ComplaintsforMTD Products, Inc.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/8/2024 I ordered 1 Oil Filter Item#: ********* & 1 Fuel Filter Item#: ********. I received only the oil filter with an empty hard envelop. I tried to contact the company, nobody answered.

  Business response

  07/22/2024

  Good Afternoon ******* *****,
  
  We’re sorry to hear that you were not able to get in touch with our customer support team and receive the answers you were looking for. Our records indicate that your parts were shipped out separately. As you stated the oil filter was delivered on 7/17/2024 via UPS, and your fuel filter is scheduled for delivery today 7/22/2024. You can track your order at ************ using your tracking number **************************. We apologize for any confusion 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 response

  07/23/2024

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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a bagger for a riding mower through them back on June 18, 2024. Ordered ended up being cancelled with no contact from the company on why it was cancelled. When reaching out to the company to get an explanation to why the order was cancelled no answer just on hold. I have reached out to them several times and it is the same out come on every phone call to them no answer and just on hold.

  Business response

  07/12/2024

  Good Afternoon ***** ******,
  
  We’re sorry to hear that you had difficulty getting in touch with our customer support team. We are currently in the peak of our busy season working with limited staff, and our call volume is higher than usual. Our records indicate your order was cancelled due to lack of inventory. The bagger attachment is currently on backorder until the beginning of August. We apologize if you did not receive email notification alerting you of the backorder, you should have. It is possible there was a glitch in our system or the email may have been sent to your spam/trash folder.
  
  Please let us know if you have any questions or need further assistance 
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer response

  07/15/2024

  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

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had ordered an air filter assembly from ************ on july 2nd and have only received the order confirmation but nothing on shipping. Today ( the 8th ) I wake up to my card being charged twice for no reason ( see screenshots ). Any attempts to contact customer support were unsuccessful its all just an automated system with no option to speak to a real person. If my order will not be delivered then I want it canceled, there is no option to do this by either the website nor phone. After calling my card issuer they had told me the pending charges will be canceled from their end within a week of the charge date but I shouldn’t have to call them to figure this out. As earlier stated if my order will not be completed then I want it refunded and my information removed from their systems. If no living person can man the phones then I believe the website needs to be taken down, automated machines only have so much use and anything involving payments should be handled by a real person not leaving the option out or to be handled by said machine

  Business response

  07/11/2024

  Good Afternoon ***** ********,
  
  We’re sorry to hear that you had difficulty getting in touch with our customer support team. We are currently in the peak of our busy season, and our call volume is higher than usual. Your credit card is not actually charged until the order has processed and shipped out. There is an authorization hold that may be placed on your credit card to ensure that funds are available, but it generally drops off every 1-3 business days. Our records indicate that your order has shipped out and was delivered today 7/11/2024 at 11:59AM. You can track your order at ************ using your tracking number ******************. 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 Stanley Black & Decker
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a craftsman t110 riding mower 05/12/2023 from Lowe’s, on 06/20/2024 the mower stopped working. I called craftsman to file a warranty claim, they gave me numbers to three repair facilities to see if we could drop the mower off for warranty repair. Two weeks we still haven’t received a call back. So I called craftsman again they gave me the number to Hastings ace hardware, so I called them, they said they do no do warranty repairs for craftsman. Craftsman does not answer the phone, I don’t know what else to do .

  Business response

  07/03/2024

  Good Afternoon ******** *******,
  
  We’re sorry to hear that you’re having trouble with your equipment. Your equipment came equipped with a minimum 2-year manufacturing warranty, and we do stand behind our products and our warranties. Our service providers strive to return equipment within 14 days, but they can be very busy this time of year. This gives them enough time to inspect the equipment, provide estimates, order parts and repair the equipment.
  
  Our records indicate that you called in and spoke with one of our customer support advocates on 6/24/2024, and that they provided five service dealers in your area that can service your equipment. Thank you for notifying us that Hastings Ace Hardware advised you that they do not repair our equipment. We will have someone look into this further and determine if they need to be removed from our network.
  
  Unfortunately, we cannot reimburse you for your equipment unless one of authorized service dealers determine your equipment is unrepairable due to a manufacturer defect.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Business response

  07/09/2024

  Good Afternoon ******** *******, 
  
  We’re sorry to hear that you have had difficulty getting in touch with an authorized service provider. We have reached out to C & K Small Engine **** **** ************ ******* ********** ** ***** ***** ********, and confirmed that they are an authorized MTD Craftsman service dealer. We would encourage you to contact them and schedule an appointment to have your equipment evaluated under warranty. As long as the dealer determines the failure was caused by a manufacturing defect, we are happy to cover the repair charges. We want to help you resolve this matter as quickly and efficiently as possible, and appreciate your patience and understanding. 
  
  Please let us know if you have any questions or need further assistance  
  
  Sincerely, 
  
  MTD Products by Stanley Black & Decker
  
  

  Customer response

  07/10/2024

   I am rejecting this response because:
  C&K small engines has my information and they have not returned my call.
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Craftsman T2200 Lawn T 36526ractor #****** transmission went bad under warranty and I took to a registered dealer ********* ************** ***************, **. ***** on 3/23/24. (Cust #****** . ************. The Warranty is not an issue, everyone agrees its under warranty, The problem is the transmission has not been delivered to the dealer and it has been over 3 months. They said it was backordered and it was supposed to be there 1st of June but when I inquire I am sent to many people and told the dealer has to call. The dealer says they can not get an answer and the tractor is taking up space in their limited shop space. In the meantime my grass has not been cut in over 3 months and people are complaining in the neighborhood. I am not seeing a resolution which is why I am writing. I need someone to tell me definitively when the transmission will arrive to the dealer. Craftsman *************) I purchased the tractor from Lowes 2 years ago.

  Business response

  07/02/2024

  Good Afternoon *************************,
  
  Were sorry to hear that you are having trouble with equipment and that the part you need is currently on backorder. Our records indicate that the transmission for your equipment should be available by mid-July. 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.
  
  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 ************************* & ******

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased two items from MTD and never received an update on shipping after six days but my credit card was charged $49.98. After calling to cancel my order and receive a refund, I was given a case number and transferred to the Craftsman department. After holding for 25 minutes and trying to call again, I get the same run around.

  Business response

  07/02/2024

  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 your order has shipped out and is due for delivery on Saturday 7/6/2024. You can track your order at www.ups.com/ using your tracking number ******************. If you no longer want or need your parts, we would encourage you to follow the instructions on your packing slip and send the parts back to us. Once the parts are returned to our warehouse, and our admin department is notified, you will be issued a credit in full. 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 response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have received the product. I believe the product was shipped after they received contact from the BBB. Thank you for your time. You may close out my complaint.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/18/22, my grandmother (along with me) bought a craftsman lawnmower from lowe's so i could mow the lawn at her house for her so she could discontinue hiring a landscaper. It worked well for that summer. The following summer i noticed the lawnmower was leaking oil from the chamber at the front, most likely due to the rubber gasket in it. There was a 2 year warranty on the mower so we went back to lowe's to deal with the issue. Lowe's were extremely dismissive, saying it's all done through craftsman and they can do nothing about it. I tried to contact craftsman, which was very difficult. I i think i got through to someone once, and they said they don't deal with that model, i have to go through briggs and stratton. From there i was directed to a "licensed repair technician" in my area, ******* outdoor power equipment. I explained the situation, dropped the mower off. We waited about a week, maybe more. My grandmother called for an update and eventually it was ready. When i went to pick it up, the box was thrown out because they left it in the rain and they lost the bolt that make the handle fold over. Regardless i was happy to finally get it back and deal with the overgrown lawn. It worked fine, but i noticed, they didn't replace the chamber or even just the gasket. They caulked the chamber shut. Literally used caulk on a lawnmower. After a couple uses, i noticed the oil was dripping again. I was tired of the whole ordeal and figured i would replace it myself next season or something. Come this season, 2024, about a month after the warranty expired, after 2 uses, the lawnmower has died completely. Oil is somehow leaking into the air filter and still dripping from the chamber. I have tried to contact craftsman multiple times, no one answers, and when i emailed, they just referred me to MTD products, with the wrong phone number and website. MTD has not gotten back to me and craftsman has not replied to my email in regards to that. I am furious.

  Business response

  07/08/2024

  Good Afternoon ***** **********,
  
  We’re sorry to hear that you have not received the answers you were looking for from our customer support team. Your equipment came equipped with a minimum 2-year manufacturing warranty, and we do stand behind our products and our warranties. 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 equipment also comes equipped with a separate engine warranty which is detailed in your engine operators manual. Since the issues you are experiencing are engine related, you will need to go through the engine manufacturer directly for warranty related assistance. We would encourage you to contact the engine manufacturer directly so they can assist you with resolving this matter. We apologize for the inconvenience and for any confusion.
  
  Please let us know if you have any questions or need further assistance 
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker
  
  
  

  Customer response

  07/09/2024

   I am rejecting this response because:
  
  I need to stress again, I tried to get the issue fixed DURING the warranty period, and they FAILED at that. As in they did not fix the issue.

  And this is absolutely ridiculous that I am just passed between what, 4 different companies because no one wants to deal with it? Like children that won't take the blame and point at one another.

  What happens when the "engine manufacturer" tells me it's not their issue? Who is the engine manufacturer? You did not provide that information. Do you know who makes engines for your products? I also don't understand how they can help, because they are not just going to mail me a shiny new lawnmower engine that clips right into it. Besides giving me the gamble of sending it to another "licensed repair technician" and hoping they aren't completely inept.

  And how long will this take? I'll be chasing after them for the next few weeks and by then summer is over and I'm 200 dollars out of pocket from renting a mower every 2 weeks in the meantime, while this useless item sits in the garage.

  This does not not resolve the issue. All that had to happen was a gasket was swapped out or the oil chamber replaced. Now God knows what's wrong with the bloody thing.

  I want a refund, be it Lowe's, craftsman or whoever, because I never want a useless piece of equipment again, let alone the absolute nightmare of getting an issue resolved through any of you.

  Business response

  07/10/2024

  Good Afternoon ***** **********,
  
  We understand equipment issues can be frustrating, and we want to assist you with resolving this matter as quickly and efficiently as possible. Unfortunately, we cannot reimburse you or replace your equipment unless one of our authorized service dealers determine it is unrepairable due to a manufacturer defect. As we explained in our previous response, your engine comes with a separate warranty and you will need to contact your engine manufacturer Briggs and Stratton for further assistance, as the issues you are experiencing are engine related. You can get in touch with Briggs and Stratton by visiting their website www.briggsandstratton.com/ or by calling ***************
  
  Please let us know if you have any questions or need further assistance 
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer response

  07/14/2024

   I am rejecting this response because:
  
  If this is their firm stance, i don't care about getting another response from them, but i am certainly not indicating that i am satisfied with it.
  i will now try to pursue briggs and stratton and expect a similar experience that gets dragged out for months and has no resolution.
  the thing that just doesn't make sense about this whole thing, this is craftsmans product. they sell it, it has their name all over it. it doesn't matter where they got the individual components from, once they're all together, it's their one single products. the fact that they shirk responsibility because one of the components came from somewhere else is so stupid. i have never heard of that before with any other product and i'm sure everything we buy in life is composed of different parts from different places.
  so if i buy a product from a store that has an issue, try to return it and be told to contact the company directly, then contact the company and be told to contact the parent company, then contact the parent company and be told to contact the part manufacturer directly, that's absolutely insane.
  you shouldn't be a business you can't take responsibility for your products.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my Cub Cadet ZT1-50 zero-turn mower new from Home Depot in Sevierville, TN, on 3/29/2021. I always maintained it well, stored it indoors, and never used it in rain or wet conditions. On 6/3/2024, while mowing, one scalping wheel fell off, then the other, and the area supporting the grass discharge broke, causing the discharge chute to fall off. In order to inspect the damage, I removed the deck and the blades and cleaned the areas of concern with a wire brush to better ascertain the failure. There appeared to be a large crack in the metal supporting one pulley, along with weak weld spots, indicating defects in material and workmanship. Reviewing my paperwork, I found the deck was still under warranty (7 years from purchase date). I took the mower to a Cub Cadet repair center, Outdoor Power Plus in New Market, TN, and they submitted a warranty claim (case number ********). On 6/24/2024, they informed me the claim was denied because I had sanded the damaged areas for inspection. The denial is unreasonable. The damage was clearly caused by poor material quality or workmanship, not by my inspection or even cleaning the areas. Discovering a defect requires an initial damage, and cleaning for inspection doesn't cause the original issue. The damage had to exist before it was cleaned to be discovered. That is the normal and reasonable sequence of events. Denial of warranty claim clearly makes no sense as the damaged area had to be damaged before it was cleaned to discover the extent of the damage. This action had absolutely no impact on the damage which obviously occurred prior to that. Thus, the warranty claim should not have been denied.

  Business response

  07/08/2024

  Good Afternoon ******** *****,
  
  We’re sorry to hear that you have not 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. 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 after evaluating your equipment, the service dealer determined that the deck appeared to have been welded/altered prior to evaluation, and after speaking with one of our customer support technicians determined that voided the warranty. This is documented under the case number that you provided********.  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. You can also refer to your warranty declaration page if you have any questions regarding warranty coverage.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker
  
  

  Customer response

  07/09/2024

   I am rejecting this response because:
  The equipment was not welded.  The damage was sanded to better ascertain the damage.

  
  

  Business response

  07/11/2024

  Good Morning ******** *****,
  
  As we explained in our previous response, the service dealer determined that the equipment’s mower deck shell had undergone a great deal of grinding in an attempt to repair, before taking the machine to an authorized service dealer, which voids the warranty. The warranty exclusions can be found on page 4 of your warranty declaration. 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 the inconvenience, and would encourage you to give us a call at ************** and reference your case # ******** if you would like to discuss this further.
  
  Please let us know if you have any questions or need further assistance 
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 22, 2024 I purchased 2 deck belts from Club Cadet. The order did not get processed and delivered for weeks. It turns out I bought the wrong one and tried to return only one of them, It was extremely difficult to figure out how to return it on the website, but I ultimately learned I needed to call to get an authorization form. My wife called and it took 7 minutes to get to a live person who she she could help with the return. After looking into my account, she then transferred the call to customer service which had us on hold for over one hour. We do have phone records to demonstrate this

  Business response

  06/27/2024

  Good Afternoon ***** *****,
  
  We’re sorry to hear that you have not received the answers you were looking for from our customer support team. We have documented this internally under case number ********, and would encourage you to follow the return instructions on your packing slip to return the incorrect part. Once the part has been received back to our warehouse, and our admin team is notified, we will be able to move forward with issuing a credit for the incorrect part, and you will be emailed a copy of the credit memo.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker
  
  

• Initial Complaint

  06/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered and 7 days later it has not shipped.

  Business response

  06/24/2024

  Good *************************************,
  
  Thank you for bringing this to our attention. Our records indicate that you placed your order on 6/17/2024. Once the order has been placed, it can take 1-3 business days for the order process and ship out. Standard shipping takes 5-7 business days to arrive after the order has shipped out. We were closed on Wednesday 6/18/2024 for the Juneteenth holiday, which may cause an additional delay. As of today 6/24/2024, your order has processed and shipped out. You can track your order at www.usps.com/ using your tracking number 92748999920828573007468389.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by ************************* & ******

*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. ↩