Business Profile

Lawn Mowers

MTD Products, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

352 total complaints in the last 3 years.
114 complaints closed in the last 12 months.

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

Initial Complaint
Date:07/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a Cub Cadet riding lawn mower back in October of 23 it has a 3-year or 120 hour factory warranty. May of 2025 mower had 99 hours on it mower quit running would not start took it to dealer dealer looked at it dealer sent in a factory claim to Cub Cadet and to Briggs & Stratton engines both companies denied the claim. From what I was told from the service manager is the rod from the crank to the cam is not getting the proper lubrication it was full of oil it had the oil changes done on it and they was told kept it at and Briggs and Stratton was told that it is not the customer's fault it is the motor and an internal problem if you check the website for better Business bureau you will find there are several complaints about the motors in each mowers that is causing this problem and they are not standing behind the factory warranty to fix the mowers I've been out almost $6,000 on buying a new mower and getting people to mow the yard until I got the mower due to the fact that Cub Cadet and Briggs & Stratton refuses to fix the mower I would like to know why when it's the motor that is faulty
Business Response
Date: 07/18/2025
Good afternoon ****** *******,

We’re sorry to hear that you didn’t receive the answers you were looking for from our customer support team. Your equipment came equipped with a minimum 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. Unfortunately, we are not able to reimburse or replace the equipment unless it is deemed unrepairable due to a manufacturer defect.

Your engine does come equipped with a separate minimum 2-year manufacturer warranty. If this is an engine related issue, you will need to contact Briggs and Stratton directly by calling ************** or by visiting their website at Lawn Mower Engines | Outdoor Power Equipment | Backup Power Solutions | Briggs & Stratton. If you have any questions regarding warranty coverage, we would encourage you to refer to your warranty declaration page, or, give us a call at ************** and reference your case # ******** once you are connected with one of our customer support advocates.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 07/21/2025
[[BBB transcription via email]]

I do know that crown powered equipment out of higginsville Missouri reached out to Briggs & stratton's motora for the warranty on the motor they was advised to take pictures and to send it a claim. They took pictures they sit in the work order stating what was wrong and what happened within 3 minutes Briggs & Stratton declined the claim they contacted Cub Cadet Cub Cadet declined the claim stating it was decided from up above and that's the way it was thank you

Business Response
Date: 07/22/2025
Good afternoon ****** *******,

We apologize for the inconvenience and any confusion. As we explained in our
previous response, your equipment comes with two separate warranties, one for
the equipment, and one for the engine. Due to this being an engine related
failure, the claim was filed with the engine manufacturer, and not us.
Unfortunately, we do not have the authority to override the decision the engine
manufacturer made in regard to their warranty guidelines. We would encourage
you to contact Briggs and Stratton directly 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
Date:07/16/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a riding lawn mower 3 months ago. I used it 3 times and it started blowing a 20 amp fuse. Cub Cadet told me which repair shop to take it to for warranty work.
The repair shop used an oversized 30 amp fuse and ran the mower for an hour.
I asked Cub Cadet to do one of the following:
- Warranty the electrical system for any future electrical damage (because their shop used an oversized fuse)
- Replace the mower with a new one (my mower was brand new when I took it in for repair)
- Refund my money so I can buy another mower.

I have been using a push mower for the last 3 months which is extremely bad for me. I am in stage 5 kidney failure and used all of my savings to buy this riding mower.
Business Response
Date: 07/18/2025
Good morning ****** *****,

We understand equipment issues can be frustrating, and we want to assist you
with resolving this matter as quickly and efficiently as possible. Our records
indicate that you spoke with one of our supervisors Jacob, and it was
determined that we will reimburse you for your equipment. We have received your
proof of purchase, and the reimbursement is currently in progress. If you have
any questions or need to discuss this further, we would encourage you to give
us a call at ************** and reference your case # ******** once you are
connected with a member of our customer support team.

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

Sincerely,

MTD
Products by Stanley Black & Decker

Customer Answer
Date: 07/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
A refund works for me. I am satisfied. Thank you for your assistance.
Initial Complaint
Date:07/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a cub cadet XT1 lawnmower 2 years ago, with less than 100 hours on the machine, followed the maintenance and changed oil at 50 hours, then again at 80 hours due to use, while mowing the engine locks up, dealer informs me they are denying warranty for lack of lubrication, when the oil level was full, as I’m an automotive master technician I know what happens when engines run low on oil, after seeing pictures of engine torn down and doing research online I’ve found multiple other people across the nation with the same issue as me, also can’t get ahold of anyone who can give you any answers and when you do talk to them they say they can’t see the case and they give you any answers email address that doesn’t work to send info to them on, I have evidence on all of this, all I want is my engine replaced under warranty that I paid a lot of money for.
Business Response
Date: 07/16/2025
Good afternoon *** **********

We’re sorry to hear that you did not receive the answers you were looking for
from our customer support team. We currently do not have a customer support
email address. If you need to speak with someone you will need to give us a
call at ************** or by utilizing our Live Chat feature at
******************

Your
equipment came equipped with a minimum 3-year manufacturing warranty, and we do
stand behind our products and our warranties. Our authorized service dealers
handle all of our warranty claims and adjustments and can work directly with
our customer support to fix the problem. As long as one of our dealers says
that this was a manufacturing defect and files a warranty claim, we are happy
to cover the repair charges. Unfortunately, we are not able to reimburse or
replace the equipment unless it is deemed unrepairable due to a manufacturer
defect.

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.

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

Sincerely,

MTD
Products by Stanley Black & Decker
Initial Complaint
Date:07/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Craftsman Trimmer from Lowes on September 25, 2024. It stopped working on/or about December 17th of that year. I wanted to return the item but was unable to do so because my work takes me out of town frequently. I have since returned home (June 2025) and tried to return the item. Lowes would not take it (because it is past 90 days) and stated I needed to contact the manufacturer. I did so and was told to take the trimmer to multiple locations, four in total (over 90 miles, 3 hours driving total). The item has a 2 year manufacturer warranty. Each place refused to work on/evaluate the trimmer. Craftsman is refusing to reimburse me stating they must have written notice from an authorized dealer. How am I supposed to get this if the dealers refuse to work on the device? I am not driving over 100 miles to a service center, and paying out of pocket, as Craftsman stated reimbursement of charges at a local service center (Not authorized by Craftsman) is NOT guaranteed. All of the service centers provided by Craftsman have refused to work on their products. I have driven to their "Craftsman Authorized" dealers in ********** (**** ** *** ***), ***** ******* (*** ******** *****), and ********* locations (2 locations). None of them want to work on Craftsman Trimmers, stating "they are a piece of junk!", and "you should have bought an Echo". I reached out to Lowes Warranty department and had a representative contact Craftsman directly to acquire the written authorization for refund. They refused to give it stating "it doesn't matter how far he has to drive, we need the written evaluation before we will give the authorization". "I can provide him a list of other locations, although they are a bit far away". I have spoken with 8 different Craftsman representatives (one of which claimed I never launched a case (Case #********) and he couldn't find one), and all have refused to give the refund authorization as of this date July 10, 2025.
Business Response
Date: 07/11/2025
Good afternoon **** ****,

We’re sorry to hear that you didn’t receive the answers you were looking for from our customer support team. Your equipment came equipped with a minimum 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. If you do not have an authorized service dealer in your area, you always have the option to go to an out of network dealer of your choice, and as long as it is determined the cause of failure was due to a manufacturer defect, we can reimburse you for the repair(s) with proper documentation(paid invoice). Unfortunately, we are not able to reimburse or replace the equipment unless it is deemed unrepairable due to a manufacturer defect.

If you are in need of pick-up service, discuss this with the service center. Transportation charges and service calls for warranty related services are not provided as a part of the manufacturer's warranty coverage. Please consult 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. We can offer reimbursement for the transportation cost as a one-time courtesy as long as proper documentation is provided(paid invoice/receipt).

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 07/12/2025
I am rejecting this response because:
I have tried on numerous occasions to have the unit looked at by both Craftsman authorized dealers, and private dealers. All have refused to look at or work on the unit. They state, "we do not work on Craftsman/Toro trimmers, blowers, etc.". I have driven more than 90 miles and wasted an entire morning trying to get someone to look at this trimmer. No one wants to waste their time. They continually say the trimmers are "a piece of junk". How can I get any type of warranty work or written description on the failure if no one will look at ti? There has to be something that can be done. Craftsman is just trying to avoid reimbursement for this failed device.

Business Response
Date: 07/18/2025
Good morning **** ****,

We understand equipment issues can be frustrating, and we want to assist you
with resolving this matter as quickly and efficiently as possible. As we
explained in our previous response, if you do not have an authorized
service dealer in your area, you always have the option to go to an out of
network dealer of your choice, and as long as it is determined the cause of
failure was due to a manufacturer defect, we can reimburse you for the repair(s)
with proper documentation(paid invoice). Unfortunately, we are not able to
reimburse or replace the equipment unless it is deemed unrepairable due to a
manufacturer defect. We do stand behind our products and warranties.

If you are experiencing difficulty finding an out of network dealer to evaluate
your equipment, you will need to give us a call and reference your updated case
# *********

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

Sincerely,

MTD
Products by Stanley Black & Decker

Customer Answer
Date: 07/19/2025
I am rejecting this response because:
This situation is going back and forth with no resolution. i will take the unit somewhere and have it looked at. If it cannot be repaired, i intend to seek litigation against Craftsman, including all expenses thus far for travel to and from supposed authorized dealers, as well as strict liability and breach of warranty.
Initial Complaint
Date:07/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased Troy built parts in two orders from the company’s website. None of the parts fit. I called company to confirm return procedures and returned all new products to them along with ups tracking numbers as requested. It’s been a month and no refund has been issued
Business Response
Date: 07/11/2025
Good morning ******* ********,

Our records indicate that we received the parts back into our warehouse on
6/17/2025 and your credit is currently in the queue to be processed. Our admin
department are currently working on credits/returns for the week of 6/11/2025.
Your credit will be processed shortly. Once the credit is processed, you will
receive the credit memo via email and it will take 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
Initial Complaint
Date:06/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In June of 2023 I purchased a Craftsman T2200 lawn tractor from Lowes. This lawn tractor was advertised with a 2/3 year warranty included on defective parts or assembly. The mower almost from the day I received it displayed poor running and carburetor issues from choke sticking to flooding. I was told that this was not uncommon and of no concern. The issue continually got worse until about a month ago when the carburetor flooded filling the crankcase with oil and the piston bore to the point of hydro lock and totally malfunction.I was told to take it to an authorized service location and provided them with a case number *******. Which had been provided to me by ***. The service provider advised me *** does not warranty carburetors after ************************************************ their warranty.I paid for the repair myself, 2 weeks later after having used the mower only once, the same problem is presenting itself. The carburetor is definitely defective and apparently irreparable, yet MTD is declining warranty repair, The initial warranty period as stated has now passed, yet the problem was clearly identified and *** declined repair PRIOR to warranty expiration.
Business Response
Date: 07/01/2025
Good afternoon **** ******,

Were sorry to hear that you didnt receive the answers you were looking for from our customer support team, and we understand that equipment issues can be frustrating. 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. Unfortunately, we are not able to reimburse or replace the equipment unless it is deemed unrepairable due to a manufacturer defect.

Your engine does come equipped with a separate minimum 2-year manufacturer warranty. If this is an engine related issue, it may be best to contact the engine manufacturer directly.

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

Sincerely,

MTD Products by ******* ***** & ******
Customer Answer
Date: 07/05/2025
I am rejecting this response because: this is the first time that I am told issues with the engine have to be addressed with the manufacturer of the engine. I did not buy the engine separately, and as such, it should not have a separate warranty from the seller's or MTD warranty. I have been trying to work with *** on the warranty for this mower for almost a year. I wonder now, which parts of the mower which may have failed are not covered by the express and implied warranty under which I purchased this mower. If I buy a refrigerator from a company, I do not expect a problem to be addressed as having to be resolved by the manufacturer of the compressor, it is a component of the entire unit which I purchased. I have looked into the Kohler engine warranty for this mower and found that ****** requires that the engine be removed and shipped to Kohler for repair. This is beyond ridiculous, it's a way for *** to sell a product with a purported warranty and a 'out' which is not explained at the time of purchase. It is quite possible that this is going to be an issue which I may need to have addressed with state or federal consumer protection agencies relative to false claims.
Lowes and MTD both advertised a 2 year parts and labor warranty on defective parts and manufacture, they still do so, they did not advertise that the warranty on engine issues was not covered by them.

Business Response
Date: 07/08/2025
Good afternoon **** ******,

We apologize for any confusion. As we explained in our previous your engine comes equipped with a separate minimum 2-year manufacturing warranty, and if this is an engine related issue you will need to contact the engine manufacturer directly. The authorized service dealer would have submitted the warranty claim to the engine manufacturer directly, not us. If you have any questions regarding warranty coverage for the either the engine or the manufacturer warranty, we would encourage you to refer to the warranty declaration page of your operators manual as well as the separate engine manual. If you would like to discuss this further, give us a call at *************** and reference your case # ******** once you are connected with one of our customer support advocates.

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

Sincerely,

MTD Products by ******* ***** & ******

Customer Answer
Date: 07/10/2025
I am rejecting this response because: after a year of contacting *** about this issue, the company only now, after it's warranty responsibility has ended, chooses to inform me that the Craftsman mower I purchased has a separate warranty provided by the engine manufacturer. The implied and stated warranty in advertisements states Craftsman warrants the mower. I have reviewed the current Craftsman warranty statement advertisements by *****, and nowhere can I find a disclaimer on warranty as handled by ******, perhaps they have it in very small print somewhere, however I can't locate it. Which leaves the question what other components such as the transmission, which as best I can find is not built by ***, have to be chased back to a separate company for warranty repairs. The repair facility has, after my spending $112 for a repair, determined that the problem with the carburetor is a manufacturing defect in the carburetor. The repair facility is waiting for ****** to warrant the new carburetor. The original repair which failed due to the manufacturing defect cannot be refunded unless MTD or ****** will pay for it, which, as best I can determine, while both companies insist efforts must be made to repair outside of warranty before they will warranty the carburetor, that cost is on me, they will not pay for it, which is contrary to the entire purpose of having a warranty. The 'warranty' from *** and ****** is essentially a fraud. I now have to decide which party or parties to bring an action against, one to protect not only myself, but the customers buying these ********************** in the future. ***** is engaged in misleading advertising on the warranty, Craftsman and Kohler both require proof that the failure IS NOT the fault of the purchaser, rather than in fact accepting that there is no evidence the purchaser has misused or abused (a proviso in warranty) the product. I do not accept MTD's effort to ***** responsibility for this problem.

Customer Answer
Date: 07/15/2025
My mower has been repaired, the shop determined the problem was a defective gasket in the carburetor, as such, something that should be covered under the purported warranty which has been sent to ****** as advised by Craftsman/MTD for the first time following my complaint to the BBB. However, please note, ****** as of today has yet to warranty the defective product for repair.
Initial Complaint
Date:06/27/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a brand new Cub Cadet ***** electric riding mower from a local Cub Cadet retailer. The day I arrived home with it, I backed it off the trailer and it died immediately. Come to find out the connection from the battery to the VCM or starter is poorly wired and game undone in the act of backing it off the mower. I reconnected the best I could and it started back up. After mowing 4 times with no stress to the mower, when I got on for the 5th mow , I drove about 15 feet and the mower randomly dies and will not restart. This was at 100 percent fully charged. I take the mower back to my local repair for service under the warranty to find out they have multiple of these mowers that have been brought back with the same issue and they are not able to fix them so they have to wait on responses from Cub Cadet. While I was waiting on the mower to be serviced I called Cub Cadet customer service to complain and ask for them to authorize the dealership to exchange the mower for a new one since it’s barely been used and already having issues. The first time I called, I was hung up on in the middle of talking and the second time I called the guy I spoke with acted like this is a normal occurrence that can happen with any mower brand and refused to even entertain the idea that maybe they should replace the mower as they are selling faulty equipment. After arguing for 5-10 minutes and getting nowhere the call was ended. Do not buy a Cub Cadet mower as they will not stand behind their products, especially their electric mowers. Not only is my dealership claiming repeat issues but anywhere you google online the same things are being said about this model. Yet, Cub Cadet acts like their is no issues that aren’t normal for all brands to have. By far the worst customer service I have received for something as expensive an investment as a riding mower can be. It’s not like I’ve had it for a year and it stopped, I can’t even complete my first summer with it and they won’t assist.
Business Response
Date: 07/01/2025
Good afternoon **** ******,

We’re sorry to hear that you didn’t receive the answers you were looking for from our customer support team. Your equipment came equipped with a minimum 3-year manufacturing warranty, and we do stand behind our products and our warranties. 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. Unfortunately, we are not able to reimburse or replace the equipment unless it is deemed unrepairable due to a manufacturer defect. If you have any questions regarding warranty coverage, we would encourage you to refer to your warranty declaration page.

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 07/08/2025
I am rejecting this response because:

********** Pro outdoor in ******* ** have sent their diagnostic to Cub Cadet and are still waiting on them to respond regarding them approving the repair so that parts can be ordered. When I called today to check on the status they said that Cub Cadet have not responding and my mower has now been with them 2 weeks to get repaired when again this was a brand new mower barely used. They also told me they now have 5 of these same mowers sitting in their shop waiting on Cub Cadet now. The fact that they can’t even get a response to fix the mower should indicate the horrible customer service. They even said they have a hard time dealing directly with Cub Cadet. I need a mower to finish the mowing season and at this rate I don’t think I’ll even get back my brand new mower before the season is over. I feel this should be replaced as it is obviously a defective mower.
Business Response
Date: 07/14/2025
Good afternoon **** ******,

We understand equipment issues can be frustrating, and we want to assist you resolving
this matter as quickly and efficiently as possible. Our records indicate that we
have one open claim from ********** Pro Outdoor on your equipment that was
submitted today 7/14/2025. If the service dealer needs assistance with
diagnosing or filing a warranty claim for your equipment, they can contact our
technical/warranty department directly, as well as reach out to their field
representative directly. The claim is currently pending review. Please allow a
few business days for our warranty department to review and process.

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

Sincerely,

MTD
Products by Stanley Black & Decker

Customer Answer
Date: 07/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:06/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 11 I purchased a Craftsmans Zero Turn Mower for $3257.08. On June 20, 20025, the mower would not crank. This mower has only been used to cut 5 yards every 3 weeks. Only non-ethanol gas is put in the mower and the required type of oil. When I contacted the authorized service I was told that the small engine repairman had died and that they could not help me. I reported this info and was told that they would start a replacement claim and I would need to send a copy of my receipt to a given email. I sent the receipt twice and I get a bounce back email stating the email is full. I called an they said that they know the email is full and I would need to try back in 48 hours. This is supbar service. I need a replacement asap. Lowe's refuses to get involved because it has been more than 60 days. I need assistance in getting Craftsman to refund or replace this mower as soon as possible. My yards are in need of cutting and I can't afford to pay someone to cut them. Please help me to resolve this issue expeditiously. Thank you.
Business Response
Date: 07/01/2025
Good afternoon ***** *****,

We’re sorry to hear that you didn’t receive the answers you were looking for from our customer support team. Your equipment came equipped with a minimum 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. Unfortunately, we are not able to reimburse or replace the equipment unless it is deemed unrepairable due to a manufacturer defect. You can find a service location here: ******************************************************************************************

If you are in need of pick-up service, discuss this with the service center. Transportation charges and service calls for warranty related services are not provided as a part of the manufacturer's warranty coverage. Please consult 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. We can offer reimbursement for the transportation cost as a one-time courtesy as long as proper documentation is provided(paid invoice/receipt).

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

Sincerely,

MTD Products by Stanley Black & Decker
Customer Answer
Date: 07/03/2025
I am rejecting this response because: This mower was over $3K and should not require major work after two months of minimal use. I will not be satisfied until this mower is replaced for a new one. I am making payments on a mower that can not be used. The service center is 40 minutes away and can not evern look at the mower for 3-4 weeks. This is not acceptable. Now I have to pay someone to cut my lawns. Also, I want this complaint sent directly to Craftsman corporate office. Their third party service department has no authority andrep eats the same canned answers over and over. I want to work directly with Craftsman. I will not be satisfied until Craftsman contact my local Lowes and authorize a replacement of the zero turn mower. I ask that BBB send this complaint to Craftsman as I requested in my initial complaint. Then someone from BBB informed me that it was being sent to a third party service for Craftsman. I replied that I wanted my complaint sent back to Craftsman. Thank you.

i
Business Response
Date: 07/08/2025
Good afternoon ***** *****,

We apologize for any confusion. As we explained in our previous response, unfortunately,
we are not able to reimburse or replace the equipment unless it is deemed
unrepairable due to a manufacturer defect. You will need to schedule an
appointment with one of our authorized service dealers to have the equipment
evaluated under warranty, and we do stand behind our products and warranties.

If you are in need of pick-up service, discuss this with the service center.
Transportation charges and service calls for warranty related services are not
provided as a part of the manufacturer's warranty coverage. Please consult 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. We can offer reimbursement for the transportation
cost as a one-time courtesy as long as proper documentation is provided(paid
invoice/receipt).

Our
service providers do strive to return equipment within 14 days. They need time
to inspect the equipment, provide estimates, order parts and repair the unit. Warranty repair service time can also vary with seasonal
volume spikes. This is standard for the industry when these unusual peak
seasonal surges arrive. If you have any questions regarding your warranty coverage,
please refer to your warranty declaration page.

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

Sincerely,

MTD
Products by Stanley Black & Decker

Customer Answer
Date: 07/14/2025
I am rejecting this response because:

This is a defect mower. I took it to your authorized repairer. The mower worked for two cuts afterwards and stopped working again. It is now with the repair service again and they are not sure what is wrong. I should not be having these issues for a mower purchased in April 2025 with minimal use. I am requesting that my complaint is sent to craftsman and ask for a fiull refund or replacement. This mower should not have electrical issues this soon. Please process my claim asap for replacement. I am amount to file a legal. claim with craftsman for lack of good faith for a defect mower.. Thank you.
Initial Complaint
Date:06/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have called this company numerous times to get a problem resolved. All I need to do is return a chainsaw to the local Lowe’s home improvement warehouse craftsman/Black & Decker / mtd is not willing to give me an RA number they gave me a case number I took it into Lowe’s like they said called the number gave them the case number and still wasn’t willing to give a RA number. All we need to do is return this chainsawand get a new one. I have a tree that needs to be cut up due to the storms that came through .
Business Response
Date: 06/27/2025
Good afternoon **** ******,

We’re sorry to hear that you didn’t receive the answers you were looking for from our customer support team. Your equipment came equipped with a minimum 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. Unfortunately, we are not able to reimburse or replace the equipment unless it is deemed unrepairable due to a manufacturer defect. If you have any questions regarding warranty coverage, we would encourage you to refer to your warranty declaration page.

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

Sincerely,

MTD Products by Stanley Black & Decker
Initial Complaint
Date:06/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a mower from home depot. On march 14th, i picked it yo on march 17th.I was told it had a 90 parts a labor warranty. The transmission went out after using less than 8 hours. I called and tge representative gave me a case number. They told me to take it to houlahans mower service in Wabash Indiana, within the 90 days. I took it there, they confirmed the transmission was out. I left it with the case number and the was told that mtd is not covering the unit because it was a discounted unit
Business Response
Date: 07/16/2025
Good morning ****** ******

We understand equipment issues can be frustrating, and 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 equipment was previously owned in 2022 and
purchased reconditioned and heavily discounted. The equipment comes with a
2-year warranty that is only valid with the original owner. If you have a
limited 90 day warranty, that was likely through Home Depot directly. This
information should have been provided to you from the retailer. We apologize
for any confusion, and if you would like to discuss this further, we would
encourage you to give us a call at ************** at your earliest convenience.

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

Sincerely,

MTD
Products by Stanley Black & Decker
Customer Answer
Date: 07/17/2025
I ordered a new transmission from mtd, they dont warranty BRAND NEW parts. It must be pretty lucrative to sell a bad product and not warranty them. I believe this should be forwarded to the consumer protection agency for a recall on the product design that doesn't last. This has been a valuable lesson for a senior citizen that's on a fixed income to be aware of!

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