3 Customer Reviews
Review from Husam H
1 star10/13/2022
I own a restaurant and purchased a $3,000 lava rock grill from American Range and only used the unit for 90 days before it totally broke down. The crates that hold the lava rocks have broken all up and the frame that holds lower crates is burnt out in sections so the whole frame of unit is bad. We normally use the Atosa lava rock grill (as it is about 1/3 the price) but we purchased this unit for the so-called heavy duty that it claims to be. We contacted the *************** unit, a guy named ******, responds with the following: "This is unfortunate, I am afraid this is a non-warranty. The reason this happened is simple; these units are not designed to use too much lava rock. This is the result of using too much rock. You are supposed to use only one loose layer of rock, the rock is there to evenly distribute the heat and to prevent flare-**** If this is not done, then what happens is a barrier is created and instead of the heat rising, the heat is blocked. This will cause damage to the following; Burner box, Bottom ******************** valves, k**** and the list goes on. Regardless, we want to help, I have attached the parts breakdown for this unit, please" They never responded back with any solutions, they never owned up to their garbage product and the scam warranty service they claim to have. What a total waste of money on this garbage product. Its a shame for a company with this reputation to have such a subpar product and subpar service.Review from Jeff G
1 star04/21/2022
I did some photography work for this company last year, photographing their products at their location and the owner refused to pay the full amount of my invoice for services rendered. I would advise not to do business with this company.Review from Andrea L
1 star03/14/2022
I was sold a defective range and American Range will not take responsibility. I was offered a floor model at a discounted rate, 5%, and it was not disclosed that there were problems with the range. Upon arrival it was noted that the range was bulging on both sides and that the quality control inspection was never signed off. I contacted Customer Service and was maneuvered between various agents without resolving the matter. I asked for an exchange and there was no response. I even contacted the President CEO of American Range, and he never replied. I have not used the range as using it would be accepting an item that arrived faulty. American Range has terrible customer service and has not accepted responsibility for selling a defective range. I am looking into this further with the Better Business Bureau and an attorney because they have obligations as vendors to sell effective products and remedy a matter if their product is defective, especially since quality control was not conducted prior to selling and shipping.
American Range Response
04/07/2022
Our warranty policy specifies floor models are sold in "as-is" condition. However, we did have a service engineer visit the residence on 09/15/2021. The side panels did include extra insulation causing the range to sit a bit wider. Insulation and side panels were adjusted in order for the range width to measure 35 7/8" wide. The range was able to be installed into the proper cabinet space once adjustments were completed. The technician covered all features on the range proving the range to be functioning as designed. The range is not defective and all features are functioning properly. We have a signed work order by the client confirming the work was satisfactory. Thank you.
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