ComplaintsforHallman Industries LLC

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered my range on January 1st with an arrival date of May 15. I just received my range today, September 12th. The photo of the range I ordered is completely different than the range I just received, and I was not informed of these changes.

  

  Business response

  09/24/2024

  Hallman changed the shape of the window to satisfy 24 SKU with one range depending on Gas Type (NG/LP), Trim Type, etc.
  We were not able to do that with the round windows.
  We sent notification to all orders last spring of the change. 
  We apologize for the inconvenience.
  
  We will have round door kits available in the coming months if you would like us to contact you when they arrive.
  Let us know.
  
  Thank you
  The Hallman Team

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a range from Hallman Industries in 4/14/2024. I have spent countless hours on hold with this company, have been disconnected multiple times, with no callback. The couple times I have spoken to someone, I get different excuses about the status on my delivery. They always say that someone will get back to me, and they never have. This item has been paid for in full.

  

  Business response

  09/21/2024

  We apologize for our new faulty ********* Teams phone system. Please tell us what you need. Feel free to email ************************************* or fill out the contact form @ ****************************************************
  
  Thank you

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2024 I purchased three appliances from Hallman Industries based in *****. The first freezer arrived damaged, getting a response to when I could expect a replacement was difficult. The second arrived and looked to be in good condition, yet upon installation it would not produce ice or allow to adjust or modify settings. Weeks of inconsistent correspondence, incorrect suggestions, horrible customer service (the ** even had a conference call with us after escalating our concerns along with a ***** ******** in customer service, and finally a warehouse tech who in minutes suggested Hallman ship us a new touch panel. To get that far took upwards of fifteen or more phone calls, more than that in emails, often without a response or solution). This is touted as a more luxury or upgraded appliance, but is not worth the price. We had to pay out of pocket for the service repairs, even though it was a new product and still under warranty, and I have emailed a copy of the service and Hallman Industries will not reimburse us, return emails or calls. When you try to call Hallman, typically you get a message and then it disconnects the call so you cannot leave a message. No one responds to support emails. Lastly, the lowest shelf in the door of the refrigerator came with what I suspected was a tiny hairline crack, and over the last few months since we have had the refrigerator, the shelf has cracked more to where its unusable. I have contacted Hallman numerous times, to purchase a replacement. Again, zero customer service response. So from poor quality of product to lack of customer service, I would absolutely never recommend or shop again from Hallman Industries.

  

  Business response

  09/21/2024

  We're sorry you feel that way. If you send a message to ************************************ or fill out the contact form, we will be happy to send a quote for a replacement bin.
  For the record, we ship our built-in refrigeration units daily and have near zero failure rates. All units are tested rigorously at the factory before being packaged and shipped. Thank you for your patience as we work through our new phone system implementation.

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

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a stove from Hallman Industries on November 28, 2023. We were told we would receive the stove in 90 days or less. After many phone calls and being told the stove would be arriving certain dates and then those dates being moved forward, we finally received a stove today. OVER 9 MONTHS wait and with the total cost of the stove paid. Of importance in terms of context, we were informed a month ago that we would not be receiving "white glove" service, for which we had paid. We spent over an hour waiting to speak to someone about this. We were assured all parts would be received and we could easily contact the company if we had any problems. But, there was no white glove delivery available anymore--the deliverers would spend 15 minutes basically dropping the stove off. As we wrote above, the stove arrived today. Parts are missing, some do not fit, and there were no instructions. Also, we ordered a stove, according to the website, that was propane ready. What we received instead is a stove fitted for natural gas with adapters for propane. This whole ordeal has been extremely distressful. We are on the line right now (have been for over an hour) waiting to speak to someone. By the way, the gentlemen who delivered the stove, at the last minute, knocked on the door and handed us some extra parts. They were nice but clearly did not know anything about the stove. We request a refund with the going rate of interest and the stove be picked up as soon as possible. We cannot put this stove and do not want to spend all of our time trying to reach Hallman. This is crazy, Please refund WITH INTEREST and come get your stove.

  

  Business response

  09/21/2024

  We are happy to walk your plumber through the ** conversion process. We have engineered our ranges to be convertible in less than 15 minutes for Dual Fuel, and 30 minutes for ******* versions. We are also happy to walk you through your Hardware installation, if assistance is needed.
  
  All sales are final, but we assure you that we are here to help guide you toward successful installation.

  Please email ******************************************************************

  Or fill-out the contact form @ ****************************************************

  We do not offer White Glove Delivery anymore because of the lack of proper standardized training nationwide from our delivery partners. It's too much liability and they were causing damage to our customer's floors, walls, products, etc so we opted to provide delivery to everyone's garage. Your licenced plumber and electrician is the best suited to properly ensure your home is configured for the range, and vice-versa.

  We have now delivered more than 1200 of these ranges with near zero failure rates. They are mechanical and conveniently simple to repair if you ever need assistance.
  

  All sales are final post-shipment, but we're here to help and been in business 19 years. Thank you

  Customer response

  09/24/2024

  Complaint: 22251508
  
  
  I am rejecting this response because:
  The representative from Hallman did not address all of our concerns.  First, when we purchased the stove in November 2023, we were promised white glove delivery and a delivery date in late February to early March.  The delivery was in early September without white glove delivery.  While we understand the company's decision to disband this service, they do not consider how the promise of white glove delivery contributed to our decision to purchase a Hallman stove.  Compounding that was that it was delivered missing parts.  Contacting Hallman has been a nightmare as the phone is not answered in a timely fashion.  To clarify, we have routinely been on hold 1-2 hours. Twice, the hold continued on into after business hours and, although we kept being told we were next in line, the company abruptly ended the call. We assumed due to the company shutting the system down.  Regarding the missing parts, we were finally able to reach a service representative (Lalo) who was very professional and empathetic.  She put in an order with "the warehouse" for the missing parts and we received a package from Hallman with some of the missing parts except for a k*** that will fit the oven control.  Lalo was contacted via email on September 17 regarding the missing oven k*** and she said she would contact the warehouse immediately.  Today is 24 September and we have heard nothing. We have not received the k*** or notification that it has been shipped although we had received notification when other parts shipped. Further, when we talked to Lalo, we were told everything would ship together. Right now, even with the pretty terrible customer communication, we are very concerned that we receive all of the parts to our stove. Thus, we do strongly reject this response.
  Regards,
  
  Regards,
  
  ****** ******

  

  Business response

  09/24/2024

  Hallman Industries has sent your range. We have sent your hardware. And we will send the correct oven k*** Not sure how to convey that we are not here to cause you any stress, but realize it has not been the easiest transaction. It's the launch of a new product line and these challenges arise, which is why we discount the product for our early adopter customers. It is in your best interest that we cancelled the white glove program. The lack of standard training across the nation is an issue industry-wide. Hope this explanation helps. 
  
  Thanks for your patience.

  The Hallman Team

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a new 48" range and good vent from hallman 9 months ago. Was told 3 month delivery. After ******* called customer service to inquire about my order status. Was told there was an issue with the supplier of the range k**** will be updated when it is ready. Got an email stating it was on a shipping container heading to their Texas warehouse. After anther month I called and was told it was in the warehouse and would be shipping out shortly. Another 2 months later it is still sitting in the warehouse. I have called customer service 5x and spent hours on hold, always with the promise that they will get back to me with an answer.... didn't hear back at all. I have sent multiple emails and tried their useless online chat bot. I currently call every day to try and get a response. I'd like to say they have beautiful ranges but feel like I will never see mine. They have put my kitchen reno at a standstill for months.

  

  Business response

  09/22/2024

  We are coming to the end of our order backlog, with more than 1200 ranges shipped. Is your delivery address in ******? Will reach out Monday to confer on the order.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I think this must be the most unethical, dishonest company in the country. I was so excited to buy a range in 2018/2019. The first time we used the oven there was a loud freight train noise. We left the house until the sound was gone because we thought it was going to blow up. After trying for months to contact them they told us the warranty was expired. Seriously? They dont answer their phones. They dont respond to messages or emails. They are rude when you finally get to talk to someone. After years of begging them to help me, we finally reached a new employee that was so nice. She had me send the video of the noise to her. She sent us a part but unfortunately it was a similar part but for the wrong range. After taking the top off of the oven to look at the part it is almost impossible to remove it even if we had the right part. I called her back but she no longer worked there. I still tried to contact them to please fix our oven. I finally gave up last year. I have never been able to use my oven. We paid over $5,000. The other problem is that no one will work on *********** refuse to fix or repair a Hallman. They said they are too difficult to repair. We have owned a business for 40 years! We always stand behind our products. We have received calls 5-10 years after our product was installed & we still go out to see if it was our fault. If it was then we replace it. A company that cant stand behind their products & give exceptional customer care does not deserve to be in business. The only reason I came to BBB is because our new neighbor talked to their attorney friend because he couldnt believe we have never been able to use our oven. His friend told us to report Hallman on BBB & gave us some other options. I am so upset & frustrated that a company can treat people the way they do. I am hoping with some other options that we will be able to find someone to hold them accountable. This is wrong! I have a $5,000 oven that I have never used since the first issue.

  

  Business response

  09/21/2024

  You have used your range for 5 years and now the oven is not working and all of a sudden we are the worst company in the country? Wow-you're a piece of work. I the meantime, we reccomend calling Mr ********************** or a licensed electrician or a licenced plumber to help with any repairs. Our old ranges were manufactured by ********. They have dozens of videos on ******* on how to repair each and every issue that can arise with the range. We have parts on-hand and can supply them as needed.

   

  Customer response

  09/23/2024

  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  
  Wow, you just revealed your true colors by your response. Now everyone can see what kind of unprofessional & unethical people we have had to deal with. If you read my complaint I said I cant use my oven. Its never worked! You sent us a defective range. We called your appliance suggestions & they dont drive 4 hours to repair. Any other companies we called refuse to work on your ranges. Hmmm, I wonder why? 
  You want me to watch a video to repair a defective range that cost us $5,000?what a joke. You should be ashamed of yourselves. You should be doing everything you can to satisfy your clients. Especially when it is your fault. Oh, & we did finally get a part out of you  & its the wrong one!!!! We also have neighbors that witnessed the oven sounding like it was going to blow up. They all moved in around the same time we did  & they have had no issues with their ranges. They also know that when they come over for dinner we have to cook on the grill. Silly us for trusting a company that we thought was wonderful at the time. Yes, you are one of the worst companies that we have ever dealt with. 

  Regards,
  
  ********* ********

  

  Business response

  09/24/2024

  This customer has had their range in their home for 6 years. All of a sudden, we are the most unethical and dishonest company in the country? Not understanding the extreme animosity, but we have components if their repair company diagnoses defective parts needed. We recommend to get a licensed electrician and licensed gas plumber to your home to analyze the range and figure out which components it needs to repair. If there is a loud boom noise, chances are the range it collecting too much gas before it ignites. There could be several reasons for this, but in most cases, it is because the igniter in your oven is actually dirty. Grease and grime can build up on the igniter over time. It is supposed to heat up to light the gas, but when it has to heat up through a great deal of dirt, it does not light as quickly, allowing the gas to build up. You should wash your oven and burner components with warm soapy water every year. Any grime build-up can usually be removed with Barkeepers Friend. We hope this helps. 

  Customer response

  09/25/2024

  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  you obviously do not get it. If you read & understand my original complaint, I said the  oven made the loud noise and stopped working the first time we used it. We have friends & family that were in the house when this happened. We all ran outside because we thought it was going to blow up. I now use the oven of these same people when I need to bake something but we mostly cook on the grill. Stop accusing us of using our oven & coming on here to supposedly get a new one? We have tried to get your help in the past 6 years. Its either you dont answer the phone, you argue all the time & its been a constant battle. We finally got a part that we think was the problem & you sent the part for another range. Blaming this on dirt or grime is pathetic. This oven has not worked since we bought it. You failed! Do you really think we would get on here & lie? We are exhausted with this treatment. We bought a $5,000 oven & You failed to follow through with your defects. We have called for help with you & and when we finally got a response you sent us to a company that is 3 hours away. Any company we called will not work on your ranges. ( red flag) Anyone reading this can tell by your remarks what kind of company you are. Customers please read & see that by these comments this person has made to us, arguing with us & making up stuff is what we have dealt with for 6 years! Yes, you are the worse company I have ever bought from. I will find someone to help us find other places to report you. 
  
  

   

  Regards,
  
  ********* ********

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered a dishwasher with Hallman Industries in April of 2024. Our dishwasher was delivered at the end of May but was not installed until the end of June due to a kitchen renovation that was being done in our home. Once installed, the dishwasher worked properly for 3 weeks before it completely stopped powering on. We have had both our contractor and an electrician come to look at the wiring in and around this dishwasher and everything here at our home is in perfect working order. We believe the dishwasher's panel was faulty and that this is a computer issue within the dishwasher. Considering these are new appliances that just came out, there are bound to be issues with some of them. Unfortunately, we are the bearers of a "lemon" and would like a full refund. When emailing this company, you get the "run around" and the last I was told was to call **** Appliance" which we find disrespectful and absurd. When you pay as much money as we did for this dishwasher, you expect to have a working product. Per the *** Code in the *************, if you are sold a product, it should work for its intended purpose. This product is not working at all for its intended purpose and we have no reason to believe that a new "part" will fix this issue. If anything, it would have to be a replacement and we don't want a replacement of this faulty product. We have additionally filed a complaint with the ************************* of Texas and intend to go further with this if a solution is not remedied quickly.

  

  Business response

  08/27/2024

  The customer has been explained that ********************** provides a free parts warranty, and offer extended warranties to help them cover the cost of service providers and ensure future coverage for many years to come.
  
  The customer has been spoken to by our service department and team is working through the case to ensure they have proper parts needed to repair the dishwasher.

  Hallman believes customer had power failure to cause electronics to go bad in the unit. This is the first power board failure of hundreds sold and we are working to ship the replacement parts asap.

  Respectfully, 

  Hallman team

  Customer response

  08/28/2024

  Complaint: 22095568
  
  I am rejecting this response because it has been 12 days since a dishwasher technician came out to look at our dishwasher and deemed the issue the dishwasher and not an electrical issue. The technician stated that power was feeding to the unit, however there is a piece at the back of the unit that is not feeding power into the control panel. The dishwasher technician has never seen this part before and he services dishwashers daily. For 12 days, we have attempted to get our warranty parts from this company and we continue to get the run around, with things being stated like "the manufacturer has not been in touch with us yet", etc. etc. Not to mention, Hallman Industries provided a false credit card number and false customer service phone number to my repair technicians for the warranty repair. Not until they were confronted did we get them to provide a correct credit card number. They are a fraud! 

  There are so many customer complaints with this company's products, I am definitely not the only one. There is a dedicated ******** page where people have voiced their complaints and have stated how terribly they have also been treated as customers with no end in sight to a resolution to their problems. 

  This company is attempting to not pay for this warranty piece. That is truly what this is all about. *** Hallman and his group had this statement from my technician and CONTINUES to say that this is an electrical issue on our end. We just had a $100k renovation on our kitchen. It is most assuredly his product and not an electrical issue. 

  
  Regards,
  
  *******************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was having issues with ***** which is where I purchased my stove from. Lowes canceled the order and I received a call from ********* ******. He explained the situation with Lowes over the phone and said that they would be able to price match and process the order directly through Hallman. Everything went smoothly as far as delivery and communication on their end up until now. This stove was delivered MARCH 18th 2024 Fast forward to JULY 24th 2024 and 4 out of my 7 burners DO NOT WORK!!! Ive contacted them multiple times and they arent helping. They said I was out of their 90 day warranty period and since I didnt purchase their 5 year warranty through *** they couldnt do much but that they would talk to a technician. This was a $6,000 stove. This is completely unacceptable also might I add, they never even offered me the warranty they just billed me for the stove. I expressed to them I was hosting a party at my house the following week and it seemed like absolutely nobody cared except for ****** who has amazing customer service. Everyone else never got back to me. Im tired of hassling this company to help me. I should not be dealing with a quality control issue and be left to pay for this on my own.

  

  Business response

  09/24/2024

  Sorry your burners are not working. You will want to have your plumber carefully inspect each burner. Remember, they must be seated perfectly to work. There are numerous ******* videos on how to properly set ILVE burners so they work properly. Push down slightly on the burners to seat them. Make sure all of the grooves and fittings line up perfectly. Ensure the igniter is at the proper level to spark the flame to the burner. Plumbers are licensed in this type of work and usually can help explain things better in-person. However, check the ******* videos as well. Many folks deal with this on professional ranges. Once installed properly, they last forever. Keep clean with warm soapy water occasionally as well to ensure ioptimal performance. Barkeepers Friend helps remove build-up and spatters on the shiny burners as well.  Thank you.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hallman oven stopped working and repair man inspected and identified the replacement part. After a month of reaching out to customer service at ********************** to order the part and getting the run around, my repair man turned it over to me to try. After one month of failed attempts to get the part ordered, I was finally told that they wouldnt have the part in stock for another month and I was directed to submit a part request. I submitted the request and received a follow up that the part may take 2-3 months to receive. I informed them this was not acceptable as my family has not had an oven to cook our meals for 3 months and we could not wait another 2-3 months and my only solution would be tobuy a new oven for $4-$5k and submit a complaint to BBB. It is not acceptable for an oven that is sold through various channels, including ********** to not have parts for its oven. It was then I received a response that they could now get me the part shipped within a day of submitting payment for the overpriced $300 part. I paid for the part and it has now been 3 weeks with no shipment confirmation or response to my many emails of follow up. I have seen many other complaints on BBB regarding lack of response to customer issues with their ovens and warranty matters. I have received multiple calls from Hallman trying to sell me their extended warranty. Seems the company is only interested in taking your money and not standing behind their product and ensuring property inventory and customer support to deal with quality, warranty and repair issues.

  

  Business response

  07/09/2024

  Parts have been difficult for us to procure from our previous supplier, ILVE SPA.
  We will inspect your case today and see if there is a way to get your part expedited.
  Thank you.

  Customer response

  07/10/2024

  Complaint: 21935495
  
  I am rejecting this response because: 

  This is the response I received the first 2.5 months and then was told the part was in and being shipped to me within a few days of me paying for the part. I paid immediately, it has now been 3 weeks and no part or confirmation of shipping. My customer service *** will not respond to my emails or calls. I am going on 3 months without an oven to cook for my family. I spent too much on this oven to get this kind of service. 
  
  Regards,
  
  ******** ********

  

  Business response

  09/24/2024

  I show that your part was shipped out on 7/10/2024.
  Apologies for the delay.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order was placed for dishwasher and range hood in 11/2023. Dishwasher was delivered on 7/2/2024 with no handle. Range hood has not been delivered with no scheduled delivery date.

  

  Business response

  07/09/2024

  We will send the HANDLE asap. Hoods are backordered until October as we took several months longer than expected to finalize our new design and engineering projects for the new product line. We apologize for the inconvenience and will work to resolve this case ASAP. Thank 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. ↩