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:04/16/2025

  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.

  Complaint Details:Business Name: ILVE USA Business Address: ******************************** Nature of Complaint: Defective Appliance, ****************************** Safety Hazard Complaint Description:I am writing to file a formal complaint against ILVE USA regarding a defective ILVE stove (Serial Number: ********, Model: ART. **********/M) and their inadequate response to this serious issue.The problem was initially reported in 2024. Despite multiple service visits and a technicians confirmation of a factory defect that renders the unit irreparable, ILVE USA has failed to provide a satisfactory resolution. The technician recommended discontinuing use of the appliance and shutting off the natural gas supply due to a persistent gas odor and the potential risk of carbon monoxide (CO) poisoning.We have sent multiple communications to ILVE USA regarding this issue, specifically on March 11, March 12, and March 13, 2025, April 4 2025, but have received no response. This lack of communication and failure to address a potentially life-threatening safety hazard is just unacceptable.We initially requested a comprehensive plan for the safe removal and replacement of the defective stove by April 7, 2025. This deadline has passed without any action from ILVE USA.Desired Resolution:We seek the following resolution:1. Immediate acknowledgment of this complaint by ILVE USA.2. A comprehensive plan for the safe removal and replacement of the defective ILVE stove, including all associated costs.3. A reasonable timeframe for the execution of this plan.4. Expenses for meals due to the inability to cook at home, aprox $120 per day (2 or 3 meals for 2 people per day for 1 month) $3,600

  Business Response

  Date: 04/21/2025

  Customer requested service and parts were ordered, servicer provider requested a helper and service was scheduled. service provider had an emergency and had to reschedule service, which the customer was aware of. service provider went out to job on 4/18/25 and completed service which the customer signed off on and unit is working as should. See attached invoice from service provider

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We are writing to formally clarify that ILVEs recent statements regarding our case are inaccurate. **** has access to phone recordings and emails that will confirm our initial complaint was filed in 2023. The company acknowledged the issue and offered a proposed resolution. However, due to significant delays in fulfilling their proposed solution, we exercised our rights under applicable consumer protection laws and formally requested a full replacement of the appliance.
  We have submitted multiple communications notifying ILVE of a persistent and serious safety concern related to our stove (Serial Number: ******** | Model: ART. **********/M). Despite several service visits and attempted repairs, the defect remains unresolved and continues to pose a substantial risk to the safety of our household.
  According to the technicians report prior to the most recent service attemptwhich ILVE should have on filethe unit was determined to have a factory defect and deemed beyond repair. Despite this professional assessment, **** continued dispatching technicians and replacing parts rather than honoring the recommendation for full replacement.
  On April 27, 2025, upon our return home from time off, we were once again forced to stop using the stove and shut off the gas supply due to the continued presence of a natural gas odor.
  To provide further context:
  On April 18, 2025, an authorized technician visited our home and replaced parts within the stove.
  No documentation was signed at the time of service.
  Upon resuming use, the natural gas smellthough slightly reducedpersisted, indicating that the issue was not resolved.
  
  We have been raising these concerns since 2024, particularly regarding the risk of carbon monoxide (**) exposure. As you are aware, ** is a colorless, odorless gas that can cause severe health complications and even death. We refer you to the **** guidance on this matter: *** ** Factsheet, which clearly outlines the dangers associated with ongoing ** exposure.
  Unless ILVE is willing to assume full legal liability for the consequences of inaction, we strongly urge immediate and decisive resolution.
  We therefore respectfully demand the following:
  1.Immediate removal of the defective appliance.
  2.Full replacement of the stove, including delivery and professional installation.
  3.A written plan outlining the next steps and a clear timeline for resolution.
  Given the serious and ongoing safety hazard, we expect your prompt attention to this matter. Please be advised that failure to resolve this issue to our satisfaction will leave us no choice but to pursue further legal remedies under applicable consumer protection laws.
  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *******
  
  
  
  
   
  

  Business Response

  Date: 05/19/2025

  We are currently working with our home office on the next step 

• Initial Complaint

  Date:02/20/2025

  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.

  Purchased a new 60" dual fuel range from ILVE through a local appliance dealer for $9,995.00 and had it installed in a new house in July 2023. Three of the six burners would not light or stay lit and one of the door seals broke in just 3 months. Filed a warranty claim through ****'s claims handler at the time, ******************* in January of 2024. They gave me the run around for 2 months requesting different forms of documentation and would not accept the purchase order from the appliance store, they wanted the appliance store to provide them with documentation showing when they bought it from ****. I also submitted a claim for the burners shortly after this, and I was told by the appliance dealer that **** stopped using Superior in early 2024 and to wait to file a claim with the new warranty handler. I filed a new claim for the burners in June 2024. It has been over 8 months since I filed the claim and **** repeatedly states in the open ticket that they are trying to locate an appliance repair person in my area (this appears to be a common excuse looking at their other complaints). They even asked if I could make suggestions for a repair person, and I have sent them several including who I bought it from as they service major brands. I live on the border of two states with two major metro cities just 30 minutes away from me in each direction. They are asking ME to help THEM find an appliance service provider (when the warranty explicitly states it must be an authorized **** tech. Now, still under the 2 year warranty, the second oven seal has broken and the oven door hinges are failing. There are too many similar complaints in different forums and review sites on ****'s poor quality and even worse warranty handling or lack of honoring their warranty in a timely manner. $10k is a lot of money for an appliance that barely works and is falling apart within the first year.

  Business Response

  Date: 02/21/2025

  Customer was assigned to a ** **** Refrigeration and they will be reaching out to the customer to schedule the service

• Initial Complaint

  Date:02/11/2025

  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 purchased my Ilve oven in August of 2022 from a large retailer, Appliance Connections, who has since gone Bankrupt. It was delivered in December of ********************* February **************************************************************** October of 2024. I reached out to Ilve to file a warranty claim in October and November with no resolve or follow up which I found highly concerning. Finally when my husband reached out via email and phone in January 2025 much more forcefully we were given an official claim and set up with a local repair company. When they came to our home we were then informed we were out of warranty which is by no means the case as this nonsense started when we were under warranty in October of 2024 but **** kicked us down the path until we were just outside of our 2 year warranty. There is apparently an issue with a part that no one seems to have the part number for. Their recommended teach has never even serviced an Ilve range. We have gone in circles for weeks with no answers and had to pay the repair company out of our pocket as apparently **** does not want to honor our warranty on a $9000 oven even though they set up the repair. I would like the oven repaired/replaced so that we can properly use the appliance that by no means should be broken already.

  Business Response

  Date: 02/11/2025

  This customer is out of warranty, unit was purchased in Aug 22 and delivered Dec 9 22. **** provides 2 year manufacturer warranty, service request came in Jan of 25 (see attached) If customer can provide proof she called in October we will be willing to take a look at the call again 

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   It must be standard business protocol to continue lying, which speaks volumes about your company and leadership. The service request did not come in on 1/25 as you incorrectly stated. it was sent on 1/17/25. I know it's in your system and you can see it but for clarity ************ (#*****) and ***** **** responded on 1/17/25. We went with the suggested contractor provided by ***** and they have never serviced our unit and do not know the part number, can't find it on the parts sheet and do not know how to order it. They have been in contact with you and no one will help them. There is no excuse other than terrible business practice, negligent design and poor leadership that this should be happening when the oven is just over 2 years old and costs $9,000. As for questioning my calls I called in October and November and was told I would receive follow up emails which I NEVER did. Hence finally reaching out through the website to hope there would be some level of communication. I'm not sure where you learned your business decorum but one would think when handling clients who can afford a $9,000 stove you would be more mindful. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ********
  
  
  
  
   
  

  Business Response

  Date: 02/21/2025

  Have been in contact with the customer and the ** and service has been set up 

• Initial Complaint

  Date:01/22/2025

  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.

  2/23/2023 purchase date from ****************** (Dealer *** for ILVE USA, LLC.; Invoice #********. ILVE USA, LLC ***: Model: UPDN100 FDMP/A (40" Nostalgie Series Freestanding Double Oven Duel Fuel Range with 5 sealed Burners and Griddle)S/N: ******** I purchased the stove as a part of a remodel, and it was installed i early 2024. I have ***eated contacted ILVE USA since early May 2024 to fix a bad burner that has not worked and is dangerous to operate the gas stove due to significant flare up. **** did attempt to find a service provider in our area (********, **) and the ** (Apex Appliance) is also frustrated in ***eatedly having ILVE send the wrong parts. They are also frustrated dealing with ILVE. They have sent emails with the pictures of the parts needed. I have sent over 25 e-mails (along with phone calls) and most are never returned. The issue is with **** not the Service Provider!

  Business Response

  Date: 01/31/2025

  As per attachments we ordered as per the service provider, we will send a new service provider out to do a new diagnosis on the unit

• Initial Complaint

  Date:12/10/2024

  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.

  We have been communicating with the national distributor for ****, ****************** and **** for approximately one year in an effort to repair or replace our dual fuel range. The range top has one burner that consistently stops and is difficult to light, while the other four are difficult to light but typically stay lit. Both ovens demonstrate an inability to regulate temperature, with food often being undercooked and if you run both sides of the oven simultaneously, the food on each side will be burned on the side that shares an interior wall. This unit is a lemon and I cannot afford to replace it - at almost $7,000 as an initial investment, it should work properly. I have attached emails demonstrating my attempts at a resolution.

  Business Response

  Date: 12/16/2024

  Currently corresponding with the customer and the service provider to complete service. 

  Customer Answer

  Date: 01/02/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  Good Morning,
   
  I am writing in reference to #********. I was not aware that I needed to log in and out of the BBB portal to access messages and at the end of my semester I was grading; there was no time to chase this.
   
  While a service technician came last Friday, December 20th to try and repair my ILVE range, the parts the company sent were incorrect and he did not feel safe using parts with different numbers and a different schematic than he was initially provided. I have attached his report.
   
  Please let me know if BBB is able to assist any further in this matter as my range has not been repaired yet.
   
  Kindly,
  **** *********
  

  
  

  
  
  
  Sincerely,
  
  
  
  **** *********
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 01/13/2025

  We have spoken with the customer and the tech and the correct parts have been ordered and delivered, service provider will schedule service. 

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ILVE Stove on 4/15/2023. The ovens stopped working in June 2024. I filed a warranty claim on Jun 10, 2024 as they come with a two year warranty. They connected me with *** their warranty provided who connected us with a third provider service provider. They ordered three parts that were replaced. The stove still doesn't work and now live is saying they are trying to find a different provider. It is clear the stove is not repairable and now we have an electrical smell coming from the stove when we tried to test it after the service technician left. The stove needs to be removed from our home and replaced.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased an Ilve Majestic range for $7691 from a retailer (The Range Store, ******, **) in January of 2022. The range was delivered in October of 2022. From day 1 the stove did not work properly. ****, per their warranty, attempted to repair the range, and was not successful. A replacement stove was received and installed in June of 2023, resetting the 2 year warranty on the range.I began having problems with the 2nd range in March of 2024 (smaller oven stopped working). Between March and October of 2024, 5 different repair technicians from 2 different repair companies, visited my home over 8 visits trying to repair the range. Both powerboards were replaced 2 times, the thermostats were replaced 2 or 3 times, and the clock was replaced. None of these repairs resolved the problem. On 10/2 ** ********* sent an email to Ilve, specifically ****** ******, declaring that the range could not be repaired.On 10/7 *** ****** replied that she would escalate this to the **************** of Ilve. From 10/7 to 11/4, I have tried to reach *** ****** via email and phone to get updates on this process, and the return of the range. On 10/17, she replied to one of my emails, stating that it typically takes 2 weeks to hear from the *** department.On 11/4, FOUR weeks after *** ****** sent the request to her ****************, I have not received an update. I emailed her on 11/4 requesting an update, and have not heard from her.I am requesting a full refund on this range. Full email documentation is attached.

  Business Response

  Date: 11/08/2024

  This unit is being replaced

  Customer Answer

  Date: 11/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I want a refund, not a replacement.
  

  The range that is currently not working is a REPLACEMENT from the first range I received, which had issues from day 1.

  I have no desire to have a third version of this range in my home.  A full refund is the only resolution to this complaint.  Your product clearly is not reliable or able to be repaired in a timely manner.  

  
  Sincerely,
  
  *** *********
  
  
  
  
   
  

  Business Response

  Date: 11/12/2024

  Customer was offered a replacement, which was refused and she requested a refund. Due to this unit being purchased througha company that is now bankrupt all liabilities must be handled by the bankruptcy court and the customer was sent the info to contact the bankruptcy trustees.see attached 

  Customer Answer

  Date: 11/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The vendor that I bought this unit from did in fact go bankrupt, and there are no funds to issue a refund from the vendor. 
  

  Ilve, the manufacturer of the unit, took over the existing warranties for their products, which apparently only means service and replacement, even after 2 units have failed to work in my home. 
  

  After email communication with ****** I have agreed to a third replacement. However now I am being asked to pay for the removal and repackaging of my unit, as well as the installation costs of the third unit. 
  

  This should not be my responsibility.  Therefore this complaint is not resolved  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** *********
  
  
  
  
   
  

• Initial Complaint

  Date:11/04/2024

  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.

  Bought stove ***************************************************** repair service providers i called them. They refused to service. I am stuck with a 7500 dollar paper weight .

  Business Response

  Date: 11/04/2024

  This customer is out of warranty, manufacturer's warranty is for 2 years, customer purchased the unit 3 years ago. Customer call and asked who we use to service ****** and we provided the customer with the two service providers we use for Oregan. The Range Store and LUWA Luxury Service. 

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Just because the product costing $7499 is out of warranty does not make it non repairable it simply means the Warranty is no longer applicable for servicing.   We have contacted both parties that they have recommended for servicing and both have indicated they cannot make the repairs.   They also recommended **** Appliance Repair
  ********** and ***** *********
  ********** both in ***** who of course due to extreme distance refuse to offer service.   Both the initial service companies are not nearly as far but also refuse service for no reason other than are not willing to.   This leaves us with a $7499 paperweight due to the manufacturers inability to get their servicers to come here to service.   They were willing to sell me this product but willing to offer viable service centers.   I believe the *** frown on this practice here in ******************   We will not accept their response as it does NOT satisfy the offer of making service available to the entire **************
  
  ***** *********
  **********
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 11/08/2024

  we are willing to provide a service provider for the customer, but as the customer is out of warranty, he would be responsible for the charges.

  Customer Answer

  Date: 11/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  We never disputed having charges being paid for by us that has never been the issue.
   
  Regards
   
  ****** *******

  
  
  Sincerely,
  
  
  
  ****** *******
  
  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/04/2024

  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 an ILVE Range approx 18 months ago (unit has a 24 month warranty). It has developed issues with several gas burners. I have contacted the company at least 10x to have them send out a technician and I keep getting stonewalled (I've spoken to Zima, Twitty, and ****). They say they cannot locate a technician in my area and they are still looking. They also keep promising to call me back with updates, which they never do. they are not upholding their end of the purchase agreement. They have sold me a defective unit, which is still under warranty and they are not honoring it. It is not my issue that they are selling appliances into states where they do not have a service network. Any assistance you can provide would be greatly appreciated.

  Business Response

  Date: 09/04/2024

  Spoke to customer, ordered parts needed, spoke to service provider and dispatched call to service provider.

  Customer Answer

  Date: 09/05/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:08/26/2024

  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 cooktop, and the igniters do not work. All igniters continually pop when plugged into power. We have to keep the cooktop unplugged and light it with a lighter. We started reaching out to the assigned company to get a ticket opened around March or April of 2023. Almost a year and a half ago. We did a Zoom call with a service company from ****** so they could see the issue and schedule a tech. The tech on Zoom did not do anything they said he would do, but said he had all the information he needed, and would turn his finding in and we would get a date for service. That never happened, and the service company will not return any phone calls. I started trying to get updates from the warranty company, and they would tell me they are waiting for the results from the Zoom call. Nothing never happened. It is my understanding that the company they were using is no longer in business, but I have been working with **** for resolution. I had to resend everything I had already sent again and open new incidents. I was told now everything is in house with **** and we would get results. That was a lie also, as I still do not have my cooktop fixed. I need resolution, and can send email strings between myself and the **** representative I have been working with. Let me know how to proceed, If I need to file a Breach of warranty complaint I am past ready to do that. Everything has been through phone calls and email, so not really no supporting documents to upload at this time, but can send the email strings.Thanks

  Business Response

  Date: 08/28/2024

  Service is scheduled to be done on Saturday 8/31 with ************** ************, we will follow up to confirm it is completed on Tuesday 9/3

  Customer Answer

  Date: 09/03/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************