ComplaintsforMTD Products, Inc.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Dewalt Z254 Zero Turn Mower from the ********** in ************, ** on 09/04/2023. I only used it twice before the winter. Om March 31, 2024 I cut some grass with it for less that an hour before it broke down. I repeatedly tried contacting ****** to find out where to take it for warranty repair and only got canned replies with no information. That was in spite of dozens of emails and many phone calls, and several "chat" exchanges with their robots. The Dewalt web page's form is broken and cannot send messages. Their phone numbers are all answered by bots that give no information. After a few weeks, I found out from a third party where one authorized center was, and took it there even though it's a 60 mile round trip. But even after being there for 7 weeks, it's still not fixed, it only needs a battery but they said it's on backorder and they don't know when or if they will ever get one from Dewalt. Actually, it's MTD Products, and Dewalt is one of their brands. I picked up the mower today. The season is half over and I need a mower. I will have to fix it myself, which will require modifications to take a different battery. Or I need to buy a working mower. I bought this one because it was cheaper, but I later found it was cheaper because they stopped making them. To replace it with a similar model would cost me about $7500. I would settle foe that, and they can pick this one up. or they can over night be a battery and pay me for the time and money they have wasted trying to get it fixed, which includes at least 12 hours so far (I get $40 an hour when I work) plus 55 cents a mile when on the road, for the two 60 mile round trips. I also had to spend about $200 to get my old mower working just well enough to get my work done while waiting, but with it the work take longer, so I'd add about 20 hours to that. I have about 14 acres to cut on three properties ever week to 10 days this time of the year.

  Business response

  06/27/2024

  Good Morning *************************,
  
  Were sorry to hear that you havent been satisfied with your equipment, and that you have had a negative experience with our customer support team. We want to assist you with resolving this matter as quickly and efficiently as possible,and have sent you an email to the email address listed within this complaint requesting additional information. Please respond to the email at your earliest convenience so we can help you move forward with resolution. We apologize for the inconvenience, and appreciate your patience.
  
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by ************************* & ******

  Customer response

  07/03/2024

   I am rejecting this response because: I am still getting canned replies from them.  A few weeks ago one of their guys in ***** reading a scrip promised me that "someone from the right department" (a department which he could not name) would call me the following day, and no one did.  Today, I got an email with a canned response asking for the best time to call me by some again un-named department.  However they did say they'd be closed for the 4th which is a Thursday and the day after, and so I replied stating that I wont expect a call before Monday.  Since I repaired the mower myself at my own expense it's not an emergency and I can certainly wait until Monday.  And I will add a note here in the unlikely event that I actually get a call from a real human after over three months.  But they could have simply called and given honest information rather that having another robot send yet another canned reply again.  
  
  
  

  Business response

  07/09/2024

  Good ***********************************,
  
  We are trying to help you resolve this matter as quickly and efficiently is possible. We have sent you an email today 7/9/2024 notifying you that we will have one of our customer support supervisors give you a call this week between the hours of 8:00AM 12:00 PM, which you indicated was the best time of day to reach you via your email from 7/3/2024. We appreciate your patience and understanding.
  
  Please let us know if you have any questions or need further assistance 
  
  Sincerely,
  
  MTD Products by ************************* & ******
  
  

  Customer response

  07/10/2024

   I am rejecting this response because:  I replied and gave them a time but they never called.
  
  
  

  Customer response

  07/15/2024

  I finally got a call from them, and as usual, it was useless and not honest.  So they only wasted 104 days of my time, along with countless hours a,d gas and other expenses and then refused to honor the warranty anyway.  Had they simply replied within two weeks of my first of many attempts to contact them and told me they wouldn't honor the warranty, it would have saved me a lot of trouble and time and money. 
  
    On the plus side, I have learned to never again buy their products, and they make a number of brands.  So I suppose that education had value. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a cub cadet zero turn lawnmower, a pull cart and a cover for the mower from the cub cadet website on 4/30/24. I received my cart and cover but my mower was damaged in transit from MTD in Ohio to sioux city iowa. I have tried to call customer service to have another one sent but I am on hold for more than a hour and nobody answers the phone. The shipping company(****** *******) sent the mower back to MTD and ****** ******* also has not been able to reach anyone from Cub Cadet or MTD.

  Business response

  06/25/2024

  Good Afternoon ****** ***,
  
  We’re sorry to hear that you had a negative experience with our company, and that your equipment was damaged upon delivery. Our records indicate that you have been in contact with one of our customer support supervisors to assist you with resolving this matter, and on 6/24/2024 a credit was issued in the amount of $3,625.94 which includes the freight and sales tax. A copy of the credit receipt was emailed to the email address you have listed within this BBB complaint. Please allow 1-3 business days for the credit to reflect upon your financial institution. We apologize for the inconvenience, and appreciate your patience.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker
  
  

  Customer response

  06/26/2024

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

• Initial Complaint

  06/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I did not receive my whole order I was missing part number *********. Been trying to call for 3 days now no one answers the phone. My order # ** *******. po# **********.

  Business response

  06/21/2024

  Good Afternoon ******* ******,
  
  We’re sorry to hear that you did not receive the answers you were looking for from our customer support team. We have sent part number ********* out to you at no charge, and you will receive it within the next 3-5 business days. Your no charge order number is ************. Email confirmation has also been sent to the email address provided within your BBB complaint. We apologize for the inconvenience, and appreciate your patience.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker
  
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a boxed chainsaw kit from Lowes. I needed the saw and started using it. When i went to put it in the saw case provided in the kit, i noticed it had a broken corner. The box it came in had no damage and was still strapped. I took the case back to Lowes, they informed me i need to contact Craftsman for a new case. I did on 2/2/2024, and several times after that. I was given the run-around and have still not received any

  Business response

  06/20/2024

  Good Afternoon ****** *******,
  
  Thank you for bringing this to our attention. We’re sorry to hear you did not 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. We have sent you an email today 6/20/2024 requesting additional information to the email address listed within your BBB complaint. We would encourage you to respond to the email at your earliest convenience so we can move forward with resolution. 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

  06/21/2024

   I am rejecting this response because:
  
  I responded to the link they sent me, therefore they gave me a bad/misleading link.

  i did recently rec a message that I did respond to andgave them the requested information about the piecs/part number of damaged piece.

   

  Business response

  06/26/2024

  Good Afternoon ****** *******,
  
  We have sent you a follow-up email requesting your factory model and serial number so we can look the correct part up for you. The part number that you provided in your response does not appear to be accurate. Please respond with the requested information at your earliest convenience, so we can assist you with resolving this matter.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Cub Cadet XT 2 in July of last year brand new. It worked well until I tried to start it this mowing season. Found out the battery was dead. The store I bought it from replaced the battery free. Take the mower out next week and it shuts off completely after about an hour of mowing. Find out the starter was bad. Again replaced free. It took two weeks to get my mower back. A week later after almost finishing my yard the mower stops in its tracks. Won’t go forward or backward. Call the store I bought it from and they said they are booked weeks out and can’t help me. I finally called Buckeit in Blue Springs. They committed to help me but I had to get my tractor to them. So I deliver it and they find out the belt fell off. Weeks later I call and they said they ordered the wrong size belt. 6 weeks after dropping it off I can’t get them to call me back and give me an update. The product, the service, and the support for this product is horrible. I just want a full refund so I can buy a tractor that works. I have an older cub cadet XT146 that is a work horse. I was really excited about my new cub cadet but I just want to move on. I have had to pay for someone to cut my lawn the last 6 weeks. This purchase has been a total disaster.

  Business response

  06/18/2024

  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. We want to help you resolve this matter as quickly and efficiently as possible.  We have documented this internally, and would encourage you to give us a call at ************** and discuss this problem further. Please mention your case # ******** once you are connected with one of our customer 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 to assist with finding resolution.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer response

  06/21/2024

   I am rejecting this response because:

  I called their customer advocate number and after going through the menu with my case number, the only options I had on their menu was to order parts or order equipment.  Called them twice just to be sure didn't' miss something on the menu.  It would not route me to a customer service advocate.  So I pressed 1 to see if I could get a live human being on the line, and waited on hold for 30 minutes with no end in site.  Finally decided to hang up.  The phone number is nothing but smoke and mirrors - not a menu item listed to talk directly to a customer advocate.
  
  

  
  

  Business response

  06/25/2024

  Good Morning ***** *******,
  
  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. In our previous response to your BBB complaint, we encouraged you to give us a call and reference your case number or to let us know the best time of day to reach you, and we would get you in touch with the right person here at Cub Cadet to discuss this further. Please let us know the best time of day to reach you, and we will we will have someone give you a call 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 response

  06/26/2024

   I am rejecting this response because:

  I can be reached at ************ Monday through Friday - this is my direct line
  
  

  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a riding lawn mower model number ************** on 6/6/23. It broke down in the middle of May and no longer starts, not quite a year old. I called the customer service line on their website and I was given a different number to call for warranty claims. After calling it for several days I received no response, it's an unmonitored line. I then tried their website, filling out a warranty claim on their website directs you to an email address that's also unmonitored after days of waiting for a reply back. This company is selling products with warranties but ghosting anyone that tries to contact them about the warranty. The lawnmower cost 2300$ and didn't even last a year.

  Business response

  06/20/2024

  Good Afternoon ******* ****,
  
  We’re sorry to hear you did not receive the answers you were looking for from our customer support team. Your equipment comes equipped with a minimum 2-year manufacturing warranty, and we do stand behind our products and our warranties. We recommend contacting a MTD authorized service center. 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. You can find a location by clicking here: Store Locator (************). 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

  06/21/2024

   I am rejecting this response because:
  
  I have already called a center multiple times and used the website. No one answers the phone and no one responds to my emails. Give me the number or an email of an actual manager that exists, or I'm going to have to assume you're avoiding warranty claims.

  Business response

  06/25/2024

  Good Afternoon ******* ****,
  
  We do not have any record of communication with you via email or over the phone prior to filing your complaint with the BBB. We want assist you with resolving your issue(s) as quickly and efficiently as possible, and have sent you an email requesting additional information. Please reply to the email and your earliest convenience. This has been documented internally under case # ********.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer response

  07/01/2024

   I am rejecting this response because:
  
  While your MTD team has reached out to me I'm still just receiving a different type of runaround. They sent me a list of shops that work on the mowers but the shops won't work on the mower without an approval letter from Craftsman.

   

  In response to you saying that you have no record of me reaching out to you, I have no idea how you think you can find a record of you not answering your phonelines or not responding to my emails when you haven't asked me for my email or my phone number, but I've attached screenshots of emails. The first is a reply from your website's warranty claim form which told me to email a different email. The second is an email that I sent to the new email that was never replied to.

  Business response

  07/03/2024

  Good Afternoon ******* ****,
  
  Our records indicate that a member of our customer support team reached out to you via email and explained that your engine comes with a separate warranty, and in addition to providing a link for your engine manual and the contact information for the engine manufacturer Briggs and Stratton. The service dealers provided to you within the email were from the engine manufacturers website. If you are having difficulty scheduling service, you will need to contact Briggs and Stratton directly by calling ************** or visiting their website at **************************. We have also responded to you via email with this information.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker
  
  

  Customer response

  07/05/2024

   I am rejecting this response because:
  
  Did your records also include them sending me a completely different list of 'repair' places that wouldn't accept the lawnmower, and when I told your service people that they just replied with a different list of repair places? There's no excuse for this level of runaround. Phone lines that aren't answered, websites that just refer you to email accounts that aren't replied to, bogus incorrect lists of repair places that don't accept your lawnmowers. Your company is acting like you've never dealt with a warranty claim before, but judging from how hard it is to get ahold of someone you may never have. I still have not been able to get ahold of anyone willing to examine your lawnmower.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cub Cadet a subsidiary of Black and Decker will not fulfill its obligations of providing timely and effective warranty service for a ride on mower under its terms and conditions due to 1) contact constraints (the company does not have a customer service email address, it's chat option is limited since the representatives who have no decision making authority as outlined in the chat history attached, and level 2 support simply does not pick up the phone as evident by the attached phone recording of 2+ hours in duration with no pickup), 2) operational failures (the company representatives are prohibited from contacting service providers to help find an available and authorized service provider) and 3) unreasonable customer transportation costs for any service providers outside of what is normal and customary servicing area/distance. At the end of the day, the service providers given to me by Cub Cadet in my area (15 mile standard distance) cannot either service my lawnmower or cannot service it in a reasonable timeframe (which should not be measured in months especially in consideration of the warranty expiring soon). No other option is available and customer service has severed contact in light of difficult questions being asked from my end (see "Gina" simply hanging up chat on me as evident in the chat history attachment) and ineffectiveness of their escalation on their end.

  Business response

  06/18/2024

  Good Morning ******* *****,
  
  We’re sorry to hear that you had a negative experience and did not receive the answers you were looking for from our customer support team. We have currently entered our busy season and working hard to assist our customers as quickly and efficiently as possible with limited staff at the moment. Your equipment came equipped with a minimum 3-year manufacturing warranty, and we do stand behind our products and our warranties. Transportation charges and service calls for warranty related services are not provided as a part of the manufacturer's warranty coverage. If you have any questions regarding warranty coverage, we would encourage you to review the warranty declarations page of the Operator's Manual for complete warranty coverage provisions and limitations. Many service centers offer this optional service at a nominal charge. Our Cub Cadet 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. We want to assist you with resolving this matter. Please let us know the best time of day to reach you, and we will get you in touch with the right person here at Cub Cadet to discuss this in more detail and find resolution.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Purchased a craftsman lawn tractor from this company and I'm not able to get a parts catalog or buy repair parts for this tractor. They don't appear to be available. I have spent over six hours on hold waiting for help. The other day I called and got someone on the phone but they could not help me so they said they would have someone call me back, never happened. This company is completely disregarding me.

  Business response

  06/20/2024

  Good Morning ***********************,
  
  Were sorry to hear you did not receive the answers you were looking for from our customer support team. We have currently entered our busy season, and are working hard to assist our customers as quickly and efficiently as possible with limited staff at the moment. We have sent you an email to the email address you have listed within this complaint with links to the manuals for your model 13AQA2ZWA93/CMXGRAM211303.You can order parts online by visiting www.mtdparts.com/ or by calling our sales department at **************. 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

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased ZTXS4 54 Ultima Series™ ZTXS Item#: *********** as well as attachment on 4/20/2024 with order number **********. The lawn mower was delivered around the first week of May with a ton of issues. The delivery tracking information is LTL PRO# **********. I have reached out to the company about the delivery issues as well as how the lawn mower leaked oil all in my shed and is not running right. It does not get full power, it shutters, it seems very loud, and sometimes does not cut properly. I paid $7,199 for just the lawnmower. The business is making me pay a pick up and delivery fee of $125 to get it to the local service location even though it has been less that a full month and the issues started from the first week received it. It is very hard to reach Cub Cadet and when you do they pass you around and no true resolution happens.

  Business response

  06/18/2024

  Good Afternoon ****** ******,
  
  We’re sorry to hear that you have not received the answers you were looking for from our customer support team, and that you haven’t been satisfied with your Cub Cadet equipment. We want to help you resolve this matter as quickly and efficiently as possible. Your equipment came equipped with a minimum 3-year manufacturing warranty, and we do stand behind our products and our warranties. We recommend contacting a Cub Cadet Authorized Service Center. You can find a location near you on our website: *********************. 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. While pick-up and delivery charges are typically not covered under warranty, we will be happy to reimburse you for the pick-up and delivery charges with proper documentation provided.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer response

  06/19/2024

  These are the issues that had to be fixed with a brand new machine that was less than a month old that cost over 7k. 

  Customer response

  06/21/2024

   I am rejecting this response because:
  It is not clear how much total your reimbursement will be and how long it will take for the reimbursement to happen. We would like both the delivery fee and pick up and drop off fee refunded.  Also, what you will do to help with the oild stains in my shed. I have provided proof of the payment to the local dealer who replaced parts on the mower this week. 
  
  

  Business response

  06/25/2024

  Good Afternoon ****** ******,
  
  We apologize for any confusion with our previous response to your BBB complaint. We will reimburse you for the pick-up and delivery fee in the amount of $125.00 + $3.25 + $0.20 for a total of $128.95. Once a reimbursement is processed, checks typically mail out on Thursday each week. It can take approximately 7-10 business days to receive the reimbursement once it has been mailed out. We will also email confirmation of the reimbursement to the email address listed within your BBB complaint. As far as the oil stain and/or any damaged caused by the equipment leaking oil, you will need to go through your home owners insurance. We hope this provides the clarification you were seeking.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker
  
  

  Customer response

  06/26/2024

   I am rejecting this response because:
  
  We would like our original delivery fee back also  because of the inconvenience when it was delivered of $129. For a total of $257.95. That includes both fees.  We are disappointed with this entire experience!

  Business response

  06/28/2024

  Good Afternoon ****** ******,
  
  Our records indicate that your TD Bank account has been credited in the amount of $760.79 for the returned bagger attachment on 6/27/2024. This credit includes $599.00 for the bagger attachment, $129.00 for freight and $31.80 for tax. You were also sent a credit memo via email on 6/27/2024 as well.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker
  
  

  Customer response

  07/01/2024

  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. They will be sending me a check for the pickup for the maintenance.  I am still not happy about the oil in my shed and will caution people to order from Cub online in the future. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a cultivator on Feb 27 2024, On May 29, 2024 it stopped working and has metal shavings in the oil. We took it back to Lowes and was 2 days past their 90 day return policy and they told us we would have to contact craftsman. We sent emails and phone calls however, its been 2 wks and I still have not been contacted by Craftsman. We have requested a replacement product via email because no one answers the phone. Now I just want my money back so I can purchase a quality product elsewhere. We found the authorized service providers online however no one will accept any craftsman products so the online list is not correct. We are asking for a full refund of the purchase price including tax. The receipt is attached.

  Business response

  06/20/2024

  Good Afternoon ***** ****,
  
  We’re sorry to hear you did not receive the answers you were looking for from our customer support team. We have currently entered our busy season, and are working hard to assist our customers as quickly and efficiently as possible with limited staff at the moment. We understand equipment issues can be frustrating, and want to help you resolve this matter. Please let us know the best time of day to reach you, and we will get you in touch with the right person here to discuss this in more detail. 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

  06/21/2024

   I am rejecting this response because:
  This is the same thing I have been told since May 29th.  I have serveral emails where they have my information however, here it is again 

  ************ any time of day they can call.  

  We have asked for a full refund of the purchase price and have no problem returning the product to them. 

   

  Owning a product for 92 days and it no longer works is unacceptable regardless of your business busy season and limited staff.   The staff is uninformed, overseas, unprofessional and overall not helpful. 

  Business response

  07/01/2024

  Good Afternoon ***** ****,
  
  Thank you for providing your contact phone number and letting us know the best time of day to reach you. Our records indicate that one of our customer support supervisors reached out to you via phone today 7/1/2024 and there was no answer. We will continue to try and get in touch with you at the phone number provided during normal business hours.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker
  
  
  

  Customer response

  07/03/2024

   I am rejecting this response because:

  
  On July 1st I did not recieve a call from any unrecognized number and I also did not receive a voice message.  Its July 3rd and I still have not recevied any unrecognized numbers. 

    I have requested without delay a full refund of the purchase price of the junk equipment.  It was litterally 92 days old when the equipment stopped working and I have been trying to connect with MTD since May 29th.  

  Please issue refund and send to 

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

  
  

  Customer response

  07/03/2024

  I called the number from  the MTD response, ********** and that number is no longer in service and a recording gives an ********** which takes you to a non us based customer service and sits you on hold for over 2 hrs. 

  Business response

  07/08/2024

  Good Afternoon ***** ****,
  
  We have actively been trying to assist you with resolving this matter. Our records indicate thar our customer support supervisor ***** called you on 7/1/2024 at 11:30 AM EST. ***** also called you twice today 7/8/2024 around 3:15 PM EST and left a voicemail which stated he will give you another call in the next 10-15 minutes to hopefully get in touch with you. Our offices were closed for the Fourth of July holiday Thursday 7/4/2024 and Friday 7/5/2024, and we reopened today Monday 7/8/2024.
  
  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:
  Yes ***** called however I WAS at work and was not able to answer his call.  He did leave a voice message BUT NO RETURN PHONE NUMBER.  FYI - the number he called from was listed as Spam too.  If I have a phone number to return his call I gladly will.  He can also email me a time he is calling at  **********************.  I am still requesting a refund of the full purchase price of the cultivator and MTD can mail refund to 

  **** ** ****  ***** ** *****
  

  
  

  Business response

  07/15/2024

  Good Afternoon ***** ****,
  
  Unfortunately, we cannot reimburse you for your equipment unless one of our authorized service dealers evaluates the equipment, and determines it is unrepairable due to a manufacturer defect. Your equipment came equipped with a minimum 2-year manufacturing warranty, and we do stand behind our products and our warranties. Our authorized service dealers handle all of our warranty claims and adjustments and can work directly with our customer support to fix the problem. As long as one of our dealers says that this was a manufacturing defect and files a warranty claim, we are happy to cover the repair charges.
  
  Our records indicate that you spoke with ***** today 7/15/2024, and that he advised you that you would need to have your equipment evaluated by a service dealer in your area. Our records also indicate that ***** emailed you a link to our dealer locator, and advised you that if you wish to take your equipment to a repair shop outside of our network, it would be your responsibility to pay the initial cost up front, and then you disconnected the call on your end.  
  
  Please let us know if you have any questions or need further assistance 
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker
  
  

  Customer response

  07/19/2024

   I am rejecting this response because: ***** was not 100% accurate on relaying the correct info regarding the call.  We did speak he did inform of all the things that is wriiten here however, he did not inform you that I had advised him that I have already used the search tool (pics attatched)  Within 15 miles there is no dealer, 30 miles both dealers told me they no longer accept craftsman product and at 50 miles there are a several for me to choose and I am looking into which one will accept the cultivator however,  2 have already told me they do not accept any warranty work for craftsman.  I should not have to come out of pocket or drive over 50 miles for this to be rectified.  This also includes in adequate customer service taking over 45 days to respond and having to go through the BBB for anything relating to a 92 day old purchase of major equipment.

  ***** was like a programed robot, programed responses, reading from a script, having no human qualities at all at which point I advised ***** to have a nice day and hung up becuase we were getting no where and I was already frustrated.  

  In researching your handling of previous issues similar to mine, this is a re-occurring problem.  With that said - Ball is in your court.  If I can't find a dealer within an acceptable range to evaluate this issue what are my choices with MTD?  Its very known that I would like a refund of purchase price and I will gladly return the product to MTD via UPS at MTD's expense. 

   

  
  

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