ComplaintsforMTD Products, Inc.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a replacement chute for my snowblower through this company. The order arrived with only the middle portion of the chute. I called customer service and they explained it comes in pieces. The agent listed all of the parts I needed and I placed a second order. That order arrived without the bottom portion of the chute. I called a third time. The bottom portion arrived without the locking piece to connect it to the rest of the chute. I called again to return the items. The company refused to provide me with shipping and it appears as though Ill pay a restocking fee. Do not do business with this company.

  Business response

  12/13/2021

  Dear ****************;

  Thank you for reaching out to ****-Bilt.  Please be advised your orders have been credited in full.   Order ******* placed online 11/10/21 $41.36 and Order ******* placed online 11/18/21 $38.35.   Depending on your banking institution it can take one to two billing cycles to appear on your credit card statement.

  All parts including the items sent to you at no charge do not have to be sent back.   You can donate to your local repair shop or discard.   We apologize for your inconvenience.

   

  Sincerely,

  ****-Bilt Administrator 

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a backpack blower in which I need a spark plug and air filter for. When placing the order, the website declined my credit cards multiple times and said to call customer service. **************** states that the system declined because the address did not match the credit card (which is confirmed to be incorrect) and I cannot place another order for 10 business days. In the meantime, I am stuck with 7 pending transactions on my card.

  Business response

  12/14/2021

  Hello ****************;

   

  Thank you for reaching out.   After review of the information at hand and research into your situation.   The Credit Card declined because the billing information entered did not match the record on file with your credit card institution.   As a result it was being declined by **************** and not MTD Products.

  We have found out after research that when utilizing ****************, unlike other cards, they do not perform immediate reversals, they perform voids which take a few days to drop off.   There were no orders completed successfully utilizing your card and also may have been flagged for fraud due to the multiple attempts to complete your order.

  The above information is something you will have to discuss with your card supplier.   If you would like to try utilizing another card for your transaction, please feel free to place your order online or you can place directly with our **************** Representative at ************.  Please reference your case #********.

   

  Sincerely,

  MTD Products Administrator 

  Customer response

  12/14/2021

   I am rejecting this response because:
  
  I have confirmed that the billing information matched when placing the order (I even pulled up my **************** account in a separate window and double checked).

  They have not given an adaquate solution and I still have a $200 backpack blower that is non-functioning until the parts can be ordered ($11 worth of parts including spark plug and air filter for the TB4BP).

  I have since used this card for 20+ other purchases from other companies using the same billing information so this would be their system error and should be corrected by them.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 6/20/2021 for a charger for the battery of my Zero Turn Cub Cadet lawn mower. I received notification that the order was "backordered." After 30 days, I called the company to cancel, as I was planning to move and no longer needed the charger. The representative, *****, told me the order had been cancelled. However, I noticed the charge re-appear on my credit card statement shortly there after. I called the company again and was told the order had been cancelled and the charge should fall off my credit card. On 11/24/2021, I received an email stating my order had shipped to my old address!!! I noticed the order number on the shipped order is different than the original order number I received on my receipt when I first ordered??? It was Thanksgiving when I received the email, so I could not contact the company. Now the order is on its way to my old address and my credit card has been charged. I would like a refund for the amount of the charger and shipping.

  Business response

  12/01/2021

  Dear Ms. *********;

  Thank you for reaching out to Cub Cadet.   Our Records indicate the shipment was intercepted from delivering and your credit card was reimbursed in full on 11/30/21 in the amount of $140.73.   We apologize for the inconvenience.

  Please be advised, depending on your banking institution, it may take 1-2 billing cycles before it appears on your statement.

   

  Sincerely,

  Cub Cadet Administrator 

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction 08/22/20211,485.16Warranty and extended warrantyThey sold me a mower that broke down in less then 3 months and they saying they won't cover water in the gas tank and the Mechanics say it but we test the gas ourself and no water was inside the gas we used in the mower and the company saying they won't cover it and none of my warranty doesn't cover it when it's only been a few months.I brought it refurbished from ********** and they fix everything before they sold it to me and i went ahead and brought the extended warranty and Mechanic told me the company **** blit and the extended warranty won't cover this issue at all and that's not fair at all. i'm seeking getting reimbursed from the company since they won't do their job.

  Business response

  11/23/2021

  Dear Ms. ************************* you for reaching out to ****-Bilt.  The failure outlined in your complaint is not the result of a manufacturing defect and therefore not covered under the Manufacturers warranty.   Your Extended warranty is not governed by the manufacturer and you would have to reach out to the retailer on what they may or may not cover under that warranty.

  You had mentioned you had checked the tank for the said failure and do not support the findings, however, you did not indicate how you came to that conclusion.

  If you prefer a second opinion, the below are the authorized service centers below based on your zip code.  

  ******************************** R ************************************************************************ **************

   ******** LLC ************************************************************************* **************

   *************** LLC *************************************************************** **************

  Sincerely,

  ****-Bilt Administrator 

• Initial Complaint

  11/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Craftsman Riding Lawn mower in March 2020 with a Two-year full Warranty.I started having problems with the steering around August 2020. After talking to Craftsman and finding out nearby Craftsman certified repair place, I had the service place pick up the tractor for repair. By the the time I got the tractor back after repair, it was December.The exact same steering problem happened again in June 2021. I went through the wringer again and finally had the service place pick up the lawnmower. When I spoke with Craftsman about how same problem can occur again, they said the part replacement was done correctly and they will ensure it is don't correctly this time. If there is any problem with the lawnmower/tractor they will refund me the money. This was noted in MTD/Craftsman system "If the issue happens again Crafstman will refund me the money right away".The issue started happening again in Sept 2021. It took me almost 1 month to get a response from Craftsman and I was told they will send me refund check. After three weeks I get an email saying, they changed their mind and told me take it back to the service center.For the ~ 18 months I have had this lawnmower, it has not been usable for more an year out of it.

  Business response

  11/18/2021

  Dear ************;

  Thank you for reaching out.    Our records indicate a check request was generated in the amount of $1026.00 and will mail from our banking institution in our next scheduled check run 11/23/21.   Should you have any further questions, please do not hesitate to contact our ******************** at ************ and reference your case #********.

   

  Sincerely,

  Craftsman by MTD Administrator 

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had 3 Craftsman Multi-Head trimmers over the last 2 years. Craftsman has a 2 year warranty. My most recent unit died in late July 2021-early Aug 2021, well within warranty. Craftsman offers warranty replacement or refund. I opted for refund since all 3 of the devices have failed the ***e way: blown compression in the chamber. I have followed all of their steps, including: file for warranty support, take it to their recommended warranty/dealer, submit the paperwork to MTD showing that unit is beyond economical repair, submit proof of purchase. It has been 3 months and they have not issued refund and they have taken my broken unit. After submitting all paperwork, I have called on 09/02 (********), 09/08 (********), 11/01 (***), 11/15 (*******), 11/15 (******). Every time I get a different excuse. Now I am supposed to wait another week for them to process it. This is wrong.

  Business response

  11/16/2021

  Dear Mr. *****;

   

  Thank you for reaching out.   Our records indicate a Check request was generated in the amount of $122.67 and will mail from our banking institution in the next scheduled check run 11/17/21.   We apologize for the inconvenience you have encountered.  We do see that the required documentation was emailed to us under case ******** on 09/01/21 and had inadvertently been assigned improperly.

   

  Sincerely,

  Craftsman by MTD Administrator 

  Customer response

  11/22/2021

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

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2017 Cub Cadet 750 quad cab utv. Only has 102 miles on it. It stopped pulling in the field. Tried to find a dealer and several had gone out of business. Found one in Danville. 3 weeks to diagnose, cub cadet refuses to assist with cost of repairs even though equipment was not abused and will cost over $2000.00 to fix. Have called cub cadet and there response is even if it has 2 miles on it, we won't help you. We have been owners of their products for 35 years. Trusted their name. Not anymore.

  Business response

  11/15/2021

  Dear *********************;
  Thank you for reaching out to Cub Cadet.  Our records indicate this unit was purchased and sold to *********************** on 03/19/2019 and was out of the manufacturing warranty at the time of your failure.

   Please refer to your warranty within your owners manual.

  
  We have attached a copy of the manufacturing warranty to this complaint.  We can not guarantee anything at this time.  Once we have reviewed your invoice for repairs we will be happy to review.  Your Case is ******** .
  Warranty as outlined in the owners manual supplied is one year from the date of purchase to the original owner.
  
  Sincerely,
  Cub Cadet Administrator 

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a riding lawnmower in 5/20 and used it and placed it in our shed for the winter. Got the lawnmower out 5/21 to use it started and quit while mowing the lawn. I called Lowe’s who advised they offer 30 day return policy check with company. MTD produces craftsman’s lawnmowers. Wrote company a letter without response. Contacted Ohio Attorney General’s consumer complaint department ( they sent several letters without response). We are both retired and don’t have $1,300 to waste on a lawnmower. We would like a lawnmower that works or our money back.

  Business response

  11/10/2021

  Dear **** *******;

   

  Thank you for reaching out.   We are sorry to hear you have experienced an issue with your Craftsman Riding Lawnmower.   Please refer to your Owners Manual outlining your warranty with regards to your unit.   

  We have included a list of authorized service centers in your area to examine your unit to determine any manufacturing defects that may be present at hand.   If a manufacturing defect is found, the authorized repair firm will file a claim under the warranty.

  Your Warranty does not cover fuel related failures.   If the failure at hand does not appear to be the result of a manufacturing defect, the cost associated with that repair would be your responsibility..

  We have assigned your case #******** and our customer service department can be contacted at 800-269-6215.

  We have also included a copy of how to avoid fuel related failures in the future if in fact that is the issue at hand.  

   

  ** ******** *** ******** **** ****** ****** ****
  ******, ****  ***** (***) ********

  ****** **** * ****** *** **** ********** ********** *********
  ******, ****  ***** (***) ********

   ****** ****** ****** **** ** ***** **** ******
  **********, ************  ***** (***) ********

   

   

   

   

  Customer response

  12/09/2021

  The company sent me an evaluation and I responded. I have not heard back from them. I was expecting them to pick up the lawnmower and give me my money back. 
  

  Customer response

  01/18/2022

  We would like to thank you and your office for helping me to get a response from MTD. We took our tractor to the dealership that was suggested. They fixed it and all we paid for was a new battery.  Without your help, the company wouldn’t have responded. 

  Our case can be closed. 

  Thanks again 

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the ws210 after returning a cheaper model because it would not start. I used the unit for less than a year of its 2 year warranty and after trying to contact c******** through email and social media they have done nothing to rectify the issue of the under warranty weed whacker will not run. I want a refund or replacement.

  Business response

  11/03/2021

  Dear Mr. *******;

  Thank you for reaching out to Craftsman by MTD.  Please refer to your owners manual.  The unit must be seen by an authorized repair firm to determine the manufacturing defect at hand.  If the repairs/failure are a result of a manufacturing defect and exceed 75% of the replacement costs, the authorized service center will provide you with a statement of failure.

  You will then take that statement of failure along with your Proof of Purchase back to the retailer for a credit or exchange.   If the unit was purchased online or at Lowes and it has been more than 30 days, you will need to contact our Customer Support group at 800-269-6215 and reference your case #********.

  You will be asked to provide the statement of failure/non repairable from service center and a copy of your proof of purchase to initiate a reimbursement from the factory.

  We have listed the authorized repair centers in your area below.

   

   LYCOMING LAWN & GARDEN 5261 LYCOMING MALL DRIVE
  MONTOURSVILLE, PENNSYLVANIA  17754 (570) 601-4689

   KEN BERGREN INC 1360 DIX STREET
  WILLIAMSPORT, PENNSYLVANIA  17701 (570) 326-2874

   

  Sincerely,

  Craftsman by MTD Administrator 

  Customer response

  11/04/2021

   I am rejecting this response because: This is an outrage as I’ve been trying to contact you for some time and get no response. We are almost out of the season at this point. Your website clear says take it to the retailer they said contract you and you refused to answer till the BBB was involved. You send me a prepaid box and I’ll send you back the wacker you can refund me, I have no interest in owning a craftsman/MTD anything. 
  
  
  

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Cub cadet in May of 2021. I have had it in the shop once for a Gas line, that they had to replace. This tractor lawn has been used maybe 10 hours and now the carburetor is broken and they say that It is not covered under warranty, which they have not even looked at yet.. I've asked to speak to a manager to see if I can get this resolved my self but, no one to speech too. This is very upsetting. Obviously i told the company it is a lemon and they told me that they did not have the time to mess with customer service. I am on disability and limited income and I've spent a lot on this Cub cadet mower and either I want this mower exchanged or they can give me my money back money back but we all know this will not happen. I've tried to speak to a manager and be pleasant but no one has time and they hang up on me and I need to mow my lawn I cannot afford to hire someone to do it for me this is why I brought a brand new lawn mower.. Thank you for your time.*****************************

  Business response

  10/29/2021

  Dear ****************;

   

  Thank you for reaching out to Cub Cadet.   We are sorry to hear you have experienced issues with the fuel delivery system in your lawn tractor.   Your unit carries two warranties.  One for the Engine and the other for the remainder of your unit.  We were unable to find any Warranty Claims filed directly with Cub Cadet.  This may have been filed directly with the engine manufacturer under their warranty.

  Unfortunately, all credits and exchanges are between you and the place of purchase.  Please provide any additional information you may have, such as your Model and Serial Number of the Unit, Proof Of Purchase and any supporting documents, such as repair invoices.  

  We will be happy to review the documents and see if we can assist further.

   

  Sincerely

  Cub Cadet Administrator

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