Business Profile

Lawn Mowers

MTD Products, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

348 total complaints in the last 3 years.
119 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/11/2023
Type:Delivery Issues
Status:
UnresolvedMore 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.
Purchase from website a cub cadet mower on 09/27/2023, it was deliver on 10/09/2023 it was missing the key to ignition. On 10/09/2023, I called customer service to explained to them the mower was deliver without a key and they told me the key will shipped on the following day and i would have it on Wednesday 10/11/2023. I never received a confirmation of ship and today is 10/10/2023 and i can not use my mower, I have to pay someone else to do my yard work. I been on the phone today 10/10/2023 for over an hour with customer service to speak to a supervisor and nothing has been resolved. This whole thing started off on the wrong foot. I am very disappointed with this purchase with Cub Cadet. Please make this right or come pickup your mower and i don't ever want to do business with this company.
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 ***
Customer Answer
Date: 11/27/2023
Now after the first use of this tractor mower is leaking lots of oil from the bottom.
Initial Complaint
Date:10/09/2023
Type:Product Issues
Status:
UnresolvedMore 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.
purchased TB100 push lawn mower from local authorized retailer 7/27/2022 FRONT AXLE COVER, part no 731-11699, broke at right axle mount July 2023 timeframe (several plastic webs underneath cover broke, axle no longer secured to mower deck)contacted ****-Bilt customer service *************) early August 2023. Was told not a warranty issue and must purchase replacement part. Reluctantly ordered part on 8/16/23 for $34.40, order number TB8898251H23.While waiting for part to arrive took mower to local retailer where mower was purchased, was told its a warranty repair, part ordered. Part arrived and installed 8/18/23.Mail order part arrived 8/20/23. I called ****-Bilt customer service and explained what happened. Told to return part, was provided return shipping address, however TB declined to provide pre-paid shipping label. I specifically requested refund of both part cost ($34.40) and shipping cost as this was a warranty repair.Returned part via *** on 8/21/23 as directed by TB customer service, at cost of $14.27 With no response of any sort from TB, and no refund on credit card after 10 business days, I began calling and emailing TB customer service, specifically ********************* As I have not received any correspondence or refund from the company after several weeks I am now filing a complaint with the local BBB for resolution in the amount of $48.67
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 ***
Customer Answer
Date: 10/15/2023
An indefinite hold, with no ETA whatsoever, is unacceptable. This is a simple case, straightforward. My interaction with MTD customer service began in July. It's now October. Staffing shortages is no longer an acceptable response, those days are over. I expect the company to provide a timely refund on this warranty issue.
Customer Answer
Date: 11/27/2023
In response to ***************************** message of 11/27/2023 - no and no. But thank you for the follow-up.
Happy Holidays,
*******************
Initial Complaint
Date:10/03/2023
Type:Customer Service 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.
A push mower was purchased in May 2022. I have had to have the mower serviced once that was out of my own pocket and now it’s needing to be serviced again and the closest place to have it serviced is about an hour away. The company refuses to help me with the issue and I want my money back. I have suggested they make things right by upholding to their 2 year warranty but they have hung up on me and refuse to help with the issue. The one place they have requested I take the mower no longer works on their mowers for the warranty issues.
Customer Answer
Date: 10/03/2023
Would like a refund
Business Response
Date: 10/04/2023
Dear ******,
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,
Stanley Black & Decker
formerly MTD Products Inc
Business Response
Date: 10/13/2023
Hello,
A customer service agent has spoken with Ms. **** as well as a local dealer regarding her unit. The dealer agreed to evaluate her unit and our agent advised Ms. **** of this so that she could contact the dealer and schedule an appointment. Case number ********.
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Customer Answer
Date: 10/14/2023
I am rejecting this response because:

I have not received any information In regards to where to take this mower. I was told I would get a call back, which I have not gotten. Or email, which was also expressed as when we spoke I was walking into the grocery store. So this is not completely accurate.
Business Response
Date: 10/17/2023
Hello,
There are several other service dealers within 30 miles of your location that service our units. Please contact them so that the unit can be diagnosed:
******* ******* ***** *********
*** ********* *****
******** ** *****
(**** ********
***** *********
*** ***** **** ******
***********, ** *****
(**** ********
***** ***** ******
**** ****** ****
*********** ** *****
(**** ********
***** ***** ******
**** ****** ****
*********** ** *****
(**** ********
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Customer Answer
Date: 10/18/2023
I am rejecting this response because:

This business is not helping with the issue! They have lied, saying they reached out to me to confirm a place to drop the mower off at. The individual did not do that until I rejected the action with BBB. Now he is saying he spoke with Town Line to honor a warranty. Town Line has ZERO knowledge of this call & still states they will not work on the machine/honor warranty. I have sent an email to the gentleman helping me but have not gotten a response. I am not paying out of pocket to have diagnostic work done or driving an hour away for diagnostics. I just want my refund and move on from this.
Customer Answer
Date: 10/18/2023
Hello,
The company service representative has sent a list of places that will honor their warranty. This has also been proven to be false with one center. The other two are unable to get ahold of. Please see below:
******* ******* ***** *********
*** ********* *****
******** ** *****
(**** ********
***** *********
their number is no longer in service.
***** *********
*** ***** **** ******
***********, ** *****
(**** ********
spoke with a gentleman named Will, he stated they do not service lawnmower warranties from Troy Bilt. If they honor a warranty, the product has to be bought at their store but they only sell weed whackers and blowers from Troy Bilt. Also, he stated it’s 120.00 out of pocket to get the mower diagnosed and Troy Bilt has not paid that in the past….

***** ***** ******
**** ****** ****
*********** ** *****
(**** ***********
phone doesn’t ring, just goes to a voicemail. This business was listed twice.
please let me know where I need to go from here.

****** ****
**********
Customer Answer
Date: 10/26/2023
[BBB transcription via phone call]

Consumer stated they want to be refunded and no longer wish to continue getting the run around from the business.
Business Response
Date: 10/30/2023
Good afternoon,
Pursuant to our warranty policy, the unit needs to be evaluated by a local mechanic/service dealer to determine the cause of the failure. We are unable to assist Ms. **** until the cause of failure is determined. Case number ********.
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Initial Complaint
Date:09/29/2023
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.
We purchased a riding lawnmower from ******* **** ********* on June 19, 2023. My husband used the lawnmower about three or four times, before the battery went bad. I spoke to the manager at ******* and they said it wasn't under warranty with them to contact the manufacturer. I contacted customer service on Friday August 18th, 2023 at approimately 9:49 a.m. I told her what my issue was and she didn't over any solutions, technical suggestion, just told me nothing they could do. A battery should at least be good for 9 to 12 months. Not a few months. Purchase Date 6.19.23Troy-Bilt riding lawnmower.I would like a new battery. Not asking for a new riding lawnmower. Thank you!
Business Response
Date: 10/04/2023
Dear ******,
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,
Stanley Black & Decker
formerly MTD Products Inc
Business Response
Date: 10/17/2023
Hello,
A customer service agent has spoken with Ms. ******* and as a courtesy, he sent out a battery to her at no charge. Case number ********.
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Customer Answer
Date: 10/18/2023
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:09/12/2023
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.
They are using OEM (higher quality) part numbers for parts that are cheap junk. Misrepresenting parts and quality
Business Response
Date: 09/15/2023
Dear ******,
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 Inc
Customer Answer
Date: 10/04/2023
[BBB transcription via phone call]

Consumer further clarified complaint. Stated they ordered lawn mower blades from the business and when they were received, were not the quality expected. Ordered the blades from the business to receive the high quality and if they just wanted blades they would have ordered somewhere else. The consumer called the business and had a hard time connecting. After 30 or so minutes the consumer reached the business and told them of the issue. Business was unable to help resolve. Consumer then tried to return the blades because they are no good. Consumer mentioned they paid double the price for the quality. Consumer was contacted from someone and was asked to provide pictures. The consumer provided the pictures and then did not hear anything back from the business.
Business Response
Date: 10/05/2023
Hello,
A customer service agent spoke with ************** regarding his complaint. Our agent explained to ************** that sometimes our service parts come in neutral colors as they can fit multiple machines. The agent offered to send a new blade at no charge to which ************** declined. Case number 09172122.
Sincerely,
************************* & ******
formerly MTD Products Inc
Initial Complaint
Date:09/07/2023
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.
This business has not honored the two year warranty on the lawnmower i purchased and subsequently ended up catching fire due to a faulty brittle-******* tank.The mower was purchased 11/14/19 and the warranty claim was filed on 8/9/21. The initial phone call filing I provided all the information I was asked including date of purchase, the warranty paperwork, model, serial number and photos. I was promised on the phone a ***** gift card. It never arrived. On a second call in, i was told i would get a **** gift card. also never arrived. Third call in I was admonished for not taking it to a repair facility but I was never asked to, the means to get a replacement was always on offer. I took it the repair facility and it has yet to be prepared because now I have to pass the standard that the engine manufacturer depends to get a fix or replacement and this is how this company has set up consumers to not have their warranties honored. This is false advertising and a standard to far to meet when by all accounts i satisficed what was need on day on of the phone call filing. If there is a conflict between the mower manufacturer and the engine manufacturer that should be between them, not the consumer and if they should also not have different rules in place for repair or replacement or that is intentional to trip up consumers so they both do not have to honor their warranties.
Business Response
Date: 09/15/2023
Dear ******,
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 Inc
Business Response
Date: 09/29/2023
Dear ******,
A customer service agent has spoken with ********************** and advised him that his unit is out of warranty and even if it were within the warranty period, we would not provide gift cards as our warranty would typically involve repair, replacement or reimbursement if it is found to be under warranty, so we would advise contacting homeowners insurance in this instance. The agent offered to look at pictures the customer wants to send in of whatever the defect is that he sees on the machine, but he declined. Also, anything to do with the unit engine would have to be discussed with ****** & ******** as they are the manufacturer of the engine for this unit. Case number 09713190.
Sincerely,
************************* & ******
formerly MTD Products Inc
Initial Complaint
Date:09/06/2023
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 mower on August 27, 2022 and it quit working in July of 2023.
I made several attempts to contact the warranty servicing company and finally successfully made contact after a few weeks.
I was given a list of potential repair shops for diagnoses and took it to be repaired at an approved shop. The repair company took a couple of weeks to diagnose the problem, which was a carburetor, and unfortunately, the part is on backorder with no ETA for the part.
I waited an additional two weeks for an update and then had no choice to try to contact the company responsible for the warranty (MTD).
I spoke with the MTD customer service representative and he stated that there was nothing to be done until the mower had been in the shop for at least 6 months.
I informed him that the rental cost of a replacement mower is $25 per rental and I must rent one, at least, once a week (usually twice) to meet my HOA regulations.
I estimate that I could replace my mower twice at that cost before it is repaired and he said that there was nothing he could do.
I also purchased an extended warranty from the vendor, but it may be expired by the time I get my mower back.
Business Response
Date: 09/15/2023
Dear ******,
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 Inc
Business Response
Date: 10/05/2023
Hello,
A customer service agent spoke with ****************** regarding his complaint. At that time ****************** did not know his model or serial number so our agent could not check our systems to see if the part was in stock. The agent has emailed ****************** several times since then requesting the information about his unit but the agent has not heard back from ******************* Case number ********.
Sincerely,
************************* & ******
formerly MTD Products Inc
Customer Answer
Date: 10/06/2023
I am rejecting this response because:

I have never received an email from the company and I told him when he spoke to me that I had not received anything. I would love for him to send me an email and I would be more than happy to respond.
I initially provided the model and serial number when I submitted my warranty claim, but I don't typically keep all of that information in my pocket in the hopes that they'll call me.
Business Response
Date: 10/17/2023
Hello,
A new email was sent to ********************* on 10/13/23 requesting the required information. Please respond to this email so that our agent can assist you. Case number ********.
Sincerely,
************************* & ******
formerly MTD Products Inc
Initial Complaint
Date:08/23/2023
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.
On 8/1/2023 I ordered a Cub Cadet riding mower online through Home Depot.I spent $2573.99 plus tax. It's the XT1 Enduro 46" 23 HP V-Twin Kohler **** Series Engine ********************* Riding Lawn Tractor. When it arrived it didn't have the bolts and nut to be able to attach the seat, the bolt and washer to put on the steering wheel and the snap on plastic hood cover. My friend had gotten the exact same mower and his was missing the bolt and nut for the seat. He called customer service and they sent the items free of charge. I called customer service and was put on hold for over an hour. Then a woman actually talks to me and when I tell her what I am missing, she gives me a case number. I asked if she couldn't just send me the parts like they did for my friend but she said that there were too many pieces missing. Then she said she had to transfer me to another agent. I was put on hold for another 1.5 hours!!!! I finally hung up. This is truly the worst customer service I have ever encountered. Obviously there is no quality control department there as both my friend and me had parts missing from brand new items. I want my items sent so I can use this machine! OR send someone to pick up the mower and I'll buy another brand.
Business Response
Date: 08/25/2023
Dear ******,
We request a hold on this complaint in order to research and investigate.
Sincerely,
************************* & ******
formerly MTD Products Inc
Business Response
Date: 09/05/2023
Dear ******,
A customer service agent has spoken with ********************** and advised her the parts were shipped 8/30. The agent also extended her warranty 2 months as a courtesy. Case number 09129151.
Sincerely,
************************* & ******
formerly MTD Products Inc
Initial Complaint
Date:08/22/2023
Type:Customer Service 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.
The Troy Bilt lawnmower I purchased May 18, $468.54 was delivered damaged and some of the screws/nuts were missing. In two days I was on hold for about 4-5 hours waiting for help. This made me decide to ask for a refund rather than repair. Troy Bilt received the returned mower on June 26 and on August 21, today, I am still waiting for a refund. I called Troy Bilt on July 20 and after waiting about 40 minutes I was able to speak to somebody who told me I will get my refund soon. Still waiting!
Business Response
Date: 08/23/2023
Dear ******,
We request a hold on this complaint in order to research and investigate.
Sincerely,
Stanley Black & Decker
formerly
Business Response
Date: 10/13/2023
Hello,
**. ******** was reimbursed for the cost of the unit on 8/31/23 for $409.00. Case number ********.
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Initial Complaint
Date:08/21/2023
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 recently purchased a craftsman push mower from lowes and upon opening the box I discovered that two parts were missing the mulch cover and the grass chute attachment. I have been in contact with Lowes for a month and they refuse to replace the parts and have told me that it is a matter for the distributor MTD products . Can someone please help me get these missing parts?
Business Response
Date: 08/23/2023
Dear ******,
We request a hold on this complaint in order to research and investigate.
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Business Response
Date: 09/05/2023
Dear ******,
The customer has advised our customer service agent that Lowe's has resolved this issue for him. Case number ********.
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc

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