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:07/19/2024

  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've spent over 5K for our 48 inch ******** range. Right out of the box the small oven wasn't working and then after two weeks the big oven stopped working as well and we have been in continuous repairs since July 2023 when the range was installed. Our technician keeps fixing both ovens but after few times of use it stops working again. Both ovens were used maybe a total of ten times since installation. Every repair took over two months, to get an appointment from technician to come assess the issue , then order parts and wait for them to arrive and then another appointment to do the repair.We also were not able to have family meals/ gatherings for occasions like Thanksgiving and Christmas in the past year since both ovens were not working at the time and we were waiting for parts.Last technician visit was on January 26,2024 to assess issues again and he had to order the same parts that keeps on braking. He even mentioned that this range seems to be irreparable and that **** should provide us a replacement.Fast forward to 2 weeks ago, the big oven stopped working once again! I submitted a service request to **** right away and did not hear from them. I called the customer service to follow up on July 17th and the agent I spoke to reassured me that someone would get in touch with me on the same day. I still have not received that call. Also, during the call I asked for a supervisor's contact information and the agent refused to provide that info!.This is the 5th time this range is needing the same parts replacement and at this point we have fixed the same issue enough times and we refuse to let this go on any further. Right now the range is under warranty and seems like **** is just dragging it until warranty period is over.We are requesting **** to refund our money or at least to replace this Gas range for a new one as it's clear that this range is a defective/lemon product.

  Business Response

  Date: 07/24/2024

  Hello,

   

  After reviewing this case yes, the customer has had service in the past and it was resolved. The customer has reached out to us about the issue she is having once again. Unfortunately, have to move forward with sending out a tech to diagnose the issue as that is part of the warranty policy to repair if a unit can be repaired. now if the customer is wanted a refund, she will need to address that with the dealer the unit was purchased from. As we do not sell directly to customers. We will hold to our end of the service repair. 

   

  Thank you

• Initial Complaint

  Date:07/19/2024

  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.

  My wife and I bought a Thor Kitchen 36" range top. When it was installed in our home we built it had an indicator light on one of the burners not working out of the box. We contacted **** and they started a warranty fix and sent someone out who inspected and found it to be a bad led lamp. He said he would be back in about a week when he had the part. We have since emailed and gotten a case number and just want to have our unit fixed. If has been over 2 months and now they won't even reply to our emails asking what the status is to have it fixed. We just want them to honor their warrant and fix our range top or send us a new range top at this point, that *** be easier. Either is fine, we just want it fixed.

  Business Response

  Date: 07/22/2024

  Hello,

   

  We have reviewed this case, and we will offer the customer a replacement unit. 

   

  Thank you

  Customer Answer

  Date: 07/23/2024

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

  What sort of timeframe will this happen within and how will **** be doing this? Via this communication or will they be reaching out to us directly?

   

  Thank you,

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

  Customer Answer

  Date: 07/31/2024

  Hello,

  
  

  It has been 1 week since I was told that **** would be replacing our cooktop and I have had no correspondence with **** regarding getting this accomplished.

  
  

  What happens now?

  
  

  
  
  

  Thank you,

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

  
  

  Business Response

  Date: 08/07/2024

  Hello,

   

  As soon as the carrier has picked up the new unit from us. They will contact the customer to schedule the delivery appointment.

   

  Thank you

• Initial Complaint

  Date:07/18/2024

  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.

  I purchased a new ******************** electric wall oven for a new home, and have been dealing back and forth with their customer service department for a solid year to have the oven repaired or replaced, 1st issue was a faulty seal on the window in the door, then it will not maintain setpoint temperature, but climbs ***** degrees higher while attempting to cook anything. Lastly the oven light circuit had went out (not the lamp). I have numerous back and forth emails and cannot get resolution, and lately cannot get a response. I would like a replacement unit or my money back.Service orders have been: *****, TG20240308SM003

  Business Response

  Date: 07/22/2024

  Hello,

   

  I have reviewed this case and I see that the customer has been assigned to Ecocool repair center. Unfortunately, we do not refund customers as they so not purchase directly from us. For a refund they will need to address that with the dealer that the unit was purchased form. As for Thor we will need to go through with the service repair that is covered under the warranty policy. 

  Due to the worldwide outage on Friday, Thor was affected by this. Today we are still going through the outage. As soon as we are able to update the customer we will, and we will connect with the service center to see where they are with getting it resolved. 

   

  Thank you

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising 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 new home that included a Thor Wine Refrigerator that was procured and installed by a kitchen interior design firm and their installation contractor. The installer did not test the refrigerator temperature assuming a brand new refrigerator would operate correctly. After moving into the home I noticed the temperature inside the refrigerator was room temperature despite the motor running non-stop. Again, the refrigerator is brand new and newer used. I contacted Thor customer service. They had the record of the refrigerator being purchased, The price and the vendor information. All of that information was provided to Thor by the design firm upon purchasing the refrigerator for warranty purposes. Even though **** has all this information, they will not honor warranty terms because I do not have the paper invoice for the refrigeratorbecause that is their policy. To date, the design firm and GC have not been able to locate a paper invoice. They indicated they typically complete warranty information and assume the manufacturer will honor the warranty. Unfortunately, **** does not play that way From my perspective, this policy is simply a way for **** to disregard their warranty obligations.

  Business Response

  Date: 07/09/2024

  Hello,

   

  I have reviewed this claim and I see that the rep did ask the customer for his purchase invoice to move forward with service. As this is part of ****'s warranty policy is to obtain the invoice to move forward with service. Once the customer provides that we can service given he is under warranty. 

  WARRANTY POLICY - THOR Kitchen, Inc.

• Initial Complaint

  Date:07/08/2024

  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.

  My wife and I have called the customer service warranty department of ********************** several times over the past 2 weeks. Each time a representative tells us that someone will call us back. We have been give a number of excuses as why we have yet to receive a service call. The original complaint was filed in June 28, 2024. On July 5, 2024 after over a week of waiting an 7 phone calls, a customer service representative told my wife that the person who took my complaint was away and it had yet to be processed. This is the first time I heard this, Each time I called I was told that my complaint had been received, I was then told the company was going through a system update and they had no way of contacting the service persons. On Monday July 8, 2024 my wife called THOR kitchen back again and was placed on hold while waiting for a manger named ***** that never came to the phone. It has been over two weeks our oven still does not work and we do not have another way to get in touch with this agency.

  Business Response

  Date: 07/09/2024

  Hello,

   

  I have just responded to complaint #********. The customer and ****** have spoken yesterday and we will be moving forward with service. 

   

  Thank you

  Customer Answer

  Date: 07/10/2024

   I am rejecting this response because: I still want this to be an active case. The business took two week to get back to me and now I am being told the earliest appointment is not until next week. I have an event taking place on July 20th and need my oven working.

   The representative informed me that the technicians do not carry parts with them, and should part be needed it would have to be ordered. ****** did say that she could put a rush on the order however, it is not promised that it will arrive in time and that there will be technician available immediately upon arrival if the part to install the part. Had we be given a response or call back when my claim was first filed on June 28th this would not be an issue, now time is of the essence.

   I am not willing to accept the businesses resolution until I have a working appliance. They sat on their hands and did not attempt to resolve this issue until a BBB claim was filed, This case is to remain open until my oven is fixed, as that seems to be the only way to get assistance from ****.

  Additionally, my wife was told that she would be called on Tuesday, July 9th by ****** with an update and was not called. Instead an email was sent notifying us to expect a call from the third party technicians.  

   

  
  

  Business Response

  Date: 07/15/2024

  Hello,

   

  We apologize for the experience that the customer has had. **** is working hard to make all right. The customer does have an appt with **************** today. In regard to the parts comment, yes, this is correct the techs do not carry the part on their vehicles as they are not Thor employees, we do partner with them for service calls. All parts are provided by **** once the unit is diagnosed. We will them send out what is needed for the repair. 

   

  Thank you

  Customer Answer

  Date: 07/16/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was told the part needed to fix the oven would be expedited in two days and then another appointment would need to be made for installation. I will accept the company's response and expect to this matte finalized within 10 days. This timeline includes the ordering of the part, and installation.  

• Initial Complaint

  Date:06/26/2024

  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.

  On 4/26/23, I purchased a ******** Cooktop from Best Buy. The cooktop was delivered on 05/20/23. My kitchen was fully renovated, new custom cabinets/countertops My cooktop was installed on 05/29/24, immediately after installation, the install tech that was provided by Best Buy noticed the k*** for the griddle was defective. I contacted Best Buy and was referred to Thor Kitchen to address the issue. I submitted a claim with **** for my Brand New Cooktop, **** contracted out ******************* the Sears technician contacted Thor Tech Support to advise of his findings and I was then informed my NEW cooktop requires a thermostat replacement. The Sears technician also advised me my NEW cooktop would require dismantling it to install this said part. I reached out to my Claim Lead/Thor for 4 days until finally speaking to the Claim Lead. I am now being advised even though I purchased a defective cooktop thats never been used, my only option is to breakdown a brand new stove, which indicates to me I will have problems down the line if Im already having to replace parts. Thors customer service is by far the Worst I have encountered, no one takes accountability and the knowledge of the agents are nonexistent. I purchased 5 additional Thor appliances to match the cooktop and Im already feeling buyers remorse. I highly advise BUYERS BEWARE. Its understandable to have appliances with defective components, however, when the appliances are brand new and Customer Support is Unprofessional/Unethical. It makes the experience far worse. I WILL NEVER purchase another Thor Appliance solely based on the *************************

  Business Response

  Date: 06/27/2024

  Hello,

   

  On behalf of ****, I apologize for the inconvenience that has transpired with this case and for the lack of communication on our side. 

  I have reviewed this case, and it looks like a simple fix. If we can get a photo of that k*** area with the k*** off. It looks like the k*** is not sitting correctly for the bezel the metal ring is not centered correctly. Once we receive this photo we can make that determination. This is not cause for a replacement. 

  Also, from the note that the tech left us, he did not mention anything about parts being needed. He mentioned that the customer was not home and this needs to be rescheduled. 

   

  Thank you

  Customer Answer

  Date: 06/27/2024

   I am rejecting this response because:
  Per the Attachments, it indicates the technician was inside my home with the appliance when the Technician contacted Thor Tech Support and received a Part number for a Thermostat, this information is also attached to the technicians notes. Furthermore, I contacted **** also while the said Technician was inside my home with the appliance. Thor is being Deceptive, Unethical, and Unprofessional per usual. My appliance has never been used, therefore I will not have a Technician come into my home dismantling a brand new appliance, while compromising my stone surrounding this defective unit. To sum things up this is not a matter of miscommunication or lack there of, its basically Thor refusing to accept accountability and I will escalate this matter, I will also make sure consumers are aware of the incompetence of Thor on All Platforms if this matter is not resolved justly. 

  Business Response

  Date: 07/01/2024

  Hello,

   

  **** is going off the notes that were left by the tech as we were not there. However, we would like to move forward and get this resolved for the customer. As it is ****'s warranty policy to repair if a repair is needed. For this case the tech is informing us that the thermostat needs to be replaced. That is what **** is wanting to do, move forward with the repair as that is what the warranty is here for. If the customer would like a new unit, then that is something he will need to address with the dealer that you purchased the unit from. As we do not sell directly to customers.

  **** would like to get this resolved & move forward with the repair. 

   

  Thank you

  Customer Answer

  Date: 07/03/2024

   I am rejecting this response because:
  
  I responded to the Thor Representatives email on 07-01/24, advising I would like to move forward with the repair. On today, 07/03/24, the *********** Services Rep that answered my call was clueless to the situation, even after viewing the notes. 
  

  The Advocate advised me he did not see my response that was initiated on 07-01-24, therefore I read it to him verbatim and resent my response via email to ******* along with the initial response and was then advised, Ill pass your phone number to her 

  I would like to think if **** was attempting to resolve this matter in a timely manner, my contact information would be attached to my profile/claim.

  **** has provided the most unpleasant experience and horrendous level of customer support I have EVER experienced. 

• Initial Complaint

  Date:06/10/2024

  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.

  My family purchased a **** electric range from Lowes. Early on, we experienced problems with both the stove and oven. These issues were subsequently addressed last year by a contractor (Lakeview). Several months later, the two front burners are not working (one is unreliable, the other doesnt come on at all). My wife contacted **** via email on 5/11/2024 to file a complaint. They referred her to ******** again for service. She spoke with the same technician via telephone. He said that there are new parts available. He said that he would place orders and be in touch to schedule an appointment. My wife called Lakeview today (6/10/2024) to follow up, and she was informed that the *** for the parts is 90 days from her previous conversation with the technician. We cannot wait another two months for parts and another appointment that *** or *** not fix the issues. As my wife explained in an email that we just sent to ****** is unfair that my family is reduced to staring at a very expensive defective product for months while we continue to make payments on it, and as the clock left on our warranty continues to tick. At this point, we want a replacement or refund.

  Business Response

  Date: 06/13/2024

  Hello,

   

  I have reviewed the customers complaint and I do see that the customer has had service last year in Feb. on her range & that was resolved. Customer has reached out to us once again this year on May 11th, she has been set up for service with Lakeview and they have placed the order for the repair to get completed on 5/24. Yes, the part that is needed is currently out of stock, yes the eat provided to them was 90 days. However, this is just a estimate time it may be in soon as we are expecting a delivery. And as soon as we get the part in we will ship out to ******** so they can complete the repair. 

  As the unit is repairable, **** will move forward with the repair. 

   

• Initial Complaint

  Date:05/10/2024

  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 a THOR electric range on 11/13/23 and a 5 year warranty for a total of $2582. The range was delivered some days after 11/15/23. It was installed on 2/3/24 because we didn't have the house finished prior to that date. The range has not been used at all, but we tested the k**** and two of them have issues. One of them is stuck and another one is very loose. We don't want to damage them by trying to resolve the issue ourselves. We submitted a claim on 2/9/24. We received a reply on 2/13/24 with a case #TG20240214EL003 and were told a tech would be assigned and then we would be notified with their information so that we could schedule service. On 3/18/24, I called and was told that I would be getting a call from *****************, who was handling our case. On 3/20/24, I received an email from **** stating that a technician had reached out to them and requested parts, with a corresponding order #*******. On 5/3/24 I called again and spoke with *****, who told me that parts had been delivered on 4/1/24 to an address in ********, **. We live in *****. At this point, it feels like we are getting the "run-a-round". This is disappointing because we bought another THOR cooktop over a year ago and **** did a nice job of getting that one serviced when we had an issue with it. I like the look of their appliances and am hopeful that these repairs can get done very soon. Thank you

  Business Response

  Date: 05/13/2024

  Hello,

   

  I have reviewed this case, and I am sorry there was some confusion on the parts order that went to ******. We will reach out to the tech this morning, get the correct parts ordered and expedite them out. We will work on getting the unit repaired and all resolved. 

   

  Thank you

• Initial Complaint

  Date:05/02/2024

  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 purchased a thor 48 inch double gas oven range sku# **********, for the past two months neither oven has worked. We contacted **** after the ovens stopped working and they opened a warranty claim. An appointment with ***** home repair service was made for April 19th and I took the day off of work since they only give an 8 hour repair window. The repairmen showed up, took apart the stove and called the "Thor Tech Line", no one answered after 25 minutes on hold and the repairmen said that he was no allowed to diagnose the problem without a thor tech on the line and he was only permitted to wait 15 minutes on hold, and had to leave. We waited till Monday and contacted the service line, we were told that our case representative would have to contact the Thor tech and repairmen to order parts. Since that time we have contacted the customer service line only to be told that our tech will call us back, and that no supervisors are available. We have never received a call back in over two weeks, and have contacted the customer service line three tines and sent two emails to the general inbox since no specific email address was provided. To my knowledge the problem has not been diagnosed, parts have not been ordered, and no service appointment for a repairmen has been scheduled. We paid over $4,000 for our oven and have not been able to use it for over two months. Please help us to resolve this issue, in review of other BBB complaints against this company it would appear they are slow to take action without encouragment.

  Business Response

  Date: 05/03/2024

  Hello,

   

  Customer has been contacted and parts will be shipped overnight to him, and new appointment will be scheduled for the return visit to repair the unit. 

   

  Thank you

   

• Initial Complaint

  Date:04/28/2024

  Type:Delivery 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 this outdoor kitchen on the promise that a ** conversion kit would be available as listed below on the ********** website that I bought it from. When I contacted the Numbers and email provided I was told the kit was on backorder. When following up I was given a different time frame every time. Now they've stopped taking my calls or answering my emails. They've drawn this out for a month and a half now I can't return it to ***'s and I can't hook it up. I've asked repeatedly for the parts list so that I can procure the required items myself but they refused. I have email documentation of all that I've said. (Here's they're claim that the kit was available as posted on ***'s club website that advertises the outdoor kitchen I bought.)Where to order the ** Conversion Kits The Thor Kitchen outdoor kitchen island comes with BBQ grill in LPG, if ** version is needed, call our team at ************ or email our team at ***************************** to get the PN#GL034S**K (** Kit for GL034S).(Here the website advertising the grill as able to be converted to **.)******************************************************************************************************************************************************************************************************************************************************************************** (Here's my receipt) Mar 18, 2024 Order *********** $3,246.42 (1 item) Shipping item (1) ************************* ****************************************** ************** Thor Kitchen Stainless Steel 3-Piece Outdoor Kitchen Item ********* Subtotal (1 item) Shipping Sales tax Total Qty 1 $2,999.00 $2,999.00 Free $247.42 $3,246.42 MASTERCARD *5332 $3,246.42

  Business Response

  Date: 04/29/2024

  Hello,

   

  I am sorry to hear that the customer has been unable to locate the part needed. I have looked into this, and the part is currently on backorder. We do not have a true eta at this time as this is a fairly new item that we have partnered with ***'s on. I am sorry that she is unable to return to ***'s for a refund. Unfortunately, **** will not be able to refund either as the units are not sold from Thor. However, once the part arrives, we will reach out to the customer for the purchase. 

   

  Thank you

  Customer Answer

  Date: 04/30/2024

   I am rejecting this response because:

   

  Supply me with the parts list so that I can buy the components myself. Sizes and quantity. This falls under right to repair legislation.
  

  
  

  Business Response

  Date: 05/02/2024

  Hello,

  I do apologize we do not have a parts list to provide that is internal as all parts are in our system. That is not to say that we will be glad to help with the purchase once the part is in stock. Please feel free to reach out to our parts team at ************ Option # 3 and our team will be more than happy to help. 

   

  Thank you