ComplaintsforILVE USA LLC

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally purchased an Ilve Majestic range for $7691 from a retailer (The Range Store, ******, **) in January of 2022. The range was delivered in October of 2022. From day 1 the stove did not work properly. ****, per their warranty, attempted to repair the range, and was not successful. A replacement stove was received and installed in June of 2023, resetting the 2 year warranty on the range.I began having problems with the 2nd range in March of 2024 (smaller oven stopped working). Between March and October of 2024, 5 different repair technicians from 2 different repair companies, visited my home over 8 visits trying to repair the range. Both powerboards were replaced 2 times, the thermostats were replaced 2 or 3 times, and the clock was replaced. None of these repairs resolved the problem. On 10/2 ** ********* sent an email to Ilve, specifically ****** ******, declaring that the range could not be repaired.On 10/7 *** ****** replied that she would escalate this to the **************** of Ilve. From 10/7 to 11/4, I have tried to reach *** ****** via email and phone to get updates on this process, and the return of the range. On 10/17, she replied to one of my emails, stating that it typically takes 2 weeks to hear from the *** department.On 11/4, FOUR weeks after *** ****** sent the request to her ****************, I have not received an update. I emailed her on 11/4 requesting an update, and have not heard from her.I am requesting a full refund on this range. Full email documentation is attached.

  Business response

  11/08/2024

  This unit is being replaced

  Customer response

  11/11/2024

  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:

  I want a refund, not a replacement.
  

  The range that is currently not working is a REPLACEMENT from the first range I received, which had issues from day 1.

  I have no desire to have a third version of this range in my home.  A full refund is the only resolution to this complaint.  Your product clearly is not reliable or able to be repaired in a timely manner.  

  
  Sincerely,
  
  *** *********
  
  
  
  
   
  

  Business response

  11/12/2024

  Customer was offered a replacement, which was refused and she requested a refund. Due to this unit being purchased througha company that is now bankrupt all liabilities must be handled by the bankruptcy court and the customer was sent the info to contact the bankruptcy trustees.see attached 

  Customer response

  11/19/2024

  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:

  The vendor that I bought this unit from did in fact go bankrupt, and there are no funds to issue a refund from the vendor. 
  

  Ilve, the manufacturer of the unit, took over the existing warranties for their products, which apparently only means service and replacement, even after 2 units have failed to work in my home. 
  

  After email communication with ****** I have agreed to a third replacement. However now I am being asked to pay for the removal and repackaging of my unit, as well as the installation costs of the third unit. 
  

  This should not be my responsibility.  Therefore this complaint is not resolved  

   

   

   

   

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

  
  Sincerely,
  
  *** *********
  
  
  
  
   
  

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought stove ***************************************************** repair service providers i called them. They refused to service. I am stuck with a 7500 dollar paper weight .

  Business response

  11/04/2024

  This customer is out of warranty, manufacturer's warranty is for 2 years, customer purchased the unit 3 years ago. Customer call and asked who we use to service ****** and we provided the customer with the two service providers we use for Oregan. The Range Store and LUWA Luxury Service. 

  Customer response

  11/06/2024

  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:

  Just because the product costing $7499 is out of warranty does not make it non repairable it simply means the Warranty is no longer applicable for servicing.   We have contacted both parties that they have recommended for servicing and both have indicated they cannot make the repairs.   They also recommended **** Appliance Repair
  ********** and ***** *********
  ********** both in ***** who of course due to extreme distance refuse to offer service.   Both the initial service companies are not nearly as far but also refuse service for no reason other than are not willing to.   This leaves us with a $7499 paperweight due to the manufacturers inability to get their servicers to come here to service.   They were willing to sell me this product but willing to offer viable service centers.   I believe the *** frown on this practice here in ******************   We will not accept their response as it does NOT satisfy the offer of making service available to the entire **************
  
  ***** *********
  **********
  

   

   

   

   

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

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business response

  11/08/2024

  we are willing to provide a service provider for the customer, but as the customer is out of warranty, he would be responsible for the charges.

  Customer response

  11/19/2024

  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:

  We never disputed having charges being paid for by us that has never been the issue.
   
  Regards
   
  ****** *******

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an ILVE Range approx 18 months ago (unit has a 24 month warranty). It has developed issues with several gas burners. I have contacted the company at least 10x to have them send out a technician and I keep getting stonewalled (I've spoken to Zima, Twitty, and ****). They say they cannot locate a technician in my area and they are still looking. They also keep promising to call me back with updates, which they never do. they are not upholding their end of the purchase agreement. They have sold me a defective unit, which is still under warranty and they are not honoring it. It is not my issue that they are selling appliances into states where they do not have a service network. Any assistance you can provide would be greatly appreciated.

  Business response

  09/04/2024

  Spoke to customer, ordered parts needed, spoke to service provider and dispatched call to service provider.

  Customer response

  09/05/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a cooktop, and the igniters do not work. All igniters continually pop when plugged into power. We have to keep the cooktop unplugged and light it with a lighter. We started reaching out to the assigned company to get a ticket opened around March or April of 2023. Almost a year and a half ago. We did a Zoom call with a service company from ****** so they could see the issue and schedule a tech. The tech on Zoom did not do anything they said he would do, but said he had all the information he needed, and would turn his finding in and we would get a date for service. That never happened, and the service company will not return any phone calls. I started trying to get updates from the warranty company, and they would tell me they are waiting for the results from the Zoom call. Nothing never happened. It is my understanding that the company they were using is no longer in business, but I have been working with **** for resolution. I had to resend everything I had already sent again and open new incidents. I was told now everything is in house with **** and we would get results. That was a lie also, as I still do not have my cooktop fixed. I need resolution, and can send email strings between myself and the **** representative I have been working with. Let me know how to proceed, If I need to file a Breach of warranty complaint I am past ready to do that. Everything has been through phone calls and email, so not really no supporting documents to upload at this time, but can send the email strings.Thanks

  Business response

  08/28/2024

  Service is scheduled to be done on Saturday 8/31 with ************** ************, we will follow up to confirm it is completed on Tuesday 9/3

  Customer response

  09/03/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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,
  
  **** *****
  
  
  
  
   
  

*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. ↩