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

220 total complaints in the last 3 years.
66 complaints closed in the last 12 months.

If you've experienced an issue

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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:09/30/2024
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.
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
Date: 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 Answer
Date: 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
Date: 09/30/2024
Husqvarna will not cover the repair. We only cover repairs that are approved for Warranty
Customer Answer
Date: 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
Date:09/23/2024
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.
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
Date: 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
Date:09/22/2024
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 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
Date: 09/23/2024
Husqvarna Incident Number:240722-001324
Will reach out to the Customer
We are repairing or replacing this Unit
Initial Complaint
Date:09/18/2024
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.
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
Date: 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
Date:09/18/2024
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.
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
Date: 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
Initial Complaint
Date:09/16/2024
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.
Did not receive complete order. Contacted Husqvarna and they provided a tracking number. Tracking number showed label created for 3 weeks. There is no call center you must contact a 'chat' agent. I have contacted Husqvarna through their 'chat' service three times. Each time I was quickly pushed to an email conversation. It is not possible to reply to the email and I have received no response. When I press the chat agent about this I am immediately disconnected.
Business Response
Date: 09/16/2024

Husqvarna Incidents:240915-000159 and 240916-001942
We are truly apologetic for the delay in your full shipment. We are working to get your order completed. Due to an unforseen circumstance the Warehouse is experiencing a delay with some orders. We are working to resolve this asap so that your order will be complete.

Thanks; *******.

Customer Answer
Date: 09/17/2024

I am rejecting this response because: There is no timeline for resolution. Are the batteries in stock? If they are, ship them. If they are no, whats the lead time?

Business Response
Date: 09/17/2024
I have placed a replacement order and expedited shipping. I will provide tracking once it's available.

GW Order Placed for the Three Batteries
************ BLI300
*** Order Number:17661191

****** Breedlove

**********************;
*************************;
**********
Previous *** Order:17618687
Initial Complaint
Date:09/14/2024
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.
We purchased a Husqvarna backpack sprayer directly from Husqvarna store via Amazon on 3-6-22. Four weeks ago we started having problems out of it as far as spraying constantly with the handle being decompressed. I chatted with Husqvarna and was told I have a 5 year manufacturer warranty via their chat just take it to a nearby service dealer. I took it as told and now I spoke with the dealer and they're saying it's not covered under warranty even though it was a manufacturing defect causing the handle to be stuck open. I have reached out to Husqvarna and getting nothing but the run around. The dealer is wanting me to pay for a $35 part and the service fee for a half hour labor is around $60. I'm not paying anything for a sprayer that is covered by a 5 year warranty that was told to me by a Husqvarna **** I have attached all the information and I'm wanting this resolved as soon as possible. Fix it or send another replacement unit. I was pushed off to the company that makes the sprayer for Husqvarna and other manufacturers and was told by them that this needs to go through Husqvarna warranty department but was going to reach out to Husqvarna to see what can be done (thank goodness) someone is willing to help me. The sprayer has been sitting at the dealer for 3 weeks now and I'm not being able to use it and I just want it fixed as I have a lot of work to do with it. All the attachments have been uploaded and all the information is on their alongside the 5 year warranty I was told that all of a sudden is not be used. This isn't a cheap knockoff Husqvarna but a true Husqvarna backpack sprayer I spent good money on.
Business Response
Date: 09/14/2024

Husqvarna Incident Number:240913-000139

We reached out to the Dealer on 09/13/2024
Correspondence with the Dealer

Called and spoke to the dealer. Parts that were affected were not maintenance parts, and product is still within the 5 year warranty. Directed the dealer to submit the claim to Husqvarna for the parts and labor.

Customer Answer
Date: 09/15/2024

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:09/12/2024
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.
March of 2024 I purchased a Husqvarna 242XD lawn tractor. After three weeks of ownership a pulley bolt snapped off the deck rendering the mower unusable. I took it to a local authorized repair shop where the mower sat for over three weeks. According to the repair shop they sent the required information to Husqvarna's warranty **** and got not response. I got involved and started "chatting" online with Husqvarna's customer service and after several chat sessions they escalated the issue to their escalation ****. Finally after another week of waiting, they responded to the repair shop saying this is know issue for this mower and they will send a new deck. Another week goes by and I finally get the mower back. Approximately 7-10 days later the steering now has a clicking noise which according to the same repair shop is due to a faulty gear mechanism. The repair shop said they fixed it. They did not. I am not taking it back to them or any other authorized repair shop because the warranty process is not customer friendly at all and takes entirely too long for problem resolution. I am very dissatisfied with this purchase due to the problems I am experiencing. Husqvarna's customer service it terrible and I will not recommend their products.
Business Response
Date: 09/13/2024
Husqvarna apologizes for any inconvenience caused to you. I am here to help resolve your concerns. If you would like to get the Unit to a different Dealer I will more than happy to assist you with the arrangements. If you have a previous Incident Number, please provide to me.

Thanks; *******
Customer Answer
Date: 09/15/2024

I am rejecting this response because: I am not satisfied with this response as I feel it is a standard canned response and I have received similar when "chatting" online with their customer service department. ********************** can search Reference #******-001459 for part of the chat session I have had with them. What I will do is once mowing season is over I will take the mower to a different authorized service center and have them evaluate the issue. I want to stress that I am NOT satisfied with this purchase due to the difficulty using the warranty process and have work performed in a timely manner.

Business Response
Date: 09/15/2024
Closing the Incident on Husqvarna side as I have agreed to provide additional assistance if needed. Closing based on the rejection comment from the Customer.
Initial Complaint
Date:09/08/2024
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 have a Husqvarna Zero-Turn mower. Purchased it within the last two years and it's still under warranty. Late May, I was mowing the yard and it was having some difficulty. After a few stops, I decided to get it back to the shed and let it rest. It stopped right before. I tried starting it again and a spark came out and the mower had a small fire. I put it out. Prior to leaving for a two week trip to ****** on June 3, I called the place I bought it from, ******************************** Power, a Husqvarna dealer. Told them to come out and pick it up; see if warranty would cover the problem. Today, its September 9 and no resolution from Husqvarna regarding the status of the mower and the warranty. I have had to spend money having other people mow my five-acre property because I don't have my mower. Right now I can't get them to call me and Lexington Outdoor and Power isn't getting any information when they call about this. This is the worst customer service I've ever dealt with. I want a resolution on this done now; my mower fixed so I don't have to fork out more money for someone else to mow the property. It's not right. I spent quite a bit of money on that unit, and want it fixed.
Business Response
Date: 09/09/2024
I have checked my records and I have no records of the Customer contacting **********************. If you contacted the Dealer then it appears the Dealer has not contacted Husqvarna. We will reach out to you via the phone number provided.

Daytime Phone: **************
Initial Complaint
Date:09/07/2024
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.
on 7/31/24 I made the purchase from husquvarna's website as their regional sales *** stated the sale was ending that day. my cart had the 525i and battery + charger in the cart when i started checkout. the 2nd page where you enter the card information only listed the total price which did not change. when i received my receipt at the 3rd step the battery + charger was missing from the receipt. when I contacted customer support by chat which was the only option available. the *** kept ignoring what was being said and kept stating its not on the receipt over and over. I had tried to get it through to her that was exactly the problem why i was contacting them. the *** refused to even try to take a look at what happened during the order process. I put a bad review of the product on their website due to their lack of customer support. they responded with below.[Response from Husqvarna:24 days ago Husqvarna We apologize for any inconvenience that you have endured. Thank you for taking the time to share this feedback. Please know that I have passed your review to our customer care team. A ***resentative should be reaching out shortly, if one has not already]no one has ever made any attempt to contact me in any way. I demanded a refund when i contacted the support team again with chat log number 240821-000329 where the *** stated a person would contact me to start the refund process. the company has refused to contact me still even though they have a 30 day return policy. the actions they have taken and the tone of the interaction make it clear that husquvarna is happy to engage in bait and switch practices. their dragging their feet so that my credit card online purchase protection date runs out is very telling.
Business Response
Date: 09/07/2024
Husqvarna Incident Number:******-000329
Hello *****;
I truly apologize. If you still have the Unit and want to keep I can send you a Battery and Charger. If you do not then a ************* return Label will be sent to your email. Let me know which route you want to take. Below is a request that was sent to you on 08/21/2024 but we never received a response.

Response

Email

08/21/2024 11:08 AM
***************************,

Hello *****.

RE: Reference #******-000329

Can you send here your serial number, please?

The model, product, and serial number can be printed on a sticker on the base of the trimmer or stamped onto a plate on the base of the trimmer.
Customer Answer
Date: 09/10/2024

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. I wish to have the device returned the model is 525iLK prod # ********* serial **********.
hid *********2fy2023374000926. I also need verification if the box has to have a matching serial #.

Thank you.

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