ComplaintsforHusqvarna Professional Products, Inc.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date i order the replacement deck was the 2nd week of June, i was told July 8th I would have my part. Called the dealer and date was moved to July 18. Called and my order was moved to July 28th. Called and order was moved to August 8th. Called and order was moved to August 18. Called and now the order is moved to August 28. I talked to the dealer and the US has 1 mower deck in the country and I am number 7 on the list. They can't give me a delivery date and I already paid for it the 1st day i ordered it I paid it in full. And I can get get a response from husqvarna online sense that's the only way they do customer service on when this item is available. I have tried 3 times with the customer support and they can not resolve it and they say they will look into it and then I get an email saying problem resolved. I want to talk yo a person and I can not get one

  Business response

  08/11/2022

  Husqvarna  Incident Number:220810-001073

  Unit is out of Warranty and we have reached out to the Customer(Customer can receive a refund since the part is on back order)
  

   

   

   

  Consumer First & Last Name:
  
  *****************
  
  Reason for Call:
  
  Says he got nowhere with our online support.
  Ordered deck through Dealer location at the end of June.
  Date keeps pushing back.
  Deck is backordered.
  Customer demanding a replacement mower ****** discontinued in 2016).
  Informed customer I cannot provide that for him.
  Informed customer that the parts are not available, and no promise date is available for this deck.
  Customer demanded alternative compensation for this since his dealer order is on backorder going on 2 months now.
  
  Phone number:
  
  Email Address:
  
  Action Taken or Info Given:
  
  Informed customer that he can cancel his order with the dealer for reimbursement or wait for the parts to be available to ship out.
  Informed customer that he could potentially go through warranty since he claims that the deck welds failed, and mentioned that some of our mowers have a 10 year warranty on the deck based off of date of purchase.
  Customer disconnected stating he was going to *** us.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Husqvarna auto mower 430X in August, 2020 from Lowes. I received an email August 26, 2020 from **** Shapely from Husqvarna stating that Diamond Outdoor would be setting the mower **. Upon the mower being installed in September. I immediately began having issues. The mower would get stuck near my fire pit (it had wires to prevent it from going there), it would get stuck near a tree, and it once ended ** in the street of my yard despite wires. I contacted customer service in September with this concerns in which they referenced me back to Diamond outdoor to come and fix the issues. I called and complained in Oct, 2020 and was given free blades due to my issues with the mower. The mower was still having issues but it was put ** for the Winter month. ** the Spring, the automaker was still not working properly. It kept saying that there was no loop signal. The customer service claimed that they did not have a history of m calling about the mower and referenced me back to diamond. I was able to get in touch with the dealer for Huqvarna in ************, ** area. His name is *******. He was attentive, and tried to help at first. He sent another mower to my home to try and find out what the problem was with my mower. He had the company pay one of the times Diamond came out to repair the wires. Eventually ******* stopped helping and stated that he has a new position with the company. Since, I have not been able to get anyone else to assist, I have paid over $200 for wire repairs, and re installation from Diamond outdoor. I should not have to dish out this kind of money for a machine that cost almost **** dollars. Diamond is no better than their dealer Husqvarna with professionalism, and coming up with a solution. I have been given the run around for this machine, and this company. I informed them to pick up the machine, and refund me my money as an option on one of the times I called customer service, in which I was referred back to contacting Diamond to fix it.

  Business response

  07/18/2022

  Husqvarna Incident Number:211112-001592

  Per the Incidents I have located, I only show contact from this customer on the following below  (11/12/2021)

  We will reach out to the Customer for assistance. We will respond via the Incident above. Please reply to this incident  only for updates and assistance
  

   

   

   

  
  
  11/12/2021 03:59 PM
  *********************,
  
  
  Product Troubleshooting
  Item Number / Model:    AM 430X
  
  Issue Presented:
  
              AM again not working -- "No loop signal", and blue flashing light
  
              Tried moving to front yard (it never makes it there)
  
              Previously had lines cut by contractor digging nearby
  
              Lowes purchase (08/2020), but installed by Diamond (Eqpt?)
  
              Cx says she's called us several times, but we have no records (probably spoke with ASC),
  
                         only contact info
  
              
  
  Resolution:          ASC [broken wire somewhere; Cx not able to diagnose or fix]  28311 (************, **)

  Customer response

  07/19/2022

   
  Complaint: 17581382
  
  I am rejecting this response because:

  that is not a resolution. I called multiple times to that company, I have text from speaking for over a year to a representative for them, text and calls to Diamond about fixing the machine. Blades to satisfy me for my troubles. This is not going to come from one phone call. The machine need to be picked up and voided the rest of the pay for that sorry non working thing. 

  Sincerely,
  
  *******************

  Business response

  07/21/2022

  We are reaching out to the Customer via this Incident only  ***************
  

  Update was sent to the Customer on  07/18/2022

   

   

   

  
  
  07/18/2022 08:56 PM
  *****************************,
  
  
  Husqvarna Incident Number:211112-001592
  Per the Incidents I have located, I only show contact from this customer on the following below  (11/12/2021)
  We will reach out to the Customer for assistance. We will respond via the Incident above. Please reply to this incident  only for updates and assistance
  

  Customer response

  07/22/2022

   
  Complaint: 17581382
  
  I am rejecting this response because:
  
  The company called me yesterday to inform me they will not do anything. I am not satisfied with them waisting my time and not standing by their faulty equipment. I need a real resolution. I spent over two grand on that mower and for that company to not do anything to come up with a agreeable solution  is Ludicrous. What are next steps in reference to small claims court?

  Sincerely,
  
  *******************

  Business response

  07/27/2022

  As instructed, the Customer will need to reach out to the Installer,

  We will reach out the Installing Dealer and coordinate to visit the Customer but the concerns presented are not covered under Warranty. Again, no previous history of concerns since the Unit was purchased 2020, August
  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a TS354D from a retailer in May of 2020. On June 11, 2022 my husband was riding the mower cutting our grass and it caught fire. He had to jump off of it to put the fire out, when he jumped off, the riding mower rolled down a slope into a tree, causing the entire front end to be damaged, along with the damage and burned parts on the hood of the mower and under the hood. I contacted Husqvarna and was told to take it to a local retailer/repair shop near me. The mower was taken there on June 15. I have been in contact with several employees through the husqvarna chat since there is no way to speak to anyone over the phone. I have been told repeatedly that it has been escalated and is being dealt with by the burn unit. I was finally able to convince someone from customer service, named Art, this past Friday and was told he would look into the status of this situation and would call me back that day regardless if there was an update or not. I never received a phone call back. I have sent numerous emails with no response. I have asked for a time frame of when this matter will be resolved with never receiving an answer, other than it has been escalated. It has now been over a month, with still no updates or a timeframe of when this issue will be resolved. Whether it being that riding mower will be repaired or replaced. I have nearly 3 acres of property and have been either having to pay nearly $200 a week to have my yard cut or spending 13 hours cutting it all with a push mower. The contact with this company has been terrible, and no resolution has been made yet. I asked for a corporate phone number, or any phone number to speak with someone over the phone and have been told there is no way to speak with someone over the phone and they do not have the contact phone number to the corporate office.

  Business response

  07/18/2022

  Husqvarna Incident Number:220624-001114

  We have been in contact with the Customer

  Since this was a Thermal Event/Burn Unit, we have to wait for the Legal Team and Fire Investigators to complete. As soon as this is done, we will reach out to the Customer...See below for most recent correspondence

   

  Response
  
  Email
  
  07/18/2022 04:24 PM
  *************************,
  
  
  **************** I reached out to our inspector, but unfortunately no update on your inquiry as of yet. I do apologize for the delay but will contact you as soon a I have more information for you.
  Thank you
  Customer
  
  CSS Email
  
  07/16/2022 10:30 AM
  ***************************,
  
  
  Hello, I believe I spoke with you the other day on the phone. I first want to say thank you for calling me back later that day (as you stated you would) whether there was or was not an update. I would greatly appreciate a phone call today and am stating that I now expect this matter to be rectified no later than this coming Friday, July 22, 2022. That means completely resolved with either a COMPLETELY fixed mower or a NEW replacement. This has been the worst communication and customer service I have ever received from any company. I cannot even begin to tell you how unsatisfied I am. I am demanding a supervisor, GM, or someone from corporate to contact me no later than Monday, July 18, 2022 by 5:00 PM/EST. If these requests are not met I will be in contact with my attorney for the negligence of your company (Husqvarna) and will peruse legal actions-not only for the fire that could have caused my husband to be severely injured, but also for the negligence and poor contact from your company. If you wish to avoid this, I am expecting these requests to be fulfilled by the given dates. You can contact me directly by phone ************, or via this email address. 
  Thank you, 
  ******* George 
  
  
  

  Customer response

  07/19/2022

   
  Complaint: 17579341
  
  I am rejecting this response because: 

  The fire happened over a month ago, my riding mower has been at the designated service center. I have been told numerous times that it has been escalated and they are waiting on the fire inspectors report. I feel that over a month is plenty of time. If it truly is taking this long to resolve the matter, I feel that since the fire was due to no fault of our own, husqvarna should either pay to have our yard taken care of, reimburse us for the yard work we have already had to have done, or have a lending mower of some type. 
  
  Sincerely,
  
  ***************************

  Business response

  07/21/2022

  We reached out to the Customer on  07/18/2022

  Fire claims can take weeks and sometimes months to resolve. It all depends on what the Investigators are finding. Once the investigation is concluded, the Customer will be notified.
  

  Response
  Email
  07/18/2022 04:24 PM
  *************************,
  
  
  **************** I reached out to our inspector, but unfortunately no update on your inquiry as of yet. I do apologize for the delay but will contact you as soon a I have more information for you.
  Thank you

  Customer response

  07/22/2022

   
  Complaint: 17579341
  
  I am rejecting this response because: the issue has/is not being handled in a timely manner. Over a month with still no report from the fire inspector is asinine. If whoever you are using for the fire inspector cant handle reports in a timely manner, a new one should be found and used. 
  
  Sincerely,
  
  ***************************

  Business response

  07/27/2022

  Customer will have to wait for the Inspectors to complete their investigation.

  Customer response

  08/17/2022

   
  Complaint: 17579341
  
  I am rejecting this response because:I purchased a Husqvarna riding mower TS354D in May of 2020. This past June (the beginning) it caught on fire while my husband was cutting the grass. I contacted Husqvarna (which you can only chat with support online). I was told to take the mower to a certified dealer/repair shop. I did this a few days after the fire. I have been going back and forth through email with a main contact, ******. He has now stopped responding to any emails I send. The authorized repair shop manager has also attempted to contact him through email, both last week and today, with no response. The repair shop is running out of room basically just storing the mower there for the last two months. They have several other mowers/machines that need fixed and do not have the capacity. I have not been kept in the loop with what is happening whatsoever. The last I was told is I would have to wait for the fire inspector. I found of from the repair shop that last week Husqvarna just asked for more pictures of the burned mower. I have approximately 3 acres of land and have either been paying $200 weekly to have it cut, or spending 8+ hours cutting it with a push mower. Husqvarna has had PLENTY of time to resolve this matter and has done nothing to. Nor have they been the ones to have to pay hundreds of dollars or spend tens of hours push mowing nearly 3 acres.
  
  Sincerely,
  
  ***************************

  Business response

  08/17/2022

  This Unit and Fire Damage is still being investigated and once the Investigators have determined the cause of the fire the Customer will be notified..

  Customer response

  08/22/2022

   
  Complaint: 17579341
  
  I am rejecting this response because:
  this has been an ongoing issue since the beginning of June. That is an ample amount of time for the issue to be resolved. If the inspector is going to continue to take this long, Husqvarna should just provide us with a new mower. It is absolutely ridiculous that we have been push mowing almost 3 acres because Husqvarna cannot make sure this is handled in an appropriate, timely manner. 

  
  Sincerely,
  
  ***************************

  Business response

  08/27/2022

  No additional comments at this time..

  Customer response

  09/26/2022

   
  Complaint: 17579341
  
  I am rejecting this response because:

  Hi again, 

  I was wondering how to go about reopening a complaint that I had filed. While our mower was fixed (and I use that term lightly) since receiving it back and attempting to mow our lawn, we have already had MULTIPLE issues and broken parts. 

  Yes. When we received it back, the front left deck wheel will not stay on, come to find out that it is not the correct size. The *** was being held together with plastic zip ties, which melted off. Putting plastic zip ties on an engine that gets hot-thats just another fire waiting to happen. Also, the belt on the deck will not stay on correctly. Therefore, when you go to engage the blades, they will not engage. 

  
  
  Sincerely,
  
  ***************************

  Business response

  09/26/2022

  We reached out to the Customer and Dealer today and the Dealer will be picking up the Unit to diagnose again...

   

  Private Note
  
  No Channel
  
  09/26/2022 02:31 PM
  *************************,
  
  
  From: *************************
  Sent: Monday, September 26, 2022 2:30 PM
  To: ***************** <********************>
  Subject: RE: TRACTOR COMPLETE
  
  Hi ***, please add the additional repairs of ******************************** to this case and submit through web warranty under this same authorization number.
  Thanks
  
  
  Customer
  
  CSS Email
  
  09/24/2022 11:47 AM
  ***************************,
  
  
  Hi ******, 
  
  
  I wanted to let you know that we are already having issues with the tractor. We didnt get a chance to mow until yesterday, and the front left wheel of the deck keeps coming off, the belt on the deck keeps coming off, and possibly another issue when you go to engage the blades. Come to find that there are parts that were held together with zip ties! At this point I am over it and extremely livid. I wanted to let you know that I already sent an email to ***************** and have reopened my complaint with the BBB. I will attach some images. While this may be directly towards Husqvarna, ICR is the company that is certified through Husqvarna and this is the awful repair we received.
  

  Customer response

  09/27/2022

   
  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,
  
  ***************************

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 we bought what we thought was a good tractor from a good tractor company. We had to wait 6 weeks because demand outweighed supply on tractors. We had our previous tractor for 15 years, thought we would spend more and get, what we thought, was a tractor from a good company. We got a 3 year bumper to bumper warranty without * showing. We have looked over everything a bunch of times and no where does it say the engine isn't covered. We had only 18 hours of run time on our tractor when it started to act up. It would rev and lower on its own over on a constant basis. We put in a warranty claim, again verifying the 3 year bumper to bumper warranty & at the time it wasn't even 1 year ( take away that it was put away for winter ). The representative again verified yes, bumper to bumper and to take it to an authorized dealer. After calling a couple places husqvarna said were dealers and getting told no we aren't, or for us to work on it ourselves, we finally found another dealer from Husqvarna website. We verified with the place they were a warranty center and could repair the tractor. We get a way to take it there and drive it the 30 miles to get there. We get called and told that they feel it is the carburetor and that they contacted Husqvarna who is now saying bumper to bumper doesn't cover the engine. Engine is a ****** and ******** and even though, this tractor had only 18 hours run time and no reason at all the carburetor should be shot, they refuse to cover it. We can not contact ****** and ******** as they have no options to get a representative and just say to take it to a dealer. They will only talk to them. The dealer is saying the company won't cover it and now want to charge us $45 to even pick up the tractor, broken, to take back home. To be fixed its $450 plus $45. This is unacceptable.

  Business response

  07/18/2022

  Husqvarna Incident:220715-000090

  Husqvarna has and always provided Full Warranty Repairs for any covered warranty. Please provide the Dealer information that you have taken the Unit to. Does the Dealer have the Unit at this time or is the Unit still in your possession? Not sure why a Dealer would state that we would not cover a Warranty Repair but I will investigate that as well. The Engine Mfgr is responsible for warranty work but Husqvarna works with every Dealer to assure that the work is completed and if warranty; it will be covered. Pick and Delivery is not covered per our Warranty and that is the responsibility of the Customer. I am sending this same information to the Customer via the above Incident Number. Please respond to this Incident only to assure completion of the work. We will be reaching out to the Customer.
  

  Customer response

  07/21/2022

   
  Complaint: 17576327
  
  I am rejecting this response because nothing in the response is fixing the problem. What we have since found out is the dealer they sent us to, isn'***************** and ******** dealer. Dealer, you list, should have never been suggested since the issue was dealing with the engine. We found out the dealer admitted they never actually looked at the tractor. They admitted they will not take apart a carburetor. We found out they never looked at the auto choke. They were totally unprofessional & they took advantage of us. $450 quote for carburetor was fluffed with things that were brand new. That dealer is a full scam.  They also had no clue that a tractor had a run time clock and seriously fought with my husband that it didn't only have 19 hours of run time. We were able to get our tractor & take it to a dealer that BriggsStratton covers. We didn't have to pay the $45 once my husband called all the dealers bluffs, however he was verbally abused by the manager to even get that far. ******* brothers ( formerly ******** *******s LLC ) should no long have your business. 
  
  We were never told when we made the warranty claim that though there is a bumper to bumper warranty, that doesn't mean the engine. We also were not told that BriggsStratton warranty is actually only  2 years. If it has to do with "fuel", then briggsstratton can bow out of helping saying the warranty won't cover that, putting it off on the customer. Dealer we had to take it to said they are over 10 days repair tractors. Won't have any idea what is actually wrong with our tractor for 10 more days and we have already been without it all season. I want to make sure whatever is wrong with the tractor gets fixed & we aren't going to be paying for it. 
  
  Sincerely,
  
  ***********************************

  Business response

  07/21/2022

  We will locate a ****** Dealer for this Customer. We have reached out on 07/18/2022 and 07/20/2022 and he Customer did not respond.

  Customer response

  07/22/2022

   
  Complaint: 17576327
  
  I am rejecting this response because I have replied. You also are not even attempting to read what I am saying. I don't need a ****** and ******** dealer as I explained that I already have it at a dealer now. We have to wait 10 days to even know what was wrong & if it is going to be covered by ****** and ********. I contacted ****** and ******** and they gave me their dealer. They didn't understand why Husqvarna didn't make sure we went to a ****** and ******** dealer when we explained what was wrong with the tractor. I got one message for my personal email that didn't even make sense. It was talking as if they had no clue the situation & to take my tractor in somewhere. I assumed that was a late email from the beginning of all this. This is one of the big issues with Husqvarna customer service. It is all emails and chats. People that also don't understand things that are said or typed. You then get delayed emails that do not pertain to what is being said because everything isn't being understood or emails aren't being fully read. 
  
  My issues is still saying you have a 3 year bumper to bumper warranty is not so when you refuse to cover the engine. When I made a warranty claim it was never explained that engines are covered by another company with another warranty. We bought this tractor because of the warranty and now we find out, there are two different warranties, with the engine not really covering everything either. When I made the warranty claim, it was clear it could be something with the engine so it should have been made sure I only go to dealers that cover BOTH Husqvarna and ****** & ********, but I was not told that. ******* Brothers, Previously ******** *******s, should no longer be a dealer after the scam they attempted on us. 

   

  
  Sincerely,
  
  ***********************************

  Business response

  07/27/2022

  The Warranty is being handled according to our Husqvarna Warranty Process. The Customer can rest assured that anything that is covered under warranty for the Bumper to Bumper will not be at the expense of the Customer.

  Customer response

  07/27/2022

   
  Complaint: 17576327
  
  I am rejecting this response because they actually are NOT covering it. We just got told that our tractor, again with only 19 hours run time, has a blocked carburetor. It will take $320 to fix. They are ordering the parts now and our very expensive tractor is even more expensive. The claim was denied by ****** and ******** because they say that anything fuel touches isn't covered. We are struggling to get by and we have to pay a car payment to get our expensive tractor back to cut our grass, that desperately needs it. My husband is a service connected disabled veteran and I have Lupus. We can't push mow our acres, so we are stuck. I have to now find the money somewhere to get our tractor fixed. We also have to wait for the parts to come in, come up with the money and go pick it up. 

   

  We will never buy a Husqvarna again. We did no harm to this tractor. We have had a tractor prior for over a decade with no issues. Now we are out so many funds it makes my head spin. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  07/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  New tractor delivered on 5/31/22. Tractor had missing parts and low air in tire on arrival. We have tried addressing it with Lowes (where purchased), the delivery company (Retail Direct) with no success. Lowes said call delivery company and delivery company doesn't answer phone or respond to emails. I spoke with Lowes on 6/1/22 and again on 6/3/22...on 6/3 I was told they would just replace the tractor and I'd be notified when a delivery date was arranged. A week later I call Lowes again and I'm told they can't replace the tractor because they don't have any to replace it with. They tell me to go to Husqvarna to try to get resolution. After multiple chats and time wasted I have had to buy my own brush guard end cap but unable to locate a tire. I have talked with them multiple times and since discovered a spindle cap missing which a chat led to a replacement being sent but that led to a washer and 2 other items noticed missing when the cap wouldn't actually fit. I ordered 2 parts online to accommodate that---I didn't want to fight with husqvarna anymore. The tire, though, still needs replaced. It doesn't hold air and has to be aired up daily before use. This is a brand new tractor--over $3,000! I have contacted a husqvarna warranty store locally who has been trying to get a replacement tire for me. It's been over a week and he says they are not the easiest to deal with or get parts from. My 80 year old dad is the main user and he doesn't need the extra work involved in the maintenance this thing has required since the day it was delivered!!!! I want a replacement tractor for this lemon or a complete refund so I can just get another brand with better customer service!

  Business response

  07/15/2022

  Husqvarna Incident Number:220609-002205

   

  Located the part needed

  Can send the Tire to the Customer if they choose or send to the Dealer they will be using

  Please let me know via the email incident that was sent to you. Incident Number :220609-002205
  

  Customer response

  07/20/2022

   
  Complaint: 17572498
  
  I am rejecting this response because:

  I am rejecting this response because: It is not completing the problem.  There are multiple issues. It is as if they were using this tractor for parts then sold it missing those parts.  I thought the spindle cap was resolved but the parts do not fit so I had to send another reply to that chat session as well. I included that session number in my last reply to the tire session. I want all issues resolved or the tractor replaced.  A technician to come on site would be great.  It cost too much money to be this much of a problem already. I have already had to buy parts because getting them from husqvarna has been a nightmare.  I would prefer to talk to a live person than to keep dealing with the chat sessions and emails. 

  I was also trying to send pictures. The spindle area on the front wheels do not even match which is probably why the spindle cap they sent won't fit.  How much damage are we doing driving this every day when parts aren't even correct?

   

  ---

  
  

  
  ******* Davis 

  ************ 

   

  
  
  

  Business response

  07/21/2022

  We have addressed the concerns that the Customer has expressed. If the Customer has additional concerns please reply via the last email incident number which is 220609-002205

  Customer response

  07/27/2022

   
  Complaint: 17572498
  
  I am rejecting this response because:

  I have emailed husqvarna about the mismatched spindle issue. We didn't know the part didn't fit until after I sent my BBB and AG complaint. There is a problem on front of the tractor. Parts are missing and do not match up.. How much damage are we doing by continuing to use the tractor daily? I need this fixed. I want a replacement or a refund. I have asked to speak to a person with no luck. I work 50 hours a week and don't have timr for these emails.
  
  Sincerely,
  
  *************************

  Business response

  07/28/2022

  The Tire was shipped as requested and ***** Tracking shows received.   **** **** 383

  Delivered 07/21/2022 @ 11:05 AM  The option to take the Unit into a Dealer is open and we will diagnose the Unit from top to bottom to assure that every part that is stated missing is attached. We will arrange with the Customer to get the Unit into one of our ****************** Centers.
  

  Customer response

  08/03/2022

   
  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 as long as arrangements for transport are made. We have no way to get the tractor from the house to a dealer and back home again as we live about 30 minutes from any large town.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a brand new zero turn from lowes after three months the mower started to cut uneven called husqvana to get it checked had to pay service fees, repairs and some one to take to and from the shop three times over the course of two years without ever getting to mower corrected and still going through the same issues for a mower that has never been fixed Im paying 80 dollars a week to have my lawn cut for two years now with a brand new mower in the ******** need help getting to mower repaired or replaced

  Business response

  07/12/2022

  Husqvarna Incident Number:220531-002435

  The Customer was instructed on  06/14/2022 to do the following...

  Per our Warranty Pick up and Delivery is the responsibility of the Customer; however I will cover the cost this one time

  Once the Customer locates the Dealer that will pick up the Unit, reply back to the Incident Number above and I will reach out to the Dealer with instruction that Husqvarna will cover this one time cost.
  

  Response
  
  Email
  
  06/14/2022 02:37 PM
  *************************,
  
  
  I recommend taking your unit into an authorized service center. They will be the best option to assist you. Please use the locator tool to find the closest dealer location to you.
   
   https://www.husqvarna.com/us/dealer-locator/
  
  Thank you
  

  Customer response

  07/13/2022

   
  Complaint: 17552252
  
  I am rejecting this response because: The mower is already at all outdoor store in ******, ** where it was taken for the second time.
  
  Sincerely,
  
  *********************************

  Business response

  07/14/2022

  No further action on Husqvarna part...

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a husqvarna riding mower from ****** on February 13, 2021. The mower came with a 3 year warranty. Recently, my mower started losing power and was unable to effectively cut my lawn.I reached out to my local ****** where I purchased my mower from. Working with them I was able to get a copy of my receipt of purchase and information to contact husqvarna. I was able to contact husqvarna through there website utilizing their chat, so all communication is recorded. The first information they provided me to bring my mower to told me that they don't know why husqvarna keeps sending people to them. I reached back out to husqvarna. They provided me another location to bring my mower. After borrowing a neighbor's truck and trailer we brought my mower to the location they provided 35 minutes from my house. The company I left my mower with told me it would be 2 weeks before they could look at my mower. I understand it's mowing season and understood. 2 weeks later I received a call from the company. They told me that they do work on husqvarna mowers with ***************** engines, but not Kolher engines. My mower has a Kolher engine. The tech also advised me that even though his company doesn't work on Kolher engines, he could tell that the issue is the head gaskets on my mower which is covered by Husqvarna's warranty. That same day I reached back out to Husqvarna through their chat at their website explaining what the company advised me. That communication took place last Friday and I have not heard back from them. I have done everything thing they have asked to get my mower fixed. I'm not sure what else to do.

  Business response

  07/08/2022

  Husqvarna Incident:220701-000219

  We have been in touch with this Customer and have been working diligently to resolve the concerns presented.

  Since Husqvarna is not the Engine Mfgr, we have to work with  the Mfgr for repair or replacement

  The Customer will receive a follow up no later than Wednesday; 07/13/2022. Please continue to correspond with Husqvarna for a resolution

   

  Thank you;

   

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

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased what was suppose to be a complete deck with spindles and pulleys Order Number: ************* Order Date: April 5, 2022. This was confirmed by one of their customer service reps online. When the item arrived it was the shell only. The cost of the item was $1581.46. I immediately contacted company and returned the item. They picked the item up Pickup Date: 04/14/2022 Pickup Time: 4:50 PM with ******* Express PRO # ********** and returned it to HUSQVARNA FOREST AND GARDEN on 04/15/2022 at 3:05 PM Delivery Point: **********, ** ************** *********** SERVICE CTR Delivery Name: *********************************. It has been 90 days and I still have not received my refund credit back to my credit card. I have contacted them many times and have now filed a claim with my credit card company. They have also not received any response. I just want my refund.

  Business response

  07/06/2022

  Husqvarna Incident Number:220413-000109

  The Refund Process was cancelled via Husqvarna

  When Husqvarna reached out to the Credit Card Company to provide authorization for a refund, we were informed that the Customer filed a Credit Card Dispute

  The Dispute was settled on  06/15/2022 and the refund was processed back to the Customer

  Customer will need to reach out to his bank and check his account
  

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed a BHYVE Orbit Smart Water Controller mid to late June I have tried to reach customer service since then to assist in properly programming it based on the landscape needs. Several phone calls and emails have been sent with a test promise to return a call within ***** hours, or I get a text saying they will be calling within 30 minutes. They do not call. i tried to reach the *************** and receive either a hangup after a transfer being done, or phone message is full. I bought this unit to replace a manual unit based on advertising by Orbit as to how it works. I am just unable to speak with anyone either at Orbit or Husgvarna to get a solution to my issue

  Business response

  07/06/2022

  The  Orbit System is not handled by the  Outdoor Lawn and Garden Division

  Customer will need to contact Orbit via the options below

  We will reach out to the Customer via phone number provided to assist with reaching the correct department for assistance

  https://www.orbitonline.com/

  Hello, how can we help?
  
  Schedule a Call Back
  **************
  Text Us
  **************

   

  Download OrbitAssist to troubleshoot WiFi issues:
  Apple App Store or ****** Play Store.

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  ***********************
  ******************************
  ** - ******, ** 91784
  Daytime Phone: **************
  E-mail: ***********************

• Initial Complaint

  07/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Order Number: ******** Order Date: 04/26/2020 Husqvarna Protection Plan Contract Number: ******* On 5/4/2022 claim was submitted having Authorization Code: ********. Till date no one is providing an eta on when the repairs will get done nor a loaner. This is *********** and I am paying to get the work done. I keep calling every week and the answer is the same we do not know. If this is not repaired in another few months, we be done with mowing season and I will loose entire year without using the mower , but paying for extended warranty. I sure something can be worked out in this situation.

  Business response

  07/06/2022

  Husqvarna Incident Number:220616-000621

  Reaching out to the Customer via Phone Number and Email to provide an update..Please check your email within the next ***** hours for an update if unable to make contact via the phone
  

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

  **********

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

   

   

   

   

  Customer response

  07/08/2022

   
  Complaint: 17523240
  
  I am rejecting this response because:

   

  I got a voice message  from *** from Husqvarna. His message was a question to me asking if the issue got resolved or what was the status from the dealer doing the repair.  I called the dealer and they indicated no eta. I called the number provided by ***. It went to general number and they could not connect me to ***. They will be leaving a message to him for the same. 
  
  Sincerely,
  
  *******************************

  Business response

  07/11/2022

  Reaching out to the Dealer and Customer

  Seeking to replace the Unit....
  

  Customer response

  07/13/2022

   
  Complaint: 17523240
  
  I am rejecting this response because: I am yet to get my unit replaced or fixed. Will wait until then. No eta yet. 

  
  Sincerely,
  
  *******************************

  Business response

  07/14/2022

  Response
  
  Email
  
  07/12/2022 11:05 AM
  *********************,
  
  
  Hello Manish,
  
  I have informed the dealer that we were working to expedite the part to them, and they are expecting it.
  
  Thanks,
  
  Husqvarna.
  Customer
  
  CSS Email
  
  07/12/2022 10:44 AM
  *******************************,
  
  
  If possible can you let the dealer know about it so they can plan for the repairs.
  

*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. ↩