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:10/12/2023

  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.

  We purchased a 48" Hallman stove which we recently took delivery in August 2023 and installed by a licensed general contractor. The burners on the stove simply do not turn on. The only way the burners can be turned on, is by turning the oven to the broiler setting. We've contacted Hallman over the last 3 weeks and they've been refusing to take accountability/assist us in this issue and insist it's an installation problem. We hired a licensed appliance repair company and they told us that the installation is correct and that the stove has a wiring issue. Even though we've provided videos and detailed accounts of the issue and the appliance repair technician's diagnosis, Hallman will not send anyone to look at the issue or take any form of responsibility for the issue. They keep stonewalling by saying "Just follow the activation steps".

  Business Response

  Date: 10/12/2023

  We have informed the customer on several occasions that a licensed general contractor was not eligible to install our range. We require that a licensed electrician install the range because it must be hard-wired. We also require a licensed plumber install the range because it needs to be calibrated. This documentation is posted on the box at delivery, inside the range, and on all tracking notifications sent to the customer. We do not provide full-coverage warranty for customers that side-step this critical and highly technical element of our delivery and installation process. We have notified the customer that we are happy to provide technical assistance and complementary parts for anything damaged due to the faulty workmanship. The customer has proceeded to defame our company and threaten legal action against us directly. We will not put ourselves in a position of liability or blame after these facts. We make it clear to every customer that our Handmade-in-***** stoves are the most technical range installation in the industry. It's comparable to a ******* and requires expert precision and workmanship on the setup. A general contractor should not, and shall not be expected to know how to hardwire and calibrate such a product, hence the strict requirements we have. We have sold more than 50k of these ranges. Less than 1% of our customers make this mistake, but we get 1-2 every month.

  The solution to this problem is for the customer to call their licensed electrician to come fully inspect the initial wiring, read the manual carefully, work with our in-house tech directly on the phone, and re-install the range.

  I hope this helps.

  Please remove the review.

  Respectfully,

  Hallman Industries LLC

• Initial Complaint

  Date:08/15/2023

  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.

  I have been in contact with Hallman for almost 6 months now. I had my range installed and after a few months the spark igniters no longer works on any of the burners. The ovens and the clock still work so I know the electrical connection is good.Despite technicians looking at it and saying the electrical connection is good Hallman is insisting that it must not be and therefore is not covered under the warranty. After looking at reviews online and having my own experience, I'm realizing their warranty is meaningless and many other people are having issues with their ranges not working for long

  Business Response

  Date: 09/05/2023

  ****** we have to be sure your range installation has been corrected then we can help you and continue with helping you get your range fixed.  I am attaching pictures of your hardwire connection and the way the hardwire connection should look (instruction sticker).  Please notice that your connection has no elbow with an arc protector to protect from sparks or bad connection.  If there is a wire nicked from no elbow or the wires running freely into the wall this will cause a bad connection.  Please get this issue corrected so that we can help you with troubleshooting. Once I get the proper installation pictures we can move forward.  Hallman's warranty states that if the range is not properly installed this will void your warranty.  Hallman is willing to help you fix your range but you have to get it installed properly first.  

• Initial Complaint

  Date:08/07/2023

  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.

  I purchased a stove which was delivered in October 2020, with a 5 year extended warranty also purchased. The hinges on the oven door are failing and others on social media have complained of the same issue. Ben ********************** told me in an email that my warranty is expired (which it definitely is not) and told me to go buy WD40 or call a repair man myself. I paid over $6000 for the stove plus warranty and it is only 2.5 years. My online account has been deactivated so Im unable to submit anything online to them. I have communicated via email and they will no longer answer me and will not resolve the issue or honor my warranty.

  Business Response

  Date: 08/21/2023

  Hello and thank you for contacting Hallman. I would love to help you with your matter. Hallman provides a one year manufacture warranty and if you purchase the extended warranty you will have to contact the company and they then send you the parts needed. Here is the phone number www.cpscentral.com
  ************** and email address to the warranty company. If you have any further questions email **********************************

  Customer Answer

  Date: 08/21/2023

  Complaint: 20427132
  
  I am rejecting this response because: I have already communicated with Ben ********************** via email who told me to go get some WD40. He also said my range is out of warranty but I purchased an additional 5 year warranty and purchased my range in 2020 so according to my calculations it is NOT out of warranty. When I explained this to him he stopped responding to my emails. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/30/2023

  Please email me at ********************************** and we will send you a set of hinges for your range at no charge. Hallman provides a manufacture one year warranty and the company that provides all warranty work after the one year is CPS Warranty.  I will list the companies information if you would like to reach out to the company for future reference.  I have also provided our warranty guidelines.  If you would like the hinges please send your response to the above email.  You may also refer to ************************* in the below information.  Thank you. 

  *************************
  *************************************
  Brooklyn, ** 11235
  
  Tel: **************
  Direct: ***************
  Fax: **************

  Customer Answer

  Date: 08/31/2023

  Complaint: 20427132
  
  I am rejecting this response because: you keep saying I have a one year warranty AND I PURCHASED A FIVE YEAR EXTENDED WARRANTY. You should have all the requested information on file, including the proof of professional installation, because it was all sent years ago. I sent detailed pictures AND video of what the current issue is.  My Hallman online account has been deleted or disabled so I am unable to submit anything through the site. I DO NOT want parts in the email. I want my range fixed by a qualified professional under the terms of my FIVE YEAR warranty or I want my money back so that I can purchase a new range elsewhere. You have all the information you need from me when it was all submitted via the online service portal when I first received the range and one of the burners was not igniting. I should not have to submit this all again and its impossible for me to get most of the information without my hallman account. Im not pulling the range out to get a number that you already have. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/26/2023

  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.

  I purchased a gas/ electric range oven in March 2023 for $3000. I also paid an additional $300 for a 5 year warranty.The oven was installed (properly) however it has been not working. The burners go out, buttons become stuck and the fan sounds like there is something caught in it. *** reached out to the company several times and they have told me it is not their fault. They refuse to replace, refund or fix any problems.

  Business Response

  Date: 07/26/2023

  ***** we are sorry you are having issues with your range. I would love to help if you send me an email to **********************************   Hallman has replaced some employees and I am willing to help you if you email to the above. Thank you 

  Customer Answer

  Date: 07/31/2023

  Complaint: 20379198
  
  I am rejecting this response because:
  I have called and I am still not getting through to anyone who will be willing to activate our warranty to fix our issues.  I need a manager to respond by phone ************
  Regards,
  
  *********************

  Business Response

  Date: 08/10/2023

  Hallman understands that you are frustrated and we are willing to help you get your range in working condition. If you email me directly I can take the proper steps to getting a technician to get your range working. Please email me at *********************************

  Customer Answer

  Date: 08/10/2023

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:06/21/2023

  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.

  Everything below happened at 9 months within the One Year Warranty!#1. I originally just wanted the stove repaired. Since it can not be repaired, #2. Then I wanted it replaced.#3. NOW, I want my full $4448.64 plus $59.00 back and get the giant hunk of garbage out of my house. I do not want a new replacement. I don't want to ever deal with this company again!On 2/11/22 I ordered & paid for stove over the phone w/ ****** Because their website wouldnt do my military discount.Stove delivered 2/17/22. Stove crate was opened while delivery driver was here, as per Hallamns specs to verify no visual damage.2/24/22, Peachtree ********************** did install. He and I uncreated stove from carport & moved into house, He removed old 3 wire wall outlet & hard wired stove per ****** and **** via phone call. He verified we had the proper breaker per Hallman specs but didnt agree with them.12/16/22, the left big oven BLEW UP. Immediately called ****** & told to hire electrician.12/19/22, Mr ****** came out, *********************** again verified, per Hallman specs, the install WAS correct BUT didnt recommend Hallman basic specs. ****** stated she would reimburse us for $59 but never did.On 12/22/22 Hallman hired Mr *********************** He AGAIN Verified the install was correct per Hallmans specs BUT agreed with previous contractors that Hallman's specs weren't sufficient.Mr ********************** verified the bottom heating element blew up, broke and got so hot the element arced ****lded itself to the ************ heat plates. After many weeks of attempting to get parts, Mr ********************** attempted repair but was unable to fix. Per Mr ********************** AND ************* from Hallman, stove isn't repairable & should be replaced.I've stated the detailed timeline w/ back up documents, so many times I am going crazy! No matter how many times I do this, & supply all the ****** **** start making progress, Hallman lies again ****'re right back to the install not done correct.Disabled VET on SSD

  Business Response

  Date: 06/23/2023

  Hallman Industries has been working with **************** and this issues has not been able to be resolved.  Hallman Industries has tried contacting the persons that installed the range and no luck.  The range was wired incorrectly and caused the range to melt parts to the range.  Hallman will not be replacing the range but would be willing to replace parts but **************** would have to locate the technician to replace the parts per Mr. ***********************************

  Customer Answer

  Date: 07/03/2023

  Complaint: 20217395
  
  I am rejecting this response because:

  ****** from ********************** is a LIAR! I have been saying this for over SIX MONTHS! She should be FIRED and personally SUED for what she has put me and others thru!
  

  She has repeatedly stated that PeachTree Appliance, the company that did the installation of the stove was Out of Business, that their website was down, that their telephone number was disconnected and the attached NOTARIZED LEGAL DOCUMENT PROVES that she is and has been a LIAR! She is just too **** lazy and ignorant to pick up a telephone and too lazy to send an email and too **** lazy to click on a website link!

  Peachtree Appliance has NEVER RECEIVED ANY CONTACT FROM THAT LIAR ****** OR ANY OTHER PERSON AT HALLMAN! His website @ www.appliancerepairpascofl.com has never been shut down. His telephone numbers have never been disconnected. His BUSINESS has been ACTIVE and in GOOD STANDING for more than EIGHT YEARS! AGAIN, SEE ATTACHED PICS and DOCUMENTS!

   

  ****** personally has put me thru h*** for more than SIX MONTHS. ****************************** the Owner of ********************** Stoves, seems to be too stupid to think that I would roll over and not fight this. He assume that his employees are always correct and accepts their word EVEN WHEN THEY ARE LYING!

  This is proof that he personally has been lied to and coerced into accepting ****** lies as well as all the lies she has told hundreds of other former customers that he refuses to acknowledge. Maybe he wouldn't have an "F" rating with the BBB if he actually took some time to deal with the customers instead of blowing them off and not giving a **** about the customer or his business.

  A copy of this has also been sent to Mr ********************** and all the other employees at ********************** via email that I have been dealing with as well as my legal representation.

   

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

  Business Response

  Date: 05/10/2024

  Hello,

  Our records indicate that *************************** filed a credit card chargeback and received 100% refund for his gas cooking range.

  Our records also indicate that *************************** agreed to have our gas cooking range removed from his home and shipped back to our Texas facility to use for refurbished parts.

  We apologize for the inconvenience the situation caused and wish you best of luck in the future.

  Respectfully,

  Hallman Industries Team

  Customer Answer

  Date: 05/10/2024

  Complaint: 20217395
  
  I am rejecting this response because:
  The company is a scam and a fraud. 
  

  I had to fight for almost a YEAR with this company with. Verbal and physical threats by the owner,  Ben Hallman.

   

  they never did ANYTHING TO RESOLVE. 
  

  after all the abuse and threats, I HAD TO TAKE ACTION! And file with my credit card company.

   

  HALLMANS track record and BBB F rating PROVES MY POINT and they are a threat to future customers and should be put out of business!

   

  I REFUSE TO AMMEND OR REMOVE MY COMPLAINT!

   

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

  Business Response

  Date: 05/10/2024

  We refunded you 100% and removed the product from your home.

  Case Resolved a long time ago.

  Wishing you the best.

  Thank you,

  Hallman Industries LLC

  Customer Answer

  Date: 05/10/2024

  Complaint: 20217395
  
  I am rejecting this response because:

   

  GET THIS THRU YOUR THICK SCAMMING HEAD!

   

  YOU DID NOT-REFUND ME! 
  

  I HAD TO TAKE MEASURES TO TAKE IT FROM YOU!
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/19/2023

  Type:Product 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.

  My new kitchen stove needed a replacement part. Hallman ordered the part, told me to have it installed, and they would reimburse me. The stove had an earlier repair needed, and that time this system worked. I received the first reimbursement in a month.This time I used the same licensed repair service, and had good communication (with *******, via email an phone) up to the time I sent the reimbursement bill (email) to *******, on Aril 26, 2023, and her reply was she would send it directly to accounting.Despite several more emails since then, and attempts via live chat and by phone to make contact, I have not been able to make any contact with Hallman Industries.My reimbursement **** is for $141.83 Thank you for any help you can offer to resolve this issue.*****************

  Business Response

  Date: 06/19/2023

  Hello ************,

  We are terribly sorry that your reimbursement was never issued.  ******* is no longer with the company and the past communications never got sent to where they needed to be directed too.  I have issued your reimbursement as of today.  Your check will come in a white envelope, the check should arrive in **** days.  We are so sorry that happened.  I called and left you a voicemail today stated the reimbursement was taken care of.  Please let me know if I can help in any other way.  Please see the document with the information from Hallmans Bank.  Thank you 

  Customer Answer

  Date: 06/21/2023

  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.

  Sorry to hear ******* is no longer with your company, she was a pleasure to work with before.
  
  Thank you for taking care of this reimbursement for me,
  
  *****************

• Initial Complaint

  Date:05/24/2023

  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.

  Purchased Hallman stove 11-26-22. Arrived in good order. Properly installed and in good working order upon initial use. After 2 uses the large oven ceased working. Contacted Hallman Industries and reported such. I was asked to take pictures and a video to ************** installation and explain what the problem was. I did this on April 27, 2023. I had my installer revisit to insure the initial installation was correct and to the specifications required by Hallman Industries. The installer rechecked the direct wiring hookup, the wiring running from oven to breaker box and the required 40 amp breaker. He found all to be in perfect working order. He also stated it was his opinion as an experienced appliance technician that the thermostat on the large oven was malfunctioning. I gave all this information to ****** at Hallman Industries, and she agreed to send us a thermostat. we were then told to contact them when we received the thermostat so they could arrange for installation of thermostat. Two weeks passed and I did not receive a thermostat. I called Hallman and essentially they asked me to start the **************** again, pictures, video, ************** installation etc. in addition to telling me its not a malfunctioning thermostat. In addition I had not received any response to my emails of the requested pictures or videos. The only contact would be when I called them to check on the status of the repair request. I finally did receive an email today, 5-23-23 requesting the info I had originally sent on 4-27-23 ! I also contacted and obtained the services of a second electrician to verify the correct connections checked by the first electrician. He also found the installation to be correct and to code. He also stated that the thermostat on the large oven seemed to be defective. My oven is under warranty and was installed correctly. All I want is a working oven. Unfortunately this is proving to be a difficult task.

  Business Response

  Date: 05/25/2023

  Hallman does understand the importance of getting your range fixed in a timely manner.  The information that we requested could not be opened in the manner the customer had sent.  ********************** has verified that the range is properly installed and Hallman does not send out parts unless a technician has diagnosed the range first.  Hallman is currently looking for a technician in your area that will work on your range.  Please allow Hallman time to locate the proper technician to diagnose your range.  Hallman has reached out to five technicians and waiting on responses to find dates and times they can come diagnose your range.  Hallman is based out of ***** and is calling *********** for technicians and most techs in your area are working in the field when we call and they will call us at the end of the day.  Hallman hopes to find a technician by the end of this week 05/26/2023

  Customer Answer

  Date: 05/26/2023

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:04/26/2023

  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.

  I reported warranty issues to the manufacturer on 7/25/2022. At first they sent me a document asking me to open up my range and fix it myself. After I told them I was not qualified to do the repairs myself they said they would send someone. I did not receive a response for 4 month even though I tried contacting them on several occasions. During that time I also reported another issue I discovered while preparing Thanksgiving dinner. Finally they responded new requiring photos. It took me some time to get those taken as I was out of the country and the photos required me to coordinate with an electrician to move the oven that weighs several hundred pounds and take photos of the hardwire connections and the open electrical panel. The customer service rep did not indicate any timeline for these photos. When I sent the photos in she then indicated the warranty does not start until they have photos and the photo receipt date was after the warranty expired. These issues were identified and reported far before the warrantee period ended. It seems like Hallman is just looking for a way out of providing warranty service as they do not have a technician to support repairs in ******.

  Business Response

  Date: 04/27/2023

  Hallman started helping ************;******** while her range was under warranty.  Hallman's warranty policy states that our warranty starts the day the range departs from our ***** warehouse.  ********************* range departed our warehouse 12/21/2021.  The first time customer notified ********************** was 07/25/2022. At the time of notifying Hallman customer stated the big oven would not turn on and two burners would not stay on and the timer buttons were stuck.  On 07/25/2022 Hallman requested photos of the Hardwiring of the range (required for any warranty work) Picture of the Gas Regulator (required for any warranty work) Picture of the breaker box show the amperage of the range (required for any warranty work)  I have attached the warranty information stating what Hallman does and does not cover.  On 04/04/2022 ********************* sent an email stating that the only issue was the buttons were stuck. Hallman sent videos and instructions on the easy fix to getting the buttons unstuck as we were still waiting on the photos requested on 07/25/2022. On 12/02/2022 you notified Hallman stating that your little oven was not working (Hallman was still waiting on pictures requested 07/25/2022) On 12/02/2022 Hallman instructed you again that we needed pictures of the range hardwired, the gas regulator and the breaker box.  On 03/14/2023 three months after her letting us know her little oven was not working  ********************* only sent a handwritten note stating that the range was on a 4 prong 220 plug (which automatically voids the warranty as we send instructions stickers on top of each range stating that these ranges cannot be on a plug (but we still are waiting on pictures) At this time the customer was out of warranty for the little oven not working but also the range being on a 4 prong will cause the little oven not to function properly.  Hallman has taken ever step to try and help ********************* but we have to follow that policy and procedure as stated in the Instruction Sticker and the Warranty guidelines and Hallman requires verification of the proper installation before we can provide service work paid for by Hallman Industries.  
  
  
  

  Customer Answer

  Date: 04/28/2023

  Complaint: 19980847
  
  I am rejecting this response because: 

  The following is inaccurate:

  8/15 Hallman was notified that we wanted someone to come and fix the stuck button as it required opening up the oven. They said they were looking for someone to come fix it and then failed to respond for 4 months, and this still has not been addressed.

  12/2  This was the first time we were notified that picture were required and at no point we were given a deadline to have them in by. Taking photos required moving the oven that weighted several hundred lbs and having an electrician out.  This took some time to coordinate.  ******** standard is that a warranty issue should be based on reported date not warranty date.

  At no time was Hallman notified that the range was on a 220 plug because this was never the case.  The diagram send indicated the hardwire connection.  

  Hallman indicated to me that they would not cover any warrantee work due to the date the photos were sent.  

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

  Business Response

  Date: 05/01/2023

  Hallman stands behind our customer service for getting you the help needed to fix your range.  Hallman does have a requirement to provide pictures and proof of the issue you are having.  I have attached the email sent 07/25/2022 stating the requirements for getting a technician. I have also attached a picture of a handwritten note stating the range is on a 4 prong plug.  I have also attached the instruction sticker stating the range must be hardwired and not on a plug.  Placing a plug on the range will void the customers warranty per our warranty guidelines.  Hallman is more than happy to give you the proper documents to get the range hardwired correctly and then if you are still having issues we will get a technician out to fix your range.  As stated above we do require photos of the hardwire, gas regulator and the breaker box as all of these things are necessary to make the Hallman range function to its full ability with no issues.  Once Hallman receives this information we can move to the next step and that is to getting your range fixed.  Hallman will cover the cost of anything under warranty once we receive the documents requested (picture of the hardwire, gas regulator, breaker box)

  Customer Answer

  Date: 05/01/2023

  Complaint: 19980847
  
  I am rejecting this response because:
  

  All required photos were sent to ***************************** @ Hallman 3/26/2023.

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

  Business Response

  Date: 05/18/2023

  Hallman acknowledges your issues need to be fixed and we are willing to help you get these issues fixed.  Hallman has request pictures that are required for service work an we have still not received.  If the customer provides ********************** with a picture of your hardwire connection then we will locate a technician to service your range.  Please see Warranty Page for service work.  Once we receive this we will send a service technician to fix your range.  

  Customer Answer

  Date: 05/19/2023

  Complaint: 19980847
  
  I am rejecting this response because: The issue still has not been resolved. Attached is the picture of the hardwire connection.
  
  Regards,
  
  *****************************

  Business Response

  Date: 05/21/2023

  Hallman acknowledges the range needs to be serviced. Hallman must receive a picture of the unit hardwired before we can send a technician out to repair. Hallman will send a technician out once we receive this document. This document is required in our Hallman Warranty guidelines. Without this document Hallman cannot move forward. This document is required by every customer before we can provide services. Please provide required documents 

  Customer Answer

  Date: 05/22/2023

  Complaint: 19980847
  
  I am rejecting this response because: Photo has been attached
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:03/21/2023

  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.

  I purchased a $3500, 30-Inch Dual Range with the added $200 in extended warranty coverage. It arrived at my house on 3/16/23. As requested, I took photos of the item as it came in and inspected the sides, top, and inside of the range. From what I could tell, it looked good - the original crate was in tact, and there were no dents, cracks, or scuffs. I signed for the item.Once the shippers left, I started taking off the pieces of tape that held down the burner plates laying across the on the top. I was shocked to see that under the tape were scratches and black marks all across the top of the range. Within 10 minutes of receiving the range, I called Hallman. They said to take photos of the damage and email them over. I did, though I could quickly tell it was going to be considered, "my fault." After sending the email with the damages to the top, I opened the range and noticed something in the back corner. There were three screws. Unsure of why they'd be there, I looked up and on the right and noticed three holes where the screws that were holding the interior framing had come out of socket - completely threaded and unquestionably bent. The range interior had looked in tact when inspected because the sheet rack was holding up the weight. Once again, I immediately took photos and sent them to the company. My plumber came over to inspect it as well saying this range is "non-functional." Even Hallman agreed. Yet, Hallman's response to each of my of the phone calls was: "You signed for it, so it's 100% on you" and that I'm out of luck because it's "company policy." I've been told that I have wait ****** days to see if ****, the shipping/logistics company, agrees to cover the loss. Otherwise, I'm out $3700 for a non-functioning range. Quite frankly, it's outrageous.

  Business Response

  Date: 03/21/2023

  Hallman has been in contact with ************* about her range.  Hallman states by email and over the phone to inspect the range for any damages and if there is damages to the range to refuse the shipment, and this was not done as we instructed the customer to do. Once the range is signed for stating there is no damages we have to file a claim with the shipping company and wait to see if the shipping company will honor the claim.  We have let ************* know that this time could take up to 120 days.  ************* has spoken to everyone at the Hallman office and we have all told her the same information that we are working on the claim on her range.  ************* also stated she was going to charge back her credit card as a fraudulent transaction, in lieu of her chargeback she also reported us to the Better Business Bureau. Hallman is taking all steps to help ************* with her claim with **** who is our shipping company.     

  Customer Answer

  Date: 03/21/2023

  Complaint: 19626219
  
  I am rejecting this response because: I have still not be given a guarantee that the company will refund or exchange the range, regardless of the response from the shipping/logistics company, Seko. 
  
  Regards,
  
  *******************

  Business Response

  Date: 03/21/2023

  *************, I spoke with you on the phone today for over 20 minutes about the issue where you signed stating that there was no damage to the range.  I instructed you that after ********************** gets a response back from Seko (if they deny the claim) that I would personally talk to Mr. ********************** about getting you some type of refund or something.  I stated to you that you have to give ********************** and Seko a change to follow our policy and procedures.  Until the claim is paid or rejected we have to follow the policy of both companies.  ********************** has set aside a brand new range for you but once again we have to give **** a chance to investigate the claim and get back with us regarding the responsibility of the customer vs **********************.  Please give ********************** a chance to due our due diligence in following all policy and procedures.  

  Customer Answer

  Date: 03/21/2023

  Complaint: 19626219
  
  I am rejecting this response because: You stated: "I instructed you that after ********************** gets a response back from **** (if they deny the claim) that I would personally talk to Mr. ********************** about getting you some type of refund or something." All I'm looking for is a commitment as to what the "refund or something" means, in writing. It's that ambiguity that has led to this complaint. 
  
  
  Regards,
  
  *******************

  Business Response

  Date: 04/27/2023

  Here is the documentation that we sent to ******************* letting her know that her claim is still being processed.  Per the claims department a claim can take up to 120 days to be paid or closed.  If **** does not pay the claim then Hallman would be willing to split the cost of the part in 1/2 so that you (************) would not be responsible for the whole amount.  I have attached the email from ****** at Hallman letting you know the status of the claim.  I hope this helps.  

  Customer Answer

  Date: 04/27/2023

  Complaint: 19626219
  
  I am rejecting this response because: This is not just, nor fair. It speaks to the lack of care and concern for the customer. I will not be satisfied unless the range is refunded or replaced in full.
  
  Regards,
  
  *******************

  Business Response

  Date: 05/01/2023

  Hallman acknowledges the importance of this matter that you received a damaged range.  Here is Hallman's policy and procedure for this matter. 1.  The damaged was noted to Hallman with pictures after the time from of 48 hours  (Hallman still filed the claim to get the shipping company to approve or deny the claim, customer has 48 hours to notify with damage and this was not done) 2. Claim must be reported by Hallman to Seko for the claim to be accepted or denied, **** has 120 days do deny or pay the claim (attached is the email from Seko Stating their guidelines legally to deny or pay the claim) Claim was filed by Hallman for the customer on 03/17/2023 and Seko has until 07/17/2023 to deny or pay the claim.  I have attached all supporting documents showing that if the claim is approved Hallman will replace the range for you.  If the claim is denied I stated we would split the cost of the parts for you (normally the customer is responsible 100% if you sign the paperwork accepting the range as is) The instructions for accepting the range are on the emails we send out and provide to you.  Hallman will notify you immediately when we receive word back from the carrier regarding the claim.  

  Customer Answer

  Date: 05/01/2023

  Complaint: 19626219
  
  I am rejecting this response because:

  The information Hallman outlined is incorrect.
  
  1. I received the range on 3/16/23 in the afternoon. Within 20 minutes, I both emailed and called Hallman about my concerns with photos. I have documentation and record of this communication, well within the 48 hours mentioned.
  2. Yes, I understand the shipping company needs 120 days to see if they will approve the claim. However, this still leaves me, the customer, with a ***** chance I will be out my $3700, no issue of my own. I had even purchased the extended warranty for $199.
  3. I followed the checklist instructions for inspecting the range. Nonetheless, Hallman will only cover 50% of the range total if the shipping claim does not go through. The company has made itself very clear: Hallman's profits supersedes the customer experience, regardless of the circumstances and who is at fault.

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

  Business Response

  Date: 05/18/2023

  Hallman is still waiting on the claims department of the shipping company Seko, customer was not willing to wait for the claim.  Since the last call ************* made on 05/4/2023 to Hallman ************ stated she has charged back her credit card which means she has received a full refund from the credit card company plus ************* still has possession of a Hallman range.  ************* was also refunded her warranty of $199.00 from Hallman that she purchased from **. Customer has been fully refunded for the range and the warranty.  Hallman 

  Business Response

  Date: 05/10/2024

  Hello,

  We apologize for the inconvenience that COVID caused some of our customers. The factory in ***** shut down 3 times and we worked feverishly for 2 years to fulfill 2200 backorders. During this time, we needed to adhere to strict guidelines on all sides to ensure the company survived through the chapter. We hope that you are now enjoying your range and wish a happy and healthy life. This message is being sent to address any old claims that were unresponded to during that difficult time both in our company and the world collectively. 

  Again, we apologize for the inconvenience the situation caused.

  Respectfully,

  Hallman Industries Team

  Customer Answer

  Date: 05/10/2024

  Complaint: 19626219
  
  I am rejecting this response because: This was not my situation. I was sent a broken range and the company was a nightmare to work with. I ended up going with a different company. 
  
  Regards,
  
  *******************

  Business Response

  Date: 05/10/2024

  Case Closed a long time ago.

  Wishing you the best.

  Respectfully,

  The Hallman Team

• Initial Complaint

  Date:02/27/2023

  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.

  The hob crown flame thing burned up. I called 3x. I need another because the burner doesnt work without it. I cannot find it any where. They dont return calls, have no information how to replace and are generally worthless.

  Business Response

  Date: 02/27/2023

  I first received this information on 02/27/2023 and responded immediately.  I have attached the copy of my response to ******************************  If a customer is under warranty we require proof that the range is wired correctly.  Hallman requires this information to ship parts for free that are under warranty.  I have attached my response and ********************************* response.  Please let me know if you need anymore information.