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:04/19/2024

  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 my Thor Kitchen Electric Range on 6/9/2022 from Premium Home Source. I received it 2 weeks later and immediately registered my new range online on 06/25/2022. About 6 months later one of the burners stopped working and one of the blue lights also broke and it was always on even after the the burner was turned off. I tried filing a claim in a beginning of 2023 and contacted the customer service, however they would not take my info over the phone even though I registered my appliance at the time of delivery. They directed me to their website and their website kept kicking me out. I gave up on trying to make a claim for a little while as the rest of the range was somewhat functional. The oven itself was used very rarely maybe only once every few months.I wanted to use my oven on this week on 04/17/24 and the oven stopped working completely. I tried calling customer service with no luck of getting a hold of anyone and their website now does not work at all either. Im getting a message saying there has been a critical error on this website. I tried accessing their website on 4 different devices. I have only about 6 weeks left on the 2 year warranty and need to have it fixed or replaced ASAP.The serial # is ************* Reading other complaints on this website makes me think this company is a scam that makes a terrible product.I feel that I got tricked into buying a professional grade range according to description, but the instead I was sold piece of junk.

  Business Response

  Date: 04/22/2024

  Hello,

   

  We have reviewed this case and yes, we are saddened here that the customer was not able to get the service submission online. Our site has been going through a update. We thank the customer for providing everything we need to move forward with service. We will be reaching out to her via email to move forward with service. 

   

  Thank you

• Initial Complaint

  Date:04/08/2024

  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.

  New stove received 8/1/23, outside of oven door and k**** became extremely hot to touch, 1st service initiated on 9/20/23, parts installed on 10/10/23, became ill and did not use stove until the Christmas holidays and 2nd service call initiated 1/12/24. Service tech called THOR tech and photos were exchanged regarding door not closing properly and was informed that a part was to be sent to me and service rescheduled to 2/5/23. Service has been rescheduled 5 times now and no parts received. I sent an email on 2/6/24, to *****************, in the service department at THOR, regarding the status and received a response on 2/8/24 stating they were identifying the part needed for the oven. On 2/13/24 I emailed **** asking for updates to the status of my claim. No response ever received. I telephoned THOR Kitchens on 3/20/24 and again on 4/1/24 and was directed to leave a messages for **** and to date no response has been received by her and no other employee will assist other than to tell me her notes say they are identifying the part I need. I am wanting my stove repaired or replaced, if it cannot be fixed, as I am in danger of serious ***** if I use the oven as is.

  Business Response

  Date: 04/12/2024

  Hello, 

   

   

  After reviewing this case and speaking with the ***** the service tech. We have been informed that the customer has rescheduled the service call multiple times by the customer, to the point we closed it because we were unable to maintain an appointment. **** can move forward and open another ticket for the service and move forward with getting the unit repaired. Would the customer like another appt?

• Initial Complaint

  Date:03/12/2024

  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.

  Thor range purchased 1/15/23 has been serviced several times for burnt switches and faulty cooling fan. Repair parts are constantly on backorder, so repairs cannot be completed in a timely manner. Currently we have been waiting over 60 days for backordered parts, to fix damages caused from poor installation from the last repair. This range is a ***** and **** refuses to replace it. Instead, I'm left to wait for "backordered" parts with no ETA.

  Business Response

  Date: 03/13/2024

  Hello,

   

  I have reviewed this customers complaint and **** is going to offer the customer a replacement unit. 

   

  Thank you

  Customer Answer

  Date: 03/13/2024

   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.

• Initial Complaint

  Date:03/10/2024

  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.

  Had this 48 inch oven installed the beginning of December 2023. The oven temperature is off by 150 degrees, grill starts and the quits and burners work off and on. I have completed all paperwork and call them at least once a week and no one contacts me back. I have had this beautiful stove and have not gotten to do any baking in it. Christmas dinner was a disaster because food was so hard to get cooked. I just want it fixed, or a new one or money returned.

  Business Response

  Date: 03/12/2024

  Hello,

   

   

  I have reviewed this case and I see that as of this morning, the customer was updated. Our team is reaching out to ************* for an update on the call. We are working to get this resolved for the customer. As this is a repairable issue **** will move forward with the repair. Unfortunately, as for the refund, **** cannot issue that as the units are not purchased through Thor. The customer would need to address a refund from the dealer that they purchased from. 

   

  Thank you

  Customer Answer

  Date: 03/12/2024

   I am rejecting this response because:
  They did reach out but I have not got a date of the repairs to be done yet so I do not want this case close. 
  
  

  Business Response

  Date: 03/14/2024

  Hello,

   

   

  I see that the appointment is set with ***** for 3/18/2024. 

• Initial Complaint

  Date:03/07/2024

  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 new Thor kitchen appliances from Premium Home Source on 1/2/2022, after buying a new home. Once the home was ready and we moved the appliances in around May 2022, we started having issues with the stove. First it was the oven that did not work and stove top didn't really get hot, so we contacted Premium Home and we were told that we would have to put in a claim through the warranty. After months of emailing them, someone came out, and they fixed the issue and he showed me what he was doing. Well, it happened again but I didn't bother contacting them because it took so long, and I ended up just fixing the issue, but now one of the burners doesn't work. I contacted Thor Nov. 2023 about the burner and all I get is that they can't find someone, and that I should a person. I asked them for a refund since this is the third time or a replacement but they keep saying that they need a tech to see it but they can't find someone!!! What do I ****

  Business Response

  Date: 03/08/2024

  Hello,

   

  I have reviewed this case and I am sorry to hear of the issues that the customer has been having with his range. Unfortunately, **** is unable to offer a refund as we do not sell directly to the customer. If a refund is wanted the customer will need to address this with the dealer that it was purchased from. As part of the warranty policy, **** can move forward with the repair. We are reaching out to a service tech that we work with in the area of the customer to see if they will take the service call. We will update the customer with that information if he is willing to move forward with the repair. 

   

  Thank you

• Initial Complaint

  Date:03/04/2024

  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.

  In March of 2022, I invested in a **** electric stove with high hopes for its quality and reliability. Unfortunately, this purchase quickly turned into a series of disappointments and frustrations due to recurring breakdowns with the appliance.Since then, it has required repair in July 2022, October 2022, March 2023, and most recently, on New Year's Eve 12/31/2024. In July 2022, I corresponded with ***************** from **** , who assured me that the necessary replacement parts would be sent to me, and all expenses incurred would be covered by the company. However, despite providing proof of purchase and invoices for the repair expenses, I received no further communication or assistance from ****.After months of persistence, I finally received a response from ***************** in Jan. 2024, indicating that the replacement parts were being searched for and would be sent to me, all expenses covered by ****. Additionally, they agreed to cover the expenses paid to the repairman, provided I sent them copies of the invoices and proof of payment.Although I promptly provided the required documents, it took 2 weeks for any action to be taken. On Jan. 18th, I was informed that the checks were mailed, and on Jan. 24th, the missing parts were sent to me. However, the checks never arrived.On February 15th, I was informed that new checks were mailed out again. However, as of March 4th, the checks have still not arrived.The lack of transparency and follow-through from **** is unacceptable. The failure to honor their commitments has left me feeling betrayed.I am deeply disappointed by ****'s disregard for their customers and their apparent lack of concern for resolving issues in a timely and satisfactory manner. I am seeking assistance in resolving this matter and ensuring that **** takes appropriate action to compensate me for the expenses incurred. I also hope that this complaint serves as a warning to other consumers about the challenges they may face when dealing with ****.

  Business Response

  Date: 03/06/2024

  Hello,

   

   

  I see that on 3/5 ******* has admitted to receiving her reimbursement check. I see she is saying she is missing 1. She did provide the invoice and we will get it processed for her. 

   

  Thank you

  Customer Answer

  Date: 03/19/2024

  As stated by the Business, THOR, I received a partial compensation for my horrible experience with my stove.  According to the company they sent out another check on the 8th of March, but I still have not received it (11 days later).  Last time it took them 1 day to overnight me a check after my BBB complaint (even though they had claimed to send checks before which I never recieved and they didn't provide tracking for) , so I don't believe they ever sent out the new check out yet - it is for over $400 not chump change.   I would like to re-open this case ASAP , as it is not fair that this company is getting away with lies, bad customer service and faulty products.

  
  

  
  
  

  Business Response

  Date: 03/20/2024

  Hello,

   

   

  I have reviewed this case and there was a delay in getting this payment out to the customer. This is not the nature of **** to do this. We did get the check expedited out. And I see that the check was delivered this morning to the customer. 

   

  Thank you

• Initial Complaint

  Date:03/01/2024

  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 have a Thor kitchen 6 burner stove with griddle and double oven. There are 9 k**** that have all bubbled up and peeled over both ovens. They are hard plastic k**** with a silver film that is a similar thickness as tin foil. They have all had the coating separate from the k*** and peel off the k*** The film cant take the heat of the oven which is silly because obviously an oven gives off heat when doors are opened. I contacted the company about replacement k**** My first email has gone a week without response, phone has not been answered at the company either so I chatted today with ******. She says it is cosmetic so its not coveredbut my option is to but the same k**** that have not been updated so they use the same silver film which will inevitably peel again. It will cost me $270 before tax and shopping. I feel they are scamming their customers because their solution the the quality issue they have is for the customer to buy more of their faulty product. I will have to replace these k**** constantly. I was also ignored by ****** until I told her I would report to the BBB. Seems they should replace my k**** or more people should be aware of their shady business practices.

  Business Response

  Date: 03/04/2024

  Hello,

   

  This case has been reviewed and we have found that the customer is not the original owner and ********'s warranty policy the end user must be the original owner. And yes, this is cosmetic damages, and these are not covered under the warranty policy. The customer would need to purchase the knobs. 

   

  Thank you

  Customer Answer

  Date: 03/04/2024

   I am rejecting this response because:
  
  I never claimed to be the original owner. I never claimed or believed any item was under warranty. The company has brushed off my emails, phone calls and chats. The only solution to the peeling k**** is to replace them. The only option offered is to purchase $270 of k**** that are coated with the same film that is not heat resistant. This is an oven, obviously this will happen again. Any reasonable company would have an updated k*** or not charge for the same defective product. I would like the k**** replaced. I also want to make sure this complaint can be seen by buyers who may consider buying a product from this company. Poor quality and even worse customer service. I do see several complaints on the internet and many on Amazon as well that show the same peeling k**** I have. They also reference the companys lack of response. The companys aware of the problems and refuses to address their quality control issues.

  Business Response

  Date: 03/06/2024

  Hello,

   

  Customer may need to check if the door is closing properly. Perhaps heat is escaping causing the k**** to peel. Also, check the gasket to make sure there are no tears in it also causing heat to escape. 

  We will cover the k**** this time as a 1 time concession.

   

  Thank you

   

   

  Customer Answer

  Date: 03/06/2024

   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.

   

  The k**** can be sent to 

  *****************;

  4251 Settlers Ridge

  Belmont, ******** 49306

  I appreciate Thor Kitchen resolving this issue appropriately 

• Initial Complaint

  Date:02/29/2024

  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.

  I ordered a Thor wine cooler from the Brick on Nov 25, 2023. The item arrived at the Brick in Niagara Falls on Jan 26, 2024, and I picked it up 2 days later. Less than a month of having the item, the handles, doors and face of the cooler changed to a bronze colour. The original colour is stainless stain. I reached out to the manufacturer- Thor Kitchen who advised they can replace the parts. I requested a brand new exchange because I paid $1,194 and less than 30 days the fridge is changing colour. The manufacturer asked me to reach out to the dealer for an exchange and the dealer (the Brick) agreed but now Thor Kitchen is stating they will not approve for a replacement so why did they tell me to reach out to the Brick for a replacement. I feel that based on the price and the fact this is a custom order, changing colour is less than 30 days, I deserve a discount along with the replacement parts or a brand new item (replacement). I'm including pictures of the wine cooler and the email from the customer service rep advising to contact the dealer to have it exchanged but now the manufacturer is going back on their word once the Brick has confirmed they will replacement it

  Business Response

  Date: 03/04/2024

  Hello,

   

  I have reviewed this case and **** is willing to move forward with parts and service to get this resolved for the customer. This was offered to the customer directly. As we do not sell directly to customers, we do not offer compensation. We can offer parts and labor. 

   

  Thank you

  Customer Answer

  Date: 03/05/2024

   I am rejecting this response because:
  
  As per the email included in the attachments, the Thor customer service rep ******* asked me to reach out to the dealer for an exchange as a resolution - which I did and the dealer is willing to exchange item for a brand new one. 

  The dealer, The Brick, informed they need an email from **** to approve the exchange and now **** is going back on their word even though I have it in writing that I should reach out to the dealer to have this resolved. 

  Please see the email chain attached as proof that I was advised to reach out to the dealer. 

  If **** is not willing to approve the exchange as indicated in their email to me, at this point I would like a refund to purchase another item elsewhere.

  I spent close to $1200 for this item. To have it refurbished in less than 30 days is unsatisfactory. The company wants me to pay the full price for a defected item. 

  I just want my money back now. If a company doesn't stand behind their products and policy/warranty it says alot to a customer, they don't believe in their own products and they have no pride in what they are selling .

  Business Response

  Date: 03/06/2024

  Hello,

   

  We understand, However, as this is an easy fix , **** is willing to move forward with new parts and the service. As this is repairable, we will not move forward with a replacement unit. 

   

  Thank you

  Customer Answer

  Date: 03/07/2024

   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.

  At this point its not worth the energy spent, Ill just write a review online and include the pictures of the colour change. Ill let ****** know to schedule service call

• Initial Complaint

  Date:02/15/2024

  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.

  Hello, I purchased the Thor package (range, refrigerator, dishwasher, microwave, hood) from Lowes on 12/14/2021. It was delivered in May ************************************************************** May 2023. Soon after, I realized it was leaking water inside the fridge above one of the drawers. Water was pooling on the bottom and would fill up and drain out when you opened the bottom drawer. I contacted **** and filed a warranty claim on their website. Since, they have sent out 3 separate technicians from ***** to try and fix the leak (7/19/23, 8/19/23, 9/21/23). Each time, the ***** Service Tech said that the fridge needed to be replaced. There is insulation in the drainage lines and it's impossible for them to get it all out. Each time the service tech came out, I would wait and wait for **** to call and follow up. I would call them WEEKLY to try and get a response on the status of the fridge. Every time they would act like they had no record of me, that they had no idea what was going on and they would tell me that another tech needed to come out. This went on until October. I continually called and emailed them throughout November and December 2023. Finally, in December 2023 a customer service rep responded to my email and said they needed to send out a 4th technician. I got upset, said they were intentionally trying to stall me until my 2-year warranty was up and said I was not letting another tech come out. Then, two weeks later in January **** I responded to their email and said ok, the fridge is still leaking, please send out another tech. Since then, I have called and emailed weekly. In mid-January, I got a customer support person who said that they were deciding to replace it or not and she would call me back. I never heard anything. I called 2/15/24 and they have no record of me except for an email requesting info on Jan. 26, **** for the model number and receipt of purchase. I just spoke with them today and they still say that. I don't know what to do!

  Business Response

  Date: 02/16/2024

  Hello,

   

  **** has reviewed this case and **** has offered the customer a replacement unit. Pending customers response. 

   

  Thank you

  Customer Answer

  Date: 02/17/2024

   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.

• Initial Complaint

  Date:02/01/2024

  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.

  We bought a stove from Thor. I cook a lot and It was perfect!In one year it has been serviced 4 times because the oven doesnt light up.They have sent ***** here every time its the same thing the igniter !I told them I want a New stove , no I prefer a full refund!$5,000.00 for a stove is a lot of money!Now they are telling us it could be something else!! They are sending a ***** tech out again!They should have checked the something else after the third time, not the 5th. Can you please help me??I need a dependable stove and this is not one.Thank you

  Business Response

  Date: 02/02/2024

  Hello,

   

  I have reviewed this case and I do see that the unit has had service in the past. The issue with the unit is repairable, it just sounds like it is a bake igniter go out. We will send the part and move forward with service. We will update the customer. 

   

  Thank you

  Customer Answer

  Date: 02/02/2024

   I am rejecting this response because:
  
  They are putting me through the wringer with this stove. They should have fixed this at least the second time!

  Now they are still guessing about what is the problem.

  How much longer will they put me through this??

  Sincerly,

  **************************;

  Customer Answer

  Date: 02/08/2024

  I received a part today from Thor.

   

  How can they send me a part if it keeps breaking? And they dont know whats wrong with it?

  
  

  Do I have to get them to fix it again???

  
  

  Sincerely,
  
  

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

  
  

  Business Response

  Date: 02/08/2024

  Hello,

   

  Yes, I see that *******, informed the customer that she is pre-shipping out a part for the tech to have in hand. This does not mean that she knows this is the issue. It is that the techs do not carry parts so she is just sending it as she thinks this will resolve the issue. We will be setting the customer up for service. We will update the customer with tech details soon.

   

  Thank you

  Customer Answer

  Date: 02/08/2024

   I am rejecting this response because:
  I used to cook every day. It takes for ever to get the part in then I have to wait weeks before they send some one out here to fix it. 
  I want a full refund for the stove$5,000.00includes the stove and having it fixed for propane and insulation. 
  I would like a new stove from them but if something happens again I now see what I would have to go through!

  im tired , I need to cook! I didnt pay for this!

  thank you

  marie 

  
  

  Business Response

  Date: 02/09/2024

  Hello,

  I understand the frustration of the customer, we are working on getting the unit repaired & resolved for her. The appt is set for 2/17 for the repair.