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:02/16/2023

  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.

  There is a recall on my oven, Zline sent the part but has not sent a repairman to replace it. They said it could take up to 72 hrs for them to call and it has been two weeks. They say do not use the oven til it is done.

  

  Business Response

  Date: 02/27/2023

  Hello,

   

  We apologize for the issue the customer is experiencing and for the delay in service. At this time, the customer's case has been assigned to one of our warranty service partners. Once a service provider within their network accepts the claim, the customer will be contacted directly to schedule an appointment. We will reach out to the customer directly to discuss alternative options if they are no longer able to wait.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19418466
  
  I am rejecting this response because: this is the same answer I have been getting for the past month. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/07/2023

  Hello,

   

  We can offer the customer a 10% credit based on the original purchase price of their range if they would like to wait for the repair, or a return for a refund with proof of purchase. Alternatively, the customer may contract their own provider and we will reimburse for the service up to $300. The repair is safe and simple to complete, and any authorized technician will be able to follow our easy instruction pamphlet to complete the repair. We know this is not ideal, but we want to offer customers every option to complete service as quickly as possible. We will of course keep the case open on our end to locate a provider unless told otherwise. Please advise.

   

  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 have Z-line range that has the oven recall due to carbon monoxide. I followed the instructions for the recall, and have received the repair kit. Zline says that a repair service will contact me, but I have heard nothing. I've contacted Zline, but there's been no response to my email, and they are not able to provide any service repair information when I call them.

  

  Business Response

  Date: 02/27/2023

  Hello,

   

  We apologize for the issue the customer is experiencing and for the delay in receiving service- at this time, we are awaiting a service provider with availability to accept the claim. Once a service provider accepts, they will reach out to the customer directly to schedule the service. For the inconvenience, we can offer the customer a 10% credit to continue to wait for the repair, which we hope will be facilitated in the next 2 weeks. 

   

  Thank you,

  ZLINE Kitchen and Bath

  

  Business Response

  Date: 03/13/2023

  Hello,

   

  We will be reaching out to the customer directly to obtain information for the pickup of the current unit and delivery of the new one. 
  
  

  
  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/16/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  **** ****
  

• Initial Complaint

  Date:02/14/2023

  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 has a large recall where affected gas range models can leak Carbon Monoxide. They instruct customers not to use their oven , order a repair kit, and wait for service. However, they will not give a timeframe for any service appointment. I have called several times and zline refuses to give any information about when I will be contacted. This is completely unacceptable to tell people they are at risk of carbon monoxide poisoning, and then not provide a resolution within a reasonable timeframe, or even a projected date of resolution. This is bad business and I want to know when I can expect a service tech to fix the recall so that I can begin using my oven. As a side note, there are posts on Houzz where people still haven't been contacted for service even after two months.

  

  Business Response

  Date: 02/22/2023

  Hello,

   

  We apologize for the issue the customer is experiencing and for the delay in receiving service to resolve the issue. We are working as quickly as possible to resolve the issue for all affected customers, and many have already been serviced at this time. Currently, this customer's case has been handed to one of our warranty partners to locate a service provider in the customer's area with availability. Once a provider is located, the customer will be contacted to schedule an appointment. Although we cannot provide an exact date of completion at this time, we do hope to have a provider located within the next 2 weeks if not before.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19400959
  
  I am rejecting this response because:

   

  It is simply unreasonable to expect people to be without a range oven for weeks or months without a hard date for repair - I need to feed my family! Obviously, I am not using my oven, but I have tested and within one minute of turning it on, the CO detector started beeping with high levels. I've had this range for about two years. It makes me sick thinking how this appliance may have been slowly poisoning my family the entire time.. Zline sold a defective product that could have killed my family. It is Zline's responsibility to act QUICKLY to ensure people can still cook the food they need to feed their families. To pass the issue off to a third party, and not provide a prompt fix, or a prompt time frame for the fix, or a way for customers to contact the third party, is completely irresponsible and unethical. 

   

  How can it take another two weeks just to find a provider in my area? Hasn't that process been going on since I received the parts on 2/8?? Pretty sure it takes ONE day to find a provider. It simply does not take weeks to find a provider - this is an unnecessary delay on your part. Then there's the question of how far out the service provider will be booking appointments. At that point, it will have been well past a month waiting for a fix.. oh, and I'm going to guess they will want to schedule during spring break when I'm on vacation in about 4 weeks too......

   

  I would like Zline, or whatever third party they want to use, to provide an appointment date. I don't want a non-guaranteed projection of another two week wait for a future appt. If your third party can't do that, then it's your responsibility to get as many third party providers as needed to provide appointments quickly to your customers. Stop playing victim to your third party. You are showing no empathy for what you've caused your customers to deal with. 

   

  Also, is a refund an option since you can't provide service for this issue in a reasonable timeframe? 

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

  

  Business Response

  Date: 03/03/2023

  Hello,

   

  We want to assure the customer that we are indeed working as quickly as possible to find service providers for all customers with affected ranges. Unfortunately, the issue is not lack of effort but lack of bandwidth. We are utilizing both 3rd party providers and our own in house warranty team to make daily calls to service providers for each customer in the order the cases were received. We want every customer to have a satisfactory resolution as quickly as possible. We can offer the customer a 10% credit if they are able to wait for the repair, or a full refund if they prefer to move forward with a return.

   

  Thank you,

  ZLINE Kitchen and Bth

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19400959
  
  I am rejecting this response because: I have too many unanswered questions to accept the business' response:

  1. You stated in this BBB complaint that you hoped to have a service provider located within two weeks or sooner. Unsurprisingly, that was two weeks ago and nobody has contacted me. So what is the status of my repair request at this time? If I wait, then how long is the new timeframe that you expect me to wait for??

  2. If I accept the 10% credit, is that credited to my original payment method?

  3. If I want a refund, what is that process?  Do you send someone to pick up the range? Do I have to pay shipping? How soon do I get a refund?
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/14/2023

  Hello,

   

  At this time, we do not have an exact date for service in this case- it has been assigned to one of our warranty partners, and is pending dispatch to a local provider. A 10% credit would be issued via check, as we do not process credit card payments or refunds. Should the customer opt to return the unit for a refund, ZLINE would facilitate an in-home pickup at no cost to the customer, and also issue a refund via check. A check is issued as soon as pickup occurs, and is sent in the mail. Please advise.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19400959
  
  I am rejecting this response because:

  
  Since I have confirmed with your customer service department that the latest ranges are shipping with the issue fixed, can you provide a replacement unit instead of a refund? 

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

  

  Business Response

  Date: 03/22/2023

  Hello,

   

  We are able to issue a replacement per the customer's preference, and will reach out directly to facilitate an exchange. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/10/2023

  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 purchased a ZLine 30" range within the past year. I was notified at least a month ago about a recall for the oven part of the range. The notice said it emitted a dangerous level of carbon monoxide and we were to stop using the oven immediately. Also were told that an oven part would be sent to us and then a service person would be scheduled to replace the part. I received the part over 2 weeks ago. I have not received any call to schedule the service. I have tried calling ZLine several times and after being on hold you are just disconnected. I have tried to find an email address and cannot. So for a month now I have not been able to use my oven and have no idea when they will schedule it to be fixed. If the cannot schedule the repair within the next 10 days I'd like them to take their stove back and I will be another brand thats more reliable and responsive.

  

  Business Response

  Date: 02/13/2023

  Hello,

   

  We apologize for the issue the customer is experiencing and for the delay in scheduling service. We are working as quickly as possible to locate and schedule service for all affected customers. Due to the volume of incoming inquiries, it may be difficult to reach us by phone at this time, but we can be reached by email at ********************************************************* At this time, we are awaiting the location of a service provider for this customer, and once a provider is located they will reach out directly to schedule an appointment. In the event that the repair cannot be completed in the next 10 days, we are more than happy to discuss alternate solutions with the customer.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 02/15/2023

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

• Initial Complaint

  Date:02/08/2023

  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.

  ZLine, initiated a safety warning to not use our 30 inch gas stove oven because of the potential carbon monoxide poisoning danger. It has been over 90 days since we received our warning and we havent used our oven since that time. Zline shipped the new parts to fix the problem 2 weeks ago and said an installation technician would contact us soon, but No One has contacted us to repair our stove. We have complained to Zline but have gotten no response. Its ridiculous to be without an oven going on two months.

  

  Business Response

  Date: 02/09/2023

  Hello,

   

  We apologize for the issue the customer is experiencing and the delay in service. We are working as quickly as possible to assist all affected customers. The recall notice was not sent over 90 days ago as the customer states. It was announced on December 29th, which was less than 6 weeks ago at the time of this submission. At this time, the service has been assigned to one of our warranty service partners. Once a specific technician is assigned to the case, the customer will be contacted to schedule an appointment. We hope to have this occur in the next 1-2 weeks.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19369115
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  ok its 2 months since service notice. WTF. 2 month without an oven is acceptable to the BBB? Come on man.

  Do your job or please turn it over to the *** or OSHA as this stove is a danger to the health and safety. 

  

  Business Response

  Date: 02/09/2023

  Hello,

   

  The repair and parts have been tested and certified by the Consumer ************************* (CPSC), a government agency assisting us with the recall efforts. We are 100% committed to resolving this issue for all affected customers. We can offer the customer a 10% credit of the purchase price of their unit if they would choose to wait for the repair, or we can offer a return for a full refund. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 02/10/2023

   
  Better Business Bureau: SEE my comments below on accepting their terms. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I will accept their offer of 10% refund on the cost of the stove to wait for the repairs, which they promised to be within two weeks of 2-9-23.  IF they fulfill their part of the deal this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/06/2023

  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.

  During covid in 2021 i called Zline vendor services as I am a designer and needed to replace an Island fan hood.I dealt with a ******************* and sent him photos and measurements of the existing fan hood so that it could be replaced with another compatible hood..He assured me that the hood I was purchasing would work.After this I could not find anyone to install due to covid and the fan hood sat in the box unopened .I contacted Z line many times and finally they were able to recommend an Installer, In Nov 22. the installer came out and after paying him a service fee I was told it was not the correct fan hood.I called Zline and let them know that I needed another fan or a refund and they refused to help.This is very bad service and very unprofessional as the hood is still brand new in its box.I really feel that they should not be selling me an item and telling me it will fit when it will not.I would appreciate some help on this matter as i have waited so long and now Im stuck with a piece if metal that cannot be used.

  

  Business Response

  Date: 02/08/2023

  Hello,

   

  We apologize for the customer's frustration, however, we are only able to make recommendations based on the specifications provided to us by the customer before purchase. There are additional variables in this customer's case that present a challenge for installation, but not an impossibility with help from a contractor. The customer is out of return policy by approximately 7 months, and we are unable to accept a return for a refund per policy. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 02/08/2023

   
  **mplaint: 19344407
  
  I am rejecting this response because:

  As you are aware that during **vid You **uld not get anyone to work to do an install . I must have called over 20 **mpanies and sone were given to me by your **.

  As a designer I relied on your ** to be able to sell me a **mpatible product  this is just  a replacement hood not a new install .I had sent photos of existing unit and full specs with measurements .

  This is what your ** said would work .

  Now after finally getting an installer re**mmended by you He says it does not work .

  You should take some   responsibility  when selling your products as This unit is still in its box and if no use and Im out nit only money for the unit but service fees for the installer to **me out and look at it .

  I would appreciate sone **operation on this problem .

  Thank  you 

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

  Hollywood Design Inc 

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

   

  
  
  
  

  

  Business Response

  Date: 02/09/2023

  Hello,

   

  ZLINE is not in the business of installing products- we do not have a physical presence in all 50 states and only have limited recommendations. It is the duty of the customer to facilitate installation with a local contractor, electrician, or handy man. It is also the duty of the customer to ensure that the specifications of the product match the specifications of the project. We can only make recommendations based on the information the customer provides us. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/06/2023

  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.

  My z-line oven was recalled on December 26. I received my repair kit on January 27. I called today February 6th about when someone would be contacting me to do the repair and was told that they have not hired any repair companies to do the repairs. And dont know when they will!!! I have been without my oven for 7 weeks and feel this is outrageous on z-lines part. Thank you

  

  Business Response

  Date: 02/08/2023

  Hello,

   

  We apologize for the issue the customer is experiencing and want to assure them that we are working as quickly as possible to facilitate parts and service for all affected customers. At this time, the service appointment for this customer has been assigned to one of our warranty service partners. Once a provider accepts the claim, they will reach out to the customer to schedule a service appointment. We are utilizing several resources to facilitate service for our customers, and have already has customers scheduled and service complete in some cases. We are working on each case in the order they were submitted, and we are committed to resolving this issue for all customers.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 19341145
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 02/09/2023

   It has been 7 weeks since I put in my claim I was told by a representative from z line that they do not know who is going to fix the issue because they havent hired anyone yet so for them to say they are fixing the recall in the line that they where received is not true

  

  Business Response

  Date: 02/09/2023

  Hello,

   

  We want to assure the customer that we are indeed working on locating service for our affected customers as quickly as possible- as of 2/7/23, this customer's case was assigned to one of our warranty service partners, and they are in the process of contracting a service provider for this case. Once a service provider with availability accepts the case, the customer will be contacted to schedule an appointment. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/01/2023

  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 bought a brand new RG36 Z-line range in 2021. The oven stopped working mid 2022 and it was very difficult to find someone in our area who was willing to repair it. We spent several hundred dollars to repair it since it was out of the warranty period already. I believe the issue was a faulty ignitor in the oven which the repairman said was a known and common issue with these ranges.The door of the oven has never closed properly and it takes FOREVER to heat up. We could always faintly smell gas whenever we used it which we attributed to the door not closing all the way. Then we heard about the recall of the RG36 model in late December 2022 due to leaking carbon monoxide and immediately filed for repair. Good to know we have been exposed to toxic gas on a nearly daily basis! It's over a month later and we have received the necessary parts for the repair but now we have to wait for a repairman to contact us to schedule a repair. I called the recall center to attempt to schedule the repair and they said there is nothing they can do- I just have to wait until I am contacted. They cannot provide an estimate of how much longer we have to wait and there is no one else we can call. The representative at the recall center just said "well, there's a lot of people affected so you just need to wait." How long are we supposed to wait? Another month? Several months? Nobody can even provide an estimate of how long we will be without our two-year old oven. It's unacceptable and I'm almost ready to purchase a new range from a more reputable company.

  

  Business Response

  Date: 02/08/2023

  Hello,

   

  We apologize for the issue the customer has experienced and for the delay in resolution. We are working to resolve this customer's case as quickly as possible along with others affected. At this time, the customer has received parts, and the service has been dispatched to one of our warranty service partners. Once accepted, the customer will be contacted to schedule an appointment. We will reach out to the customer directly to discuss options if they are unable to wait any longer.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18967275
  
  I am rejecting this response because:

  I am not ready to close this complaint until this matter is resolved. Zline emailed me offering to "facilitate a return for a refund". We provided our receipt for our RG36 range to Zline today and I will happily close this complaint once our refund has been processed.

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

  

  Business Response

  Date: 02/22/2023

  Hello,

   

  We have sent a follow up request for additional information from the customer in order to proceed with the refund and will look forward to hearing from them to move forward.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 18967275
  
  I am rejecting this response because:

  I will not close this compliant until we have received the refund as promised by Zline.

  On February 23rd we received an email from Zline stating "returns department will be in touch with details of the return process within ***** hours". Today (six days later) we received an email stating that they have "submitted the ZLINE Freestanding Range in *************** ***** (RG36) return with Pilot Freight... Once we receive the notification that the RG36 was picked up, we will initiate the refund process."

  We do appreciate that Zline is slowly working with us towards a refund as they initially promised on February 8th. Once we receive our refund I will close this complaint.

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

  

  Business Response

  Date: 03/13/2023

  Hello,

   

  Our records show that the unit has been picked up as of 3/10/23, and the refund is currently pending. Our accounting department will be issuing a check via mail shortly. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:01/31/2023

  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.

  - Purchased a ZLINE RG-36 on July 1, 2019 - Started having issues with ignitor not working 1 1/2 years later - Reached out to ZLINE for assistance Oct, 2021, no help - out of warranty - Cost of new ignitor (not universal) was $200, plus installation - Had local appliance repair man install new ignitor, total cost to repair almost $500 including parts as he had to come out twice - May 2022 excessive gas smell coming from oven. Had to have the gas service out to make sure our health was not in danger. - Current situation - Oven still smelling like gas, the heat is not balanced on both sides. When the flame finally ignites it is a very loud WHOOSH sound, I worry our oven door is going to blow off one of these days. - Concerned about my families health with the latest recall - Would like a refund or replacement

  

  Business Response

  Date: 02/08/2023

  Hello,

   

  We apologize for the issues the customer has experience and are more than happy to assist with their preferred resolution of a refund. We will reach out to the customer directly to facilitate this solution.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:01/21/2023

  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 bought a Zline range. I called the fire department to my house because the carbon monoxide detectors were going off. I later found out it was because of the Zline range and there was a defective part. There was a recall on the part. I filled out the recall paperwork. Now after spending $3,000 on a range Zline won't fix the problem.

  

  Business Response

  Date: 01/23/2023

  Hello,

   

  We apologize for the issues the customer is experiencing and have been working as quickly as possible to gather the parts needed to resolve the issue. The customer submitted their recall case and parts order on 1/5/23 shortly after we announced the recall. At no point in time did we advise the customer that we would not resolve the issue. We received all the necessary parts last week to assemble parts kits for our customers, and they are beginning to ship this week. Once the parts ship, the recall team will begin calling customers to schedule service appointments. We want to assure the customer that we are taking this issue very seriously, and have been working as quickly as possible to resolve the issue for all of our customers. 

   

  Thank you,

  ZLINE Kitchen and Bath