Evan Halstead

Here's a message I sent via chat to Husqvarna on 6/2/18.

"I have a YTH24V48 riding mower that I purchased in Sept 2016 from Lowes. There is a problem with the machine leaning significantly to one side. I'm not sure what happened to cause this, but it appears like something structural broke or failed.

I brought it to a local authorized warranty repair dealer. I had Husqvarna send over an authorization to repair form because I don't have the original receipt. After two weeks of waiting to hear back from the repair shop I was told that it won't be covered by the warranty!

However, the dealer admitted they didn't even submit the claim to Husqvarna! They claim that it must have been towed with a vehicle at some point and that is the reason for damage to the frame. However, I know for a fact that I never towed the mower with a vehicle or anything similar! It is a new mower that I value highly and I would never be reckless like that. I don't know why the dealer is making this claim??

In my mind it the repair is warranted because of a product defect. It should be covered by the warranty and I am greatly disappointed by the dealer and the product.

I paid a lot of money for this mower believing that Husqvarna was a reputable brand with quality products. I even went out of my way to special order it from Lowes believing that I was choosing a quality mower that would last for years. I thought I was making a decision I wouldn't regret. Unless there is a way that the repair can be covered by the warranty (that is still in affect) I will no longer be convinced that Husqvarna is a reputable brand. .

Please look into this matter. I hope that this situation can be remedied in a way that would make me proud to be a Husqvarna owner again."

Eight days later I got this response:

---------------

Please provide serial # and information as to which authorized service center evaluated the machine.

---------------

On 6/15/18 I called the escalation department at Husqvarna, told them my story about the dealer not submitting the claim, and was told that Husqvarna supervisor Brandon T would give me a call on Monday 6/18/18. He never called.

My mower has been at the authorized dealer for about five weeks now, since May 14, 2018! The dealer refused to submit a warranty claim to Husqvarna until after I submitted a complaint to the local Better Business Bureau on 6/18/18.

Now the dealer tells me the Husqvarna rep will be out on Monday 6/25/18 to take a look at the mower frame. Talk about slow service!!

I'll update this post as to what the call is for the broken frame next week.