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.

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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:04/18/2024
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.
On April 5, 2024, I ordered online from MTD a mower deck shell for my 2019 Craftsman Riding Lawnmower. The site "VERIFIED" in green that, per my Model # *********** (it asked for Model # only--not year or Serial number), this particular product would replace the original--it didn't.
On April 10, 2024 Central Transport delivered it to me (MTD has contract account w/ this company and I paid $29 Delivery Fee, although site says "Free Shipping on Parts Orders Over $45"). Once I opened box, I noticed two areas were not the same on the deck from my old broken deck: 1) The new one did not have a metal piece welded to the deck to guide and secure the Mower Engage Cable as my original did 2) the Plastic Grass Chute Shield would not line up and attach. During the past 3 days I have spent > 7 hours on call waiting, hold, transfer from one agent to another assuring me that a Bill of Lading would be prepared for me to return the product for a refund. Today, I was transferred to Tier 2 agent *****, who after much time, states that MTD will not arrange for any return and I could arrange transport at my own cost via Central Transport (I called and inquired: They are asking over $400 to ship it back). I said I will drive 4 hours to Shelby, OH and return it myself, but she then states that they do not accept returns from individuals--only through Transport. I told her how wrong this is: she then suggested to advertise it online to recoupe some of the loss!

Order Number: ********** Order Date: Fri Apr 05 15:18:22 GMT 2024
Payment method: Credit Card
Amount Paid: $352.42
Shipping Address
Billing Address

**** ******* *** ***** *** **** ******** ** ***** **********
Delivery Method:
Delivery Method: Truck Delivery

Order Summary
Item
Unit Price
Quantity
Item Total

42" Deck Shell (Powder Black)

$303.47

Subtotal
$303.47
Discount
$0.00
Shipping
$29.00
Sales Tax
$19.95

Order Total
$352.42
Business Response
Date: 04/26/2024
Good Afternoon **** ********

We apologize for the inconvenience, as well as for the
negative experience you had with our customer support team. We have reviewed
our records, and have determined the error occurred on our end via our website.
Our IT department has been notified, and are working to resolve the issue as
quickly as possible. We have issued a prepaid return label for you to return
the incorrect part back to us today 4/26/2024. You will also receive an email
from us directly with return instructions, and an additional email from UPS,
which will include the prepaid return label and instructions to follow. Once we
have received the part back to our warehouse, we will begin the credit process,
which can take 7-14 business days to reflect on your financial institution.

If you have any additional issues, feel free to contact us
at 1-855-971-2271. Please reference your case number ********.

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:04/18/2024
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.
Date of purchase 4/11/24
Item. Mulching kit
Not processed yet. Should have been processed 3-5 days from order, going on 7 days.
Can’t get in touch with customer service. Called twice, held45 min. Did chat but just sits there Transferring to agent…never goes through.
I want my product or give me my money back
Business Response
Date: 04/19/2024
Good Morning ****** *********

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 the mulch kit that you ordered is currently on backorder until the end of April. Once the kit is back in stock and ships out, you will receive it within 5-7 business days. Our IT department has also been working diligently to correct stock status issues on our website. We apologize for the inconvenience, and appreciate your patience as we fulfill your order as quickly as possible.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:04/12/2024
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 was charged twice for the mdse, 1 wk apart. Only rec'd the 1 part I ordered but have been charged twice. Impossible to reach anyone by phone or email.
Business Response
Date: 04/15/2024
Good Afternoon ***************************,

We apologize for any confusion regarding your order. It looks like your order was shipped separately, and this is why two separate charges will be found on your credit card. Your card is not actually charged until the part/order has shipped out. Our records indicate that the first part of your order was delivered on 4/11/2024 at 11:46 AM, and left at your front door. The second part of your order has also shipped out, and is due for delivery Wednesday 4/17/2024 by the end of the business day. You can track your order at www.ups.com/ using your tracking number 1Z4F531Y0384865216.

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

Sincerely,

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

Customer Answer
Date: 04/16/2024
I am rejecting this response because: I only ordered one (1) battery, the first order placed didn't appear to go through and I didn't get an order number. or a battery. First withdrawl from my acct was on 4/8, didn't get a battery from that supposed order, second withdrawl was on 4/12, I did receive that order. I want credit for the 4/8 order that didn't arrive, or show that the order went through.

Business Response
Date: 04/17/2024
Good Afternoon ***************************,

Thank you for clarifying your experience with our website in regard to placing your order online. As we explained in our previous response to your BBB complaint, it looks like the second battery is on the way, and is due for delivery today 4/17/2024 by the end of the business day via **** If you are able to refuse the delivery, the order will be returned to our warehouse, and once received, the process for refund will begin, and a credit will be applied to your financial institution within 7-14 business days. If you are unable to refuse the delivery, we would encourage you to follow the instructions on the packing slip to return the order to our warehouse, and once received, the process for refund will begin as described above. We apologize for the inconvenience, an appreciate your patience as we work to resolve this matter for you.

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

Sincerely,

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

Customer Answer
Date: 04/17/2024
I'm also refusing the *** order that's supposed to be delivered today and expect a refund asap. I'm 80 yrs old on a very limited income, a refund of my purcase, that's supposed to be here today, would be greatly appreciated. Thank you

Customer Answer
Date: 04/19/2024
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. The mdse was refused at delivery on 4/17 and is on it's way back to you. Thank you
Customer Answer
Date: 04/30/2024
Today is 4/30 and I still haven't received a refund from MTD, surely they have received the delivery that I have refused and sent back. Why is it taking so long to get my refund? I'm so upset right now. #******** complaint number
Business Response
Date: 05/01/2024
Good Afternoon ***************************,

Our records indicate that the order was received back to our warehouse on Wednesday 4/24/2024 at 11:20AM. As we explained in our previous response to your BBB complaint, please allow 7-14 business days from the date that the order was returned to our warehouse for the credit to be applied to your financial institution. We apologize for any frustration or inconvenience this may have caused, and appreciate your patience as we work as quickly and efficiently as possible to process your refund and resolve this matter.

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

Sincerely,

MTD Products by ************************* & ******
Initial Complaint
Date:04/09/2024
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 ordered a carburetor and gas filter for Cub Cadet lawn mower on 03/15/24 total $180.57, order #**********. I received message from UPS delivery date of 03/23/24. Parts did not arrive. UPS Tracking showed package stopped in Lexington, KY on 03/21/24. I asked for investigation with UPS. I called Cub Cadet on hold for over 30 minutes. I connected to Cub Cadet's "Live Chat" and waited 15 minutes before a "Live" person came on. He stated my order was "processing". They weren't even showing my order had been shipped. I gave him the Tracking number supplied by UPS. He said I needed to call Customer Service for more information. I asked if someone from Cub Cadet could check with UPS, I was told no. I then asked him to cancel my order. He said that I needed to call Customer Service to do that. I again called Customer Service and waited another 35 minutes to speak with someone. When I told them to cancel my order, they said I would need to speak with level 2 and put me on hold again. I waited another 15 minutes and hung up. UPS said they needed "additional merchandise description" on 04/02/24. I sent a copy of Cub Cadet Invoice. On 04/03/24, they had closed my claim. I called UPS and reported I had sent the information requested. On 04/04/24 UPS stated, "A claim has been issued to the sender for your package. Please contact the sender for more information." On 04/04/24, I contacted my credit card and put in a dispute on the charge for the parts. On 04/05/24, I again called Cub Cadet, after 39 minutes, I spoke with someone, I was told that my order listed as being "processing". I then asked to cancel my order, the CSR laughed, and said "If I wouldn't have been speaking over her, I would have heard her tell me that I would need to speak to Level 2 to cancel." I asked to be transferred to Level 2. No one picked up. I held on the call another 45 min before hanging up. Cub Cadet has done nothing to resolve my issue.
Business Response
Date: 04/10/2024
Good Afternoon ***** *******,

We're sorry to hear that you did not receive the answers you were looking for, and that you had a negative experience with our customer support team. We have reviewed our records, and determined a credit and reorder would be the best course of action 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 at Cub Cadet ASAP.

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
Customer Answer
Date: 04/11/2024
I am rejecting this response because:
I tried calling the phone number listed in MTD Products response. I entered the Case number referenced. Again, I was on hold for 22 minutes. I just want them the credit my Discover Card. I do not want to reorder the parts. I will get them somewhere else. I will never order anything from this company again.

Business Response
Date: 04/18/2024
Good Afternoon ***** *******,

After reviewing all components of this matter, we have issued a credit in the amount of $180.57. Please allow 7-14 business days for this credit to apply to your financial institution.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 04/20/2024
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:04/09/2024
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.
This is for a purchase on ************. I purchased a lawn mower battery on 4/3/2024 at 19:26:21 GMT. It is a 12 Volt AGM Battery. Part # *********. Order # ******** P1. It has not shipped. I try calling repeatedly and am on hold for an unacceptable amount of time. I just called and was on hold for 59 minutes. No one answered. I can’t get anything other the a virtual assistant on the “Live Chat”. There is no email address listed to contact them either. It is spring. Grass is growing. They don’t seem concerned about my purchase. I NEED a battery ASAP.
Business Response
Date: 04/10/2024
Good Morning ******* ******,

We're sorry to hear that you did not recieve the answers you were looking for from our customer support team. Our records indicate that your order has shipped out and is due for delivery today 4/10/2024 by the end of the business day. You can track your order at ************ with your tracking number ******************.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 04/11/2024
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:04/01/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Cub Cadet tune up / oil change kit and the spark plugs were uncovered and stuck inside the air filter where they were bouncing around. The oil filter and fuel filter were just thrown in the shipping box also uncovered.
Business Response
Date: 04/02/2024
Good Afternoon *** **********,

We're sorry to hear that you were not satisfied with the packaging of your order. This type of mistake is the exception rather than the rule for our company. We sincerely apologize for any inconvenience that this may have caused you. We would be happy to send you a replacement kit at no charge, and would encourage you to give us a call at ************** and reference your case # ******** 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: 04/05/2024
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 already replaced the parts. I just wanted to know how the packing was. What you can do for me is give the correct part number for a mulching kit for my 50 inch zero turn mower.
Initial Complaint
Date:03/26/2024
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 cub cadet riding lawn mower back in march of 2023

just a month after purchase something happened to the wheels while driving it

then 5-6 months after that something happened to the ignition it would not turn off all the time

then a month or so after that the seat switch malfunction or broke and my husband had me call a few months ago the customer care to see where we can warranty it as home depot was no help at all

i was advised to call one of there out of area service places which i did and was put on a wait list and advised they would call me when we can bring our mower in as they were backed up this was before christmas maybe around thanksgiving so then again i called cub cadet customer care on 3/15 now it has been 3-4 months without a lawn mower and no help again they escalated it to a tier 2 and the guy told me after a few hours on he phone well call another place there is nothing i can do i said yes you can replace it no we cannot do that unless the service place says we need to

i advised them how ridiculous it is to have to wait 5 to 6 months with no phone call from there service place. We paid money for a piece of junk and then to top it off my husband was so mad about having to wait so long that he tried to fix it so we can use it to mow our lawn and the battery was completely dead from the faulty ignition. So there is 85.00 we had to pay to use the lawn mower which should not have had a bad battery because of a faulty ignition switch on the mower

we want a replacement asap this is not fair to a consumer to pay a lot of money for something they cannot use or i want a refund asap

my lask know case number is ********
Customer Answer
Date: 04/17/2024
Attached is the receipt for the receipt for the mower that we cannot really use there are numerous issues I have contacted cub cadet several times and was directed to take it to one of their service centers which we had not issue with 6 months ago and one of the centers that was convenient to us took our number and said they would call us when they can take the mower and no calls from them so now my husband is out a mower all I want is either a refund so that i can go elsewhere and buy a mower or a replacement this mower has done nothing but fall apart it is a lemon
Customer Answer
Date: 04/17/2024
also attached is a email the manager from home depot has sent to cub cadet as well

Business Response
Date: 04/26/2024
Good Afternoon ***** & ***** ******,

We're sorry to hear that you have not received the answers
you were looking for from our customer support team. Your equipment came
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 ************** 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: 04/30/2024
I am rejecting this response because: I have tried numerious times to get a appointment with one of your repair companies that is close to my home with no success. we paid hard earned money for something that is a lemon my husband went months without being able to use. now we are in mowing season again my
husband has had to buy a new battery change the part under the seat and fix the cylonoid so he can use this lemon of a lawn mower this is not the response i expected

Business Response
Date: 05/02/2024
Good Afternoon ***** & ***** ******,

We apologize that you are experiencing issues with your
equipment, and we want to assist you with resolving this as quickly and efficiently
as possible. Unfortunately, we are not able to move forward without the
equipment being evaluated by one of our authorized service dealers. If you are
having trouble scheduling an appointment or finding a service provider, we
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: 05/06/2024
I am rejecting this response because: I have tried to make appointments with your service departments that handle your repairs with no success. I have waiting cause we are clearly aware there is a backlog of repairs , still waiting and no phone call so you mean to tell me because one of your repair centers cannot get to our mower in a timely manner to bad for us we have to wait with all this money we spent on this mower and it was a lawn ornament for months until my husband put his own money and had to replace a battery that should not have to been replaced due to a bad cylonoid that also went bad and caused the battery to go bad cause the mower was not shutting down properly and the seat switch had to be rigged so he can use this lemon mower we paid way to much money for and it drives funny my husband said the tires rods are bent or something and we have to wait? so i would like the BBB to get involved more this mower was not even a year-old til recently and we have called your company to get assistance with a less than year old mower with so many problems with no success
Initial Complaint
Date:03/26/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered 2 items from Cub Cadet on 2/22/24. Only one item was delivered. The other item was either not sent or not placed on delivery truck for delivery. I’ve been told by the shipping company that the item was sent back for some reason. I have made several attempts to contact them for resolution of this problem and send me a replacement. Repeatedly, my calls are transferred to another department that does not answer my calls. I have, several times waited for up to two hours waiting for someone to answer my call.
I only want delivery of my item, which is a lawnmower bagger attachment.
Thank you
**** *******
Business Response
Date: 04/02/2024
Good Afternoon **** *******,

Thank you for bringing this to our attention. We're sorry to hear that you have not received the answers you were looking for from our customer support team. On 4/1/2024 we placed a no charge order for the missing bagger attachment, part number ***********, and you will receive it within the next 7-10 business days. Your no charge order number is ***********.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:03/24/2024
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.
July 14, 2023
I bought a brand new craftsman lawnmower for our local store now has 16 hours on it. Cannot use it due to the transmission went out. Unit is still under warranty. Contacted craftsman warranty dept. they sent us to a local dealer for service. Went that dealer they said it would be atleastb2 week before they could even look at it and it would be another 2 to 3 weeks before getting parts to repair it. Contacted craftsman again. The sent the issue to mtd. Mtd makes the mower for them. Mtd still have not contacted myself back after 2 weeks. I need the mower fixed. Spent 2500 on this mower and have only used it 3 times. What do I need to do as far as getting repaired, replaced or money back.
Business Response
Date: 04/02/2024
Good Afternoon **** ********,

We're sorry to hear that you're having trouble with your equipment. All of our equipment comes with a minimum 2-year manufacturing warranty, and we do stand behind our products and our warranties. Our service providers do strive to return equipment within 14 days. They need time to inspect the equipment, provide estimates, order parts and repair the unit. Warranty repair service time can also vary with seasonal volume spikes. This is standard for the industry when these unusual peak seasonal surges arrive.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 04/04/2024
I am rejecting this response because:
After a month of trying to get someone to contact me that has never happened. I had to buy another mower to keep yard mowed. Been on the phone as I type this for an hour now. Noone has picked up. Your customer service sucks. My mower is still not fixed. You need to repair or replace this mower. I will not take it to the local repair facility because it's 2 weeks out to even look at it. Then another 2 to 3 weeks to get parts from your wonderful place. You will give my money back for the mower I had to buy. The attorney generals have been contacted.

Business Response
Date: 04/18/2024
Good Afternoon **** ********,

We apologize for the inconvenience, and for any frustration this has caused you. 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. Unfortunately, we are not able to issue a refund or replace the product without it being evaluated by one of our authorized service dealers. As we stated in our previous response to your BBB complaint, All of our equipment comes with a minimum 2-year manufacturing warranty, and we do stand behind our products and our warranties. A detailed declaration of the warranty can be found in the Parts/Warranty Supplement portion of your paperwork that you received with your product. A copy can also be downloaded directly from our website. We would encourage you to schedule an appointment with an authorized service dealer at your earliest convenience so we can assist you with resolving this matter.

Please let us know if you have any questions or need further assistance. You can also contact us directly by calling *************** and reference your case number ********.

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 04/19/2024
I am rejecting this response because:
The local authorized dealer or repair facility say 2 weeks before they will even look at it. And another 2-4 weeks to get parts. Just send me the parts and I will do it myself in 10 minutes. Your support system sucks. I am again on the phone permanent ignore no one will pick up for over an hour now. Customer service is everything you don't have. Just send the rear-end/ transmission I need I will do it myself. Quit jerking me around. My grass is passed me knees now because of your lack of Customer support. I will file a suit against you. Not scared. It's already been sent to the **** and ******* attorney general.
Initial Complaint
Date:03/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Some background details:
I purchased an MTD riding lawn mower from Lowes on October 23, 2023.
The product details are: Craftsman 30” battery-power compact riding lawn mower (model CMCRM233301).
The MTD product operated flawlessly for ~1.2 hours, then completely died.
The battery charge was ~84% at the time of the complete product failure, so it’s not a dead battery.
I've called the MTS Craftsman Customer Support line 8 times throughout the winter to attempt to resolve the issue (i.e., identify where to take the product for Warranty Repairs).
Each time I called I was not helped. The only human response that I ever received has been “the product needs to examine by an authorized service center.”
When I replied “yes, but where that service center is?”, the answer was “Since its an all-electric mower, I don’t know, but I’ll check.”
The customer service person then told me that they would contact me with details regarding the nearest Authorized Service Center.
I’ve never received a return call or email.
I've called back ~8 times with no results. No customer service agents could help. Several simply placed me on hold, and never returned to my call.
My compliant:
I’ve called the company every month since the time of the product failure, and I’ve never received a substantive reply.
After spending a LOT of money for a fully-electric compact lawn mower, it only operated for 1.2 hours.
And, despite the fact that the product comes with a 3 year warranty, the company has not been able to identify for me the name and address of any Authorized Service Centers.
Business Response
Date: 03/27/2024
Good Afternoon ******* *******

We're sorry to hear that you had a negative experience with our customer support team. Our records indicte that you were in touch with one of our customer support advocates and were provided with two authorized dealers that service our electric equipment in your area on 3/26/2024. We apologize for the delay in communication, and for any inconvenience this may have caused you. Our goal is to help you resolve this matter as quickly and efficently as possible.

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

Sincerely,

MTD Products by Stanley Black & Decker

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