ComplaintsforHusqvarna Professional Products, Inc.

Lawn and Garden

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Initial Complaint
11/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On December 5, 2022, I purchased a Husqvarna 435E ********************************** *******. The product came with a 2 year warranty. While I stored it since I do not need it often I discovered that the chain oil had completely drained from the reservoir. It covered the floor of my shed. According to Husqvarna this product comes with a two year warranty. I took the chainsaw to ************** and Tractor, an approved Husqvarna repair facility. I showed the man at the business a copy of my sales receipt to establish I was within the warranty period. I left the chainsaw there for the warranty repair. 2 or 3 days ago I received a call from the repairman at ************* and Tractor. He established that the oil did leak from the chain oil reservoir. He contacted Husqvarna. He told me the representative of Husqvarna informed that I should have emptied the reservoir when I stored it. Husqvarna would not honor the warranty provision. The repair informed me that they didnt repair the leak but cleaned the product. I received a bill for $23. I didnt pick it up yet. My complaint is that there is a leak coming from the reservoir that should have been repaired under warranty. I was informed by the repairman is that he was informed that all chainsaws leak chain oil and the oil should have been drained when stored. If this is true then the product is inferior and steps to correct the problem should be taken.
Business response
11/15/2024
Husqvarna Incident Number: 221128-000481

Per the Husqvarna Owners Manual all Units will lead a certain amount of oil. If the Unit is being stored the ** states to drain the Fuel and Oil over long periods of time. The repair was completed and this was not a covered warranty repair. No reimbursement for the repair.

Thanks; *******
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a Husqvarna 562xp in the 2019. I have had trouble with it since the day I bought it. I cut only a couple oaks before it lost compression and failed to start. I immediately called Husqvarna support only to be told I must have put regular gas in the saw instead of 2-stroke. This is absolutely not the case - I also have a 440 that runs flawlessly and has always used the same gas out of the same can. I then took my 562 XP to an authorized repair shop only to be told again by Husqvarna that the saw's cylinder was shot due to the probability of failing to add 2-stroke oil to my gas. Since they wouldn't honor their warranty, I brought the saw home and installed a new cylinder kit myself (this costing $150 out of pocket). The saw ran again for a while and then once again lost compression. I pulled the cylinder and piston - they were both completely scored on the exhaust side. At this point it was obvious to me that the engine was not getting oil probably due to a lean condition. I dropped in another cylinder kit, this time I only cut a few trees before the saw lost compression once again. After I installed the third and final cylinder kit, I tried once again to contact Husqvarna support - which was even harder to get ahold of than the first time. You can no longer talk to a person on the phone, it is now done entirely through email/chat. They again told me I was out of luck with any warranty repair/replacement since it was deemed a "bad gas" issue since the beginning of this mess. Now I am out the original cost of the saw and an additional $450 for all the cylinders kits I have had to replace. My 440 is still running fine with the same maintenance schedule and fuel used. There seems to be a very obvious design flaw, my guess is because of the Autotune Technology. None the less, it seems Husqvarna has an easy avenue to take to avoid honoring the warranty on their saws against mechanical engine failures. I am not looking for a refund, I just want a functional saw.
Business response
10/30/2024
Husqvarna Incident Number: 240731-001409

Sorry to hear that you are having concerns with your Unit. As stated, the Unit is well out of the Warranty period of two years. You purchased in 2019. Please provide me the Product and Serial Number of your Unit and I will look into any previous Claims that were filed; mainly pertaining to the Date. Not promising or assuring any new resolutions prior to what have been provided; I will research and follow up. Please respond only to Husqvarana Incident Number:240731-001409. This will ensure that you are communicating with me and with me only. You can still reach out to the BBB which is your right but in order for me to assist please reply to the Husqvarna Incident mentioned above that I have also emailed/chatted with you.

Thanks; *******
Initial Complaint
10/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased lawn mower 2/2024. Spent $800+. Stopped working have brought back to store 3 times for the problem Been there 2 weeks. Say they are working on it. Store manager said would get new replacement Getting the runaround now
Business response
10/24/2024
Husqvarna Incident Number: 241024-000779

I was unable to locate any previous interactions between the Customer and ********************** Consumer Support. I have created an interaction Incident Number. Please reach out to Husqvarna via the Incident emailed to you and we will work to resolve any concerns you are having.

Thanks; *******
Initial Complaint
10/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This mower became a problem not long after warrantee. The problem now is not finding a new battery for the electric start mower. Service centers do not like to deal with Husqvarna mowers. They don't like dealing with Husqvarna company. Getting anyone on the phone is near impossible. When I have, they were not a help with the problem. I would take the money back for this mower to get a different company that is more helpful with service and parts. I got this for a older woman who needed an electric start mower. This mower has made a bigger problem for her.
Business response
10/15/2024
Husqvarna Incident Number: 241001-000362
Unit was manufactured in 2018
The Battery for this Unit is No Longer available via Husqvarna
Unit is out of Warranty
Customer can try other avenues such as Dealers or third party Websites to try and locate the Battery
Husqvarna has satisfied the Warranty and Parts availability for this Mower since the Mower is over years of age
This is based upon the Serial Number that the Customer provided
Serial Number 1810181925059
Product Number:961480062

Customer response
10/15/2024

I am rejecting this response because it is only six years since it was made and they don't have batteries available. They don't give information on what battery can be available to use with that mower. It is looking move like Husqvarna doesn't care about its customers. This mover belongs to an older woman who is less capable to do things that I am. I am 78. I have a mower that is probably over 25 years old and it works fine. I can see why I have found shops that don't work on Husqvarna. Lowes doesn't sell them anymore. Maybe Husqvarna be hurting themself in the long run. Bug companies can go out of business too.

Business response
10/15/2024
No further action on Husqvarna side. Closing Complaint..
Charles Johnson

Customer response
10/16/2024

I am rejecting this response because: The LAWNMOWER IS EXPENCIVE. I will put in a complaint wherever I see a mower on any company selling Husqvarna mowers and give it a 1 star so that people will learn that it is a poor product and even more of a problem to deal with the company for any service place. I will let people know dealers and service companies don't like the machines and the company.
Initial Complaint
10/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On May 4, 2024 my family came home from a trip to find that power brick leading to the base station, as well as the base station itself, had exploded on our front patio. There were scorch marks and debris across the porch and into the yard. The window by the power brick was cracked as well. There had been no inclement weather and, contrary to the accusations of the company, we do not have a sprinkler system.I contacted Husqvarna who forwarded me to the insurance company. They accused me of fraud and told me I would need to contact my lawyer to get any money returned for the product. After repeated correspondence between the lawyer and the company over several months, they refused to give a full refund or to fix the window. They offered half the value of the product if we paid shipping cost and returned the mower. While we are willing to return the mower and all the shattered parts left, we will not pay for this nor should we be receiving only a partial refund.We do not wish to have the product replaced as we consider it a hazard. We have young children and I will not have them around this product again.
Customer response
10/10/2024

I am rejecting this response because:
All Husqvarna did was send me to their legal team. I am NOT satisfied with their legal teams treatment of me. All I am asking for is a refund on my lawnmower that EXPLODED on my front porch in broad daylight. They offered me less than half of the price on the lawnmower that is less than a year old. I AM NOT SATISFIED. This has been six months of back and forth. I will not be satisfied until I am offered a full refund and a repair on my window.
Customer response
10/10/2024

I am rejecting this response because:
I do not want this file to be closed and I am not satisfied with the response. I want a refund on my lawnmower and for you to pay for my window. This needs to be re opened if it is closed.
Initial Complaint
09/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They sent me to their service provider for diagnostic and to see if covered under warranty. The shop was supposed to call me back to verify if it was under warranty or not before they proceeded with any services. When they called me back they said it's not under warranty and they fixed it without my permission and now I have to pay for the service if I want my product back. I believe since Husqvarna is the one that sent me to them as it is listed as one of their service centers, they should cover this. This is shady business. They cannot service and expect payment without permission to service in the first place.
Business response
09/30/2024
Husqvarna Incident Number:240927-000658

The process of our Warranty is as follows. When a Customer is directed to one of ********************** Authorized Centers we do not know at that point where a repair will be covered under our warranty. Once the Dealer diagnose the product a determination is made then whether the repair will be covered. If determined the repair is not covered then any repairs is discussed between the Dealer and the Customer. ********************** is not involved at that point. We are only involved in covered Warranty Repairs. We can not confirm what discussion took place between the Customer and the Dealer.
Customer response
09/30/2024

I am rejecting this response because:
This is your authorized dealer. You approve and promote your products to be sent there. I think you should at least cover it because you are the one who sent me there

Business response
09/30/2024
Husqvarna will not cover the repair. We only cover repairs that are approved for Warranty
Customer response
09/30/2024

I am rejecting this response because:
I understand that but it is unfair business to lead someone to a business who conducts unfair business as to not informing it is not covered under warranty before repairs are made. It wasn't even repaired it was only cleaned/serviced. This is a business in which you guys authorize,they told me I need to take it up with Husqvarna. I just want my product back.
Initial Complaint
09/23/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased Husqvarna accessory on-line. Received order acknowledgement and noted credit card payment was billed that day. One week later and no response, contacted Husqvarna on line chat and was told order was still being processed. No delivery time other than up to 2 weeks Plus delivery. Requested cancellation as was needed ****. Received email later that day could not cancel order as in progress, again with no delivery timeframe.
Business response
09/24/2024
Husqvarna Incident Number:240923-001187

Customer reached out to ********************** Consumer Support today
Customer wanted to cancel the Order
The Order is being processed to ship since is unable to be cancelled at this point

Order is in Status 5
Out for Pick
Unable to Cancel
Customer will have to refuse shipment and once returned to the Warehouse and *** will need to be setup for Credit
Initial Complaint
09/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a Husqvarna 455 *********** Chainsaw from ****** for $582.03on 2/20/24. Upon receipt, I immediately registered the warranty online with Husqvarna. The chainsaw came with a bottle of premixed fuel/oil which I used. The chainsaw ran for 20 minutes and then would not start again. I tried to return the chainsaw to ****** but they required that I work with Husqvarna. Husqvarna wanted the chainsaw taken to an authorized service dealer. I took the chainsaw to Small Engine Specialty in **********, ** on 3/16/24. To date, there has been no resolution to repair the chainsaw. The Small Engine Specialty has sent several emails to Husqvarna with pictures that they have requested. On multiple occasions, they have had to resend the same set of pictures. Husqvarna will not approve the warranty repair. We have contacted Husqvarna on multiple occasions and they state they are waiting on the dealer to provide information. The Husqvarna incident numbers are 240722-001324 and 240304-001344. It should not **** * months to resolve an issue with a brand new chainsaw. Any assistance you can provide in resolving the matter will be appreciated.
Business response
09/23/2024
Husqvarna Incident Number:240722-001324
Will reach out to the Customer
We are repairing or replacing this Unit
Initial Complaint
09/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This business is listing my phone number is spam. I dont know if maybe has to do with a corporate email that I sent to their country where theyre from but either way they need to give me a yes or no related to warranty repair on their weedeater instead of putting my number in their US database for not talking to me give me a yes or no if its covered on a warranty or not I took it to a dealer to get it serviced here locally and they said it will cost more to have it repair than what the Weedeater cost me when I bought it Two years ago from Lowes plus the repair center where I live told me that she should never buy their products from Lowes home improvement because its lower grade product of theirs. Either way it still comes with a five-year warranty The problem Im having with it is it doesnt spin no more. The motor runs just fine but when you try to get it to spin, it spins very slowly no speed at all. Its got a big-time drag problem. The repair place told me it has something to do with the driveshaft on the motor that is locking up
Business response
09/19/2024
Husqvarna Incident Number:240919-000706

I am unable to locate any prior communication with this Customer
Not sure who the Customer has been speaking with but ********************** Supports has no records
The Customer can reply to the above Incident that has been emailed to the emaile provided(************************** )
If you are needing repair work you may Locate an Authorized Husqvarna Dealer via our Website at **************************
I have also provided the Link here for you

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

Choose the Service Option

Thanks; *******
Initial Complaint
09/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The main item is that my blower just stopped running correctly about 3 months ago. I did not contact ****. then cause I thought I was past the warranty period. I looked up on their website looking for a repair shop and I found four listed. When I called them I find out that dropped Husq. and would not work on them anymore. After a month of trying to find someone I went on the website and purchased a new carburetor. Could not talk to anyone, had to deal with a AI operator. While waiting for new part I noticed a new store opening in town for ****. (but it is all Electric tools). But the guys inside told me that the warranty was three years, not one like I thought. I get home and I have been trying for three weeks to contact someone to get help cause there is no repair shops with in 100 to 150 miles away. I even called # that i found for them but the wrong depts. and still could not get with anyone to help me. The only replies I have received our saying we received your email, and will get back to you in 1 to 2 days. That is all they have done for me. I put the new carb on and can only get it to run 3/4 throttle. So I still have a unit that will not run and a factory that will not get back to me. The two shops I spoke with would not tell me way they dropped doing any Husq.. I think they should replace it cause there is no one to fix it. Now I brought up, and added my first dealings with ****. on my ***** warranty item, that to today is still not fixed by ****. but by me. I did not provide with all of the emails. I printed 103 pages, and stopped. You only have a small part. There was two screws, and bolts missing when I purchased the unit. I sent there installation instruction's there part # circled it, and went around and around for three months and never could find there own part with me providing them everything they needed. I went through three different people, and finally gave up on them. I want them to fix it now. There is two warranty they are not fix
Business response
09/18/2024
Husqvarna Incident Number:240830-001082

We still have an open Incident for this Customer
Will reach out via email or phone on 09/19/2024

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ComplaintsforHusqvarna Professional Products, Inc.

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