MTD Products
Reviews and Complaints

I recently ordered a back tire for my zero turn mower. When I recieved the package it had the completely wrong tire. I called customer service and was on hold for over an hour. Once I finally spoke with someone I was told I would have to pay to ship the tire back to them before they would either: 1) send me the correct tire I've already paid for, or 2) issue a refund (which is what I want now as I've secured the tire through a better company). I told them there is 0% chance I pay $50+ to ship the tire back as this is their mistake and they need to fix it. Was told that's not their policy, but that I could be transfered to "Tier 2" customer support. Waited on hold for Tier 2 for over 2 hours before giving up and ending the call.

This is absolutely ridiculous. Have issued a complaint with BBB in Ohio (where MTD is HQ'd) and a complaint with my credit card company.

Unreal they can take my money and hold it hostage until I spend more to correct their mistake!

I have been trying to contact customer service for warranty information on a 13 mo/ old Cub Cadet riding mower. I have been waiting on the phone on hold for over 50 minutes without any indication of when they will actually answer my call and I have been waiting for chat twice, first I was number 59 in line and then after I got to be the first in line they ended chat and gave me the chance to review their service. Now, after over 45 minutes on hold via the phone I once again attempted to chat and was 69 in line. I'm now, at almost an hour on hold and have been completely kicked out of the chat window. WORST CUSTOMER SERVICE I HAVE EVER ENCOUNTERED. Actually, they can't even claim to have customer service at this point because I have not received any customer service whatsoever. No wonder they're not Complaintsboard.com accredited.

MTD does not respond to Consumer communication. Ordered some parts one week prior. Called their number for Customer service on what is the delay, one week later. No response, just log in online. Did that and their site is very bad for Customer support. Typed in the Order number, the site could not find, just that it had not been shipped. I finally was able to purchase the parts locally so I could repair my equipment. I wanted to cancel my order from them. Then I received the extra parts after that I originally ordered from MTD. So basically I am stuck with extra parts for my equipment. Finally got a hold of someone in Sales and they suggested to send them back and I would be refunded the amount. I DO NOT TRUST MTD, and decided to keep the extra parts now. But I will never purchase anything online from MTD ever again.

Bought a Craftsman riding lawn mower model 13AN77xs093 that MTD Products Inc. makes. I bought it from Lowe's August. It stopped working correctly in March after only using it a few times. The transmission stuck in high gear on after only using the mower a few times. Very unsafe. I call the service center to see if I can get it looked at because the rider is less than a year old. I live in *** Az. They tell me the closest service center is *** Arizona. I live in *** Arizona. That is over 110 miles away. The service center tells me that is not their problem. I want to get it fixed. It is a bad transmission and I should not have to pay for it. What is worse I use to work for them and I know they have a factory here in Tempe Arizona. So I feel I am getting the run around for the last few months.

I have a two year old cub cadet riding mower and needed a repair part. After I ordered it on line and a week went by with no feedback I contacted customer service. I was informed that the part was on back order but by company policy customers are not informed when back orders occurred. I was then informed I might see the part in six weeks... And of course they blamed Covid. When I expressed my dissatisfaction the agent suggested I contact one of the distributors and gave me the number. The distributor was very nice but said that the Covid excuse was BS since they know Cub cadet doesn't keep most items by policy. The distributor said he would not get any better support than I am. So I guess I need to buy some sheep to get my grass cut. I bought Cub cadet because I thought it was a quality product. I will never buy a MTD brand ever again and will strive to tell this story 1000 times. They have a very poor rating on this site so I know I'm not an exception. I will do my best to see this $40 part helps many customers make the right decision and NOT buy an MTD brand. Sad.

I bought a zero turn Z5200 series less than a year ago and my battery is already dead. I called ***, they told me to call ***, they told me to call MTD and then they told me to call my local shop. As you can see this starts with A. Me doing all the leg work for a "Manufacture's Warranty" and B. Hoop after Hoop after Hoop after Hoop. Now this said shop tells me " I need to load the entire mower up (which I have now way of doing because I don't have anyway to tow it and I am disabled) and bring it to them or they can pick it up for a $60 fee ( a new battery is less than $60) all for a dead battery. *** could have simply said bring us the battery, *** could have offered to replace the battery and MTD could have offered to replace the battery. But, no, let's just make it as hard as possible on the consumer that paid over $2K on a mower less than a year ago. Make a mental note, if I have to replace this battery myself, when this mower's life is over rest assured I will NEVER spend another dollar of my money on any ***/MTD product again. Appalling companies.

Purchased 30" TB R30 rear motor mower in April . Only used it a 3 times and now it won't go forward or backward. Mower has original TB 2yr warranty and I also purchased 3yr warranty. Looked up where to take mower for service, and it turns out the repair place they contract with is terrible, like junk yard terrible with terrible reviews, D+ from Complaintsboard.com. I did online chat with TB and person was no help, said I needed to call TB. I called and the Customer service Rep was not helpful, bad attitude, talked to me as if were Stupid and just didn't care. Was told they don't own the companies they contract with and all a repair service has to do is take their class and that's all it takes regardless of how bad that company is. CSR also stated it doesn't matter that I purchased 3yr warranty, it has nothing to do with TB. Recommended some shop outside the city I live in, but that's not acceptable to have to travel outside my city to some place that may be as bad as the one where I live. Like others, I paid a lot of money for this mower and extra $369 for warranty, and can't use either. Terrible!

I ordered a part for my new *** built mustang z46 mower. On their web site it stated it fit my mower. When it arrived it did not fit, not even close. I spoke with a customer service representative who stated I should have bought another item number, even though when you look up that item number it states it only fits another mower, nothing about fitting my mower. So I then spoke to another customer representative who explained to me I would have to pay for the return item. I explained it wasn't my fault as the web site clearly stated it would fit. He never once apologized to me. So it cost me $20 to return the item. I posted a review on troy bilt web site stating the part would not fit the mustang z46 mower, titled it do not buy. I also wrote in my review just what I stated above. I received an email the next day stating my review would not be published because it did not meet their standards. I bet not, they only post positive reviews, they do not want to post anything negative. Just a simple apology would have been nice. I love the mower but customer service is the worst. Don't expect any help from customer service."

Purchased a new Craftsmann T260 Mower from lowes at the end of April . Mowed atotal of 7.2 hours and the drive belt fell off and wedged itself between the clutch and pulley. contacted Lowes 34 days after purchase and they stated they could not do anything because of the 30 day policy. then contact Craftsman customer service which gave me several service companies to call all in which will not or cannot work on it until this winter. email Craftsman customer service back and there response was to contact MTD so I did. After 2 weeks with no response I called MTD tech services and explained that no one is willing to work on the machine until the winter. I asked whats the next step? MTD tech services stated I can fix myself or have and out of network fix it. it appears no one want to work on Craftsman products because of losing money doing warranty work. The MTD tech did email me a tech manual from the 30s for a push mower which didnt help at all after reading it. I did contact another service company and they want a deposit to look at it. again used twice only 7.2 hrs and been sitting in garage for a month. Poor poor customer service wit both craftsman and MTD.

Buying my parts from Lowe's instead. Placed my order on June 18, and received the package on 6/26. 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!

The worst lawnmower and customer service EVER! I purchased this mower less than a year ago. Used it twice and now it will not start. Everytime I have called Craftsman customer service they tell me it is not their problem and I should clean the carburetor or take it to a repair facility (even though there is not one in my city) When I asked to speak to a supervisor I was told they would say the same thing. I stated I wanted to speak to one anyway, in hopes that Craftsman would care about its customers. The rep cam back on the line and said they were all busy (how convenient) I left a message and highly doubt I will receive a call back or that Craftsman will make it right. If you back your product like you say you do, I should be able to go to a retailer that sells this lawn mower and return it for a working one , since I have the receipt. Customers should not have to travel to other cities for warranty work and then wait for weeks, etc. I have now taken more time out of the day trying to get Craftsman to make this right then what the lawn mower is worth. I will never purchase another Craftsman again. Poor quality, poor customer service and an overall dissapointment. If you believe in your product so much, you should back it up!

I have struggled with Remington Product on a couple of occasions but the 1st time I put the weight on Lowe's which sold me the product and their misleading warranty that was ultimately useless. My most recent issue is more related with the company's abandoning of their own products (even though I had to have it worked on after one use which was claimed to be an "adjustment issue" which wasn't covered by warranty.) This issue I have is that my current product which is a Rodeo Pro RM5520R Chainsaw (which has been used to cut up a total of 5 medium sized trees) is the [protected] Starter Housing Assembly. This item basically fell to pieces in the chainsaw and considering I bought the saw back in 2017 I wasn't expecting any help from Remington/MTD on this item I just merely wanted to buy the faulty piece and replace it myself. I pulled the Diagrams and reviewed the part number and went to order the part. I would be not telling the truth if I said I didn't look everywhere to find this part (even non-OEM components.) This item cannot be bought as apparently the design is so poor it cannot be replicated in a usable fashion. In a last ditch effort I contacted Remington about the part and they informed me that they have discontinued the part (keep in mind this saw is only 3 years old) and told me it is my problem and I would need to find my own solution. I work in the manufacturing sector and this customer support model is worse than 99% of the offshore companies I have dealt with. I was disappointed to see how many items are built (even contracted) through this company but trust me I will do my absolute best to avoid this company in the future. I will ensure that anyone I know doesn't make the same infuriating discovery that I have made.

Would be zero stars for worst experience ever with online ordering/customer service phone/chat ever...ordered online 2-1 blade for 42 inch cutting decks replacement mower blades for troy-bilt mower. Ordered online placed on 5/18 was supposed to receive 5-7 days, but was delayed then received empty box with no parts in it at all...by UPS who turned delivery to USPS (both do not take responsibility for the mishandling/missing blades. I don't want to hear that the parts are being replaced "at no extra cost" because it was already charged to my credit card for $84.88 ! The replacement still has not arrived was supposed to be resent on 5/28 after having been on hold for 2 1/2 hours on phone, tried chat but system booted me off after 2 hour wait, twice! your online system is pathetic, as well as your phone system. Don't want to hear excuses about the unexpected volume due to stay at home because that does not excuse incompetence of sending a package without contents, whether was lost or stolen intransit, nobody has taken responsibility from your company. Here's why...1. Never offered to replace order with faster shipping method...no, still waiting and order was supposedly sent out today...so from 5/18 to today 6/1 is 2 weeks. 2. No one apologized for inconvenience after waiting for over 2 hours on every day and most days cannot even get through. Your phone system *** and is very understaffed. 3. For my lost time and effort in trying to get this order, frustration and confusion, having to file claims with UPS/USPS to perhaps find the missing parts that your company mailed out in what looked like a very poorly wrapped box...yes, we have photos...I ask for a credit from your representative and she basically laughed over the phone saying, "Oh, we don't do that". I asked her to speak to a supervisor and no surprise she reiterated the part was being resent at no extra charge. Why would there be a charge when you already inconvenienced the customer beyond belief and won't apologize or even issue a courtesy credit to value the customers business? Just an additional comment before a formal complaint is filed with Complaintsboard.com...another company, Tractor Supply, as well as Harbor Freight provided me with a $25 egift card credit when something went wrong and didn't hesitate. Your company, laughed at the request, and didn't even apologize for the disruption and lost part.

Customer service has never been at a low point as it is with MTD. They do not respond to any email request even though they send you a confirmation of a 24 hour turn around. Sent my 1st of 5 email requests on 08/17 and one month later still no response! Not even worth one star. Sad unprofessional customer service group. I even mailed a letter to MTD corporate headquarters and still no response. Terrible company as far as customer service goes!
My original complaint to MTD: 09/16 Customer service has never been at a low point as it is with MTD. They do not respond to any email request even though they send you a confirmation of a 24 hour turn around. Sent my 1st of 5 email requests on Aug 17,20 and one month later still no response! Not even worth one star. Sad unprofessional customer service group. I even mailed a letter to MTD corporate headquarters and still no response. Terrible company as far as customer service goes! MTD's response to me: 09/17 MTD Products, Inc. Response Dear Sir; Thank you for reaching out. We did receive the following cases ***, ***, ***, ***, ***. However, you only refer to your original request for information under *** which does not exist in our system. Your can contact our customer service team to assist with your inquiry at ***. Please reference your case *** where we have combined your emails. We have seen an increase of incoming inquiries during the Pandemic and we apologize up from for our shortcomings. Sincerely, MTD Administrator My response to MTD: I have been trying to respond since 09/17 via the link given to me by the Complaintsboard.com rep via email. Interesting claim by MTD, here is a response from your company on the case number you say doesn't exist in your system.. The other requests were follow ups to our original request for information. Please just answer my original simple request for information. We even sent a letter to your Corporate headquarters and never received a response. Terrible customer service from top down! I do not have hours to spend on hold calling your customer service line, please give me a good email address where I can get an answer to my question without spending over an hour on hold or in que. Stop making foolish excuses and invest in improving your customer service department! This was MTD's response to our original request for information. We received your Email :: Case # *** Email from No-Reply MTD: We received your Email :: Case # *** NM From: No-Reply MTD < To My email address Thank you for contacting MTD Support. We will research your request and follow up soon! Thank you, MTD Support Your Request: Model difference Please save the following Case # for future assistance: Case # *** Reference: ref:_

Total Loss:$87.10, Carburetor: $76.10, Shipping: $11.Purchased 3/16/22, returned package on 3/18/22.I also paid for return shipping, which the company said was not necessary.Company promised a replacement part. I explain below.Ordered part from Troybilt website. Opened box, which did not have any package material or invoice. Carburetor was broken. Immediately called the company since I did not have any information regarding returns. Employee told me to ship back to an *** address, which I later find out to be Corporate Offices.I wait weeks for my replacement part to no avail. I call again. I was told that I shouldn't have sent it to the address given, and that I should have gone by the package slip. I explained that I went by an employee's instruction because I did not have a packing receipt. Then he told me, "if it were me I would have shipped a replacement out no charge." I told him that I spent my money on a return when it wasn't necessary and that I still need the replacement. He said it wasn't in stock and to wait for replacement.Waited weeks. Called again, was told that they have no proof of the return since it was sent to the wrong address, which was the address given to me on the phone, since I did not have a receipt. I asked if should call corporate, since that is where I sent it back. The employee said, "No this is corporate." That was a lie, since he said he was not at the location I shipped to, which is corporate. This contradicts the employee saying he would ship a replacement free of charge anyway. The employee said I had been credited back in April for the part. Then I was told that it would be sent to me when in stock again. I explained that I checked online and that it was in stock now. He then checked and said they will ship one out immediately. I asked for a confirmation, he said an email will be sent to me once it ships. I never received an email. Or replacement. I have lost the original purchase, shipping, and return shipment fees.

I have had mower less than one year. I stored for winter. Carbeurator went bad while sitting Would not crank. Will cost $97.00 parts and labor. I took to Hills Power Pro, Tullahoma Tn. ***. They said it will cost $97.00. Mower is less than year old! It is 2nd craftsman mower, first one had the blade coming loose so I took back in less than month and traded for this one and paid more! Bought at LOwes in Tullahoma, Tn. I will advise everyone not to buy craftsman. Everybody around the neighborhood has been mowing but me! I am sure they bdid the same as me for storage! Going to Complaintsboard.com! *** On Tuesday, April 21, 08:35:34 AM CDT, Customer Service wrote: Hello, We do apologize however if the carburetor needs to be replaced due to gas being left in the unit for over 30 days and it became clogged then unfortunately that is not a manufacturing defect and is not covered under warranty. Thanks, *** Craftsman Customer Service --------------- Original Message --------------- From: *** Sent: 4/18 1:37 PM To: *** Subject: Re: Your Craftsman Inquiry case# *** // External Email, Please Be Safe // I purchased this mower a year ago. I used it during the summer. The man at Hills Power Pro in Tullahoma, Tn said it needed a new carburetor. It will cost $97.00 parts and labor. Why should I have to ffot the bill? *** On Monday, March 30, 04:41:18 PM CDT, Customer Service wrote: Hi ***, Thank you for contacting us. We apologize for the issues that you are having with this unit. Please for further assistance reach out to [protected] to get tech support on what further could be wrong. We do apologize for any inconvenience. In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. Thank you, *** Craftsman Customer Care Visit us online at http://www.craftsman.com ref:_

I purchased a cub cadet SC300HW lawnmower on April 13,2022 from Mowers Direct. When I received it via fedex and opened the box I had to remove the wing knobs to connect the handlebar head piece and one of them was stripped right out of the box. So I had to order another wing knob and wait weeks. I then put the mower together at that point and noticed that the handlebar head piece was off center -cockeyed-tilting to the left. I used the mower as my grass was in desperate need of cutting even tho it was off kilter. After i cleaned it with a garden hose and paint began chipping off underneath of the brand new mower. I then saw on the back of the mower the wheel plates are welded on wrong and makes the mower sit at an angle. I ma*** multiple attempts to reach cub cadet and would be unable to hold for sometimes more than an hour but finally got thru on May 19. I spoke to *** and i was told to bring it to a service center. Case ***. I went *** Ser vice in *** on May 23 they required i pay $60 for them to take the mower but it would be close to 8 weeks before they could even look at it. I decided that 8 weeks for a brand new mower in peak grass cutting season was ridiculous. I contacted cub cadet again on June 22 and spoke to *** who said the issue was over his head and he was transferring me to a supervisor but he cold transferred to a voicemail that would not allow a message to be left. My wife then started leaving messages on Facebook and Facebook messenger after they requested a private message. Weeks went by with nothing from them. They did respond once saying to hang tight but then nothing weeks after that. I finally got a voicemail the other day from Delilah from MDT but all she did was read me their warranty policy which was not the issue . At this point I feel that I should be able to return this product and be refunded the $60 their warranty contact required me to pay as i have been without usage of a brand new mower for months.

Purchased a Cub Cadet Model 25B-262J710 Trim Mower from Tractor Supply in Newnan Georgia on 4/1. 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 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.

Trimmer head was not spinning, the engine having low power and shutting off. I have followed maintenance and all operation instructions in the manual and knew there was a bigger issue. I called the craftsman warranty and was told to take it A *** Auto. I took it and let them know what was going on and left it there. Was told it was the muffler and I picked up the trimmer on 12//21 and was told everything was running fine. I took it home and tried to turn it on following the steps and it kept turning off. I contacted A *** to let them know and they assured me it was working and the only thing they could advise me was to bring it back in so I did. The lady there again assured me it was working she turned it on and just kept revving the engine and just shrugged and said it was fine. The way she kind of looked at me I felt like I am an idiot. On 12/26 I tried using it and I did for a while but then it kept turning off it's again just not idling and wouldn't turn back on. I then noticed they didn't put the air filter back on. I shouldn't have to double check their work there was a filter on and it was clean when I took it to them. According to craftsman their mistake voids my warranty and could have cause damaged . I contacted craftsman warranty and let them know what was going on and was told to take it back by M ***. I took it back and the same lady turns it on and just revs the engine and again says its fine after she put a filter on and said it was probably because it didn't have gas but I told her I had emptied it, again making it seem like I'm dumb. It then it starts turning off on her she even told me craftsman isn't worth buying and should get something like Stihl and that I need to fight craftsman on this as if they fixed it and wasn't their problem or they did nothing wrong. I tried calling craftsman on 1 attempted I was interrupted and hung up and other was on hold for over and hour and was never able to talk to anybody.

Cub Cadet Customer Service is the worst customer service department on the planet. It is clear that a business decision was made to continue rolling-out product while scaling-down customer service - and to just let their customers fight week-after-week with an inept skeleton customer service crew in order to get resolution on any issues with their online Cub Cadet orders. I have never had a positive purchasing experience with Cub Cadet - there has always been a reason why I have had to file a complaint with Cub Cadet in which a mistake was made in an online order. Something that should never happen. I'm a self-made multi-millionaire. If Cub Cadet adopted a new mentality at their customer service department that their customers are millionaires and are valuable, then I wouldn't need to file complaint-after-complaint each time I purchase an item at cubcadet.com. I've returned all but one item from my Cub Cadet Order# ***, but I am still seeing one of the items remaining on my Cub Cadet card account. The only item I've retained is the "Armrest Kit (Item#: SI-183783SN. Price: $106.30), and here are the UPS tracking numbers for the two items I've already returned (the "Cub Cadet Hauler - Item#: 19B40026100, Price: $299.99) was never received: UPS Tracking No *** "EZ-Stow Tool Holder Kit" (Item#: 19A40030OEM, Price $43.99 + tax) ***UPS Tracking No ***, "EZ Stow Handle Kit" (Item#: 19A40027OEM, Price $79.99 + tax) Both of the above packages were received by Cub Cadet on 12/17 at 1:35 p.m. local time, so my Cub Cadet store card account should only have a charge of $106.30 + tax - the payments I've made to the account. As of the date of this message, my account is still above $170 and there has been no refund of Item#: 19A40027OEM. When I called Cub Cadet two weeks ago on 1/22, I was given a complaint # *** and told that this issue would be cleared-up by today (2/5); yet, today I'm still seeing no activity in my Cub Cadet store card account.

Craftsman stated in writing that I would receive a refund or replacement snowblower, and is currently refusing to honor this statement. My case with Craftsman began on Oct 29, 2020 - I indicated that my snowblower was not functioning. After a series of phone calls and emails in which Craftsman stated on multiple occasions that they would reply to me within a certain time frame and failed to do so, I continued to follow up to drive this case toward resolution. The case seems to have bounced around between departments, finally landing in the Refund department. I received an email from Craftsman on Nov 13 that stated that I would receive either a refund or replacement options. Now, on Nov 20, I received a call from MTD, which seems to be a separate entity that manufactured my Craftsman snowblower. Subsequently, MTD referred me to call Craftsman back, then Craftsman transferred me to MTD, and this cycle has occurred 3 times just today. Each time I have called, customer service reps have stated differing time frames of when I should expect a response from Craftsman. After calling again today, they mentioned they have escalated the case, I should wait for a response again, and there is nobody I can speak with from their Refund department, which is currently reviewing the case. Most of these communications I mentioned above are documented in writing/email, including multiple occasions in which Craftsman stated they would contact me by a certain date and failed to do so. It has now been nearly a month since I initiated the case, and despite written confirmation from Craftsman that I would receive a refund or replacement, no resolution has been achieved, and I have been told today again to wait another week beyond the time frame that Craftsman told me last week. Very poor customer service, mixed messages from their customer service staff, and multiple reps have hung up or transferred me to other departments without any warning. The customer service from Craftsman has been unacceptable, and I'm sure my case is not unique. It's a relatively new (~1 year old) snowblower that has turned out to be defective, and Craftsman is refusing to honor their own written communication and policy.

Our brand new snowblower required repair after 0 uses, and our Craftsman warranty claim was denied. Hello, For Christmas 2019, my wife and I were gifted with a Craftsman snowblower. Model CMXGBAM10545. The unit was initially purchased on 11/29, and we picked it up several weeks after Christmas (end of January ). We then put fuel into the Snowblower the second week of February to get it ready for the rest of winter. We started the unit, which worked fine at the time. Anticipating snow, we garaged the unit as is. Although cold temperatures resumed through the end of April , we never had to use the unit - it never snowed. When temperatures started to consistently hover above freezing, we attempted to start the snowblower to drain the fuel and store it away until next winter. Unfortunately the unit failed to start. After calling Craftsman, who advised us of our options for repair and advised us of qualified repair shops, we brought the unit over to Atlantic Tractor in Newark, DE. The root cause of the defect was due to the gasoline "gumming up" the carburetor. Atlantic Tractor fixed the issue, and submitted a warranty claim with Craftsman; your company denied the claim, stating that this type of defect is "user error" and not covered. The gasoline was only sitting in the unit for several weeks. Baffled, we reviewed the user manual (form [protected]). Admittedly, on page 36, the manual does read, "Engines stored over 30 days need to be drained of fuel to prevent deterioration and gum from forming in fuel system or on essential carburetor parts. If the gasoline in your engine deteriorates during storage, you may need to have the carburetor, and other fuel system components, serviced or replaced." We were completely surprised by this, because growing up my family had a snowblower that did not require such treatment. The fuel would sit all year long, and fire up each winter when needed. When our unit was initially picked up at Lowe's, we were never informed of the necessity to drain the fuel, which is extremely important to know. The information is not front and center. From a legal standpoint, Craftsman can use the manual as "an out"; however, this does not negate the awful experience we've just had with this product.

I purchased a Craftsman (MTD Engine) Lawn Mower in May . Used for one season, now it won't start. Been trying to get resolved for a month. I purchased a Model # 12A-A15W793 Front Wheel Drive Lawn Mower for $250.00 from Lowe's in May . I registered the Mower for Warrant on the website. I used the mower for one season and now it won't start. The mower was properly taken care of. The gas was emptied at the end of the season and it was stored in the basement. When I took the mower out to use this year, it wouldn't start. The gas does not seem to be getting through the line and will not prime. The paperwork clearly says that there is a 2 year warranty from the date of purchase. I started calling and sending emails on May 24th, no reply. Sent a follow-up email on May 28th, no reply, sent a third email request on June 3rd and received a reply stating that I was emailing the "wrong division" and that I could contact that division and gave me a different email and phone number. I began forwarding my emails to a different email address that was given to me ([protected]@mtdproducts.com) on June 3rd, no reply, June 9th sent an email, no reply and another email on June 11th, STILL NO REPLY. I called one of the "authorized repair" stores. Bob the person at Menand's Hardware, in Menands NY was already making excuses on the telephone as to why the mower wouldn't be covered under the warranty, he said there are a million reasons, without even looking at it. I should have known then he was a total jerk, but, the next day I had my son drop off the mower at Menand's Hardware. The next morning I received a phone call from Bob who said "Before I look at your mower, I want you to know that there's no oil in it and you probably seized the engine". I said that is not true, I had two people look at the mower before I brought it to the shop and there was oil and gas in it. How can I have seized the engine if it doesn't start!?!? He was adamant that there was no oil in it, so I said that was not true, so I told him I would just pick-up the mower since he clearly did not want to honor the warranty. And Bob is clearly a sexist jerk by implying I am a stupid woman who doesn't know how to operate a lawn mower. Seems to me that the authorized dealer will not honor the warranty and is making up excuse after excuse without even checking the mower, clearly he doesn't want to fix it under the warranty because he won't make any money. He NEVER even looked at the mower. How many more "authorized dealers" should I have to go to before this gets resolved? At this point it's all unacceptable. I don't have time to keep calling and emailing and driving around with a lawn mower that I have to drop off and pick-up.

Purchased an MTD Cub Cadet bagger attachment for a MTD Cub Cadet lawn mower on 9/19 from Home Depot. Purchase price total with tax was $ 334.68 Installed on Tractor on 10/18. Within a week of use, the weather strip seal on the inside of the lid of the bagger fell off. The hinge (plastic) on one side was not working well and the plastic clamp that keeps the lid shut was sticking on one side. There is also severe wear on one of the bags. Could not exchange at Home Depot as they did not have any more in stock. Called Cub Cadet (AKA MTD) at [protected] on October 27th. Spoke to Steve, who said he would have to look into this and get back to me. Steve emailed me the following day, October 28th, with the following: ---------------------------------------------------------------------------------------------------------------------------- From: Support MTD Products Date: Wed, Oct 28, 2020 at 9:05 AM Subject: issues with bagger attachment [ ref:***:ref ] To: *** case ***, As a follow up to our phone call yesterday, I wanted to give you some information. The top cover for the bagger attachment is currently unavailable. The part is on order and due in soon, however, all of the stock to be received is already sold. My suggestion is to get back in touch with us in a few weeks to see if there is more information available. I realize this is not ideal. I assure you that once the part becomes available we will replace it for you. The p/n's you need are: 931-05474B the upper grass catcher cover [protected] the window 664-04096B grass bag assembly Steve MTD Products ref:***:ref ----------------------------------------------------------------------------------------------------------------------------I waited three weeks and then called MTD Cub Cadet back at [protected] on 11/17. I Spoke to Jim on November 17th at around 1:38 PM. He told me they had not gotten in any parts or whole kits yet and to try back again in a few weeks. At this point I asked to be transferred to a supervisor as I had already waited three weeks. I was transferred to generic voicemail box with a voicemail message saying to leave a message for a supervisor. I left a voicemail. As of 11/29 I have NOT received any call back. I would like to receive one of the the following remedies within 10 business days from November 29th. - Option 1 - Send me the required parts to fix my current unit - Option 2 - send me an entire replacement unit Again I can NOT return this to the store. They do NOT have any more of these in stock and are not getting any more in stock this year. MTD Cub Cadet needs to honor their warranty in a timely fashion. While the customer service reps have been polite, no one at MTD Cub Cadet has remedied the issue. My contact info is: *** Thanks

I purchased a Craftsman Lawn Riding Mower at my local Lowe's store in July . The machine has a major design flaw a customer would never expect. I emailed Craftsman Customer Service on October 11th. Please see email correspondence below: Summary of Inquiry Brand: Craftsman Model Number: 21R3070089G1 Place of Purchase: Lowe's Purchase Date: Subject: unexpected problem / need resolution Description: Hello, Please help me with a totally unexpected problem regarding the new front engine lawn tractor - I bought 7/19 at my local Lowe's. I am so very heartbroken, I am a senior on a limited income and it was a big decision to purchase this riding mower. Did decide for the purchase to make life easier. There was drought so I did not need to use the new riding mower yet. Come to find out today the distance between the gas pedal and seat is not working at all. The seat was adjusted as far as possible to shorten the distance - nevertheless I cannot reach the foot pedal properly unless I move forward on the seat. If i move forward o seat it disengages and the blades will stop. So now the new riding mower is of no use at all. I am so heartbroken as i made payments on that Lowe's credit card to pay off the riding mower over time. IT was such a big decision to make this purchase and now I cannot even use this mower. I had no idea that something like his could happen. My height is 5'5" so that's an average height for a woman. I am a senior at low income and it was a big decision to purchase this mower on a pay off basis. It was meant to make my life easier. I am so overwhelmed with this problem now. I do not understand how a riding mower could be designed like this to not allow any accommodation for safe operation. Please provide assistance. Thank you. Sincerely, *** We have generated a support case to help us track your inquiry. Your case number is ***. Please use this code in any further communication. ref:_***:ref Thank you, Craftsman Customer Care Visit us online at http://www.craftsman.com I have followed up emailing [protected]@mtdproducts.com on October 21st, 28th, and on November 9th. To this day I have not received any response to my follow-up emails, nor have I received any response from MTDproducts when my original problem description with request for a resolution had been forwarded by Craftsman Customer Service to MTD. I cannot understand the negligence of this company in disregarding my inquiry. I desperately need assistance because it was a big financial decision to purchase this lawn riding mower. A senior citizen with health problems I decided to purchase this machine to make it easier for me. I continue to make monthly payments to payoff ths machine which cannot be used at all based on the design flaw. A customer would never expect that based on the design the seat adjustment would not be adjustable in a sufficient way. I am very desperate about the situation and MTD company failing to respond. MTD Products Customer Service negligence is not acceptable. Please assist with this issue. Kind regards