Complaints

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:25/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took delivery of a riding lawn mower (Husqvarna TS 242 XD)on April 22, 2022. When cleaning it at the end of the season I noticed a faulty weld on the deck unit. I contacted my dealer (********* ******* ********* ***** ** ********** **) regarding this issue. **** ******** requested and received photos of the area in question. Throughout the winter I was told that there had been no response from the parent company to the dealers requests. Finally, this spring, there were requests for more information (model and hours on the unit, whether there was damage to the unit, etc.) and more photos. They then determined that there was no "manufacturers default". They made this conclusion despite the fact that nobody has even seen the unit. I had requested that I take it in to the dealer but he, the dealer, declined this request. My feeling is that the dealer sat on the warranty claim in the hopes that i would go away. When I did not Husqvarna denied the claim without proper investigation. This may be due to the cost. The dealer explained that this was not simply a repair. Husqvarna needed to replace the entire deck with a new one.

  Business Response

  Date: 27/04/2023

  Husqvarna Incident Number:*************

  We are reaching out to the Customer via the above Incident Number

  Seeking a Dealer to have the Unit taken to and we will determine if the repair will be covered under warranty

  Customer will be notified
  

   

   

  Customer Answer

  Date: 08/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Husqvarna asked me to take the mower deck to an independent shop for their assessment.  I did this and last week the mechanic at the shop determined that there was a bad weld on the mower deck.  Today I contacted the Husqvarna representative asking how they were going to proceed.  He told me that the weld was "good and intact" so I contacted the shop assigned to find out what had happened and how things had changed.  The owner of the shop, ********* ***** * ****** ***., and was informed that there had been no communication between them and Husqvarna.  Husqvarna denied the claim without any input from the shop that they had assigned to assist and provide an assessment.  The shop owner went on to say that Husqvarna is now asking, again, for information and photos that they already have.  He  is also stating that this weld break could not have been caused by impact or abuse, that there is no damage and that everything lines up perfectly

  I do not believe that Husqvarna has any intention of dealing with this matter in a fair manner.

  Sincerely,

  *** *****

  Business Response

  Date: 10/05/2023

  *************  Husqvarna Incident Number

  Have all the photos needed

  Reaching out to the Service Center

  Will follow up with the Customer ASAP

  ****** ******* ** *** ***** ********* ******** **** ** ****** **** ** ******* *** ************* **** ** *** **** ****** ** **** *** ******
  

  Customer Answer

  Date: 15/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:on Thursday at 5:00 PM I spoke with the owner of the shop assigned to assist with this claim.  At this time he told me that he had been having trouble with his email and had been unable to submit any photos.  Despite this, on Wednesday at noon. Hysqvarna claimed to "Have all the photos needed".  This validates my claim that they already had photos and my assertion that they were merely stalling.

  Also, on Wednesday at noon Husqvqrna told you that they "Will follow up with the Customer ASAP".  It is now Monday.  I suppose, given that this has been dragging on for more than six months that their definition of ASAP is different from mine and that I am being unreasonable.  I will leave that to you to decide.
  
  
  
  Sincerely,
  
  
  
  *** *****

  Business Response

  Date: 19/05/2023

  Husqvarna has done what we said we would do. Please response and time line below. No further correspondence.

    

  Customer Answer

  Date: 24/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I do not know what they mean.  About one month ago I received a phone call from ****** ****** telling me that he wanted to work with me to resolve this matter.  He instructed me to take the unit to a third party shop, chosen by Husqvarna, to be assessed.  Before this shop had been able to examine the unit and respond to Husqvrna, *** ****** emailed to tell me that "The weld bead looks to be good and intact." He also requested photos. I responded telling him that Husqvarna had been sent photos previously and  asked how they had made this determination about the weld.  His response was to instruct me to contact the service centre.  I did so and was told by the owner that he hadn't had time to look at the unit and that he had had no contact with Husqvarna.  He had no idea why they would tell me to contact him  ( the service centre).  Further, he had never spoken with and had no idea who ** ****** was.  The next day I received an email telling me that Husqvarna had "all the photos needed Reaching out to the Service Center Will follow up with the Customer ASAP"  This was before the service centre had sent any photos.  In the subsequent two weeks I have not received anything from Husqvarna until today's response from you telling me that "Husqvarna has done what we said we would do."  I am baffled because they said that they would work with me to resolve the issue.  That is what they said they would do yet that is not what I believe has been done.  I am no closer to having a resolution, or even an explanation as to where I stand in this case.
  
  
  
  Sincerely,
  
  
  
  *** *****

  Business Response

  Date: 26/05/2023

  *************

  In order to further assist the Unit will need to be taken into a Dealer...
  

   

  Customer Answer

  Date: 06/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because, while I appreciate your efforts, I received a call from the service centre telling me that Husqvarna will replace the mower deck but that it will take 3-4 weeks before the unit comes in.: ***** *** ******* ** **** ***** * ***** **** **** **** *** ** **** ******** ** ****** *** ********** ** ** **** **** **** ****** ********
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:16/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ST 327 Husqvarna snowblower unit in Dec 2021 and had the levers for the drive and auger freeze into the engaged position 3 times in the last month. My first time with this issue both levers were frozen engaged, and I’m pretty sure had my wife been operating the machine it would have resulted in serious damage. Thankfully there wasn’t a small child in its path when this issue took me by surprise. Imaging taking both hands off the machine and it keeps going and not expecting it.
  
  I contact customer service online and the only response was to take it to an authorized dealer for them to look at the problem. I contacted my local Husqvarna dealer, and they told me it was condensation in the cable that freezes up. They also said it was a known issue and Husqvarna is aware of it, but they aren’t doing anything about it.
  
  At this point I won’t let my wife operate this machine, I just don’t have any confidence in this product. Before this becomes a lawsuit, could Husqvarna acknowledge the serious potential for harm and correct this problem. If not I would like to return the product and get a snowblower that I can have my wife use without worrying about the potential for this happening to her.

  Business Response

  Date: 17/01/2023

  Husqvarna Incident:*************

  The concerns the Customer expressed is not a known issue/concern that Husqvarna is aware and have made public. We will have the Customer take the Unit into the Dealer again and we will make certain this is resolved. If it's a cable problem then we will replace anything that needs to be replaced in order to resolve this. I will reach out to the Customer via phone number (***)*******
  

  ******* *******