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

  5484 Highway 145 South Verona, MS 38879

• 

  Cub Cadet

  PO Box 731 Mahwah, NJ 07430-0731

• 

  MTD Products

  6978 E. Century Park Dr. Tucson, AZ 85756

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

• Initial Complaint

  Date:07/05/2023

  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.

  I have been trying to find parts for my riding mower. I have looked up the part and corresponding number and it does not match what actual part is on the machine! Any local dealers have the same issue. Customer service is very slow or non existent. Is this what planned obsolescence looks like? You wonder

  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 customer service agent has been in contact with *** ******* and he advised our agent that he now has the parts he needs for his unit.

  Sincerely,
  Stanley Black & Decker, Inc.
  formerly MTD Products Inc

  Customer Answer

  Date: 07/22/2023

   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:07/02/2023

  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.

  Purchased a riding lawn mower it doesnt have very much riding hours. I have had this mower in for repair several times. Spent close to a thousand dollars in repair. Now they are saying it could be the engine and its broke. From the day I purchade it it has had issues. I now have to purchase a new mower. This is for disabled veteran who cannot mow the lawn with a push 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: 07/25/2023

  Dear ******,

  Please be advised that a customer service agent has reached out to Ms. ****** via phone and email to get further information regarding the issues with her unit.  She may respond to the email that he sent her or call 1-***-***-**** and reference case number ********.

  Sincerely,
  Stanley Black & Decker, Inc.
  formerly MTD Products Inc

  Customer Answer

  Date: 07/25/2023

  I reached out.  This is what I got back.  Tried calling on phone sat on hold for 30 mins.  

  Business Response

  Date: 07/27/2023

  Dear ******,
  
  In order to be able to accurately research this complaint and make a determination, we need a copy of the bill of sale and a copy of any and all repair documents for the unit.  Those documents can be uploaded as additional documents to her complaint and they will be evaluated by customer service.  Case number ********.

  Sincerely,
  Stanley Black & Decker, Inc.
  formerly MTD Products Inc

  Customer Answer

  Date: 08/30/2023

  I am still trying to get the invoices for the many repairs

  Customer Answer

  Date: 07/01/2024

  [[BBB transcription via duplicate complaint, see attachments]]

   

  I purchase lawn mower in 2020. I have had nothing but problems with it. It has a little over 100 hours on it. Have been going back and forth with Home Depot and mtd since. Been run around in circles. In July contacted BBB Who had MTD reach out to see about replacing it. Sent info over they requested then they ghosted me. I heard nothing wouldnt answer phone calls etc. I had major surgery and it got dropped. Took lawn mower in for yet another repair. Got it back. Started it up. It ran for approx 5 mins made a loud bang stopped working. Found a part blew a hole all the way through motor. Tried to reach out to MTD again told case was closed wont help me. Tried home depot to get help with manufacture. Told they dont replace mowers even though I didnt ask them for that i asked for assistance with MTD. Transferred me to store who told me since I waited so long they wont help me at all. I did not wait spoke to them many times they always told me to go to manufacturer. Now I have spent a lot of money on a lawnmower that has approximately 100 hours. Thats 25 hours a year. Thats not a lot and been in repair 3 times and now has a giant hole in the engine. I want this lawn mower replaced.

  Business Response

  Date: 07/01/2024

  Good Afternoon ***** ******,
  
  We’re sorry to hear that you haven’t been satisfied with your equipment, and that you haven’t received the answers you were looking for from our customer support team. Our records indicate that on 7/21/2023, there was email correspondence with one of our technical support advocates who requested that you submit your service invoices so he could look into this for you further. We do not have any sales or service receipts or invoices on file that were submitted on your end as requested within your email sent on 7/25/2023. The next correspondence we have on record was an email that you sent to us on 6/28/2024 requesting that someone give you a call, and that you will be filing a complaint with your Attorney General. 
  
  Please respond with the requested service invoices as well as your sales receipt so we can look into this further for you, and assist with finding resolution to this matter.
  
  Let us know if you have any questions or need further assistance. 
  
  Sincerely, 
  
  MTD Products by Stanley Black & Decker
  
  

• Initial Complaint

  Date:06/30/2023

  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.

  After going back and forth with the company over a faulty weed eater for the last three months, on the phone hours at a time including right now, dealing with their faulty local service center. I have taken it to another service center much further away for them to diagnose it as a blown engine. While a year remains on my warranty, I was given a number to call with my service ticket in order to get my money back. I have literally been on the phone this morning 3 times for a total of 2 1/2 hours trying to email them the service slip and information to get my refund processing. Every time, the email gets kicked back stating their email is full and cannot be delivered. I call back they try a "different" email of update the link sent to me and the same thing happens. I am not sure if this is proper standards for them to not care for the customer and try to jerk them around to tire them out so as to not try and get their money back or what. This has gone on for three months now and here in the final process of dealing with them nothing is still getting done about it. I have spent the equivalent of close to 12 hours of phone time with them as you have to get transferred here then there. This is absolutely ridiculous and ill business behavior and practices. As I am about to file this it has been 1:18 in time waiting for the warranty dept to pick up again, as well I have tried to deliver email from my school account as well the email they have and its still getting kicked back.

  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 ******,

  Please be advised that a reimbursement check was mailed to Mr. ******** in the amount of $175.99 on July 19, 2023 from our banking institution.

  Sincerely,
  Stanley Black & Decker, Inc.
  formerly MTD Products Inc

• Initial Complaint

  Date:06/28/2023

  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.

  I purchased a Craftsman 30" riding mower in March of this year. I am 5' 11" tall and way only 175 lbs. I have used the mower about a dozen times and the seat is disintegrating. Pictures clearly show the disintegration. I contacted Craftsman and was told I had to deal with MTDproducts, which manufactured the seat. Even though it's a Craftsman product, Craftsman has passed the buck. I contacted MTDproducts and was told that I would have to follow a time consuming, expensive and unreasonable process for me to have the seat examined to determine it was defective. A few pictures that I could mail to them would clearly show it's defective. I have attached a few pictures to this complaint that do not show the full disintegration of the seat because I fear that removing the duct tape would result in further damage. The back of one picture shows a light grey area below the duct tape where I glued a few smaller tears back together and another picture shows the bottom of the seat on the side with the duct tape where I also attempted to glue a tear . I would be willing to remove the duct tape to take further pictures if assured that I will get a new seat. I believe that I'm entitled to a new seat shipped to me free of charge.

  Business Response

  Date: 06/30/2023

  Dear ******,

  We request a hold on this complaint while we research and investigate.

  Sincerely,

  Stanley Black & Decker, Inc.
  formerly MTD Products Inc

  Business Response

  Date: 07/21/2023

  Dear ******,

  Please be advised that a new seat has been ordered by a customer service agent and *** ******** has been advised of the developments.

  Sincerely,
  Stanley Black & Decker, Inc.
  formerly MTD Products Inc

  Customer Answer

  Date: 07/21/2023

   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:06/23/2023

  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.

  On April 10, I contacted Craftsman Tools--a division of MTD--to let them know that I had a tool with a lifetime warranty that had broken. The tool, when new, cost approximately $60.00. The tool in question is a ******** plier, part number *****.
  
  When I contacted Craftsman, they explained that the ******** was no longer in production, and asked that I accept a pair of inexpensive channel locks, or that I choose a replacement from a catalog they provided. I chose a *********, which is very close in function to the ********. They told me that this item was "not available for replacement" and asked me to take the $10.00 channel locks.
  
  When I told them that this was not an acceptable solution, they told me that now, the **** ***** was out of stock. I said I would wait. Now, two months later, I have again contacted them to ask if the item is in stock, and they are telling me that I need to accept the $10.00 channel locks to replace my $60.00 ******** pliers.
  
  Obviously, it is in Craftsman's interests to try to get people to settle for less expensive replacements, but this is not in keeping with their warranty policy. I would like an appropriate (meaning of equal value) replacement for the tool that broke.

  Business Response

  Date: 07/11/2023

  We contacted the customer and apologized for the delay in sending them the ********* pliers.  An order has been placed and should arrive within the next couple weeks.

  Customer Answer

  Date: 07/18/2023

  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. However, I think they should respond to customer concerns and honor their warranty without the need to get the BBB involved. This was a major ordeal, with poor customer service overall and many people in the organization who clearly didn't care about the reputation of their products. It shouldn't take ten emails and a BBB complaint to get a Craftsman tool replaced when it breaks. 

• Initial Complaint

  Date:06/20/2023

  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.

  On April 15, 2016 I purchased a brand new ***** riding mower and the optional bagger from MTD ************ online.
  
  Total cost of this order was$4337.39 which i charged to my Discover card. Order number was ************. Mower was $3599.00 and bagger was $389.99.
  
  I received the order on April 18, 2023. Upon unpacking the optional bagger system I noticed it was missing 2 major parts and was inoperable.
  
  I contacted customer service and advised them of this. I was told that they would send a a trucking company to pick it up for return and that I would be refunded once it was received back at their shipping dept. Based on this conversation
  I ordered another bagger attachment from MTD online on May 12th, 2023. Order number was ********** in the amount of $369.24.
  
  This bagger was received on May 15, 2023 with no issues.
  
  The trucking company that was supposed to pick up the original bagger with missing parts did not do so though I had the item in my driveway for them to pick up as instructed.
  
  They delivered order
  ********** but did not pick up the original bagger I ordered! Order number
  ************.
  
  I have made multiple calls to MTD to follow up on my refund status.
  
  On May 25, 2023, I was advised my refund to my original form of payment was in process. I called again on June 15, 2023 as I still had not received my refund. I was advised someone call or email me with an update.
  
  As of today, June 20th, 2023. I still have not received a refund nor any communications from MTD.
  
  I am reaching out to you to report this issue for assistance inresolution to this issues. I want a refund for the amount of $389.99 plus sales tax that I initially paid for the first bagger I received that was missing parts. The open case number at MTD for this issue is ********.

  Business Response

  Date: 10/18/2023

  Hello,

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

  Sincerely,
  Stanley Black & Decker
  formerly MTD Products Inc

  Customer Answer

  Date: 10/19/2023

   I am rejecting this response because:
  I never received a call from the company.  If they attempted to contact me, I have a voice mail in which they could have left me a message.  I would have called them back as soon as possible to resolve this.
  
  

  Customer Answer

  Date: 10/19/2023

  I will provide a second phone number where mtd can contact me as well.  ************. This is my home phone. 

  Business Response

  Date: 10/26/2023

  Good afternoon,

  Please be advised that the phone number provided is the phone number our agent has been calling.  Our agent will call again Friday, October 27th between 8 am and 10 am.  Case number ********.

  Sincerely,
  Stanley Black & Decker
  formerly MTD Products Inc

  Customer Answer

  Date: 10/27/2023

  I did receive a call for the first time today by a rep from mtd.  

  I have provided them with additional information as well as receipts that support my request for refund.  Hopefully this will allow resolution. 

  Business Response

  Date: 11/02/2023

  Good morning,

  After additional
  investigation into your complaint, we have found that you contacted your banking
  institution associated with your credit card and disputed charges in the amount
  of $518.99 (cost of the bagger, freight and taxes) on 5/10/23 which would have
  been for the damaged bagger.  The banking institution/credit card company then charged Stanley Black & Decker/MTD Products $518.99 so that they could reverse the charges on your account.  So, the refund for the damaged bagger went through several months ago.  If you have any questions surrounding those charges, please
  reach out to your banking institution/credit card company.

  Sincerely,
  Stanley Black & Decker
  formerly MTD Products Inc

  Customer Answer

  Date: 11/08/2023

   I am rejecting this response because: 

  Though I disputed this transaction as indicated,  ******** card reversed the credit on May 28, 2023  based on Cub Cadet disputing this credit. 

   

  I have attached a picture of the official letter provided to me by ******** I indicating my initial credit has been reversed.    Where as Cub Cadet has accepted responsibility for my receiving a bagger with missing parts and agreeing to reimburse me in the amount of $518.99,  (which I have in writing and documented via communicationwith MTD support), Cub Cadet still owes me $518.99.  I will continue to dispute this case until I am rightfully reimbursement in the amount of $518.99.

  
  
  
  

  
  

• Initial Complaint

  Date:06/12/2023

  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.

  On 5/17/23 I ordered a carburetor from MTD Products Order# ************ and it was damaged beyond repair. I called their customer service line and after 45 minutes of hold time I spoke to someone that assured me I would get a full refund including the freight charges- $36.03. I returned the item and had to pay an additional $10.20 shipping. I was credited only $28.54 which did not include the freight charge. I have tried repeatedly to get through to customer service and have spent an hour and a half on hold only to be disconnected and I tried the on line chat and waited over 20 minutes and could not get a live person. The return case #is ********. This level of customer service is unacceptable. I am requesting that both freight charges be refunded to me $7.49+ $10.20= $17.69

  Business Response

  Date: 06/16/2023

  Dear ******,

  A credit has been applied to Mr. **********s account used to purchase the part. A copy of the receipt for that credit is attached.  Please allow 1-2 billing cycles for the credit to appear on the account. Case number ********.

  Sincerely,
  Stanley, Black & Decker, Inc.
  formerly MTD Products Inc

  Customer Answer

  Date: 06/16/2023

  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:06/11/2023

  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.

  On May 30, 2023 I purchased a Cub Cadet 30 inch riding mower online through Home Dep. in Lufkin, TX for $2,218.40. Upon delivery, I noticed the seat was not the same one that's pictured in the ad. The one that was suppose to come with the one I ordered was pictured taller, and with a comfort style fit. I search reviews of this mower on Home Depots website, and noticed some reviews voiced the same complaint. I contacted both Home Depot and MDT about this complaint. After a long wait, Home Dep. tranf. me to MDT with ref.#********. I then spoke with MDT, who advised that my model was suppose to have the nicer seat with the opening between the seat and back. The agent then responded that that part was currently on back order and that it would be a month before they would get any in. The agent then stated that they would give me the $375. seat as a one time courtesy per his superv., even though it's the one advertised on the mower I purchased. The agent then took my info. for shipping for when the seat was available. I had to repeat my address twice for the agent. The agent then said he would send me a verification email with the order number (#************). Upon review of the listed order #, I noticed my address was wrong and 500S was used instead of 5003. My city was also misspelled. Also, on the part # on the work order, it showed part #********** on one location and #********* on another place on the same work order. I then spoke to MDT via chat, who stated that he couldn't make the corrections and disconnected the chat. I then called back, and after an almost two hour wait to speak to MDT personnel, they said they made the correct changes on the address. I then later (2 days) checked the status of my order online, and found no corrections made. I then noticed the part # ordered on MDT site showing error no such part #. I noticed the seat I was supposed to get is available on their website, and believe that I was mislead about ever getting they correct seat.

  Business Response

  Date: 06/12/2023

  Dear ******,
  
  We request a standard extension/hold to research and respond to this complaint.  Thank you.
  
  Sincerely,
  Stanley Black & Decker, Inc.
  formerly MTD Products Inc

  Business Response

  Date: 06/16/2023

  Dear ******,

  A customer service agent has emailed Mr. ******** advising him that the correct seat is being shipped to him at no charge. Case number ********.

  Sincerely,
  Stanley, Black & Decker, Inc.
  formerly MTD Products Inc

• Initial Complaint

  Date:06/09/2023

  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 have been put on Hold for over 16 hours since April 10 2023 to speak to a customer service representative concerning warranty repair. just one time did a customer service worker answer just to put me back on hold.I bought their product confidently hoping it will be the last lawn mower I would need at age 67. I went to their warranty repair shop and their tec said he tried for 2 weeks to get a hold of MTD who acquired the **** bilt company to get confirmation to do work. I would like a full refund due to MTD not taking responsibility of their product.

  Business Response

  Date: 06/12/2023

  Dear ******,

  We request a standard extension/hold to research and respond to this complaint.  Thank you.

  Sincerely,
  ************************* & ******, Inc.
  formerly MTD Products Inc

  Business Response

  Date: 07/20/2023

  Dear ******,

  Please be advised that a reimbursement is being sent to ******************** in the amount of $95.20.  The check will generate from our banking institution in **********, ** on July 26, 2023.

  Sincerely,
  *******, Black & ******
  formerly MTD Products Inc

• Initial Complaint

  Date:06/08/2023

  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 cubcadet lower mower they will not repair it and I have not used it since Day 1 and
  o hrs on it and the dealers I took to not once but twice could not fix it they say I sales slip should
  say as is. but it does not I even register it and confirm it was covered same day it was bought
  this is stupid and uncall all I want is a working mower

  Business Response

  Date: 06/12/2023

  Dear ******,

  We request a standard extension/hold in order to research and respond to this complaint.  Thank you.

  Sincerely,
  Stanley Black & Decker, Inc.
  formerly MTD Products Inc

  Business Response

  Date: 06/21/2023

  Dear ******,

  Please be advised that a total reimbursement, including transportation, is being issued to Mr. ******.  The reimbursement check will mail from the bank on 6/28/23.  Case number ********.

  Sincerely,
  Stanley Black & Decker, Inc.
  formerly MTD Products Inc