Business Profile

Lawn Mowers

MTD Products, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

348 total complaints in the last 3 years.
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:08/19/2023
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.
Purchased a Cub Cadet XT1 3/23/2022 at **** *****

This is a $5000 Electric Lawn Tractor/Riding Mower that I got on sale.

Used summer of 2022. Engine has less than 10 hours of use on it. Tried to use it again in May of 2023 and wouldn't start. A multitude (at least 4) error codes and it won't start. Went back and forth with Cub Cadet to try and find someone to fix it. Everyone I called did not service electric mowers (a complete waste of my time since Cub Cadet should know who is capable of fixing their electric products). Finally, after going through this 3 times found someone (******** **********) and paid someone to pick up my mower (I don't have a truck) and drop it off there in early June. They said the batteries (which they think might be the issue but, as of today 8/19/23, I haven't heard a word) are backordered and I should expect to wait "months".

I have now completely lost this mowing season, had to buy another mower ($700 and it's a push mower) that I have to push around in 100 degree heat in ******* and I'm almost 60 years old while I have a useless riding mower sitting in a shop for months, outside, covered with a tarp.

At this point, I'd either like a refund or voucher for a GAS GAS GAS tractor.

Case# ********
Cost of tractor: $2442.93
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: 10/13/2023
Hello,
*** ****** was sent a new battery for his lithium ion machine at no charge. Case number ********.
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Initial Complaint
Date:08/18/2023
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 May 31, 2023 I bought a Craftsman lawnmower at ****'s. After four uses, the lawn mower started smoking really bad and turned off. I waited 30 minutes and the same thing happened again. It was still under manufacture's warranty being that it has only been a little over two months. I called Craftsman that referred me to MTD as the manufacturer and after waiting on hold for 30 minutes, they would not allow me to exchange the mower. Instead they only offered to get it repaired at a place almost an hour away (50 minute drive). That is almost a two hour trip to take the lawn mower to get fixed and another two hour trip to go pick it up. In addition, I don't have a truck or a vehicle that can haul a lawn mower so I would have to rent a truck or find someone with a truck (which I do not knoW) to carry it for me. My neighborhood also has an HOA so I can't go weeks without cutting my grass. This is ridiculous. Why am I the one that has to deal with all this inconvenience when your product quit working after two months? I would like someone to replace my mower at the local ****'s where I purchased or provide me with a refund. The mower can be picked up at my house or a new mower can be shipped to me.
Business Response
Date: 09/29/2023
Good morning,

We apologize for our late response to this complaint. A customer service agent spoke with Mr. ****** and advised that, as according to our warranty program, in order to determine if the unit's failure is covered under warranty, the unit would need to be inspected and evaluated at a service dealer. The agent located 2 service dealers within 30 miles of Mr. ****** and was explaining the warranty process however, Mr. ****** disconnected the call. Case number ********.

Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Customer Answer
Date: 09/29/2023
I am rejecting this response because: The person on the phone was not willing to work with me to solve this problem,
I bought a lawnmower and used it twice and it stopped working. I do not have a truck I have a car. The two places that the person on the phone provided me were almost an hour away from my house. I told the person on the phone that I had no way to get the lawnmower to a repair shop and asked could I not just return to ****'s and get a new one. They told me no. They suggested I rent a truck to transport the lawnmower. So basically they suggested I spend $100 to rent a truck to take the lawnmower almost an hour away and drop it off. I asked would they repair it while I waited and he said no. He said I would have to rent a truck again to go pick it up. This company offered NOTHING but me spending more money on car rentals to fix their mistake. I asked could they pay for someone to pick it up from the repair shop and the guy on the phone said no. He made zero attempt to help with anything. He just kept saying no we won't help in transport in any way whatsoever. I have never dealt with a company that was unwilling to do anything whatsoever to help. I want someone to come pick up the lawnmower and fix it since I got once use out of it before the motor stopped working.
Initial Complaint
Date:08/17/2023
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.
Case # ******** or ********
Repair Shop owner states, my new mower, for a self-propelled mower it has no gears in the mower…
His estimated the warranty repair time could be 30 to 60 days, working with Cadet warranty is very very slow.
The shop has my new $534.00 new mower, plus $50.00 deposit, plus, my 3 plus hours on the phone, and 2 plus hours of drive time and another 45 minutes with more paperwork with the shop… and my grass and weeds are growing and growing without a new mower.
I called Cub Cadet customer service and wait on hold via computer phone service, until the Agent picks up. I provide all my information again including the case # and ***** gives me no help or relief for ALL OF MY MONEY SPENT FOR A NEW LAWN MOWER.
In the ole days of dealing with a local dealer, if you bought a new mower and if things went wrong upon getting home, we could return to the dealer and either get it repaired that day or if not the dealer would give you a new replacement.
Hahahaha, those days are long gone…. Cadet reports they are made in the ***… I do not believe them!!!
What relief do I seek?
a. Refund of my ALL money spent
b. Reimbursement of 6 hours of my time at, $50.00 per hour rate
c. Reimbursement of my mileage to and from the repair shop in *****, *** ******
d. Provide a Warning to all consumers of the new Cub Cadet / MTD lack of Quality Control (QC) of their products coming out of *****!
e. Provide a Warning as attached to all retail products that Cadet / MTD are not a BBB Accredited Business and that their BBB per customer review the rating is a 1 out of a 5 star from customer reviews.
f. Along with BBB Rating and Accreditation is an A-, all of these consumer warning shall be on going and updated monthly as per BBB rating systems
g. WARNING CONSUMERS DO NOT SPEND YOUR HARD EARNED MONEY ON THIS FAKE COMPANY.
Business Response
Date: 08/24/2023
Dear ******,
A customer service agent has spoken with Mr. **** as well as the service dealer. The service dealer has ordered the necessary part to fix the unit and the unit is set to be repaired. The customer service agent also extended Mr. ****'s warranty on the unit for an additional 3 months. Case number ********.
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Customer Answer
Date: 08/24/2023
I
am rejecting this response because: I made a good faith payment of over
$534.00 on July 4, 2023, for a NEW Cadet product on the website to be delivered
within days of the purchase / payment, however, I received on about July 14,
2023, a product which was missing major part(s) in order for the product to
function as promised. The return time of an operational product (walk behind
self-propelled) lawn mower per the repair shop may take 30 to 60 days to become
operational. My lawn grass is growing daily, based on the history of Cadet -
MTD warranty replacement parts and based on the information from the repair
shop owner / manager it could be September or October 2023, before the repairs
are complete,. MTD, can easily afford to ship me a new replacement mower as
purchased on 4 July, 2023, and have the incomplete - broken mower shipped back
to the factory with 2 days via UPS or Fed X.
Otherwise, MTD has shipped me
and I have paid for a product which is fraud and or a Lemon!
Thanks for your help with this
faulty product.

Best Regards,
Customer Answer
Date: 08/31/2023
As of this date August 31, 2023,
I just called and visited with the repair shop in ***** **, where my NEW mower
sits awaiting parts, because the shop states he has not received the (missing
parts which the factory failed to install) parts as ordered weeks ago.
I received a call from MTD – Cub
Cadet on August 23, 2023, the Agent did not offer ANY RELIEF, and he could only
reference the warranty policy!
As I noted before, he / MTD
could / should have offered the following:
a full refund of the $534.00 plus my expenses
a new replacement mower and to be received via Fed X within 2 days
and or at least ensure the replacement parts be shipped to the repairing shop within 2 business days.
However, MTD – Cub Cadet no
longer has the customer interest in mind, only their own selves!
Again, paid for said mower on
July 4, 2023, and today is August 31, 2023, and the repair shop has not even received
any news on the parts as ordered. Furthermore, the longtime processing warranty
replacement parts is normal business practices today with MTD.
BBB please help me!

Regards,
Initial Complaint
Date:08/17/2023
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 purchases a Troy Bilt Storm 26 in 208 cc Two Stage Gas snowblower with electric start from **** ***** on 10/30/2021. In January of 2022, it stopped working and I brought it to an approved Troy Bilt warranty service department where it was deemed un-fixable. On March 16, 2023 I was contact by a MSD employee via email (see attachment) asking for the **** ***** receipt so they could refund the entire amount of 999.00. I responded back on March 24, 2023 via email with a copy of receipt (see attachment). I also made a phone call to listed number required (************) and confirmed they had received the receipt and they confirmed that all was in order and I should receive my refund within 60 business days. Since that time I have followed up with three (3) phone calls to that same number and spoken with customer service members who have confirmed all is in order, and refund should sent. I have still not received my refund and I would like assistance in getting this taken care of. It has been five (5) months since the original communication. Case number: ********
Business Response
Date: 08/24/2023
Dear *******
A customer service agent has spoken with Ms. ****** and advised that a reimbursement has been processed. A check was mailed from our banking institution in *********** **** on 8/23/23. Case number ********.
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Customer Answer
Date: 08/24/2023
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:08/10/2023
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 bought a Crafstman mower ($358.82) on 03-31-2022 from Lowes in Ashland, KY (receipt attached, model no ************, Serial number ***********) used it once and the mower completely died. I continued to use my old mower until the next spring, when someone mentioned that Craftsman had a warranty that I was still within range for. I promptly returned it to Lowes, who agreed and sent it to Craftsman for either repair or replacement. It was gone for a month or two, and I got a call back from Lowe's stating that Craftsman denied the claim. The motor was essentially scrap despite the mower being used for 20 minutes a single time. That repair would cost more than the entire price of the mower. It seems the motor was not covered under warranty for whatever reason. Lowe's told me to contact Altiquip. After 3 times of calling, they picked up and send Craftsman denied the claim. No idea why. Therefore, I reached out to Crafstman directly several times. Phone calls got auto directed constantly and I was unable to ever talk to someone about it. Twitter messages (attached) assured me that they were pushing the claim to try and call, but I never received any messages, calls, or info on why they would not stand by their warranty. Moreover, while waiting for a response, it seems that the mower has been sent back to Lowes, who has now informed me that I am free to come pick up the dud since "it is my property". I am coming to the BBB to hopefully force their hand in refund. I would have been interested in receiving a replacement, but it has become clear to me that Craftsman does not stand by their products, therefore, I will no longer purchase any of their products. Even if no resolution is brought, I do believe that future customers should be warned and wary of these practices as a business.
Business Response
Date: 08/15/2023
Dear *******,
We request a hold on this complaint in order to research and investigate.
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Customer Answer
Date: 08/15/2023

Complaint: ********

I am rejecting this response because it is simply a delay of response, which has been the overall route taken throughout this entire process. I would like to get this handled and settled before accepting any form of response and closing this out.

Sincerely,

******* ******
Business Response
Date: 05/17/2024
Good Afternoon ******* ******,

We’re sorry to hear that you have not received the answers you were looking for
from our customer support team. Our records show that in August of 2023 you
were in communication with one of our supervisors ***** via phone and email,
after he called you and left a voicemail on 8/25/2023 and 8/29/2023, as well as
email communication where a service provider link was sent to you, as well as
you providing your sales receipt and confirmation that Lowe’s sent your
equipment to Altiquip for service. Our records also indicate that ***** advised
the equipment would need to be looked at by one of our authorized service
dealers independent of the one Lowe’s uses for service. From there, it looks
like communication had ended. We apologize for the inconvenience, and we want
to help you resolve this matter as quickly and efficiently as possible. It looks like your equipment
came with a minimum 2-year manufacturing warranty. As long as one of our
dealers can deem the issue a manufacturing defect and file a warranty claim, we
are happy to cover the repair charges. Please let us know the best time of day
to reach you, and we will get you in touch with the right person here to discuss
resolution. Please note that your updated case # is ********.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:08/10/2023
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 brand new Cub cadet lawn mower on 7/06/23 through home depot. Delivery did not take place until 7/10. After 1 use I noticed a small oil leak. After the second use I called cub cadet. on 8/10/23 I called in an effort to get it fixed through the provided warranty

I was told the cost would be on me for all transportation and time. I asked to speak to a manager. "******" got on the line and proceeded to tell me its my issue and to read the warranty book,

I asked ****** for his employee ID or last name so I could identify him if it became an issue. I was told none of that information could be given. I then asked him to tell me the warranty policy, he denied me and told me to read it myself.

When I asked him to work with me on the issue he become more defensive. I asked for his manager. He told me I Would'nt be speaking with anyone and I would get a call back in 48-72 hours.

I then asked him to provide me with a warranty number so I could work it out with a local repair center, he told me I would have to wait for some one else as I was "talking to much" and i would have to leave a voice mail for his manager.

He then told me the conversation was over with out providing me with the warranty information i requested multiple times or with out transferring me to a manager or supervisor.

I would like someone to repair the mower with the warranty that was included with the sale.
Business Response
Date: 10/18/2023
Hello,

Please be advised that a customer service agent has attempted to reach *** ******** on several occasions to discuss his complaint. Case number is ********.

Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Initial Complaint
Date:08/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Troy Built mower on July 23, six minutes before closing and returned it around 12:15 the very next day. I could not pull on the string and the front wheel kept freezing up.

They told me to take it to a service center, they were not a service center. I just bought it, it wasn’t even a day old and definitely never used. I returned it box and all. I have no desire to take a brand new mower that was never used to a service center. I expect something new to be in 100% working order.

The employee got the string to pull and I said, “now about the wheel” I can’t mow when it freezes up every three feet. They said it was working fine on their , (smooth concrete floor)

I walked out and left a mower that I paid $320.99 for and still have not heard a word from Menards, Muncie, IN. I am seeking a full refund. It was apparent that it was never used, it would not start. I am seeking a full refund.
Business Response
Date: 08/18/2023
Dear ******,
A customer service agent attempted to reach Ms. ******* however, the phone mailbox was not set up to take messages. He emailed her a list of the local service dealers in her area - the unit will need to be evaluated by a local service dealer to determine the cause of the unit failure. Case number ********.
The service dealers in her area are:
** ***** ****** ******
**** *** **** ******* ********* ** *****
***** ********

******* ********* ******
*** **** ***** ******
*********** ** *****
***** ********

********** ***** * *******
**** ***** *** ******
************ ** *****
***** ********

****** *** *** ***** ****
* **** *** ******
********* ** *****
***** ********
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Customer Answer
Date: 08/18/2023
I am rejecting this response because: I should not have to take a brand new product that was never used to be serviced. I bought it because it was needed and you want me to take to a place and be without for God knows how long to be serviced. What a Joke.
Or Junk

Business Response
Date: 08/21/2023
Dear ******,
As stated in our manuals, before we can determine if a unit failure is covered under warranty, the unit must be evaluated by a service dealer.
The service dealers in her area are:

** ***** ****** ******
**** *** **** ******* ********* ** *****
***** ********

******* ********* ******
*** **** ***** ******
*********** ** *****
***** ********

********** ***** * *******
**** ***** *** ******
************ ** *****
***** ********

****** *** *** ***** ****
* **** *** ******
********* ** *****
***** ********

Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Customer Answer
Date: 08/22/2023
I am rejecting this response because:When I pull any item out of a box and it’s never been used, it should be returnable. This was returned less than 24 hours with. Receipt. I should not have to run to a town that isn’t mine to have an item looked at.
I worked in a transfer case busily and we would not have been in business if a customer transfer case was bad. We would make it right and send a new one . The dealership would rent them a vehicle while theirs was being serviced . That’s called grear customer sevice on a high yixjet item . This was $300 and they can’t make it Right, PITIFUL company.
Initial Complaint
Date:08/02/2023
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 bought a craftsman lawn mower through ***** back in April, I only got to use it about 2-3 times because it was always giving me trouble and turning off on me. I contacted craftsman since they have a 2 year manufacturer warranty. They sent me to a repair shop where my lawn mower has been sitting for a month already. I finally got a call that they believe the issue was that the lawn mower was being used with no oil in it so therefore it would not be covered under warranty and it would be $485 to fix it, basically the price of a brand new lawnmower. I told them I had only had this lawnmower for 3 months and that I put in the oil that was provided by them the day I bought it so therefore that was not valid. I also told them that the very first time I used it, it would turn off on me and the problems continued. Therefore I know for a fact that the lawnmower they provided was already broken or had a malfunction when tell sold it to me. All I want is for them to be able to grant me a new one because no customer deserves this. I spent months trying to find the perfect lawnmower and instead I am having to pay for some issue that was not caused by me. Craftsman has not been helpful at all when I have called them simply saying there isn’t anything they can do. I would just like for my lawn mower to be replaced. That’s the fair thing to do. Or simply fix it at no cost. Thanks.
Business Response
Date: 08/23/2023
Dear ******,
A customer service agent has reached out to Mr. **** and advised that the engine warranty will be through ******, not MTD/SBD. Case number *********
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Customer Answer
Date: 08/24/2023
I am rejecting this response because:

I called multiple times to craftsman customer service and I never once was told to contact ****** and ********. Now all of a sudden that I’ve contacted the BBB, they want to say that warranty isn’t through them. They are making things harder for me instead of easier.
Initial Complaint
Date:07/31/2023
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.
My father bought me a *** ***. Of which he immediately registered. Not long after I started using it the battery indicator would never charge above 22% I attempted to contact cub cadet support but was on hold for over an hour on two different occasions. I finally left a bad review and got a response to call again with a case number ********. After two more failed attempts I stayed on hold for 1.5 hours and finally got someone. By this point the unit would not charge at all either due to an issue with the batteries or charger. The representative gave me a list of dealers/service providers that could provide warranty work. The closest of these was 50 min away. I attempted to contact the 3 closest ones 4 times a piece leaving voicemails each time as none would answer their phones. None of these called back m. I then have attempted to email cub cadet support on two different occasions and called only to be on hold again for over an hour both times.
Business Response
Date: 08/02/2023
Dear ******,

We request a hold on this complaint in order to research and investigate.

Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Customer Answer
Date: 08/14/2023
How long will the complaint be held? It’s been a week and a half since the received it and in this time they have made no attempts to reconcile so it appears they are hoping it will just be held indefinitely.
Business Response
Date: 08/22/2023
[BBB transcription via email]

A customer service agent has arranged with Mr. **** for the unit to be taken to the below service dealer. The dealer will evaluate and determine the cause of failure. Case number *********.

****** ***** *********

(***) ***-****

*** * **** **, *********, ** *****

Sincerely,

Stanley Black & Decker

formerly MTD Products Inc
Initial Complaint
Date:07/31/2023
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.
Date of transaction was April 29, 2023. I purchased a Deflector Chute Assembly for my mower. I purchased the product on-line through **** Bilt. The order number is L04005546P1. I received an email on 5/3 saying the I had a PARTIAL ORDER SHIPPED with these numbers included, TB8728383D23 (Deflector ASM-CHUTE), 931-1034B. It said part of my order is on the way and that the rest would be shipped later.I still had not received the full kit as of June 1. Shortly after I contacted **** Built on a Monday or early week day. I spoke with a woman who told me that if I did not receive the rest of my kit by the end of the week to call back. I did not receive the parts (and still haven't as of July 28). I called back on June 13 and asked for a refund. The person that helped me said that my case would be received and that I should see my refund within 30 days. 30 business days have transpired and still no refund. I called ************* a couple of days ago and was on hold for about an hour and did not have a person pick up my call to this number ************. This is the customer service number that I was given by **************Today I was finally able to get through using the ************ number. The lady I spoke with said that a *** shipping label was sent to me via my email so that I could return the part I had received in order to get the refund. Unfortunately, this information was not told to me previously and I wasn't looking for the email. However, through further conversation with the lady today we discovered that the email they sent the label to was not correct. She corrected the email and is resending the label. I told her I don't know if I still have the part that was sent. It was over 2 months ago and we had a garage sale and donated a the leftovers to Goodwill. I doubt it got mixed in, but I haven't looked for it in 2 months.I have spent hours on hold over multiple calls. I just want my refund for not receiving my kit.
Business Response
Date: 08/02/2023
Dear ******,

We request a hold on this complaint in order to research and investigate.

Sincerely,
************************* & ******
formerly MTD Products ***
Business Response
Date: 08/11/2023
Dear ******,
A customer service agent has spoken with ******************* He has received the return label and the part is being sent back to ** for a return. Case number 08919407.
Sincerely,
************************* & ******
formerly MTD Products Inc
Customer Answer
Date: 08/29/2023
The complaint has been resolved. The company sent me parts that I originally ordered. Thank you for your help.

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