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.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:09/06/2024
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
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.
Purchased a mower from farm and fleet. Got it home and put together and it wouldn’t start. Drove the 30 mins back and left with the store to look at it. They said it was all clogged up and dirty even though it was brand new but they got it running and I went back and got it. I’ve used it 5 times and it is doing the same exact thing. Called MTD/Craftsman and told them I don’t want it and that it was defective when I got it and I do not want to keep taking it back and forth to he fixed. They told me I have to drive it the 30 mins back to be repaired again. It is obviously defective and was from day one. I want a replacement or refund to purchase one that works.
Business Response
Date: 09/05/2024
Good Afternoon ******* *****,

We’re sorry to hear that your having trouble with your Craftsman equipment, and
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 replace or reimburse
the equipment unless one of our authorized service dealers deem it unrepairable
due to a manufacturer defect upon evaluation. If you have any questions in
regard to your warranty, we would encourage you to refer to your warranty
declaration page 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
Business Response
Date: 09/05/2024
Good Afternoon ******* *****,

We’re sorry to hear that your having trouble with your Craftsman equipment, and
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 replace or reimburse
the equipment unless one of our authorized service dealers deem it unrepairable
due to a manufacturer defect upon evaluation. If you have any questions in
regard to your warranty, we would encourage you to refer to your warranty
declaration page 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: 09/06/2024
I am rejecting this response because:

The lawn mower was defective when purchased and did not work brand new out of the box and needed repairs to even start. When spending that much money on a product it should work and not need to be driven an hour roundtrip multiple times within the first few months of buying.
Customer Answer
Date: 09/06/2024
I am rejecting this response because:

The lawn mower was defective when purchased and did not work brand new out of the box and needed repairs to even start. When spending that much money on a product it should work and not need to be driven an hour roundtrip multiple times within the first few months of buying.
Initial Complaint
Date:09/04/2024
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.
i canceled an air filter on the phone the lady said to refuse the item and they would refund they caused me to cancel my credit card over this problem
Customer Answer
Date: 09/04/2024
I REFUSED THE ITEM AND IT WENT BACK TO CUB CADET AND THEY STILL HAVE NOT REFUND THE 27.81 TO MY CREDIT CARD THEY GOT IT BACK ACCORDING TO INFORM DELIVERY USPS
Business Response
Date: 09/05/2024
Good Afternoon ******* ******,

We’re sorry to hear that you haven’t received the answers you were looking for from our customer support team. Our records indicate that you spoke with one of customer support advocates on 8/27/2024 requesting to cancel a portion of your order. Our support advocate advised you that the order had already shipped out and was not able to be cancelled. She advised you that you could refuse the shipment or follow the instructions on the packing slip to return the order. Once the item(s) are returned back to our warehouse, we are able to begin the credit process. If you have closed the credit card that you used to place the order, the credit will still apply to your financial institution, and they will likely send you a reimbursement check in the mail. We would encourage you to contact your credit card company so they can provide further explanation of your refund options.

If you have any additional issues, feel free to contact us at *************** Please reference your case number ********.

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:09/03/2024
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 purchased a Dewalt brush cutter on Home Depot website May 24 2023.I used the brush cutter several times of that year. In the month of June and July the brush cutter would not engage. I called every authorized dealer in my location and every authorized dealer on Dewalt Corporation Warranty Department website does not repair or service this type of brush cutter. I took it to Home Depot in early June 2024 and Home Depot no longer do repairs and service, but inspect my brush cutter and state that carburetor is gone-no gas to the going to the spark plug. I tried on several occasions to inform Dewalt Corporation, and spoke with ******** ******* (CSR) and ***** from the warranty and informed both departments of the condition of the brush cutter. I also informed them that there authorized dealers on there website DOES NOT REPAIR or service this type of brush cutter. I’m requesting a total refund.
Business Response
Date: 09/06/2024
Good Afternoon ******** *******,

We’re sorry to hear that you haven’t received the answers you were looking for
from our customer support team and that you’re having equipment issues with
your trimmer. We want to assist you with resolving this matter as quickly and efficiently as possible. After reviewing
our records we have decided the best course of action would be to reimburse you
for the equipment. Before we move forward with the reimbursement, can you
please clarify the disputed amount? You have $227.00 listed within your BBB
complaint, however, the proof of purchase you provided is in the amount of
$237.59.

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

Sincerely,

MTD
Products by Stanley Black & Decker

Customer Answer
Date: 09/11/2024
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 will accept the total refund of $237.59.
Initial Complaint
Date:08/28/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a 2023 Cub Cadet XT1 42B with 30 hours. Needs a valve replacement. CC will not honor warranty because I am not the original owner. Owner moved out of state and cannot locate. They also said they don't honor warranty for the Briggs and Stratton engine and that has to go direct to them? How can this be. One year old and in new condition. They have a 3 year warranty but say only to original owner. Seeking warranty replacement valve. .
Business Response
Date: 08/30/2024
Good Afternoon ***** *******,

We’re sorry to hear that your having trouble with your Cub Cadet equipment.
Unfortunately, the warranty is only valid for the original purchaser, and is non-transferable.
This information is documented and explained on the warranty declaration page. The
engine does come with a separate 2-year minimum warranty, and any warranty related
issues in regard to the engine would need to go through the engine manufacturer.
As a one time courtesy, we can send out the replacement part at no charge but
will need additional details including the factory model and serial number, and
your mailing address. We have documented this under case # ********, and would
encourage you to give us a call at ************** at your earliest convenience.
We apologize for the inconvenience and appreciate your understanding.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:08/27/2024
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 bagger for my tractor they sent me the wrong one, and Saud I ordered the wring one when there was only one tractor to choose from, i sent it back at my own expense $390 the tractor was 650. In any case I called to make sure they credited my account of which 150 was left on my account. I belive since I paid to ship it back they should clear my account.
Business Response
Date: 09/05/2024
Good Morning ****** *******,

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. Our IT department is aware of the website
issues and are working hard to correct them as quickly and efficiently as
possible. Our records indicate that you were credited in the amount of $614.79 which
includes the $579.99 for the bagger attachment and $34.80 for the tax on
8/8/2024. We show that you paid $390.86 to have the bagger attachment returned
to us. Please respond and clarify the disputed amount you wish to have credited,
and provide proper documentation to support your request.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:08/27/2024
Type:Customer Service 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.
Original order 11/27/23 Mower deck shell was purchased based on the factory direct parts match that matches parts to mower serial number. Order was delivered verified against packing slip and website part number "verified fit" part was shelled to be used at a later time. Weekend of August 23-25th 2024 part was retrieved and was being installed when it was noticed this isn't the right deck shell for this specific mower. Went to website verified this is "the verified fit" based on mower model number. The website states returns can be made within a year. Was on a recorded line Mon 26Aug24. and was told I could send it back but will be forced a shipping fee and up to most likely 25% restocking fee. I was told no direct replacement was possible so I would still have to buy the right part which had to be physically located on website with part number search doesn't say it fits my mower, but it is the one I need. After a little back and forth I decided to accept the free truck pick up and a 10% off the price of the new deck which is already an $80 increase over the one I bought. Was told it was I'm possible to Use my Troy-built financing account over the phone asked them to create a discount code for them to create that I could go to website and purchase myself was told it wasn't possible asked to speak to the manager, but the call was ended instead. All I'm trying to do is not take some major loss based on ordering what your system "verified" as the right fit. I just want a simple resolution where this deck is either returned and fully refunded and I can move on and purchase the proper part needed "not actually verified in system” or a return and a discount on the new deck shell to offset the cost of any return and or restocking fee. This is your factory direct website and your parts verifier which is just and equivalent as me speaking to an employee and getting the wrong part which I was told directly would have had a different outcome on the return offering.
Business Response
Date: 09/05/2024
Good Morning **** ******,

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. Our IT department is aware of the website
issues and are working hard to correct them as quickly and efficiently as
possible. We have placed a no charge order for the correct deck shell today
9/5/2024 as a one time courtesy, and you will receive it within the next 7-10 business
days. Your no charge order number is ***********. This information will also be
sent to the email address you have listed within this complaint. We apologize
for the inconvenience and appreciate your patience and understanding.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 09/09/2024
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. Although I haven't received said email at this time I will be happy to accept on good faith and follow up at a later date.
Initial Complaint
Date:08/23/2024
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.
Purchased a Craftsman pressure washer in April of this year. After the 1st time using it, I had trouble keeping it running. It would only run in choke. Contacted Craftsman and was told that I had to take it to Northern Tool for warranty service.
I was finally able to bring it in July. When I dropped it off, I was charged a 60.00 service fee and was told that I would get that back when the warranty claim was processed. August 21st, I received a phone call from Northern Tool telling me that the unit was ready, but it was not a warranty issue. It was a fuel issue. The mechanic said there was an issue with the carburetor. He drained the fuel, cleaned out the carburetor and put fuel in the tank and ran it for 5 minutes. I did not believe this to be the case since the unit didn’t work the day I brough it home. I use the same fuel for all my equipment and fill up my vehicle every time I get fuel for my equipment. When I got home, I hooked it up to my hose, using the same fuel the mechanic put in the tank, and it was NOT fixed. It is doing the same thing it did when I dropped it off a month ago. I have a video of the machine killing before 2 minutes. I contacted Craftsman and was told that I had to take it back to Northern Tool to have it repaired. This is a 70 mile round trip. I told him I was not going to go back there, they had it for a month and didn’t fix it. I purchased this unit brand new it did not work as advertised. I should not have to go through all of this with a brand-new product. There is a Consumer Fair Act Trade which states that I have 6 months to return the product for one that works properly, and Lowe’s will not take it back and Craftsman tells me that I have to take it BACK to a place 35 miles away and lied to me about repairing it. I want a replacement (new pressure washer) or a refund so that I can buy one that works! I think I deserve to get what I paid for!
OR let me have it fixed locally and reimburse me!
Business Response
Date: 08/29/2024
Good Morning ***** *********,

Our records indicate that this issue has been resolved and that you have agreed
to take the equipment back to Lowe’s and exchange it for a new pressure washer.
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

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