Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took lawnmower in for warranty work. It was denied. Carburetor would leak fuel into engine after shutdown. Improper float or needle valve adjustment. They said carb. was dirty inside. How! There is a fuel filter. Carbs. are covered under warranty. It says plain as day on warranty carburetors and internals. Complained to Husqvarna. They said their service center has final say. Husqvarna has no oversight over the service centers. So they can do what ever they please.

  Business Response

  Date: 09/26/2023

  We are sorry for this inconvenience, the Techs simply diagnose the issue and send the information to the warranty department at the manufacture who decides and sends us simply a conformation or denial of claim. if they deny the claim we just follow with what they say. We cannot make any warranty decisions here at the store at all, I am unsure why Husqvarna told you that. The Carb needed to be replaced or cleaned due to it being dirty, while it may not have been  dirt in the traditional sense, modern fuels leave gum and varnish deposits on the carbs jets and internals that clogs them up and makes them stick and non- functional. that gum and varnish is not something that the fuel filter catches. I apologize for the issue.

  Customer Answer

  Date: 09/26/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. See details of why you are not satisfied with this resolution.] So Husqvarna is making a product that that does not run on today's fuels? I run only 93 octane ethanol free gas in all my small motors. You said the carb. was dirty. Varnish is not dirt. The carb. leaking into the engine after shut down is more likely to be improper float or needle valve adjustment.  It has been happening for over a year and is also a fire hazard. So a recall should be considered.  None of my other small engines running the same fuel have this problem. So I consider dirt or Varnish in the carb. to be a.......falsehood  Regards, ***** ***** 

  Business Response

  Date: 10/11/2023

  I spoke with Mr. ***** on October 3rd, when he picked up his mower. I explained the warranty process, the criteria for warranty coverage and why his repair was not covered. Warranty covers defects in materials and workmanship. Failures due to foreign material (ie: debris, dirt, trash, etc.) in the fuel are not covered. I also explained that there is no benefit to the repair shop to deny a warranty claim. Warranty approval / denial only determines who is responsible for the repair bill, the customer or the manufacturer. The total of the repair was reduced from $160.53 to $130.53 at Mr. ****** request. The bill has been paid and the mower has been picked up.

  Customer Answer

  Date: 10/13/2023

  Before ya'll even looked at the mowerwas told it would be $125. When I calledto see if the mower was fixed, yall saidyes. YOU denied the warranty becausecarb. was dirty. I don't believe that itwas. I was also told that it would be$125. When I showed up to pick up themower. The price had jumped to $165. Iasked the lady why the increase and shecouldn't explain it. Saying we negotiatedthe price down to $130 is a insult. I hadno choice if I wanted my mower back. Sofor something that should have cost menothing to $130. is not right. There is no oversight on what ya'll do. You can makeup anything. By the way the mowerseems to starve for fuel when mowingmy hillside. It will stumble then blowblack smoke out the exhaust. Guess ya'lldidn't get all that "dirt out" Regards, ***** *****