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Business Profile

Lawn Mowers

MTD Products, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lawn Mowers.

Complaints

This profile includes complaints for MTD Products, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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MTD Products, Inc. has 6 locations, listed below.

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    Customer Complaints Summary

    • 348 total complaints in the last 3 years.
    • 118 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased two rear wheel assemblies for my cub cadet. Paid almost 70 dollars for next day shipping. Order hasn’t shipped and I can not get in touch with anyone to find out when my order will ship. I paid for expedited shipping for the company itself to take longer to get the order out than actual shipping.

      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. Our records indicate that
      your order was delivered on 5/3/2024. We have issued a credit in the amount of
      $71.00 today 5/7/2024. This credit reflects the shipping $66.98 as well as
      adjusted tax in the amount of $4.02. You will also receive email notification
      for your records. Please allow 3-5 business days for the credit to be applied to
      your financial institution. We apologize for the inconvenience and appreciate
      your patience.

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

      Sincerely,

      MTD Products by Stanley Black & Decker

    • Initial Complaint

      Date:04/29/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Hello. I ordered a part for my Huskee mower, manufactured by MTD. I ordered using information from the MTD web site. I ordered a 51" cable and was sent a 37.58" cable, which I can not use. I have been on hold with customer service for an hour so far, and have things to do. There is no online chat or e-mail option for contacting customer service; I would use these if they existed, as an hour on hold is terrible customer service... Really all I want is to have the correct part sent to me, at no cost including shipping, so I can mow my grass! Thank you.

      My order number with MTD is **********. Mower Model number ***********. Serial number ************ I measured the existing control cable on the mower and it is around 48".

      Business Response

      Date: 05/03/2024

      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 placed a no charge
      order for the correct control cable based on the model and serial number
      provided, and you will receive it within the next 3-5 business days. You will
      also receive email confirmation of the no charge order.

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

      Sincerely,

      MTD Products by Stanley Black & Decker

      Customer Answer

      Date: 05/08/2024

      Hello. Thank you. The replacement part in question is supposed to arrive today. I will trust that it is correct, and I thank you at BBB of Akron for your help.

    • Initial Complaint

      Date:04/28/2024

      Type:Product Issues
      Status:
      Answered
      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 a part for lawnmower paid for it and never received it, tried talking with them about refund getting no help

      Business Response

      Date: 05/02/2024

      Good Afternoon **** ******** 

      Thank you for bringing this to our attention. We have issued a credit in the amount of $101.21 today 5/2/2024. Please allow 3-7 business days for the credit to be applied back to your financial institution. 

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

      Sincerely, 

      MTD Products by Stanley Black & Decker 

    • Initial Complaint

      Date:04/26/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 and never received it. Website shows my order charge for order is stuck pending. 5 days trying to contact customer service managed to talk to a person twice while they said they couldn't see my order and I was hung up on both times after hours on hold to talk to someone.

      Business Response

      Date: 05/01/2024

      Good Afternoon ****** Likes, 

      We're sorry to hear that you did not receive the answers you were looking for from our customer support team. Our records indicate that the order was cancelled in our system due to lack of inventory. We apologize  for the inconvenience, and that you were not notified via email. Please allow 7-10 business days for the pending authorization hold to drop off of your Cub Cadet line of credit. Our online financing is through ******* N.A. If you have any additional concerns, we would encourage you to contact ******* directly by calling **************.

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

      Sincerely, 

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

      Customer Answer

      Date: 05/02/2024

       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:04/25/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered a mower deck from this company and have received nothing. can not get any response from then by phone or email. I just want the deck. I have a order number but nothing else, they took my money with no service or tracking. Order # ********** done on april 22

      Business Response

      Date: 04/26/2024

      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 you placed an order with us on 4/22/2024. It looks like the order has shipped out and was delivered today 4/26/2024 at 11:32 AM EST. You can track your order at ************ with your tracking number ******************. 

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

      Sincerely, 

      MTD Products by Stanley Black & Decker

      Customer Answer

      Date: 05/06/2024

       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:04/22/2024

      Type:Delivery Issues
      Status:
      Answered
      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 ordered two parts for my mower, a chut and an upper handle. I received the chut in a timely manner. The next week I received a large, empty box that should’ve contained my mower handle but was only an empty box with a packing slip. I tried to resolve using their live chat and was told I had to call the customer service number and talk to somebody. I waited on hold for HOURS on multiple occasions with no answer from a human being at any time and no way to resolve without a human being. I have no way to resolve other than this complaint at this point and I can’t delay having a working mower any longer so I will have to either order from someone else if possible or purchase a new mower. Either way, I would just like my money back on the handle and to be done with this company.

      Business Response

      Date: 04/26/2024

      Good Afternoon ******** ******, 

      We apologize for the negative experience you had with our customer support team, and thank you for bringing this to our attention. Our records indicate that you spoke with one of our customer support advocates on 4/22/2024, and that a replacement handle was sent out at no charge to replace the missing one from your original order. It also appears that an order number and case number was provided at the time of the call. 

      If you have any additional issues, feel free to contact us at 1*************. Please reference your case number ********.

      Sincerely, 

      MTD Products by Stanley Black & Decker 

    • Initial Complaint

      Date:04/22/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 this garden tiller last year, March 30, 2023 I am on my second machine since that time. The first one had a leak in the axle and they replaced it. The current machine I have broken to drive belts. I only have about eight hours on the machine in a years time, there is a two year warranty on this machine. I have tried to contact **** built over the past week no less than four times through social media email and calling. After sitting for an hour on the phone, nobody will pick up the phone at the warranty department to help me with this issue. After further investigation, it looks like the idler pulley is misaligned with the other drive pulley, causing the belt to wear out . This might be a design flaw in this machine. I have received no help from Troy-BILT and can’t even get a hold of anybody to talk to.

      Business Response

      Date: 04/26/2024

      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, and that your Troy-Bilt equipment isn’t performing like it should. 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. 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

    • Initial Complaint

      Date:04/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Will not start, Electric mower comes up with error codes. have to have hauled into dealer at my expense. left witjot a mower last yr for 3 months, this yr aslready i month so far . 3 yr warranty, now dealer tells me club cadet doesnt want to honor it. i want them to tale this lemon lawn mower back, give me a gas mower

      Business Response

      Date: 04/26/2024

      Good Afternoon ***** ******

      We're
      sorry to hear you haven't been satisfied with your Cub Cadet equipment. Your
      equipment comes equipped with a minimum 3-year manufacturing warranty, and we
      do stand behind our products and our warranties. Our Cub Cadet Authorized
      Service Center's 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 service dealer determines that
      the equipment is unrepairable due to a defect in workmanship and/or materials,
      we would be able to move forward with options in regard to a
      replacement/refund. We want to help you resolve this matter as quickly as
      possible, and would encourage you to give us a call at 1-855-971-2271 and
      reference your updated case #********.

      Sincerely,

      MTD Products by Stanley Black & Decker

    • Initial Complaint

      Date:04/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      While trying to start the snowblower I was pushing the primer button multiple times because it was difficult to start. I reached over and pushed the starter button and the snowblower exploded causing gasoline to get onto my clothes setting me on fire. The snowblower gas tank nearly melted through and if it had it would have exploded too possibly killing or severely injuring me. I suffered 1st degree burns on my legs and private area.

      Business Response

      Date: 04/29/2024

      Good Afternoon ***** ********,

      We apologize for the delay in response. We want to help you resolve this matter
      as quickly and efficiently as possible. It looks like a member of our risk
      management team previously reached out via phone and left a voicemail. We will
      have someone reach back out to you shortly. If we are unable to reach you,
      please let us know the best time of day to give you a call.

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

      Sincerely,

      MTD Products by Stanley Black & Decker

    • Initial Complaint

      Date:04/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a Cub Cadet ***** electric mower from **** ***** on 6/20/23 purchase order ******** for $2452.50. It started and ran ok until November, but failed to start in March 2024. I contacted CC customer service, received case # ********, and was told to contact 6 CC service centers within 50 miles of my home. I contacted all 6 and was told by each that they would not service an electric mower because, frankly, they preferred to service gas mowers since electrics require more time to diagnose and repair. I passed this fact on to CC customer service, who told me that they were aware of the service problem, but were helpless to remedy it. I see that this is an ongoing problem from several of your complainers. I contacted the manager of the **** ***** from purchased, who incidentally owns a ***** and is sympathetic to my problem, but was told that their store policy for returns is limited to 90 days. Of course my problem didn't occur until after this period, and thus I have no resolution for my problem. I would really like to receive a refund from either Cub Cadet or **** *****, in order to purchase a gas mower since electric mower service is such a hassle.

      Business Response

      Date: 04/26/2024

      Good Afternoon ******* ****,

      We're sorry to hear you haven't been satisfied with your Cub Cadet equipment, and that you have not received the answers you were looking for from our customer support team. We want to help you resolve this matter as quickly as possible, and would encourage you to give us a call at ************** and reference your updated case # ********. Or, 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. 

      Sincerely, 

      MTD Products by Stanley Black & Decker

      Customer Answer

      Date: 05/01/2024

       I am rejecting this response because:
      I called the number referred, which is the MTD customer service number, and was given a website URL for handling troubleshooting. I feel that this is just another attempt to avoid addressing my problem. I have previously waited on the Cub Cadet customer service line for over 50 minutes only to be told that they could not instruct their service centers to work on electric mowers, even if they had previously been educated in troubleshooting them. Almost one year of my three year warranty has expired, and I can't get any resolution to my problem.

      Business Response

      Date: 05/02/2024

      Good Afternoon ******* ****,

      We understand how frustrating this can be, and we apologize for the
      inconvenience. Unfortunately, we are not able to move forward until the
      equipment has been evaluated by one of our authorized service providers. 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, and assist you
      with resolving this matter.

      Sincerely,

      MTD Products by Stanley Black & Decker

      Customer Answer

      Date: 05/03/2024

       I am rejecting this response because:
      My cell number is ************ and I'm usually available 8 to 5 CST.

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

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