Complaints

This profile includes complaints for ZLINE Kitchen and Bath, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ZLINE Kitchen and Bath, LLC

  350 Parr Cir Reno, NV 89512-1004

  
• 

  ZLINE Kitchen and Bath, LLC

  9650 Gateway Dr Ste 202 Reno, NV 89521-3962

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/21/2025

  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.

  ZLine induction stove Model RAIND 36 ordered from ****** of ************, ** on 9-3-2023 and delivered to my home on October 14, 2022. On Dec. 29, 2024, the front left burner stopped working, in the middle of boiling a pot of pasta.The general warranty was good for two years, but the burner went out two months after the delivery date. I did not have an extended warranty. Do I have a reasonable case under implied warranty? A stove is expected to work much longer than that. They first offered free replacement parts, but then said they can no longer supply them or give me the parts numbers. They are now offering me a 25% refund. Serial No. ******************** I want a working stove!

  

  Business Response

  Date: 01/22/2025

  Hello,

   

  We sincerely regret the inconvenience caused by the issue with the customer's front left burner.

  
  Unfortunately, the specific replacement parts required to address this issue are no longer available, and we deeply apologize for this limitation. In light of this, we have offered a 25% refund as the next best resolution under the current circumstances. While we understand this is not the ideal solution, this offer is in line with our efforts to address the situation fairly, given the warranty period has expired and parts cannot be sourced.

  
  If the customer accepts the 25% refund, we will promptly process the request.

   

  Thank you, 

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 01/23/2025

   
  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:12/19/2024

  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.

  Our Zline 36" range from 2022 was recalled due to gas leakage and potential carbon monoxide risks. They sent a tech to fix the issue, however, the fix did not resolve this. Then they sent a letter saying they would replace or refund the dangerous and defective appliance (I had to pay $357 to get this professionally installed). They delivered a new appliance in April 2024 and in November 2024 the oven completely stopped working in the middle of cooking Thanksgiving dinner. They applied the warranty of the original unit and refused to cover any repairs. They tried to diagnose the issue over a few pictures via email and sent a part for me to hire a technical on my own to fix it. I paid another $265 for someone to replace this part and my oven is still not working. In fact, the oven timer continues to turn on by itself, so I'm afraid that additional carbon monoxide is leaking into my house. The technician couldn't find any parts diagrams and could diagnose the real issue unless he took the entire oven apart (and charge more to diagnose) and said I should reach out to the manufacturer for resolution. I called and they said they would not send anyone to repair and they only thing they can do is try to diagnose it over email and send me a part. So I'm out of an oven for one month already, and have to keep waiting for them to guess what's wrong and keep hiring someone to come out and fix it. A brand new oven less than 8 months old is completely inoperable and they refuse to fix it or give me a refund. They should be ashamed of how they are operating and putting families health at risk. I will never buy a Zline product again and will make sure everyone I know understands how terrible this company is at manufacturing safe products and taking responsibility for fixing their terrible products for customers.

  

  Business Response

  Date: 12/26/2024

  Hello,

   

  We understand the customer's frustration and appreciate the opportunity to clarify the situation and address their concerns.

  
  Firstly, we would like to explain the warranty coverage for their unit. The replacement range provided in April 2024 under the recall falls under the remaining warranty coverage (none) of the original unit, which expired in 2022. While the recall addressed the safety issue related to potential carbon monoxide risks, it did not reset or extend the warranty period. This is standard practice for product recalls, as they address specific issues without modifying the original warranty terms.

  
  Regarding the issues the customer is currently experiencing, we want to assure them that we take the safety of our customers very seriously. Based on the details shared, the symptoms described, including the malfunctioning timer, do not indicate a carbon monoxide issue or any immediate health or safety risk. That said, we understand how concerning it is to have a non-operational oven, especially during critical times like the holidays.

  
  To help resolve this matter, we are willing to provide any necessary replacement parts as a courtesy. However, since the warranty has expired and this issue falls outside the scope of the recall, the customer will need to coordinate with their own technician for diagnosis and repairs. We will do our best to support offer support by providing diagrams or technical guidance to assist their technician.

   

  Thank you, 

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:11/17/2024

  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.

  I purchased a ZLINE RCBR-36 gas cooktop. I picked up this cooktop on Friday 11/15 and installed on Sat. 11/16. Let me explain that looks don't satisfy customers when on valve was broken with the stem in the k*** So install proceeded to see if that valve will leak and I can use cooktop until part or replacement is back in stock. After installation I check all connections and burners for gas leaks. 3 of the 6 burners leak 2 of them excessively. How in GODS name can you allow a product, A GAS PRODUCT NO LESS, leave your plant with valves that don't fully shut off. THANK GOD the appliance store I do business with has a great customer satisfaction history for 100+ yrs. Are you trying to kill people. Now I have no cooktop for the weekend. EVERYONE STAY AWAY FROM THIS COMPANY until they actually build reliable, dependable products that they themselves would install in their homes and know that their children will be safe from these POS. NEVER WILL I EVER CONSIDER ZLINE FOR ANY PRODUCT AGAIN. Whole day wasted because of ZLINE JUNK and another when my 36" GE Profile cooktop is ready for pickup. THANKS ZLINE all those lawsuits on your horizon I'm sure are warranted. Wake up before you kill someone or burn down their family treasures

  

  Business Response

  Date: 11/19/2024

  Hello,

   

  We deeply regret the inconvenience the customer has experienced with their cooktop and the frustration this has caused. We take product quality and safety very seriously, and this feedback is important to us.
  
  We want to assure the customer that we are more than happy to assist with an exchange of the product to resolve the issues they have encountered. However, we did not receive any prior notice of this issue until this complaint, which means we werent given an opportunity to assist or troubleshoot before this point. Please know that we are here to help and will do our best to address your concerns quickly and effectively.

  
  If you prefer a refund instead of an exchange, that would need to be facilitated through the original sales channel where the purchase was made. Refunds are processed by the retailer as they handle the financial transaction directly.

   

  Thank you, 

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22567168
  
  I am rejecting this response because:
  This cooktop should never have passed quality control do to multiple issues. 1st issue is the back right burner valve was broken, the k*** was just sitting on top of the valve, 2nd there was a dent in the back right corner, 3rd this cooktop has 6 burners which 3 of the burners were leaking gas because the valves that control those burners apparently wouldn't shut off. The action or should I say inaction of this companies quality control is going to get people hurt or even kill them. Natural gas leaks are deadly if not detected. I will never even consider buying a ZLINE product. As far as your excuse of not given a heads up on my end is irrelevant because this cooktop should never have seen the inside of a box. ZLINE has some good looking products but no matter how well you dress up a pig it's still a pig. In my case I was replacing a 30" cooktop with your 36" with the upgraded brass burners so how long do you expect a customer to go without a cooktop. I can't put a 30" cooktop in a newly widened 34 1/2" wide hole. Reading other complaints you have open complaints that carry on for months. SHAME ON ZLINE. NEVER AGAIN
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 11/20/2024

  Hello,

   

  We maintain strict quality control processes in our facilities to ensure our products meet the highest safety and quality standards. While human error, though rare, cannot be entirely eliminated, our failure rate remains below 1% for this product line. We are continually refining our products and processes to deliver the best possible experience to our customers.

  
  In the rare event of a product failure, we stand firmly behind the quality of our products. We are committed to providing customers with comprehensive resolutions, whether through service, repair, or replacement, to ensure their satisfaction and peace of mind. We encourage the customer to take advantage of the resources and support we are offering. Alternatively, if they prefer, they may close this case and pursue a return and refund through the original retailer.

   

  Thank you, 

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:10/18/2024

  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.

  New ZLINE 36" 28.9 cu. ft. Standard-Depth Refrigerator with Water Dispenser, Dual Ice Maker in Stainless Steel was purchased by the builder of our home in 2024. We moved into the home in June 2024 and noticed that the ice maker causes constant dripping from the dispenser to the point where it pools, then dripping down to the kitchen floor.Z-line was contact by phone multiple times to no avail. Then I began communicating via email on July 5, 2024. The ticket number they gave me via email for this issue is SO # *******-1. I have emailed them every 3-4 weeks since then and they have still not resolved the issue. It appears they are just delaying it until the warranty is no longer valid to avoid having to fix the issue. They should be downgraded in the BBB rating for the quality of their product but more so for their substandard customer service. Other customers should be aware so they can avoid buying from Z line. Sincerely, ****** *******

  

  Business Response

  Date: 10/21/2024

  Hello,

   

  We apologize for the issue the customer has experienced with their ********************** refrigerator. We do want to clarify that the reason for the delay in service- the replacement part needed for the repair has been on backorder. The customer was aware of the original backorder notification. We just received new stock within the last few weeks, which was sorted, inventoried, and shipped under tracking number ************ ****** We have every intention to resolve this issue for the customer as quickly as possible.

   

  Thank you, 

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22442343
  
  I am rejecting this response because:

  What a coincidence that when I finally filed a complaint with BBB and posted reviews on social media that the part magically appeared and was shipped. Id rather they just admit they messed up and are now in the process of rectifying it. Will see if I get the part and then send their repair person to fix it once the part arrives. Additionally, will see if that fixes the leak. I will be satisfied once the entire matter is resolved and the refrigerator is working like it should. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/23/2024

  Hello,

   

  While we are currently looking into the exact reason for the additional delay in the shipment of the part with the shipping team, the customer was aware of the initial estimated arrival date of 9/5/23. This date is only the arrival date to our warehouses, not the shipping date, and does not account for any potential delays in shipping (particularly given the delays at receiving ports due to strikes and trucking delays in southern states due to Hurricane ******) or the time it takes the warehouse to unload the parts- which we receive in bulk for multiple products- sort them, and inventory them, which all must be done before shipment to the customer can take place. We understand the customer is frustrated, but want to assure them that we are committed to providing a resolution in good faith. The part is estimated to deliver tomorrow, after which time the service can take place. 

   

  In the event that this repair does not resolve the issue, we will explore alternative resolutions with the customer.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:08/22/2024

  Type:Order 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 the zline dual fuel oven,gas range and hood from ****** in 1/11/22. The purchase price was appx 2400 dollars. I began correspondence with the company within hours of the arrival. It remained packaged for about 3 months due to delays in renovations. I called, emailed, sent pictures, spoke with ****** concierge too many times to count! They stalled by ignoring emails, claiming to not have received pictures, etc... I am furious with this "fly by night" company. Where do I begin... The advertised special Italian iron cooktop began rusting after one use. My children joke that the sound of the CO detector alarm means dinner is ready. They each have assigned doors to swing open and closed. Next, the caster racks are installed upside down, THERE IS NO DUAL FUEL, I am unable to bake as the back of all foods burn while the proximal side will be raw. It is impossible to open the door without the racks flying out and slamming into your hand or the door. This after leveling multiple times. 2 of the elements will not light, while the larger elements wont light without a large flash flame. Point of fact, It caught fire to the under counter paper towels, causing a total loss to a toaster, microwave and ice maker. The oven light button is stuck, the heat is emitted from the door, not the back, corrosion is also present on the legs of the stove. it looks like it belongs in a fraternity house. Living in an area where temps stay above 95, it can not be used. The hood is another disaster. It does not remove any heat or smell, it did not come with all parts necessary to install, It cost as much as the oven to install this device between the plumbing and required roof vent. The lights do not shine in the correct direction, it is impossible to clean, it scratches and there is an awkward indentation at the top almost like it is missing a finishing piece.My request, this purchase has consumed 10 percent of my homes value. I want to be made whole, financially.

  

  Business Response

  Date: 08/29/2024

  Hello,

   

  As this is the first time ZLINE has been made aware of any of the issues listed by the customer (we can only assume they have been dealing directly with the original retailer) and due to the nature of the claims, we are turning the case over to our insurance company for further handling. All future communication with the customer will be initiated by them. 

   

  Thank you, 

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:07/26/2024

  Type:Product 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.

  Per the Consumer ************************** Zline has had to recall ovens for hazardous and potentially fatal carbon monoxide emission. We purchased a 36-inch Zline in September 2019, which has given off a strong gas smell when we use the bake function. When we became aware of the recall, Zline sent a repair kit and had a technician come out to repair the oven in May 2024. After that supposed repair, the smell of gas was even worse, so again we contacted Zline. Nearly a month later, after numerous emails, Zline sent out a technician to test the oven. That technician confirmed the oven was leaking hazardous levels of carbon monoxide gas when in use. We would like a refund so that we can purchase a safe and functional oven (I would note that in addition to endangering a family with a young child for several years, Zline had also deprived us of the ability to have a functioning oven for months). Zline has offered a pro-rated refund (of how much they wont say) and is demanding that we provide the original purchase receipt. Our Lowes account does not contain records that go back as far as 2019, so we cannot do this. We have managed to dig up our credit card bill, showing a total spent of $2699.12. Zline will not accept this. They instead are proposing to refund us 50% of MSRP in September 2019 (a number they havent yet shared). Again, this does not seem to us to be an acceptable refund given that we will have to spend thousands of dollars to buy a safe and functioning oven (something Zline clearly cannot provide) and that we have been cooking with an appliance that put our health and lives at risk. Finally, Zline will not have their supposedly white glove service disconnect our gas stove but initially wanted us to do it! After pushback, they said they will reimburse us up to $250 when we arrange for and pay a technician ourselves. Why should we be left handling management and payment out of pocket for something they should be covering?

  

  Business Response

  Date: 07/29/2024

  Hello,
  
  We apologize for the issues the customer has experienced with their range. We do want to clarify a few things in their previous message- as ** is a colorless and odorless gas, anything smelled by the customer would indicate an issue aside from **. Our system does not have records of the customer previously reaching out to discuss the issue of the gas smell. However, we do acknowledge that the customer's recall inspection has failed per the service technician, warranting an alternative resolution. 
  
  As we understand the customer is unable to obtain a copy of their receipt or proof of purchase as requested to initiate the return and refund, we have offered a prorated refund as outlined in our agreement with the ***** With tax, this amount comes to $2,238.04. We have also offered the customer reimbursement for disconnection charges in addition to this refund amount as long as a paid invoice can be provided to us. Our white glove carriers are not authorized to perform the disconnection from gas and electricity as they do not hold the proper certifications to do so, which is the reason we have offered the reimbursement. 
  
  We look forward to the customer's response on our latest email sent this afternoon on case 00791042.
  
  Thank you,
  ZLINE Kitchen and Bath

  Customer Answer

  Date: 07/31/2024

   
  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.

  I would however like to note that though ** gas is colorless and odorless, it is released when there is a natural gas leak, and methanethiol is added to natural gas to give it a smell. Zline has been forced to recall these ovens due to hazardous emissions of *** and the fact that my oven was releasing natural gas and ** was confirmed by a technician Zline sent out.

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

• Initial Complaint

  Date:07/18/2024

  Type:Product 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 Z line cooktop (RA48 ) dual fuel range. From the very beginning this range had one or the other issue. Oven is the biggest recurring issue and needs repair every 2-3 months. Contacting Z line customer care requires holding on the phone entire day. Not only is the issue with large oven non functioning but I am concerned about the strange smell as well feeling sick on prolonged use. Although this unit is not listed on recall list but I need someone to come and fix the issue with the iven ( this is very well documented in Z line service records) as well as to make sure there is no issue with level of CO emission in this unit. Being a physician I sm considered exposure to this toxic gas and health hazard associated. I have sent emails but without any response. I am looking for a resolution. Thanks ***************************, MD . Cell # **********

  

  Business Response

  Date: 07/18/2024

  Hello,

   

  We apologize for the customer's experience thus far and for the difficulty experienced with getting in touch with our team. As of this morning, a manager has been in touch with the customer to agree upon a plan to ensure the issue is fully resolved. At this time, we are facilitating a service request for the range, and if this is unsuccessful, we will process an exchange. 

   

  Thank you,

  ZLINE Kitchen and Bath

• 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