Business Profile

Lawn Mowers

MTD Products, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

348 total complaints in the last 3 years.
166 complaints closed in the last 12 months.

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

Initial Complaint
Date: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:04/22/2025
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 ******* ***** & ******
Initial Complaint
Date:02/16/2025
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.
Snowblower model; *********** I believe that there is mass defects with this engine. Will not idle. The engine surges. Customer service representatives tell me to run it on half choke. It will not run on half choke even. Has done it since the day I bought it. This has a faulty engine. I would like to exchange this to a similar snow blower I do not remember exact ammount i paid for this, I believe it was somewhere around $2000. I would need to look up the reciept.
Business Response
Date: 02/18/2025
Good afternoon ***** *******,

We’re sorry to hear that you haven’t received the answers you were looking for from our customer support team. We understand that equipment issues can be frustrating, and we want to assist you with resolving this matter as quickly and efficiently as possible. Our records indicate that you spoke with one of our technical support supervisors ***** on 2/17/2025, and after hearing your description of the issue, it was recommended to replace the carburetor and he offered a 10% discount if you decided to order the part from us directly. It was also determined that you previously ordered a replacement carburetor from Amazon that did not fit or was not compatible with your snow thrower. If you disagree with *****s recommendation to replace the carburetor, we would encourage you to have the equipment evaluated by one of authorized service dealers, or give us a call at ************** and reference your case # ******** once you are connected with a member of our customer support team for additional troubleshooting.

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

Sincerely,

MTD Products by Stanley Black & Decker

Customer Answer
Date: 02/18/2025
I am rejecting this response because:
the resolution I am seeking is a refund or replacement. not a repair. Your company already repaired the machine and it didn't fix the problem. it needs to be replaced.
I already brought the machine to be serviced regarding this issue a few months after i bought it and the service technician told me that it is no good and that these models will surge and then turn off. it is unreasonable for me to take this to your place for a second time (when it is now out of warranty ). this should have been replaced back then a few months after i bought it. But I guess I did not realize how severe the issue is. I spent around $2000 on this snow blower, and now your company is playing me to get the service date to inspect this out of warranty period. I know that if I bring it in to get inspected, that will cause the warranty claim to be outside of the original date.
I will also add this information though. I am being 100% cooperative with your response that I received today and I have contacted the service center ** ******* *********. and they told me that my best solution would be to bring it to ******* to be worked on since that is closer. and that they may be able to submit a special authorization for a warranty repair outside of warranty coverage date period time.

(it is unreasonable for me to bring the machine a second time after we already know this is a defective machine with widespread defect against however many customers it was sold to.) and determined that the first time that was well within warranty many years ago.

however, I did consider what you said in your response to my complaint. And I understand that i have a responsibility to cooperate with cub cadet business as well in this matter, (just as they should be cooperating with me).
so despite this already being the second time they are looking at this. I did call the service center to inquire about getting this inspected at their place with a new carburetor to attempt to remedy the issue.

I called the warranty phone number and spoke with ****** who advised me to take these further steps. today he called me back. I explained that I have not called the service center yet to inquire about this repair work. so after my phone call with ******, then i decided that it is probably a good idea to call the service center to get a special warranty authorization and replace or repair the unit.

I spoke with **** at the ******* L&M Fleet service center. I explained that I cannot haul this with the condition my truck is in. She said it would make more sense to bring it to the ******* L&MFleet supply to have then inspect it there.

**** says they cannot do the special warranty authorization without inspecting the unit at the service center first to diagnose it.
he said to submit a warranty claim to repair or replace this, I would first need to call a Cub Cadet Service Center.

and that the only people who are authorized to submit the warranty is the store.

It cannot be done with cub cadet on the phone, and It is impossible for me to do it on the website.

so ****** recommended that i call the local service center (either ******* L&M fleet or ******* L&M Fleet).

So that is what I have done, they told me that they need to inspect the snowblower before submitting a warranty authorization for payment to your company.

and then at that point L&M Fleet will be paid by Cub Cadet to replace the carburetor.

So the only problem that I have with that is that I am not able to bring it to a service center right now because my pickup truck is frozen with a truck camper on it. So with it being so cold and snowy, I cannot take that off of the truck without risking damage to the truck camper.

I explained this to L&M Fleet and they told me that they can pick the snowblower up, and then drop it off in my driveway, but the nearest store is in ******* and it would be a service charge of $3 per mile.

and that ******* wisconsin L&M Fleet is 26.6 miles away from my driveway.

so then round trip would be 53.2 miles.

that makes the total cost of transporting the snowblower to and from the service center an estimated total of 159.6 (I have not checked with ******* L&M fleet to see if they are able to pick it up. I am just doing the math that **** from L&M Fleet told me is $3 per mile)

so I am guessing that it will cost at least $159.6 to transport the snowblower to and from the service center.

today I spoke with Susan. she said that it is not possible for the warranty to cover transportation of the snowblower to and from the service center.

I suggested that the only other option would be to wait until spring when it is warm enough for me to take the truck camper off of the truck.

***** said that a technician would have to authorize any special repairs that would be done

case number list.
******** ******** ******** ******** - chat bot transcript
******** - chat bot transcript

cub cadet warranty is only expired by 4 months (november 2024)

***** transfer

------------------------------------------------------------------------------

offers 10% discount, that is it. cannot
name: ****

only able to advise what the manufacture warranty is.

**** said his hands are tied
within by Wednesday 2/19/2025 or 2/20/2025, a supervisor will call me.
he submitted a supervisor callback ticket/tracker. and a supervisor will be calling me.

I explained. this is out of warranty by only 4 months, and this is a widespread defect. I brought it it a service center already, and the technician at the service center told me that these things are messed up and i am stuck with a broken snowblower.

-----------------------------------------------------------------------------

if cub cadet is willing to pay to have the thing transported to and from the service center, that would be good. But I already brought it to a service center. So there is no reason to bring it there again.

--------------------------------------------------------------------------

this was broken within warranty, a technician inspected it already, and it should have been repaired or replaced.

I paid around $2000 for this snowblower, and I am kind of expecting the company to honor their warranty, especially originally considering I already brought it in when it was within the warranty period.

Customer Answer
Date: 02/19/2025
********

I recieved email today from cub cadet and I attached it to this BBB complaint
"

Response from **** * · CS:
Hello, ********. We’re very sorry to hear that you’ve had trouble with your equipment. We spend countless hours testing to ensure we deliver you a reliable product, so we appreciate you letting us know about this problem. We have documented this issue. If you’d like to discuss this with us further, please give us a call at ************** and mention your case number of ******** so we can better assist you.
"

I called cub cadet today at 11:47 AM becuase **** told me to call the number and give them case number and try tog resolve it.

I was transferred to ***** supervisor again. ***** told me that i am harassing the company. He banned me from contacting them. He said that if I contact the company at all he will void my warranty, he will completely refuse ti resolve the problem, he will block my phone number from calling, the company will not pay me anything.
So at this point even if i want to bring this to a service center, ***** will refuse to do any resolution.

I cannot even schedule appointments at service center without calling the company. And that if I call they will void my warranty and reuse to resolve the issue.

I do not know what to do becuase they are telling me I can't contact them anymore, even though they told me to contact them.

***** said that i can't contact them becuase I called today. He told me that i am not being disrespectful or anything. But I am not allowed to call.

I do not know how to resolve this with bringing it to service center now that I am banned from communication with the conpany.

He is accusing me of harassment and if someone says that, it's really important to leave them alone becuase harassing people is really bad

By the way I did not yell or use any swear words. I have a lot of respect for ***** and a lot of respect for the time he has spent with me on the phone and I have told him that in the first contact I had with him.

I did not harass the company in any way. But since I am accused of this i really can't communicate with their place unless it's through the better buisness bearu.

I don't understand. I thought that people were telling me that ***** is the only person who can authorize resolution. and that he is only offering at 10% discount. And also banning me from trying to resolve the issue.
Customer Answer
Date: 02/19/2025
I do not know what to do at this point becuase ***** banned me from contacting the company.
Business Response
Date: 02/21/2025
Good afternoon ***** *******,

We apologize for any confusion in regard to our previous response, and that you still haven’t received the answers you were looking for from our customer support team. Our records indicate that you were informed by *****, ******, and ***** that based on your date of purchase, you are currently at least 4 months outside of your manufacturers warranty, and that is why this repair will not be eligible for warranty repair. If you have any questions regarding your warranty coverage, we would encourage you to refer to your warranty declaration page. Based on the description of the issue that you are experiencing, it was determined that it seems to be a carburetor intake issue, and you were advised on multiple occasions that replacing the carburetor should be the next step. If you are not comfortable replacing the carburetor yourself, your other option would be to take the equipment to an authorized service dealer for inspection. We have also offered a 10% discount off of parts if you decide to order from us directly. ***** reinforced the fact that you have called in multiple times this week and have received the same suggestion to replace the carburetor after troubleshooting the issue, and that our diagnosis has not changed. As we explained earlier in our response, you are currently out of your warranty period, and therefore the warranty would not be able to be voided, nor would we be able to prevent you from scheduling an appointment with an independent service provider.

We would encourage you to replace your carburetor as suggested or have your equipment evaluated by one of our service providers.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 02/24/2025
I am rejecting this response because:
Why did cub cadet refuse to honor the warranty when i tried to resolve this within warranty covered period of time in summer of 2024?

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