Complaints

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a HESTAN cooktop (Model: KGC30) on 10/23/2023 with a 3 year warranty.The cooktop was not installed until February 2024 due to the remodeling being done to the house.The cooktop has been in use on and off for approximately 6 months. A dark ***** spot appeared on the back left burner side and a lighter ***** spot on the rest on the burners. I reported this issue to HESTAN customer service on 9/11/2024 and they requested to send pictures of the dark spots, burners on and off as well as the regulator. all pictures requested by Hestan were sent.On 10/02/2024, I received an email from *** ****** ( Technical Advisor, Hestan Commercial Corporation - ************************************************** *******, ** *****- ************) that mentioned the following:Thank you for sharing the photos of the flames and regulator of the cooktop.I understand your frustration with the staining of the drip pan however cosmetic issues are not covered under warranty. The pictures show normal flame size and aspect that indicates your unit is working properly. My question is if the unit is working properly why are all the burner flames are discoloring the side of the drip pan. I was told prior to buying it, that this is was a high end cooktop and would not have any problems .I have included a couple of pictures. Is a bit hard to see the discoloration, but by looking at it in person it is very noticeable.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We purchased a Hestan Freezer Column (18) as part of our build from ******************** located in ******************, **. We paid over $8,000 for the freezer. It has been having issues since we purchased it and we have had service out multiple times to try and fix the issues. The freezer issues include the following: the electric panel shorted out and ever since we cannot control freezer temperature, make ice, or able to utilize any of the functions of the electric control panel. It has stopped working out of the blue, spoiling food, and then just turns back on. Also, we have large amounts of frost accumulating in multiple spots around the door. This has basically made the freezer unusable for daily use. Hestan has been informed about these issues for months and to date, has come up with zero solutions to fix this problem. Resulting in this formal complaint.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a very expensive Hestan stove/ oven and refrigerator/freezer.It's been a year, and I have only had problems.Fridge/freezer 1st, they sent me two freezers instead of a refrigerator, and it took 8-plus months to replace it with the right refrigerator with no compensation.Once installed, the ice maker did not work.They sent out technicians 3 different times and changed parts on a brand new product and after 2 months it's broken again.Stove/oven There are 2 ovens and the larger one was malfunctioning since I started using it. They sent technicians who could not figure out the problem. Wrong parts were sent after repeated follow-*** and finally it seemed like it was working.But after about a month and a half when I actually used the large oven within half an hour not only did it start malfunctioning so did the smaller one. It is still broken.I have documentation and videos of all.I need a replacement of a refund.It is invredibly frustrating for a premium product with a 3 year iron clad warranty to not work.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In August 2022, I purchased a KRG485GDNG Hestan 48 ********************* Range for $15,000. When it was delivered and installed in Nov 2022, the small oven immediately did not function correctly and even shot out fireballs when opened following the pre-heating phase. There was in incredibly strong smell of gas emanating from both the small and large ovens. Over the course of the last 12 months, Hestan has sent out 8 service calls to try and repair the oven and there continues to be an overwhelming smell of gas from both ovens. With an infant and young child in the house, we can't even use the ovens with them in the room due to health hazards. The ovens both continue to leak gas and the repair technician stated that he detected leaking gas from the oven and that this was likely a design flaw. After reaching out to Hestan 4 more times, I was finally to get a response where they could only offer an additional year of warranty. Our warranty isn't even expired at this point. The fundamental problem is that Hestan can't even fix the range even while it's under warranty. This oven has been broke since the day we received it.The time for repair is over and negotiating with Hestan is over. At this point, I will only accept a return and refund of this range. As a next step, I will be pursuing a legal claim under the Song-******* Consumer Warranty Act, which covers appliances sold in **********.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I ordered a Hestan 30" ******* Range, 4-burners KRG304-LP-BG on 6/29/21 through ********************************** in ****, **; it was installed by ******* **** on 1/18/22. We have had multiple problems with our oven, starting within 2 weeks of installation with incorrect temperature, light malfunctioning, and the motherboard failing. The oven has since failed numerous times. I have been without a functioning oven for 24 weeks in the past 2 years due to a variety of problems, time needed for diagnostics, ordering parts, scheduling repeat service calls, etc. I have sent emails 1/2/24, 1/17/24, 1/28/24 to Hestan service **** and customer service. I have spoken to two members of their service department (1/5/24, 1/12/24, and 1/23/24 while the ** service technician was here, who have said they would escalate my concerns to management. I have left voicemails for the service supervisor on 1/18/24 and 1/26/24. I spoke with the head of **************** on 1/26/24 who assured me he would take this to management and get back to me. After this conversation I sent an email to him (head of CS at Hestan, ***************************) on 1/28/24 recapping our conversation and outlining all problems and communication that has occurred. I followed up and left two voicemails for ***** (2/2/24, 2/6/24). I have sent documentation of all service invoices and calls. The local sales person at ** contacted the Hestan rep ******************************* who called me on 10/17/23 and said he would request an exchange. The service **** at ** and the service techs at Hestan have all agreed this range should be exchanged/replaced. I have not received ANY communication back from Hestan regarding the status of my concerns. I am appalled at the unreliability of the product and the complete lack of communication, customer service, and attention to these repeated problems. I have lost all confidence in Hestan. My oven is working this moment, however I know it won't last. I have a "lemon" that needs to be replaced.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Hestan Range from Appliances Connection on 5/22/23, and it was delivered 6/2/23. One reason I chose this range was the rebate offer for Hestan Nanobond cookware. The rebate was to ***********-8 weeks to process. I have attached the purchase order, delivery documentation and email from Hestan stating "The claim process *** take up to 6-8 weeks to verify, process, approve, and distribute your rebate funds."I did not submit my claim until August because my mother had a stroke and I moved from my home in ********* to *********** to care for her. This is relevant to explain delays on my part. She passed away on 8/30/23.I checked the status of my claim on 9/15/23 and discovered that it had been denied because the invoice I provided did not show that it was paid in full. I provided the required information 9/11/23 and followed up on 9/15. I was not notified the claim was denied, nor had the status of the claim changed to "accepted" by 9/15/23 when I followed up again.On 9/26/23, my claim was considered submitted and I was told to wait **** weeks for processing. I followed up after 8 weeks via email and was told that I should check back after 10 weeks, which I did. Email documentation is attached. I followed up in week on 12/11/23 (11th week) and did not get a response. I followed up again 12/14 and received a response saying that they escalated the matter. On 12/28/23, I called to ask why the website still showed that the claim was being processed. After an hour on the phone, I was told that claim was approved, although the website did not indicate so.Email received on 12/28 stated that the rebate had been approved and that it would be an additional **** weeks before it would be paid. I emailed them 1/17/24 and next day was told they escalated the matter and would get back in 5 days. I followed up again 1/25/24 and still received no response. There is a deadline applicable to the process of 4/1/24. I fear that they are attempting to "run out the clock" on me. The website still shows that my rebate application is not approved. You can see this at hestanrebates.com, *** Start my Claim, entering reference number: #MQKFLGYV65 and my email, ******************** Sorry for going long!

  Business response

  02/05/2024

  *******, We apologize for the inconvenience that this rebate has caused you. We have sent your information over to our rebate department to check the status and we will send you an email with a status update. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered and paid for Hestan Appliances in March of 2022. The estimated time of delivery was 5-6 months. First promised Aug 2022, then November, then December, then March 2023, then August, then November, until now...December 2023. I was directed to Hestan by their distributor based on the 5-6 month delivery time. I received most of the appliances in December of 2022 (Range, dishwashers, ovens, micro, wine column, etc). The Refrigerator Column and Freezer Column were delayed. The Refrigerator column finally came in July 0f 2023. The Refrigerator, Freezer and Wine Columns are an ensemble, which the cabinets were built to specific size to accept. All three appliances get cabinet panels to match. Hestan's solution was to refund the money on the Freezer. This obviously is not possible without pulling out and replacing the cabinetry, costing over $20,000 dollars. Hestan's distributor was ***************************, who no longer manages the territory. They promised to refund the money ($9,959.19) on undelivered appliances since August of 2023, so I could pay new distributor (Milestone) for the missing Freezer column. *************************** claimed they had merged with Milestone, another distributing company. Actually, ******* ******** lender has now issued a formal intent to foreclose, and they are not sending the refund check. Hestan has been silent thoughout the delay, and has caused this entire situation. All of this is documented by emails. My demand is 1) delivery of Freezer Column in December as promised, 2) Refund of hood blower cost not delivered ($2,386.67) and 3) Store credit of Hestan Nanobond Cookware set for my inconvenience.

  Business response

  12/06/2023

  Hello **************, 

  Thank you for reaching out to Hestan Commercial Corporation. Were truly sorry for the inconvenience youre experiencing with your Hestan product and / or service, and want to reassure you that resolving it is a top priority. I have sent your information to the appropriate people and we are trying our best to resolve this issue as soon as possible. We appreciate your patience and thank you again for your business. 

   

  Thank you, 

  Hestan Commercial Corporation 

  Customer response

  12/06/2023

  The response does not address any of the demands, nor provide delivery timeline of Freezer.  It has been 18 months since payment, we have been in our home for 8 months without a freezer.  The cabinets and panels were specific to the Hestan products.  The inability of Hestan to deliver, or provide estimated delivery timeline, will cause the replacement of cabinets and the already delivered refridgerator and wine columns costing tens of thousands of dollars if not remedied soon.  I'd rather Hestan deliver the freezer.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On behalf of another, reaching out to pressure Hestan Commercial Corporation, located at ****************************************************************** to keep to their warranty agreement and replace a residential oven bought 4/07/22. Model: Hestan KRG365-NG. The cost was over $9500. Bought from an authorized retailer.This is after a few times of the oven simply stopping to work and the same local authorized repair technician scheduled to come fix it. (Each of those times the issue included the oven not working, but not exclusive to.) The warranty holder believes there was something defective about the oven from the beginning - it broke down shortly after being used for the first time; the same issue has repeated itself after being used on high for several hours. The first emailed warranty claims request was May 16, 2022. (A few weeks after installation.)It took over 5 weeks for Hestan to communicate to their repair worker and for the right parts to get delivered before the oven was functioning. __In the most recent attempt at warranty claims, we submitted the issues and warranty info through a letter sent to Hestan Commercial Corp. requesting a replacement, as we believe the unit to be defective. (Email: @ *************************************** The email was sent October 25, 2023, after speaking to a rep by phone.Follow up email on November 8, 2023. In the letter, the issues of the oven/ range were defined, the history and proof of purchase was conveyed, and expectations for resolving our claims against them. The letter included the date we expected All Issues to be resolved by: November 22, 2023 (20 business days from the conveyed letter.)We stated, lastly, that we expect the replacement to be delivered by Thursday, November 30, 2023. There have been no replies in response. ___We desire Hestan Corp to honor our warranty claims without resorting to warranty arbitration through the ******************************** or through JAMS. We plan to initiate arbitration if no response.

  Business response

  12/01/2023

  Hello ****, 

  I hope this email finds you well. On behalf of Hestan Commercial Corporation, I sincerely apologize for the experience that you have had with Hestan Range. I have informed our service department of the issues that you have been having and someone has reached out to you to help resolve this issue. Again, we do apologize for this inconvenience. 

  Please let us know if you need any further assistance or information. 

   

  Thank you

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 11, 2021, I purchased a Hestan KRG365 36" ***************************** Range with dual-flow burner system, a Hestan KVL36 36" Under cabinet liner hood, and Hestan authorized installation for a total of $8,173.55. This was through ******** Appliance in ****** *****. Upon first use of the range in Nov 2021, the oven drastically overheated the rangetop and range top dials to a dangerous level which tripped the internal oven breaker. I had some delay in reporting this to ******** Appliance but they came to troubleshoot the oven and just reset the breaker. The oven overheated again and the breaker tripped again. Upon contacting ********, they sent another companies authorized Hestan repair person that then spoke to Hestan and determined the venting at the top back of the range was defective and would require the range top to be replaced. This final trouble shooting occurred in April of 2023. We still have not received any contact on replacing the range top. I have an $8200 range/oven that is a fire hazard and subsequently we have not used the oven for 2.5 years with the exception of the 2 times it failed by overheating. I am seeking to get the range top replaced or the entire unit replaced if that is not possible.

  Business response

  11/28/2023

  ***************.
  I hope this email finds you well. On behalf of Hestan Commercial Corporation, I sincerely apologize for the experience that you have had with your range.I have spoken to our Service team and they have reached out to you to help resolve the open issues that you are having. I believe they left you a message 10 days ago and did not receive a response back. 
  Please let us know if you need any further assistance or information. 
  
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In October 2021, I ordered a refrigerator and separate wine refrigerator "ensemble" from an appliance dealer is ******, *******. The two appliance are to be installed next to each other. The dealer, *************************, received the wine refrigerator in March 2022 in their warehouse in **************. The food refrigerator has still not been received. The refrigerators are made for Hestan in *****. The total order cost is approximately $24,000; a deposit of 50% was made in October 2021.I was told the order would take about 4 - 6 months to be received. I had my kitchen cabinets re-done in January to exactly fit these two appliances at a cost of $3,400.I have called Hestan many times this year to inquire about the order status. They take my e-mail and phone number but never call back or provide any clear ETA. I've also contacted the distributor, ALMO (in ************) many times, but never get any call back or e-mail response. **** also has received only completely inaccurate delivery estimates from the distributor. I need to know 1) will this order be filled? and 2) approximately when...I've never had such a frustrating consumer experience in my life, and a very expensive one at that.

  Business response

  03/14/2023

  ****************, 
  I hope this email finds you well. On behalf of Hestan Commercial Corporation, I sincerely apologize for the experience that you have had with receiving your Hestan refrigerator.  Like much of this industry, the pandemic had caused major parts and raw material shortages, along with double-digit price increases, port and logistical issues, and more, which extended lead times for a variety of our products that were out of our control.  Our competition, and many others in our industry also had been in the same, if not even worse spot, but I fully understand none of this helps your situation and we greatly appreciate and value our customers. We have spoken to the dealer and they will have an ETA for you. 
  

*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. ↩