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:10/09/2024
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 bought a brand new Cub Cadet mower from Home Depot around 2 years ago. It has had nothing but issues from the start. I worked with Cub Cadet to get multiple new batteries. Worked with an authorized Cub Cadet service center to diagnose the problem. It has been in the shop for more than 7 weeks this last summer, the most recent shop trip has been since September 9th, which is now been a full month. They were finally able to find that it has a defective carburetor. After they finally found the problem, they are stating that that part is on back order, and we will not be able to get the part for at least another month. Meanwhile, Cub Cadet has done absolutely nothing to remedy this situation. No replacement mower, no option for a return, no compensation to get a new mower, no loaner mower. They are basically stating that they have nothing to do this process and to contact the manufacturer directly. This is completely unacceptable customer service. I understand, Cub Cadet does not make all of the parts in their mower. I understand that they cannot magically produce the parts needed to repair my mower. What is not acceptable is Cub Cadet doing absolutely nothing to correct them selling a defective mower. They are not offering any support, any compensation, a refund, a replacement, anything. They are basically saying, we acknowledge we sent you a bad, defective mower, but it is not our problem. Their staff on their phone calls have been completely useless. They are not looking to correct or address the issue at all, instead are just blaming the manufacturer. I want a full refund for this product, including all of the attachments for it so I can buy another unit, or at the very least, I want a new unit that matches my attachments I bought.
Business Response
Date: 10/11/2024
Good Afternoon **** ********,

We’re sorry to hear that you haven’t received the answers you were looking for
from our customer support team. We understand equipment issues can be
frustrating, and we want to assist you with resolving your issue as quickly and
efficiently as possible. Cub
Cadet service providers do strive to return equipment within 14 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.

Everyone here at our company wants your parts to be readily available
when you need them. Unfortunately, due to unforeseen, and sometimes factors
beyond our control, a backorder on a particular part may occasionally occur. Our
records indicate that the carburetor is currently on backorder until the end of
October, and once the part is back in stock and ships out, it will be available
for the authorized service dealer to repair your equipment under warranty. Our
records also indicate that we have offered to reimburse you for the transportation
cost to the dealer as long as proper documentation is provided, and that you
have also spoken with one of our customer support supervisors *****. Unfortunately,
we are not able to replace/reimburse you for your equipment unless it is deemed
unrepairable due to a manufacturer defect upon evaluation from one of our
authorized service dealers. If you have any questions regarding our warranty
coverage and/or procedures, we would encourage you to refer to your warranty
declarations page. If you would like to discuss this further, we would
encourage you to give us a call at ************** and reference your case #
********. We apologize for the inconvenience and appreciate your patience.

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

Sincerely,

MTD Products by Stanley
Black & Decker

Customer Answer
Date: 10/14/2024
I am rejecting this response because:
I understand the warranty process. I understand the backorder. I understand all of that. However, it is unacceptable to sell a brand new product, especially one as expensive as a Riding Lawn mower, and get absolutely no realistic or feasible alternative. No replacement or loaner mower was offered. No compensation to rent a mower. No support in hopes for a return or refund. This mower was brand new only to have found multiple defective parts. And if nothing else, something should have been offered for loss of use, as I haven't had my mower for the entire summer. Horrible customer service.

Business Response
Date: 10/22/2024
Good Afternoon **** ********,

Unfortunately, we are not able to replace or reimburse the equipment unless one
of our authorized service dealers deem the equipment unrepairable due to a manufacturer
defect upon evaluation, and we do not offer loaner equipment or financial
compensation under our warranty coverage which is detailed on the warranty declaration
page. We apologize for the inconvenience. We are able and willing to extend your
manufacturer warranty an additional six
months to compensate for the time you were without your equipment, and this has
been notated under case # ********. If you would like to discuss this further
we would encourage you to give us a call at ************** and reference your
case number once your are connected with a member of our customer support team.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Initial Complaint
Date:09/25/2024
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.
I purchased a brand new Cub Cadet lawn tractor from Home Depot. With the three wear warranty, after less than 20 hours of use the transmission started giving issues.( February 2024) warranty claim was filed with cub cadet in march to have the unit worked on by a cub cadet warranty center they assigned. Received the unit back roughly two weeks later and on the same day after receiving it back the unit continued to have issues. I returned the unit back to the warranty center that afternoon. The lawn mower has been sitting at the repair center since. The unit does not have 20 hours on it. The repair center states the unit needs a new hydrostatic transmission. Called customer support over 20 times and have asked for the situation to be escalated and to have a manger call back, which has never happened. Cub cadet Cains they can not replace a unit that is repairable. We have been waiting almost 8 months to have the unit repaired. I would like to have the unit replaced if the parts are not available. We have sent in records where we are having a lawn service survice our yard and have not received anything for compensation for these expenses, expenses I wouldn’t of had to spend if the lawn mower i purchased would have been working this entire time. I would like to have answers as to why this process is taking so long or to have my lawn mower replaced with a new unit with the warranty that should be remaining on my unit prior to it sitting in the repair facility for 8 months
Business Response
Date: 10/04/2024
Good morning **** ********,

We’re sorry to hear that you are having trouble with your equipment, and that
you have not received the answers you were looking for from our customer
support team. We want to assist you with resolving this issue as quickly and efficiently
as possible. We have sent you an email today 10/4/2024 requesting additional
details in regard to the issue you are experiencing, and would encourage you to
respond at your earliest convenience so we can assist with finding resolution.

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

Sincerely,

MTD Products by Stanley
Black & Decker

Customer Answer
Date: 10/04/2024
I am rejecting this response because: there is no resolution to the issue of the repair or what will be done to fix the issue at this time

Business Response
Date: 10/04/2024
We have offered the customer resolution via email, and are waiting for the customers response. The following is the resolution offered to the customer.

Hi ****,

Thank you for getting back to me. Due to current circumstances with your equipment being at the dealer and its current unknown condition due to the hurricane, we can do a RGA. This would entail you going to the Home Depot that you purchased the equipment from and provide them with your sales receipt, as well as your factory model and serial number, and you will need to request to speak with the RTM clerk. You will need to give the RTM clerk case # *******, and the RTM clerk will need to give us a call at ************** and reference the case # once they are connected with one of our support advocates and we can process the RGA over the phone, and you will be reimbursed for the equipment. Just in case you don’t have the model and serial number on hand your model number is *********** and your serial number is ***********.

Please let me know if you have any questions,

Thank you,

***
Initial Complaint
Date:09/24/2024
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.
Purchased mower from Lowe's on May 18, 2024. It is no longer self-propelled. Craftsman is saying they cannot accept credit card receipt because it does not show the purchased item. That is incorrect. The receipt lists the mower as what was purchased.
Business Response
Date: 09/26/2024
Good Afternoon ****** *****,

We’re sorry to hear that
you’re having trouble with your walk-behind mower, and we want to assist you
with resolving this matter as quickly and efficiently as possible. We have no record
of communication with you prior to your BBB complaint. Your equipment came
equipped with a minimum 2-year manufacturing warranty, and we do stand behind
our products and our warranties. Our authorized service dealers handle all of
our warranty claims and adjustments and can work directly with our customer
support to fix the problem. As long as one of our dealers says that this was a
manufacturing defect and files a warranty claim, we are happy to cover the repair
charges. You can find a location here: Store Locator (************). If you have any
questions we would encourage you to refer to your warranty declaration page or
give us a call at ************** and reference case # ******** once you are
connected with a member of our customer support team.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 09/28/2024
Thank you! Craftsman has notified me by email that they will send a new mower to me. Since the battery-operated mower did not work properly, I have sent them an email asking if they would replace the mower with a gas self-propelled mower instead. Waiting for response from them.
Customer Answer
Date: 09/30/2024
***** ************
*** *** ***** ***** *****
***** *******

Thank you for providing the information requested.

I have placed a replacement order for you. Please allow up to 2 weeks for it to arrive via UPS with Order ID: **********.

No need to return the defective mower, you can dispose it properly after you receive the replacement.

In case this email does not fully answer your question, simply reply to this email. If you have a new inquiry, complete a new form from our website.

Would you be willing to give some feedback on the support I provided during our recent interaction? If so, you should be receiving a survey in your inbox within the next 24 hours. It would be fantastic if you could take a moment to complete it and let us know how we did. Your feedback allows us to make changes to better suit your needs, so please don't hesitate to share your thoughts.

Thank you,
*****
CRAFTSMAN® Support (Received this email but I don't want another mower like the one that is not working after 3 months use. I emailed them that I wanted a gas self-propelled mower instead but have not been able to talk to anyone or get a reply to my email).
Business Response
Date: 10/04/2024
Good Afternoon ****** *****,

Our records indicate that a member of our Craftsman team gave you a call on
Wednesday 10/2/2024 and reached your voicemail, and that they also sent you an
email to follow up the same day. It looks like the replacement mower has
already shipped out, but if you would prefer a refund, we would need to make
arrangements to have the equipment sent back to us and we could move forward with
a refund. We would encourage you to give us a call back or reply to the email
at your earliest convenience so we can 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
Initial Complaint
Date:09/24/2024
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.
[[BBB transcription via mail; see attachment for complete complaint details]]

I purchased a blower from Craftsman tools it broke they said send it back they said they would replace now they refuse to replace.

Thank you
Business Response
Date: 09/24/2024
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 you spoke with us on
3/15/2023 and again on 8/23/2023, however our case notes do not indicate
anything in regard to the issue you are experiencing listed within your BBB complaint.
Please respond to this complaint with your factory model and serial number, as
well as additional details in regard to the issue you are experiencing with
your equipment. If possible please attach a copy of your sales receipt and any
other additional information that will assist us with resolving this matter for
you. Or, give us a call at ************** and reference your case # ******** once you are connected with one of our support advocates.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Customer Answer
Date: 10/02/2024
[[BBB transcription via phone call]]

Consumer stated they do not have the item to give the serial number and they have purchased the item years ago therefore they also do not have a receipt. The consumer stated they have called the business about their concerns and was told to send the blower back and that they would replace it. The consumer did what was advised and provided the documents proving the blower was sent back. After waiting a couple months for the replacement the consumer contacted the business again and then was told would not be receiving a replacement and the item sent back was destroyed so they would not be able to send the old blower back. The consumer stated they are tired of the lies from the business, will not purchase anything else and are requesting a refund. They no longer want a replacement as they had to buy a new one elsewhere.

Business Response
Date: 10/03/2024
Good Afternoon **** *******,

We have reached out to our Craftsman team, and their records indicate that they
have replaced your blower two times already and have offered to replace your blower
for a third time if you were able to either send the defective product back, provide
a photo of the damaged product, or provide a copy of your sales receipt. The
Craftsman team stated that you declined this offer. At this time they have
determined that a refund would not be able to be processed due to the product
being a few years old and not having a proof of purchase, however, are willing
to send another replacement blower out to you. Please respond with how you
would like to proceed.

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

Sincerely,

MTD Products by Stanley
Black & Decker

Customer Answer
Date: 10/08/2024
[[BBB transcription via phone]]

Consumer will accept the replacement blower. Address is **** **** *** * *** *** ********* ******* *****. Please verify when replacement should be expected.
Initial Complaint
Date:09/23/2024
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.
We purchased the riding mower at TSC in Lancaster off Main St on 4/27/2024. On the day we purchased it, it did not start up right away. Unfortunately I bought it anyways. Once it was delivered, it still hesitated to start up. I figured it needed more gas and added some. The tractor was used less than 4 times and never fired up right away. I finally had time to call TSC and they wouldn't help since it was days over 90 days. I emptied the gas tank and added new gas but problem never resolved. We took it to a Cub Cadet repair place and they said there was something wrong with the gas. This occurred over time and had to have occurred from TSC fuel as it was never firing up right. Cub cadet is refusing to cover this and back up their local retail supplier. The repair cost is around 200.00 and we spent almost 3K for this thing. It's not our fault TSC messed it up as it was new to us and rarely used. I'm extremely upset and want the thing repaired or if we pay for repair we want reimbursement. This is ridiculous
Business Response
Date: 09/25/2024
Good Afternoon ***** ********,

We’re sorry to hear that you’re having trouble with your Cub Cadet equipment. Your equipment came equipped
with a minimum 2-year manufacturing warranty, and we do stand behind our
products and our warranties. Our authorized service dealers handle all of our
warranty claims and adjustments and can work directly with our customer support
to fix the problem. As long as one of our dealers says that this was a
manufacturing defect and files a warranty claim, we are happy to cover the repair
charges.

Our records indicate that you spoke with one of customer support advocates on
9/12/2024 and were advised to have the authorized service dealer submit a
detailed warranty claim for our warranty department review for warranty
consideration. If they have not
submitted a warranty claim, we can reimburse you for the cost of repair(parts
and labor) as long as the receipt with the paid amount for the repair is
submitted. We would encourage you to give us a call at ************** and
reference your case # ******** at your earliest convenience.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Initial Complaint
Date:09/21/2024
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 ordered a lawn mower part online, spent $500, they sent me (1) of the (2) parts I ordered and payed for and now I have NO WAY to connect with a human in which to resolve the issue. The customer service # goes nowhere, you just wait on hold for HOURS at a time and cant get a human There is very little in terms of other numbers to reach online and NUMEROUS complaints & reviews similar to mine. I still need the part but have no way to contact or resolve despite having the info needed to do so.
Business Response
Date: 09/24/2024
Good Afternoon ******** *********,

Were sorry to hear that you havent been able to get in touch with our customer support team and receive the answers you were looking for. We are currently working hard to assist our customers as quickly and efficiently as possible with limited staff at the moment. It looks like the bagger attachment 19B70055100 was on backorder at the time you placed your order online, and is due back into stock at the beginning of October. Once the bagger attachment is back in stock and ships out, you will receive it within 5-7 business days. We apologize for the inconvenience, and appreciate your patience.

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

Sincerely,

MTD Products by ******* ***** & ******
Initial Complaint
Date:09/20/2024
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 Craftsman riding lawn mower (CRAFTSMAN T2200 Turn Tight 42-in 19.5-HP Gas Riding Lawn Mower) from Lowe's on April 22 and delivered on April 27th. This lawn mower jerks with the slightest bump or slight incline while mowing since day one and has gotten worse over the past few months.
I've made several attempts to contact MTD and Craftsman over the past few months. Craftsman told me I had to contact MTD Products for warranty work and MTD Products never responds and Craftsman is no help just telling me I have to contact MTD Products.

It was also delivered with a dead battery and I have to charge the battery overnight in order for it to start each time I plan on mowing. I can't turn the mower off in the middle of mowing or it won't restart even with a charged battery.

I can't get anyone to respond to me about repairs therefore I would like a refund so I can purchase a mower that works.
Business Response
Date: 09/23/2024
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 the email correspondence that you
initiated was sent to a unmonitored queue, but our records indicate that you
did speak with a member of our support team on 8/7/2024 and that you were referred
to an authorized service dealer to have the equipment evaluated under warranty.
Your equipment came
equipped with a minimum 2-year manufacturing warranty, and we do stand behind
our products and our warranties. Our authorized service dealers handle all of
our warranty claims and adjustments and can work directly with our customer
support to fix the problem. As long as one of our dealers says that this was a
manufacturing defect and files a warranty claim, we are happy to cover the repair
charges. Unfortunately, we are not able to reimburse or replace your equipment
unless one of our authorized service dealers determine the equipment is
unrepairable due to a manufacturer defect. We apologize for any confusion or
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: 09/24/2024
I am rejecting this response because: I am disabled and don't have a way to get my riding lawnmower to a dealer. I was told that someone could come to my home to repair my mower but haven't heard back from anyone and can't get anyone to respond from MTD or Craftsman other than saying my request has been expedited. I've been told it's been expedited several times to no avail and just left hangind with no answers or support.

Business Response
Date: 09/26/2024
Good Afternoon ****** ****,

If you are in need of
pick-up service, please discuss this with the authorized service center.
Transportation charges and service calls for warranty related services are not
provided as a part of the manufacturer's warranty coverage. Please consult the
warranty declarations page of the Operator's Manual for complete warranty
coverage provisions and limitations. Many service centers offer this optional
service at a nominal charge.

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

Sincerely,

MTD Products by Stanley
Black & Decker

Customer Answer
Date: 09/27/2024
I am rejecting this response because:
I received no paperwork when the mower was delivered, NONE. The only thing I have is the receipt and the mower that was delivered with a dead battery. When I contacted Craftsman they assured me that someone would come to my home and fix this mower. I even asked before I purchased the extended warranty if they would come to my house since I had no way to take it anywhere because this was very important before I purchased the mower becaues I'm disabled. Then I find out the extended warranty isn't even good for 2 yrs.
Now you're telling me I have to pay more money to have someone come out and fix a mower that has never worked right since the day I bought it and was delivered with a dead battery that won't hold a charge?

Customer Answer
Date: 10/01/2024
Attached is the extended warranty but was told it doesn't take effect for 2 yrs. (attached)
This is the warranty info on Craftsman (MTD Products) website. (attached)
I didn't receive any paperwork for the riding lawn mower and can't even find the manual for it online to download.
Business Response
Date: 10/02/2024
Good Afternoon ****** ****,

We apologize for any confusion in regard to the manufacturer warranty and the
extended warranty. The extended warranty does not take effect until the manufacturer
warranty has expired. As we explained in our previous responses, you will need
to schedule an appointment with one of our authorized service dealers to have the
equipment evaluated under warranty. Unfortunately, our service dealers do not
make on site service calls, however, as
a onetime courtesy we can reimburse you for the pick-up and delivery fee as
long as proper documentation is provided. We have sent you a copy of your
operators manuals to the email you have listed within your BBB complaint today
10/2/2024. If you would like to discuss this further, we would encourage you to
give us a call at ************** and reference your case # ********.

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

Sincerely,

MTD Products by Stanley
Black & Decker
Initial Complaint
Date:09/06/2024
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.
On 6/17/24 I purchased a Craftsman T110 Riding Mower from Lowe’s with a total price of$2,657.85. Upon the delivery I said it didn’t sound right. The person said he didn’t hear it. Then on approximately 8/17/24 I heard metal scraping of metal, the hood was popping up and down and a loud pop. I called Lowe’s and they told me I would have to call Craftsman. I called them and they gave me a number to call. I called and got voicemail and left the message of all information. I waited about 4 days and after leaving 2 messages Igor no response. I called the back and was given another service dealer. Called them and they got the same detail. They have yet to call me back. Today 8/6/24 I called Craftsman again and got a manager on the phone. His name was *****. He told me since I was having so much difficulty to get ahold of a private mechanic. I have now called Assyrant Warranty and they are having a service technician call me to schedule a service call.
Business Response
Date: 09/12/2024
Good Morning ***** *******,

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 2-year manufacturing warranty, and we do
stand behind our products and our warranties. Our authorized service dealers handle
all of our warranty claims and adjustments and can work directly with our
customer support to fix the problem. As long as one of our dealers says that
this was a manufacturing defect and files a warranty claim, we are happy to
cover the repair charges. Unfortunately, we are not able to reimburse or
replace the equipment unless the dealer determines the equipment is
unrepairable due to a manufacturer defect upon evaluation.

Since ***** advised you to have the equipment evaluated by an out of service
network provider, we can reimburse you for the repair(s) as long as it is
determined that the cause of failure was due to a manufacturer defect and
proper documentation is provided. We apologize for the inconvenience and
appreciate your patience.

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

Sincerely,

MTD Products by Stanley
Black & Decker

Customer Answer
Date: 09/21/2024
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. I however have gotten ahold of Costal Tool and Repair and they have my mower. This is one of the service centers provided by your company.
Initial Complaint
Date:09/05/2024
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.
Purchased a lawn mower from wal mart on 04/08/2024.it will not run starts and dies.Tried contacting manufacturer and i get a machine.the lawn mower is a yard machine self proppelled mower with a 3 year warranty.
Business Response
Date: 09/06/2024
Good Afternoon *****************************,

Were sorry to hear that you havent received the answers you were looking for from our customer support team, and that you havent been satisfied with your MTD walk-behind mower. Your equipment came equipped with a minimum 2-year manufacturing warranty, and we do stand behind our products and our warranties. We recommend contacting a ****************************** You can find a location near you here : Store Locator (mtdparts.com). They handle all of our warranty claims and adjustments and can work directly with our customer support to fix the problem. As long as one of our dealers says that this was a manufacturing defect and files a warranty claim, we are happy to cover the repair charges. If you disagree with the assessment of the dealer, you always have the option to take the machine to another service center for a second opinion.

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

Sincerely,

MTD Products by ************************* & ******
Initial Complaint
Date:09/04/2024
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 number *********** ***. Shortly after purchasing it, I was having trouble shifting it to different gears. I was on a hill and could not shift to move it to safer grounds. It went to the dealer Pratt lawn and garden Waynesville MO. I received it back and still had problems I call Cub Cadet, and after several phone calls, I asked for a full refund. they refused and offered to fix it, at any cost. Pratt's was involved and it went back for repairs. Then I was told a sale rep was going to have another dealer buy it and fix it. After many months I asked the status, and found out it did not work. Finally after about a year it was repaired. This occurred only after a phone call to Cub Cadet. I was told it should not have been covered under warranty by Cub but I was told it would be and it would be fixed. Because of the long time to repaid it < I am now having problems. When I talked with Cub , I stated that they had many problems with the model and line is the reason why they stopped making it. He said no they downsized the line and did away with it. When I talked with Pratts they told me they talked with Cub and they said they knew they had problems with it sifting and they were not going to fix it or take care and no longer responsible for it's problem. They should not have replaced the clutch the 2nd time. Cub would no longer take care of any problems. This company knew they had problems with the model and continued to sell it. they knew there was problems with this one because it was fixed prior to me buying it and it still was not fixed. They brought back the unit from the previous owner and then I came along and purchased it not knowing the history. They were willing to sell a lemon product, because they did not care. The bottom line was they wanted the money, and did not care about the safety of the public. This vehicle should be mandated for a recall and a full refund provided to the buyer.
Business Response
Date: 09/12/2024
Good Afternoon ****** *****,

We’re sorry to hear that you’re having trouble with your Cub Cadet equipment,
and that you did not receive the answers you were looking for from our customer
support team. Our records indicate that you spoke with one of our supervisors ****** on 7/23/2024, and he explained that the equipment comes with a 1-year warranty
for the original purchaser(this information can also be found on the warranty
declaration page), and that a buy back was not possible at this point in
ownership due to the equipment being 3 years outside of the original warranty.
Our records also indicate that one of our dealer technicians reached out to the
authorized service dealer and confirmed that we would cover the repair(s) and
that the dealer would repair the equipment as soon as possible, however, moving
forward will no longer service your equipment after this repair due to
behavioral incidents. Up until this point we have made exceptions in regard to previous
repairs that were beyond the warranty period. 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 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: 11/27/2024
[[BBB transcription via email]]

I purchased this item in good faith, and would be nothing wrong with said item, this is not true. This one in question was returned to the sale business for the same problems that I am experienced. I was using the side by side on my property and had all kinds of problems with shifting the product. I even thought it was going to tip over while on the hill. I called a tow company to recover the unit, because it would not shift. I was suppose to have been fixed. This did not happen. I still had the same problems and again it was in the shop to be fixed.even while under the warranted period it took many months if not most of the year. Cub Cadet main headquarters told ***** to fix it any cost. Then a sales *** said he had someone to take it back(another dealer), This went on for almost a year. So their plot was to do what they did so they would not be liable to fix the problem. They only produced this product for 2 years, They knew they had problems, but I was told it they were downsizing their product line. So I was at a store and what did I see, a new mode of the same item that I have in question. So their words don't hold water with me, lie after lie. This vehicle is a dangerous item and should be recalled. I have talked to another person that has had the same problem as I, and they sold it and does not want anything to do with this company. They did do some work on it and I was told it still has shifting problems, again Cub wants me to keep a product that could lead to death because profit over the welfare of the people is more important. I am in contact with consumer safety federal government, to file my complaint with the also. My intent is to get Cub do do something with a bad product before it kills or hurts someone, thank you for your time.
Business Response
Date: 12/03/2024
Good afternoon ****** *****,

As we explained in our previous response to your BBB complaint: Our records indicate that you spoke with one of our supervisors ****** on 7/23/2024, and he explained that the equipment comes with a 1-year warranty for the original purchaser(this information can also be found on the warranty declaration page), and that a buy back was not possible at this point in ownership due to the equipment being 3 years outside of the original warranty.Our records also indicate that one of our dealer technicians reached out to the authorized service dealer and confirmed that we would cover the repair(s) and that the dealer would repair the equipment as soon as possible, but moving forward will no longer service your equipment after this repair due to behavioral incidents. Up until this point we have made exceptions in regard to previous repairs that were beyond the warranty period. 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 are connected with one of our support advocates. As of today 12/3/2024 we have received no additional contact from you.

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

Sincerely,

MTD Products by ******* ***** & ******

Customer Answer
Date: 12/05/2024
More Information...As we explained in our previous response to your BBB complaint: Our records indicate that you spoke with one of our supervisors ****** on 7/23/2024, and he explained that the equipment comes with a 1-year warranty for the original purchaser(this information can also be found on the warranty declaration page), and that a buy back was not possible at this point in ownership due to the equipment being 3 years outside of the original warranty. Our records also indicate that one of our dealer technicians reached out to the authorized service dealer and confirmed that we would cover the ***air(s) and that the dealer would ***air the equipment as soon as possible, but moving forward will no longer service your equipment after this ***air due to behavioral incidents. Up until this point we have made exceptions in regard to previous ***airs that were beyond the warranty period. 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 are connected with one of our support advocates. As of today 12/3/2024 we have received no additional contact from you.

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

Sincerely,

MTD Products by ******* ***** & ******
I did call the 877 number and they did not have a clue about what is going on, the are from ************, I was told it would be ***aired at all cost but a sale *** prolonged the ***airs and which made it take so long please call ***** at ******* lawn and garden he has all of the info. the company took so long and now they are using this ploy to claim it was so long outside of the warranty period. The are the ones who prolonged the time to what it turned out to be. The are still placing profit over safety. They only made this product for 2 years. Now they have resume making it after many years so they have fixed the problems they had with the year group that I have. They need to recall the product because of safety ************ home office needs to call me and not chancel it through some off site. It needs to be someone who had knowledge of this case

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