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Business Profile

Household Appliances

ILVE USA LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Household Appliances.

Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 19 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/15/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 Ilve oven in June of 2023 but it was not installed until November of 2023: Manufacturer ILVE Model ************ Serial ******** Once installed we found that the small oven (there are two in the unit) would not heat. We called Ilve as it was under a manufacturer's warranty at that time and tried to get help. Just getting a hold of them was almost impossible. We had to go through the sales number as no one answers the warranty number. They said it would be a while. No one came until February of 2024. They said we needed a new motherboard. They tried to *************, no reply so they closed the ticket. We called again, this time through the warranty company CPS who were working with Ilve to get it resolved. We finally got another repair person out from *** ********* in April of 2024. This time they said it needed a thermostat not a motherboard. Again, the ticket was closed because **** did not respond. We got them to reopen the ticket and order the part as well as a gasket that had broken on the main oven. The thermostat came, but the warranty company and Ilve won't have them install it until the gasket (still on back order arrives). Now the main oven is doing the same thing and I've tried contacting Ilve and CPS through ******** and instagram. Each send me to the other. I've called and sent emails. I have never had a working oven and Ilve did not follow through on the manufacturer's warranty. The business I bought it from is out of business, *********s Connection. Ilve should give me the $9999.00 I paid for an oven that never worked as they've refused to fix it for 9 months of trying.

    Business Response

    Date: 08/28/2024

    Parts were sent to customer, technician is scheduled to perform service and master tech is waiting for tech to reach out in case of difficulties

    Customer Answer

    Date: 09/09/2024

    Better Business Bureau:

    I am writing to say that Ilve did resolve my complaint.  My oven is working finally, and they extended the manufacturer's warranty another year.

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

     



    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:08/07/2024

    Type:Delivery Issues
    Status:
    Answered
    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 an ILVE Majestic oven through Lowes of Pascagoula (Sales#: ******** ******* Trans#********) on 3/21/22 with delivery on1/9/23. **** has a 2-year warranty from date of delivery. The side oven stopped heating on 7/11/24 and the main oven glass shattered on 7/19/24. We contacted Lowes manager - ******* ******** and was given the phone number ************. Initial contact with **** customer support was on July 22. **** customer service requested an email with specific information. This email was submitted to ************************** initiating ILVE Claim #****. No response from ILVE.Called ILVE Customer support 7/26, 7/29, 7/30, 8/5. Each time customer support stated we would hear back within ***** hours. We received one call back on 7/30 with **** customer support asking for nearest large cities as they were having trouble locating a service technician in our area. We offered ***********, **; Mobile, AL; ******** ** and **********, **. On 7/30 we requested to speak to the ILVE Customer Support Manager. We were told ****** ****** was unavailable, but we could email her and she would get back to us within ***** hours. We emailed her on 8/1. We have not received any response.Initially our request was for service. Now we would like a full refund.

    Business Response

    Date: 08/22/2024

    Central Appliance Repair *************) has been sent out to customer; new glass is being shipped to customer today, see attached label, SC is scheduled to go to customer 8/23

    Customer Answer

    Date: 09/16/2024

    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:

    ILVE has reached out to ************************* and has shipped parts directly; however, the Central Appliance Technician has not yet repaired the oven.  The appointment is scheduled 9/18.  Until then, we are not ready to dismiss this case.  Thank you

     

     

     

     

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


    Sincerely,

    **** *****




     

    Business Response

    Date: 09/16/2024

    Due to the hurricane in the customer's area, the service company was unable to complete the job. The service company is scheduled to visit customer on 9/18/24

    Customer Answer

    Date: 09/19/2024

    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:

    additional parts are required for the side oven.  The technician installed the replacement elements and the side oven did not heat up.  He determined that the safety switch was not allowing the oven to heat.  He is placing an order for this part today. Once the part is received, he will schedule a service appointment to install. 

     

     

     

     

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


    Sincerely,

    **** *****




     

ILVE USA LLC is NOT a BBB Accredited Business.

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