Business Profile

Lawn and Garden

Husqvarna Professional Products, Inc.

Headquarters

Complaints

This profile includes complaints for Husqvarna Professional Products, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

221 total complaints in the last 3 years.
65 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/02/2023
Type:Delivery Issues
Status:
AnsweredMore 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.
I bought a Husqvarna LC221A Self Propelled Walk Behind mower in the spring of 2019. In July of 2022 the drive cable broke. I believe it is part number *********. I toolk it to ******** Lawn and Garden ************, they have been nothing but professional. The part has been on back order since then. It was supposed to be delivered for the second time around 5/15/23. I was told today that date is now July 2023. Husqvarna does not have a customer service department to speak to and I have been unable to find and human in any department at Husqvarna to speak to in the US. I want, in this order, (1) the part, (2) a replacement mower or (3) my money back. The mower without the drive cable, makes it similar to pushing a pile of ********** is not self propelled.
Business Response
Date: 06/04/2023
Husqvarna Incident:200727-002920
Since Husqvarna no longer manufactures Walk Behind Mowers, the parts for these Mowers may or may not be available. This is still an active part but currently we have no inventory. The Unit is no longer under Warranty and Husqvarna has fulfilled its obligation to repair, replace and provide parts as long as the Unit was under warranty. The Customer may try other options such as non Husqvarna Dealers or Third Party Websites to try an obtain the part. Hopefully we will have this part in stock but at this time, no ETA for the part requested.

Customer Answer
Date: 06/07/2023

I am rejecting this response because: I bought the product in August of 2019 and ,within 3 years, it broke and I took it to an authorized dealer in July 2022. How long is the Husquavarna warranty? If it is three years they owe me a new mower!

Business Response
Date: 06/16/2023
Husqvarna Incident Number:230606-003226
Husqvarna no longer manufactures *************** Powered Mowers. This was a Business decision made in 2020. The Customer Unit was purchased in 2019 and we did provide Warranty and parts for the Unit during the Warranty Period of this Unit. We still manufacture some parts but since these Units are outside of the Warranty Period the Parts are not Manufactured as they would be if the Units were still in Production. The Customer may try other Sites or Dealers for the Part but Husqvarna may or may not have this part any time soon. Our apology to this Customer and any others but we have fulfilled our obligation to supply Parts and Warranty Repairs.
Initial Complaint
Date:05/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore 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.
I purchased a new Husqvarna riding mower at Lowes in ********** ********. We discovered the motor was defective and completely blown. We took it to the Husqvarna dealer in ************** ************ who confirmed the blown motor. They said they could not work on the motor because it is ****** and ********. They called the ****** and ******** dealer who said they are not permitted to do motor replacement. They only do motor repairs. I called ****** who told me to call Husqvarna, and in the words of the manager, *******, Husqvarna would "send me a brand new one." I called the Husqvarna warranty number which takes you in circles and eventually tells you to have a good day and hangs **. ** summary, I spent over ******************************************* 15 years and have absolutely nothing to show for it. Everyone is passing me around and no one is taking responsibility for making this right. Please help!
Business Response
Date: 05/31/2023
Husqvarna Incident Number:230531-003990
I am truly sorry to hear that you are having concerns with your new mower but I assure you that I will resolve this for you. I was unable to locate any prior Incidents between you and Husqvarna. If you any Incident Numbers you can provide that would be great. Please respond to the request sent to you via the Incident Number above which is requesting the following information

Proof of Purchase Receipt
Product Number
Serial Number
Initial Complaint
Date:05/30/2023
Type:Service or Repair Issues
Status:
AnsweredMore 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.
Bought a new Husqvarna riding mower last year from Lowes. Paid cash. Less than a year after purchasing, I've lost my receipt and they are denying to repair my mower under the 3 year bumper to bumper warranty, because I can't prove ownership. I have the mower, I have serial numbers and it's in my possession. I just want them to fix the faulty riding mower. Please help!
Business Response
Date: 05/30/2023
Husqvarna Incident:230529-001119
Proof of Ownership is required for Warranty Work. Since the Customer purchased the Unit from ****** that is where a copy of the receipt will have to be obtained. The reason for Proof of Purchase is because if a Unit has been sold or given away he Warranty does not Transfer per our Warranty Policy. If the Unit was registered when purchased, I can assist. Please provide me the Product and Serial Number of the Unit. Please respond only via the Husqvarna Incident Number provided above to assure that I receive the requested information. Sending this information via the incident as well.

Thanks; *******
Customer Answer
Date: 05/31/2023

I am rejecting this response because:
I have been to ****** several times and they say they can not replicate a cash receipt, and they have told me repeatedly to go straight to Husqvarna.
Business Response
Date: 06/01/2023
Husqvarna does not have sales receipts for ****** Customer...No further comment..
Customer Answer
Date: 06/02/2023

I am rejecting this response because:
I just want my warranty. The mower shouldn't have broken within a year of purchase. So much for consumers rights.
Initial Complaint
Date:05/26/2023
Type:Delivery Issues
Status:
ResolvedMore 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.
Date of order 5/3/2023 P.N. ******** HP_PULLEY ENGINE Dealer Eaeley Lawn and Garden, ****** ** Please Note" This is not a Dealership issue, but with Husqavarna in *********,This part was ordered through the dealer mentioned above. Accodding to the dealer who went to track the order, ********** finally updated the order to show "shipped" on 5/18/2023. Subsequently the order status "shipped" date has continued to be updated daily. This part has NOT arrived. I contacted Husqavarna myself through thier website form to inquire on status. An auto response was generated to my inquiry via email with a statement I would be contacted in 1 to 2 days. This did not happen and the link I was given to check status has gone away. I tried contacting them via messenger on ********* Zero reply. The dealer has kept in contact with me but so far no results or real answers from Husqavarna. The dealer was billed on order and I paid a deposit of $45.99. I request that the dealer be credited for this order so I can get a refund and go elsewhere for the part.
Business Response
Date: 05/26/2023
Husqvarna Incident:230517-000623

Unfortunately we are experiencing a shipping delay with our orders. We are hoping to resolve this very soon. Orders are now taking up to 30 days to process. The part requested is in stock but is only available in the one Warehouse that we are currently experiencing shipping delays. I truly apologize for this but we are working diligently around the clock to resolve this. If the Customer does not want to wait any longer for the part, he may request a refund from the Dealer; otherwise we will continue to work to release the Dealer Order so that the Customer will receive the Product.

Thanks; *******
Customer Answer
Date: 05/30/2023

I am rejecting this response because I find it really hard to believe it takes 30 days on any order to be shipped. Especially one that is in stock. What's to say that once again there will not be another 30 day delay?
Business Response
Date: 05/31/2023
230517-000623

We will keep the Dealer updated and for some reason or another with the continued Warehouse Shipping concerns, we will take the next step in resolving the repair concerns.
Customer Answer
Date: 06/02/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and will consider this issue closed and un-resolved.

Thank you.
Initial Complaint
Date:05/17/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.
I got my Husqvarna Z246 out ,saw it had deck welds broke ,so I called Husqvarna and they said I must take my mower to the nearest authorized dealer which is D@J hardware ,so they could file warranty complaint. Took mower to Djs ,they said we needed to leave the deck only,so we brought mower back home ,**** took pictures of my receipt and said he did not need a copy of my warranty . ,he also took one look at my deck and said" oh yea that will be no problem to get replaced ,the welds definitely broke ."This all started April 28 on May 2 ,dj's called me and had to have me come back to store to bring my receipt and warranty to them so they could send info in to Husqvarna ,when I went in spoke with **** and ***** ,they was on phone with Husqvarna tech and tech was saying my deck didn't have a 10 year limited warranty on it ,so **** told them it was right on deck 10 year warranty , also they put me on speaker phone and had me read my warranty to tech.So Husqvarna said yes it was covered ,but they needed the whole unit brought to djs ,so I went and borrowed trailer and took my mower back to dj's I waited to hear from Djs for several days ,I called them and spoke to ***** at djs and he said Husqvarna was still reviewing my deck and it would be May 10 before we would know anything .So on the 10th it was rejected, on the 11 contacted Husqvarna, they said I needed to contact Djs and have them reach out to tech ***** and ask for another review.My husband helped **** at djs take more up close pics of welds ,they was sent to Husqvarna.It was rejected again ,but they r willing to send goodwill deck ,but not honor warranty .**** called Husqvarna and they still wouldn't honor warranty ,just send goodwill deck ,so I said ok ,but if they are not going to pay labor ,we will just put deck on ourselves so when we go to pick mower up ,we was charged ***** for diagnosis even though it is a warrantied item ,I feel like Husqvarna needs reimburse fee and warranty my deck .
Business Response
Date: 05/17/2023
Husqvarna Incident:230509-001997
Reaching out to the Customer via this Incident
Customer should respond to this Incident ONLY in order for a Faster Resolution

Will reimburse and pay for labor for the replacement

Customer Answer
Date: 05/22/2023

I am rejecting this response because:
I accept the honoring of our warranty ,but I want Husqvarna to send d@js hardware the ***** reimbursement,because d@js is supposed to be reimbursing me today ,also dj owner,********************* spoke with me Saturday and said ,even though they are authorized dealership ,is saying due to me turning them in to bbb that he was refusing to let Husqvarna send our deck to his store because I quote " couldn't be pleased " this is not true ,I was satisfied with them until they charged me and talked to my husband bad .
I am asking this resolved by sending them the ***** to djs hardware and after all this trouble just send the new deck to our home to ********************************* *************************************************************
Thank you .
Business Response
Date: 05/24/2023
:230509-0019977
Dealer has agreed to accept the Deck
It will have to be shipped there as the address can not be changed at this point
Customer has agreed to pick up the Deck from the Dealer once it arrives.

Las follow up on 05/22/2023
*** stated customer was requesting husband to watch repairs as they were done.
*** stated they did not want to assist consumer, and did not want deck shipped to them anymore.

****************** will have product replacement deck shell sent directly to consumer.

Called customer back.
Customer is now requesting reimbursement of the diagnostic fee to *** location and to have deck shipped directly to the *** location.
Informed customer that D&J was not requesting reimbursement from Husqvarna.

****************** and ****, unable to ship to consumer, only able to ship to dealer location.
Customer Answer
Date: 05/25/2023

Better Business Bureau:

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
Date:05/17/2023
Type:Product Issues
Status:
AnsweredMore 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.
Purchased a Husqvarna MZ48 zero-turn mower on 4/20/23. I purchased this particular model based on specs, and serviceability alone. Once home with mower, I noticed it was not manufactured with the correct deck spindles. Correct deck spindles part number is ************. I spoke with a representative, and I sent pictures of everything requested, and they claimed they would get approval to send the correct parts that were supposed to be installed on my new mower from the factory. The next day I receive a response telling me that my machine was equipped with cast-iron commercial sealed(not serviceable) spindles. I replied with the facts that my machine has a diagram on the floorboard of how to grease the spindles. The model specific manual shows to grease the spindles. The product page on their website clearly ****** the spindles are greasable. The parts diagram on their website states the part number is ************. A quick internet search of that part number clearly shows what I have described. I just gave my last effort over the phone with another representative clearly showing a total lack of acknowledgement of wrongdoing.
Business Response
Date: 05/17/2023
The Customer has the Correct Deck and Spindles on his Unit. Our Engineers will sometimes change parts based upon feedback and Product Productivity. The spindles on this Unit use to have Grease Zerks but now have been replaced with Non-Greaseable Zerks. The ones supplied is an upgrade from what the Customer would have received based upon the Engineers findings. No further action to be taken.
Customer Answer
Date: 05/19/2023

I am rejecting this response because:
See attached pdf which is the most current part number breakdown taken directly from Husqvarna website on the date this claim was filed for the exact machine I paid cash for. Furthermore, I already responded to this exact reply in an emai where I requested the part number for these mysterious upgraded spindles. The reply from Husqvarna was the exact part numbers I am requesting, and the exact part numbers in the attached diagram. NOT a non-greasable sealed "upgraded" spindle.
I am requesting *************** replacement spindles that are designed for my mower deck that a greasable, cast-iron just like in the attached diagram. This response from Husqvarna CLEARLY admits my machine was NOT assembled with the parts listed in their diagram, my manual, or the product description page of the machine I studied before I walked right in a store and paid for a specific model machine.
Business Response
Date: 05/24/2023
No further response as the spindles that are on the Unit are the correct ones after the Engineers modifications and upgrade.
Initial Complaint
Date:05/16/2023
Type:Product Issues
Status:
AnsweredMore 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.
I'm hoping this message doesn't fall on deaf ears. I'm seeing similar posts that aren't getting any response either, but I will leave my comment in hopes someone from Husqvarna reaches out to me. I purchased a Husqvarna riding lawn mower in June last year from Lowes. I mowed the lawn 5-6 times without much concern. Then randomly the mower deck began to shake and make a lot of noise and now the deck belt the squealing. Also, I randomly had the drive belt pop off. It took me quite a bit of time to track down someone in a Husqvarna chat to address my concern. He informed me that I would need to bring it into a certified shop to address my concern. I had a shop pick it up and check it over and return it and tell me that there was nothing wrong with the mower that would be covered by Husqvarna and that I owed them for the delivery. Fairly upset by this, but figuring I would take their word for it, I mowed the lawn again. Loud, shaking, squealing deck begins again. Call the shop back and inform them that this is absolute BS and there is definitely something wrong with the mower. I was told by the shop that their hands are tied until something breaks on the mower. Called Lowes and was informed they cannot do anything as the 30-day period from purchase date was surpassed. I have been mowing lawns my entire life with 15+ year-old riders and never had a machine sound like this. I'm hoping someone from Husqvarna will check their messages and reach out to me. Otherwise I will complain my way across social media and the BBB until I hear something back. I was sold a Lemon and the issue needs to be rectified.
Business Response
Date: 05/16/2023
Husqvarna Incident Number:220824-000897
Please respond to the above Incident Number only to assure that all correspondence is captured and addressed. An Agent will reach back out to the Customer but if the Dealer is stating that are unable to locate any con concerns then we will have to work from that point. The Dealers are our Eyes and Ears and are certified. We put our Trust and Knowledge within them. Again; someone will be reaching out.

Thanks; *******
Initial Complaint
Date:05/11/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.
Purchased 5/3/22 for $239.99 before taxes. Two year warranty. Hardly used. Starts badly. Overload and stops when accelerated. Stops with any workload. Stops when you tip it to the side. I have taken it to two different repair shops and they say theres nothing they can do. Its internally Ive tried to contact customer service. They say they only do chat only when I went online. I am being told that I am being routed to a representative, but no one is coming on, when I have gotten through to anyone chat wise, they go around in circles and never offered to help. The company has no phone number chat doesnt help. I have a warranty on a machine thats broken and its not being taken care of. I would love for it to be fixed or working. If not, I want a refund.
Business Response
Date: 05/12/2023
Husqvarna Incident:230511-001515
Reaching out to the Customer via the above ********************** Incident
Please respond to this Incident only as it will come directly to me
Will respond on 05/12/2023

Customer Answer
Date: 05/16/2023

Better Business Bureau:

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
Date:05/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore 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.
I purchased an automower from a local dealer last year at the beginning of the mowing season. The season ended with no problems with the mower, I cleaned it up and stored it away with a full charge.I pulled it out this year and dropped it off to the local dealer for a check-up and to update its software. After receiving it back, with the dealer confirming there were no issues, the mower would not move. The dealer took it back.They diagnosed a bad motor. It was on back order for weeks. The motor came in and the mower still will not move. They have ordered a new circuit board, which is also on back order for another few weeks.It has already been at the dealer for 6 weeks, I paid $4k for to mow my lawn for one season. I have had to pay to have my lawn mowed at least 5 times * $65/week while I wait.Customer service has been unmotivated to help, every number I find for the corporate office ends with at a deadend, I can't even get a human on the phone. My dealer is also seeing the same, they are getting no support.My dealer is Woodlake in ********, **.
Business Response
Date: 05/12/2023
Husqvarna Incident:230427-002785
Please have the Customer reach out via Incident Number above
A Tech will be reaching out to the Customer to the next step to resolve his concerns.
Please respond via the Incident only as everyone does not have access to this BBB Portal in order to resolve this in a more timely manner.
Customer Answer
Date: 05/15/2023
I made this compliant in this capacity because I was not being supported via those means. With that said, they are starting to work with me and I will keep this complaint open until my concern is resolved, which is looking positive right now.
Business Response
Date: 05/16/2023
No additional comments. Concerns are being addressed.
Initial Complaint
Date:04/26/2023
Type:Product Issues
Status:
ResolvedMore 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.
I purchased a Husqvarna auto mower and received a unit with a broken handle. I followed the return process and they shipped another unit. The same part was broken. I followed the return process again. Then I requested an escalation of the support case and they canceled my order and instructed me to order the product again. The product is no longer on sale and $500 higher than what I originally paid.
Business Response
Date: 04/26/2023
Husqvarna Incident Number:230416-000186
We are cancelling the refund and shipping one more unit.

Customer Answer
Date: 04/27/2023

Better Business Bureau:

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.

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