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

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

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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:06/23/2024
Type:Delivery 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.
Ordered and 7 days later it has not shipped.
Business Response
Date: 06/24/2024
Good *************************************,

Thank you for bringing this to our attention. Our records indicate that you placed your order on 6/17/2024. Once the order has been placed, it can take 1-3 business days for the order process and ship out. Standard shipping takes 5-7 business days to arrive after the order has shipped out. We were closed on Wednesday 6/18/2024 for the Juneteenth holiday, which may cause an additional delay. As of today 6/24/2024, your order has processed and shipped out. You can track your order at www.usps.com/ using your tracking number 92748999920828573007468389.

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

Sincerely,

MTD Products by ************************* & ******
Initial Complaint
Date:06/21/2024
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 Dewalt Z254 Zero Turn Mower from the ********** in ************, ** on 09/04/2023. I only used it twice before the winter. Om March 31, 2024 I cut some grass with it for less that an hour before it broke down. I repeatedly tried contacting ****** to find out where to take it for warranty repair and only got canned replies with no information. That was in spite of dozens of emails and many phone calls, and several "chat" exchanges with their robots. The Dewalt web page's form is broken and cannot send messages. Their phone numbers are all answered by bots that give no information. After a few weeks, I found out from a third party where one authorized center was, and took it there even though it's a 60 mile round trip. But even after being there for 7 weeks, it's still not fixed, it only needs a battery but they said it's on backorder and they don't know when or if they will ever get one from Dewalt. Actually, it's MTD Products, and Dewalt is one of their brands. I picked up the mower today. The season is half over and I need a mower. I will have to fix it myself, which will require modifications to take a different battery. Or I need to buy a working mower. I bought this one because it was cheaper, but I later found it was cheaper because they stopped making them. To replace it with a similar model would cost me about $7500. I would settle foe that, and they can pick this one up. or they can over night be a battery and pay me for the time and money they have wasted trying to get it fixed, which includes at least 12 hours so far (I get $40 an hour when I work) plus 55 cents a mile when on the road, for the two 60 mile round trips. I also had to spend about $200 to get my old mower working just well enough to get my work done while waiting, but with it the work take longer, so I'd add about 20 hours to that. I have about 14 acres to cut on three properties ever week to 10 days this time of the year.
Business Response
Date: 06/27/2024
Good Morning *************************,

Were sorry to hear that you havent been satisfied with your equipment, and that you have had a negative experience with our customer support team. We want to assist you with resolving this matter as quickly and efficiently as possible,and have sent you an email to the email address listed within this complaint requesting additional information. Please respond to the email at your earliest convenience so we can help you move forward with 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: 07/03/2024
I am rejecting this response because: I am still getting canned replies from them. A few weeks ago one of their guys in ***** reading a scrip promised me that "someone from the right department" (a department which he could not name) would call me the following day, and no one did. Today, I got an email with a canned response asking for the best time to call me by some again un-named department. However they did say they'd be closed for the 4th which is a Thursday and the day after, and so I replied stating that I wont expect a call before Monday. Since I repaired the mower myself at my own expense it's not an emergency and I can certainly wait until Monday. And I will add a note here in the unlikely event that I actually get a call from a real human after over three months. But they could have simply called and given honest information rather that having another robot send yet another canned reply again.

Business Response
Date: 07/09/2024
Good ***********************************,

We are trying to help you resolve this matter as quickly and efficiently is possible. We have sent you an email today 7/9/2024 notifying you that we will have one of our customer support supervisors give you a call this week between the hours of 8:00AM 12:00 PM, which you indicated was the best time of day to reach you via your email from 7/3/2024. We appreciate your patience and understanding.

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

Sincerely,

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

Customer Answer
Date: 07/10/2024
I am rejecting this response because: I replied and gave them a time but they never called.

Customer Answer
Date: 07/15/2024
I finally got a call from them, and as usual, it was useless and not honest. So they only wasted 104 days of my time, along with countless hours a,d gas and other expenses and then refused to honor the warranty anyway. Had they simply replied within two weeks of my first of many attempts to contact them and told me they wouldn't honor the warranty, it would have saved me a lot of trouble and time and money.

On the plus side, I have learned to never again buy their products, and they make a number of brands. So I suppose that education had value.
Initial Complaint
Date:06/19/2024
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.
I bought a cub cadet zero turn lawnmower, a pull cart and a cover for the mower from the cub cadet website on 4/30/24. I received my cart and cover but my mower was damaged in transit from MTD in Ohio to sioux city iowa. I have tried to call customer service to have another one sent but I am on hold for more than a hour and nobody answers the phone. The shipping company(****** *******) sent the mower back to MTD and ****** ******* also has not been able to reach anyone from Cub Cadet or MTD.
Business Response
Date: 06/25/2024
Good
Afternoon ****** ***,

We’re sorry to hear that you had a negative experience with our company, and
that your equipment was damaged upon delivery. Our records indicate that you
have been in contact with one of our customer support supervisors to assist you
with resolving this matter, and on 6/24/2024 a credit was issued in the amount
of $3,625.94 which includes the freight and sales tax. A copy of the credit receipt
was emailed to the email address you have listed within this BBB complaint. Please
allow 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: 06/26/2024
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:06/14/2024
Type:Delivery 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 did not receive my whole order I was missing part number *********. Been trying to call for 3 days now no one answers the phone. My order # ** *******. po# **********.
Business Response
Date: 06/21/2024
Good Afternoon ******* ******,

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. We have sent part number ********* out to you
at no charge, and you will receive it within the next 3-5 business days. Your
no charge order number is ************. Email confirmation has also been sent
to the email address provided 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
Initial Complaint
Date:06/13/2024
Type:Sales and Advertising 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 boxed chainsaw kit from Lowes. I needed the saw and started using it. When i went to put it in the saw case provided in the kit, i noticed it had a broken corner. The box it came in had no damage and was still strapped.
I took the case back to Lowes, they informed me i need to contact Craftsman for a new case. I did on 2/2/2024, and several times after that. I was given the run-around and have still not received any
Business Response
Date: 06/20/2024
Good Afternoon ******
*******,

Thank you for bringing this to our attention. We’re sorry to hear 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.
We have sent you an email today 6/20/2024 requesting additional information to
the email address listed within your BBB complaint. We would encourage you to
respond to the email at your earliest convenience so we can move forward with
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 Stanley Black & Decker

Customer Answer
Date: 06/21/2024
I am rejecting this response because:

I responded to the link they sent me, therefore they gave me a bad/misleading link.
i did recently rec a message that I did respond to andgave them the requested information about the piecs/part number of damaged piece.

Business Response
Date: 06/26/2024
Good
Afternoon ****** *******,

We have sent you a follow-up email requesting your factory model and serial
number so we can look the correct part up for you. The part number that you
provided in your response does not appear to be accurate. Please respond with
the requested information at your earliest convenience, 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
Initial Complaint
Date:06/12/2024
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 XT 2 in July of last year brand new. It worked well until I tried to start it this mowing season. Found out the battery was dead. The store I bought it from replaced the battery free. Take the mower out next week and it shuts off completely after about an hour of mowing. Find out the starter was bad. Again replaced free. It took two weeks to get my mower back. A week later after almost finishing my yard the mower stops in its tracks. Won’t go forward or backward. Call the store I bought it from and they said they are booked weeks out and can’t help me. I finally called Buckeit in Blue Springs. They committed to help me but I had to get my tractor to them. So I deliver it and they find out the belt fell off. Weeks later I call and they said they ordered the wrong size belt. 6 weeks after dropping it off I can’t get them to call me back and give me an update. The product, the service, and the support for this product is horrible. I just want a full refund so I can buy a tractor that works. I have an older cub cadet XT146 that is a work horse. I was really excited about my new cub cadet but I just want to move on. I have had to pay for someone to cut my lawn the last 6 weeks. This purchase has been a total disaster.
Business Response
Date: 06/18/2024
Good Afternoon ***** *******,

We're sorry to hear you haven't been satisfied with your Cub Cadet equipment.
We do take our customers' opinions very seriously and the feedback we receive
helps us build better products. We want to help you resolve this matter as
quickly and efficiently as possible. We
have documented this internally, and would encourage you to give us a call at
************** and discuss this problem further. Please mention your case # ******** once you are connected with one of our customer support advocates. Or, let us
know the best time of day to reach you, and we will get you in touch with the
right person here to assist with finding resolution.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 06/21/2024
I am rejecting this response because:
I called their customer advocate number and after going through the menu with my case number, the only options I had on their menu was to order parts or order equipment. Called them twice just to be sure didn't' miss something on the menu. It would not route me to a customer service advocate. So I pressed 1 to see if I could get a live human being on the line, and waited on hold for 30 minutes with no end in site. Finally decided to hang up. The phone number is nothing but smoke and mirrors - not a menu item listed to talk directly to a customer advocate.

Business Response
Date: 06/25/2024
Good
Morning ***** *******,

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. In our previous
response to your BBB complaint, we encouraged you to give us a call and
reference your case number or to let us know the best time of day to reach you,
and we would get you in touch with the right person here at Cub Cadet to
discuss this further. Please let us know the best time of day to reach you, and
we will we will have someone give you a call 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: 06/26/2024
I am rejecting this response because:
I can be reached at ************ Monday through Friday - this is my direct line
Initial Complaint
Date:06/12/2024
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 riding lawn mower model number ************** on 6/6/23. It broke down in the middle of May and no longer starts, not quite a year old. I called the customer service line on their website and I was given a different number to call for warranty claims. After calling it for several days I received no response, it's an unmonitored line. I then tried their website, filling out a warranty claim on their website directs you to an email address that's also unmonitored after days of waiting for a reply back. This company is selling products with warranties but ghosting anyone that tries to contact them about the warranty. The lawnmower cost 2300$ and didn't even last a year.
Business Response
Date: 06/20/2024
Good Afternoon ******* ****,

We’re sorry to hear you did not receive the answers you were looking for from
our customer support team. Your equipment comes equipped with a minimum 2-year manufacturing
warranty, and we do stand behind our products and our warranties. We recommend
contacting a MTD authorized service center. 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 location by clicking here: Store Locator (************). 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: 06/21/2024
I am rejecting this response because:

I have already called a center multiple times and used the website. No one answers the phone and no one responds to my emails. Give me the number or an email of an actual manager that exists, or I'm going to have to assume you're avoiding warranty claims.
Business Response
Date: 06/25/2024
Good
Afternoon ******* ****,

We do not have any record of communication with you via email or over the phone
prior to filing your complaint with the BBB. We want assist you with resolving
your issue(s) as quickly and efficiently as possible, and have sent you an email
requesting additional information. Please reply to the email and your earliest
convenience. This has been documented internally under case # ********.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 07/01/2024
I am rejecting this response because:

While your MTD team has reached out to me I'm still just receiving a different type of runaround. They sent me a list of shops that work on the mowers but the shops won't work on the mower without an approval letter from Craftsman.

In response to you saying that you have no record of me reaching out to you, I have no idea how you think you can find a record of you not answering your phonelines or not responding to my emails when you haven't asked me for my email or my phone number, but I've attached screenshots of emails. The first is a reply from your website's warranty claim form which told me to email a different email. The second is an email that I sent to the new email that was never replied to.
Business Response
Date: 07/03/2024
Good Afternoon ******* ****,

Our records indicate that a member of our customer support team reached out to
you via email and explained that your engine comes with a separate warranty,
and in addition to providing a link for your engine manual and the contact
information for the engine manufacturer Briggs and Stratton. The service dealers
provided to you within the email were from the engine manufacturers website. If
you are having difficulty scheduling service, you will need to contact Briggs
and Stratton directly by calling ************** or visiting their website at **************************. We
have also responded to you via email 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: 07/05/2024
I am rejecting this response because:

Did your records also include them sending me a completely different list of 'repair' places that wouldn't accept the lawnmower, and when I told your service people that they just replied with a different list of repair places? There's no excuse for this level of runaround. Phone lines that aren't answered, websites that just refer you to email accounts that aren't replied to, bogus incorrect lists of repair places that don't accept your lawnmowers. Your company is acting like you've never dealt with a warranty claim before, but judging from how hard it is to get ahold of someone you may never have. I still have not been able to get ahold of anyone willing to examine your lawnmower.
Initial Complaint
Date:06/12/2024
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.
Cub Cadet a subsidiary of Black and Decker will not fulfill its obligations of providing timely and effective warranty service for a ride on mower under its terms and conditions due to 1) contact constraints (the company does not have a customer service email address, it's chat option is limited since the representatives who have no decision making authority as outlined in the chat history attached, and level 2 support simply does not pick up the phone as evident by the attached phone recording of 2+ hours in duration with no pickup), 2) operational failures (the company representatives are prohibited from contacting service providers to help find an available and authorized service provider) and 3) unreasonable customer transportation costs for any service providers outside of what is normal and customary servicing area/distance. At the end of the day, the service providers given to me by Cub Cadet in my area (15 mile standard distance) cannot either service my lawnmower or cannot service it in a reasonable timeframe (which should not be measured in months especially in consideration of the warranty expiring soon). No other option is available and customer service has severed contact in light of difficult questions being asked from my end (see "Gina" simply hanging up chat on me as evident in the chat history attachment) and ineffectiveness of their escalation on their end.
Business Response
Date: 06/18/2024
Good Morning ******* *****,

We’re sorry to hear that you had a negative experience and did not receive the
answers you were looking for from our customer support team. We have currently
entered our busy season and 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 3-year manufacturing warranty, and we do stand behind
our products and our warranties. Transportation charges and service calls for
warranty related services are not provided as a part of the manufacturer's
warranty coverage. If you have any questions
regarding warranty coverage, we would encourage you to review 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 Cub Cadet 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. We want to assist you with resolving this
matter. 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 to discuss this in more
detail and find resolution.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:06/12/2024
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 craftsman lawn tractor from this company and I'm not able to get a parts catalog or buy repair parts for this tractor. They don't appear to be available. I have spent over six hours on hold waiting for help. The other day I called and got someone on the phone but they could not help me so they said they would have someone call me back, never happened. This company is completely disregarding me.
Business Response
Date: 06/20/2024
Good Morning ***********************,

Were sorry to hear you did not receive the answers you were looking for from our customer support team. We have currently entered our busy season, and are working hard to assist our customers as quickly and efficiently as possible with limited staff at the moment. We have sent you an email to the email address you have listed within this complaint with links to the manuals for your model 13AQA2ZWA93/CMXGRAM211303.You can order parts online by visiting www.mtdparts.com/ or by calling our sales department at **************. 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:06/11/2024
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 ZTXS4 54 Ultima Series™ ZTXS Item#: *********** as well as attachment on 4/20/2024 with order number **********. The lawn mower was delivered around the first week of May with a ton of issues. The delivery tracking information is LTL PRO# **********.
I have reached out to the company about the delivery issues as well as how the lawn mower leaked oil all in my shed and is not running right. It does not get full power, it shutters, it seems very loud, and sometimes does not cut properly. I paid $7,199 for just the lawnmower. The business is making me pay a pick up and delivery fee of $125 to get it to the local service location even though it has been less that a full month and the issues started from the first week received it. It is very hard to reach Cub Cadet and when you do they pass you around and no true resolution happens.
Business Response
Date: 06/18/2024
Good Afternoon ******
******,

We’re sorry to hear that you have not received the answers you were looking for
from our customer support team, and that you haven’t been satisfied with your
Cub Cadet equipment. We want to help you resolve 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. We recommend
contacting a Cub Cadet Authorized Service Center. You can find a location near
you on our website: *********************. 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. While pick-up and delivery
charges are typically not covered under warranty, we will be happy to reimburse
you for the pick-up and delivery charges with proper documentation provided.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 06/19/2024
These are the issues that had to be fixed with a brand new machine that was less than a month old that cost over 7k.
Customer Answer
Date: 06/21/2024
I am rejecting this response because:
It is not clear how much total your reimbursement will be and how long it will take for the reimbursement to happen. We would like both the delivery fee and pick up and drop off fee refunded. Also, what you will do to help with the oild stains in my shed. I have provided proof of the payment to the local dealer who replaced parts on the mower this week.

Business Response
Date: 06/25/2024
Good Afternoon
****** ******,

We apologize for any confusion with our previous response to your BBB complaint.
We will reimburse you for the pick-up and delivery fee in the amount of $125.00
+ $3.25 + $0.20 for a total of $128.95. Once a reimbursement is processed,
checks typically mail out on Thursday each week. It can take approximately 7-10
business days to receive the reimbursement once it has been mailed out. We will
also email confirmation of the reimbursement to the email address listed within
your BBB complaint. As far as the oil stain and/or any damaged caused by the
equipment leaking oil, you will need to go through your home owners insurance. We
hope this provides the clarification you were seeking.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 06/26/2024
I am rejecting this response because:

We would like our original delivery fee back also because of the inconvenience when it was delivered of $129. For a total of $257.95. That includes both fees. We are disappointed with this entire experience!
Business Response
Date: 06/28/2024
Good Afternoon ****** ******,

Our records indicate that your TD Bank account has been credited in the amount
of $760.79 for the returned bagger attachment on 6/27/2024. This credit
includes $599.00 for the bagger attachment, $129.00 for freight and $31.80 for
tax. You were also sent a credit memo via email on 6/27/2024 as well.

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

Sincerely,

MTD
Products by Stanley Black & Decker

Customer Answer
Date: 07/01/2024
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. They will be sending me a check for the pickup for the maintenance. I am still not happy about the oil in my shed and will caution people to order from Cub online in the future.

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