Complaints

This profile includes complaints for ZLINE Kitchen and Bath, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ZLINE Kitchen and Bath, LLC

  350 Parr Cir Reno, NV 89512-1004

  
• 

  ZLINE Kitchen and Bath, LLC

  9650 Gateway Dr Ste 202 Reno, NV 89521-3962

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zline Recall on 36 oven received parts 2 weeks ago still waiting on service repairs have called customer service on 02/17/23 said to call back in a week which I did on 02/23/23 and that person said she couldnt help me after the other person a week earlier told me to wait one week and they would escalate the call to a supervisor to try to get service repairs done

  

  Business Response

  Date: 03/07/2023

  Hello,
  

  
  We apologize for the delay in locating service for this customer. We are still working as quickly as possible to locate service for all affected customers in the order of the initial case submissions. We do not yet have a provider assigned to this customer, but the case is still open as our warranty partners work on locating service. We know this is not ideal, but we do have the option for the customer to use a provider they may be familiar with to perform the service, and we will reimburse up to $300 as the repair is relatively simple. We can also take any suggestions for service providers the customer is familiar with and attempt to contract the service with them directly. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We spent over $5,000 on a Z-LINE 48" range and immediately received a recall on the range.The recall was regarding a component that needs to be replace because there is a possible carbon monoxide leaking issue. If this is repaired in a timely manner I wouldn't have an issue...The replacement part has been in my possession and still no contact from z-line about scheduling a tech to install. There is no definitive answer on when this will be fixed....so far just a lot of non-committal "customer service" type answers. It has been months and we just continue to wait for a call to schedule. I anticipate a similar response to this complaint.Fix the problem...no more waiting...do better. This is impacting peoples lives by choosing Z-Line.

  

  Business Response

  Date: 03/07/2023

  Hello,

   

  We apologize for the wait time to locate service for the customer. We are working as quickly as possible to locate service for all affected customers in the order the cases were originally received. We can offer the customer a 10% credit for the inconvenience if they can continue to wait for service. Alternatively, if the customer has a service provider they are comfortable with we are more than happy to take that recommendation to speed along the process, and even reimburse the customer up to $300 if they prefer to contract the service provider on their own. This is of course not our ideal solution, but one that we have offered to customers that are familiar with a provider in their area. In the meantime, we will continue with the existing service claim on our end. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19456717
  
  I am rejecting this response because:

  It does not solve the problem. I cannot believe how long it is taking Z-Line to schedule someone to repair this....we've had the part for months.

  Until they ACTUALLY schedule a tech to repair the issue I am not accepting their response. I have yet to see a commitment from Z-Line... 
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 03/22/2023

  Hello,

   

  This case has been dispatched to one of our service *****************, and they have indicated that service has been scheduled with the customer at this time. We will follow up with the customer directly to confirm.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a recall notice from Zline on an oven we purchased. A fairly serious issue regarding carbon monoxide poison leaking from the oven. I was told to IMMEDIATELY stop using the appliance. 2 weeks later - which I felt was a long time - the part finally arrived. I was then told to wait for a repair person to contact me to install the part. It has been 6 weeks of my having no oven and a family to cook for and whats worse is there is no end in sight. This oven was thousands of dollars and zline seems to feel that if they just keep thanking me for being patient ( which has run dry!!) that all is well. It is not. I demand that my oven be repaired immediately. This is unacceptable.

  

  Business Response

  Date: 03/03/2023

  Hello,

   

  We apologize for the delay in locating service for this customer- at this time, her case has been dispatched to a Mr. ********* repair center in her area, and we have been in touch to provide her with the contact information. We expect her repair to be completed very soon.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Warranty refuses to schedule appointment, *** waited two months

  

  Business Response

  Date: 03/01/2023

  Hello,

   

  We apologize for the delay in service for this customer- unfortunately, a system error prevented this case from reaching our customer service team after the customer responded with the information we needed to submit the claim. A member of our team will be reaching out to the customer shortly to complete the case and submit the warranty service request. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. We purchased our zline oven in 2022. Since then our carbon monoxide detector has gone off numerous times resulting in Fire an ambulance at our home. Months later, a recall was issued for our gas oven. Since the recall zline has not resolved the issue. We weighed it a month for our repair kit to solve the problem. We are now waiting over a month for a technician to come install the repair kit. We have not been able to use our oven all winter long and we still cannot use it. Every time I inquire when is a technician coming. I am told they are working on it. I was told in the beginning it would take five business days after receiving the repair kit for a technician to come. We spent over $3000 on our oven that we cannot use due to carbon monoxide leaking. Its been months. This is unacceptable. No family should ever be put into such a dangerous potentially deadly situation.

  

  Business Response

  Date: 03/01/2023

  Hello,

   

  We apologize for the issue the customer has experienced and for the delay in service. We have previously sent them a 20% credit for the inconvenience and the wait time. If they are unable to continue waiting, we can offer a return and refund of the remaining 80% of the value of the unit. We touched base with the customer on 2/28 to discuss these options.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a ZLine stove in November 2022. We were notified of a safety hazard recall on our stove. The parts are still on my counter and nobody will return my calls or emails! Not only is there a dangerous recall but the oven, that is the central piece of my business, is 75 to 100 degrees off!! I literally have to sit on the kitchen floor and watch the thermostat we bought and adjust the temperature and make sure I dont ruin my bakes!!! I have wasted so many ingredients!!! So frustrated and upset. They did send out a repair technician from ******* appliance repair who literally yelled at me for buying an appliance that nobody knows how to fix and then he left!!! I just stood there stunned! Now I cant get Lowes, Zline or **************** to return my calls!!!!

  

  Business Response

  Date: 02/28/2023

  Hello,

   

  We deeply apologize for the issues the customer has encountered with his range. The comments made by the technician do not represent or uphold the values held by ZLINE. We can continue with the repairs with a different provider if this is acceptable to the customer, or we can process a return for a refund. At this time, we do not have the product in stock to do an exchange and will not have it on hand for a few months. We will reach out to the customer directly to discuss their preferred solution.

   

  Thank you,

  ZLINE Kitchen and Bath

  

  Business Response

  Date: 03/14/2023

  Hello,

   

  We have processed a return and refund per the customer's request- the customer will receive additional details regarding the return process from our returns department with ***** hours.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 29, 2022 our Zline gas range was recalled. We were told not to use the oven. There was a concern about carbon monoxide emissions. As instructed, I notified the recall center to register my recalled item. The oven was still under warranty and purchased in early 2022.We were told a replacement part would be sent in the next 2 weeks. When the part did not arrive I notified Zline and it was delivered a week later. Since that time, I have received no update on installing the replacement part and have been unable to use my oven since the date of the recall, which is almost 2 months.I have called and emailed Zline multiple times. My email is returned with a form message that I will be notified in 5 days to set up a service appointment to install the new part. I have never received a call from a technician. When my phone call is returned from Zline I am told that they are locating a service provider in my area but can give me no time frame.When I called the recall center they told me that Zline is providing no update information to their affected customers and are keeping them in the dark.I have asked for a replacement range, since mine is under warranty and am told that they do not have one in stock. I have asked for the contact of the independent recall agency and am told that they cant give that information out to customers. I NEED a functioning oven that is not going to kill me. My husband and I have exhausted all means to resolve this situation to no avail. We would like to know our options and/or next steps and what, if anything BBB can do to help rectify this situation.

  

  Business Response

  Date: 02/28/2023

  Hello,

   

  We apologize for the delay in locating service for this customer- at this time, the case has been assigned to one of our warranty service partners, and they have located a provider within their network to complete the repair for the customer as of 2/22. The repair company is called Dream Appliance Repair, and if they have not already reached out to schedule an appointment, they should be very soon. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Its reassuring to see we are not the only ones experiencing this. We have one of the ovens with a recall part. We received the part almost a month ago. I saw in another complaint on here that a customer said ********************** will not fix the issue to which ZLINE stated that at no point did we say we would not resolve the issue. Heres the thing - actions speak louder than words. The actions of the company during this process have spoken volumes. The customer service on this has been truly terrible. I wish I could say I am exaggerating for dramatic effect but the recall customer service agents for the recall number have been **** and rude. I am now on my 8th try in an hour to contact their customer service.

  

  Business Response

  Date: 02/28/2023

  Hello,

   

  We deeply apologize for the delay in facilitating service for this customer and want to assure them that we are committed to resolving the issue for each and every affected customer. At this time, the customer's service has been assigned to one of our warranty service partners, and they are in the process of dispatching the claim to a provider within their network. Once a provider is located and accepts the claim, the customer will be contacted to schedule a service appointment. The time to receive a call from the provider will vary based on location and the provider's availability, as many providers are accepting multiple claims for our customers. For the continued wait, we can offer the customer a 10% credit. If they are unable to continue waiting, we can process a return for a refund. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19435804
  
  I am rejecting this response because:

  The oven was FINALLY "repaired" a couple of days after I made this original complaint - but now after repair, the often emits an even worse gas smell when it is turned on. Enough to cause headaches.

  This is unacceptable.

  
  Sincerely,
  
  J ******

  

  Business Response

  Date: 03/13/2023

  Hello,

   

  We apologize for the issue with the repair, and can offer the customer either a second service call to ensure the repair was done correctly by a different service provider, or we can offer a return for a refund. We will reach out to the customer directly to confirm their preferred solution.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Zline range. Learned of recall due to potentially high carbon monoxide emissions - didn't learn of recall by Zline but came across online. I filled out the recall paperwork. Called and spoke to recall center who was very rude and disinterested. Spoke to a nice gentleman at corporate who assured my that once I received parts an immediate repair would be scheduled. Parts have been here two weeks and all I can get for a response is they are working as quickly as possible to resolve. Now after spending $3,000 on a range Zline there is no end in sight and I have not been able to use my oven in over a month.

  

  Business Response

  Date: 02/27/2023

  Hello,

   

  We apologize for the issues the customer has experienced and for the delay in service. Due to the current amount of inquiries, service location has taken longer than we would prefer. If the customer is unable to wait, we will be able to facilitate a return for a refund. We will reach out to them directly to discuss options.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim for a Zline Kitchen oven, consumer ************************* recall case number ********. Our oven is under a recall for possible leaking of carbon monoxide gas one in use. Weve already had the fire department come out once when our carbon monoxide detectors going off after oven cooking. I filed a claim with Zline kitchen. The recall part has been sitting at my house and the company hasnt made any progress on scheduling the repair. They are trying to encourage customers to handle their own repairs with an outside company, in a sense washing their hands of the situation. The companies Ive called locally to try and get a fix will not cover the part because they did not provide it. Zline will only pay $300 to cover a repair, which barely is enough to cover a technician service call to make an assessment. I have repeatedly called, emailed and posted to their social media accounts asking for escalation. What I continue to get is lip service.

  

  Business Response

  Date: 02/27/2023

  Hello,

   

  We apologize for the issue the customer has experienced and for the delay in service. At this time, our records show that the customer received their initial service appointment last week, and the service provider called in to request additional parts which have shipped and have an ETA of 3/1 with ***** tracking number ************. Once the additional part is received, the customer may contact the service provider to complete the repair.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 02/27/2023

   
  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. While it would have made more sense for the company to have sent out the correct part the first time, I accept that they coordinated the repair. 
  
  Sincerely,
  
  ***********************************