ComplaintsforGasland

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  They sent me a water heater that was poorly packaged and battered and broken upon arrival. Their website says thirty day hassle free returns. It has been over a week. I have documented damage with pictures and emailed to service department. We have exchanged numerous emails and they have not sent a return label or box, or a new unit. Their claim of hassle free return is fraudulent. It is impossible to speak with anyone but an entry level phone operator. I do not believe my communication by email is with humans. Their corporate office phone numbers do not exist on the internet.

  Business response

  07/08/2024

  Hi,

  Thank you for checking on this, we already responded to the customer. He is demanding 2 free units plus a refund in which we can't provide. He also open a charged back with his credit card company and we already responded to that. 

  Customer response

  07/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:The only truth is that they made me do a charge back to get a refund l. They lie about everything. I did not demand two units. They refused to send me a return label. They still have not accepted charge back. I am still fighting. I would have gladly returned unit. What company makes you buy a box and pay for shipping for a thirty day hassle free return? This company is fraudulent.

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

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Gasland Chef free standing oven/range from **** *****. My product is still under warranty and I have asked them to send a repair person to my home for repairs as my oven stopped working last month. I have had several communications with them, including a request for a video of what is not working. It's ridiculous to ask a customer to send a video of an oven not working, but I did so. I provided proof of purchase and the range is installed in my kitchen. It cost me a lot of money to remodel my kitchen and have this oven installed. I simply need a repair person to come and diagnose and fix the oven but after a month I am no where with Gasland. I feel like I am running around in loops with odd requests for a product that I clearly purchased and is clearly under warranty. If have to replace this oven then im also looking at the cost of removal and installation. I do not understand why this has to be so difficuly and I certainly will never purchase a product from the again. They will do everything to ensure they do not have to fulfill their warranty. Furthermore, they advertise that the oven has two racks, but they only send the oven with one rack. When you read the fine print, you discover that they only send one rack and the second rack is an additional cost. Who sells an oven with just one oven rack and why do they have pictures of the ove with two oven racks and only deliver with one. Deception and unwilling to uphold their warrranty.

  Business response

  06/27/2024

  Hi,

  Thank you for looking into this, it has been resolved by providing the customer a replacement unit. We already provided him the tracking #. 

   

  Customer response

  06/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I just received the tracking number this morning and the problem was resolved shortly after sending this complaint. Having over 30 years of customer service experience and running large customer service centers when I worked at IBM, I would suggest a more streamlined approached to problem resolution and a contract with a service repair company that would be able to do repair work for warranty issues.
  
  I appreciate Gasland for sending me a new oven/range, they provided me with these two options.  
  
  1. They offered to send me a refund code to take the gas oven/ range back to **** ***** and get a full refund for the product. I would have to remove the oven and take it back to **** ***** on my nickel.
  2.  The offered to send me a new oven/range. WE decided to go this route and hope for the best.
  
  While I appreciate that we are going to get the problem resolved, it seems like sending a repairman to repair the product would have been the most cost effective solution for all parties involved.  I am now responsible for the removal and installation of the new replaced oven, which is not a trivial cost to me both in time and money.  This is the downside of purchasing through **** ***** or ****** where there is no real solution for warranty repair.  My suggesting is that if you want to purchase an appliance use a local appliance store to avoid these types of situations.
  
  The actual product has been working flawlessly for the last 8 months and my wife and I both love to cook and bake.  This gas oven and range top have been a wonderful addition to our kitchen.  In the end, we find that this resolution is satisfactory to us and we hope that we will not have any future issues with the oven.   
  
  Kind Regards,
  
  ****** and *** *****

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  have been trying to diagnose and get a lower heating element for es606mb wall oven starting on 3-5-24 with latest communication being 4-7 with email to gasland. three attachments are emails regarding poor communication at best. i am not asking for repair i have an outside service that can do the repair i need the part. because of size i can not attach connection photo that started this but will forward to support@gasland.

  Business response

  04/08/2024

  Hi there,

  We sent an email to the customer on how to properly reset the oven, after that we didn't receive any other email from him if the reset worked or now. Please see the attached screenshot. 

   

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Thermomate electric cooktop product *******, delivered on 2/24/23. Tenants moved in in mid October. Issues with unit 11/1/23 reported to me. Unit was shorting the circuit. Brought my electrician in and he said something faulty with circuit. Swapped out the 40 circuit with new one, issue became intermittent. Electrician cautioned about using it. Unit apparently overheated in the 10 times the tenants used it, as there are smokey areas UNDER the ceramic top that cannot be removed and are unsightly. All recommendations of Thermomate Support to remove the smokey areas failed. How can baking soda remove cloudiness UNDER the glass?! Tenants had purchased an entire new set of cookware to use per the instruction manual. Approximately 43 emails back and forth and many phone calls to Thermomate Support resulted in no legitimate assistance or resolution. The product is defective, possibly unsafe and is unsightly. It needs to be replaced. I sent a MA Consumer Protection 93A 30 day demand letter on 2/21/24 and it was returned undelivered to me today. The address I used is 3330, Suite A Marathon Court, N. Charleston, SC 29418-7409. This is the address the Support team provided, and which was on 'google', and is the address that BBB lists here. I just noted the Thermomate/Gasland Chef Company now lists their address as 'N. Charleston, SC', with no street address. They are refusing letters, and/or keep moving their offices to avoid anyone pursuing them legitimately with a claim. I sent a copy of the letter (attached to this complaint) to their Support team when I learned that the letter was on it's way back to me, undelivered. I wasted nearly $8.73 certified return requested letter in an attempt to pursue my warranty claim. This company is deceitful. They should have a legitimate mailing address if they intend to continue operating in the United States. I believe they are committing fraud by not providing a legitimate, accessible mailing address.

  Business response

  04/16/2024

  Hi,
  
  The customer contacted us a few months ago regarding the stain on her oven which the unit was already 10 months old at that time. The stain doesn't affect the functions of the unit which is why we offered her a partial refund of 40%. We still have the same offer for her.
  
  
  
  

  Customer response

  04/16/2024

  
  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.
  
  Sincerely,
  
  ******* ********

  Business response

  04/17/2024

  Hi, 

  The refund has been processed. Please see the attached photo. 

   

   

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered an electric cooktop stove from them on Oct 10, 2023. The large burner won't boil a medium-large pot of water, which the description said it would. I've had to send in multiple videos to support, even repeating the same tests, and they just told me that after boiling one cup of water, that there wasn't an issue with the burner. They never addressed the actual issue, and are refusing to send a replacement, nor help fix the issue.

  Business response

  12/27/2023

  Hi there,

  The replacement unit has been arranged and we are in communication with the customer.

   

   

• Initial Complaint

  12/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  About November 8, 2022 est. time 10:00 am, I had contacted 844-538-7890 spoke with someone with concerns of part missing from my oven that was purchased in July but was recently installed due to family issues. 2106ProGS606DS00071 Pro series wall oven was in stalled and missing oven rack and rotisserie rod inside oven. Gentlemen told me he knows everything was on back ordered but it will rushed out in the mail by 11/15/2022. It is now 11/30/2022 No Rack & No Rotisserie rod for the oven. The Oven is useless to me without these two parts. Contact Gasland Chef again and was told the same, some items are missing, on back order please submit to support group. No one has an answer help return my money or exchange for a proper Oven

  Business response

  12/05/2022

  Hi,

  Thank you for looking on this, we already contacted the customer and send the missing parts. She will update this case once she receive the package. 

   

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a range hood from gaslandchef.com on August 21, 2022. The website indicates "Sameday Dispatch", "Ship From US & CA", "24/7 Real Human Support" and "Delivery time is usually 2-4 working days." Purchase confirmation states that I will receive an email with shipping and delivery updates. I have not yet received an email with shipping information. Order number is *********. I have contacted Gasland several times (by email and online contact form) but I have not received any response. This is not acceptable given the claims made by Gasland. I want my order to be delivered promptly and I want to know when it will be delivered.

  Business response

  09/13/2022

  Business Response /* (1000, 8, 2022/09/07) */ Thank you for looking into this. We contacted the customer and process the refund as we do not have the unit available right now. Let us know if there is anything we can do.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need a warranty on my 10 month old Gas unit number BS2640333. Part is called Solenoid Valve , it's a gas assembly part . In the last 40 days I have sent over 31 e-mails including photos and a movie and spoke with Rob & Jean many times . I need help ! They will not help me ! I'm so frustrated ! It's request #******

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/05/04) */ Thank you for checking on this case and we always want to make sure that we are providing the best service possible to our customers. We emailed the customer few weeks ago regarding the replacement part but we didn't receive a response. We already processed the replacement part for the customer and provided her the tracking number.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered this Gasland Chef 24" Vitro Ceramic Induction 4 element cooktop on 3/9/2021 but did not receive it until 3/14/2021 it failed after 11 months. Warranty is for 12 months. Seller did not return phone calls and emails initially. Once contact was established, I provided them with all the documentation they required, and they agreed to send out replacement parts to repair the unit and said they would be shipped out in 3 to 5 business days and send me a tracking number when the parts ship. I did not hear from them for 2 weeks, so I contacted them again and was provided a tracking number. A week later and still no parts, i checked the tracking number and saw that the carrier was still waiting for the package, so I waited another week, the carrier was still waiting for the package. I contacted Gasland again and was told they would contact the warehouse and get back to me. No response from Gasland since and still no parts to repair this defective cooktop. It is difficult to say the least trying to feed a family of 4 with only 2 of the 4 burner elements working. If another 1 fails, we will be forced to replace the unit completely as it seems Gasland is in no hurry to stand behind their products. At this point I would like a full refund so I can replace the unit. I have been dealing with this since 3/4/2022 it is now 4/25/2022

  Business response

  05/13/2022

  Business Response /* (1000, 8, 2022/05/06) */ Thank you for letting us know the concern of the customer and we would like to make sure that we always provide the best service possible. We have been in contact with the customer and already issued a replacement cooktop. He is satisfied with the resolution.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a water heater from these guys. The first one was defective so they had me take apart the entire thing and diagnose over the phone. They supposedly figured out what it was and sent a replacement part. I don't know how to fix this. I'm not mechanically knowledgeable. I kept calling to get help, but they never answered. I called a plumber out to install it and it still doesn't work. It's been at least 2 months since I've heard from them. I call every day, several times a day for help and they never answer. At this point I want them to send a return label so I can get a refund. Their customer service is absolutely horrid and their product is equally as bad.

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2022/02/17) */ Hi, Thank you for taking the time to check on this, we already contacted the customer and set up a replacement as per her request instead of a refund. We'll make sure that the customer is satisfied with the resolution provided. Consumer Response /* (2000, 7, 2022/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are sending me a replacement and have already provided shipping information.

*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. ↩