Business Profile

Lawn Mowers

MTD Products, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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: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
Initial Complaint
Date:01/02/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Troy-Bilt string mower ***************** on 8 March 2024 from Joe's Factory Outlet for $299.99. On July 30, 2024 after using this mower only 3 times the motor quit running. I contacted Troy-Bilt and they referred me to MTD, who built the motor and they said was responsible for the warranty. MTD gave me a case # ******** and told me to bring it to AJ's Repair Services, Copperas Cove, Texas their warranty repair center for this area.The problem was diagnosed by there regional representative as a factory defective carburetor, a known problem. They were told to order a carburetor and one arrived over a month later and was installed. Motor still would not run. The regional representative told them to keep ordering carburetors and that it may take 6 or more before they got a good one. They ordered a new one and it was put on backorder. I kept contacting MTD about when the carburetor would be available. A couple of months later they said they got over a hundred in. Contacted AJ's and they said they had it on backorder. Frequent calls to MTD and visits to AJ's over months I always received the same answer. MTD would say have them keep ordering carburetors until they receive one and AJ's would say they ordered one and it is on backorder and they would not keep ordering them because MTD would only pay for one under warranty. I am at the point now I just want a refund. They have used up almost half the warranty and I have been without my mower since July 30,2024. I have copies of the interaction between AJ's and the regional representative. Please help me resolve this.
Business Response
Date: 01/03/2025
Good afternoon ****** ********,

We’re sorry to hear that you have not received the answers you were looking for
from our customer support team or the authorized service dealer. We want to
assist you with resolving this matter as quickly and efficiently as possible. As
long as you provide us with a copy of your proof of purchase, we will be more
than happy reimburse you for the equipment. We have updated your case #
********, and would encourage you to give us a call at ************** at your
earliest convenience. 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 Stanley Black & Decker

Customer Answer
Date: 01/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:11/21/2024
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 have a troy-bilt pony purchased on 12/13/23. The front tire has a slow leak, and I have to jump start it because the battery is weak.
Business Response
Date: 11/25/2024
Good afternoon ******* *******,

Thanks
for bringing this to our attention. Apologies for the trouble with your Riding
Mower. It looks like 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: **********************

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

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 11/26/2024
Please advise MTD that the closet dealer is 30 miles one way. All I want is the parts sent to me. thank you
Business Response
Date: 11/27/2024
Good afternoon ******* *******,

As
a one-time courtesy, we have sent a replacement battery and front tire out to
you at no charge, and you will receive the no charge order within the next 7-10
business days. Shipping delays may occur due to the Thanksgiving holiday. You
will also receive email confirmation to the email address listed within your
BBB complaint. If you experience any other issues with your equipment, you will
need to schedule an appointment with one of our authorized service dealers to
have the equipment evaluated per our manufacturer’s warranty.

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

Sincerely,

MTD Products by Stanley
Black & Decker

Customer Answer
Date: 11/30/2024
MTD has not contacted me with any information.
Customer Answer
Date: 12/03/2024
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.
Customer Answer
Date: 01/21/2025
[[BBB transcription via duplicate complaint]]

Problem:
I purchased A pony riding lawn mower on 12/13/2023. Having warranty problems. 1) will not travel in 1st or 2nd gear 2) vibrates when mowing 3) will not start. model #*********** serial# ***********. I call customer service and was told to call a dealer; I did, want to charge $200.00 to pick up and will not work on engine. Called Brigg and Stratton and was told will not do warranty work because I purchased at Home Depot. If can't be done send new mower and take this back.

Desired Resolution:
Contact by the business
Business Response
Date: 01/23/2025
Good
afternoon ******* ********

We’re sorry to hear that you’re still having issues with your Troy-Bilt
equipment. As we explained in our previous response, you will need to schedule
an appointment with one of our authorized service dealers to have the equipment
evaluated under your warranty. 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.

Transportation charges and service calls for warranty-related services are not
provided as a part of the manufacturer’s warranty coverage. It’s best to
consult the warranty declarations page of the operator’s manual for complete
warranty coverage provisions and limitations.

Your engine comes with a separate 2-year manufacturing warranty, and any engine
related issues will need to go through the engine manufacturer directly.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:11/15/2024
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.
Purchased new weed eater used it about 6 times and it quit. Took it to there repair facility and they had it for months and said the cam was bad. Submitted all documents and was told 5 to 7 days for refund. That was 11/5. 11/14 called again and was informed it would take 2 billing cycles about 2 weeks to start the refund. Purchased this on 6/4. Beginning of August believe this warranty issue was started. The number is the claim number.
Business Response
Date: 11/22/2024
Good afternoon **** ******,

We’re sorry to hear you haven’t received the answers you were looking for from
our customer support team. Our records indicate that your reimbursement in the
amount of $242.03 was processed today 11/22/2024, and the check will be mailed
out on 11/27/2024. Please allow 5-7 business days to receive the reimbursement check
via ****. We apologize for any confusion or inconvenience this may have caused
you.

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

Sincerely,

MTD Products by Stanley
Black & Decker

Customer Answer
Date: 11/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:11/07/2024
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.
ordered a bagger for my mower, it does not fit, it cost ****** to send back! *** will not provide a shipping label that i said i would pay for to return this item to them. they suggested i try and sell it online the customer service is awful, they offer no help at all and it is very difficult to get a person on the phone, the automated system brings you in circles
Business Response
Date: 11/08/2024
Good afternoon **** ****,

Were sorry to hear that you havent received the answers you were looking for from our customer support team, and we want to assist you with resolving this matter as quickly and efficiently as possible. Please respond with your factory model and serial number at your earliest convenience so we can look into this further for you. Or, give us a call at ************** 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 ******* ***** & ******

Customer Answer
Date: 11/20/2024
Called the # provided on the response, person answering could not help me, i am waiting on an email response from the person handling this case there. Could not understand the name, sounded like ******* Zylecki??
Initial Complaint
Date:11/01/2024
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.
Date of delivery: 10/29/24
Purchase price: $2000

I purchased a 2X 26” TRAC snow blower from Cub Cadet (CC) through Home Depot. When it was delivered there were some issues so I returned it and bought a 2nd one in the same manner. This 2nd one also has issues. One light doesn’t work, the throttle will not shut off the engine, and the augers start turning as soon as the engine is started. There might be more problems but that is what I found immediately. I do not wish to return this again as I don’t feel confident that the 3rd one I get will be any better. I did a chat with an agent at CC who gave me some ideas on how I could fix it myself. Personally I don’t think the onus should be on me to repair a brand new product. I think CC should be responsible for the repair both financially and logistically. I do not have a way to load and cart a 300 pound snow blower to a shop.

There are 3 options that would work for me.
1 – CC sends a repair person to my house to fix it.
2 – CC sends someone to pick it up and take it to a shop, fix it then return it.
3 – I fix what I can and find someone who will come and do the repairs and CC would reimburse me for my time and the expenses involved with having it repaired.

I think it is only reasonable that when anyone buys a product they do so with the expectation that it will function 100% properly.
Business Response
Date: 11/05/2024
Good afternoon ***** *********,

We're sorry to hear that
you haven't been satisfied with your Snow Thrower. We want to assist you with
resolving this matter as quickly and efficiently as possible. The best course
of action would be to schedule an appointment with one of our Cub Cadet authorized
service dealers to ensure the Snow Thrower is repaired properly. You can find a
location near you on our website: ********************** 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.

If you are in need of pick-up service, discuss this with the service center.
Transportation charges and service calls for warranty related services are not
provided as a part of the manufacturer's warranty coverage. Many service
centers offer this optional service at a nominal charge. As a courtesy, we can
reimburse you for the pick-up and delivery charges as long as the proper
documentation is provided(paid invoice). Here is some detailed information
about arranging warranty services: **********************

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

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 11/06/2024
I am rejecting this response because:
I am not really rejecting the response but I want to keep the dialog open until I have some more information and provide the company with a bit of info as well.
Obviously, these are covered under warranty because I just got the snowblower and found out the problems on the 1st day. I appreciate their willingness to reimburse the charges for pickup and return delivery - assuming I can find a service center that will do so. I accept that as a good solution.
What I would like is the name of a contact person who will be aware of the agreement and their phone number and email. I want someone that is knowledgeable that I can deal with directly. The info I need to provide is that we are going to be leaving town in the next couple days and will not be back until December 6th. That means there will be a lengthy delay from this communication and when some action might be taken by me to get the items fixed.
On a positive note, I used it today as we have about a foot of snow. It seemed to work very well but I have a lot to learn about how to use it most effectively. But it did seem to perform well.

Business Response
Date: 11/06/2024
Good afternoon ***** *********,

This has been documented
under case # *******, and we will notate that you will be out of town until the
beginning of December resulting in a delay to scheduling service with one of
our authorized service dealers. We have also sent an email to you today
11/6/2024 that will serve as a point of contact if you have any questions or
need further assistance in regard to having your equipment serviced or
reimbursement for the pick-up and delivery fee.

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

Sincerely,

MTD Products by Stanley
Black & Decker

Business Response
Date: 11/06/2024
Good afternoon ***** *********,

This has been documented
under case # ********, and we will notate that you will be out of town until
the beginning of December resulting in a delay to scheduling service with one
of our authorized service dealers. We have also sent an email to you today
11/6/2024 that will serve as a point of contact if you have any questions or
need further assistance in regard to having your equipment serviced or
reimbursement for the pick-up and delivery fee.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 11/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:10/30/2024
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 an electric Cub Cadet Riding lawn tractor about 2 years ago. It broke down under warranty about 2 months ago. I have now after about 2 months been told the rfactory placement battery is on " factory back order with no expected time of delivery". I am 84 years old with mobility issues related to walking with hip and back issues as well. I have relied on this tractor to get around my property and tend my garden as well as for mowing. After 2 months and with no idea as to when this tractor can be fixed I want Cub Cadet to replace my tractor and ship it to my home ready to operate.
Business Response
Date: 11/05/2024
Good afternoon ******* *******,

We’re sorry to hear that you haven’t 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. Please respond to this complaint
with your factory model and serial number, as well as a copy of your proof of
purchase at your earliest convenience so we can look into this further for you.
Or, give us a call at ************** and reference your updated case # ********
once you’re connected with a member of our support team.

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

Sincerely,

MTD Products by Stanley
Black & Decker

Customer Answer
Date: 11/06/2024
I am rejecting this response because:
I provided a detailed report to you and the original case number in my complaint. My receipt was provided to ****** ***** **** *** ******** ***** * *** ** ****** ****** ** ***** ***** ******** and Cub cadet approved the repair. The problem is that my parts are on "Factory backorder with no ETA".
After over 2 months since my tractor broke down I still have no idea if or when it will be repaired.
Under the circumstances I am requesting that my Electric XT1 Riding lawn tractor be replaced and shipped to my home as noted in my original request.
It would seem that whomever looked at my complaint did not read it carefully or made no real effort to investigate. Please contact ****** **** **** *** ******** for complete details at the address and phone number noted above.
Business Response
Date: 11/06/2024
Good afternoon ******* *******,

Our records indicate that
you spoke with one of our customer support advocates on 9/6/2024, and the case
notes state that you were experiencing issues with your equipment, and received
an **** error code that went away, as well as that you charged the equipment,
it was at 83% and the equipment would not start, and that you received the
following error codes: ***** ***** ***** *** ****, and that the equipment likely
has a battery issue. The case notes also indicate that you were unsure of your
date of purchase, and at the time did not have your proof of purchase. The
factory model and serial number were not provided or documented under your case
number.

Your equipment came equipped with a minimum 3-year manufacturing warranty, and
we do stand behind our products and our warranties. Unfortunately, we are not
able to reimburse or replace your equipment unless the authorized service
dealer determines the equipment is unrepairable due to a manufacturer defect.
If you have any questions regarding your warranty coverage, we would encourage
you to review your warranty declaration page.

Per our previous response to your BBB complaint, please respond with your
factory model and serial number so we can look into the backordered part and provide
an update as to when it will be back in stock. Or, have the authorized service
dealer contact us directly and reference your case # ********.

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

Sincerely,

MTD Products by Stanley
Black & Decker

Customer Answer
Date: 11/08/2024
I am rejecting this response because:
See attached documentation and serial number of my riding tractor. The part that is not available is the Lithium IOn battery. My dealer was advised that the battery was on "Factory backorder with no foreseeable ETA".
If in fact there is no forseeable or "reasonable" eta" the unit is clearly unrepairable and I should be provided under the warranty a replacement at the earliest possible opportunity.
If you will take the time to investigate this situation rapidly I will appreciate it. The authorized factory repair center is:
****** ***** **** * ********
***** * *** *
****** ****** *** *****
Please contact them ASAP.
Sincerely, **** ********* *******
You should email me directly if you have an

Customer Answer
Date: 11/09/2024
I learned yesterday that the part needed to fix my riding mower has arrived at the Service center, and they are scheduling my repair next week. At this time I would like to put a hold on my complaint to allow time to see if the repair is successful. Hoping for the best.

Thank you
Customer Answer
Date: 11/16/2024
I am rejecting this response because:
I had hoped my riding lawn tractor would be repaired by now. Yesterday I was notified by ****** ***** **** and Hardware that while they received a battery from Cub Cadet, they learned that a special tool was necessary in order to proceed with the repair. I was further advised that they had requested the special tool and hoped to receive it soon. I was told that once received further diagnosis would be required due to there being two batteries in the unit. Why were they not told about two months ago that s special tool would be needed for a diagnosis??
I have been forced to purchase a replacement riding lawn tractor to manage my property. It is a gas powered John Deere riding lawn tractor. I chose it because there is a dealer six miles from me who will do any repairs if needed.
****** ***** **** and Hardware has told me that they are prioritizing my repair, but cannot do anything until they can get the correct part for my unit, They have no idea how long it will take, but it now appears that it will be a minimum of three months. My son has advised me to make a report to the *** on the situation.
I am now requesting that MTD/Cub Cadet refund my money for my Cub Cadet riding tractor and take it off my hands. Three months is unreasonable to wait for a warranty repair

Business Response
Date: 11/22/2024
Good afternoon ******* *******,

We’re sorry to hear that your equipment has not yet been repaired and returned to you. As we advised in our previous response to your BBB complaint, we do stand behind our products and our warranties. Unfortunately, we are not able to reimburse or replace your equipment unless the authorized service dealer determines the equipment is unrepairable due to a manufacturer defect. If you have any questions regarding your warranty coverage, we would encourage you to review your warranty declaration page.

We also requested for you to respond with your factory model and serial number within this complaint or to give us a call and reference your case number at your earliest convenience, as well as suggested to have the dealer contact us on your behalf so that we could look into this for you, and assist you with resolving this matter as quickly and efficiently as possible. As of today 11/22/2024, our records indicate that our requests have not been responded to. Please give us a call at ************** at your earliest convenience, and reference your case # ******** once you are connected with a member of our customer support team. Or, let us know the best time of day to reach you and we will get you in touch with the right person here to assist you with resolving this matter.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 11/26/2024
I am rejecting this response because: The recommended dealer provided the model number ans serial number and the proof of purchase to Cub Cadet right from the beginning. It is hard to believe CC could not access this information. No matter I again provided them my proof of purchase with the model and serial number a second time. I even gave them the name adderss and phone number of their repair dealer who has my tractor. The dealer tells me he never was called by anyone from CC about problems getting my tractor repaired. I have never has such poor customer Service. Most of the dealers they have will not work on an electric product, forcing me to send my tractor at my expense to a repair center over 50 miles away. I learned that CC will approve a repair center with no requirements to actually do CC repairs if they don't want to. The nearby CC repair center laughed at me when I said my tractor was electric, and he had no intention to work on an electric tractor and that he had a six month wait for gas tractors. It is my experience that it is apparently normal for CC warranty repairs take forever. The Home Depot site shows great dismay from purchasers of the same tractor I bought. I believe my tractor is a lemon, and I should get my money back.
Every response I get from CC about my tractor is about CYA from CC judging from their responses they are unwilling to accept responsibility for the problems with my tractor. As a result I will file a complaint with **** ***** and request my money back, and also to the *** Consumer Affairs office with my complaint. I feel I have wasted my time trying to resolve this nightmare situation.
Initial Complaint
Date:10/25/2024
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.
Owners manual questions no one will answer. Cub cadet mower needs to answer owners manual questions
Business Response
Date: 11/01/2024
Good afternoon **** **********,

We’re sorry to hear that you have 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. We have sent you an email today
11/1/2024 addressing all of your questions to the email address you have listed
within this complaint, and updated the subject line with your BBB complaint ID
number. If you would like to discuss this further, we would encourage you to
give us a call at ************** and reference your updated case # ******** once you’re connected with a member of our customer support team.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Initial Complaint
Date:10/22/2024
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 ***** ** ****** with a 4 yr 800 hr warranty for my lawn business It's been in the shop since September 18th , today is oct 22nd . I lost my lawn accounts, I'm out of business , I still owe 6k on this mower.. cub cadet said they ordered the part somewhere else now ,and shop should have the part to rebuild engine by the end of the month instead of just replacing the mower 34 days ago. This is wrong to sell a high priced mower to consumers , then not replace it with a new one right away as per warranty , cub cadet put me out of business to gain a few dollars. My accounts were worth 12k that I lost because cub cadet failed the consumer with there warranty making me think I had insurance to run my business.
Business Response
Date: 11/04/2024
Good afternoon *** ****,

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. Our records indicate that as of
11/1/2024 the short block assembly is back in stock, and has been released and
enroute to the authorized service dealer. Unfortunately, we are not able to
replace or reimburse your equipment unless one of our authorized service
dealers deem it unrepairable due to a manufacturer defect upon inspection. If
you have any questions in regard to warranty coverage, we would encourage you
to refer to your warranty declaration page, and have included a link within
this response which you can view here: *****************************************************

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

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 11/06/2024
I am rejecting this response because:
My mower has been in the shop since 9/18 , its now 11/6 and the repair shop still doesn't have the part.
You should replace the mower when you can't provide the parts. I'm out of business because of cub cadet not fixing my mower in a timely manner.
This is my 4th cub cadet I have purchased .
I would like to be compensated with an extended warranty since I lost 2 months warranty due to it sitting in the shop because you couldn't provide the part.
I also would like to be compensated on the amount I still owe on the mower since i lost my accounts do to cub cadet failing to fix the mower in a timely manner.

Business Response
Date: 11/08/2024
Good afternoon *** ****,

We understand equipment issues can be frustrating. Cub Cadet service providers do strive to return equipment
within 21 days. They need time to inspect the equipment, provide estimates,
order parts and repair the unit. Warranty repair
service time can also vary with seasonal volume spikes. This is standard for
the industry when these unusual peak seasonal surges arrive.

Our records indicate that the short block was replaced successfully today
11/8/2024, and if you would like a more detailed update at where the repair currently
stands, the service dealer would recommend giving them a call at your earliest
convenience. Also, due to the circumstances of the part being on backorder and
the wait time associated with the repair, Cub Cadet would like to extend the
warranty time frame an additional 2 months on your equipment. This has been
documented under case # ********. If you have any questions or would like to
discuss this further, we would encourage you to give us a call at ************** and reference your case number once you are connected with one of our customer
support advocates.

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

Sincerely,

MTD Products by Stanley
Black & Decker

Customer Answer
Date: 11/11/2024
I am rejecting this response because:

It's almost 2 months in the shop , went in the shop September 18th , today is November 11th , just spoke with the shop , and still not fixed. That's nerve to say it should of been done in 21days .if it was we wouldn't be discussing this situation. I lost $3000.00 over 2 months because you failed the ****** consumer act that i will be seeking legally since you won't reimburse my losses . Hope you can settle without me pursuing for my damages. I already been through enough hassle/ stress over this situation. Thx. ***
Initial Complaint
Date:10/10/2024
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 Model # ***********, the weed eater doesn't turn over or run. I called Troy biltong and they said this happens and they wouldn't help. I paid 258.85 for this item and it doesnt work anymore. I have used it in the past and it is in my shed when not in use. I went to use it and it wouldn't work.
Business Response
Date: 10/16/2024
Good Afternoon ******* *******,

We’re sorry to hear that you haven’t received the answers you were looking for
from our customer support team. It
looks like 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: *********************.

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

Sincerely,

MTD Products by Stanley
Black & Decker

Customer Answer
Date: 10/17/2024
I am rejecting this response because:
I have called Troy biltong near me and they refuse to help. I need this resolved

Business Response
Date: 10/18/2024
Good Afternoon ******* *******,

We’re sorry to hear that you are having trouble scheduling warranty service in
your area. We would encourage you to give us a call at ************** and
reference your case # ******** once you are connected with one of our customer
support advocates. They will be able to assist you with finding an authorized service
dealer to have your equipment looked at under warranty.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 10/21/2024
I am rejecting this response because:

I want a refund

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