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:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Kucht panel ready 36 counter depth refrigerator when performing a full gut and remodel of my kitchen. The screws to attach the panels were not included, but luckily my contractor was able to provide those. Once installed it was noted the freezer compartment was not working. Video chats were completed and the issue was unable to be resolved. I have had technicians at my home every week since the last week of April, and still the issue has not been fixed. Each time I call to inform them the problem is not resolved, they tell me a technician has to come out to the home. At this point I have been living without an operational freezer for 2 months. It was an expensive unit, and additionally custom cabinet boxes and panels were fabricated and installed for this specific refrigerator. I have had to take time off from work or find someone to be at my home each time a technician comes out, without any resolution. At this point I am kindly asking that the unit be replaced with a fully functional refrigerator and freezer. Purchasing a different brand or model would incur additional costs for cabinet modifications and finding a contractor in a timely manner to do the work.

  

  Business Response

  Date: 06/20/2025

   

  We'd like to begin by sincerely apologizing for the inconvenience this has caused.
  That’s not the experience we aim to provide, I'm pleased to report we have issued a full exchange and shipped a brand new Refrigerator

  We appreciate your patience, Should you have any further concerns or need continued support please don’t hesitate to contact us directly at (866) 685-8248
  

  
  

• Initial Complaint

  Date:06/02/2025

  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.

  Ordered K748FDS Refrigerator 05-10-23 from Lowes. Delivered via ***** 05-22-23. Damages noted/pictures by ***** and Customer. Calls made to ******************** regarding damages, also mismatched refrigerator doors, and faulty electronics. Service order #****** was created on 06-09-2023. Customer pursued this order in excess of a year - Ending in ******* with Kucht saying the parts were not available and no time table for when they would be in. 04-29-2025 Customer reached out to ******************** about service order #****** and to request service for increasingly loud fan motor. Kucht told customer **** would call and replace fan. Tech called, was unable to come, no fan motor came. Fan stopped next day causing loss of food. Customer took fan out and got working. 05-19-2025 Customer emailed ******************** ************* about damages to refrigerator, mismatched doors and lack of new fan. Kucht returned email to customer saying Order #****** was cancelled. 05-22-2025 - Customer contacted ********************, talked to ******* about still needing Order #****** and the fan motor as fridge was getting loud noise again. ******* said she would send fan part that day - but no tech to put it in. She told Customer that cosmetic damages are not covered by warranty. Customer requested new refrigerator and was denied. 06-02-2025 - Refrigerator fan died again today. Customer is trying to put in the fan part.

  

  Business Response

  Date: 06/03/2025

   

  Our Management team is actively addressing the concerns be assured we remain fully committed to reaching a satisfactory resolution.
  
  We are in direct contact with the customer and will continue to provide support until the matter is resolved.

  Customer Answer

  Date: 06/12/2025

  
  Complaint: 23409971
  
  I am rejecting this response because:
  The day after I filed this complaint we received our ONLY phone call FROM Kucht.  ******* said on 06-03-25 that we would have a resolution by Friday, 06-06-25.  She has never been heard from since.  Fridge stopped working and warmed again on 06-10-25.  Customer called ******************** again on 06-10-25.  Customer talked to "****".  **** was informed of all the issues Cosmetically (Mismatched Doors, Dents, and Scratches), Electrically (Alarms and Ice Maker does not shut off, Temp readings for Fridge and Freezer not in sync with display) and Mechanically (Evaporator in an ice brick, No defrost cycles working, ********* shuts down after frozen in brick - causing warming of fridge.)  After Customer called ****, **** gave the customer hope that a new fridge was indeed possible.  He said he would CALL Customer by 5 p.m. on ********.  **** never called.  But **** must have authorized the replacement for the mismatched doors because those were shipped via ***** on 06-10-25.  These doors will do no good on a broken fridge.  There has been NO WORKING CLOSELY WITH THE CUSTOMER.  Customer is still waiting for proper resolution.  Replace your Frankenfridge or Refund our money.
  
  
  Regards,
  
  ********* *********

  

  Business Response

  Date: 06/12/2025

   

  A KUCHT Manager spoke directly with the Customer and actively advocated on their behalf.
  The concerns were resolved within days and were currently awaiting the Customers response on how theyd like to proceed with the proposed resolution.

   

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My oven is only 2 years old. Theres a 4 year warranty on it. It stopped working properly a few months ago. It gets way too hot and the temperature inside doesnt match what Im setting it to. I called Kucht and they had me do a conference call with a technician, ****. The technician saw that my oven was too hot and said he would send a part. I called a few days later and customer service said **** stated my oven is within range and doesnt need anything. Although, thats clearly not what he told me. Then, after going back and forth with *******, she said I needed to have another conference call with a new technician. So I had my husband take the call. He said the technician stated they needed to send a technician out to my house and we should wait for a call. A couple weeks went by and I didnt get a call. So I called on 5/12/25. I spoke to ******* again. After looking into my file, she said **** was also the one that had the conference call with my husband and **** noted that my oven is within range and nothing needs to be done. Although this is not what he told my husband. It seems that **** is telling customers one thing and going back to input different notes. So after going back and forth again, ******* stated someone will come out and will call me within 48 hours to schedule. Today, 48 hours later, I called back and I was told that I just need to continue to wait. I asked to speak to a manager. No manager available. At this point, I feel like Im waiting for nothing.

  

  Business Response

  Date: 05/14/2025

   

  We're truly apologize if there has been any confusion. Thank you for bringing this to our attention.
  We are committed to assisting you and will follow up with the next steps shortly.
  Thank you for your patience while we take action to make this right.

  Customer Answer

  Date: 05/15/2025

  
  Complaint: 23328776
  
  I am rejecting this response because:

  I still dont have an appointment to get my oven fixed. All Ive been told is to wait and were working on it. Theres no date or time frame for when I can get my oven fixed. Nothing has been done. 
  
  
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 05/20/2025

   

  The Customer was contacted and has accepted the offered date for Service. Our KUCHT Technician is currently scheduled to this Customer. 

• Initial Complaint

  Date:05/13/2025

  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 spoke with ******* on 06/12/25 and tried to explain to her that the cushion pegs on the top grates were bad and she immediately began to become arrogant and argumentative stating that if I lost the rubber covers on the pegs it was my fault, I told her they had worn out and she asked me to text a picture. ******* then stated that because they had sent 4 pegs in the past that that would not be covered, after minutes of being cut off by her she hung up I then called back and asked for a manager which she never did bring to the phone then she stated that as a courtesy she would try to get a case created to see about sending me the items needed, I reminded her that the range has a 4 year warranty. I will now file a complaint with the ************************** **************************** maybe what is needed is the same as occurred to Zline with. National recall and forced buy back for failing to honor stated warrantys

  

  Business Response

  Date: 05/14/2025

   

  A Manager spoke to the Customer today to address the matter. We sincerely apologize for the experience described and for any frustration it may have caused. 
  Please be assured KUCHT is committed to providing exceptional ***************** We take all feedback seriously.
  I want to clarify that the rubber cushion pads for your range grates were promptly shipped out as soon as the issue was reviewed.
  
  We stand by the Warranty that accompanies your unit, We hope this resolution reaffirms that we are a reputable company that stands behind its products and supports its Customers.

  Customer Answer

  Date: 05/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  I appreciate ******* the manager that called me
  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.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased this stove from Lowes and it was delivered in December. It came with the back panel dented as well as the metal bar along the back of the stove. They sent the bar pretty quickly but it was all rusted. Then, they sent another one which was ok. We have been waiting over 4 months for the back panel. We call at least once a week. Have spoken several times to ****** and she sounds like she just woke up from a nap. No ur***cy to help and she has done nothing to get this to us. Weve called and spoken to other people as well. Our girl at ***** has also called. I *** we ask to speak with someone higher up, there is no one available. Cannot believe that this is their customer service on a $6k stove. I never write complaints, but Im at a loss to get a response. We even purchased the extended warranty so we will be dealing with this for a long time. We also reached out to CEO ******** **** via linked in.

  

  Business Response

  Date: 05/06/2025

   

  We sincerely apologize for the delay, this is not the level of Service we strive for.
  Your back panel is confirmed to ship by 5/7/2025, we're prioritizing your case to make things right.
  We appreciate your patience and are taking immediate steps to improve.
  
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dishwasher started to show E4 code end of January. Fixed it once myself emptying the dishwasher and it worked for a week. Then i call in and they set us up with a video call do my wife and I can fix it under there instruction. We dry up a leak and it works, for a week. So this time the same guy on the video call says hel send up a new pump. This takes over a week to arrive, and then a few days later we finally get a service call scheduled. The guy shows up speaking little to no English. At this time the dishwasher just started working. So he does a video call. Speaking a foreign language the entire time. Eventually i talk to th guy on the video call and he says it is working so they are not gonna do anything. A day after they leave it stops working again. This time Kucht says they will now fly a service tech out to fix my dishwasher. He shows up around a week later, and he notices that there is a small leak possibly in 2 different points and is leading to corrosion. He did his best to temporarily fix it, but parts need to be ordered. 1 week later i still havnt heard from kucht. So i reach out reiterating how frustrated i am with this entire process. I paid alot of money for there dishwasher, and now they are just wasting my time, forcing me to hand wash all my dishes for over a month, while they drag there feet. They claim they sent out the right part and that this time a new service tech will get sent out out once it arrives (at an unknown date and time). I believe asked them right away when they were gonna fly a tech out that it might be cheaper and easier to just send me a new dishwasher since there has been so many issues with this one. They continue to drag things out, i am fed up with how i have been treated as a customer. I would have bought a brand that local service companies would be able to service if i knew how slow and difficult there customer service department was. I want a resolution and a working dishwasher. I dont a want a temporary fix

  

  Business Response

  Date: 04/09/2025

   

  Were pleased to report that this matter is currently being resolved. We initially sent a KUCHT technician to address the concern. Currently one of our department managers is personally working with the customer on a resolution. Please rest assured that we are committed to delivering a positive outcome.

  Customer Answer

  Date: 04/11/2025

  
  Complaint: 23175177
  
  I am rejecting this response because:
   Since filing this complaint, Kucht has sent me a replacement part that may or may not resolve the leak. At one point, they mentioned the possibility of an exchange and seemed close to confirming it. However, that was never followed through. They originally scheduled a technician visit for Friday, April 12th, but later changed it to Saturday. A few hours after that, I received another call informing me that their technician was no longer available and that no other technician is currently assigned to my case.

  Once again, Kucht is dragging their feet and failing to provide a clear resolution. There has been no further mention of an exchange, no updated timeline, and no concrete plan for repair. As Ive stated to both the BBB and Kucht, it is unacceptable to go nearly two months without a working dishwasher especially one that is a year old and cost nearly $1,000.

  While Im capable of basic troubleshooting, I am not a trained appliance repair technician nor am I on Kuchts payroll. The burden of diagnosing and fixing this unit has been unfairly pushed onto me. Kuchts handling of this situation shows a clear lack of urgency and accountability. A product at this price point and claimed quality should not require months of back-and-forth just to get it working properly. Customers deserve better support and transparency than what Kucht has provided.
  For these reasons, I am rejecting Kuchts attempt at resolution. 
  
  Regards,
  
  **** *****

  

  Business Response

  Date: 04/14/2025

   

  We sincerely apologize for any inconvenience.

  We're pleased to report that one of our team members has already reached out to you via email to coordinate the details of your exchange. 

  Thank you kindly.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called, emailed and text Kucht numerous times over the last few months/years. They always say they will do something (call back, send parts, FaceTime to diagnose, etc) but they never do any of those things. We paid over $7500 for a 48 dual fuel range and have had numerous problems, so many that they traded my original range for a newer one. The new one came to me with parts not working properly, they came and fixed it, even though it was not actually fixed. My large oven door is still not closing all the way, one of the light bulbs burnt out after only a few months of having it, my small oven has always been 50degrees off, and the k**** that came with the oven I was informed where the wrong ones, so they sent me the right ones which dont even fit.. and the original ones are literally falling off the k*** holder because they arent the right ones. Now when I call they see its me and say ohh let me give you a call back.. and dont. They are just trying to ride out my warranty so Im stuck with a piece of junk that doesnt work properly. I have a family of 7 and need a working unit, as I make almost everything from scratch, hence why I bought this range. I would love to have a working/functional range with k**** that dont fall off and doors that close, as well as an oven that actually heats to the proper temperature. Thank you for your time, I felt I have no where else to go. If you need photos I can always add them upon request.

  

  Business Response

  Date: 04/03/2025

   

  We sincerely apologize for any inconvenience and appreciate your patience as we work to resolve this matter. 
  A manager contacted the customer today for clarification, we truly appreciate the customer allowing our technician the opportunity to assess the issues as well.  
  
  Im pleased to report steps have already been taken to send the correct parts, the customer will call to notify us when the parts are received. 
  Please rest assured that we are fully committed to a satisfactory resolution.

  Thank you kindly. 

• Initial Complaint

  Date:10/17/2024

  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.

  Purchased a KUCHT refrigerator and it was lost. Then when it was found the company delivered to my address. It was plugged in and never worked. Photos were taken of how damaged the fridge is. Broken vent, vents full of some weird insulated foam, the back of the fridge has what looks like an electrical fire marks burned all over it, KUCHT was informed in emails and phone calls and they said they will escalate it to warranty but have yet to assist in any way. If this isnt resolved I will file a lawsuit.

  

  Business Response

  Date: 10/18/2024

   

  We have no record of a complaint from this person or matching the details provided. 
  Please provide a reference number related to this appliance to support this complaint.
  

• Initial Complaint

  Date:09/24/2024

  Type:Sales and Advertising 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 bought an oven of the brand KUCHT and for the last two years I am keep calling them for issues with this oven until it arrive to a point that the fire department came and say there is leaking gas from the oven **************** is a very bad experience ,they are not patient ,they are not telling the truth they don't listen and the technician also doesn't know what they are doing I don't have an oven already 3 weeks and all of this two years every othe month I called them and it takes two weeks to come and fix

  

  Business Response

  Date: 09/26/2024

   

  We understand your concerns and truly apologize for any inconvenience. However, we must provide some clarity. We've promptly dispatched a technician to address the issue each time we were contacted.
  As discussed on 9/24/2024 KUCHT is currently awaiting the full report from the recent reported issue.
  
  Your safety is our top priority, and we will follow up once the report is received.

   

• Initial Complaint

  Date:09/23/2024

  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 our Kutch oven in the fall of 2022. Since this time, the oven has not been safe to use. We have two small children and the k**** and front door of the oven become extremely hot to the touch and are not safe. Also, the oven leaks gas. Our gas company came out and confirmed a gas leak and we submitted that report to Kutcht but they sent out a technician. They have sent out 6 different technicians who all replaced various parts in the oven only to have it continue to leak gas and be useless. The times it has been on it has been dangerously hot to touch the exterior-Kutcht responded by sending a technician to insulate the knobs-however just yesterday another technician from ****** came out to work on another gas leak and he agreed that the insulation did not work and the k**** and door were far too hot on children. This oven is an extreme danger to my children and the only solution Kutcht offers is to ignore us and continue to send technicians who dont fix anything. We would like a refund.

  

  Business Response

  Date: 09/24/2024

   

  Safety is our top priority, KUCHT has always taken immediate steps to assist the customer whenever we received a complaint. KUCHT has been sure to communicate with the customer to address all concerns at every stage. 
  On September 23, 2024, A Certified KUCHT technician conducted a thorough Safety assessment of the entire Oven. 
  During the visit the technician discovered that the gas leak was not within the Oven but was a result of the INSTALLATION located at the Gas line at the back of the *************************** leak at the Gas line is outside of the Manufacturer's control. 
  
  KUCHT spoke with the customer's husband today and we are currently awaiting his direction on how he would like to proceed.