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

346 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:05/29/2025
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 called MTD to discuss a part for a mower I have. I gave the serial and model number in order to recieve the correct part. The part sent does not fit my mower and after taking it to a local dealer I was insured it was not the correct size. MTD has incorrect parts sheets for this mower and wants me to pay to return the part even though they assured me it would be the right part. I will be out the cost of returning the part . Also the call center assured me there were no managers to speak with after being extremely rude. Steven the call center guy sent me an email stating that he was the only person I could speak with.
Business Response
Date: 06/06/2025
Good afternoon ***** ******,

We’re sorry to hear you did
not receive the answers you were looking for from our customer support team,
and we want to assist you with resolving this matter as quickly and efficiently
as possible. Our
records indicate that you were credited in the amount of $28.74 today 6/6/2025,
and that the credit memo was emailed to the email address listed within this
complaint. Please allow 1-3 business days for the credit to reflect upon your
financial institution. You do not need to send the incorrect part back to us,
you can donate to your local authorized service dealer.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 06/09/2025
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:05/20/2025
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 March 16th I purchased a $3,600 garden tiller from the Troy-Bilt website. It was delivered the following week to my house. It arrived defective and would not go into gear. I was instructed to take it to their authorized repair shop, and I did. The repair shop was unable to fix the issue, as it was an internal catastrophic gear malfunction. He recommended that they company refund my money. SInce then, I have called the Troy-Bilt customer service line at least 15 times, and submitted the sales receipt, letter/work order from the repair shop, and a lengthy document explaining everything. I speak to a different person, in a different country, every time I call. I am told a variety of stories....from the refund is being processed to they haven't received the documents that they need, so I resend them, and then it's over and over again, the same run around every time I call. It's been 2 months, and after spending nearly $4,000....I don't have a garden tiller and I don't have my money back. I can't begin to describe the frustration that this company has put me through and I don't feel that I will ever receive my money back for an item that I never got to use.
Business Response
Date: 05/30/2025
Good morning ****** ******,

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. We want to assist you with resolving this
matter as quickly and efficiently as possible. Our records indicate that we
have received the documentation requested(dealer invoice and proof of purchase),
however, because you ordered the equipment directly from us, we will need to
issue a direct credit instead of a reimbursement check. We currently have the
credit set up but it has not processed due to the fact that the equipment was
requested to be returned to the warehouse. We would encourage you to give us a
call at ************** and reference your case # ******** at your earliest convenience
so we can assist you with getting this resolved. Or, let us know the best time of
day to reach you and we will get you in touch with the right person here at
Troy-Bilt to discuss this further. 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: 06/02/2025
I am rejecting this response because: Troy-Bilt expects me to send their defective garden tiller back to them at my expense. The tiller is sitting at ******* Repair Shop, their authorized repair location. They should arrange with him to have the tiller returned. It should not be my responsibility. They are not willing to issue a refund until they receive the tiller back. They can contact me anytime directly at ***** ******** to discuss this. We are now at nearly 3 months since it was purchased and I have no tiller and I’m still out nearly $4,000. Such a shame.

Business Response
Date: 06/04/2025
Good afternoon ****** ******,

Please let us know what the best time of day to reach you is and we will get
you in touch with the right person here at Troy-Bilt to discuss this in depth.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 06/05/2025
I am rejecting this response because:

Troy-Bilt can contact me directly at any time to discuss this. ***** ********
I’d like to understand when I am going to receive a refund. And when they will be arranging a return of the tiller from ******* Repair Shop, where it is currently sitting.

Business Response
Date: 06/12/2025
Good morning ****** ******,

We will have someone reach
out to you within 3-5 business days from 6/12/2025 to assist you with resolving
this matter. We understand your frustration 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:05/20/2025
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 this riding lawn mower last year. I contacted Craftsman as well as the Better Business Bureau. The battery did not work. After constant contacts, I was sent a battery. However, the battery was not the correct one. I contacted them again and again. No one ever responded to me. Now its another year and still no contact. I need a battery for the mower, that has been sitting in the garage in the way, while I use the 20 year old regular Craftsman mower. I purchased the riding mower because I thought the quality of my previous mower was great. I did not expect to get treated like this. I do have all of my email correspondence.KEEP IN MIND I HAVE TRIED TO GET IN TOUCH WITH CRAFTSMAN NUMEROUS TIMES AND NO ONE WOULD RESPOND. I DID NOT PAY OVER $1000 FOR A MACHINE THAT DOES NOT WORK.
Business Response
Date: 05/22/2025
Good afternoon Dr. ****** *****,

Were sorry to hear that you did not receive the answers you were looking for from our customer support team. Our records indicate that your email communication was sent to an unmonitored queue, which is why you did not receive a reply. Your equipment came equipped with a minimum 2-year manufacturing warranty, and we do stand behind our products and our warranties. Our authorized service dealers handle all of our warranty claims and adjustments and can work directly with our customer support to fix the problem. As long as one of our dealers says that this was a manufacturing defect and files a warranty claim, we are happy to cover the repair charges. Unfortunately, we are not able to reimburse or replace the equipment unless it is deemed unrepairable due to a manufacturer defect.

We want to assist you with resolving this matter as quickly and efficiently as possible. We have documented this internally, and would encourage you to give us a call at ************** at your earliest convenience. Please be ready to share your case number ******** once you are connected with one of our customer support advocates.

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

Sincerely,

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

Customer Answer
Date: 05/27/2025
I am rejecting this response because:
I have contacted the company. to talk to them. They seem to be missing information regarding my previous complaints. I am waiting for a response, since I was asked to contact them.
Business Response
Date: 05/30/2025
Good morning DR. ****** *****,

We would encourage you to schedule an appointment with one of our authorized service dealers to have your equipment evaluated under your manufacturer warranty. As we explained in our previous response, 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. You can find a location near you on our website: Store Locator. If you have any questions regarding warranty coverage, we would encourage you to refer to your warranty declaration page. We have updated your case number to include this updated response.

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

Sincerely,

MTD Products by ******* ***** & ******
Initial Complaint
Date:05/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a craftsman chainsaw from Lowe's in ********** **. on 17 February 2025 and it stopped working on 19 April 2025 after about 10 uses. I tried to take it back to the store and they told me that I needed to contact Craftsman. Needless to say, I have called Craftsman at least 7 times since 28 April 2025 and have been waiting to talk to a supervisor since my first phone call. I finally got to talk to a supervisor today. The supervisor told me to take it to an authorized service center to get it repaired and if it is a warranty issue they will reimburse me. The closest serviced center is 100 miles away from me and if it is not a warranty issue then I would be stuck paying the bill. Since I only had the chainsaw for two months and used about 10 times, I am looking to get a refund or store credit for my purchase.
Business Response
Date: 05/21/2025
Good afternoon ******* ******,

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. Your equipment came equipped with a
minimum 2-year manufacturing warranty, and we do stand behind our products and
our warranties. Our authorized service dealers handle all of our warranty
claims and adjustments and can work directly with our customer support to fix
the problem. As long as one of our dealers says that this was a manufacturing
defect and files a warranty claim, we are happy to cover the repair charges.
Unfortunately, we are not able to reimburse or replace the equipment unless it
is deemed unrepairable due to a manufacturer defect.

We understand that you do not have an authorized service dealer in your area
that is within a reasonable distance, which is why the support advocates and
the supervisor that you spoke with recommended having your equipment looked at
by a local out of network dealer of your choice. As long as the issue(s) is
determined to have been caused by a manufacturer defect we would reimburse you
for the parts and labor once we received proper documentation(paid invoice). If
you have any questions regarding warranty coverage, we would encourage you to
review your warranty declaration page.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 05/22/2025
I am rejecting this response because:

This is the same response that I got from them when I called. My point is that I had the chainsaw for two months and used it approximately 10 times. I could understand if I had it 6 months or more and used it a hundred times. The bottom line is I do not want it fixed; I want my money back. It should last longer than 2 months and 10 uses before it quits running.
Business Response
Date: 05/23/2025
Good afternoon ******* ******,

We understand that equipment issues can be frustrating, and we want to assist
you with resolving this matter as quickly and efficiently as possible. As we
explained in our previous response, we are not able to reimburse or replace
your equipment unless it has been deemed unrepairable due to a manufacturer
defect. You will need to have the equipment looked at by an out of network
dealer to determine the cause of failure. As long as they determine the issue
was caused by a manufacture defect, and can be repaired, we will reimburse you
for the parts and labor once we receive the proper documentation. If you have
any questions regarding warranty, we would encourage you to refer to your
warranty declarations page.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Initial Complaint
Date:05/13/2025
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 have been unable to get a warranty claim resolved. Craftsman warranty services tells me I need to have Lowes store call for an authorization number however Lowes is unable to reach anyone when calling. I've been to Lowes store multiple times and each time they call thru get transfered numeros times with no resolution.

CRAFTSMAN ***** ***** ******* ******* ******* Gas Backpack Leaf Blower
Item #******* |
Model #************
Serial #: *********** Claim number: ******** or ********
Business Response
Date: 05/20/2025
Good afternoon ****** *******,

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. We want to assist you with resolving this
matter as quickly and efficiently as possible. We can send you a replacement backpack
blower or reimburse you for the product. Please respond with how you would like
to proceed 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: 05/21/2025
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.
Preference is to be reimbursed for the product.

Thank you
Initial Complaint
Date:05/12/2025
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 bought one of your top-of-the-line push mowers in 2022. The main reason and focus why I purchased this Mower; one it had all wheel drive and second it was supposed to be one of the most dependable mowers around with guarantee No rust. I have made one claim since I have had this mower, the side peice spring broke and I noticed this year the back rubber sash on the rear by the discharge is not wanting to stay straight. I have tried to flatten it but it won't lay flat. When I was mowing about a month ago, I noticed Rust is starting to eat around the side discharge where their is becoming a hole. I called customer care, and I went throught the prompts to be caught in a loop for an Hour. I have tried Several times to call, just to be disppointed because no one answers. I have bought the extended warranty with the mower, I called the warranty company about the rust and the flap they told me to contact the manufactuer for this claim. So Now I have a warranty that I paid for that I can't get help with a Mower that is rusting, that is less than 3 years old, I cleaned the deck after each mow, I get compliments all the time when did I get the new mower because it so clean and the rear flap is currled up allowing things to come out the back when mowing.
Customer Answer
Date: 05/13/2025
Attached is a screenshot from Your website stating the deck will not rust. Troy-Bilt XP 21 in. 190cc GCV Series Honda Engine 3-in-1 Gas 4x4 Self Propelled Walk Behind Lawn Mower TB490 XP - The Home Depot
Business Response
Date: 05/15/2025
Good afternoon **** *****,

We’re sorry to hear that you’re
having trouble with your equipment, we understand that can be frustrating, and
we want to assist you with resolving this matter as quickly and efficiently as
possible. We have documented this under case # ********, and would encourage
you to give us a call at ************** and select the following prompts to
speak with one of our customer support advocates: 1-enter your zip code * * ** * *. Please stay on the line until you’re connected and be ready to share your
case #. We have currently entered our busy season and our average hold times
are averaging 7 minutes as of today 5/15/2025.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 05/20/2025
I am rejecting this response because: I called today and was told that my warranty has expired last month when I was trying to call several times never getting through the prompts. The lady said this is a defect with manufacturing. But is unable to help me since my warranty expired. I guess this is how things work now, Dont answer or take a phone call for a warrany due to an outage or what ever the reason may be, and when they do answer, the time frame is out of date.

Business Response
Date: 05/21/2025
Good afternoon **** *****,

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. Please let us know if you have any
questions or need further assistance. Our records indicate that the customer
support advocate that you spoke with on 5/20/2025 explained that your
manufacturer warranty had expired, and that you would need to go through your
extended warranty to have the equipment repaired. If you were referred to us by
the extended warranty company, it may be due to the fact that you were still
under the manufacturers warranty at the time. We apologize for any confusion or
inconvenience.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Initial Complaint
Date:05/10/2025
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 applied for financing and received a confirmation for a credit card. Wasn’t aware I was applying for a credit card.
I don’t want a credit card. I simply want to purchase the mower at the offered rate of 0% APR for 36 months of payments.
Seems I have to have the credit card to do so. So I continued to browse the site and found the mower I wanted and proceeded to purchase/checkout. A process which was very confusing and not at all user friendly. Upon submitting my purchase I received an email saying that I’d be charged for 60 months at a rate of 3.99% APR
Which is not the rate I’d selected.
I attempted to reach out to cub cadet and instead got an AI response. (Artificial intelligence bot) which was absolutely no help at all. I attempted to reach a representative through the websites help chat section and conveniently no one was available. I called a number I was able to source from the email and again no one was available to speak to me. I find it irrational and negligent that a company will conduct business on a weekend and sell people thousands of dollars of equipment and run financing and credit checks through automated machines and give people credit cards but when said customers need support or assistance or help of any kind they are no where to be found. They will take your money.Run your credit. Send you a credit card and confirm a purchase for an interest rate you never agreed to all in a matter of minutes but yet they have no one available to help said customers. I find it to be an unethical business practice and downright irresponsible.
Business Response
Date: 05/16/2025
Please disregard the previous response. This was sent to the incorrect complaint ID. Can you please send this complaint back to us so we can address it accordingly. My sincere apologies.

Thank you,

******
Business Response
Date: 05/20/2025
Good afternoon ******** ******,

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 you spoke with one of
our support advocates via Live Chat on 5/12/2025. After you explained the
situation, our support advocate tried to assist you with canceling the order
because there was an error with the financing when placing the order online.
The support advocate was able to cancel the extended warranty, however, the
order for the equipment was past a point that it could be cancelled, and that
you would need to contact TD Bank to assist you with adjusting the financing to the
0% APR for 36 months. This was communicated through email on 5/12/2025 under
case # ********.

Our online financing is through TD Bank N.A. Please contact TD
Bank at ************** for questions regarding your account. Unfortunately, we
do not have access to your TD Bank account. We apologize for the inconvenience,
and appreciate your understanding.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Initial Complaint
Date:05/09/2025
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.
We Got a cub cadet about a year ago, Serial number ***********, MODEL NUMBER **********, we also purchased a tube to catch the grass and send it to grass catcher. The grass, even when dry, is constantly getting jammed in the tube and not only that but the tube has ripped open at the top. And now it is tore open lower down. We use it properly. This is a very, it seems to us, defective piece of equipment. Right at this point we are using duct tape to hold it together.
Business Response
Date: 05/16/2025
Good afternoon ***** *********,

We’re sorry to hear that you’re
having trouble with your Cub Cadet equipment. Your equipment came equipped
with a minimum 3-year manufacturing warranty, and we do stand behind our
products and our warranties. Attachments come equipped with a minimum 1-year manufacturing
warranty. Our authorized service dealers handle all of our warranty claims and
adjustments and can work directly with our customer support to fix 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 you have
any questions regarding warranty coverage you can find the details outlined on
the warranty declaration page.

We have documented this under case # ********, and would encourage you to give
us a call at ************** and reference your case number once you are
connected with one of our customer support advocates.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Initial Complaint
Date:05/08/2025
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 2 May 2025, I ordered parts on ************ for my ****-Bilt mower. Immediately after placing the order I wanted to confirm I had the correct parts, especially since their site indicated there were 5 blade options for my mower model. I called their customer service and spoke with **** one of their ********* indicated two of the parts that I ordered should be changed, so he said he cancelled my online order and placed a new order for the correct parts. He also stated that he would finalize the transactions on 5 May when he returned to the office, and I would receive confirmation emails soon there after. On 7 May I checked my credit card balance online and discovered I was billed $70.88 for the online order and $66.04 for the new order. I called their customer service and was informed that the online incorrect parts were shipped anyway and if I didn't want them I could pay return shipment. Additionally, they would not refund the $70.88 until I returned the wrong parts. After the call, ******* indicated the package was due delivery on 12 May and it was ineligible to return to sender. Frankly, this company is completely unethical in the manner in which they neglected to resolve this issue. As a 46 year federal employee with the *** and Homeland Security, it's my opinion they should lose their business license based on an overall 1.5 star rating for customer service.
Business Response
Date: 05/13/2025
Good afternoon ***** ******,

Were sorry to hear that you had a negative experience with our company and that you did not receive the answers you were looking for from our customer support team initially. Our records indicate that you were credited in the full amount of $70.88 on 5/9/2025 and a copy of the credit memo was sent to the email address listed within this complaint. Please allow 1-3 business days for the credit to reflect upon your financial institution. If you need further assistance, we would encourage you to give us a call at ************** and reference your case #******** once youre connected with one of our customer support advocates.

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

Sincerely,

MTD Products by ******* ***** & ******
Initial Complaint
Date:05/07/2025
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 purchased 3 Troy Bilt 2800 psi power washers in the last 8 years. The pumps on them continue to split forcing me to either pay $200+ to fix them and all service places state to me it would be cheaper to buy another one instead of us fixing it. Each Power washer is well maintained, kept clean to the point where the paint is not even faded or chipped. I have several Troy built products, Tiller, weed trimmer so I am a loyal customer but continue to have issues with the pumps on the power washer with it splitting in the same spot. Their slogan is "Built to last Forever" well my definition of forever is not 1 to 2 years. I have called their customer service and first had to have a case number, ********, explained my complaint and got transferred, that person then transferred me to another person, who then transferred me to the Power Washer division that does not exist. The number they gave me is ************ that is a recording about service and warranty then hangs up on you. I would like to have this complete pump replaced or the product replaced. I should not have to buy one every few years as the are used for only my deck, sidewalk and vehicle and only used by me never loaned out. The product is a 2800 Max PSI 2.3 Max GPM power washer I believe this is the model number *** ****** *** ****** * **********. No one at their customer service seems to be able to help they just keep transferring me to another person who does not know anything then gives me a number that is useless. Back your slogin of Built To Last Forever !
Business Response
Date: 05/08/2025
Good morning ****** *********,

Thanks
for bringing this to our attention. We apologize your pressure washer isn’t
performing like it should. We want to make sure you find a solution ASAP, so
please take the following steps:
-Contact
the Briggs & Stratton Engine Company’s Support Center at ****** ******** (our pressure
washer/generators, minus the FLEX System, are manufactured by Briggs &
Stratton). They are best suited to answer your questions regarding service,
warranty, technical support and replacement parts. You can also visit their
website — **********************

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

Sincerely,

MTD Products by Stanley
Black & Decker
Business Response
Date: 05/08/2025
Good morning ****** *********,

Thanks
for bringing this to our attention. We apologize your pressure washer isn’t
performing like it should. We want to make sure you find a solution ASAP, so
please take the following steps:
-Contact
the Briggs & Stratton Engine Company’s Support Center at ****** ******** (our pressure
washer/generators, minus the FLEX System, are manufactured by Briggs &
Stratton). They are best suited to answer your questions regarding service,
warranty, technical support and replacement parts. You can also visit their
website — **********************

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

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 05/12/2025
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.
If I am not able to resolve this I will reopen a case against them.
***
Customer Answer
Date: 05/23/2025
The phone number given is just recordings and you are not able to speak to anyone. This is the same that I got when I got the run around that caused me to file the complaint. This is terrible business for a loyal Troy **** customer.
Business Response
Date: 05/27/2025
Good afternoon ****** *********,

We apologize for any confusion, we do not manufacture the pressure washers or generators, ****** & ******** do. It looks like you will need to contact your local authorized service dealer if you are in need of repair, warranty service, or technical support. You can find a local authorized service dealer on by visiting Dealer Locator | ****** & ********.

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

Sincerely,

MTD Products by ******* ***** & ******
Customer Answer
Date: 05/29/2025
I am rejecting this response because:

That is ok I will cease from buying anything with **** Bilt or ****** and ******** on it and will become an advocate to prevent others from making the same mistake. I understand I am one person but sometimes that is all it takes. This is a horrible business practice to not intervene on behalf of a customer who has your **********************, for now, and has purchased the same item 3 time for over $1000 per the agent who you recommend to fix it or warranty it as it will cost as much as a new one to fix it. Remeber you nane is on it and this is a reflection of you company.

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