Complaints

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

close

Find a Location

MTD Products, Inc. has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  MTD Products, Inc.

  5965 Grafton Rd Valley City, OH 44280-9329

• 

  MTD Products

  5484 Highway 145 South Verona, MS 38879

• 

  Craftsman

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

• 

  MTD Products

  PO Box 2120 Tupelo, MS 38803

• 

  Cub Cadet

  PO Box 731 Mahwah, NJ 07430-0731

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:09/08/2022

  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.

  Purchased mower Model Number *** **** *** / Serial# *********** from walmart. Mower arrived with the handle not attached, which normally just has to be unfolded. Notice that the Hex Bolds that are normally installed by factory were not insutalled, which it did. The quaility of the instruction was of poor quality. Will not take unit to repair shop because MTD messed up. Just have a simple request, because one can not email the company and one has to spend a lifetime on the 800 phone just to talk to customer service.

  Business Response

  Date: 09/15/2022

  Dear ********,

  Please be advised that the missing parts have been ordered and are being sent directly to Mr. ********.

  Sincerely,

  Stanley Black & Decker, Inc.

  formerly MTD Products Inc

  Customer Answer

  Date: 09/15/2022

   

  After looking and trying the that I have on the handle, the missing parts will not work. Since the size of the holes on both sides of the handle are not

  the same size. On one side the holes were not drilled large enough to fit the parts. That maybe why the handle did not come complelty assembled as it 

  is normally that it can just be lifted for use from the factory. Seems that instead of correcting the problem, they shipped mower with defective handle
  

  Business Response

  Date: 09/22/2022

  Dear ********,

  A customer service agent has spoken with Mr. ******** and offered to send the upper handlebars he references in his rejection.  However, since he would have to mount the control bails onto the handlebar, he said to close out the case and he would handle it.  Our case number is ********.

  Sincerely,

  Stanley Black & Decker, Inc.

  formerly MTD Products Inc

  Customer Answer

  Date: 09/23/2022

   I am rejecting this response because:
  
  That response is correct, they forgot to say that the customer service agent was rude, argued and treated customer poorly. Mr ******** is 71 years old and alone.

  Loading a large lawn mower, and taking it to a service dealer is not an option; that is why he had it delievered to his home. The Manufacture was negiigent by shipping a product that they were well aware was not manufactured correctly. That is why they did not finish installing the handles, they could not mount all the bolts becasue the holes were to small. With all that being said and since it was delivered to my home; they should have offered to send a tech to my home and install the handld.
  
  

  Business Response

  Date: 09/26/2022

  Dear ********,

  A supervisor has reviewed the recording of the call with Mr. ******** and he was provided with multiple options outside of our normal warranty policy.  He was not willing to accept any of the options provided and stated he wanted his case closed out.  Our case number is ********.

  Sincerely,

  Stanley Black & Decker, Inc.

  formerly MTD Products Inc

  Customer Answer

  Date: 09/26/2022

   I am rejecting this response because:
  
  
  
  Since they company sent a defective handle on that did not have the correctly sized holes; where the factory knowling sent out a defective product. They should have sent a repairman to my home to fix the problem. I'm a 70 years old living alone, not very mobile and can not lift that mower, that is the reason I had the mower shipped to my home. To ask me to load the mower on my car, take to a local repair shop, go back load the mower into my car, bring it home and again unload the mower is Asinine.

• Initial Complaint

  Date:09/06/2022

  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.

  Purchase a brand new 2022 Troy-Bilt riding lawn mower built April, 2022 Purchased on June 22, 2022. from Babcock & More furniture Cleveland, Georgia financed.. The wheels were put on inproperly and it caught on fire on September 1, 2022 MTD told me to take it to a warranty place which is 45 miles away I will not it's in my yard unable to move it because it will not start it is a complete loss. It only has 8 hours of operation time on it before it caught on fire. I want them to pay Babcock & More the money I financed and the payment I made and come and get this off my property. I've now replaced it with another lawn mower that I paid cash for. $2700.00

  Business Response

  Date: 09/15/2022

  Dear ********,

  This unit will need to be seen by a service dealer in order to determine the cause of the problem.  A customer service agent has spoken with the closest dealer to Ms. ********* regarding pick up of the unit.  Both the service dealer and the customer service agent have reached out to Ms. ********* and have left voice messages for her to return their call.  Please have her call M & M Small Engines at ***** ******** and/or our customer service department at 800-269-6215 and reference case number ********.

  Sincerely,

  Stanley Black & Decker, Inc.

  formerly MTD Products Inc

• Initial Complaint

  Date:08/30/2022

  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 5/25/22 i bought a craftsman riding mower. It worked 3 times then would run but not move.I have a small yard. The battery then died I charged it thinking maybe something was left on it started and still would not move. I brought it back to lowes where i purchased it for $1875.00. They told me it was 5 days over their 30 day warranty.I asked to talk to the store manager they would not return my call.I called craftsman and was told they would send someone out in 2 months but i would incur a cost of $135. I then called an authorized repair place and they agreed to look at it but again I would Have to pay to have it picked up and returned. I brought it there. ***** and son in ************* ***** ************ they tell me ****** & ******** and Craftsman are blaming each other. The battery is over charging and getting ruined they have put 2 alternators in it. I am a 100% disabled vet and had to buy another mower so the grass would not become a fire hazard and the grass choking out flowers and beneficial plants. I was given a case number and phone number by ******************* today to call brigs and ******** I called them they transferred me 2 more times and was on the phone for an hour, then told to call Craftsman. I do not feel it should be up to me to promulgate this issue. Apparently ****** and ******** is aware of the problem I was told today.

  Business Response

  Date: 09/01/2022

  Dear ********,

  A customer service agent has researched and investigated the issues ******************** has had with his unit and spoken with the service dealer that has inspected the unit.  That agent has also been in contact with ******************** and has advised him that as a one time courtesy we will be reimbursing him for the unit and a check is set to be issued to ******************** on 9/7/22.

  Sincerely,

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

  formerly, MTD Products Inc

• Initial Complaint

  Date:08/29/2022

  Type:Product 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 2/22/21 we purchased a Cub Cadet LT 42inch model *********** and about two weeks ago it quit working . An authorized service dealer said it has a faulty transmission. The service told me ETA on the replacement transmission was 10/1 but that was only an estimate and not a guarantee. And that parts are hard to get. MTD agent just kept telling I would just have to wait for the part and that MTD refuses to refund my money. I told the agent that hiring my lawn cut wold be expensive and MTD should pay for that cost and of course he refused that too. So I’m here without a way to cut my grass.
  I just want what is right a REFUND

  Business Response

  Date: 09/15/2022

  Dear ********,

  I apologize for our delay in responding to this Complaint.  This unit is currently at a service dealer and a customer service agent has authorized the dealer to replace the transmission on this unit.

  Sincerely,

  Stanley Black & Decker, 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.

  We just got a message that the mower is ready for pickup.

   

• Initial Complaint

  Date:08/24/2022

  Type:Product 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 March 9th, 2022 I purchased a Craftsman M320 Lawnmower, Model ***********, Serial # *********** from Lowes in Mount Vernon, Washington. The lawnmower has been streaming out fluid (I think it's oil) from the front of the lawnmower since the first day of use, and has been doing so since.
  
  I contacted your customer support, ticket # ******** and ********, and they directed me to the closest authorized service center, which is Matt's Equipment Repair https://mattsequipmentrepair.com/ , however he is no longer operational. All the other service centers (ie: Monroe, WA or Oak Harbor, WA) are at least an hour away, which is too far for me to travel for this issue. In addition to this ongoing mechanical issue that started right out of the box, I am unsatisfied with the design of the lawnmower, specifically the self propelling operation.
  
  Considering there is no authorized service center within a reasonable distance and that I know longer feel safe using this lawnmower, I am requesting a refund or replacement.

  Business Response

  Date: 08/26/2022

  Dear ********,

  A customer service agent has spoken with *** ****** and given him contact information for dealers in his area.  *** ****** indicated he will be closing the complaint.

  Sincerely,

  Stanley, Black & Decker, Inc.

  formerly, MTD Products Inc

  Customer Answer

  Date: 08/29/2022

  [BBB Transcription via Email]

  ***** ****** *********************
  Sat, Aug 27, 9:01 PM (2 days ago)
  to me
  
  Hi ********,
  
  I have received the necessary support from this company and would like to close or cancel this complaint.
  
  Is there a way I can close or cancel this, or is this something you can do on my behalf?
  
  Please let me know if you require any additional information, and thank you in advance for your assistance.
  
  ***** ******
  
  

  
  

• Initial Complaint

  Date:08/23/2022

  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.

  Bought a Craftsman lawnmower from Lowes in March of this year with a two year warranty on it. In June when I put it in gear and let out the clutch the transmission would make a loud poping noise and shift lever would move almost coming out of gear. Lawn &Mower Docs picked it up and replaced the transmission. When I got it back its doing the same thing. I called MTD. They said to take it back to the mower repair shop And they would figure out what is wrong So I called and set up appointment and gave them the case number MTD gave me. Now they called and said dont bring it in as there is nothing they can do. This cost $2000.00 and they cant fix it? Shouldnt they replace it? Mechanic at ************ Docs said this aint the first one they have seen do this

  Business Response

  Date: 08/26/2022

  Dear ********,

  A customer service agent has researched this complaint and spoken with the service dealer and the customer.  An authorization has been entered in our system to cover pick-up and delivery of the unit, up to 1.5 hours of labor, and only if the old transmission is bad and needs to be replaced, we will cover the cost of the new transmission.  Our **************************** can be reached at ************ and please reference case number 08133804.

  Sincerely,

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

  formerly, MTD Products Inc

• Initial Complaint

  Date:08/16/2022

  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 Cub Cadet bagging system, part number ***********, a few years ago. Within those few years of use, all of the plastic clips have broken off. Due to this, I had to drill holes and secure the plastic shell with zip ties. One of the plastic lid hatches broke, and now the lid will not remain securely fastened down. I'm now having to use bungie cords to keep the lid on, because without them it will fly open and shoot grass everywhere. I called Cub Cadet and they opened case number ******* and requested pictures of the damaged parts. I sent pictures of the parts and they swiftly notified me of replacement parts being mailed. When I asked for the replacement model, part number ***********, to be sent instead of replacement parts for ***********, because Cub Cadet has it listed as, "Improved hood design for the 2021 season for better performance and replaces bagger model ***********," no one responded. I then left a review on the item at ************* and Cub Cadet assigned case number ******** and asked that I call in to discuss my concerns. I called and spoke to a customer service representative and was told part number *********** did not replace *********** and that replacement parts were only being sent to me as a one-time curiosity. When I inquired about why the ********* website would state part number *********** replaced ***********, I was told ********* was wrong. I find this to be untrue, because pictures of the same mower I own show the newly released bagging system. While it's nice of Cub Cadet to send replacement parts, not really surprised considering the amount of money spent, they should be accepting of the fact that they released a faulty product, ***********, and should be willing to replace it with ***********.

  Business Response

  Date: 08/17/2022

  Dear ********,

  Due to the expiration of the warranty, a part order was submitted at no charge, on August 16th to replace the needed parts for the attachment.  Design changes occur depending on attachment and model number requirements however, with the
  replacement parts being sent at no charge, we have offered a viable solution to get the unit back up and operational.

  Sincerely,

  Stanley, Black & Decker, Inc.

  formerly MTD Products Inc

• Initial Complaint

  Date:08/15/2022

  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.

  On January 14th 2022 I filed a warranty claim with Craftsman MTD products. Numerous times I tried having a certified service place pick up the snowblower through the warranty center and claim. After many attempts Craftsman told me the Repair Shop in ********** would be picking up my snowblower and Craftsman would cover the cost of pickup and delivery for the trouble. After them picking up my snow blower that was brand new never had been used before did not work out of box, the Repair shop disconnected their number and would not return my calls. I began in March reaching out again to Craftsman and trying to get my snowblower back, which was very difficult because they would not return my calls. I eventually spoke to a manager In June at Craftsman that apologized and told me I would receive a full refund if I called back with the serial number of product which I did and got a different manager who told me she would call me back after reviewing all my calls because the line is recorded. I explained to Craftsman I hate complaining but they told me sense i have had nonstop problems and the snowblower still not back I would recieve the refund. There names were ***** and *****. Now on 8/15/2022 after over 10 calls and messages left to Craftsman they will no longer return my calls and I never received refund and have no snowblower. Craftsman will not help me resolve this or issue the refund because they wont return my calls it has been months and I need help at this point resolving the issue with a refund I was promised Case number # ********

  Business Response

  Date: 08/24/2022

  Dear ********,

  A customer service agent has reached out to ************** and the service dealer that has inspected the unit.  The unit was found to have had old gas in the carburetor and affected the operation of the carburetor, which is not a warranty issue.  

  Sincerely,

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

  formerly, MTD Products Inc

  Customer Answer

  Date: 08/24/2022

   I am rejecting this response because:
  
  I responded asking how much the repair would be and still a time frame on when i would receive the snow blower back and still they do not have any clue and no communication besides the one phone call was made with a unprofessional staff member. I do not think nine months is a reasonable time frame to now tell me nothing is covered and still not able to give me price or a estimated return. The representative who reached out to me told me he was reviewing all my calls because he did not believe I was going to be issued a refund and never called me back or returned my email once again.

  Business Response

  Date: 08/26/2022

  Dear ********,

  We are unable to advise on the service dealer's pricing or timeframe for repairs as they are not a part of *******, Black & ******.  ************** will need to contact them directly for that information.

  Sincerely,

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

  formerly, MTD Products Inc

  Customer Answer

  Date: 08/29/2022

   I am rejecting this response because:
  
  This is their certified dealer who they contacted and were only able to get ahold of its is going on almost a year. I do not understand how these questions are unable to be answered or unreasonable . Bringing me back to where I originally started and then no one will answer me and I will not recieve my snow blower back. The customer service representative from MTD that contacted me only because I filed a BBB Claim still has not contcted me back regarding anything he said he would. I do not understand how this company can treat their customers so poorly. Will not honor my warranty will not honor my refund and then still after asking for a price or any information still wont help with that

• Initial Complaint

  Date:08/15/2022

  Type:Product 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.

  Reference PO#D0261925P1 On 04/25/2022, I ordered parts for my 2014 Cub Cadet riding mower model LTX **** including an air filter but they sent the wrong one. I have made approximately 12 phone calls and written 2 letters trying to resolve this issue but to no avail.I would like for them to either send me the correct filter or refund the $24.99 charged for the incorrect filter.I even asked them to send me a return shipping label so I can return their filter but again, no response.

  Business Response

  Date: 08/15/2022

  Dear ********,

  Please be advised that **************** has been credited today - -  $21.99 LESS DISCOUNT (****%) $138.00 = $20.61 + TAX $1.96 = $22.57.  If **************** has any further questions, he can contact ************ and reference case number 07748348.

  Sincerely,

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

  formerly MTD Products Inc

  Customer Answer

  Date: 08/17/2022

   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.But it is a shame to have to go this route to get a resolution.Many thanks for your help.*************************** ******************* **********

• Initial Complaint

  Date:08/13/2022

  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.

  We purchased a ****-Bilt Front Tine Tiller (Model 21B-34M8766) from ********** on 06/26/21 for $549. After unpackaging the product and assembling it, we found that one of the tines was not the correct part. They packaged and sold a product with two of the same tines, instead of the correct four tines. We believe this was done knowingly due to parts shortages and the hope that the customer would not notice that the incorrect tine was included. We called ****-Bilt customer support in July 2021 and were told the part would be available in October. Case # **-301245 was opened on our behalf. We called in October 2021 and were told the part would be available in January 2022. We called in January 2022 and were told the part would be available in April. We called in April 2022 and were told the part would be available in July. We called in August 2022 and were told the part would be available in November. We are tired of getting the run around and would like the part as soon as possible so that we finally have a fully functional product that we paid we. Pulling a part from the production line would be acceptable.

  Business Response

  Date: 08/24/2022

  Dear ********,

  A customer service agent has been in contact with ************ and ********** regarding this complaint.  A replacement part has been located and it is set to be shipped directly to ************ on Monday, August 29.

  Sincerely,

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

  formerly, MTD Products Inc

  Customer Answer

  Date: 08/31/2022

   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.  We received the correct part today and are very pleased with the companys attention to this matter.