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.
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: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.
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.
PURCHASED A WEEDWHACKER MONTHS AGO THAT HAD A MANUFACTURE DEFECTIVE CARBURETOR. COMPANT SAID NO PROBLEM WE WILL SEND A NEW ONE SO THE STORE YOU GOT IT FROM CAN FIX IT. MONTHS LATER STILL NOTHING.
Business Response
Date: 07/26/2024
Husqvarna Incident Number:240715-001114
We reached out to the Customer but have not heard back. Posting what was sent to the Customer for requested information. I re-submitted this again via the Husqvarna Incident Number above. You should have it in your email.

Response

Email

07/16/2024 12:08 PM
**********************,

Hello *****,
RE: Reference # 240715-001114

This is **** from Husqvarna Chat Support.

I tried calling Mio Ace Hardware however they won't provide me any details because the unit is not under your name. Please call Mio Ace Hardware and get the following details and reply to this email.

Dealer Info:
Mio Ace Hardware
***************************
************

Please provide/reply
- Model

- SKU/Product#

- Serial#

- Copy of the receipt

If you need any additional information, you may reply directly to this email.
You may also visit our website for more self-help options at ****************************************

Thank you for contacting Husqvarna,
****
Initial Complaint
Date:07/25/2024
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 Husqvarna 130L String Trimmer on 06.05.22 for $215.10. Husqvarna issued a recall - U.S. Consumer ************************* Fast Track Recall with Health ****** | Release Date: February 8, 2024 | Release Number: ****** Because of the severity of recall, a fire hazard, ******* was brought to Husqvarna's dealer as per the requirements of the recall. It's been 3 weeks that I have been without a trimmer. Husqvarna's response - 'Dealers are busy. ' Complaint # with Husqvarna: ******-000517 Chat - Reference # ******-000517
Business Response
Date: 07/26/2024
Husqvarna Incident Number:240723-000517
Will reach out to the Dealer to see if the repair can be expedited; if not I will have the current Unit returned to Husqvarna and send a replacement Unit. Will follow up with Customer no later than 07/30/2024
Initial Complaint
Date:07/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a brand new Husqvarna chainsaw from Lowes that came with a factory 2 year warranty. 2 months in the chainsaw quit working. It appears to be a fuel delivery issue. According to the warranty information, all Husqvarna warranty claims are covered and repaired at no cost to the consumer. When I attempted to get my chainsaw repaired and the dealer (Champion Rent-All in Pace, **) attempted to charge me 70$ to even look at it. Since then, Ive contacted Husqvarna for a resolution. Multiple emails, ******** posts, and phone calls and I have yet to speak to an actual person. My chainsaw remains broken and Lowes will not accept in for returns as it is past their return window.Champion Rent-All refused to complete the repairs unless I paid them, which goes against their warranty. They are listed by Husqvarna as an authorized dealer/service center. When I told them to bill Husqvarna, the owner told me to get out of his store. Husqvarna has been contacted multiple times and I have yet to receive a resolution. I only get automated responses from chat bots and emails back to their generalized Q and A section on their website. They have responded to me via ******** with generic responses but have yet to contact me with any resolution. After a short look on their ******** page posts comment section youll see that several other people are having the same issue.
Business Response
Date: 07/24/2024
Husqvarna Incident:240702-002387
We have reached out to the Customer. ********************** has online Chat Support and that is what we currently use. If the Dealer is charging a fee for diagnostics and the Unit is deemed to be covered under Warranty then the Fee will be returned. We will reach out again to the Customer again via the ********************** Incident above.
Initial Complaint
Date:07/23/2024
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.
I tried looking up the manual online with no luck. I reach **** who assists me , calls and I dont pick up unknown number & emails me . I try to reach him today and get *****.I instant message her thru their site . Get my shoes on and gobble outside and give her the model ,serial number and make , to have her send me the same manual I make no sense of and look to see. Shes done.I start another chat with another lady who wants the numbers all over again. I just gave them . I asked the other lady to call me so I can order the part and send me an email of the picture so I can verify. **************** was a miss there. I need this part asap, and wanted to order it. I expected their help to look up the part number, train I gave her numbers and told her which brochure I was in and needed a transmission pulley. Employee two didnt want to sell me anything. I shut my phone off , so I didnt get the number **** was calling from. I need someone to call me so I can order a transmission pulley for a roto tiller that is not listed anywhere on there website.
Business Response
Date: 07/23/2024
Husqvarna Incident Number:240723-001127

We are working the Customer to locate the Part needed. An Agent will be reaching out to the Customer for the Part needed. Customer should receive an email follow up or phone call within the next ***** hours.

Part Number:
************ ******, TRANSMISSION

Illustrated Parts List Attached for your Tiller DRT900
Customer Answer
Date: 07/23/2024

I am rejecting this response because: They keep sending me diagrams. I have gave them the model number:960930025 02
Serial number : 011117M 804 Husqvarna DRT 900 and I have told them its the Transmission pulley .
I bought it at Rural King and they cant order the parts , so I have to order it.
Husqvarna no longer takes phone calls . I cant see c*** in their website and look through all the diagrams on my smartphone. Not working so easily
I have over 700 tomatoe plants out and just bought 5 lb of beans that needed to go in Sun. Rural King is only open M-F .I need some assistance and you think they could locate the part by the name, my make and model I already provided.

Business Response
Date: 07/23/2024
I sent the Diagram so that the Customer can tell us exactly what part and part number she is in need of. Until we can verify that we are unable to assist the Customer. She can take the Unit into a Dealer if she chooses.
Customer Answer
Date: 07/25/2024

I am rejecting this response because:

I am rejecting this response because: They keep sending me diagrams. I have gave them the model number:960930025 02
Serial number : 011117M 804 Husqvarna DRT 900 and I have told them its the Transmission pulley .
I bought it at Rural King and they cant order the parts , so I have to order it.
Husqvarna no longer takes phone calls . I cant see c*** in their website and look through all the diagrams on my smartphone. Not working so easily
I have over 700 tomatoe plants out and just bought 5 lb of beans that needed to go in Sun. Rural King is only open M-F .I need some assistance and you think they could locate the part by the name, my make and model I already provided.

Business Response
Date: 07/25/2024
Customer will need to visit a Dealer if they are unable to specify on the Parts List what part she is trying to order.
Customer Answer
Date: 07/31/2024

I am rejecting this response because:**** sent me a msg around Wednesday, I replied to call me so I could order the part. He never called . He then said my problem was with my email and ordering the part. He has several responses with my correct email.
The solution from Husqvarna after I try to order a part , Take it up a dealer. I spoke with a dealer, they said the problem was , they could Not get Husqvarna parts. They other tech said, Its not that we cant get parts, we can Not log into their website for Two Weeks. . He aid all if a sudden he got twenty emails from them
I indeed took my tiller to Rural Kingwhere I purchased it and they have another brand setting there are going to use the part off of it.
********* at Husqvarna was no help at all. **** tried and was very helpful in the beginning. I have a huge garden , needed a transmission pulley asap and never contacted. I dont have time to keep checking emails on my phone.
I told them what part I needed and gave the brochure Figure number I was referencing, tiller model and serial number . I told **** it was a transmission pulley . That should have been enough to know it was the correct part
I worked at Borg Warner automotive, we knew our part names and numbers when filling orders for shipping.
Take it to a dealer, what a solution. The dealer couldnt get parts from you!

Customer Answer
Date: 08/15/2024

I am rejecting this response because:

I ordered a part from Husqvarna and I contacted them about a return and have not heard a word. It is still in the original package, unopened and I need a label or know how to return it.
Business Response
Date: 08/15/2024
Husqvarna Incident:240722-001730

Part:************ PULLEY-IDLER TI

Part: ********* supercedes to part ************ PULLEY.ASM.ENGINE.4L.2.50

Part:************ SHEAVE, TRANSMISSION

We will attempt to call the Customer to see if we can process the order. The order originally would not go thru as it was flagged with the information provided. If the order does not process the Customer will have to visit a Local Dealer. List of Dealers have been provided previously and are being provided again.

Here are some dealers nearby that you can check to get the ********* - Sheave Transmission pulley:

******** SALES & SERVICE *SAWS*
**************************************************************************
**************

K L REPAIR AND EQUIPMENT SALES
***********************************
**************

******* OUTDOOR POWER EQUIPMENT INC
****************************************
**************

Customer Answer
Date: 08/19/2024

I am rejecting this response because: I dont Need parts. **** called me the other day and thought I wanted to order a part.
I don't have the order number and I NEED to Return the transmission pulley I ordered ASAP and NEED A LABEL YO RETURN IT. I will call my bank and have this disputed if they cant help me.
*************************
************************
Muncie, IN 47304

Business Response
Date: 08/20/2024
Closing Incident on Husqvarna side since we have no records of a Order for this Customer. Unable to send a label for returns if we do not have an order number. Customer even stated she does not have the order number.
Initial Complaint
Date:07/10/2024
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.
11/21/2022 $247.47 I bought the Leaf Blower through ****** but the first warranty was thru Husqvarna with 2 yr .It has not ran well since I bought. I should have taken it back. Husqvarna told me to the dealership/repair shop. I did take it through Husqvarna repair shop under warranty that cost me $50.00 to check and the scoring of the cycler that came defect from the manufacture.I think this is under the lemon Law. I sent you plenty of paperwork. Husqvarna would not give me the corporation address. I had to do this on line and they don't have phone number to talk to real person.
Business Response
Date: 07/11/2024
Husqvarna Incident Number:240710-001364
Customers first contact with ********************** was on today 07/10/2024
Per the Chat conversation the Customer is stating that the Dealer is stating that the Cylinder Piston is scored. If this is the case the Unit will not be covered under warranty. Scored Pistons are caused when there is an incorrect mixture of Fuel and Oil. The Dealer has not filed a Claim back with Husqvarna as of today stating whether their findings are definitely related to incorrect Fuel/Oil Mixture. We will wait for the Dealer to file a Claim and then we will know exactly what the concerns are and if they will be covered under warranty. Customer did state He was having concerns with the Unit when purchased over two years ago but did not attempt to reach out to Husqvarna or a Dealer. In the interim the Customer can continue to follow up with the Dealer for their final resolution.
Initial Complaint
Date:07/08/2024
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.
Purchased a Husqvarna h24-hp hydro 54in from ****** with a supposedly three year guarantee. The thing gave us issues from the first month and it ate five belts in a 12 month period (all recipts available if needed). We attempted to have ****** help us exchange it and they referred us to Husqvarna, Husqvarna told us to take it to a shop in ********* which has held it for weeks stating Husqvarna has not responded to their repair order. We spent a lot of money on a piece of garbage and we think it's ridiculous how they treat people that make them rich of useless paper weights.
Business Response
Date: 07/08/2024
Responded to the BBB

Husqvarna Incident Number:240708-001681

I was unable to locate in previous Incidents for you but I am here to assist. My apology for any concerns that you are having with your Mower. Please reply to to the Husqvarna Incident with the requested information and we will look into your concerns immediately.

Proof Of Purchase Receipt
Product Number
Serial Number
Model Number
Initial Complaint
Date:07/08/2024
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.
see attachment
Click here to Get the File - use the Password: B480863A
************************************************************************
Business Response
Date: 07/08/2024
Husqvarna Incident Number:230923-000086

Hello *****;

Sorry to hear that you are having concerns with your Mower. We will reach out to you within the next 3 Days to discuss. We have your contact number and will call the number you provided. Please reply to this Incident Number if you are receiving my messages.
Initial Complaint
Date:06/25/2024
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 130c weedeater that has a recall on it. My local dealer refused to fix the recall for me. I have contacted Husqvarna several times with no resolution other than I should try another dealer that is far away from me.
Business Response
Date: 06/26/2024
Husqvarna Incident Number:240611-001597

We are reaching out to the Customer via the above ********************** Incident Number. Please check your email for a update on the next step to resolving your Trimmer concerns

Thanks, *******

Customer Answer
Date: 06/28/2024

I am rejecting this response because:
The companies solution was to contact dealers 30 miles away or more. Shouldn't have to travel that when there are 3 in my area. One within 3 miles.
Business Response
Date: 06/28/2024
Please read the full list of Dealers that we sent to you via the Incident Number 240611-001597
I have copied the list of Dealers here as well. You can choose whatever Dealer you choose to use. You can also use the Dealer Locator here **********************************************

Response

Email

06/27/2024 01:20 PM
*****************************,

HARTS PRO HARDWARE
****************************************
Shop Phone
*************

WESTERN AUTO
***********
******************** 25962
Shop Phone
**************..

J&J HARDWARE
***********************************
**********************
Shop Phone
**************

GLENVILLE WESTERN AUTO, INC
********************************************************************
Shop Phone
**************
Customer Answer
Date: 07/01/2024

I am rejecting this response because:

Customer Answer
Date: 07/01/2024
The list of dealers sent to me by Husqvarna are all 30 plus miles away. There are 3 dealers in my area, one less than 3 miles away which is the one that wouldn't fix it because I didn't buy it from them.
Business Response
Date: 07/02/2024
Husqvarna Incident Number:240611-001597
We have emailed you twice with a list of Dealers that will assist you. We have provided all the Dealers contact information. Please check your email for updates on this Incident Number. Below is the Information that has been sent to you twice. Husqvarna is responding to you. Dates of response 06/27 and 06/28 2024

Response

Email

06/28/2024 12:09 PM
*****************************,

Please read the full list of Dealers that we sent to you via the Incident Number 240611-001597
I have copied the list of Dealers here as well. You can choose whatever Dealer you choose to use. You can also use the Dealer Locator here **********************************************

Response

Email

06/27/2024 01:20 PM
*****************************,

HARTS PRO HARDWARE
**********
**************************
Shop Phone
*************

WESTERN AUTO
************br>******************** 25962
Shop Phone
**************..

J&J HARDWARE
***********************************
******, WV 25938
Shop Phone
**************

**********************, INC
************************************
Shop Phone
**************
Customer Answer
Date: 07/02/2024

I am rejecting this response because:
Yes I have received the list of dealers that have been sent to me twice. I should not have to travel 30 plus miles to get a defective product fixed when there are so- called authorized dealers in my area.It seems this is going nowhere so for now I'm just going to continue to use this weedeater until I can get a different one. It will definitely not be a Husqvarna.
Business Response
Date: 07/03/2024
You will have to reach out to one of the Dealers on the List that was provided to you
Initial Complaint
Date:06/24/2024
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.
Husqvarna has sold me a product with a false advertisement regarding warranty offered. Being reimbursed for what I will be charged at Bort'z is my goal, and I do not feel I am asking too much, given all the time and frustration I have spent so far trying to reach a live person or receive a resolution to emails. Brief Summary. Purchased on Amazon through Husqvarna on 10/31/2023 (order number 112-1660792-8215402). It was used twice last fall and only a few times so far this year. I have only used Husqvarna fuel designed for this, and I have receipts for everything. When I began using it this season, this new unit throttled down after 10 minutes of running, throttled up, and then throttled back down repeatedly. It will also sometimes just stall out during throttle-down. The unit is inoperable and was registered upon purchase. I have spent several hours without having Husqvarna's service warranty honored. (Excluding the time spent sending this email.) Every method of contact results in dead ends, no responses, or a referral to their website to take the mower to a service center. This link from Husqvarna service centers contains outdated and false advertisements about what centers will honor warranty service. All contacted refuse to work for them or say they should not be listed. (**********************************************)When I called the following service center, I was informed verbally that they do, in fact, honor the warranty and asked me to bring my unit to them. I took my unit to the following service center only to be told they will not do warranty work for Husqvarna but will repair my unit. This was even after I explained that I called their company before coming down and was told on the phone that they would honor my Husqvarna warranty. I had no option but to leave it there for repairs, as I could not wait any longer to get this unit functioning properly. ******* is at *****************************************************.
Business Response
Date: 06/25/2024
Husqvarna Incident Number:240622-000176

We will reach out to you via the above Husqvarna Incident Number
Please check your email for further updates to address you concerns.

Please provide the following:
Product Number
Serial Number
Proof of Purchase Receipt
Name the Unit is registered in

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