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.
117 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/09/2024
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.
**** ***** Mower is less than 2 years old. Did not work properly at end of last season and would even start this season. Carburetor needs to be replaces and not covered under warranty as they assume it is due to bad gas. This in fact was not the case as this problem was evident at end of last summer

I thought I was spending money to buy a high quality product but they disqualifying all the warranty claims making their product appear to be reliable.

Mower is being repaired at

Klems "Authorized Service Center"
*** * **** ****** ******** ** ***** ************
Business Response
Date: 05/14/2024
Good Afternoon ****** ****,

We’re sorry to hear that you haven’t been satisfied with your Troy-Bilt equipment. Your equipment comes 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. If you disagree with the assessment of the dealer, you always have the option to take the machine to another service center for a second opinion. 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: 05/16/2024
I am rejecting this response because:

This mower was taken to an authorized service center identified by the Troy built web site Would it be possible for you to call them
the mower is at:
*****
*** * **** **

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

************
Customer Answer
Date: 05/18/2024
Ii do not understand the response. I cannot remove the mower from the original authorized repair station. I will be charged a 70 fee.
I don’t understand why you cannot reach out to the repair center that I was instructed to send it to by your website
I would have done the repair myself if I thought it would not be covered
Business Response
Date: 05/22/2024
Good
Morning ****** ****,

We apologize for any confusion in our previous response to your BBB complaint.
If the dealer has evaluated your equipment, and determined that the cause of
failure was the carburetor due to a fuel related incident, that is not covered
under warranty as it is not a manufacturer defect. Gas can become stale and
will go bad in as little as 30 days, whether it is stored in a container or in
your unit. Over time fuel lines in your engine can become gummed up and tacky
if a fuel stabilizer – like ******* – is not used. Also remember, you should
always buy fuel that contains less than 10% ethanol (E10) because a high
content of ethanol in gasoline is harmful to small engines. If you disagree
with the authorized service dealers diagnosis, you always have the option to
get a second opinion from a different authorized service dealer. The dealer can
also contact our technical department directly with any questions or concerns
in regard to filing a warranty claim.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:05/08/2024
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 riding mower about 3 weeks ago. It didn't come with a engine owners manual. I called customer service and they said the only way they could send me one is if I payed 25 dollars. I told them I am not paying for something that should have come with the tractor from the beginning. My engine is a Kohler ks595-3018. I want my owners manual sent to me.
Business Response
Date: 05/15/2024
Good Afternoon *********************,

Were sorry to hear that you have not received the answers you were looking for from our customer support team. Unfortunately, we do not have access to the engine manual. We would encourage you to contact ****** directly by calling ************** or visiting their website at Engines | KOHLER Power (kohlerenergy.com). They will be able to assist you with obtaining the correct engine manual. We apologize for any inconvenience or confusion that this may have caused you.

If you have any additional issues, feel free to contact us at **************. Please reference your case number 09564724.

Sincerely,

MTD Products by ************************* & ******
Initial Complaint
Date:05/08/2024
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.
They owe me a $52.66 refund since January for returned parts.
Business Response
Date: 05/14/2024
Good Afternoon ****** ***********,

Thank you for bringing this to our attention. We have sent you an email today
5/14/2024 requesting additional information to help you resolve this matter as
quickly and efficiently as possible. We would encourage you to respond to the
email at your earliest convenience so we can look into 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: 05/24/2024
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 would note that having to go to BBB to get a refund says nothing good about MTD. Also there are numerous online contact methods that result in being looped for hours with no actual contact with MTD. They should fix this. I will always think twice before buying any MTD product going forward
Initial Complaint
Date:05/08/2024
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 cub cadet riding mower it's still under warranty it's only got like 32 hrs on it and I have had nothing but troubles out of it starting solenoid & battery has been replaced had issues with reverse they had to fix even had faulty blade now the bearings on the blade spindle has went bad and I have been calling for 5 days and been on hold the longest time I have been on hold waiting has been 2 hours and ************************************************************************** the mower and customer service
Business Response
Date: 05/08/2024
Good Afternoon ****************,

We're sorry to hear that you havent been satisfied with your Cub Cadet equipment, and that you have not been able to get in touch with our customer support team via phone or chat. We have currently entered out busy season, and our call volume is higher than usual. Your equipment comes equipped with a minimum 3-year manufacturing warranty, and we do stand behind our products and our warranties. We recommend contacting a Cub Cadet ************************** 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.Here is some detailed information about arranging warranty services: *********************.

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

Sincerely,

MTD Products by ************************* & ******
Customer Answer
Date: 05/09/2024
Yes I understand it's busy season but I would like to talk to customer support I have called numerous times and just on hold all of the time again and again once was 2 hours and 18 minutes people do have other things to do in life I have even tried multiple times to live chat says connecting me to agent but never does connect even got an email asking me to rate my experience with *** NEVER spoke with ANYONE again I would like to speak with customer support
Customer Answer
Date: 05/14/2024
I am rejecting this response because: I would like someone from customer service to reach out to me I spent alot of hard earned money on this mower and I expect to be able to talk to someone about my concerns or just refund the purchase price

Business Response
Date: 05/17/2024
Good Afternoon ****************,

Please let us know what the best time of day to reach you, and we will get you in touch with the right person here to discuss your concerns regarding your equipment.

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

Sincerely,

MTD Products by ************************* & ******
Customer Answer
Date: 05/17/2024
Yes you keep saying the same thing as I have stated before I need your customer service **** to contact me regarding an issue that authorized service center can not help me with again I need your customer service department to reach out to me .....
Initial Complaint
Date:05/07/2024
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.
Company Name: Cub Cadet
Order # **********
Order Date: 04/19/2024

I am in need of good customer service. But apparently, it is not high on Cub Cadet's list of standards as I can't get hold of anyone for a large order I placed a month ago. I can never get hold of the company or representative for a large order I placed and still shows open. I called the ************ number on several occasions and have sat on waiting for an agent several times for over 4.5 hours in total. 1st time, for over an hour. Others for over 45 mins. I have also tried to reach out to them through * and on their ******** page messages and still no response.

I am ready to cancel my order since being a first time customer has been excruciatingly painful. I don't want to financially support a company that doesn't take care of and support their customers.
Business Response
Date: 05/15/2024
Good Afternoon ******* ********,

We're sorry to hear that you have not been able to get in touch with our
customer support team via phone or chat. We have currently entered out busy
season, and our call volume is higher than usual. Our records indicate that
your order was cancelled in our system. A few examples of why an order would be
cancelled are lack of inventory or a problem with the billing/shipping address.
Due to the order being cancelled, you were not charged for the order in the
amount of $ 5,871.96. If you still see a pending transaction, we would
encourage you to contact your financial institution. We apologize for any
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: 05/16/2024
I am rejecting this response because:
This is the generic response I have seen them post on several other feedbacks.
Still does not fix their issues and their disregard for their current and potential customers. So many different ways they have been contacted and still have not responded except for a BBB report against them to only try and cover themselves.

Business Response
Date: 05/21/2024
Good Afternoon ******* ********,

We’re sorry to hear that you were not satisfied with our previous response to
your BBB complaint. We do
take our customers' opinions very seriously and the feedback we receive is
documented and helps us improve in all areas of customer support and our
products. We currently have limited staff, and are working as quickly and efficiently
as possible to address all of our customers and their needs. We are also addressing
our staffing shortage, and expect to have reprieve shortly. We appreciate your
patience as navigate through this setback.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 05/22/2024
I am rejecting this response because:
I don't need a copy and paste response. I want to know how they are going to fix the issues and what they are going to do for me after wasting numerous hours of my time. My time is not free nor is a generic copy and pasted response. Show that you actually care about the customers thst keep you in business. You are NOT entitled to our money or our time.
Initial Complaint
Date:05/06/2024
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.
Placed an order on 5/1/24 need to know when order will ship. Love chat does not respond and 3 phone calls placed, put on hold for over 45 min each time. Need item shipped out refunded asap.
Business Response
Date: 05/08/2024
Good Afternoon ****** ******

We’re sorry to hear that you did not receive the answers your were looking for
from our customer support team. We have currently entered out busy season, and
our call volume is higher than usual. It looks like your order has shipped out
and is due for delivery by Monday 5/13/2024. You can track your order at ************ using your tracking number
**************************. 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: 05/09/2024
I am rejecting this response because: Similar responses are given to most complaints listed on the BBB website. This does not show regard for customer satisfaction or respect for customers time. Desired resolution not reached.
Initial Complaint
Date:05/03/2024
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.
Can you get someone from Craftsman to call me. I have tried to get a human being on their phone system for more than two weeks and it is IMPOSSIBLE!I have a gas powered yard edger that is defective. I cannot find a servcie shop near me after multiple phone calls; they won't touch it. I just need to speak to someone from Crafterman please.
Business Response
Date: 06/06/2024
Good Morning ***********************,

Were sorry to hear that you have had a difficult time getting in touch with our customer support team. We want to help you resolve this matter as quickly and efficiently as possible. 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 further.

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

Sincerely,

MTD Products by ************************* & ******
Initial Complaint
Date:05/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a part (2 lug nuts) on line from Cub Cadet. The incorrect part was delivered. I attempted to call customer service to resolve the matter and exchange for the correct part. I have spent hours on the phone (on Hold) and have never spoken to anyone. Cub Cadet sent an email asking to review my experience. I rated the experience a 1 star and explained the situation….. “Wrong part, on hold to speak to someone and matter still not resolved.” They responded to the review by saying that it would not be published on their website because it did “not meet the guidelines” of their website. Not only did they acknowledge receipt of the low review but they made no effort to reach out to me to resolve the matter. I still have a part that is useless and no resolution to the matter !
Business Response
Date: 05/06/2024
Good Afternoon ****** *****,

We're sorry to hear that you have not been able to get in touch with our
customer support team via phone or chat. We have currently entered out busy
season, and our call volume is higher than usual. We have sent you an email
today 5/6/2024 requesting additional information to help you resolve this
matter as quickly and efficiently as possible. We would encourage you to send
us an email at your earliest convenience.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 05/07/2024
I did receive a message today but it has a “complaint number” that is referenced but it’s not the correct number. There’s no company info at all and it’s from *** *.
Honestly I thought it was another scam. Send me a legitimate company email and I will gladly respond. Image of the email is attached.
Business Response
Date: 05/14/2024
Good Afternoon ****** *****,

We apologize for any confusion. We have sent you a follow-up email clarifying
the difference between your BBB complaint ID # ******** and your direct case #
******** which documents the communication history within our Salesforce
system. We would encourage you to reply to the email we sent with the requested
information at your earliest convenience so we can assist you with resolving
this matter.

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:05/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 20 inch chainsaw from Lowes on February 19 2024 and it won’t cut a tree down. I have tried a half a dozen times to get a hold of Craftsman and can’t get ahold of them. They keep giving me the runaround. I paid about $250 for the chainsaw and bought a extended warranty on it
Business Response
Date: 05/07/2024
Good Afternoon ****** *****,

We're sorry to hear that you have not been able to get in touch with our customer support team via phone or chat. We have currently entered out busy season, and our call volume is higher than usual. We want to help you resolve this matter as quickly as possible. Please let us know the best time of day to reach you, and we will get you in touch here with the right person to discuss this in more detail.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 05/14/2024
I am rejecting this response because:
It does not tell me how to get in touch with them

Customer Answer
Date: 05/16/2024
They have not told me how to get ahold of them yet
Business Response
Date: 05/17/2024
Good Afternoon ****** *****,

As we requested in our previous reply to your BBB complaint, please let us know
the best time of day to reach you, and we will have one of our customer support
advocates reach out to you via phone or email to discuss this matter in more
depth, and work to help you reach a resolution.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 05/21/2024
I am rejecting this response because:

They did not not leave a email
Initial Complaint
Date:05/01/2024
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 purchased an air filter cover on 4/14/24 with regular shipping. The website said it would ship in 5 to 7 days. It has been Over 3 weeks and the order has not been processed. It says null In the order and shipping sections. I have tried calling numerous times only to be placed on hold for extended periods of time...at least 20+ minutes each time. I have tried the web chat and no answer. The one time I got to be the next person the web chat closed with no prompting on my side. i tried to click the contact us from the email and it goes no where. TheRe is no way to reach this company and no way to cancel an order. I want this order cancelled and money refunded...all of it including the shipping since it wasn't shipped.
Business Response
Date: 05/07/2024
Good Afternoon ***********************,

We're sorry to hear that you have not been able to get in touch with our customer support team via phone or chat. We have currently entered out busy season, and our call volume is higher than usual. Per your request, we have cancelled your order today 5/7/2024. Please allow 1-3 business days for the credit card authorization hold to drop off of your card and apply to your financial institution. 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 ************************* & ******

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