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:06/24/2024

  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 now on my second wolf range with a broken oven. I remodeled my kitchen which finished in Sept 2023. First range has oven that does not heat to temp, I deal with wolf and service and it still doesnt work correctly. Second wolf range again all gas has the same issue, I was also sent the wrong k**** I paid to switch it out for ** as I have zero trust in the all gas range now and used to have the *** I paid in May. I am still without my range. ***************** who was assigned to this is impossible to work with, he told me he doesnt respond to his work email or check it appropriately. Yet he doesnt answer his phone either. He placed the order wrong for the all gas, had to contact him to correct this error. Now the ship date for the ** is confusing everyone involved and he is again unresponsive. I have been without a work oven now since September due to wolf.

  Business Response

  Date: 06/25/2024

  Sub-*********** **** is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly.  

• Initial Complaint

  Date:04/01/2024

  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 own a Sub-Zero refrigerator, which retails for nearly $17,000. We have had multiple issues in which the unit has failed. We have had service representatives out to the house on multiple occasions and also lost an entire fridge full of food at one point due to the failure of this unit. In March 2023, we had another failure and were offered a replacement unit. The company advised there were substantial backlogs and initially told us to expect the unit in January/early February 2024. In late January, we had received no update and reached, at which point we were advised the new delivery timeframe was late February. In March we reached out and were advised the revised delivery was March 13, 2024, which was missed. We then received another revised delivery of 25 March, 2024. As of today, April 1, 2024, we have not yet received any update on this new unit delivered. I have reached out to the service representative on three occasions to be advised that he would look into the delay and get back to me. Unfortunately, we have not received any update despite multiple attempts to contact the service rep through email and telephone. Additionally, when we call the general service line, nobody is able to provide an update on our replacement unit and there are no answers on why every delivery date provided thus far has been missed.

  Business Response

  Date: 04/12/2024

  The new Sub-Zero was installed on 4/10/2024. 

• Initial Complaint

  Date:12/12/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have received zero communication. I have a defective product I paid over 10k for. ***** from escalations is unresponsive. You refuse to allow any trusted companies to work on this from my area. This is consumer fraud I do not have what I purchased. Your local supplier where I made the purchase should deliver the replacement and my trusted installed can install it and we can be done. I didnt purchase a brand new product for over 10k to have hassle from a capitalistic company trying to harm me. 
  
  Regards,
  
  *****************************g with this given the price. Worst customer service ever!!!

  Business Response

  Date: 12/13/2023

  Sub-*********** **** is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly.  

  Business Response

  Date: 12/20/2023

  We will continue to work with the customer to resolve the complaint.

• Initial Complaint

  Date:11/08/2023

  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.

  Purchased a wolf oven 4 years back serial #********. Back in September my oven was heating at a much higher temp than what it was set at. We tested it with an oven thermometer and it was heating over 100 degrees above what it was set at. We called ************ who is the distributor we were referred to by SubZero/Wolf to purchase our appliances from to have their service department come out to repair. Technician comes out to *****, charges us $140 for the service call to tell us the thermostat is bad. He informed us the store would follow up with an estimate for the cost to replace the thermostat shortly. After two months of constant follow up with these guys to get an estimate to get this repaired, they finally tell me the thermostat is no longer available and there is nothing they can do. I call Wolf directly and was told that ************ was incorrect and the part is available as this is only a 4 year oven. **** agreed to reimburse me for the service call charged by ************ and they would have one of their contractors they work with call me to schedule a time to come out and repair my oven. Three weeks go by with constant calling in to find out what the status of this is and nothing. The vendor they agreed to send out has never reached out to us. **** constantly apologizes for this and says they will call the vendor and have them reach out to get this resolved and nothing. Here we are now 2+ months later and still no call from their vendor and no oven. Thanksgiving is coming up in 2 weeks and we have no oven to cook in!! The service from this company is absolutely horrendous! Its like they just don't care and its a shame after spending over $40,000 in appliances with them.

  Business Response

  Date: 11/09/2023

  Sub-*********** **** is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly. 

• Initial Complaint

  Date:10/19/2023

  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.

  [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.]
  
  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 if I receive a replacement ******** Stove Top for the defective one that was sold to me. 
  
  Regards,
  
  ***** Lov-********
  nternal connections and the parts needed would have to be ordered then another appt scheduled for the repair. I have since called Setzers and being that they are not retuning my call, I called Wolf, SubZero, Cove directly. I told the employee how distraught I am about receiving a defective gas appliance that leaks and for the safety of me and my family, I would like the ******** top replaced. When I paid $5,289, I in no way agreed to receiving a defective dangerous hazardous appliance. I trusted that I would be receiving a perfectly safe, usable appliance. I stated that I would like the stove top to be replaced which he stated would not be happening. He said once an appliance is installed they wont replace it and he instructed me to get the repair done. This has caused me extreme anxiety due to the fact that this appliance is extremely dangerous. **** needs to stand behind their product and replace my stove with a fully functioning one not one that needs repairs before being used.

  Business Response

  Date: 10/19/2023

  Sub-*********** **** is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly.  

• Initial Complaint

  Date:06/28/2023

  Type:Product 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 expensive wolf brand coffee maker. Coffee maker broke and wont start/make coffee. Only had for three weeks. Purchased new. Want new coffee maker sent to me under warranty. Troubleshooting didnt work. Need some help,Thanks, ********

  Business Response

  Date: 07/05/2023

  Wolf Appliance, Inc. is very committed to customer satisfaction and takes these matters seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly.