MTD Products

I purchased a craftsman edger from Lowe’s on 09/02/19, and had not tried to start it since in purchased it until January of this year. Took it back to the store and they advised that I had to contact craftsman. Craftsman advised that I need to contact MTD . MTD gave me a list of repair shops to take the edger to and advise them that it would be a warranty repair. Brought the edger to Hoyts cycle shop in Thomasville, Ga and the lady advised that I would need my paperwork showing that I purchased the equipment and that I would have to pay a $50 shop fee just in case MTD did not honor the warranty because the equipment had been used. I either want MTD to repair the edger or send me a new one

Poor customers service. I bought an LX2 XT42 lawn tractor in November of 2018. I contacted customer service regarding a manufacturing defect in the tire of my lawn tractor. The bead of the tire has a 3/4 inch chunk missing from it. After contacting customer support and being sent to the local repair shop I was informed this was a wear and tear warranty item and outside of warranty. I tried to dispute the resolution. I contacted Cub Cadet support by phone two times and on their online chat. Their live support team was incredibly rude and unwilling to allow me to submit a dispute for a defect that came directly from the original manufacturing and was not caused by wear and tear.

After this event I attempted to post my comments on customer service on their web page https://www.cubcadet.com/en_US/lawn-and-garden-tractors/xt2-lx42/13AJA1CS010.htm...⇄ but was told my comments were moderated. I am now attempting to understand how my factual account violated their customer feedback terms.

The product itself runs fine, but the corporate support and warranty team has a total lack of professionalism.

we purchase Cub Cadet 3 Stage snow blower (model: 31AHJDVA756, S/N: ***) on August 19, 2019 during tax free weekend from ***. On Dec 2, we used first time to remove the snow. The snow blower was started, but did not blow any snow, and make grinding noise. so we turned it off and shoveled the wet snow by hand. Then we called *** to explain the situation, they simply told us the return policy is 30 days, the protection plan is within 90 days period and stating our equipment no longer has anything to do with ***. We contacted MTD LLL to describe the issue: 3 out 4 shear pins were sheared when the snow blower only moved 1 foot . They told us we manufactured the machine, not repair the machine. Please talk to you repair shop and they believed the cause of broken shear pin is heavy snow. and direct us to replace shear pin. After further inspection of the machine, we found the auger on the left is out of shape and interfere two impellers in the middle to cause 3 shear pins to be broken.

We phoned *** Equipment who is their authorized repair shop to move forward with the repair process, they told us pick up service is not included even though this is a brand new machine and seems it's mfg defect. I sent the picture to them trying to explain the issue they said we need to negotiate with manufacturer. So we called MTD again this morning (Dec 3) to convince them it's manufacture defect, they need to cover all the cost including shipping and transportation and told us again they are not responsible for repair and their warranty doesn't include transportation.

This is very expensive snow blower $1440 and it's broken during the first couple seconds from the first use. Then we have to spend $150 dollars for technician to come in for inspection, then take the snow blower back to shop to repair. The lead time is unknown. We lived in Boston area and already had two major winter storms on Dec 2 and Dec 3 and can't survive without good snow blower.

This product has quality issue and manufacture does not even want to see a photo to recognize the issue. MTD is not accountable and respectful to their customer and their product's quality doesn't meet our criteria at all and cause so much inconvenience to our life. We would like to pursue to get our money back from *** or from manufacturer and will find other good quality snow blowers.

I have club cadet side by side. it has something wrong with it clutch in tramission is slipping and only why to fix it new parts then will have to it in low gear only.it to loud vibrates and will blow motor up they to fix it right or give back money.

I was one among the few who bought the new 30” Troy-built electronic riding mower on Fall 2018 (Model No. ***1-Serial no. ***). Due to the unavailability of the mower in ***s in Maryland, where I live, I bought the mower from Tennessee, which was the nearest available location, and spent around $500 to transfer it to Maryland. However, since the beginning, the mower showed various error codes and failed to operate frequently, but it worked soon after I switched it off and on again for few times. I stored the mower during the winter according to the manufacturer’s instructions. On Spring 2019, after I used the mower couple of times, I noticed that the battery was draining very fast (drained in 38-40 minutes in contrast to their claim that the battery should run for one-hour).
Suddenly, on July 2019, although the charge port door was closed, the mower failed to operate and showed a new error code “Close charge port door”. This error was consistent and I could not operate the mower. As a result, I contacted ***s who referred me to the manufacturer because it is under the warranty (it came with three years manufacturer warranty). When I contacted Troy-bilt, they asked me to take it to one of their authorized service centers.
On July 26, 2019, I took the mower and its charger to one of these authorized service centers, ***, Inc. (located in ***). The lady who received the mower claimed that it would take couple of days and she asked for $50 as a deposit (to be refunded if the repair covered under manufacturer warranty!).
Since then, I have contacted the service center dozens of times for follow-up without success. Each time they told me that they will call me back because the person who answered the phone didn’t know about the details of my claim. I also visited their service center one day and received similar answer! As a result, I contacted the Troy-bilt customer service around mid-August to escalate the issue but they told me to solve this issue between me and the service center! I asked to speak with a supervisor but *** neither answered his/her phone nor call me back.
On September 18, I contacted the Troy-bilt customer service to follow up with them, however, I surprised when the customer service representative told me that there was no warranty claim on their system for my mower’s serial number! This time, the representative provided me with a case number (Claim number ***) and he asked me to contact their authorized service center, personally, to fax the paper work!
I called the service center and explained to them that Troy-bilt hasn’t received any warranty claim! This time, they referred me to a person who told me that she will call me back. However, as previous times, no body called me back.
On the first week of October, I visited the service center for follow-up and to find that person. She didn’t provide any explanation for why they kept the mower for more than two months without sending a warranty claim to the manufacturer. She failed to find my documents on front of her and she asked for my own papers to make copies again. I provided her with my case number at Troy-bilt and asked her to send the report and other paper work to Troy-bilt. She promised me that she will contact Troy-bilt.
One week later and for the first time, I received a voice mail from the service center. When I called back, they told me that they just received the schematic diagram for my mower (more than two months after they got my mower!) and they will need more time so the mechanic can take a look. They asked me to be patient, especially that we are at the end of the season, or I can get the mower as-it if I don’t want to wait, but they will not refund the $50 deposit (again, more than two months after they got my mower!).

Today is Tuesday October 29, 2019, I completed more than 3 months and finished the mowing season without my mower.

I bought a Cub Cadet snow blower and it wasn't running right from the first day I started it up. I called their customer support and they said the noises it was making were normal. The warranty period is three years. A year and a half later, I came home one day and the gas tank was emptied onto the floor of my shed. I took it in for service. The guy said it was surging abnormally, and that there was a speck of something in the carburetor which most likely wasn't doing anything. He said it needed a new carburetor and gaskets totally over two hundred dollars. I am very finicky about the gas I use and keep it very clean. The company is refusing to back up their warranty and blaming everything on me, despite the fact it was making noises which turned out not to be normal from day one, and they lied to me about it claiming it was normal.

I purchased a cub cadet riding lawn mower on 6/9/2016 from tractor supply in luray va. 22835. on or about 9/10/19 the mower caught fire on my wagon almost in gulfing me. it burned the mowe ,to a total lost and 50% of my wagon was burned,I call cub cadet and filed a complaint, the give me a case # 04916270 they advised me they did have a problem with there zero turn mowers catching fire but not my model, I send them pics. 4 times they said they didn't get them and stop responding to my complaint.

MTD refuses to warranty deck on Craftsman T130 Riding Lawn Mower despite service center requesting it be replaced under warranty. Sam from Technical was very unprofessional in conversations on the phone and made several false accusations. MTD made several false claims regarding the service center (***) supposedly not having entered a warranty claim - also Sam in Technical support falsely accused the rider having been abused by mowing concrete.

Matt from Customer Service was excellent though.

Would like for MTD to release all phone call recordings to the Revdex.com so that the Revdex.com is aware of how representatives from the company behave.

Additional information available to Revdex.com by request if needed.

Their customer service in their finance department is inconsistent and does not follow through with what they say they will do. I financed a zero turn mower with zero percent financing, I have consistently made my payments beyond the required amount and before the due date. They applied those payments during the same billing cycle and then charged me late fees!!! I called them about this and they told me that as long as they didn't receive the payment before a certain date, then I would not be assessed a late fee. I followed the guidance given, then I was assessed another late fee because they received my payment to early!! I called again and spoke with a representative who said she would remove the late fee and told me a different date for the billing cycle. This month's statement showed that she never removed the late fee and did not fix the discrepancy and I was charged another late fee. This is a horrible way to conduct business, especially if a company wants repeat customers!!!!!
Jonathan S

Less than one year after purchasing a Troy Bilt self-propelled push mower, it seized in the middle of my mow on its fourth use in its entire lifetime. I have a very small lawn (It takes approximately 15-20 minutes to mow). After it stopped in the middle of my mow, I checked the gas, checked the oil (both were full and clean). I could not figure out what happened. My neighbor, who is a mechanically-inclined attorney, came over and did some additional troubleshooting. He too checked the gas and checked the oil. After looking at the owner’s manual and watching a couple YouTube videos, there was clearly not an easy fix. Since it was under a year old, he suggested that I contact the manufacturer as it is covered under the warranty. Later that day, my boyfriend, an auto mechanic hobbyist, came home and he looked at the mower (he is also the one who put the mower together and added the briggs and stratton engine oil that the mower came with, etc only a few months prior). He checked the gas. And checked the oil. He said he had trouble reading the oil on the dipstick at first because the oil was so clear. He too, agreed, whatever caused the engine to seize would be covered under the warranty.
I contacted MTD, the manufacturer of Troy Bilt, and I was told that the only “repair shop” in my County that is contracted to work on their products for warranty defects is *** in Monroe, WA (approximately 30 miles away and 1 hour drive).
I do not have a truck so my neighbor drove me to drop off the mower at T&C. At that time, Micah, did a preliminary diagnosis and said that there was no compression and that it will more than likely be covered under the warranty. I paid my deposit and Micah also told me: “Do not call us, we will call you” upon dropping off mower. I never received a call back at all. After 3 weeks, I called and heard Mike’s “bad oil” scam. That might work on some people, but not me (and a brand new mower).

In an effort to avoid honoring the warranty on a brand new mower (less than 2 hour cumulative use in its entire lifetime), T&C REMOVED THE CLEAN OIL FROM MY NEW MOWER & REPLACED IT W/BLACK DIRTY OIL!!! I have 2 independent witnesses that saw the mower after it seized and checked the oil (as did I) prior to dropping it off at T&C. One being my neighbor that drove me to drop it off at T&C. Both witnesses commented on how clean the oil was.

There was no question in my mind that the store MTD required me to take my new mower to was engaging in fraudulent and deceptive business practices. A mechanic friend of mine took it apart for me and examined it. It was confirmed with 100% certainty that T&C removed the clean oil and replaced it with dirty oil. He noted that when rubbing his finger on the piston covered in dirty oil the clean metal shows through. This means that the clean oil was lubricating the compartment when the black oil was dumped in.

He found that the rod broke, which was more than likely a result of a crease in the manufacturer’s mould that created an imperfection that was bound to fail. He confirmed that it was a manufacturer's factory defect that should have been covered by the warranty.

The big question was, “Why would T&C scam me?!” Well, I also learned the repair shop receives a bonus or kickback from MTD for limiting the number of warranties it accepts.

When I contacted MTD, I was told “they [T&C] are our eyes and ears and we have to go off of what they tell us....”

The shop MTD required me to take my brand new mower to did not properly diagnose the issue, in fact, they did not even take it apart at all. All they did was drain the clean oil and replace it with dirty black oil.

MTD refused to honor their warranty and they directed me to take it to a shop that is corrupt and dishonest and motivated in their avoidance of honoring warranties.

I have the original receipt for my mower. I would like my money refunded and to return it.

Their customer service and warranty is trash. They lie about covering manufactuer errors. Any issue you have they will find a way to tell you its your fault and warranty doesnt cover it. Do not buy from them The mower shop even told them our drain plug had not been tampered with which means it was Sy craftsmanship and they still refused.

I purchased a Remington weed wacker and it stated I have a 2 year warranty. 1 year in weed wacker quite working. When I purchased the weed wacker new it highly recommended to use the premixed gas. I have ran nothing but the sunoco 40 to 1 premix. That is purchased at my location home improvement store. I took the weed wacker to one of their service centers that their wed site said to take it to. The service center contacted MTD for repair but denied the repair claiming I used straight fuel. I know for a fact I didn't because of the fact I did what the owners manual recommended of premix formulas. The refuse to make good on their warranty. I guess when a company gets so big the can just run over the consumer. I will never buy anything MTD again. And will take my business elsewhere if this is how Im going to be treated. I will start buying my stuff in the future from echo. MTD competition.

I purchased a snowblower made by this company, MTD that has plastic rims under recall due to the hazard of them exploding causing severe injury or death. I called the recall line to file my claim to recieve a new set of rims a d tires made of steel that do not explode. They refused to honor the recall, so I am still at risk of injury, so is anyone else whoever uses the unit in the future, or if I ever sell it. The model number of the machine was Craftsman by MTD model 247.88700 I have the serial number. They specifically refused the recall, because I made a claim in the past for my other snowblower for my other property. I own more than one, I just purchased the second unit. It has the rims that are at risk of exploding, I compared them to the first set they covered that I removed, their exactly the same. They said they flagged my unit so that I can never make the claim on it in the future. I am at risk of injury!
I would like a new set of rims and tires for my family and I's Personal safety as well as othere around!

Purchased Craftsman T130 from ***, had unit delivered with scratches on it, was advised that's how they received from manufacturer. Used it to mow lawn a handful of times. when I hit about 4.5hrs on the motor it started to smoke profusely when starting. sent in for service, service center said oil was overfilled from factory and had to replace seal on front of motor and potential motor damage (piston seals). still smoked upon receiving unit back. Unit is back at shop now for possible motor issue since it still smoked profusely after starting but shop couldn't find the source, so they said I need to take it back how it is. They are on vacation this week, so I have to wait until next week for them to deliver it back to me. purchased middle of April. didn't even last a full season. tried contacting Craftsman (MTD) via phone and Twitter. phone support said I have to pay to bring it to the shop (which I did, $30 + paying someone else to mow while I'm without my mower). they stated they could not assist further after I received it back from shop still damaged. online support (Twitter) gave me the same phone number to call, then gave me an email address that wasn't even for the right department. they asked for my email address on August 5th so they could "have someone contact me right away". I asked yesterday (August 13th) why I haven't been contacted yet, and today I was asked again for my email address, when it was written right above their message. they aren't reading the message, just stalling to finish up the 12 month warranty. *** told me that because I didn't buy a warranty on day one, if I tried to purchase one when I had the problem (when unit was less than 3 months old), it would be significantly more money. I will not be making any future Craftsman (MTD) purchases, as well as *** purchases, as I have not been able to get in contact with anyone with the ability to issue RMA to allowed me to replace the unit.

I purchased a new Troy Bilt zero turn mower in 2015, serial # 1A285H10062, Model #17ADCACT066. It was delivered through their outlet Lowes. Recently I had two flat tires on the front of the mower. I removed the two tires and took them to Americas Tire(A-T) for repair. The representative at A-T called the manufacturer of the tires, Carlisle Tire, and confirmed that the tires were actually manufactured in 2002. The A-T representative told me they could not patch the tire because they were over 10 years old. I would expect that maybe a 2014 tire would be on the mower when new, but these tires were already 15 years old when I bought the mower new in 2015. This would appear to be misrepresentation on the part of Troy Bilt/MTD. I am asking that I be supplied new tires that I can actually get repaired, even if they supply 2015 tires. The case number supplied to me by Troy Bilt is case# ***. None of these tire shops will repair a tire over 10 years old, and these tires were 13 years old when I purchased as represented as new.

In March of 2019 we purchased a Bolens mower from ***. On 07/12 my husband started the mower and immediately a giant chunk of metal flew out of it and through our double pane window into the house. Upon inspection we realized it was a piece of the shaft that connected to the blade. We contacted MTD immediately to file a claim. The representative was very helpful and we submitted pictures of the metal piece and where it came from the mower. The rep submitted the case to risk management. 4 days later we got an email advising us to take the mower to a local shop for inspection. We did so on 07/18. We have called the shop many times since and never received an answer or call back. I called customer service on 07/23 and informed a rep that we haven’t heard anything and can’t get in touch with the shop. After placing me on hold for some time she came back and apologized, said it was an insane case, and that she was submitting another email to risk and would contact us each day to follow up. After 2 days of not hearing from her I called back and that re said there were no notations on the report and put me on hold for another 15 minutes to research and try to get in touch with the shop. I got disconnected during the hold and called back and asked to be transferred back to that rep. I was placed on another 10 minute hold and that rep came back saying that I should wait and hear from risk in the next 1-2 weeks. He then tried to contact the shop and said he couldn’t get in touch with them. He interrupted me multiple times and I did not feel he took the situation as seriously as he should have. I’ve had a hole in my window for 2 weeks now and no sign of getting it fixed anytime soon according to this rep. A month is a ridiculous time frame to put together a course of action.

Company keeps promising to replace defective hose on power washer that was used only 4 times. I have been in contact with them 6 times since June 21,2019 and one week I'm told it's been shipped then the following week I'm told it's on back order this has gone on since June 21,2019. Today July 19,2019 they told me that it has been upgraded to a tier #2 to see if if can get this replacement hose any faster. Thank you for any help Bruce

This tractor has been a Lemon since we got it. The first year the engine was replaced. We since have replaced plugs,drive belts,tires, the deck is falling off and won't run long enough to complete 1 lawn mowing. Much time and money have been put into this tractor that clearly is not a good product. It was a $3,000 mower twice what we pd for our craftsman that ran with no issue for 20 yrs. It has also caused much stress and $ worries after spending that much and do not have a mower that will run. I am submitting this for my husband who suffers depression and I am concerned for him. The owner of the business purchased from is the head of board for our county and Kreg works for *** and does not want to push it with them and lose his job. I finally got sick of this and submitted complaint with you. I have contacted both in the past with no luck.

I purchased the Bolen Model 11A-020W765 lawn mower on 8/24/2018. I used the lawnmower three times to cut my 10X12 back yard in 2018; I used the mower in April of 2019, when I went to use it in May, the mower would not start. My coworker and I checked the spark plugs, the gas, the oil and tried to start it again but it would not start, I took the mower to *** on 6/22/19 where I purchased it and they told me it was under a limited warranty and I would have to sen it out for repairs. I requested that I receive a call before any repairs were done and that I would not pay any charges since the mower was not a year old.
I received a call from *** on 9 July saying I needed to pay 87.78 to pick up my mower, the repair fee

I ordered a lawnmower in June. If was delivered by UPS on June 28, 2019. It was missing a few necessary parts-gas cap and two wing nut adapter. When I called on the 28th, I was told he with send it out that day. I called on July 2nd and was told it with was given to UPS to be shipped today. I am upset as one of their workers promised me speedy service. Another one hung up when I asked to pay for overnight service. Now I am told it may arrive next week. No one should be treated with such rudeness. Service is lacking. They wanted to charge me $27 to ship UPS overnight but because of the holiday I won't get it til next week. Please investigate this issue. It wasn't my fault their warehouse worker sent me a lawnmower with missing parts. Meanwhile my grass is higher than my shin height.