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Business Profile

Lawn Mowers

MTD Products, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lawn Mowers.

Complaints

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

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    Customer Complaints Summary

    • 347 total complaints in the last 3 years.
    • 118 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/10/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 January 18, 2023 I purchased a garden cultivator online from ****************. I put it in my garage and a few weeks later removed it from the box. It has never worked. It usually will not start, and when it does it stalls. I called Troy Bilt but that phone call was fruitless. I called again and spoke with another person. I was given case number ******** and told to take it to ******** ***** ****** Repair at **** ** ***** *** ** ********* *** *****. Phone: ************. I was told to give them that case number and it will be covered under warranty. I went to ******** and told the person at the counter what troybilt had said, and gave him the case number. ******* told me thats not how it works. I would have to leave a deposit, then if troy bilt will cover it I will get my money back. If they do not cover it I would have to pay for repairs. I called troy bilt again and told them what was happening. The rep at troy bilt said they did not see anything like that in the notes and they did not see anything that it would be covered under warranty. Requested resolution: I am asking troybilt for a full refund. I should not pay for a product, then find it does not work and immediately run the risk of having to pay for repairs.

      Business Response

      Date: 04/06/2023

      Dear ******,

      The unit needs to be evaluated by a certified service dealer before a resolution can be made.  A customer service agent has left Mr. ********* a voice mail and has sent an email with the information for certified service dealers in his area.  

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

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

      Mr. *********'s case number is ********.

      Sincerely,

      Stanley Black & Decker, Inc.

      formerly, MTD Products Inc

       

      Customer Answer

      Date: 04/06/2023

       I am rejecting this response because:
      I went to ******* Small Engine in *********. They will not do anything until I give them a $50.00 deposit. The employee advised they needed $50.00

      because they "have to pay the guy that looks at them." (do what???) They further advised they would do the work, however, they would send the results of

      the repairs to MTD for review. If MTD does not feel it should be under warranty, I would have to pay for the repairs. Prior experience with small engine repair

      bills tells me I could expect it to cost me around $150.00 for repairs if MTD did not warranty the product. I already paid $250.00 for it, I am not going to put

      another $150.00 into it and then be in it for $400.00. Further, if I did not pay for the repairs, ******** would keep the cultivator. 

      I also called ****** ***. ****** advised they are no longer doing warranty work for that company. I advised ****** of my experience with ******** and asked if that

      sounded like normal protocol. ****** advised me I can expect that no matter where I go and that's just the way it works. 

      Bottom line...I purchased the product. It never worked properly. I am not taking a risk of paying for repairs. I am asking for a full refund. 

       


      Business Response

      Date: 04/11/2023

      Dear ******,

      A customer service agent reached out to Mr. ********* and offered parts and labor at no charge however, Mr. ********* took the unit to a friend who took the unit apart which now voids his warranty.  This has been relayed to Mr. *********.

      Sincerely,

      Stanley Black & Decker, Inc.

      formerly MTD Products Inc

      Customer Answer

      Date: 04/12/2023

       I am rejecting this response because:

      It should not take a month of giving me

      inaccurate advice, only to be turned down twice. Black and Decker's response that since I took it to a friend to look at, and the warranty is voided might hold

      some water if it transpired in the first week. However, this has been going on for over a month. Perhaps if they would have been more proactive

      and did the right thing right the first time, this would not have been the end result. Perhaps if Black and Decker would have been as responsive in the beginning

      as they were on April 11, this would have had a totally different outcome.

      No, I am not accepting this as resolved. 

       

    • Initial Complaint

      Date:03/08/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 called and ordered replacement wheels for my Troy Bilt mower on March 1, 2023. They have their money but I have no wheels. When I have attempted to contact the company, they have a phone number change, a name change, location change and chat is not available and customer service is not available "because all of the employees are in a meeting" (loooooooooooonnnnnnnnngggggggggggeeeeessssstttttt meeting since Congress listened to *** ****!)

      Business Response

      Date: 03/15/2023

      Dear ******,

      Please be advised that the customer's order was delivered via *** on March 10, 2023.

      Sincerely,

      Stanley, Black & Decker, Inc.

      formerly MTD Products Inc

      Customer Answer

      Date: 03/15/2023

      [BBB transcription via email]

       

      Yes, I notified the BBB I had rec’d the order.


    • Initial Complaint

      Date:02/01/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My father purchased a 42 inch MTD 2 stage snow thrower about 3yrs ago.We do not use it that often.its in mint condition.At least it was,until the auger/blower transmission part stopped working.That is the part where a worm gear/gear are incased together to make it work.My complaint is as follows.I have been mechanic all of my life.I am 58 yrs. old.So this is not my 1st rodeo so to speak.why would a big company mahe a gear out of brass.....the most soft metal to make gears out of.this repair is going to cost over $700.00.everything got damaged,due to the brass gear failing.it broke and then took out the other parts when the keyway got dislodged from the shaft and went into the wormgear/brass gear.Right from day one,this equipment is made to fail.i keep all my equipment maintained up to spec,and never abuse any equipment that i am using.So i wish that i could compensated for this disaster.Thank You.

      Business Response

      Date: 02/08/2023

      Dear ******,

      A customer service agent has spoken with Mr. ******* and has offered to send him, as a one-time courtesy, the auger gearbox assembly so the unit can be fixed.  Mr. ******* has agreed to the arrangement.  Case number ********.

      Sincerely,

      Stanley, Black & Decker, Inc.

      formerly, MTD Products Inc

      Customer Answer

      Date: 02/08/2023

       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:01/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 reached out to you and whoever you referred me about replacing lawnmower that has never worked properly.Neither of you have responded. Repeatedly I've tried. This how you handled customer service? You should be ashamed of yourself. My next email is to the heads of Craftsman and ****************

      Business Response

      Date: 01/17/2023

      Dear ********,

      A customer service agent has tried calling ****************** however the phone number given is not accepting messages.  The agent has also emailed her and given her a list of local dealers that will be able to evaluate her unit and determine the cause of the problems with the unit.  The case number for this matter is ********.  Below is the list of local dealers that has been provided to ******************:

      *******************.
      4409 ******************************************* style="font-family: SalesforceSans-Regular, Arial, sans-serif; font-size: 12px;">**************

      ******************** EQUIPMENT
      11104 ****************
      ******, ** 78753
      **************


      ****************************
      **********, ** 78626
      **************

      Sincerely,

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

      formerly, MTD Products Inc

    • Initial Complaint

      Date:12/16/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 my Troy Bilt snow blower (***********) Model # and serial # (***********) from ***** and I have used it a total of 2 times since I owned it. I spoke with two representatives at Troy Bilt and they expressed that the main reason why my snow blower is not working is because of multiple reasons. (ex: bad gas, clogged carburetor, etc) So I followed their instructions and used carburetor cleaner in the gas tank and the end result was still a 700 mistake bought at *****. The equipment should last more than two times in its lifetime. Furthermore if a product is sold to the public then maintenance should be expressed by the sales rep to the general consumer so that proper maintenance can be done each year to avoid these circumstances. I'm attempting to take this to a specified repair shop in hopes to get it fixed without cost because of mechanical failure. Based on the calls with the representative and their supervisor I have no hope but to pay once again for a product that I shouldn't have bought in the first place.

    • Initial Complaint

      Date:11/29/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 shovel 6 months prior to it breaking. I contacted craftsman support to claim the lifetime warranty and submitted all the required information along with pictures of the product. Craftsman indicates that the warranty is handled by another party that will communicate promptly with me. 3 months have gone by and no communication received either by text, email or phone.
      I communicated two more times with craftsman via email and have received no reply.

      Business Response

      Date: 12/11/2022

      Dear ********,

      The licensed partner notified us
      that they are reviewing this matter and will advise of updates. We are
      providing this status information due to the deadline.

      Sincerely,

      Stanley, Black & Decker, Inc.

      formerly, MTD Products Inc

      Customer Answer

      Date: 12/13/2022

      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.

      ***** **** , Vice President of Sales, reached with a resolution of sending a replacement item that I have received already.

    • Initial Complaint

      Date:11/29/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Please see letter of communicated in two separate forms via USPS and email. Thank you. ***** *****

      Business Response

      Date: 12/09/2022

      Dear ********,

      I turned over this information to the bank that handles Cub Cadet accounts as we do not handle the credit card accounts internally.  The bank sent a letter directly to Ms. ***** regarding her complaint on her account.

      Sincerely,

      Stanley Black & Decker, Inc.

      formerly, MTD Products Inc

    • Initial Complaint

      Date:11/21/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 **** Bilt snowblower on December 22 of 2020 through ********** in ************* ********. I paid for the extended warranty ever since Ive got the product home. It doesnt start properly or it stalls out quick. I contacted ******* back in January nobody contacted me back, Ive been on the phone now that I have 2 feet of snow and we are trying to get this problem resolved the closest manufacture to fix the product is 45 minutes away from me I dont have means of transportation to get the products to them and theyre telling me if its anything under the carburetor it is not covered under warranty. I would just like this issue resolved if somebody can get back to me as soon as they get, this would be greatly appreciated. Thank you.

      Business Response

      Date: 11/30/2022

      Dear ********,

      A customer service agent has reached out to ************************ via email and voice mail.  Below is the email recently sent from the agent on 11/29/22:

      Greetings ******,

      Thank you for contacting MTD Support. Case # 07419772 has been created or updated by a Support Agent. 

      I reached out to you yesterday and left a voicemail about your Troybilt Snow Thrower. As I attempted to explain, your unit has a manufacturers warranty to repair or replace any defective parts, in material or workmanship.  Those repairs are to be completed by an *************************** Dealer.

      Regarding the transport of your machine.  The manufacturers warranty does not include transport. You stated that you also purchased an extended warranty program.  That program is administered by a separate company and may cover the transportation of the unit in to a ****************** Center.  Please contact that company to address the transport of your machine.

      I have attached a copy of the general warranty statement to this email.  Please, if you have any further question, contact the *********************** at ************ between 8:30AM and 5:00 PM with the above case number.

      Thanks,
      - MTD Customer Support Center

       

       

      Sincerely,

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

      formerly MTD Products Inc

    • Initial Complaint

      Date:10/26/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Purchase Date:: July 3, 2021
      *****, ********** **
      Model # *********** Lawnmower $2,014.27
      After less than 18 hrs the belt let go causing blade to rotate. we waiting 3 wks for a service man to come to repair.
      Sent 3 request for reimbursement for labor and parts. with so few hrs. this should not have happened, no reply.

      Business Response

      Date: 11/07/2022

      Dear ********,

      A customer service agent has researched the issues with this unit and has set up a one-time courtesy reimbursement for the unit.  Case number ********.

      Sincerely,

      Stanley Black & Decker

      formerly MTD Products Inc

      Customer Answer

      Date: 11/08/2022

      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:10/25/2022

      Type:Billing Issues
      Status:
      Answered
      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 yurk vacuum from company Troy Bilt P.o Box 361131 Cleveland, OH 44136 order number **********

      March 29,2022 I believe 4-11-2022 we have tried to reach them we dont get a answer or they sent us to leike form & fleet and they do nothing about it. It runs to fast to cant slow it down you have to run behind it dosent pick up grass and hardly leaves. We paid 749.00 plus tax and shipping. We have these number and get no where with them. put on hold and never come back ************** ************ ***********

      Model Number 24A-07 mp766 

      Serial Number ***********

      When purchase no slip that we purchased came with it. We have called after place in never returned call on it. 

      Business Response

      Date: 11/07/2022

      Dear ********,

      A customer service agent has spoken with Mr. **********.  The unit is being taken to a dealer and the dealer will be contacting us to let us know the cause of the issue.  Case number ********.

      Sincerely,

      Stanley Black & Decker

      formerly MTD Products Inc

      Customer Answer

      Date: 11/29/2022

      [BBB Transcription via Mail]

      **** is 86 years old and called Troy Bilt we purchased This in March 2022 from company and have sent to other people on this and still no answer. Sent him to Farm Fleet in Davenport they told him to ship belt to make it run slower can't slow it down. They don't want to do anything because they didn't sell it to go back to Troy Bilt. The vacuum was not even seen 1/2 year as there no slowing it down or pick up leaves or grass. It is not self propelled you cant control it. We didn't get no answer from the people we talk to on phone they sent you to another person. We talk to MTD products for Troy Bilt they didn't send no letter to us for there response to us. Enclosed is out bill we want a full refund and sent to us. 

      Business Response

      Date: 12/01/2022

      Dear ********,

      A customer service agent has further researched this complaint and has sent the below message to the customer via email:

       

      Greetings **** / *******,


      Thank you for contacting MTD Support. Case # ******** has been created or updated by a Support Agent. 


      We left you a voicemail message explaining the operation of the Troybilt CSV 070 Self-Propelled Chipper Shredder Vacuum that you purchased online. 


      From you complaint, the unit that you purchased is designed as a single drive unit, meaning that  the drive is not able to be adjusted as a Variable Speed unit would.  The unit is however able to be pushed while the drive is not engaged.


      Unfortunately, our units cannot be returned to us after they have had gas and oil added or have been operated.  We cannot refund you for your purchase of an operational unit.


      If you have any further questions, please feel free to contact us at 800-800-7310 between 8:30 AM and 5:00 pm, Eastern Time.


      Thanks,
      - MTD Customer Support Center

       

      Sincerely,

      Stanley Black & Decker, Inc.

      formerly MTD Products Inc

      Customer Answer

      Date: 12/12/2022

      [BBB Transcription via Mail]

      We are not satisfied with you answer on the Troy bilt CSV070 self propelled chopper shredder vacuum. We purchased the machine was suppose to be self propelled and is not there no setting on it to slow it down.

      We are asking for our money back as not what suppose to be self propelled. We put gas and oil in to use it and how else would be able to use it without gas. They said to step v belt to slow down you cant do that when its running. Farm Fleet was no help. Told us to go back to where we got it. We tried to reach your company quite a few times from March 2022 didnt get answer or put on hold and nobody come back. Thats when we went to BBB for help. You say you cant sell it thats not true its clean and Im sure your office a way. We purchased center unit does have controls on it to be able to work behind it. We want are full money back $793.94 it not self propelled

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

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