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:03/29/2024

  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.

  I bought a gas range from Zline in 2020. In 2023 the company recalled the stove I bought for omitting carbon monoxide into homes. They offered to have it repaired but would not refund anything for it. It took them over a month to send someone out to repair it. In March 2024 I got another recall notice that the repairs done were not done correctly and they are still putting out carbon monoxide in homes. They are now offering to replace it or refund it but will not send a refund until over 30 days after they pick up the broken stove. This leaves us without a stove for months, because we need the money from a refund in order to buy a new stove. I’ve requested the refund prior to confirm we actually receive the money and then would allow them to take our broken stove. This has been a danger to my family and small children for years now and we just want to be compensated for it

  

  Business Response

  Date: 04/01/2024

  Hello,

   

  We apologize for the inconvenience the customer has experienced. At this time, our recall options have been expanded due to less than 1% of repairs being performed incorrectly in the field. The repair is entirely safe and certified by the CPSC, and it is the same repair we perform and test thoroughly before sending out any replacement ranges. The safety of our customers is of utmost importance to our company. Out of an abundance of caution, we gave our customers the following options to ensure they would have a safe range in their home:

   

  1. A free inspection to ensure the range was repaired and functioning as expected within the acceptable limits.

  2. A replacement range- either the same model or an upgrade to our new gas on gas range or dual fuel range. 

  3. A return and a refund, with the refund occurring after the pickup takes place. 

   

  Due to policies in place that ensure a fair and organized process for all affected customers, we are unable to issue a refund before the range is picked up. The customer may choose from any of the options above that best fit their needs. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 04/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is the same response I was given directly from the business. With their solution to not provide a refund for 30+ days after our old range is picked up, it leaves us without a range for our family and without the ability to buy a new one until we receive the refund.  By the time we get the refund in over a month, order a new brand range and the delivery/installation times we will be without one for over two months. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 04/05/2024

  Hello,

   

  The policy regarding the issuing of refunds is not negotiable. All refunds, regardless of the reason, will be issued once the item is reported as picked up. If the customer is not comfortable with the wait time to process a pickup and refund, they may opt for a free inspection instead to ensure their unit has been repaired properly and operating within acceptable CO limits. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:03/11/2024

  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.

  The ice-maker in the door hasn’t worked since we got it! ( Msybe 10 days total)
  Icemaker drawer extremely difficult to pull out.
  
  We tried for 7 months with zero response, now they’re saying the warranty has expired.
  We were advised that they switched systems and lost our messages and this is why they didn’t respond.
  They did finally send us an unwrapped damaged part that didn’t work. The repairman requested another part and installed. Still doesn’t work. Zline is now refusing to help because it’s out of warranty, yet it hasn’t worked more than 10 days since we received the refrigerator.
  We have been advised that Samsung purchased them during this time and has been refusing to take care of warranty issues.
  We want a FULL REFUND (we deserve a replacement and a full refund for the HELL we have been put through.)
  Our first choice is a FULL REFUND!
  Last choice is a replacement because we really don’t want their poorly made product if they’re not going to stand up to their warranty.
  I have retained an attorney if they are not willing to comply who has all documentation and recordings.
  We were asked by our attorney to try this prior to taking full legal action. Zline will be required to pay ALL legal fees if we need to go that route.

  

  Business Response

  Date: 03/15/2024

  Hello,

   

  We apologize for the communication issues the customer has experienced and for the ice maker issue. We do have record of a courtesy service request for them back in November of 2023, and we were informed this month that the ice maker now only works intermittently. As of 3/14/24, we have agreed to facilitate an exchange for a brand new unit. 

   

  We would like to clarify that ZLINE has not been purchased by Samsung or any other company, and we are unsure how or why this was told to the customer. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:03/08/2024

  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 purchased the ****36 refrigerator in Fall of 2022, but kept it in its original box and packaging until it was installed in early 2023. This refrigerator has been installed in our kitchen for approximately 1 year. The bottom of the freezer has begun filling with a sheet of ice, then melts and leaks all over our floor. This issue occurs even when the waterline to the unit is OFF. I have attempted to contact Zline customer service about this issue. I have submitted online requests and attempted to call customer service. Their customer service has not responded to any of my outreaches, via phone or web.

  

  Business Response

  Date: 03/14/2024

  Hello,

   

  We have been in contact with the customer on case number ******** in order to help troubleshoot this issue. As they are no longer within the warranty period, we will be unable to send a new unit, however, we are more thean happy to continue troubleshooting and facilitate a courtesy service request once troubleshooting is complete. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:03/05/2024

  Type:Sales and Advertising 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 kitchen hood that never worked. The first time I used it, it shut off and would not turn back on. The next time, the second fan had no suction. I emailed REPEATEDLY the customer service department who tried to troubleshoot the issue. It didn't work. They requested photos and videos then never replied. I called and after not hearing back from them for several weeks. The agent on the phone tried to troubleshoot the issue, I went through a list of questions to ensure proper installation and had her listen to the motor over the phone. She stated ZLINE would ship me a replacement motor, then, after a week, I received an email stating otherwise - I would not be getting a motor and instead had to submit more photos and more videos OR I could return the hood for a refund. But, I would have no replacement hood and I would have to pay for the shipping materials myself, so it would be a loss. Not to mention the ***** I have spent trying to resolve this issue. I was sold a defective item and after 3+ months I have no working hood.

  

  Business Response

  Date: 03/14/2024

  Hello,

   

  We apologize for the issues the customer has experienced with her hood. As of 3/11/24, we have processed an exchange of the hood for a new unit. Tracking will be sent to the customer via email. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:03/01/2024

  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.

  My ZLine RG30 range was recalled due to a carbon monoxide leak. As I was not the original purchaser of the range (it was in the home I purchased), I was not eligible for a refund so I arranged a removal and replacement with ZLine per their company policy. The defective range was removed from my home on 2/21, but the replacement range was not delivered. I followed up with ZLine the next day who modified the delivery agreement with the shipping company to allow for delivery of the replacement range. After another week, we still had not received the replacement range, and neither ZLine nor the shipping company provided any updates. As of today (3/1), ZLine still cannot provide any updates regarding the delivery timeline. I do not have a range and have lost the ability to cook for my family (and I am bearing the cost of eating more meals outside of my home). Given ZLine's inability to provide a replacement range as promised, I called to request a refund. I was told I would have to wait for until Monday for an update which will be 13 days without a range and without any timeframe for replacement. They refused a refund (which would facilitate the purchase of a new range) despite the extenuating circumstances, i.e., their failure to replace the range which was promised.In sum, Z-Line has not provided the promised replacement range. Given their inability to provide said replacement, I would like the same prorated refund offered to other customers despite not being the original purchaser of the range.

  

  Business Response

  Date: 03/12/2024

  Hello,

   

  We apologize for the delivery challenges the customer has experienced. The carrier advised that unfortunately, they would be unable to facilitate an in-home delivery without removing the door frame of the customer's home, which they will not do for liability reasons. Due to this, we have requested a prorated refund which has been approved by our accounting department. This is currently processing with our accounting department, and will be sent to the customer via **** mail.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/27/2024

  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.

  I am extremely disappointed with the appliances that I bought from Zline. I was under the impression from their website that these would be high quality appliances and I am severely disappointed. I have spent hours upon hours contacting them and coordinating people to come repair the appliances. They were installed less than seven months ago and I have had several issues that have not been addressed. No one knows how to repair or fix the units because most people have never seen or heard of the brand before. All the people given to install when I bought them dont install their appliances. No about the appliances. The built in oven has a clock that does not keep the correct time. They sent someone to the house to fix and the part was broken and I sat home all day waiting for the person only to find out he would have to come again to fix it. Next my refrigerator has never not rocked since it was installed. I had it looked at by a repairman and they said that there is something wrong with the frame. Instead of confirming this they are sending me leveling legs to the back of the fridge and they said that there should be leveling legs there. No fridges have leveling legs on the back of the fridge. I dont know if they are confused but this is not the issue. Lastly our dishwasher has been giving us error codes that it cannot pump the water out properly. A repairman they sent diagnosed the issue but it could not be fixed properly because they dont make a long enough hose for it. I am extremely disappointed with my whole experience with Zline. They keep sending people over to the house and nothing has been fixed or remedied. I would either like refunds on the products, extended warranties on the products, or totally new appliances all installed at no charge.

  

  Business Response

  Date: 02/29/2024

  Hello,

   

  We apologize for the issues the customer has experienced thus far and for the inconvenience. We have reached out to the customer to offer complimentary appliance protection plans for the affected products and will continue working with him until the issues are completely resolved through service.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/22/2024

  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.

  I purchased a z line range for a house remodel. In 2022, I was informed of a recall. I went through the appropriate channels and was told that A & E would come out and fix it. The repair man watched ******* videos to try to fix my oven. He ended up breaking the thermostat. The oven would not stay at the temperature it was supposed to and took too long to preheat. I informed z line again and they sent out barilanding repair. This repairman ended up coming twice and he brought his kids with him during both the repairs. The thermostat was never fixed. I was unable to use the oven for almost a year. Z line did nothing afterwards. I was able to request a new range and thought everything was fine. The new range took longer than z line said it would by a month. The new range arrived but turns out the k*** is on recall and the oven is having the same temperature issues. The k*** is being sent to me ************ refuses to give me a refund. They say they are only going to fix it or replace it. I said I would give them one more chance to fix the range but I desire a refund so that I can get a functioning range that works. I will never buy another z line range again. This product is a complete joke.

  

  Business Response

  Date: 02/27/2024

  Hello,

   

  We apologize for the issues the customer has experienced. We would like to clarify that no part of the new gas range, including the ****, is recalled at this time. The customer currently has an open warranty service request, but if a refund is preferred we will reach out with the return and refund options.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21332612
  
  I am rejecting this response because: your representative over the phone said the k*** was under a recall. Your company has a faulty product and I no longer feel safe using the range. I would like a refund please. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/28/2024

  Hello,

   

  To confirm our customer experience team did not provide incorrect information to the customer, we listened to the recorded calls with this customer and her husband. In a call on 2/20/24 with *************************, the representative advised that the k*** was misprinted, not recalled, causing a 50 degree variance in temperature which would be resolved with a replacement k*** that had been correctly printed. No other recorded call indicated information to the contrary. We do understand that the customer is experiencing additional issues unrelated to the ****.

   

  Our customer experience team has reached out to the customer to discuss the return and refund option.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21332612
  
  I am rejecting this response because:
  

  you told my husband it was recalled. I will close out this case once I receive a refund. A supervisor is supposed to call me Friday. I would like a refund before the range is taken away as I have to cook for a one year old. 

   

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

  

  Business Response

  Date: 03/05/2024

  Hello,

   

  As we stated in our prior response, in order to confirm our customer experience team did not provide incorrect information to the customer, we listened to the recorded calls with this customer and her husband. In a call on 2/20/24 with *************************, the representative advised that the k*** was misprinted, not recalled, causing a 50 degree variance in temperature which would be resolved with a replacement k*** that had been correctly printed. 

   

  At no point was the customer or her husband advised that any part of the *** range has been recalled, and this is factually incorrect. 

   

  Per our policy, no refunds will be issued until the unit to be returned is picked up by the carrier. Once our team is informed that pickup has taken place, the refund request will be sent to the accounting department for processing.

   

  Thank you,

  ZLINE Kitchen and Bath

   

   

• Initial Complaint

  Date:02/17/2024

  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.

  Purchased a wall oven and the timer doesn’t work in bake mode. I have spoke with numerous customer service reps (all very nice) and emailed several times. The timer doesn’t work at all when the oven is on. The manual I have clearly states it should work at any time. ZLINE response is the model I have it doesn’t work. And they have updated their manual. There was no option at the time of purchase to buy an oven with a timer that does or doesn’t work in bake mode. What’s the point of having a timer if it doesn’t work? I just want the oven replaced or repaired and they are not willing to do so. I bought the entire kitchen, fridge, microwave, wall oven, range, and range hood. I’m ready to return it all due ti this issue but I’m stuck since it’s been over 30 days since my purchase from Lowes. I feel like this is deceitful and they need to stand by their products!!!

  

  Business Response

  Date: 02/27/2024

  Hello,

   

  We regret the inconvenience the customer has experienced with this feature in her wall oven. The manual version available at the time of this particular wall oven's manufacture does not advise that the timer can be used in any setting, while the updated version available with the new ovens does include this feature and instructions. Please see the attached screenshots of the manual that reflect this change. We have reached out to this customer to offer an exchange at this time as a courtesy.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/16/2024

  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.

  We received a refurbished 36" range on February 9th 2024 due to a recall of our originally purchased unit. On February 10th we turned on the oven and it caught on fire. Fire was visibly coming out of the bottom and top of unit and when opening the oven door it was apparent the fire was from within the units skeleton and not the oven compartment itself. The oven compartment was empty. The fire was very difficult to put out with a fire extinguisher and created very strong chemical fumes and smoke. There is damage to our floor, a strong chemical smoke smell residual on the kitchen ceiling, cabinets, walls and vent hood. The chemical smoke exposure from the fire also has had residual health affects to our family that was inside the house at the time of the fire. Both myself and my wife have tried to communicate this issue to Zline customer service, but we have not yet received any reconciliation from Zline management. We did receive an email offering a refund and a $200 "inconvenience" return, to which we have responded and heard nothing back. A Zline product has caused health and property damages, and we need a faster and more appropriate response to the matter from Zline management.

  

  Business Response

  Date: 02/28/2024

  Hello,

   

  We apologize for the issue the customer experienced with the replacement unit. With photos obtained on February 12th 2024, we identified the source of the fire as a piece of packing foam placed under the drip pan. This piece keeps the bake burner in place for the units we repair and test in-house before shipping them to our customers affected by the recall. We do include instructions to remove this piece before using the oven for the first time. The customer accepted a return and refund as a resolution on 2/16/24. Once the unit is picked up, the refund will be issued. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21303591
  
  I am rejecting this response because:

  There are no instructions to remove any material from within the skeleton of the range in the installation instructions.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/05/2024

  Hello,

   

  The returns department has been informed that this unit has been picked up, and the refund request has been submitted to our accounting department for processing. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/15/2024

  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.

  Purchased a range 3/2021 from Lowes, I have needed to have it serviced 3 times, now going on the fourth. I believe this range to be defective and or a lemon. The company is not helpful and I would want to warn other consumers not to buy from this company.

  

  Business Response

  Date: 02/27/2024

  Hello,

   

  We apologize for the issues the customer has experienced. We currently have an open warranty service request to repair her range as a courtesy outside of warranty. If this repair is unsuccessful, we will be able to exchange the unit. As the customer is outside of the warranty period, we will be unable to offer a refund at this time. 

   

  Thank you,

  ZLINE Kitchen and Bath