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:01/30/2023

  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.

  We came home to a hot house with
  smoke in the air, the oven was on full blast but the oven setting is off. It
  turned itself off while we were airing the house out, but has automatically
  turned itself on and off since! We have a small child and this clearly presents
  a very dangerous hazard.
  I understand that the oven is outside of the 2-year manufacturer warranty. However, I believe it is reasonable to expect an “implied warranty” to guarantee that this product will at least perform basic duty under reason and not perform such a great safety hazard at this point in time considering the products price point and relative age.

  Business Response

  Date: 01/31/2023

  Hello,

  
  

  We are sorry to hear about this issue that the customer has encountered. Even though the customer is out of warranty, Thor will make an acceptation & move forward with serving the unit this one time. We will reach out to the customer also on our end. 

  
  

  Thank you

• Initial Complaint

  Date:01/28/2023

  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.

  I posted a 1-star review accompanied by specific information about the poor customer service and cheaply made product (an almost $3000 stove that literally broke in my hand) and photos of the poorly manufactured stove to Thor Kitchen's website.
  
  Thor Kitchen removed my review (aka "moderated") even though I am a verified buyer, my product is registered, I have the original receipt, and my review did not include any obscene language or other objectionable material. They sent me an email informing me of this fact.
  
  This is a dishonest business practice. They are only keeping 4 & 5 star reviews which is misleading the public. Had I been able to read the 1 & 2 star reviews I would not have bought this stove, however I was only able to read the forward facing excellent reviews and so I was duped by this company. They cannot be allowed to hide negative reviews and therefore trick people into buying their product.

  Business Response

  Date: 01/30/2023

  Hello,

  
  

  This customer is going to be receiving service for her repair of her thermostat that has broken. Here are some of the works from the customers submission for service. She admitted to breaking the thermostat. As that was not a manufacture defect, we are moving forward with sending the part and repair the unit for her. 

  She is also asking us to send extra parts, we are not sending extra parts as we only send parts per job request as needed. As mentioned, the customer will be sent parts and service will be sent for the repair. Her Thor ref# for this call is TG2023*******06. 

  
  

   I understand that the oven knob needs to be fully pushed in

  before turning. I DID push it in (as hard as I could) and the knob still broke

  off with very minimal turn pressure into my hand.And you clearly know this is an issue because there is a big

  warning sticker on the knob which I read, understand, and respect. But despite

  my honest and true attempt to honor the warning on the sticker I STILL managed

  to break off the knob. can you please send me a second "thermostat" knob as well (today.) 

  
  

  Thank you

  Customer Answer

  Date: 01/31/2023

   I am rejecting this response because:
  

  
  

  They are not addressing any part of my complaint.

  
  

  1)  My primary complaint is that they refuse to publish my negative review on their website even though every part of it is factually accurate

  2)  My secondary complaint is that I want a refund of this poorly manufactured product

  
  

  They are attempting to deflect my complaint with only a small portion of the facts.  Yes I "admitted" from the get-go that the oven knob easily broke off in my hand after my attempt to push it in correctly.  I have never said otherwise.  My request for a second knob was because this is so cheaply and poorly made I want to have a back-up part on hand for when this happens again.

  
  

  So far, there is NO ONE yet scheduled to repair the oven knob, and I cannot have weeks and months at a time go by without an oven on a regular basis.  That was why I requested the second knob.  However, I would far rather prefer a refund of this poorly manufactured range altogether and they can take it back.

  
  

  As a final note, my negative review was not isolated to the incidence with this knob.  There are many things wrong with this stove including slow heat-up of the stove burners, slow ability to boil water, and poor customer service especially when it first arrived and would not work at all.   ****** who has been emailing me has been very nice, but there is still NO repair person scheduled despite Thor Kitchen's response.  AND EVEN IF THERE WERE, THAT WAS NOT MY COMPLAINT.  MY COMPLAINT WAS THEIR REMOVAL OF MY VALID 1-STAR REVIEW FROM THEIR WEBSITE ALONG WITH A REQUEST TO RETURN THE RANGE FOR A FULL REFUND.
  

  
  

  
  

  
  
  

  Business Response

  Date: 02/01/2023

  Hello,

  
  

  I am sorry I am not sure who controls the website, we have know control over that matter. As for a refund Thor does not refund as the product is not sold directly to the customer from Thor. This will have to be addressed with the dealer where the unit was purchased. As far as the service we are working. On that, the customer has been assigned to Onpoint a 3rd party company we use for customers service repairs. Customer has been informed of this on 1/27.  And the part that is needed for the repair has yet to arrive to the customer, the delivery ETA is 2/2. Onpoint will be contacting her to schedule an appt. once the tech is available. Also, we have no control over the technicians' schedules and availability. The service is coming, I understand the frustration. Please know that Thor is working on this case.  

  
  

  Thank you

• Initial Complaint

  Date:01/17/2023

  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.

  Please help to resolve a service call with Thor Service for a wine cooler purchased from Lowe’s for $958.56 on Oct 29, 2022, and delivered Nov 9, 2022. Attachments included.
  
  The unit is noisy and cycles on and off every 2-3 minutes as reported to Thor Service on Nov 22, 2022. The claim number is TG20*******M011. The service representative was going to find a service technician to look at the unit, take pictures, and send them to Thor Service for repairs or give me a new unit if repairs were too expensive. A technician from Howell's Appliances Services looked at the unit on Nov 29, 2022, took pictures, and said the pictures would be sent to Thor Service.
  
  There has been no contact with Howell's Appliances Services as of this date Jan 16, 2023. Thor Service is looking for another service provider but has not located anyone. I was asked to look for a service provider and would be compensated for repairs. I do not feel it is my responsibility to find a provider.
  
  At this point since the original service provider is unresponsive and no alternate service provider can be found I want in order of preference to return the unit to Lowe’s or receive a new unit. Lowe’s return policy for appliances is 48 hours.

  Business Response

  Date: 01/17/2023

  Hello,

  
  

  After reviewing this complaint, I have found that. The original service tech did become unresponsive, and we did assign the service call to another company. Onpoint they are a 3rd party company we use to service our customers; this request was sent to them on 1/9/2023. We are currently pending their response on who will be contacting the customer to schedule an appointment. Yes we do ask the customers if they do not want to wait on our techs if they get the unit serviced, we will reimburse them for the fees. Some customers have no problem doing this as they do not want to wait. Please note that we are moving forward with getting the customer serviced. 

  
  

  Thank you.

  
  

• Initial Complaint

  Date:01/14/2023

  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 purchase the Thor 36 inch glass top electric stove (HRE*******301) back in December of 2021. Because it a glass top I did some research on cooking mats which I then Purchased a Lomi cooking *** to help protect the stove glass top (****************) from there website. (The LoMi Cooktop *** is the only *** for electrical, ceramic and induction flat cooktops. Heat resistant from 1050°F to 2000°F) While cooking on the stove the edge of the *** came in contact with the element.( I just found out that apparently the edge is rated to about 300 degrees, as far as I believe I never received and information on this fact but they said it came in the package. On the Lomi website it doesn’t say anything about it) Didn’t see the burned edge of the *** or the damage until I started cleaning up. I pulled the *** away from the stove and as the *** came up so did some of the glass from the stovetop damaging the glass top. This should not of happened as the glass top are designed for spills and other things. I don’t believe this would fall under cosmetic as they say it did as it should fall under the manufacturer defect . I contacted them several time and my claim was denied.

  Business Response

  Date: 01/16/2023

  Hello,

  
  

  This customer complaint is not a manufacture defect. The customer put a cover on his unit and that is what caused the damage to the unit. This cover is not a Thor product and Thor did not recommend for the unit to be covered. Thor warranty covers manufacture defects, our warranty policy can be found on our website  Warranty Registration - THOR Kitchen

  
  

  Thank you

  
  

  Customer Answer

  Date: 01/20/2023

   I am rejecting this response because:
  Thors response was that I put a cover on the unit which caused the damage, I did . According to Thor Kitchen HRE Professional electric range ****** that was provided it does not state not to use a cooking mat.Thor Kitchen as far as I know does not offer any type of cooking *** for protecting the electric stove top. Prior to purchasing the LOMI cooking mat, I reviewed the product manual provided with the stove and there website and didn’t see anything about not using the cooking mat. What I did find was was on page 4 under important safety instructions was(Do not Use Decorative surface element cover).On page12 under cooktop cooking (CAUTION do not store item that can melt or catch fire) and also page 14 protecting the ceramic cooktop preventing other damages(do not let plastic, sugar or food with high sugar content melt onto the cooktop. Continue to page 21 (Thor group will pay for all repairs and cost of replacement pert found to be defective cut to Material and workmanship. This part is where I thought Thor Kitchen would fix the stove due defective material as this should not of happened to the glass top. Also on page 22 under warranty and product registration it does state thor group is not responsible for incidental or consequential damages. To the best of my knowledge I did everything to protect the stove top and I believe the damages would fall under defective materials. 

  
  

  Business Response

  Date: 01/23/2023

  Hello,

  
  

  The *** that was used was not a Thor product. Perhaps the *** itself had a defect that caused it to do such damage to the cook top. As mentioned prior this is not a manufacture defect of a Thor product caused by manufacturing defects. 

  
  

  Thank you 

• Initial Complaint

  Date:01/12/2023

  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.

  We purchased a new Thor Stove/Oven. After installation we discovered some problems and contacted the business for warranty service. They dispatched a serviceman who said one of the problems needed to have a part ordered. We waited, were contacted once by the serviceman, who cancelled the appointment. Then we received a package with a replacement part but were informed by Thor Kitchen that they were having a problem finding someone to complete the warranty repair. We just received notice that they could not find anyone to do the warranty repair and would replace the stove/oven, BUT would only deliver the new unit to the street. We would have to pay for the movers to bring the stove into the house and pay for a serviceman an installation fee. These are costs that we already paid for when the initial stove/oven was installed. This is not an acceptable fulfillment of the warranty.

  Business Response

  Date: 01/16/2023

  Hello,

  
  

  This information is on our website about the warranty policy that we do not cover installation or installing of any units. I have reached out to the shipping dept and we have found a company to assist us with this situation. We will be moving forward with White Glove services. 

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because:

  1. According to the published warranty on p.46 of Thor Kitchen LRG Professional Gas Range guide, "This warranty applies to products purchased and located in the United States. Products purchased or located outside this area are excluded." This unit was professionally installed at my home, located in ***********, FL, *****.

  2. "Warranties and Duration", "Full warranty for Parts and Labor: 2 years"

  3. "Thor Group will pay for: All repair labor and cost of replacement parts found to be defective due to material and workmanship. Service must be provided by a Thor Group Authorized Service Agency during normal working hours.

  This unit would be fully accessible during normal working hours for any warranty repairs.

  4. On p. 47: "This range is designed to be repaired in the home and only in-home service is covered by this warranty.

  5. Re: "Thor Group will not pay for:" "Expenses for travel and transportation for product service if your range is located on a remote area where service by an authorized Thor Group service provider is not available." This unit is installed in ***********, FL, the state capital of Florida. This is not a "remote area" but a metropolitan center of state government, three universities, and other businesses.

  6. An authorized service representative was already sent and determined the need for a replacement part. I do not see what this authorized service cannot now be sent to replace the part that was mailed to us.
  

  We do not wish in incur new costs for delivery, the employment of movers to bring a stove into the house and further costs for professional installation.

  There is no reason, since an authorized service representative was already sent that Thor Kitchen cannot complete the warranty repair of this unit in our accessible kitchen, in a metropolitan area, in the United States of America. In all these respects, it meets the requirements for warrant repair without additional cost to us. It is Thor Kitchen's responsibility to send the authorized service representative.
  

  
  
  
  

• Initial Complaint

  Date:01/06/2023

  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.

  Order number is #26107
  Purchased around end of October
  Received end of November through premium home source.
  All the appliances Installed by our contractor on December 16th , but dishwasher they sent defective dishwasher .i tried to call Thor kitchen many times they never picked up my phone call , so I called premium home source instead 21st of December.
  And sent them an email about it. Here is the email i sent-
  “Hi, I have talked to one of the representative named Alex today.from Premiumhomeresource about the issue i have with Thor dishwasher I purchased from Premium home resource.
  Order number is 26107 (Thor kitchen set)The dishwasher is making really loud noise even when it’s off, and when i run the cycle, it stops after one hour and shows E1 sign(faucet not opened or water intake is restricted or water pressure is too low). So I called my contractor who is also plumber to come an check. He took out the dishwasher and checked every possible problem that might cause these issues but EVERYTHING is fine no issues with water restrictions.
  Because that dishwasher is making such a loud noise while even when is off we have to turn off whole kitchen electric line off. We can’t even use our kitchen right now.” I also attached video of dishwasher.They keep told me to wait for service company to confirm they don’t know when they will come to fix. Then my stove had issue, small crack on induction glass top and no oven light signal.Contacted thor about it. Then I was getting suspicious with Thor appliances, I tested refrigerator water and came out to 118ppm.My 3years old baby and my entire family been drinking that water since it was installed. We trusted company. Since they advertise as highend kitchen appliance company. reached out to them by sending them email but no response so I call them but the representative put me on hold for 30min and told me she will send information about thor refrigerator filter, how much it should filter out. But never heard from them again.

  Business Response

  Date: 01/06/2023

  Hello,

  
  

  We have sent the customer an email so that we can move forward to assist the customer to get service under warranty. 

  
  

  Thank you

• Initial Complaint

  Date:12/23/2022

  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 purchased a Thor electric oven in June. I used it three times and it broke. The oven does not work. After a month and two different repair companies a guy came out and fixed it. I used it for thanksgiving and tried to use it again after and same thing happened . No heat from oven. Called Thor and said I want a new oven the oven is bad. I was told no wait for repair guy to come again. Was set for dev 27 and was just called and told they need to schedule for January 4. This is same problem I had first time. 2400.00 oven used 4 times. Please help. Thor not willing to replace and obviously there is something wrong with oven

  Business Response

  Date: 12/27/2022

  Good morning,

  
  

  Thor is sorry to hear that the customer is having such issues with the range. We do have a tech assigned to come out to the customer to diagnose and repair the unit. We so not control the schedule of the techs, the appt is scheduled between them and the customer as we do not know either if their schedules.  Unfortunately, we do not offer refunds as the units are not sold directly to customers. Yes we are the manufacture we will only move forward with the repairs, if a unit is repairable, we will repair. The customer was advised this information on Friday. We will not be canceling the appt that they have for Han 4th. 

  
  

  Thank you

  Customer Answer

  Date: 12/27/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 186***60, and find that this resolution is satisfactory to me.

  At this time I am willing to try and resolve this issue. The tech is scheduled to come on January 4. If it malfunctions again I would request Thor to reach out and replace the unit. 

  The stove was almost 2500.0@ used four times in 6 months. Have waited for almost a month for repair this time and last repair I waited 3 weeks. After last repair I used the oven once and it malfunctioned again. 

  If you read reviews you will see this is an ongoing problem. I am neither satisfied or dissatisfied. I am merely waiting to see if this repair can resolve the issue. If not I would expect Thor to look into this problem further and get to the bottom of the issue. Thank you

• Initial Complaint

  Date:12/13/2022

  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 purchased a Thor Range in August 2020. The range came with a two year all inclusive warranty. I began having issues with the range in less than 12 months and notified Thor service of the issue that neither of the ovens in the range operated properly. The large oven temperature was significantly off or fluctuated and the small oven did not work. I contacted Thor on 1/3/2022 of the issues and was assured a quick response. After 2 months of contacting Thor, they attempted to send a person to service the unit. He did not show. I contacted Thor again and they sent someone who needed to order parts. He returned a month later with incorrect parts and couldn't fix the unit. He left and said he would reorder parts. He returned another month later with a part from another manufacturer and "jury rigged" a fix, but would need to contact thor for further assistance. After 2 months of not hearing from him or THor I contacted Thor again and they said they would send someone new. I did not here anything and continued to chase them until September, when they scheduled a new service company. The new service company came, verified the issues and said they would contact Thor for the correct parts. Two weeks later, in late October, the service provider contacted me and said the parts were not available. I again contacted Thor and asked for either a replacement unit or the unit be immediately fixed. The service representative said she would escalate. It is now the middle of December, one full year from when the problems began and a few weeks short of 1 year of notifying Thor and there is no resolution. I have a $7,000 range that is only partially operational and a company that is not standing behind its warranty. This has become a major inconvenience, missing every holiday and occasion for a year and not what a warranty should represent.

  Business Response

  Date: 12/15/2022

  Hello,

  
  

  This customer has been offered a replacement unit as of  12/15. It is in process now. 

  
  

  Thank you

• Initial Complaint

  Date:12/09/2022

  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 purchased a stove, over $5k with extended warranty and the stove part has not worked since day one. You turn the stove on to 100 and it goes to 500, which is a fire hazard and a waste of food!
  They sent a technician out and he said he ordered a part, Thor customer service said that no party was ordered. I called the technician back and he said he ordered it with dispatch. It’s ridiculous! Haven’t been able to cook for the holidays at home and more Christmas is in a couple of weeks. They need to replace the defective appliance.

  Business Response

  Date: 12/14/2022

  Hello,

  
  

  After reviewing the customers claim for service, Thor has decided to offer the customer a replacement unit. Thor will reach out to the customer today and offer this to her. 

  
  

  
  

  Thank you

  Customer Answer

  Date: 12/15/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18***040, and find that this resolution is satisfactory to me. However, I have not received a call from the organization as of today. 

• Initial Complaint

  Date:10/21/2022

  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.

  Bought 36 inch duel fuel range on January 21, 2022. Delivered February 4, 2022.
  Oven stopped working 2 1/2 weeks ago. Contacted Thor and their warranty service company OnPoint numerous times and have been told that a service technician will contact us.
  So far just repeated emails saying we were on a service call list.

  Business Response

  Date: 10/24/2022

  Hello,

  
  

  Yes, we have received the customers submission for service on 10/3. This claim for service was assigned to Onpont that is a 3rd party company that we use to locate techs for the repairs. This process may take a bit longer if the customer is located in a remote area. After reviewing the customers location, she is in a remote area. We have reached out to Onpoint for a update as to where they are, and they are still working on locating a tech in the area. As per Thor warranty policy Thor will not cover travel fees if the customer is located mote. Once we have a tech, we will update the customer. 

  
  

  
  

  
  

  
  

  
  

  

  
  

  Customer Answer

  Date: 10/26/2022

   I am rejecting this response because:
  
  
  What's  the definition of remote? Between 5 miles from 2 smaller cities, 35 minutes from Port Huron and 1 hour from Detroit. 

   Seems to me their response is nothing more than a self-serving excuse for poor service. I was told that if I found a technician they would reimburse us. There
  

  was no mention of paying for travel time for living in a "remote " area.

   From what I understand about our consumer protection ,  waiting  this long for scheduled repairs is cause for complaint.

   We're not scheduled yet! I want them to come pick up the stove. (I had hip revision surgery on the 4th and have had to deal with this problem and their repeated excuses about where we live.)

   They are the most unresponsive company I have ever dealt with.

   I Do Not Want This Stove.  I don't trust their company, their product, and especiallynot their warranty...  I would like them to remove their stove, and issue a refund. 

  
  

  Thank you,  ***** **********  8*********
  

  
  

  
  

  Business Response

  Date: 11/04/2022

  Hello,

  
  

  a service tech has been assigned to the customers service call as of 10/25. Thir will not be processing a refund as the unit was not purchased from us. However, we will move forward with repairing the unit. The tech should have contacted the customer to schedule an appt. Now if the tech is booked out please note that Thor has no control over the servicers schedule. We are working on getting the unit diagnosed and repaired for the customer. 

  
  

  Thank you