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:06/13/2024

  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 oven was installed 12/8/21 & its been nothing but problems w/non-stops issues. The latest problem is my sm oven k*** is not turning correctly & the sm side doesnt work. Zline started off helpful. They send me a new thermostat for my sm oven (assuming thats even the real issue) & a replacement ****, but once I told them that the new k*** didnt fix the issue they stopped responding. The emails that were ignored were sent on 5/28,5/29,5/30, 5/31 & 6/4. I then started fresh & opened a new case, but that also went unanswered. They dont want to deal w/my oven which never should have passed Zline inspection w/a bent frame in the first place. Clearly theres another issue going on w/it to go through 2 therms in 2.5 yrs. Ive never heard of an oven going through thermostats like this! Whats worse is that their website states If your warranty has expired, the ZLINE Cust Serv Team will still assist you w/support. This will include assessing the issue & assist w/ordering the parts. Since theyre ignoring me theyre not doing that. I purchased my oven understanding that help would always be avail. Thats false advertising. Imagine being a cust of an oven that keeps breaking down, especially when the person who they sent to fix the 1st thermostat is the one who broke it & then being told that they wont service it when it was fine before the repair? Since the replacement k*** didnt solve the issue, I emailed them for a resolution. Its been over 2 weeks now and 4-5 unanswered emails. Right now, my sm oven doesnt work. The oven doesnt heat & heating elements do not light up. They think its the thermostat. One of my oven k**** gets stuck. Both of my blue preheat light indictors are not working. *** owned many ovens in the past and Ive never had a problem w/any of them. The new case number is ********. The previous ref # is: [ ref:!00D3k0vNTo.!500Do07X0Mc:ref ] My stove is Model Number: 1677317_RAS-SN-48 Serial Number: ***************.

  

  Business Response

  Date: 06/14/2024

  Hello, 

   

  We apologize for the issues the customer has experienced and for the delay in response to their open cases. We have had a recent uptick in correspondence which has resulted in communication delays. At this time, we would like to offer the customer a new range due to the past and current range issues. We will reach out directly to the customer with this offer and to discuss details.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:05/30/2024

  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 fridge from this company late 2022 for my new home. Since then, the fridge has been swapped out 3-4 times for multiple reasons with two of those reasons being the freezer not working. First it wasn’t freezing at all and then it actually over froze so much that it started creating thick layers of ice underneath the bottom drawer which then melted and caused puddles of water flooding my floors. It took them weeks to respond in order to send me a new one each time and each time I had to pay a plumber to come out and reinstall the water line not to mention I had to inconvenience myself when returning because their pickup service is ridiculous. I recently received another replacement which arrived with damage which they refused to replace. I told them i have no idea if the improper handling of the shipment caused any damage to the fridge and I don’t want to take the risk as I’m tired of switching fridges. Here we are again with both the fridge and ice maker this time not working for 24 hours destroying everything I had in there. I reached out to them same day and no response. No new fridge should stop working for no reason at all. This company is a fraud selling highly overpriced items for very low quality. I have had cheaper fridges than this, and they have lasted much much longer without any issues. Therefore, I am requesting a refund of the entire amount that I paid for the fridge, including the warranty amount, as well as the inconvenience fees that I have suffered for this fridge and the amount of groceries I have lost due to not working properly.
  
  Total I paid for this fridge is $4,467.96 and for the inconvenience plus groceries lost I am asking for an additional $600 which is the least they can do.
  
  I even bought a kitchen sink faucet through their line from Home Depot which also cost $800 and that too is leaking at the handle. Their products should be removed due to poor quality.

  

  Business Response

  Date: 05/31/2024

  Hello, 

   

  We apologize for the issues the customer has experienced. We have been in contact with their original retailer and advised the following:

   

  We have thoroughly reviewed the case and regret to inform you that we are unable to process a return for a refund for this customer.
  We have made several exceptions beyond our normal policy to assist the customer, which are listed below:
  
  The customer's manufacturer warranty expired in June 2023.
  We provided an exchange as a courtesy to the customer outside of the warranty period in January of 2024
  In addition to the exchange, we provided a partial refund of $200 as a courtesy to the customer.
  We also approved a white glove delivery due to the escalation level.
  At this time, we can offer troubleshooting support to the customer. However, the customer has mentioned they have purchased a 3-year extended warranty. Given this information, we recommend the customer utilize the extended warranty if they are experiencing any further issues.
  

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 06/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They have made one exception outside of the warranty expiration date and that is replacing a fridge that was leaking puddles of water due to the freezer over freezing. They make it seem as if they did a courtesy to me out of the kindness of their hearts when their products are defective and they are selling low quality products at a high price stating it's top of the line products. They have misadvertised their products as clearly they are not top of the line as I have experienced multiple issues with this fridge alone. I have other products with them as well that I have experienced issues with as well which they had to replace like the dishwasher they delivered all scratched up and damaged and the kitchen faucet I paid $800 for and is now leaking at the handle. I don't care what the company says as I am not going to pay over $4k for a fridge that continues to fail within months. I want a refund or I sue them for defrauding customers with their misrepsentation of their products. Pick up this trash of a product and return my funds to me. You know very well that you did those exceptions because it's the least you can do for selling crappy products. You also know very well that no new fridge that is overpriced should fail to work multiple times in a year. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 06/07/2024

  Hello,

   

  We have consulted with upper management and the Premium Home Source team, and under the circumstances outlined in this complaint, we have agreed upon the resolution of returning the unit for a refund. Our returns department will coordinate with the customer to pickup the unit, and the PHS team will issue the refund on their end. 

   

  Thank you, 

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 06/10/2024

  
  
  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. ZLine has completed their part of having the return scheduled which is currently setup for Wednesday, June 12th and therefore I can close out this complaint. If for any reason the return does not occur, I will reopen and keep it open until the return has been fully completed on their end. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:05/29/2024

  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.

  3 years ago, I purchased a stove from Lowes. It is a ZLINE stove. A little over a year and a half ago I was unable to use the oven because there was a malfunction in it and it was a fire hazard. It took them four months to resolve the issue and get it repaired. I was not able to use the oven for 4 months.Approximately three months ago, I received a letter stating that we could not use our oven because of carbon monoxide. I have not been able to use the oven portion of the stove for three months. Their solution was a partial refund, a replacement stove or fix it. I opted for the new stove. Today they delivered the stove, but they would not complete the delivery because I did not have the gas unhooked. I do not know how to unhook gas from a stove. I was expecting white glove service since it has been one problem after another with the stove. If I called the gas company to unhook it, I will not even have the use of the top of the stove for who knows how long. They are so slow about their service. I do not wish to go for weeks or months without even having the use of a cooktop. I want to change my option and get it fixed or get my money back, all of my money back and they are saying that I cannot do that. I am seeking the help of the BBB in order to help me mediate a solution with this company.

  

  Business Response

  Date: 05/30/2024

  Hello,

   

  We apologize for the issues the customer has experienced. We did send two separate emails on April 18th and May 1st (screenshots attached) to the customer with instructions to have the unit disconnected before the exchange could occur, as the delivery men are not equipped or authorized to to do so, in addition to informing her verbally via recorded phone call on April 18th. We would have been more than happy to discuss this further with the customer if this had presented an issue at the time this information was initially shared.

  
  
  In a recorded phone call on 5/29, we can confirm that we did not inform the customer that she was no longer eligible for the other options as she has stated in this complaint. We only advised that setting up the disconnection of the range and delivery of the new unit would be the fastest resolution option since the new unit is still currently at the local delivery terminal, and there would be no additional shipping time or processing time (as there would be with a service inspection or refund). The customer then advised us that she would be contacting the BBB, effectively ending the phone call before additional resolutions could be discussed. 

   

  Our Customer Experience team is reaching out to the customer regarding the repair as an alternate option to the exchange. 

   

  Thank you,

  ZLINE Kitchen and Bath

   

   

• Initial Complaint

  Date:05/06/2024

  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 ordered our entire set of ZLine kitchen appliances on August 2, 23. They were delivered on October 13, 23. We instantly had problems with the refrigerator, oven, and cooktop. We submitted claims for the fridge on 11/17/23 and the oven on 12/30/23. We were surprised to discover that Zline started our 1-year warranty from the date of purchase, not delivery so we lost almost 20% of our warranty.From there, we would exchange over 125 emails over the course of 6 months and still have no resolution on our refrigerator. The oven took several months to get fixed but was fixed by someone who damaged other parts of our home.As of today, the fridge is still not fixed. The water line drips continually and so far they have: sent and installed the water dispenser housing, replaced the entire fridge, replaced and installed the water dispenser housing again. Several weeks ago, they claimed to have found someone else to come repair the fridge. It's been almost a month and 6 calls from my end but every time I talk with someone they will "have the repair person scheduled by the end of the day." I get the sense they are trying to drag this out until my warranty ends. I have asked them to come pick up all of the appliances and refund me the money I spent on them but they have refused to accept that request.I can share any documentation needed.

  

  Business Response

  Date: 05/08/2024

  Hello, 

   

  We apologize for the issues the customer has encountered and the wait time for service. We have been in touch with our warranty service partner in order to advise that services are still needed for this unit. Unfortunately, there seems to have been some miscommunication regarding the services rendered being completed, when this was in reference to the range issue and not the current issue with the refrigerator that still needs service. 

   

  We would like to assure the customer that we are not intentionally delaying service for any reason. In addition, we can extend the manufacturer's warranty if the customer can provide us with proof of delivery date. Our system shows it shipped and delivered to the ****** store in August of 2023, but ****** may have completed the delivery from the store to the customer at any time after that date. 

   

  If the customer prefers to return the refrigerator, we can assist with this request- however, we will be unable to return any of the other products as they are now in working order. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21670802
  
  I am rejecting this response because:

  The vendor needs to take back all of the appliances. No one spends that kind of money to get a matching kitchen set of appliances just to be asked to go get a mismatched refrigerator because they can't manage to get a working one. This has been the following sequence over the last 6 months: 

  11/17: The initial problem was reported via a support case.

  12/11: The water housing which doesn't affect the problem was replaced. The dripping continued immediately again.

  2/5: A whole new fridge was sent with the same dripping problem and a new problem - a high pitched noise

  3/11: After chasing another repair appointment, they once again replaced the housing the doesn't affect the actual problem and it didn't fix the problem. They have also refused to address the high pitched noise at all.

  5/11: Absolutely no progress on solving the problem 60 days later.

  There is no way anyone would look at this and say this has been handled appropriately. I understand your other recalls have sent people to the hospital and this one isn't as important.

  Additionally, while the vendor claims to not be delaying repairs, I have an email from April 3 stating that we would be getting a call to set up our repair. It has been 1.5 months and 19 emails on that thread later and there is no repair scheduled or any sign of that changing. I have even made several calls myself trying to get it scheduled.

  Cases sit open for months with no progress. Please take the appliances back.

  
  Thanks.

  

  Business Response

  Date: 05/15/2024

  Hello,

   

  While we understand and empathize with the customer's frustration, a return and refund for all products including those that are fully functional will not be approved. We can only do so for the refrigerator that is currently in the service process. The customer may attempt this return through the original retailer, but we cannot guarantee it will be accepted. 

   

  We can offer the customer the following solutions:

  1. Continue with service- our warranty team has confirmed contact with the service provider, who should be reaching out to schedule services shortly. 

  2. A return and refund for the refrigerator. 

  3. A replacement refrigerator. 

   

  Thank you,

  ZLINE Kitchen and Bath

   

   

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21670802
  
  I am rejecting this response because:
  
  You have provided the following options:

  1. Continue with service- our warranty team has confirmed contact with the service provider, who should be reaching out to schedule services shortly. 

       This is not an actual option. I was told 45 days ago someone would be calling me to set up service for me warranty. There have been 1-2 weekly calls/emails on my end asking for an update. Every time, I am told someone will be calling me. You are clearly no longer willing to service my appliances under your warranty.

  
  2. A return and refund for the refrigerator. 

       I have already said this is not an option. I did not buy matching appliances and spend this much money on them to have them not match and not work.

  
  3. A replacement refrigerator. 

       You have already done that once and that unit has already also been repaired once and still does not work. Additionally, you have the refrigerator dropped off in my driveway so that I have to find help to get it carried into my house. This is not an acceptable option because then I end up with another refrigerator that doesn't work with next to no time left on the warranty.

   

  I have spoken with Lowes who I ordered the appliances from. They said they can work directly with you to have all of the appliance refunded and taken back. Please do so. Thanks.

  

  Business Response

  Date: 05/21/2024

  Hello,

   

  We have contacted the ****** Returns team for assistance as requested by the customer and will await their response for further instructions.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:05/05/2024

  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.

  48 inch Line range. Purchased 6/2022. From ******. Contacted Z line customer service 4/14 or 4/15 of 2024. **************** informed me it is under warranty still. Then we started with e mails with the service department. 12 emails each asking for different procedures to be preformed under the premise to order the correct parts. The range has been terrible. The burners light intermittently, been lighting them with wooden matches when needed. They take turns needing the match. The range doesnt cook well. Very inconsistent, my wife feels lucky when the meals turn out. We bbq a lot. **************** sent me a service website for all there products. Probably come in handy. I own the dishwasher, microwave, refrigerator as well as the range. Wish me luck. This company has the worst customer service. My grandson feels they are using a service bot. Z Line case #********

  

  Business Response

  Date: 05/07/2024

  Hello,

   

  We apologize for the issue and inconvenience the customer has experienced. Initial troubleshooting steps generally reduce the risk of multiple service appointments and additional wait time/inconvenience for the customer.  We have been in contact with our warranty department regarding the necessary troubleshooting steps to submit this case for a warranty service request, and they have advised that there is no need for further troubleshooting at this time. Per policy, service must be attempted before an exchange may be discussed, if necessary. We are proud to offer a lifetime warranty on our burners and spark tips, and will ensure the customer receives the necessary support to resolve the issue with intermittent lighting of the range top burners. Our Customer Experience team is working on the service request, and will reach out to the customer with next steps and confirmation of the submission.

   

  Additionally, we do want to assure the customer that at this time, we do not utilize any service bots. All cases and emails submitted by our customers are reviewed and responded to by our team of dedicated Customer Experience representatives. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21670350
  
  I am rejecting this response because:

  This addresses the stove top but not the oven.  The oven does not keep temperature consistent for cooking and baking.  More than happy for a technician to fix or attempt to fix both issues. 
  
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 05/07/2024

  Hello,

   

  We will be able to service both issues with the range or any additional issue that *** appear in the meantime. Our Customer Experience team has created a new warranty service request, and the customer will have received or will be receiving a confirmation email with additional information very soon.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 05/07/2024

   
  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:04/30/2024

  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.

  Microwave purchased 3/22/22 for kitchen remodel. Due to delays with contractors we didn't place and start using until 9/2022. microwave is sparking huge fire hazard to my family. This was a $1400 microwave that has not had heavy use. Along with the contractor to install this was easily over $2000. I would like a refund, this is an unacceptable FIRE hazard for something so new and expensive. I have placed a case with this company with video of the "sparking" along with the order information. I'm requesting a refund as this product is a dangerous fire hazard that should be recalled. $1599.90 with trim kit.

  

  Business Response

  Date: 05/06/2024

  Hello,

   

  We apologize for the issues the customer has experienced. We have been in contact with them to process a replacement item to resolve this issue. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:04/24/2024

  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 purchased a refrigerator in July 2023. As of February 21, *********************************************************************************************** the freezer (we were out of the country) to come back to mold and horrific smell from the appliance and our home. The kitchen flooring had to be ripped up as mold was developing. Since February Zline has had a repair company come to our home 4 times to find out everytime they come they need another part. It now has been over 2 months without a working appliance that is less than a year old and we are spending thousands of dollars. Zline continues to want to put band aids on the situation and nothing is working. We spent a lot of money on the appliance and still no solution as been brought to us to resolve this.

  

  Business Response

  Date: 04/25/2024

  Hello,

  
  We apologize for the inconvenience and issues the customer has experienced. We attempted to call the customer this morning however we were unable to reach by phone. We sent an email offering the following: An exchange with a white glove swap, meaning the carriers will come into your home to unbox the new unit and remove the defective unit. The carriers are unable to install or uninstall the units, so the defective unit would need to be unplugged from the water and electric. In addition, we also offered an inconvenience credit. 

  We hope this resolution of an exchange is acceptable and look forward to hearing back.

  Kindest Regards,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21620334
  
  I am rejecting this response because: We require someone that brings the new appliance to install the stainless steel doors. This was not an easy job and it was an added cost for us to have this done. With all the headaches we have gone through the last 2 months this is something that is not negotiable. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/25/2024

  Hello,

  We talked to the customer today and we were able to come to a verbal agreement of the following: 

  1. Exchange with a white glove swap

  2. Inconvenience check

  3. 6 month extension to their manufacturers warranty

  The exchange and inconvenience credit have been submitted for processing. Our returns & freight department will reach out to the customer via email to provide more information regarding the exchange.

  Thank you,

  ZLINE Kitchen and Bath 

  Customer Answer

  Date: 04/25/2024

   
  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:04/15/2024

  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 48 inch professional range through *********** After installing the range, we have had major problems. Some of the main burners will not light. The oven doesn't cook consistently, and the k**** to control the over get extremely hot when baking.Zline customer service has attempted to resolve the issue by sending out a service technician, but the technician never came to fix it and the issue is still ongoing.

  

  Business Response

  Date: 04/18/2024

  Hello, 

   

  We apologize for the issues the customer is experiencing. The current service request is awaiting parts which are shipping under ***** tracking number with an ETA of 4/20/24. Once the parts are received, the service can be completed. As the customer is out of warranty, we will require a service attempt before any discussions of replacing the range. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 04/18/2024

   
  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:04/08/2024

  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 built a new home in 2021. My contractor, Constructing Up LLC, purchased and installed a Zline appliance package. In the 2.5 years we have lived in the home, we have had 4 microwave units installed, and all 4 have failed. The contractor installed the first 2 units, I received a partial refund for the install cost of unit #3 in fall 2022, and no refund for the cost of install of unit #4 in fall 2023. When I installed unit #4, I asked for validation that the unit had been tested for previous manufacturer defects and was assured it had pass factory testing. This unit failed within 3 months of install. Each install cost $200.This is a drawer microwave with specific measurements cut into our cabinet. I cannot afford to continue to seek replacement units due to the wear and tear on the cabinet, in addition to the very long time period it takes Zline to address the issue, and my out-of-pocket expense of install charges.I have emailed back & forth with Zline many times over the past 2.5 years, the last request was for a full refund of the cost to purchase a new Zline microwave so that I can seek an alternative unit and discontinue the cycle of faulty units. Zline asked for a receipt of the original purchase which I cannot provide given the contractor purchased the unit. Contractor is currently in bankruptcy proceedings so is not involved in the solution. Note Zline does have the original documentation of the purchase as it was used to validate the replacement of unit #1.My request: payment of $1800 to cover the $300 for previous install charges for the faulty units and $1500 to purchase a new comparable unit as sold at a local big box store.We built our new home, with a completion date of Sept 2021. The home was built by a contractor, Constructing Up LLC, and contractor purchased and installed an appliance package of Zline products.

  

  Business Response

  Date: 04/17/2024

  Hello,

   

  We apologize for the issues and inconvenience the customer has experienced. We have been in contact with the customer to agree upon a return and refund which is currently being processed. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21545201
  
  I am rejecting this response because:

   

  hi, I was told on Monday 4/29 by Zline that the refund payment of $1250 would be in the mail on Monday, but I have not yet received the check. Please hold t his case open until I receive the payment as promised.

  
  

  *******

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

  

  Business Response

  Date: 05/07/2024

  Hello,

   

  Our accounting department advised that this check was mailed out via **** mail on 4/29/24, and we expect the customer will be receiving it soon.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:04/06/2024

  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.

  Bought a ZLINE Gas Range in 2020 that was recalled in 2023 due to the risk of emitting dangerous levels of carbon monoxide while in use, posing a risk of carbon monoxide exposure that *** RESULT IN DEATH OR SERIOUS INJURY DUE TO CARBON MONOXIDE POISONING. This first recall was fixed.Unfortunately, on 11-24-2023 ZLINE informed me that the repair might not have been successful and that theres a second recall.ZLINE offered 3 options: Free inspection, free new replacement unit or pro-rated refund.I opted for the inspection. The inspection was scheduled for 01-22-2024. Unfortunately, the service technician was a no show and I had to reschedule the appointment to 01-29-2024. Unfortunately, for a second time, the technician was a no show with not giving any notice. At this point I was not willing to have it inspected anymore but wanted to have a NEW replacement unit. This was communicated to ZLINE in an email on 01-31-2024.ZLINE basically just ignored my request and I followed up on 02-07-2024 with no answer from them. *** sent another follow up email on 03-03-2024 and told them that Im not willing to have a replacement anymore but want a full refund now.At this point I also told them that I would take legal action if theres no positive feedback by 03-17-2024. Surprisingly it took ZLINE only 3 days to answer this email offering me the original 3 options.I opted for a free new replacement and was hoping that ZLINE would take my request seriously this time. Unfortunately, not even close. Today is 04-06-2024 and ZLINE still failed to answer. Im not able to use my oven since December 2023.I hereby want to warn potential ZLINE customers of the in my opinion fraudulent business practices of ZLINE. They bring a life-threatening product on the market, inform customers of a recall and then just ignore them. They are not taking any responsibility for their faulty and dangerous product. Please stay away from this company and their products.

  

  Business Response

  Date: 04/10/2024

  Hello,

   

  We deeply apologize for the delay in communication with the customer. Unfortunately, we discovered a system glitch that prevented the customer's responses from being assigned to our Customer Experience team. We are very willing to process this request for the customer. Our team is working on the request now, and will provide further instructions for the customer shortly. We have asked all departments involved to expedite this request. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21540756
  
  I am rejecting this response because:

  Dear Sir or Madam,

  unfortunately, it appears that your company still does not understand that you are at fault here. You sold a faulty and life threatening product to me (not my words, but yours) and make it look like I'm at fault here. Your offer to return the product at a pro-rated refund is as insulting as laughable! Please be asured that I'm not settling for anything less than what I've paid for your product!!!

  Just in case you still don't undrstand the situation I will recap little quick for you:
  You sold a product to me that is faulty and in your words life threatening if used. Your comany failed to provide any of the options you offered during the recall and after 4 month I still have no satifactory offer from you and a piece of scrap in my kitchen. First you did not respond to my email requests and now you even blaime a glitch in your service system. That's pathetic!

  I'm awaiting your positive response for a full refund!

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

  

  Business Response

  Date: 04/16/2024

  Hello,

   

  Upon thorough review of the issues raised, we want to assure you that we take product safety seriously. The recall and refund process for the RG36 has been carefully examined. The proration schedule, including the proposed refund amount, has been established following guidelines approved by the Consumer ************************* (CPSC). This schedule considers various factors. We understand the importance of this matter and appreciate your concerns. While we must adhere to the approved proration schedule, we are here to address any additional questions or concerns you may have. Our commitment is to ensure a fair and consistent resolution for all affected customers, as outlined and approved by the *****

   

  Thank you,

  ZLINE Kitchen and Bath

  
  

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21540756
  
  I am rejecting this response because:

  Guys, you still dont't get the point. Please spare me with the blablabla about how serious you take safety and how much you value your customers.
  You do NOT! You are proofing again and again that you don't!

  I don't really care about your guidlines and what strategy you developed for prorated refunds.
  What you offer is just not fair and also not realistic.

  You sold a life threatening device and want to make me lose money because of it. Does that sound fair? I don't think so.
  Your company is at fault and now you try to steel my money. You failed to inspect the product as promised several times and you also failed to replace the unit with a safe one and now you also fail again and again to make it right.

  That's just rediculious.

  Just for you rinformation. This is my absolute last email regarding this issue.
  As already mentioned before I will take any and all legal actions to resolve this issue to my satifaction.

  @BBB: If there is no acceptable offer from ZLINE I heryby want to close this case as unresolved with me taking other steps to get it done.
  I hope you will publish the entire communication so other customers are warned to stay away from this fraudulent business practices.

  Sincerely,
  

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

  

  Business Response

  Date: 04/18/2024

  Hello,

   

  Thank you for your candid feedback and for bringing your concerns to our attention. We sincerely apologize for any frustration or inconvenience our previous communications may have caused. 

  
  Upon reviewing your case and in recognition of the issues you have experienced, we have decided to issue a full refund to you as a courtesy. This decision is outside of our usual policy; however, we believe it is the right course of action under the circumstances.

  
  We understand this has been a challenging situation for you, and we are committed to ensuring that it is resolved as quickly as possible. Our Customer Experience team will be reaching out to discuss the details.

   

  Thank you,

  ZLINE Kitchen and Bath