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

346 total complaints in the last 3 years.
117 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:07/20/2023
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 lawnmower model 11a-02bt765 serial ***********. I haven’t even had it 2 months and only used it 1 time on the 2nd attempt to use it something blew up in the engine. I wasted an hour on the phone with a smart butt supervisor at your company. This lawnmower is crap and he wants me to take it over 30 - 40 minutes away to be fixed. I don’t want this junk I want my money refunded so I can buy a different lawnmower made by a different company. Y’all can refund me and send me a box and I will gladly send this crap back to y’all!
Business Response
Date: 07/25/2023
Dear ******,
We request a hold on this complaint to research and investigate.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Business Response
Date: 08/18/2023
Dear ******,
A customer service agent attempted to speak with Ms. ******* by phone however, the phone number is not in service. An email was sent to her advising that before we can determine if the unit failure falls under our warranty, the unit will need to be evaluated by a service dealer in order to determine the cause of the unit's failure. Case number ********.
The service dealers local to Ms. ******* are:
******** ***** ******* ***
*** **** ******* ***
********* ** *****
***** ********

***** ***** *******
**** **** ****** **** **
******* ***** ** *****
***** ********
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Customer Answer
Date: 08/22/2023
I am rejecting this response because:
My number is in service 334-500-2558. The places you want me to take it is over 40-45 minutes away and I don’t want the junk your company made I purchased this and and extended warranty. You need to refund my money and my son has tried to call both places and they don’t answer so a company who screws their customers over expects someone to trust who they pick! How about one closer to 36301.
Business Response
Date: 08/24/2023
Dear ******,
The below information was emailed to Ms. ******* on 8/23/23.
Below are more service locations, so you are welcome to contact any of the locations below to start the warranty process. If we were going to have anything considered for our company's warranty, we would first have to know what is wrong with the machine. That's why we advise all of our customers to bring the machine in to an authorized service center as it suggests in the manual. I have attached a link below to show you where all of your closest service centers are. If they find anything that is defective from the manufacturer, then that can be covered by us, but we would still need the machine to at least go through a diagnostic to determine the cause of failure.

Chapman's Small Engines
652 EAST HIGHWAY 134
PINCKARD, AL 36371
(334) 983-1485

Ron's Small Engines
7788 DALE COUNTY ROAD 14
MIDLAND CITY, AL 36350
(334) 983-3374

Hinson Chain Saw
404 SNOWDEN DRIVE, ANDALUSIA, AL 36420
(334) 222-5910

Hoyts Cycle Store Inc
539 SMITH AVENUE, THOMASVILLE, GA 31792
(229) 226-5222

Southern Outdoor Solutions
2200 SOUTH BRANNON STAND ROAD, DOTHAN, AL 36305
(334) 479-8080

S & K Lawn and Equipment
30 HENDERSON HIGHWAY, TROY, AL 36079
(334) 770-1411

Construction Sales and Service
1545 STANLEY AVENUE, ANDALUSIA, AL 36420
(334) 923-4500
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Initial Complaint
Date:07/17/2023
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.
I purchased a craftsman push lawn mower at Lowe’s home improvement in Conway SC for $469.99. This was on May 16 and the mower started smoking, leaking oil, and stopped working June 20th. Lowe’s informs me that they only honor warranties with mowers for a month. They referred me to craftsman. I have made multiple attempts to get warranty fulfillment through craftsman. They have given me a disconnect phone number and a email address that I have made multiple attempts to contact with no return message in over a month. Neither Lowe’s or Craftsman will stand by a product that obviously has major issues. I’m left $469.99 in the hole and without a working mower. All I was looking for was warranty fulfillment but now I’ve been inconvenienced beyond what any good business should put a customer through. Im not sure what route I should take next.
Business Response
Date: 07/19/2023
Dear ******,

We request a hold on this complaint so that we can research and
investigate.

Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Business Response
Date: 08/18/2023
Dear ******,
A customer service agent has attempted to speak with Mr. ******. The unit will need to be evaluated at a service dealer in order to determine the cause of the unit's failure. Our technical team phone number is 800-800-****, case number ********. A list of service dealers local to Mr. ****** are:
******** ***** ******
**** **** **** ****
******* ** *****
***** ********

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

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

********* ***** ********* ***
*** ***** **** ******
********** ** *****
***** ********
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Initial Complaint
Date:07/16/2023
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 parts online for my Troy-Bilt mower. As requested on the website I entered the model number and manufacture date so the seller could select the correct grass bag and assembly frame for my machine. The total was $80.86. Free shipping because order was more than $49. I received the order but the frame did not fit the grass bag. I called the company and was told the wrong bag was sent. They sent out the correct frame and charged me an additional $52.64. The also said they would refund me for the wrong part once returned to them. I told them it was my understanding from their website at time of my order that if wrong part was sent back the company would send the correct part with a free exchange. I was told I had to
Pay shipping to send the part back. The shipping for the wrong part sent was $10 more than the part itself. So i have not returned it yet.
Business Response
Date: 07/19/2023
Dear ******,

We request a hold on this complaint so that we can research and
investigate.

Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Customer Answer
Date: 08/20/2023
It has been over 30 days and I have still not received a response to my complaint from the company. Please advise my next move.
Thank You
***** *******
Business Response
Date: 08/23/2023
Dear ******,
A credit to *** ******* to the account used to purchase the part is being processed in the amount of $34.89. Please allow 1-2 billing cycles for the credit to appear on her statement. Case number ********.
Sincerely,
Stanley Black & Decker
formerly, MTD Products Inc
Customer Answer
Date: 08/23/2023
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.
Customer Answer
Date: 10/05/2023
I have accepted the merchants resolution but to date they have not provided the refund they agreed to.
Business Response
Date: 10/26/2023
Good afternoon,
A credit has been issued in the amount of $35.04 to the credit card used to order the parts. Please allow up to 2 billing cycles for the credit to show on your statement. Case number ********.
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Initial Complaint
Date:07/14/2023
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 lawn mower from ************ out together according to instructions wouldnt stay running. They switched it out and now upon uses is now doing the same thing 2 mowers in less than a year with same issue
Business Response
Date: 07/19/2023
Dear ******,

We request a hold on this complaint so that we can research and investigate.

Sincerely,
************************* & ******, ***.
formerly MTD Products ***
Business Response
Date: 08/04/2023
Dear ******,
A customer service agent has spoken with ****************** - a local dealer is going to evaluate the unit to determine the issue. The agent gave the case number and instructed that the dealer will need to report the findings to us for a determination in a resolution. Case number 09067839.
Sincerely,
************************* & ******
formerly MTD Products Inc
Customer Answer
Date: 08/04/2023
I am rejecting this response because:
What type of compensation am I getting for my time that I have to keep bringing the mower back in and out its ridiculous that something a year old thats so expensive has this much issue

Business Response
Date: 08/08/2023
Dear ******,
We apologize for the inconveniences ****************** is experiencing however, we need the dealer provides us with their findings after their inspection of the unit before we can move forward with this complaint. Case number 09067839.
Sincerely,
************************* & ******
formerly MTD Products Inc
Initial Complaint
Date:07/13/2023
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 Craftsman lawnmower. Part on lawnmower broke. Under warranty. Contacted Craftsman. Got moved around to numerous departments. After days of passing me from one dept to another, they agreed in writing to ship the part to me if that was acceptable. When I tried to email them to accept their offer, my emails were rejected due to a full mail box. After a week of rejected emails, I called the help line. My calls were dropped and I was redirected to surveys. I contacted them online to live chat with a rep. Again, wrong dept. No redirect. They are running me in circles and not fixing the problem they agreed to fix. I have disabilities that make this process extremely difficult and stressful. I just want the part that they promised to send me. I believe they are playing a shell game to wear me out until I drop the issue but I need my mower.
Business Response
Date: 07/19/2023
Dear ******,

We request a hold on this complaint so that we can research and
investigate.

Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Business Response
Date: 08/04/2023
Dear ******,
A customer service agent has spoken with the customer and successfully placed an order for the part and the service manual to be sent to the customer. Case number ********.
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Initial Complaint
Date:07/13/2023
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.
bought cub cadet model lt42e electric riding mower on 06/11/21 for $4393.86.mower kept shutting off with error messages. finally, on 09/13/22,it shut down with 4 error messages and would not restart. took it to an authorized dealer who worked on it for 6 months with the help of cub cadet techs and then dealer said it could not be fixed.i own a big pile of metal that i cannot use. i am 71 years old so it is extremely hard for me to use a push mower.
Business Response
Date: 08/23/2023
Dear ******,
A customer service agent has attempted to reach Mr. ******** several times regarding his complaint via phone and email however, he has not heard back from Mr. ********. Case number ********.
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc
Customer Answer
Date: 08/25/2023
I am rejecting this response because:
company never told me why they were trying to reach out to me.
Initial Complaint
Date:07/11/2023
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.
I purchased this lawnmower from Home Depot on 8:13:2021. The mower has been given me problems off an on the entire starting. However this past weekend it just wouldn’t start and I hav tried everyday since. I got to the warranty department and they gave me a work order # of *******. And two local repairmen. I contacted both of them and one will not work on the item and the other one will not work nothing but what they sale. So I am stuck with a mower that I can’t use. Plus on Monday I stayed on the phone from 10:00 to 1:30 central time and no one answered. The agent I spoke with thus mornings gave me a corporate number that they will not answer the phone so I am just discussed with this company/product.
Business Response
Date: 07/19/2023
Dear ******,

We request a hold on this complaint so that we can research and
investigate.

Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Customer Answer
Date: 07/21/2023
[Consumer filed duplicate complaint, see attachment]

Problem:
[BBB transcription via transfer, see Attached document]

The mower stated warranty is Four years and or 800 operating hours. My mower is 23 months old and has 50 operating hours. I call the company and they gave two places local but neither one would repair the mower. I then asked for my refund and I was told to go back to home depot. Then home depot called them and then they wanted me to ship the mower to Georgia.

Desired Resolution:
Refund

[BBB transcription via transfer, see Attached document]

I feel that the company sold me something with an understanding that they would stand behind it. at this point I feel I should get my refund for the entire amount. I have already put new plugs and filters on the mower plus it cost me so far $170.00 to have my yard cut
Business Response
Date: 07/27/2023
Dear ******,
A customer service supervisor has researched this complaint. He spoke with the owner of Woods Trading, a service center local to Mr. ******. The owner agreed to inspect and evaluate Mr. ******' unit to determine the cause of failure. She advised that the proof of purchase would need to be brought in with the unit in the event that a warranty claim would apply.
A call was placed to Mr. ****** and the above information was relayed to him. He has refused to have the unit evaluated by a service center and states he was going to attempt to get a refund from The Home Depot (where he purchased the unit). Since the unit was purchased directly from The Home Depot, we are not able to offer a refund. Case number ********.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Initial Complaint
Date:07/10/2023
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 BOLENS BL160 String Trimmer from MTD. It ran once last year; I De-Fueled it according to the recommended procedure for storage, and it was not used until yesterday. At that time, I fueled the unit, and it ran for approx. 3 minutes; then died. After four hours of frustration attempting to get the unit to run, I abandoned the effort. On Monday, 10 July 2023 I called MTD's ************** Number. After a combined ONE HOUR of hold time, I was directed to a local service center. I contacted them, and was told it would be "Probably Six to Eight Weeks" before they could EVALUATE the item. That is an unacceptable amount of time. Summer will effectively be over in 8 weeks.I am seeking replacement. In researching this model and attempting to troubleshoot it, I found that are are virtually NO positive reviews for the BL160 - It is manufactured for MTD in ******, and service problems abound. MTD is no doubt aware of these issues, but has done nothing to resolve them.
Business Response
Date: 07/19/2023
Dear ******,
We request a hold on this complaint so that we can research and investigate.
Sincerely,
************************* & ******, Inc.
formerly MTD Products Inc
Business Response
Date: 08/04/2023
Dear ******,
A customer service agent has spoken with ******************** and has successfully submitted an order for a new unit to be sent out. Case number 08996133.
Sincerely,
************************* & ******
formerly MTD Products Inc
Initial Complaint
Date:07/09/2023
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.
We purchased a Craftsman self-propelled lawn mower at ****’s on 5/30/23. We were getting ready to use the mower and happened to see that the air filter and cover for that compartment was missing. We contacted ****’s but got no satisfaction from them so we emailed Craftsman. I received a response from ******* ****** and he said that he would forward the message to the proper person. We did not receive any correspondence from anyone so I emailed ******* again to see if he could help us. I then received an email from ********* ***** that the message was received but no response to the concern. We have made numerous attempts to speak to someone in customer service which is impossible - no chance to even leave a message for a callback! This whole situation is very frustrating and disappointing since we have used Craftsman products for years. All we want to know is if Craftsman will approve and/or MTD products will send us the missing air filter and cover for our new mower.
Business Response
Date: 07/10/2023
Dear ******,
We request a hold on this complaint to research and investigate.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Business Response
Date: 08/22/2023
[BBB transcription via email]

A customer service agent has left a message for *** **** asking her to call ************** in order to get more information about the part she is looking for.

If she could provide the model number, serial number and engine number of the unit through her BBB complaint, it would help in locating the correct parts for her unit.

Sincerely,

Stanley Black & Decker

formerly MTD Products Inc
Initial Complaint
Date:07/07/2023
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.
My electric lawn mower stopped working and was under warranty so I called the nearest Cub Cadet authorized dealer to fix my mower. The nearest dealer was ******* **** in **********, *********. They told me they could get to it in 2 to 3 weeks, that was 13 plus weeks ago, They have never called me to update me on the status of my mower. I have called them several time and have always been given excuses. This is not acceptable as the mower was under warranty and I have had to find other means to keep my acre plus mowed. I am 66 and disabled and depend on that mower to get around the yard also. That is one of the reasons I bought electric, less maintenance. This is unacceptable. Please help me.
Business Response
Date: 07/10/2023
Dear ******,
We request a hold on this complaint to research and investigate.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Business Response
Date: 07/21/2023
Dear ******,
A reimbursement check was mailed from our banking institution to Mr. ******* on July 19, 2023.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Customer Answer
Date: 07/26/2023
I am rejecting this response because:
I have yet to receive a check that was mailed over a week ago. **** checked today, Wednesday July 26, 2023. Looks like another, "The check is in the mail" scam. Let me know when they really send the check .
Business Response
Date: 07/27/2023
Dear ******,
We sincerely apologize for the delay in Mr. ******* receiving his check. I have been advised that there was an issue with the bank which we have been told is now corrected. A new reimbursement check has been generated and was mailed from our bank on July 26, 2023 out of **********, **. Case number ********.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Customer Answer
Date: 07/29/2023
I got the checks today for the mower, one is postdated, but both are for the full amount. As you can see from the attachment, I already bought a new Cub Cadet mower. Thanks you Cub Cadet for standing behind your product, even if it was a hassle. **** *******
Customer Answer
Date: 07/29/2023
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.

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