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:09/12/2022

  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.

  Please see Closed Complaint IDs 177**988 and 17659231. This is a continuation of those two complaints. On Thursday, September 1st, Thor's authorized repair shop came out with the part Thor had sent. The part did not fix the problem and the repair man after trying numerous times to find what is causing the problem, he said he doesn't know why it's happening or how to fix it. And left it at that. I am still unable to use my kitchen to cook, I have had this stove sitting here since April. Enough is enough. I want my money back and I want Thor to come get their gas range.

  Business Response

  Date: 09/16/2022

  Hello,

  
  

  
  

  We have made communication with the tech, and we are working to resolve the issue. Thor warranty does not process refunds as the units are not purchased with us. We only cover the repairs. Refunds will have to be made with the dealer the unit was purchased from. 

  
  

  Thank you

  Customer Answer

  Date: 09/16/2022

   I am rejecting this response because:
  
  
  That’s funny. Because I just figured out why they don’t answer the phone ??

  
  

  Thor does bad business and the Better Business Bureau must work for them.

  
  

  Home Depot is coming to get this hunk of junk in my kitchen.

  
  

  Thank you all for absolutely nothing.

  
  

  *****

• Initial Complaint

  Date:08/31/2022

  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 Kitchen Wine Cooler that was delivered in November 2020. Four months later, as a result of a failing digital display preventing control of temperature for the 2 zone refrigeration system, I contacted Thor to open a Warranty Claim. In May 2021, Thor agrees to cover parts and labor based on my original bill of sales. The file was managed by Trans Global Service (TGS) to locate a service technician near me. I have nothing but great things to say about customer service TGS has provided. In the midst of COVID, a local service technician came to our residence in July 2021 to inspect the appliance and order parts to fix our unit. He returned in September 2021 with parts sent by Thor but they were not the correct ones so new parts were ordered. In January 2022, I contacted the service technician for an update and was advised my file was closed given, after 3 attempts to order, parts required were no longer available. Thy further stated that they no longer service Thor Kitchen appliances due to challenges obtaining parts. TGS were unaware the file was closed and followed up with Thor who advised me in writing that the job was completed and my appliance was fixed. In March 2022, I made calls with all parties I had interacted with for my claim and they read their notes on file which provide clear evidence that warranty service on our Thor Wine Cooler has not been completed and parts for my wine cooler are no longer available. Thor has failed to resolve my claim and my warranty is valid until November 28, 2022. After unsuccessful attempts to obtain resolution, I advise Thor Kitchen in writing that I am contemplating legal action through small claims court and respectfully requested a written response with their intentions to resolve my claim be provided by May 30, 2022. Thor Kitchen has not replied nor have they communicated with me since March 28, 2022. I am currently preparing documentation for legal action with the Ontario Superior Court of Justice.

  Business Response

  Date: 09/01/2022

  Hello,

  
  

  
  

  We have reached out to TGS back in Feb 2022 and we have been advised that this case has been closed and that the unit was running properly. The customer had been advised of the findings. 2 parts were installed, please see the below from the tech. The unit is now out of warranty we can send parts as a courtesy if the customer is in need of them. 

  
  

  Thank you

  
  

  Business Response

  Date: 09/09/2022

  Hello,

  
  

  Thor will move forward with replacing the unit for the customer ***** ********. Please note that per Thor warranty Policy the warranty does not start over on the new unit, it will continue based off the original unit or 90 days from delivery, whichever comes 1st. IF the customer is ok with this we can get the paperwork started. Please let me know. 

  
  

  
  

  Customer Answer

  Date: 09/10/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1780**42, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:08/30/2022

  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 purchased a Thor electric range in July, 2022 from "The Appliance Plug" in Tampa FL and it was delivered on August 16, 2022. Within an hour of delivery the oven was turned on by the delivery person to burn off factory coating. The oven made a loud fan noise and was not on the convection setting. When the knob was turned to the off position, it fell onto the floor. The range needed to be turned off at the electric panel breaker box. On August 23, 2022 The Appliance Plug sent out a repairman who replaced the oven knob. After 10 minutes of the oven being on, the loud fan sound was heard. I turned the oven knob to the off position, but again, the oven stayed on. I again went to the breaker box to turn it off. I spoke with the store the same day and was told they could not replace the range and that I would need to call Thor.
  I spoke with Deanna at Thor on August 24 and August 25 who advised she would be sending two parts to my residence and because there was no Thor repairman in my area (Really, in the Tampa Florida area??) they would be contacting "OnPoint Appliances" Ft. Lauderdale, FL, to send someone over. When I didn't receive a call, I called OnPoint at ###-###-####. I reached a recording announcing as of January 1, 2022 they no longer repair appliances. I again called Thor three times with no return phone call. I cannot cook with the range in my home, I'm disabled & do not feel the range is safe, and the store does not want to replace it or do anything at this point to repair it. This is a brand new range that was defective out of the box. I would really welcome your assistance. I would like my money back or replacement with another range in good working order. Attached are copies of the defective oven knob. Also attached is a video I made when I turned the breaker back on.
  Video link: https://share.iclou*********tos/093Pu_-8DbxNO*******6GK2A
  
  Thank you

  Business Response

  Date: 08/31/2022

  Hello,

  
  

  I am sorry to hear that the customer is having issues with her appliance. As the customer did not purchase the unit directly from Thor we cannot issue a refund. The Thor warranty dept will only be moving forward with any repairs that the unit may need. We are working on locating a tech to diagnose the unit and make any repairs taht may be needed. If the customer is wanting a refund this will need to be processed by the dealer that it was purchased from.

  
  

  Thank you

  Business Response

  Date: 09/08/2022

  Hello,

  
  

  If a unit can be repaired Thor moves forward with repairs. Yes, we use Onpoint a 3rd party company to locate techs for service calls for us. As far are refunding for a purchase we do not refund customers as they are not purchased directly with Thor, this will need to address with the dealer. I see that tis was mentioned that the unit was a floor model, and that it was faulty within an hour. Please note that per Thor warranty policy Warranty Registration - THOR Kitchen these kinds of items are not covered under warranty. 

  
  

  Thank you

  
  

  
  

  
  

  Customer Answer

  Date: 09/12/2022

   I am rejecting this response because:  

  
  

  I know longer have the defective range that Thor wanted to repair after this complaint was filed.  

  
  

  Due to the multiple issues I was having with Thor the store, "The Appliance Plug", decided to bring me a Thor replacement range.  However, I was not aware the range was a floor model until it was in my home.  Thor now states it's not covered under warranty because of this.  I feel this is very underhanded.

  
  

  So... they manufactured a defective range of which the only way you can turn it off is on the electrical panel.

  They said they would send someone out to repair it who was on the opposite side of the state and no longer in business.

  After I filed this complaint, they were going to send another company to repair except....

  The store since then decided to swap it with another Thor range.  The problem with that is I was provided a range that apparently is not covered under warranty; per Thor's policy.  I was not informed I was given a floor model until I couldn't fine the serial number to register it.  I then called the store who then informed me and also provided the serial number from their invoice.

  
  

  As a customer I feel this is totally wrong. I want the store to refund my money but they will not return my texts or calls.

  
  

  Appears a complaint should also be filed against the store since they provided a range not covered under warranty and will not provide a refund.  

  
  

  Thank you

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

• Initial Complaint

  Date:08/16/2022

  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.

  Purchased a 48 inch Thor Kitchen Gas Range HRG4808U on 3/24/22 from Appliance Connection for at home kitchen remodel. Unit was installed on 6/21/22 and had an immediate issue with leaking gas from inside the control panel area (strong gas order two hours after install). I submitted a claim with Thor on 6/21/22 requesting support in getting the issue resolved. ******** Natural Gas inspected on 6/22/22 and found leakage on all burners and valves. ******** Natural Gas red tagged the item for no use and shut off the gas supply to the unit. Thor responded on 6/22/22 stating they would submit a service call. On 6/24/22 I found a technician that would service Thor appliances since Thor had yet to secure a technician. Technician inspected the range on 6/28/22 and found a strong leak on the griddle valve. After cycling service times the leak was no longer detected. Technician left and again after two hours the house filled with a strong gas odor. Submitted another claim to get the issue resolved through Thor's OnPoint Warranty Solutions. They scheduled a technician from a different repair company. Technician turned on gas but only waited 10 minutes and said he couldn't find anything, again after two hours the house filled with gas odor. After several emails and attempts over the last two months I still have a gas range I can not use and no repair solutions in sight. Also, Thor has not refunded the initial technician visit from 6/28/22, invoices were sent on 6/29/22, 8/11/22 and again on 8/16/22. Since I am a 100% permanent disabled veteran and need the ability to cook at home I'm requesting a refund, as I do not trust a replacement unit/workmanship quality.

  Business Response

  Date: 08/17/2022

  Hello,

  
  

  We have assigned this call to Onpoint who is a 3rd party company we partner with for locating service techs. It appears that they are still looking for a tech. I see that the customer has his own tech come and diagnose the unit. If the tech needs tech support, we do have this he can call ###-###-#### Option # 4. As the unit can be repaired, we will only move forward with the repair. For the refund the customer will need to contact the dealer who it was purchased from for this, as the unit was not purchased from us. 

  
  

  Thank you

• Initial Complaint

  Date:08/12/2022

  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 ordered an under counter wine/beverage cooler last year. Model TWC2402. It started making loud noises every time the fan was running.
  
  Called the number for Thor, pressed option #3 for service, and was told they don’t take service requests by phone (then why offer option #3?). So, we filled out the form, provided a copy of our receipt and a video showing the issue.
  
  Later, we received an email saying that the issue is not normal, but that they only have a 2 year parts and labor warranty, and that they will only order parts. I provided my receipt AGAIN with the purchase date circled - clearly showing my unit is less than one year old. I also submitted page 10 from THEIR owner’s manual, clearly showing that the warranty is parts AND labor the first year.
  
  I just want this noisy unit fixed!

  Business Response

  Date: 08/12/2022

  Hello,

  
  

  Per Thor warranty policy, which is located on out site Warranty Registration - THOR Kitchen The coolers only carry a 2 year parts only warranty. This has been explained to the customer. He has provided us with a screen shot that he took from Lowes & our warranty policy supersedes all warranty policy's. 

  We will honor the parts only once the customer has the unit diagnosed to see what the issue is & if parts are needed; we will send them.