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

• 

  Craftsman

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

• 

  MTD Products

  PO Box 2120 Tupelo, MS 38803

• 

  MTD Products

  5484 Highway 145 South Verona, MS 38879

• 

  Cub Cadet

  PO Box 731 Mahwah, NJ 07430-0731

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:08/07/2024

  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.

  Bought a brand new Cub Cadet XT1 Intellipower riding lawn mower through **** ***** on 4/10/24. The mower was delivered on time and in good condition on 4/13/24. Approximately $2300 was spent to purchase this mower.
  
  Unfortunately, the mower did not run correctly. It was defective from the first time I started it. The electronic throttle did not work, and the mower would constantly lose power, sputter, and stall out. I contacted Cub Cadet and was told to send the mower to an authorized service center for repairs. I sent the mower to ******** *** ******** in **********, ** for warranty repairs on 5/28/24.
  
  Since May 28th, the part that is needed to repair my mower (part #********* - electronic control module) has been backordered and unavailable. On 6/17/24, I began contacting Cub Cadet customer service to try and resolve this issue. After numerous calls and many hours spent on the phone, I am no closer to getting my mower back. All that I am asking for is either a new mower or a refund at this point, since the defective mower cannot be fixed apparently.
  
  **** ***** declined my return since it had been past 90 days, even though the mower was in the service center for the majority of that time.
  
  I have been told consistently by Cub Cadet customer service that there is nothing they can do. At this point, I have been awaiting a call from a ¨supervisor¨ for over 10 days, which involved two separate customer service phone calls. My most recent case number with Cub Cadet is #********.
  
  I don´t feel that I am out of line to demand either a refund or a new replacement mower since the original mower I purchased was a lemon and cannot be fixed. Cub Cadet has done nothing to fix this, and I am now not only out the $2300 I paid them, but additionally hundreds more that I have paid for lawn service this summer.

  Business Response

  Date: 08/20/2024

  Good Afternoon ******** *****,
  
  We’re sorry to hear that you’re having trouble with your Cub Cadet equipment. Your
  equipment came equipped with a minimum 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.
  
  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 be 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.
  
  Please let us know the best time of day to reach you, and we will get you in
  touch with the right person here at Cub Cadet 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
  
  

  Customer Answer

  Date: 08/23/2024

   I am rejecting this response because:

  How disappointing to receive a cookie-cutter corporate response from Cub Cadet after all the time and money that I have wasted to this point. The fact that I even got to the BBB at all should signal a more significant problem, but alas, Cub Cadet continues to disappoint and deflect from any real responsibility in this matter, and continues to steal money from me.

  I have chosen to use excerpts from Cub Cadet's response in order to demonstrate why the response was insufficient and my continued frustrations with the company.

  Quote: "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."

  Response: I am aware of the warranties that my mower came with. Unfortunately, I have not been able to use my mower correctly even once, because it was defective from the time of purchase back in April, 2024. Cub Cadet claims to "stand behind their products," but I have been working with their authorized service dealer for 3 months now, and the dealer is unable to obtain the parts required to fix the mower. Please either give me a refund or a new lawnmower at this point. 

  Quote: " 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."

  Response: This part (Electronic Control Module, part #*********) has been on backorder since the beginning of June, 2024 -- almost 90 days, and an entire summer of mowing at this point. To respond with 14 business days is pathetic and demonstrates the lack of understanding as to what the actual problem is in this case.

  Quote: "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 be 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."

  Response: This entire paragraph is deflecting and is completely corporate jargon. I don't really care what you have to do to get my mower fixed -- it was defective and that's on you. Either get the part, give me a refund, or exchange for a completely new mower. The authorized service center has had this part on order for almost 3 months and has received nothing but consistent backorder dates that are pushed back 2 weeks at a time. They have called, I have called, and in fact, we have been on the phone together with Cub Cadet. Have we received any notification of any updates, new timelines, ANYTHING that could help solve this problem? Of course not.

  Quote: "Please let us know the best time of day to reach you, and we will get you in touch with the right person here at Cub Cadet to discuss this further. We apologize for the inconvenience, and appreciate your patience."

  Reponse: This is the most insulting part of the entire response. I have 3 different case numbers with Cub Cadet (#********, #********, and #******** for reference); I have spent hours upon hours on hold with their help centers to no avail on no less than five different occasions; THREE DIFFERENT TIMES I have been promised that a Supervisor would call me back because the Tier 2 Customer Support individuals could not authorize what I need to happen -- that I get a refund or a new mower at this point. For Cub Cadet to want to set up a phone call at this point is pathetic. They've had their chances.

  The brand new lawn mower that I purchased in April was defective. It never ran right once. I paid over $2,300 for this machine. It has been with an authorized service center since May 28, 2024. I have wasted dozens of hours on the phone with Cub Cadet. They have not followed through when asked to return calls. I have paid out of my pocket for a lawn service all summer. There have been no answers given as to when my mower could possibly be returned to me. I demand a refund or a brand new, and properly working, lawn mower. Nothing less is acceptable at this point.

  Sincerely,

  *** *****

  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/30/2024

  Good Afternoon ******** *****,
  
  We’re sorry to hear that you were disappointed with our previous response, and that you feel we are deflecting responsibility in this matter. We understand that equipment issues can be frustrating and we want to assist you with resolving this matter as quickly and efficiently as possible. The purpose of including additional information in regard to the warranty and backorder parts policy was not meant to insult you, it was an attempt to give you a better understanding of the contributing factor(s) that go into a part(s) being on backorder and that we do stand behind our warranty and products. Unfortunately, we are not able to replace or refund a model unless the one of our authorized service dealers determine the equipment is unrepairable due to a manufacturer defect. It looks like the part is due back into stock at the beginning of September, and the equipment will be repaired under warranty with the parts and labor covered.
  
  
  We apologize that you have had a negative experience with our customer support team up until this point. As we explained in our previous response, if you would like to discuss this further, please let us know the best time and day of the week to get in touch with you, and we will have the right person here at Cub Cadet to reach out and 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:08/05/2024

  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 product (confirmation # D0532365P1) on June 20th 2024 and I've contacted the company several times and they do not answer the phone. So I tried the chat 3 times. They have no answer and no communication besides back order. 2 months for a tire? They refused more information on my order.

  Business Response

  Date: 08/07/2024

  Good Afternoon *******************************,
  
  Were sorry to hear that you had difficulty getting in touch with our customer support team and receiving the answers you were looking for. It looks like the wheel assembly is currently on backorder until the end of August. 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. For your reference,here's some additional information about backordered parts: *********************. Once the part 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 ************************* & ******

  Customer Answer

  Date: 08/08/2024

   I am rejecting this response because:
  
  I have gotten this exact information before. This should be communicated to the customer immediately or shown on your website either before their purchase or immediately after once it's discovered that it's on backorder. You have done neither. That link has not been updated since 2017. It is a disservice and wrong to allow the consumer to think they will have their order within 2 weeks and now working on 2 months with absolutely no communication on your end. Also when i was able to get through I was told the same thing but was given a date before.

  Business Response

  Date: 08/12/2024

  Good Afternoon *******************************,
  
  As we explained in our previous response to your BBB complaint, the part is currently on backorder until the end of August. Unfortunately, we do not have an exact date as to when the part will return to stock at this time. We hope that the link we provided in our previous response provided some insight in regard to backordered parts. We are working hard to assist our customers as quickly and efficiently as possible, and your order will be fulfilled as quickly as possible. If you haven't already, we recommend visiting your local Cub Cadet service provider who might have the part you need in stock. You can find a location here: *********************. We apologize for the inconvenience, and appreciate your patience.
  
  Sincerely,
  
  MTD Products by ************************* & ******

• Initial Complaint

  Date:08/05/2024

  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.

  This Craftsman lawn mower was purchased from Lowe's. I cleaned the bottom of the mower with a garden hose (not high pressure) and paint is coming off. Bare metal is exposed. This is the first place a mower starts to rust. I contacted Lowe's (Craftsman actually) and asked about this over a month ago. I keep asking for updates and they say high call volume or delays, whatever. I have done all I have to do and I need an email response of this problem. Is this a problem with their product quality? I think they should make a monetary concession for this. I dont want to return the mower and have it do the same thing. Craftsman needs to send me an email. I don't want any phone calls.

  Business Response

  Date: 08/12/2024

  Good Afternoon *******
  ******,
  
  We’re sorry to hear that you’re having trouble with your Craftsman equipment,
  and we want to assist you with resolving this matter as quickly and efficiently
  as possible. We have sent you an email today, 8/12/2024 requesting additional
  information in regard to the issue you are experiencing, and would encourage
  you to reply at your earliest convenience. 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: 08/17/2024

  I answered the email in that i have already given them the information several times.  How many people does this take with same responses to them.  It looks like a form letter response once again?  Please advise what else i need to do.  ***** ******

  Business Response

  Date: 08/21/2024

  Good Afternoon ******* ******,
  
  Our records indicate that we sent you an email on 8/12/2024 requesting that you
  that you provide additional details in regard to the issue you are experiencing,
  as well as your factory model and serial number. You responded to the email on
  8/15/2024 advising us to refer to your BBB complaint. We sent you a follow-up
  email on 8/16/2024 requesting the factory model and serial number again, and
  have not received a response as of today 8/21/2024. We would encourage you to
  respond to our email with your factory model and serial number at your earliest
  convenience, as we will need this information to move forward with resolution. Both of these
  numbers will be 11 digits in length and will be located on the rear left side
  of the deck.  The model number will begin
  with 11 or 12.
  
  
  
  Please let us know if you have any questions or need further
  assistance.
  
  Sincerely,
  
  
  MTD Products by Stanley Black & Decker

  Customer Answer

  Date: 08/26/2024

  Going to go ahead and advise them the model and serial number again

• Initial Complaint

  Date:07/31/2024

  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 have a Cub Cadet XT2 that keeps showing code br and won't start. We have taken this to a certified repair center and nobody seems to know what the code is or how to fix it. Part of the problem in that it is intermittent. So I don't know when it will start or not. Currently it will not start. I tried using their live chat option and it is not working. I called customer service ************ and sat on hold so long that I gave up. I would like to know why Cub Cadet doesn't know how to fix a problem with their own equipment.

  Business Response

  Date: 08/06/2024

  Good Afternoon ***************************,
  
  Were sorry to hear that you had difficulty getting in touch with our customer support team and receiving the answers you were looking for. We understand that equipment issues can be frustrating and want to assist you with resolving this matter as quickly and efficiently as possible. The ** code is related to the brake switch. It is possible that the pedal is not making full contact, the hardware may be loose, or the switch itself could be damaged. We have documented this under case # ********, and would encourage you to have the authorized service dealer contact us directly with the case number and one of our experienced service technicians can assist with troubleshooting and correcting the issue.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by ************************* & ******
  
  

  Customer Answer

  Date: 08/07/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:07/31/2024

  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.

  We purchase Craftsman **** ***** **** ** Gas Riding Lawn mower last November 2023.
  for this year service. We never used it because when mowing time came around would not crank.
  I understand it still under warranty. ***** pick it up on June 15th and still in shop. I would like a more reliable lawn mower. Due to the condition of ******, my husband leg we need a riding lawn mower.

  Business Response

  Date: 08/02/2024

  Good Afternoon ******
  ********,
  
  We're sorry to hear that you haven't been satisfied with your Craftsman riding
  mower. 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. 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. Unfortunately, we are not able to replace or refund
  your equipment unless it is deemed unrepairable due to a manufacturer defect. 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: 08/13/2024

  [[BBB transcription via phone]]

   

  The consumer has stated this is the second lawn mower and she has been having the same issues. She does not want it repaired. She would like her money returned in order to get a new type lawn mower. The first one wouldn't start and they replaced it. The second one is the same. She wants a different type. Please communicate how to go about getting a refund. The lawn mower has caused many problems. 
  

  
  

  Business Response

  Date: 08/13/2024

  Good Afternoon ******
  ********,
  
  We understand that equipment issues can be frustrating, and we want assist you
  with resolving this matter as quickly and efficiently as possible. Unfortunately,
  we are not able to replace or reimburse you for the equipment unless one of our
  authorized service dealers determine that the equipment is unrepairable due to
  a manufacturer defect. If you have any questions regarding your warranty
  coverage, 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 customer support advocates.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker
  
  
  

• Initial Complaint

  Date:07/31/2024

  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 a riding lawn mower from Craftsman and after using the mower, about 3 months, the mower broke down. We contacted the authorized dealer and had the mower repaired. We were charged $199.15 and although the mower was under the 3-year warranty, this type of repair was not covered on that warranty. Let me explain exactly the situation. The repair was replacing the blade on the mower after the belt came off for no reason. The authorized repair dealer said that the blade was bent because we hit a root, rock or obstacle which we did not. The fact that the belt came off for no reason has to be a faulty belt and/or faulty design or inferior part and not the fault of the user. We spent hours with customer service, bounced around from one rep/place to another, various emails stating the facts that we did not hit any obstacles on the lawn such as tree roots, rocks or branches as we walk the yard before we mow. The lawn is level and flat, with no hills. The bullying tactics that Craftsman/MTD Parts use to avoid paying for inferior products they produce is unethical and illegal. They should stand by their products and have the decency to admit when it is their fault and responsibility. Please see attached supporting document for details. We also have records of all our calls, emails, hours on hold to customer service who were very incompetent and borderline rude. These phone conversations are a ll recorded and can be retrieved. We urge the BBB to hold Craftsman/MTD Parts accountable and protect the consumer from such unprofessional practices.

  Business Response

  Date: 08/05/2024

  Good
  Afternoon **** ********,
  
  We're sorry to hear that you haven't been satisfied with your Craftsman riding
  mower. 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 upon evaluation, the dealer indicated the cause of failure was due to operator
  error and not a manufacturer defect. Belts and blades are wear items and are
  only covered for the first 30 days unless the failure was caused by a
  manufacturer defect, and this information is detailed on the warranty declaration
  page. 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. We
  apologize for any confusion in regard to the warranty coverage.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker
  
  

  Customer Answer

  Date: 08/06/2024

   I am rejecting this response because: You are dodging the issue. As we stated in our initial complaint, we used the mower for 3 months and we were extremely careful with the mower. We did not hit tree roots, stones or debris or ride on an uneven surface. The fact that the mower belt came off for no reason and consequently bent the blade is not due to owner error. Only explanation is manufacturers defect. Also, your own authorized repair dealer stated that Craftsman makes lousy and problematic mowers, and Craftsman does not stand by their product and suggested to me to buy another brand mower. He said that Craftsman's warranty does not provide for this type of coverage, regardless. You might be interested to know that we owned a Craftsman mower for 16 years and we replaced the blade once after many years of use. There is clearly something wrong with the mower to have had this happen after 3 months, obviously you don't take responsibility for your products and you don't stand behind them. Just to let you know that we had an authorized dealer in our area that closed 2 years ago, you never opened another authorized dealer (*********** ** *****) so we only had one authorized dealer to go to which is over 25 miles away and we have to pay for the round trip towing of the mower which is expensive. What we want is to be reimbursed for the $199.00 we paid, it is a matter of principle. Craftsman should be ashamed of their customer service, putting customers on hold for hours as well as emails, with no response or resolution. We urge the BBB to hold Craftsman accountable and protect consumers from such unethical practices. 
  
  
  
  

  Business Response

  Date: 08/08/2024

  Good Morning **** ********,
  
  As we explained in our previous response 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. The authorized service dealer that
  evaluated your equipment J.E. Andrew & Sons Farm & Lawn determined the cause
  of failure upon inspection was not due to a manufacturer defect, but in fact
  operator error. The dealer determined the bent blade was caused by impact
  damage(i.e. tree branch, tree root, or other foreign debris), and the belt
  coming off of the spindle did not cause the blade to bend. Unfortunately, this
  does not fall under a manufacturer defect, and that is why the repair was not
  covered under the warranty. As always, 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 or need clarification in
  regard to warranty coverage, we would encourage you to refer to your warranty
  declaration page.  
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker
  
  

  Customer Answer

  Date: 08/12/2024

   I am rejecting this response because: As I stated again and again, the mower I was riding did not hit any tree roots, rocks, branches or other obstacles. Therefore, the reason the blade was bent is due to faulty design, bad parts in the mower or bad blades. It is quite evident that you do not take responsibility or stand behind your product and you do not want to pay for the repair. I think 3 months of using a mower is quite unacceptable to experience such a breakdown. In closing, I want to be refunded for the $199.00 I had to pay to get my mower repaired. Also, we briefed the Federal Trade Commission on this situation. Consumers should not be exposed to such greed and deception. 
  
  
  
  

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a lawn mower at Lowe’s in August 2023. Recently, the lawn mower caught on fire. I bought a 2 year warranty but since it was still within a year of the purchase, there was still a manufacturer warranty in place. I’ve called this company, I’ve given them every bit of information that they’ve asked for but nothing is being done. They leave you on hold for 30 minutes and hang up. They have you on hold for 20 minutes, come to the phone and tell you they sent you to the wrong department, put you on hold for 20 minutes, then hang up. I called 3 days in a row and spoke to the same person each time that acted as if he had never heard of my problem before. It’s become a wild goose chase where all I want is to get my money back.

  Business Response

  Date: 07/30/2024

  Good Afternoon ******* *******,
  
  We’re sorry to hear that you that you had a negative experience with our
  customer support team. We are working hard to assist our customers as quickly
  and efficiently as possible during our peak season with limited staff at the
  moment. Our records indicate that your reimbursement check in the amount of
  $269.00 has been issued and will be mailed out on 7/31/2024. Please allow 7-10
  business days to receive the check via USPS. 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: 07/31/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:07/24/2024

  Type:Delivery 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.

  Ordered products online thru what shows to be TroyBilt company, not SBD(Outdoor) / MTD Products Shelby Operations. No where on website does it show the other name. My invoice does that came with delivery does not have TroyBilt on it at all but has the other name. However I received the parts and they were not the parts I ordered. The package was damaged outside and I contacted them the day I received the parts. I ordered on 6/25/2024, received them on 7/1/2024. Contacted them on 7/1/2024. No live persons on phones after 30 minutes. I then went online to chat. Waited 15 minutes for Chat. First rep refused to give me an authorization number for return due to wrong part being sent. Then he gave me an address without the authorization number to mail the parts back. I mailed the parts back, proof of delivery. They received them on 7/8/2024. No contact from co. Contacted them again on 7/16/2024. Was given a confirmation number they received all of the items. Was told I would receive a refund and an email. Nothing from company. Filed dispute with credit card co and waiting for response. I have pictures of the items I ordered on my invoice and pictures of what I received which show to be not the same product. I did not use or open the boxes of the other items for fear they were also wrong and they are not TroyBilt products as shown. The invoice nor website said OEM parts. The price on the invoice of what I ordered and what I actually received was different. I want my full $91.59 & refund $18.50 for having to ship the parts back via USPS. This company sent the wrong parts and refused to pay the return fees and admit they shipped the wrong part.
  After Chat with the first rep I was sure to return everything to them exactly as they came expect I took the time to bubble wrap and protect them. Since I have confirmation not only from USPS and their rep, I should have been refunded by now.

  Business Response

  Date: 07/26/2024

  Good Afternoon ***** *******,
  
  We’re sorry to hear that you had a negative experience with our customer
  support team, and that you didn’t receive the answers you were looking for. Our
  records indicate that you were credited in full today 7/26/2024 in the amount
  of $91.59, and email confirmation was sent to the email address listed within
  your BBB complaint. Please allow 1-3 business days for the for the credit to
  apply back to your card and 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: 07/26/2024

   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 received an email from TroyBilt and they did say they are refunding my money in full as of today 7/26/2024 and it should be in my account within 3 business days. I accept their response and thank you for the assistance. 

  ***** *******

• Initial Complaint

  Date:07/23/2024

  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.

  The gas hedge trimmer was bought online on July 7, 2022, for $234.95, through Lowe's.It was delivered to our house via FedEx.When it quit while cutting the hedge on July 1, 2024,and the cord wouldn't pull,took it to Lowe's.Told me to contact Craftsman (MTD now).After calling them ************,given a case #********,put on hold for 1 hour,20 min.We called again.We were wondering about the 2-year warranty on the machine.They gave us the run-around,stating "wrong department" every time,"handled by a specialized team"with different name/number,etc.etc.etc.They don't respond to our calls or emails.We told them we would like to get it repaired under warranty and they gave us two places that haven't done warranty work in YEARS.After several phone calls and emails,we know they are not going to help us.MTD's number ************.We use the hedge trimmers once a year to do our hedge.For the July 4th weekend,our half-done hedge was quite the conversation,and we explained how we have tried to get it resolved and they just ignor us.They do not give you updated information on where to get it fixed, they will not honor the warranty.So, in other words, no help at all.We were exhausted to find a way to contact,"the right department", "the other department", "specialized team", etc. is just putting us off until we give up.That is why we are contacting you. Thank you for your time.

  Business Response

  Date: 07/29/2024

  Good Afternoon **** *****,
  
  We’re sorry to hear that you did not receive the answers you were looking for
  from our customer support team. Your equipment 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. We have confirmed
  that R V Lawn and Sport INC **** ***** *** ***** ** ***** work on Craftsman
  equipment under warranty, and would encourage you to give them a call and
  schedule an appointment at your earliest convenience. 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: 07/30/2024

  We bought the Craftsman trimmer on July 7, 2022. It stopped working on July 1, 2024.  We took it to Lowe's where we ordered and paid for it (online) from. They said we have to go through Craftsman for the 2-yr warranty.  The many people we spoke to on the phone, kept stating "wrong department".... We started our calls to Craftsman and got a case #******** .... it more or less ended with that.  Endless emails and always with different people stating "wrong department" as well as two places they told us to take the trimmer to ---- That haven't done warranty work in YEARS...That is the history of our unfinished hedge.             We heard back from the BBB (and the company) with a new name of a repair place in Rome NY.  I called there to find out if they are still open, or if they still do warranty work.  I gave her the details of what we have gone through.  She said the warranty is expired if we bought the machine on July 7, 2022, but they can take a look at it.  Even though I told her that when it broke it was close to the warranty date of expiration, but the company gave us the "run-around" and yes, it expired.  We actually started the process on July 1, 2024, but I guess that doesn't count?  We will be dropping the machine off in Rome NY when we can get there.  With a sick parent etc. etc. etc. we will try to get it there this week.  

   

  Business Response

  Date: 08/02/2024

  Good Afternoon **** *****,
  
  We understand that you were still within your warranty period at the time your
  equipment failed, and due to you having trouble locating an authorized service
  dealer to work on the equipment prevented you from having it evaluated under
  the warranty in time. We have determined that the best course of action at this
  time is to send you a replacement trimmer at no charge. Your no charge order
  was placed today 8/2/2024, and you will receive it within the next 7-10
  business days. Your no charge order number is ************, and email
  notification was sent to the email address listed within your BBB complaint. 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: 08/05/2024

  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. AND.... I can't believe this is actually happening!!! With all of the run-around I got from calling them prior, and it was just getting totally ridiculous!!! THANK YOU SO MUCH for all your help!!! They said they placed the order on 8/2/24 for the replacement, and to wait 7-10 days for the arrival.  I just hope it isn't another game they are playing---waiting for the 7 days and putting us off again.  (If this happens and they put us off, I will let you know...if that is okay.)  Thanks again for all of your help in this matter.  Myself, my wife, and our hedge will be very, very happy!!! You guys are great!!!

• Initial Complaint

  Date:07/22/2024

  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 3 parts, only received two with no information available for the third part order #** *******. Finally the part arrived after I had to go and purchase through a dealer. When trying to get a return authorization I called the number on the packing slip and was transferred to customer service. Tried for 3 days to contact them waiting on hold for hours. Once my call was picked up and I was promptly hung up on. Horrible customer service with no way to contact them. Chat doesn’t work.

  Business Response

  Date: 07/24/2024

  Good Afternoon *** *****,
  
  We’re sorry to hear that you had a difficult time getting in touch with our
  customer support team back in May. At the time we were in the middle of our
  busy season, and working hard to assist our customers as quickly and efficiently
  as possible with limited staff. Our records indicate that you received your
  fuel filter and spark plug on 5/17/2024 and that you received your rear cover
  on 5/19/2024. If you still need assistance with setting up a credit and return,
  we would encourage you to give us a call at **************, and one of our
  customer support advocates will be able to assist you further. As of today
  7/24/2024, at 1:55 PM EST, our current average hold time is 18 minutes. 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