This complaint concerns a Thermador refrigerator costing approximately $10,000 that has failed to function properly within its first year of installation and the company’s continued failure to repair or replace the appliance despite repeated assurances.My daughter purchased this refrigerator as part of a home renovation. The appliance was selected and ordered by an interior designer, but my daughter paid the full cost. The refrigerator was delivered and installed by Thermador or its authorized agents.From early on, the refrigerator failed to operate properly, despite being less than one year old and still under warranty.My daughter contacted Thermador immediately. She was repeatedly assured that service would be provided “tomorrow” or “right away,” especially given that the household includes small children, one of whom is nursing. Despite these assurances, service appointments were postponed multiple times without notice, and Thermador representatives provided contradictory and misleading explanations, including claims that parts were unavailable, followed by claims that parts had arrived, followed by claims that repairs were completed—when in fact the refrigerator continued to malfunction.This pattern has continued for over four months, during which Thermador has:Failed to provide timely or effective repairsProvided inconsistent and inaccurate informationFailed to resolve the issue through replacement despite repeated acknowledgments of ongoing malfunctionAs of this writing, the refrigerator still does not function properly, and Thermador has not provided a permanent solution.Additionally, Thermador incorrectly listed the interior designer as the owner of the appliance, despite the fact that my daughter paid for it in full. This error has created unnecessary complications and raises concerns about improper documentation and ownership records.A refrigerator at this price point is marketed as a premium, reliable product. Thermador’s failure to repair or replace a defective appliance within a reasonable timeframe constitutes a failure to honor warranty obligations and basic consumer protections.Resolution Requested:Immediate full replacement of the defective refrigerator orFull refund of the purchase price, including associated installation costsThermador has had more than sufficient time to correct this issue. Continued delays and excuses are unacceptable and constitute unreasonable hardship to the consumer.This complaint is submitted in good faith with the expectation of prompt resolution. If Thermador fails to act, this matter may be escalated to additional consumer protection agencies and legal counsel.
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