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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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:06/12/2024
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.
Initial Complaint
Date:06/10/2024
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.
We purchased a cultivator on Feb 27 2024, On May 29, 2024 it stopped working and has metal shavings in the oil. We took it back to Lowes and was 2 days past their 90 day return policy and they told us we would have to contact craftsman. We sent emails and phone calls however, its been 2 wks and I still have not been contacted by Craftsman. We have requested a replacement product via email because no one answers the phone. Now I just want my money back so I can purchase a quality product elsewhere. We found the authorized service providers online however no one will accept any craftsman products so the online list is not correct.
We are asking for a full refund of the purchase price including tax. The receipt is attached.
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. 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 understand equipment issues can be frustrating,
and want to help you resolve 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 to
discuss this in more detail. 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:
This is the same thing I have been told since May 29th. I have serveral emails where they have my information however, here it is again
************ any time of day they can call.
We have asked for a full refund of the purchase price and have no problem returning the product to them.

Owning a product for 92 days and it no longer works is unacceptable regardless of your business busy season and limited staff. The staff is uninformed, overseas, unprofessional and overall not helpful.
Business Response
Date: 07/01/2024
Good Afternoon ***** ****,

Thank you for providing your contact phone number and letting us know the best
time of day to reach you. Our records indicate that one of our customer support
supervisors reached out to you via phone today 7/1/2024 and there was no answer.
We will continue to try and get in touch with you at the phone number provided
during normal business hours.

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

Sincerely,

MTD
Products by Stanley Black & Decker

Customer Answer
Date: 07/03/2024
I am rejecting this response because:

On July 1st I did not recieve a call from any unrecognized number and I also did not receive a voice message. Its July 3rd and I still have not recevied any unrecognized numbers.
I have requested without delay a full refund of the purchase price of the junk equipment. It was litterally 92 days old when the equipment stopped working and I have been trying to connect with MTD since May 29th.
Please issue refund and send to
**** ** **** ****** ** ******

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

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

Customer Answer
Date: 07/03/2024
I called the number from the MTD response, ********** and that number is no longer in service and a recording gives an ********** which takes you to a non us based customer service and sits you on hold for over 2 hrs.
Business Response
Date: 07/08/2024
Good
Afternoon ***** ****,

We have actively been trying to assist you with resolving this matter. Our
records indicate thar our customer support supervisor ***** called you on
7/1/2024 at 11:30 AM EST. ***** also called you twice today 7/8/2024 around
3:15 PM EST and left a voicemail which stated he will give you another call in
the next 10-15 minutes to hopefully get in touch with you. Our offices were closed
for the Fourth of July holiday Thursday 7/4/2024 and Friday 7/5/2024, and we
reopened today Monday 7/8/2024.

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:
Yes ***** called however I WAS at work and was not able to answer his call. He did leave a voice message BUT NO RETURN PHONE NUMBER. FYI - the number he called from was listed as Spam too. If I have a phone number to return his call I gladly will. He can also email me a time he is calling at **********************. I am still requesting a refund of the full purchase price of the cultivator and MTD can mail refund to
**** ** ****

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

Business Response
Date: 07/15/2024
Good Afternoon
***** ****,

Unfortunately, we cannot reimburse you for your equipment unless one of our
authorized service dealers evaluates the equipment, and determines it is
unrepairable due to a manufacturer defect. 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.

Our records indicate that you spoke with ***** today 7/15/2024, and that he
advised you that you would need to have your equipment evaluated by a service
dealer in your area. Our records also indicate that ***** emailed you a link to
our dealer locator, and advised you that if you wish to take your equipment to
a repair shop outside of our network, it would be your responsibility to pay
the initial cost up front, and then you disconnected the call on your end.

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: ***** was not 100% accurate on relaying the correct info regarding the call. We did speak he did inform of all the things that is wriiten here however, he did not inform you that I had advised him that I have already used the search tool (pics attatched) Within 15 miles there is no dealer, 30 miles both dealers told me they no longer accept craftsman product and at 50 miles there are a several for me to choose and I am looking into which one will accept the cultivator however, 2 have already told me they do not accept any warranty work for craftsman. I should not have to come out of pocket or drive over 50 miles for this to be rectified. This also includes in adequate customer service taking over 45 days to respond and having to go through the BBB for anything relating to a 92 day old purchase of major equipment.
***** was like a programed robot, programed responses, reading from a script, having no human qualities at all at which point I advised ***** to have a nice day and hung up becuase we were getting no where and I was already frustrated.
In researching your handling of previous issues similar to mine, this is a re-occurring problem. With that said - Ball is in your court. If I can't find a dealer within an acceptable range to evaluate this issue what are my choices with MTD? Its very known that I would like a refund of purchase price and I will gladly return the product to MTD via UPS at MTD's expense.
Initial Complaint
Date:06/10/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yes I purchased a lawn mower from tractor supply which was a Troy-Bilt push mower 21 inch cut and when I bought it I was told if anything happened to it that it was under a manufactory warranty for a year so when I call Troy Bilt they ain't done nothing but give me the run around since day one you know I need my lawn mower I need to cut my grass so I had to go purchase a new lawn mower which I shouldn't have had to purchase one because I mean it should be up under warranty I've only had it for like 6 or 7 months so when I talk to someone today 6/7/2024 the guy told me that I had to get up with ***** and ******** well I've looked and I don't see nowhere on the manual that it says to contact them if something happens for me to contact Troy-Bilt I just want my money back I talked to some woman at Troy Bilt about 3 days ago and she told me that I could get a replacement or a refund so I just want my refund
Business Response
Date: 06/11/2024
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 with a minimum 2-year manufacturing warranty. Our Authorized Service Dealers handle all of our warranty claims and adjustments and can work directly with our customer support to fix your problem. As long as one of our dealers can deem the issue a manufacturing defect and file a warranty claim, we are happy to cover the repair charges. Your equipment also comes with a separate engine warranty which is detailed on page 8 of the engine operators manual. You can click here to view the engine manual: ************ ************ *** *** *** ***** ************************** and download your engine operators manual with your engine model number *************** Our records indicate that the issue you are experiencing is due to a bent crankshaft, which would fall under the engine warranty. We would encourage you to contact ****** & ******** directly by visiting their website or giving them a call at 1-800-444-7774. We apologize for any confusion or inconvenience this may have caused you.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 06/13/2024
I am rejecting this response because:

I was lied to but it's ok am going to hire a lawyer from here but my I say when I purchase this push mower it was like this I contacted troy bilt and I have been lied to so many times I also went and got a self-propelled push mower by troy bilt just 2 weeks ago I had a weed eater to mess up and troy bilt stood by it but any way i may have lost the 399.00 I paid for the push mower but I will be returning the new one tomorrow back to the store and by the way I use my lawn mower for residential not commercial and I've also added a picture of the warranty that I received I have been lied to I also have to my lawn mower too Troy-Bilt service dealer and they also told me that it was not fixable so I have no other choice but to let my lawyer handle this so thank you for your time sir and BBB so sorry for this
Initial Complaint
Date:06/07/2024
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.
Order Number: ********** Order Date: 5/7/24

Ordered a part a month ago….every couple of days it puts a hold on my credit card….attempted to contact them by phone (on hold for over an hour for three days in a row). Tried online chat but it kept disconnecting

Want to cancel my order and eliminate my cc from their system
Business Response
Date: 06/10/2024
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 currently entered our busy season, and
are assisting our customers as quickly and efficiently as possible with limited
staff at the moment. It looks like the air cleaner is currently on backorder
until the end of June, which is why you have not received the order. Our IT
department is actively working to fix some issues with our website including
accurate stock status. We apologize for the inconvenience, and appreciate your
patience and understanding. Per your request, we have cancelled your order
today 6/10/2024. Please allow 1-3 business days for the authorization hold to
drop off of your credit card.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:06/07/2024
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.
Received a defective leaf blower try to contact MTD with no results try to chat with them chat inop would like a replacement but no one to contact or have contacted me I have talked with Craftsman they refer me to MTD
Business Response
Date: 06/10/2024
Good Afternoon **** *******,

We’re sorry to hear that you have not received the answers you were looking for from our customer support team. We 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 placed a no charge order today 6/10/2024 for a replacement ***************************, and you will receive it within the next 5-7 business days. We have also sent email confirmation to the email address listed in 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: 06/23/2024
I have received my replacement and the great thing about it it came on Father's Day I always like to buy Craftsman products and will continue to do so MTD has greatly satisfied and change my opinion of them
Initial Complaint
Date:06/06/2024
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 string trimmer/weed cutter, Troy Built, on 4/6/2024 from tractor supply in **** *******. It was hard to start from the beginning but I thought it would get easier as I used. It did not. It does not run or operate correctly either. I contacted tractor supply about returning it but the 30 day return had expired. I then called Troy built customer service number on more than one occasion and got a runaround. The last time I called customer service was 6-3-2024 I was transferred to another department and was on hold for an hour and finally hung up. I called back again and was told if I left my name and number a supervisor would return my call. I am still waiting on that return call. All I want
Is my money back and return product somewhere. I bought this product in good faith and I feel Troy built is not standing behind their product. It is just two months old. It is useless to me. I would appreciate anything you can do to help me get a refund.
Business Response
Date: 06/07/2024
Good Afternoon ******* *******,

Thanks for bringing this to our attention.
Apologies for the trouble with your string trimmer. It looks like your
equipment came with a minimum 2-year manufacturing warranty. We encourage you
to contact a Troy-Bilt Authorized Service Center to further explore the issue.
You can find a location near you at: *********************. They handle all of our warranty claims and
adjustments and can work directly with our customer support to fix your
problem. As long as one of our dealers can deem the issue a manufacturing
defect and file a warranty claim, we are happy to cover the repair charges.
Here is some additional info about arranging warranty services: *********************.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 06/13/2024
I am rejecting this response because:

I do not want a repair or replacement for this product due to the fact I am completely dissatisfied with it and do not want to take a chance on getting another bad product from Troy built. I want a refund of purchase price and will return to any location within a reasonable distance from my residence or will ship to location of their choice if they pay return shipping fee.
Business Response
Date: 06/18/2024
Good Morning ******* *******,

We understand that equipment issues can be frustrating, and we want to help you
resolve this issue as quickly and efficiently as possible. Unfortunately, in
order to move forward, your equipment will need to be evaluated by one of our
authorized service dealers. As we explained in our previous response, as long
as one of our authorized service dealers determine the issues was caused by a
manufacturer defect, we will cover the repair charges, and we do stand behind
our warranties. If the dealer determines that equipment is unrepairable due to
a manufacturer defect, then we would be able to move forward with issuing a
refund. We apologize for the inconvenience, and appreciate your understanding.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 06/22/2024
I am rejecting this response because:

As I responded on earlier communication I am not going to spend my time taking your product to someone to have it evaluated. I am not happy with the performance of it and would never be happy no matter what was done because I feel it would be an ongoing process until warranty had expired. I bought this product in good faith and it is faulty. I think you should honor that good faith purchase and stand behind your product. I will accept nothing less than a refund on the purchase.
Initial Complaint
Date:06/06/2024
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.
On May 30, 2024 I ordered four parts for my lawnmower. I selected 3-5 day delivery. Their website states that orders received before 3PM on a business day will ship the same day. See screenshot. As of June 6, 2024 the items have not shipped. There is no email or message function on the company's website. I have been on hold on the phone for 45 minutes on their 800 number. I have to get back to work and it seems the only way this company responds to customers is through the Better Business Bureau. I would like my order to be shipped TODAY with tracking or for my order to be refunded in full. Thank you.
Business Response
Date: 06/07/2024
Good Afternoon ***** *******,

We’re sorry to hear that you haven’t been able to get in touch with our
customer support team. We have currently entered our busy season and our call
volume has increased significantly. We are working hard to assist our customers
as quickly and efficiently as possible with limited staff at the moment. Our
records indicate that your order is currently open in our system and has not
shipped out yet due to the fuel tank and fuel filter being on backorder at the
time you placed your order. It looks like both parts are back in stock as of
Thursday 6/6/2024, and your order will be shipping out shortly. Once the order
has shipped, you will receive email confirmation which will include tracking
information. 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:06/05/2024
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.
First off I called to order a part waited on hold 4 hours.Then I finally got to talk to a sales person I told him what I needed he assured me what he sold me was what I needed, it arrived it was the wrong part,now everytime I call customer service I am on hold for at least an hour only to be told I have to talk to a different department the sales department cant help so I am put on hold again and that hold time can last and has lasted until the right department closes for the day Troybuilt doesn't folllow through with customer concerns or issues
Business Response
Date: 06/06/2024
Good Afternoon ***********************,

Were sorry to hear that you had a negative experience with our customer support team. We have currently entered our busy season, and our call volume is much higher than usual. We are working hard to assist our customers as quickly and efficiently as possible. We have issued a credit in the amount of $32.47 today 6/6/2024. Please allow 1-3 business days for the credit to apply back to your credit card. We have also sent email confirmation to the email address you listed with your BBB complaint. Our records indicate that you spoke with one of our support advocates and confirmed that you were looking for the mulch plug and not the discharge chute. Based on the model number provided to our support advocate, the part number for the mulch plug assembly is 987-02516A. If you are still in need of the part, we would encourage you to visit our website and place an order online. 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:06/04/2024
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.
My husband and I purchased our cub cadet zero turn mower on 1/28/2023. Immediately after purchase our machine started presenting issues. At first, the machine was losing power. We brought it back to the authorized dealer for them to fix this problem. The second issue was with the left transmission, we again worked with the authorized dealer to have this issue fixed. This repair took several weeks, and after we got it back, the machine started presenting issues again but this time with the right side. For the third time we brought the machine in for repair to the dealer. It’s been there for over a week awaiting a transmission that’s on back order.

At this point, we've been able to use our machine without issue maybe 2 times. This is completely unacceptable. While I understand that machines can break, our machine has been essentially inoperable for the entire time we've owned it. I am losing faith in the quality of cub cadets products and am seriously questioning the longevity of this machine. Also, I was told that we are responsible for transporting our machine to the repair shop. So on top of spending a few thousand dollars (over $5,000) on an inoperable machine, we have to arrange transportation to get that machine to a repair shop and incur additional costs to maintain our lawn while the machine is being repaired.

I’ve spent a collective 10+ hours on hold with customer service, often times hanging up because I wasn’t connected to any body. I was able to speak with representative on two occasions, and one of those times I was scolded by a customer service representative, who told me I was being unreasonable when I requested a return.

We chose cub cadet because of the reputation, which has proven questionable at best. We did our research prior to purchase and chose this among the many competitors and are now deeply regretting that decision.
Business Response
Date: 06/06/2024
Good Morning ******** *****,

We're sorry to hear that
you haven't been satisfied with your Cub Cadet Zero-Turn. Your equipment comes
equipped with a minimum 3-year manufacturing warranty, and we do stand behind
our products and our warranties. Our authorized service dealers handle all of
our warranty claims and adjustments and can work directly with our customer
support to fix the problem. As long as one of our dealers says that this was a
manufacturing defect and files a warranty claim, we are happy to cover the repair
charges. If the dealer determines your equipment is unrepairable due to a manufacturer
defect, then we would take steps to refund/replace the equipment. Transportation
charges and service calls for warranty related services are not provided as a
part of the manufacturer's warranty coverage. As a courtesy, we can reimburse
you for the transportation cost with the proper documentation provided. We
understand equipment issues can be frustrating, and we want to assist you with
resolving this matter as quickly and efficiently as possible.

If you have any additional issues, feel free to contact us at
**************. Please reference your updated case number ******** once you are
connected with one of customer support advocates.

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 06/07/2024
I am rejecting this response because:
this is a stock response and one that is ignoring my specific situation. As I already mentioned, my machine's transmission has been repaired twice, and is currently in the process of a third repair for the right side transmission. However, the new transmission is on back order and won't be shipped out to the repair shop until 6/14. By the time my repair shop gets the new transmission it will likely be the end of June. I've been and will continue to incur costs to maintain my lawn. Cab Cadet customer service has been unhelpful, and dismissive.
You've indicated that my machine is under warranty and that the repairs are covered but that only addresses part of my concern. My primary concern is that my machine continues to have the same issue though it is a brand new machine, which I have been unable to use since I purchased it in January of last year. You also indicate that the dealer can deem my machine "unrepairable" but you fail to disclose that this determination will be challenged by Cub Cadet because a new transmission can "repair" the machine. It's a circular issue. Also, I've discussed this option with my dealer and they've informed me that Cub Cadet will likely reject that claim since they can continue to "repair" the issue. I am using quotations because my machine has been repaired on two previous occasions, and I am fairly certain that issues will continue.
I don't feel like your message addresses any of my concerns, or presents a reasonable option. There is really no reason why a $5000 machine should be inoperable after only a year of ownership, and two uses at best. You are putting the responsibility to address a customer concern on the backs of a small business (my dealer) and thats shameful. Your customer service is unreachable, I've spent countless hours on hold and when/if I do get transferred I am met with a rude, and dismissive response.
I understand the purpose of a warranty, and I realize what my warranty covers and what it does not. I know that I can continue to repair my machine under the warranty, but my issue is beyond that. My machine should not be needing these repairs after two uses. My concerns, as a consumer and as a customer of cub cadet, should be heard with respect.
A $5000 machine may not seem like much to you, but having wasted $5000 on a machine that is inoperable, incurring expenses to maintain a lawn otherwise, spending countless hours on the phone is unacceptable.

Business Response
Date: 06/11/2024
Good Morning ******** *****,

We’re sorry to hear that you feel that we did not address any of your concerns in our previous response to your BBB complaint. Your equipment comes with a 3-year warranty that covers defects in workmanship an material, and is explained in detail on your warranty declaration page, and we do stand behind our products and warranties. 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. For your reference, here's some additional information about backordered parts: *********************. Our records indicate that we have extended your warranty to compensate for the time the machine was at an authorized service dealer for repair, and that the pick-up and delivery fee was waived as a courtesy from the authorized service dealer. The replacement transmission will be delivered to the service dealer within the next week or two and will be repaired under the warranty. As we explained in our previous response, we understand equipment issues can be frustrating. Unfortunately, we are not able to reimburse or replace a machine unless the authorized service dealer determines the machine is unrepairable due to a manufacturer defect. If you would like to discuss this in more detail, 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.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 06/11/2024
I am rejecting this response because: this is unsatisfactory. The only assistance i've been provided thus far is from my authorized dealer, as you noted in your response to me. The dealers has waived the fee to pick up my machine, however, I incurred a fee and arranged travel the first time I brought the machine in for repair.
So far, Cub Cadet has done nothing but provide excuses. You keep reiterating that my machine is under warranty and I am to sit tight and wait for the authorized dealer to repair my machine, while we wait for a backordered transmission. However, you haven't offered any assistance in the interim. I've already stated numerous times that I've been incurring costs to maintain my lawn as I wait for my machine to be repaired (and while it was repaired the 2 times prior).
I've left messages and pleaded to speak with a supervisor, and I've left my contact information so I am confident you have the means to reach out to me.

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