Complaints

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

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• 

  MTD Products, Inc.

  5965 Grafton Rd Valley City, OH 44280-9329

• 

  Cub Cadet

  PO Box 731 Mahwah, NJ 07430-0731

• 

  Craftsman

  701 E Joppa Road Towson,Maryland 21286 Towson, MD 21286

• 

  MTD Products

  5484 Highway 145 South Verona, MS 38879

• 

  MTD Products

  6978 E. Century Park Dr. Tucson, AZ 85756

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:03/17/2024

  Type:Sales and Advertising 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.

  MTD Products Inc. falsely advertises a discount in form of a cashback rebate on purchases made through affiliate links posted on affiliate partner’s website under the MTD Products logo. MTD Products partners with BeFrugal (and other affiliates) for the purpose of attracting customers by providing an affiliate link for purchasing products and promises BeFrugal sales commission for purchases made using the affiliate link. A portion of the sales commission is promised to a customer as a cashback rebate.
  
  I purchased a chipper/shredder/ vacuum using the MTD Products affiliate link posted on their affiliate’s website. Despite satisfying all the requirements for the cashback program, MTD Product denied the sales commission to BeFrugal without an explanation. As a result, I did not receive the cashback rebate MTD Products advertises on their affiliate partner’s website. This is unfair and deceptive advertisement of the cashback rebate and the final cost of the product.

  Business Response

  Date: 03/26/2024

  Good Afternoon **** *************, 
  
  We apologize for any confusion. We do work with BeFrugal through our affiliate program. After looking into this, our records indicate that you did place an order and received 10% off of the order with a coupon code at checkout. It looks like you did visit BeFrugal on your path to purchase, but ultimately clicked on Slickdeals last before placing your order. Therefore Slickdeals received the credit for the sale and the 6% cashback was paid via Slickdeals instead of BeFrugal. The cashback was not denied by MTD Products, it was indeed paid but to a different affiliate. We would encourage you to contact Slickdeals by visiting ***********************, and submitting a request with their help center to assist you with resolving your issue. 
  
  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: 04/03/2024

   I am rejecting this response because:
  
  
  Hi,

  
  Thank you for your reply. I do not have and never had an active cashback rewards account on **************. I never received any cashback through ************** for purchases from MTD Parts or any other store. The attached screenshot shows no lifetime activity on Slickdeals cashback program. Moreover, it is not possible to claim cashback for this purchase on ************** because MTD Parts store does not participate in the cashback rewards program with **************. MTD Parts is not on the list of participating retailers.

  
  The use of 10% off coupon for the first purchase is allowed together with cashback per terms posted on BeFrugal, because the coupon is posted on BeFrugal. Please see attached screenshot.

  
  ************** has nothing to do with this purchase. Please honor the final price and the cashback rebate you advertise through your affiliate BeFrugal and either pay BeFrugal proper affiliate commission or issue 4.3% cashback for this purchase. I clicked through BeFrugal to make this purchase. The click through affiliate link on BeFrugal was recorded at 7:30 pm on 11/24/23. I received the order confirmation email at 7:34 pm. It took me 4 minutes to fill in the payment information.

  
  Thank you.

  
  ****.

  
  

  Business Response

  Date: 04/10/2024

  Good Afternoon **** *************,
  
  We apologize for the continued delay in response, as well as for any frustration or inconvenience. Our affilaite agency is currently looking into this matter to help you resolve the issue as quickly as possible. Once our affiliate agency has found resolution, we will reach out to you directly via phone and email. This can take a little longer than expected, as they are reaching out to various sites such as BeFrugal and Slickdeals for support in regard to this matter. We appreciate your continued patience as we are working hard to find resolution. 
  
  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: 05/14/2024

  Hi,

  You closed the complaint because the merchant promised to follow up with me. It has been more than 30 days. I have not heard back from either merchant or other parties merchant promised to contact.

  Please re-open the complaint and ask the merchant to follow up.

  Thank you.

  **** *************.

  Business Response

  Date: 05/20/2024

  Good Afternoon **** *************,
  
  We apologize for the delay in response. Our affiliate agency reached out
  to Pepperjam, which is the platform that tracks all affiliate sales, and were
  not able to pinpoint where the rebate was applied. We have issued a
  reimbursement check in the amount of $30.92, which will be mailed out on
  5/22/2024. Please allow 5-7 business days to receive the check via USPS. We
  apologize for the inconvenience, and appreciate your patience.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer Answer

  Date: 05/28/2024

  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 want to thank MTD Parts for all the efforts and great lengths they went to resolve this issue. Thank you!

• Initial Complaint

  Date:03/15/2024

  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.

  Bought a product that was missing items which i disovered upon receipt/delivery of item. Called snd chatted with the cpmany’s customer service with little to no help. On phone with them for almost 2 hours and still holding waiting for an agent. Bought a zero turn mower ZT1-50 ultima. Model #*********** and serial number *********** with date of manufactuer 11/2023. The mower was missing all the items that a packaged in the bag under the seat. Customer service did NOT know the parts numbers of those. Asked her to call up shipping department or whoever st their company ships the item to find out and send it to me but unfortunatelly that was a rocket scientist type request and simply put me on hold again for an hour to speak to s level 2 agent. I guess its normal policy to keep customers on hold for very long time hoping they go away and they wont have to honor their warranty related requests. Such an easy issue to fix without aggrevating and further alienating existing and future customers. Casked 3-15-24 at around 2:10pm ************. I am forced to file a complaint because they will not honor their warranty. Case number given to me by Cub Cadet is ********. Please ship missing items of the product or take the product back and give a full refund. I leave it up to you.

  Business Response

  Date: 03/21/2024

  Good Afternoon ****** ******, 
  
  We're sorry to hear that you had a negative experience with our customer support team. We have currently entered out busy season, and our call and chat volume is higher than usual. Our records indicate that your issue was resolved on 3/15/2024. Based on the chat transcript, it appears our chat support advocate was able to successfully identify the missing parts needed, and included them in the notes field under your case # ********. Once you were connected with our phone support advocate, a no charge order was successfully completed for the missing parts and manuals. 
  
  If you have any additional issues, feel free to contact us at **************, and reference your case number. 
  
  Sincerely, 
  
  MTD Products by Stanley Black & Decker

  Customer Answer

  Date: 03/22/2024

  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. Assuming i will receive the items in discussed. As of today march 22nd still have not received. 

• Initial Complaint

  Date:03/05/2024

  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.

  My chainsaw leaks gas. I searched online for parts and discovered there is recall for my chainsaw leaking gas and is a potential fire hazard. When I called they declined to replace unit. The representative said no, mine is leaking bar oil and I told him "No, It's leaking gas" because I can smell it. I do not want money, I simply want a chainsaw that doesn't leak gas.

  Business Response

  Date: 03/13/2024

  Good Afternoon ***** *********,
  
  We apologize you’re experiencing trouble with your Chainsaw, and that you had a negative experience with our customer support team. We were not able to find any documented communication with you in our records under your name, phone number, or email address. Chainsaws included in this recall have model numbers RM4214, RM4218 and RM4620 and serial numbers *********** through ***********; and were manufactured between November 15, 2015 and June 7, 2016. Based on the serial number provided with your BBB complaint ***********, your model was manufactured on 7/06/2015 and is not impacted by the recall. 
  
  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: 03/14/2024

   I am rejecting this response because:
  My chainsaw is the same one pictured here, with model #RM4620 and it leaks gas as per the description of the recall.  See the attached file. The model # is the same, it looks the same and IT LEAKS GAS per the same description. Your company needs to replace/fix this terrible chainsaw.
  
  

  Business Response

  Date: 03/19/2024

  
  Good Afternoon ***** *********,
  
  We apologize for any confusion with our previous response to your BBB complaint. As we stated in our previous response, "Chainsaws included in this recall have model numbers RM4214, RM4218 and RM4620 and serial numbers *********** through ***********; and were manufactured between November 15, 2015 and June 7, 2016. Based on the serial number provided with your BBB complaint ***********, your model was manufactured on 7/06/2015 and is not impacted by the recall. " If you are having issues with your chainsaw, we would encourage you to schedule an appointment with an authorized service dealer to have it evaluated, or give us a call at 1-*********** and reference your case # ********* once you are connected with one of our support advocates. The following is the complete description of the product recall:
  
  This recall involves Remington-branded chainsaws powered by a two-cycle gasoline engine ranging in size from 42cc to 46cc and with either a 14 inch, 18-inch or 20-inch bar. The chainsaw’s housing is orange and black and Remington is printed on the side of the unit and on the bar. Chainsaws included in this recall have model numbers RM4214, RM4218 and RM4620 and serial numbers *********** through ***********; and were manufactured between November 15, 2015 and June 7, 2016. Model and serial numbers and the manufacture date are located on a white label above the rear handle. The second through fifth characters of the serial number identify the manufacturing date. The second character is the month with A= January, B= February, C = March, etc. The third and fourth characters are the day of the month.  The fifth character is the last digit of the year of manufacture (e.g. C286= March 28, 2016). 
  
  Please let us know if you have any questions or need further assistance. 
  
  Sincerely, 
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  Date:02/28/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 2/19/2024 i placed an order for a lawn mower as well as some accessories for it. they are shipped seperate shippmnets and one of the shipments has not moved since 2/22/2024 and when i call Cub Cadet they will not help me see whaer or what is going on. they told me to call *** so i did and the said call **** because they handed it over to them so i did that and they said i need to call Cub Cadet again so i did and spoke the the same lady and she was very rude and said and i quote (YOURE JUST GONNA HAVE TO WAIT LIKE I TOLD YOU EARILER) IN A VERY RUDE TONE. i have spent $2800 and the refuse to help me

  Business Response

  Date: 03/08/2024

  Good Afternoon *************************, 
  
  We apologize for the delay in response, and for the negative experience you had with our customer support team. Our records indicate that your order was delivered on Wednesday 3/6/2024 at 11:09 AM and left at your door/front porch. Your tracking number is **************************, and can be tracked at www.usps.com/. 
  
  If you have any additional issues, feel free to contact us at **************. Please reference your case number 09430134.
  
  Sincerely, 
  
  MTD Products by ************************* & ******

• Initial Complaint

  Date:02/17/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered parts to repair my snowblower. Since the parts were large, there were 2 separate boxes. I only received 1. After several calls to both the shipper and MTD, I never received my lost delivery nor my refund for the lost parts, approximately $180.
  
  They claimed I would, but I never got it. After, literally, a dozen calls all with extensive hold times, I’m done. Horrible customer service.

  Business Response

  Date: 02/22/2024

  Good Afternoon ***** *********, 
  
  We're very sorry to hear that you have not received the answers you were looking for from our customer support team. And, thanks for bringing this to our attention. Our records indicate that part of your order was lost in shipment. We have issued a refund in the amount of $179.77 today 2/22/2024, and you will receive email confirmation shortly. It can take up to 7-14 business days to receive the refunded amount, and we apologize for any inconvenience this may have caused you. 
  
  
  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: 02/29/2024

  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 have received my refund, thank you!

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a craftsman snowblower from Lowes back in January of 2022.
  Craftsman has a three warranty on this item. I used the item maybe 6 to 7 times since the purchase date for approximately 20 minutes each time. Then during a snowstorm the unit hit a screen that was under fresh snow. The unit then would not throw snow after that. So i looked at it and could see while it was running it was a gear box assembly issue. So I called craftsman and the gave me a claim number which is ******** and told me where there was authorized repair shop. So i took it there and mind you i have never repair or changed anything on the unit. (there is still a tag hanging on the unit for the from purchasing it). The repair shop called me and said the wrong shear pins had been installed in the unit which had to be done during manufacturing or assembly of the unit. So they called MTD and asked them about it and told them the case. MTD said that they would not cover it even though someone in there company had installed the incorrect parts and that was the final word. So i called and spoke to a technician and he said if that was the decision before that is what it was. This is upsetting because i did nothing wrong and not i am out my $1000 dollars or have to cover a repair on a brand new machine mainly because of someone in their company. I would like it fixed and some compensation for all my time taken to get this complete. I own a power washing company, do my own lawncare, and fix things around my house using craftsman tools.

  Business Response

  Date: 02/29/2024

  Good Afternoon ****** *******, 
  
  We're sorry to hear that you have not received the answers you were looking for from our customer support team. We do stand behind our products and our warranties. Our records indicate that one of our technical support supervisors reached out to you via phone as well as sent an email today 2/29/2024. We would encourage you to give us a call back at 1-************ and reference your case # ********, or respond via email at your earliest convenience. 
  
  Please let us know if you have any questions or need further assistance. 
  
  Sincerely, 
  
  MTD Products by Stanley Black & Decker

  Customer Answer

  Date: 03/04/2024

   I am rejecting this response because: This is a assembly issue by the manufacturer and they are not willing to fix it. 
  
  
  
  

  Business Response

  Date: 03/14/2024

  Good Afternoon ****** *******,
  
  We're sorry to hear that you have not received the answers you were looking for after speaking with one of our customer support supervisors. After reviewing all elements of the scenario, and wanting to assist you with reaching a resolution with this issue, we can send you the gearbox assembly and a set of replacement shear pins at no charge. You would be responsible for the cost of labor for the instillation of the parts at one of our authorized service dealers. If you would like to move forward with this offer, we would encourage you to give us a call at 1-************ and reference 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 
  
  

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Cub Cadet 3X 34" MAX™ H IntelliPOWER® EFI Snow Blower in September 14, 2022.
  
  I used it five times that winter (22/23) and it broke or did not operate 3 out of those five times.
  
  I paid $3559.24 for the snowblower brand new.
  
  It cost me $50 each time to transport it back to the dealer for repairs.
  
  I wrote a negative review on Cub Cadet’s site in November of 2023 which prompted them to reply to please contact them to resolve.
  
  I spoke to a rep who told me I had to get it back to the dealer for a refund from Cub Cadet.
  
  I had it transported BACK to the dealer.
  
  Dealer had to call Cub Cadet for the refund and was told a completely different story.
  
  I contacted Cub Cadet customer service again and they completely changed their tone. No refund was possible. Spoke to Supervisor. “They won’t issue a refund just because I don’t like what I purchased”. I felt like they were blaming me.
  
  Had no choice but to ask dealer to deliver snow blower back to me.
  
  The day it was delivered back I tried to start it. It will not start at all and is leaking gas (which was not an issue before).
  
  Called back customer service.
  
  Was told again absolutely no refund was possible.
  Spoke to 3 different reps plus Supervisor plus Supervisors Supervisor. Told: “They don’t use the word ‘lemon’” when I used the word “lemon”.
  
  Supervisor said I needed to get it back to the dealer for there to be any chance of anything being done but could not guarantee anything could be done.
  
  I explained that I just had it at the dealer.
  
  Also through this process found out even though I purchased it in September of 2022, it was actually a 2020 model. This was never disclosed.
  
  Also, after my review in November 2023, which was the first review for this product, within a few weeks two anonymous 5 star reviews went up for the product.
  
  I am seeking a full refund.

  Business Response

  Date: 02/06/2024

  Good
  Afternoon ***** ********,
  
  We're
  sorry to hear you haven't been satisfied with your Cub Cadet equipment, and
  that you had a negative experience with our customer support team. Your
  equipment comes equipped with a minimum 3-year manufacturing warranty that
  covers defects in workmanship and materials, and we do stand behind our
  products and our warranties.
  
  As of
  12/5/2023, our records indicate that you have had the machine evaluated by an
  authorized service dealer, who determined that there is currently no defect
  with your equipment, and that it is functioning properly. In order for a
  reimbursement to be issued, the authorized service dealer would need to
  determine that the equipment was unrepairable or not cost effective. If you
  disagree with the assessment of the dealer, you always have the option to take
  the machine to another service center for a second opinion.
  
  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:01/12/2024

  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.

  On November 26th, 2018, I purchased what was advertised as a "snow blower" manufactured by Cub Cadet from ************ located in *********, **. At the time of acquisition, the unit was not demonstrated to be functional. After getting home, I discovered that a number of the advertised features did not work, however, at the time, it functioned as a snow blower. The non functioning features include power steering, hand warmers, and the lights. In July of 2019, Tractor Town was finally able to pick up the snow blower to fix these issues under warranty. It was returned to me with functional hand warmers and lights; power steering still did not function correctly nor did the lights or the hand warmers per Cub Cadet's user manual and advertisements on their website. The "snow blower" has been services multiple times since then as every year, it fails to function.On January 9th, ****, the gear that drives the right track shattered while clearing snow. On January 12th, ****, the left track broke inexplicably while clearing snow. Both instances occurred while clearing snow in a public street. While attempting to remove the now paperweight from the street for the purposes of public safety, the right handle broke.Upon calling Cub Cadet, they rudely explained that the best they could do is get me to a service center and transferred me to an automated system without allowing me a rebuttal.At minimum, this is fraud, false advertising, and planned obsolescence.

  Business Response

  Date: 01/25/2024

  Good Afternoon ***********************, 
  
  We apologize for the delay in response. We're sorry to hear you haven't been satisfied with your Cub Cadet equipment. We do take our customers' opinions very seriously and the feedback we receive helps us build better products. This case has been documented internally, and we would encourage you to give us a call at ************** and request to speak with a supervisor. Please reference your case # ******** once you are connected with one of our support advocates. 
  
  Let us know if you have any additional concerns or questions. 
  
  Sincerely, 
  
  MTD Products by ************************* & Decker 

  Customer Answer

  Date: 01/26/2024

   I am rejecting this response because:
  
  Wow, that was 30 minutes wasted. I did as instructed and there were no supervisors available. I was then forwarded to another department where I was refused a supervisor, the representative that I spoke with kept cutting me off and was very condescending in telling me that there was only one problem with my machine that was worked on and fixed. In reality, there were multiple problems with my machine, one of which was fixed, and then the machine was returned to me with the remainder of the issues left unrepaired, but she wouldn't let me explain that to her. She also wouldn't let me explain that her timeline was off by a full year, nor would she allow me to explain that given it took 6 months to get that unit even into the service center and even after that, it wasn't fixed, why would I bother to continue to send it in for repair. It's no wonder that business is no longer in business. She then continued to berate me that it is my responsibility to maintain the unit during and after the warranty. You mean like pumping the gas out every year and running TruFuel through it like I was instructed by Cub Cadet? Or changing the oil every year despite it not being necessary? That type of maintenance? So far, 100% of the people I've talked to at Cub Cadet have a very specific attitude, condescending and rude.  I guess I'm just going to switch brands. I can't trust a brand that puts composite materials on some of the most crucial pieces of their machine, that's basically planned obsolescence. I can't trust a brand that will audibly laugh at me when their machine breaks down to the point of being a multiple hundred pound paperweight in the middle of a blizzard.  The level of service I've received from Cub Cadet and its partners from the very second they received my money has been absolutely terrible. I would've been better off burning that money, maybe that would've melted a portion of the snow which would've yielded better results than this snow blower has for the entire year so far.

  Business Response

  Date: 02/01/2024

  Good Afternoon ***********************,
  
  We're sorry to hear that you had a negative experience with our customer support team. Your machine comes with a 3-year manufacturer warranty that covers defects in workmanship and materials, which is determined by one of our authorized service dealers after evaluating the equipment. Our records indicate that the last time you had the equipment at a service dealer for warranty repair was back in 2019, where the electric starter was replaced and covered under warranty.
  
  We would encourage you to have the equipment looked at by one of our authorized service dealers. If they determine that the issues you are experiencing with your equipment were caused by a manfacturer defect, we can assist in covering the parts and/or labor. 
  
  If you have any additional issues, feel free to contact us at **************. Please reference your case number 09371990.
  
  Sincerely, 
  
  MTD Products by ************************* & Decker 

  Customer Answer

  Date: 02/03/2024

   I am rejecting this response because:
  
  ************************* & ******/MTD/Cub Cadet clearly doesn't listen, they also don't let you talk, and they don't stand behind their products. After seeing the catastrophic failure of their product first hand and being told by their own representative that their "equipment is only expected to work for 3 years", and speaking with the manager of one of their service centers who confirmed that the machines are designed to fail. I have learned my ****** and know what brands to avoid and will be happy to share that information with everyone I speak to on the subject of lawn equipment.

  Just one last note. It's awesome that I keep being told to go to a service center because, had I done that every year that it was covered by warranty, I would've had it in my possession less than 18 months. And now I understand why. They're designed to fail so the service centers always have 6+ months long backlog.

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Cub Cadet XT1-LT42B from Tractor Supply in *******, IN, on 5/14/23. On 9/30/23, a wire caught fire. I called the Tractor Supply store and was told it was beyond the 30 day return period. I called Cub Cadet and was told I had to contact Tractor Supply. Tractor Supply HQ told me to take it up with Cub Cadet. After a month of being jacked around, Cub Cadet said I needed to take it to an authorized service center and that I would have to pay for pickup and delivery. I contacted Hopf Outdoor Power, an "Elite Dealer" listed on the Cub Cadet web site. They picked it up on 10/9/23 and informed me on 10/10/23 that the wiring harness was on back order with no ETA of when it would be available. Cub Cadet confirmed that it was on back order and did not know when it would be in. On 11/29/23, Cub Cadet still did not have the part and suggested any warranty claims would have to be taken up with their Warranty Department. Oddly, they did not have a phone number for that department but suggested Hopf would have it. On 12/1/23, Cub Cadet said the part was supposed to be in by 12/27/23, and if it wasn't, I could initiate a "buy back". Hopf said they could not handle that, so I contacted Tractor Supply HQ and was informed I had to initiate that at the store where I bought it. The Tractor Supply in ******* said I had to get the mower to the store. Hopf would not deliver it to *******, so I had to make arrangements to get it from ****** to *******. On 12/29/23, Tractor Supply in ******* took possession, but they could not do anything because the manager was on vacation, due to return on 1/3/24. After hearing nothing, I called the store on 1/9/24. The manager was off doing inventory. The assistant manager said some other repair facility had to look at it but had no plans of picking it up until "next week." So, for 5 months now, I've been making payments on a broken mower no longer in my possession. I'm incredibly frustrated. They should just issue a refund immediately.

  Business Response

  Date: 01/24/2024

  Good Afternoon ** ********, 
  
  We apologize for the delay in response. We would like to help you resolve this issue. Based on our records, it looks like one of our support advocates reached out to you via phone twice on 1/17/2024, and once on 1/22/2024 and again on 1/23/2024. We also sent an email on 1/22/2024. At this time our records show that reaching you on the phone or through email correspondance has been unsuccessful. We would encourage you to give us a call at 1-************ and reference your case # ********* at your earliest convenience so we can assist you further. 
  
  If you have any additional issues, please let us know. 
  
  Sincerely, 
  
  MTD Products by Stanley Black & Decker 
  
  

  Business Response

  Date: 01/24/2024

  Good Afternoon ** ********, 
  
  We apologize for the delay in response. We would like to help you resolve this issue. Based on our records, it looks like one of our support advocates reached out to you via phone twice on 1/17/2024, and once on 1/22/2024 and again on 1/23/2024. We also sent an email on 1/22/2024. At this time our records show that reaching you on the phone or through email correspondance has been unsuccessful. We would encourage you to give us a call at 1-************ and reference your case # ******** at your earliest convenience so we can assist you further. 
  
  If you have any additional issues, please let us know. 
  
  Sincerely, 
  
  MTD Products by Stanley Black & Decker 
  
  

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order Friday January 4th. My order number is M1393444P1. I paid for next day shipping which was *****. On the website it shows the part was in stock. I checked my order status today to see if it was shipping and it said shipping status was null. I called customer service and he assured me it would ship today. It was only after I stressed 3 times how important this part shipping today was. He went and checked and said the part was on back order. So I paid for expedited shipping when the company knew the part was not in stock. This is false advertising and I was tricked into thinking I could get the part next day. After I asked to cancel the agent told me that he couldnt and I would have to call a cancellation number I sat on hold for an hour and nobody answered. If I would have known this would happen I wouldnt even placed the order. Now Im out money and wont be able to complete my project because this company lied.

  Business Response

  Date: 01/16/2024

  Good Afternoon *******************************, 
  
  We apologize for the delay in response, and thank you for bringing this to our attention. Based on our records, it looks like your order was delivered on Tuesday, 01/09/2024 at 11:55 A.M. by **** We would like to reimburse you for the total amount of shipping and handling for your inconvenience. Please give us a call at ************** at your earliest convenience, and reference your case # ******** once you are connected with one of our support advocates. 
  
  Please let us know if you experience any additional issues. 
  
  Sincerely, 
  
  MTD Products by ************************* & Decker