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

347 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: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 am very ****** off, first check with *** ******** *******

*** ******** ******* Equipment
************
***** ********************** From: ******* *******
Sent: Friday, May 5, 2023 12:04 PM
To: ******************************* Subject: Massino 2016 cub cadet xt3 gsx (Value for Tractor)
Importance: High

This email address does not work (**********************).

From: ******* *******
Sent: Friday, May 5, 2023 11:55 AM
To: '********************'
Cc: '**********************'
Subject: Massino 2016 cub cadet xt3 gsx (Value for Tractor)
Importance: High

I am totally ****** off… What can I get (Value) for this 2016 xt3 gsx garden tractor, it has been in the shop, more than me using it (around 200 hours, if that)? It has been in that shop for several months now, *** ******** ******* (they are trying, to fix) I do not want the garden tractor back!!!

I have paid more than $3500,00 for service work 2016.

cub cadet xt3 gsx 25 hp
Model: *********** DOM: 04/20/2016
Serial Number: *********** *** ******** ******* Equipment
************
***** **********************
******* *******
**** ******** ****** **** ****** ******** ******** ********** ************ ********
Customer Answer
Date: 06/06/2023
[BBB transcription via email]

I am not back off, full refund for the cub Cardet and that includes all service work that *** ******** ******* can provided.

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

I am totally ****** off… What can I get (Value) for this 2016 xt3 gsx garden tractor, it has been in the shop, more than me using it (around 200 hours, if that)? It has been in that shop for several months now, *** ******** ******* (they are trying, to fix)

I do not want that garden tractor back!!!
Business Response
Date: 06/06/2023
Dear ******,
We have advised the dealer and Mr. ******* that we are repairing the unit for Mr. *******.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Customer Answer
Date: 06/06/2023
I am rejecting this response because: the tractor fixed, and I am told it can not be fixed. The tractor need to be replaced. as I have discussed with them, for years!!!
Initial Complaint
Date:04/27/2023
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 bought a brand new **** Bilt Pony **** HP in May of 2021. As of April of 2023, the oil pan on the mower completely cracked. After waiting for HOURS(literally) to talk to a **** Bilt customer service agent, I finally got a warranty case number and took it to my mechanic(************** Power Equipment in **********, **). After a week of back in forth with *************, ******** Pride informed me that ************* will not be honoring their two-year warranty. I now have to pay $650 to fix this mower. They said that the oil pan cracked due to over tightening on my part. Even if that were true, what evidence do they have that that is what caused the crack? Im contemplating a lawsuit if this is not resolved. ************* has also gotten numerous complaints on this VERY ISSUE with their mowers, and obviously they havent fixed it. Im not asking for a ridiculous amount of money. I simply want this to be fixed without having to pay for practically a brand new mower. I want ************* to repay me for the money I have to pay out of pocket for this failure to honor their warranty.
Business Response
Date: 05/03/2023
Dear ******,
We request a standard extension to research and respond to this complaint.
Sincerely,
************************* & ******, Inc.
formerly MTD Products Inc
Business Response
Date: 05/10/2023
Dear ******,
A customer service agent has spoken with **************** and he advised the agent that the unit has been fixed. Case number ********.
Sincerely,
************************* & ******, Inc.
formerly, MTD Products Inc
Initial Complaint
Date:04/25/2023
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.
4/17/23 i ordered tiller tires order number ************, paid for 1 day delivery, still have not received them. I paid 388.77. when i call, 3 times now, i get the same lady who says i have to talk to someone else and puts me on hold each time for over an hour and no one else ever comes on the phone to help. The tracking shows a label has been created but nothing else, tracking ******************, either send my tires or refund me my money
Business Response
Date: 04/26/2023
Dear ******,
We request a standard extension to research and respond to this complaint.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Business Response
Date: 05/03/2023
Dear ******,
Please be advised that Ms. ****** has been credited in full ($388.77) to the account used to purchase the unit. Depending on her banking institution, it could take one to two billing cycles before the credit will appear on her statement. Case number ********.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products, Inc
Initial Complaint
Date:04/24/2023
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 have a cub cadet lt42 efi. Doesn’t even have 100 hours on it. Decided to actually blow up. It blew a hole in the side by the starter and threw metal out and damaged my truck. I was loading stuff into the yard cart while this happened or it could have been my foot. Obviously upset about this I called to my dealer and they looked it up and that motor was discontinued (surprise… wonder why) and there are no replacement motors for it. So then you start looking into it and those motors seem to be an issue for others too. After calling customer service number and being on hold for over an hour I’m told the dealership is wrong it’s probably just backed ordered and they will not be helping with anything. So they make a piece of junk, damages my property, and then tell me there is no way to fix.
Business Response
Date: 04/26/2023
Dear ******,
We request a standard extension to research and respond to this complaint.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Business Response
Date: 05/03/2023
Dear ******,
Please be advised that a customer service agent has offered to cover a complete rebuild of the engine in the form of parts only (crankhose, piston, rods, etc.). This offer was relayed to Mr. ******* and he should be following up with the dealer locally to do the repair. Case number ********.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Initial Complaint
Date:04/17/2023
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 bought my 50 inch LT series tractor from *********** During winter of 2021-2022. Delivary was early 2022. I am in ******** so it wan't used until April 2022. It had two issues. It blows grass out of the left side and particularly left fron of deck. It covers the mulch in my yard with grass. When mowing by my pool deck it throiws grass 10 foot across the deck. My 20 year old 42 inch craftsman does not do this. I can go right along the edge of the mulch. I also tried a friends Deere. Didn't do it. The second problem was that once the engine is warm it would not restart. The engine would turn about a half of a revolution and stop. If you did this qiuclky 3 or 4 times in a row the motor would then spin as normal and start. I went to the local dealer, Mid Atlantic. As expected they said it would be a month but if I can use it they can look at it in September but he gave me a measuring tool and advised me that I could adjust the deck.. I said OK, I just won't stop in the middle of mowing. In October they took it in . They kept it near/y a month. Now it was cold weather again.Started it up ran it about 15 minutes wouldn't start. I also tried cutting a little and it blew grass on me. I called him again and it went back.. Next time I got it back it was the same. He then came to my house though it was after dark. He adjusted the front of the deck lower. Didn't help. Adjusted left side lower did help. He saw that it was very hard to get to turn over.. Again this is a hot start issue not a cold start issue. When cold it starts right up and I do love using it outside of the mulch issue. He said he would send the trailer to get it again. I waited a week. When I called him he said *** wants to talk to me. Why? I have never talked to them. Are you going to fix this mower? No. But the way the first time it went in he sold me a 50 hour service as part of the fix. At 30 hours. So I talked to Cub and heard a story that I just couldn't understand. ******** said it is fine and I refuse to use the choke. I just want a new motor. All records on every call to Cub i have stated I love the mower and did not want a new one. And it was and is brand new.. I called back and had them listen on the phone as I tried to get it to start. They were surprised. So they said take it to another dealer and gave me info on *************************. By the way we are into 2023 for my last visit to Mid Atlantic. So ******* looks it over and says Cub Cadet always uses to small of a battery. I found that odd but the assured me a better battery would do it. When I got it back 3 weeks later, now into mowing season, it started though it didn't spin as fast as a typical mower when hot but it did spin and start. I would live with it. I had the chance to mow with it once. ONCE?. I pulled back into my attached garage and cut it off but continued setting on it as I got a call. Suddenly I realized there was smoke in the garage. I jumped off the mower then realized it was coming from the back of the mower. The smoke the slowed and I reached over and tilted the seat forward. I could see it was the battery cables. After it cooled I looked closer. Battery cables were melted, literally melted and you could see where the taller battery had shorted against the metal bottom of the seat. leaving a **** in it. If I hadn't stayed in the garage on the phone it may have burned my house down. ******* took it back about three weeks ago. I still don't have it back and when I do get it i don't expect it to be fixed. They can't even check the mowing issue as the said they don't have grass. I have also found complaints on the web from other owners about throwing grass out the left side. I love the mower. If they can fix the starting which I am not betting on, is there a different deck you can put on it or can I just exchange it for a dear? I don't even care if it is as big.Or a differant Cub that cuts clean. I just want it to start and not blow grass everywhere. I have now mowed 4 times with my 20 some yeard old craftsman. Latest case number is ******** according to *******.
Business Response
Date: 04/24/2023
Dear ******,
We request the standard BBB extension to respond to this complaint.
Sincerely,
************************* & ******, Inc.
formerly MTD Products Inc
Business Response
Date: 04/27/2023
Dear ******,
A customer service agent called and left a voice mail for ************************** to please give us a call at ************** if he would like to discuss this matter further. The agent spoke with the dealer and he was told that the electric starter was replaced in the unit, the unit was running and was delivered to *************************** Case number ********.
Sincerely,
************************* & ******, Inc.
formerly MTD Products Inc
Initial Complaint
Date:04/13/2023
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.
purchased a CC30E Cub Cadet Electric Riding mower on line from cub cadet. in July of 2022. took delivery July 22, 2022. I have numerous episodes of the mower shutting off beginning 9-9-2022. with a E225 error code which I reported to Cub Cadet customer service..was given case number ********. I was told to take the mower to a authorized service center which I did. *****'s sales and service who sells Cub Cadet. they could not find anything wrong. *****'s picked up the mower on 9-14-22 and returned was returned to me 10-6--22 I used the mower. on oct 15th the mower would not recharge. dealer determined the charger was deflective. reported to Cub Cadet , Cub Cadet set me a replacement charger. Nov 10th used mower same problem shut off after 15 minutes. called customer service ( spoke with rep on the phone (***** case no. ******* was told to take mower to a 'lithium Ion' dealer . 45 minutes from my location. I called the dealer (********* ***** Equipment ) in ********** **. Agent ( **** ) told me they had no experience with the e mowers and that Cub Cadet could not provide them with any service details or code remedies for repair. they also told
me that they (********* Power Equip ) was not a Cub Cadet dealer and only had minimal training on the E mowers. Nov 12, 2022 tried to use mower again shut off after 20 minutes. Code E225 again. restarted ..ran 30 minutes then shut off.. charged battery fully the put in my storage shed for the winter. now April 13, 2023 tried to mow the lawn .. same result ran 20 minutes shut off.
Business Response
Date: 04/24/2023
Dear ******,
Mr. ***** is being reimbursed for his unit. The reimbursement will be crediting back to his method of purchase. It could take one to two billing cycles to reflect - timing is dependent on his bank. Case number ********.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Customer Answer
Date: 04/24/2023
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:04/12/2023
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.
I bought a ************* mower in April of 2022 not even a year ago. I go to use my mower and it doesn't work the engine locks up and the mower will not work. I try to message the customer service they have no resolution for me just some basic answer that I now need to contact a service center and somehow find a way to transport the mower to them as well only to find out that it may not even be covered. WHAT A JOKE. I didn't spend over $2,000 dollars to have to jump through all these hoops. I would advise you to never buy a product from this company. A riding mower that expensive should last over a year and they should actually try to help. I shouldn't have to find a service center then call the service center then find a way to transport it only to find out they might not even cover the repair. For a local *** company you think they would want to help and fix the issue. Absolutely ridiculous. I should be sent a replacement or at least have someone come to me to fix the problem at no charge.
Business Response
Date: 04/14/2023
Dear ******,
We request an extension to review, research and respond to this Complaint.
Thank you.
Sincerely,
************************* & ******, Inc.
formerly MTD Products
Business Response
Date: 04/24/2023
Dear ******,
A customer service agent has emailed and left a voice mail for ******************* The unit will need to be evaluated by a certified service dealer to determine the cause of the issue. The customer service agent has given her the below dealer information:
**************************
*****************************************************************************
**************

********************************.
**********************************************************************************************
**************

*******************************
********************************************
**************
Case number 08801664.
Sincerely,
*******, Black & ******, Inc.
formerly MTD Products Inc

Customer Answer
Date: 04/24/2023
I am rejecting this response because: The business did not fix the issue. I should not have to jump through all these hoops for a year old mower. This company is a complete joke. They offer no compassion or resolution. Never buy their products! They also failed to mention the service center charges a fee that I have to pay out of pocket. Which could just be a total loss since I dont even know if the "warranty" will cover it. As well as the service center is booked out until end of May possibly further. So I guess im screwed either way. Thanks a lot MTD, complete joke of a company.

Business Response
Date: 04/24/2023
Dear ******,
A customer service agent has emailed ****************** to let her know that we will cover the cost of pick-up and delivery of the unit to one of our certified service dealers in her area that were listed in our previous correspondence. Case number 08801664.
Sincerely,
************************* & ****** Inc
formerly MTD Products Inc
Initial Complaint
Date:03/30/2023
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.
I have a zero turn mower that is battery powered that I purchased from ********** on Basswood st. last year. It's under warranty a 3 year warranty, yet Club Cadet doesn't have a dealer in the DFW area that does warranty work on this product. All the dealers they suggested only work on gasoline models.They gave me several dealers in the DFW area but none would work on battery operated machines. Please ENCOURAGE them to make good on this warranty and find me a dealer that I don't have to drive 50 miles to get to. Thank you.
Business Response
Date: 04/10/2023
Dear ******,
A customer service agent has been in contact with *************** Arrangements have been made for a local dealer to evaluate the unit. Once the unit has been evaluated, we will be able to make a determination as to the next course of action for the unit. Case number ********.
Sincerely,
************************* & ******, Inc.
formerly MTD Products Inc
Initial Complaint
Date:03/30/2023
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 01/03/2023 we purchased the Big Red Tiller from MTD (Troy Bilt but name change) it arrived around 01/10/2023 and would not work. Gear issues. Called MTD and was given a saw shop an hour and half from us to take it to for repair. We had not even used it once. Broke when out of the box. We took it to their authorized dealer and they kept it for two months. Replaced transmission and said ready for pick up. Went to get it. Still was not correct and wouldn’t stay in gear. Called MTD they gave us a different authorized dealer (much closer to us) where to take it. Took it there and they fixed it. We had to pay $86.60 for the repair even tho it is under warranty and NEVER used by us. Called MTD on 03/24/23 to try and get refund. Was told we would be getting it. A week later we still haven’t received the refund. Called today and being told the first place wasn’t an authorized dealer. They GAVE us that information and they apparently paid them for the supposed work that was done. This company has been extremely disappointing. To purchase something as expensive as this tiller for it not to work, us to be out time and money running to get it fixed then to pick it up and not be fixed to now saying that wasn’t an authorized dealer is crazy. We would never have chosen a place an hour and half away. They told us to take it there and now trying to get out of reimbursing us. Would not do this again or purchase from them. I’ve spent too much time on hold and talking to rude representatives. And now that he found they were an authorized dealer it will be three to four weeks before we get reimbursed and only part of it. They don’t reimburse tax. Even tho we had to pay it. Ridiculous!!
Business Response
Date: 04/03/2023
Dear ******,
A reimbursement check will be issued to Ms. ***** on April 4, 2023. Case number ********.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc.
Customer Answer
Date: 04/04/2023
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. Even tho they did not pay the entire bill of 86.60. They pay 80.00. We should not have been out a dime. Thank you for your help.
Initial Complaint
Date:03/27/2023
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.
Upon getting our riding mower approximately 03/2021 from rural king I have contacted rural king they are searching for the transaction receipt but you should be able to tell by the serial number when this was purchased. The entire rear end has went out. I want a replacement as this would take forever to fix! I know you have a warranty for this. I really did not spend all of this money for this to happen. Its under 50 hours even!!
Business Response
Date: 03/30/2023
Dear ******,

We request an extension to research and respond to this complaint. Please advise if this request is granted.

Sincerely,

************************* & ******
formerly MTD Products ***
Business Response
Date: 04/06/2023
Dear ******,
****************** unit will need to be evaluated by a certified service dealer before a resolution can be made. A customer service agent has left a voice mail and sent an email with the dealers that are local to her area and her case number. The information is below:
******************************
926 *****************
************, ** 42240
**************

******* SMALL ENGINE REPAIR L
******************** NORTH
*********, ** *****
**************

***********************.
**** ******* **
*****, ** *****
**************

54 Lawn And Garden
**** ******* **
*****, ** *****
**************
Her case number is ********.
Sincerely,
************************* & ******, Inc.
formerly, MTD Products Inc

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