ComplaintsforHusqvarna Professional Products, Inc.

Lawn and Garden

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Initial Complaint
09/12/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased another Husqvarna WeedEater 128L model on or around July 18, 2021 with the Lowes Extended Warranty Plan for $248.97. On September 4, 2022, while working in my yard the weed-eater stopped working. I drive to Lowes(2903) in *******, ********. It appears that Lowes no longer sells that model it has been replaced with Husqvarna Model 130L. The front-end manager was instructing the cashier on how to process the extended warranty but was unsure on how to proceed so she got assistance from another manager. Nevertheless, she left the area with my receipt and returned about 10 minutes later with another manager, ****. **** proceeded to inform me that I needed to contact Husqvarna to repair or replace the product. This is obviously an answer he tells all consumers because he did not look at my receipt. Which I informed him why do I call Husqvarna when I purchased the Lowes Extended Warranty on this product which is on the receipt had he taken time to look at it. So then he proceeded to tell me that I need to contact ***** Extended Warranty and they would inform me which ***** would have this model of weed-eater for me to go exchange it. He should have known that any product for outdoor equipment under $800, the warranty automated system instructs the consumer to take product back to the store. I have contacted Husqvarna on three separate occasions, September 5, 6, and 7th of 2022 but no one has returned my calls or left a voicemail to resolve this issue. So, I informed **** that previous times management would just swap these products out and I would have to purchase a new warranty for the new product. Nonetheless this needs to be resolved today. Its as simple as consumer purchased product and warranty from Lowes, Husqvarna product failed within manufacturer's and extended warranty period, product should be replaced at no expense to consumer. Its that simple.
Business response
09/12/2022
Husqvarna Incident Number:200331-002911
We will reach out tot he Customer via the Phone Number provided **************
I was unable to locate any communication attempt to reach Husqvarna by the Customer since 04/22/2022. Customer will follow our normal Warranty/Repair and Diagnosis process. If the Unit is found to be un-operable and at no fault of the Customer it will be repaired or replaced at no cost to the Customer
Customer response
09/13/2022

Complaint: 18006055

I am rejecting this response because: the issue is unresolved. I sent email correspondence back to ****** and until unit is fixed/replaced and I am back to functioning daily with this product the issue will remain open. As far as the April ******************************** her response that dealt with a different product not related to this complaint. However that issue remains unresolved as well by Husqvarna.

Sincerely,

***********************
Business response
09/13/2022
Response to the Customer Via ********************** Incident 200331-002911
Customer's Advocate will be the ************** and Unit will have to be diagnoses to determine warranty work...

Hi ****,

I do not have a direct line to be reached at, only an internal transfer.

We cannot provide authorization for repair or replacement before a diagnosis has been made. If the diagnosis provided by the service center is a manufacturer's defect, then the service center will submit a warranty claim.

I am in the consumer division, so the warranty claims do not come to my department. I won't be able to provide updates. The service center will be your advocate throughout the warranty process and they will provide updates to you directly.
Initial Complaint
09/09/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a Husqvarna TY24v54 in March of 2020, I received it by delivery a few weeks later. I purchased the lawn mower brand new from Lowes in **************** **. I have only had the mower now for two years, however Tuesday August 20th, 2022, the Lawn Mower stopped working. In further inspection the mower threw a piston and the engine is completely ruined. I have probably used the mower maybe ***** times. I have contacted Husqvarna with little to no help. I have called a local Husqvarna service location and they advised to bring the lawn mower to them and they MAY be able to fix it as long as Husqvarna Ok's it. They state I am going to need a proof of purchase, which I am currently looking for however my bank statement does not go back that far, and ***** has been unhelpful in providing me with a receipt. So I am frustrated that I purchased a brand new mower 2 years ok for $3,000 and now it might not be able to get fixed because I may not be able to find the receipt. This is not a small item, this is much like a motor vehicle. I am looking for the engine to be replaced, and Husqvarna to pay for the fix. Or I will take an exchange.
Business response
09/09/2022
Husqvarna Incident Number: 220830-002658
In order to perform the work needed the Proof of Purchase will have to be provided. This is needed for the Engine Mfgr to repair or replace Engines under Warranty. Since our Warranty Statements does specify that a Warranty can not be transferred, the POP is needed to verify being the only owner. We will reach out to the Customer to assist in any way possible but the POP is crucial in repairing the Unit under Warranty...
Customer response
09/12/2022

Complaint: 17935796

I am rejecting this response because, how am I to receive the proof of purchase when the original store Lowes in **************** ** is unable to find my receipt?

Sincerely,

*****************************
Business response
09/13/2022
Reply sent to the Customer today Via ********************** Incident Number 220830-002658
Response

Email

09/13/2022 06:03 PM
**************************

I recommend calling them first, they will be able to assist you better with the ****** & ******** warranty process.
Customer

CSS Email

09/13/2022 05:46 PM
******************************

Ok, so the closest one to me is the Clear Lake location, which isn't a problem. Do I just bring it to that location with a copy of my receipt and they will handle it from there? Or what is the process?

The information in this email may be confidential and/or legally privileged. It has been sent for the sole use of the intended recipient(s). If you are not an intended recipient, you are strictly prohibited from reading, disclosing, distributing, copying or using this email or any of its contents, in any way whatsoever. If you have received this email in error, please contact the sender by reply email and destroy all copies of the original message. Please also be advised that emails are not a secure form for communication, and may contain errors.
Response

Email

09/13/2022 04:50 PM
**************************
Attachment(s) (1)
Added to incident, but not sent:
2020 Husqvarna Warranty Statement.pdf

****** the below dealers are Husqvarna and ****** & ******** authorized.

********************************************************************************** 54005
**************

************** COMPANY
13997 FOREST ******* ***** ** 55038
**************

You can also go to:
https://www.briggsandstratton.com/na/en_us/support/dealer-locator-engines.html?icid=dealer_redirect_eng

Private Note

No Channel

09/13/2022 04:50 PM
**************************
Attachment(s) (1)
2020 Husqvarna Warranty Statement.pdf

customer was able to get a copy of receipt

his mower made a loud pop noise and the mower stopped.
believes it has thrown engine piston. engine completed locked up.
Customer response
09/14/2022

Complaint: 17935796

I am rejecting this response because: I will bring it to the Clear Lake True Valu and have it repaired there, I would like to keep this complaint open until repairs are made on engine.

Sincerely,

*****************************
Customer response
10/26/2022

Complaint: 17935796

I am rejecting this response because:I purchased a Husqvarna riding lawn mower in March 2020, I have used the lawnmower now for 2 years. In August of 2022 the engine completely seized up on me. I took the mower to a True Value in ********** ********* for service as the lawn mower is under a 2 year warranty. I spoke to Husqvarna previously, there was a BBB complaint filed against them as well. They advised me to bring the mower to True Value and it would be handled, so that is what I did. I get a call from True Value stating that my claim was denied due to lack of maintenance. This Lawn Mower has only been through 2 seasons. I have replaced the oil in the engine in September 2021, I still have the oil in my garage to prove that it had been changed. There is no way that an engine would completely seize up within 2 years of purchase. After the engine seized, the lawn mower sat for 3 months and has not run since. The engine was defective and had a working engine been placed in, would never had done this in 2 years. If they are not able to fix my engine, I will be looking for reimbursement for the purchase of the mower.

REPAIR

Sincerely,

*****************************
Business response
10/26/2022
Husqvarna Incident Number: 220830-002658

Our **************s are the experts to determine if a Unit or Product will be covered under warranty. If the ************** states that their findings and diagnosis is not a Warranty Repair, that will stand. If the Customer can provide any type of Service or Maintenance Records, I will review again....
Customer response
10/27/2022

Complaint: 17935796

I am rejecting this response because: This is completely ridiculous and I will not accept this type of response. The lawn mower is only 2 years old and should not under any circumstances have died within that timeframe. If you review the information, my previous communication with Husqvarna was that it will be handled and repaired, that is why I brought the mower in to a location to get serviced. How would I provide evidence? What information would you like when I do my oil changes on my own? There is something very wrong with this response, and I expect a full resolution, otherwise my next steps will be an Attorney General complaint, along with a very detailed review of how inadequate Husqvarna's equipment is, and how terrible their customer service has been up to this point.
I would like a manager to call me right away regarding this matter. Otherwise, I will be expecting a full refund for this terrible piece of equipment.

Sincerely,

*****************************
Business response
11/01/2022
No further action on this complaint..
Initial Complaint
08/31/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My new trimmer wont run on premium unleaded fuel mixed with husqucarna oil. It will only run on specialty fuel that costs $40 a gallon. It states in the manual it will run on 89 octane with 10% ethanol and I run premium zero ethanol fuel with husquavarna oil and it wont run properly on that. It runs fine on the specialty fuel only. This is false advertising
Business response
09/01/2022
Husqvrna Incident Number: ******-002337

On 08/30/22 the Customer was given instructions to locate an Authorized Husqvarna Dealer and follow our Warranty process. The customer has failed to do that filed a ******************** Complaint. See below the instructions given and that have not been followed.

Response

Email

08/30/2022 05:51 PM
*******************,

Hello Colton,
RE: Reference # ******-002337

Please be advised that for warranty service please find an Authorized Location near you. You can find locations at https://locations.husqvarna.com/. Give them a call to set up an appointment. Please register your unit online at https://husqvarna.quickreg.me/ and bring with you a copy of the proof of purchase. All warranty discussions should be directed to the ************************* of your choosing.

All warranty discussions are thru our authorized service center as they are your warranty advocate.

If you need any additional information, you may reply directly to this email.

Thank you for contacting Husqvarna,
******

Please Note: If you do not REPLY directly to this email your message will be lost.

Customer response
09/01/2022

Complaint: 17800913

I am rejecting this response because: I have done exactly what they request. Its up to them to do the right thing once the dealer contacts them

Sincerely,

***************************
Initial Complaint
08/31/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On June 30th, 2021 I have purchased a Chainsaw Husqvarna 562 XP at ***************************** LLC an authorized dealer in ****** **. Two weeks ago the chainsaw kept stalling and would not run again, so I took the saw to the same dealer where I had purchased it. On Thursday, August 25th, 2022 I have received a call from the dealer stating that Husqvarna had rejected the repair to be covered under warranty, stating that the piston had scratches on it. On Monday, August 29th, I contacted Husqvarna directly and gave them the repair reference number, and they stated that they would get back to me later that day or the following day.Today I received a phone call from Husqvarna and someone from the escalations department stated that they would not honor the warranty because the wrong fuel was used and that was the reason for the failure. I explained that I only ever used the Premium Non-Ethanol fuel with a 50:1 oil mixture as instructed by the sales person at the dealership. The gentlemen stated that the technician at the dealership reported that I had used the incorrect fuel in the saw.
Business response
09/01/2022
Husqvarna Incident Numbers: 220824-000821 and 220829-002081
Based upon the findings of our Authorized *********************** and our Internal Dealer Tech Support Agents, the warranty is denied due to fuel related issues. Improper Fuel Mix and the photos provided solidifies the reason for the Warranty Denial and this will remain.
Private Note

No Channel

08/30/2022 02:46 PM
*************************,

Dealer/Tech Support 220824-000821 - photos provided.
warranty denied - fuel related issue.

Customer does not agree and states will get an attorney to fight this.

Response

Email

08/24/2022 06:33 PM
***********************,

Hello ***********

Thank you for photos sent in with this passing a pressure vacuum test and scoring on the exhaust side this looks to be a fuel related issue and is not covered under warranty I am sorry
Customer

CSS Email

08/24/2022 01:54 PM
*****,
Attachment(s) (9)
IMG_4970.jpg
IMG_4971.jpg
IMG_4972.jpg
IMG_4975.jpg
IMG_4973.jpg
IMG_4980.jpg
IMG_4978.jpg
IMG_4979.jpg
IMG_4977.jpg

****** as requested here are the photos of the saw.

My apologies for the delay.

Email was too large to send. Was returned by husky server.

Regards,
Brett
On Wed, Aug 24, 2022 at 1:15 PM ******************* <******************> wrote:

******, as requested here are the photos of the saw.

Regards,
Brett

On Wed, Aug 24, 2022 at 12:47 PM Husqvarna ********* Services <*****************************> wrote:

Customer response
09/01/2022

Complaint: 17800716

I am rejecting this response because:

The fuel used in the saw since purchase was the fuel recommended by the authorized dealer. If it was due to inadequate fuel, why are the other Husqvarna machines I have purchased from the same dealer working just fine with the same fuel?
What equipment or method has the dealer used to determine that the fuel in the saw is inadequate? Husqvarna technicians have not had the opportunity to review and test results and solely rely on the statement of the dealers technician who has not taken the required steps to test the fuel.
For the above mentioned reasons, we reject the response from Husqvarna.
Sincerely,

*********************
Business response
09/02/2022
No additional comments.
Customer response
09/08/2022

Complaint: 17800716

I am rejecting this response because:
i have purchased a fuel test kit and have tested the fuel that was in the saw and the test showed that the fuel is of good quality. This is not a scientific test but still more of a test than was done by the technician at the dealership.

Sincerely,

*********************
Initial Complaint
08/30/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 4/24/22 I purchased a Husqvarna leaf blower (model 125B) from ****** for $185.86. Since it was still early in the season I did not first use the blower until late May. The blower worked for 3 sessions and then suddenly stopped. ****** would not exchange the unit because they have a 30 day policy on outdoor power equipment. I was told to work with Husqvarna under their warranty service. When I took the unit to an authorized Husqvarna ************* (******'s **** and Garden Equipment) I was told that the engine had signs of damage from bad fuel. This type of damage is not covered under the Husqvarna warranty and the inspection cost me $65. The amount of damage found on the unit could not have happened with bad fuel with only a few uses. In fact, the same type of gas powered my trimmer for a few months. I tried working with Husqvarna to resolve this issue but they refuse to honor their product. I believe I was sold a defected unit and Husqvarna nor ****** will stand behind the product they sold me. I'm asking for assistance with either getting a new unit or a full refund for the purchase price of $185.86. In addition, I would like a refund of the $65 I was charged to evaluate the unit. Thank you, *****
Business response
08/31/2022
Husqvarna Incident Number:220817-001993
The Unit was diagnosed by one of our Authorized Servicing Dealers and they are very qualified in what they do and repair. As stated before the Warranty Denial will stand based on the Dealer findings. What I am willing to do is send a replacement Unit that will not have a Warranty. This is a Good Will gesture but the amount paid will not be reimbursed.

Thanks; *******
Customer response
09/06/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************************
Customer response
09/23/2022

Complaint: 17794152

I am rejecting this response because:
Hi ******,

Ive had no communication from the company since I accepted the resolution via your website. Any help is appreciated.

> Hi ******,
>
> Im following up to see if you had any timeline on when Husqvarna will contact me regarding my replacement blower? I accepted their resolution on 9/6 , but I have not heard from them.
>
> Thanks, *****

Business response
09/23/2022
Per my last interaction a response was not received from the Customer as to whether they accepted my offer for the Blower and no refund. See below

The Unit was diagnosed by one of our Authorized Servicing Dealers and they are very qualified in what they do and repair. As stated before the Warranty Denial will stand based on the Dealer findings. What I am willing to do is send a replacement Unit that will not have a Warranty. This is a Good Will gesture but the amount paid will not be reimbursed.

Are you accepting the Offer for the Blower Replacement????

Thanks; *******
Customer response
09/26/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please have them ship the new unit to
5214 ******************************************************************** 66085

Sincerely,

***********************************
Initial Complaint
08/23/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
08/30/2020 we purchased a Poulan PR4218 chainsaw for $168.99 . We have not used this item more than 20 hours and it no longer will start . Contacted Brymond (a Poulan representative) who referred us to a list of repair shops . The first one was located close by so we went there to discover the address is non existent . So we called the next two to confirm availability to no avail , the first establishment did not even ring , the second was rental only . So we contacted ******* again and received 3 more businesses that did not exist . Luckily one location in ******** asked us to bring the chainsaw by . We hurried over where the mechanic asked us to dispose of this and buy a new one cause he does not work on this . Contacted ******* once more where she said her supervisor will contact us when available....that was five days ago ! This product is still under warranty ( per Brymond) and we are seeking resolution . Also the manual which we kept with the receipt does not cover thisPR4218 . It has ten models listed but not the model we purchased .
Business response
08/23/2022

Husqvarna Incident Number:200813-003311

I will reach out to this Customer via phone number (************** and make certain we locate a Dealer that will service this unit. Customer can expect a phone call from ********************** Customer Service.
Customer response
08/25/2022

Complaint: 17752122

I am rejecting this response because: This company has contacted via email and stated they would replace the under warranty Poulan PR4218 chainsaw after we submitted photographs of holes drilled through cylinder , serial number scratched off and address to send new chainsaw to . Which was completed 8/23/2022 . This is contradictory to the information provided by the BBB . They never contacted me by phone . Best regards ***************************

Sincerely,

***************************
Business response
08/27/2022
Per the Customer he is satisfied as ********************** did exactly what we stated we would do. See below..

Customer

CSS Email

08/26/2022 01:45 PM
****,

I have received the replacement Poulan chainsaw and I thank you for standing behind your product . We have nothing but good things to say about the Poulan corporation . We also contacted BBB and let them know that this matter has been resolved to our fullest satisfaction . Best regards ***************************

Sent from Yahoo Mail on Android
On Wed, Aug 24, 2022 at 6:56 AM, Husqvarna Support
<****************************************> wrote:

The information in this email may be confidential and/or legally privileged. It has been sent for the sole use of the intended recipient(s). If you are not an intended recipient, you are strictly prohibited from reading, disclosing, distributing, copying or using this email or any of its contents, in any way whatsoever. If you have received this email in error, please contact the sender by reply email and destroy all copies of the original message. Please also be advised that emails are not a secure form for communication, and may contain errors.
Response

Email

08/24/2022 07:56 AM
***********************,

Thank you!

Your replacement order number is 16333410.
Initial Complaint
08/22/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed my order on August 4th 2022, on the Husqvarna website, Order Number: *************, for HUSQVARNA AUTOMOWER 115H. As of now I have not been contacted back with any shipping updates, although it is well passed any of the shipping timelines. In addition to not having received the unit, I have also been charged the full amount of $1279.49. At this point, I would just like to be refunded for the unit I have never received nor received updates on yet have been held accountable to pay for.
Business response
08/22/2022
Husqvarna Incident Number:220821-000012
I have searched our system and I was unable to locate an order for this Customer via the Phone Number: ************* I searched by the Name *********************************** and was still unable to locate an order. I will call the Customer for more details to try and locate this order..
Initial Complaint
08/18/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased a grass catcher from Husqvarna National May 24th 2022 and it arrived June 13, 2022. It was for our Husqvarna Lawn Tractor. Cost was $443.70. The bracket holding the grass catcher broke with minutes of first use. The local dealer attempted to repair but the weld they made wouldnt fit into slot on tractor. After three unanswered complaint letters to National the best they will do for us, at our expense, ship the bagger back (approximately $90) and charge ** a restocking fee (approximately $65.) The local service center was ******************** ************************************************. They claim that they cant do anything its up to National. National says take it to the dealer.
Business response
08/18/2022
I was unable to locate information for this Customer in our System. Not sure who the ******************** was they Bagger was order from but Husqvarna National is not Husqvarna and not one of our Authorized Dealers/Sellers or Service Centers. No previous interactions with this Customer but we will reach out and attempt to assist in any way that we possibly can.
Customer response
08/20/2022

Complaint: 17731640

I am rejecting this response because: the receipt is from the company that says it not them.

Sincerely,

*************************
Initial Complaint
08/17/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On May 30th, I purchased a husqvarna automower through a synchrony bank line of credit in the amount of $1925.99.On 6/29/22, I completed a return request over the phone. The box for the mower had arrived damaged and the mower wouldn't stop cutting its boundary wire (Reference # ******-000953). I was told to return the mower (at my own expense) and that it would take ***** business days to process my refund. I know from tracking ( ****** ************) that the mower was received at the return facility on 7/14/22. It has been over 30 business days and I have still not received a refund for the returned equipment.
Business response
08/17/2022
We reached out to the Customer twice today with an update. This is being expedited.. Will follow up with the Customer at the beginning of next week.See response below...

Response

Email

08/17/2022 05:15 PM
*************************,

Hello ******,
RE: Reference # 220620-000953

I hope this email finds you well.

I am sorry to hear that you have not received any further information on your return and refund. I have forwarded your case to our Escalations team and they are working to get an update for you. They will contact you directly as soon as they have new information for you. Thank you so much for your patience.

If you need any additional information, you may reply directly to this email.

Thank you for contacting Husqvarna,
******
Initial Complaint
08/15/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a Husqvarna 128 CD trimmer from Lowes online on April 12***** .I received my order on April 25*****. I used the trimmer less the two month . Because the trimmer would not stay running while it was idling .I took the trimmer to a authorized Husqvarna service center for repair work . I received a call from the repair shop around July 10 or 12 ***** and was advised that trimmer had a defective part . I was told the unit will be repaired at no cost to me on the labor and the part but I would have to pay for shipping and handle on the part and the part will be on back order until October or November . I contacted support by chat and it was a bleeping joke. One person say something different and second person say another thing about the warranty on the product. I have contacted Husqvarna by phone and I was told any warranty work had to go thru the service center were is being repaired .
Business response
08/15/2022
Husqvarna Incident Number:220719-002184
We have reached out to the Customer and this has been resolved

220715-001979
Private Note

No Channel

08/15/2022 02:48 PM
*********************,

Consumer First & Last Name:

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

Reason for Call:

Customer trimmer with part backorder and shipping issue for warranty.
Flywheel on backorder until October.
Sending refurbished unit to use for parts.

Phone number:

Email Address:

Action Taken or Info Given:

966441801 - 128CD

16315631

Customer response
08/19/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and This will be the last time I will ever buy a Husqvarna product again. I have so much problems trying to get this unit fixed the 128 CD trimmer .The people who repaired the unit were very helpful and grateful for their customer service on this matter .But as a consumer I should not have gone through this problem trying to get a product fixed ***************** at ********************** is the worst Ive ever heard of .The people who work for your company dont know what the h*** theyre doing .Its time that you company go back to the basics of customer service and let people talk to people who know what theyre talking about .I cannot deal with people on chat because they dont know what the h*** theyre doing. Go back to American based customer phone service and not overseas based. The refurbished 128 CD trimmer that came in did not crank up at all .They used the parts out of it to fix mine .That is working okay.

Sincerely,

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

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ComplaintsforHusqvarna Professional Products, Inc.

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