ComplaintsforU-Line Refrigeration, Ice Making & Wine Preservation Products

• Initial Complaint

  03/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  9/30/2021 ORDER, AND PAID ABT ELECTRONICS IN FULL, FOR U-Line Outdoor Convertible Freezer (UOFZ124SS01A) WITH 3 MONTH DELIVERY ETA 2/02/2022 NO STATUS WHASTOEVER UNTIL THEN; WHEN ASKED, DELIVERY ETA PROMISED TO BE IN MAY 2022 7/17/2022 NO STATUS UPDATE WHATSOEVER, SO FOLLOWED UP AGAIN TO ASK ETA 7/23/2022 NOTIFIED BY ABT THAT U-LINE DISCONTINUED MODEL ORDERED AND THAT I HAVE TO PAY ADDITIONAL $913.75 FOR UPDATED MODEL (UOFZ124SS01B - SAME EXACT PRODUCT)!!FALL/WINTER SEASON OUTDOOR APPLIANCE NOT USED 8/05/2022 FREEZER FINALLY DELIVERED TO MY HOME, NEARLY A FULL YEAR AFTER ORDER PLACED AND UPCHARGE!JUNE 2023 FINALLY PLUGGED IN FREEZER TO USE FOR THE VERY FIRST TIME 6/25/2023 FREEZER MALFUNCTION REPORTED TO U-LINE CUSTOMER SERVICE 9/14/2023 AFTER *MONTHS NO/VERY SLOW RESPONSE, SERVICE FINALLY ASSIGNED TO FIX IT GUY BOSTON9/14/2023 10/10/2023 NUMEROUS BACK AND FORTHS WITH FIX IT ********** AS THEY WORKED OUT SERVICE CONTRACT WITH U-LINE UNTIL THEY FINALLY SUGGESTED I ASK TO BE REASSIGNED TO A DIFFERENT SERVICE PROVIDER 10/10/2023 10/24/2024 NUMEROUS ATTEMPTS TO CONTACT U-LINE CUSTOMER SERVICE WITH NO RESPONSE WHATSOEVER 10/24/2023 FINALLY REASSIGNED TO ************************ SERVICE LLC AFTER I MYSELF CALLED NUMEROUS LOCAL SERVICE PROVIDERS 11/06/20023 ************************ SERVICE LLC VISITS MY HOME AND DETERMINES EVAPORATOR FAN NEEDS TO BE REPLACED 11/29/2023 ************************ SERVICE LLC RETURNS TO MY HOME AND REPLACES EVAPORATOR FAN FALL/WINTER SEASON OUTDOOR APPLIANCE NOT USED 3/16/2024 GO OUTSIDE AND SEE THAT SAME EXACT ISSUE IS PRESENT WITH FREEZER. PROBLEM WAS NOT FIXED!3/18/2024 CONTACT U-LINE CUSTOMER SERVICE VIA ************* REPORTING SAME PROBLEM 3/19/2024 FOLLOW-UP WITH U-LINE AND CUSTOMER SERVICE REP ****** UNIT IS OUT OF WARRANTY!!

  Business response

  03/21/2024

  We received complaint 21455751.We have reached out to customer and verified there was an error with the customer registration and customer is in warranty. We have set a servicer up to fix the unit and the parts will be covered under warranty. I greatly appreciate your patience with this matter.

  Customer response

  03/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 can confirm that the above information is correct.  Last Thursday, 3/21/2024, I did finally received a call back from *************************, U-************** Service Supervisor. She confirmed that she was able to correct/update the warranty information in their system, making the warranty valid for two (2) years as originally promised, starting from the install date of 8/3/2022 (see attached email she sent me as warranty confirmation). She also confirmed to me during our conversation that, contrary to what their customer service representative had conveyed to me, given that the freezer malfunction was reported within the 1^st year of installation date, and that the malfunction issue still wasnt resolved, that it was immaterial if the warranty was still in effect now or not, as they were still responsible to repair and/or replace the unit per the warranty (makes complete sense this to be the case).

   

  As a next step, she stated she would reassign the case to the same service technician (************************ Service LLC) who had attempted repairing it back in November 2023. And that they would attempt to repair it one more time, and then subsequently if the technician deems the unit to NOT be repairable, that U-Line would replace my freezer appliance with a new one. As you can see in second email thread (attached), I had emailed April, this afternoon, stating the service technician was back here this morning to re-diagnose the outdoor convertible freezer (Model UOFZ124-SS01B) and determined that it is NOT repairable, due to the large separation between the exterior steel frame and the interior white portion of the freezer; and for this reason, the appliance is unable to maintain its needed interior temperature. And that he had taken pictures/measurements and advised me hed be sending U-Line a detailed report of his assessment. April thankfully quickly responded back stating: I am out today but will collect the tech reports and get those in for exchange

   

  In summary, it looks like this is moving in the right direction and that they should be exchanging my appliance, hopefully soon, with a new one.  I just didnt want to click on ACCEPT BUSINESS RESPONSE nor REJECT BUSINESS RESPONSE quite yet, until it is fully resolved, as accepting it at this point would preemptively close out the case.

   

  Thank you for your great support of this complaint!

   

  Kind regards,

  *****

  
  
  Regards,
  
  *************************
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased ULine undercabinet icemaker after the first one failed after 18 years with zero issues. I waited several months after purchase to receive the unit since it was in the middle of Covid at the end of 2020.The second unit started having paint chips showing up in the ice after 2 years (during Covid). I contacted ULine and they said they would get back to me, but never did.After several months I called again and they then said the unit was out of warranty.I said please look into this since my last ULine never had paint chips or debris in the ice and I was sure it was a manufacturer defect within the ice tray. They said they would look into it again.After several more months I contacted them, and they refused to provide any support or suggestions. I have since seen many similar complaints of paint flakes showing up in the ice tray, eventually causing the unit to sieze up, which is exactly what mine is now doing.I am a licensed contractor and forensic expert and understand how products work and function and am positive that there could be no other explanation except a defect in the coating process from original fabrication. I will be filing complaints with *****, where I purchased the unit as well as with the ************************** as this is a health hazard.

  Business response

  02/20/2024

  Dear ******,

  We have received a copy of you file ******** regarding ************.

  ************** product was out of warranty on 4/25/2021. In efforts to show our willingness to work with ************ we have offered him a new ice maker, which he has accepted. The Ice maker is on order and will be shipped in the next day.

  Thank you

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

   

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a u-line ice maker and installed it in December 2022. In October 2023 the unit stopped working entirely and we notified the manufacturer who had a 2-year warranty on the unit. Since October 2023 we have had multiple contact people at the manfacturer (U-line Corp or Marvel Refrigeration, depending on the representative). We have also had two different local servicers provided by the company. Both were minimally responsive, but one was eventually able to come out and diagnosed the unit as needing an entire rebuild inside and recommended the unit was likely to break down in the future due to the degree of rebuild necessary. I contacted the company to discuss and they never responded. After calling again I received a new representative who was responsive initially, then stopped responding also. Effectively we have purchased a "luxury" kitchen appliance which lasted for 10 months and stopped working altogether, the company won't respond, won't correct the problem and won't honor their own warranty. I simply want them to correct this situation and replace the defective unit.

  Business response

  02/14/2024

  Dear **************,

  We have received a copy of your File ******** regarding ****************. In an effort to show our willingness to work with **************** my **************** Team lead has reached out to him and has offered a replacement unit, *************** has accepted this offer.

  Thank you,

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

  Director of ****************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see details of issue included in the attached word document.

  Business response

  02/07/2024

  Hello,

  We apologize for the issues you have had with the unit. I have reviewed your information, and we will be processing an *** for you. You should have already received a phone call from our **************** Lead informing you of this. After the *** is processed you will be contacted by our *** specialist to get your unit exchanged. 

  Thank you

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

  Director of ****************

   

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/1/2023 I purchased a Uline Refrigerator. It was installed 3 weeks later, upon completion of our home remodel. In mid-October the refrigerator started making a banging noise a couple of times a day. I reached out to Uline, registered my product, and they arranged for ***** Refrigeration to come and look at it. ***** took several weeks to come out, now it was mid-November. They spent an hour fixing it, told me to record the noise and reach back out if it recurred. By mid-December I had the recording, reached out and tried for several weeks to get them to come back out. When I couldn't get them to respond, I reached back out to Uline. The refrigerator is now making another noise, in addition to the large bang which is now happening as many as 8 times a day. Uline contacted ***** who indicated they have gone out of business. They got another company, ******* Refrigerator, not even located in *******, to service my refrigerator but they haven't returned a call or reached out to schedule it either. In the meantime. I have left many, many messages and emails for *************************, **************** Lead, to try and get a replacement refrigerator as the delays on the part of ULine and their service partners have clearly led to a worsening of the issue with my brand new refrigerator and I do not think repair should be considered at this point since I now have two issues, both recorded on audio tape, that indicates the delays have led to other issues developing in my refrigerator. ****************** has not returned my calls and my attempts to have a more senior leader at ULine review my case and authorize a repair have fallen on deaf ears with the customer service representative, *************************, that I have been in contact with. This refrigerator is under warranty. I have spent literally hundreds of hours trying to get this resolved. At this point, I believe Uline is demonstrating a breach of contract with the warranty and want the BBB and other customers to be aware of this.

  Business response

  01/11/2024

  ****** B,

  We apologize for this inconvenience. I have reviewed the situation and to resolve this issue we will be sending a replacement unit; our RMA specialist will be reaching out to you shortly with this information. 

  Thank you,

  **********************;

  Customer response

  01/11/2024

  
  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 like to make leaders at Uline aware that their system for resolution is quite flawed. Employees are reluctant to escalate, refuse to discuss situations on the phone and are not empowered to make things right for customers. As the consumer, I did everything right to fulfill my responsibilities-I registered my product, I notified Uline of the issue and allowed their designated 3rd party company into my home. Even with all that it took over 100 hours of my time-phone calls, emails, sending recordings of the issue and ultimately a BBB complaint before I could get anyone at Uline to care enough to appropriately resolve this issue. That is just wrong. Shameful and wrong. In an era of wanting to support American manufacturing, this kind of experience makes me feel like Ive misplaced my loyalty in American-made. 
  I am available to discuss in more detail should anyone care enough to hear it. My phone number is **************. 
  Sincerely, 
  *****************************

  
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recently purchased a U-Line Fridge/Freezer from a Scratch and Dent store. (UHRI124-SS01A - ************) It was Brand New unit that the customer backed out of so received at a deeply discounted price. Registered it the Day After purchase (DOP 12/17/23) And at that time was informed by U-Line that there is No Warranty due to the Cosmetic As-Is tag on the unit. Stated because of what I Paid for it and that it says As-Is they will not cover ANYTHING UNDER WARRANTY. Store I purchased it from Disagrees and stated unit would Have COMPLETE MANUFACTURER WARRANTY AS IT IS A BRAND NEW UNIT. Again unit purchased from Scratch and Dent section were they stated As-Is was only related to Cosmetic aspects of the unit. Not the mechanical or electronic components, or warranty status.

  Customer response

  01/19/2024

  Included is the ********* center tag, the only thing outside of Manufacturer placed labels on the machine. Also included are email responses from the Sales Manager and ******** Service agent from the company I purchased it. Again confirming the Full Manufacturer Warranty status of the unit, even saying they would help push back against the Manufacturer to honor their Warranty.

  Business response

  01/23/2024

  Good afternoon,

  As a good faith effort, we are willing to refund you your purchase price of ******. This unit was in-fact sold as and does not have a manufacture warranty as marked on the sales receipt.

   

  Thank you,

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

  Customer response

  01/24/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, (and while I find the offer offensive and ridiculous that I have to pay full price for this Manufacturer to honor their warranty) my Wife finds that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My U-Line ice maker ice cubes are showing up with paint chips from the ice maker. Unless you want to inspect every ice cube made, we unfortunately WILL eat paint chips that come from the ice maker. I contacted ULINE and their attitude is TOO BAD, SO SAD, and is not even willing to replace the ice maker with something safer. Additionally, U-LINE, the manufacture offers a 1 yr warranty, but if you don't buy it from ULINE then you only get a 90 day warranty. This item is much more expensive than other ice makers, but sometimes you have no choice. Well I was not aware of the "only" 90 day warranty, and I went ahead and bit the bullet and bought this overpriced item. And, as you might have expected, it stopped working after 8 months so I am out the $315 I paid for this.The paint on the cups that make the ice cubes peals off and sticks to the ice cubes. This could be a toxic issue!!!, but they don't care.

  Business response

  12/08/2023

  Dear Mai,

  There is no serial number included in the file, so we are unable to verify if ****************** has purchased or registered a product with us. Please provide us with the products serial number and purchase date.  Please provide information so that I can further assist you.

  Thank you,

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

  Customer response

  12/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Another person from U-Line asked, and received the model and serial number from me, yet still told me: to bad, so sorry. I did hear back from another person from U-Line that told me "I sent the request to have the icemaker assembly shipped to you. I will send you the order number once it is confirmed. I will have this to you no later than Monday morning.
  
  Thank you again for your patience and understanding in this matter. You will hear from me shortly. HAVE A GREAT WEEKEND!! ??"

  So we shall see. It's Sunday, before the Monday arrival of the replacement, and I have not received a tracking number, but I will give this nice lady the benefit of the doubt, since it is the weekend, and see what happens tomorrow.
  
  Regards,
  
  *****************************

• Initial Complaint

  12/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a u-line ice maker. It had numerous problems from the beginning to the point where Ro Appliance (the repair company) recommended we just replace it. We did, and eventually had numerous issues with the second ice maker. The company is only offering a very small discount and ideally we would receive a free or highly discounted unit (considering this would be the 3rd ice maker). Each ice maker is thousands of dollars. It seems we received defective units or were not guided properly in the beginning and recommended a filter when the units were first purchased.

  Business response

  12/11/2023

  Good afternoon,

  This unit out of warranty in good faith we offered this customer a 50% parts discount code, the discount code has not been used.

  The last contact we had customer, was that the customer was going to fix the unit and use the discount code for parts. The discount code is still valid, and the customer can still use this code to buy discounted parts.

   

  Thank you,

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

   

   

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Icemaker makes a big block of ice in the tray. Unit is under warranty.After seven calls to U-Line for the repair, U-Line provided two servicers in my area but they declined to do the repair.Said they would send me parts to repair the unit but failed to do so.I asked for a replacement unit and I will send the old one back.Please send a replacement, so my six kids will have ice. We have been without ice for months waiting on a resolution.

  Business response

  11/03/2023

  We will be contacting and finding out what he would like a new Unit or if he would like refund today. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a new U-Line refrigerator just 18 months ago and it totally died. If a refrigerator was any good at all it should last years, not months. The refrigerator came with a 2-year warranty though so I thought I would get it repaired or replaced. Even though I provided U-Line with proof of purchase, the company would not honor the warranty. They said that I failed to register it properly. U-Line knows the refrigerator was bad, they know the purchase was made less than 2 years ago, and yet they wont honor their warranty.

  Business response

  10/31/2023

  Dear Mai

  We have received a copy of your File complaint 20802050.

  There is no serial number included in the file, so we are unable to verify if ************** has purchased or registered a product with us. In any event ************** claims he purchased a refrigerator just 18 months ago. If that were the case his warranty expired at 12 months. His product is now 6 months out of warranty.  ************** claims he believed he had a two-year warranty but in ordered to get the 2-year warranty the customer needs to register the unit within 60 days of purchase. If the unit is not registered in 60 days, the unit comes with the standard 1-year warranty. In an effort to show our willingness to work with ************** our customer service team can reach out to him and inform him of servicers who can come to his home and diagnose the unit.  To further our willingness to work with ************** we would provide a discount on parts the servicer recommends.

  Thank you,

  **********************;

  Customer response

  10/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company is really good at promoting a 2-year warranty. See the photo of the sticker attached to the refrigerator. All you see is 2 Year Warranty. Then in very very small print it says 1 year + 1 with registration. Now they say they did not receive my registration within the first 6 months of purchase so they will not honor the warranty. OK I guess they got me with the small print. I can't prove when and if it was registered. I have 3 U-Line refrigerators and this is the first one that failed in such a short period of time. There is no question something is defective in the unit. If all they are willing to offer is to send someone over to fix it at a discount, then what choice do I have. I am not happy because I think it is sneaky how they hide the 2nd year of warranty, but what can I do? I will take what they offer.
  
  Regards,
  
  *****************

  Business response

  11/01/2023

  Mai,

  We have received a copy of the complaint and understand you are not satisfied with what we are willing to offer above our warranty. 

  If ************* can provide his serial number, we can verify when ************** registered the unit. We do have a detailed audit trail tracking of when every unit is registered. The records that I show for ************** he purchased unit in question on 3/26/2022 and did not register unit until 9/26/2023.  This is well over the 60-days from purchase. But I need to confirm ****************** serial number because he wrote he has 3 U-Line units.

  The warranty states 1 year + 1 year with registration. (image provided) The warranty outlines the unit must be registered within 60 days of purchase. (image provided).

  In an effort to show our willingness to work with ************** our customer service team can reach out to him and inform him of servicers who can come to his home and diagnose the unit (at ************** Cost).  To further our willingness to work with ************** we would provide a 50% discount on parts the servicer recommends.

  Thank you,

  **********************;

   

   

  Customer response

  11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  The serial number of the unit is *************
  
  Regards,
  
  *****************

  Business response

  11/02/2023

  ***,
  We have received a copy of the complaint and understand you are not satisfied with what we are willing to offer above our warranty. 

  Confirmed the unit was registered 9/25/2023 and purchases 3/26/2022.Attached image of proof of registration.

  In an effort to show our willingness to work with ************** our customer service team can reach out to him and inform him of servicers who can come to his home and diagnose the unit (at ************** Cost).  To further our willingness to work with ************** we would provide a 60% discount on parts the servicer recommends. Our warranty is clear, and we are willing to go above our warranty to help ************** to help resolve the issue.

   

  Thank you,

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

   

   

  Customer response

  11/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The registration you sent was done by one of your employees, not me. She said she couldn't find my registration so she entered it in the system.
  
  Regards,
  
  *****************

*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. ↩