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:04/27/2023

  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.

  In December we received notice from Zline that our 36 inch stove/oven had been recalled and we were to cease using it immediately. At that time, my wife and I had been ill will respiratory issues of various types in the 3-4 months leading up to December. Don't know if it's related, but it could be. We received notice that we'd be getting a recall kit in the mail and that Zline would arrange to have the kit installed at no cost. Several weeks went by after that, and we had no communication from Zline. I finally reached out to them, around March, and was informed they could not find a tech, I was welcome to find my own. So I did. On March 28th the tech showed up to install but the replacement parts were not all there....the orphice had not been sent. So, called zline, they sent one the next week. It was installed on 4/5. When we tested the oven, it never got above 300 degrees, after several minutes. I took pics of various parts of the stove at Zline's request. With a day or so, they notified me that they were going to replace the entire oven, someone would be contacting me. The reason for the exchange was due to "faulty hinges." On 4/20 I received a call from a shipping company that they were coming to pick up the old stove. Based on my previous communications form Zline, we were led to believe that we would have the new stove delivered when they picked up the old one. On 4/21 the old stove was picked up, but no new stove. So I called Zline to complain that now we have been left without ANYTHING to cook with. Can't even boil water now. I was told by the person I talked to that our "new" oven was currently in their repair department being converted to liquid propane and also having the recall kit installed. Today is 4/27 and we still have no oven, or communication from Zline. This has gone beyond ridiculous. There should be a class action lawsuit against this company. We've missed several opportunities to host family events, and I am even concerned about our health.

  

  Business Response

  Date: 05/01/2023

  Hello,

   

  We apologize for the issues the customer has experienced and have done our best to this point to ameliorate the situation. We sent the customer return pickup instructions by email on 4/18:

   

  "Hello, *****:
  
  We have submitted the ZLINE Freestanding Range in *************** ***** (RG36) return with Pilot Freight. The carrier will be contacting you at ************** to schedule the pick-up appointment.
  The Pilot driver(s) will bring the return shipping documents to the pickup appointment. We have attached these documents to have for your records, so you will not need to print them out or attach them to the product. The original unit can be returned using the replacements box and packaging materials.
  Once youre ready to schedule a pickup appointment, please call Pilot Freight terminals direct phone #: ************. You will need to reference your return tracking # which is 378036519.
  Please note: The original unit must be disconnected from any and all gas and electrical connections before the scheduled pick-up appointment.
  An email notification containing the tracking information will automatically be sent to ***************** when the replacement RG36 ships out.
  Also, you may keep any of the following loose components off the original unit: the cast iron grates, the burner spreads, the burner caps, and the ovens gliding racks.
  Please let us know if you have any questions or concerns."
  
  We informed the customer that they would be able to schedule the pickup of the unit at their convenience once they were ready, and use the replacement unit's box and packaging to return their current unit. These pickups are scheduled by the customer and not **********************, and while we understand the customer is without a way to cook at this time, unfortunately they scheduled the pickup before receiving confirmation of delivery of the new unit. The new shipment is due to arrive tomorrow, 5/2, with ***** tracking number 397626805034:

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

  The carrier will call the customer to schedule a delivery appointment beforehand and give them date and time options for delivery.

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:04/19/2023

  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.

   
  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,
  
  ************************* said it was the drip pan, but wanted me to replace the brackets that a professional had already done. I wanted another stove it's been to long to continue down this road, so I would like a refund because I don't trust this Business at all. I have been through a very rigorous amount of emails and calls that go nowhere. Case #********. I just want to add that they narrowed it down to the drip pan immediately without a video, these were all tactics to stall then all of a sudden it was recall months later. Unbelievable, **************** in standing behind their brand. They have all paperwork, but if not I do which again is another hassle.Thank You *************************

  

  Business Response

  Date: 04/19/2023

  Hello,

   

  We apologize for the issues the customer has experienced. We are happy to hear that the recall repair was completed without further issue, and we have reviewed the video of the popping sound describer by the customer. The video very clearly shows that the drip pan is flexing from the heat and the brackets used to hold it down are not properly installed or installed at all, particularly on the left side where the pan lifts and you can see the orange glow of the flame. This is a simple fix for a minor problem that does not affect the functionality of the unit- it is not a safety issue. We would be happy to set up a courtesy service to check the brackets for correct installation.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:04/11/2023

  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.

  In late 2019 I purchased a 30” zline range from Home Depot. I have had several issues with it beginning on day 1. One of my burners ended up never working correctly even after two separate visits from the only repairman authorized to repair these “upscale” ranges within 2 hours of me. My pan had a whole cut in it on purpose but the flame kept going through it and burning my dishes. They sent me a new one that flexes and pops under thermal expansion everytime . My oven also smells like gas. Then the recall. I received my kit, then waited a long time. Weeks… I called zline and finally pushed the button for sales to get a live person. They said no repair company had taken the repair order but they will let me know. I had the option to hire someone else. I hired an engineer. Have it installed, the pan now doesn’t fit. I called Zline. They have no solution and they knew it wouldn’t fit. They are now sending me another pan that won’t fit right but it will fit “better”. I asked for a refund as I don’t want to have a live flame close to parchment and my kids who also use the oven but they said it’s a low blue flame you’re fine and said no refund. I’m frustrated, I’m a chef, this is affecting my livelihood, and this oven still smells like gas.

  

  Business Response

  Date: 04/17/2023

  Hello,

  We apologize for the issues the customer has experienced up to this point. We will reach out to her directly to gather the necessary information to process a return for a refund. 

  Thank you,

  ZLINE Kitchen and Bath

   

• Initial Complaint

  Date:04/10/2023

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and look forward to hearing from them. 
  
  
  
  Sincerely,
  
  **** ****
  

  

  Business Response

  Date: 04/21/2023

  Hello,

   

  We apologize for the additional issues with his replacement range. We will reach out to the customer directly to facilitate a return for a refund as requested.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:04/10/2023

  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 slime 30 duel fuel stove/range from Lowes Had to wait for an approved vendor to covert to liquid propane with supplied parts They came out of the package broken and in useable slime made me purchase new parts by the time it was installed and useable it was past Lowes ******************************************************************************************************** off no simmer option as listed It is very dangerous fire hazard not to be able to adjust btu output as listed There apparently is no remedy Their is a can the blows high temperature air out of the oven when in use that will burn anything in its way and heat up the entire area like a wood stove

  

  Business Response

  Date: 04/13/2023

  Hello,

   

  We have not corresponded with this customer since January of 2023- he initially reached out to us to order a new propane conversion kit, which we would be happy to send out with a verified proof of purchase. However, the customer did not provide it and we could not locate the order, so he opted to purchase the parts and have them shipped overnight as he was in a rush. Our notes on case ******** support this from 1/3/23:

  "The customer stated he purchased the unit directly from ****** but it was not a resale and he did not get it for a discount. He said he needed a working stove so he wanted to order the ** kit and pay to overnight it, so I assisted him on shopify with an order. Closing case."

  If the customer would like to provide us with their verified proof of purchase (unit cannot be a resold return or display as there s no warranty), we would be happy to refund the cost of the conversion kit. 

  Regarding the flame temperature control/simmer, we provide a flame adjustment tool in every installation kit so the customer may adjust the flame heights to their preference which will result in a greater range of BTUS from high to low. This is part of the installation process as outlined in the installation manual. We will include the instructional video below:

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

  We will reach out to the customer to determine if there is an issue with the oven fan and exterior temperature of the unit. Unfortunately, we have no new cases, emails, or messages to indicate the customer has made us aware of any of these complaints since we assisted him on 1/3/23.

   

  Thank you,

  ZLINE Kitchen and Bath

   

• Initial Complaint

  Date:04/07/2023

  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 Line 30" all *********** Range a Couple of years ago and have been disappointed really from the beginning . The Oven never really seemed quite right . Always overcooked ( got way HOT ) if you did not keep a watchful eye. Recently we were included on the RECALL for the Dangerous Carbon Monoxide Issue with the Oven . After several complaints and Months of waiting for the Repairs to take place we finally received the ** repair and cannot now cook in this oven much at all . It never gets to Temp . It would barely get our Fish cooked last night . I have immediately Called and complained and have *** LIKE THER PREVIOUS ************* AGAIN BEEN GIVEN THE RUN AROUND. They new my name and my email address as we talked and the fact they sent service out about a week ago to do the recall yet I ***** to provide receipts and order details for my original purchase before I can get resolution . I absolutely feel like I have been taken on this product ... all the way . I mentioned the popping sound to the tech here that day and he stated " yea known problem ,,, you should call the **************** I mentioned how hot the Stove always got and again he mentioned "Yep . Call the Company. There are a lot of complaints on Internet as I am now investigating and it seems clear to me that Zline will do anything to avoid making it Correct ! I used to at least have an Oven that would get to temp and then some , but now I have nothing ! Not been a good experience at all .

  

  Business Response

  Date: 04/13/2023

  Hello,

   

  We apologize for the issues the customer has experienced and the new issue post-recall repair. We do not have any new emails or case documentation from the customer discussing the oven temperature issue, but we will reach out to do additional troubleshooting and set up another repair appointment if needed. Alternatively, we can offer a return for a refund if the customer prefers. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:04/03/2023

  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.

   
  Complaint: 19888092
  
  I am rejecting this response because:

  First off it is pretty sad I had to file a complaint here before I received a phone call to get help with my repairs.  Just received a call today and scheduled repair for Monday, April 10th.

  Secondly, regarding the warranty:  I built a small kitchen off the side of my personal garage so I could start up a side business of catering.  I have NOT filed for my business license or food permit license yet.  The warranty should not be voided on this stove until I decide to start the catering business up.  I have only cooked for friends and family and was hoping to start a small side business down the road.  This stove is in a residential property for personal use at the moment, and not in a commercial property as the tech will see when they come to fix it.
  
  Sincerely,
  
  *********************

  r a provider. If repairs are approved then parts will be ordered. (I have the parts since 2/9/23). I want repair and to be compensated for lost use of the range, Or a NEW stove delivered with repairs done.As of 4/3/23 no one has reached out to me still.

  

  Business Response

  Date: 04/04/2023

  Hello,

   

  We apologize for the issue the customer is experiencing and for the delay in service. The service has been dispatched to Automatic Appliance ************ and they should be reaching out shortly to schedule an appointment. As our ranges are only warrantied for residential use, commercial use voids the warranty and no compensation will be issued for lost use. 

   

  Thank you,

  ZLINE Kitchen and Bath

  

  Business Response

  Date: 04/13/2023

  Hello,

   

  At this time, the warranty is not a discussion point as the unit is already past the standard warranty coverage date, regardless of the validity of the warranty at the time it was in effect. We are glad to hear that the customer has been scheduled for service and hope the issue has now been resolved, as we have not been told otherwise from the customer or service provider. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 04/14/2023

   
  Better Business Bureau:

  
  We now have a working oven on our stove.

  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:03/27/2023

  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.

   
  Complaint: 19856443
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/31/2023

  Hello,

   

  The concerns the customer has shared are both related to installation of the product and not a defect or warranty issue- per our warranty as stated in the product manual, page 38 (see screenshots attached):

  "WHAT IS NOT COVERED

  
  1. Installation or start-up, damages or problems caused by improper installation or use.
  2. Improper liquid propane gas conversion or damage related to improper liquid propane gas conversion.
  3. Range top burner flame adjustments or related complaints"

  The installation checklist on page 21 lists flame adjustment as part of the installation process (see screenshots attached):

  "12. Have the range top flames been adjusted to customer preference?"

   

  As preferred flame heights vary per customer, the burners come pre-set at the factory and must be adjusted to the customer's preference during installation, and can be readjusted at anytime. This is not a service covered under warranty due to the parameters listed above. We will attach a video below to assist the customer in performing the simple adjustment, as it does not require a technician:

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

   

  Regarding the oven door which must be installed upon delivery, the ****** product listing for this item states:

  "This product ships in multiple boxes and will require minimal assembly upon arrival." (see attached screenshots)

  This is also part of the installation process, and is therefor not a service covered under warranty. We will attach another helpful video on this simple process for the customer below:

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

   

  As these complaints are not related to a product defect and are part of the installation process, we respectfully ask the BBB to close this case.

   

  Thank you,

  ZLINE Kitchen and Bath

   

   

   

   

   

   

  Customer Answer

  Date: 04/04/2023

  Im ready to throw in the towel.  All of my contacts with Zline have been met with resistance when all I wanted was help!  Im not out to rip them off!!! Ive poured over the description on the Lowes website and cant find anything about attaching the range door myself (Im 68!) or adjusting the flame.  Im heartsick about this entire experience and feel Ive been treated like an unwanted customer and NOT a valued one.  So much for aging gracefully, right?  So, Im finished.  The day of the kind, caring customer service is really over.  How sad. Im left with a Dura snow door and panel.fortunately the range was delivered with a door on it.

  

  Business Response

  Date: 04/10/2023

  Hello,

   

  As per our previous response, the two items the customer is inquiring about are part of the installation process, and we have provided the documented resources and screenshots that reflect this in multiple locations. We are sorry to hear that the customer was not aware of these two installation steps, however, they are both notated as much as possible on our end. Flame adjustment and colored door installations are simply part of the installation process, not a product defect or warranty issue, and are therefor not services we provide or cover. The customer should reach out to her installer if she is not comfortable performing either task, as every other customer is expected to do. We respectfully request the BBB to close this case for the reasons listed above.

   

  Thank you,

  ZLINE Kitchen and Bath

   

  Hello,
  
  The concerns the customer has shared are both related to installation of the product and not a defect or warranty issue- per our warranty as stated in the product manual, page 38 (see screenshots attached):
  "WHAT IS NOT COVERED
  
  1. Installation or start-up, damages or problems caused by improper installation or use.
  2. Improper liquid propane gas conversion or damage related to improper liquid propane gas conversion.
  3. Range top burner flame adjustments or related complaints"
  The installation checklist on page 21 lists flame adjustment as part of the installation process (see screenshots attached):
  "12. Have the range top flames been adjusted to customer preference?"
  
  As preferred flame heights vary per customer, the burners come pre-set at the factory and must be adjusted to the customer's preference during installation, and can be readjusted at anytime. This is not a service covered under warranty due to the parameters listed above. We will attach a video below to assist the customer in performing the simple adjustment, as it does not require a technician:
  *****************************************************
  
  Regarding the oven door which must be installed upon delivery, the ****** product listing for this item states:
  "This product ships in multiple boxes and will require minimal assembly upon arrival." (see attached screenshots)
  This is also part of the installation process, and is therefor not a service covered under warranty. We will attach another helpful video on this simple process for the customer below:
  *****************************************************
  
  As these complaints are not related to a product defect and are part of the installation process, we respectfully ask the BBB to close this case.
  
  Thank you,
  ZLINE Kitchen and Bath