/23/2024
Good Afternoon
**** ****,

We’re sorry to hear that you were not able to get in touch with our customer
support team and receive the answers you were looking for. Our records indicate
that your order number is **********, and it has shipped out via Dayton
Freight. You can track your order at ******************************** using your tracking number ***********. If you no longer need your order, we
would encourage you to follow the instructions on your packing slip and return
your order to us. Once the order is received back into our warehouse, we will
issue a credit that will be applied back to your financial institution. We
apologize for the inconvenience and appreciate your patience and understanding.

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

Sincerely,

MTD
Products by Stanley Black & Decker

Customer Answer
Date: 07/24/2024
I am rejecting this response because: Lack of customer service!
Dayton Freight reached out to me and I refused delivery! I just want my account credited. I also got an email about Dan from Cub Cadet asking me to rate his support response. Funny thing Dan never contacted me via email,text or phone. Horrible customer service!
I bought a **** ***** lawn tractor instead. I was always a cub cadet fan. NO MORE! Answer your phone calls! Quit pissing around and do your job by answering your customers emails and phone call!
Very unsatisfied customer!

Business Response
Date: 07/30/2024
Good Afternoon **** ****,

Thank you for notifying us that you have refused delivery. Once the order is received
back to our warehouse, we will begin the credit process, and you will be credited
in the full amount of $839.12. Once the credit has processed you will receive an
email notifying you, and will include a copy of the credit memo. It can take
1-3 business days for the credit to reflect upon your financial institution. We
apologize for the inconvenience and appreciate your patience.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 08/01/2024
I am rejecting this response because: Because you received the part back on July 19th, 2024 at 3:00 pm. It was signed accepted by RT#*********. I checked TD financial and it's never been credited back! It's been 8 business days! Unacceptable! I got a copy of the Dayton Freight tracking invoice. I don't know how to upload it from my phone. I will upload it later this evening. I tried calling TD financial but they're hold times are over an hour. This is piss poor customer service! Cub Cadet (MTD) should be Ashamed of themselves for this poor customer service. I will accept the response when Cub Cadet credits my account. It's only been 8 business days and waiting.

Business Response
Date: 08/07/2024
Good Afternoon **** ****,

Our records indicate that you have been credited in full in the amount of $839.12
on 8/7/2024, and that a copy of the credit memo was sent to the email address
listed within this complaint. Please allow 1-3 business days for the credit to
reflect upon your TD Bank line of credit.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 08/08/2024
I am not sure what's going on here but they received the item back on July 19, 2024. It's 8/8/2024 and still not credited back. It's going on 3 weeks and still not credited back!
Customer Answer
Date: 08/08/2024
Better Business Bureau:

My account has not still credited for this! They received the item back on 7/19/24. I got this invoice from them yesterday and still as of today my account still not credited. Why is this taken so long! I accept your offer BUT only if this gets CREDITED IMMEDIATELY! I am sick and tired of this ********!
Business Response
Date: 08/12/2024
Good Afternoon **** ****,

As we explained in our previous response to your BBB complaint, our records
indicate that you were credited in the full amount of $839.12 on 8/7/2024, and
a copy of the credit memo was sent to the email address that you have listed
within this BBB complaint. This credit was applied to your TD Bank financing
account. If you have any questions in regard to the credit we would encourage
you to contact TD Bank directly.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 08/14/2024
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.
Finally, on 8/14/2024 my account was credited. This action took almost a week UNBELIEVABLE! Thank God I BOUGHT A **** ***** LAWN TRACTOR!
Initial Complaint
Date:07/12/2024
Type:Customer Service 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 have be trying to get I. Touch with customer service…for a month now to no avail….I have a ticket # and everything… Still No one has contacted me….I have held on the phone for 2+ Hours this is ridiculous…
My Ticket # ******** I have a defective line spool for my gas string trimmer… with no instructions or Help from DEWALT
Business Response
Date: 07/18/2024
Good Afternoon
****** *****,

We’re sorry to hear that you have not received the answers you were looking for
from our customer support team. Our records indicate that you spoke with one of
our support advocates on 6/10/2024, and it was determined that you are having
difficulty keeping the trimmer line in the spool due to a missing cap, and that
a local service dealer was provided to you. We want to assist you with resolving
this matter as quickly and efficiently as possible. Can you please provide some
additional details in regard to the issue you are experiencing so we can look
into this for you?

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

Sincerely,

MTD
Products by Stanley Black & Decker

Customer Answer
Date: 07/23/2024
Thanks for responding to my complaint. It's a shame I had to go to BBB to get help from your company. You really need to work on your customer service...I did speak with a support member on 6-10-24 and told her my problem, that something was wrong with my spool and No instruction on how to completely assemble the unit with all parts. I either have a defective unit or missing parts. I have sent 3 extra pictures showing what i have. She did give me a service center I could take my unit to but when I asked if I had to pay for it SHE SAID YES.....Why would I have to pay for something that's Not working. I tried to contact by phone and waited for 2 Hours on phone I had to hang up. I e-mailed to no one helping me...I have tried to RESPOOL many times and the string keeps coming out and wrapping around the shaft. Something is not right. as I said it's defective or missing a part. I hope this is enough information for you to help me.
Thanks ******

Business Response
Date: 07/29/2024
Good Afternoon ****** *****,

Thank you for responding with additional details and documentation. 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.
We would be happy to send you a replacement cutting head assembly at no charge if
you feel that would resolve your issue and you are comfortable installing it. Please
respond with how you would like to proceed.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 07/31/2024
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:07/12/2024
Type:Sales and Advertising 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 submitted a request for warranty service for a weed eater lawn gas power tool that was in a defect stage. I purchased the item from Lowes but per their policy after 30 days it is to the manufacture for resolution. I had submitted an identical request a few years ago which was finally settled with a refund as their item was unable to be repaired. And I made the mistake of trying their product again. After I submitted this last claim they advised the request was not to the correct division but they would forward the request the correct one. After a week of no response I replied back to the lasted email I received and again they apologized and resubmitted it to the correct division. Another week and nothing. Again same reply stating no communication. I even called the number they provided and waited for over 30 min without being able to discuss issue with a representative.
Business Response
Date: 07/16/2024
Good Afternoon ***********************,

Were sorry to hear that have not received 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. We would encourage you to schedule an appointment with an authorized service dealer. They 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. You can find a service location here: Store Locator (mtdparts.com).

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

Sincerely,

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

Customer Answer
Date: 07/25/2024
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.

This item has been taken to a service dealer that was listed on MTD website for evaluation. They advise they would contact MTD for resolution

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