Business Profile

Lawn Mowers

MTD Products, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lawn Mowers.

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

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

If you've experienced an issue

Submit a Complaint

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:07/04/2024
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.
Bought lawnmower 2 years ago, still under warranty. Been trying to have fixed since March. Sent to warranty center, returned with same problem. *************** (North ************* Equipment) will not call me back. Have called warranty center over 10 times. Have called and emailed craftsman at least 10 times. No response or response of "must contact warranty center". The warranty center is just an independent place that charged $170 for transport and problem remains. Mower cost over $2000 and does not work at all. Craftsman needs to fix or replace.
Business Response
Date: 07/10/2024
Good Afternoon *****************,

Were sorry to hear that you have not been able to get touch with our customer support team, and receive the answers you were looking for. We are working hard to assist our customers as quickly and efficiently as possible with limited staff at the moment. 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 Craftsman to discuss this further and assist you with finding resolution. 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 ************************* & ******

Customer Answer
Date: 07/11/2024
I received their response and the best time to contact me is after 4pm but they can contact me at anytime at ************
Thank you
Business Response
Date: 07/15/2024
Good Afternoon *****************,

We will have one of our customer support supervisors reach out to you this week at the phone number you provided in your response. We appreciate your patience.

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

Sincerely,

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

Customer Answer
Date: 07/30/2024
[[BBB transcription via email]]

Consumer states they have not received contact from the business.
Business Response
Date: 08/05/2024
Good Afternoon *****************,

We apologize for the delay in response. Our records indicate that you spoke with one of our customer support advocates ***** today 8/5/2024, and advised you that an authorized service dealer will need to evaluate the equipment to assist with diagnosing the issue. It also appears that ***** advised you of the option to have the machine looked at by a local mechanic that can work with us directly to troubleshoot the issue if you run into issues with the authorized service dealer.

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

Sincerely,

MTD Products by ************************* & ******
Initial Complaint
Date:07/02/2024
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.
Purchased a Cub Cadet *** ****. Hydrostatic Trans Axel went out. Took to dealer for repair and dealer states last numbers of serial number not legible and without them they cannot warranty the work. tried to contact MTD and Cub Cadet but when transferred to warranty dept. was placed on hold three times for more than two hours each time. Is this the way they get out of covering the warranty with this very poor customer service? The receipt of purchase was turned into the repairing dealer.
Business Response
Date: 07/10/2024
Good
Afternoon ******* *****,

We’re sorry to hear that you have not received the answers you were looking for
from our customer support team. We are currently in the middle of our busy
season, and our call volume is higher than usual. Our support team is working
hard to assist our customers as quickly and efficiently as possible with
limited staff at the moment. 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. If the dealer
is having an issue with submitting a claim, our warranty department can work
with the dealer directly and assist with filing the claim properly.

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

Sincerely,

MTD
Products by Stanley Black & Decker

Customer Answer
Date: 07/11/2024
Gee, that’s amazing. I have the operators manual. It tells me it has a three-year warranty, may be a judge needs to decide the outcome of this. Hope you can with stand that expense too.
Initial Complaint
Date:07/02/2024
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.
My Cub Cadet lawn mower (Under Warranty) belt repeatedly comes off the track, and despite following the advice provided by Cub Cadet customer service team under Case ******** to take it to their authorized service station

It has been 2 months, and my lawn mower is still not fixed.

I am an old man living in the countryside with my wife. The grass has grown very tall, and we have noticed an increase in snakes and spiders. It is very dangerous for us to step out of our home, whether to water our plants or get to our car. Therefore, it is my urgent request to resolve this issue as soon as possible before something tragic happens to us,
Business Response
Date: 07/11/2024
Good Afternoon **** ***,

We’re sorry to hear that you’re having trouble with your Cub Cadet equipment, and want to assist you with resolving this matter as quickly and efficiently as possible. We have sent you an email today 7/11/2024 requesting additional information so we can look into this for you, and would encourage you to respond at your earliest convenience. Your case # ******** has also been updated with this information.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 07/11/2024
I am rejecting this response because: It is height of disappointment that after around 2 months wait your contractor returned the lawn mower without fixing the problem. Lawn mower has 2 issues. 1. Chock was not working. 2. belt of the blade will come off when I try to use it. Leisure Mower did not fix the belts issue. They even did not change the belts. They even charged my $51 for something I have no clue. They said it is not covered by warranty. Who so ever is reading this please put yourself in my shoes and tell me who would you feel? How can you disrespect your customer who came and bought your product?

Customer Answer
Date: 07/11/2024
I paid $75 to take it workshop and then $75 to bring it back to me. Who will pay that. And who will pay $51 taken by the workshop? Please don't ask me to go to same workshop. And please don't ask me to take it to any other workshop because that is way too far from my home. Please solve my issue asap before I or any of my family member gets hurt.
Business Response
Date: 07/17/2024
Good Afternoon
**** ***,

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 as long as a copy of the paid invoice is provided.
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. Our records indicate that you have not responded to
the email we sent you on 7/11/2024, and would encourage you to do so at your
earliest convenience or give us a call at ************** and reference your
case # ******** so we can assist you with resolving this matter.

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

Sincerely,

MTD
Products by Stanley Black & Decker
Customer Answer
Date: 07/19/2024
I am rejecting this response because: You have completely ignored my request for fixing the issue with lawnmower. I said previously that your authorized mechanic kept the lawn mower for 2 months and when I filed the complaint through BBB, your authorized mechanic called me and said Lawn Mower is fixed. I got the Lawn Mower back and found that problem was not fixed. The mechanic did not fix the problem. The Lawn Mower still does not operate. All the money I spent on transportation and additional charges were of no use. The number you gave me to call repeat the same thing for which I filed the complaint against your product. now its 3rd month and I demand the following.
1. Replace the Lawn Mower.
or
2. Refund my money and take your Lawn Mower back
Thank you

Business Response
Date: 07/23/2024
Good Afternoon
**** ***,

We understand equipment issues can be frustrating, and as we have stated in our
previous responses, we want to assist you with finding resolution. We sent you
an email on 7/11/2024 requesting additional information in regard to the
troubles you are experiencing with the dealer as well as your equipment. As of today
7/23/2024 our records indicate that you have not responded. We would encourage
you to reply to the email at your earliest convenience, or give us a call at
************** and reference your case # ******** once you are connected with
one of our 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: 07/26/2024
I am rejecting this response because: I have called on the number you provided, and they hung up on me after 54 minutes of wait time. Secondly, I have responded to your email at (************************) twice. Please take your lawn mower back or replace it but do it quick. It has been 3 months now.

Business Response
Date: 07/31/2024
Good Afternoon **** ***,

We’re sorry to hear you were not able to get in touch with a member of our
customer support team over the phone. Unfortunately, we are not able to replace
or reimburse you for your equipment unless one of our authorized service
dealers determine it is unrepairable due to a manufacturing defect. Our records
indicate that you responded to our initial email on 7/26/2024 after business
hours, and one of our support advocates responded to your email on 7/30/2024,
and again on 7/31/2024 to the email you sent on 7/30/2024. We will continue our
email correspondence with you to assist with resolving this matter.

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
I am rejecting this response because: Failure to Fulfill Warranty Obligations and Unresolved Complaint
I am writing to formally express my dissatisfaction with the handling of my complaint regarding the lawn mower I purchased from your company, which was accompanied by a one-year warranty. My complaint stems from a series of unmet promises and inadequate service that has left me without a functioning lawn mower for over three months.
Here are the facts: I purchased a lawn mower from your company, relying on the assurance of a one-year warranty. Unfortunately, the lawn mower ceased functioning within this warranty period. Upon contacting your customer service, I was instructed to take the lawn mower to your authorized mechanic for repair at no cost.
Following your instructions, I delivered the lawn mower to your authorized mechanic. However, despite their possession of the lawn mower for two months, it remained unfixed. During this period, I repeatedly attempted to contact your company for updates but received no response or indication that my issue was being addressed.
In frustration, I filed a complaint with the Better Business Bureau (BBB). Only then did the mechanic return the lawn mower to me, claiming it was repaired. However, upon inspection, it was evident that the lawn mower was still not functioning properly.
Since the return of the lawn mower, an additional month has passed without any resolution. Despite your company’s repeated assurances, no effective action has been taken to honor the warranty or to satisfactorily address my complaint.
This series of events is unacceptable and reflects poorly on your company’s commitment to customer service and warranty fulfillment. I demand immediate action to resolve this matter. Specifically, I expect either a complete repair of the lawn mower or a replacement unit, as per the terms of the warranty, within 14 days of receipt of this letter. Failure to do so will leave me with no alternative but to pursue further action, including seeking legal remedies and escalating my complaint to relevant consumer protection authorities.
I trust this matter will receive your immediate attention and look forward to a prompt resolution.

Business Response
Date: 08/12/2024
Good Afternoon **** ***,

Our records indicate that we have actively been communicating with you to try
and assist you with resolving this matter. As recently as 8/6/2024 you spoke
with one of our Cub Cadet team leads ****, who advised you that you will need
to have the equipment evaluated by one of our authorized service dealers to
determine the cause of the deck belt failure. **** also worked with the dealer
to cover the pick-up and delivery so there would be no additional cost to have
the equipment evaluated. As long as the dealer determines the failure was
caused by a manufacturer defect, we are happy to cover the repair. The previous
dealer determined the cause of failure was due to sticks and debris in the
drive system that caused the belt to come off, which is why it was not covered
under warranty due to the failure not being caused by a manufacturer defect. If
you have any questions or concerns in regard to your warranty coverage, we
would encourage you to review your warranty declaration page.

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
I am rejecting this response because: I am writing to formally dispute the response provided by Leisure Mower regarding the issues with my Cub Cadet lawn mower. The statements made are factually incorrect.
Blade Replacement: Prior to handing over the lawn mower to Leisure Mower, I personally replaced the blade on the Cub Cadet. I have retained the receipt as proof of this replacement. During the blade replacement, no branches or any other obstructions were found lodged in the mower.
Design of the Lawn Mower: The Cub Cadet is designed with a small space under the deck housing a single blade. Given this design, it is highly unlikely for branches or other debris to become lodged within this area without being immediately noticeable.
Service Agreement: On August 7, Mr. **** from your company proposed that Leisure Mower would pick up the Cub Cadet within two days, repair it and then return it to me. I accepted this offer. However, as of today, August 14, I have not received any communication from Leisure Mower, nor has anyone come to pick up the mower for repairs.
I request that your company honors the agreement made on August 7 and promptly addresses the necessary repairs.
**** ***
Initial Complaint
Date:07/01/2024
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.
We purchased a craftsman t110 riding mower 05/12/2023 from Lowe’s, on 06/20/2024 the mower stopped working. I called craftsman to file a warranty claim, they gave me numbers to three repair facilities to see if we could drop the mower off for warranty repair. Two weeks we still haven’t received a call back. So I called craftsman again they gave me the number to Hastings ace hardware, so I called them, they said they do no do warranty repairs for craftsman. Craftsman does not answer the phone, I don’t know what else to do .
Business Response
Date: 07/03/2024
Good Afternoon ******** *******,

We’re sorry to hear that you’re having trouble with your equipment. Your equipment came equipped with a minimum 2-year manufacturing warranty, and we do stand behind our products and our warranties. Our service providers strive to return equipment within 14 days, but they can be very busy this time of year. This gives them enough time to inspect the equipment, provide estimates, order parts and repair the equipment.

Our records indicate that you called in and spoke with one of our customer support advocates on 6/24/2024, and that they provided five service dealers in your area that can service your equipment. Thank you for notifying us that Hastings Ace Hardware advised you that they do not repair our equipment. We will have someone look into this further and determine if they need to be removed from our network.

Unfortunately, we cannot reimburse you for your equipment unless one of authorized service dealers determine your equipment is unrepairable due to a manufacturer defect.

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

Sincerely,

MTD Products by Stanley Black & Decker
Business Response
Date: 07/09/2024
Good Afternoon ******** *******,

We’re sorry to hear that you have had difficulty getting in touch with an authorized service provider. We have reached out to C & K Small Engine **** **** ************ ******* ********** ** ***** ***** ********, and confirmed that they are an authorized MTD Craftsman service dealer. We would encourage you to contact them and schedule an appointment to have your equipment evaluated under warranty. As long as the dealer determines the failure was caused by a manufacturing defect, we are happy to cover the repair charges. We want to help you resolve this matter as quickly and efficiently as possible, 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: 07/10/2024
I am rejecting this response because:
C&K small engines has my information and they have not returned my call.
Initial Complaint
Date:07/01/2024
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 placed an order with them for an attachment for my lawnmower. I received no order confirmation but the charge was pending on my card. 1-2 weeks later, the pending CC charge went away and I didn't know why. I placed a second order thinking it was a fluke, and now it's been over a week with no order confirmation and no indication of when I'll receive my product. I called once with a 45min or so wait and couldn't speak to a human. I called a second time and waited over an hour and a half with no resolution (see attached screenshot showing the cub cadet customer service line and my call time). I have also emailed their ***************** email AND their legal department's email which I found on pissedconsumer.com. I also attempted to use their live chat on their website, but when you click the "live chat" button, it just closes the chatbot window. They make it IMPOSSIBLE to speak to anyone, get a real status update, or even cancel an order. I am planning to dispute this charge with my cc provider if it goes through and I no longer want the product. I want to cancel the order, but I have no way to. AWFUL BUSINESS, and that means something coming from someone who has owned a well-respected business for years. It's a huge bummer, because their actual products seem ok.
Business Response
Date: 07/10/2024
Good
Afternoon ******* *******,

We’re sorry to hear that you had a negative experience with our customer
support team. We are currently in the middle of our busy season, and our call
volume is higher than usual. We are currently working hard to assist our customers
as quickly and efficiently as possible with limited staff at the moment. Our
records indicate that you spoke with one of our customer support advocates on
7/1/2024 and your order was cancelled per your request. It generally takes 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.

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

Sincerely,

MTD
Products by Stanley Black & Decker
Initial Complaint
Date:07/01/2024
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.
My Craftsman T2200 Lawn T 36526ractor #****** transmission went bad under warranty and I took to a registered dealer ********* ************** ***************, **. ***** on 3/23/24. (Cust #****** . ************. The Warranty is not an issue, everyone agrees its under warranty, The problem is the transmission has not been delivered to the dealer and it has been over 3 months. They said it was backordered and it was supposed to be there 1st of June but when I inquire I am sent to many people and told the dealer has to call. The dealer says they can not get an answer and the tractor is taking up space in their limited shop space. In the meantime my grass has not been cut in over 3 months and people are complaining in the neighborhood. I am not seeing a resolution which is why I am writing. I need someone to tell me definitively when the transmission will arrive to the dealer. Craftsman *************) I purchased the tractor from Lowes 2 years ago.
Business Response
Date: 07/02/2024
Good Afternoon *************************,

Were sorry to hear that you are having trouble with equipment and that the part you need is currently on backorder. Our records indicate that the transmission for your equipment should be available by mid-July. 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.

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 ************************* & ******
Initial Complaint
Date:06/28/2024
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.
I purchased two items from MTD and never received an update on shipping after six days but my credit card was charged $49.98. After calling to cancel my order and receive a refund, I was given a case number and transferred to the Craftsman department. After holding for 25 minutes and trying to call again, I get the same run around.
Business Response
Date: 07/02/2024
Good Afternoon **** ********,

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. Our records indicate that your order has shipped
out and is due for delivery on Saturday 7/6/2024. You can track your order at www.ups.com/ using your tracking number ******************.
If you no longer want or need your parts, we would encourage you to follow the
instructions on your packing slip and send the parts back to us. Once the parts
are returned to our warehouse, and our admin department is notified, you will
be issued a credit in full. 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: 07/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have received the product. I believe the product was shipped after they received contact from the BBB. Thank you for your time. You may close out my complaint.
Initial Complaint
Date:06/28/2024
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.
On 05/18/22, my grandmother (along with me) bought a craftsman lawnmower from lowe's so i could mow the lawn at her house for her so she could discontinue hiring a landscaper.
It worked well for that summer.
The following summer i noticed the lawnmower was leaking oil from the chamber at the front, most likely due to the rubber gasket in it. There was a 2 year warranty on the mower so we went back to lowe's to deal with the issue. Lowe's were extremely dismissive, saying it's all done through craftsman and they can do nothing about it. I tried to contact craftsman, which was very difficult. I i think i got through to someone once, and they said they don't deal with that model, i have to go through briggs and stratton.
From there i was directed to a "licensed repair technician" in my area, ******* outdoor power equipment. I explained the situation, dropped the mower off. We waited about a week, maybe more. My grandmother called for an update and eventually it was ready.
When i went to pick it up, the box was thrown out because they left it in the rain and they lost the bolt that make the handle fold over. Regardless i was happy to finally get it back and deal with the overgrown lawn.
It worked fine, but i noticed, they didn't replace the chamber or even just the gasket. They caulked the chamber shut. Literally used caulk on a lawnmower.
After a couple uses, i noticed the oil was dripping again. I was tired of the whole ordeal and figured i would replace it myself next season or something.
Come this season, 2024, about a month after the warranty expired, after 2 uses, the lawnmower has died completely. Oil is somehow leaking into the air filter and still dripping from the chamber.
I have tried to contact craftsman multiple times, no one answers, and when i emailed, they just referred me to MTD products, with the wrong phone number and website.
MTD has not gotten back to me and craftsman has not replied to my email in regards to that.
I am furious.
Business Response
Date: 07/08/2024
Good
Afternoon ***** **********,

We’re sorry to hear that you 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.
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. Your
equipment also comes equipped with a separate engine warranty which is detailed
in your engine operators manual. Since the issues you are experiencing are
engine related, you will need to go through the engine manufacturer directly
for warranty related assistance. We would encourage you to contact the engine
manufacturer directly so they can assist you with resolving this matter. We
apologize for the inconvenience and for any confusion.

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

Sincerely,

MTD
Products by Stanley Black & Decker

Customer Answer
Date: 07/09/2024
I am rejecting this response because:

I need to stress again, I tried to get the issue fixed DURING the warranty period, and they FAILED at that. As in they did not fix the issue.
And this is absolutely ridiculous that I am just passed between what, 4 different companies because no one wants to deal with it? Like children that won't take the blame and point at one another.
What happens when the "engine manufacturer" tells me it's not their issue? Who is the engine manufacturer? You did not provide that information. Do you know who makes engines for your products? I also don't understand how they can help, because they are not just going to mail me a shiny new lawnmower engine that clips right into it. Besides giving me the gamble of sending it to another "licensed repair technician" and hoping they aren't completely inept.
And how long will this take? I'll be chasing after them for the next few weeks and by then summer is over and I'm 200 dollars out of pocket from renting a mower every 2 weeks in the meantime, while this useless item sits in the garage.
This does not not resolve the issue. All that had to happen was a gasket was swapped out or the oil chamber replaced. Now God knows what's wrong with the bloody thing.
I want a refund, be it Lowe's, craftsman or whoever, because I never want a useless piece of equipment again, let alone the absolute nightmare of getting an issue resolved through any of you.
Business Response
Date: 07/10/2024
Good
Afternoon ***** **********,

We understand equipment issues can be frustrating, and we want to assist you
with resolving this matter as quickly and efficiently as possible. Unfortunately,
we cannot reimburse you or replace your equipment unless one of our authorized
service dealers determine it is unrepairable due to a manufacturer defect. As
we explained in our previous response, your engine comes with a separate
warranty and you will need to contact your engine manufacturer Briggs and
Stratton for further assistance, as the issues you are experiencing are engine
related. You can get in touch with Briggs and Stratton by visiting their
website www.briggsandstratton.com/ or by calling ***************

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

Sincerely,

MTD
Products by Stanley Black & Decker
Customer Answer
Date: 07/14/2024
I am rejecting this response because:

If this is their firm stance, i don't care about getting another response from them, but i am certainly not indicating that i am satisfied with it.
i will now try to pursue briggs and stratton and expect a similar experience that gets dragged out for months and has no resolution.
the thing that just doesn't make sense about this whole thing, this is craftsmans product. they sell it, it has their name all over it. it doesn't matter where they got the individual components from, once they're all together, it's their one single products. the fact that they shirk responsibility because one of the components came from somewhere else is so stupid. i have never heard of that before with any other product and i'm sure everything we buy in life is composed of different parts from different places.
so if i buy a product from a store that has an issue, try to return it and be told to contact the company directly, then contact the company and be told to contact the parent company, then contact the parent company and be told to contact the part manufacturer directly, that's absolutely insane.
you shouldn't be a business you can't take responsibility for your products.
Initial Complaint
Date:06/26/2024
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 bought my Cub Cadet ZT1-50 zero-turn mower new from Home Depot in Sevierville, TN, on 3/29/2021. I always maintained it well, stored it indoors, and never used it in rain or wet conditions.

On 6/3/2024, while mowing, one scalping wheel fell off, then the other, and the area supporting the grass discharge broke, causing the discharge chute to fall off.

In order to inspect the damage, I removed the deck and the blades and cleaned the areas of concern with a wire brush to better ascertain the failure. There appeared to be a large crack in the metal supporting one pulley, along with weak weld spots, indicating defects in material and workmanship.

Reviewing my paperwork, I found the deck was still under warranty (7 years from purchase date). I took the mower to a Cub Cadet repair center, Outdoor Power Plus in New Market, TN, and they submitted a warranty claim (case number ********). On 6/24/2024, they informed me the claim was denied because I had sanded the damaged areas for inspection.

The denial is unreasonable. The damage was clearly caused by poor material quality or workmanship, not by my inspection or even cleaning the areas. Discovering a defect requires an initial damage, and cleaning for inspection doesn't cause the original issue. The damage had to exist before it was cleaned to be discovered. That is the normal and reasonable sequence of events. Denial of warranty claim clearly makes no sense as the damaged area had to be damaged before it was cleaned to discover the extent of the damage. This action had absolutely no impact on the damage which obviously occurred prior to that. Thus, the warranty claim should not have been denied.
Business Response
Date: 07/08/2024
Good
Afternoon ******** *****,

We’re sorry to hear that you have not received 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.
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 after evaluating your equipment, the service dealer determined that
the deck appeared to have been welded/altered prior to evaluation, and after
speaking with one of our customer support technicians determined that voided
the warranty. This is documented under the case number that you provided********.
If you disagree with the assessment of
the dealer, you always have the option to take the machine to another service
center for a second opinion. You can also refer to your warranty declaration
page if you have any questions regarding warranty coverage.

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

Sincerely,

MTD
Products by Stanley Black & Decker

Customer Answer
Date: 07/09/2024
I am rejecting this response because:
The equipment was not welded. The damage was sanded to better ascertain the damage.

Business Response
Date: 07/11/2024
Good Morning
******** *****,

As we explained in our previous response, the service dealer determined that
the equipment’s mower deck shell had undergone a great deal of grinding in an attempt
to repair, before taking the machine to an authorized service dealer, which
voids the warranty. The warranty exclusions can be found on page 4 of your
warranty declaration. If you disagree with the assessment of the dealer, you
always have the option to take the machine to another service center for a
second opinion. We apologize for the inconvenience, and would encourage you to
give us a call at ************** and reference your case # ******** if you
would like to discuss this further.

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

Sincerely,

MTD
Products by Stanley Black & Decker
Initial Complaint
Date:06/25/2024
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.
On May 22, 2024 I purchased 2 deck belts from Club Cadet. The order did not get processed and delivered for weeks. It turns out I bought the wrong one and tried to return only one of them, It was extremely difficult to figure out how to return it on the website, but I ultimately learned I needed to call to get an authorization form. My wife called and it took 7 minutes to get to a live person who she she could help with the return. After looking into my account, she then transferred the call to customer service which had us on hold for over one hour. We do have phone records to demonstrate this
Business Response
Date: 06/27/2024
Good Afternoon
***** *****,

We’re sorry to hear that you have not received the answers you were looking for
from our customer support team. We have documented this internally under case
number ********, and would encourage you to follow the return instructions on
your packing slip to return the incorrect part. Once the part has been received
back to our warehouse, and our admin team is notified, we will be able to move
forward with issuing a credit for the incorrect part, and you will be emailed a
copy of the credit memo.

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

Sincerely,

MTD Products by Stanley Black & Decker

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

MTD Products, Inc. is NOT a BBB Accredited Business.