ComplaintsforHusqvarna Professional Products, Inc.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a husqvarna 130c weedeater that has a recall on it. My local dealer refused to fix the recall for me. I have contacted Husqvarna several times with no resolution other than I should try another dealer that is far away from me.

  Business response

  06/26/2024

  Husqvarna Incident Number:240611-001597
  
  We are reaching out to the Customer via the above ********************** Incident Number. Please check your email for a update on the next step to resolving your Trimmer concerns
  
  Thanks, *******
  
  

  Customer response

  06/28/2024

   
  I am rejecting this response because:
  The companies solution was to contact dealers 30 miles away or more. Shouldn't have to travel that when there are 3 in my area. One within 3 miles. 

  Business response

  06/28/2024

  Please read the full list of Dealers that we sent to you via the Incident Number 240611-001597

  I have copied the list of Dealers here as well. You can choose whatever Dealer you choose to use. You can also use the Dealer Locator here   **********************************************

   

  Response
  
  Email
  
  06/27/2024 01:20 PM
  *****************************,
  
  
  HARTS PRO HARDWARE
  ****************************************
  Shop Phone
  *************
  
  WESTERN AUTO
  ***********
  ******************** 25962
  Shop Phone
  **************..
  
  J&J HARDWARE
  ***********************************
  **********************
  Shop Phone
  **************
  
  GLENVILLE WESTERN AUTO, INC
  ********************************************************************
  Shop Phone
  **************
  

  Customer response

  07/01/2024

   
  I am rejecting this response because:
  
  

  Customer response

  07/01/2024

  The list of dealers sent to me by Husqvarna are all 30 plus miles away. There are 3 dealers in my area, one less than 3 miles away which is the one that wouldn't fix it because I didn't buy it from them. 

  Business response

  07/02/2024

  Husqvarna Incident Number:240611-001597

  We have emailed you twice with a list of Dealers that will assist you. We have provided all the Dealers contact information. Please check your email for updates on this Incident Number. Below is the Information that has been sent to you twice. Husqvarna is responding to you. Dates of response 06/27 and 06/28 2024

   

  Response
  
  Email
  
  06/28/2024 12:09 PM
  *****************************,
  
  
  Please read the full list of Dealers that we sent to you via the Incident Number 240611-001597
  I have copied the list of Dealers here as well. You can choose whatever Dealer you choose to use. You can also use the Dealer Locator here  **********************************************
  
  Response
  
  Email
  
  06/27/2024 01:20 PM
  *****************************,
  
  
  HARTS PRO HARDWARE
  **********
  **************************
  Shop Phone
  *************
  
  WESTERN AUTO
  ************br>******************** 25962
  Shop Phone
  **************..
  
  J&J HARDWARE
  ***********************************
  ******, WV 25938
  Shop Phone
  **************
  
  **********************, INC
  ************************************
  Shop Phone
  **************
  

  Customer response

  07/02/2024

   
  I am rejecting this response because:
  Yes I have received the list of dealers that have been sent to me twice. I should not have to travel 30 plus miles to get a defective product fixed when there are so- called authorized dealers in my area.It seems this is going nowhere so for now I'm just going to continue to use this weedeater until I can get a different one. It will definitely not be a Husqvarna. 

  Business response

  07/03/2024

  You will have to reach out to one of the Dealers on the List that was provided to you

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Husqvarna has sold me a product with a false advertisement regarding warranty offered. Being reimbursed for what I will be charged at Bort'z is my goal, and I do not feel I am asking too much, given all the time and frustration I have spent so far trying to reach a live person or receive a resolution to emails. Brief Summary. Purchased on Amazon through Husqvarna on 10/31/2023 (order number 112-1660792-8215402). It was used twice last fall and only a few times so far this year. I have only used Husqvarna fuel designed for this, and I have receipts for everything. When I began using it this season, this new unit throttled down after 10 minutes of running, throttled up, and then throttled back down repeatedly. It will also sometimes just stall out during throttle-down. The unit is inoperable and was registered upon purchase. I have spent several hours without having Husqvarna's service warranty honored. (Excluding the time spent sending this email.) Every method of contact results in dead ends, no responses, or a referral to their website to take the mower to a service center. This link from Husqvarna service centers contains outdated and false advertisements about what centers will honor warranty service. All contacted refuse to work for them or say they should not be listed. (**********************************************)When I called the following service center, I was informed verbally that they do, in fact, honor the warranty and asked me to bring my unit to them. I took my unit to the following service center only to be told they will not do warranty work for Husqvarna but will repair my unit. This was even after I explained that I called their company before coming down and was told on the phone that they would honor my Husqvarna warranty. I had no option but to leave it there for repairs, as I could not wait any longer to get this unit functioning properly. ******* is at *****************************************************.

  Business response

  06/25/2024

  Husqvarna Incident Number:240622-000176
  
  We will reach out to you via the above Husqvarna Incident Number
  Please check your email for further updates to address you concerns.
  
  Please provide the following:
  Product Number
  Serial Number
  Proof of Purchase Receipt
  Name the Unit is registered in
  
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought mx54 zero turn a year ago now the deck is broken and spindle off the blade not even bent now they want me pay 2500. for new deck. got 85 hours on these zero turn lawnmower that I gave 6000 for it should not broke warranty should cove it .

  Business response

  06/21/2024

  Husqvarna Incident:240613-000920

  We are working with the Customer and received the requested Photos from the Customer. Last contact was on 06/18/2024. After reviewing we will follow up with the Customer via the above Incident number. Will respond early next week. 

   

   

  Customer response

  06/24/2024

   
  I am rejecting this response because:
  
  

  Husqvarna warranty. I had mx54 zero turn for one year got 85 hours on it and the spindle broke from the deck the weld didn't hold I got at ******** power equipment in ******** s.c they don't want to pay for it I gave 6000 for the lawn mower I got picture of the deck , spindle, blade mot bent at all they want me pay 2500. deck that should be cover

  Sent from *************************** (**************************

  Business response

  06/24/2024

  Please Check your Email for Husqvarna Incident Number:240613-000920

  Husqvarna is replacing the Deck but the Customer will be responsible for the Labor

   

   

  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought lawnmower from *****. ********* has less than 250 hrs have replaced several belts, pulleys, and housings. mower frame completely split in half. its a 2654 mower and ive done every maintenance schedule on the mower. just tired of buying junk!

  Business response

  06/21/2024

  Hello *******;

  I sent you this information via your email address that you provided. Wanted to send here as well.

   

  Husqvarna Incident Number:240621-001140
  
  Hello *******;
  
  I was unable to locate any information on you or your Unit. I am happy to assist you. I created this Incident and please reply back to me with the requested information. Reply to this Incident and the Information will come back to me.
  
  Product Number
  Serial Number
  Model Number
  Proof of Purchase Receipt
  
  Once I receive this information we will move forward as to what I can do for you. 
  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother in law bought me a Z254F zero turn mower beginning of season last year. Last year before it had 25 hours on it, it was taken back to the shop it was bought for warranty service because it had ripped the blade engage wiring out and threw the clutch. Fast forward to today its happened yet again with barely 50 hours on it. Highly HIGHLY dissatisfied with the quality and durability of this mower. Nearly $4000 to be taken back for the 3rd time for warranty repair for it to probably continue happening.

  Business response

  06/13/2024

  I was unable to locate any information on the Mower with the Customer information that was provided. Plese provide me the following information and I will look into this further.

  Registered Owners Name/Email Address/Contact Phone Number

  Model of the Mower

  9-Digiit Product Number of the Mower

  Serial Number

  The Serial Number and Product Number will be on the Gray Tag that on the frame of the Mower

  Customer response

  06/14/2024

   
  I am rejecting this response because:
  
  I am unable to get any of the info off of the mower because it is currently at ******************* in ******** for repairs.

  Purchaser is

  *******************************

  (************* 

  ************************

  3293 Taylors Rd

  Boones Mill, VA 24065

  Model of Mower is a Z254F

  Business response

  06/14/2024

  Please reach out to the Dealer for this Information. Once I receive it I will be able to move forward with the

  Registered Owners Name/Email Address/Contact Phone Number
  Model of the Mower
  9-Digiit Product Number of the Mower
  Serial Number
  The Serial Number and Product Number will be on the Gray Tag that on the frame of the Mower

  Customer response

  06/15/2024

   
  I am rejecting this response because:
  I do not currently have the majority of the information as the machine was dropped off at ******************* in ***********, ** for repair.  I am able to provide my mother in laws info.

  *******************************

  **************

  3293 Taylors Rd

  Boones Mill, Va 24065

  husqvarna Z254F

  Purchased and had all 3 of the warranty repairs completed at ***********************

  Business response

  06/17/2024

  I will call the Dealer in order to get the other information that was requested. 

  Customer response

  06/18/2024

   
  I am rejecting this response because:

   

  waiting on results of your research

  
  

  Business response

  06/19/2024

  No further Action on Husqvarna side at this time. We are in contact with the Customer.

  Customer response

  06/20/2024

   
  I am rejecting this response because:
  
  awaiting an answer
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given a backpack leaf blower for christmas 2023 purchased from Lowes. I did not attempt to use the product until after the holidays and it did not work (less than 1 hour). I attempted to contact Husqvarna but the company does not answer phones, emails, or any other form of communications other than a 3rd party that will find a service center for you. So on a product with less than 1 hour on it I was directed to RJ power equipment in ********** *****. They have now had the blower since this time. They state that certain Husqvarna items have KNOWN CARBURETOR issues and they are unable to get effective replacement parts. It has now been 7 months and the product simply does not work. I am unable to get it replaced and I am unable to get it fixed. Husqvarna is non-responsive and their warranty is nothing more than a sham. This company has stolen approximately $500 from me by selling me a piece of equipment that does not work and they will not replace or warranty.

  Business response

  06/12/2024

  Husqvarna Incident Number:240219-000466
  We did have correspondence with the Customer in February 2024
  Reaching out to the Dealer for an update and will follow up with the Customer. Should have an updated by COB on  06/14/2024

  Customer response

  06/14/2024

   
  I am rejecting this response because: it is now COB on the 14th per their own response and they did nothing it is now 6 months. I want a full refund it can be on a husqvarna gift card but I am done with this.
  
  

  Business response

  06/15/2024

  We responded as we said we would, Since the Customer is unable to provide a proof of purchase receipt we have to follow our normal Warranty Process. See below for where we are on resolving this for the Customer. Even if we were to process a refund we would need the Proof of Purchase Receipt.

   

  
  
  
  06/13/2024 04:03 PM
  *********************,
  
  
  Called and spoke to RJ Trailers.
  ************
  
  Tech was not available at the moment.
  Will have service tech call back with the diagnosis information.
  Provided ****************** number for callback VM.
  

  Customer response

  06/16/2024

   
  I am rejecting this response because:
  I am rejecting this response because: Once again this is a false statement or a complete lie. 
  1. I was told I would have a follow up which there is no documentation that shows they followed up with me.  To once again blame me is inappropriate and I assure you this company is not a victim.
  2. The lack of receipt is a complete lie. The only way to obtain your registered warranty through Husqvarna is to submit an original receipt. The fact that they are now claiming I do not have one is a complete lie. I had to submit it to them to register the product. They have a copy but are lying to you all about it not being submitted.
  3. Luckily I am submitting the original receipt so it should not be a problem to issue me a full refund as this appears to be the only reason they have not assisted me for 7 months.
  I would like to point out to the BBB that the problem with the blower is the carburetor and they are aware of the issue with the item. This is a complete sham they are doing to their customers while dragging out repairs that are unable to be completed because the carburetors are not readily available. I look forward to receiving my refund
  
  
  

  Business response

  06/17/2024

  Will follow up now that we have the Proof of Purchase Receipt. Can take a few days before responding back to the Customer via ********************** Incident Number 240219-000466

  Customer response

  06/18/2024

   
  I am rejecting this response because:
  Once again they are dragging the process out and procrastinating. To state now that they have a receipt is misleading because they have always had it. This back and forth is pointless and I am not sure what purpose the BBB serves? They have done nothing for over 6 months and are creating all of this over $354+ ? Their product is defective, they cannot get it fixed, and need more time? They manufacture this product but are also unwilling to replace it to resolve their known defective issue that no one seems to bother pointing out.

  I also believe they continue to respond to make sure the burden of the follow up falls on me the consumer. It should also be noted that it appears they are unable to get follow up from their own warranty provider? So, the company that they are telling the  consumer to use does not even respond to them? 

   

  Business response

  06/19/2024

  No further action on Husqvarna side at this time. We are in contact with the Customer.

  Customer response

  06/21/2024

   
  I am rejecting this response because: They still have done nothing
  
  

  Business response

  06/21/2024

  Customer will have to be a little patient as stated earlier we are working on this

  No further action on Husqvarna side at this time. We are in contact with the Customer.

  Customer response

  06/25/2024

   
  I am rejecting this response because:
  Based upon the rules of the BBB, I am required to respond within five days or they deem a non-response as an acceptable resolution so I will continue to respond until I have an actual resolution. It is somewhat comedic that I am asked to be patient after six months of waiting refund my money.

  Business response

  06/25/2024

  Husqvarna Incident: 240219-000466

  I have authorized a replacement after hearing back from the ASC...

   

  ASC called back and stated that they found the backpack blower, but it needs a carburetor.
  ASC stated they are unable to get a carburetor currently.
  
  Unit with :
  
  RJ Trailers
  **************

  Customer response

  06/26/2024

   
  I am rejecting this response because:
  I will accept this response once I know how I am going to get the replacement blower saying that I am going to get it and not explaining how I will get it is unacceptable I also need to know a date that I will be getting it

  Business response

  06/27/2024

  Husqvarna Incident Number:240219-000466

  See updates via the above Husqvarna Incident that you have been referred to

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Husqvarna has a blades for life program and yet they have a glitch in the system where their warehouse wont release the orders. Each representative states it as a different issue (ie: warehouse problem, back order, awaiting approval). Its been a month of back and fourth with them and no resolve. Secondary to this issue I paid for a bagging system in which arrived damaged and I cant get them to resolve that either. This has cost us significant time and money to pay for a company to mow for us, and hiurs in the phone to attempt a resolution.

  Business response

  06/07/2024

  We are aware and have made the Customer aware. We are working diligently to get this resolved. Order will be shipped ASAP

  Customer response

  06/07/2024

   
  I am rejecting this response because:
  They have replied as per usual with no resolution, no ETA, nothing. Its unacceptable!

  Business response

  06/09/2024

  Again,

  We are working diligently to get these orders out. This is a free order and the Customer has not lost in money. Had this been the case we would have processed a refund. We will get this order out ASAP

  Customer response

  06/10/2024

   
  I am rejecting this response because:
  1- the blades are free, yes. But weve been told 5-7 days not whenever you decide to ship.

  2- the bagger is NOT free! And weve yet to receive any response regarding this part of the issue. As per your previous response you would have refunded if we were out money- so refund it please.

  3- we are out money as the mower is useless without blades and the bagging system is a need. Weve had to hire and rent equipment without these items. I am requesting a full refund of the bagging system. Understood that free orders are not your priority- its a breech of the warranty and the correspondence from your team where they stated it was express shipped on one occasion and on others we were given a 5-7 day time frame. Weve been at this for a month.

  Business response

  06/10/2024

  No further correspondence on the Husqvarna side. Blades will be shipped soon. 

  Customer response

  06/24/2024

   
  I am rejecting this response because:
  
  ordered a bagging system that was delivered and stuck under a truck, its damaged.. weve waited over a month for resolution. The previous complaint included this- and we were told theyd refund it- nothing has happened so far. The order #******-000369.

  Business response

  06/24/2024

  Per ***** the Unit was delivered to the Customer and the Home Owner backed over the Product. See Photo attached showing no damaged to the Delivery by ***** or Husqvarna. No further action. See attached photo showing the box in tact. 

   

  ***** Case Number:C-150707784

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Zero turn mower was to have greaseable fittings on mower deck spindles main reason I purchased it even shown in 25 hr service manual for my machine no fittings at husqvarna keeps jerking my chain and won't replace spindles that are to be greaseable ,this is called bait and switch.a technician should be able to come my home and replace them! I'm a very disappointed consumer

  Business response

  06/04/2024

  Husqvarna Incident Number:240604-002078
  
  
  Our Engineers made the decision to change the spindles to Non-Greaseable
  This change consists of a more productive and longer life span Bearing
  This is how the Units are Manufactured from the past ****** *** design and concept 

  Customer response

  06/18/2024

   
  I am rejecting this response because:
  

  From: BUCK BUCK 
  Sent: Monday, June 17, 2024 12:50 PM
  To: BBB General Info <*****************************************>
  Subject: Re: You have a New Message from BBB Serving Southern Piedmont and Western N.C., Complaint #********

   

  This makes no sense at all is husqvarna going to install spindles I paid for

  
  

  Business response

  06/18/2024

  The Spindles on the Unit are the New Upgraded Spindles per our Engineers recommendations. The Greaseable Spindles are not available for this particular Unit. 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Gardena robot lawn mower from this company and straight away had problems with the machine. I tried to contact customer support via email, phone, website (in all countries they do business) and nothing!! This company boasts about having a great product and warranty but I promise you- you will have nothing but regrets and not one person from this company will offer any support. DO NOT SPEND YOUR MONEY ON THIS!

  Business response

  06/02/2024

  Husqvarna Incident:240602-000273
  
  Kayla
  
  My apology for reaching out and unable to get assistance. Your complaint has reached the Husqvarna ************* Division for Lawn and Garden; *********, **. I provided the Information below to contact Gardena for your concern. I am also forwarding your complaint to our Gardena Division since I do not have access to any of the transactions provided to you. 
  
  Gardena GmbH, based in ***, *******, is a manufacturer of gardening tools and has been a subsidiary of the Swedish Husqvarna ********************************************* Husqvarna ************************** ****************
  
  Headquarters: ***, *******
  
  Email us through our contact form
  ****************************************************

  Customer response

  06/02/2024

   
  I am rejecting this response because:

  as stated several times, I have tried reaching out to them in multiple ways. Your response simply reiterates my efforts and as the parent company clearly suggests you have no interest in standing behind your products and services 

  
  

  Business response

  06/02/2024

  Your statement is not true. What I sated was that I have no connection with the Gardena Products due to my location. I strongly urge you to reach back out to the place of purchase

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted Husqvarna using their web-based contact by email and no reply after 72 hours. Site stated within ***** hours.Issue: Husqvarna dealer sold me a new 54in zero turn lawn mower without a manual or product and manufacturer information. Went back the next day and requested the owners manual. The representative stated they were sorry they didnt provide it when I picked up the lawn mower. The rep contacted the shipping rep and they stated to download it off the Husqvarna website, but found the keys to the lawn mower. I was very upset, why should I download a manual that should be provided, and also find out I needed a key. I have pictures of the lawn mower before purchasing. I had to drive over 20 miles to the dealer one way. The rep said to contact Husqvarna customer service, they dont deal with ********************** rep, only the company directly. I want a document packet that comes with the lawn mower from Husqvarna. Maybe Husqvarna can compensate a couple gallons (4) of gas for the inconvenience. ************

  Business response

  06/01/2024

  Husqvarna Incident Number:240528-000337
  
  We will mail out a Manual and Key
  Customer will need to provide the following information
  
  Proof of Purchase Receipt
  Product Number
  Serial Number
  Verify address to mail the ********************** to
  
  

*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. ↩