MTD Products

I brought a brand new ride on lawn mower on June 26. It’s been defective from the initial purchase and I called Troybilt who made me locate a local service agent. I paid them $85 to pick up the Machine and fix it. Initially they said it was the relay switch that needed to be replaced. Almost two months later and still without my machine, I called yesterday August 20th and was told it was now the carburettor. They suggested since it’s been a while I can call Troybilt and see if they would send a replacement machine as the season will end and I never got to use the machine.

I called Troybilt and spoke to customer care who said I should just wait. I feel this is totally unfair as it is a brand new unused machine and I should not have to wait more than 6 plus weeks without an acceptable resolution.

Troybilt and MTD should see this is more than a warranty issue and that a brand new machine should be operable immediately and not keep referring me to warranty and to wait.

I purchased a mower deck on August 2,2020 with 5-7 day shipping. On August 10th I called the customer service number 3 times to check the status of my order. I waited on hold for 1 hour and 55 minutes the first time before hanging up frustrated without talking to anyone. I made 2 more attempts of 30 plus minutes each with zero sucess. That evening I received an Email with a tracking number stating that my package was scheduled for delivery on August 12. Well it is now August 19 and the package has not moved from its original location. I contacted UPS to file a claim and am told that they do not have the package. I'm more than frustrated at this point with the lack of customr service and support!!!

Product issue which leads to warranty issues which leads to customer service issues.
Just bought a zero turn 50" mower in April. Used it 6-7 times, and the rod holding the little wheels and the mower deck dropped down, impaled in the ground and started lifting the mower up and over. I reversed it quickly and got it down to the ground before it tipped me over backwards.
Scared the *** out of me.
Had to send it 30 miles away to an authorized repair place to get warranty work done on it. It has now been 4 weeks since I've seen the mower, but I'm still paying for it on my credit card. Called the repair shop. They took the pictures and filled out all the forms and sent them to Cub Cadet. They haven't heard from them yet. They can't proceed without authorization. I have called repeatedly and emailed whatever was available on their sites to contact. Phone numbers sometimes go through and sometimes say this number is no longer in service. Looked on line for corporate headquarters and customer service sites. Sometimes get the same message as calling, or this site is not available, or you get a generic choice with nothing else to choose.
When it first happened, I got ahold of customer service, talked to a nice man, he set me up with a case number and directed me to the nearest place to get it fixed. Since then I haven't been able to get ahold of anyone. VERY FRUSTRATING
Impossible to get ahold of, customer service is terrible, chaining the service departments with non responses and total lack of responsibility for your products and your customers.

Purchased a Cub Cadet Model 25B-262J710 Trim Mower from Tractor Supply in Newnan Georgia on 4/1/20. I have used this piece of equipment twice. I went to use it the third time and it would not stay running. After several attempts at trying to crank it discovered it was getting no fuel. Trimmer comes with a 3 year warranty so I called the customer service number and she advised me to take to an authorized warranty dealer for repair. They were back up with repairs so it took them 2 weeks (Southern Cart Services of Lagrange Ga) to even look at the unit. I received a call on 8/11/20 after they could not find my paperwork to inform me that the Carburetor was stopped up due to bad gas. I explained to the tech that I used the same fuel which was fresh in my zero turn Cub Cadet that I did in the trimmer and that the lawn mower was cranking and running just fine. I told him I looked at it before bringing to them and the problem was no fuel was even getting to the Carb. He stated it was not covered and to replace the carburetor would be 130 and some change. I also had to pay a non refundable 40.00 just to have them look at it. I then called Cub Cadet headquarters and spoke to a very rude lady who stated that they would not cover bad fuel under warranty, I explained it was not a fuel issue because no fuel was even reaching the carb. I ask to speak to a supervisor and was re routed to someones voice mail where I was forced to leave a message and hope for a return call, which I have not received as the writing of this letter. My last piece of equipment was a 4K dollar Zero Cub Cadet mower purchased from the same TS store that I purchased this piece of equipment from. I have also contacted Consumer Affairs about the lack of customer service and the refusal to honor their warranty by misrepresentation of the real problem. I would like a swift resolution to his matter as I have a 4 month old piece of equipment that is useless and the store only honors a 30 day return policy.

Bought Rm310 mower from Walmart on Apr 6, 2019. On 7/10/2020, the front axle fell off of the mower. I contacted MTD on 7/13/2020 about getting it repaired under warranty. They said it qualified for warranty repair and take it to a local repair shop that handled their warranty repairs.

After being at the shop for 4 weeks they finally call me and say it will be covered under warranty but the shipping for the part will be $20 dollars. I saw nothing under the warranty saying I would be responsible for shipping.

I called MTD on 8/11/2020 to ask about the shipping charge. I spoke to Frank who was the most condescending and worthless customer service rep I have ever spoke with who went so far as to say I deliberately damaged the mower. He said it wasn't their problem that the shop is charging me for shipping even though this shop is the one contracted to do warranty repair.

I spoke to the shop again and they said they are forced by MTD to pay shipping charge unless the order was over a certain amount. They went so far as to say they are cutting ties with MTD due complications in dealing with them.

I find this unacceptable and am now stuck with a defective mower.

Thank you for you're time.

I purchased a CubCadet (LT 42” XT1 1E190H40147) riding mower on June, 14, 2020 from Home Depot. On July 26, 2020, as I was cutting grass with the mower, it cut off. I immediately thought maybe I was out of gas, but I wasn’t and the mower is just unable to turn back on. I contacted Home Depot to notify them and see what could be done to replace or repair this item. Customer service was horrible and and implied that the purchase was made “a long time ago” although it was only a month and a half ago. They advised me that they only cover the first 30days. I feel this to be ridiculous and unethical because a mower for home/personal use will not be used but about 2-3 times, if based on average time that owners cut their lawn. These types of allowances are unethical, as the Company is unlikely to ever have to accommodate the consumer. I would like for Home Depot customer service associates to be courteous and motivated to assist customers instead of ever making the customer feel as if they are insane to expect help after a month of purchase. Also, the company should practice ethical business and examine their warranty for higher-priced items, verses leaving customers hanging on a limb with a huge out-of-pocket expense and a broken item.

Owned a Craftsman riding mower, completely broke after just 3 months. Brought the mower to an authorized retailer for warranty repair. Over a week later they have not replied to the mechanics on whether they are going to fix or replace the mower. Terrible customer service, avoid them like COVID-19.

A part that I received from you (grass catcher -walk behind push mower) is NOT the correct size and is not usable. I have repeatedly emailed you and you have responded that you are working on this request. To date you have failed to respond with any communication. Again, I am asking for a RMA number. Please respond. Case # *** Sincerely

I have a Cub Cadet riding lawn mower with 162 hours on it and the engine failed. I have nothing but praise for Kohler for stepping up and taking care of the engine and its issues, but I have no respect for Cub Cadet for not picking up the cost of repairs, as they state "we would just turn around and ask for Kohler to pay and they are already paying". They won't take responsiblity for anything to do with my lawn mower.

In addition to several calls to customer service, below is an email I sent to MTD but with no response from them.....

Order Number: ***
Item Number: 12AC03A6766
Part Description: Try-Bilt TB390 ES self-Propelled Mower
Price: $429.99

I need a response to this. I’m not satisfied and I’m angry and I need someone to call 1-*** and discuss this with my wife. That I tried to reach you to discuss several times at Customer Service (1-800-269-6215) and (1-800-828-5500) and was on hold 30 minutes plus before giving up concerns me.

The electric start doesn’t work. I need this resolved.

7 years ago for my 35 year service award I choose a Troy-bilt self-propelled push mower –w -electric start. I still have that mower and know that I took any opportunity to share my delight with family, co-workers, and others with how well it performed for me. I still have that mower, it still does a good job for me, and the electric start still works.
Before the Troy-Bilt, I was using and happy with the Toro self-paced, electric start push mower. I had three of these purchased one year apart. I kept one at my Mother’s house, another at my Mother-in law’s house and another I had at home.
But nothing lasts forever so I recently decided to upgrade and based on the quality and longevity of my first Troy built, I ordered another and had it shipped to me. Fast forward to now…..
• The mower was delivered in a box in poor condition. The box was worn, misshapen, and obviously had been re-taped. When the mower was removed from the carton the key was attached to the handle with a zip tie. But know that the top of the electric start assembly was missing. What I saw was an open cavity with the white push stem inside. Later I found the missing part lying loose inside the box. The part apparently fell out because the assembly body was not snapped together properly; the seam was gapped open so the detached part wouldn’t snap into place. I’m grateful that part didn’t get thrown out with the box.
• I charged the battery for 9 hours before using the mower. The electric start doesn’t work.
• The mower came with the handle collapsed on top of the mower for shipping. In this condition two bolts were threaded into the base of the mower to be removed and replaced when the handle was unfolded. These two 1/2"-20 bolts would not thread into the base. The depth (bottom) of the thread was oversize so either the bolts were machined wrong or there was too much plating. Visually the threads were torn, they looked bad. I had to run a thread die over the threads to correct, so any protective coating was removed. I’m very angry about that because the bolts when received would only engage 2 threads. This means the person that threaded those bolts into the body of the mower for shipping knew the threads were wrong but still allowed this mower to be shipped in that condition.
FYI, the operation of your self-paced handle bar pales to the Toro. It’s awkward and uncomfortable in comparison.
In closing know that the enthusiasm I had telling my family, coworkers, and others my delight with the performance, quality, and longevity of my first Troy-Bilt is gone. Replaced with disappointment in a product sent to me needing repaired and sent to me with I think was a known defects.

Bought GC720 TrimmerPlus Add-On Cultivator, Item#: 41BJGC-C902about a year ago, recently the blades on one side have come off and the unit does not tile properly. I was given an estimate to repair it and it cost more to repair it than I paid for it. Tired to get customer service to help but they argued with me and would not help.

I ordered part on june 30th, its now july 19, 3 to 5 business days for standard shipping were past that by far now... contacted them and all I got was a well look into it email...

I had ordered a part for my lawn mower and tried to cancel the order but company wouldn't answer the phone so after a few weeks of emailing a guy from the company called and said the order was canceled but the charges were still pending weeks later they mail the part and take my money

Unsupported warranty consideration for cub cadet part 631-05136B.
Purchased a SC 500 EZ push mower from Cub Cadet late 2016 with a 5 year warranty. Requested replacement part for broken plastic part 631-05136B from Cub Cadet Warranty Department at (877) 428 2349 on 13 JULY 2020. The warranty representative, Jim, indicated that it is 5 months out of warranty, despite the delayed purchase timeline.

this lawn mower has caught on fire twice once before the warranty expired and once after, either time Cub Cadet was unwilling to help and we have to had to pay out of pocket both times. Even when it was under the warranty. We should have never continued, but we have now learned better. We have been loyal Cub Cadet customers and at this point we are done with their products all together. We need to take action to get are Money back, as consumers we need to put an end to those companies that are only out for there dollar and not the consumers safety

Ordered part # *** 3 weeks ago. They took my money that day. Gave me case # ***. Called 19 days later and the said it would be shipped ups. They gave me ref # ***. A month later still no parts. On hold for over an hour. Tried the chat and I'm put in line # 10 that never changes. I can not contact them for my money back

On 6/24 I ordered a air filter for my lawn tractor. when I didn't hear anything I contact Customer Support via the website on 6/30 I spoke with Violet, who told me my order was shipped, I was given a tracking number and 2 hours later received an email with the tracking number. I was told by her that I couldn't cancel my order because it shipped. as of 7/6 both UPS and USPS only have the "shipping information" I contact customer support again today (7/6) and spoke with Derrick when I told him the situation he told me the package "should ship by the end of the week" when I said this was unacceptable he just kept apologizing for the "inconvenience" . MTD (cub cadet) refused to cancel my order several times stating the item has shipped even though it clearly did not.

On June 7 I ordered parts from Cub Cadet online at www.cubcadet.com for my ST-100 string mower. The parts never arrived. On June 20, I received a text message from *** at ***- another customer of Cub Cadet who let me know that he received my order by mistake. He said that he contacted Cub Cadet and let them know of the issue. I waited a couple more weeks thinking that perhaps Cub Cadet would fix the problem on their own. No surprise that they did not. So on 7/6/20 I tried to reach them via phone and live chat online. Please note that I live in Olympia WA, which means that there is a 3 hour time difference, and their office is only open 8:30-5:00 Mon-Fri. With the time difference, that means that I only have until 3:00 to reach them. I called their number (877-428-2349) and was on hold for over an hour before I was disconnected. I called back and was on hold again for 1.5 hours before I was disconnected. While I was on hold, there was a repeated recorded message that I could also contact them via live chat from their website- so I started that while I was on hold via phone. When I logged in, I was #58 in line for service. I waited 2 hours for a live chat, only to have the agent (Derrick) tell me he couldn't help me. When I started to explain that I had been on hold for 2 hours, the agent disconnected me. I happened to be on hold via the phone but at 3:30 Washington time, my call was disconnected again (it would have been 5:30 in the east). So I was on hold from 11:00 until 3:30 continuously and I still wasn't able to reach anyone. So that means that I have no resolution for the $52 order and I gave up a huge part of my day off trying to resolve the issue.

Craftsman/MTD lawn mower no longer works after buying brand new and mowing grass at the most 6 times. I bought the mower from Lowes in Farmington, MO back in March of this year. The mower worked perfectly in the beginning but after about 6 mows it is no longer usable. I took it back to the Lowes in Farmington to exchange and they told me that they could not exchange it because it was past their 30 day return policy which is a ridiculous policy because I bought it in March and by the time I needed to actually use it the 30 day policy had expired. They told me I would need to contact their repair center and let them know what the issue is so they could direct me to a repair center. I did that and was on hold for over an hour before someone came on the line. That person told me that it should be covered after I told him that it would not start initially and when we finally did get it started it vibrated so bad that we could not use it. He directed me to a repair center in Perryville, MO. We took the mower down there and their mechanic took it apart and said that the blade and crankshaft was bent which is virtually impossible since I have a small yard with no rocks or trees or anything that would cause this damage. The repair place called Lowes to let them know and Lowes directed them to call MTD since they make the mowers for Craftsman. 3 weeks later (yes it literally took that long to get an answer) MTD tells my repair place after receiving pictures that it is not covered and they will not warranty the mower. I'm basically being told that I wasted over $300 for a mower that now does not work and my best option is to buy a new one. I personally think that someone else had this mower before me and it took it back to Lowes and unfortunately I got a mower that was used and already damaged but I'm the one that is paying the price.

Buying my parts from Lowe's instead. Placed my order on June 18, 2020, and received the package on 6/26/2020. Not bad. Ordering belts for MTD snowthrower, auger and drive belt. Only received the drive belt. It's Friday afternoon, maybe the other will come Monday. Nope. Checked credit card, and was charged for both belts. Tuesday morning called customer service and waited on hold for over an hour! Decided to try chat. Number 13 in line. 2 hours later down to number 6. I have other things to do, had to cancel. Tried later in the day. Number 21. Finally got to number 1 in queue, guess what? Went straight to post chat survey! Just for the heck of it, I started another chat. Number 31. That was at 3 pm. Checked again at 5pm, number 6. Hmm. Give up, try tomorrow. I actually got someone the next day. Derrick. No record of my order number. No record of my name. No record of my phone number. Finally he asks for the comm number. Whats the comm number? Finally find what he's looking for and send the number. Its wrong! What?? Send a copy of the packing slip he says. So I scan it, go to send in chat, it crashes! Grrr!! I give up, for twenty bucks, its not worth the aggravation!