ComplaintsforHusqvarna Professional Products, Inc.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec. 18, 2018 I bought a Husqvarna Riding Lawnmower from the ***** Store in ***********, **. We were told it was a manufacturers warranty. We have a three year warranty that ends on December 3, 2021. In April of 2021 the engine of the lawnmower did not work. We revisited the ***** Store in *********** and they were helpful in giving us some options of where to get the lawnmower repaired, however all of them either no longer honored the warranty, were out of business, were in another state or was a long ways from our home. I tried for months to get a hold of Husqvarna. No one answered the phone until today - October 26, 2021. This has been going on for 6 months. There was always a recording that said to "call back during business hours" between 8:00 AM and 4:30 PM. I ALWAYS called during business hours with NO Response from Husqvarna. I tried their web site for advice and looked for an email to no avail. In the mean time it was spring and the lawn need cutting so I bought a used lawn mower from someone so we could get the lawn cut and also took the Husqvarna to a non warranty dealer who was able to fix the engine at a cost of $550.00 to me. Consequently I have almost paid for the lawnmower twice - first the original time and again buying a used lawnmower for $650.00 and getting the Husqvarna fixed. The original price of the Husqvarna was $1599.99 plus I paid &***** tax for a total of $1695.99. I feel that having received "No response" from Husqvarna shows a lack of faith to me as a customer and should either reimburse us the entire amount for the lawnmower or at least for the cost of the repair of $550.00. Today I called Husqvarna and for the first time someone answered after 15 minutes on hold. I pushed the button for "customer service" and then was told this was for the ***** store customer service and not the consumer. I was transferred and got no one to answer the phone. Can you see why I am frustrated? I have been dealing with this for 6 months.

  Business response

  10/26/2021

  Email also sent to:[email protected]

   

  Hello *****
  
  My name is Charles J****** and I am reaching out to you in reference to the concerns you stated you are having with your Mower. I will do everything I can to resolve this to your satisfaction. When searching the system I was unable to locate any contact information in reference to your Mower. You stated that you purchased the Unit 2018 and with that being said, the Units only came with a 2-Year Warranty. Never the less, I am still here to assist you. Please provide me a good time to contact you and a good number to contact you. In the interim, please provide me the following information..
  
  Product #
  Serial #
  Proof of  Purchase Receipt
  
  
  I am available Mon-Fri between the hours of 09:00-18:00. Looking forward to speaking with you..
  
  
  Thank you; Charles J******
  Husqvarna Customer Care

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is follow up complaint to BBB Complaint Case# ****** (Ref#**-105750-******-21-8000) which was closed as answered on Sept. 24, **21. The referenced mower has again broken down (albeit different problem). It is now throwing the belt off the mower deck pulley. It is also making noise like blade is hitting/rubbing against something but have looked under deck and see not signs that blades are hitting anywhere. I took to *************** Equipment 10/19 and was told they could not accept as they had no more room to store while waiting on repair. They put me on a list and told me they would call when a space opened up. This mower has only been out of shop for little over 3 weeks and 3-4 hours of mowing and is down again. I feel there is something wrong with the unit and would like it to be replaced. I cannot afford to pay someone $100 to mow each week while mower s being repaired 3-4 weeks at a time.

  Business response

  10/21/2021

  ****
  
  Please provide me the following information:
  Product #
  Serial #
  Model #
  Proof of Purchase Receipt
  
  Once I receive this information we will work to get the Unit into another Dealer. I emailed you on 09/14/2021 but you did not respond. Below is the original request that you did not reply to. If the Unit is still under warranty and the concerns mentioned are warranty we will cover. Please respond to this email only with the requested information. I have located another Dealer that will accept the Unit for quicker diagnosis. Please reach out to this Dealer...Ask for SAM
  
  
  ALL STAR OUTDOORS. LLC
  ALL STAR OUTDOORS. LLC
  
  2090 State Highway 155
  Palestine, TX 75803
  Shop Phone
  (903) 723-3753
  Email
  [email protected]
  
  
  Response 
   
  Email 
    
  09/14/2021 11:50 PM
  ******* ******** 
  
  
  Hello ****
   
   
  My name is Charles J****** and I am here to  assist you in every way possible. I  truly understand your position and I want to assure you that Husqvarna has and always will always take responsibility for any covered Warranty Repairs. The Warranty and Repair in most cases will take approximately three weeks to complete. Husqvarna; as does most Companies partners with other Companies for Parts, Repairs and Warranties. The Dealer is following the correct protocol according to our Warranty Policy. I will reach out to the Dealer(Lone Star Power Equipment in Tyler Tx) to expedite the repair in order to have your Unit returned to you fully operational ASAP. Our Warranty Policy is as follows. Repair, Replace or Refund. Asking for a little more patience and this will be resolved.
   
   
  Thank You;
  Charles J******
  Husqvarna Customer Care/ Escalations
  
  
  
  
  
  
  
  Customer Information:
  *** ***** *** ** ****** **** *** ********** ** ***** ******* ****** ***** ******** ******* *********************** 

  Customer response

  10/22/2021

   
  Complaint: ********
  
  I am rejecting this response because: took mower to dealer this morning.  Waiting on their response before will accept. Also, sent below email in reply to business response:

  RE: Repair/Warranty [Incident: 210914-003357]
  From: *********************** *************************
  
  Sent: Thu, Oct 21, 2021 at 5:56 pm
  To: Husqvarna Technical Services
  Atwoods Husqvarna Lawn Tractor 5-2021.pdf (110.6 KB)
  
  
  
  Please see requested info below.  I will contact All Star Outdoors tomorrow.
  
  The reason I did not reply to previous email (9/14/21) was because we were communicating via BBB complaint process.
  
  *** ***** *** *** ****
  
  Sincerely,
  
  *** *****

  Business response

  10/26/2021

  No further correspondence being submitted on Husqvarna side...

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a Husqvarna weed eater that i've had a lottt of trouble with. Its a 535LK and it's about 6 months old. Most the time, since I bought it, it's been hard to start. It's never ran more than 5 minutes. I took it in and the service center was short-staffed and also could not get parts so it was out of commission for 2 months. Now it has the same issues again of not starting and not running more than 5 minutes. I've already used the online chat to make sure i'm using it right. At this point id just like it replaced because i feel like its a lemon. The sticker on the side reads 9676881-02 18 *******

  Business response

  10/18/2021

  Husqvarna Incident # *************

  Hello ******
  
  It was a pleasure speaking with you today @ ***** ******** 
  Per our phone conversation, please provide me the following and I will setup a replacement for you
  Respond to the this email thread only to ensure that I receive all correspondence 
  
  
  Provide me a copy of the Proof of Purchase Receipt
  Provide me a couple of photos of the Unit
  Make sure the Unit is completed Drained of Oil and Gas
  You will find attached a FedEx Label to ship the Old Unit back to me
  Print and affix the label
  
  Your new Order and Replacement Number is:
  Shipping to:
  ****** ******* *** ******** ****** ** ***** ***** ** *****   *** ** *****   ***** ********** ******* 
  Order # ******** 
  
  Once I have received the requested information I will release the Order.
  
  
  Thank you;
  Charles J******
  Husqvarna Group Customer Care/Escalations 
  
  

   

  Customer response

  10/20/2021

   
  Complaint: ********
  
  I am rejecting this response because: I appreciate the help but I 1) don't have the receipt anymore- I thought I had it but I must have lost it during my move & the store is not answering the phone..2) I don't have anywhere to dispose the gas and oil nor a box to return it. This would also be very messy. 

   

  I'm just going to purchase a different brand next season, I'm disappointed in husquvarna. 
  
  Sincerely,
  
  ****** *******

  Business response

  10/21/2021

  This was the original request to the Customer but without the requested information, the order could not be sent and was cancelled...

   

  Private Note
  
  No Channel
  
  10/18/2021 06:44 PM
  Charles Johnson,
  
  
  Order cancelled...
  Previous record processed  . :  15719304 
  Customer
  
  CSS Email
  
  10/18/2021 06:17 PM
  Tanner Steiger,
  
  
  I'm gonna pick up a new one this week. I don't have the receipt anymore and I don't want to just dump the oil and gas out and have to dispose of that. Then deal with packaging it up to FedEx. I'll make sure to avoid Husquvarna products in the future for sure. 
  
  Response
  
  Email
  
  10/18/2021 06:12 PM
  Charles Johnson,
  
  
  Hello Tanner
  
  It was a pleasure speaking with you today @ (512) 820-6878 
  Per our phone conversation, please provide me the following and I will setup a replacement for you
  Respond to the this email thread only to ensure that I receive all correspondence
  
  
  Provide me a copy of the Proof of Purchase Receipt
  Provide me a couple of photos of the Unit
  Make sure the Unit is completed Drained of Oil and Gas
  You will find attached a FedEx Label to ship the Old Unit back to me
  Print and affix the label
  
  Your new Order and Replacement Number is:
  Shipping to:
  Tanner Steiger
  520 CHISHOLM VALLEY DR
  Round Rock, TX 78681 
   967 68 81-02  535LK DETACHABLE TRIMMER
  
  Order # 15719304
  
  Once I have received the requested information I will release the Order.
  
  
  Thank you;
  Charles Johnson
  Husqvarna Group Customer Care/Escalations
  

  Customer response

  10/24/2021

  
  Complaint: ********
  
  I am rejecting this response because: I have asked the company for a replacement and they want me to ship the used weed eater back to them. 

   

  I do not have a container to but the oil and gas back into (it would be very messy) and I also don't have a box to package the weed eater. Furthermore, I would have to put the machine in my car which is not preferable as it has oil, gas, and dirty on it. 

   

  I am beyond frustrated with this brand. They refuse to warranty it unless I go through these ridiculous steps to get It replaced. When I told them I wasn't comfortable removing the gas and shipping it, they continue to be argumentative rather than showing customer service. 
  
  Sincerely,
  
  ****** *******

  Business response

  10/26/2021

  No further action will be taken... Closing Case on Husqvarna side.. 

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased an Automower 435X on 6/30/21. Machine ran pretty well for two weeks (7/15) and then stopped moving due to a known factory defect, a bad motor control board. It's funny because I have an article from Husqvarna in Europe that said that this defect was contained and no more bad machines would be shipped, it was dated before my purchase. The article also said that customers impacted were offered cash payments for the inconvenience. When I called customer support in regards to this known defect I was offered nothing. I have been waiting now for 3 months for my unit to be repaired. How long is a reasonable amount of time to repair? I wanted a warranty extension, but at this point I would prefer the company to refund my purchase. I'm paying double to maintain my lawn now (automower & regular lawn care). It has been a nightmare to deal with my local dealer as well as corporate customer support. Support staff is rude and the company is incompetent.

  Business response

  10/08/2021

  Hello ******
  
  I am sorry to hear that you are having concerns with your mower.. We have attempted to reach the Dealer for you but to no avail. I can Exchange the Unit for you. If just prefer the refund, please provide me a copy of your Proof of Purchase Receipt.
  
  
  ******** ************ ***** ***** *** ******* ** *********** ** ***** ******* ****** ***** ******** ******* ******************   

  Husqvarna Incident Number:*************
  
  
  
  
  Thank you;
  
  Charles J******
  Husqvarna Group
  

  
  

  Customer response

  10/12/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *********

  I would like to proceed with a refund.

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

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a new Husqvarna lawn mower. Model TS 242xd. Serial number ************* in Une 2021 online. It arrived sometime in July. We barely used it and it wont start. The motor wont turn over at all. We. Called HQ they said they would fix it because its within the 90 day warranty. But the closest authorized service dealer is in ******** ** (about a three hour drive from us). They refuse to honor the paid pick up delivery of the lawn mower. We want them to honor theyre own warranty and do what is required by it and pay for the pick up, repair, and delivery of this faulty product.

  Business response

  10/08/2021

  Per the Warranty Statement (Any costs to transport or ship the product are your responsibility.)
  
  THIS LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS BASED ON YOUR LOCALITY.
  How to obtain service.  To obtain warranty service, you must take your product to an authorized Servicing Dealer/Center. Any costs to transport or ship the product are your responsibility. To find your nearest authorized Servicing Dealer/Center, visit our website and use the Dealer Locator feature, or call ************** from 8:00 AM to 7:00 PM EST. 
  **********************************************************

   

   

  Husqvarna Incident Number:*************

  Customer response

  10/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased on 04-19-21 a Husqvarna 122C weed trimmer and just three months of use I was having performance issues with it running. I used the required **** fuel. The unit became harder to start and keep running. Husqvarna web site stated to use a local vendor, Iron Source for repair. They claimed to fix the unit by a simple carburetor adjustment at a cost of $57.50 and the unit still had problems. I took the unit back to Iron Source and they had it additional six weeks, claiming it to be a carburetor which was not covered under the Husqvarna warranty. I sent a complaint to Husqvarna and documents. Husqvarna stated that the issue to be fuel related, I stated that how can a unit be three to four months old using your owners manual 50 to 1 Premix fuel cause the problem. They stated they didn't want to get involved with a dispute with Iron Source whom had the unit. The repair company, state that Husqvarna does not cover the carburetor under its warranty.

  Business response

  10/08/2021

  Hello ******
  
  It was a pleasure speaking with you today @ (302) 367-7674 
  Per our phone conversation, I am replacing the Unit
  Shipping directly to you at your home address provided
  
  ***** ******* ** ******* *** *** ******* ** ***** ******* ****** ***** ******** ******* **************** 

   

  Husqvarna Incident Number:*************
  
  
  Tracking Below
  
  7749 2710 4560
  
  
  Thank You;
  Charles J******
  Husqvarna Customer Care

  
  

  Customer response

  10/12/2021

   
  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,
  ***** *******

*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. ↩