ComplaintsforAvanti Products, LLC

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had a brand new house built with a bar and bought an Avanti mini fridge cooler and it has been wonky the last few months because it stays on 75 even though we have reset it and changed the temperature, it will automatically go back to ********************************************************************************* replaced and I was told that since it's over 1 year, I was to call a technician and get it fixed on my own. What kind of company doesn't stand behind their product after 1 year? Absolutely terrible customer service to go along with their absolutely terrible product. Very disappointed

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased refrigerator and microwave from Brandsmart expecting a rebate from each. I immediately followed the instructions and sent out the required information by mail. I received refusal of mail back to Home. Purchase date was December 27 as shown on the receipts. Rebate was good From October 1 through December 31 of 2023. It mentioned to allow payment within 10 to 12 weeks from original proof of purchase. They refused the mail. I have called several times waiting for a manager to return the call. The phone calls are run through a third-party not in the US And I have yet to receive a return call from anyone. I have called ******** **** to assist with this process. However, Brandsmart refers me to Avante, and this is where any help stops. I would like them to honor my rebate. And or a phone call From a supervisor so I can understand what steps to take. The fact that they are refusing and not even giving us a solution or an understanding who can I refer to speak to upsetting .

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an Avanti chest freezer in January and had it delivered in March due to remodeling.The freezer stopped keeping the contents cold in July. I called the company and they said that the freezer was still covered under manufacturer's warranty and they would send a repairman to fix the issue. I waited another week and ended up throwing all the food out due to spoilage. The repairman came from an outside company and he said that the thermostat was not functioning and he would order the part and be in touch with me in about 10 - 15 days. After 15 days, I called the repair service and they said that they have not received the part yet so I reached out to Avanti again and they then told me that there are delays in parts and they would replace the freezer - curb side delivery if I would cut the cord on the freezer and send them a picture of the cord. I asked them if they could issue a credit to PC ******* so I could get delivery (which I would pay for) due to the fact that my husband is disabled and I could not get the freezer in my basement because that is where the broken one was. They told me that a credit would take longer than shipment even though it is coming from ******. After consideration, I cut the cord on the freezer and sent them a picture. They told me they would be in touch with a tracking number because I said I would like to know when it is shipped and delivered so I could get a service to bring it to my basement. I would also have to dispose of the brokern freezer myself.Well to my surprise, the repair service called me and told me they had the part. I explained all that happened and of course they cannot fix the freezer now because the cord it cut. At this point, I have reached out to Avanti twice to ask for the delivery date and tracking number and have heard nothing from them. So now I have a completely broker freezer with the cord cut and I have been out of a freezer for almost 6 weeks now and wasted so much food in the process.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Avanti refrigerator Id purchased in August 2019 stopped working after only 3.5 years. This is an unacceptably short life for a modern refrigerator. I call Avanti's service department and get the name/number of a repair service in my county. I schedule a repair call with that company and learn the fridge had lost its freon and that the leaked freon would be very expensive to replace IF the machine could be fixed. The technician explains that the machine cannot be fixed (he's run into this issue before with Avanti products). I call Avanti again to let them know what happened. I speak to **** in the ****************** who is rude and argumentative and fixated on the price of freon. He tells me to try another repair service. ****'s unprofessional demeanor on the phone makes me most uncomfortable. Also, I have already had the fridge looked at by a company referred to me by Avanti. So, I call back to speak to a manager. I speak to ********************, who acknowledges that most repair services are unable to rectify the problem that was diagnosed; he says they'd need specialized, very costly training for certain Avanti repairs. **************** offers me a discount on a fridge, same size or smaller, from the Avanti website (where the prices are considerably higher than in retail stores I've visited). Obliging me to buy another machine from a product line that is prone to such issues is not fair or sensible. I've already been through an ordeal with spoiled food, paying a repair company to diagnose the problem, etc. Before I can even get back to ****************, I get a pressuring email reminding me that 24 hours have gone by. I reply with my concern/predicament and ask that they consider another solution (essentially a small gesture of goodwill). I resend and call several times before they reply. This time they offer free parts If you locate a technician who is willing to practice due diligence and make an accurate diagnostics." Then I get another 24-hour reminder.

  Business response

  06/08/2023

  Avanti Products warrants that the product is free from defects in materials and/or workmanship for a period of
  twelve (12) months from the date of purchase by the original owner. The foregoing timeline begins to run upon
  the date of purchase, and shall not be stalled, tolled, extended, or suspended for any reason whatsoever unless
  described in detail i n the warranty document. For one year from the date of purchase by the original owner,
  Avanti products will , at its option, repair or replace any part of the product which proves to be defective in
  material or workmanship under normal use. Avanti Products will provide you with a reasonably similar product
  that is either new or factory refurbished. During this period Avanti Products will provide all parts and labor
  necessary to correct such defects free of charge, so long as the product has been installed and operated in
  accordance with the written instructions in this manual.

  Customer response

  06/08/2023

   
  Complaint: 20049136
  
  I am rejecting this response because: The length of time for which the appliance worked was not acceptable (unacceptably brief) and there was no repair solution available (including from the appliance repair outfit that Avanti suggested to me when I called for a recommendation or referral).  The manager with whom I spoke is aware of this problematic situation.  As things stand, a buyer, like me, can find him- or herself at a real disadvantage (out several hundred dollars, stuck with a broken fridge that can't be repaired by a perfectly fine repair service; also, there is the loss of the refrigerator's contents).  I was willing to pay out of pocket for the repair, which is why I called the ************* at Avanti to have them refer me to a repair service in my area.  

  No reasonable or meaningful solution was offered, not even a small but meaningful gesture of goodwill. There is a serious problem with the product (refrigerator) that can potentially put the consumer/purchaser in a bind in which they suffer financial damage and end up with an unfixable refrigerator, whereas other major brands can be fixed.  Avanti should step up and be more concerned and accountable and take some responsibility and make  meaningful (at least partial) redress  -  if they truly stand behind their products and care about customer satisfaction.  Until ********************** rectifies / changes the relevant refrigerator products such that the machines can be repaired when certain failures happen (even after very few years of operation), It would be better if  the appliances came with a warning or notice or disclosure of this possible outcome so the consumer can make a more informed decision.  When one buys a major household appliance, one reasonably expects it to work for a reasonable minimum number of years.  Also, one would expect that such a product should be able to be repaired (otherwise, it's as if it's disposable). The manufacturer should take an interest when this is not the situation.

  It is not nice or fair for a company to hide behind warranty text ( whether printed on paper or online).  The company makes and distributes a product which should should be reliable (reasonably comparable to other like products) as far as it's functioning, length of time functioning without problem, and with repair solutions when the unit fails.  When there is a problem like the one I experienced (which is not something that one would ever reasonably anticipate), the manufacturer should STEP UP and help and in some way to mitigate, defray or compensate the buyer's loss to some degree. The purchaser, such as myself, is. after all, one who has put their trust in the company and purchased in good faith.

   Sincerely,

  *************************
  

  
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered this Avanti side by side mini fridge with freezer through ******* com using AFFIRM for monthly payment plan and received it about the 3rd of January and around February 15th the unit stopped cooling. I called the *************************************************************************** my wife calls they claim they don't have a repair tech in my area and request for ** to call back in 3 to 5 business days. We have called numerous times with the same results! Since I owned the unit for about 45 days, ******* or Avanti or the shipper listed on *******s website, I believe they were Office Innovations, refused a refund or return. I just want it repaired since it's still under the limited year warranty! Avanti also lists their address as PO Box ******, *****, ** *****. I would stop payments on it but I don't want to s**** up my credit with AFFIRM Financial.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a home in September 2022 which had been gut renovated with all new appliances installed. I had no problem registering any of the other appliances to activate their warranties, but the Avanti gas range (model #GR2416CSS purchased new on 7/22/22) has been incredibly difficult to register and get service for. I finally managed to get it registered after more than a month of trying (with no response from Avanti to online form submissions or emails that I sent) but they now refuse to cover repairs under the warranty. The digital display on the range does not work (and has never worked), the grates on top of the gas burners are uneven so pans do not sit safely level on them, the stove takes a ridiculously long time to heat up (e.g., half an hour to reach 300 degrees), and it does not maintain temperature. This is a poor quality product and the company is not taking any responsibility for it.

  Business response

  02/01/2023

  Per the manufacturer terms and conditions, please have customer supply proof of purchase.

  Customer response

  02/09/2023

   
  Complaint: 18657311
  
  I am rejecting this response because:

  I have provided the model number, serial number, place of purchase, and date of purchase. This is sufficient information to verify the purchase and the fact that the item is within the warranty period. As I explained to this business when attempting to get support for this item, the range was purchased brand new during a gut renovation of the apartment that I subsequently purchased (several weeks later), and thus I do not have an original receipt as one was not provided by the contractor who purchased the stove. They still need to honor their warranty.
  
  Sincerely,
  
  ***********************

  Business response

  03/06/2023

  This is ***************************, service manager with Avanti products.

  Once more, we kindly reiterate that a valid proof of purchase from an authorized dealer is required for Avanti to honor any warranty claims for service or repair.
  
  Proof of original purchase date is needed to obtain service under warranty.
  Avanti Products warrants that the product is free from defects in materials and/or workmanship for a period of
  twelve (12) months from the date of purchase by the original owner. The foregoing timeline begins to run upon
  the date of purchase, and shall not be stalled, tolled, extended, or suspended for any reason whatsoever unless
  described in detail in the warranty document. For one year from the date of purchase by the original owner,
  Avanti products will, at its option, repair or replace any part of the product which proves to be defective in
  material or workmanship under normal use. Avanti Products will provide you with a reasonably similar product
  that is either new or factory refurbished. During this period Avanti Products will provide all parts and labor
  necessary to correct such defects free of charge, so long as the product has been installed and operated in
  accordance with the written instructions in this manual. In rental or commercial use, the warranty period is 90
  days.

  Customer response

  03/08/2023

   
  Complaint: 18657311
  
  I am rejecting this response because:

  This company is leaning on a technicality to avoid taking responsibility for a subpar and defective product. I have provided sufficient information for them to easily verify the place and date of purchase and confirm that the product is within the stated warranty period. 

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

  Business response

  03/19/2023

  This is ***************************, service manager with Avanti products.
  Once more, we kindly reiterate that a valid proof of purchase from an authorized dealer is required for Avanti to honor any warranty claims for service or repair.
  
  Proof of original purchase date is needed to obtain service under warranty.

  Customer response

  03/28/2023

   
  Complaint: 18657311
  
  I am rejecting this response because:

  Once more, I kindly reiterate that I cannot provide a receipt since the range was purchased brand new by a contractor and installed into the gut renovated apartment that I purchased several weeks later. However, as I have said multiple times before, I provided the model number, serial number, place of purchase, and date of purchase, which is sufficient information for Avanti to verify the purchase and the fact that the appliance is still well within the warranty period.

  It is clear that this company does not stand by their products, and that they are continually deflecting responsibility for their inferior wares. Furthermore, it is clear that this is an ongoing issue, as a casual perusal of other BBB complaints indicates other similar issues. When a new home is purchased with newly installed, brand new Avanti products, this company refuses to provide warranty service. You don't get appliance receipts when purchasing a new home, and this shady company is capitalizing on that to ***** responsibility. 

  It would be so easy (and relatively inexpensive) for Avanti to address my concerns of the uneven burner grates and non-functioning digital display--and yet they refuse. If this nonsense continues, I will have no recourse but to leave honest reviews on every site I can find that sells this model or any other Avanti product, as both consumers and contractors should be aware of their poor customer service practices and refusal to mitigate safety and performance issues with their products. Furthermore, I will file a complaint with the Consumer ************************** since the uneven grates are a major safety hazard.

  Avanti, will you do the right thing, or continue to ***** your responsibility? 

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

  Business response

  04/14/2023

  This is ***************************, service manager with Avanti products.
  Once more, we kindly reiterate that a valid proof of purchase from an authorized dealer is required for Avanti to honor any warranty claims for service or repair.
  
  Proof of original purchase date is needed to obtain service under warranty.
  Avanti Products warrants that the product is free from defects in materials and/or workmanship for a period of
  twelve (12) months from the date of purchase by the original owner. The foregoing timeline begins to run upon
  the date of purchase, and shall not be stalled, tolled, extended, or suspended for any reason whatsoever unless
  described in detail in the warranty document. For one year from the date of purchase by the original owner,
  Avanti products will, at its option, repair or replace any part of the product which proves to be defective in
  material or workmanship under normal use. Avanti Products will provide you with a reasonably similar product
  that is either new or factory refurbished. During this period Avanti Products will provide all parts and labor
  necessary to correct such defects free of charge, so long as the product has been installed and operated in
  accordance with the written instructions in this manual. In rental or commercial use, the warranty period is 90
  days.

  Customer response

  04/14/2023

   
  Complaint: 18657311
  
  I am rejecting this response because:

  This company is saying the same thing over and over again. They need to replace the uneven stovetop grates that are a fire/safety hazard and send someone to fix this defective product that is within the warranty period. At this point, it's clear they're just trying to run out the clock. 

  They HAVE proof of purchase: I provided the serial number, place of purchase, and date of purchase. 

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

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  THIS IS NOT A DUPLICATE SUBMISSION******* I have e-mailed and called ************************************* multiple times explaining that this case got closed prior to my response as I had surgery on 8/22 and was not able to respond in the 5 days allowed.I purchased a brand-new home *******, ** from *********** Communities Inc./ACV Two LLC on 1/19/2018. When I purchased this new home included several brand-new appliances including but not limited to an Avanti Built ****************** model# BCA5105SG-1. This home is in a gated community with ~23 other homes that also have these same appliances. When you purchase a new home from a builder, they DO NOT provide you with receipts for appliances as they were most likely purchased through a local distributor. Several months ago, my refrigerator stopped working after 4 years of use. When I contacted your company, they told me it was most likely the compressor and it could be covered under warranty. When I have attempted to schedule a warranty visit to replace faulty equipment, I was told they would not do without a purchase receipt. I do not have a receipt as the refrigerator was included in my new home purchase. I have been contacting your company now for several months with no resolution.I have called several times to get this resolved at this point. I have reported your company to the Better Business Bureau as well as the ************************* If I do not hear back with some resolution from your company I will move to legal action as the repairs are not being provided to me as promised in the warranty. Thank you for your attention with this matterplease see enclosed documentation.Summer Bond ******************** ************

  Business response

  11/09/2022

  This is *******, Consumer Relations Manager for Avanti products.
  Per the warranty terms and conditions of the unit's operating manual, it is clearly stated that a proof of purchase is required for warranty service to be honored.
  
  Proof of original purchase date is needed to obtain service under warranty.
  For one year from the date of purchase by the original owner, Avanti Products will, at its option, repair or replace any part of the unit, which
  proves to be defective in material or workmanship under normal use.
  
  During this period Avanti Products will provide all parts and labor necessary to correct such defects free of charge,so long as the unit has been installed
  and operated in accordance with the written instructions in this manual.

  Customer response

  11/14/2022

   
  Complaint: 18325421
  
  I am rejecting this response because:  How can they expect a home owner that bought a home with their new product installed to have a receipt for the purchase of the refrigerator?  You don't buy a brand new home and receive a receipt for appliances installed in that home.    The refrigerator was provided as part of the new home purchase.  I have provided all of the documentation including purchase date of home along with the builder.  There is no way for a home owner to provide a receipt.  But I am sure that Avanti can look up the serial number that I also provided to determine which distributor this refrigerator was purchased from in order to honor the compressor warranty.  Unless Avanti does not stand by their products. 
  
  ************************ Bond

  Business response

  11/15/2022

  This is *******, Consumer Relations Manager for Avanti products.
  As a measure of good will and in an effort to close this issue out, Avanti can offer the replacement compressor motor and any **************** at no charge.
  However, per the 2nd-5th year warranty terms, the labor costs and other fees associated for the unit's repair would not be covered by Avanti.
  Please confirm a valid shipping address for the parts to be shipped to.
  And let us confirm stock and availability on the parts.

  Customer response

  11/16/2022

   
  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.
  
  ************************* Bond

   

   

  My address is ********************************************************** 85018

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Avanti 24-inch Gas Range on Nov 30, 2021. A gas leak from the oven was identified on September 25, 2022. I called and placed a ticket with Avanti's warranty department on September 26th. I was told someone would contact me to schedule a repair within 3-5 days. Both I and my tenant have contacted them several times since then, by phone and in writing, but we have yet to hear from a technician who will repair the oven. We kindly request that the company contact me ASAP in writing ********************* to schedule a technician visit. Alternatively, we request that the oven be replaced at no cost, as it is still under the 1 year warranty supplied by the company at the time of purchase.

  Business response

  10/24/2022

  Hello,
  
  This is ***************************, customer service manager with ********************.
  We have been in communication with the customer since her initial report of unit malfunctioning.
  We had initially requested a warranty service request our 3rd party network, yet the 3rd party technician proved to be unresponsive after 2 weeks of follow up.
  
  We are now offering to replace the unit under warranty and it was mentioned to customer that it shall take ***** business days for delivery of new appliance.
  Customer had requested for ********************** to reimburse them for removal of defective appliance and also installation of new unit.
  However, per the terms and conditions of the warranty agreement, Avanti does not reimburse or cover installations when an item is replaced under manufacturer warranty.
  We have move forward with releasing a new unit to the customer.
  
  

  Customer response

  10/26/2022

   
  Complaint: 18176743
  
  I am rejecting this response because:

  It has been four weeks since we first contacted Avanti, and still we have no working oven.  Although the cost of installation/removal of the broken oven is not covered under warranty, I believe Avanti should cover this cost given the undue delay, poor communication, and many hours of phone calls I have had to do to get this resolved.   Two employees separately told me (on recorded calls) they would call me back within two hours, but neither did. I also still have not received a response about when the oven will ship, despite my requesting this politely in writing twice.

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

  Business response

  10/28/2022

  Unfortunately, Avanti management would like to reiterate that per the warranty terms and conditions, removal and associated costs of defective product and installation of replacement unit is not covered under warranty.
  Our manufacturer warranty makes no expressed or implied guarantees that installation services are covered.
  With our utmost respect, please accept our apologies for all frustration.

• Initial Complaint

  08/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new home from ***************************** in *******, ** in January of 2018. This was a new construction community. The builder has since gone out of business. Last week my Avanti wine refrigerator stopped working. I called the manufacturer to seek help they suggested based on over the phone diagnosis that it most likely the compressor. The only way they would honor the manufacturer warranty is if I could provide a receipt of purchase. Of course, when you buy a new home you are not provided with receipts for all of the appliances. I have researched these refrigerators and to buy new they are about $1,000,000.00. I dont believe an item like this should just stop working after less than 5 years. There must be something that the company can do or an Implied Warranty to remedy this situation otherwise these appears to be a faulty product. Since the community has ~23 homes that all have a Anvanti model refrigerators I am sure they can determine proof of purchase by the builder during that time. The model number is BCA5105SG-1. We called and the company was not helpful at all and said they would not honor the warranty.

  Business response

  08/22/2022

  Customer will need to submit proof of purchase for Avanti to honor any warranty.
  
  
  Avanti Products warrants that the product is free from defects in materials and/or
  workmanship for a period of twelve (12) months from the date of purchase by the
  original owner. The foregoing timeline begins to run upon the date of purchase,
  and shall not be stalled, tolled, extended, or suspended for any reason
  whatsoever unless described in detail in the warranty document. For one year
  from the date of purchase by the original owner, Avanti products will, at its option,
  repair or replace any part of the product which proves to be defective in material or
  workmanship under normal use.
  
  In addition,
  For the second through the fifth year from the date of original purchase,
  Avanti Products will provide a replacement compressor free of charge due to a failure.
  Customer is responsible for the service labor and freight charges. In rental or commercial use, the limited compressor warranty is one year and nine months.
  Costs involved to move the product to the service center and back to the users home, as maybe required, are the users responsibility

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased replacement hinges for an Avanti stove (mod. no GRO20POW). Ordered set of two (2) hinges from website (mod. nos. G20G02-110001). Hinges arrived, but were not suitable for replacement (they were lacking a metal tab that the original hinges have). Contacted Avanti by phone, unusually long wait time and a service person that was of no help preparing a return authorization. Attempted return via website, and they wrote back that a "ticket was started" and a response is usually submitted "within 24 hours". It's days later and my emails are being ignored. I would like my account credited and a return processed as soon as possible. Thank you for your attention to this matter.************************ ******************* ************

  Business response

  05/26/2022

  We will issue a full credit in the amount of $39.04. We will not be requesting that the parts be returned.

*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. ↩