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

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:09/06/2024
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 purchased this chainsaw on 08/28, it's says on their website shipping is within 2-3 business. It's now 09/06, and no shipping, however my card was charged on 08/28. There is no phone number to contact Husqvarna. The only way to contact them is through online chat and the only answer I'm told is it's being ready to ship and will be notified when shipped. At this point I can't be told if it will be shipped this month but my card was charged on 08/28. I don't want a refund but would like to know when the item is going to be shipped and can be expidited
Business Response
Date: 09/06/2024
Please provide me your order number or confirmation number and I will be happy to look into this for you. I am unable to find an under via your Name, Email or Phone Number.

Thanks; *******
Initial Complaint
Date:08/30/2024
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.
Unit is malfunctioning and at a local husqvarna authorized dealer. 3 weeks into issue and dealer cannot reach anyone for warranty on unit.
Business Response
Date: 08/31/2024
Please provide me the Dealer contact information that currently has your Unit. Dealers are always able to reach Dealer Tech Support as they have a Direct Line for Dealers Only to reach Husqvarna Tech Support. I will reach out to the Dealer to determine what the concerns are.
Initial Complaint
Date:08/16/2024
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 2022 Husqvarna Norden 901 motorcycle in May of 2022. When I went to put on a new front tire in 2024, I was told by ***********************, parts and service manager at Elite Motorsports in *****************, that the wrong bearings were installed on the wheel. He proceeded to fill out the warranty record, to get the correct bearings. Husqvarna sent the correct bearings, and axle, but would not pay to restore the motorcycle to where it should have been from the factory. I have tried since May to have a supervisor from Husqvarna **************** call me. I was told ( after several phone calls to ***, in Husqvarna **************** ) that I was sent the correct parts as a good will gesture from KTM/Husqvarna, but they do not pay to have the correct parts put on the motorcycle.*** said, in our May 3rd, 2024 phone call, that she would have a supervisor call me after Memorial Day. I waited a month for the call. I have left messages for *** on several occasions, but never got a call back. I also called on June 4th and twice on June 5th to get in contact with ***. She was never available .I left another message for *** on July 12th, 2024. On July 15th, 2024, I was put on hold by ******* in **************** for an hour, as she looked for a supervisor. She finally hung up on me after 65 minutes on hold. I called *******, who sold me the Husqvarna Norden 901, at All Terrain Motorsports in ***********************. He talked to his Husqvarna representative, but said there was nothing the representative could do for me. He couldnt provide me the packing invoice to find out where the motorcycle was manufactured.I have been a motorcycle rider for 50 years, but have never had customer relation problems with any other manufacturers.I kept the wrong bearings and scraped axle as proof. I would like a refund, and a call from Husqvarna, as to why they would make a customer pay for their factory mistake.
Business Response
Date: 08/19/2024
My apology and sorry to hear that you are having concerns with your Motorcycle. You have reached the Husqvarna Lawn and Garden Division of *************. I have added contact information for the Motorcycle support.
Husqvarna Motorcycles
Customer service: ****************
***************************************************
********************************************************************************************************

Customer Answer
Date: 08/21/2024

I am rejecting this response because:
Here is a photo of the website for address of the company. This is why I put this address on my complaint

Don

see attached
Business Response
Date: 08/21/2024
Hello ***
Again my apology for any inconvenience this may have caused. To make sure you are able to receive the service that will best help you to resolve your concerns, please use the following options.

My apology and sorry to hear that you are having concerns with your Motorcycle. You have reached the Husqvarna Lawn and Garden Division of *************. I have added contact information for the Motorcycle support.
Husqvarna Motorcycles
Customer service: ****************
***************************************************
********************************************************************************************************
Initial Complaint
Date:08/12/2024
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.
Ordered #******** on 6/25/2024 at 9:19am. 7/29/2024 called them and was told its on back order. Called 8/9/2024 and again told back order. Called 8/12/2024 back order again. Expected delivery we were told 7/25/2024. When I bought the mower I ordered it the same day and the grass catcher was on back order for over three months. Dont believe me check there records. This is unacceptable and looks like regular business to them.
Business Response
Date: 08/13/2024
Husqvarna Incident Number:230425-001672
This order number (Ordered #********) is not a Husqvarna Order Number. Where did you order your product from or thru. I searched and I was only able to find the above incident number. This was the only chat that I could locate. The date of this one was on 04/25/2023. Please provide any other information pertaining your order and I will attempt to locate the Order and provide details. Who are you speaking with that is providing the information you submitted. You may also reply to the above Husqvarna Incident Number. I have sent this via email to you.
*********************************
Private Note

No Channel

04/25/2023 03:32 PM
*************************,

Call/Chat Dropped
Details: cust never stated concern
Chat Transcript
Chat
04/25/2023 03:24 PM
*************************,
[03:18:44 PM]******: Hi, my name is ******. How may I help you?
[03:21:23 PM]******: I see you are typing, *******, letting you know I'm still here.
[03:22:52 PM]******: I haven't received any response. If you still need assistance, please reply within 2 minutes or this chat will be disconnected.
[03:24:25 PM]******:
Disconnecting this chat now. After our chat session, there will be a quick survey on how I assisted you today, where answers are 5 (Very satisfied) and 1 (Very Dissatisfied) . We would greatly appreciate your feedback. If you still need assistance, feel free to reach back out to us here at Husqvarna. Thank you and have a nice day.
[03:24:26 PM]System: Concluded by Agent
Initial Complaint
Date:08/05/2024
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.
I ordered the Husqvarna 520iHT4 40 V articulating hedge trimmer on October 30th 2023. I received the product on December 20, 2023. I started using the product in April 2023 and, as of June 2023, the casing which encloses the mechanism spontaneously broke off because the mechanism protruded through it, and it stopped working. I brought the machine to my authorized Husqvarna dealer who then contacted Husqvarna with all of the required information because the machine was under warranty for 1 year as of the date of purchase. Husqvarna then supposedly assessed the damage on the machine without seeing it in person and determined that it was not a manufacturer's defect and thus would not take responsibility for fixing what was broken or send me a new machine. I have spent 760$ tax included on this trimmer plus I spent 1000$ on two batteries to power this tool as well as 300$ on the charger which charges the batteries that power this tool. I no longer have a functioning tool or an adequate replacement. Therefore, I have no use for the batteries or the charger which are even more expensive than the actual tool. I am very disappointed in this company. I have been trimming ****** for many years and I saved up to buy this machine, and the company failed me.
Business Response
Date: 08/06/2024
Husqvarna Incident Number:240723-001150

The Authorized Husqvarna Dealer and Husqvarna Dealer Tech Support have determined that this repair would not be a Warranty Repair. We continue to stick by that decision. As a one time Good Will gesture, I am willing to replace the Tool itself but know that this is not a Warranty Replacement. No refund will be issued. If you would like to have the tool shipped to you please reply to this Husqvarna Incident. Please provide shipping address.

************ 520IHT4 PRO BATT HEDGE TELE
Customer Answer
Date: 08/06/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and I accept them sending me a new machine instead of a refund. Here is my shipping address as requested by Husqvarna for them to send the new machine : *********************************************

Thank you.
*******
Initial Complaint
Date:08/05/2024
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.
Purchased a Husqvarna zero turn lawnmower Z242F on 4/9/24. At the time of purchase, the lawnmower did not have the seat arms attached. The dealer said to contact Husqvarna about them. I chatted with Husqvarna several times with no resolution. I then sent a letter to Husqvarna head quarters and still no reply. I've enclosed a copy of one of the chat sessions, picture of the lawnmower with the arms from their sales brochure, and the letter to Husqvarna's headquarters. I am asking for the seat arms be sent to the dealer to have them installed plus cost of rental of a trailer to take the lawnmower to the dealer and back home.
Business Response
Date: 08/05/2024
Husqvarna Incident Number: 240408-001594

Thanks for waiting to hear back. I apologize we currently are still in the process of making an arm rest kit for this model we currently do not have one for this unit. The photo provided is not for this Model. The 42 Inch Units do not an Arm Rest Kit at this time. Not sure if Husqvarna will provide arm rests for this Model. Currently no plans at this time.

Customer Answer
Date: 08/05/2024
I am rejecting this response because: The arm rests are listed as part of the model Z242F I purchased as standard equipment. Also, the arm rests are shown in your brochure. Is Husqvarna trying to bate and switch me? Would have bought a ************** with the options I wanted instead of being lied to.
Business Response
Date: 08/05/2024
Arm Rest are an accessory for this model not part of the standard equipment.
Customer Answer
Date: 08/05/2024
I am rejecting this response because: The Z242F states arm rests are standard equipment, not an option. Read your own list on standard equipment. I've stated that in the first chat session and even copied the list and included the list now and during chat. Nothing has changed except you not honoring your sales brochure.
Business Response
Date: 08/06/2024
Closing Incident on Husqvarna side.
Initial Complaint
Date:08/01/2024
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.
ON 04 JUN 24 I TOOK MY $300 HUSQVARNA STRING TRIMMER TO MOWER ZONE IN ******** *******. I PAID THEM $40 BUCKS TO LOOK AT IT. 2 WEEKS GO BY AND I DON'T HEAR ANYTHING. FINALLY I CALL AND THE **** HAS NO IDEA WHO I AM. SO I HAVE TO GIVE HER MY INFO AGAIN AND 3 DAYS LATER I GET A CALL AND THEY TELL ME THAT IT HAS STRAIGHT FUEL IN IT WHICH IS IMPOSSIBLE. I HAVEN'T EVEN HAD THE MACHINE A YEAR AND I NEVER PUT STRAIGHT GAS IN IT. I SPEND THE NEXT SEVERAL DAYS BACK AND FORTH BETWEEN MOWER ZONE HUSQVARNA AND HUSQVARNA HEADQUARTERS GETTING INFORMATION AND TRYING TO GET A RESOLUTION AS I ONLY HAD THE **** under A YEAR AND I NEVER PUT STRAIGHT GAS IN IT. I GO BACK TO GET MY TRIMMER FROM THESE RACIST IDIOTS SO I CAN GET A SECOND OPINION AND THEY THREW MY MACHINE IN THE DUMPSTER. $300 STRING TRIMMER. IM JUST DYING TO KNOW WHO WANTS A $300 STRING TRIMMER AFTER A RACIST FASCIST BIGOTED NASTY REDNECK HAS POSSIBLY MIS-DIAGNOSED IT THEN THREW IT IN THE TRASH.I HOPE YOU THINK THIS IS OVER.
Business Response
Date: 08/02/2024
Please provide me the ******************* contact information that you took the Unit to.
Initial Complaint
Date:07/31/2024
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 bought a Husqvarna trimmer for ****** on 5/10/21. I also bought a warranty plan on 3/06/2023 for *****. I had problems with it and took it to a dealer. I ran the trimmer about 10 times from the time I bought it. After 6 weeks at the dealer, I would be bounced back and forth from the dealer to the warranty co. Finally I said I was going to report them to you. So they Finally emailed me a few times that week and called me. They would not do anything for me, they said it was normal wear and tare. I was very dissatisfied as my warranty was good till 5/10/2026. I thought they should have to replace it. To pay that kind of money for 10 times use does not sound like normal wear and tare to me, It sounds like a defect in the product and they don't want to back up their warranty.
Business Response
Date: 08/01/2024
Husqvarna Incident Number:240801-001568

I'm sorry to hear that you are having concerns with your Trimmer. I am here to assist you. Please reply to this Huqvarna Incident only and I will assist you in every way possible. Based upon what you stated, the Dealers are stating that your Trimmer has normal wear and tear. If this is the case then normal wear and tear is not covered in your Warranty. The Warranty covers from Defects, Workmanship and Manufacturer Defects. If you will provide me the following information, I will review and see what I may possible be able to do to assist in this matter. This response is being replied to at the BBB but make sure you respond to this Husqvana Incident Number to seek immediate assistance.

Needed:

Any invoices or documentation from previous repairs if possible
Contact information for the Dealer or Dealers that were visited
Product Number

Customer Answer
Date: 08/02/2024

I am rejecting this response because:
Iwent to pick up my trimmer today and the dealer told me that they did not say it was normal wear and tear. They thought the warranty should have covered it. They told me Husqvarna asked for pictures and Husqvarna determined it was wear and tear. The carbon on the pictures could have been caused by low compression from the time I bought it. I should have got more then 15 hrs out of this trimmer. Very disappointed in Husqvarna for treated a customer this way
Business Response
Date: 08/02/2024
Please respond to the request sent to you via Husqvarna Incident Number:240801-001568

There should be a 9-Digit Number on the Tag with the Serial Number. Please provide. I am going to send you a replacement trimmer as a one time good will but No Warranty. What is your shipping address; No PO Box.
Initial Complaint
Date:07/29/2024
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 husqvarva 130C string trimmer on 5-19-22. it has a 5 year warranty. I recieved a Important Safty recall from this business stating the product will need to be repaired and to stop using it. After calling the phone # and speaking with the service people from Husqvarna the said it would need to be taken to the nearest service center. That is about 1 hour drive each way from my home. Also the service center open hours are the same as my work hours. I would need to take off time from work to drive it up their. I spoke to the servicing company owner and he said he cant fix it in the time allowed from Husqvarna which was a Half an Hour. he said it would be more like 1.5 hours to make the repairs. I think that money refund or an exchange for a replacement trimmer would be a better option
Business Response
Date: 07/30/2024
Husqvarna Incident Number:240730-000002

The Recall allows for Repair at an Authorized Husqvarna Dealer
I apologize for the inconvenience but the Unit will have to be taken into a Dealer
One hour drive is not unreasonable for this request
Other options we have is to have the Unit shipped back to Husqvarna; repaired and sent back to the Customer
Contact another Dealer via the Link provided and maybe they are closer and have a lesser repair time frame
**********************************************

If the Unit is not taken into an Authorized Husqvarna Dealer and if the Unit causes damage after the Customer has acknowledge they have received the RECALL NOTICE then Husqvarna will not be liable per the ************************** (CPA)
Initial Complaint
Date:07/26/2024
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 bagger from Husqvarna site directly on May 30, 2024. On June 3rd a total of $799.70 was charged to my payment method. I have reached out via email and their site numerous times as I have not received my product from them to which I either never get a response, they close out my ticket without assisting, or someone emails me back weeks later saying theres no ETA and thats it. I was charged $59.00 for shipping as part of that cost for it to be here within 7-10 business days (which they required me to pay due to the size) and I still dont have my item I purchased. There is nowhere else I can get this bagger as no local stores sell this particular one and Husqvarna wont give me any helpful information about where my product is anytime I ask. Absolutely horrible customer service and my next mower will NOT be their brand and I will not recommend them to anyone I know. Im currently out $800 with no answers and no bagger received. This place is horrible. All I want is the bagger I bought for my mower that I cannot get anywhere else. $800 is a lot of money to not have received what I bought!!!
Business Response
Date: 07/27/2024
Husqvarna Incident Number:240606-001962
My apology for the delay in shipping as the product ordered is currently out of stock.

Order Number:17433422

Part is on Back Order(591111401
Order is Scheduled to Ship on 08/23/2024
If the Customer does not want to wait that long we can cancel the Order and process a Refund
Please let me know if you want to keep the order open or cancel
You can reply to the above Husqvarna Incident Number that you have been previously chatting with

Thanks; *******

Customer Answer
Date: 07/28/2024

I am rejecting this response because:
Its still a month away so I would like to keep this open until we are actually in receipt of the product that is claimed to be shipping at the end of August. I also was required to pay for a 7-10 business day shipping when I placed my order and because you clearly havent shipped it within that timeframe I should be refunded for that shipping cost. Considering this was ordered back at the end of spring in hopes of being able to use it this summer for my lawn and that isnt going to happen, I dont think thats unreasonable to ask of you. Unfortunately I cant get this bagger anywhere else so I will wait even longer for this delivery but this should remain open until such time. Thank you.
Business Response
Date: 07/29/2024
The cost for shipping is provided if the product is in stock. Since I am stating that the product is out of stock and you choose to wait the shipping cost will not be refunded. If you want to cancel the order and not wait the shipping charge will be refunded.
Customer Answer
Date: 07/29/2024

I am rejecting this response because:
Your customer service is horrible.
Customers that order from you and are told itll be there in 7-10 business days and get charged mandatory shipping costs for that timeframe should NOT be charged shipping if you didnt have the item in stock to deliver within that time. I was never notified it was out of stock until I submitted this to the BBB almost two months later! You even stated it yourself that it wasnt in stock so charging a shipping fee for a timeframe that wasnt met is unacceptable.
I have no other choice but to wait for you to send me this product because I cannot get this same one anywhere else so continually telling me to cancel my order is also crappy service.
Business Response
Date: 07/30/2024
Once the product becomes available and ships we will revisit.

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