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

• 

  Craftsman

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

• 

  MTD Products

  PO Box 2120 Tupelo, MS 38803

• 

  MTD Products

  5484 Highway 145 South Verona, MS 38879

• 

  Cub Cadet

  PO Box 731 Mahwah, NJ 07430-0731

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:01/10/2024

  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 purchased a ****** from the Troybilt online site. This item comes with a 2 year warranty. After the 2023 Spring cleanup, it stopped working. I reviewed the warranty service instructions on the website and it said to contact a local service that deals with Troybilt warranties. I did. They said it was not worth repairing as it would cost as much as buying a new one. I then contacted Troybilt direct and the lady told me that the warranty only covers manufacturing flaws. She further told me that, quote: "if it worked the day you received it, then it is not considered a manufacturing flaw". IMO opinion, this is not a warranty at all. The warranty is total false advertising in my opinion. I would not have purchased it had I known they would not support their products. These very important details should be in bold on their warranty. I want MTD / Troybilt to make good on their product and replace my item. Thank you

  Business Response

  Date: 01/16/2024

  Good Afternoon ***** ******, 
  
  We apologize for the delay in response, and thank you for bringing this to our attention. Your product does come equipped with a 2-year manufacturer warranty that covers defects in workmanship and materials. The details of the warranty can be found in your operators manual. We do not show any previous communication between you and our company documented in regard to the issue you have experienced. We would be happy to send out a replacement product at no charge. 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 have any additional issues.
  
  Sincerely, 
  
  MTD Products by Stanley Black & Decker

  Customer Answer

  Date: 01/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I spoke with the Company on 1/19 and they honored the warranty of my product. I am very satisfied with the result.

  Thank you to the BBB for helping with this situation.

  ***** *
  

• Initial Complaint

  Date:01/04/2024

  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.

  Before I begin, here are all the pertinent details:
  
  Cub Cadet Case Number: ********
  Tracking number: ********
  Tracking website: **************************************
  Photos of snowblower being shipped in crate are attached below.
  
  Good morning, I am reaching out here because I am not getting anywhere with the customer service department on a snow blower that I have returned. The case number for this item is ********. I bought a tracked snowblower for $2,500 and set up a return authorization a few days later. I did not put fuel or start it which is part of the return conditions. The item arrived at the factory in Willard on 12/5/2023. It cost me $1,200 to ship it in a crate (I have the pics and receipt) because I couldn’t find a store locally to take it.
  
  What concerns me is that when I spoke to the customer service representative the case had been closed. She then reopened the case. I just want the $2,500 refund to be processed and that is all. It has been in the factory in Willard for 30 days and there hasn’t been any action or progress. The only notes they have from the return department is that it arrived. It seems like it has been misplaced and there isn’t any urgency involved in resolving this issue. I am out $3,700 because of this (including the return shipping which I know is part of the cost of the return) and just want my initial $2,500 purchase of the snowblower refunded.
  
  Thank you and please reach out so we can get this resolved. Have a great day.

  Business Response

  Date: 01/08/2024

  Good Afternoon *** *****, 
  
  We apologize for the delay in response. It looks like we have received confirmation that the Snow Thrower was returned to our warehouse on 1/04/2024. A credit memo has been issued in the amount of $2,408.52. Please allow 7-14 business days for the credit to be applied. 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: 01/10/2024

  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. Thank you for getting on top of this so quickly. Just a heads up though that the item arrived on December 5th and not January 4th. Thank you and have a great day. 

• Initial Complaint

  Date:12/29/2023

  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 new battery mower (model #***********) from Home Depot on 3/10/23. Once I got home and charged the battery, the mower would not start. I read manuals and checked online to no avail. I noticed that there was no cover on the grass exhaust chute and I purchased online, received, and installed one as there was a safety switch where the chute should have been, which could have prevented the mower from starting. After putting the cover on, the mow still would not start. I called customer support and they sent me a list of service centers. The closest service center was 50 miles away from me. We loaded it on a truck and took it to the certified dealer along with proof of purchase on 4/5/23. The local service techs have had problems diagnosing the problem along with the Cub Cadets office techs and they have tried several different things, as I have spoken to the techs. When I call the toll-free number for customer service, I am told to call the repair personnel at the local service. So far, I am getting nowhere but more non-use of my purchase. I have had a new mower for nearly 10 months and have not even started it yet and it has not been in my possession for nearly 9 months. I have already missed the grass-cutting season this year.
  I mailed a certified letter with this problem with dates, receipts, and contact info for me and the repair shop that has my mower. Cub Cadet signed for and received my letter on 10/16/23 and has not responded as of this writing. It is not an unreasonable expectation to be able to use a new mower when you purchase it, however not having use of the mower 10 months after the purchase is pushing the limits of patience. Please help in this matter.

  Customer Answer

  Date: 12/29/2023

  Added copy of certified letter receipt with date and signature of recipient.

  Business Response

  Date: 01/10/2024

  Good Afternoon ***** *****, 
  
  We apologize for the delay in response, and the inconvenience. Our team has reviewed your complaint, and has decided to reimburse you for the total cost of the product. Please allow 7-14 business days for the reimbursement to be processed and distributed. 
  
  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: 01/10/2024

   I am rejecting this response because:
  I paid for a product with expectations to use immediately in March, 2023 but it did not work,  I took it to the authorized repair facility per the email from Cub Cadet.  The closest repair facility was 50 miles away and I did take to there in April, 2023.   The repair facility has tried to repair and the company kept sending parts to the repair facility for them try to no avail.  Every time that I called the company, I was referred back to the repair facility.  Communication is very difficult as only one phone number and no email addresses appear on their website.  I finally found a corporate address and sent certified letter regarding the situation. The letter was signed as received by Cub Cadet on 10/16/23, however no one reached out to me.  Once I filed a complaint with the BBB then they reached out when they have had a year and ample time to correct the situation but failed to do so.  They have had the machine for almost a year with no success, they did not try to make it good and kept me in limbo as to whether I could move on find a new lawn solution of my own.  I had to take this paid for mower 50 miles away and leave it and not getting any response from the company until BBB notified and all they want to give me a refund and walk away even thought I obviously had other expenses regarding the mower..   They did not offer a replacement as the warranty states as one of their two options of repair or replace.   We will choose to litigate in this matter.
  

  Business Response

  Date: 01/18/2024

  Good Afternoon ***** *****, 
  
  We apologize to hear that you're not satisfied with our resolution. Based on the notes under your case # ********, one of our supervisors reached out to you directly and communicated that full reimbursement would be the best course of action under the circumstances in regard to the issue you have been experiencing since purchasing the product in March of 2023. Unfortunately, our warranty states that “under no
  circumstances shall reimbursement be greater than the amount originally paid
  for the machine”. 
  
  If you would like to discuss this further, we would encourage you yo give us a call at 1-************, and reference your case # ********.
  
  Sincerely, 
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  Date:12/05/2023

  Type:Customer Service 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 purchased a Troy Bilt leaf vac and the first time I attempted to use it, one of the wheels started to come off and the bag is not able to be put on correctly because one of the pieces that should have been welded was not secure and it is unable to hold the bag. I contacted Troy Bilt and they refuse to send me a new machine. They stated that I have to travel over an hour away to bring this defective leaf vac to a certified repair business. When I insisted on being compensated, I was told that they would discount 10% off of the machine. I do not want $80.00 discount on a machine that arrived broken. The machine that I was sent cannot be sent back to Troy Bilt because gasoline was put into the engine to start the machine. I do not want a repair done to this machine, I paid for a brand new Troy Bilt leaf vac in good faith. I expect to have a brand new leaf vac delivered to my home. I want to be compensated for my time and expenses to return this defective product to their dealer which, as I stated, is an hour away from my home. I am expected to be thoroughly inconvenienced on a day off from my job, to drive three hours which is completely unreasonable and just plain terrible business/customer service practice. At this point today, I have spent over three hours on the phone and on hold with this company and have no reasonable resolution. I want a new machine delivered and I want Troy Bilt to pick up the defective machine that was delivered to my home. This is what any reasonable and reputable business should do. Sincerely, ***** ********

  Business Response

  Date: 12/15/2023

  Good Afternoon ******* ********* 
  
  We apologize for the delay in response. We have placed a no charge order today 12/15/2023, and you will receive your replacement model *********** within the next 7-10 business days. 
  
  If you have any additional issues, feel free to contact us at **************. Please reference your case number XXXXXXX.
  
  Sincerely, 
  
  MTD Products by Stanley Black & Decker 
  
  

  Business Response

  Date: 12/15/2023

  Good Afternoon ******* ********, 
  
  We apologize for the delay in response. We have placed a no charge order today 12/15/2023, and you will receive your replacement model *********** within the next 7-10 business days. 
  
  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: 12/19/2023

  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:11/27/2023

  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 ordered a Troy bilt leaf vacuum shredder a month ago. It came, the oil was shipped in a plastic bag. It opened all over the box, the machine, and my sidewalk. It ruined the manual and warranty cards inside.
  
  I have an hour cleaning the machine and my garage. I had to purchase oil. I had to call the company. I have been on hold for over 6 hours total with 4 calls. I have been told I’d be called back, I have not been. I have contacted their social media and their complaint line.
  
  No one will rectify the situation. I have more pictures that I can’t attach.

  Business Response

  Date: 11/30/2023

  Good Afternoon **** ***********, 
  
  We apologize for the delay in response, and are sorry to hear you have had issues with your recent order placed. We have requested a 20% discount to be applied to credit card, as well as initiated a no charge order for a replacement bottle of oil. 

  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:11/24/2023

  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.

  Date of purchase 3/24/21 and March 10, 2022 was dropped off at Qs landscape for warranty work. The warranty work was never performed or honored by cub cadet. I am still waiting almost two years later for Cub Cadet to do the warranty work. The shop has called several times and each time get told the part is on back order. Can you really have a part on back order nearly two years. Part number 931-11052A, PO# **** from Qs Landscape. This is an ongoing issue.

  Business Response

  Date: 11/30/2023

  Good Afternoon ***** **********,
  
  Thank you for reaching out to us. We apologize for your inconvenience. The part in question is currently still on backorder. 
  
  In order to help you resolve the issue at hand, we ask that you provide your proof of purchase so we can initiate a reimbursement directly to you. 
  
  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:11/15/2023

  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 ordered a Cl25BC Click Link Add-On-Brushcutter for $54.50 on 10/23/23 order number M1383553P1. This was shipped 10/24/23 (standard) through ***** Ground with tracking number ************. This was to arrive on 10/27/23 but was delayed. When I called MTD Parts / MTD Products ************ I was routed to ************************* and ****** ************ - Formerly MTD Products. I have was advised that I need to talk to customer support ************. They could not do anything as it had to be marked as lost by *****. I called them and they opened a ticket C-********* REF-*****. I have been notified that that they cannot locate the shipment. I have called Customer Support 5 times each time goes straight to hold and after 1 hour or 1.5 hours there is never a live person to talk to. I need them to file a claim for the lost part so they can ship what I have paid for and didnt receive. MTD case numbers ********, ******** & ******** given but told to call Customer Support which goes nowhere. I only want what I paid for.

  Customer Answer

  Date: 11/30/2023

  [BBB transcription via duplicate complaint]

   

  I ordered a Cl25BC Click Link Add-On-Brushcutter for $54.50 on 10/23/23 order number M1383553P1. This was shipped 10/24/23 (standard) through ***** Ground with tracking number ************. This was to arrive on 10/27/23 but was delayed. When I called MTD Parts / MTD Products ************ I was routed to ************************* and ****** ************ - Formerly MTD Products. I have was advised that I need to talk to customer support ************. They could not do anything as it had to be marked as lost by *****. I called them and they opened a ticket C-********* REF-*****. I have been notified that that they cannot locate the shipment. I have called Customer Support 5 times each time goes straight to hold and after 1 hour or 1.5 hours there is never a live person to talk to. I need them to file a claim for the lost part so they can ship what I have paid for and didnt receive. MTD case numbers ********, ******** & ******** given but told to call Customer Support which goes nowhere. I only want what I paid for. I filed this complaint and two weeks ago and continue to call trying to get a response from anyone at MTD parts. Hold times continue to be in excess of an hour and a half.

  Business Response

  Date: 11/30/2023

  Good Afternoon *************************,
  
  We apologize for the delay in response. Are records indicate that your package was lost by the carrier, and your financial institution has been credited in full today 11/30/2023 in the amount of $54.50. You should have received an automatic credit receipt to ******************** If you have any additional issues, feel free to contact us at **************. Please reference your case number 09298255.
  
  Sincerely, 
  
  MTD Products by ************************* & Decker 

• Initial Complaint

  Date:11/06/2023

  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 received a Lawn Mower that I ordered from Cub Cadet on 10/12/23.When it arrived the box was damaged. When I opened the box up the front wheel assemblies where badly damaged enough that the mower is inoperable. Cub Cadet wanted to send me 2 new front wheels I emailed them back expressing my concerns that there might be damage that wasn't visible. And for me to cobble a brand new mower back together with new parts was unacceptable. I requested either my money back or a new undamaged mower be sent to me. I sent that email on October 30th and have not heard back from them.

  Customer Answer

  Date: 11/07/2023

  Hi, I was able to finally get  in contact with customer service at Cub Cadet. The Rep said she would sent me a shipping label to return the damaged lawnmower. Once *** has scanned the return, they would start the refund process. Thank you. ******* ****

• Initial Complaint

  Date:11/06/2023

  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 gas powered chainsaw and back in April or may I contacted MTD about this because it started spraying hot oil from underneath the chainsaw. This saw is and should be under warranty and the representatives would not help me at all. All they did was give me a run around and then ignore me. And told me I needed to replace the chains in which these was brand new bars and chains. Its been an ongoing issue with MTD products because they dont want to obide by their warranty or fix anything. I even reached out to craftsman again and they sent a message back in the 10th of October and said for me to give them 4 business days to get a reply from MTD and still didnt get a response. I replied to craftsman and told them and they escalated it to a higher up and still nothing. This is highly unacceptable business especially when I sent receipts and everything to MTD with no resolution

  Business Response

  Date: 11/30/2023

  Good Afternoon *************************, 
  
  We apologize for the delay in response. We see that on 11/8/2023 you contacted our customer support center, and we see that we sent out part number 753-10334 brake assembly at no charge, which was delivered on Tuesday 11/14/2023 to resolve your issue. Should you continue to have additional problems, please reach out to our customer support department at ************** and reference case number 09260397. 
  
  Sincerely,
  MTD by ************************* & Decker 

• Initial Complaint

  Date:10/11/2023

  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.

  At 2:00pm October 11, 2023 I contacted Cub Cadet regarding our Snow blower that we bought through one of their local dealers named Tractor Town on 11/12019.My purpose for contacting them was that (Tractor Town went out of business) and once again, like every single year since we purchased the snowblower it does not start.My husband diligently drains the gas every spring and we use the low ethanol gas as recommended. We take care and maintain our machine.However when I called to ask about what I could do, I was told I'd get an email of my conversation and a case number and I was instructed how to drain the gas and use the correct gas. I tried to explain that was not the problem and I was quickly given a number for warranty department and a case number. I was then cut off of the conversation. I didn't get the case number, the number of who to call, nothing. I have a case number from a prior year when I had called about this same issue. That case number is #********. Additionally I have not received the email copy of the discussion.

  Business Response

  Date: 10/13/2023

  We request a hold on this complaint in order to research and investigate.
  
  Due to staffing shortages and customer service cases being at a high volume during the summer months, we are unable to give a specific ETA on the resolution of this matter.  We apologize for the delay and appreciate your patience and cooperation. 
  
  Sincerely,
  ************************* & ******
  formerly MTD Products ***

  Business Response

  Date: 02/29/2024

  Good Afternoon ***********************, 
  
  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. We would encourage you to have the machine evaluated by one of our authorized service dealers. As long as the dealer confirms that the issue you are having with your snow thrower was caused by a manufacturer defect, we can cover the parts and labor to help you resolve this matter. You will need to give us a call at ************** and reference case # ******** once you are connected with one of customer support advocates. We have also sent an email containg your chat transcript from 10/11/2023 to the email address listed in this complaint. 
  
  Please let us know if you have any questions or need further assistance. 
  
  Sincerely, 
  
  MTD Products by ************************* & Decker