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:10/21/2024

  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 bought this range (TRG3601) last year for the new home we were building. Error code E17 came on the display on Oct 10th 2024. The code won't clear by disconnecting power from the unit. I put in a ticket to **** on Monday the 14th. To date **** can not find/assign a Tech for this repair. It shouldn't take this long to get a Technician out here to repair the unit with a known fault. I need to have the oven working as it's crucial for our baking and meal planning. I just noticed the same issue on the BBB site.

  Business Response

  Date: 12/10/2024

  Hello Mr. ********* We are so sorry for they delayed response. Even though the issue with your range has been resolved, I still wanted to reach out to you to apologize for the inconvenience and the time it took to get it resolved. I also understand that we do not have a provider in your area and you took it upon yourself to install the parts needed to get the repair done which we appreciate greatly. We hope you have a great holiday season.

  Customer Answer

  Date: 12/10/2024

  
  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 consider this complaint resolved.
  
  Regards,
  
  *** ********
  
   
  

• Initial Complaint

  Date:10/08/2024

  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.

  My **** oven stopped working about 6 months ago. I had an oven repair person come out multiple times paying over $800 for various fixes, before he found a faulty part (the u-shaped burner of the oven). He was unable to acquire the piece, so I decided to contact thor kitchen directly to buy the replacement part. I ordered the part on July 26th, one the website they estimated it would take about 4-6 weeks to receive the part. I followed up with the company (receiving no response) and finally they responded indicating the part should arrive in early october (much later than the time listed on the website). I reached out again recently and now the date has been pushed out until late october. They collected payment for a part with continuous promises that "it should arrive in a few weeks" and then keep pushing out the date, refusing to provide a hard guarantee about when I can expect the part. Meanwhile I've sunk money into this broken oven with the expectation that I could receive parts when it breaks.. and still have an out of service oven for months. I'm not seeking a refund, I'm seeking that they are required to follow through with providing the part they promised because I've already sunk money into this project on the expectation they would carry through with their business promises.

  Business Response

  Date: 12/11/2024

  Hi ****,

   

  First and foremost, we sincerely apologize for the delay and inconvenience this has caused. There was a delay in getting the part from factory, but it still does not excuse the fact that our communication regarding the matter was subpar. I know the item was delivered in October and your case closed, but I still want to reach out to let you know that your complaint has been heard and addressed. Hope you have a great holiday season.

  Customer Answer

  Date: 12/11/2024

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

• Initial Complaint

  Date:09/19/2024

  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.

  I purchased this Range about 3 weeks ago and tried to use it twice and it failed. I called into their customer service line and was told to fill out an online form. It took a few days to get a response from *****, as they were given the outsourced job to fix this brand new range. Thor Kitchen advertises theirselves as a higher end product and then they send out a non-working range. As soon as I said I was getting an error E17, he said it's an easy fix and someone would come out to repair it. Then I get a text that next week they are sending out ***** to repair it? So how many times will I need to have ***** or ******* come out to fix an appliance they claim is so well made and high end? I am so furious with Thor Kitchen over their lack of quality control and their response when they send out a non working range. With this being brand new, they needed to replace it. with a new range and not have a company like ***** to come out to try and fix it.

• Initial Complaint

  Date:08/18/2024

  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.

  Our firm represents *********************** regarding her purchase of a Range Oven Model No. ARE36V0221112, which has proven to be defective. Despite several months of communication with your company, the issue remains unresolved. Wevencountered a persistent, loud noise emanating from the oven, likely due to a defective fan. This noise reaches a hazardous level of 96 decibels when standing near the appliance. Additionally, there are several documented cases of the stove tops failing to heat, further indicating systemic issues with this model. Given the severity and persistence of these problems, it is evident that ****************** unit is not fit for purpose. We have reason to believe that other buyers are experiencing similar issues, which may indicate a broader defect with this model. In light of the ongoing inconvenience and potential safety hazards, we are making one final request for an amicable resolution. ************** expects a full refund or a replacement of the defective unit. Failure to address this matter promptly will leave us no choice but to explore all available legal remedies. We trust you will treat this matter with the urgency it deserves and look forward to your immediate response. Thank you for your prompt attention to this matter.

  Business Response

  Date: 08/19/2024

  Hello,

   

  Upon review of this case, the customer has had service once in the late last year. As this is the 1st time the customer is reaching out to us since the last service call, and they are under the warranty period we will need to set up for service. As warranty covers repairs and not refunds. As the product is not sold directly to customers from ***** For all refunds the customer will need to go to the dealer from which the unit was purchased from. **** will be more than happy to assist with sending out service to find out what is the issue and move forward with the repair. We will just need the customer to reach out to us and explain the issue via the last correspondence that they have had with the customer service **** and we can move forward with service.  

   

  Thank you

• Initial Complaint

  Date:08/09/2024

  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.

  ******************* sold us a **** Ice Machine that had a manufacturer's defect. The defect caused thousands of dollars in floor and kitchen damage (which we are not seeking compensation for). The unit was deemed defective by 4 seperate technicians (both paid by us and by ****) & the unit has been deemed defective. Thor Kitchen has told us that the unit needs to be returned & *******************, as the seller would be the company that has to handle that. **** refuses to honor the refund as they do not work directly with customers. ******************* refuses to honor any returns of opened products. As such, we are sitting her with a broken machine, damages and no ability to resolve our issue.

  Business Response

  Date: 08/13/2024

  Hello,

   

  I have reviewed this claim, and I do see that we have ***laced the unit for the customer. The new unit arrived damaged from the shipping. Unfortunately, **** can not offer a refund as the product was not purchased from **** as we do not sell directly to customers. The *** did inform the customer of this if the customer wants a refund that will need to be done through the dealer that they purchased the unit from. As for **** we can reship out another unit. 

  We would love to get this resolved for the customer. 

   

  Thank you

• Initial Complaint

  Date:08/06/2024

  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.

  I was sold a product that is obviously defective with numerous consumers experiencing the same problem in the small geographic area where my house is located. In addition to selling a poorly manufactured product, this companies has what I consider to be deceptive warranty practices. The warranty states that if the product is used in a single-family home, the warranty shall cover two years . I have this unit in a home that I rent half of the year, which is very common in this area in *******. When trying to get The parts required to repair this stove. I mentioned this to the customer service representative, and she immediately informed me that my warranty would only be six months because it was a commercial enterprise. Their warranty should explicitly state that a rental home is considered a commercial enterprise if this is their policy. Additionally, this company contains that the warranty starts when the unit is sold not when it is put into service, which is not common practice. Since the unit was not placed in my home for over two months after the distributor purchased it. This company contends that my warranty started on the date it was ordered by the distributor, even though I did not have possession of the item, nor was it being used. The end result is Ive paid $4000 for l a defective machine that only had a 3 1/2 month warranty according to this company.

  Business Response

  Date: 08/08/2024

  Hello,

   

  I have reviewed the customers complaint, and the Thor rep did provide the correct information to the customer. As the home is being rented out this is commercial usage, as the warranty is for single family home usage. Per the Thor warranty policy, link is below to the site. 

  WARRANTY POLICY - THOR Kitchen, Inc.

   

  From my understanding the part was shipped to the customer and service is going to be done to repair the unit as the customer is still in the 6 months warranty period. 

   

  Thank you

• Initial Complaint

  Date:08/06/2024

  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.

  From: ************************* <***************************>Sent: Friday, August 27, 2021 9:31 AM To: ************************* <********************>; *********************** <**************************************>Subject: Re: Thor Model #THHRG3618U Serial #*************** Will the oven not working be acknowledged and another claim filed? I called Lakeview Appliance yesterday and although you said the part was in, they said there has been no corespondent between them and ****. As previously stated, out of almost 2 years the oven or part of the stove; burners have not worked for 8 months. Please advise. ************************* ************ From: ************************* <***************************>Sent: Wednesday, January 4, 2023 12:26 PM To: *********************** <**************************************>Cc: *************************** <****************************************>Subject: Re: Thor Model #THHRG3618U Serial #*************** Good Afternoon,After numerous repairs, the oven is not working again on the Thor appliance, Model #THHRG3618U, Serial #***************. Our move in date was 09/19/2019 and the stove has been out a number of times. I know you said we did not receive a "lemon" and that repairs could be made. I must ask, is this typical for Thor products to have the oven out numerous times? The stove is out of warranty, but is **** willing to do anything based on the number of repairs. I do appreciate the offer to cover the part. For Lakewood Appliance Repair to come out and diagnose the issue, not repair, but simply diagnose is $160.00. Is it typical for the oven to be repaired at least 3 times in a three year period? Is it typical for the stove k**** to be so hot when baking that oven mitts have to be used or without protection risk being burned? The frame had to be replaced due to the amount of heat that was escaping.My question to you is this; is this the standard for Thor Appliances? The oven has been repaired several times in a 3 year period. Many more emails Stove replaced for a young customer that went on social media!

  Business Response

  Date: 08/07/2024

  Hello,

   

  I have reviewed this and the customer has been informed that she is out of the 2 year warranty that comes with each new appliance. We did recommend for the customer to purchase a have the unit diagnosed and Thor will cover the parts for needed for the repair as a 1 time courtesy. As you can see in our warranty policy the warranty only covered teh 1st 2 years of parts and labor. 

  WARRANTY POLICY - THOR Kitchen, Inc.  

   

  Let me know if there is anything else needed, 

   

  Thank you

   

  Customer Answer

  Date: 08/07/2024

   I am rejecting this response because:  The oven has been repaired 4 times and is in need of a 5th repair.  The appliance may be out of warranty, but the same issue happened during the warranty period and the first repair took approximately 8 months.  I stated previously, during the warranty, that I believe this product is a lemon and should have been replaced. A customer service representative told me it was not a lemon, and a third-party's product was the issue.  I did not purchase parts; I purchased a Thor Appliance.   The handles still are so hot, when the oven does work, that someone can be burned.  The gasket was replaced, and the issue was still not corrected.  Someone online showed their oven being replaced and they had the same issue.  The only difference, I guess **** did not want the bad publicity.  I did not know how to go on social media like that young man did.   I have never owned a stove that required this many repairs in under 5 years.

   

   

   
  

  
  

  Business Response

  Date: 08/09/2024

  Hello,

   

  I do apologize that the customer is having issues with the range. Per ****'s warranty policy the warranty is for the 1st 2 years. As we are unable to cover the service, **** will cover any parts needed for the repair. We will need the customer to have the unit diagnosed and then the tech can call in ************ option #3 and reference this # TG20240809PARTSRL001 to obtain parts needed to get this resolved for the customer.

   

  Thank you

  Customer Answer

  Date: 08/14/2024

   I am rejecting this response because:
  The entire unit needs to be replaced. The first year of having the oven, it went out for months over the holiday season. The oven has gone out for the fourth or fifth time since owning the unit for this brief time. Use of the oven is only reaching the five year **** this September, and it functions poorly for a unit of its supposed quality. The repeatedly malfunctioning gasket leads to the handles reaching dangerous temperatures. If you are using the oven so much heat is emitted and transferred that the stove top handles become too hot to touch without a towel to protect your skin. Multiple people, including children, have been burned simply from touching the handle of the unit, even when the stovetop isn't in use. While under warranty, the gasket was replaced, but the issue persists. This simply goes beyond a matter of warranty; this is a severe issue regarding the integrity of a company and their repeated willingness to deliver a product that does not perform to industry standards and, more importantly, is a safety hazard to families. The repairs made during the warranty time have not delivered adequate and safe results. With all this knowledge, is **** still willing to put people at risk? A few years ago, during warranty I expressly stated that we were given a lemon. **** said this product was working properly. If this is the standard of **** products, the standard the company is willing to stand behind, then for the safety of others, it is imperative the truth of this product is shared. The unit should function as it was intended and designed. I would hope that this unit was created not with the intention to simply make money, but to work and not cause bodily harm to customers. If this is a unique case, and ****'s products do not breakdown on schedule and put families at risk, then this issue needs to be addressed and a new, functional unit needs to replace the malfunctioning and dangerous unit we currently attempt to use. 
  
  

  Business Response

  Date: 08/15/2024

  Hello,

   

  I have reviewed once again the customers complaint; this unit has been out of warranty for some time. Based off the serial # this is a **************************************** 2021 at that time the unit was already out of warranty they took possession of the home in 2019. Warranty does not transfer over form one owner to another. We understand that if there are issues with the appliance, **** will cover the parts for the customer's repair however as a courtesy this one time, the labor will need to be covered by the customer as the unit if far past the ****** manufacture warranty.

  Here is the link to our warranty policy that can be found on our website & I have attached snips of what I am referencing from the policy. 

   WARRANTY POLICY - THOR Kitchen, Inc.

   

  Thank you

  Customer Answer

  Date: 08/15/2024

   I am rejecting this response because: The offer of providing a part does not address the issues that were reported during the warranty and were not resolved.  I will have the Thor Appliance repaired myself and once it is repaired, I will contact any and every agency that protects consumers.  The fact that **** would leave a faulty product on the market is unconscionable.  I will measure the temperature of the knobs, once the oven is working, and report this information to the Consumer Product Safety Commission.   When consumers purchase a product, we should be able to use the item safely and without annual repairs.  I am very disappointed in Thor Appliances and would advise buyers beware.
  
  
  

• Initial Complaint

  Date:07/28/2024

  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 an Ignitor for my oven from Thor that was shipped to me on 5/8/2024. My account was debited $69.88 on 5/9/2024. When the part arrived I realized it wasnt going to work. I reached out to **** to get info on how to ship it back. A customer service rep emailed me with instructions and told me that I needed to pay for shipping but that they would waive the 15% restock fee. I shipped the part back and received confirmation from **** that it arrived on 6/17/2024 at the address they provided me with. I provided ***** the tracking number as he requested and havent heard a word from them since. No refund to my account. I have called time after time. Left multiple messages. Emailed ***** multiple times and no response. The couple times I did get someone on the phone they would say they needed to call me back and never did. This is bad business. I want my money back. ** really hoping this company will reach out to make things right and give me my money back as they promised to do so.

  Business Response

  Date: 07/29/2024

  Hello,

   

  I have reviewed this case and I apologize for the inconvenience and delay in the refund. We have just changed over to a new system and are working on getting the refund back to the customer.

   

  Thank you

  Customer Answer

  Date: 08/02/2024

   I am rejecting this response because:
  
  I have still not heard from Thor nor have I gotten a refund that is owed to me. Once I receive my refund I will accept the response. 

  Business Response

  Date: 08/07/2024

  Hello,

   

  We do apologize for the inconvenience and delay in the refund. RMA 8578 has been processed and customer will be receiving the refund. 

   

  Thank you

• Initial Complaint

  Date:07/24/2024

  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.

  June 28, 2024 a repair issue was filed for my oven not working. No response or call back until July 5, 2024. Was told by service representative that another rep would call me on July 8, 2024 to schedule an appointment to get the oven repaired. There was no call or repair scheduled I called THOR back several times and did not get through until July 12, 2024 spoke with a manager who told me that she would get their third party repair contractor to come by on Monday, July 15, 2024. I told the manager BBB complaint was filed this day as well. Repair person came on Monday, and I was told we needed a part for the repair. I called ******, the manager at THOR back and she told me that she could rush the part and I would have it in 2 days and then could schedule for the contractors to install the part. I informed her that I was having a large event on July 20, 2024 and the manager (I believe her name is ******) assured me she would rush the part needed and I would be contacted when it arrived to schedule am installation appointment. Today is July 24, 2024 almost a month since first reaching our to THOR and I have had no communication from ****** or THOR, since July 15th. I do not know if our part has been ordered let alone "rushed" as I was promised by the manager ******. I called THOR today (7/24/24) and the manager is not available. I was asked if I wanted to resolve the issue with the BBB since the manger assured me the part would be rushed and I agreed to have the case closed with the BBB. I am re-opening / filing a new case due to the lack of communication, no part ordered and still having a broken oven. Original BBB complaint #********

  Business Response

  Date: 07/30/2024

  Hello,

   

  I have reviewed this case, and I see that there has been communication from ****** regarding the service ticket. On July 24th she emailed the customer with an update about the order being placed. I see that the order was delivered yesterday to ********, they will contact the customer to schedule the return appointment for the repair. 

   

  **** is working to get this resolved and completed for the customer. 

   

  Thank you

• Initial Complaint

  Date:07/22/2024

  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.

  Electric range/oven was delivered 7/19. Installed range oven and the oven will not work. Range works. Contacted Thor Kitchen Friday 7/19 via phone and internet contact page. Additionally one button is damaged and the left side handle will not sit flush to the oven door surface. I have been on hold to speak to a customer service representative for 80 minutes. While on hold, the que states I am number 3 in line, than jumps me to caller 19. this happens repeatedly. When I press zero to have an person call me when I am up in the que, nothing happens and the hold theme just continues.

  Business Response

  Date: 07/24/2024

  Hello,

   

  I have located the customers complaint in our system we will reach out to him. Please note that on Friday 7/19 our company was affected by the worldwide internet outage. This continued into Monday for us also. However, we are back up and running we will reach out to the customer. 

   

  Thank you