Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a range hood from Proline in June 2024 at a sale price on line using a credit card. The next day I cancelled my order when I received an email stating that the hood was out of stock and they wanted me to buy a more expensive alternative. I assumed that would be the end of this. I ordered an exhaust fan elsewhere and had it installed in July.On August 23rd a large, heavy box arrived on my front porch. I immediately called the company to ask that they pick it up as I cancelled the order back in June. I was told that I had to take the hood out of the box, take photos of all 6 sides and send them to the company before they would send me a shipping label to return the hood. I explained that I was unable to lift it out of the box to take the photos. Additionally, I did not want to damage the hood in the process. I explained to the employee that I would return the hood and they could let me know if there was any damage. I had the hood delivered to a *** store in *******, ******** on August ******* and paid $155.28 to have it returned. It arrived on 8/29/2024 at Proline. I called again because nobody had let me know it had arrived. Nobody would confirm that they found it at all, let alone if there was damage. Because I could not get a response, I called my credit card company which reimbursed me for the cost of the hood.Near the end of October, I had a phone conversation with an employee named ******** regarding reimbursement for shipping. She said that she needed to have a conversation with the owner and would get back to me. I sent the *** tracking number and cost in an email. She has never responded. Today is January ******* and I can not even reach ******** by phone. She is always ************** all my life, I have never had to pay for something I did not want or have a follow up with employees. I would never recommend Proline to anybody and honestly wonder how this sham operation is still in business. Please consider red flagging this company.

  Business response

  01/30/2025

  Dear *********,
  I hope this message finds you well. I want to first and foremost sincerely apologize for the confusion and frustration youve experienced. I understand how stressful it must be to feel like you're not getting the attention you deserve, and I want to assure you that this is not the experience we aim to provide.
  It seems that your case was inadvertently marked as closed, which led to the unfortunate oversight in communication. This was entirely my fault, and I take full responsibility. Please accept my deepest apologies for the delay and lack of follow-up on my part.
  I also wanted to let you know that I attempted to reach you by phone on January 28, 2025, to inform you that I had processed your refund check. Unfortunately, I wasnt able to get through at that time.
  I want to confirm that Ive issued a check in the amount of $155.28, which is the shipping cost you incurred for returning the range hood. The check is being mailed to your address, and you should expect to receive it by the end of next week.
  I know that this experience has been frustrating, and I deeply regret that it has taken this long to resolve. If you have any further questions or concerns, please don't hesitate to reach out. I am here to assist in any way I can.
  Thank you for your patience, and again, my sincere apologies for the inconvenience.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order ********* on 10/12/21 for $ 759.99. In September of this year I advised PROLINE the range hood completely broke. I s/w Omar who provided replacement parts on two occasions per warranty. Replacement parts did not fix issue. I s/w manager Jacinda several times via email and phone to advise hood was defective and request replacement at no charge. She refused to replace or offer repair. An appliance repair company came to evaluate repair at my expense and advised hood is not repairable. Final emails sent to her was not returned. I am extremely disappointed in this purchase and this company, Proline. I request the help of the BBB to intervene on my behalf to get a replacement hood.

  Business response

  01/15/2025

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to respond to John Woods' complaint regarding Order #*********.
  After thoroughly reviewing the case, including all communications and call logs, we’d like to clarify several points in our response:
  Replacement Parts Provided:
  In accordance with our warranty policy, Proline offered a solution by providing two replacement parts to address the customer’s concerns: a touch panel and a circuit board. Both parts were sent at no cost to the customer, and we made every effort to assist with the repair. Unfortunately, these parts did not resolve the issue as expected, but we acted promptly in providing the replacements.
  Customer’s Refusal to Provide Additional Information:
  In our communications with the customer, we requested additional details to help us further assess the situation and find a suitable resolution. Specifically, we asked for photos and more information to better understand the scope of the issue. Unfortunately, the customer declined to provide these requested details, which made it difficult to proceed with an appropriate solution.
  Repair and Replacement Offerings:
  We understand the customer’s frustration with the hood’s performance. However, as an online-only business, Proline does not have contracted technicians available for in-home repair services. While we do not have the capacity to offer on-site repairs, we are always committed to providing replacement parts as per our warranty agreement. We have not refused to repair the unit; rather, we have worked within our capabilities to offer solutions, including sending the replacement parts.
  Appliance Repair Company Evaluation:
  We appreciate the customer seeking an independent evaluation of the appliance. However, we were not given the opportunity to review or address the evaluation findings directly with the customer. We remain open to continuing the dialogue to resolve the matter and are willing to discuss alternative solutions, including assisting with the next steps, provided we receive the necessary details from the customer.
  We respectfully request that the customer reconsider providing the requested information, which includes photos of the ductwork and its installation, as well as the height at which the hood is mounted above the cooking surface. This information is crucial for us to better assess the situation and ensure the most accurate resolution.
  When we initially requested this information, the customer replied stating that the details were not necessary because his installer is a professional with over 25 years of experience. While we respect the expertise of professional installers, Proline has very specific installation requirements for our range hoods, particularly in regard to ducting. These requirements are essential to ensuring proper functionality and performance. Therefore, we requested these photos in order to verify that the installation met our standards. I have attempted to attach phone conversations and email threads in this complaint, but for some reason it is not allowing them, even though they fit within the parameters of your requirements.
  
  We hope this will provide a clearer picture of our efforts to resolve this issue.  You can also review our warranty policy by following the this link ****************  In short, once a hood has been installed we offer a 3 year warranty.  The first year of the warranty, we cover the cost of replacement parts and also the cost of labor for those parts to be installed by a professional.  Year 2-3 we just cover the cost of replacement parts.

  Customer response

  01/28/2025

   
  Complaint: 22778551
  
  I am rejecting this response because:
  
  the replacement parts  provided were defective and their delivery was delayed by months    The request for parts was initiated by me in September of 2024. It is now January 28 2025.    As my last email in December of 2024 to Proline was not returned, “Mike’s Home Appliance Repair Corporation” was hired and deemed the hood un-repairable based on defective replacement parts provided as well as certain unaccessible areas of the hood to even reach to attempt replacement.  I lost $800 on this purchase. Due to the unrepairable nature of the hood, I was forced to purchase  a new hood from a more reputable company which has since been installed.  The parts sent the other day are of no use to me since the hood was unrepairable and put to trash   
  

  As you can see from the myriad of complaints about Proline on the BBB site,  it is a terrible company with terrible products and terrible customer service  
  

  Proline did not fulfill their warranty due to the defective replacement parts provided which were delayed beyond a reasonable waiting period   This necessitated purchasing a new hood from a more reputable company.  I request a refund of purchase price due to failure to honor warranty in a timely fashion   

  Sincerely,
  
  John Woods

  Business response

  01/29/2025

  Dear John,
  Thank you for your continued communication and for sharing your thoughts. I fully understand your frustration with the situation, and I sincerely regret that your experience has not been satisfactory. I want to take the opportunity to clarify some important details about the efforts we’ve made to resolve this issue, as I believe there’s been some misunderstanding.
  Timeline, Delays, and Testing of Original Part
  I acknowledge the delays you experienced with the delivery of the replacement parts, and I’m truly sorry for the inconvenience this caused. We understand that timely service is critical, and this delay does not meet the standard we aim for. I also want to clarify that the original part we sent was fully tested and inspected prior to shipping to ensure it was in perfect working condition. Unfortunately, if that part did not repair the issue then that tells us that there is further diagnosis needed, which we attempted and we were not met with any cooperation. Once we were made aware of the issue, we attempted to fully diagnose the issue, and when we weren't able to do so we ended up shipping a complete set of new internal components, which included blowers, a wiring harness, circuit board, capacitors, and a touch panel. These components were thoroughly tested and would have effectively made your hood fully functional—essentially giving you a "brand new" hood, minus the outer shell.
  Replacement Parts and Installation
  We understand that the repair company you consulted deemed the hood un-repairable, however, a repair company is normally able to diagnose what part or parts are needed to bring the unit back into full service.  We won't know because we didn't receive the full diagnosis report and this is why we provided a whole set of brand new parts.  but I must note that the parts we sent were not installed. Instead, the parts were discarded, which means the opportunity to restore the hood to working condition was missed. We genuinely believe that if these parts had been installed, your hood would have been fully operational again.
  
  At this point, since the parts sent and the hood has been discarded, without giving us the opportunity to a properly diagnose or repair the issue based off of our warranty policy, there is nothing further we can do to assist you.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a proline range hood for $2000 last year. The control panel shorted out and now DOES NOT FUNCTION! I have requested either a replacement control panel or a replacement unit several times over the past 2 months. The company has responded that they "will not replace the unit and would replace the panel but DONT HAVE ANY IN STOCK". Yet they have units with control panels in stock and are offering deep sales prices to sell units but won't help fix one they've already sold. The reps have now become unresponsive. There is no ETA on fixing my defective product. This business is a total scam!They should lose their business license.

  Business response

  05/01/2024

  Customer *********************** ordered and received their range hood in January of 2023. Customer called in approximately one year after receiving their hood stating the control panel was not functioning properly. Proline assisted the customer in ordering a new control panel per our warranty, however this particular replacement part was out of stock at the time. We have just received this part from our maunfacturing facility and are in th eprocess of getting the customer their part. Tracking Number ******************

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Your Order #********* Placed on Aug 16, 2021, 7:58:46 AM Range Hood SKU: PLJW 129.30 739.00 3 year warranty (or longer) I have been working with this vendor for about 4 months looking to have a warranted part replaced my hood as it is is not operational and the vendor has rejected to replace the hood to make it operational. In a recent email they said they have a cargo container inbound at the end of may but do not have a list of items on that cargo container. This does not make sense to me as all items should be declared in customs. So they do not even know if I will have a part in May. I will be forced to replace the hood in order to make it operational and please note this is still under warranty.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought the 42" Proline PLJW 104 Wall Range Hood 304 Stainless Steel on 6/05/23 on their website. Received the hood and proceeded with install. Followed directions with ducting to exterior wall. Clearly states on the directions to vertically install ductwork a minimum of 18" before elbowed to the outside wall. Total vertical chimney including elbow and motor mount on hood vent is 46". The hood comes with two chimney covers each is 15.75" totaling 31.5". The hood vent needs a minimum of 46" for a chimney. The chimney covers they sent are 14.5" too short. I called and spoke to Jen about the issue and she told me they did not have the correct size when I bought them back in June but they NOW offer two 24" chimney covers (totaling 48") now for a total of $600.00. I then asked her if they could send them as a courtesy being they sent the wrong sizes and she flat out said no. She then told me in addition she will not even offer a discount to buy the correct ones. I am very upset spending the money I spent for the hood and it did not have the correct items. Thats not right hiding that from the consumer. If I would of known this I would of never even bought it in the first place. I would like the correct items shipped to me. Two 24" 304 ss chimney covers. The two 15.75" chimney covers they sent are too short

  Business response

  11/08/2023

  Customer has been working with us since July regarding their chimney extensions. The model they ordered only comes with (2) 15.75" telescoping chimney extensions, we do not offer anything longer. The customer was provided with advise/options on how to resolve this matter themselves since we do not offer a longer extensions for this model that would cover the distance they need. Customer was okay with this resolution as of 07/17/2023. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Range hood was purchased approximately 1 year ago and installed by the ** rebuilding our house. Upon inspection the range hood was missing the required baffle filters. Contacted proline in August of 2022 and was told the filters would be shipped out within a few weeks. Have contacted Proline periodically every few months to follow up and am told the same thing every time. It has been over 9 months that we are unable to cook in our kitchen due to the risk of causing damage to the range hood because of the lack of filters. Proline has not attempted to resolve the issue by either offering refund or by sending the required parts to us

  Business response

  06/19/2023

  The customers baffle filters have been on back order with the factory. Upon checking it looks like we finally have them on the way so we should be able to send them to the customer soon. ********************** will reach out to the customer for confirmation. 

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Proline insert for my custom hood (Model: PLFL CL 3416D).The company makes deceptive, false claims on their website and their customer service personnel lie about their products.The product I purchased is unusable if you intend to be in the same room. It is so loud you can hear it outside the house. Their website boasts "runs at a maximum noise level of 4-5 *****, or the volume of a quiet conversation, meaning that it is extremely quiet" right on their website - it's an absolute lie. After speaking with a Proline rep they convinced me that this would be a good liner. I was concerned about the low price, but the rep assured me that it was a promotional price, and they wanted to get reviews on the product. Stand next to a jet engine during takeoff...that is how loud it is. If you intend to have a conversation in the same room, be prepared to yell at each other and even then you might not be heard. When I contacted Proline and asked for help with a solution to the problem their attitude was "too bad, you bought it, it's your problem". Proline told me it was my fault and that it was installed incorrectly and probably had blockage.The liner was professionally installed by my license general contractor. there is no blockage. The liner is just unusably loud. The inspector for our remodel failed our inspection because of the Proliine insert. There are mounting holes in the fan cages that blow air back down into the cooking area. I had to use duct tape to block the holes.The company does not stand by their product and they practice deceptive tactics on their website and with their customer service department. They blame the customer for their shoddy product.

  Business response

  05/16/2023

  Customer has one of our new ********************** hood inserts, the customer has let us know that their hood is not ducted to our specifications and is refusing to answer our questions to figure out what else might be going on. The customer is complaining that their hood is very loud in their application, our hoods are tested in very specific conditions to get the listed noise level. Things like materials used, ducting and application location all play a factor to the noise level. Since this customer is not ducting properly and not answering their questions we are not able to assist them in resolving the issue. 

• Initial Complaint

  01/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  -I purchased my range hood brand new from the company in April 2022. It was installed in August 2022 due to construction delays.-Since installation, my range hood buttons and light will not work. It turns itself on and off intermittently, causing me to have to kill the power to the breaker for my hood and stove in order to get it to turn off sometimes -I contacted the company as it is still under warranty. They are supposed to be sending me parts as of November 2, 2022 and initially said they would ship it "tomorrow." -It turns out those parts are on back order so they are unable to fulfill them and do not have an estimated date that they will be shipped to me. -Therefore, I still have a non-working item and don't know when it will be fixed! It is not my fault that they have inventory shortages that they cannot fulfill existing customers but they can continue to sell new items???

  Business response

  01/06/2023

  We have reached out to the customer to let them know that we have received their part back in stock and have shipped it out to them. 

• Initial Complaint

  12/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wish I had read the reviews before purchasing. I recommend not purchasing from this company direct as they do not support the customer. They use a very similar part number for hoods that have different hanging styles. Our hood was incorrect for the installation. I asked them to arrange for freight so I could exchange it. They refused. A business gets a discount from freight companies, consumers do not. The simple solution is for their shipping department to arrange the pickup. They will not do this. The unit cost $1600 and it will cost me $1500 to ship back. We know they did not spend $1500 shipping to me. There is no customer support from this company. Buy local, do not trust the website.

  Business response

  12/13/2022

  Customer ****** ***** contacted us after having their hood for 16 days and informed us they had ordered the incorrect item. We have sent them our return policy and instructions, the customer is not pleased with the policy and does not want to comply with the steps needed to return this order. We are not able to make an exception for this shipment due to this being a freight item that was not charged shipping in the first place. We have made an exception and told the customer we are willing to waive their 20% restock fee but cannot set up or schedule a FedEx pickup. We are not able to allow customers the ability to use out FedEx account to schedule a pick up or schedule a pick up for them to pay per our contract. Here is a link to our return policy for reference. 

   

   

  https://www.prolinerangehoods.com/shipping-and-returns

  Customer response

  12/13/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  It is a simple process for your shipping department to arrange a pickup for a return. Fed-ex needs for you to issue the bill of lading. You say you are waving the re-stock fee, but only if I purchase another unit from you. I'm willing to pay reasonable freight to return the item, but as a consumer the quotes are almost what I paid for the hood. You are not accommodating me, so that I would desire to purchase the replacement from you. You are not a customer centric company and you will find this won't serve you well in the future.
  
  Sincerely,
  ****** *****
  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Range hood on 9/29/2022 for $1,374.69. Once I received the product I follow the manufacture testing procedure and everything seems to be working. Except the chimney extension was wrong. I called customer support and they said they sent the wrong one but it should still work so I accepted it as it. Once my contractor mounted the hood it makes so much noise and I file a complaint but the customer support said it cannot be return once the hood is mounted. They said they will look into it but my contractor and I found the issue with the transition piece so I call back and the customer support said it was the wrong part so they sent me a new one. The next issue is the filter element wasn't fit correctly due to manufacture defect where the hold weren't align properly (see pictures front hole where middle one is off). I called and sent pictures as requested and waiting and waiting...finally, I called back and one of the customer rep said they are waiting to discuss with the owner for a discount since they cannot take the product back. A week later I called back and the solution I received was just bend the brackets? really? I said but the filter is too small to fit and I have to force it in (see pictures with lots of scratch mark on front hole where I have to force it in) and she said it will loosen up over time? really? So what kind of warranty is it? when the company is unwilling to replace a defective product? Their final words were "there is nothing else we can do for you". I have spent so much money on labor while waiting for their resolution and all I asked was for a working product. Either replacement hood or a refund 40% of the product cost to cover the expense I spent on getting the product install.

  Business response

  12/13/2022

  Customer **** *** contacted customer service shortly after receiving and installing their range hood. They were not satisfied with how the filters lay on the bottom of the hood. Due to the mounting position of the control panel the holes for the filter in the center are a little bit different than the holes for the left and right filters. This does not effect the effency or placement of the filters. The filters just need to be pushed or pulled into place so that all three lay flush with each other. **** was not satisfied with this answer, after looking into things a bit further we came to the conclusion all he would need to do is slightly bend the tabs keeping the filters in place so they sit the way he wants them to. **** was not satisfied with this solution and asked for replacement parts which are out of stock and would be exactly the same as what he currently has. 

  Customer response

  12/13/2022

   
  Complaint: ********
  
  I am rejecting this response because: it’s a flawed in the product and if they go back to the phone record they will hear that one of their support rep agreed that this is a defect and waiting to speak to the owner for a solution or a discount on the product and I said I just want a replacement.

  there were 2 problems with the filter:

  1. Alignment issue.  Solution from company is to bend the tab. I asked for a replacement hood and they should have told me this was how the product was designed rather than telling it was defective one day and then offered a solution to bend the tab and claiming this is what I want

  2. filter too big to fit.  You have to use force to push it in and use force to remove it.  Solution from the company is it will loosen up overtime.  This is the reason for requesting a new filters 
  
  Sincerely,
  **** ***
  

*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. ↩