ComplaintsforHusqvarna Professional Products, Inc.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a mower in 2015 the mower deck had a 10 year warranty is the reason I bought it and I thought husqvarna was fairly reputable! The deck cracked against the welds on both sides and they are saying that I must have hit something to make the metal break but there are not any dents on the deck or even any major scratches on the paint ! It was no way my fault this deck broke and this mower has less than 140 hours on it total in 7 years of use . The motor still runs great I still have the original tires on this mower . The only other issue Ive had is Ive replaced the blade spindles the idle and tension pulleys and the belt . I have reported this issue to the BBB about 1-1/2 months ago and I have not heard anything from the BBB or husqvarna . Husqvarna has stopped all communication with me after I told them I was very disappointed in the company and was going to report them to BBB. The motor the company name husqvarna and the 10 year warranty on the deck was the reason I bought this mower ! I feel that if they are going to put nice blue 10 year warranty stickers on the deck and promote the mower by having a warranty like that on the deck they should stand behind it ! They said if the weld would have cracked they would have honored the warranty but I have fabricated a lot of stuff in my life and when you weld 1/8 brackets to 1/16th inch metal the thinner metal gets hot and brittle the weld will not break before the thinner metal will. They have to know this they have civil and mechanical engineers they are not dumb in my opinion they do this so they can get out of standing behind this warranty my mower is the Husqvarna RZ46215 its a 46 zero turn mower with a **** HP Kawasaki engine. I saw another deck from another like mine at my local dealer that was cracked just like mine and would not warranty it either and it was a 2018 year model please try to make them stand behind their mower. My husqvarna claim number is Incident: 220513-002 sincerely *********************

  Business response

  07/05/2022

  Husqvarna Incident Number:220513-002943
  I will ship a replacement deck but want to make sure that the Dealers finding are be upheld as not a Manufacture defect but Impact caused the failure. This is not Warranty under the the 10 year Deck replacement. Below is the previous communication sent to the Customer
  
  ************** from the photos send by the dealer, it was determined by our Tech Support this failure is not a defect of material or workmanship. The weld bead looked good and intact. Deck hanger has been ripped away from housing which would suggest one of the following situations (impact, vibration, or edging to closely causing stress on the deck hanger).
  
  Thank you
    ************   46.DECK.W.DECALS.X668
  Order Number: ********  
  Shipping to: *********************
                     **************************************************************************************************************************************************** 65560
  **************                                     
  

  Customer response

  07/08/2022

   
  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

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bagger from Husqvarna on 5/9/22 and received it a few days later. Upon delivery, I opened the box to find that the bagger components had damage. Inside the box, there was inadequate packing material causing the heavy metal brackets to tear holes in the bagger mesh and ***** the plastic parts. I notified Husqvarna and requested a refund (to include shipping that I paid for, $59). They sent a return label and I sent the package back. They confirmed receipt of the package to be 5/20/22. I then asked them to confirm the refund amount and when I could expect the refund. I was told it could take up to 30 days. Not an ideal time-line but I understand it can take time for processing. After numerous requests to confirm the refund amount and when to expect it, I'm still waiting at day 38. At this point, I feel like they are holding the $543.56 hostage.

  Business response

  06/29/2022

  Husqvarna Incident:220513-002404

  A follow up was submitted to the Customer on  06/28/2022 that the refund is being processed by our ******************* See below for interaction..

   

  Response
  
  Email
  
  06/28/2022 09:47 AM
  ***********************,
  
  
  Hi Rob,
  
  I just received confirmation from accounting that you will be receiving the full amount back, $543.56 
  Customer
  
  CSS Email
  
  06/27/2022 08:23 AM
  ***************,
  
  
  Good morning, 
  
  
  Please provide an update and confirm the refund amount. 
  
  
  Thank you
  
  
  Rob
  On Thu, Jun 23, 2022, 9:47 AM ********************* <****************************************> wrote:
  
  Ok, I just want to make sure the shipping is reimbursed since the return was from poor packaging resulting in the damage. 
  
  
  Thank you, 
  
  
  Rob

   

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a poulan pro hedge trimmer June 22, 2021 via Amazon.com. i used it only a couple times that summer. it now doesn't work . it stalls when you press on the trigger. i've tried using their chat online but all they do is say i have to contact a local service provider. i took it to one . they said the carburetor doesn't work and needs replaced. they said they can't get parts and refused to do a warranty return. i've also reached out to another one and again they refused to help. the product has 2 year warranty but i have no way of getting it fixed or returned via the warranty. request that the company refund my money of ****** and/or honor their warranty.service providers i contacted as follows Hastings Hardware ************ *************** ************

  Business response

  06/17/2022

  Husqvarna Incident Number:220615-002562

  Reaching out to the Customer to determine if the failed product is a Warranty Repair or Replacement . Will resolve with the Customer according to **********************  Warranty of Repair, Replace or Refund
  

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 2nd I purchased a bagger order #************* for my Husqvarna riding mower for $436.56. After the purchase the next day June 3rd they informed the bagger is on back order and would refund my money it would take 7 to 9 business days. When I contacted them today June 16th I was told it's being processed and would take up to 7 to 9 business days again and given a reference #******-000183. Basically they're blowing me off.

  Business response

  06/16/2022

  Refund was processed on  06/14/2022

  Customer should check with his Bank for the refund to reflect back from Husqvarna as we have submitted to the Bank

   

  Credit Card Refunds
  
  Original Order #-16152838
  Original Charge $-436.56
  CC Auth #-CZDX712KMQPC5
  
  Credit Memo / Doc #-14-7164
  Refund $-436.56
  CC Auth #-QGW7W7DVNMPC1

   

  Customer response

  06/17/2022

   
  Complaint: 17435795
  
  I am rejecting this response because: I have contacted Fifth/third and have been informed that they have not received any refund from Husqvarna to my credit card.
  
  Sincerely,
  
  *************************

  Business response

  06/21/2022

  Please check with your Bank. Below is the confirmation of the refund on 06/14/2022

   

  Private Note
  
  No Channel
  
  06/14/2022 08:04 PM
  
  
  Credit Card Refunds
  
  Original Order #-16152838
  Original Charge $-436.56
  CC Auth #-CZDX712KMQPC5
  
  Credit Memo / Doc #-14-7164
  Refund $-436.56
  CC Auth #-QGW7W7DVNMPC1

  Customer response

  06/22/2022

   
  Complaint: 17435795
  
  I am rejecting this response because: I contacted Fifth/Third today Wednesday June 23 2022 and they have never recieved a refund from Husqvarna on the 14th or any other date. If Husqvarna did send a refund then they must have sent it to the wrong person/place.
  
  Sincerely,
  
  *************************

  Business response

  06/24/2022

  No further action on this from Husqvarna as we have provided the refund to the Bank

  We have no control of when the Bank will release the funds back to the Customer
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Husqvarna should close down its dealers in *****************. This company is a pain in the ****. I purchased a Sit-down lawnmower from **** outdoors back in February 2021. Ever since I bought this machine it's been nothing but problems. Three time I took it to fix already. 1st issue it cranks but will not start called and they fix the problem. A month later, belt fell off the sit-down lawnmower and fix the issue and I had to pay $228 I don't know why. 3rd time Belt fell off again, and another $228 to fix the same issue. Here it is again, the same issue, now Husqvarna is giving me the run around. Ever since I said it's a lemon and I want an exchange for a new one Husqvarna representative said it fall under Lowes. I contacted Lowes they told me they are only the authorized dealer and I am still under Husqvarna warranty. Today I spoke to four people in the chat because they don't have a number to be reached at. First, I spoke to Irish and she gave me authorize dealers. Hertford ***************** 5 1/2 weeks out and I need authorization code. ***** outdoor equipment, no longer has contract with Husqvarna, ********* equipment, no longer service Husqvarna, **************************** charging me $300 for pickup and delivery because I am out of there range. I spoke to another representative and they told you have to deal with them over there. This is insane 6 times I used this sit-down lawnmower within a year in a half and I need to get it fix the 4th time. Out of Husqvarna change out this machine for a new one or I want my full money back of purchase. Something needs to give and I am not paying $300 for a pickup and delivery fee. And I am not driving to Virginia to have it service that's a whole different state and city. FYI. I spoke to Irish again because I need authorization code and because ******** ***************** needs it and she still did not give it to me so I can get it fixed. Again, I am requesting a full refund or change this one out for a new one.

  Business response

  06/13/2022

  Husqvarna  Incident Number:220607-001233

  We will reach out and locate a Dealer to repair this Unit. Per our warranty, a unit will be repaired or replaced. If not able to repair we will follow next steps. No cast will incur to the Customer for Pick and Delivery nor the Repair. Will reach out to the Customer once a Dealer has been pegged to assist with the repair.
  

  Customer response

  06/15/2022

   
  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

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Husqvarna 562XP chainsaw and a gallon of Husqvarna pre-mix fuel on 02-16-2019. The saw has a 2-year warranty and buying the pre-mix added two more years to the warranty. Warranty is until 02-19-2023. In April 2022, the saw suddenly began to run erratically and became hard to start. Cleaned the air filter. Tried to continue operating the saw. It became even more erratic, then quit, and would not start again.We brought it to Rothbury Ace Hardware (**********), an authorized Husqvarna sales and service center, for diagnosis 04-14-2022. ******** Ace servicemen told ** they have seen several of these saws with this same issue. When ******** called Husqvarna, the person in the warranty department said Husqvarna knew of the problem.Rothbury Ace submitted a warranty claim with Husqvarna on 04-14-22, which said in comments:"Crank bearings are bad causing seals to leak. Resulting in leaning out the engine and causing piston and jug wear. We contacted you (Husqvarna) over phone and techs are aware of this issue."Husqvarna sent a checklist for ***************** to fill, including testing procedures and pictures of specific parts. According to *****************, all items were checked off and submitted. The warranty was rejected by Husqvarna, who cited debris in intake port and crankcase, lack of maintenance and improper fuel mix.However, according to the technicians at Rothbury, the scoring on the piston could only have been created by its rocking in the cylinder. Bad crank bearings allowed the crankshaft to rock, allowing side wear on the piston. Bad crank bearings also caused the crank seals to be damaged, allowing air into the crank case, which caused the fuel mix to lean out. Husqvarna knows and has admitted this is a recurring problem with this saw. They are trying to slip from responsibility by blaming debris, maintenance and improper fuel mix. Husqvarna admitted a supply of bad crank bearings.(note our change of address since purchase)

  Business response

  06/09/2022

  Husqvarna Incident Number:220517-000179

  Husqvarna works very closely with the Dealers and vice versa. Once the two sides have conversed, a final decision is made in reference to whether a repair is a Warranty Covered Repair. Based upon the information and photos provided, the Techs have determined that the Unit will not be covered as Warranty. In reference to any claims of Husqvarna known issues or concerns with this particular Unit has not be substantiated by any credible means. However, I will reach out to  the Customer to see what I can do for him but again, this repair is not a covered Warranty Repair. I will call the Customer via the number provided within this complaint.

   

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

  Husqvarna ************************* After Sales Manager
  

  Customer response

  06/10/2022

   
  Complaint: 17336596
  
  I am rejecting this response because:
  
  you can see the bearing through the seal. The seal is actually far enough away from the crank shaft that you can see the bearing through the gap between the seal and crankshaft. This would allow air in and lean out the pre-mix. That is the bad fuel mix. See scoring on SIDES of piston, not at intake area. Side scoring tells the story.
  

  The techs at Rothbury disagree with Husqvarna on the rejection of this warranty, which is the opposite of what  Husqvarna's customer service manager said in his response.

  Please review the uploaded pictures again. Perhaps Rothbury sent you pictures that were not as clear as these.

  We own multiple Husqvarna products and have always thought it to be a good company. We have never had to make a warranty claim before. This has been a most frustrating and disappointing encounter. 

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

  Business response

  06/13/2022

  As stated per the Warranty the findings from the Dealer and the Tech will stand but I am seeking to remedy this outside of their final resolution. I will be reaching out via the phone to the Customer as this complaint is being closed with BBB on the Husqvarna side.

  Customer response

  06/17/2022

   
  Better Business Bureau:
  
  I want to express my appreciation to Husqvarna for sending a replacement saw as a gesture of goodwill.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a Poulan Pro battery lawn mower. The battery is bad. We have trouble shorted it and that is most likely the problem according to the manufacturers manual. We have called, emailed, and chatted in regards to this, and the company keeps referring us to different service providers that do not work on our model. It goes on and on. They have us calling providers 50+ miles away that will not provide a battery service. Why can they not just send a battery and honor their warranty? At this point, it is a breach of contact. Hopefully they send the embarrassing thread of unhelpful emails. Please, just send us a battery replacement!

  Business response

  06/03/2022

  Husqvarna Incident 220530-000575

   

  Response sent to the Customer:

  06/03/2022 12:38 PM
  ***********************,
  
  
  Hello,
  
  No registered units came up with the serial number provided, however, we still would not be able to accept a registration as a proof of purchase.
  
  In this case, we cannot assist further without the proof of purchase. I would recommend contacting the place of purchase to see if they can locate the receipt.
  
  Customer
  
  
  06/03/2022 12:35 PM
  *************************,
  
  
  Hoping you can find purchase through serial numbers. I am the original owner. From menards. Attached.
  

   

  Customer response

  06/03/2022

   
  Complaint: 17314727
  
  I am rejecting this response because: this units manufacture date is not even old enough to be out of warranty. It was registered, and there is no help. Also, I requested a supervisor or manager. This is the same agent that contacted me through email and chat. Can this actually be escalated? So unfair. What a way to not stand behind your product. 
  
  Sincerely,
  
  *************************

  Business response

  06/06/2022

  Husqvarna Incident  220530-000575
  
  Based upon the Serial Number that the Customer *********************** this is a 2018 Unit which only carried a  Year Warranty
  
  Customer is unable to provide the proof of purchase for the actual purchase date
  
  As a one time Good Will, I will send the Customer a replacement Battery  but please note, this is not a Covered Warranty Replacement.
  
  
  
  Please provide shipping address..
  

  Customer response

  06/07/2022

   
  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.

  My written product manual does say 5 year warranty, but I understand the battery warranty may be shorter. Either way, I appreciate this goodwill offer because I cannot find the battery even to pay for new. So, I do appreciate this, and am satisfied.

   

  My shipping address is:

   

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

  1028 ************

  ******, ** 60439

   

  Again, I appreciate this offer and would consider this a positive experience with this company. If I bought another Poulan/H product, it does seem like there are warranty service providers that are able to help with other products.

   

  Thank you,

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

  Customer response

  12/01/2022

   
  I am rejecting this response because:Previous case was filed in regards to battery operated Lawn Mower. The company has a dealer/repair network that does not service their product. The product has only been manufactured a short time and has been discontinued. It was purchased at Menards, and the sku no longer exists. I closed the complaint satisfactorily because I was told I would be sent a battery. They sent me a completely unrelated battery, even though they had the model, serial, and other information, then made me drive and ship the battery back, saying they would help me. At this point, they defaulted back to "needing the receipt" to move forward. This product is no doubt under warranty, as it hasn't even been manufactured long enough to be - the stated warranty is 5 years. The amount of inconvenience, back and forth, bait and switch, is completely disappointing. This product and all related product are still on your website, proudly declaring 5 year warranty. Why can I not get a simple battery? This issue started over 6 months ago, now I need the receipt? All I want is a battery lawn mower that works. I trust that Husqvarna can still do the right thing, and honor their warranty. I am the original owner of the product with a) the product b) serial number c) place and date of purchase. Stop making things up so that you can not help a paying customer with a product. Thank you.

   

  
  Replacement
  

  Business response

  12/01/2022

  Husqvarna Incident:220530-000575

  The Battery that the Customer is requesting is no longer availale

  This is not a Bait and Switch Case

  If the Parts are No Longer Available, our Warranty will allow to buy back the Unit
  

  At this Point, we will buy back the Unit at a Prorated Price

  In order to buy back the Unit, we will need the Proof of Purchase showing the Purchase Price

  Once received, we will proceed

   

  Explained to consumer that we cannot validate warranty without the proof of purchase. The prior battery sent was a goodwill gesture. Explained that battery was sent in error, and this unit's battery has been discontinued so it cannot be replaced. Without validating warranty, we cannot proceed with warranty process and we cannot offer goodwill since battery is discontinued.
  

  Customer response

  12/02/2022

   
  I am rejecting this response because:
  

  I am totally open to an alternate solution, however, the proof of purchase just is not available. I think it is understandable why now, it is disappointing that I am stuck with an unusable product, when I thought I was going to receive a goodwill replacement battery. I have tried to contact Menards, the *** is no longer available, but again, it is no doubt under warranty; it is 5 years. I am open to the lowest cost this mower has ever been available for (to go towards a new one) or even just a discounted battery mower (I think this was a fluke that it does not work) from the same company. Are either of those compromises possible?

  
  

  Business response

  12/06/2022

  The Discounted price of a Battery is $53.99

  I am willing to send a Check for this amount to the Customer since the Proof of Purchase is not available but this is the only offer that will be made from this point
  

  Customer response

  12/07/2022

   
  Better Business Bureau:

   

  This is a fair resolution, as I can find and buy a battery for around this price, and continue to use the mower.
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

  
  

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a husqvarna weed eater from ****** in June 2021. My husband added the mixed has to the weed eater and the has leaked out in 2 different spots. We returned it the next day. We used the 2nd weed eater 3 times. The 3rd time it wouldn't stay running. So, we called husqvarna and they told us to take it, to be look at. They gave us a few companies near me. I took it to the closes one to me the first week of September. That company had it for just over 2 months. That company changed a few parts and the weed eater still did the same thing. So, i called husqvarna about it. They asked for me to take it some where else to get a second opinion. So, i took to another company thats 40 minutes away. That company had the weed eater until May and couldn't get it to work. So, husqvarna decided to send a new weed eater. I went to pick it up and the weed eater was damaged. It had scratches, scuff marks, and the plastic around the engine was cracked in a few spots. We called husqvarna and at this point we asked for our money back and they agreed. We record all calls so they can not deny it. They asked that we email our receipt. Which we did. Then, husqvarna decided to send another weed eat. So, we called and told husqvarna that they either needed to give us paperwork for a year warranty on the new weed eater or return our money back that they said they would. Husqvarna only warranty from the original date from when we purchased the first weed eater. I feel they waited until the warranty was up to send a new weed eater. At this point, i do not trust husqvarna and i just want my money back.

  Business response

  06/03/2022

  Husqvarna Incident 220506-000890

  This has been resolved. Spoke with *****************************

   

  Response
  
  Email
  
  06/02/2022 12:10 PM
  *****************************,
  
  
  Hello ********,
  
  Per our phone conversation today @ *************
  You will pick up the New Unit today and Register
  A New Two Year Warranty will be added to the replacement Unit
  Please reply to this email with the following once you pick up the New Unit and I will register for you
  
  Product #
  Serial #
  Model #
  Address
  Name to be placed on the warranty
  
  *********************

   

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Husqvarna offers a warranty, but what for? "Bumper to Bumper" it says "3 years from Date of Purchase". What blows my mind is that this company DOES NOT stand by their warranty. Rather they try blaming engine manufacturer's or personal error. When none of these is the issue. If its an engine problem, why does Husqvarna not contact or assist in contacting the engine manufacturer? Rather they tell you 'it's your problem, deal with it'. It blows my mind the amount of running your around this company makes its consumer base do. They escalated my problem just to tell me to call Kohler and then thought that would get me off ?? After which they tried telling me that the issue was 'closed'. But no it's not my 2 year old mower is still messed up. Reopened the case just for someone to call me back ***** hours after 'chatting' with someone. It's' been two weeks since that message. So contacted them again and got the same ***** hours message. Time will tell this time. Will be telling all of my Landscapers friends to steer clear. Husqvarna 20 years ago really cared about their consumer base, when trying to take the market from STIHL. Avoid this company, and save yourself the poor build quality and the LITERAL worst customer service i have experienced. I have been without a push mower for 2 months now. Don't Do It!

  Business response

  06/01/2022

  Husqvarna Incident # ******-003243

  This case is still open and I am working with the Engine Manufacturer to resolve. Any concerns that the Customer has will be address and if the concerns are covered under warranty; we will cover. The Customer will be followed up and this will be resolved. We will be reaching back out to the Customer.
  

  Customer response

  06/17/2022

   
  Complaint: 17296698
  
  I am rejecting this response because:Husqvarna offered to buy back my mower for 200$ without replacing anything and leaving me with nothing. I purchased the mower for 400$ three years ago. The same mower is 500$ new. Husqvarna wants to take my mower from me and offer me a measly 200$ even while its COVERED under WARRANTY. No engine replacement was made. And its been more than 30 countless hours that i have had to deal with them. They said its settled on BBB but rather it is anything but that. The agent who spoke to me said there was nothing they could do. Shame on Husqvarna and their FALSE WARRANTIES.
  
  Sincerely,
  
  *************************

  Business response

  06/17/2022

  The Unit has been used for over three years and is out of Warranty. No other offers.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  husqvarna sold me a product that broke after 7 uses and customer service refuses to have any contact or resolute the problem

  Business response

  05/05/2022

  We reached out to the Customer on  05/04/2022 and the Customer was advised to contact one of our ************************ Centers. The Customer did not respond back. See below the interaction from the Chat.If the ****************** Centers confirms the repair will be a warranty repair; Husqvarna will cover the repair but the Customer has to contact an ASC.
  

  Response
  
  Email
  
  05/04/2022 08:07 PM
  Lykaavigle *****,
  
  Hello *****,
  RE: Reference # 220504-002919
  
  
  
  To continue our conversation thorough chat, you may contact an ASC to confirm if the belt would still be under warranty since you purchased the mower just a year ago. 
  
  
  
  Follow this link: https://locations.husqvarna.com/us/
  
  And type your postal code. Nearby service centers will pull up, just click on the options to expand the details.
    
  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.

   

   

  Product Issue
  
  Item Number / Model: Z254F
  
  Issue Presented: The belt snapped
  
  Resolution: Will email cx since chat was disconnected
  
  
  
  Call/Chat Dropped
  
  Details: No response
  
  
  
  
  
  Chat Transcript
  
  Chat
  
  05/04/2022 08:00 PM
  
  Attachment(s) (1)
  20220504_195430.jpg
  
  [07:34:23 PM]Lyka: Hi, my name is Lyka. How may I help you?
  [07:35:07 PM]*************************: i have a husqvarna z254f riding mower that i bought last year and the belt has alrea
  [07:35:17 PM]*************************: already broke
  [07:35:37 PM]Lyka: Thank you for letting me know *****. I apologize for the inconvenience. Let me assist you with this.
  

   

*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. ↩