Business Profile

Lawn Mowers

MTD Products, Inc.

Headquarters

This business is NOT BBB Accredited.

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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

346 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:05/06/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a BLACK+****** portable Air conditioner ***** BTU (****** USD) through ****** on July 2024. In September 2024 it stoped working and I contacted their support line with was impossible to find. After asking me to send the unit back with a provided shipping label and heard nothing back until around March 2025 in which I wrote o know what the situation was. They said they were shipping a replacement unit, which never came so I wrote again and then on ***** told o expect it in 3-7 business days. It didn't come again so I asked for a tracking number which they provided and then yesterday 05/05/2025 the *** tracking says it was delivered but it wasn't.
Business Response
Date: 05/07/2025
Good afternoon ******* *****,

We apologize for any confusion, we are the **************** of ******* ***** & ******. You will need to call ************** and select 2, 3, and 5 when prompted. They will be able to assist you with resolving this matter.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by ******* ***** & ******
Initial Complaint
Date:05/05/2025
Type:Product 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 Craftsman lawn mower at Lowes on March 9, 2025 by mid April it quit working. Lowes will not allow a return since it's over 30 days ago. Lowes said to call Craftsman and get an RA (return authorization number). I called Craftsman ************ and opened a case, number ******** but they would not provide an RA#. They said to call Briggs and Stratton ************ who also would not provide an RA#. I called Craftsman again they said I had to take it to a warranty shop for evaluation they gave me 2 shops in Northern NV. ASJ Small Engines in Gardnerville NV and Alpine Power Equipment in Tahoe City NV both places told me they don't do warranty work for Craftsman. I called Craftsman back and they told me there was nothing they could do for me. I paid $429.32 for the mower and 45 days and 3 uses later Craftsman under a manufacturer warranty tells me basically go away too bad. I've done what they requested regarding the warranty and called both approved service shops to no avail. After 2 full days of lengthy cordial conversations with Lowes, Craftsman and Briggs and Stratton I'm now stuck with a $429+ unusable lawn mower. I did not want my money back just a replacement mower.
Business Response
Date: 05/13/2025
Good afternoon ***** ******,

We’re
sorry to hear that have not received the answers you were looking for from our
customer support team. Your equipment came equipped with a minimum 2-year
manufacturing warranty, and we do stand behind our products and our warranties.
Our authorized service dealers handle all of our warranty claims and
adjustments and can work directly with our customer support to fix the problem.
As long as one of our dealers says that this was a manufacturing defect and
files a warranty claim, we are happy to cover the repair charges. Unfortunately,
we are not able to replace or reimburse the equipment unless it has been deemed
unrepairable due to a manufacturer defect.

If you are unable to find a local authorized service dealer in your area, we
can work with an out of network service dealer to have the equipment repaired. We
have updated your case number with this information, and would encourage you to
give us a call and reference your case number once you are connected with one
of our customer support advocates.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker

Customer Answer
Date: 05/14/2025
It's clear the response from Black and Decker's is a normal first attempt to deny a claim and prolong any settlement hoping I grow weary and simply go. They state that the unit must be looked at and serviced by one of their warranty providers. In my original complaint I stated I spoke with Black and Decker's representatives who guided me to 2 different service centers to have the unit looked at. I called and spoke with both who denied being a warranty service for Craftsmans or Black and Decker. I called Black and Decker again and they simply said they could not help me! In their written response they state the thing saying the unit must go to their warranty center but give no location for one or a number to call one. At the end of their response they say I can call BD to discuss the issue but they don't provide a direct telephone number. I was given the run around spending two full days having to place 3 long calls to Craftsman, Black and Decker and Briggs and Stratton to no avail. If they truly stand behind there product and want to help they should provide a direct phone number to someone that will help.
Business Response
Date: 05/15/2025
Good morning ***** ******,

Our
records indicate that you called us on 4/9/2025 and were advised of our warranty
process, and your second call on 5/1/2025 you were informed that we are not
able to issue an R/A, and you would need to have the equipment evaluated by one
of our authorized service dealers. You were provided with 3 authorized service
providers ASJ Small Engines, Alpine Power equipment, and Pearson’s Small
Engine. When we were informed that ASJ and Alpine would not provide warranty
service, you were informed that you could have the equipment evaluated by an
out of network dealer and as long as the dealer determined the issue was caused
by a manufacturer defect, we could reimburse you for the repair(s) including
parts and labor once proper documentation was provided(paid invoice).

As we explained in our previous response, we are not able to replace or refund
the equipment unless it is deemed unrepairable due to a manufacturer defect.
This information is also detailed on your warranty declaration page. If you do
not wish to call in with your case number as we previously encouraged you to
do, please let us know the best time of day to reach you and we will get you in
touch with the right person here at Craftsman to assist you with resolving this
matter as quickly and efficiently as possible.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 05/16/2025
Since I need a lawn mower now, and suspect as you may have hoped for I draw weary of this matter. I relied upon a local small engine mechanic and paid him to fix and resolve the issue. Please note since I was a young man back in the 60's I depended solely on Sears and Craftsman tools and their products. Going forward I have lost all confidence in Craftsman/Black and Decker and will no longer patronize nor in good conscience can I recommend their products. Please close this incident. Thank you.
Initial Complaint
Date:04/24/2025
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.
On April 19, 2025, I placed an order through your website (**********************) for a 12-Volt Absorbent Glass Mat (AGM) Battery – 135 CCA (Item#: *********). I paid for rush delivery, bringing the total to $133.58. However, upon receiving the shipment, I discovered that I had been sent the wrong battery.I immediately contacted your customer service department. During my first call, the representative disconnected the call when I asked to speak with a manager. On my second attempt, I spoke with a more courteous representative who nonetheless reiterated policy does not allow returns or refunds on batteries—regardless of whether the error originated from your end.Let me be very clear:I did not order the wrong battery. I know exactly what I selected and paid for. What I received is not what I ordered. This is not a case of buyer error, but a fulfillment error on Troy-Bilt’s part.To deny a refund and expect the customer to absorb the cost of a mistake they did not make is not only unacceptable, but ethically questionable. The current stance is effectively asking me to pay for a product I did not request—which constitutes a form of theft.I respectfully request the following:1.Immediate issuance of a return label at no cost to me.2.A full refund of $133.583.Written confirmation that this matter is being resolved in good faith.
Business Response
Date: 04/24/2025
Good afternoon **** *********,

We’re sorry to hear that you didn’t initially receive the answers you were
looking for from our customer support team. Our records indicate that you spoke
with one of our support advocates yesterday 4/23/2025 via Live Chat, and that a
credit for the amount of $133.58 was submitted to our admin department. Your
credit is currently being processed, and you will receive email confirmation of
the credit in full once it has fully processed. Once the credit has been
processed, please allow an additional 1-3 business days for the credit to
reflect upon your financial institution. If you need immediate assistance, we
would encourage you to give us a call at ************** and reference your case
# ******** once you are connected with a member of our customer support team.

Please
let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 04/29/2025
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:04/24/2025
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.
Last Fall (08/2024) i purchased a Cub Cadet ZT1 42e (Model #***********) from a private party who informed it is under warranty for two more years. The mower worked fine for the season, and then was stored in my garage for the winter per the manufacturer's recommendations. This year, when I tried to start it, the machine would neither charge nor start and initial inspections indicate it will need a new battery (battery default errors).
When I called customer support, they informed me that the warranty is only valid to the original purchaser and is not transferable.
I find it very difficult to accept that I paid close to $5K for a machine that only worked for one season, and now Cub Cadet doesn't want to stand behind their product, expects me to pay for another battery for a very unreliable product based on market research.
Business Response
Date: 04/25/2025
Good afternoon ***** *******,

We understand that equipment issues can be frustrating, and we’re sorry to hear
that you did not receive the answers you were looking for from our customer
support team. We do stand behind our products and our warranties, however, the
warranty is only valid for the original owner, as is stated and detailed within
the warranty declaration page. We would encourage you to schedule an
appointment with one of authorized Cub Cadet service dealers or give us a call
at ************** if you need assistance troubleshooting the issue(s) you are
currently experiencing with your equipment.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 04/28/2025
I am rejecting this response because:
Cub Cadet reiterated they stand behind their product, a product that has a major failure that will cost upwards of $2500 to repair after only one season of service, and they are telling me sorry you are stuck with the bill of our crappy product.
they offered me absolutely no remedy besides standing behind their untransferable warranty statement. why should the customer be responsible for a very expensive product that has major failure after only one season of service. they need to make reliable products, and stand behind them when they fail, at least for the first three years. i can't afford to pay for the product the first year after trusting the brand, and the leave me without options but to pay for it one more time the following year.
i stand behind my demand that they need to repair this product considering the very expensive bill they are asking their customers to pay at purchase

Business Response
Date: 05/05/2025
Good afternoon ***** *******,

We apologize for any confusion or misunderstanding. As we explained in our
previous response to your BBB complaint, the warranty is only valid for the
original purchase, and is non-transferrable. This information can be found in
detail on the warranty declaration page for your model ***********. Please
click on the following link to view the warranty declaration page for
clarification ******************************************************

We would encourage you to schedule an appointment with one of our authorized
service dealers to have the equipment evaluated as we recommended on 4/17/2025
when you spoke with one of our customer support advocates. If you would like to
discuss this further, we would encourage you to give us a call at ************** and reference your case # ********once you are connected with a member of our
customer support team. Or, let us know the best time of day to reach you and we
will get you in touch with the right person here at Cub Cadet.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 05/08/2025
Dear MTD,
I am disappointed by the lack of support provided after investing $4,000 in your product, only to have it fail after a single season. Rather than standing behind your customers, your resolution demands an additional payment that could match the cost of a traditional zero-turn mower.
Per your customer service recommendation, I contacted an approved repair shop, only to find that the wait time is six to eight weeks—meaning even if I were to spend upwards of $2,000 on repairs, I wouldn’t have a functioning mower in time for this season.
This experience makes it clear that customer satisfaction and product reliability are no longer your guiding principles, and I believe this should serve as a cautionary lesson for others considering your products. I made the responsible choice to invest in an emission-free mower, trusting both its reliability and your company’s commitment to standing behind it. Unfortunately, I have been proven wrong on both counts.
I hope you reconsider how you support your customers, as such experiences will undoubtedly impact future purchasing decisions.
Sincerely,
***** *******, PhD
Initial Complaint
Date:04/23/2025
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.
Recently ordered new blades and a bagger for my riding mowers. Upon removal of old blades I noticed the blades were turned offset to each other, blade on left side of deck turned front to rear and blade on right side of deck turned left to right. When installing new blades I turned them so that they were in line with each other since they do not touch. I was using my owners manual giving step by step instructions on installation. However it doesn't specify in manual if it matters whether or not blades should be installed offset or in line with each. So, I called Cub Cadet in order to speak with a technician in their service department. I spoke with a lady on the phone by the name Chobeak, so I was told that was her name. She asked for model number, so I gave her model number. Then she asked for serial number and I refused to give her serial number. I told her I don't have serial number available and it shouldn't be necessary to have serial number in order to answer my question. She then replied I can't help you without serial number. I asked to be transferred to a technician or someone who could help me and she said she couldn't do that either without serial number. She did give me a number locally to call and it was to Big R store. The gentleman there that I spoke with said the only thing that they install prior to selling their mowers is the seat. There should be no reason why I can't get a hold of a technician from the service department at Cub Cadet without having to give my serial number. The model number that I gave them should be more than suffice for looking up proper installation of the blades. I'm not interested in them trying to sell me warranties or track that such and such person had this specific mower and done such to it, in the event that I sold it to someone else later on. So if you could please help me get in contact with someone other than a employee who just answers the phones for Cub Cadet. Thank you.
Business Response
Date: 04/30/2025
Good afternoon ***** ******,

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. Our goal is to collect and document as much
information as possible to ensure we can assist you to the best of our
abilities and provide the best customer experience possible. This also helps
with any assistance you may need in the future.

When installing the blades, you will want to ensure that they are perpendicular
with each other so they do not touch. Please be sure to install the blade with
the wing tip in the upright position so it will lock in place with the blade
bell. If you need additional assistance, we would encourage you to check out
our Cub Cadet YouTube channel for how to videos. You can also give us a call at
************** and reference your case # ******** once you are connected with
one of our support advocates. Or, let us know the best time of day to reach
you, and we will get you in touch with the right person here at Cub Cadet to
discuss this further.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 05/05/2025
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:04/22/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a part from their website and paid for it to be delivered, the part was lost in shipping when ups marked it as delivered and took a picture of other items that were being delivered that day. This usually isn’t a problem ups tells me to contact the sender to resolve this. Cub cadet then wants me to provide information on my equipment that I ordered parts for which is not available for me to get when I have the order number and invoice number and they are able to verify the delivery was not made in order to send a new order, to get back at me they put me in hold for 30 minutes when it normally is a simple procedure to resend the order I have made previously and not received. When asked to get a supervisor the response is they will not accommodate. When on a lunch break this inconsideration should not exist. I pay for an item, not receive the item resend it!!
Business Response
Date: 04/24/2025
Good afternoon ***** ******,

We’re sorry to hear that you didn’t receive the answers you were looking for
from our customer support team. We want to assist you with resolving this
matter as quickly and efficiently as possible. Please respond to this complaint
with your factory model and serial number, and we will be happy to send a
replacement fuel tank out to you to replace the missing item.

Please
let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Initial Complaint
Date:04/09/2025
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.
First of all you are hiding behind the internet. You don't provide any avenue to escalate your extremely poor CS. Logging phone numbers so you can be redirect to avoid addressing real CS issues will be the demise of MTD.

The issue at hand is parts ordering:

1st round. Part was shipped to a PO Box vis UPS. Returned.
2nd round. Part was the wrong part number.
3rd round. Unable to find correct part number.
4th round. Uncovered correct part number.
5th round. Unable to make online order, CC address info defers from shipping address.
6th round. Request CS supervisor. After over a 30 minute hold none available. No call back.

We will see if this avenue gains traction. I am not holding my breath.
Business Response
Date: 04/15/2025
Good afternoon ***** **********,

We’re sorry to hear you did not receive the answers you were looking for from
our customer support team. We want to assist you with resolving this matter as
quickly and efficiently as possible. Please let us know the best time and day
to reach you, and we will get you in touch with the right person here at MTD to
discuss this further. Or, give us a call at ************** and reference your
case # ******** once you are connected with one of our support advocates.

Please
let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 04/21/2025
I am rejecting this response because:
I have called twice this morning, 21Apr 25. The first call was disconnected. 10 minute call.
The second call the CS Rep was going to ship the part again to the PO Box. Placed on hold, 30 minute call. Disconnected again. I was called back to be informed that they can not ship to a PO Box and I need to place the order online. They are that inept.
I want to speak with executive escalation.

Business Response
Date: 04/23/2025
Good afternoon ***** **********,

Please let us know the best time of day to reach you, and we will get you in touch with the right person here at MTD to assist you with resolving this matter.

Let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 04/24/2025
*** *** ****. Mornings are best. ********* ***
Business Response
Date: 04/25/2025
Good afternoon ***** **********,

Thank you for getting back to us with the best time of day to reach you. We will
have someone give you a call at the beginning of next week to assist you with resolving
this matter.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 04/30/2025
I am rejecting this response because:
I was asked to provide a "best time of day to call". That information was passed along 5 business days ago.
I have not received a call.
I think we are moving into week 4 to get a part ordered.
This is MTD Products, Inc.
Pathetic.

Business Response
Date: 05/01/2025
Good morning ***** **********,

We have assigned your case # ******** to one of our support advocates and they
will be reaching out to you today 5/1/2025 to assist you with resolving this
matter.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 05/02/2025
I am rejecting this response because:

They (MTD) called yesterday and left a message timed stamped 10:33.
I have been available between the hours of 0800-1030 EST for the previous 5 business days. That information on my availability was requested in a email correspondence. That information was promptly given. That was a week ago yesterday.
Yesterday morning I had other commitments, plus it was outside of my availability.
I have repeatedly requested Executive Escalation. MTD has failed to follow through on that request. Instead only referring me back to their Customer Service 800 number where repeated attempts to make an order has failed. See previous responses.

Business Response
Date: 05/07/2025
Good afternoon ***** **********,

Our records indicate that we had one of our support advocates reach out to you
via phone on 5/1/2025 and left a voicemail as well as sent a follow up email.
We will have someone reach out to you again tomorrow 5/8/2025 between 8:30Am –
10:30AM to assist you with placing an order.

Please
let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 05/12/2025
Better Business Bureau:
I did get call last Thursday 09 May from MTD.
******, The CS agent was helpful and was able to accept a different shipping/billing address in order to get the parts I needed shipped.
For whatever reason the MTD's POS system is not setup for separate address. That is unheard of in todays e-commerce.
Shipping information was never forwarded. I had to call back to obtain tracking information. Order came 3 days later than previously arranged.
The CS center definitely needs to address some of the shortfalls I encountered. Most if not all completely avoidable.

With any luck the parts are correct and this matter is behind us.
Initial Complaint
Date:04/09/2025
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 parts for my Troy bilt lawn mower which were shipped on March 24, 2025. To date I have never received my merchandise due to the shipping dept put the incorrect address on the package.I contacted Troy bilt on April 04, 2025 concerning this matter. They told me they could do nothing until after 2 weeks had passed. I was told after the 2 weeks had passed, I could either request a refund or a replacement. So I called them back again on April 07, 2025 and am told a whole different story by customer service. They told me there is nothing that they can do concerning this matter that I need to talk to USPS and file a missing package claim. The order was sent back to Troy bilt by USPS. The tracking number is:**************************.The package arrived in Jacksonville Fl, was sent to Miami FL, from there it went to Opa Laka FL, back to Jacksonville Fl. It was then sent to Cincinnati OH, from there to Columbus OH,as of April 07, 2025.Like I already stated Troy bilt refuses to either issue a refund or send out a replacement order. All I have had is a bunch of lame excuses from the customer service dept agents concerning this matter. One tells you one thing, then when you call back, a different agent tells you something totally different. I did notify them that this complaint is being filed with the BBB..
Business Response
Date: 04/11/2025
Good morning ******* *********,

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team, and we want to assist you with resolving this
matter as quickly and efficiently as possible. Our records indicate that your
order is currently lost in transit. We would be more than happy to resend the
part(s) out to you with expedited shipping. Please let us know how you would
like to proceed by responding to this message with your factory model and
serial number, or give us a call at ************** and reference your case #
******** once you are connected with a member of our customer support team. We
apologize for the inconvenience, and appreciate your patience.

Please
let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 04/18/2025
I am rejecting this response because:

I have purchased said parts from another dealer online. I want a refund issued for the cost of the parts, any sales tax paid, and the shipping fee.
I will not accept any other resolution concerning this matter. As I have had issues with you before concerning parts I ordered from your company, either arriving a month or more after expected delivery or the wrong part sent.

Business Response
Date: 04/23/2025
Good afternoon *******
*********,

Our records indicate that your order was delivered on 4/14/2025, and was left
in your mailbox. If you would like to receive credit for the order, you will
need to give us a call at ************** and reference your case # ********
once you are connected with one of customer support advocates. They will be
able to assist you setting up a credit and return.

Please
let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 04/28/2025
I am rejecting this response because:
Even though USPS may show the item was delivered, I did not receive my merchandise. I want a refund for both the shipping cost and purchase price either refunded back to my original payment method or sent via a cheque made payable to ******* *********.
As this is not the first time that I have had an issue with MTD Products not being delivered due to them sending my order to the wrong address or sending the wrong item.
I did not receive my order, I have since placed the order with another company that sells the same parts and have received the order. But as for MTD, they are not willing to admit the shipping dept fouled up and sent my order to the wrong address.
Initial Complaint
Date:04/08/2025
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 cub cadet riding mower less than 2 years ago with a three year factory Warrenty. My battery went dead and will not start the mower. I have only used the mii in wer for 28 hours and have kept the battery on a trickel charger when not running the mower. Cub cadet is aware of this problem of using inefficient batteries I’ve been told by several Cub cadet dealers they started using lithium batteries in place of the acid batteries since covid hit. Now they will not stand behind there product and are telling me that I must spend 100 dollars for a new battery in a mower that isn’t even 2 years old with a 3 year Warrenty
Business Response
Date: 04/09/2025
Good afternoon *** *****,

Were sorry to hear that you didn’t receive the answers you were looking for
from our customer support team. Your equipment came equipped with a
minimum 3-year manufacturing warranty, and we do stand behind our products and
our warranties. The battery comes equipped with a separate 1-year prorated limited
warranty which is now out of that warranty period. If you have any questions
regarding your warranty coverage, we would encourage you to refer to warranty
declaration page, or give us a call at ************** and reference your case #
******** once you are connected with one of our customer support advocates. We
apologize for the inconvenience, and appreciate your understanding.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 04/10/2025
I am rejecting this response because:
This has been a known problem with the batteries used by Cub cadet. I have spoken to several Cub cadet authorized service centers and dealers and all mentioned that after Covid hit Cub cadet began using these inferior lithium batteries because the better batteries were harder to get and cost more. I and the service centers I spoke with find it unusual that they offer a three year warranty on the tractor but not on the battery. Could this be because they are aware these batteries fail over a very short period of time and need replaced. I would like an exchange or reimbursement for the battery I now am going to have to replace.

Business Response
Date: 04/11/2025
Good afternoon *** *****,

We understand that equipment issues can be frustrating, and put our
products through hours of extreme testing to make sure you can get your
yardwork done the first time, every time. As we explained in our previous
response, your battery comes with a limited pro-rated 1 year warranty, which is
detailed in your warranty declaration page. We do stand behind our products and
warranties. If you have any concerns or would like to discuss this further, we
would encourage you to give us a call and reference your case number as we previously
advised.

Please
let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker
Initial Complaint
Date:03/28/2025
Type:Product 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 Craftsman Select 26-in Two-stage Self-propelled Gas Snow Blower for $1,263.94 of January 13, 2024 from Lowe’s in *** ******, MI.

In January 2025 I tried to start the snowblower and it would not start. I went through the owners manual and did all the steps that were in there for trouble shooting a non start condition. None of them worked. I removed the gas and put new gas in, checked the spark plug and there was spark, the engine would not turn over. I only used it two times in 2024 and it still has all the original purchase tags on the machine.

I went to their corporate Craftsman website and sent email to their Customer Support center on February 9th, 2025 asking for assistance because the snow blower would not start. They responded the same day and confirmed that they received my ask for help and said that someone would contact me. I was never contacted.

I sent follow up emails on February 23rd and March 11th, receiving a confirmation from them and telling me I would be contacted, I was never contacted.

I would like your assistance in getting a full refund for this defective product because I have tried to get help and received none from this company.

Thank you,
***** **** ****** ************ ****** ********************* ******** ***** ********* ***** ***** ***** ** *****
Business Response
Date: 04/01/2025
Good afternoon ***** ****,

We’re
sorry to hear that you haven’t been satisfied with your Craftsman snow thrower.
Our records indicate that your emails were sent to an unmonitored queue which
is why you have not received a response from us. We apologize for the
inconvenience. Your equipment came equipped with a minimum 2-year manufacturing
warranty, and we do stand behind our products and our warranties. We recommend
scheduling an appointment with one of our authorized Craftsman service dealers.
They handle all of our warranty claims and adjustments and can work directly
with our customer support to fix the problem. As long as one of our dealers
says that this was a manufacturing defect and files a warranty claim, we are
happy to cover the repair charges. If you have any questions regarding your
warranty we would encourage to refer to your warranty declaration page, or give
us a call at ************** and reference your case # ******** once you are
connected with a member of our support team.

Please let us know if you have any questions or need further assistance.

Sincerely,

MTD Products by Stanley
Black & Decker

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