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:11/24/2023

  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.

  Our hybrid American Range double wall oven has failed for the fourth time since installed in 2017. There have been multiple failures due to igniters on the gas upper oven and this Thanksgiving the lower electric oven will not reach set temperature. We cannot get any service providers in our area because the oven has to be uninstalled to diagnose or repair. I have replaced 4 igniters myself and this is the first electric oven that has ever failed on me in 45 years of home ownership.

  Business Response

  Date: 11/27/2023

  To whom it may concern,

             Thank you for reaching out to American Range Co., we are sorry to hear about your experience with your oven, now we would like to help resolve this issue your are having, but in order to help, we will need the model and serial number. Also, we will need a copy of your sales invoice to properly register this equipment. You can send this information to ********************************** and we would be happy to register it for you. Once this has been completed we will reach out to our customer and see how we can assist. If the equipment is out of the warranty period I am sure we can help them with parts, but they will need to hire a local servicer to determine the issue and fix. If you choose to reach out to us, you can by calling us at ************ and ask for the service department and we will be happy to assist. Looking forward to hearing from our customer.

• Initial Complaint

  Date:09/01/2022

  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.

  Range Installed 7/8/22 Friday afternoon. Did not work. 7/11/22 contact customer service for call out. 7/14/22, American range approved service shows up, changes circuit board, nothing fixed, has to order a part. Non stop phone calls for over a month with customer service telling us to be patient. We requested a refund on or around 7/29/22 as their customer service kept telling us be patient. We spent over $20,000usd for a non functional range. The final straw is when my wife was shocked while dusting the top. 41 days after installation, repair guy finally showed up to repair range. Of note, since 7/14/22, the non working range sat in middle of kitchen gathering dust. Repair guy finally fixed it, but my wife will not use it as she is afraid of getting shocked again. We want the range removed from our home and want a refund. Sent numerous emails to CEO *************** stating that their customer service has been horrible and the range shocked my wife and want it removed with a refund. He refuses to take ownership of faulty equipment and could care less that his company range shocked my wife. Based on horrible customer service and lack of concern from American Range, we want our money back and range removed. It has been the absolute worst customer service we have ever experienced, and want to get rid of it. It will not be used by us and we refuse to register it in our names. Horrible product and even worse customer service. American Range originally tried to blame installers, but repair man said wire work's from factory was the problem, which explains why wife was shocked. American Range also lied to supplier*********************, that we were happy with repair and are now declining our refund and removal
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/09/08) */
  To whom it may concern, yes, there was a problem with his range. It was very difficult to get collaboration on this, calls were not return to our servicer at the time being, to service this in a timely manor. All in all on our last trip to their home, the wife was nice enough to let us service the unit. The fix was simple, there was a problem with a connection on the back of the unit which was addressed, tested and proven, the wife was present when everything was left in working and satisfactory conditions. We even reset the warranty to be for 3 years vs 2 years, because we feel confident that our equipment are manufactured and designed to enjoy many years.
  
  
  Consumer Response /* (3000, 7, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  American Range is not taking responsibility on their behalf for faulty equipment leaving their factory, they refuse to accept that their product shocked my wife. They purposely slow walk the repairs to get past the 30 day refund period. The repairs took 41 days. Our first request to remove and refund purchase was on July 29th as we realized their customer service was not desirable. They try and point fingers elsewhere but themselves. We do not want their rangev in our home. The final straw was when my wife was shocked by it while dusting it off. She would be the primary user of it and wants nothing to do with it. It is an eyesore to her and she wants a refund. Their so called certified repair guy said it was wired wrong from the factory and more than likely why my wifecwas shocked. Their QA sticker on the back clearly stated it was tested and in good working order, which obviously is a lie. Wecare not interested in an extended warranty as we are not going to use it at all, its been a frustrating issue from day one and we are not interested in dealing with horrible customer service for 3 more years. Their CEO called it jewelry, we call it many different things, but none of them are flattering. We want it gone and our money returned. American Range should have not slow walked the repairs in the first place. Their own customer service department kept telling us to be patient for 41 days. Horrible service for a questionable product. We want it gone. My wife was not happy with the service by the way, customer service is non existing from American Range and is why we want it gone. We called many times, to no avail. We do not want to continue with American Range and we will never recommend or do business with them again. We gave them a shot with our home kitchen first prior to updating our restaurants (6) and they failed miserably from day one. We are thankful we didn't use them for any of the restaurants as we would of had to close for 41 plus days, and tell our staff and patrons "to be patient " remove and refund is the only acceptable resolution
  
  
  Business Response /* (4000, 9, 2022/09/09) */
  In response to the above,**************** wife accepted that the service was satisfactory. Now, the husband from day one wanted this removed and was not happy with the range. We American Range Co. stand behind our product and make sure that our customers have a working unit and is operating as designed and to satisfactory working conditions. I disagree that we and/or our service company did not reach out to him. Every time I spoke with************** I would not get any collaboration to have the equipment serviced, furthermore if it wasn't because of his wife that was nice enough to let us do our job, this wouldn't have been completed and/or fixed. Also, service was on hold because ************* failed to return phone calls to our servicer. When I reached out to ************, so that we can work on his unit, all I got from him was "Get this *** out of my house" We work together with our servicers and customer to be able to perform any type of work on our product. We are always ready to help and take care of our customers. We do apologize for the delay, but in order to help our customers we need full collaboration to be able to get the job done in a timely manor. The delay to complete this service was not American Range Co. and/or our servicer, no return calls were given to our servicer that was ready to complete the service call in a timely manor. If service is required in the future they can always reach out to American Range Co. ************ and ask for the service department.
  
  
  Consumer Response /* (4200, 11, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Quit lying ****** and or *****. My wife IS NOT SATISFIED with your service or your range. I began calling for its removal and refund in late July since your customer service representative. ********* kept blowing us off telling us repeatedly to be patient. Your only so called certified repair guy failed on the first service call, left your range sitting in the middle of a brand new kitchen for 41 days. We tried repeatedly to get YOUR customer service to fix it. I called your service number and your so called repair guy with no luck and is why I referred to your range and service as**************. Why should we accept being purposely " slow walked" to not get our refund? Why would anyone be happy and or satisfied with lousy customer service? Why would I want to continue with horrible customer service? *********, ***** and ****** originally blamed the installers (lie) Changed their talking point now to blaming us for not calling enough? Another lie. All 3 of them tried blaming their only service guy in ***** as well. Only to find out they wired it wrong in the factory, signed the QA sticker saying it was tested (lied), and is the absolute reason why my wife was shocked by it. Definitely the reason neither one of us want it in our home nor will we ever use it. ** failed on all fronts. This range was a test to see if we would upgrade our restaurants with **. Based on horrible customer service, we will never use another ** product or recommend them. We *** NOT SATISFIED with **. They had their chance to repair quickly but chose to slow walk. I'm an Overseas contractor/consultant, if I were home I would have brought it back to their factory myself. Too bad they couldn't get it repaired in a timely manner considering their factory is only 20 minutes from the house, but ********* said they can't do that, have to wait on the only repair guy in *****. We will be satisfied with the removal and refund. We **E NOT REGISTERING that "shocker" range. We don't trust you, your product and Definitely do not trust ** so called customer service. We don't need the frustration