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

• 

  MTD Products

  5484 Highway 145 South Verona, MS 38879

• 

  Craftsman

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

• 

  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:05/25/2023

  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.

  I have a cub cadet mower that isn’t even 3 years old and has always been well maintained and taken care of regularly. It has 62.3 hours in it only and the motor blew today. I can’t get a hold of anyone at Cub at all to help with this issue. This mower is basically brand new due to the hours this shouldn’t happen. It had just had an oil change in April and completely gone thru before the first mow of the season. I need this mower replaced as this isn’t something that should happen!

  Business Response

  Date: 06/07/2023

  Dear ******,

  A customer service agent has researched this complaint and spoken with the dealer that currently has the unit in for inspection to determine the issue. We are waiting for the dealer to report back with their findings.

  Sincerely,

  Stanley Black & Decker, Inc.

  formerly MTD Products Inc

  Customer Answer

  Date: 06/07/2023

   I am rejecting this response because:
  
  
  Issue isn’t resolved yet I’m still without mower and waiting for additional information.

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Cub Cadet Enduro Rider XT1 mower from ******* ****** on 3/20/2022. It performed wonderful at first, I kept up with all the service requirements also. Upon the first air filter change at 50hrs, I realized that there was major damage as the filter had pretty much collapsed from within. I replaced the filter and the mower seemed to be fine so I used it as normal. At the beginning of this season I changed the oil again at 70 hrs. On 3/25/2023 I was mowing and all of the sudden it shut down due to the motor locking up. I took it to our recommended local authorized Kohler and Cub Cadet repair shop in *** ********** They said the damage was due to lack oil and not covered under Cub Cadets 3 year unlimited hour warranty. It took 2 months for them to give me a final answer on if it was covered or not and I had to call the Kohler myself to get them to give me a final answer. I had asked multiple times to where the oil could had gone since I know I had just serviced the oil at the 70 hours. I told them everytime I turned the mower on before the issues it blew out white smoke. They charged me for "tearing engine down" but simply just removed the engine from the motor and did not actually open the engine up or remove valve covers. So after being told that it was "my fault" due to lack of oil even thought it was serviced regularly, I reached out to another mechanic. After I explained to him the issues I had with the white smoke, air filter damage early on. He immediately said that the air filter had taken in dirt and sand to the engine, there was visible dirt in the intake from where the original air filter went bad prematurely. Damaging the engine internally causing oil to slip past the rings. Hence the white smoke, the oil was slowly burning off with out any knowledge. Cub Cadet and Kohler both told me that my engine is not covered on my 3 year warranty. I'm out $2300 for their defect. They need to be responsible for a faulty air filter that took out my motor.

  Business Response

  Date: 06/07/2023

  Dear ******,

  A customer service agent has researched this complaint and due to the engine being a Kohler engine, the warranty issue will need to be addressed with Kohler.  Case number ********.

  Sincerely,

  Stanley Black & Decker, Inc.

  formerly MTD Products Inc

  Customer Answer

  Date: 06/11/2023

   I am rejecting this response because: I bought a Cub-cadet lawnmower, not a Kolher.  I tried to deal with Kolher and that was a waste of my time.  I shouldn't have to deal with multiple manufacturers when buying a single product. I followed all instructions in the owners manual that Cub-cadet provides (not kolher) and the product (motor)  failed way before it should have. Pushing your company's product warranty off to another company is just poor business practices.  Cub-cadet should honor THEIR warranty and make this right. 
  
  
  
  

  Business Response

  Date: 06/12/2023

  Dear ******,

  Cub Cadet does not manufacture Kohler engines and therefore did not manufacture the engine in Mr. ******'s unit. The engine warranty will need to be addressed with Kohler.  Case number ********.

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

  Customer Answer

  Date: 06/14/2023

   I am rejecting this response because: at this point Cub Cadet simply just trying to put the blame off on somebody else so they don't have to cover their warranty. Kohler does not sell mowers with 3 year warranties Cub Cadet does. No Cub Cadet may not have made the engine that  goes on the mower but they did install it and sell it as their product. Therefore they should be responsible for the product they sold . You should not have to deal with multiple manufacturers with buying a single product .my tractor is a ******** it has an ********** motor ******** covers all warranty see how that works also have a *** *** lawn mower  that has a ****** * ******** motor *** *** comes all covers all warranty but you buy a Cub Cadet and you got to call Kohler for the motor and even after dealing with Kohler and nothing is done you reach back out to the company you bought the lawn mower from and they just want to put the blame on someone else at this point I will never recommend Cub Cadet .
  
  
  
  

• Initial Complaint

  Date:05/23/2023

  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.

  I ordered an electric riding cub cadet lawn mower on 5/7/23. I received the mower 5/16/23. After uncrating the mower and charging the battery I attempted to use it. It ran rough, mowed one short strip and stopped. Error code 228 appeared. I pushed the mower into the garage for the night and called both cub cadet and the store it was purchased from. No one wanted to resolve the problem. I was told the error code was very rare for a brand new mower that that the machine was defective from the factory. The store did nothing. I talked to a "***" from cub cadet the following three days trying to seek a resolution. There was no resolution that did not involve me spending money to take the mower to an authorized dealer. I was given a case number 08867892. Finally on Friday 5/19/23 *** said that I would be reimbursed the cost of the defective mower but not the shipping. He said an authorized dealer would come and pick up the machine. I told him I wanted a full refund. He never gave me a date or any details regarding a refund. I never received a call or email making this official. I was the one that had to hound him for a resolution. I tried calling cub cadet the following Monday but sat on hold forever. Instead of chasing this thing to the end, I filed a dispute with my credit card company. MTD sent me a follow-up survey to see how their customer service had been through a link to wwwClicktools.com referencing my case number but the website takes too long to load and cannot be reached. If it was not for being able to file a dispute I would be stuck with a useless mower that won't even start let alone cut grass. I will not reach out to them again. I want them to pick up the mower because it is in my way and I want to be finished with this $3,500 transaction. MTD does not care what happens when their products are defective-- and they expect the customer to take the loss in trying to seek restitution. I paid for a working machine --not a huge problem.

  Business Response

  Date: 06/07/2023

  Dear ******,

  A customer service agent has been in contact with Ms. ***** as well as her credit card company.  Ms. ***** advised that she will not release the unit until she has received either a reimbursement check or a credit on her credit card.  When he spoke with the credit card company, he was advised that Ms. ***** has disputed the charge on her credit card, they could not access the records and they could not connect him with the Dispute Team.  Since our agent is not the card holder, the only information they could provide was that there was a dispute.  We cannot issue a reimbursement since the charges are being disputed and the credit card company agent instructed our agent to wait until the Dispute Team contacts us.

  Sincerely,

  Stanley Black & Decker, Inc.

  formerly MTD Products Inc

  Customer Answer

  Date: 06/07/2023

   I am rejecting this response because:  I have been told by my credit card company  that if I was issued a full credit by MTD  that they would rescind the credit they gave me while this case is being disputed.  Otherwise, my credit card company's credit for the dispute will stand.  The mower needs to be picked up and some kind of official receipt should be given to me as proof they have the mower in their possession.  I cannot reach MTD's rep that I have been working with.  I had tried to reach someone to discuss the case with and was on hold for over two hours and ten minutes.  I will not waste any  more of my time on hold.  The rep has all the information on the dispute as well as my phone number and email address.  I have been the one chasing a resolution.  I was given a bogus call back number by the rep who even referred to it as an "old"  number the last time we spoke.  So MTD could issue me a credit and pick up the mower or they could let my credit card company continue to work through their process.  My credit card company would remove their credit and the case would be closed if they received a refund from MTD.  The rep had told me previously that they would refund me the cost of the mower.  When I asked about the shipping charges he just made a sound like he was not sure the shipping would be part of the refund.  He said I misunderstood him -- I did not.  I think it is stunning that they have given me the run around and let me sit on hold for hours to try to get a refund on something that has a defect straight from the factory.  They should have done the right thing and taken care of the situation without making me chase them down or have to file a dispute.  They have no customer service because they don't want to cough up the credit to the customer.  They just pass your call around trying to make you give up and take the loss.  If I did not have **** in my corner I would have taken a  big loss.
  
  
  
  

  Business Response

  Date: 06/12/2023

  Dear ******,

  A customer service agent once again spoke with a representative from USAA in the credit card department in an effort to resolve this matter.  They could not give our agent any information about the case, so our agent did a conference call to Ms. ***** with the USAA representative on the line.  A voice mail was left for Ms. ***** by our agent with the USAA representative on the line and listening.  Case number ********.
  Sincerely,
  Stanley Black & Decker, Inc.
  formerly MTD Products Inc

  Customer Answer

  Date: 06/12/2023

   I am rejecting this response because:
  That is a flat out lie.  I never received a call from MTD with a USAA rep.  There is no phone message on my answering machine from either MTD or USAA.  I did receive a call from USAA bringing me up to date with communications.  I sent USAA a copy of MTD's last entry with the BBB.  As stated in my last response: USAA told me that if MTD issued a credit for the entire amount USAA would rescind their credit to me.  Otherwise USAA will continue to work on my behalf.  I would welcome this case being resolved and their inoperable mower taken away.  Does MTD think that USAA would allow me to keep both credits?  NO.  Once they receive a credit from MTD they would remove their credit to me.  I cannot make it any more clearer than that.  But to make up a story that we had a conference call and that I was left a message is completely false.  I am wondering when this bogus call was made.  It is impossible to reach anyone at MTD -- but they have my contact info and I am usually home all day being retired.  Though I may not be reachable if I am outside mowing my lawn I do have an answering machine with no messages left by either USAA or MTD.
  
  

• Initial Complaint

  Date:05/20/2023

  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.

  We have just under 10 acres of land, in the fingers of mountains, so it is all on a slope. After much thought, we purchased the Cub Cadet Pro Z (just under $22,500) Which we got from West *********************** That was on 9/30/2022, with 1 hr. drive time on its meter. We were able to mow the lawn in about 1/2 the time it was taking ** before. Sadly, we only mowed twice, when in October the left rear drive broke, and the hydraulic fluids leaked out. We took it back for warranty repairs. When my husband arrived, a worker saw him getting the mower off the flat bed, ushered my husband off, took his key and stepped on the gas and bent our ramp ($140) and marked the deck of the mower. We did not get it back until 12/5/2022. We brought it home and put it away for the winter. We got it out for the first mowing this year, my husband drove @ 50 and the steering box broke. We again returned it on 4/19/2023 for repairs. At this point it has **** hours on the meter, meaning we have only driven it 9.5 hours.Each time we need to transport it to and from the dealer, we need to pay someone with a flatbed or rent a U-Haul (more money). During the time it is at the shop, the mower sits outside in the elements, we keep it clean and in an enclosed garage.I have tried several times to get a time frame on repairs, with no results. Club Cadets hold times are long, get disconnected and hard to get an actual human to speak to. Cub Cadet last told me they need a warranty claim # from the dealer to give me a status. West ********************** says they will not get a warranty claim # until after the repairs are completed.Following is the information I do have at this point:West ********************** ********** Phone: ************ Cub Cadet **************** #: ************ Model#: *********** SER#: *********** Description: PRO Z 972 SDL EFI, 38 Case #: ******** In summary we have put out a lot of money and cannot mow our lawn. I think a quick repair or replace would be best.

  Business Response

  Date: 05/26/2023

  Dear ******,

  Please be advised that a customer service agent has researched ******************** complaint and has found that the unit has been fixed and picked up by *****************  Case number ********.

  Sincerely,

  ************************* & ******, Inc.

  formerly MTD Products Inc

  Customer Answer

  Date: 05/29/2023

  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. Just wish MTD's customer service number was easier to get through to and get answers. Thank you for your time and consideration.

• Initial Complaint

  Date:05/20/2023

  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 July 26, 2018 I purchased a 750 cub cadet challenger for $12,199.00 at ****** Lawn and ******** located at *****************************************************. I picked up the machine tools it home and put it in my garage. My son came to my home to look at it he noticed the top radiator hose was leaking antifreeze. I had to load it up and take it back to be repaired, I hadnt even taken it for a ride. The replaced the hose and filled it with antifreeze but did not do it correctly, it started overheating. I managed to make the repair myself. I went to go for a ride a few weeks later turned the key and nothing it wouldnt do anything. I located a broken fuse, I replaced it and it broke again. I found an electrical short in the tail lights I unplugged the taillight loaded it back onto my trailer and took it back to have ***** make the repairs. It was working fine for a little while but then I had to take it back for a recall for the third time I had to take it back. It worked for a while and then the side marker light broke. I used for a while again and then early November I started it up and was backing out of my garage it made a weird noise and shut off never starting again. I took it to **************** *************************************************************** they sad the motor was not repairable and I need a new one. I dropped it off on 11/10/20 and did not get it back until 01/22/21 The original motor had 114 hours and 808 miles and cost $4,995.00 to replace. The cub cadet representative said they couldnt do anything to help. Today is May 20, 2023 and the second motor has done something similar.

  Business Response

  Date: 05/26/2023

  Dear ******,

  Our customer service team needs additional time to research and respond to this complaint. We request that you place this complaint on hold.
  

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

  Business Response

  Date: 06/12/2023

  Dear ******,

  Please be advised that the parts were sent to the dealer at no charge to ****************** as a courtesy due to the issues he was experiencing. Case number 08885859.

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

• Initial Complaint

  Date:05/16/2023

  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 had been a satisfied Cub Cadet owner having previously had an RZT S but since buying a CC30e (now owning a smaller property and wanting an electric riding mower) I am totally dissatisfied with this product. My complaints with the CC30e are many and serious to the point at which I am considering scrapping the mower after only 2 years. The issues are:
  1. The steering mechanism appears to be stripping out and will not turn the wheels if the steering wheel is turned too sharp and/or the front wheels present any resistance, i.e. the mower is not moving, any slight grade or obstacle. Sometimes I need to back up of get off the mower to manually move the front of the mower!
  2. The mower can fail to start up. Pressing start does not function. This happened twice yesterday and finally had to tow the mower into the garage. The battery SOC was 50% so it should have started.
  3. The mower is unstable to the point of being dangerous. I live on a hill but even considering that ,the center of gravity on the mower is high and the wheel track is narrow which makes the mower prone to tipping. The mower has actually thrown me off on the verge of tipping. I am aware of the slope safety limit but this feels like it will tip before that.
  4. The rear differential drive is problematic on any uneven ground because a wheel lifting will just spin and the mower will not have traction. This will also cause me to either back up or rock the mower to try to get traction. The RZT S is probably one of the best performing mowers for uneven or hilly grounds but the CC30e is probably one of the worst.
  
  The CC30e has such serious issues that I don’t like to use it and feel unsafe with it. After only 2 years it may be destined for scrap. Not good considering I paid $3k for it. We used the RZT S for 7 years and it worked great for us but the CC30e is really a poor and unsafe product.

  Business Response

  Date: 06/12/2023

  Dear ******,

  A customer service agent has emailed Mr. ********* to advise him of 2 certified service dealers in his area. Before we can proceed, a certified service dealer will need to evaluate the unit and determine the issue. Case number ********.

  ***** ********** ****
  *** ***** ******* ******** ** *****
  ***** ********
  
  ****** ***** ****
  **** *** ****** ********t, ********** ** *****
  ***** ********

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

  Customer Answer

  Date: 06/14/2023

   I am rejecting this response because:  The CC30e mower was returned to where it was purchased for evaluation and repair (**** ***** *** ******** ***** ****** ***** ***** ****** ** *****).  That has been 3 weeks ago with no response from them yet.  They are 50 miles away.  A closer Cub Cadet service dealer refused to service this type of mower.
  
  
  
  

  Business Response

  Date: 06/16/2023

  Dear ******,

  A customer service agent has spoken with a representative at **** ***** * ******* and the representative advised that they have received the parts to fix the unit.  They hope to have the unit fixed early next week.

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

  Customer Answer

  Date: 06/18/2023

  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.  I still regret purchasing this product and think that the design and quality is poor and that the product is dangerous.

• Initial Complaint

  Date:05/15/2023

  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.

  In March we sent our lawnmower to an approved repair center to see what was wrong with our lawnmower. My case number with Cub Cadet warranty is ********. They were going to send them the transmission because it has failed. It is still under warranty. The service center has not yet received the transmission and after several attempts to get tracking information they keep running them around in circles. My husband and I both have tried to contact cub cadet but they do not answer we have waited over three hours on hold for days and no one answers. I have tried emailing them and they say to contact *******************. I need them to make this right. We have been without our lawnmower for over two months.

  Business Response

  Date: 05/19/2023

  Dear ******,

  We request a standard extension to research and respond to this complaint.

  Sincerely,

  *******, Black & ******, Inc.

  formerly MTD Products Inc

  Business Response

  Date: 05/23/2023

  Dear ******,

  A customer service agent has spoken with ********************** and she reported to the agent that the unit has been fixed and therefore, this case can be closed.

  Sincerely,

  ************************* & ******, Inc.

  formerly MTD Products Inc

  Customer Answer

  Date: 03/25/2024

  The matter was finally resolved.

• Initial Complaint

  Date:05/12/2023

  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.

  Purchased a replacement back tire for my zero turn mower. Paid an extra $40 for next day shipping as it's the Spring and the gross won't stop growing!Got the package in 2 days - but with the completely wrong tire. Called customer service multiple times (currently on hold with them for my 3rd try). Had LONG wait times (1+ each time) and everytime they explained the only way they could do a refund is if I pay to ship the tire back to them. Shipping the tire back would be another $40+ dollars out of my pocket. I explained this was their mistake, so they need to pay for shipping it back and ship the correct tire to me for free. They said No - and that if I didn't agree I could try to do a charge back with my ******************** What a joke...Giving them one last try to do the right thing - but between the hold times and them refusing to correct their mistake, it's very frustrating.

  Business Response

  Date: 05/15/2023

  Dear ******,

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

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

  Business Response

  Date: 05/26/2023

  Dear ******,

  Our customer service team needs additional time to research and respond to this complaint. We request that you place this complaint on hold.

  Sincerely,

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

  Business Response

  Date: 06/06/2023

  Dear ******,

  A customer service agent has attempted to reach ******************** via email and phone to verify the serial number and model number of the unit in question.  Please have him either respond to the email that came from ************ at *********************************** or call ************** in order to verify the unit information.  His case number is ********.

  Sincerely,

  ************************* & ******, Inc.

  formerly MTD Products Inc

• Initial Complaint

  Date:05/12/2023

  Type:Delivery 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.

  Order placed 5/5/23 on website.
  Credit card charged in 5/11/23 for parts that have not been shipped. Chatted with customer service on 5/11/23 who said I must call to resolve. 1st agent on ************ said must transfer to Level 2 at ************. On hold for more than 2 hours and no one answered. When trying to call level 2 today, doesn't even ring but goes directly to music.

  Business Response

  Date: 05/23/2023

  Dear ******,

  Please be advised that a full refund is being processed for the order that was not received by Mr. *******.  We ask that Mr. ******* please call ************** to re-place the order.  The best time to call would be early morning.  Case number ********.

  Sincerely,

  Stanley, Black & Decker, Inc.

  formerly, MTD Products Inc

  Customer Answer

  Date: 05/24/2023

   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:05/11/2023

  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 contacted cub cadet on the phone multiple times to get what I needed. They did not listen to me and called me a liar. This is unacceptable. I want the money they stole from me because I told the first person I spoke with what I wanted to order and I did not receive what I expected. My problem is that my lawn tractor is old model and the parts I need (tires) are not available anywhere I have checked. I called their customer service line and the woman sold me a tire that isn't the right size 20-10-8, I need a 20-9-8. I also told her I needed 2 of them but when I got the order I only received one. I called back to tell them I didn't get the right size tire nor was it 2 like the representative said I'd be receiving. The next rep I talked to told me I could pay for a second one but she apologized the first rep told me incorrect info. I was mislead and I am not happy. They wouldn't handle my problem just kept telling me that they are very busy right now and to please hold for a lvl 2 representative. I waited on hold over an hr and didn't speak to another person regarding my order.

  Business Response

  Date: 06/06/2023

  Dear ******,

  In order to move forward with researching this complaint, we need the model and serial number of Mr. ****'s unit.  Please have him either call ************** and reference case number ******** to provide the information or a response through you to provide the information.

  Sincerely,

  Stanley Black & Decker, Inc.

  formerly MTD Products Inc

  Customer Answer

  Date: 06/07/2023

   I am rejecting this response because:
  I have emailed cub cadet back and have not received a response. 
  I ordered 2 tires on the phone and received one. I didn't even ask for the size they sent and the response I got was the system was changed to this size. Well that isn't the size my tractor has on it. Mine clearly show the size and this is not it. I have verified my unit number and the tire that is already on it with cub cadet imprinted on it.