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.
118 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:10/22/2022
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 Cub Cadet ZT1 54 on 06/18/2020. Unfortunately, I have only been able to use it for one complete mowing season due to repeated defects. After only having it for approximately one year we first had to take it for repair in 2021 for what the only designated approved repair shop in our area said was an issue with the PTO. Then, again soon after it was the same issue. Then in June of 2022, we took it into the shop again and every phone call gets us a different problem and no resolution. They have had our mower for the entire mowing season and every time we call to see when we can get it back they change what they think is wrong with it. First, it was a PTO defect, then the head gasket, then one valve compression issue, then the same on the other side, then all the sudden it was the carburetor and now, on October 22, 2022, they say the whole motor needs to be replaced and they will have to check to see if it is under warranty! We have only had the use of this $3,000 mower for one complete mowing season and are having to borrow others to get our lawn mowed. I purposely researched and purchased this mower from what I felt was a reputable company only to have gotten the run around for the last two years. This mower had less than 75 hours on it and is only used by myself at my residence. This is ridiculous that I have had to deal with this for so long! I feel like it is past time for the company to step in and make this right.
Business Response
Date: 11/01/2022
Dear ********,
A customer service agent has researched the issues with Mr. ********** unit. That agent has spoken with Mr. ******** and offered to have the engine replaced at no charge. Our case number is ********.
Sincerely,
Stanley Black & Decker
formerly MTD Products Inc

Customer Answer
Date: 11/01/2022
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:10/21/2022
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 Troy-Bilt snow blower model # **** (serial # ***********) from Home Depot almost two years ago. The first time I attempted to use the unit the drive belt snapped almost immediately. I hired a mechanic to come and service the unit at my house because it was too large and heavy for me to transport. He said that the pulley wheels didn't seem to line up perfectly (potential manufacturer's defect) but he felt it should still work so he replaced the drive belt. The second time I attempted to use the unit was last winter and the same thing happened. I called Troy-Bilt (MTD) support, and they instructed me to have it serviced again at one of their authorized service centers. I called Russo Power and they picked up the unit (at my cost) and upon inspection, couldn't figure out why the drive belt snapped again so they just replaced it. Belt replacements are not covered under warranty, so I have spent about $200 on two service repairs for a unit that has operated for less than five minutes in total. Russo stated that the belt will probably snap again under heavy (snow) load, but they did not have the capability to recreate that scenario. I know it will fail again so I contacted Troy-Bilt support again for a resolution. The warranty service rep told me to take it to another service center to try to have it fixed but there are no other ones locally. I asked for an exchange or refund but he said he could only do that for a manufacturing defect, and the burden of proof is on me. My warranty expires in about 2 months and we may not have any measurable snow in that time. I don't even feel comfortable selling the unit because I know the next owner will have the same issue. I purchase a lemon and Troy-Bilt will not replace it.
Business Response
Date: 11/02/2022
Dear ********,
A customer service agent has spoken with Mr. ******* and arrangements have been made for transportation (no cost to Mr. *******) to get the unit to a dealer to establish a diagnosis. Once we hear back from the dealer, the agent will be able to determine the next course of action. Our case number is *********
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Initial Complaint
Date:10/21/2022
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 April 9, 2022 I contacted JAX Ranch and Home (Reseller for Cub Cadet) to have my mower inspected. It would not hold a charge, would fade on power very easily and would run for about 1 hr (vs. 2-3 in prev seasons). At the time, the mower was covered in the 3-year manufacturer warranty. JAX kept the mower for over a month while waiting for a diagnostic tool from Cub Cadet. When they finally received the tool, they determined there was nothing wrong with the mower. I brought it home and immediately experienced the same issue. I contacted them again and after weeks of phone exchanges they arranged for me to take it to a more qualified JAX store. The tech at the second store immediately determined the batteries were depleted and needed to be replaced, as well as one of the deck motors. The cost quoted to me was $2400. He said he would submit the claim to Cub Cadet since it was an outstanding issue since before my warranty expired. Since then he has contacted me saying Cub has denied the claim. One response they gave was the mower was manufactured in 2015 and therefore out of warranty. I purchased the mower BRAND NEW on June 19, 2019. As of now, JAX still has my mower (I've been without it most of the summer) and they want me to pay $2400 to have it repaired.
Business Response
Date: 10/24/2022
Dear ********,
A customer service agent has spoken with the dealership and authorized the repair under the warranty. Our agent also has left a few voicemails for Mr. ******* advising him we paying for the service under warranty. Our case number is ********.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Initial Complaint
Date:10/19/2022
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.
RE: Cub Cadet RZT-S ************* Riding Lawn Mower Model 17AVCEDS710 Requires 4 batteries $1216.36 Have been trying to purchase batteries for this mower since July 8, 2022. I have spoken to the following people on the following dates sometimes they give me new case numbers. They keep telling me batteries are coming in but just none of them were sent to me. I am 75 years old and for health reasons need this riding lawn mower. I bought the unit because it said maintenance free and they also did not tell me it required (4) batteries. The following are the attempts I made to obtain status on receiving these batteries. They keep taking the charges for ************ on and off my card for $1216.36 1. July 8, 2022 Placed order with **** ************ $1216.36 2. July 12, 2022 per Lidisha not ordered yet 3. July 25, 2022 spoke to ****** who connected me to ****** connected me to ******* who was very rude 4. August 4, 2022 spoke to ******************* # ******** 5. September 2, 2022 ******************* # ******** 6. October 17, 2022 spoke to ********* case # ******** was told maybe mid Nov, asked where the batteries were coming from and she said she did not know and there was no one that could tell me.They will not tell me where I am on the list to receive these batteries. No one is willing to help me and are rude.I would appreciate your help in this matter since they are not willing to help me. Thank you , *********************
Business Response
Date: 10/24/2022
Dear ********,
A customer service agent has spoken with *************** Due to supply chain issues there is a delay in shipping batteries. Our agent will be monitoring inventory and will provide updates to ************** once they become available. Our case number is 07824423.
Sincerely,
************************* & ******
formerly MTD Products Inc
Customer Answer
Date: 11/28/2022
[BBB transcription via email from consumer]

I received your letter dated October 19, 2022 in regards to my complaint referencing Cub Cadet batteries for my Cub Cadet RZT-S ************* Riding Lawn Mower, BBB assigned ID # ********. On November 7, 2022, I received a phone call from *****, ************* at Cub Cadet. He informed me he had received the letter from BBB and that batteries were expected around November 7, 2022 and I was at the top of the list to receive them, however that has not happened and I have not been contacted since then. I am not sure what further action I should take at this point. The Cub Cadet mower was very expensive and it has sat idle since the beginning of July, 2022 and cannot be used without the batteries. I do not know what I can do to obtain batteries that only Cub Cadet can provide. I would appreciate anything you can do, in this matter or any advice you have to offer.

Most sincerely,
***** *****

Business Response
Date: 11/30/2022
Dear ********,
A customer service agent has spoken with **************. He provided the option and information on how to purchase the battery elsewhere from a different supplier if she would like and also offered to discount her for the purchase of one of the four batteries if she decided to do so. She declined that option and states she does not feel comfortable doing so (even though they are readily available online).

The other option he provided is waiting until he has an update and let her know he is checking on inventory weekly and will give her a call the moment he has an update on her order. She indicated she will wait to hear from him. Our case number is 07824423.
Sincerely,
************************* & ******, Inc.
formerly MTD Products Inc
Customer Answer
Date: 11/30/2022
I am rejecting this response because:
I was told I could purchase these batteries elsewhere, online.......I was told it would be necessary for me to investigate, online, where I could purchase them. He did not offer to help me find a supplier. I did ask him if he could get the batteries for me from another source and was told no. I told him that I would investigate but just in case I could not find the batteries elsewhere I would still prefer to keep my order with him for the batteries when they become available. I did go on line to try and find the batteries, spent a lot of hours researching and found that, if they could find them for me , they would not be able to ship because they take special handling because they are GEL batteries. Cub Cadet knows that these batteries take special handling and I am sure they are aware of the difficulty in obtaining these batteries. I am only rejecting this response because they are not telling you everything about there efforts in helping me to obtain those batteries. I live in ******* and found a place in ******* that could order them for me but I would need to travel there to pick them up, with the hope that they were the correct batteries. I am 75 years old and that is a long drive and it takes (4) batteries each weighting almost 70 lbs a piece. I feel Cub Cadet is negligent in their efforts to provide customers, whom have paid a great deal of money for their product, with the care they deserve after trusting that Cub Cadet would be as anxious to provide parts and service as they were willing to take our money. The least they can do is have a person tell the whole truth about their lack of concern for their customers.
Most Sincerely
*********************

Business Response
Date: 12/01/2022
Dear ********,

Due to supply chain issues, these batteries are on backorder with our supplier. A customer service agent is checking inventory weekly for ************** and they will contact her as soon as they become available.
Sincerely,
************************* & ******, Inc.
formerly MTD Products Inc
Initial Complaint
Date:10/14/2022
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 respectfully ask that someone from the ************************** of the ********* for customer resolutions to Kindly cal me at ************.Ask for ***Thank you
Business Response
Date: 10/26/2022
Dear ********,
Please be advised that a customer service agent has resolved this issue. The agent contacted ****** & ******** and they sent the part to ********** Our case number is *********
Sincerely,
************************* & ******, Inc.
formerly MTD Products Inc
Initial Complaint
Date:09/25/2022
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.
My husband went to Lowe’s bought a brand new push mower which in less than a month made a loud noise and then stop running we called the warranty at the Craftsman mower about the mtd motor they had use to take it for repairs after the whole summer no one contacted us we went 3 times no mower fixed finally we were told the filter was dirty. ????a brand new mower?We are asking for our money back or a replacement ASAP the customer service sucks!No one wanna honor the warranty.
Business Response
Date: 10/07/2022
Dear ********,
A customer service agent has spoken with the dealer the unit was taken to. It was found that the air filter was not properly maintained and we are sorry to report, this is not the direct result of a manufacturing defect and therefore the warranty claim was declined.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Customer Answer
Date: 10/07/2022
I am rejecting this response because:When we purchased the mower it was new we never had to replace the filter this is a lie and won’t be accepted
Initial Complaint
Date:09/20/2022
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.
In June of 2022, my wife and I were gifted a new LT42E Cub Cadet electric riding mower from relatives. It had been bought from **** ***** ***** in ********** **. After using the mower twice, the cutting blades stopped working (error code ****). As an economically-challenged disabled veteran, I have concerns about paying a professional for basic yard work.
After contacting Cub Cadet about the error code, an employee provided me with the names and addresses of businesses to troubleshoot the error and complete the repair. However, none of the recommended repair places had technicians qualified to work on electric riding mowers. Despite my frustration, I called Cub Cadet several times thereafter to attempt to resolve this issue, remaining on hold sometimes for over an hour to speak with someone. There were times when I did get through and, after providing the reference number for the repair, I was placed on hold and shortly afterwards the line disconnected. The final time I reached the Cub Cadet technical support department several weeks ago, two representatives were extremely rude and acted as though they could not care less about the non-working mower. They essentially indicated that because **** ***** purchases their equipment in bulk, the store should be able to switch out the faulty mower with another one. My brother-in-law and I then drove to **** ***** ***** to speak with someone in customer relations or customer service to try and rectify the problem, to no avail.
My family initially spent over $5,000.00 (including tax) on the Cub Cadet mower from **** *****. Thus, we are all extremely disappointed in both Cub Cadet’s and **** ******* treatment of a vital customer issue. I would appreciate timely and fair resolution of this matter.
Business Response
Date: 09/23/2022
Dear ********,
A customer service agent has researched Mr. ******** complaint and due to the circumstances at hand, we will be moving forward with a reimbursement to Mr. ******. The phone number Mr. ****** should contact with questions is ************ and our case number is ********.
Sincerely,
Stanley Black & Decker, Inc.
formerly MTD Products Inc
Initial Complaint
Date:09/19/2022
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 ride on lawn mower from this brand through Home Depot on August 1st, 2022. It was $2,999. We had 2-3 uses in 2021 (we live in New England so we cannot use a lawn mower in the winter). When we went to turn on the mower in May 2022, it would turn on but not move. We contacted Cub Cadet and their solution was for use to contact a contracted service provider close to us to fix it. We did this. Our lawn mower was picked up by the service provider in June 2022 and we did not get our mower back until mid August 2022. We went through a whole summer without the mower and had to hire a landscaping company in the meantime. When we received our mower back, though the original problem was solved (it now moved), there was a new issue (blades did not work). I called Cub Cadet and their soluTion was the same as the last (contact contracted service provider to evaluate and make recommendations). I think this is rediculous as we will again be without a lawn mower and by the time it is returned, it will most likely be winter at which we won’t be able to use the mower until next year/ know if it is even working properly. I feel like we purchased a defective model. When you search the model, it is no longer even sold by CubCadet or retailers. I’m looking to see what my rights are as a customer.
Business Response
Date: 10/03/2022
Dear ********,
A customer service agent has attempted to reach out to Ms. ******** several times regarding this complaint. Please have her call 877-428-2349 and reference case number ********.
Sincerely,
Stanley Black & Decker, Inc.
formerly, MTD Products Inc
Initial Complaint
Date:09/17/2022
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 $4000 Cub Cadet electric riding mower (*** *****) from ********** in July 2021. In May of 2022, ten months later (4 months of mowing) it quit running with Error codes stating a loss of connection with the controller. The only service center with authority for Cub Cadet electric mower warranty repair I could find in ************ was over two hours away (********************* of **************, ************) and would pick it up and return it for $500. They picked it up on June 1, with an estimated 2 -3 week turnaround time. It is now September 17, 3 1/2 months later and I still have no mower. I am 69 years old and 1 acres it a bit much for a push mower. Under warranty, Cub Cadet (owned by MTD) first sent the repair shop a new controller the first week in July. That did not fix the issue. A new Housing Assembly was sent a few weeks later, which did not fix the issue. Then in August, MTD sent new control wiring, which still did not fix the issue. On Sept 15, the repair shop informed me that MTD is directing them to install a new Housing Assembly a second time, which is flagged as out of stock with no ETA stated. I have found several other owners online having similar problems with this mower. ********** has discontinued carrying this mower. My last contact directly with MTD was Aug 31 when I requested a Refund, an Exchange, or just a loaner mower for the remainder of this season. I received no response, we were cut off, but they did speak with the repair shop that same day, seemingly without resolving anything.
Business Response
Date: 09/26/2022
Dear ********,
Due to supply chain issues, the part in question was on backorder. However, a customer service agent has been able to locate the part and it will be delivered by the end of this week. The dealership and ****************** have been contacted and advised. Our case number is ********.
Sincerely,
************************* & ******, Inc.
formerly, MTD Products Inc
Customer Answer
Date: 10/01/2022
I am rejecting this response because:

As of today, I cannot accept the response from MTD (B&D). A separate part of my issue is the repair under warranty taking three months in the middle of the summer mowing season.
It seems that the part in question has already been replaced back in July/August at the companys request. I can wait to see if the new part fixes the issue with the mower. If it does, we can close this complaint, if it does not fix the issue, my complaint remains, since I only have seven days to submit this response and that is not enough time to receive and install the new part.
Business Response
Date: 10/03/2022
Dear ********,
The part in question has been delivered to the dealer. A customer service agent has reached out to the dealer this afternoon (10/3/22) and the dealer has advised that the part should be installed by 10/4/22 or 10/5/22. Case number ********.
Sincerely,
************************* & ******, Inc.
formerly MTD Products Inc
Initial Complaint
Date:09/08/2022
Type:Customer Service 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 lawnmower in May of 2022, fast forward a short 3 months later; the machine will not go in forward nor reverse. I called Craftsman, who then forwarded me to MTD, who room the stance that I am on my own for transporting the machine to a certified dealer, on my own for purchasing what they believe is the issue, and will not reimburse me for any products that are needed, the fact my mower is out service. They were utterly incompetent and engage in deceptive business practices. If this is not rectified, my attorney will be filing in IL superior court.
Business Response
Date: 09/20/2022
Dear ********,
Please be advised that a customer service has arranged for the transport and replacement of the drive belt with ***************************** ***************************************************************** **************. This offer to Mr. ***** is a one time courtesy. A message has been left for Mr. ***** detailing the offer and requesting that he contact Farm & Fleet to schedule pick up of the unit. Should there be any additional questions, Mr. ***** can contact ************ and reference case number 08249784.
Sincerely,
************************* & ******, Inc.
formerly MTD Products Inc
Customer Answer
Date: 09/21/2022
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.

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