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:03/13/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My **** oven has broken twice in the first year. I have currently been waiting 12 weeks for a part to repair it. This is an unacceptable way to treat your customers for a product that is supposed to be high-end.

  Business Response

  Date: 03/14/2025

  Hello,

   

  I have revied the customers case and on behalf of ************** for the inconvenience. we will offer the customer a replacement unit. 

   

  Thank you

  Customer Answer

  Date: 04/23/2025

  I would like to reopen my complaint against ***** who has not repaired my oven that is under warranty.  I have currently been without an oven to feed my family for 5 months.  I was finally offered a replacement a month ago, but it is backordered indefinitely.  On **********'s website it is even listed as a discontinued model. I feel like I am just being strung along further. I would accept another gas model, or a refund of what I paid for the item, but they have told me that is not possible.

• Initial Complaint

  Date:03/12/2025

  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.

  Purchased from SaveMore Appliance 2/9/24 Originally contacted ******* regarding appliance issues and wer told to contact ********************** When we started having issues with ********************** Save More told us that too much time had elapsed since the purchase and they were unable to refund or help in any way. Thor Kitchen is telling us that they are unable to refund us as it was purchased through *******. In October of 2024 our issues began. We went back and forth sending pictures and videos of the issues to ********************** On 10/18/24 they agreed to send out a ***air technician to evaluate the issue. It took almost 2 months to get someone due to **** not sending work order to vendor(Caesars appliance). There were multiple instances of waiting for weeks for a response from ********************** We finally contacted someone outside of **** to evaluate the issue/***air. Per ************* service they agreed to reimburse the cost of the service call on 12/2/24. Due to a series of issues such as needing different copies of the receipt, to a change in their policy, the individual that signs the checks was out of the office and checks will be signed and sent on his return. To date we still have not received reimbursement as promised. We were promised a call from a **************** *** regarding issues however this did not occur due to a variety of different excuses. On 2/10/25 **** agreed to ***lace the unit. This has also been met with delays. On 2/18 we were told the ***lacement was being processed, 2/25 we were told that it should be en route by the end of the week. On 3/6 we received an email that the unit is out of stock with no *** on the ***lacement unit. At this time we again requested a reimbursement and were denied. To Date: We have not been reimbursed as promised for out-of-pocket cost for ***air technician. **** and SavMore have refused to reimbursement for unit. Unknown time frame to ***lace unit.

  Business Response

  Date: 03/13/2025

  Hello, 

   

  I have reviewed the case and found that the reimbursement for service was an oversight on our end, we have submitted it for payment to be processed and mailed out to the customer. We apologize for the delay in getting this processed. As for the replacement unit it is on back order, **** does not offer refunds as the customer did not buy directly from us as we do not sell directly to the customer. It would be up to the dealer and their policy if they want to move forward with the refund. **** will ship out the appliance as soon as they arrive. 

   

  Thank you

• Initial Complaint

  Date:03/12/2025

  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 6 Burner 6-cu ft Convection Oven Natural Gas Range on February 20, 2023. Serial number *************, Model number *******. It was purchased through ****** in *******. It was installed in my kitchen in April 2023. I paid $3,134.05 for the range. It first broke in June 2023 and I contacted ****** who told me I had to go through **** for repairs. It has since broken 8 times, and each time it was repaired and broke again a short time later. I have had multiple parts replaced more than once, including the mother board, a door switch, a cooling fan, and others. **** sent a repair person this past Monday March 10th, 2025. He replaced a part, and when I went to use my oven that evening, I get the error again. This oven is unreliable, and **** will not grant me a refund or a replacement and just keep sending repair people out. Meanwhile I do not have a working oven and am truly frustrated with this company, and all they say is they're 'sorry for my inconvenience'. I need some action from this company, either a full refund, or a replacement of a brand new range and a brand new warranty, since mine is now about to expire at the end of March.

  Business Response

  Date: 03/13/2025

  Hello,

   

  I have reviewed the case, and I see that this customer was offered a replacement unit today. We are just pending for the customer to respond in agreement to move forward. 

   

  Thank you

  Customer Answer

  Date: 03/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:02/24/2025

  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 range was installed in November 2023. Two year warranty. The griddle on the range was not heating properly. We requested a service call in November 2024. Finally got someone to come out on January 30th 2025. We were told the thermostat wasn't working, and the part would be ordered from Thor Kitchens. It is now February 24th. There has been no response from numerous e-mails to the customer service person who was handling this.

  Business Response

  Date: 02/26/2025

  Hello,

   

  I have reached out to the servicer on the repair, they are in need of a part. We are working with them to get that order placed so they can return to the home to get the unit repaired. 

   

  Thank you

• Initial Complaint

  Date:02/02/2025

  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.

  We bought our ************** stove from Canadian Appliance Source in ******, B.C. on Jan. 10, 2020. We were told by the store salesman that it was German made and the quality was exceptional. Shortly after it was delivered on March 3, 2020, we began experiencing problems with the stove. The igniter on the front simmer burner would not stop clicking after ignition, when preheating the oven after about 15 minutes of heating would make a boom sound. We called CAS only to be told they could not help us, they do not service **** products. We were told to contact your company directly. I called HO immediately and was given the name of a techician. We waited almost a month for the technician to arrive. The technician told us the booming sound was a normal part of the preheating process, he attempted to fix the element that was clicking but could not. Within about two months of that first visit from the technician the oven completely stopped working. I called **** ** again, I was given another name of a technician. Upon inspection by the technician were told that the electrical panel in the back of the stove was completely fried. He showed us the back of the stove after the backing was removed. What we saw was burned electrical wires that were completely inoperable. He told us we needed to replace all of the burned parts. We were told he did not have the parts, but could rebuild the operating system. I did not want rebuilt parts, so I immediately called HO again, and spoke to a service representative. I put the technician on the phone to speak directly to the service representative who approved the rebuild. I stated emphatically that I wanted THORS records to reflect that I did not want a rebuilt stove, I wanted a new stove since we were still under warranty and that if there were any problems with the rebuild that there was a permanent record on what was done. I ended up calling **** ** at least 5 times if not 6, to complain about the stove and to request service.

  Business Response

  Date: 02/04/2025

  Hello,

   

  Thank you for bringing this to our attention, I have looked into our system and not finding any service request from the customer. **** can move forward with warranty service given that the appliance is still under the 2-year warranty. We will need the customer to submit a claim online and we will be happy to assist with sending out a tech at THOR Kitchen Official Canada Site

  Please note that the parts would not be refurbished, they would be new parts if any are needed. We would need to diagnose the unit to find out what the issue is and move forward form there. 

  As for the refund **** does not refund as the unit was not purchased from us, it was purchased with CAS. 

  **** would be more than happy to assist the customer. 

  Customer Answer

  Date: 02/04/2025

  We have already bought a new stove because your customer service said there was absolutely no warranty and that they had record of only one complaint even though we had got the names of four different service people by calling customer service. Your customer service is very poor, I even asked that I had a manager from warranties call me and no one ever called, I called on around Dec 26. And I was assured someone would call me back when they got back from holidays but no one ever called.

  Business Response

  Date: 02/05/2025

  Hello,

   

  On behalf of **** I deeply apologize for the lack of communication & lack of customer service. Had this reached my desk sooner this would of been handled differently. I will address this with the team. 

   

  Thank you

• Initial Complaint

  Date:01/10/2025

  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.

  Refrigerator under warranty diagnosed as unrepairable. **** offered replacement Refrigerator. I accepted. Refrigerator has not been delivered. Confirmation and Email correspondence was 12/6/24.**** explanation is that they don't know why the Refrigerator hasn't shipped. Multiple conversations with **** is that shipment is pending. They don't have an eta and can't explain why.

  Business Response

  Date: 01/16/2025

  Hello Mr. ******* we apologize for the delay on getting your replacement appliance out to you. There was a delay in shipping because of the holidays but we can now say that it has shipped out. We have already provided you the information a few days ago but I am also giving it to you here. 
  
  The replacement unit is ready to be shipped and will be delivered by *************. Please find the tracking number below.
  
  XPO Logistics: 1364751

   

  Thank you 

• Initial Complaint

  Date:01/02/2025

  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.

  Purchased a new BBQ over a year ago, it was never used and did not function. The *** was covered under warranty. However, Thor Kitchen has failed to send the part needed to fix the issue with the ***. Thor Kitchen claims the part is on back order, it was ordered over 90 days ago

  Business Response

  Date: 01/03/2025

  Hello Mr. ****************** apologize for the delay on the regulator. It has taken longer than expected to obtain it. The ** regulator does not come with the grill, but we were sending it to you at no charge as a courtesy. That being said, I was able to locate a conversion kit which includes the regulator and placed a new order that will be shipped out immediately. The new order number is S33956. I have sent you the link to the order where you can check tracking once it ships. 

   

  Thank you 

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

• Initial Complaint

  Date:11/22/2024

  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 are filing this complaint to report persistent and unresolved issues with a ************* Oven purchased in April 2023 through Best Buy. Despite being under two-year warranty, the unit has experienced multiple critical failures, and **** has failed to provide timely or effective resolutions. We are seeking a refund or replacement, with a strong preference for a refund, as the product has proven fundamentally unreliable.Summary of Issues:1.Recurring Malfunctions:The oven has failed multiple times since purchase, including oven malfunction (October 2023), and multiple and repeated burner outages and heating element issues (May 2024, September 2024, and October 2024).Previously repaired components have failed again, leaving only one functional burner.2.Service Delays and Broken Promises:Repairs have been delayed due to backordered parts, poor communication, and lack of follow-through.Despite a November 8, 2024, assurance that a technician would evaluate the oven, no technician has been dispatched, and no updates have been provided as of November 22, 2024.3.Significant Disruption:Repeated failures and delays have severely disrupted our household, especially with Thanksgiving approaching. Cooking has been reduced to a single stovetop burner, causing undue stress and inconvenience.Resolution Sought:We request a full refund, as repeated repairs have failed to restore the ovens reliability, and our trust in **** products has been eroded. If a refund is not feasible, we request a complete replacement with a new, functional unit.****s inability to deliver on its promises and address these recurring issues demonstrates the products inherent defects and poor service. We have exhausted all reasonable attempts to resolve this matter amicably and now seek assistance in holding **** accountable.

  Business Response

  Date: 12/09/2024

  Hello Mr. **************** style="color: rgb(34, 34, 34); margin: 0px; font-size: small; font-family: Arial, Helvetica, sans-serif;"> 

                  We truly apologize for multiple delays and issues you have had with our range. Our team has been working with the technician working on your unit and have confirmed that the repair has been completed and the range is now functioning. We understand your concern and will closely monitor your case to make sure we take proper steps if the range fails again.

   

   

  Thank you, have a great day

   

  ******* *****, Customer Service Supervisor

  Customer Answer

  Date: 12/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Nico Ravanilla
  
   
  

• Initial Complaint

  Date:10/30/2024

  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.

  July 25, 2024 I filed a warranty claim for a repair on my **** 30 inch electric range. We did not receive a repair call until August *******. On September 4, 2024, we were informed that we would not get the oven repaired due to a back order of the part needed. The back order is estimated to be in in March 2025. On October ******* I had to file another warranty repair claim on the same electric range. The left Front burner is out. I have been waiting for a repair representative to be sent to look at this issue. **** representative. Aprilmie Barsobia continues to tell me that no one will come out until the part is in. These are two separate issues and I cannot get anyone at **** to repair the range. The range is under warranty until January 2025. I want to make sure that every single thing I can find to document that they are failing under the warranty contract is occurring before the warranty expires. It would be really nice if someone would actually respond respond and take care of the issue.

  Business Response

  Date: 12/10/2024

  Hello Mrs. ****** We would like to apologize for the service you have received and lack of response by our customer service. We value you as a customer and want to make sure everything has been resolved. I am following up with the technician to make sure everything has been resolved and you do not have any other issues with your repair.

  
  

  Customer Answer

  Date: 12/10/2024

  **** has reached out with an additional email from the one attached here stating that they will replace our stove however they will not extend the warranty and have not confirmed that the replacement stove is a new unused un-reconditioned stove. So at this time, I am rejecting their resolution until confirmation of a replacement stove is a brand, new, unused, un-reconditioned stove, especially since they refuse to provide an additional two year warranty with the  replacement.

  Business Response

  Date: 12/10/2024

  Hello Mrs. ****************** getting the service report from the technician, **** has offered to replace the unit with a NEW unit, not refurbished. We are pending your response to accept the agreement so we can start the replacement process. Once again, we do apologize for all the inconveniences this has caused you and hope you have a great holiday season with a brand-new appliance. 

   

  Thank you 

  Customer Answer

  Date: 01/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* *****
  
   
  

• Initial Complaint

  Date:10/28/2024

  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 **** dishwasher from Lowes in May 2024. The dishwasher is defective and it is impossible to pull out the bottom drawer. I have contacted the manufacturer over 50 times over 5 months to get the machine replaced or refunded. They continue to stall or make excuses. I have had their technician on site to review who also agrees that it needs replaced and has manufacturer defect. Yet I am still without a functioning dishwasher in October 2024.

  Business Response

  Date: 12/10/2024

  Hello Mrs. ******** we would like to sincerely apologize the customer experience you have received. I understand we have now delivered a new appliance to your home, but I agree, the time it took to resolve the issue is very unacceptable. We know your time is valuable and you spent a lot of time communicating back and forth with our company until finally getting a resolution. I will fully review your case to see what we can do to improve and avoid these type of delays going forward. Thank you and once again I apologize the your experience with our customer service department.