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.
64 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: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 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
**************
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: 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.
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
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
**************
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
Initial Complaint
Date:06/21/2024
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 am rejecting this response because:

Husqvarna warranty. I had mx54 zero turn for one year got 85 hours on it and the spindle broke from the deck the weld didn't hold I got at ******** power equipment in ******** s.c they don't want to pay for it I gave 6000 for the lawn mower I got picture of the deck , spindle, blade mot bent at all they want me pay 2500. deck that should be cover
Sent from *************************** (**************************
Business Response
Date: 06/21/2024
Husqvarna Incident:240613-000920
We are working with the Customer and received the requested Photos from the Customer. Last contact was on 06/18/2024. After reviewing we will follow up with the Customer via the above Incident number. Will respond early next week.

Business Response
Date: 06/24/2024
Please Check your Email for Husqvarna Incident Number:240613-000920
Husqvarna is replacing the Deck but the Customer will be responsible for the Labor
Initial Complaint
Date:06/20/2024
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.
Bought lawnmower from *****. ********* has less than 250 hrs have replaced several belts, pulleys, and housings. mower frame completely split in half. its a 2654 mower and ive done every maintenance schedule on the mower. just tired of buying junk!
Business Response
Date: 06/21/2024
Hello *******;
I sent you this information via your email address that you provided. Wanted to send here as well.

Husqvarna Incident Number:240621-001140

Hello *******;

I was unable to locate any information on you or your Unit. I am happy to assist you. I created this Incident and please reply back to me with the requested information. Reply to this Incident and the Information will come back to me.

Product Number
Serial Number
Model Number
Proof of Purchase Receipt

Once I receive this information we will move forward as to what I can do for you.
Initial Complaint
Date:06/12/2024
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.

I am rejecting this response because:

I am unable to get any of the info off of the mower because it is currently at ******************* in ******** for repairs.
Purchaser is
*******************************
(*************
************************
3293 Taylors Rd
Boones Mill, VA 24065
Model of Mower is a Z254F
Business Response
Date: 06/13/2024
I was unable to locate any information on the Mower with the Customer information that was provided. Plese provide me the following information and I will look into this further.
Registered Owners Name/Email Address/Contact Phone Number
Model of the Mower
9-Digiit Product Number of the Mower
Serial Number
The Serial Number and Product Number will be on the Gray Tag that on the frame of the Mower
Business Response
Date: 06/14/2024
Please reach out to the Dealer for this Information. Once I receive it I will be able to move forward with the
Registered Owners Name/Email Address/Contact Phone Number
Model of the Mower
9-Digiit Product Number of the Mower
Serial Number
The Serial Number and Product Number will be on the Gray Tag that on the frame of the Mower
Customer Answer
Date: 06/15/2024

I am rejecting this response because:
I do not currently have the majority of the information as the machine was dropped off at ******************* in ***********, ** for repair. I am able to provide my mother in laws info.
*******************************
**************
3293 Taylors Rd
Boones Mill, Va 24065
husqvarna Z254F
Purchased and had all 3 of the warranty repairs completed at ***********************
Business Response
Date: 06/17/2024
I will call the Dealer in order to get the other information that was requested.
Customer Answer
Date: 06/18/2024

I am rejecting this response because:

waiting on results of your research

Business Response
Date: 06/19/2024
No further Action on Husqvarna side at this time. We are in contact with the Customer.
Customer Answer
Date: 06/20/2024

I am rejecting this response because:

awaiting an answer
Initial Complaint
Date:06/12/2024
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.

I am rejecting this response because:
I am rejecting this response because: Once again this is a false statement or a complete lie.
1. I was told I would have a follow up which there is no documentation that shows they followed up with me. To once again blame me is inappropriate and I assure you this company is not a victim.
2. The lack of receipt is a complete lie. The only way to obtain your registered warranty through Husqvarna is to submit an original receipt. The fact that they are now claiming I do not have one is a complete lie. I had to submit it to them to register the product. They have a copy but are lying to you all about it not being submitted.
3. Luckily I am submitting the original receipt so it should not be a problem to issue me a full refund as this appears to be the only reason they have not assisted me for 7 months.
I would like to point out to the BBB that the problem with the blower is the carburetor and they are aware of the issue with the item. This is a complete sham they are doing to their customers while dragging out repairs that are unable to be completed because the carburetors are not readily available. I look forward to receiving my refund

Business Response
Date: 06/12/2024
Husqvarna Incident Number:240219-000466
We did have correspondence with the Customer in February 2024
Reaching out to the Dealer for an update and will follow up with the Customer. Should have an updated by COB on 06/14/2024
Business Response
Date: 06/15/2024
We responded as we said we would, Since the Customer is unable to provide a proof of purchase receipt we have to follow our normal Warranty Process. See below for where we are on resolving this for the Customer. Even if we were to process a refund we would need the Proof of Purchase Receipt.

06/13/2024 04:03 PM
*********************,

Called and spoke to RJ Trailers.
************

Tech was not available at the moment.
Will have service tech call back with the diagnosis information.
Provided ****************** number for callback VM.
Customer Answer
Date: 06/14/2024

I am rejecting this response because: it is now COB on the 14th per their own response and they did nothing it is now 6 months. I want a full refund it can be on a husqvarna gift card but I am done with this.

Customer Answer
Date: 06/18/2024

I am rejecting this response because:
Once again they are dragging the process out and procrastinating. To state now that they have a receipt is misleading because they have always had it. This back and forth is pointless and I am not sure what purpose the BBB serves? They have done nothing for over 6 months and are creating all of this over $354+ ? Their product is defective, they cannot get it fixed, and need more time? They manufacture this product but are also unwilling to replace it to resolve their known defective issue that no one seems to bother pointing out.
I also believe they continue to respond to make sure the burden of the follow up falls on me the consumer. It should also be noted that it appears they are unable to get follow up from their own warranty provider? So, the company that they are telling the consumer to use does not even respond to them?

Customer Answer
Date: 06/21/2024

I am rejecting this response because: They still have done nothing

Business Response
Date: 06/17/2024
Will follow up now that we have the Proof of Purchase Receipt. Can take a few days before responding back to the Customer via ********************** Incident Number 240219-000466
Customer Answer
Date: 06/25/2024

I am rejecting this response because:
Based upon the rules of the BBB, I am required to respond within five days or they deem a non-response as an acceptable resolution so I will continue to respond until I have an actual resolution. It is somewhat comedic that I am asked to be patient after six months of waiting refund my money.
Business Response
Date: 06/19/2024
No further action on Husqvarna side at this time. We are in contact with the Customer.
Business Response
Date: 06/21/2024
Customer will have to be a little patient as stated earlier we are working on this
No further action on Husqvarna side at this time. We are in contact with the Customer.
Business Response
Date: 06/25/2024
Husqvarna Incident: 240219-000466
I have authorized a replacement after hearing back from the ASC...

ASC called back and stated that they found the backpack blower, but it needs a carburetor.
ASC stated they are unable to get a carburetor currently.

Unit with :

RJ Trailers
**************
Customer Answer
Date: 06/26/2024

I am rejecting this response because:
I will accept this response once I know how I am going to get the replacement blower saying that I am going to get it and not explaining how I will get it is unacceptable I also need to know a date that I will be getting it
Business Response
Date: 06/27/2024
Husqvarna Incident Number:240219-000466
See updates via the above Husqvarna Incident that you have been referred to
Initial Complaint
Date:06/07/2024
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 am rejecting this response because:
They have replied as per usual with no resolution, no ETA, nothing. Its unacceptable!
Business Response
Date: 06/07/2024
We are aware and have made the Customer aware. We are working diligently to get this resolved. Order will be shipped ASAP
Business Response
Date: 06/09/2024
Again,
We are working diligently to get these orders out. This is a free order and the Customer has not lost in money. Had this been the case we would have processed a refund. We will get this order out ASAP
Customer Answer
Date: 06/10/2024

I am rejecting this response because:
1- the blades are free, yes. But weve been told 5-7 days not whenever you decide to ship.
2- the bagger is NOT free! And weve yet to receive any response regarding this part of the issue. As per your previous response you would have refunded if we were out money- so refund it please.
3- we are out money as the mower is useless without blades and the bagging system is a need. Weve had to hire and rent equipment without these items. I am requesting a full refund of the bagging system. Understood that free orders are not your priority- its a breech of the warranty and the correspondence from your team where they stated it was express shipped on one occasion and on others we were given a 5-7 day time frame. Weve been at this for a month.
Business Response
Date: 06/10/2024
No further correspondence on the Husqvarna side. Blades will be shipped soon.
Customer Answer
Date: 06/24/2024

I am rejecting this response because:

ordered a bagging system that was delivered and stuck under a truck, its damaged.. weve waited over a month for resolution. The previous complaint included this- and we were told theyd refund it- nothing has happened so far. The order #******-000369.
Business Response
Date: 06/24/2024
Per ***** the Unit was delivered to the Customer and the Home Owner backed over the Product. See Photo attached showing no damaged to the Delivery by ***** or Husqvarna. No further action. See attached photo showing the box in tact.

***** Case Number:C-150707784
Initial Complaint
Date:06/04/2024
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 am rejecting this response because:
From: BUCK BUCK
Sent: Monday, June 17, 2024 12:50 PM
To: BBB General Info <*****************************************>
Subject: Re: You have a New Message from BBB Serving Southern Piedmont and Western N.C., Complaint #********

This makes no sense at all is husqvarna going to install spindles I paid for

Business Response
Date: 06/04/2024
Husqvarna Incident Number:240604-002078

Our Engineers made the decision to change the spindles to Non-Greaseable
This change consists of a more productive and longer life span Bearing
This is how the Units are Manufactured from the past ****** *** design and concept
Business Response
Date: 06/18/2024
The Spindles on the Unit are the New Upgraded Spindles per our Engineers recommendations. The Greaseable Spindles are not available for this particular Unit.

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