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:06/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We purchased a complete professional Thor kitchen package for our new home. Right after installation, the refrigerator started throwing an error code and beeping about every 15 min especially throughout the night. Sometimes the beeping lasts hours. We called **** and they directed us to a website to complete a service request. We did that and heard nothing. We got on again after a week and requested an update. They responded about a week later saying they were waiting for someone to pick up our service ticket. We waited another week and asked for an update. They said they found someone but they require a payment up front and asked us to pay it and they would reimburse us. We said no because this is under warranty so we shouldnt be paying for it. They finally sent the name of a company that would be coming. We had multiple confirmations of the appointment. My husband took off work for the whole day. He got a confirmation again mid day, then at 4:30pm got a cancellation with a rescheduled date of 2 weeks out. When we called the company to get an earlier appointment it is an all Ai system and they had no appointment for us (past or future) even when entering the appointment code provided. We reached back out to **** with no response back. My husband even asked if they could just tell us which sensor it is that is defective based off the code it is throwing so he can replace it himself and they said no. We have been kept up at night and had beeping all day. We are embarrassed to have people over to show them our new house because the refrigerator is beeping all the time. I cant afford to buy another refrigerator, but need this fixed. It truly feels like this whole company is a scam.

• Initial Complaint

  Date:05/20/2025

  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.

  This company is giving me the run around. I have called and emailed several times and asked for a manager and I am being told there is not one. Even though I did speak to a manager last when I had this same exact problem with my oven by the name of ******* *****. The technician that just left my house informed me that the same exact part that was "fixed" last year has to be ordered again and replaced. I was told that it will be 5-7 business days and when I asked about over night it the part they said they could not. This company should shut down. My oven cost over $3,000 and has not worked properly since we got it. It has become a full time job for me to continue to seek assistance and to ask for a manager to help resolve this issue in a timely manor. The representatives are dismissive and lack little to no knowledge about the company they work for. I do not want to work with the company any more and would like a full refund for the defective oven that I purchased.

  Business Response

  Date: 06/26/2025

  The customer was assisted with service. The service was completed on 06/20/2025. 

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We bought a **** oven from Lowes in October of 2024. Right away, it had programming issues with crazy codes that made no sense (even the technician didn't know what they meant) and buttons you could barely push to change the temperature or time. There is no functioning clock (which ****'s IT **** later told me is true for every single one of this model...who sells a 2K oven w/o a clock...which was never disclosed to use when we bought it). They replaced the control panel once, it still doesn't work. The oven began to melt and bubble at the bottom, which they then tried to accuse us of causing with foil. First of all, we don't use foil in my house and second of all...who puts foil on the bottom of an oven. Whatever material that is that melted so easily after a month of use could be harmful to my kids, my husband and me. They tried to say that "our use of foil", which they completely made up, voids the warranty. After much debate and going back and forth with them many times, they said they would replace it with a new one. I said I don't want another of the same oven. I would never want an oven w/o a clock in the first place. Plus, it would probably have the some control panel issues as the first one. Then, they said we could get a refund from ****** after an "RA" form is completed by ******. ****** has told us many times that **** must submit RA/refund documentation to ******, not the other way around. I have called **** multiple times to request that an RA document be sent to ****** so we can get our money back and they never call me back. It is May, we have had issues with our expensive new oven since October and they have the most horrible customer service I have ever encountered. We spent a ton of hard earned $ on their oven, that has been working improperly since Day 1 and they tried to find or make up any excuse they could to get out of refunding it. All I ask is that we can return it and get the $ back that we spent a couple of years saving to pay for it.

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 this stove a couple years ago. Last year, the oven known broke off suddenly and it was obvious once broken that it had been broken prior to being delivered and was glued together Yesterday, suddenly two of the burner k**** were sticking. One loosened up but would only turn on and off, and the k*** for the largest burner would not turn off, so I had to turn the gas off to the stove and now have no stove *********** has so far been unhelpful and has magically lost all my information related to prior claims

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 and installed a **** Range **** in October of 2023. In January of 2025 I reached out to **** informing them that the lighting no longer works. They told me the part was $62.50 without shipping costs and that if I pay it, they will send it out right away. I reminded them I was under warranty and submitted a warranty claim. Thereafter, for almost 4 months now, **** is claiming the part is backordered and that they will let me know when it is in stock to be installed. I believe it is unreasonable to make a customer wait 3+ months for a backordered part. They can take it out of another unit, or reinstall a new unit or offer some other solution, but making a customer wait this long on a backordered part that malfunctioned while under warranty seems like an unfair business practice.

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 range from Thor Kitchens in ****** which was delivered to me in November 2024. It came to me with some features not working. I submitted a claim back in November 2024 and I still do not have a resolution to the problem. I paid an additional fee to the **** repair subcontractor, for milage so someone would come to fix the range. The issue is not resolved. Every time I contact ***** I get the same response, that they are waiting to hear from the company that provides subcontractors to find a technician. I have also been told many times that the matter will be escalated but nothing happens. I am also not able to speak to any mangers or given the name of senior people so I can escalate the issue myself. At this point my belief is that they are waiting for the warranty period to expire. I am only looking for a repair or replacement of the defective product.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We bought a **** Dual Fuel Range from ****** on 3/26/24 for $3,128. Was delivered April 2024. On 2/20/25 oven stopped working. **** was contacted on 2/20/25. A repair was scheduled for 2/25/25 with ******************* by ****, then rescheduled by ***** to 2/24, then cancelled/rescheduled to 2/26. On 2/26 a ***** tech came out and said he would have to reschedule because he could not move oven to see behind it. ***** appt was scheduled for 3/4, I moved oven out the morning of this appt. and all following. At 12:01 PM on 3/4 I received a text that job was complete though no one had shown up to my house for the repair that day. After many phone calls, emails, and texts to **** and ***** I was able to get another appt. for 3/17. At 11:59 AM on 3/17 appt was canceled by ***** and rescheduled to 3/20. On 3/20 a ***** tech came to house and placed order for two oven parts with ****. We received one of the parts in mail on 3/27. I contacted **** about the other part, they said it was on backorder, but they had one and would send me a tracking number. On 4/14 I called **** and they said part is on backorder (again). I asked for a refund or replacement for range. They said my case would be sent to escalation. I do not feel like this is a trustworthy company. It's been 54 days with no solution. Each time an appt is scheduled from 8AM-5PM causing us to miss a total of 5 full days from work. 14 phone calls to ****, 5 calls to *****, and 1 to ******. ****** was no help, but I did learn we could request a refund authorization from **** to get our money back, which I have requested. Over 30 text messages with ***** and 20 emails to **** and 20 emails with *****. I have never received a phone call back from ****, even after making a request. **** has poor customer service, poor communication, poor repair capability and lack of concern for the customer. I am requesting a full refund for my original purchase price.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 entire THOR kitchen appliance package for my new home, upon installation of the microwave we discovered it did not work. I contacted **** and they sent someone out to look at it, this was in February, they are saying that the part it needs is on backorder and they have no estimated time this will be repaired, I need this product or I wouldn't have purchased it.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 kitchen package of appliances form this customer and started to have some issues with the appliances.I went online as they said I had to fill out a workorder to get the appliances fixed as they are under warranty. this was at the end of January.I have issue with the Freezer light burning out, the oven does not work and the dishwasher leaks through the door.I have had to take 8 days off for service men to come out and we still do not have 1 appliance fixed at this point.I sat at home yesterday waiting for another service man and received an email from ***** asking how i liked my service for today and wanted a rating stating the oven was fixed.I have emailed **** multiple time that this is not acceptable and all they do is say sorry for your inconvenience. I have an email thread of all of the appointments and have had 3 no shows as of yesterday.I have asked for a supervisor to call me with no response.I spent just about 10 grand on the appliances.9 hours a day waiting at $35 an hour is a lot of money I have lost waiting on repairmen. I could purchase a new appliance with the lost income, and they don't care, and I still do not have 1 appliance fixed. I have been emailing a ****** ********, ***************************** daily trying to get a resolution and it goes nowhere besides sorry for your **************** I just hire a company to come out and fix the appliances and send them the invoice? I don't know what to do at this point.Thank you,

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2 matching Thor Kitchen appliances on Dec 28, 2023. They were delivered on Jan 10, 2024. The refrigerator unit was delivered with doors out of alignment that would not open and close properly. After several service calls and attempts to get this resolved over 3 months, the replacement unit was finally replaced. This required getting the service supervisor, *******, involved.Then at the end of January the freezer unit stopped working. I filed a warranty claim online. After several days of no response, I called on Feb 6, 2025 at which time it was assigned to an agent. Since that time, there have been at least 6 service calls to diagnose and replace various parts. None of these have resolved the issue. On the latest service call on March 13th, 2025, it was determined the control board needed to be replaced, and the service tech was told the Sears technician the part was in stock and would be shipped. After a week of not being notified of any shipment, I contacted both the service team and the **** technician, both of whom confirmed the part has been on back order since December 2024 with no estimated availability. I then asked both of these contacts to have the Supervisor, *******, call me back. Later that day, I received 2 exactly same emails from both the service coordinator and the service supervisor, *******, that the unit would be replaced. I replied to both emails asking to confirm if the unit would be new (not refurbished), if the unit would have the same defective control board, and if the replacement would carry its own 2 year warranty. (I requested and received confirmation that the emails were read) To date, I have not received responses from either. On Friday, March 21st, I called for both personnel and was told the Supervisor was out for lunch and would call back. I was also told the service agent was on another call and would call back after she finished that call. That was noon yesterday. Neither person called back.