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

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:08/11/2022
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 ordered a weed ****** from ********** on 2/23/22. After 5 months and using it about 5-6 times it doesn't start. I contacted ************* and they gave me a case number and the name of a service center to look the unit over. I dropped it off on 8/9/22. The next morning they call and tell me its the carburetor. Its clogged because the gas had a high percentage of ethanol. I asked how was that tested and was told gas has a higher amount today. I find it very hard to believe that after putting gas in 3 times with unleaded gas it caused this problem. I could see if over 5 years it could be clogged but not 5 months. I also have an extended warranty that is not covering anything because they say its still under original manufacturers warranty. I just want it fixed and feel it should be covered.
Business Response
Date: 08/23/2022
Dear ********,
Per the dealer evaluation no further action is being taken at this time. Poor fuel quality was the result of the failure as confirmed by our technical group through contact with the service dealer. Should ************** have additional questions, please have him call ************ and reference case number 08027912.
Sincerely,
*******, Black & ******, Inc.
formerly, MTD Products Inc
Initial Complaint
Date:07/29/2022
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 used the chat function with Cub Cadet and gave them my tractors Serial number and model number and asked if they made a mower deck for my model still. I was informed yes and was given a link to purchase it. I ended up purchasing it and it arrived on July 22. The mower deck was not the right one for my mower. I proceeded to call them and try to get the right one sent. I was told I had to ship back the wrong one then they would refund my money and I could then purchase the right one. I shipped the deck back out on Monday July 25th and according to tracking it arrived and was signed for by them on Tuesday the 26th. I waited until July 28th to call because we hand. It received our refund yet. I was then informed that the credits department is running behind on credits and will probably have to wait until August 22nd before I get a refund. This is unacceptable and I have told several Cub Cadet employees as much and still get told well that’s just how long it is going to take to fix an error that I didn’t even make they did.
Business Response
Date: 08/08/2022
Dear ********,
We apologize for the experience Mr. Noble had with his order. A credit has been issued and will process by the end of this week.
Sincerely,
Stanley Black & Decker, Inc.
formerly, MTD Products Inc
Customer Answer
Date: 08/08/2022
I am rejecting this response because:
As can been seen in the files of the pictures of my bank account I was not refunded the full amount. I was charged $877.44 for the deck & shipping. I only received $798.44 back today. I am missing $79. Cub cadet told me which deck to purchases I have a chat log that proves as much with a link from a customer service rep for the deck to purchase. I am assuming they kept the shipping which is unacceptable. This was their mistake not ours and I have to pay the price for it. Without they extra shipping money back we cannot afford to purchase the right one now. I expect my full amount back not the amount minus shipping. Again I must state this is their fault not mine.

This is unbelievably ridiculous that they think this is OK and how you treat a customer.
Business Response
Date: 08/12/2022
Dear ********,
We apologize for the confusion regarding *** ******* credit. A credit has been issued to Mr. Noble for $83.74 ($79.00
+ TAX $4.74).
Sincerely,
Stanley, Black & Decker, Inc.
formerly, MTD Products Inc
Initial Complaint
Date:07/27/2022
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 Troybilt lawnmower from Costco for $357.21 last May 2021. I used it for 4 months/13 mows until the winter months came & my grass went dormant. The lawnmower was stored in my garage in the meantime with ethanol free gas. I spoke to 3 diff Troybilt Cust Svc Reps w/a promise a supervisor would contact me regarding my warranty claim denial. Troybilt covered the diagnosis, but refused to cover the $60 carburetor clean because it was "a fuel issue." Call 1) Rep “******” 7/13/22 Case #********. Need “Diagnosis for mfgr defect” Call 2) Rep “******” 7/14/22 Assigned new case #******** for supervisor “****” to contact me. Call 3) Rep “*****” 7/25/22 Sent me to supervisor VM. It is now 7/27/22, my lawnmower is still sitting at the authorized repair shop & I have not received a call back from Troybilt. I have owned used flea market lawn mowers all my life. This is the 1st brand new lawnmower I have purchased & chose Troybilt based on brand reputation & warranty. It's truly disappointing the used flea mkt mowers I have owned outlasted a brand new Troybilt. My neighbor uses ethanol free gas on his dirt bikes & small engines. He has never had an issue w/a small engine carburetor stored over winter w/ethanol free gas. I am requesting Troybilt stand behind their warranty & cover the carburetor repair/clean.
Business Response
Date: 08/11/2022
Dear ********,
A customer support agent has called and left several voice mail messages for Mrs. ****** regarding this complaint. Our agent has done an investigation and spoken to the service dealer regarding the repairs. According to the dealer, their notes indicate that old fuel was removed from the unit and the carburetor was cleaned. The dealer determined that the issue was the fuel and not the material or workmanship of the carburetor or the engine. Mr. & Mrs. ****** were charged the business standard bench fee for all non-warranty work and that amount was $20.30. The dealer did not charge the customer for the work performed.
If Mrs. ****** would like to discuss this further, please have her call 800-800-7310 between 8:30 AM and 5:00 PM and reference case number ********.
Sincerely,
Stanley, Black & Decker, Inc.
formerly MTD Products Inc
Initial Complaint
Date:07/26/2022
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.
7-26-2022 After 4 months of dealing with cub cadet customer service and 4 different service shops the last one being 7-20-2022 my mower still has the same is***. It will leave strips of uncut or higher cut grass as you mow.I spoke with cub cadet customer service today 7-26-2022 and the representative (******) stated that management had told him not to deal with me any more because they thought I was going to *** them and he hung up. So I called back and spoke to another rep ***** who said that yes that note was in my case no# ******** and ask him to transfer me to a manager but he said he would send a manager a Email and they would get back to me today and no they did not get back to me. case numbers for this are ******** and ******** I have been dealing with this problem for 2 mowing seasons or since I purchased the mower on 4-3-2021. It has been to 4 different service shops that they recommended. it has had the deck leveled 5 times and 3 sets of blades installed and most recently the motor RPM adjusted up and a spring on the deck replaced and the deck leveled yet again by *********** in ******** **. mower still leaves strips of uncut grass. So Cub cadet or MTD customer service is saying they will now not honor the 4 year warranty on the mower or speak with me about the mower. This is the steering wheel model Pro Z ***************************************************************** my money back
Business Response
Date: 08/08/2022
Dear ********,
We apologize for the issues ******************** is experiencing with his unit. We will need a determined cause of failure from an authorized service dealer in order to know how to proceed. I have provided a list of authorized service dealers in his area below:
********************* Inc.
200 *************, ******, ** 37841
**************

********************************
219 *******************, *********, ** 37757
**************

Solid Rock Lawn & **************************************************************************************** 42633
**************

********************************
2520 *********************, *******, ** 37716
**************

*******************
476 *************************************** 37716
**************

**********************
2136 ****************************, *******, ** 37716
**************

******************, Inc.
1199 ****************************************** 42503
**************

Four Seasons Farm, Garden &Home Supply
1725 ****************************************** 40906
**************

********************************************************************************************************* 38571
**************

******
13125 **************, *********, ** 37932
**************

************************
807 ***********************, ******, ** 40741
**************
Sincerely,
************************* & ****** Inc.
formerly, MTD Products Inc
Customer Answer
Date: 08/08/2022
I am rejecting this response because:

Mower has already been to 4 of the service shops you have listed above case numbers ******* and 07827510 The last being ****** sop in ******** ** ************
The mower has had the deck leveled 5 times the blade replaced 3 times a spring replaced on the deck and the engine RPM raised up all this year, but still leaves strips of uncut grass.
on **** I called your customer service line and first got ***** and then ****** who said they were told by management not to speak with me that they were not going to work to fix the mower or honor the 4 year warranty because they thought I was going to sue *********** I do have those conversations recorded if you would like to hear them.
If you are not going to honor the warranty on this mower and repair or replace it. than you will leave me no other choice but to take to the courts.

Thank You
Business Response
Date: 08/11/2022
Dear ********,

A customer service agent has researched the statements made by ******************** in his complaint. That agent reached out and spoke to the service dealers that have inspected and serviced this unit. One dealer replaced the blades as a customer courtesy and has indicated no defect to the deck leveling. Another dealer indicated the deck was a little out of level which they corrected and they sharpened the blades. That dealer tested the mower and it mowed correctly and when they took the unit to the consumers site and mowed there,there was no issue with the cut and the consumer agreed. Another dealer changed the *** to assume a more normal *** and replaced a spring on the deck to provide better tension to the deck belt. The unit was then tested and it mowed with no issue. That dealer indicates there were no strips left behind during testing and the unit was working well.

Should ******************* wish to discuss this matter further, please have him call ************ between 8:30 am and 5:00 pm and reference case number 07689727.

Sincerely,
*******, Black & ******, ***.
formerly MTD Products ***
Customer Answer
Date: 08/11/2022
I am rejecting this response because:

No one has ever came to my home or mowed anything at my home that is a lie. now I have showed ever dealer the pictures of what the mower is doing and have pictures of each time I have used the mower.
I delivered and picked up the mower each time it went to a shop so why the lie. Pleas tell me which shop or guy came to my home bet you cannot.
I will be glad to send you the pictures of the latest time I have mowed my yard and you can clearly see it is leaving strips of grass as you mow.
only one dealer mowed more than a strip of grass in my presence and that was the *********** in ******** ** after he adjusted the rpms up they took it across the street and mowed and then the owner came out and said he thought it still was not mowing correctly and wanted to keep the mower to do more work on it. they are the ones that put the spring on it and adjusted the deck they said and I picked it up. I do have the ticket if you would like to see it.
I also called the number you asked me to call in your response which was just the standard customer service line and the rep sent me to a supervisor who is never in so I left a message. Bet they do not call me back just like the last time I left a message with a supervisor.
I also have that message recorded if you would like to here it.
Why lie just fix the mower it has a 4 year warranty
Why lie just fix the mower it as a 4 year warranty
Business Response
Date: 08/24/2022
Dear ********,
Inspections, tests and courtesy repairs have been completed by several dealers. The minor issues involving the use of the machine were corrected.
Sincerely,
*******, Black & ******, Inc.
formerly, MTD Products Inc
Customer Answer
Date: 08/24/2022
I am rejecting this response because:

Yes is has been to 4 different shops and NO the problem still exist it has not been corrected.
Guess you couldn't come back from the lie you told in your last response about some one coming to my home.
If you are refusing to fix the mower than say that so everyone whom should read this knows the truth.
and just so everyone knows I did call the number you left in your response to talk about the issue as you suggested and was immediately sent to a supervisor line that no one answered and ask you to leave a message as I had done before, I left a message and of course no one ever called me back. Just another lie from you.
Since you Cub Cadet seem to be refusing to repair, Replace or do something to make this mower work correctly as well as **** at solid Rock Lawn and Garden who sold me the mower has also done I will have no other choice but to file my complaint with the court.
This is how you treat a customer that has paid close to 7K for a mower. Hope a lot of people read this before they but anything that has cub cadet name on it.
Initial Complaint
Date:07/21/2022
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.
We were working with MTD Shelby Operations in November/December of 2020 in regards to a deck for our riding lawnmower. Because of issues with the deck we returned and them unable to refund our money, they offered us a free maintenance kit for the mower. I was given a case number and told there was no expiration date for claiming the free kit. Being as we had just had our lawnmower serviced and having to get another mower, we haven't used the Troy lawnmower as much, but still used it. We are just now in need of the maintenance kit for it. I called and was told that I could not get the kit free anymore since it was 2 years ago. I pointed out numerous times that I was told there was no time limit for being able to get the free maintenance kit. All they were willing to do was offer 10% off of it. This is unsatisfactory since I was originally told there was no time limit. If they wanted me to get it by a certain time, they should have told me that in the beginning. It did not seem prudent to get it at the time the offer was given, and when they said no time limit, I figured I would wait until needed. Bottom line on the whole issue is that they told me I would get a free maintenance kit for my trouble and there was no time limit for getting it. Now they are going back on their word and only offering 10% off.
Business Response
Date: 07/28/2022
Dear ********,
Please be advised that a customer service agent has been in contact with Mr. ****** to confirm details of unit. A maintenance kit was sent to Mr. ****** at no charge to him.
Sincerely,
Stanley, Black & Decker, Inc.
formerly, MTD Products Inc
Initial Complaint
Date:07/18/2022
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 recently purchased a Remington chainsaw via a seller on eBay. Included in the information was an insert that said "Register your product at www.mtdproduct.com (US) or www.mtdproducts.ca (Canada) to have parts, owner manuals, and warranty information at your fingertips.

I followed the instructions and went to www.mtdproducts.com. I looked all over on the website to see where I could 'register' my product. It is nowhere to be found. I am unable to call the number and was hoping there was a contact section to email the company on the website. There wasn't so this seem like the next best way to get a hold of the company and to have the interaction documented. I don't know why the company would make it that hard to register the product unless they really don't want you to register the product and have the warranty information.
Business Response
Date: 07/19/2022
Hello *** ********;

Thank you for reaching out. We apologize for the inconvenience you have encountered registering your unit. We agree there can be an improvement on navigating within to locate the registration page. I have taken screen shots with instructions and attached to this complaint.
Should you need any further assistance. Please do not hesitate to contact our Customer Support Representatives at ************ and reference your case #********.

Sincerely,
Stanley Black and Decker
Formerly, MTD Products Inc. (Remington)

Customer Answer
Date: 07/20/2022
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. It is one of the best response that I have ever gotten from a company on an issue and appreciate the information.
Initial Complaint
Date:07/14/2022
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 purchased a Cub Cadet electric ride-on lawn mower from ********** on May 30, 2022 which was delivered on June 13, 2022. The mower was first used on Tuesday July 12, 2022 with only 1.2 hours of usage. The mower is used for maintaining my lawn, which is only .3 acres, and a flat terrain with no incline. The mower stopped working during its first use and displayed an error code 525, which, according to the user manual, is a fault error for the left drive motor. I called ********** which referred me to Cub Cadet customer service. I called ********************** customer service on Tuesday July 12, 2022 at least 5 times with no service outcome. The company dismissed the issue and offered NO RESOLUTION. I tried to escalate the problem to a manager, and was given a phone number to only leave voice mail with no return phone calls. This mower cost over $3000.00 and cannot be used because it faults an error code, and stops working when trying to use it. I want the unit replaced with a NEW UNIT.NOT A REFURBISHED MODEL. It is apparent that Cub Cadet does not care about the product it manufactures based on the horrible customer service I received. The company appears to be selling corrupt technology that even they, according to the customer service individual, cannot repair.
Business Response
Date: 07/14/2022
*********************,
We apologize for the issues you have had with your unit. Per your owners manual, the unit will need to be seen at an authorized repair firm to determine the cause of the error. A few firms in your area are below:
********************** - ********************************************************************************* - ************
*********************** - ******************************************************** - ************
******************** & Service - ************************************************************ - ************
Sincerely,
*******, Black & ******, Inc.
Formerly, MTD Products Inc
Customer Answer
Date: 07/19/2022
I am rejecting this response because:

The mower was used ONCE and no longer works. The locations mentioned will not pick up the lawn mower and I do not have a way to transport it. You will need to offer another solution if you are not willing to replace the mower or have someone come and get it. I find this ridiculous that I have to spend money to have it fixed when it is obvious Cub Cadet is manufactured a problematic product.
Initial Complaint
Date:07/13/2022
Type:Delivery 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 Placed an online order on or about June 4th with Cub Cadet for 2ea. 710-05173A / 3/4 - 16 X 6 Gr 5 (order # **********) and paid $53.21. The items were never received. Cub Cadet did not supply delivery of these items. UPS tracking ( tracking # ****************** ) shows the shipment damaged in transit with no other information available. On or about July 13th. After numerous attempts to contact Cub Cadet customer, contact was achieved on July 13. Cub Cadet provide a case number ( ******** ) and promised a refund.

I have not received the product ordered.
I have not received the refund promised.
I am unable to contact Cub Cadet to supply remedy for my purchase - no reply to my inquiry.
Business Response
Date: 07/14/2022
Dear ********,
Our research into this complaint has shown that the customer has been credited in full $53.21 as of 7/14/22.
Sincerely,
Stanley, Black & Decker, Inc.
formerly MTD Products Inc
Customer Answer
Date: 07/18/2022
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. The credit was applied. Thank you.
Initial Complaint
Date:07/12/2022
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 54" Cub Cadet riding lawnmower in early March, 2022. I bought it early because last year, there were no lawnmowers to be found. I paid $3k before taxes.

The first time I rode it was AWFUL. After doing a bunch of research, I realized they sent it with all tires terribly over inflated (this is so it doesn't bounce around while being delivered to stores). I adjusted all the tire pressure.
The next time I used it for a couple hours and it just died. DEAD. It won't turn over or anything. This happened in the middle of my field and my 62yo butt had to push it all the way back to my pole barn. I called Tractor Supply to come get it.
They took it to a repair shop and returned it the following week, saying there was water in the gas tank.

The next time I used it, "things" (pebbles, sticks etc) were blowing out of the chute and hitting me in the face and legs. I showed the kid from Tractor Supply the mark on my nose where a pebble or something hit me. I called Tractor Supply and the same kid came out and told me the chute is messed up. (That's actually what's written on the repair paperwork) " New blades and chute is messed up"

They took it to the repair shop June 6th and it's STILL THERE. Now, I'm being told the blades are on back order and it will be at least another month. And that not only did it need a new chute but needs a spindle.

I called Cub Cadet and they pretty much told me I'm SOL. That I'll just have to wait for parts to come in. They will NOT change it out for an actual working mower, and will not return my so I can buy something that actually works.
I could understand if the mower had years and hours on it but it doesn't. It had 7 TOTAL HOURS. So, for $3K, I have no lawnmower. The kids from Tractor Supply offered to "rig it" and put some kind of bolt in the deck to stop all the things blowing out.
I am so frustrated ! I either want an exchange for a new mower that works OR a full refund.
Thank you
Business Response
Date: 07/26/2022
Dear Ms. ******,
Please be advised that a customer service agent has reached out to Ms. ******* regarding the issue and he also ordered new blades to be sent as our records show blades are in stock.
Sincerely,
Stanley, Black & Decker, Inc.
formerly MTD Products Inc
Customer Answer
Date: 07/27/2022
I am rejecting this response because:

MTD DID call me and were unbelievably condescending in their response. I was told there was nothing I could do but WAIT and when they get new blades, they get them.

However, my filing this complaint was NOT just because of the blades and their inability to secure any in (so far 7 weeks). My complaint included that there is NO reason that a BRAND NEW, OFF THE SHOWROOM mower should need new spindles and a new chute because pebbles and other things were flying out the chute with some hitting me in the face. Again, I showed the kid at Tractor Supply the nice red mark on my nose where something from the chute, shot out and hit it. The rep from MTD told me this was NOT possible because the chute only spits things out of the side of the mower. I suppose that would be true. IF THERE WASN'T AN ISSUE WITH THE CHUTE that was clearly marked on the repair ticket as being "MESSED UP"
They again, refuse to replace my lawnmower with 6 hours on it, with a new one, refuse to return my money, refuse to provide a loaner, refuse to help cover the cost of my yard maintenance. I told the MTD rep I actually had to purchase a USED mower for $500 and put another $200 into it to get it running so my 2.5 acres do not become completely unmanageable.
They could CARE LESS. I told them at this point, I feel like I should file theft charges against them. They have my $3,200. AND they have my mower. I have zero dollars and zero mower.(actually -$700 and no new mower)
Then, for a bit of icing on the cake, the smart alec from MTD wanted to let me know the first time the mower was in the shop was MY fault because I put gasoline in it that had water in it ? What ?? How do I know the gas I put in did that ? Could it have possibly been from the gas that was in the mower when they delivered it ?

I am 62 years old. I, along with my father have been mowing these 2.5 acres for EVER and NEVER ONCE, EVER, did a mower quit because there was water in the gas. EVER ! My mower is kept in a pole barn.

I was so frustrated with the lack of concern and arrogance on their part, I thanked them for calling and hung up.
This is unacceptable. Their response to you is a clear reflection of their non-customer service.

I want the mower REPLACED with a NEW one OR give me my $$$ back.

I wish I could have recorded how flippant their rep was.

see attached.....

thank you,

Business Response
Date: 08/01/2022
Dear ********,
We apologize for all the issues Ms. ******* has experienced. On July 28, 2022, a customer service agent spoke with the dealer who was servicing the unit, and was informed that the 3 blades were delivered and the unit has been repaired. The dealer has reached out to TSC and advised them that the unit is ready for pick up.
Sincerely,
Stanley, Black & Decker, Inc.
formerly MTD Products Inc
Customer Answer
Date: 08/01/2022
I am rejecting this response because:
They have DONE NOTHING ! Returned the mower with 2 hours of additional usage on it. HOW DID THAT HAPPEN ? Did they mow someones lawn with it ?

Are they NOT reading my complaints ??? They continue to make YOU think the blades were the issue. This is outrageous !!! They've not explained WHY a brand new mower needed new spindles and a new chute. They aren't telling you about that.

They delivered the mower MINUS the brand new high lift blades that were on it AND with 2 HOURS added to the usage on the mower. I want my original blades (you know, the ones that had less than 7 hours on them BUT NOW have 9 hours) ? Those - yes, I want those back.

How did they put TWO HOURS on the lawnmower and bring it back with ZERO gas? They're blowing YOU off just like they blew me off. If the BBB cannot get an acceptable outcome, I guess I'll take it from here.

I'll now take the I DON'T GIVE A CRAP attitude that THEY have and take the time to post this complete experience on all Social Media outlets, so people understand the complete lack of consideration Cub Cadet gives one, AFTER they have your $$$$.

Really pitiful responses.

Customer Answer
Date: 08/11/2022
From* ****** *******************
Date: Thu, Aug 11, 2022 at 12:38 PM
Subject: Re: You have a New Message from BBB Serving Akron Ohio, Complaint #17555490
To: Better Business Bureau <[email protected]>

So, you did NOT ONE THING.

What was the point of my writing to you ?

WTH has this Country come to ???

So sad and pitiful.

******
Initial Complaint
Date:07/10/2022
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 SC300HW lawnmower on April 13,2022 from Mowers Direct. When I received it via fedex and opened the box I had to remove the wing knobs to connect the handlebar head piece and one of them was stripped right out of the box. So I had to order another wing knob and wait weeks. I then put the mower together at that point and noticed that the handlebar head piece was off center -cockeyed-tilting to the left. I used the mower as my grass was in desperate need of cutting even tho it was off kilter. After i cleaned it with a garden hose and paint began chipping off underneath of the brand new mower. I then saw on the back of the mower the wheel plates are welded on wrong and makes the mower sit at an angle. I ma** multiple attempts to reach cub cadet and would be unable to hold for sometimes more than an hour but finally got thru on May 19. I spoke to ********* ***** and i was told to bring it to a service center. Case ********. I went ******** Ser vice in ***** ** on May 23 they required i pay $60 for them to take the mower but it would be close to 8 weeks before they could even look at it. I decided that 8 weeks for a brand new mower in peak grass cutting season was ridiculous. I contacted cub cadet again on June 22 and spoke to *** who said the issue was over his head and he was transferring me to a supervisor but he cold transferred to a voicemail that would not allow a message to be left. My wife then started leaving messages on Facebook and Facebook messenger after they requested a private message. Weeks went by with nothing from them. They did respond once saying to hang tight but then nothing weeks after that. I finally got a voicemail the other day from Delilah from MDT but all she did was read me their warranty policy which was not the issue . At this point I feel that I should be able to return this product and be refunded the $60 their warranty contact required me to pay as i have been without usage of a brand new mower for months.
Business Response
Date: 07/11/2022
Dear Mr. *****;

Thank you for reaching out to Stanley Black and Decker, Formerly MTD Products Inc. surrounding your cub cadet self propelled lawnmower. We apologize for the inconveniences you have encountered. Your warranty does cover any manufacturing defects during the course of ownership outlined within your owners manual. We see that you were referred to several authorized service centers. While we do not control over the authorized service centers work schedules during peak season, we do see that multiple service centers were supplied during your contact with us which I have noted below.
The unit in question was not purchased directly from the factory and therefore all returns are between you and the place of purchase.

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