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:03/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  - The THOR gas range (Model #HRG3080U) was purchased through Lowe's on Nov. 24th, 2022 (Order #90*****00). And the product is still within the manufacturer's warranty.
  - The gas range igniter does not work and the issue was first reported on Jan. 19. The repair service has been significantly delayed. After two repair visits in two months, the issue has not been fixed yet.
  - The warranty/service company that THOR has assigned is not able to fix the issue, neither did the technician.
  - THOR, as the manufacturer, refuses to replace the gas range with a new working unit. Considering the fact that the gas range was not able to be fixed by the repair/warranty company, THOR still insists on ordering new components and scheduling another repair.
  - We, as customers, have not been able to use gas to cook for over two months, which caused extreme inconvenience to our life. THOR ignores the feeling of their customers and refuses to replace a new unit.
  - Our life has been severely impacted by this issue physically and mentally! THOR should take this case seriously instead of avoiding the responsibility as a manufacturer.
  - THOR point of contact: ****** ********
  Email: *******@thor.mail.kustomerapp.com
  Phone #: ###-###-####
  - Email exchange records and order receipt from Lowe's are attached.

  Business Response

  Date: 03/21/2023

  Hello,

  
  

  Thor is doing all that we can to move forward with the customer's repair on his nit. I see that order 7****84 was placed for the tech for the repair. Tracking via Fedex 396******500. The tech will be contacting the customer to schedule the return visit for the repair. 

  
  

  Thank you

• Initial Complaint

  Date:03/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Thor stove on 5/10/22 and it is still covered under the initial years warranty. The thermostat knob of our stove broke off and we've been attempting to get it fixed. We submitted a claim on 2/19/23 through the Thor website. They requested some pictures of the knob and we submitted them on 2/20/23. On 2/22 they confirmed they ordered the new thermostat and to reach back out once it is received. We confirmed receipt when it was received on 3/1. On 3/2 they said they've set us up with ***** APPLIANCE ###-###-#### and they would reach out to us. We didn't hear from them so we called and scheduled the appointment.
  
  We scheduled a service appointment with ***** for Thursday 3/9 between 11AM-12 PM. They never called and didn't show up. We called 3 times and kept getting a promise that they would look into it and call us back and they never did.
  
  I received a call on Friday from them indicating they weren't sure what happened, apologized and said the Owner would personally come on Monday and she would call in the morning. We didn't receive a call so I called. She said he would be over around 1. He didn't show up so another call and another promise he'll show up between 1:45 and 2. We rescheduled our kids' appointment because it was clearly going to interfere. He never showed up and no one called.
  
  I called at 3:25 indicating no one showed up again. She said I'll call the owner and call you back. He should have been there. No call back. At 4:05 PM I called no one picked up.
  
  I emailed Thor and they said they reached out to ***** and they will reach out to you. They have not and we really don't want to work with an organization that would treat people like this. Thor says we aren't contracted with anyone else willing to drive an hour so if we can find someone we can pay and submit a receipt. We have been without a stove for a month. This is a failure of Lowe's selling products that can't be serviced and a failure of ***** Appliance.

  Business Response

  Date: 03/20/2023

  Hello,

  
  

  
  

  I am sorry to hear about the inconveniences that have occurred. We will reach out to the tech to get them to stand by the appt. Please note that Thor does not control the techs schedules. However, we will find out that the issue is. 

  
  

  Thank you

  
  

  Business Response

  Date: 03/22/2023

  Hello,

  
  

  I am sorry to hear, but yes we will reimburse the customer. We will need the paid invoice and a copy of the method of payment to process the request. 

  
  

  Thank you

  Customer Answer

  Date: 03/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 196***57, and find that this resolution is satisfactory to me.  I have submitted my invoice and will send the paid receipt to them today.  If we run into further problems I'll let you know.  

  
  

  
  

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Thor Professional 30' Slide in HRE3001 was purchased on March 6th, 2022 from a local Retailer here in florida (****** Appliances). The range was sold as brand new and was financed with West Creek Financial. However, it has not worked as advertised and has required servicing and replacement components on 2 separate occasions within the first year. Despite our requests for a replacement, Thor Kitchen has refused to replace the faulty unit. We are beyond that now and are seeking a full refund..
  Service 1 May 2022
  See attached: Gmail To ***** - THOR Range Replacement.pdf and THOR_RRAppliance_Invoice.pdf
  Service 2 Jan 2023
  The knob settings are OFF, Hi, 8-2 and Lo. No matter what setting is selected the burner operates at the same temperature. “Hi”. It is impossible to reheat of simmer food; A technician came in and changed the controllers on several of the burners. That problem was resolved and now the stove do not heat up. I attempted to cook a pizza and preheated the oven at 500 at 11:00 am. At 11:45. I was still able to place my hand directly on the pizza stone without burning myself. .
  
  As of the last service, the oven is not working. It is frustrating that we must now again create a video of the issue and upload it to the Thor website to initiate a service request. This is a laborious process.
  
  It is my position that the range is defective and does not meet the reasonable expectations of a brand new product. At this point, we are not interested in keeping the faulty range and want nothing more to do with Thor. We are not willing to continue making payments for a faulty product that has not worked as advertised.
  Therefore, we are left with no other option but to file formal a complaint with the California and Florida BBBs. We are seeking nothing less than a full refund. We paid for but did not receive a fully functional range that meets the advertised specifications. We will pursue this matter until we receive a satisfactory resolution.

  Business Response

  Date: 03/14/2023

  Hello,

  
  

  I am sorry to hear about all the issues and the long process that has occurred. After reviewing the case, Thor will offer a replacement unit to the customer with an extended warranty. 

  
  

  Thank you

• Initial Complaint

  Date:03/02/2023

  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 bought a thor 30 in stove. The knob for the oven broke, within a week. We spent over $250.00 to replace the knob with the thermostat. A month later the knob broke off again ( by itself). Two of the other knobs did not work like they had been designed to. After being without an oven for 6 months due to not being able to find the part, we decided to get rid of the stove. After spending over $3000.00 on this unit including parts, I was very disappointed. After looking online I noticed I was not the only person who had the same issues. The company that runs thor never did get back in touch with me for the new parts (that I had already replaced twice). This is why we had to replace it so early. I would like to be reimbursed for some of the money that was spent to fix it as-well-as, compensation for the mental anguish this company has caused me. Not to mention the money that was used to replace the worthless appliance.

  Business Response

  Date: 03/03/2023

  Good morning,

  
  

  Iam not sure who the customer was reaching out to about the issue but after reviewing this case I am not finding any dialogue for the customer reaching out to Thor. I am sorry to hear about the issue the customer has encountered and that they have decided to get rid of the unit. Unfortuanly, if the know was turned the wrong way this can cause the oven thermostat to snap off, it is stated on the knob. Being that the customer has got rid of the unit I do not see how we will be able to reimburse for this. As I mentioned we know nothing about when the unit was purchased, was this under the 2 year warranty? Had this unit been under warranty Thor would have covered parts and labor to get this repaired. 

  
  

  Thank you

  
  

  

  Customer Answer

  Date: 03/03/2023

   I am rejecting this response because:
  They have had a lot of people with the same issues.  I had spent over 500.00  dollars alone in parts to replace the part that kept breaking. The issue was not the thermostat but the shaft to the oven knob kept breaking off. After the second replacement I had a professional come and install the shaft for the third time. The company lies about this issue and fraudulently comes up with the excuse of it being the customers fault. I would not and will not recommend this appliance to anyone. Working the company was frustrating and a waste of time. I got rid of the unit because I was tired of replacing the same parts through such a little time period and they said it had no warranty . The parts are expensive and they did not help me one bit with the issue. Besides charge me over and over for the same part! I can't not believe they would blame this malfunctioning machine on me.
  
  

  Business Response

  Date: 03/07/2023

  Hello,

  
  

  I am sorry to hear you feel this way about our company, we are not fraud. I was willing to see how I can assist you. But being that you no longer have the unit there is not anything I can do to assist. Had you had the unit we defiantly would have helped. 

  Just a FYI. to this The issue was not the thermostat but the shaft to the oven knob kept breaking off. This is called the oven thermostat; the knob sits on the rod, and this is what turns the oven on. 

  
  

  Thank you

  
  

• Initial Complaint

  Date:02/28/2023

  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.

  On 02/01/23 I purchased a Thor 36” tilt panel professional series gas range from Lowe’s for $2,962.31 . It was delivered 02/07/23 I followed the set up procedure and started the oven it initially made a loud grinding sound like a bad fan. I immediately shut it down and waited 2 min and started it again no problems. Then the next time I was gonna use it was in the morning of 02/10/23 the oven started then stopped with E-17 showing . That morning I filled a warranty claim to have it fixed. I followed up on 02/13/23 because I didn’t hear anything 02/14/23 I received a email with a service company in the area to be contacted and they were contacted and came out to my house 02/15/23 that was great. The service company is waiting on the part from Thor . I’ve contacted Thor and constantly getting told I’m sorry to hear but nothing is happening. I was told yesterday 02/27/23 when I called Thor customer service I would get a call 02/28/23 to get it fixed but here we are 1:17pm and no calls. What I know is I just made a payment on this stove that doesn’t work so my credit doesn’t go bad. I have been more than understanding with Thor . I would love them to take this range back and send me a new one at their cost. This is the worst customer service I’ve ever had in my life.

  Business Response

  Date: 03/01/2023

  Hello,

  
  

  We are working to get this service call completed for the customer. Mr ********* has placed an order for the parts needed on 2/22 order #7041014.based off the tracking via Fedex 394*******62 the part was just delivered to them on 2/28. They should be reaching out to the customer to schedule a return appt to complete the repair. 

  
  

  Thank you

  
  

  Customer Answer

  Date: 03/02/2023

   I am rejecting this response :
  

  
  

  The problem was fixed today 3/2/23 thank you BBB and Thor. I believe Thor should compensate me because this has taken 20 days from when I reported a problem with a brand new range. The inconvenience and aggravation and time I spent on the phone and emails is worth money for my time, also having to make a payment on a product that didn’t work was more frustrating than you know. If Thor would put customers first I wouldn’t be typing this now. I’ve been more than understanding with them .

  Business Response

  Date: 03/03/2023

  Hello,

  
  

  I understand the frustration, we moved as quickly as possible to get this resolved for the customer. The tech went out diagnosed the unit, had to order parts, they where shipped from California to the tech, the tach had to go back out to install. This was all done in a timely manner. Thor does not offer compensation for the time it takes to repair a unit. Thor is happy to hear all has been resolved. 

  
  

  
  

  Thank you

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 recently purchased a house that had a gas Thor Kitchen Stove HRD****. The stove added to the aesthetic of the house. I was living within the house for maybe three months while using the stove everyday when the oven stopped working. I called Thor Kitchen to see if they the stove was under warranty. Unfortunately they do not honor the resale of the stove, and I had to pay for the fix myself.
  
  Thor offered to put in me contact with repair shops that know how to fix them, but the closest one to me was 2.5 hours away and refused to come to my house. I then took it upon myself to try to fix the oven itself. I bought new heating elements, and solid state relays to possibly fix the issue with the oven from heating up. Alas I was unable to get the stove working, and decided to try to get a refund for the parts.
  
  This is where I have been having the most trouble with this company. I started all my RMA's for January 19th 2023, and I sent all the parts back by February 1st 2023. Once they got the parts I heard radio silence from this company. Until I made my first call on February 8th 2023, which I was told they had my parts, and they needed my credit card number again to process the return. I gave them my information, and waited for the money to come. I then heard nothing from them, and I called again on February 17th, inquiring about my return and what was the hold up. Then I was informed they never got my return in their warehouse, and I should check with who I sent the package with. Which I then informed them that I was already told they had my package, and what my first conversation was like with them.
  
  After some back and fourth I was told they will get back to me with an update. I have called every single day since February 20th and keep getting told the same thing. "We are seeing the forms haven't been scanned, don't worry I will go down to the warehouse and do it myself. Then I will call back with an update." I never get an update. Please give me my money back.

  Business Response

  Date: 02/24/2023

  
  

  Hello,

  
  

  I do apologize for the inconveniences that have occurred. After reviewing this case Thor will be issuing the customer his refund.  Sorry about the delays in this process, there are policies that we do need to follow. We do need to make sure the items come back to us. As far as the warranty not transferring over, that is correct this is Thor's warranty policy, it is listed on our website. 

  
  

  
  

  Warranty Registration - THOR Kitchen

  
  

  

• Initial Complaint

  Date:02/17/2023

  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 a Thor electric oven / stove from build.com in May of 22. January 19th of 23 the oven stopped working. One of the burners wasn't working properly. Some of the burner lights stayed on some would not come on. Called for service the brain was replaced and the item is still not fixed. Now apparently there's wiring issues. The current date is February 17th. This is not a can opener this is my oven/stove. I would like my money back or it replaced please. Thanks for your help.

  Business Response

  Date: 02/17/2023

  Hello,

  
  

  The customer has called in to us 2 times today. The tech has just left her home and she called us that she wants a replacement. She was informed that we do need to know the techs finding and review them before making a discission on the next steps. And that we will notify her after we review the report. Please note that under Thor's warranty policy if a unit is repairable, we will move forward with the repair. Once her have the tech report, we will update the customer. Please note the report may not get to us until Monday as this just happened today. The tech will need time to return to his office. And their office will have to get it over to us. We have already made them aware that we are in need of it once it is available. 

  
  

  Thank you

  Customer Answer

  Date: 02/28/2023

  I would basically like my money back at this point. I've been without since January 19th. For buying a stove less than 8 months ago that's pretty lousy. I get a lot of apologies but no action that fixes the problem. And they tell me it's been expedited isn't that a joke.
  
  

  **** L. *****

  
  
  
  
  

  Business Response

  Date: 03/01/2023

  Hello,

  
  

  We have offered the customer a replacement unit on 2/28 and the customer agreed to a replacement. we are in the process of this transaction. 

  
  

  Thank you

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 Thor glass stove top range/oven in 2022! I have had to have this product serviced twice already and the second time (oven needs new thermostat, currently not working) they sent my repair to be scheduled by a third party and the third party never contacted us! We’ve spent 2 going on 3 months with no oven repair!

  Business Response

  Date: 02/08/2023

  Hello,

  
  

  I am sorry to hear that the customer is having issues with the range. We are working on his technician going out to repair the unit. Thor does not have control over the techs schedule & availability. Onpoint will be contacting the customer to schedule an appt. 

  
  

  Thank you 

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 30" Thor Gas Oven in March of 2021, model number HRG3080ULP. In November 2022, during the warranty period, the oven stopped working. Since then it has been almost 90 days and 4 technician visits without resolution.
  
  
  First, the technician replaced the igniter. Within 2 uses, the oven stopped working again. When the technician went to replace it again, he found that the igniter wasn't receiving current and something had blown in the electrical system.
  
  
  Thor shipped the wrong electronic control unit (ECU) (the packing slip was correct, but the part was wrong), so it took 2 visits to replace the thermostat and ECU. However, the thermostat was also determined to be bad and it turns out the wiring harness is bad, too. Thor shipped the wrong wiring harness although, again, the packing slip listed the correct part.
  
  
  It's been ~90 days since starting this process with no timeline for resolution. The service costs and parts are already more than the original price of the unit. Thor has been completely incompetent in resolving this issue and their track record with other complaints show that they have no regard for build quality or service.

  Business Response

  Date: 02/07/2023

  Good morning,

  
  

  Thor has offered to replace the customers unit. Customer has accepted to move forward with a replacement unit. 

  
  

  Thank you

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  When we moved into our new custom home, in May of 2022we made the decision about 6 months prior to move in to have Thor appliances, invlud8ng a ELECTRIC double oven with gas top. We were informed, about 2 weeks prior to move in, that combo range/oven wasn't available, on back order. At that point we had no choice but to choose the all gas option, as our current house was sold. We have had NOTHING but problems ever since.
  First, the ovens Temps were about 100 degrees off.. After numerous times of the tech coming out and adjusting the onobs, he got it as close as he could, still about 25 off.
  Second, when we cooked in the larger oven, say for ThanksGiv8ng, the oven didn't seem to be cooking at correct times. In calling Thor we were told to cook with the convection option turned on.. Thats not the way we wanted to cook but if it works, it works. Is ***** to have worked.
  Third and currently, when we cooked in the small oven, at Temps above 325-350, it sounds like a blow torch.
  The fix was approved by Thor after NUMEROUS weeks and Wilcon Appliance in Conroe Texas was given the job, where we purchased the oven.
  After about a month they still hadn't came to fix or look at the oven. Upon calling them, I was basically told that they were doing me a HIGE favor by coming to diagnosing/fixing the oven. After about 2 weeks later, approx., 1.5 months they finall6 came out and "fixed" it with new parts, etc. It is STILL making thr blow torch noise as of last night.
  This time when my Wife emailed about it, as a phone call is next to i.possible either by them or by my Wife, she was asked if they put the LP conversion on because we have propane.. How the hell am I supposed to know, if I knew, chances are I could fix it in the first place.
  At this point I wouldnt recommend Thor to mh worst enemy.. If we know this type of oven was such a chunk, we would have stuck it out somehow and waited for the combo range/oven.
  How much more do we need to go through before we can exchange it?

  Business Response

  Date: 02/03/2023

  Hello,

  
  

  I am sorry to hear that you are having issues. I have reviewed this case and from what I have gathered is that the unit needed to be converted to LP. Please note that issues related to the conversion after the unit has been altered are not manufacture defects. As this unit was sold a NG, not LP.  These issues of the "blow torch sound "sounds like the conversion was not done correctly. The customer would need to have the company come out to make sure that all orifices and the regular are all installed for the LP gas. If there was any other issues with the unit that were not LP related Thor then would be the one to take care of the repairs as they are not affiliated with the conversion. Please let me know if any further assistance is needed.