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:03/01/2024

  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 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.e 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

  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 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 .

  m 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

  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.

   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.oing 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

• 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.

   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,

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

  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: 02/08/2024

  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. 

• Initial Complaint

  Date:01/17/2024

  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.

  Purchased a Thor TRF2401U under counter fridge through Lowes in September of 2021. Upon delivery the unit had dents, **** sent a replacement panel, everything was ok until about 6 months ago, the unit will randomly stop cooling which in turn spoils all of the food in the fridge. We have had technicians out (sent via Thor's 2-year warranty) 2 separate times and they cannot find the issue now that the last service call was 1 month before the warranty went out Thor will no longer do ANYTHING to fix the issue even though the issue has been consistent for over 6 months and have had ******* out to try and solve for it while the warranty was still in place. I've called Lowes and have called **** dozens of times and have been on a handful of holds with **** over 30 minutes in length only to be hung up on after not getting to speak to a rep and starting the call process over from point *******'s representatives are unhelpful and unwilling to answer or even return a call. We would like **** to either fix the unit, send us a replacement, or refund since we paid over $1,500 for a fridge that is spoiling our food.

  Business Response

  Date: 01/17/2024

  Hello,

   

  After reviewing the customer case, I do see that we received the invoice with the techs findings that there is no issue with the unit. Also, this customer is out of the ****** warranty as of 9/1/23. And we did offer parts if they were needed. However, the tech said they did not need any. unit is working. 

   

  Thank you

• Initial Complaint

  Date:01/16/2024

  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 under the counter ice maker and had it installed in August/September 2023. It has never produced a single ice cube. We have had numerous technicians (mainly from ****** come to our house to attempt to repair this. It is January 16, **** and that machine is still not working. We speak to customer service representatives with no resolution. They order a new part, it still doesn't fix the problem, and all they do is send someone else. This is absolutely infuriating. When we speak to customer service, they indicate if the service technician deems the unit unrepairable, then a new unit will be sent. I believe on visit #5 or 6, the technician indicated this ice maker is beyond repair. We had visit #8 yesterday. THIS IS ABSURD and THOR SHOULD BE EMBARRASSED.

  Business Response

  Date: 01/17/2024

  Hello,

   

  We have reviewed the customers service claim and Thor will offer a replacement unit to the customer. 

   

  Thank you

• Initial Complaint

  Date:01/16/2024

  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 am rejecting this response because:
  
  I have attached the pictures provided by the technician. As you can see, even when the griddle is set to 300 the thermometer shows different temperatures. I had the tech come out more than 6 times. They changed all the parts and its still not working correctly. 

  Can you request the audio phone call from earlier this week where the Thor representative admitted that the griddle will never reach 450 even though thats a setting. She admitted that her team is aware of this issue. Obviously, they know they are making defective ranges but they argue that the stove is working as it was built. Which again is not working as it should. I just want them to pick up their range and refund me my money because them giving me another defective griddle will lead us to the same problem. 

  Business Response

  Date: 01/17/2024

  Hello,

   

   

  After reviewing this case, it looks like our management team spoke to the customer yesterday in regard to this issue. The techs that have been send out to the customer have all confirmed that the unit, griddle is working as designed there is not manufacture defect with the unit, they can to an agreement that the customer will get her own tech and we will reimburse her if there is a manufacturer defect. Her tech is to call into Thor tech support while at her home.

   

  Thank you

  Business Response

  Date: 01/22/2024

  Hello,

   

   

  The griddle will need a pre heat time of 20 to around 30 min prior to begin cooking for the Stainless surface to come up to correct temperature. Even when the k*** is set to 475 which is *** temp the Surface temp of the Griddle will *** out at around 300 to 320. The temps printed on the k*** are the burner box temps where the sensor probe is located.   The k*** temp is not the griddle surface temp. The griddle will operate around 280 to 320 *** temps depending on where it is measured from. This is normal and is not a defect.   As the conversation the customer had with our CS team, she can get her own tech to come out and call our tech while in front of the unit to discuss his findings. 

   

  Thank you

• Initial Complaint

  Date:01/10/2024

  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 purchased a 48" THOR gas range through ****** Pro Desk in ********, **. ****'s gas ranges are defective and THOR's Service ************************ confirmed on Dec 6 the unit(s) are defective. Ours is off by 75+ degrees on both the left oven and right oven, and takes over 1 hour to not even reach 350 degrees. ****** Corporate and ****** Pro Desk in ********, ** confirmed they can issue the full refund. They simply need an RMA return authorization # from THOR **************** which they do not currently want to provide. We are seeking recourse through THOR Corporate ****************, ****** Corporate ****************, the ********************, CA ************************* and other means if necessary. We simply need a refund, however, this is a much larger issue that all their gas ranges (sold in all states through many distributors) are faulty and 'designed this way'. Consumers are never told when purchasing the units and only find out after installing and using the units to be extremely disappointed. Then to spend an enormous amount of time for a simply refund.

  Business Response

  Date: 01/11/2024

  Hello,

   

  After reviewing this case, the customer has been informed that the unit is working as designed. He needs to follow the steps below and allow the oven to preheat. For a refund this needs to be done through Lowes. ***** is to initiate this with the Thor sales team. As Thor does not sell directly to the customers. 

   

  HOW THE SMALL 18 OVEN WORKS:
  The small oven is a roasting oven, it will run 50 degrees cooler. The small oven is always going to be 50 deg low as that is the calibration of the thermostat for roasting. If you are not going to run the oven as a roasting oven as it is designed. You will want to set the 50 degrees hotter to offset this. For example, if you want an internal air temp of 350 you would need to set the dial to 400 to make it perform as you desire.

  
  HOW THE LARGE 30/36 OVEN WORKS:
  our large ovens are calibrated for convection bake, they are designed to have the fan circulates air throughout the cavity, reducing hot and cool spots that *** cause dishes to cook faster or slower depending on their placement in the oven. If you are not turning on the fan the oven will run 50 degrees cooler. If you chose not to use the fan, then you must increase the temperature ***** degrees to get your desired temp. Also, our ovens take 10 min for every 100 degrees to preheat. The blue indicator light is a thermostat cycle light and not a pre-heat cycle light. Please do not use this light to determine if the oven is preheated or ready to place food in the oven. It can typically go on and off about 3 to 4 times during the pre-heat cycle when the thermostat detects an open and close of the thermostat.

  
   The meaning of Convection bake: A convection oven has a fan and exhaust system that a regular oven does not. The fan and exhaust help blow the hot oven air over and around the food, then vent it back out. As a result, this hot air surrounds the food so that it cooks evenly and more quickly.

  
   Our ovens use mechanical thermostats, and they work on averages not exact temperatures.
  

• Initial Complaint

  Date:01/10/2024

  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.

   I am rejecting this response because:
  
  1) No, we were not updated. Weve been hearing the same thing for two months. It should be coming soon, Ill check, well look into it. There was no communication confirming a check was sent, per this email from yesterday.
  

  2) This check is a reimbursement for the original visit from a technician I found and paid for with zero help from ****, and they sent us the wrong part after (which we found out on the technicians second visit). We still have to have the technician come back out for a third time to actually fix the range. I want confirmation that they will act in a prompt and professional manner when reimbursing us for the second and third technician visits. I will not accept waiting two months to be reimbursed. Once I have that, I will agree to close the case. 

  e're still waiting to be reimbursed from the technician's first visit and the customer service representative has stopped replying to me. I will not have the technician come back out and install the new parts on my own dime not knowing if or when I'll be reimbursed. In addition to the nightmare I've already outlined, now one of the only two functioning burners is making a sizzling noise when we turn it on. The stovetop has also scratched noticeably with barely any use! This is by FAR the worst product I've ever had the displeasure of owning and the worst customer service experience I've ever had.

  Business Response

  Date: 01/11/2024

  Hello, 

   

  After reviewing this case, it does appear that the customer is going to be reimbursed, her check was mailed out on 1/8. She should be receiving it this upcoming week. Customer was also informed of this. 

   

  Thank you

• Initial Complaint

  Date:12/31/2023

  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 am rejecting this response because: this was not disclosed when I purchased the unit-their rep just told me about the temperature issue last week.  ******* said they are including it in the product description now.  
  

  The warranty service person assigned to fix the ovens states its not working right and a new one needs to be sent out.  The washers were not all put back in the unit and the handle was left half off if the small oven.  I have video footage of the repair and their service persons response.  
  

  The unit makes more noises than it did before the service person took it apart.  He admitted he wasnt trained how to work on these units.  
  

  **** has done nothing but reschedule appointments with this sole warranty company for weeks without much success of the service happening.  Ive reported this company as well and will not waste my time anymore with themThor wants another appointment because their rep stated the service person didnt test the ovens correctly.  It took 4 appointments to actually get people here to take the oven apart.

  
  rranty repair company fix the ovens and because after everything Ive been through, the problem is not fixed. The rep from **** said they are aware of the problem with the temperature settings being off by 50 degreesI can only assume this is a design failure. The technician that replaced the thermostats yesterday said he is not trained by **** to work on these units-he was guessing how to access parts. He lifted the range using the oven handle and cause one to come off. The ovens now make more noises than before and Im afraid to use themhe said its probably because its now working right.

  Business Response

  Date: 01/02/2024

  Hello,

  I have reviewed the customers case and concern; this is not a design flaw. The oven is working as designed. Yes, they take 10 min for every 100 degrees to preheat. Below is information on how our ovens work. If the customer is looking for a refund that will need to go through the dealer she purchased it from. As we do not sell directly to the customers. There is no issue with the unit. She needs to allow the preheat cycle to work it's course. 

   

   

  HOW THE SMALL 18 OVEN WORKS:
  The small oven is a roasting oven, it will run 50 degrees cooler. The small oven is always going to be 50 deg low as that is the calibration of the thermostat for roasting. If you are not going to run the oven as a roasting oven as it is designed. You will want to set the 50 degrees hotter to offset this. For example, if you want an internal air temp of 350 you would need to set the dial to 400 to make it perform as you desire.

  
  HOW THE LARGE 30/36 OVEN WORKS:
  our large ovens are calibrated for convection bake, they are designed to have the fan circulates air throughout the cavity, reducing hot and cool spots that *** cause dishes to cook faster or slower depending on their placement in the oven. If you are not turning on the fan the oven will run 50 degrees cooler. If you chose not to use the fan, then you must increase the temperature ***** degrees to get your desired temp.  Also, our ovens take 10 min for every 100 degrees to preheat. The blue indicator light is a thermostat cycle light and not a pre-heat cycle light. Please do not use this light to determine if the oven is preheated or ready to place food in the oven. It can typically go on and off about 3 to 4 times during the pre-heat cycle when the thermostat detects an open and close of the thermostat.
  
  The meaning of Convection bake:  A convection oven has a fan and exhaust system that a regular oven does not. The fan and exhaust help blow the hot oven air over and around the food, then vent it back out. As a result, this hot air surrounds the food so that it cooks evenly and more quickly.
  
  Our ovens use mechanical thermostats, and they work on averages not exact temperatures.

  Business Response

  Date: 01/08/2024

  Hello,

   

  This sounds more like buyer's remorse, as the customer does no like how much time it takes to preheat the oven.  As for whatever washers are missing, we can send them and get this resolved for her. **** will not be refunding the appliances, if this is what is wanted the customer will need to address this with the dealer that they purchased it form. 

  we can move forward with the parts and service. 

  Thank you

  Customer Answer

  Date: 01/09/2024

   I am rejecting this response because:

  Ive already made attempts to have their service team here to fix the appliance.  Now there are more issues.  The service people admit to not being trained to work on this appliance.  Ive lost days of sick time because their service team is not reliable.  This is not buyers remorse, its being sold a lemon with a lemon warranty plan. There also was no information provided before the purchase of their products need to preheat ovens at higher degrees and for such ridiculous lengths of time.  The rep I spoke to on December 28th stated they were adding this issue into their documents.

  The dishwasher requires pre washing of many items because it does not clean dishes consistently too.  
  

  Why should I have to spend days off waiting around for a service team, they claim is trained to fix these appliances, then claim the person didnt follow the correct procedures to test the heating issue in the ovens?  The problem was reported, described to their representative in October.  A service appointment was made.  The unprofessional service person was here and left after complaining he isnt moving the ovens and doesnt know where components are on it because he is NOT trained to work on it.  Parts were ordered.  I called in a complaint about the unprofessionalism of the service person and was told he would not be scheduled to come back to my house.  Another appointment was made to install parts and 2 service people were confirmed to be at the appointment.  One showed up and said the appointment would need to be rescheduled again.  Then, he said hed return in the afternoon, evening with a helper.  He never came back nor called.  The appointment was automatically rescheduled againanother day off from my job.  Again, 2 service people were confirmed againbut this time no one showed up and the company didnt call me.  I wasted an entire day!  Another appointment was madethe service person calls and states hes coming to look at the situation, its only him scheduled.  Its the same person I was told I wouldnt have to deal with againand he reminds me Im to move the ovens.  Later, after Im making more calls to correct another error, he calls me back, tells me to sit down and relax.  He got up in a bad mood but was better nowhis excuse for his unprofessionalism in the earlier call.  Ive now gone through 5 appointments with ************* team and the unit is not working correctly.