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:01/20/2023

  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.

  Wont return calls and have emailed multiple times. Oven omits carbon dioxide

  

  Business Response

  Date: 01/23/2023

  Hello,

   

  We apologize for the issues the customer is experiencing and are more than happy to assist. We did receive their case regarding the recall on 1/4/23, and since then we have been awaiting the arrival of replacement parts. They were received last week, and we have assembled the parts kits to ship this week. We have received emails from the customer regarding a refrigerator, but none regarding the range since the recall case was submitted. We will be happy to reach out to the customer directly to discuss options. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:01/09/2023

  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 two z line ovens in the last 18 months for both my houses. First one at Lowes for $2,846.96. on 8/14/21, the second one for $3,175.45 at *********** Both ovens have been recalled for leakage of carbon monoxide. I didn't know at the time, my wife became ill each time she cook, They refuse to refund me or help us. they asked us to just stop using the oven. I am without an oven. I want my money back so I can buy a safe oven. Please help me. they refuse to help us.

  

  Business Response

  Date: 01/12/2023

  Hello,

   

  We apologize for the customer's experience and we are more than happy to assist. We have an open recall case submitted for this customer in order to complete the free recall repair to resolve the issue. Once parts are received, the customer will receive an update for a service appointment. In the meantime, the cooktop is still entirely safe to use to prepare meals.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18708781
  
  I am rejecting this response because:   This is a very serious matter.  My wife became ill from carbon monoxide poisoning from cooking with the oven. , & this is tossed aside like no big deal?  I was contacted & asked how I want to proceed.  I responded that I want a refund on both stoves so I can go buy a safe stove. They agreed.  It is not acceptable to just cook on a stove & wait, .....wait....wait until they decide to get a part to fix it?  And maybe open windows if we use it?  does anyone think that's ridiculous?  I don't want this case shut until I get a full refund. I didn't spend $6,000. to look at my oven & not be able to use it..I will take this to the next step & take legal action against these people that almost killed my family..  Sincerely yours, *************************
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/13/2023

  Hello,

   

  We did send this correspondence to the customer on 1/13:

   

  Hello *****,
  
  We have received your BBB submission regarding your concerns about your ZLINE gas range. We do want to inform you that we have an active case going for you to resolve this issue with parts and service. We are hoping to start shipping parts next week. If this is not a solution you are interested in, please provide your original order receipt to process a return for a refund. 
  
  We also want to assure you that we are taking this issue very seriously, and care deeply about the safety of our customers, friends, and family that have these ranges in their homes. We are working diligently to provide resolutions as quickly as possible.
  
  Thank you.

   

  The customer is choosing to proceed with a refund, and we are in the process of obtaining original purchase receipts in order to do so. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18708781
  
  I am rejecting this response because:   i haven't got the times they are picking the ovens up or a refund yet.  I can not accept this until that happens.  I sent them both receipts yesterday. They have not acknowledge these.   *************************
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/18/2023

  Hello,

   

  We have been in contact with the customer to obtain the necessary information to process the pickup. Our returns department sent the pickup request to the carrier, EFW, yesterday afternoon. The pickup numbers are below:
  
  
  (RG30) ********** (TX) | (*********-30) ********** (MO)

   

  The customer should be contacted shortly by the carrier to schedule the pickups. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18708781
  
  I am rejecting this response because:  I have not got a date they are picking up the appliances yet or a refund check.    
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/18/2023

  Hello,

   

  We will not have the dates or times until the carrier schedules this with the customer. Once the carrier confirms pickup, we can expedite the refund check. 

   

  Thank you,

   

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18708781
  
  I am rejecting this response because: I haven't got a call for pick up. once I get that call  & they pick up the  appliances & I receive my check, I will close this case w BBB.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/24/2023

  Hello,

   

  The customer has pickups scheduled this week- once the pickups are complete, a check will be issued. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18708781
  
  I am rejecting this response because:  They scheduled for a day, no time.  but I haven't heard anymore to confirm this , & I still have not received a refund.  Thank-you
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/06/2023

  Hello,

  The check was mailed to the customer on 1/31/23 with ***** tracking 394076549620. The customer should now have the check in hand according to the tracking details:

   

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

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18708781
  
  I am rejecting this response because: This is the worst case of customer service anyone could ever run across.  They literally poison me & my family at Thanksgiving with carbon monoxide leakage from their oven, then they made us jump through several hoops just to get a refund so we could buy a safe oven.   All in their favor.  I had to make arrangements with the company, & they would ask me so they could respond back to BBB.  as if they are doing something. I had to give them the stoves back first before they started asking for RECEPTS A SECOND TIME.  Meanwhile we still have no oven & no refund.  Then we had to trick call them because they would not answer their phones. So we called the line for people interested in BUYING their product.  Then we had to wait 2 more weeks after they LIED and said they would overnight the check. They used the pony express to get here, and i know it was on purpose.  These people are very vindictive, mean & cruel,  As always their greediness took priority over their humanity & compassion for people that fell ill to their faulty product.   DO NOT SHOP WITH THESE Scammers, it could cost you your life>  MADE IN *****.   ITS ALUMINIUM NOT HEAVY STEEL LIKE MOST OTHER OVENS BUILT TODAY.   Not worth 2 cents or you or your families life.  and they could care less!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/08/2023

  Hello,

   

  At this time, we respectfully request that the BBB close this case as we have fulfilled the request of the customer to return the units for a refund which was mailed by check and has since been received by the customer. Several statements in this last rejection from the customer are categorically false, such as the the ranges being made of aluminum when they are in fact 100% stainless steel. We have not been purposefully mean, vindictive, or cruel as the customer has stated, as we have been very willing to assist them in providing a resolution which is now complete.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18708781
  
  I am rejecting this response because:  They continue to make false statements.  Again, Their GREED takes priority over peoples lives.  They continue to shift the focus away from their faulty ovens that leak carbon monoxide & make people ill & can kill people. They need to reach out to people & see to it that these ovens are out of ***** way.  Instead they sit on their a** & made us do all the work.  They never emailed  us, called us wrote or letter, no correspondence at all until we got a hold of them. Then we started getting the correspondence After the fact! after we called them JUST TO SAVE THIER OWN ****.   don't trust these people!   I am done with these idiots. If I saved one life by a person reading this, I feel better & have a clean conscience.  I am done. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/20/2022

  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.

  We finished remolding a house in the fall of 2020 we installed a Z-line dishwasher and within 11 months it was having errors after several weeks of going back and forth and sending out repair men dishwasher still didn't work. ********** was replaced but in less than 6 months we started having errors again I have called several times and emailed several times I get an email back with a case # and told I would be contacted in ***** hours it's now been 8 days and still no response.

  

  Business Response

  Date: 12/21/2022

  Hello, 

  We apologize for the frustration these issues may have caused this customer. ********************** is committed to providing a resolution for the customer. It appears our customer service team is actively working on diagnosing this issue and is currently working with the customer to resolve this issue. Due to the amount of issues this customer has experienced with their unit, we will be contacting him to offer to upgrade to another dishwasher model so he will have no future issues. ZLINE stands behind their products and wants our customers to be happy with their appliances and their experience with our company. 

  Customer Answer

  Date: 12/22/2022

   
  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,
  
  *********************

   

   

  Issue has been resolved 

• Initial Complaint

  Date:11/29/2022

  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 gas zline stove a 36 inch. After several months the oven would not work right it would take and hr to get to 300 and it would be set on 350. We called the company and they sent us a new stove after an another bill to have it hooked up this new stove did the same thing after a few months. We called them again. We asked for our money back but they would not have anything to do with that at present moment we have another stove coming. I would have even taking half of my money back. I would not have to cal them when this stove goes bad. To tell something funny we just wen to texas to see our daughter when we pulled up in the driveway there sat a zline stove. Asking what happen she had the same problem as we did. They did the same thing sent her another stove. We can ill afford to keep paying to have these stoves hooked up. Please help us with this problem. We would take at least half of what we paid.

  

  Business Response

  Date: 12/01/2022

  Hello,

   

  We apologize for the issues the customer has experienced, however, we have not received any recent communications from the phone number or email listed on this complaint. The last contact we had with this customer was back in May 2022. We have not received any voicemails or emails to report a secondary issue. We will reach out to the customer directly to obtain better information and work towards a resolution.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 12/01/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:we lust had conversation with them. And instead of giving money back they are sending us another stove they are not worth what we paid for it and really would like the to give us at least half of the mone back. To put the stove in it cost us over four hundred dollars this will be the third time when this stove arrives something needs to be done about this company. We just spoke with them thank you 

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

  

  Business Response

  Date: 12/06/2022

  Hello,

   

  Our last email to the customer on 12/1/22 reads as follows:

   

  "Hello ****,
  
  We have not heard back from you after our last email on 11/28. Please advise if you would like to move forward with a replacement. If not, we can offer a 50% refund on the unit as you are out of warranty at this time.
  
  Please advise,"

   

  We will await confirmation from the customer on case ******** to proceed.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:11/17/2022

  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 have filed a warranty claim for a range unit that is not working and is within the warranty period. We have corresponded via email and they do not respond to phone calls or emails in the time they state they will, depending on what you look at 1-3 days. I have sent at least 2 more emails stating they are not being compliant with their own noted response times and that I expect them to do so and fix my issue promptly. At this time i have not received a response to a my submission to their request for information on my problem since November 10th, well outside their company response window. We cannot cook in the oven and it is becoming a problem provide our meals. Your assistance is appreciated. Case #*******, submitted on 11/5/2022.

  

  Business Response

  Date: 11/21/2022

  Hello,

   

  We apologize for the issue the customer is experiencing, and we have been corresponding as quickly as possible. Due to an influx of inquiries received during our busiest season of the year, our response time is longer than usual.

   

  The customer sent their initial email on 11/5, and we initially responded on 11/7 with additional calls and emails between 11/7 to 11/19. All customer responses are worked through as quickly as possible in the order that the last response was received. We set up a warranty service request on 11/19 to resolve the customer's issue, and a service provider will be located to resolve the issue. Once a provider is located, they will contact the customer to schedule an appointment. We will also be shipping parts to the customer. 

   

  Thank you,

  ZLINE KITCHEN AND BATH

• Initial Complaint

  Date:11/14/2022

  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 file an original warranty claim with Z-Line on 10-13-2022 for my Z-******** Range. I have had multiple problems with the burners igniting. It is very intermittent. It ranges from no spark, to spark without ignition to it acting like a flame flower with a large explosive **** and extremely scary flames, that if you are too close, would definitely set you on fire! As of today, 11-14-2022, I just hung up with customer service yet again with no satisfaction. **************** REFUSES to give me upper management contact information. If you are considering buying any Z-Line product, I would reconsider.

  

  Business Response

  Date: 11/15/2022

  Hello,

   

  We apologize for the issue the customer has been experiencing and we have been corresponding with them to resolve the issue. In one of the videos sent by the customer, we can see that the burners are being improperly operated- the k*** is turned too fast, which did not allow the spark to ignite the gas, resulting in gas being released into the air. When the customer tries again, due to the excess gas being released, of course there will be a larger flame or "poof," due to the excess gas released during improper ignition. We attempted to obtain additional videos from the customer to confirm our understanding of the issue (the provided videos did not show the entirety of the burner/knob at the same time), however, they refused. At this point, the customer has been submitted for a warranty service claim despite insufficient troubleshooting. If the issue comes down to improper operation, the customer will be responsible for service fees. If there is a product issue, we will of course cover the cost of parts and service. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18402957
  
  I am rejecting this response because: I absolutely will not agree to the terms Z-Line responded with. I have been as transparent, honest and up front with this company as much as possible. I have told them on several different occasions that what is happening is totally random. At times I will have no spark, spark without ignition and very rarely will it randomly ignite. I have done exactly what was requested on my part, and it is never enough. Now after sending exactly what I was instructed to on the video, (which is ludicrous for the consumer to have to do, under an6 circumstances), only to keep being told they need more, or something different. This range is less than 1 year old, and I will not continue to be bullied, and made to feel that I am lying, or making this all up. Z-********************************* is really great at making it impossible for the consumer to get a claim filed and then has the audacity to state I am uncooperative with their requests. It is obvious by all of the complaints filed with this company that there is an obvious issue with not backing their products warranties without a battle. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/17/2022

  Hello,

   

  We have had no intention whatsoever to imply that the customer is lying or otherwise, and as stated in our previous response, we have submitted the customer for a warranty service appointment to diagnose the issue as was requested in this case. We are confused why the customer would reject this solution that they asked for. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18402957
  
  I am rejecting this response because: Z-Line stated that if the problem could not be diagnosed as being faulty at the time of the service call, that I would be responsible for all expenses incurred. That is why I am refusing/declining acceptance of this response. As I stated in my last response, I have been as honest and transparent in telling Z-Line this. What is happening is totally intermittent, sometimes no spark, sometimes spark, and rarely it lights. I will NOT agree to their solution due to this. If it should be one of the days/times it ignites, them I have to pay, and as soon as the repair company leaves, it may not start. This is not acceptable.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/29/2022

  Hello,

  At this time, we are waiting on our warranty company to locate a service provider to replace the spark tips on this unit. The customer will not be charged for this service. This complaint should be closed at this time as we are actively working to resolve the customer's issue. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 11/30/2022

   
  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.
  
  Prior to receiving clarification from Z-Line as to whether I would be charged for the service call and parts if the range was sparking/working when the service company showed up for warranty work, I had received a call from a company wanting to set up an appointment. Based on Z-Lines prior response, that I would be charged, I responded to Z-Lines resolution through the BBB stating that I did not accept their terms because the unit is malfunctioning intermittently. I also advised the repair company of this and read them Z-Lines statement on BBB site. I told the repair company until I had assurance that I would not be billed, I would not go ahead with scheduling an appointment for service. 
  I do have 1 igniter replacement at my home that Z-Line had shipped, I do not have a second one. 
  pat this time Z-Line will need to reach back out to the repair company and let them know the terms of agreement and they can call me to schedule a service call. Thank you.

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

• Initial Complaint

  Date:11/11/2022

  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 have been working with their customer service team on the issues I have been having with a ZLine range. It was first diagnosed with a faulty seal on the range door. The whole range was replaced.The replacement range then had an issue with its fan. They sent a replacement part, for a repairman to install. The part arrived damaged. They did send a new part. The repairman I was assigned would no longer service items for ZLine due to lack of payment for previous jobs. ZLine was notified. I requested a return, I was told warranty service needed to be completed before a return would be reviewed. I eventually received a phone number for a new service provider. 3 days after this number was provided, I called. They have no record of a warranty service request being placed by ZLine.I am repeatedly getting the run around on fixing my brand new appliance, to the point I feel they are not honoring their own warranty policy. I am at my **** end, and short of legal action, not sure what else I can do.

  

  Business Response

  Date: 11/14/2022

  Hello,

   

  We apologize for the issues the customer has experienced, and we are committed to providing a resolution that is satisfactory for the customer. Our records show that the customer is set up for service on 11/16, but we will reach out directly to confirm.

   

  Thank you!

• Initial Complaint

  Date:10/08/2022

  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.

  On or around Feb 2022 I placed an order with Z-line order for over $15,318 dollars worth of merchandise. ****** was the sales person advised all appliances has full warranties and were all brand new. The merchandise was then shipped and delivered around April 2022-May 2022- June 2022 in multiple shipments. Upon receipt of the equipment ordered, they were each found to be defectives in various ways. The dishwasher was shipped damaged. From there, we made contact with ****** at Z-line. Over this time being we are in October, we have had numerous situations whereby we contact Z-line and ****** to no avali. Sometimes communication takes weeks for a response. After various contacts, two weeks longer went by and a new dishwasher was shipped. The dishwasher came with improper installation guides and contacts to tech support went unanswered. The fridge door which holds the main control board then was found to be defective. The entire control board doesn't work and will not go cool or hot and we have no control over it. After three weeks, Z-line and ****** were provided with videos and a written complaint. Two days later they advised a shipment was coming with a new part and a tracking. I then found out that after several weeks the part never left and it was needing to be shipped in and then they would get it to me. It is now OCTOBER and I still have no working control board for the fridge. Additionally, the ICE MAKER is defective and isn't working on this fridge. Lastly, we have found the cook top to make a clicking sound each time it is used. Calls to tech support go without response. This is an unacceptable level of service. I will be opening complaints with the ****** attorney general as well for not only selling defective merchandise, but completely disregarding any contact from the consumer with regards to working to obtain the correct items. I would like either a full refund, or I would like a new fridge and cook top sent within the next 14 days to be installed.

  

  Business Response

  Date: 10/10/2022

  Hello,

   

  We apologize for the issues the customer has experienced and we are committed to resolving this issue satisfactorily. We do show that the parts were shipping on September 6th under tracking number 277659677701, however, it looks like the item was unfortunately not picked up by the carrier or it may have been lost before the initial scan. We will be happy to reach out the customer to decide the best resolution for this issue, whether it be a replacement unit or service. 

  Regarding the cooktop "clicking," it is normal for all burners to click or spark when one k*** is being turned to light one burner, as all spark tips are connected to the same ignition source. We will gather more information from the customer to see if the clicking is occurring outside of the usual parameters and resolve any issues as needed. 

  At this time, we are experiencing a higher call volume than usual, and coupled with reduced staff in some locations, this is resulting in longer wait times on the phone. All cases and emails sent to us have been responded to at this time- case ******** and 00352003.

   

  Thank you!

• Initial Complaint

  Date:10/06/2022

  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 purchased ZLINE range hood 4 weeks ago and it stopped working after 3 weeks. I submitted 2 claims through their website, called them a few times. No response at all.

  

  Business Response

  Date: 10/06/2022

  Hello,

   

  We apologize for the delay in response to this customer, as we are currently experiencing a very high volume of incoming inquiries via phone and email at this time. We are working through requests in the order they have been received. We are more than happy to assist the customer in troubleshooting for his range hood, unless he prefers to return the unit for a refund in which case he will need to reach out to the original retailer for facilitation of this request. We will reach out to the customer directly to assist with this issue and ascertain the best solution.

   

  Thank you!

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18175235
  
  I am rejecting this response because:

  I would like the refund, but the retailer, which is ****** in this case, doesn't offer a refund.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/07/2022

  Hello,

   

  We are able to send a replacement unit under warranty, however, as we did not take the customer's payment he will need to return through the original retailer. 

   

  Thank you!

• Initial Complaint

  Date:09/19/2022

  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 purchased a Zline gas range on 6 21 22 and it wa delivered on 6 30 22 I contacted Zline contacted Zline on 9 10 22 and followed the instructions to get service then on 9 14 22 I received an email that a case was created and someone would be in contact within 24 hours at this point No one from Zline has reached out to me to offer any service assistance. I take this as an outright refusal from Zline to resolve my concern. As I advised Zline in my email I let them know that the oven light would not stay lit well now the lights do not work at all so I suspect it is either the light switch or an electrical short. So at this point I would like a refund of ******* which is what I paid.On 1 19 22 I had purchased another Zline and after 4 months the oven quit working so after Zline did nothing about repairing it ****** agreed to take it back.

  

  Business Response

  Date: 09/20/2022

  Hello,

   

  We apologize for the issue the customer is experiencing and for the delay in response, as we are coming into the time of year where we receive an influx of inquiries. All cases are being worked oldest to newest as we catch up. At the time this complaint was submitted, only 3 business days had elapsed. We are more than willing to assist the customer with a warranty service claim to resolve the issue, however, if they wish to return for a refund this request will need to be facilitated through the original retailer. We are reaching out to the customer directly to assist if they do opt to have the unit serviced under warranty. 

   

  Thank you!

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18044991
  
  I am rejecting this response because: Zline had made no effort to attempt to reach me by any means of communication, Zline just sent me an email only after the BBB had received a response from Zline. Zline is being less than genuine as it took them 3 full business days to just create a case the fact that Zline now states it is willing to make an effort to fix my appliance Should never have been a question. What good is it to offer a warranty on parts and labor if it is not honored. Just to make my point on 1/19/22 I purchased another Zline range and after4 or 5 months it broke and Zline never repaired it, on that range I complained so much to ****** that ****** finally agreed to take it back even though it was more than 90 days out. So at this time as much as I want my range repaired if I agree to let Zline fix my range they not only will it put me beyond the 90 day return policy with ****** again at the rate Zline responds my range may be an antique. I am certain it takes longer to type and send emails than it does to call a customer and ****************** never made any effort to reach out to me by any means. So I will be filing a complaint with the Oklahoma State Attorney Generals **************************** I do not know how costly or time consuming it is to respond to complaints, I believe it would be more prudent and cost effective to just provide a fair level of customer service. SO AGAIN I REJECT ******************* RESPONSE TO THE BBB
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/26/2022

  Hello,

   

  We will address the customer's email point by point below in an effort to be as clear as possible:

   

  1. "I am rejecting this response because: Zline had made no effort to attempt to reach me by any means of communication."
  
  We did communicate with the customer as soon as possible via email. A ******************** complaint and threat to submit a complaint to the ******** Attorney General took the case from a good-faith relationship to the territory of a dispute. 

   

  2. "Zline just sent me an email only after the BBB had received a response from Zline. Zline is being less than genuine as it took them 3 full business days to just create a case the fact that Zline now states it is willing to make an effort to fix my appliance Should never have been a question." 

   As previously stated, due to a sudden influx of inquiries due to our recent sales, our response time moved from the 24 hour target to 72 hours. 

   

  3. "What good is it to offer a warranty on parts and labor if it is not honored."

   We never refused to honor the warranty at any point. A wait time to receive a response is not a refusal to assist.

   

  4. "Just to make my point on 1/19/22 I purchased another Zline range and after 4 or 5 months it broke and Zline never repaired it, on that range I complained so much to ****** that ****** finally agreed to take it back even though it was more than 90 days out."
  

   The customer was originally sent parts and submitted for warranty service by our team back in June of 2022, however, the warranty service partner we utilize was having trouble locating a provider to perform the service in a timely manner, so the customer opted to exchange the unit through ******. ZLINE made every possible effort to service the range.

   

  5. "So at this time as much as I want my range repaired if I agree to let Zline fix my range they not only will it put me beyond the 90 day return policy with ****** again at the rate Zline responds my range may be an antique. I am certain it takes longer to type and send emails than it does to call a customer and ****************** never made any effort to reach out to me by any means."

  As previously stated, we were behind in response time (24 hours > 72 hours) due to a sudden influx of inquiries and emailed the customer as soon as possible, as customers were receiving responses in the order they were originally received.

   
  
  6. "So I will be filing a complaint with the ******** State Attorney Generals **************************** I do not know how costly or time consuming it is to respond to complaints, I believe it would be more prudent and cost effective to just provide a fair level of customer service. SO AGAIN I REJECT ******************* RESPONSE TO THE BBB."

   Due to this rejection and the customer's decision to submit a complaint to the ******** State Attorney General despite our offer to assist the customer under warranty as they requested, (email copied below) we no longer wish to continue this business relationship and request that the customer returns the unit to ****** for a refund.

   

  ZLINE Email sent on 9/20:

  "Hello *****,
  
  Thank you for reaching out- we have received your emails and BBB complaint. We apologize for the delay, as we are currently experiencing a high volume of inquiries and are working as quickly as possible to catch up and respond to all cases in the order they were received. 
  
  If you wish to return the unit for a refund as stated in your BBB complaint, you would need to make that request through ****** as ZLINE did not collect your original payment. 
  
  If you wish to proceed with warranty service to repair the light issue, please confirm the information below:
  Serial number, located under the front control panel:
  Address where the unit is installed:
  Are there any other issues with the oven or cooktop?
  Please advise, thank you!"
  
  
  ZLINE never received a response to the email above. The current issue with the light is not affecting the ability to use the oven or the cooktop. It seems that the customers desire to complain outweighs his desire to work with us towards a resolution. Please consider this case closed, as we have reached an impasse with this customer at this time.

   

  Thank you!

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18044991
  
  I am rejecting this response because: It seems as Zline knows how they have failed in this situation if the light is not an intricate part of the cooking process Zline should have been proactive, the problem very well could have been an electrical issue for Zline to make such an effort and state they had a high level of businesses is no excuse to not providing good customer service and to inconvenience a customer seems to be ok with ****************** as they make a weak attempt to put all blame on the customer in many of the ******************** complaints I have read Zline blames the customer and to state they no longer wish to continue to engage in this process goes to the very core of my complaint but not to worry as I had ****** pick up the Zline range on 9 21 22 as I will not be stuck with a lousy Zline appliance. With people being able to read all of these complaints Zline should have a little more character and ONCE AGAIN I REJECT ZLINE AND THEIR RESPONSE and by the way Thank goodness that ****** is no longer selling the Zline product perhaps ******s light bulb did come on.
  
  Sincerely,
  
  *******************************