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

  PO Box 2120 Tupelo, MS 38803

• 

  MTD Products

  5484 Highway 145 South Verona, MS 38879

• 

  MTD Products

  PO Box 2120 Tupelo, MS 38803

• 

  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:04/24/2025

  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.

  On April 19, 2025, I placed an order through your website (**********************) for a 12-Volt Absorbent Glass Mat (AGM) Battery – 135 CCA (Item#: *********). I paid for rush delivery, bringing the total to $133.58. However, upon receiving the shipment, I discovered that I had been sent the wrong battery.I immediately contacted your customer service department. During my first call, the representative disconnected the call when I asked to speak with a manager. On my second attempt, I spoke with a more courteous representative who nonetheless reiterated policy does not allow returns or refunds on batteries—regardless of whether the error originated from your end.Let me be very clear:I did not order the wrong battery. I know exactly what I selected and paid for. What I received is not what I ordered. This is not a case of buyer error, but a fulfillment error on Troy-Bilt’s part.To deny a refund and expect the customer to absorb the cost of a mistake they did not make is not only unacceptable, but ethically questionable. The current stance is effectively asking me to pay for a product I did not request—which constitutes a form of theft.I respectfully request the following:1.Immediate issuance of a return label at no cost to me.2.A full refund of $133.583.Written confirmation that this matter is being resolved in good faith.

  Business Response

  Date: 04/24/2025

  Good afternoon **** *********,
  
  We’re sorry to hear that you didn’t initially receive the answers you were looking for from our customer support team. Our records indicate that you spoke with one of our support advocates yesterday 4/23/2025 via Live Chat, and that a credit for the amount of $133.58 was submitted to our admin department. Your credit is currently being processed, and you will receive email confirmation of the credit in full once it has fully processed. Once the credit has been processed, please allow an additional 1-3 business days for the credit to reflect upon your financial institution. If you need immediate assistance, we would encourage you to give us a call at ************** and reference your case # ******** once you are connected with a member of our customer support team.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer Answer

  Date: 04/29/2025

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

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently ordered new blades and a bagger for my riding mowers. Upon removal of old blades I noticed the blades were turned offset to each other, blade on left side of deck turned front to rear and blade on right side of deck turned left to right. When installing new blades I turned them so that they were in line with each other since they do not touch. I was using my owners manual giving step by step instructions on installation. However it doesn't specify in manual if it matters whether or not blades should be installed offset or in line with each. So, I called Cub Cadet in order to speak with a technician in their service department. I spoke with a lady on the phone by the name Chobeak, so I was told that was her name. She asked for model number, so I gave her model number. Then she asked for serial number and I refused to give her serial number. I told her I don't have serial number available and it shouldn't be necessary to have serial number in order to answer my question. She then replied I can't help you without serial number. I asked to be transferred to a technician or someone who could help me and she said she couldn't do that either without serial number. She did give me a number locally to call and it was to Big R store. The gentleman there that I spoke with said the only thing that they install prior to selling their mowers is the seat. There should be no reason why I can't get a hold of a technician from the service department at Cub Cadet without having to give my serial number. The model number that I gave them should be more than suffice for looking up proper installation of the blades. I'm not interested in them trying to sell me warranties or track that such and such person had this specific mower and done such to it, in the event that I sold it to someone else later on. So if you could please help me get in contact with someone other than a employee who just answers the phones for Cub Cadet. Thank you.

  Business Response

  Date: 04/30/2025

  Good afternoon ***** ******,
  
  We’re sorry to hear that you did not receive the answers you were looking for from our customer support team. Our goal is to collect and document as much information as possible to ensure we can assist you to the best of our abilities and provide the best customer experience possible. This also helps with any assistance you may need in the future.
  
  When installing the blades, you will want to ensure that they are perpendicular with each other so they do not touch. Please be sure to install the blade with the wing tip in the upright position so it will lock in place with the blade bell. If you need additional assistance, we would encourage you to check out our Cub Cadet YouTube channel for how to videos. You can also give us a call at ************** and reference your case # ******** once you are connected with one of our support advocates. Or, 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.
  
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer Answer

  Date: 05/05/2025

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

• Initial Complaint

  Date:04/22/2025

  Type:Delivery 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 part from their website and paid for it to be delivered, the part was lost in shipping when ups marked it as delivered and took a picture of other items that were being delivered that day. This usually isn’t a problem ups tells me to contact the sender to resolve this. Cub cadet then wants me to provide information on my equipment that I ordered parts for which is not available for me to get when I have the order number and invoice number and they are able to verify the delivery was not made in order to send a new order, to get back at me they put me in hold for 30 minutes when it normally is a simple procedure to resend the order I have made previously and not received. When asked to get a supervisor the response is they will not accommodate. When on a lunch break this inconsideration should not exist. I pay for an item, not receive the item resend it!!

  Business Response

  Date: 04/24/2025

  Good afternoon ***** ******,
  
  We’re sorry to hear that you didn’t receive the answers you were looking for from our customer support team. We want to assist you with resolving this matter as quickly and efficiently as possible. Please respond to this complaint with your factory model and serial number, and we will be happy to send a replacement fuel tank out to you to replace the missing item.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  Date:04/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered parts for my Troy bilt lawn mower which were shipped on March 24, 2025. To date I have never received my merchandise due to the shipping dept put the incorrect address on the package.I contacted Troy bilt on April 04, 2025 concerning this matter. They told me they could do nothing until after 2 weeks had passed. I was told after the 2 weeks had passed, I could either request a refund or a replacement. So I called them back again on April 07, 2025 and am told a whole different story by customer service. They told me there is nothing that they can do concerning this matter that I need to talk to USPS and file a missing package claim. The order was sent back to Troy bilt by USPS. The tracking number is:**************************.The package arrived in Jacksonville Fl, was sent to Miami FL, from there it went to Opa Laka FL, back to Jacksonville Fl. It was then sent to Cincinnati OH, from there to Columbus OH,as of April 07, 2025.Like I already stated Troy bilt refuses to either issue a refund or send out a replacement order. All I have had is a bunch of lame excuses from the customer service dept agents concerning this matter. One tells you one thing, then when you call back, a different agent tells you something totally different. I did notify them that this complaint is being filed with the BBB..

  Business Response

  Date: 04/11/2025

  Good morning ******* *********,
  
  We’re sorry to hear that you did not receive the answers you were looking for from our customer support team, and we want to assist you with resolving this matter as quickly and efficiently as possible. Our records indicate that your order is currently lost in transit. We would be more than happy to resend the part(s) out to you with expedited shipping. Please let us know how you would like to proceed by responding to this message with your factory model and serial number, or give us a call at ************** and reference your case # ******** once you are connected with a member of our customer support team. 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: 04/18/2025

   I am rejecting this response because:
  I have purchased said parts from another dealer online. I want a refund issued for the cost of the parts, any sales tax paid, and the shipping fee.

  I will not accept any other resolution concerning this matter. As I have had issues with you before concerning parts I ordered from your company, either arriving a month or more after expected delivery or the wrong part sent.

  
  
  

  Business Response

  Date: 04/23/2025

  Good afternoon ******* *********,
  
  Our records indicate that your order was delivered on 4/14/2025, and was left in your mailbox. If you would like to receive credit for the order, you will need to give us a call at ************** and reference your case # ******** once you are connected with one of customer support advocates. They will be able to assist you setting up a credit and return.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer Answer

  Date: 04/28/2025

   I am rejecting this response because:
  Even though USPS may show the item was delivered, I did not receive my merchandise. I want a refund for both the shipping cost and purchase price either refunded back to my original payment method or sent via a cheque made payable to ******* *********.

  As this is not the first time that I have had an issue with MTD Products not being delivered due to them sending my order to the wrong address or sending the wrong item. 

  I did not receive my order, I have since placed the order with another company that sells the same parts and have received the order. But as for MTD, they are not willing to admit the shipping dept fouled up and sent my order to the wrong address.

  
  

• Initial Complaint

  Date:04/08/2025

  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 cub cadet riding mower less than 2 years ago with a three year factory Warrenty. My battery went dead and will not start the mower. I have only used the mii in wer for 28 hours and have kept the battery on a trickel charger when not running the mower. Cub cadet is aware of this problem of using inefficient batteries I’ve been told by several Cub cadet dealers they started using lithium batteries in place of the acid batteries since covid hit. Now they will not stand behind there product and are telling me that I must spend 100 dollars for a new battery in a mower that isn’t even 2 years old with a 3 year Warrenty

  Business Response

  Date: 04/09/2025

  Good afternoon *** *****,
  
  Were sorry to hear that you didn’t receive 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. The battery comes equipped with a separate 1-year prorated limited warranty which is now out of that warranty period. If you have any questions regarding your warranty coverage, we would encourage you to refer to warranty declaration page, or give us a call at ************** and reference your case # ******** once you are connected with one of our customer support advocates. 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

  Customer Answer

  Date: 04/10/2025

   I am rejecting this response because:
  This has been a known problem with the batteries used by Cub cadet. I have spoken to several Cub cadet authorized service centers and dealers and all mentioned that after Covid hit Cub cadet began using these inferior lithium batteries because the better batteries were harder to get and cost more. I and the service centers I spoke with find it unusual that they offer a three year warranty on the tractor but not on the battery. Could this be because they are aware these batteries fail over a very short period of time and need replaced. I would like an exchange or reimbursement for the battery I now am going to have to replace. 
  
  

  Business Response

  Date: 04/11/2025

  Good afternoon *** *****,
  
  We understand that equipment issues can be frustrating, and put our products through hours of extreme testing to make sure you can get your yardwork done the first time, every time. As we explained in our previous response, your battery comes with a limited pro-rated 1 year warranty, which is detailed in your warranty declaration page. We do stand behind our products and warranties. If you have any concerns or would like to discuss this further, we would encourage you to give us a call and reference your case number as we previously advised.  
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  Date:03/28/2025

  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 Craftsman Select 26-in Two-stage Self-propelled Gas Snow Blower for $1,263.94 of January 13, 2024 from Lowe’s in *** ******, MI. In January 2025 I tried to start the snowblower and it would not start. I went through the owners manual and did all the steps that were in there for trouble shooting a non start condition. None of them worked. I removed the gas and put new gas in, checked the spark plug and there was spark, the engine would not turn over. I only used it two times in 2024 and it still has all the original purchase tags on the machine. I went to their corporate Craftsman website and sent email to their Customer Support center on February 9th, 2025 asking for assistance because the snow blower would not start. They responded the same day and confirmed that they received my ask for help and said that someone would contact me. I was never contacted. I sent follow up emails on February 23rd and March 11th, receiving a confirmation from them and telling me I would be contacted, I was never contacted. I would like your assistance in getting a full refund for this defective product because I have tried to get help and received none from this company. Thank you, ***** **** ****** ************ ****** ********************* ******** ***** ********* ***** ***** ***** ** ***** 

  Business Response

  Date: 04/01/2025

  Good afternoon ***** ****,
  
  We’re sorry to hear that you haven’t been satisfied with your Craftsman snow thrower. Our records indicate that your emails were sent to an unmonitored queue which is why you have not received a response from us. We apologize for the inconvenience. Your equipment came equipped with a minimum 2-year manufacturing warranty, and we do stand behind our products and our warranties. We recommend scheduling an appointment with one of our authorized Craftsman service dealers. 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 have any questions regarding your warranty we would encourage to refer to your warranty declaration page, or give us a call at ************** and reference your 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 Stanley Black & Decker

• Initial Complaint

  Date:03/26/2025

  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.

  *** had a mower produced by cub cadet which is owned by MTD products. The battery has now died twice in the last two years and owned it for three. The first time it was said to be because the manufacturer put a bolt through the battery which was a fire and health risk. Now i have to pay again to have this mower fixed again.

  Business Response

  Date: 04/01/2025

  Good afternoon **** ******,
  
  We're sorry to hear you haven't been satisfied with your Cub Cadet equipment. We do take our customers' opinions very seriously and the feedback we receive helps us build better products. This case has been documented internally, and if you would like to discuss this problem further, give us a call at *************** and mention your case # ********.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by ******* ***** & ******
  

• Initial Complaint

  Date:02/27/2025

  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 had recently ordered online a lawnmower from Home Depot but when it arrived the box was barely holding together and come to find out they had sent us a returned product so I returned that item and shopped at our local Lowe's store for a new mower (October 9, 2024). I thought if I bought it at the store I wouldn't get burned with a returned item. Wrong, after I made my Craftsman purchase at Lowe's I got home and opened up the box to find that we had been duped again. The oil bottle was completely empty, discharge chute deflector does not hold tight against the mower frame to keep debris from shooting at me while mowing, and the box did not have the discharge chute. I first contacted Lowe's on October 9, 2024, the same day I purchased the mower). They replied on October 15, 2024 telling me to contact Craftsman to obtain the missing part. I emailed Craftsman who told me to contact c*******************************. I emailed them a couple of times with NO response soo I contacted Craftsman support again. They said they would escalate my request directly to ensure it receives the attention it deserves. Then I didn't hear from them again so I sent a follow up on October 31, 2024 with a reply to contact c******************************* again. Again, I explained that I had already contact c******************************* with no reply. Again, Craftsman rep said they would escalate my request and then I wouldn't hear from them again. This has gone on for months with the same reply from Craftsman and no follow through. We have to mow our lawn and I cannot use the Craftsman mower the way it is. I have made several attempts with Craftsman with no results which leaves me no choice but to ask for a full refund since I have to buy a new lawn mower this weekend so I can get my grass cut.

  Business Response

  Date: 03/06/2025

  Good afternoon ***** ******
  
  We’re sorry to hear that you did not receive the answers you were looking for from our customer support team. Our records indicate that the email correspondence was sent to an automated unmonitored queue, which is why you did not receive a follow-up to your inquires. We apologize for the inconvenience. We want to assist you with resolving this matter as quickly and efficiently as possible. We would encourage you to give us a call at ************** at your earliest convenience and reference your updated case # ******** once you are connected with one of our customer support advocates.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  Date:02/22/2025

  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.

  On August 13, 2023 I purchased a XT1 Enduro LT 46 in. 23 HP V-Twin Kohler 7000 Series Engine Hydrostatic Drive Gas Riding Lawn Tractor from Home Depot which was delivered to my home a week later. I used it 3 times during the winter of 2023/24. Before I left my home in April 2024 for the summer with 4 hours on unit. When I returned home in November, I removed the mower from storage and checked the oil, charged battery and cut my lawn around my house with no issues. In January 2025 with approximately 6 hours on the mower I began a day long project of dragging branches and logs left from the summer storms to a debris pile on edge of my property and ground clearing of the areas that the debris came from. After approximately 5 hours of continuous use dragging logs and then the mowing the cleared land the mower stopped. At this point I found that the oil drain petcock had come out with all the oil and the Engine seized. I paid your local authorized repair facility, The Yard Stop **** ** *** *** ****** ** *****, $150 to pickup and return my mower for service. After 3 weeks I was notified that my claim was denied and that it would cost over $4,000 to repair my $2,298 mower, claim number ********. I found the missing oil drain petcock on my property, a NPT threaded fitting with no locktite or sealant on the treads. I am appalled that your company will not stand behind a mower that has been run only 11 hours. To quote the representative in your warranty department the drain cock was on their when they sold it so the fact that it was not properly installed and fell out was my problem.

  Business Response

  Date: 02/28/2025

  Good afternoon ****** *******,
  
  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 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. Your engine comes with a separate minimum 2-year manufacturer’s warranty and any engine related issues would go through the engine manufacturer directly, and would encourage you to contact Kohler directly for any questions or concerns you may have in regard to the engine failure. If you disagree with the assessment of the authorized service dealer, you always have the option to get a second opinion from another authorized service dealer. If you have any questions regarding 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

• Initial Complaint

  Date:02/17/2025

  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.

  Weed eater 4cycle and 2 cycle Under warranty Took equipment to local repair shop, deemed irreparable **************** instructed to take equipment to authorized service 67 miles from my home: same conclusion and $100 service fee Company will not replace or refund Multiple request Even willing to accept refurbished units

  Business Response

  Date: 02/25/2025

  Good afternoon **** *****,
  
  Were sorry to hear that you havent 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. Can you please respond to this complaint with your factory model and serial number(s), proof of purchase, and any documentation acquired from the authorized service dealer? This information will assist us with looking into this further and finding resolution. We apologize for any inconvenience and appreciate your patience.
  
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by ******* ***** & ******