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.

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: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.
august 12 2023 purchased gas powered string trimmer with 2 year warranty may 30 ********************************************************************************** a list of approved waranty service businesses i called each business recieving the same answer--we will work on your machine at your cost but will not do warranty work for troybilt now when i call they put me on eternal hold and will not answer my questions the paperwork that came with the purchase had 2 years warranty in bold letters now thay are not honoring their word just bold false advertising
Business Response
Date: 06/06/2024
Good Morning ***************************,

Were sorry to hear that you did not receive the answers you were looking for from our customer support team, and that youre having difficulty finding an authorized service dealer to repair your equipment. Please respond to this with your factory model and serial number and a copy of your proof of purchase. We want to assist you with resolving this matter as quickly and efficiently as possible. Once we receive your response with the requested information, we can move forward with issuing a reimbursement.

If you have any additional issues, feel free to contact us at **************. Please reference your case number 09616611.

Sincerely,

MTD Products by ************************* & ******
Customer Answer
Date: 06/11/2024
info requested already in mtd case file will give it again model tb 25cc gs trimmer serial ******* purchased at menards 08/12/2023 representative ************; ticket number ***** 02 3893
Business Response
Date: 06/12/2024
Good ***********************************,

We apologize for any confusion, however, we do not have any record of communication with you in our system prior to your BBB complaint. Your case number with us is ********. Can you please respond to this complaint with a copy of your proof of purchase, as well as your factory model and serial number. Both of these numbers will be 11 digits in length and will be located on a small sticker on the trimmers starter housing. The model number will begin with a 41 or 42.

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

Sincerely,

MTD Products by ************************* & ******
Customer Answer
Date: 06/12/2024
i sent the required info in an email june 11 2024
Customer Answer
Date: 06/12/2024
I am rejecting this response because:

warranty has not been honored by the manufacturer
Customer Answer
Date: 06/14/2024
mtd falsely advertises 2 year warranty but has no service centers to supply warranty service because mtd does not pay enough so when a purchase is made the expense is now tne customers VERY MUCH FALSE ADVERTISING
Initial Complaint
Date:06/04/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I put in an order for a new axle for my walk behind lawn mower on 5/28/2024 which was listed as in stock and selected the standard 3-5 business day shipping option, my order number is M1431298P1. Last week the order status listed "Not Shipped" and when I checked the status yesterday evening the order date has been altered to 6/3/2024 and the order status is now "Null". I can't track the order through their automated phone system because it only accepts numbers and my order number also contains letters. I was on hold for close to 30 min today waiting to speak with customer service and never got anyone in that department. "****" in the live chat was no help and could only tell me he thought it might ship out in the next couple of days.
Business Response
Date: 06/06/2024
Good Morning ****** *****,

We’re sorry to hear that you had a negative experience with our customer support team, and that you did not receive the answers you were looking for. Our website is currently experiencing some issues in regard to stock status and shipping times. Our IT department is aware of the issue and actively working to correct it. It looks like the part was on backorder at the time you placed your order, and is back in stock as of 6/5/2024. Your order will ship out within the next 1-3 business days, and you will receive email confirmation with your tracking information. Once the order has shipped, please allow 5-7 business days to receive the order, as that is our accurate time frame for standard shipping. We apologize for any inconvenience or frustration this may have caused you, 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: 06/08/2024
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:06/04/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Put an order # M1432681P1 in on 6/1/24 for craftsman lawnmower replacement bag frame. Was easy to place order with absolutely no indication that the frame was on back order. Went to website twice to check order with shipping notice as null I called customer service twice and waited on hold ****** minutes. I tried to live chat with someone and absolutely no indication I was chatting with real person. My CC had pending charge in full and now is no longer there with no $$ pulled. My order should be canceled!!
Business Response
Date: 06/05/2024
Good ********************,

Were sorry to hear that you have not received the answers you were looking for from our customer support team. Our records indicate that the grass bag frame was on backorder at the time you placed your order. The part was restocked on 6/4/2024. Unfortunately, your order is past the point that it can be cancelled and will ship out within the next 1-3 business days. You will receive the order 5-7 business days after that, and also receive email confirmation once the order has shipped, and it will include tracking information as well. An authorization hold is periodically placed on your credit card to ensure funds are available and drops off a few days later. Funds will not be withdrawn from your account until the order has actually shipped out. If you no longer need or want the order, we would encourage you to follow the instructions on your packing slip and return the order back to our warehouse. Once we receive the order back into our warehouse, we will begin the credit process. We apologize for the inconvenience.

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

Sincerely,

MTD Products by ************************* & ******
Customer Answer
Date: 06/13/2024
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:06/04/2024
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 26 I orderd 3 parts for a lawn Sweeper I have. When calling and trying to get a status on the order all I get is being put on hold with the message " Thank you for waiting..Someone will be with you shortly........I have let this run for over 30 min. and still no one answers. I would like status ( delivery date) on my order or a refund.
Business Response
Date: 06/05/2024
Good Afternoon **** *******,

Were 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
our call volume has increased significantly. Our records indicate that your
order is currently open in our system and has not shipped out due to the part
being on backorder. It looks like the part will be back in stock at the
beginning of July. Once the part returns to stock and it ships out, you will
receive it within 5-7 business days. You will also receive email notification
with tracking information once the order ships out. Please let us know if you
would like to keep your order open or if you would like us to look into
canceling the order for you. We apologize for the inconvenience and appreciate
your patience.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:06/04/2024
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.
Bought a double bagger for my lawnmower on 5/11/2024 confirmation email came in stating to allow 3-5 days for processing.

Called on 5/22and spoke with someone after waiting 2 hrs on hold. Informed me the item was previously on backorder and was now in the warehouse and that I should be receiving an email update and should receive the product the following week.

Still have no received the product called again on 6/3 on hold for another 2 hrs! Finally got someone was told the item was still on backorder (mind you I was told 2almost 2 weeks ago it was in warehouse). I informed them since I have no received it and that because their company has extremely poor customer service I wanted to cancel the order and get a refund.

They then said they needed to transfer me to another department that they could not authorize the refund. Was on hold for another hour and disconnected. (They did provide me with the direct number.)

6/4 called the direct number I was provided yesterday who then told me they could not do my refund and said I needed to speak with customer service!!!! I'm still currently on hold with them 3.5 hrs later!!!

I want my refund!! This is extremely unprofessional and should not be this hard to speak with someone!
Business Response
Date: 06/05/2024
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. Per your request, we have cancelled your order. Please allow 1-3 business days for the authorization hold to drop off of your credit card and reflect upon your financial institution. We apologize for any inconvenience this has caused you, 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: 06/10/2024
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.

Thank you for the refund.
Initial Complaint
Date:06/03/2024
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 put in two separate parts orders one week apart. All items were listed as in stock. It's been 6 days and the order still shows as new and not shipped. They have no customer service. I sat on hold on the phone and on live chat for 2 1/2 hours. I want a refund so I can get my parts from a better company.
Business Response
Date: 06/05/2024
Good Afternoon **** ****,

We’re sorry to hear that you that you did not receive the answers you were looking for from 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. Our records indicate that both of your orders have shipped out and are due for delivery on Saturday 6/8/2024. You can track your orders at ************ using your tracking numbers ****************** and ******************. If you decide that you no longer want your orders, we would encourage you to follow the instructions on your packing slip and return your items. Once we receive the parts back to our warehouse, we will process a credit for the full amount of the orders. We apologize for any inconvenience this may have caused you 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: 06/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:06/03/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had attempted to order a TroyBilt riding lawn mower, it took 4 phone calls, on hold upwards of an hour each time to get this ordered. Something was wrong with their computer system and they could not get THEIR credit card to go through, finally a rep asked to have something shut off in the credit area and this worked (literally took 32 seconds). TRAIN staff correctly. Riding Lawn mower arrives fine, I had also ordered a bag (need it to do the yard). The bag was scheduled to arrive and showed up a day late at the end of the UPS shift- The box was DESTROYED- things were hanging out of the box, and when i went to look at the contents, the "bag" was damaged and parts were missing. Scratches on the pieces. 1st call about the issue, I wanted them to send a replacement bag and take the damaged back, THAT WAS ALL. Spoke with ******* (on hold for 58 mins) for her to say you have to speak to level 2- I can't do that. No warm transfer instead I have to call another phone #, call and on hold for 29 mins, Speak with ***** and she indicates "that's not how we do things. You have to return and then reorder." WHAT? I was furious, terrible, the worst Customer service i have ever experienced. I was told i would get something form UPS and they would come get, NOTHING. I ask for a supervisor, she says "Josh, will call you in the morning, he's going into a meeting" that was 5/24/23- and still no call. I call again after not receiving any forms etc on 5/28- on hold for 46 mins, ****** says i have to send this back to the admin team, but you'll get 2 emails (at this point I can't use mower without bag so tell them to pick them both up)- ****** hangs up on me and I was sent immediately to a /? Call back again on 5/31 (*********) as mower picked up but nothing from UPS. She pushes it through. I print and I HAVE TO PAY FOR THE PICKUP- THIS ITEM WAS DAMAGED PRIOR TO ARRIVAL.
Business Response
Date: 06/12/2024
Good Morning **** *****,

We’re sorry to hear that you had a negative experience with our customer
support team and our company overall. 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 we have received the returned items
back to our warehouse, and we have applied credit in the amount of $2,612.51 to
your financial institution. Please allow 1-3 business days for this to reflect.
We have also emailed you a copy of the credit receipt for your records. We
apologize for any frustration or inconvenience this may have caused you, 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: 06/12/2024
I am rejecting this response because: the amount I was charged is more than what was refunded. I would expect the entire amount returned. It is short $150, I did respond to the other email as well. Also of note it was not only about the wait time- but the response and not trying to help the consumer and NO call back when told would receive the next day. Please share when the missing $150 will be refunded.

Business Response
Date: 06/18/2024
Good Afternoon **** *****,

As we explained in our previous response to your BBB complaint, 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 working hard to assist our
customers as quickly and efficiently as possible with limited staff. We
apologize for the inconvenience, and appreciate your patience. Our records
indicate that you were credited in the full amount of $2,612.51 on 6/12/2024. The
breakdown is as follows: $1,939.00 minus $39.00 discount for the mini rider,
$152.00 sales tax, $389.99 for the bagger attachment, $129.00 freight, and $41.52
sales tax. This information was emailed to you on 6/12/2024 and also confirmed
by one of our customer support advocates when you called in on 6/12/2024 to
follow up. You’re stating that you were charged a total of $2,762.51, and our
records do not reflect that. Please respond with a copy of your records that
show where an additional $150.00 was charged so we can look into this further.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 06/20/2024
I have now received a bill from Troybuilt? I do not have the tractor and this was the only item on the card? I have NoT received a response to my refusal???? Please assist?
Customer Answer
Date: 06/21/2024
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. I actually did my own investigation and reached out to TroyBilt credit, the extra $150 was a charge from them, they have removed, and balance is still 0. I would like to share taht I did respond via email to the seller, and they did not return my email with the questioning of the $150, we are all busy, but the customer is the reason they are all working. It should not take the BBB to get answers and treated semi-respectfully.
Initial Complaint
Date:05/31/2024
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 have been dealing with this company for months, they do not answer calls nor do they answer their live chat. I filed a complaint on them before and they responded through BBB only, told me they would send out a deck part for our riding lawnmower at no charge for all the problems I have had with them, was told it was backordered until mid May, well it is June 1st tomorrow, I have not heard anything from them and of course they do not answer any calls was on hold AGAIN for over and hour, on one day 45 minutes on the second day, was on hold with their so call chat for 20 mi utes then was just disconnected, and that happens everyone I try using the chat service. This is the most unprofessional company I have ever dealt with, they use all these other companies to fulfill your orders but when you try and call that company it sends you right to the MTD business phones that they will not answer. It is ridiculous, you can’t tell me they are that busy that the can’t answer a phone call after being on hold for over an hour.
Business Response
Date: 06/10/2024

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 no charge order for the deck shell is still open in
our system. The deck shell is currently still on backorder. This part was initially
due back into stock in mid-May, and now is expected to be back in stock at the
beginning of July. 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. If you would like to
discuss this further, please let us know the best time of day to reach you, and
we will get you in touch with the right person here. 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: 06/10/2024
I am rejecting this response because: I’m thankful that they finally did respond about my complaint, but they still do not answer their phones or connect you with anyone on their live chat. I don’t think a company is in good standing if the only way you can get any kind of red from this company is to file a complaint with BBB. But like I said thank you for letting me know about the back order. I truly appreciate that!
Initial Complaint
Date:05/31/2024
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.
[[BBB transcription via mail, see attachment]]

The carburetor won't fit. They will never give you anyone to speak to in person on the phone. I in turn sent wrong product back to company. They just sent it right back to me.

I can't get return authorization because "no" agent ever answers the phone.
I just want my money back in full. I can't use the product.
Business Response
Date: 06/04/2024
Good Afternoon ******* *********,

We’re sorry to hear that you were not able to get in touch with our customer support team. We have currently entered our busy season, and our call volume is much higher then usual. We have submitted a credit request today 6/4/2024 in the amount of $140.49 for the carburetor and tax will be adjusted accordingly. Once the credit has been issued, you will receive email confirmation. Please allow 3-5 business days for the credit to process and reflect on your financial institution. There is no need to return the incorrect part. You can donate it to a local service dealer, or dispose of it at your discretion. We apologize for any inconvenience this may have caused you, 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:05/30/2024
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.
Good evening,The reason Im calling today is that a couple of weeks ago, i order parts for my tiller which is a craftsman tiller. I ordered 2 new belts, new idler pulleys, and a rear belt cover for my tiller. Since i placed the order the company charged my card twice and still have not received the parts. *** tried to call this company and have not yet gotten into touch yet with anyone. If anything I would like for them to send parts from my order to me please.
Business Response
Date: 06/04/2024
Good Afternoon ***********************************,

Were sorry to hear that you were not able to get in touch with our customer support team. We have currently entered our busy season, and our call volume is higher than usual. Our records indicate that your order has shipped out and was delivered by the **** today 6/4/2024. You can track your order at www.usps.com/ using your tracking number **************************. We do not charge your card until the order has shipped out, we place an authorization hold on your credit card periodically to ensure funds are available, and the authorization hold will drop off. If you are seeing more than one charge, we would encourage you to contact your financial institution. We apologize for any confusion, and appreciate your patience.

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

Sincerely,

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

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