ComplaintsforMTD Products, Inc.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Yes I purchased a lawn mower from tractor supply which was a Troy-Bilt push mower 21 inch cut and when I bought it I was told if anything happened to it that it was under a manufactory warranty for a year so when I call Troy Bilt they ain't done nothing but give me the run around since day one you know I need my lawn mower I need to cut my grass so I had to go purchase a new lawn mower which I shouldn't have had to purchase one because I mean it should be up under warranty I've only had it for like 6 or 7 months so when I talk to someone today 6/7/2024 the guy told me that I had to get up with ***** and ******** well I've looked and I don't see nowhere on the manual that it says to contact them if something happens for me to contact Troy-Bilt I just want my money back I talked to some woman at Troy Bilt about 3 days ago and she told me that I could get a replacement or a refund so I just want my refund

  Business response

  06/11/2024

  Good Afternoon ******* *********,
  
  We're sorry to hear that you did not receive the answers you were looking for from our customer support team. Your equipment came with a minimum 2-year manufacturing warranty. Our Authorized Service Dealers handle all of our warranty claims and adjustments and can work directly with our customer support to fix your problem. As long as one of our dealers can deem the issue a manufacturing defect and file a warranty claim, we are happy to cover the repair charges. Your equipment also comes with a separate engine warranty which is detailed on page 8 of the engine operators manual. You can click here to view the engine manual: ************ ************ *** *** *** ***** ************************** and download your engine operators manual with your engine model number *************** Our records indicate that the issue you are experiencing is due to a bent crankshaft, which would fall under the engine warranty. We would encourage you to contact ****** & ******** directly by visiting their website or giving them a call at 1-800-444-7774. We apologize for any confusion or inconvenience this may have caused you.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer response

  06/13/2024

   I am rejecting this response because:
  I was lied to but it's ok am going to hire a lawyer from here but my I say when I purchase this push mower it was like this I contacted troy bilt and I have been lied to so many times I also went and got a self-propelled push mower by troy bilt just 2 weeks ago I had a weed eater to mess up and troy bilt stood by it but any way i may have lost the 399.00 I paid for the push mower but I will be returning the new one tomorrow back to the store and by the way I use my lawn mower for residential not commercial and I've also added a picture of the warranty that I received I have been lied to I also have to my lawn mower too Troy-Bilt service dealer and they also told me that it was not fixable so I have no other choice but to let my lawyer handle this so thank you for your time sir and BBB so sorry for this 
  
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Number: ********** Order Date: 5/7/24 Ordered a part a month ago….every couple of days it puts a hold on my credit card….attempted to contact them by phone (on hold for over an hour for three days in a row). Tried online chat but it kept disconnecting Want to cancel my order and eliminate my cc from their system

  Business response

  06/10/2024

  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 currently entered our busy season, and are assisting our customers as quickly and efficiently as possible with limited staff at the moment. It looks like the air cleaner is currently on backorder until the end of June, which is why you have not received the order. Our IT department is actively working to fix some issues with our website including accurate stock status. We apologize for the inconvenience, and appreciate your patience and understanding. Per your request, we have cancelled your order today 6/10/2024. Please allow 1-3 business days for the authorization hold to drop off of your credit card.
  
  Let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received a defective leaf blower try to contact MTD with no results try to chat with them chat inop would like a replacement but no one to contact or have contacted me I have talked with Craftsman they refer me to MTD

  Business response

  06/10/2024

  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 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 placed a no charge order today 6/10/2024 for a replacement ***************************, and you will receive it within the next 5-7 business days. We have also sent email confirmation to the email address listed in 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

  Customer response

  06/23/2024

  I have received my replacement and the great thing about it it came on Father's Day I always like to buy Craftsman products and will continue to do so MTD has greatly satisfied and change my opinion of them

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a string trimmer/weed cutter, Troy Built, on 4/6/2024 from tractor supply in **** *******. It was hard to start from the beginning but I thought it would get easier as I used. It did not. It does not run or operate correctly either. I contacted tractor supply about returning it but the 30 day return had expired. I then called Troy built customer service number on more than one occasion and got a runaround. The last time I called customer service was 6-3-2024 I was transferred to another department and was on hold for an hour and finally hung up. I called back again and was told if I left my name and number a supervisor would return my call. I am still waiting on that return call. All I want Is my money back and return product somewhere. I bought this product in good faith and I feel Troy built is not standing behind their product. It is just two months old. It is useless to me. I would appreciate anything you can do to help me get a refund.

  Business response

  06/07/2024

  Good Afternoon ******* *******,
  
  Thanks for bringing this to our attention. Apologies for the trouble with your string trimmer. It looks like your equipment came with a minimum 2-year manufacturing warranty. We encourage you to contact a Troy-Bilt Authorized Service Center to further explore the issue. You can find a location near you at: *********************. They handle all of our warranty claims and adjustments and can work directly with our customer support to fix your problem. As long as one of our dealers can deem the issue a manufacturing defect and file a warranty claim, we are happy to cover the repair charges. Here is some additional info about arranging warranty services: *********************.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer response

  06/13/2024

   I am rejecting this response because:
  
  I do not want a repair or replacement for this product due to the fact I am completely dissatisfied with it and do not want to take a chance on getting another bad product from Troy built. I want a refund of purchase price and will return to any location within a reasonable distance from my residence or will ship to location of their choice if they pay return shipping fee. 

  Business response

  06/18/2024

  Good Morning ******* *******,
  
  We understand that equipment issues can be frustrating, and we want to help you resolve this issue as quickly and efficiently as possible. Unfortunately, in order to move forward, your equipment will need to be evaluated by one of our authorized service dealers. As we explained in our previous response, as long as one of our authorized service dealers determine the issues was caused by a manufacturer defect, we will cover the repair charges, and we do stand behind our warranties. If the dealer determines that equipment is unrepairable due to a manufacturer defect, then we would be able to move forward with issuing a refund. 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 response

  06/22/2024

   I am rejecting this response because:
  
  As I responded on earlier communication I am not going to spend my time taking your product to someone to have it evaluated. I am not happy with the performance of it and would never be happy no matter what was done because I feel it would be an ongoing process until warranty had expired. I bought this product in good faith and it is faulty. I think you should honor that good faith purchase and stand behind your product. I will accept nothing less than a refund on the purchase. 

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 30, 2024 I ordered four parts for my lawnmower. I selected 3-5 day delivery. Their website states that orders received before 3PM on a business day will ship the same day. See screenshot. As of June 6, 2024 the items have not shipped. There is no email or message function on the company's website. I have been on hold on the phone for 45 minutes on their 800 number. I have to get back to work and it seems the only way this company responds to customers is through the Better Business Bureau. I would like my order to be shipped TODAY with tracking or for my order to be refunded in full. Thank you.

  Business response

  06/07/2024

  Good Afternoon ***** *******,
  
  We’re sorry to hear that you haven’t been able to get in touch with our customer support team. We have currently entered our busy season and our call volume has increased significantly. We are working hard to assist our customers as quickly and efficiently as possible with limited staff at the moment. Our records indicate that your order is currently open in our system and has not shipped out yet due to the fuel tank and fuel filter being on backorder at the time you placed your order. It looks like both parts are back in stock as of Thursday 6/6/2024, and your order will be shipping out shortly. Once the order has shipped, you will receive email confirmation which will include tracking information. 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

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First off I called to order a part waited on hold 4 hours.Then I finally got to talk to a sales person I told him what I needed he assured me what he sold me was what I needed, it arrived it was the wrong part,now everytime I call customer service I am on hold for at least an hour only to be told I have to talk to a different department the sales department cant help so I am put on hold again and that hold time can last and has lasted until the right department closes for the day Troybuilt doesn't folllow through with customer concerns or issues

  Business response

  06/06/2024

  Good Afternoon ***********************,
  
  Were sorry to hear that you had a negative experience with our customer support team. We have currently entered our busy season, and our call volume is much higher than usual. We are working hard to assist our customers as quickly and efficiently as possible. We have issued a credit in the amount of $32.47 today 6/6/2024. Please allow 1-3 business days for the credit to apply back to your credit card. We have also sent email confirmation to the email address you listed with your BBB complaint. Our records indicate that you spoke with one of our support advocates and confirmed that you were looking for the mulch plug and not the discharge chute. Based on the model number provided to our support advocate, the part number for the mulch plug assembly is 987-02516A. If you are still in need of the part, we would encourage you to visit our website and place an order online. 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

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased our cub cadet zero turn mower on 1/28/2023. Immediately after purchase our machine started presenting issues. At first, the machine was losing power. We brought it back to the authorized dealer for them to fix this problem. The second issue was with the left transmission, we again worked with the authorized dealer to have this issue fixed. This repair took several weeks, and after we got it back, the machine started presenting issues again but this time with the right side. For the third time we brought the machine in for repair to the dealer. It’s been there for over a week awaiting a transmission that’s on back order. At this point, we've been able to use our machine without issue maybe 2 times. This is completely unacceptable. While I understand that machines can break, our machine has been essentially inoperable for the entire time we've owned it. I am losing faith in the quality of cub cadets products and am seriously questioning the longevity of this machine. Also, I was told that we are responsible for transporting our machine to the repair shop. So on top of spending a few thousand dollars (over $5,000) on an inoperable machine, we have to arrange transportation to get that machine to a repair shop and incur additional costs to maintain our lawn while the machine is being repaired. I’ve spent a collective 10+ hours on hold with customer service, often times hanging up because I wasn’t connected to any body. I was able to speak with representative on two occasions, and one of those times I was scolded by a customer service representative, who told me I was being unreasonable when I requested a return. We chose cub cadet because of the reputation, which has proven questionable at best. We did our research prior to purchase and chose this among the many competitors and are now deeply regretting that decision.

  Business response

  06/06/2024

  Good Morning ******** *****,
  
  We're sorry to hear that you haven't been satisfied with your Cub Cadet Zero-Turn. Your equipment comes 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. If the dealer determines your equipment is unrepairable due to a manufacturer defect, then we would take steps to refund/replace the equipment. Transportation charges and service calls for warranty related services are not provided as a part of the manufacturer's warranty coverage. As a courtesy, we can reimburse you for the transportation cost with the proper documentation provided. We understand equipment issues can be frustrating, and we want to assist you with resolving this matter as quickly and efficiently as possible.
  
  If you have any additional issues, feel free to contact us at **************. Please reference your updated case number ******** once you are connected with one of customer support advocates.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer response

  06/07/2024

   I am rejecting this response because:
  

  this is a stock response and one that is ignoring my specific situation. As I already mentioned, my machine's transmission has been repaired twice, and is currently in the process of a third repair for the right side transmission. However, the new transmission is on back order and won't be shipped out to the repair shop until 6/14. By the time my repair shop gets the new transmission it will likely be the end of June.  I've been and will continue to incur costs to maintain my lawn. Cab Cadet customer service has been unhelpful, and dismissive.

  You've indicated that my machine is under warranty and that the repairs are covered but that only addresses part of my concern. My primary concern is that my machine continues to have the same issue though it is a brand new machine, which I have been unable to use since I purchased it in January of last year. You also indicate that the dealer can deem my machine "unrepairable" but you fail to disclose that this determination will be challenged by Cub Cadet because a new transmission can "repair" the machine. It's a circular issue. Also, I've discussed this option with my dealer and they've informed me that Cub Cadet will likely reject that claim since they can continue to "repair" the issue. I am using quotations because my machine has been repaired on two previous occasions, and I am fairly certain that issues will continue. 

  I don't feel like your message addresses any of my concerns, or presents a reasonable option. There is really no reason why a $5000 machine should be inoperable after only a year of ownership, and two uses at best. You are putting the responsibility to address a customer concern on the backs of a small business (my dealer) and thats shameful. Your customer service is unreachable, I've spent countless hours on hold and when/if I do get transferred I am met with a rude, and dismissive response. 

  I understand the purpose of a warranty, and I realize what my warranty covers and what it does not. I know that I can continue to repair my machine under the warranty, but my issue is beyond that. My machine should not be needing these repairs after two uses. My concerns, as a consumer and as a customer of cub cadet, should be heard with respect.  

  A $5000 machine may not seem like much to you, but having wasted $5000 on a machine that is inoperable,  incurring expenses to maintain a lawn otherwise, spending countless hours on the phone is unacceptable. 

  
  

  Business response

  06/11/2024

  Good Morning ******** *****,
  
  We’re sorry to hear that you feel that we did not address any of your concerns in our previous response to your BBB complaint. Your equipment comes with a 3-year warranty that covers defects in workmanship an material, and is explained in detail on your warranty declaration page, and we do stand behind our products and warranties. 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. For your reference, here's some additional information about backordered parts: *********************. Our records indicate that we have extended your warranty to compensate for the time the machine was at an authorized service dealer for repair, and that the pick-up and delivery fee was waived as a courtesy from the authorized service dealer. The replacement transmission will be delivered to the service dealer within the next week or two and will be repaired under the warranty. As we explained in our previous response, we understand equipment issues can be frustrating. Unfortunately, we are not able to reimburse or replace a machine unless the authorized service dealer determines the machine is unrepairable due to a manufacturer defect. If you would like to discuss this in more detail, 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.
  
  Let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by Stanley Black & Decker

  Customer response

  06/11/2024

   I am rejecting this response because: this is unsatisfactory. The only assistance i've been provided thus far is from my authorized dealer, as you noted in your response to me. The dealers has waived the fee to pick up my machine, however, I incurred a fee and arranged travel the first time I brought the machine in for repair.

  So far, Cub Cadet has done nothing but provide excuses. You keep reiterating that my machine is under warranty and I am to sit tight and wait for the authorized dealer to repair my machine, while we wait for a backordered transmission. However, you haven't offered any assistance in the interim. I've already stated numerous times that I've been incurring costs to maintain my lawn as I wait for my machine to be repaired (and while it was repaired the 2 times prior).

  I've left messages and pleaded to speak with a supervisor, and I've left my contact information so I am confident you have the means to reach out to me.

  
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  august 12 2023 purchased gas powered string trimmer with 2 year warranty may 30 ********************************************************************************** a list of approved waranty service businesses i called each business recieving the same answer--we will work on your machine at your cost but will not do warranty work for troybilt now when i call they put me on eternal hold and will not answer my questions the paperwork that came with the purchase had 2 years warranty in bold letters now thay are not honoring their word just bold false advertising

  Business response

  06/06/2024

  Good Morning ***************************,
  
  Were sorry to hear that you did not receive the answers you were looking for from our customer support team, and that youre having difficulty finding an authorized service dealer to repair your equipment. Please respond to this with your factory model and serial number and a copy of your proof of purchase. We want to assist you with resolving this matter as quickly and efficiently as possible. Once we receive your response with the requested information, we can move forward with issuing a reimbursement.
  
  If you have any additional issues, feel free to contact us at **************. Please reference your case number 09616611.
  
  Sincerely,
  
  MTD Products by ************************* & ******

  Customer response

  06/11/2024

  info requested already in mtd case file   will give it again model tb 25cc gs trimmer  serial *******  purchased at menards 08/12/2023 representative ************; ticket number ***** 02 3893

  Business response

  06/12/2024

  Good ***********************************,
  
  We apologize for any confusion, however, we do not have any record of communication with you in our system prior to your BBB complaint. Your case number with us is ********. Can you please respond to this complaint with a copy of your proof of purchase, as well as your factory model and serial number. Both of these numbers will be 11 digits in length and will be located on a small sticker on the trimmers starter housing. The model number will begin with a 41 or 42.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by ************************* & ******

  Customer response

  06/12/2024

  i sent the required info in an email june 11 2024

  Customer response

  06/12/2024

   I am rejecting this response because:
  
  warranty has not been honored by the manufacturer

  Customer response

  06/14/2024

  mtd falsely advertises 2 year warranty but has no service centers to supply warranty service because mtd does not pay enough so when a purchase is made the expense is now tne customers    VERY MUCH FALSE ADVERTISING

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I put in an order for a new axle for my walk behind lawn mower on 5/28/2024 which was listed as in stock and selected the standard 3-5 business day shipping option, my order number is M1431298P1. Last week the order status listed "Not Shipped" and when I checked the status yesterday evening the order date has been altered to 6/3/2024 and the order status is now "Null". I can't track the order through their automated phone system because it only accepts numbers and my order number also contains letters. I was on hold for close to 30 min today waiting to speak with customer service and never got anyone in that department. "****" in the live chat was no help and could only tell me he thought it might ship out in the next couple of days.

  Business response

  06/06/2024

  Good Morning ****** *****,
  
  We’re sorry to hear that you had a negative experience with our customer support team, and that you did not receive the answers you were looking for. Our website is currently experiencing some issues in regard to stock status and shipping times. Our IT department is aware of the issue and actively working to correct it. It looks like the part was on backorder at the time you placed your order, and is back in stock as of 6/5/2024. Your order will ship out within the next 1-3 business days, and you will receive email confirmation with your tracking information. Once the order has shipped, please allow 5-7 business days to receive the order, as that is our accurate time frame for standard shipping. We apologize for any inconvenience or frustration this may have caused you, 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

  06/08/2024

  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

  06/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Put an order # M1432681P1 in on 6/1/24 for craftsman lawnmower replacement bag frame. Was easy to place order with absolutely no indication that the frame was on back order. Went to website twice to check order with shipping notice as null I called customer service twice and waited on hold ****** minutes. I tried to live chat with someone and absolutely no indication I was chatting with real person. My CC had pending charge in full and now is no longer there with no $$ pulled. My order should be canceled!!

  Business response

  06/05/2024

  Good ********************,
  
  Were sorry to hear that you have not received the answers you were looking for from our customer support team. Our records indicate that the grass bag frame was on backorder at the time you placed your order. The part was restocked on 6/4/2024. Unfortunately, your order is past the point that it can be cancelled and will ship out within the next 1-3 business days. You will receive the order 5-7 business days after that, and also receive email confirmation once the order has shipped, and it will include tracking information as well. An authorization hold is periodically placed on your credit card to ensure funds are available and drops off a few days later. Funds will not be withdrawn from your account until the order has actually shipped out. If you no longer need or want the order, we would encourage you to follow the instructions on your packing slip and return the order back to our warehouse. Once we receive the order back into our warehouse, we will begin the credit process. We apologize for the inconvenience.
  
  Please let us know if you have any questions or need further assistance.
  
  Sincerely,
  
  MTD Products by ************************* & ******

  Customer response

  06/13/2024

   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.

*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. ↩