Business Profile

Lawn Mowers

MTD Products, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/26/2025
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.
*** had a mower produced by cub cadet which is owned by MTD products. The battery has now died twice in the last two years and owned it for three. The first time it was said to be because the manufacturer put a bolt through the battery which was a fire and health risk. Now i have to pay again to have this mower fixed again.
Business Response
Date: 04/01/2025
Good afternoon **** ******,

We're sorry to hear you haven't been satisfied with your Cub Cadet equipment. We do take our customers' opinions very seriously and the feedback we receive helps us build better products. This case has been documented internally, and if you would like to discuss this problem further, give us a call at *************** and mention your case # ********.

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

Sincerely,

MTD Products by ******* ***** & ******
Initial Complaint
Date:02/27/2025
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.
We had recently ordered online a lawnmower from Home Depot but when it arrived the box was barely holding together and come to find out they had sent us a returned product so I returned that item and shopped at our local Lowe's store for a new mower (October 9, 2024). I thought if I bought it at the store I wouldn't get burned with a returned item. Wrong, after I made my Craftsman purchase at Lowe's I got home and opened up the box to find that we had been duped again. The oil bottle was completely empty, discharge chute deflector does not hold tight against the mower frame to keep debris from shooting at me while mowing, and the box did not have the discharge chute. I first contacted Lowe's on October 9, 2024, the same day I purchased the mower). They replied on October 15, 2024 telling me to contact Craftsman to obtain the missing part. I emailed Craftsman who told me to contact c*******************************. I emailed them a couple of times with NO response soo I contacted Craftsman support again. They said they would escalate my request directly to ensure it receives the attention it deserves. Then I didn't hear from them again so I sent a follow up on October 31, 2024 with a reply to contact c******************************* again. Again, I explained that I had already contact c******************************* with no reply. Again, Craftsman rep said they would escalate my request and then I wouldn't hear from them again. This has gone on for months with the same reply from Craftsman and no follow through. We have to mow our lawn and I cannot use the Craftsman mower the way it is. I have made several attempts with Craftsman with no results which leaves me no choice but to ask for a full refund since I have to buy a new lawn mower this weekend so I can get my grass cut.
Business Response
Date: 03/06/2025
Good afternoon ***** ******

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. Our records indicate that the email correspondence
was sent to an automated unmonitored queue, which is why you did not receive a
follow-up to your inquires. We apologize for the inconvenience. We want to
assist you with resolving this matter as quickly and efficiently as possible. We
would encourage you to give us a call at ************** at your earliest
convenience and reference your updated case # ******** 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
Initial Complaint
Date:02/22/2025
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.
On August 13, 2023 I purchased a XT1 Enduro LT 46 in. 23 HP V-Twin Kohler 7000 Series Engine Hydrostatic Drive Gas Riding Lawn Tractor from Home Depot which was delivered to my home a week later. I used it 3 times during the winter of 2023/24. Before I left my home in April 2024 for the summer with 4 hours on unit. When I returned home in November, I removed the mower from storage and checked the oil, charged battery and cut my lawn around my house with no issues. In January 2025 with approximately 6 hours on the mower I began a day long project of dragging branches and logs left from the summer storms to a debris pile on edge of my property and ground clearing of the areas that the debris came from. After approximately 5 hours of continuous use dragging logs and then the mowing the cleared land the mower stopped. At this point I found that the oil drain petcock had come out with all the oil and the Engine seized. I paid your local authorized repair facility, The Yard Stop **** ** *** *** ****** ** *****, $150 to pickup and return my mower for service. After 3 weeks I was notified that my claim was denied and that it would cost over $4,000 to repair my $2,298 mower, claim number ********. I found the missing oil drain petcock on my property, a NPT threaded fitting with no locktite or sealant on the treads. I am appalled that your company will not stand behind a mower that has been run only 11 hours. To quote the representative in your warranty department the drain cock was on their when they sold it so the fact that it was not properly installed and fell out was my problem.
Business Response
Date: 02/28/2025
Good afternoon ****** *******,

We’re sorry to hear that you haven’t received 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. 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. Your engine comes with a separate minimum 2-year manufacturer’s
warranty and any engine related issues would go through the engine manufacturer
directly, and would encourage you to contact Kohler directly for any questions
or concerns you may have in regard to the engine failure. If you disagree with
the assessment of the authorized service dealer, you always have the option to
get a second opinion from another authorized service dealer. If you have any
questions regarding warranty coverage, we would encourage you to refer to your
warranty declaration page.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:02/17/2025
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.
Weed eater 4cycle and 2 cycle Under warranty Took equipment to local repair shop, deemed irreparable **************** instructed to take equipment to authorized service 67 miles from my home: same conclusion and $100 service fee Company will not replace or refund Multiple request Even willing to accept refurbished units
Business Response
Date: 02/25/2025
Good afternoon **** *****,

Were sorry to hear that you havent received 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. Can you please respond to this complaint with your factory model and serial number(s), proof of purchase, and any documentation acquired from the authorized service dealer? This information will assist us with looking into this further and finding resolution. We apologize for any inconvenience and appreciate your patience.

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

Sincerely,

MTD Products by ******* ***** & ******
Initial Complaint
Date:02/16/2025
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.
Snowblower model; *********** I believe that there is mass defects with this engine.

Will not idle. The engine surges. Customer service representatives tell me to run it on half choke.

It will not run on half choke even.

Has done it since the day I bought it.

This has a faulty engine.

I would like to exchange this to a similar snow blower

I do not remember exact ammount i paid for this, I believe it was somewhere around $2000. I would need to look up the reciept.
Business Response
Date: 02/18/2025
Good
afternoon ***** *******,

We’re sorry to hear that you haven’t received the answers you were looking for
from our customer support team. We understand that equipment issues can be
frustrating, and we want to assist you with resolving this matter as quickly
and efficiently as possible. Our records indicate that you spoke with one of
our technical support supervisors ***** on 2/17/2025, and after hearing your
description of the issue, it was recommended to replace the carburetor and he
offered a 10% discount if you decided to order the part from us directly. It was
also determined that you previously ordered a replacement carburetor from
Amazon that did not fit or was not compatible with your snow thrower. If you
disagree with *****s recommendation to replace the carburetor, we would
encourage you to have the equipment evaluated by one of authorized service
dealers, or give us a call at ************** and reference your case # ******** once you are connected with a member of our customer support team for
additional troubleshooting.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 02/18/2025
I am rejecting this response because:
the resolution I am seeking is a refund or replacement. not a repair. Your company already repaired the machine and it didn't fix the problem. it needs to be replaced.
I already brought the machine to be serviced regarding this issue a few months after i bought it and the service technician told me that it is no good and that these models will surge and then turn off. it is unreasonable for me to take this to your place for a second time (when it is now out of warranty ). this should have been replaced back then a few months after i bought it. But I guess I did not realize how severe the issue is. I spent around $2000 on this snow blower, and now your company is playing me to get the service date to inspect this out of warranty period. I know that if I bring it in to get inspected, that will cause the warranty claim to be outside of the original date.
I will also add this information though. I am being 100% cooperative with your response that I received today and I have contacted the service center ** ******* *********. and they told me that my best solution would be to bring it to ******* to be worked on since that is closer. and that they may be able to submit a special authorization for a warranty repair outside of warranty coverage date period time.

(it is unreasonable for me to bring the machine a second time after we already know this is a defective machine with widespread defect against however many customers it was sold to.) and determined that the first time that was well within warranty many years ago.

however, I did consider what you said in your response to my complaint. And I understand that i have a responsibility to cooperate with cub cadet business as well in this matter, (just as they should be cooperating with me).
so despite this already being the second time they are looking at this. I did call the service center to inquire about getting this inspected at their place with a new carburetor to attempt to remedy the issue.

I called the warranty phone number and spoke with ****** who advised me to take these further steps. today he called me back. I explained that I have not called the service center yet to inquire about this repair work. so after my phone call with ******, then i decided that it is probably a good idea to call the service center to get a special warranty authorization and replace or repair the unit.

I spoke with **** at the ******* L&M Fleet service center. I explained that I cannot haul this with the condition my truck is in. She said it would make more sense to bring it to the ******* L&MFleet supply to have then inspect it there.

**** says they cannot do the special warranty authorization without inspecting the unit at the service center first to diagnose it.
he said to submit a warranty claim to repair or replace this, I would first need to call a Cub Cadet Service Center.

and that the only people who are authorized to submit the warranty is the store.

It cannot be done with cub cadet on the phone, and It is impossible for me to do it on the website.

so ****** recommended that i call the local service center (either ******* L&M fleet or ******* L&M Fleet).

So that is what I have done, they told me that they need to inspect the snowblower before submitting a warranty authorization for payment to your company.

and then at that point L&M Fleet will be paid by Cub Cadet to replace the carburetor.

So the only problem that I have with that is that I am not able to bring it to a service center right now because my pickup truck is frozen with a truck camper on it. So with it being so cold and snowy, I cannot take that off of the truck without risking damage to the truck camper.

I explained this to L&M Fleet and they told me that they can pick the snowblower up, and then drop it off in my driveway, but the nearest store is in ******* and it would be a service charge of $3 per mile.

and that ******* wisconsin L&M Fleet is 26.6 miles away from my driveway.

so then round trip would be 53.2 miles.

that makes the total cost of transporting the snowblower to and from the service center an estimated total of 159.6 (I have not checked with ******* L&M fleet to see if they are able to pick it up. I am just doing the math that **** from L&M Fleet told me is $3 per mile)

so I am guessing that it will cost at least $159.6 to transport the snowblower to and from the service center.

today I spoke with Susan. she said that it is not possible for the warranty to cover transportation of the snowblower to and from the service center.

I suggested that the only other option would be to wait until spring when it is warm enough for me to take the truck camper off of the truck.

***** said that a technician would have to authorize any special repairs that would be done

case number list.
********
********
********
******** - chat bot transcript
******** - chat bot transcript

cub cadet warranty is only expired by 4 months (november 2024)

***** transfer

------------------------------------------------------------------------------

offers 10% discount, that is it. cannot
name: ****

only able to advise what the manufacture warranty is.

**** said his hands are tied
within by Wednesday 2/19/2025 or 2/20/2025, a supervisor will call me.
he submitted a supervisor callback ticket/tracker. and a supervisor will be calling me.

I explained. this is out of warranty by only 4 months, and this is a widespread defect. I brought it it a service center already, and the technician at the service center told me that these things are messed up and i am stuck with a broken snowblower.

-----------------------------------------------------------------------------

if cub cadet is willing to pay to have the thing transported to and from the service center, that would be good. But I already brought it to a service center. So there is no reason to bring it there again.

--------------------------------------------------------------------------

this was broken within warranty, a technician inspected it already, and it should have been repaired or replaced.

I paid around $2000 for this snowblower, and I am kind of expecting the company to honor their warranty, especially originally considering I already brought it in when it was within the warranty period.

Customer Answer
Date: 02/19/2025
********

I recieved email today from cub cadet and I attached it to this BBB complaint
"

Response from **** * · CS:
Hello, ********. We’re very sorry to hear that you’ve had trouble with your equipment. We spend countless hours testing to ensure we deliver you a reliable product, so we appreciate you letting us know about this problem. We have documented this issue. If you’d like to discuss this with us further, please give us a call at ************** and mention your case number of ******** so we can better assist you.
"

I called cub cadet today at 11:47 AM becuase **** told me to call the number and give them case number and try tog resolve it.

I was transferred to ***** supervisor again. ***** told me that i am harassing the company. He banned me from contacting them. He said that if I contact the company at all he will void my warranty, he will completely refuse ti resolve the problem, he will block my phone number from calling, the company will not pay me anything.
So at this point even if i want to bring this to a service center, ***** will refuse to do any resolution.

I cannot even schedule appointments at service center without calling the company. And that if I call they will void my warranty and reuse to resolve the issue.

I do not know what to do becuase they are telling me I can't contact them anymore, even though they told me to contact them.

***** said that i can't contact them becuase I called today. He told me that i am not being disrespectful or anything. But I am not allowed to call.

I do not know how to resolve this with bringing it to service center now that I am banned from communication with the conpany.

He is accusing me of harassment and if someone says that, it's really important to leave them alone becuase harassing people is really bad

By the way I did not yell or use any swear words. I have a lot of respect for ***** and a lot of respect for the time he has spent with me on the phone and I have told him that in the first contact I had with him.

I did not harass the company in any way. But since I am accused of this i really can't communicate with their place unless it's through the better buisness bearu.

I don't understand. I thought that people were telling me that ***** is the only person who can authorize resolution. and that he is only offering at 10% discount. And also banning me from trying to resolve the issue.
Customer Answer
Date: 02/19/2025
I do not know what to do at this point becuase ***** banned me from contacting the company.
Business Response
Date: 02/21/2025
Good afternoon ***** *******,

We apologize for any confusion in regard to our previous response, and that you
still haven’t received the answers you were looking for from our customer
support team. Our records indicate that you were informed by *****, ******, and
***** that based on your date of purchase, you are currently at least 4 months
outside of your manufacturers warranty, and that is why this repair will not be
eligible for warranty repair. If you have any questions regarding your warranty
coverage, we would encourage you to refer to your warranty declaration page. Based
on the description of the issue that you are experiencing, it was determined
that it seems to be a carburetor intake issue, and you were advised on multiple
occasions that replacing the carburetor should be the next step. If you are not
comfortable replacing the carburetor yourself, your other option would be to
take the equipment to an authorized service dealer for inspection. We have also
offered a 10% discount off of parts if you decide to order from us directly. *****
reinforced the fact that you have called in multiple times this week and have received
the same suggestion to replace the carburetor after troubleshooting the issue,
and that our diagnosis has not changed. As we explained earlier in our
response, you are currently out of your warranty period, and therefore the
warranty would not be able to be voided, nor would we be able to prevent you
from scheduling an appointment with an independent service provider.

We would encourage you to replace your carburetor as suggested or have your
equipment evaluated by one of our service providers.

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

Sincerely,

MTD Products by Stanley Black
& Decker
Customer Answer
Date: 02/24/2025
I am rejecting this response because:
Why did cub cadet refuse to honor the warranty when i tried to resolve this within warranty covered period of time in summer of 2024?
Initial Complaint
Date:02/13/2025
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.
The unit stopped functioning. I brought the unit to N Outdoor Power (an authorized repair shop) on December 10, 2024. I was told the part I needed was on back order and should be in by January 6 - almost a month away. I was also told that I might have the option of Cub Cadet buying the unit back from me especially since this is a common issue and my unit only had 3 hours of use on it.

After numerous calls back-and-forth to **** *** (N Outdoor Power) and various Cub Cadet phone representatives, I was allowed to send a message to a Cub Cadet manager to call me and straighten this out. Several days later I was contacted by "Levert" who said she was a Cub Cadet customer service manager. ****** told me to wait until January 6, and if the part was not in then she would begin the
process of buying back the unit. In the meantime I was to secure a letter from the repair shop detailing the damage.

January 6, 2024 I tried to reach ****** by phone but was denied access. I was also denied access to ******** manager, and even her manager's name. One phone representative told me that she doesn't have a manager. Now unless ****** is signing her own paychecks, I'm pretty sure she answers to someone.

I was finally put through to her colleague, ****. He said ****** was out and he didn't know when she would be back. He also denied me access to or even the name of her manager to find out when she would return to the office. But he did say that even though ****** was out of the office, he would con1Jlct her on my behalf. He sent me an email later that afternoon saying ****** messaged him back denying ) her offer of
a buy back. J:Ie said I would just have to continue to wait for the part.

January 17,2024 the part was still on back order. I've asked for messages to be sent to ****** and her manager to call me yet no one has responded. It's been over a week.

January 24, 2024 **** *** called to find out what was happening with my case. I told her no one is responding to my messages. She said she would contact Cub Cadet on my behalf. Soon after she called me back saying she explained the situation, and that they now had a very frustrated customer. The rep said someone would reach out to me. That person also assured her the part would be in the following week.

In my research during this whole process, I've seen countless customer reviews and complaints about Cub Cadet products. But most complaints focused on the poor customer service. Had I known, I would have purchased a different brand.
Business Response
Date: 02/18/2025
Good
afternoon ****** ******,

We’re sorry to hear that you haven’t received the answers you were looking for
from our customer support team. We understand that equipment issues can be
frustrating, and we want to assist you with resolving this matter as quickly
and efficiently as possible. Our records indicate that the part needed to
repair your equipment has been delayed an additional two weeks, and will be
back in stock the first week of March. Due to the continued delay in regard to
this warranty repair, we have determined that the best course of action would
be to reimburse you for the equipment and have the dealer perform a field
destroy. This information has been updated under your case # ********, and we
would encourage you to give us a call and reference your case number once you
are connected with one of our customer support advocates so we can begin the
reimbursement process. We apologize for the inconvenience, and appreciate your
continued patience.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:02/06/2025
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.
My craftsman shop vac is missing a wheel. I asked for it to be placed under the warranty after hours and hours on the chat Crossmanjust kept continuing hanging up on me. I tried to just purchase a place it will as I cannot use it with only three wheels and they still refuse. I do not understand what their reasoning is treating me with such hostility.
Business Response
Date: 02/07/2025
Good
afternoon Farmersburg Theater,

We’re sorry to hear that you have not received 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. Can you please respond to this complaint
with your factory model and serial number as well as your complete mailing
address and contact phone number? This information will assist us with looking
into this further for you.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 02/11/2025
I am rejecting this response because: I have provided my contact information numerous times

Customer Answer
Date: 02/12/2025
I do not understand what you are asking…thus note just says “clarify”. What do you want me to clarify?
Initial Complaint
Date:01/23/2025
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.
I have been dealing with getting a factory warranty repair for my Craftsman front engine lawn tractor Model *************, Serial # *********** for inoperative drive system since November 18th 2024. That’s the day I took my mower into an authorized service provider; **** Small Engine Repair in ****** **** ** *****, phone number ******** ****, Their claim ticket was *******. Monday Dec 9th **** called back with the bad news that the manufacturer was not going to cover repair of the Transmission; that was what failed. He gave me the case number (********) since I was going to appeal their decision. **** stated that the Transmission was trashed because of moisture and corrosion internally. Their shop had already been through this before with an identical model as mine with the same condition and that the factory had refused to classify repair as a warranty issue. Guess what, my claim then was refused as well. I was not happy with the verdict and proceeded to make a series of contacts trying to provide my rational for why it is a factory issue. I explained that the transmission is a sealed unit and that the owner’s manual states on page 28 that “The Hydrostatic Transmission is sealed at the factory and is maintenance free. The fluid level cannot be checked, and the fluid cannot be changed.” I am a retired Air Force Aircraft Master Technician and well aware of the danger of water damage to parts and only use compressed air to blow off debris around critical parts. I do not understand that you could think that the transmission failure was my fault. Heck I don’t even let my mower stay outside under the carport; it’s only parked in the in closed garage and sheltered. I submit that the transmission failed from other issues and not my abuse, neglect or lack of maintenance.
Please, cover my Transmission replacement under warranty.
Business Response
Date: 01/27/2025
Good
afternoon ***** *******

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. Your equipment comes 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. Our records
indicate that the failure was not caused by a manufacturer defect upon
inspection, which is why the repair was not covered under the warranty. If you
would like to discuss this further or have any questions pertaining to warranty
coverage, we would encourage you to give us a call at ************** and
reference your case number once you are connected with a member of our 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 Craftsman to address any additional concerns.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 01/29/2025
Complaint ID: ******** against MTD Products, Inc.
I responded to the company response to the complaint
yesterday Jan 28th at 11:24AM at the contact phone they provided
(************). After 40 minutes of discussion and a few different agents, we
were able to resolve my transmission issue. They agreed to cover the warranty repair
of my T3200 Craftsman lawn tractor. The final official not only agreed to the
replacement but is to call the factory authorized service provider (**** Small
Engine Repair ****** **** ** ************) today and relay the authorization. I
was told that when they are done all I will have to do is go pick it up with no
charge to me. Praise God, MTD truly does mean it when they said “we stand behind
our products and warranties.”
Complaint Resolved
***** ******
Initial Complaint
Date:01/15/2025
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 October 17, 2024, I made the decision to purchase a bagger for my Craftsman riding mower from MTD, eager to enhance my lawn care routine. Prior to placing my order, I took the precaution of contacting tech support to confirm that I was selecting the appropriate product for my mower, ensuring I wouldn't encounter any issues down the line.

I followed the installation instructions meticulously, however, to my disappointment, the bagger did not function as advertised, leaving me frustrated and disheartened.

Determined to resolve the situation, I reached out to MTD's customer service for assistance. The representative assured me that I could return the faulty bagger for a full refund. However, I expressed my concerns about the hefty return shipping costs, which would amount to a staggering $549.99. In response, the representative reassured me that once the bagger was returned and inspected, I would not only be reimbursed for the initial cost of the item, priced at $629.75 but also for the shipping expenses incurred.

MTD subsequently confirmed receipt of the bagger, heightening my hope for a prompt resolution. Unfortunately, I was met with further disappointment when my refund did not include the return shipping fee. Instead of the full reimbursement totaling $1,179.74, I only received $629.75.

In an effort to share my experience and seek accountability, I posted a detailed review online, highlighting my dissatisfaction with the process. MTD responded to my review, directing me to call and reference my case number, #*******. I took their advice and called multiple times, but each attempt left me without the opportunity to speak with a live agent. Frustrated by the lack of support, I also submitted a second inquiry, yet I have yet to receive any acknowledgment or response from MTD.

At this point, I am seeking a prompt resolution to this matter, insisting on the reimbursement of my shipping fees alongside the full refund for the bagger.
Business Response
Date: 01/27/2025
[[BBB transcription via business request]]

Good afternoon *****, We’re sorry to hear that you have not received the answers you were looking for from our customer support team. We would encourage you to give us a call at ************** and reference your updated case # ******** 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 Craftsman 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: 02/03/2025
I spoke with the MTD agent, who reviewed my case notes and submitted a request for a refund of my return shipping costs to her supervisor. However, the supervisor denied the request, claiming that because it was an online purchase, I was not entitled to a refund for shipping.

Let me be clear: when I first called to confirm the correct model number, I specifically asked about the refund policy if the item did not work or was prescribed incorrectly. The agent assured me that I would receive a refund in that scenario. Later, when I inquired about the return process, I asked if I would be issued a full refund. The agent confirmed that once the item arrived at the warehouse and was inspected, I would receive my refund.

In my most recent conversation, the agent affirmed that there was no indication in my notes that I would be responsible for return shipping costs. She referred to this information as common knowledge. I clarified that I was never informed of this policy, and there was no documentation of it in my case notes.

I strongly urge anyone considering a purchase from MTD to thoroughly understand their return policy, as it is crucial to be fully informed before making a decision.
Business Response
Date: 02/05/2025
Good
afternoon ***** *******,

We apologize for any confusion in regard to our return policy. As we explained
in our previous responses, 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 discuss
this matter further.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 02/06/2025

I am formally rejecting this response for the following reasons:

1. Your return policy fails to explicitly state that, for online purchases, the shipping cost for returns will not be refunded to the customer. The agent claimed this is common knowledge; however, it is not acceptable to label it as such when it was not communicated to me clearly and is not documented in writing.

2. The agent stated she could not locate any previous communication confirming that I would receive a full refund. When I asked if she could find documentation indicating I would not be reimbursed for return shipping, she responded that she could not. It is utterly unfair that I am expected to absorb a return shipping cost of $549.17 based on an assumption of shared knowledge.

3. In your response to the BBB, you directed me to provide my contact information so that the appropriate Craftsman agent could reach out to me. My contact information is already present in the correspondence related to this complaint.

4. I demand clarification on why you need my contact information again and who will be reaching out to me. Will the agent confirm that I will receive a refund for the shipping cost of $549.17? I refuse to be caught in a cycle of unproductive communication with Craftsman personnel.

Thank you for your assitance with this matter

Business Response
Date: 02/12/2025
Good
morning ***** *******,

We apologize for any confusion in regard to our previous responses to your BBB
complaint. Our goal is to assist you with resolving this matter. We understand
that we have your contact information within your case # ********, which also
details the experience and communication you have had with us including the
communication through the BBB. We have requested that you provide us with the
best time of day as well as the best phone number to reach you so we can have
someone contact you at a time that is most convenient for you. If you do not
wish to provide this requested information, then we would encourage you to give
us a call and reference your case number at your earliest convenience.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 02/16/2025
I am sending my contact information once again, as this marks the third time. It is imperative that you take this matter seriously and assist me in resolving it. The only acceptable resolution is a full refund of my shipping cost, which amounts to $469.17.

Cell: **********
Best time to call: 7:30 AM - 5:00 PM
Business Response
Date: 02/21/2025
Good afternoon ***** *******,

Thank you for your continued patience. We have determined that we can reimburse
you for the shipping in the amount of $464.21 as a one time courtesy. The reimbursement
has been submitted today 2/21/2025. Reimbursement checks are generally cut on
Wednesdays and mailed out the following Thursday. Once the reimbursement has
been issued, you will receive email notification, and you will receive the reimbursement
check within 7-10 business days via USPS.

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

Sincerely,

MTD Products by Stanley Black
& Decker
Customer Answer
Date: 02/24/2025
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. I do not want to close my case until I recive the refund check.
Initial Complaint
Date:01/03/2025
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.
Purchase date Apr. 25,2024 order ********** *** $269.00 model *********** Troy Bilt push mower serial #***********. The mower began discharging oil out of the air cleaner box after about 4 cuts. My lawn is a small duplex yard of maybe 1/2 acre and no slopes or obstacles. I iwn motorcycles and the oil level put in before 1st cut was correct, between lines. When I called local repair shop that does warranty repair for them. I was told they will scheme to show I am at fault & equipment is not. That I will end up paying for repairs myself. At least he was more honest than the customer service agent I spoke to at Troy Bilt, **** where my unit was shipped from.I have a picture of oil discharge under air box but your site said the picture is to big
Customer Answer
Date: 01/06/2025
This is photo to support problem. Mower is brand new. First 4 hours if use no problems. The last use it happened so I checked oil & it's between fill & full lines.
Business Response
Date: 01/06/2025
Good
afternoon ****** *****,

We’re sorry to hear that you have not received the answers you were looking for
from our customer support team and that you were seemingly mislead by one of
our authorized service providers. Can you please respond with the name and
contact information of the dealer that you spoke with so we can look into this
and address it accordingly? We want to assist you with resolving this matter as
quickly and efficiently as possible. Your equipment came with a minimum 2-year
manufacturing warranty. We encourage you to contact a Troy-Bilt Authorized
Service Center to further explore the issue. You can find a location near you
at: *********************. They handle all of our
warranty claims and adjustments and can work directly with our customer support
to fix your problem. As long as one of our dealers can deem the issue a
manufacturing defect and file a warranty claim, we are happy to cover the repair
charges. Here is some additional info about arranging warranty services: *********************. Or, give us a call at
************** and reference your updated 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: 01/07/2025
I am rejecting this response because:

This puts the responsibility on my back to PROVE beyond reasonable doubt this is equipment failure. There are 2 repair shops ***** zip code & both say it is my responsibility to pay for repairs.
I shouldn't be required to have the burden of having a friend with a pickup to transport this at my cost (I am elderly & partly disabled).
I want a replacement considering the repair I'm looking at at minimum a PCV valve that requires disassembly or at worst a piston ring problem.
Business Response
Date: 01/07/2025
Good
afternoon ****** *****,

Unfortunately, we are not able to reimburse or replace the equipment unless one
of our authorized service dealers deem the equipment unrepairable due to a
manufacturer defect. It is not uncommon for
service centers to request a deposit fee for any product failure diagnostic
time and service estimate preparation time, even if the product is still within
the manufacturer’s or engine manufacturer’s warranty period. Generally, these
deposits for diagnostic service time vary in price from $25-$100 and are
normally refunded to you if the repair is determined to be a warranted repair. Transportation
charges and service calls for warranty-related services are not provided as a
part of the manufacturer’s warranty coverage. Should you need assistance in
transporting your equipment, you can contact your local authorized service
center and inquire about any possible equipment transportation services
available through them. If you have any questions or concerns, it’s best to
consult the warranty declarations page of the operator’s manual for complete
warranty coverage provisions and limitations.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 01/07/2025
I am rejecting this response because:
I have provided BBB with a photo if the defective product and I ordered it from Troy Bilt direct. You are already trying to put a burden on me. You say it could be Briggs & Strattons warranty. I am not spending another dime on this mower. I want a replacement/exchange and you can sort out the defect

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