Complaints
This profile includes complaints for ZLINE Kitchen and Bath, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 253 total complaints in the last 3 years.
- 41 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/13/2024
Type: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 submitted a case online to the business on 12-7-23 about our refrigerator not working. They had a tech come out and diagnose. We waited for the part. The part was replaced on 12/27/23. The fridge worked for half a day and stopped working again, same issue. I contacted them and the warranty company via email letting them know that it stopped working again. They still have not contacted me to have the tech come out. It has been more than one month we are without a refrigerator. I've told them many times that we have a cancer patient at home who needs to have her supplements/medications refrigerated. They have extremely poor customer service. They do not answer phone calls and takes them forever to respond to emails. It is unacceptable to leave someone without a fridge for over a month. Please assist us in getting the business to resolve this issue asap. The fridge was purchased on 1-16-23. Thank you.
Business Response
Date: 01/17/2024
Hello,
We apologize for the delay in servicing this customer's unit. Our records indicate that the refrigerator had a second service appointment for diagnosis, and the provider indicated a new technician would need to be contracted to work on a part of the sealed system, as this requires additional qualifications. Our warranty partners are in the process of locating a new service provider as soon as possible.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/17/2024
Complaint: 21142117
I am rejecting this response because:It is taking too long for Zline to locate a technician. Please send us the part and we will find our own technician to install the part. It is the same issue as before. It looks like it's the board again. Please ship the part asap and we have the installation taken care of from our end. Thank you.
Sincerely,
*********************************Business Response
Date: 01/26/2024
Hello,
We are awaiting information from the warranty department regarding what parts are needed for this service, as the previous provider indicated that the compressor needed service within the sealed system rather than the circuit boards. We will reach out to the customer as soon as this information is obtained, and we apologize for the delay.
Thank you,
ZLINE Kitchen and Bath
Initial Complaint
Date:01/12/2024
Type: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.
our RG30 stove was part of a recent ZLine recall.
Initially they sent a replacement part, which didn’t work.
So they offered a replacement stove - We now have the replacement stove (which we had to install and have set up) and it is sub-par.
The oven (cause of the recall) seems to be a better design but other options that were key to our choice of stove are gone.
• left front double ring “power burner” offering 1800 BTUs
• left rear “simmer burner”
It is immediately obvious there are just two levels of BTU output, 15000 in the front and 9000 in the back.
It is NOT an equivalent option. and NOT a stove I would have initially chosen. If you check out ZLine’s promotional materials for the stove, they don’t provide a view of the top or an explanation of output – possible intentional?
I have been in touch with Z-line. After a few days of trying to reach them by phone and email with no reply (they blamed me for the formatting of the email but didn’t explain why their “automatic” phone system didn’t respond…) I found an email address for the owner/CEO and this was the gist of the response:
“we regret to inform you that, as of now, we consider the matter closed, as we have successfully fulfilled your initial resolution selection.”
Their “resolution selection” was a Hobson’s Choice of either keeping the “stove of death” or accepting a sub-par replacement. We would like an EQUAL/APPROPRIATE replacement when t becomes available. This is like exchanging a business suit for one that is two sizes to small and then declaring the matter "successfully fulfilled" because they are both suits.Business Response
Date: 01/16/2024
Hello,
We understand and empathize with the customer's situation, however, upon reviewing our records, we found that we had previously sent the customer a comprehensive email containing a link to the specifications of the SGR range. This link included both a top view and a detailed list of BTU outputs, providing them with a thorough understanding of the product's features and capabilities. We will include this email and screenshots of the link ********************************************************** as attachments. A follow up email was also sent, again with a link to view the specifications once the exchange was processed.
As this information was readily available and provided to the customer to make an informed decision and they agreed to this solution before it was processed, we do consider this matter closed.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/16/2024
Complaint: ********
I am rejecting this response because: the link they sent NOW has a picture of the top of the stove... I have checked this and other links to the SGR30 and a clear view of the top was not there and most certainly was not there at the time the link was received...the specs were also not available even in the paperwork that arrived with the stove. We eventually received them via email after asking repeatedly.in addition, even if evidence of the unacceptable burners we were given, the choice of either a dangerous - possibly life-threatening situation - or a sub-par replacement. this is unacceptable. all we ask if for a comparable stove as a replacement. We are simply asking to be made whole. A deadly stove or a sub-par stove is hardly an equitable choice, the choice was made under duress to keep our family safe. Now that we are safe, we simply ask that an equitable choice be offered when available.
Sincerely,
****** *******Business Response
Date: 01/24/2024
Hello,
While the new range has a maximum of 15,000 BTUs, compared to the previous model's 18,000 BTUs, it's important to note that this adjustment does not compromise the functionality of the appliance. In fact, the new range comes with several upgrades that enhance its overall performance.
One notable improvement is the inclusion of automatic re-ignition, a feature designed to add an extra layer of safety and convenience. This feature ensures that if the flame is accidentally extinguished, the range will automatically relight, providing a seamless cooking experience. The new range has been meticulously designed to deliver efficient and reliable performance.The BTU information was available to the customer at the time the offer was made, and the resolution is considered final.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/25/2024
Complaint: ********
I am rejecting this response because: not only need evidence of the lower btus being explained - other than a link to information that has been altered - but, in addition, the ONLY option was either a deadly stove or a sub-par alternative. The manufacturer mentions other updates as if that offsets the negatives - it does not. I WOULD NOT HAVE PURCHASED this stove if it had been an option at the time of original purchase.
Sincerely,
****** *******Business Response
Date: 01/30/2024
Hello,
We have reached out to the customer to proceed with their preferred resolution of an exchange for the previous model.
Best,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/30/2024
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:01/10/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ZLine currently has a recall on gas stoves. I have had to go to excessive lengths to have someone come do the recall work and pay for it myself. They did not want to reimburse me for the cost of the recall. FINALLY I was reimbursed only to find out the work did not cure the issue which is that my stove is emitting carbon monoxide (deadly!) I had another service rep come today that was evidently sent by ZLine. I had no idea this person was coming. He stated that my stove failed!! Again!! Now ZLine wants me to prove that the stove was purchased by me and they want the serial number of said stove (this work was just done by a rep that provided the serial number) THEY contacted me because I purchased the stove from them. They know I purchased the stove from them. I want this stove replaced with a stove that is NOT going to kill my family. I am tired of this back and forth and no one calling me back. A bunch of worthless emails does not do it for meBusiness Response
Date: 01/12/2024
Hello,
We apologize for the issue and the inconvenience the customer has experienced. As a matter of policy, our accounting department prefers to have an itemized order receipt (proof of purchase) on hand when issuing any refunds, in this case a $250 credit to the customer to go along with the exchange that we are currently processing. We are grateful to the customer for providing us with the information needed to proceed with this solution, and did not intend to cause further inconvenience. We will continue to work with the customer to complete this resolution.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/16/2024
Complaint: 21115549
I am rejecting this response because: I received a call from **************** team member directly after filing this complaint. I was told that it will ***********-8 weeks to replace my faulty stove and that I have to remove the doors myself if I still want the color that I ordered and paid for initially. My concern is that if I close this case and accept the drawn out promise of resolution the issue will continue as it has for a year!! I want resolution, not a drawn out promise of resolution. Expecting me to wait an additional 6-8 weeks after flippantly ignoring an issue that was potentially deadly is not good service. This has stopped being an 'inconvenience' long ago.
Sincerely,
*******************Business Response
Date: 01/22/2024
Hello,
We appreciate the customer's concerns regarding the resolution timeline provided. We take this situation seriously and are committed to resolving it as promptly as possible.
Firstly, we want to clarify that we have not ignored any potentially dangerous issues. Our goal is to address each customer concern in the order it is received, ensuring a fair and systematic approach. The estimated 6-8 week timeframe is provided with transparency, as this process involves multiple departments coordinating paperwork, conducting safety testing, and issuing refunds. Our team is working diligently to expedite the process wherever possible.
Regarding the suggestion to remove the doors, we understand the impact this may have on the customer's experience. However, the blue matte and blue gloss doors have been discontinued at this time and very ************ still remains. in order to ensure the customer keeps the same color, we have advised them to remove the door and place it on the new unit.Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/23/2024
Complaint: 21115549
I am rejecting this response because: I will consider this matter resolved when it is actually resolved. I would like to hold off on closing this complaint until the matter is TOTALLY resolved. This issue has been going on and on for nearly a year. I am getting the impression that the Vendor does not feel that this complaint has merit, however, I am still unable to use my oven and am waiting for a new (or refurbished) unit. This matter is not resolved until I have a working unit installed in my home that is no longer a danger to me and my family.
Sincerely,
*******************Business Response
Date: 01/25/2024
Hello,
We completely understand the customer's reluctance to close this case, however, as we are required to promptly respond to every message received regarding this complaint, we would kindly ask the customer to close the case for the time being, and re-open it at any time if needed in the future in order to avoid the repetitive back and forth while awaiting their exchange to take place. We provided the customer with the return information on 1/23/24:
Ryder Final Mile will be conducting the Deluxe Swap. ***** will contact you at ************** to schedule the delivery & pick-up appointment; your reference # is 2097258.
We are committed to resolving this matter for the customer as quickly as possible.Thank you,
ZLINE Kitchen and Bath
Business Response
Date: 02/07/2024
Hello,
We would like to clarify that at no point did we state that "it is inconvenient to have this issue unresolved with the BBB," rather, we intended to express that the back and forth will continue as required by the BBB with similar responses until the complaint is closed while we await the refund to be issued. It is currently pending with the accounting department and we have requested them to expedite the request.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 02/08/2024
Complaint: 21115549
I am rejecting this response because: I am still waiting for resolution. I would like this complaint to remain open until an actual resolution has taken place. By the reply from ZLine it seems that some sort of payment is supposed to be a resolution? I am waiting for a replacement stove that I can use safely in my home. I will not be satisfied until this happens.I have dealt with recalls in the past and they have been resolved quickly and efficiently. This has been dragging on costing me money and time and I am unable to safely use my appliance.
Sincerely,
*******************Business Response
Date: 02/08/2024
Hello,
We are expediting both the requests for the partial refund and the exchange at this time. The shipping team has advised that the ****** for the exchange will be shipping tomorrow, 2/9. To avoid delays, please ensure the unit is disconnected from gas and electricity prior to pickup, which will occur at the same time as the delivery of the new range.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 02/08/2024
Complaint: 21115549
I am rejecting this response because: Does this mean that the exchange is tomorrow or that the shipping begins tomorrow? Please advise as I had a tech on my porch with no notice last time to test for carbon monoxide. The range is ready for pick up, however, the shipping company should contact me for details on how to access and deliver.
Sincerely,
*******************Business Response
Date: 02/13/2024
Hello,
To clarify per the customer's question, the range shipped last week for the exchange, and is currently in transit which can be viewed at the tracking link below for reference number 2097258.
*****************************************
The exchange details have been sent to the customer via email, and the carrier (Ryder) will call the customer to schedule an appointment.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 02/13/2024
Complaint: 21115549
I am rejecting this response because: I will accept the delivered appliance when it arrives and close the complaint. Until then it remains open
Sincerely,
*******************Business Response
Date: 02/16/2024
Hello,
Tracking indicates that the range is scheduled for delivery tomorrow, 2/17/24. We will await confirmation of order receipt from the customer.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 02/16/2024
Complaint: 21115549
I am rejecting this response because: delivery is scheduled for tomorrow,
Sincerely,
*******************Business Response
Date: 02/28/2024
Hello,
Our returns team has been in contact with the carrier, *****, in order to ensure the pickup will take place.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 02/28/2024
Complaint: 21115549
I am rejecting this response because: I received the replacement stove and the carrier refused to pick up the damaged one leaving it in the middle of my garage with all it's packing material. I was told ZLine would contact me about having the damaged one picked up. I finally reached out to ZLine and spoke with ******, she tried to resolve the issue and had to call me back promising I would be contacted by the Ryder team. I have not heard from the Ryder team. I also have not been sent a check that was supposed to be for my 'inconvenience'. This whole issue is far more than an 'inconvenience'. I would like to have the damaged stove picked up. Please resolve this issue, I am tired of doing this.
Sincerely,
*******************Business Response
Date: 03/05/2024
Hello,
We apologize for the issues with the pickup for this item. Per the shipping information sent to Ryder, this was a deluxe swap with in-home delivery and haul away services for the original unit. We will attach a screenshot of this information showing what was ordered. We are unsure why ***** would not have this pickup in their system since we are able to see it on our end. We are reaching out to their team again to see what needs to be done to coordinate this pickup.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 03/06/2024
Complaint: 21115549
I am rejecting this response because: Once I have the broken unit picked up by *****, I will accept this complaint as closed.
Sincerely,
*******************Business Response
Date: 03/08/2024
Hello,
The returns department has been in touch with *****, and they have given a pick up date of Saturday, 3/9 for the return. The partial refund check was emailed via **** on 2/23/24.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 03/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The dangerous appliance was finally picked up on 3/9/24. I am relieved that this ongoing mess is finally finished. This was not an 'inconvenience'. The haphazard customer service that caused this issue should not be tolerated by any functioning company.
Sincerely,
*******************Initial Complaint
Date:01/04/2024
Type: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 Zline RG36 and the matching Zline Hood. It was installed in our new home and we obtained our occupancy permit on 9/29/22. In July of 2023 we were told to discontinue use because there was a DANGEROUS recall because it leaks gas. We had a Zline contractor out to complete the recall repair. After that, we started smelling gas when we cooked, so we limited use of the appliance. We received another recall notice and I filed for the repair on 11/21/23. That week, it was pouring out gas when the oven was on and filled our house with propane. We discontinued all use. They finally made the appointment on 1/4/24... And no one showed up today. It still says they're supposed to be here today 2 hours ago and it's well past the close of the appointment window. We got 9 months out of a $3300 stove and we have no way to cook food besides a toaster over and air fryer. For months! Every time we call the recall hotline, you're on the phone for 20 minutes and it automatically hangs up. The appliance repair company is only AI and we can't get ahold of them. We paid a lot of money for a new oven and range hood and we can't cook. My husband has a full day of lost wages today waiting for the repair man, plus all the eating out if we want more than one small portion of food cooked one at a time for my family. No one will help us and this is DANGEROUS. We've emailed many times with zero response. We can't get ahold of anyone like there's no one working there anymore. We paid for a new appliance and we deserve a NEW appliance. Oh yes, the buttons on hood broke also... AFTER ONLY 11 months. Zero part numbers in the manual or online to order. Again, can't get ahold of anyone to help.Business Response
Date: 01/12/2024
Hello,
We apologize for the inconvenience the the customer has experienced. We sent them an email on 1/5/24 to ************************** do offer additional options for resolution:
"We understand that you were previously scheduled with A&E for an inspection. We have sent a request to have you rescheduled. We also want to make sure you are aware of your other options if an inspection is no longer the option you wish to proceed with. We have three options available, and you can find detailed information about these options by clicking on the links provided in the attached notice. To ensure that you receive the quickest possible resolution, please follow the links to select your preferred option and provide your information. Once we receive your request, we will reach out to you for any further steps or questions required to ensure a timely resolution.
Landing Pages (links from the notice)Inspections
***********************************************
Replacements
**********************************************
Returns
*****************************************
ZLINE is committed to this important safety work and urges you to participate.
If you experience alerts from your carbon monoxide detector and think you are experiencing any of the symptoms of CO poisoning, get outside to fresh air immediately. Leave the home and call your fire department to report your symptoms from a neighbor’s home. If you have any issues with your range, please do not hesitate to contact us at ###-###-#### or ********************************** so that we may escalate your concern.
Thank you very much for your prompt attention to this urgent safety message."We kindly ask the customer to respond to this email sed on 1/5/24 to proceed with their preferred resolution. For a return and refund, we will need them to send us a copy of their proof of purchase and serial number to their open case.
Thank you,
ZLINE Kitchen and Bath
Business Response
Date: 01/12/2024
Hello,
We apologize for the inconvenience the the customer has experienced. We sent them an email on 1/5/24 to ************************** do offer additional options for resolution:
"We understand that you were previously scheduled with A&E for an inspection. We have sent a request to have you rescheduled. We also want to make sure you are aware of your other options if an inspection is no longer the option you wish to proceed with. We have three options available, and you can find detailed information about these options by clicking on the links provided in the attached notice. To ensure that you receive the quickest possible resolution, please follow the links to select your preferred option and provide your information. Once we receive your request, we will reach out to you for any further steps or questions required to ensure a timely resolution.
Landing Pages (links from the notice)Inspections
***********************************************
Replacements
**********************************************
Returns
*****************************************
ZLINE is committed to this important safety work and urges you to participate.
If you experience alerts from your carbon monoxide detector and think you are experiencing any of the symptoms of CO poisoning, get outside to fresh air immediately. Leave the home and call your fire department to report your symptoms from a neighbor’s home. If you have any issues with your range, please do not hesitate to contact us at ###-###-#### or ********************************** so that we may escalate your concern.
Thank you very much for your prompt attention to this urgent safety message."We kindly ask the customer to respond to this email sed on 1/5/24 to proceed with their preferred resolution. For a return and refund, we will need them to send us a copy of their proof of purchase and serial number to their open case.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/16/2024
Complaint: ********
I am rejecting this response because: They sent this email after I filed a complaint with the BBB. I emailed them back on 1/12/24 with all requested documentation. It took a few days for me to find our receipt from when we purchased our appliance and get a picture of the serial number on the appliance. I sent them an email on 1/12/24 with all items they requested. Copy of the paid receipt, a picture of the serial number, and all their questions answered. Instead of emailing me back, they responded to this complaint saying I didn't respond. Again, they are incorrect.
Sincerely,
******* *****Business Response
Date: 01/22/2024
Hello,
At the time our last response was submitted on 1/12, we had not yet received the customer's email. We have received the proof of purchase, however, the pricing is not itemized and includes several appliances, so we are reaching out to the vendor to retrieve the individual pricing for the range at the time of purchase in order to offer the correct amount for the refund. We will reach out to the customer once we have this information.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/23/2024
Complaint: ********
I am rejecting this response because: I have send over the itemized invoice.
Sincerely,
******* *****Business Response
Date: 01/25/2024
Hello,
We have received the itemized invoice from the customer and submitted the return for processing to our returns department. They will provide further instructions for the customer in order to complete the return process. Once the unit is picked up, a refund will be processed by our accounting department.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/25/2024
Complaint: ********
I am rejecting this response because: I received an "approval", but it will take 6-8 weeks to pick up the stove, then they have to alert the accounting department of pick up, then the accounting department has to accept, then they have to process the check which takes an undisclosed amount of time, and then send the check out which will take 30 days from when they process the check. I will close this out once we receive our funds. There are 100 steps involved between now and getting an acceptable resolution. Before we escalated to the BBB, they proved to be incapable of following through on scheduled appointments and refused to answer phone calls and emails.
Sincerely,
******* *****Business Response
Date: 01/30/2024
Hello,
While we understand the customer's reluctance to close this complaint at this time, we do want to assure them that we are working through all current requests as quickly as possible to serve our customers in the order the requests were submitted. The 6-8 week turn around time is an estimate based on current volume, but the process may move more quickly than estimated depending on several factors. We hope response time will improve as we finalize the majority of these requests.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/30/2024
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.However, if this does not progress as they say it will, then I will open another case.
Sincerely,
******* *****Initial Complaint
Date:12/28/2023
Type: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 stove was recall twice .someone came out replace parts in the oven it took weeks without a oven all was said was sorry .that was the first time . last time a recall happen again i was told to stop using the oven a second time i was ship a new stove but could not use the oven for months and i had to eat out no oven for Thanksgiving or Christmas for my family and i had to pay for the install of the new stove ****** i would like Zline company to pay for food i had to buy .it came up Zline kitchen it is the company that make the stove there number is ************ thank youBusiness Response
Date: 12/29/2023
Hello,
We understand and apologize for the inconvenience caused by the delay in the customer's oven replacement and its impact on meal preparations. We would like to note that our investigation confirmed the gas cooktop of the range was still functional and safe to use during the period when the oven was out of commission. While we empathize with the situation, reimbursement for food costs during the replacement process isn't a coverage we offer as part of our standard policies.
Our records indicate that the customer accepted a $300 credit to assist with the associated costs related to the exchange and the new unit has been delivered as of 12/27, so we have closed this case on our end at this time.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/02/2024
Complaint: 21068281
I am rejecting this response because:
Sincerely,
*************************Customer Answer
Date: 01/02/2024
I could not use my oven for months on holiday I was told I would receive a new stove I did on 12/27 but I did with out a oven for months without baking foods all I received was sorry I have not received the money for some one to install the new oven I was told I would have to wait 30 days I am not happy with that my family had to eat out months because we do not eat fried food. I did not receive any money for thatBusiness Response
Date: 01/12/2024
Hello,
Our accounting department has confirmed that the $300 reimbursement check is en route via **** as of 1/5/24. The customer should be receiving it shortly.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/17/2024
Complaint: 21068281
I am rejecting this response because:
Sincerely,
*************************Customer Answer
Date: 01/22/2024
I am not happy with three hundred dollars I could not used my oven for either holidayBusiness Response
Date: 01/25/2024
Hello,
We understand and apologize for the inconvenience caused by the delay in the customer's oven replacement and its impact on meal preparations. We would like to note that our investigation confirmed the gas cooktop of the range was still functional and safe to use during the period when the oven was out of commission. While we empathize with the situation, reimbursement for food costs during the replacement process isn't a coverage we offer as part of our standard policies. Our records indicate that the customer accepted a $300 credit to assist with the associated costs related to the exchange and the new unit has been delivered as of 12/27, so we have closed this case on our end at this time.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/25/2024
Complaint: 21068281
I am rejecting this response because:
Sincerely,
*************************Customer Answer
Date: 01/26/2024
I received the three hundred check from zline I was told that was for the installation of the new stove . I paid ****** for the install of the stove. I paid someone to set up the new stove and take apart the old stove. I did not receive any money for food was told it was safe to use the top burner I could not bake anything I do not eat fried food so that was no good to me .I told them that .Customer Answer
Date: 01/29/2024
Complaint: 21068281
I am rejecting this response because:
Sincerely,
*************************Initial Complaint
Date:12/28/2023
Type: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 new Zline 36" range/oven for kitchen remodel. The oven was installed in April 2022. We received a recall notice for the range in January 2023 stating that the range may emit deadly levels of carbon monoxide. We promptly submitted the necessary information for the first step they recommended which was delivery of parts and scheduled repair. Repair wasn't scheduled until March 15 - all the while Zline recommends not using the appliance, which is insane for a family to not be able to cook meals. Repairman had to return twice as he did not have the proper tools. The repair was finally completed. Then in September 2023 we received yet another notice that Zline was aware that the repair was not effective; they recommend installation of CM detectors. Then in November, Zline finally started offering refunds or replacements. The process has taken literally weeks to get responses and everyone has complained of waiting on hold for 7+ hours on the forums. The refund I have now finally been offered is $3,017, which is approximately $700 less than what I paid. Zline will not acknowledgement the purchase of brass burners for neither the replacement nor refund option. I cannot get a similar replacement appliance for what they are offering me. All the while my family is in danger as we must continue using our appliance to make meals. Their lack of timely and appropriate response is bordering criminal, particularly since this is a known safety risk acknowledged by them. Attachments cannot be uploaded due to size but I can provide detailed history and receipt separately.Business Response
Date: 12/29/2023
Hello,
We apologize for the challenges the customer has faced with the recall notice and the subsequent repair process. The safety and satisfaction of our customers will always be of utmost importance to us.
We do want to clarify that at no point did ZLINE acknowledge that the repair was ineffective (it has been tested and certified as safe by the **** and continues to be the same repair we perform on units that are still in our possession), but we've found that less than 1% of repairs were incorrectly performed in the field. To ensure the safety and peace of mind of our customers, we've offered additional options, including free carbon monoxide detectors, free inspections, and free replacements or returns, as a precautionary measure. We also want to clarify that while the oven was awaiting a resolution, our investigation confirmed the gas cooktop as safe to use during this interim period.Regarding the delays in communication and resolution, please accept our sincerest apologies. Our current team, while dedicated, is facing an unexpectedly high volume of inquiries, resulting in communication and resolution delays. We are diligently working to address this backlog and improve response times to better serve our customers.
Regarding the refund, the offered amount initially was based on our policy and the options available at the time. However, we have further reviewed the case and reached out to the customer to offer additional options on case # ********. We kindly request the customer to respond with their preferred resolution in order to proceed.
Thank you,
ZLINE Kitchen and Bath
Initial Complaint
Date:12/28/2023
Type: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 RG30 gas oven / stove in January 2022. I received a notice last year that the unit was emitting carbon monoxide and a repair guy replaced a tiny valve. In November, I received another notice that the fix wasn't really fixing the issue. That carbon monoxide is likely emitting from the unit and to stop using it. I'd like a refund.Business Response
Date: 12/28/2023
Hello,
We apologize for the issue the customer has experienced with their range. We have updated their recall inspection submission to instead reflect a return for a refund, and we have reached out directly on their existing case #******** to request the necessary information to proceed with this resolution.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 12/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:12/28/2023
Type: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 are still in the midst of this terrible zline co2 recall. Zline offered a replacement but you have to disconnect on your own. Now they are emailing saying they cannot give the “free installation “ because there is no one available in our area and they will give a $200 Visa card to find someone. We live in NJ. Its costs about $250 just to have a tech walk in your door. This is unfair. I have had issues with my oven and the co2 detector going off in the past and emailed them about it. Their answer was my co2 detector was too close. Have been without an oven for almost a year soon. I am asking for the full refund for what we paid at Lowe’s and get this dangerous oven out of our house. I am getting the run around.Business Response
Date: 12/29/2023
Hello,
We understand and apologize for the inconvenience the customer has experienced during this process. At this time, we have reached out on case #00647056 to offer the options of full reimbursement for installation services rendered should they opt for an exchange, as well as having provided them with the details on the refund option. We kindly request that the customer responds to the open case to select and proceed with either resolution.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/02/2024
Complaint: ********
I am rejecting this response because they are offering a prorated refund for a return of the oven which is not acceptable. We are asking for a full refund of purchase. The oven has not been able to be used for ten months and we would like this dangerous life threatening item to be removed from our home. A full refund of the receipt of purchase from Lowe’s will conclude this issue. The receipt of purchase has been submitted to zline already. the amount is a little more than what they offered.
Thank you.
Sincerely,
*** *****Business Response
Date: 01/12/2024
Hello,
We have been able to agree upon a refund amount with the customer, and the return is currently in progress.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 01/15/2024
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:12/21/2023
Type: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 Z-line 36 in professional 4.6 c.u. dual fuel range in OCT 2019. The oven has broken repeatedly over the last 4 years. I have had to replace the heating element 3 times. The last time a repairman said it was an electrical hazard to my house.Business Response
Date: 12/22/2023
Hello,
We understand the frustration this issue has caused the customer and extend our apologies. We are responding to the customer on case #******** to discuss resolution options.
Thank you,
ZLINE Kitchen and Bath
Customer Answer
Date: 12/28/2023
Complaint: 21042434
I am rejecting this response because: I am awaiting to hear if they will also cover the cost of delivery, installation and the removal of the faulty product. I have not heard back from them.
Sincerely,
*******************************Business Response
Date: 12/29/2023
Hello,
We have reached out to the customer with details regarding the exchange and to request more information for the in-home swap.
Thank you,
ZLINE Kitchen and Bath
Initial Complaint
Date:12/17/2023
Type: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.
Z-*********** range hood glass exploded on flare up causing controlled fire.Business Response
Date: 12/19/2023
Hello,
We have reached out to the customer in response to their previous ******************** complaint ID ********. We ask that they respond to our email on case 00645386 sent on December 5th in order to work together on a resolution.
Thank you,
ZLINE Kitchen and Bath
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