Complaints

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

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• 

  MTD Products, Inc.

  5965 Grafton Rd Valley City, OH 44280-9329

• 

  MTD Products

  5484 Highway 145 South Verona, MS 38879

• 

  Craftsman

  701 E Joppa Road Towson,Maryland 21286 Towson, MD 21286

• 

  Cub Cadet

  PO Box 731 Mahwah, NJ 07430-0731

• 

  MTD Products

  6978 E. Century Park Dr. Tucson, AZ 85756

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

• Initial Complaint

  Date:08/21/2024

  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.

  On May 10 2024 we purchased a ****** push mower from Home depot. used it one time and tried to used it again and it would not start . Home depot would not take it back after 30 days and said we had to contact ******. ****** said we had to contact MTD as they handle their warranties. I have tried to call every number i could find with nobody answering any option i tried. I finally went on instagram and facebook and got a response from someone who had a Sean A contact me who said he processed a refund on 8/1 and check would be arriving 7-10 days. On 8/13 he apologized and said refund would process on 8/15. that he forgot to attach a copy of receipt I sent him. also a Kirk m on 8/13 said he is customer service supervisor for ****** and he submitted refund request with the receipt attached and the check would be cut on 8/15 and we should receive in next few days. On 8/20 Sean again said check has been processed and will be released 8/21. I just keep getting the runaround from both people. I just want my money back .

  Customer Answer

  Date: 08/25/2024

  The company responded and sent my check   Thank you 

• Initial Complaint

  Date:08/20/2024

  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.

  [[BBB transcription via mail, see attachment]]
  
  The company (Cub Cadet) should provide a number to the company instead of a call center. I wanted to speak with a rep, not a call center who tells me that's all they are. I googled numbers, I searched. All I wanted was to speak to a rep. I've spent a total of 4hrs 25mins trying to speak to some one. At this point I have a mower that is new, less than 5 months old and Cub Cadet will not honor their warranty.

  Business Response

  Date: 08/20/2024

  Good Afternoon ****** *******,
  
  We’re sorry to hear that you’re haven’t been satisfied with your Cub Cadet
  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 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
  disagree with the assessment of the dealer, you always have the option to take
  the machine to another service center for a second opinion.
  
  If you would like to discuss this further, we would encourage you to give us a
  call at ************** and reference your case number ******** once you’re
  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
  
  

• Initial Complaint

  Date:08/20/2024

  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 ****-bilt Bronco 42" 547CC ************************** Riding Lawn Mower online f4im Homedepot. It was delivered to my house on yesterday at 11am cst. I spent all day either on the phone with Homedepot and ********************************** (SBD) and running looking for parts at HD store. There is a part on page 6 of SBD manual regarding the mounting assembly being placed over the shoulder bolt on thr mounting bracket but the manual exhibits that the brackets are already adhered to the mower. The screws in the bag with the brackets do not fit the self made holes on the mower where the illustration shows it is at. The manual shows it should already be there and there are no instruction regarding installation nor do any of the s**** fit. No hardware store sells the size needed and SBD has no true customer service assistance. So now I just have a riding lawn mower that I can't pick my trimmings with and I've bought the baggers, etc.Their headquarters need to be made aware if they aren't already that their customer service is rated at a "0" literally and their manuals do not define/describe their products!!! I've spent over $3500 and unsatisfied.

  Customer Answer

  Date: 08/20/2024

  ****-bilt apparently has merged with ************************* & ****** and MTD and their bagger for the ****-bilt is from MTD and the screws don't fit.  After waiting an hour in a half to speak with someone they are now sending me smaller screws.  I haven't gotten them yet so unsure if they will fit but still unable to use the riding lawn mower as a result of this.  Will keep you abreast.

  Customer Answer

  Date: 08/20/2024

  ****-bilt apparently has merged with ************************* & ****** and MTD and their bagger for the ****-bilt is from MTD and the screws don't fit.  After waiting an hour in a half to speak with someone they are now sending me smaller screws.  I haven't gotten them yet so unsure if they will fit but still unable to use the riding lawn mower as a result of this.  Will keep you abreast.

  Business Response

  Date: 08/20/2024

  Good *********************************,
  
  Were sorry to hear that youre having trouble with your bagger attachment, and we want to assist you with resolving this matter as quickly and efficiently as possible. It looks like your equipment came with a minimum 2-year manufacturing warranty. We encourage you to contact a *********************************** to further explore the issue. You can find a location near you at: ************************** 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 ************************* & ******
  
  

• Initial Complaint

  Date:08/17/2024

  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 ordered a zero turn lawn mower from Cub Cadet. The mower was delivered with various damages.
  
  I called Cub Cadet customer service on at least three occasions to complain about the damages and order the necessary parts. I spoke with a very rude customer service supervisor who said they would deliver me the replacement parts; however, despite providing photos of damages, to date, I received only one replacement part as well as a random part of the mower that isn’t damaged. I emailed Cub Cadet various times advising that I haven’t received the three other parts but I get no response.
  
  Since customer service is difficult to deal with and of little help, I reached out to a local Cub Cadet dealer and asked for help in ordering the parts. The Cub Cadet dealer said he “spoke with customer support today and they were no help whatsoever. I have our cub cadet rep looking into this currently and should hear something in the next few days.” Even the local dealer can’t get me the parts.
  
  I ultimately told Cub Cadet that I wanted to return the mower because the mower was damaged and they wouldn’t send me the replacement parts. However, Cub Cadet refused to take the mower back and refund my money.
  
  Cub Cadet’s customer service is unresponsive, unhelpful and downright rude. This has been a terrible experience and I would like to return the mower for a refund so I can buy a mower from a company that will sell me an undamaged mower and respects their customers.
  
  Attached are photos of the damaged parts which include cracked motor casing, damaged/broken clip for the knob to engage the mower blades and damage to the casing that houses the wire harnesses for the ignition, etc.

  Business Response

  Date: 08/27/2024

  Good morning **** *******,
  
  We apologize for the delay in response, we are currently working hard to assist
  our customers as quickly and efficiently as possible with limited staff at the
  moment. We have placed a no charge order and are sending you a replacement
  seat, PTO switch, and control panel console. You will receive the PTO switch
  and control panel console within the next 5-7 business days and you will also receive
  email confirmation and tracking information once the order has shipped out. The
  seat is currently on backorder until the second week of September, and will ship
  out separately. Unfortunately, we are not authorized to sell the engine
  components, and would recommend contacting Kawasaki directly by calling
  ************** or visiting their website at *************************** to
  inquire about the damaged engine housing. The engine comes with a separate
  2-year manufacturing warranty. 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
  
  

• Initial Complaint

  Date:08/16/2024

  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 have a ***** craftsman push mower that was built in November 2022. I am very dissatisfied with it. It is in the shop right now which is still under warranty, but the issue is the carburetor and they tell me its not under warranty. Im going to have to pay close to $160 to get it fixed. I have a 43 year old Rally Lawnmower that is still going. I definitely wish I never had this mower. I am telling people to stay away because there is no primer or choke on this whatsoever.

  Business Response

  Date: 08/19/2024

  Good Afternoon *******************,
  
  Were sorry to hear that youre having trouble with your Craftsman 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. 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. If you have any questions in regard to your warranty coverage,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 support team.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  MTD Products by ************************* & ******

  Business Response

  Date: 08/19/2024

  Good Afternoon *********************,
  
  Were sorry to hear that youre having trouble with your Craftsman 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. 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. If you have any questions in regard to your warranty coverage,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 support team.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  MTD Products by ************************* & ******

  Business Response

  Date: 08/19/2024

  Good Afternoon *********************,
  
  Were sorry to hear that youre having trouble with your Craftsman 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. 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. If you have any questions in regard to your warranty coverage,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 support team.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  MTD Products by ************************* & ******

• Initial Complaint

  Date:08/14/2024

  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.

  Hello Sir/Ma'am
  On 25 July 2022, I purchase Cub Cadet ZT1 42" Zero Turn Riding Lawnmower, from Tractor Supply, that came with a 3-year factory warranty, I paid $3299 plus tax, I have only used my mower during the summer season, in 2023 I have an is with the deck coming loose, because the main bolt came lose, I purchase a bout and reattached it. Early spring 2024, I found a transmission oil leak took to Ace hardware to have it repair under the warranty, a few days later after it was repaired try using it and notice the right-side hand gear was sticking cause the lawnmower to Jurk, before it moves. I parked it and the next day I found a larger puddle of oil, so I took it back to ACE hardware, again and told them about the gear sticking. it was repaid few days later. when I went to get it. the right was still sticking but not as bad as before. Now a few weeks later while I was cutting grass the deck belt came off, after about 2 house I managed to put it back on, next day i went out to use it and, this time outside of my fence, the right gear was sticking again and then a few minutes, later the mower was no longer moving, it completely stopped, I later notice that the Drive belt came lose so I took, contacted Cub Cadet and was told to take it back to ace and call the customer service warranty depart the next day. I droop it off to ACE hardware again, they are 2 weeks behind in services. I my wife call cub cadet customer service only to get the run around, then when they transfer her to speak to a manger the phone cut off that was after being on hold for an hour, no one call back, So I called them the next day they were able to pull up my case #********, Equipment Serial # ***********, Model #************. I was told the belt id not covered under the warranty, I ask to speak to the manager, I was being transferred, the phone hung up again, no one call back or pick up when I call back to this day. I think I should be given a new lawnmower or be refund my money.

  Business Response

  Date: 08/19/2024

  Good Afternoon ******* ********,
  
  We’re sorry to hear that you’re having trouble with your Cub Cadet equipment,
  and 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 let us know the best time of day to reach you, and we will
  get you in touch with the right person here to discuss this further. 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

• Initial Complaint

  Date:08/13/2024

  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.

  On 1 Aug I placed an order for a riding mower, snowblower attachment and several snowblower accessories. Confirmation says to expect email communication at shipping - no emails came. Deliveries came intermittently via multiple couriers and ultimately the mower arrived on Aug 7th, but it was damaged (I did not sign for the mower to accept it). There was damage to the steering wheel but unknown damages could be potentially underlying in the steering system or other areas. After multiple attempts and a successful 2 hour hold time I was able to contact customer service. They were not interested in doing anything to discount the item based on the damages, nor did they guarantee any services to repair would be paid for. They offered only to send a new steering wheel for us (consumer) to replace. Beyond that, it was palletized and my wife and I are both disabled veterans and are not able to remove it safely. Eventually, they said they would accept return of the mower only, but could not provide any estimate or information about when it would be picked up. They would not accept return of all the accessories based on our justification even though it is brand new, and I have no use without the mower. This was 8/8 and still no communication. The "return" process seemed to be filled with restocking, daily storage costs and other charges that would ultimately total the cost of the mower by the end - negating the whole process. My money would be held for up to months until they determined it was not "our fault" and then and only then would any be refunded. Now the items all take up a whole bay of my garage and preclude me from accessing the other bay due to the 600lb pallet being unloaded in front. For days now I have been unable to mow my lawn or access areas of my home. I'll have to pay a company to mow for me until I can get the funds back from Troy-Bilt so this transaction is COSTING me money and space every day it goes on. Asking for immediate pickup & refund in full.

  Business Response

  Date: 08/16/2024

  Good Afternoon ******* ******,
  
  Thank you for bringing this to our attention. Letting
  you down isn’t something we stand for, so please know your feedback will be
  documented and used to help us build better products in the future. We’re sorry
  to hear that you didn’t receive the answers you were look for from our customer
  support team, and we want to assist you with resolving this matter as quickly
  and efficiently as possible. We are sending you pre-paid return labels to
  return the attachments, and you will receive an email confirmation to the email
  address listed within your BBB complaint. Once the attachments are returned to
  our warehouse and verified, we will begin the credit process, and once the
  credit has processed, you will receive a copy of the credit memo via email as
  well. Once the credit has processed please allow 3-5 business days for the
  credit to reflect upon your financial institution. 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: 08/19/2024

   I am rejecting this response because: nothing is mentioned of the efforts being made pick up the mower nor the blower attachment (the 2 largest pieces and most expensive). They are far too large for the UPS drop-off labels that I did receive.

  So far, no communication (phone or email) has been received at all for the scheduling or carrier assignment in regards to returning those large pieces as was articulated on the phone initially. An LTL carrier did show up unannounced but could not take them because they were delivered on inappropriate pallets and exceeded the weights the carrier was told.

  Please also confirm the process related to charging "restocking" and/or "storage" fees as they sound as though an undisclosed amount of money will be deducted from my credit refund at the end of the process.

  Business Response

  Date: 08/27/2024

  Good Afternoon ******* ******,
  
  We want to assist you with resolving this matter as quickly and efficiently as
  possible. We have sent you an email today 8/27/2024 requesting additional
  information in regard to how your equipment and attachments were delivered, as
  well as the attachments that were not accepted by UPS, and the LTL freight company
  that was unable to pick up the attachments due to weight and being secured to a
  pallet. We would encourage you to respond to our email at your earliest
  convenience so we can assist you with moving forward and resolving this matter.
  
  Additionally due to the circumstances surrounding the issue you have
  experienced with our company and your equipment arriving damaged, you will not
  be charged any restocking fees.
  
  
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  
  MTD Products by Stanley Black & Decker
  
  

  Customer Answer

  Date: 08/28/2024

  I received the email mentioned, and as of 8/27 have replied providing full details to the questions asked. Specifically around the LTL issue with the mower, the complete lack of communication that an LTL carrier was assigned/coming to my home, size concerns over the UPS packages with assigned labels and described the palletization of the snowblower attachment along with the separate palletization of the mower.

  While there is a resolution in works for most items on the receipt, I still have yet to receive refund or acknowledgement of the refund/pickup process for the snowblower attachment which is another very large, ~$2k item that will need returned. 

  With some things recently sorted out, I will be taking trips to UPS to drop off the ones with assigned labels. 

• Initial Complaint

  Date:08/12/2024

  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.

  On July 13, 2024, I purchased a Craftsman 2x20V Brushless Cordless Push Mower (Model CMCMW220) from the Exchange at Camp Foster military installation in Okinawa, Japan, at a cost of $335.00. After using the mower on three occasions, I no longer saw a need to retain the purchase receipt, which was subsequently shredded. On August 13, 2024, the mower ceased to function and became inoperative.
  
  Upon contacting Craftsman for assistance, I was informed that they could not process a replacement due to my mailing address being FPO AP, which complicates shipping arrangements. As I reside outside the continental United States, sending a replacement to an address I do not live at in the United States is not feasible. Additionally, I am unable to return the defective product to the manufacturer because of my location and the lack of a receipt, with my only proof of purchase being a credit card statement.
  
  Craftsman’s response indicated that there were no alternative solutions available for this situation: “We apologize for any further frustration. We would not have a work around for that situation.” As I am currently serving on active duty, this situation leaves me responsible for the $335.00 cost of a non-functional product.
  
  In light of these circumstances, I request reimbursement for the defective mower, as it is no longer operational and all available options have been exhausted.

  Business Response

  Date: 08/22/2024

  Good Afternoon ***** *********
  
  We’re sorry to hear that you’re having issues with your Craftsman equipment. Our
  records indicate that you spoke with a member of our customer support team, and
  we will be issuing a reimbursement check in the amount of $335.00. Due to your
  current location, it was agreed upon to have the reimbursement check sent to
  one of your relatives who reside within the United States and they will receive
  it within the next 5-8 weeks. We apologize for the inconvenience, and
  appreciate your patience. Also, all of us
  here at Craftsman thank you for your services.
  
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  
  MTD Products by Stanley Black & Decker
  
  

  Customer Answer

  Date: 08/23/2024

   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.

  Very Respectfully,

  *****

• Initial Complaint

  Date:08/12/2024

  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.

  Bought a Troy-bolt bronco 42 inch cut May 7 2023 with a 2 yr warranty it has been in the shop repair service since April 23 2024 I have called on getting this resolved 8 times they either can’t get the part or don’t get enough in for the repair shop to get on since June 30 2024.i have paid 100 dollars a week to get my lawn mowed so as of today I have 1700 dollars in lawn care and 2374.92 in the lawn mower for this year and still don’t have anything to mow my lawn and now the part won’t be in to them until Aug 20 2024 I believe I have waited long enough to get this resolved.i have spoken with a ****, a ****, a *********, a ****** and serval others

  Business Response

  Date: 08/14/2024

  Good Afternoon
  ****** **********,
  
  We’re sorry to hear that you are having trouble with your Troy-Bilt equipment,
  and that you haven’t received the answers you were looking for from our
  customer support tem. We want to assist you with resolving this matter as
  quickly and efficiently as possible. Our records indicate that in an effort to compensate
  you for your inconvenience we have extended your warranty by 6 months, as well
  as that we have issued you a reimbursement check in the amount of $400.00,
  which will be mailed out on 8/14/2024. Please allow 7-10 business days to receive
  the check via USPS.
  
  Please
  understand that we are in the business of manufacturing power equipment and
  service parts for them. 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.
  Most "factory" backorders of parts
  are fulfilled within 14 business days (unless the part is supplied by an
  outside vendor wherein that supplier may have to produce them and ship them to
  us). In actuality factory backorders seldom occur, especially when compared to
  the incredibly large number of parts that we manufacture, warehouse and
  distribute.
  SERVICE CENTERS do not normally order their parts directly
  from our factories. Our worldwide parts distribution system utilizes
  regional parts distributors and warehouses. The vast majority of
  servicing centers have merchant accounts and order their parts from a
  regional parts distributor. These regional parts distributors simply do not
  have the vast storage areas necessary to maintain large supplies of every
  possible service part for every piece of equipment ever manufactured. As a
  result most backorders for service centers actually occur at this
  distributor level. When a distributor has a part on backorder they then have to
  order more parts from the factory and then forward that shipment to the
  servicing center. Because the servicing center chooses and selects the
  parts distributor that they order parts from, questions about parts on
  backorder for service centers must directed to the servicing center. The
  servicing center has all the important information (account number, order
  number, part number, paint color, dates etc...) to follow up on their orders,
  our factory does not. The service center is responsible for following up
  on their own parts orders.
  
  We apologize for the inconvenience, and appreciate your patience. If you would
  like to discuss this further, we would encourage you to give us a call at
  1-855-971-2271 and reference your updated case number 09764319.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  MTD Products by Stanley
  Black & Decker
  
  

• Initial Complaint

  Date:08/07/2024

  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 will be attaching the email I sent to Cubcadet in an attempt to resolve my issue. I had previously had contact through email which I will also attach. I received a prompt response to my first email in 2021 but have not received any response to my current attempt. I have called the number to be placed on hold for hours and then disconnected. I have attempted to chat with someone online however no person came on when the bot advised a live person would assist me. I have a $5000 mower with 3.5 hours total time on the unit and it cannot be repaired. Any assistance would be appreciated.

  Business Response

  Date: 08/13/2024

  Good Afternoon ***** ****,
  
  We’re sorry to hear that you haven’t been satisfied with your Cub Cadet
  equipment, and 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 let us know the best time of day of
  day to reach you, and we will get you in touch with the right person here at
  Cub Cadet to discuss this further.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer Answer

  Date: 08/20/2024

  [[BBB transcription via phone call]]

   

  Consumer stated they are available via phone and email. If the business provides a direct number to contact them it would be best. Consumer also mentioned a direct email has been relayed to the business with similar requests. 

   

  [[Email from the consumer]]

   

  Below is your response to my attempt to reach out to the Better Business Bureau. You have provided no direct contact information. If you are sincerely, and I emphasize sincerely, interested in resolving my issue, whom can I contact, directly, to resolve this??
  
  You can respond to this email at ******************* with DIRECT CONTACT information. I can be reached at *** *** **** or *** *** ****. Should you receive voicemail please do not provide the public customer service contact information, it will only frustrate the situation. The amount of the purchase demands action on your part. Please don't make me take further action. I simply wish to resolve this issue.
  
  I am at my wits end!!
  
  The personal consideration gone into the initial purchase of this unit was substantial. I deliberated my options and made the decision to purchase this unit prior to retirement as THE MOWER that would provide for my needs until I no longer had a need!
  
  I am sending a copy of this attempt to contact to the Better Business Bureau' should you fail to respond I will take additional action. Please understand I simply wish to resolve this issue, however if not resolved please also understand I am retired, I have the time to be as public as possible about my experiences and will do so.
  
  Please just resolve this.
  

  
  

  Business Response

  Date: 08/28/2024

  Good Afternoon ***** ****,
  
  Our records indicate that one of our customer support team leads **** has
  reached out to you via phone on Monday 8/26/2024 as well as Tuesday 8/27/2024
  and left a voicemail with his call back number on both days. We would encourage
  you to return the phone call 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

  Customer Answer

  Date: 09/03/2024

  Good morning Ms. ******.

  I did receive one voicemail message from **** at Cubcadet. He may have called twice but I only had one message.

  Unfortunately, when he called, I was out of town for those two days and left my cell phone at home, inadvertently. 

  On Wednesday 8/28 I returned ****** call, sometime mid-morning. I reached a message simply stating there was no one there to take my call. Oddly there was no other identification otherwise to be sure I had reached Cubcadet. I explained in the message that I had left my cell phone at home while I was out of town and requested a call back. I did not get a call neither Wednesday nor Thursday. On Friday, 8/30 I called at 10:46 and again at 11:38, my time. I carried my cell phone with me everywhere that day. I did not get a call back nor did I miss any calls. I just called again today at 10:22 to reach the same message and left another message.

  I do thank you for your assistance in this matter and wanted you to be aware that I did not simply receive a message from **** and not call him, it was a simple human error leaving my phone at home and I did respond as soon as I was able after returning home late on 8/29.

  Thank you again.

  *****

  Business Response

  Date: 09/05/2024

  [[BBB transcription via email]]

   

  Our team lead called the customer a few times yesterday afternoon 9/4/2024 and left a message. He is currently out of the office for the rest of the week and will return Monday 9/9/2024. He indicated that we need to determine where the customers equipment is currently at, have the equipment transferred to an authorized service dealer to have it evaluated if it is not already at one, (we can reimburse the customer for the transportation cost as a courtesy with proper documentation), and see if the equipment can be repaired, or if it is unrepairable due to a manufacturer defect.
  

  
  

  Customer Answer

  Date: 09/09/2024

  Thank you for the additional information. I did last receive one message on 9/4 from Sean. I returned his call when I checked my phone after mowing my lawn about 45-50 minutes later. I now understand why he did not return my call Thursday or Friday. I have not received a call today as of 4:19 PM. I will call again in the AM if I do not get a call today.