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:07/02/2025

  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 a **** appliance package (Fridge, Range, Hood, Drawer Microwave, Dishwasher, Wine Cooler) on 6/5/2023 as a part of a home renovation project. The appliances were delivered on 6/29/2023. The appliances remained indoors in the packaging until they were installed in August 2023. The project was not completed and turned over for beneficial use until November 2023 when the appliances were put in service. The **** TRF3601FD refrigerator had periodically had error code E6 on the control panel after any brief power loss. Most of the time, when I removed power and then re-powered it after 5 minutes, it would clear. During the week of 6/1/2025, it occurred but the error persisted. I contacted **** on 6/8/2025 via the website and their response was that because the unit was out of the 2-year warranty period from the purchase date (by 3 days), and that there was nothing they could do. They advised me to seek assistance from a service technician. It was unfortunate that under the timeline and circumstances with such a large purchase that the company would not stand by their product. The simple resolution would be to repair the issue at hand. I described that the unit otherwise worked, but the control panel malfunction and error was still present. I would not recommend **** as a suitable company to do business with or feel comfortable recommending their products because of their position. I selected **** based on the products and comparing them to other manufacturers but now realize I should have went with a competitor that would have stood by their product.

  Business Response

  Date: 07/11/2025

  I have contacted the consumer to discuss further action. Assistance will be provided. 

  Customer Answer

  Date: 07/15/2025

  It has been 24 hours since I received this notice from the BBB. Since filing the complaint to date, **** has not contacted me via mail, phone, or email to discuss any further action as indicated in their response as stated below:

  MESSAGE FROM BUSINESS:
  
  I have contacted the consumer to discuss further action. Assistance will be provided.

  I will wait longer if needed for resolution, but they have not made contact with me since providing that response to the BBB. I look forward to any assistance they are willing to provide but until then there has been no acceptable response from them. 

  
  

  Business Response

  Date: 07/17/2025

  Called and left consumer a voicemail to the telephone number ending in 9506. Also, sent an email to the consumer requesting a call back to discuss the matter further and to advise assistance will be provided. 

  Customer Answer

  Date: 07/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.

   

  Thor engaged the services of a local appliance repair company to replace the required parts under warranty to fix the problem. As of now, the fridge is working. I am glad they were able to resolve the problem under the circumstances. 
  
  Regards,
  
  ******* *******
  
   

  
  

• Initial Complaint

  Date:06/12/2025

  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 purchase a **** drawer microwave in ***************************** place. The microwave has quit working. I called to have a repairman sent out. I have spoke with the department several times. Every time I check in, they tell me they cant find a repairman. At this point, I would like a replacement or reimbursement.

  Business Response

  Date: 06/26/2025

  CS supervisor called and spoke with the customer and advised if service cannot be provided, the option for a replacement would be considered. 

  Customer Answer

  Date: 07/02/2025

  We have been dealing with **** for a while now. We have asked over and over for them to give us a timeline of how long they plan to look for a service technician, and they refuse to respond. Also, a replacement shouldnt be considered, since it should be a given under warranty. Every time we call, they are in a meeting, at lunch or some excuse. Now, they said that they tried to call us, but we didnt answer, Not true. We are even answering spam calls to make sure we dont miss their call. They have already said they cant find anyone to work on it, so they are purposely dragging ithis out. We would like a replacement, since they cant find anyone. 

  Business Response

  Date: 07/10/2025

  The consumer has been offered a replacement unit, and he has accepted it. The service claim has been closed. 

  Customer Answer

  Date: 07/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have sent me a replacement and satisfied the warranty.

  
  Regards,
  
  ****** *******
  
   

  
  

• Initial Complaint

  Date:06/07/2025

  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.

  We purchased a complete professional Thor kitchen package for our new home. Right after installation, the refrigerator started throwing an error code and beeping about every 15 min especially throughout the night. Sometimes the beeping lasts hours. We called **** and they directed us to a website to complete a service request. We did that and heard nothing. We got on again after a week and requested an update. They responded about a week later saying they were waiting for someone to pick up our service ticket. We waited another week and asked for an update. They said they found someone but they require a payment up front and asked us to pay it and they would reimburse us. We said no because this is under warranty so we shouldnt be paying for it. They finally sent the name of a company that would be coming. We had multiple confirmations of the appointment. My husband took off work for the whole day. He got a confirmation again mid day, then at 4:30pm got a cancellation with a rescheduled date of 2 weeks out. When we called the company to get an earlier appointment it is an all Ai system and they had no appointment for us (past or future) even when entering the appointment code provided. We reached back out to **** with no response back. My husband even asked if they could just tell us which sensor it is that is defective based off the code it is throwing so he can replace it himself and they said no. We have been kept up at night and had beeping all day. We are embarrassed to have people over to show them our new house because the refrigerator is beeping all the time. I cant afford to buy another refrigerator, but need this fixed. It truly feels like this whole company is a scam.

• Initial Complaint

  Date:05/20/2025

  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.

  This company is giving me the run around. I have called and emailed several times and asked for a manager and I am being told there is not one. Even though I did speak to a manager last when I had this same exact problem with my oven by the name of ******* *****. The technician that just left my house informed me that the same exact part that was "fixed" last year has to be ordered again and replaced. I was told that it will be 5-7 business days and when I asked about over night it the part they said they could not. This company should shut down. My oven cost over $3,000 and has not worked properly since we got it. It has become a full time job for me to continue to seek assistance and to ask for a manager to help resolve this issue in a timely manor. The representatives are dismissive and lack little to no knowledge about the company they work for. I do not want to work with the company any more and would like a full refund for the defective oven that I purchased.

  Business Response

  Date: 06/26/2025

  The customer was assisted with service. The service was completed on 06/20/2025. 

• Initial Complaint

  Date:05/20/2025

  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.

  We bought a **** oven from Lowes in October of 2024. Right away, it had programming issues with crazy codes that made no sense (even the technician didn't know what they meant) and buttons you could barely push to change the temperature or time. There is no functioning clock (which ****'s IT **** later told me is true for every single one of this model...who sells a 2K oven w/o a clock...which was never disclosed to use when we bought it). They replaced the control panel once, it still doesn't work. The oven began to melt and bubble at the bottom, which they then tried to accuse us of causing with foil. First of all, we don't use foil in my house and second of all...who puts foil on the bottom of an oven. Whatever material that is that melted so easily after a month of use could be harmful to my kids, my husband and me. They tried to say that "our use of foil", which they completely made up, voids the warranty. After much debate and going back and forth with them many times, they said they would replace it with a new one. I said I don't want another of the same oven. I would never want an oven w/o a clock in the first place. Plus, it would probably have the some control panel issues as the first one. Then, they said we could get a refund from ****** after an "RA" form is completed by ******. ****** has told us many times that **** must submit RA/refund documentation to ******, not the other way around. I have called **** multiple times to request that an RA document be sent to ****** so we can get our money back and they never call me back. It is May, we have had issues with our expensive new oven since October and they have the most horrible customer service I have ever encountered. We spent a ton of hard earned $ on their oven, that has been working improperly since Day 1 and they tried to find or make up any excuse they could to get out of refunding it. All I ask is that we can return it and get the $ back that we spent a couple of years saving to pay for it.

• Initial Complaint

  Date:05/19/2025

  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.

  Bought this stove a couple years ago. Last year, the oven known broke off suddenly and it was obvious once broken that it had been broken prior to being delivered and was glued together Yesterday, suddenly two of the burner k**** were sticking. One loosened up but would only turn on and off, and the k*** for the largest burner would not turn off, so I had to turn the gas off to the stove and now have no stove *********** has so far been unhelpful and has magically lost all my information related to prior claims

• Initial Complaint

  Date:05/13/2025

  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 ordered and installed a **** Range **** in October of 2023. In January of 2025 I reached out to **** informing them that the lighting no longer works. They told me the part was $62.50 without shipping costs and that if I pay it, they will send it out right away. I reminded them I was under warranty and submitted a warranty claim. Thereafter, for almost 4 months now, **** is claiming the part is backordered and that they will let me know when it is in stock to be installed. I believe it is unreasonable to make a customer wait 3+ months for a backordered part. They can take it out of another unit, or reinstall a new unit or offer some other solution, but making a customer wait this long on a backordered part that malfunctioned while under warranty seems like an unfair business practice.

• Initial Complaint

  Date:04/17/2025

  Type:Product 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 a range from Thor Kitchens in ****** which was delivered to me in November 2024. It came to me with some features not working. I submitted a claim back in November 2024 and I still do not have a resolution to the problem. I paid an additional fee to the **** repair subcontractor, for milage so someone would come to fix the range. The issue is not resolved. Every time I contact ***** I get the same response, that they are waiting to hear from the company that provides subcontractors to find a technician. I have also been told many times that the matter will be escalated but nothing happens. I am also not able to speak to any mangers or given the name of senior people so I can escalate the issue myself. At this point my belief is that they are waiting for the warranty period to expire. I am only looking for a repair or replacement of the defective product.

• Initial Complaint

  Date:04/15/2025

  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.

  We bought a **** Dual Fuel Range from ****** on 3/26/24 for $3,128. Was delivered April 2024. On 2/20/25 oven stopped working. **** was contacted on 2/20/25. A repair was scheduled for 2/25/25 with ******************* by ****, then rescheduled by ***** to 2/24, then cancelled/rescheduled to 2/26. On 2/26 a ***** tech came out and said he would have to reschedule because he could not move oven to see behind it. ***** appt was scheduled for 3/4, I moved oven out the morning of this appt. and all following. At 12:01 PM on 3/4 I received a text that job was complete though no one had shown up to my house for the repair that day. After many phone calls, emails, and texts to **** and ***** I was able to get another appt. for 3/17. At 11:59 AM on 3/17 appt was canceled by ***** and rescheduled to 3/20. On 3/20 a ***** tech came to house and placed order for two oven parts with ****. We received one of the parts in mail on 3/27. I contacted **** about the other part, they said it was on backorder, but they had one and would send me a tracking number. On 4/14 I called **** and they said part is on backorder (again). I asked for a refund or replacement for range. They said my case would be sent to escalation. I do not feel like this is a trustworthy company. It's been 54 days with no solution. Each time an appt is scheduled from 8AM-5PM causing us to miss a total of 5 full days from work. 14 phone calls to ****, 5 calls to *****, and 1 to ******. ****** was no help, but I did learn we could request a refund authorization from **** to get our money back, which I have requested. Over 30 text messages with ***** and 20 emails to **** and 20 emails with *****. I have never received a phone call back from ****, even after making a request. **** has poor customer service, poor communication, poor repair capability and lack of concern for the customer. I am requesting a full refund for my original purchase price.

• Initial Complaint

  Date:04/08/2025

  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 entire THOR kitchen appliance package for my new home, upon installation of the microwave we discovered it did not work. I contacted **** and they sent someone out to look at it, this was in February, they are saying that the part it needs is on backorder and they have no estimated time this will be repaired, I need this product or I wouldn't have purchased it.