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Description

This company markets and distributes a complete line of gas, charcoal, and electric grills, grill parts and accessories and outdoor fireplaces.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Char-Broil meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Char-Broil include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 62 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

62 complaints closed with BBB in last 3 years | 15 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 1
Delivery Issues 4
Guarantee/Warranty Issues 11
Problems with Product/Service 45
Total Closed Complaints 62

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Char-Broil
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: September 10, 1987 Business started: 01/01/1948 in GA Business started locally: 01/01/1948 Business incorporated: 01/01/1948 in GA
Type of Entity

Corporation

Business Management
Mr. Alan Shaw, President
Contact Information
Principal: Mr. Alan Shaw, President
Business Category

Manufacturers & Producers Barbecue Equipment & Supplies Fireplace Equipment - Retail Fireplaces Internet Shopping Product Sales - General

Products & Services

Char-Broil sells the following brand(s): Charbroil

Char-Broil offers the following product(s): BBQ Grills, Smokers & Fryers, Infrared Grills, Grill Parts & Accessories, Sauces & Rubs

Industry Tips
Online Purchases-Returning Merchandise Shopping Safely from Home Unordered Merchandise

Additional Locations

  • 1442 Belfast Ave

    Columbus, GA 31904

  • P.O. Box 1240

    Columbus, GA 31902

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Complaint Detail(s)

1/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my wife bought me this smoker for my birthday 1/1/1964 on new years day my wife invited friends over to celebrate my birthday watch football an eat some great food off this new awesome smoker she bought me! while trying to pit it together we ran into a snag trying to put the chimney on the top hole lined up but the bottom hole did not! it was new years day academy was closed so I could not take it back ,my only other option was to go buy a drill an bits an drill a new hole so two hours later an 60.00 more dollars I got a new hole put the screw an bolt in tightened it up an cooked a amazing diner on my new smoker .I took pictures of were the hole was supposed to be so i can forward you those as well. how do we make this right? this is the letter I sent to char-broil case #****** they called me an when I told them that I had to buy a drill an bits to fix it an I had it fixed they offered no compensation when it clearly states on the box the only thing needed for assembly is a screwdriver an pliers clearly false advertisement!

Desired Settlement: how about a credit of 60.00 good towards accessories for my smoker?

Business Response:

Hi, I am writing in reference to BBB Case-********- ******* ***** ******. We would like to express our sincere apologies for the problems Mr. ****** encountered during the assembly of his new grill.

We have reached out to Mr. ****** via email January 7, 2015 advising that we understood that he was not able to return the product to the retailer due to the holiday and if we were given the chance we would have replaced the smoke chamber lid at no cost where there would not have been the need for other tools for the assembly other than what was stated on the manual.  Since he purchased a drill and fixed the problem, to express our gratitude we have offered to send a grill cover, 18 lb. bag of hickory wood chunks and a18 lb.bag of mesquite wood chunks at no cost for his inconvenience. Mr. ****** has accepted our offer and confirmed the Ship to Address. Order ******* was placed for the mentioned items. These items are in stock, please allow 7 to 10 Days for delivery.

We are asking for this case to be closed.

Thank you,

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

Char-Broil, LLC.

12/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Char-Broil Hondo Jr. Smoker Model #10201598-05 and Serial #******** on 12/26/2010 at ******* ****** *** ******** in ******, TX. I registered the product on the Char-Broil website. Now less than 4 years later, the bottom smoke chamber is completely rusted through and the smoker is completely worthless in spite of the fact that I painstakingly maintained it. I contacted Char-Broil in October of 2014 by phone because the replacement part was shown on-line as being out of stock and found out that it was actually discontinued. I was directed to look on-line for a third party parts manufacturer for this part but was unable to find one anywhere.I then contacted, by letter dated October 22, 2014, Mr. **** ****** CEO of W.C. Bradley Company in Columbus GA which is, apparently, the holding company or affiliate company of Char-Broil. I never received a response from Mr. ******. I also posted a review of the product on the Char-Broil website last week and they neither posted my negative review nor did they contact me to help in any way.I feel this is pretty shabby treatment of a customer who likes the grill but it is made with inferior material. Char-Broil refuses to address my problem and, hopefully, might listen to the BBB.

Desired Settlement: I would like a replacement part or another grill.

Business Response:

Hi, I am writing in reference to BBB Case #********-****** * ****.  I am appointed by the CEO of Char-Broil to address the issues presented in the letter addressed to The Better Business Bureau. We would like to express our sincere apologies for the trouble Mr. **** experienced trying to obtain parts for his Hondo Jr. Smoker.  

Unfortunately, over time, parts for grills become obsolete that are beyond our control. We try to carry parts as long as we can as this is a vital part of our business.  We have researched other units to see if other smoke chambers will interchange and we were not successful.   

Reviewing the Owner’s Manual for model 1020158-05, the Limited 90 Day Manufacturer Warranty has expired.  Based on experience of product development and research, we have found several factors that may cause a breakdown in metals.  One of the most common factors was acid. Coals and ashes left inside the smoke chamber and firebox will allow moisture to collect and turn to acid. Acid will cause a break down in the metal causing rust through. Exterior surfaces can be cleaned, sanded lightly and repainted with high temperature grill paint. Other factors that can cause a breakdown are environmental conditions, grease fires and extreme high heat temperatures caused by using too much charcoal.  

We understand the present condition of your grill and it is beyond touch up.  We ‘re sorry we are not able to refund the purchase price of your grill that you purchased four years ago but we  truly value you as a Char-Broil customer. We would like to offer a 20% discount off any model from our website at www.charbroil.com that is not an exclusive product to The Home Depot or Lowe’s retailer. We will waive your shipping and handling fees as long as it is shipped within the 48 U.S. Continental States.  If you would like to take advantage of our offer, please contact me at 1-800-352-4111 Extension ****. My available hours next week will be Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time.  I will be out of the office starting December 19th, returning January 5th.

Thank you,

******* ****

Char-Broil, LLC.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

The 20% discount on a comparable grill/smoker and complimentary shipping offered by Char-Broil does not make me whole for an inferior product and the lack of a replacement part that they no longer keep in stock.   The smoker bottom is the  heart of the smoker/grill and without which the whole smoker/ grill I bought is useless in less than 4 years since ashes fall through large holes in the bottom and smoke escapes.  I took painstaking care of the smoker/grill according to the directions and also repainted it with heat resistant paint all to no avail. 

In short "Fool me once, shame on you but fool me twice, shame on me".   I recently received an e-mail from Char-Broil that they were offering a 25% off sale and they only offered me, in settlement of my claim, a 20% discount off a price for a comparable grill/smoker that has increased $30 is price since I bought mine. This  is insulting  and I refuse to throw good money after bad.  I, obviously, would not ever buy another Char-Broil product based on my experience described above.


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


9/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: MY MOTHER PASSAWAY NOT TO LONG AGO AND LEFT ME A CHAR-BROIL BBQ MODEL#=463268107.AND I HAVE FIND MANEY MISSING PARTS SINCE I HAVE BEEN WORKING ON IT.ONE MISSING PART WAS THE PRODUCT GUIDE.THEY SENT IT UNDER THE WARRANTY.BUT NOW THEY WILL NOT SEND A OTHER PART THAT IS NOT WORKING.IT'S THE ELECTRONIC IGNITION KIT#80008194.AND OTHER PART IS NOT WORKING IS ELECTRONIC IGNITION BUTTON #80004343.THE SUPERVISOR THAT I SPOKE TO WAS VERY VERY RUDE.

Desired Settlement: JUST SEND ME MY PARTS UNDER THE WARRANTY.OR HOW EVER IS THE BEST WAY.BUT I WILL NOT PAID FOR THOSES PARTS.

Business Response:

Dear Mrs. ****,

Hi, I am writing in reference to BBB Case # ********-***** *********.  We would like to express our sincere apologies for the problems Mr. ********* is having with his grill.

Mr. ********* had contacted our Corporate Office yesterday evening and we have not had the chance to contact him before we received his complaint through your organization this morning.  We have received conflicting information from Mr. *********.  The voice message we received on our Corporate Voice Mail Box states; “I purchased a model 463268107 and there have been a lot of problems with this” and he also states; “My mother left this grill to me some time ago and I’m not sure where she got it from.”

We will supply a copy of the Owner’s Manual to anyone requesting a copy because we want to make sure the product is being operated safely. We also make the manuals available on our website so they can be viewed and printed at the customer’s convenience. 

The unit Mr. ********* supplied as the model 463268107 was produced in 2007. Please find enclosed a copy of the Limited Warranty taken from manual that Mr. ********* requested to be shipped. Manufacturer’s warranty is to the original consumer-purchaser.  The duration of the Limited Warranty is for a period of one year. The warranty starts the day the grill was purchased from the retail store. We’re sorry the warranty does not transfer from the original purchaser.  Mr. ********* has confirmed that his mother was the original owner.

We’re sorry we are not able to grant warranty coverage for the grill.  However, as a courtesy will send a complete igniter kit item number 80008194 at no cost.  If Mr. ********* needs additional parts, they will have to be purchased. The igniter kit will not come with batteries.  Mr. ********* will need to install one AA Battery inside the Electronic Ignition Module.   Please allow 7 to 10 days for delivery.

Thank you,

******* ****

Char-Broil,LLC. 

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a BBQ grill around X-mas of last year. I went to open the box and started to assemble it. However, I found a part damaged and being I would be able to pound it out I did so. Simply not a problem, that is until I found another damaged part and the list went on. The box was not damaged that I could see and now I'm finding one part and another new in the box damaged and I quit right then and there. Grabbed the manual and contacted Charbroil and spoke with a nice man who asked me when I got it if I had a receipt and wanted the serial number and model number. I gave him what he asked for and he apologized several times for the troubles I found and well after about 15-20 minutes on the phone with him we figured all the parts that were damaged and that would be shipped out by Charbroil. He stated I should receive them in about 7-10 business days. Sounded good and I was concerned with all the troubles to disassembly and reassembly and wondered in my mind why not just send a new one complete? But they were willing to send them so that was fine and I would do my best to make it work out. Having discarded the many parts I would not be able to fix properly I waited for the new parts to arrive as to fix the BBQ like new. However, about 2 weeks later and no parts showed up I called again and spoke with another man and he stated there was no order of parts and being this was a gift and I had no receipt he more less said they would not warranty the grill unless I had a receipt and were not going to order the parts I thought were already ordered and on their way. It was odd as this guy was telling me even with all the parts damaged what a great 4 burner grill I had even with all the damaged parts. I could not believe this guy and shortly after I got an e-mail where they closed the case and this is why I've filed this complaint.

Desired Settlement: Send the replacement parts as indicated before or send a replacement model.

Business Response:

Dear Mrs. ****,

Hi, I am writing in reference to BBB Case #********-***** *******.  We would like to express our sincere apologies for the problems Mr. ******* experienced with his order. We have not received a copy of the Sales Receipt that is needed to register his grill for warranty services.  As a courtesy only, we will agree to replace the parts at no charge.  The order number is *******.

Please allow 7 to 10 Days for delivery.

Thank you,

******* ****

Char-Broil, LLC.

 

Consumer Response: [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******

9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought a Thermos(Char Broil) grill in June of 2014. First time it was used it was so hot that the three hot dogs and 3 burgers instantly erupted in flames. Checked grill and with the burners set to the lowest setting, the grill reached temperatures exceeding 650 degrees. Called the char broil number listed. They told me to disconnect the regulator and reset it. I complied and still had excessive temperatures. They told me to check thermometer, that it probably was wrong. I have been a chef for forty years and one thing I know is heat. They then told me to try a different gas bottle. I did, same result. Then they said it was probably a faulty regulator, so they sent me a replacement regulator valve assembly. This required disassembling the grill, which I did and reassembling the grill. Again, same result. They told me to send pictures of the grill, where it sat, of the temperature, of position of controls and pictures of the burners while lit. Which I did. They then said it looks to be the burners, so they sent new ones which I installed. Didn't make any difference. Again they said it must be regulator so they would verify that the regulator was good before sending it out. They did and yet again I disassembled the grill and reinstalled the 2nd replacement valve regulator set. Again, same result. Keep in mind that when this grill is lit and on lowest setting, it reaches temperatures exceeding 650 degrees. It burnt up a commercial oven thermometer! I raised the issue of safety with them and just asked that a voucher be issued for the value of the grill so I could purchase another different grill. No.They then told me that the gas I was using was the wrong type. I have tried three cylinders. No resolve with what is a safety issue. They said if I can turn on one burner on low and it's only 350 degrees then the unit is working perfectly. The product is unsafe and a danger to use. They closed the case. I still have an unsafe product.

Desired Settlement: I have asked for and been refused, a voucher equal to the amount paid for this grill to be applied to another, hopefully safer, grill. They have closed this case with no resolve. I am not very happy with this company's response

Business Response:

Dear Mrs. ****,

Hi, I am writing in reference to BBB-Case Number ********- ******* ******.  We would like to express our sincere apologies for the problems Mr. ****** has experienced with his grill. 

 The unit Mr. ****** purchased is 461442513 and has passed all certifications and regulations.  The grill has been in the market since 2009 without similar complaints. The unit is designed for a rate of 48,000 BTU Max out-put, which is 12,000 BTU per burner. Regulators are tested at 100, 200 and 250 PSI pressures to insure they regulate to ½ psi valve requirements of a low pressure systems. Valves are checked for flow rates and for the flow curve, are found to be within the print specifications. 

 We have consulted with our Engineering Dept. and confirmed both shipments of VHR Assemblies were checked and verified for the prescribed BTU rate. The VHR assembly has been eliminated as a cause for any issue.  That leaves the tank/fuel source, outside climate conditions, or firebox maintenance as potential causes for any possible too hot conditions.  As an example, US LPG (liquid propane gas) production has 3 grades, HD5, HD10 and commercial grade. Typically it is an expectation that HD5 is utilized when dealing with licensed propane professional.  However, in a tank swap scenario it is possible to get any of the grades and as commercial grade allows butane mix; it may burn hotter than HD5. Images we received shows the gas tank sitting next to the grill not positioned inside the tank ring as directed from his owner’s manual.   This allows direct sunlight to raise the pressure inside the tank which the regulator must account for as well as creating an unnatural hose position that is not tested and not safe.   

Another example, if the firebox is not cleaned or maintained on a regular basis; grease fires can occur that will increase normal temps in the grill. In the images we receive, the firebox has grease accumulation in the firebox.

To eliminate any issues with the burners, we agreed to replace them.  As Mr. ****** stated, there was no difference, as the sole function of the burners is to distribute the flame.   

We encourage Mr. ****** to view page 5 of his Owner’s Manual that describes different ways to cook, for example indirect cooking.  Please see attachment.

We sorry, we are not able to refund Mr. ****** money for the price he paid for the grill but would like to offer a  50% discount off any unit from our website that is not an exclusive product to Lowe’s or Home Depot.  We will waive all Shipping and Handling fees associated with this shipment. If Mr. ****** would like to take advantage of our offer, please contact me at 1-800-352-4111 Extension 7502. My available hours next week are from Tuesday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time.  

Thank you,

Mylinda Hall

Char-Broil, LLC.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have reviewed the settlement offer.  Two things they state in this response are not correct.  Yes, in one picture the tank is shown sitting outside the grill.  This is because they asked me to send pictures so I removed the tank from our other grill and hooked it up solely for taking and sending those pictures.  The tank normally is below the unit.  When finished taking pic tires, I disconnected the tank and put it back with the other grill.  Second, as far as grease build up, it is non existent.  The residue in the bottom of the grill was the ashes from the only thing ever cooked in ther plus the baking soda used to put out the fire.  I also disagree with the statements regarding improper propane.  I used three different tanks bought from three different sources with the same results.  By the wY, there was np problem with my old grill with any of these tanks.  I feel that when the burners are on, one should reasonably expect temperature less the 700 degrees when all are on the lowest setting.  My complaint is this unit is unsafe. I have sent the grill to the gas company I deal with and they are performing a test on the unit .  I expect an answer back from them in the next few days.
Regards,

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

Business Response:

Dear Ms. Cook,

Hi, I am writing in reference to BBB Case ********. We're sorry Mr. ****** does not agree with us. The unit that Mr. ****** purchased, Model 461442513 is safe.  The unit is equipped to handle temperatures through the various setting on the control knob.  Before we replaced his original Valve Hose Regulator Assembly, we had it tested. The certification and safety test were not set by our Product Engineers but by an institute that governs all gas products in the United States and Canada.  When these test were conducted, the Valve, Hose and Regulator assembly passed all safety requirement including the pressure rate, the flow rates and for the flow curve. We found no flaws or defects and it was built to the specification approved by the American National Safety Institute.

Mr. ****** states “The residue in the bottom of the grill was the ashes from the only thing ever cooked in there plus the baking soda used to put out the fire”.  This may be the reason why the temperatures climbed to 700 degrees on the low setting.  Fats and grease dripping into an open flame will cause an uncontrolled fire known as a grease fire. Grease fires can easily be identified by turning off the control knobs (the gas supply), and the fire continues to burns.  Grease fires will exceed temperature over a thousand degrees and can cause permanent damaged to the grill. When we referenced grease accumulation, Mr. ****** rebutted our response.  The images we received show the entire bottom of the firebox coated with left over residue.  If the bottom firebox is not cleaned with a degreaser, when heat is applied, the residue in the bottom will liquefy and can combust into flames creating another grease fire. Cooking food with high content of fats and sauces will require to be cooked indirectly.  The manual provides instructions that will allow you to safely cook without having a grease fire.

 If Mr. Little wants to slow cook or barbecue, this can be done by turning off one or more control knobs to drop the temperature. We would not recommend preheating when you wish to slow cook. 

We feel this may be buyer’s remorse where the customer expectations do not match the product for his intended use. We have smokers available that will allow you grill or slow cook that may be more suited. Our original offer is still open, should he choose to order a different style of grill.  We will gladly keep this offer open for 30 days.

Thank you,

Mylinda Hall,

Char-Broil, LLC.

 

8/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I brought a chargrill smoker..used it once and it worked great. I bought it in nov. 2013 and used it first in april. Got it out to use it again for 2nd time and it would not work. Had 3 month warranty onIt which of course ran out before I actually tried the product. I contacted the company AND They QUotEd Me Prices FOR Two Items That Would Take Care Of It FOR Over 100 dollars. I asked them why i should have to pay for a product that only worked one time. I understand the warranty thing but a product that cost $299 dollars and is a usually good company ..buT the product should give more than one use or 10 hours of service. I took care of it and still have the box it came in and it looks brand new. I believe a company should stand behind their product.

Desired Settlement: Either send me the parts or send me a refund..I prefer the parts

Business Response:

Dear Mrs. ****,

Hi, I am writing in reference to BBB Case *************** *****. We would like to express our sincere apologies for the problems *** ***** has experienced with her grill. 

Ms. ***** stated in her letter that she purchased this item in November of 2013. The Limited Warranty goes in effect on the date of purchase, not when you first use the product.  She states that she used the product for the first time in April of 2014.  The Limited Warranty is 90 day from the date of purchase.  We’re sorry Ms. ***** Limited Warranty has expired. 

When Ms. ***** contacted us the first time, we informed her that she would have to purchase the parts because she is out of warranty.   Ms. ***** escalated to a Supervisor who offered to send waive the price of the controller or the heating element and waive her Shipping and Handling Fees.  Ms. ***** refused the offer.

We truly value Ms. ***** as a Char-Broil customer and have agreed to waive the cost for the controller and element assembly.  These parts will not be covered under warranty and replacement of these parts will not re-instate her warranty.  We highly recommend unplugging the controller after each use and storing it indoors inside an air controlled environment.   We also recommend reviewing the Owner’s Manual to make sure the proper size, and gauge of extension cord is being used.  Please allow 7 to 10 days for delivery.

Thank you,

******* ****

Char-Broil, LLC.

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid $500 for an Infrared grill at Low's in Niles, Ohio. The grill does not make enough heat, and the stainless Infrared trays are rusting. The grill will not cook a stake fast enough to sear it on the outside while pink in the middle. If it is a windy day or a cold day it is even worse. I tried to contact Char Broil shortly after purchase, got someone selling recipes. They made no attempt to help. After a year I noticed the new grills at Lows have a new style Infrared tray. Thinking perhaps I might be able to install these on my grill I tried again to contact Char broil. I got instructions on how to reset the safety device in the tank and a list of parts costing $80 but were the same as I have, thus no improvement would happen. My case number was ******. My model number is 463257111. The Infrared is not hot enough to cook meat on the grill without cooking all the way through. The grill will not cook a stake that is seared on the out side and pink in the middle. Infrared at least the early models does not get hot enough.

Desired Settlement: I would like to recieve what ever it takes to have a grill that will sear a stake fast enough to be seared on the outside and still pink in the middle. Perhaps grates with no Infrared, or new style Infrared trays.

Business Response:

Dear Mrs. C***,

Hi, I am writing in reference to BBB-Case ********- ***** *******. We would like to express our sincere apologies for the problems Mr. ******* has experienced.

Mr. ****** has confirmed the model number we have on file for him is Model 463257111. Based on the model number we have, the cooking grates and emitter trays are no longer under warranty. Please find attached copy of the Limited Warranty Policy taken from Mr. ******* Owner’s Manual.  If Mr. ******* feels his unit is still covered under warranty, we will require some form of proof of purchase and the serial number of his grill to properly register his grill. If Mr. ******* no longer has the sales receipt,  other forms of proof of purchase will be accepted for example, a copy of a bank statement (if he paid by check),  a copy of the credit card statement (if he paid by credit card) or a printed invoice if he ordered online from a licensed Char-Broil dealer. Should the date of purchase from these documents fall within the warranty period, we will gladly register his grill and send out the original repair parts at no cost. Without a receipt, the repair parts will have to be purchased. 

 Several factors can interfere with foods not cooking properly.  Foods would need to be completely thawed and at room temperature. Always preheat grill on high with the lid closed for 15 minutes.   Because of the design of the cooking system, too much moisture introduced to the cooking grate will cause foods to steam and turn grey. Draining off excess moisture from the platter or plate and then patting down the foods lightly with a paper towel will help control moisture and prevent foods from being steamed cooked. 

The condition of the emitter trays also plays an important role. If the small holes on the emitter plate have been clogged with food particles, this will block the heat from getting to the cooking surface.  If the emitter plate has rusted as Mr. ****** indicated and larger holes have developed, this will cause the heat not to transmit through to the cooking grate properly.  Using the cleaning tool that came with the unit and a grill brush will remove most food particles. Allowing food particles to sit on the cooking grates or on the emitter trays turns to acid and will cause these parts to deteriorate. After cleaning, coat the emitter plates and cooking grates with a light coating of vegetable oil before and after each use will help prolong the life of these parts.   

Another important factor is the fuel source.  The LP Tank has a safety device built inside that will detect a sudden increase or decrease in gas pressure, if one of these conditions are present the safety device will be triggered and the gas flow with be shut down allowing only a trickle of gas to flow.  If the safety device has been triggered, grill will only reach about 200 to 250 degrees. A leak test should be performed to ensure the unit will operate safely.  Please see Page 5 of your Owner’s Manual on how to perform a leak test. If there is a gas leak, the unit is not safe to operate until the gas line or tank has been replaced. If there are no gas leaks on the tank or valve, hose and regulator assembly, the low gas pressure can be corrected by resetting the regulator.  To do this, it is important to turn off the control knobs on the grill first after each use then turn off the gas tank.  Disconnect the hose line from the gas tank. Wait 5 minutes, and then re-connect.  When you reconnect, make sure the coupler knob that screws onto the tank is tight as you can get it by hand, then lay a cloth or towel over the coupler knob and turn it another ½ to ¾ turn. Open the tank valve on the gas tank slowly. Allow 45 seconds for the gas to fill the gas line.  Open the grill lid and follow the lighting instruction found on the control panel.  This procedure may need to be performed several times for the regulator to reset.  If you turn off the gas tank first to bleed the gas line; and then turn off the control knobs, this will cause the safety device to be triggered again shutting down the gas flow. 

We truly value Mr. ******* as a Char-Broil customer and will gladly offer the original cooking grates (Qty. 3- $20.99 each) and emitter plates (Qty. 3- $18.99 each) at half price. The total for the emitters and cooking grates would be $59.97. We will waive all Shipping and Handling expense. Changing to a regular convection style grate eliminating the emitters will drop the performance of the grill and will not get hot enough, as the emitter transfers the heat directly to the cooking surface.   

If Mr. ******* would like to take advantage of our offer, he may reach me at 1-800-352-4111 Extension 7502. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time.

Thank you,

******* ****

Char-Broil, LLC.

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]


To buy the same grates Char briol suggests would not solve the problem since my grates are in tact. They simply do not nor have not ever made enough heat to properly cook meat. I had hoped to be able to get the newer style infrared grates, I see on newer grills,  and hoped they might produce more heat. The design of the infrared grates are flawed. To have to put cooking oil on the grates as they say before and after use if just out of line. The holes in my grates are clear and of the original size. If my grates were of good quality stainless steel there would not be any question about rust. 

If the tank problem they keep referring to were the problem the 200 degree temperature would be so out of line it would be obvious. This not even in the picture. The talk of plugged holes and rusted grates on a one year old grill are out of line. I obviously clean the grates before and after each use. Preheating is also an obvious step in cooking on  grill.  My meat has never been wet or frozen.  These are just ways of blaming the customer for a bad product. 

I do not expect to get any results but hope my complaint might help someone else. I did contact Char Broil early on but only got someone selling recipes. Tried again when I saw the new style infrared grates in the store. 

Regards,

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

Business Response:

Dear Mrs. ****,

Hi, I am writing in reference to BBB Case ********- ***** *******.  Mr. ******s has indicated he purchased his grill in Dec. of 2012. Since the production of the grill in 2011, we have no issues with the product not getting hot enough to sear.  We are governed by the American National Safety Institute, which conducts a series of test in order for this model to pass certifications. Model 463257111 has passed all certifications.

 We’re sorry Mr. ******s does not accept our recommendations, the information we have provided is accurate.  One thing we have overlooked is the condition of his burners.  If the burners have not been cleaned, food particles and rust can also block the flow of gas.  This will prevent the heat from being distributed properly to the emitter plates.   We will gladly replace the burners at no charge being that they are still covered under warranty.  We will need a copy of his sales receipt to properly register his grill. If no receipt is available, we will need the serial number from his grill.  The serial number can be found on a white or silver label right below the model number.  This label can be found on the back side of the grill cart. The serial number will begin with the letter G for example G5201611090 00324.   

If Mr. ******s wishes to purchase a different style grate IR grates, we have item number 7358971 available for $34.99 a set.  Mr. ******s will need three sets to fill up his firebox.  We will gladly offer these grates for a discount price of $52.49 for the set of three grates.  If he would like to place an order for these grates, please contact me at 1-800-352-4111 Extension 7502. Before this order is placed, please provide the serial number so we can also include the burners.  Shipping and Handling charges will be waived. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time.

Thank you,

******* ****

Char-Broil, LLC.

8/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The replacement electric controller on my grill malfunctioned after eleven months of use. My grill is kept on a covered patio so it is not subjected to rain damage. I contacted Charbroil to obtain a new controller under warranty and was informed that there is no warranty on replacement parts. I would like ***** ****** to explain why replacement parts are not covered by warranty and whether based on her experience, she believes this is a common practice.The grill is plugged into a GFI plug connected to a 6' 14 gauge heavy duty extension cord. I do use the grill several times weekly and have otherwise been satisfied with the product.

Desired Settlement: I was offered a new controller at 25% discount plus shipping. This is not acceptable.

Business Response:

Dear Mrs. ****,

Hi, I am writing in reference to BBB Case # ********- Robert M. *********.  We would like to express our sincere apologies for the problems Mr. ********* experienced with his grill.  I have been appointed by the CEO, Mrs. ***** ******, to respond to this complaint. 

The model number ******** comes with a 90 Day Limited Warranty. This warranty begins on the date of purchase.  Mr. J******** has indicated that he purchased this unit over 11 months ago.  Therefore his warranty has expired.  Please see attached Limited Warranty taken from his Owner’s Manual.

We understand Mr. Javoronok stores his grill under a covered patio.  However, heat can build up and cause condensation.  In order to prolong the life of the controller, we recommend removing the controller after each use and store inside an air controlled environment.

Due to the controller being damaged, this may have also damaged the heating element.  In some cases, we have seen where the element assembly had caused the damaged to the controller.  Therefore we recommend replacing both items.   We truly value Mr. ********* as a Char-Broil Customer and since the initial complaint was against the controller, we will gladly offer both pieces at a discount price of $27.59. The controller was priced at $45.99 and the Heating Element was priced at $49.99.  We will waive all Shipping and Handling fees.  If you wish to place this order, please contact me at 1-800-352-4111 Extension ****.  My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time.

Thank you,

******* ****

Char-Broil,  LLC.

Consumer Response: [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.   Mylanda was most helpful and Charbroil did more than I had expected.  
*******

 Regards,

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

8/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted this company about a problem I had with a model bbq that I was having safety issues with where the unit would lose flame and then when going to switch off the ignition system would reignite the unit and the gas that had built up causing an explosion. I found that this problem was not a new issue with this model as they had an active recall on the faulty ignition system. The issue had happened on more than one occasion but on the most previous it had caused not only damage to the grill because of the large explosion it caused on reignition but also burned my sons arm. I provided the company with all information as well as pictures requested of the damage to the grill as well as pics of my sons arm where redness still showed after a weeks time and being treated with hydrocortisone for minor burns. I was issued a case number (Case * ******) and then was informed it would be handled by a third party which handles the settlement of these complaints, in which they would handle the replacement or refund. I received one call from the outfit which I had missed due to it being during my employment hours. I called back and left messages on two separate occasions and never received another call back. I tried to contact Charbroil yet again and again was given a case number (Case # ******) and was informed I would be contacted. Without any reply this case was closed as well... From the beginning I was merely asking where I could take this unit which was roughly over 1 year old for a replacement for a newer model without the safety issues. I was not comfortable accepting only a replacement for the ignition which I was informed I would be required to replace myself or pay to have replaced, I want this issue resolved in a professional manner rather than to be swept under the rug and shuffled to another agency that has done absolutely nothing to contact me back or settle the situation. I have email copies of all replys and correspondence with Charbroil, which I can provide as well.

Desired Settlement: I have already given them the opportunity to settle this by merely replacing the model with another that doesn't have known safety issues. At this point I would like to have a refund in the amount of the most current value of the similar model so I can at least replace the grill with that of another manufacturer that doesn't share the same poor customer service attitude as Charbroil.

Business Response:

Dear Mrs. *****

Hi, I am writing in reference to BBB Case Number ********- ******* *****.  We would like to express our sincere apologies we are not at liberty to discuss the details of Mr* ***** case.  We have turned *** ***** case over to our legal team (Third Party Administrator).  Only the Third Party Administrator will be able to speak with *** ***** regarding his case.  We have notified this Administration Team of this letter that we received from the Better Business Bureau and they will reach out to him.  Due to the legal aspects of this case, we are asking for this case to be closed.

Third Party Administration contact information:

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

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

Companion Property & Casualty Group

P O Box 100159

Columbia, SC 29202

Phone: (803)264-1271

Thank you,

Mylinda Hall

Char-Broil, LLC.

7/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON 5/23/14 I WROTE A LETTER TO CHARBROIL REQUERTING THRIR HELP ON REPAIRING MR CHARBRIOL OF A LITTLE OVER 2 YEARS AS IT WAS RUSTING OUT AND IT SHOULD NOT BE SO AFTER SUCH TIME . I EXPLAINED TO THEM I KEKT IT COVERED AT ALL TIME , WINTERIZED IT EACH WINNTER AND HAD ALREADY REPLACED THE GRATES TWICE DO TO RUST. THIS YEAR WHEN I OPENED IT UP THE BACK HAD RUSTED OUT AND MOST OF THE GRILL SHOWEDE RUSTING OUT. THE BASE AND THE SIDES WERE ALSO GOING ALONG WITH TH GRAES AGAIN AND NOW THE FIRE BOX WAS RUSTING OUT.AFTER A PERIOD OF TIME THEY WROTE TO ME REQUESTING PICTURES OF THE RUSTED AREAS. I EMAILED THEM 21 SNAPS OF ALL OF THE RUSTED AREAS AND WAITED TO HEAR FROM THEM. THEY EMAILED BACK WITH A CUSTOMER #******* AND A CASE #******.I WAITED ALMOST 2 WEEKS AND FINALLY CALLED THEM AS TO WHAT THEY MIGHT DO TO HELP RESOLVE THIS ISSUE AND SPOKE TO A REP. AFTER GOING THROUGH ALL OF MY NUMBERS WITH HIM AND EXPLAINED HOW BAD THE GRILL WAS I TOLD HIM I HAD PRICED OUT ALL REPLACEMENT PARTS AND TEY TOTALED 537.00 WITHOUT SHIPPING AND TAXES.I TOLD HIM I PAID `499.00 FOR THE GRILL ORIGINALLY AT LOWES AND TOLD HIM I WAS NOT GOING TO PAY THAT MUCH HOR NEW PARTS. I TOLD HIM I WOULD CONSIDER DOWN SIZING TO A 2 BURNER GRILL THAT LOWES HAS FOR 299.00.HE SAID HE WOULD NEED A FEW MINUTES TO SPEAK TO A SUPERVISOR AND PROCEEDED TO DO SO. HE RETURNED AND SAID THAT HIS SUPERVISOR SAID THEY COULD ONLY REPLACE THE GRATES AND THE FIREBOX AN WARRANTY AND THE REST OF THE RUSTED ITEMS WERE NOT. HE SAID THEY APPRECIATED ME WILLING TO DOWNSIZE TO A SMALLER GRILL AND SAVING THEM MONEY, BUT DUE TO THE CONTRACTS THEY HAVE WITH LOWES TYEY WOULD NOT GET ME A NEW GRILL.. I TOLD THE REP THAT WAS NOT SATISFACTORY,AS I WAS NOT LAYING OUT 537.00 TO MAKE MY GRILL WHOLE AGAIN AND THAT TRERE SO CALLED CONTRACTS WITH LOWES MADE NO SENSE. I ASKED HIM WHY THEY WERE SELLING INFERIOR PRODUCTS WITH THESE TYPES OF RUST PROBLEMS AND HE HAD NO ANSWERS.WITH MINUTES THEY CLOSED OUT MY ACCOUNT WITHOUT TRYING TO SATISFY THE CUSTOMER

Desired Settlement: I WOULD LIKE A CREDIT SO I CAN DOWNSIZE TO A 2 BURNER GRILL AND SAVE EVERYONE MONEY,

Business Response:

Dear Mrs. *****

Hi, I am writing in reference to BBB Case ********- **** ********** We have reached out to Mr. ********* and have explained the warranty coverage for his grill.  The majority of the parts are not covered under warranty. We truly value Mr. ********* as a Char-Broil customer and presented him with several options. We are willing to send repair part (Firebox, Cooking Grates, Emitter Plates at no cost and offer the remaining parts at a 50% discount.   The second offer we have made is 35% discount off the cost of any grill from our website at www.charbroil.com that is not retail exclusive with free Shipping and Handling. The offers we have made will be open for up to one year.  

Mr. ********* is very appreciative of our offers to assist and will discuss with his wife to let me know which decision he has made.  He would like to purchase a new grill. We request for this case to be closed. 

Thank you,

******* ****

Char-Broil, LLC.  

Consumer Response: [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 
on wedhesday7/16/14 i received a call from charbroil offering to help resolve my problem and the rep explained everything about there there warranty program and about there contract with lowes.  after a long discussion she offered me replacement parts that were under warranty but not all that i needed as the warranty was gone on these pieces but at 50percent off and no shipping charge. i discussed about going down to a 2 burner grill and she had one that was not under any contracts and worked out a price of 178.00 and free shipping if i was interested. she said they would hold the offer for 1 year. i told her i would get back to her shortly with a decision. i found this lady very pleasant and very helpful and she had the right answers on all of my questions. i want to thank you for you help in resolving my issues with charbroil.

**** *********
 

7/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a charbroil grill model #463235713 in March of 2014. After approximately 8 uses, I started the grill, put the food on and flames started shooting out of the front vent panel and gas control knob. When I recently started the grill, as it was heating up flames shot out through the front vent panel on two different burners and almost burned my hand. I contacted Charbroil and was told this was a "normal" condition if the tubes had any obstruction. I examined the grill tubes and they were clean and clear of any obstructions. As per the customer service manager's request, I emailed several pictures to show that the grill was clean and clear of any debris or obstructions. I adamentlty stated that I was very concerned about safety issues with the grill and was fearful of being burned by the faulty vent panel. I requested that my grill be replaced, and was told the same problem would happen with other models as they are all designed the same. The customer service manager REPEATEDLY stated that the same problem would occur if he replaced the grill with a different model as we reviewed grills on the website. I then asked for a refund or exchange which he also refused to do and rudely said he could no longer assist me and hung up. I am now left with a $300 hazardous grill, that I will have to replace with a different brand myself, to avoid my family or myself from being burned. Charbroil is obviously not concerned about consumer safety or satisfaction!

Desired Settlement: Refund of full amount paid for Charbroil grill model #463235713 serial #G*********003090.

Business Response:

Dear Ms.  ****,

Hi, I am writing in reference to BBB Case #********-*** *****.  We would like to express our sincere apologies for the problems Mr. ***** has experienced with his grill. Based on the images we received and information provided by Mr. *****, the images does reveal some type of blockage or flashback has occurred.

Blockages, flashback, venturi, or spider fire, these are all the same. This type fire occurs when there is a blockage in the burner or the venturi tube that connects the burner to the valves. Food particles, grease and insects are some of the causes for blockages.  Insects, primarily spiders will build nest in the burners and this will keep the gas from flowing properly through the burners. The burners are a hollow tube that receives gas coming from the Valve. The Valve has a tiny orifice at the end that allows the gas to be pushed in a straight line into the burner.  The blockage acts like a wall and forces gas and fire to come back through the burner tubes. Gas and fire exit from the control panel area and the control knobs.  When fire comes out at the control panel, several parts may be damaged such as the control knobs, bezels, control panels, and the valve, hose and regulator assembly.  Often the intense heat and fire burns the nest, or other particles leaving no traces of the blockage.  The fire has charred Mr. *****  burner, control panel and has damaged the valves.  We do not recommend using the grill until a new valve hose and regulator assembly has been installed. 

To prevent grease fires, blockages, venturi or spider fires, we recommend cleaning the burners and grill often.  This includes removing the burners from the unit and cleaning inside them.  Please see attached information concerning Mr. *****’s Limited Warranty on his grill, How to Perform a Leak Test and How to Remove the Burners for cleaning about Spider Fires

Blockages, Flashback, Spider fires and Grease Fires are not a defect in product but are considered a maintenance issue. The damage these types of fire causes to the grill are not covered under warranty.  

We had offered to go beyond his Limited warranty by offering to replace Valve, Hose, and Regulator and tune up kit at no charge. Mr. ***** refused our offer. By replacing the Valve, Hose and Regulator assembly, this will be the complete gas line. This part comes pre-assembled and will make this grill safe to operate.  We will gladly stand behind this offer to send a new control panel, Valve, Hose, and Regulator assembly, control knob and one of the burners at no cost.  The remaining burners will need to be cleaned.  Mr. ***** would need to attach the valve hose and regulator assembly to the new control panel and his grill cart.  If Mr. ***** wishes to purchase a new grill, we are willing to offer a 20% discount off the price of a new Char-Broil grill. The grills that are available for purchase are featured on our website at www. charbroil.com. We're sorry grills that are retail exclusive are not available for purchase. We will waive Shipping and Handling Expenses as long as the grill is shipped within the 48 Continental States.   If Mr. ***** would like to take advantage of our offer for parts or the discount offer, please contact me at ###-###-#### Extension ****. My available hours are Monday through Thursday from 7 A.M. to 5 P.M. Eastern Standard Time.

Thank you,

******* ****

Char-Broil  LLC.

6/30/2014 Problems with Product/Service
5/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purschased Char-Broil Tru infrared in 07/11 within 6 months discoloration of stainless lid, this was replaced. after year one the half drum rusted out, this was out of warranty, I purchased new one. On 04/27/14, the jets went out I opened the entire grill and parts to get to jets completely rusted out. turned off gas disconnected and I removed from deck.I called Char-Broiol told to take photos, Stated I could not take photos, told to bad. Note I am 45 minutes away. The unit is out for trash, however were photos taken. I call the service line next day given company party line for 48 mins. Finally tranferred to an individual that could resolved.. They offered 25% off retail on internet website line. Stated they would have send parts if i had grill. No way would have worked with what was left.They decline for me to speak to higher management I did fill out Company survey togive complete information.

Desired Settlement: I feel 25% off retail not good faith in a high value Grill total 2011 grill $450.00 vover $79. and natural gas adapter@ 79.00. I do have all reciepts as does C-B when I posted warranty

Business Response:

Dear Mrs. **********

Hi, I am writing in reference to BBB Case Number ********-****** *****.  We would like to express our sincere apologies for the problem Mr. ***** has experienced.   

We have a dated sales receipt on file stating Mr. ***** purchased his grill on 9-27-10. Please find attached copy of the Limited Warranty for the unit.  The limited warranty for the firebox and lid assembly has expired.  This limited warranty applies to the functionality of the product only and does not cover cosmetic issues such as scratches, dents, corrosion, or discoloring by heat, abrasive chemicals, cleaners or any tools used in the assembly or installation of the appliance, surface rust or discoloration of stainless steel surfaces. Rust is not considered a manufacturing or material defect.

When we were first contacted by Mr. *****, he had informed us that he has thrown his grill away.  At this point Mr. ***** made the decision to throw out the unit which terminated the remaining warranty coverage. 

We truly value Mr. ***** as a Char-Broil customer.  If Mr. ***** had contacted us prior to throwing the grill away, we could have worked with him by ordering parts.  In some cases we offer huge discounts on parts and in some cases send the parts at no charge.  Being that he no longer owns the grill, we offered him a fair discount of 25% off the price of a new grill from our website that is not an exclusive product to retail stores. We will gladly honor this discount and waive his Shipping and Handling. If Mr. ***** would like to take advantage of our offer, please contact us at 1-800-241-7548. Please reference case number ******.

Thank you,

******* ****

Char-Broil, LLC.

5/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Contacted Charbroil for replacement parts that were covered under warranty, and at the end of processing this transaction, I was required to provide a credit card in order to process a warranty transaction. During that process, I was asked for the 3-digit security code on the back of my credit card. I refused, stating that it should not be required to do business, as buy giving that code, along with all of my other vital information, the holder of that security code now has all the information needed t make purchases in my name as if they were me. I feel that this is wrong, and forces me to put myself at risk financially. I asked to speak with a supervisor, who reaffirmed that in order for them to process a warranty claim for parts, that I was required to use a credit card to process the bill for shipping & handling. I asked if I could send a check, and wait for that check to clear, before expecting my warranty order to be processed & shipped. Again, I was told that the only method for processing warranty claims for replacement parts was over the telephone, and required the use of a credit card. I asked if they accepted Paypal, and I was told that they do indeed accept Paypal, but only when making purchases from their website, and that warranty items were not available online, and only by telephone, which did not accept Paypal, and required a credit card w/ security code provided. So I clarified by asking that the only way my warranty could, or would be honored, was if I had a credit card, and was willing to provide my security code. I was told by the supervisor that I was speaking with (****** **** *****) that that was unfortunately correct. Warrantied items cannot be ordered online, using paypal, and only by telephone which requires that a credit card be used, and security code provided ... OR PARTS COULD NOT BE WARRANTIED !!!

Desired Settlement: In todays society of rampant credit card fraud, and identity thef, you'd think accompany the size of Charbroil would have a more customer friendly policy for handling the warranty of their products. If Paypal can be used online, why not make warranty claims for replacement parts also available online. Or why can't paypal be used over the telephone ?? Better yet, why do they need my security code to provide service, especially for a $4.95 S&H bill for a warrantied product. I am sure that I am not the only person to have had this issue with Charbroil, as well as other businesses, and this practice needs to be addressed, and rectified.

Business Response:

Hi, I am writing in reference to BBB Case Number********-******** *****.  We would like to express our sincere apologies for the difficulty you experience placing your warranty order.  

We’re sorry due to the complexity of Warranty Services, orders for warranty parts are placed over the telephone through our Customer Service Division at Accent Marketing.

Char-Broil and our Partnership with Accent Marketing are PCI compliance with all Bank Processing Centers. Our guidelines and directions for processing orders and obtaining credit card information are in accordance to this agreement. We can assure you we are held to very high standards and will not breach our PCI Compliance.     

We would like for this case to be close as an order for Mr. ***** was placed on May 2, and shipped May 5, 2014 by Federal Express. Estimated date of delivery is May 7, 2014. Federal Express tracking number is **********************.

Thank you,

******* ****

Char-Broil, LLC.

4/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a 3 burner Grill on 4/6/14 order number *******. My Grill arrived via FedEx on 4/9/14. The Grill was left in the driveway. The bottom of the box was open and there were rips in the box. The inside Styrofoam packing was broken and there were empty plastic bags inside.I immediately called Char-Grill and alerted them to the situation. I asked to return the grill for a replacement.The first response I received was for me to un-pack all the parts and send them a list of missing or damaged parts. I asked to return the grill for a replacement instead.The second response was that I un-pack the parts and retrieve the model and serial number from the grill and register the grill for the warranty. I asked to return the grill for a replacement instead.The third response was to take pictures of the damage to the box and send them to Char-Broil. I did this.The fourth response was to take pictures/image of the sales receipt and send that to Char-Broil. I did this.Its now 4-15-14 I still dont have a Grill!

Desired Settlement: I would like a replacement Grill sent to me. If Char Broil wants the other one back send a new box and/or a roll of packageing tape to prep the grill for shipping.

Business Response:

Dear Ms. *********,

Hi, I am writing in referene to BBB Case ********* **** ******.  We would like to express our sincere apologies for the problems Mr. ****** experienced with the delivery of his new grill. We certainly appreicate Mr. ****** complaint about his experience and agree his grill should be replaced. It is our policy to replace parts that were received damaged at no charge and to  file freight claim with the carrier. Researching the order of the repair parts that need to be replaced, basically we would be replacing the entire grill in individual parts. We have  contacted Mr. ****** and advised that we are stopping the parts order and placed an order to reship a new grill to Mr. ******. We provided Order Number******* to Mr. ****** and advised the new grill will arrive witin 7 to 10 days. We also explained that we are not able to file the freight claim but will  need a portion of the grill containing the regulator to be sent back. We have mailed Mr. ****** a prepaid lable for the return of this part. 

We have addressed how this order was mishandled with our personnel. We ask for this case to be closed.

Thank you,

M****** ****

Char-Broil, LLC.  

 

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 

**** ******

 

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Three times after filing complaint with company over defective part they claimed they would replace part after I supplied proof of purchase--I supplied documents THREE TIMES but they did nothing other than claim they "attempted to contact" me (THEY DID NOT) and closed the case and they claimed they did not receive anything--customer service representatives on the phone cannot see anything submitted so even though the LAST TIME I submitted while on the phone the person could not see the submission

Desired Settlement: REFUND the $169 paid for the defunct product

Business Response:

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

This response is in regards to BBB Case # ******* for ****** ******.  We sincerely apologize for the issue he has experienced with is Big Easy and the submission of his proof of purchase.  At this time we have not received the needed documentation to complete his claim.  Per our warranty terms a dated sales receipt is required for all warranty requests.  We are unable to facilitate his request for a refund.  We sincerely appreciate Mr. ******* business and as a customer courtesy we have placed order ******* for the requested hose, valve, regulator at no charge.  This item is in stock and should be received within 7-10 business days.  We will also reach out to Mr. ****** and let him know that an order has been placed.  If Mr. ****** should have any questions about his order he may reach us at ###-###-####.

Sincerely,

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

3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a NEW grill and only after a season and a half the grill is falling apart. There is NUMEROUS issues with the grill and now isnt even useable. My last grill non char broil lasted over a decade. After contacting Charbroil thay stated they would give me 50% parts and free shipping. After I would purchase these parts it would cost more then to purchase a new grill. So I again contacted charbroil to ask to use the 50% off to just purchase a NEW grill becuase it makes NO sense to pay more for parts then just to buy a grill. I was told they wouldnt do this. Why not? I am willing to take another chance with this company to purchase one more grill but not willing to pay full price for something I am taking a chance on. This is NOT good customer service and frustrated beyond belief that I am a consumer is being ripped off.

Desired Settlement: I strongly believe this grill should be replaced for FREE, however I even offered to pay 50% towards a new one. NOT sure how much more I should be doing as a consumer.

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case Number *******-Mr. *** *******. We have corresponded with Mr. ******* on February 11, 2014 and requested some form of proof of purchase from him along with images of his grill. Mr. ******* was not able to provide proof of purchase but has provided images of grill for us. In 2013 he had contacted us stating he had purchased Model***-***-****in July of 2011. The Limited Manufacturer warranty has expired.

We truly understand his dilemma with his grill and have offered to replace the parts that have deteriorated at a 50% discount.  Base on the images we received and Mr. ******* description of the flames shooting out of the control knob confirms what we suspected about the blockages in the burner tube to the far left side of the unit. Please refer to the Owner’s Manual for instructions on the removal and cleaning of the burners (Please see Attachment). To help prolong the life of the burners, please rotate the burners by moving the burners that were mounted on the left and right side to the center. Move the center burners to the left and right sides.

The discoloration in the center of the grill lid, warping of the warming rack, rust patterns on the cooking grate and warming rack is cause from grease fires. Grease fires also can cause damage to the heat shield that is attached to your firebox and premature rusting of other internal parts. Grease fires burns hotter than your grill is designed and can cause permanent damage. To avoid grease fires, choose lean cuts of meats, trim off as much fat as possible. Foods with high fat content can be cooked indirectly by preheating the surface of your grates. Sear meats on both sides and turn off the control knobs in the middle leaving the outer burners on. Move foods to the center where there are no flames. More indirect cooking options are also provided in your Owner’s Manual.

Grease fires and venture fires (blockages inside the burner tubes), and rust are not covered under warranty as they are not a manufacture defect but a maintenance issue. Char-Broil has no control over the damages caused by these types of fires.

We will gladly supply a new valve hose and regulator assembly, and new control panel at no charge as a courtesy. The cooking grates on your unit can be cleaned using a wire grill brush. The grates will need to be re-seasoned with vegetable oil. First, brush down the grates to remove surface rust and food particles then wash grates with hot soapy water. Rinse well and dry completely with a dry cloth. Coat lightly the surface of the cooking grate on both sides with vegetable oil using a dry cloth. We recommend lightly coating the surface of your grate with oil before and after each use to help prolong the life of your grate.

We would recommend replacing the firebox, heat tents and warming rack. The firebox will come with the heat shield attached. The firebox will be a shell, it will not come pre-assemble with burners, carry over tubes,and etc. If you would like to replace the grill lid, we do have the lid available for you. We have offered a reasonable discount of 50% off the price of parts. However, we would like to offer a 30% discount off the price of a new Char-Broil grill of your choice from our website at www.charbroil.com that are not retail exclusive products. We will gladly waive Shipping and Handling fees. If you would like to take advantage of our offers, please contact me at ###-###-####, Extension ****. My available hours are Monday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time.

Thank you,

******* ****

Char-Broil, LLC.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear beloW.

Again, this will now be only the 4th grilling season for this grill and there is no reason no matter what you blame these issues on.  I havent grilled any different with my last grill as I do with this grill.  Buying this grill was a total disapointment.

I am asking for a direct price for a better grill from your collection around the same size.  Something that I can have last  for a decade like my last grill.  I am asking for 40% off the purchase of that grill, free shipping and  I have already talked to a non-profit baseball organization who would take this grill.  However they will need a few parts for it to be used again, so I am also asking for the parts at 50% for this  organization and free shipping  They said they would purchase the pasrts  so they could use the grill.   I think it would be a shame to just junk this grill so again I think this would benefit this non-profit league for its use.  They dont need a new hood or anything or even the firebox.  They would need the tray that holds the drip chamber and of course the heat shields.  Just what is needed to put it back together so it works.  Dont need to have it pretty for them just so it functions for them.

I am still not happy that I was given 50% off parts yet wont give me 50% off a NEW grill.  So I will meet you guys in the middle so I have a NEW grill I could use,  and I and actually your companyare able to assist a non-profit baseball league since they are in need of a grill. 

Even though I will be out a grill that I paid $400.00 for and now will have to put out more money for a different one.  I think my requests is fair.  Of course IM still the BIGGEST loser out of this but I just want to settle this issue. and this is something I could live with.

I hope we have an agrrement.   Again, I need to know what  choices and my best options on a good grill from your company.

 

 

 

Regards,

Leo *******


 

 

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case-*******. We have reviewed the comments made by the customer and feel that we have made fair and reasonable offers. Information we provided concerning the limited warranty outlines the terms of warranty coverage to the original Owner. The warranty coverage for Mr. ******* grill began on the day the grill was purchased in July 2011. The Limited Warranty duration for one year has expired and does not cover damages caused by a grease fire and venturi fires. Limited Warranty is established to the original purchaser and will not transfer to another person should the unit be sold or given away.    

 We offered to replace the Valve Hose and Regulator assembly (Price of Valve, Hose and Regulator-$99.99) and Control Panel (Price of Control Panel-$39.99) at no charge with a 50% discount off the warming rack, heat tents and firebox. Firebox will not come pre-assembled with burners and other parts. The heat shield will be attached to the firebox. The maximum out of pocket expense for Mr. ******* to replace the firebox, warming rack and heat tents would be $79.00. Shipping and Handling will be waived.  The offer for parts was made to the original owner of the grill and will not transfer to anyone. The other offer we made was to help assist Mr. ******* with the purchase of new grill if he did not wish to replace parts.  We’re sorry but 30% discount is the maximum amount we will offer. Shipping and Handling will be waived.  Only one offer can be chosen.

We will gladly keep the offers we have made to Mr. ******* open for ten Business days. If you would like to place an order, please contact me at ###-###-#### Extension ****. My available hours are Monday through Friday from 8 A.M. to 5 P.M.

Thank you,

******* ****,

Char-Broil, LLC.

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** *******


I guess I have no option now to spend more money on a NEW grill.  I will not put a band-aid on this one since I know due to the POOR quality I can just forsee more problems.  As I said before I am giving this girll to a non-profit which they will NEED to order the parts themselves so they can get some use out if it.  They will need the grease pan for sure which by the past letters wasnt even listed as one of the parts needed.    I would like to be able to give them the part numbers for the items they will need.  The sooner this thing is off my back patio the better I will start to feel since I feel sick that once again the consumer gets the shaft over a BAD product.  And as I see this grill isnt even offered on your site.  I can see why it isnt.

 

3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This involves Re: BBB Case Number *******.Complaint ID: ******* ******* **** from Charbroil was handling this issue. I only agreed to having replacement parts sent if they where the correct parts.The right side panel that was sent, was NOT an exact replacement,(I was repeatedly assured that the replacement right side panel would be an exact replacement for my original right side panel), for the original right side panel that I had needed.This was closed with out my knowledge. I was waiting until all the replacement parts came in. Charbroil sent some parts in error. I then had to wait some more to receive the correct ones.One particular part that was sent is NOT for my grill. I was told originally that the right side panel that I needed for my grill was no longer available. I was assured that the replacement right side panel that they wanted to send was an EXACT match for my original one. It is NOT!It does have attachment points on the bottom and side but that is it.There is no where to attach the inside rack.There is also supposed to be five holes and two slots to attach the right side door. With out these on the right side panel the right door can't be attached. If Char-broil had mentioned in the beginning that this panel wouldn't had match correctly with my grill, I NEVER would have accepted the parts. In that case, a new grill should have been sent. No parts should have been sent if the replacement right side panel wasn't an exact match.

Desired Settlement: They never should have sent any parts if the replacement right side panel wouldn't fit my grill. Charbroil needs to send a right side panel that actually is made for my grill! They should have sent a replacement grill.With ALL the pre-drilled holes and the two slots for the door to be attached. If that is not available, then a replacement grill needs to be sent. I have right now, a partially assembled grill; because of the incorrect right side panel sent!

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case Number *******.  We would like to express our sincere apologies for the problems Mr. ***** has experienced.

 Mr. ***** has failed to provide a date sales receipt which is one of the requirements to receive warranty services.

We have made several attempts to assist Mr. ***** with his grill and shipped numerous parts to him at no charge as a courtesy.  We feel we have gone over and beyond his limited warranty. 

Mr. ***** reported to me that he received a set of 4 flame tamers that did not go to his unit and that he did not receive his burners.  We have found this was a shipping error and corrected the order. We shipped these burners to him at no charge and expressed the parts to him 2nd Day Delivery at our expense because we made the error.   Mr. ***** kept pushing for more parts to be replaced at no charge. We have stated in several emails that we will no longer send more parts to him at no cost.  We provide a price quote for the part and he declined to place the order.  

 We’re sorry the replacement right panel that we sent did not work for him. The right side panel has been discontinued.  We had originally offered a rebate of $279.00  toward the purchase of a new Char-Broil branded grill that can be purchased from a local retail store such as Lowe’s, Wal-Mart, The Home Depot, etc.  This offer is our final offer and will remain open for 10 Days.  If Mr. ***** would like to take advantage of this offer, please contact me at ###-###-#### Extension ****. My available hours are Monday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time.

 Thank you,

******* ****

Char-Broil, LLC.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** *****


 

 Charbroil makes it seem like i was asking for parts for no reason. Their grill was defective, plain and simple! The more the grill was looked at the more damage could be seen.

Charbroil sent me 38 parts as they where all defective/damaged with excessive rusting. No parts at all should have been sent if Charbroil knowingly sent me a right side panel that DOESNT fit my grill. Charbroil has obviously mislead me when they stated that the replacement right side panel was an exact replacement for my original one that was needed.

What does charbroils apology for sending a part that they know doesnt fit my grill do for me? 

Saying sorry that "it didn't work for me" is insulting. That part sent was not compatible with my grill!

The part they sent is missing 1 pre drilled hole for an inside rack AND 5 pre drilled holes and two slots to hang the right side door. With out these the right side door is unable to be hung on. i didnt agree for the parts to be sent knowing that one wasnt for my grill. I never would have agreed to the parts. 

As far as charbroils statement that i didnt provide a dated sales receipt; THAT IS A COMPLETE LIE! I absolutely sent  charbroil a copy of my receipt. When i get home from work today i could look up spe ifically when it was sent. 

Charbroil NEVER should have offered OR sent parts when they knew that one of them DID NOT GO TO MY GRILL. 

Plain and simple, i was grossly mislead and lied to.

Charbroil needs to send the correct right side panel and if one can not be found then a replacement grill comparable to mine needs to be sent.

thank you.

2/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the Char-broil commercial series grill, model#********* on 11-04-09. There has been rust starting on this grill shortly after purchase. The rust started on the inside and eventually has now spread to virtually every part. I had a grill cover purchased from Char-broil. There is not just rust on this grill, but also rusted holes. When you open the grill, the top part of the box is rusting apart in layers. Words can not properly describe the amount and level of rust on my grill.When I initially contacted Char-broil, I had told them I was requesting a replacement grill. I feel there is such an excessive amount of rust, from defective metals used.Char-broil in the beginning never once mentioned " but replacing grills is not a part of our warranty coverage".Instead they called and left a message asking for more information about my grill. I called shortly after they did, and for awhile, Char-broil was having phone issues. I wasn't able to reach anyone.Then I was reached thru e-mail. It was requested of me to send pictures of my grill and what, and how much was damaged. Again, no mention that, "but replacing grills is not a part of our warranty coverage".Finally, after the pictures where sent, I received an e-mail. Char-broil stated they would offer me25%off replacement parts. This grill is beyond repair. Then they offered me 35%. Again, 100% off would still not make this grill repairable. Virtually every piece has been, or is corroded with rust. This grill needs to be replaced. Unfortunately, Char-broil does not want to accept responsibility for the lack of quality in my grill. Instead they replied by stating, "Care and maintenance of a grill does go a long way towards prolonging the lifespan of a grill and its internal and external components."So, instead of actually helping me out, they are indirectly stating that I improperly cared for my grill? I used the cover that I purchased from Char-broil. This grill was defective for how fast and how much it rusted!

Desired Settlement: Instead of offering me %off replacement parts and grill cleaner; I should be offered a replacement grill.No person should have a grill that can't stay rust free for no longer than a short period after purchase. If Char-broil offered every part that I needed, for free/free shipping, it still wouldn't make sense. I need virtually every piece including hardware, to be replaced.This grill is beyond repair and needs to be replaced.

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case Number *******-***** *****. We would like to express our sincere apologies for the problems Mr. ***** experienced with his grill.

 Please find attached copy of the Limited Warranty Policy for the Grill Mr. ***** had purchased.  We received the requested images of his grill and have determined his grill is not a product defect.  Manufacturer warranty covers replacement parts and these parts are available that would restore his grill. The majority of the parts Mr. ***** needed are no longer covered under warranty.  We have tried to work with Mr. ***** by offering parts at a 25% discount that were not covered under warranty. Due to Mr. ***** rebuttal, we extended the offer to 35% and agreed to send the firebox, cooking grates and the cooking grate housing trays at no charge. We have also agreed to waive Shipping and Handling cost. 

We truly value Mr. ***** as a Char-Broil customer and would like to send the following part to him at no charge: Item 80007528-Firebox, G516-0500-W1-Bottom Shelf, G516-0067-W1-Lower Back Panel, G516-0300-W1-Cart Left Side Panel, 3482121-Cooking Grates, 3485532-Housing for cooking grates, G516-0014-W1- Cart Upper Back Panel, 80007555-Hardware Pack, G515-2200-W1-Burners, and item G520-A000-W1 Cart Right side panel. We will waive Shipping and Handling fees.  If Mr. ***** would like to take advantage of our offer, please contact me at ###-###-#### Extension 7502. My available hours are Monday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time.

Thank you,

******* ****

Char-Broil, LLC.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not entirely resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** *****


 

 Below is a copy of an e-mail that I sent to Charbroil 3 days ago. I have not yet  received a response.

When I did receive Charbroils offer via the BBB I went out to look again at my grill.

It definitely needs the parts offered by Charbroil, and the following;

Left Side Shelf G516-0700-W1

Right Side Shelf G516-0600-W1

Heat Shield For Tank - Model 80007562

UFC Mounted Temperature Gauge - Model G516-0008-W1 (x4)  These are quite rusted/damaged at the ends

Electrode With Wire & Collector Box - Model G515-0014-W1 (x4)

4-Burner Grill Refresher Kit Model # 8597532- this contains the flame tamers and the gas carry over tubes, which are all rusted on my grill.

Hose Valve Regulator Assembly - Model 80017663 - I am not sure if this piece is attached to the grill by rivets or not. This would be up to Charbroil to describe to me.

As much as I sincerely appreciate Charbroils effort with this problem grill of mine and their investment in parts that they wish to send out; it would be foolish for me to spend that amount of time and not repair all the rusted out pieces.

There are only a few more pieces, in addition to what Charbroil has already offered that I would need to properly repair my grill.

I don't understand the following;

If Charbroil has determined that my grill's many premature rusted pieces are not defects, are they saying that their grills only last a short time?

For convenience, I have enclosed the pictures and descriptions of each one, that I had originally sent out 3 days ago to Charbroil in response to their BBB offer.

Thank you for your time,

***** *****

Hello *******,

Thank you for responding with Charbroil's offer.

I do have a few questions and that is why I am responding this way first.

The firebox when I purchased the grill was already preassembled at the factory. The only thing that I had to do was connect it to the proper pieces.

From reading on Charbroils website, the firebox part is, in effect, and empty shell. Some of the parts that are connected to it are done so with rivets and not something that I have access to.

The firebox, when purchased had the following parts already preassembled

Hose Valve Regulator Assembly - Model 80017663

Carryover Tube With Cotter Pin - Model G516-0006-W1

Main Burner For Firebox - Model G515-2200-W1 (x4)  was already discussed

UFC Mounted Temperature Gauge - Model G516-0008-W1 (x4)  These are quite rusted/damaged at the ends

Electrode With Wire & Collector Box - Model G515-0014-W1 (x4)

I believe that is all of the pieces that where connected to the firebox itself.

Inside the Firebox, connecting the main burners are the gas carryover tubes. On my particular grill there are three. I tried to take a picture to show the rust. I am unable to get a clear enough picture showing the rust on the inside of these carryover tubes.

I saw Commercial Series Infrared  4-Burner Grill Refresher Kit Model # 8597532. This particular item contained the grates and housings as you mentioned. Though it also contained the necessary gas carryover tubes and the Flame Tamer's that need to be replaced as well.

I have attached some pictures to further show the following damage.

Left Side Shelf G516-0700-W1

Right Side Shelf G516-0600-W1

Both have more than surface rust as the pictures show and would have to be replaced as well.

I did want to confirm that there would be 4 each of both of  the following items;

3482121-Cooking Grates

3485532-Housing for cooking grates

G515-2200-W1-Burners

The following item also has far more than just surface rust and would need to be replaced.

Heat Shield For Tank - Model 80007562

The following is a description of each picture;

Picture 1 - 048.jpg - Heat Shield For Tank - Model 80007562 this shows how corroded this is.

Picture 2 - 042.jpg - Right Side Shelf - Model G516-0600-W1 this shows the rust and how the material is starting to bubble

Picture 3 - 043.jpg - Left Side Shelf - Model G516-0700-W1 this shows the rust and how the material is also starting to bubble and flake

Picture 4 - 044.jpg - this shows the main burners in the grill. this also shows the carry over tubes, (3) that are rusting

Picture 5 - 046.jpg - in  between the firebox and the heat shield for tank is this black part. This was connected to the firebox by rivets. This has since rusted apart/off. I am not sure if this particular part is part of the firebox or something that is additional. Either way, this is connected by rivets.

I sincerely appreciate Charbroils effort and investment in the parts that you want to send.

The reason I have detailed as much as possible the additional damage is this;

The amount of time to properly repair this grill is substantial. It would be a waste of time if not everything was properly replaced.

The list would have been shorter to detail what I didn't need from the parts list.

If you have any other questions please let me know.

Thank you again,

***** *****

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case Number *******-***** *****. We have corresponded with Mr. ***** several times and reached resolution.  We informed Mr. ***** that only his main burners are covered under his limited warranty.  

Due to the number of parts needed and the difficulty of removing parts that may become seized together, we offered a rebate of $279.00 towards the purchase of a new Char-Broil Grill. We suggest the purchase of a new unit. The rebate offer would remain open for one year for Mr. ***** to purchase a new Char-Broil grill.  Advised the new unit will come with a new warranty.   

We have expressed on several occasions that the parts we are sending will not come with any type of warranty coverage. We have expressed no more parts will be sent at no cost and if parts are damaged during the removal and installation process, we would not replace those parts at no cost.

Mr. ***** refused the rebate offer and requested for the parts to be sent to him. We have agreed to send the repair parts at no cost and waived Shipping and Handling.  We request for the case to be closed. Mr. ***** order number is *******. Please allow 7 to 10 Business Days for delivery.

Thank you,

******* Hall

Char-Broil, LLC. 

2/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a char broil grill about a year and a half ago, I also bought a mat for underneath and an all weather cover even tho I live in a mild climate, (TN). It has since rusted very rapidly and the welds have broke on the legs! When I called they asked me to send pics before deciding what to do so I complied. There final decision was to offer me 15% off a new set of legs! Why would I let them make even more money off of me when there product is falling apart? There is a lot of similar complaints online.

Desired Settlement: I just wanted to be treated fairly! I am in the car business and if I treated my clients like this I would have no repeat business!

Business Response:

Dear Mrs. *********,

Hi, I am writing in regards to Case Number *******-***** *******. We would like to express our sincere apologies for the problems Mr. ******* has experienced. We requested images of his grill in order for us to determine what parts were needed for replacement.   

Manufacturer’s warranty for the grill Mr. ******* purchased is for a period of one year on all parts. Please find enclosed a copy of the limited warranty. The date of purchase we have on record is 7-1-12. Mr. *******’s limited warranty has expired. 

  If this information is incorrect, please send us a copy of your sales receipt or some form of proof of purchase. We would accept a copy of a bank statement (Credit Card Statements, Canceled Check, etc.).  Please blacken out private information such as credit card numbers, balances, account numbers, and etc.  We would gladly review Mr. *******’s claim.

We would like to recommend some of our products that will help protect the grill and prevent rust through.  We offer a commercial strength grill cleaner that will cut grease and carbon build up.  Grill cleaner and a grill brush can be used on interior and exterior surfaces of the grill. Please do not use the grill cleaner around graphic areas such as the control panel.  We also offer high temperature grill paint that can be used to touch up areas on the exterior of the grill. If surface rust starts to develop, use a light grade of sand paper to remove surface rust. Wipe sanded areas clean and clean area with a mixture of water and vinegar.  Wipe area with a dry cloth and spray sanded areas with the high temperature grill paint. Please allow the paint to dry to 24 hours.  Never paint the interior of the grill.

 We are willing to work with Mr. *******, we had offered 15% discount off all repair parts.  The parts that were included were the left and right cart, and bottom shelf.  These parts came to a total of $ 64.57 with the 15% discount. Mr. ******* declined the offer.

 Reviewing the images Mr. ******* submitted; the firebox was not included in the initial price quote. We truly value Mr. ******* as a Char-Broil customer and are willing to offer these parts (left and Right Side Cart and Bottom Shelf) including the firebox for $60.15. We will gladly waive Shipping and Handling cost. If Mr. ******* would like to take advantage of our offer, please contact me at ###-###-#### Extension ****. My available hours are Monday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time.

Thank you,

******* ****

Char-Broil, LLC. 

1/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased one of their 700 Series offset smokers. While assembling it I could not help but notice some manufacturing defects. A dent in the cover and seriously warped cooking grates. I filed a complaint about the grates before ever firing up the smoker for the first time and they did replace the grates. I let the dent slide as it would not impact how the thing cooks.I noticed at the first use that the paint began to blister off the fire box, and I did not immediately complain about it. I live in an area that is in a historic and record breaking drought. It has rained only once at my home side I purchased this smoker in Late July 2013. When not in use the smoker was grill covered with a cover I purchased from them.When I finally got around to complaining about the defective paint job on the fire box it was 5 months after purchase not realizing there was only a 3-month warranty or I would have complained sooner.Their first attempt to weasel out of replacing the defective manufacturing/painting was to suggest I must have done something wrong like I used a petroleum based starter for my charcoals and that produced extreme heat causing the paint to blister.I responded by saying I have never used anything like that. I start my coals in one of those aluminum chimney-like charcoal starters that uses three pieces of newspaper in the bottom to get the coals going. I would then put the coals in the firebox and cook using real wood, not charcoal.The immoral response was they were not going to do the right thing and replace the firebox because it was out of warranty and it was only a cosmetic defect.I have come to believe these people are devoid of honor, integrity or morality after reading many of the complaints about their lack of customer service posted on ripoffreport.com.I believe if anyone buys their products they need to BE PREPARED TO BE RIPPED OFF THE SAME WAY I WAS. You will get defective equipment that will likely not perform the way it should and then they will blame you for their lousy products.

Desired Settlement: I expect them to replace the defectively painted firebox. They offered to sell me the replacement parts, which I thought was highly insulting, unjustified and devoid of integrity

Business Response:

Dear Ms. *********,

Hi, I am writing in reference to BBB-Case Number *******-****** ****. We would like to express our sincere apologies for the problems Mr. **** has experienced with his smoker. We have reviewed the images of his unit and his correspondence.  When we were contacted about the firebox, Mr. **** warranty has expired. We discussed the terms of his limited warranty and advised “Rust” is not covered under warranty and that it’s a cosmetic issue; as it did not affect the performance of the unit.  We tried working with Mr. **** by offering the firebox and lid at a 50% discount. Mr. **** refused our offer. We received a threatening email from Mr. ****.

We contacted Mr. **** this afternoon and agreed to replace the firebox and lid at no cost even though these parts are not defective.  These replacement parts will not have warranty coverage. We recommended to properly season his grill as mentioned in the Owner’s manual. In the event rust spots starts to develop, Mr. ****’s Owner’s Manual suggested coating the inside of the grill with a light coating of vegetable oil. Exterior finish of the grill will require touch up and suggest touching up with a high temperature grill paint.

Mr. **** order will arrive within 7 to 10 Business Days. If you have any questions or need further assistance, please contact me at ###-###-#### Extension ****.

Thank you,

******* ****

Char-Broil, LLC. 

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ****


 

 

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: defective gas control valve.....caused fire....melted part of control valvecompany refuses to accept return of defective part.they insist on digital photos of damage......i don't own any digital photo devices...and have know idea how to send photos via the internetthe grill has only been used 6 or 8 times since purchase this summer...never even got thru one tank of propane.....visual inspection would easily indicate the part is new and obviously defective at melted control

Desired Settlement: replace gas control valve for burners on charbroilgrill model ********* serial G***************the problem is obvious and straight forward....replacement of a defective part should not be an issue.

Business Response:

Dear Mrs. Constable,

I am writing in reference to BBB case *******.  The type of fire that was experienced by Mr. ********** was not due to a defect in the Hose, Valve, Regulator.  Based on the information provided by Mr. ********** the fire he experienced apperas to be a venturi fire.  This is casued when the burner(s) become obstructed and block appropriate gas and air flow.  It is very important to routienly remove, inspect, and clean the burners especially if the grill has been sitting for a period of time.  We also strongly suggest leak testing the grill prior to each use to ensure that it is in a safe and functioning state.  Information regarding venturi fires and leak testing can be found in the products assembly manual.

We sincerely value Mr. ********** as a Char-Broil customer and have replaced the requested Hose, Valve, Regulator and control knob at no charge as a customer courtesy on order *******.  The requested parts should arrive within 7-10 business days.  If you have any questions or need further assistance please feel free to contact me at ###-###-####.  Thank you.

Sincerely,

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

Char-Broil LLC

11/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: October 24, 2013Dear Sirs,I was the proud owner of a Char-Broil Electric Patio Caddie model number ******** Serial Number ******** until the unit malfunctioned and started to FRY THE THERMOSTAT UNIT.I telephoned the customer service number and was told since the unit was out of the three (3) month warranty timeframe I was on my own. When Thermostat malfunctioned I took it into an appliance repair shop and once they dismantled the unit they discovered it had a MANUFACTURING DEFECT which totally FRIED the inside of the Thermostat melting all the wires and part of the plastic housing surrounding the Thermostat. I telephoned ###-###-#### and was informed since the unit was no longing under warranty and they had not issued any recalls, I was on my own. I asked to speak to a Supervisor and was put on hold for six minutes until the original gentleman returned and informed me the Supervisor was not available to take my call but we could negotiate a purchase at a reduced price. I asked for the telephone number of the Headquarters and was informed they didn't know the telephone number. At this point I agreed to purchase a new Thermostat and mentioned I would be calling the Headquarters. While investigating for the telephone number I came across the website for the BBB and desired to file a complaint.Thank you for your consideration. I still believe Char-Broil has a great product however, I personally feel they should revamp their customer service department and enable the agents to make qualified and thoughtful decisions which shall keep their customers loyal and satisfied.Best regards,** ** *******

Desired Settlement: October 24, 2013Dear Sirs,I would like to think Char-Broil is the type of company that wants to keep customers coming back and therefore will do what they feel is necessary to make certain I remain a "valued" and loyal consumer.I would be pleased if they reversed the charges for the replacement parts I ordered and would not be opposed to receiving a brand new granite colored unit for my time and efforts to handle this matter.Regards,** ** *******

Business Response:

Dear Mrs. *********,

Hi, I am writing in referece to BBB Case Number *******.  We would like to express our sincere apologies for the problems Mr. ******* has experienced with his grill.

The model number show this is an older unit that was manufacturered around 2006 or 2007.  We require a copy of a sales receipt to properly register the grill and if the

product is still under warranty we would gladly send it out at no charge.  We do not have a copy of his sales receipt on file. As a courtesy we have processed a credit in the

amount of $34.99 to Mr. *******'s Visa Credit Card.  Reference order *******.  

Thank you,

******* ****

Char-Broil, LLC.

 

 

 

11/7/2013 Problems with Product/Service
10/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Char-Broil 27.5 inch Barrel Grill (Style/Model CBBA-2750/S) and Smoker Box from Target. When I went to assemble the grill I found that the lid and bottom barrel were incorrectly manufactured. The lid was manufactured incorrectly because the tabs for the hinges were put on the wrong side. This was noticed because the Char-Broil logo, holes for the handle, and hole for the thermometer were on the same side as the hinge tabs. This prevents the lid from actually opening when fully assembled. I also noticed that the location of the bushings in the bottom barrel were on the incorrect side because, when fully assembled with smoker box, the smoker box should be on the right side of the grill and the rack should be on the left (mine is the opposite). When I got to this point, I stopped assembling the grill because I knew it was incorrect. I contacted Char-Broil with my complaint. After 7 days of communicating with Char-Broil they informed me that they do not manufacture this grill, that just their logo is placed on it. They said I needed to contact a company called VDG to rectify the problem, as VDG actually manufactures the grill. When I contacted VDG they said they stock spare parts for everything but the lid and bottom barrel. They suggested I return it to Target for an exchanged. I purchased this grill towards the end of the season, so I when I contacted Target, they said they had none to exchange with. I then contacted VDG again who offered me a full refund as they cannot get spare lids and barrels from their Chinese supplier, but no further compensation. I then contacted Char-Broil again with my dissatisfaction, who said that VDG offered a better compensation than Char-Broil would. Char-Broil said they were never refund money for a defective product, but would only replace defective parts, and since they don't actually manufacture this grill they cannot do that. I believe that since Char-Broil's logo is on the grill they should stand by their product.

Desired Settlement: I would like a comparable barrel grill with smoker box in exchange for my defective one. It does not have to be the exact style/model, just something comparable. For all the time and effort I have put into trying to get this resolved, I don't just want a refund from VDG or from Target, I want a comparable grill for the money I paid to be able to use.

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case Number *******- ****** ********.  We would like to express our sincere apologies for the problems Mr. ******** has experienced with his grill. The unit Mr. ******** purchased was manufactured and distributed by a company that is a licensed manufacturer called VDG. VDG is a market leader in manufacturing both indoor and outdoor consumer goods.

We’re sorry we are unable to provide assistance. We do not carry parts or provide warranty services for this company.  Please call ###-###-#### or *************************** .

VDG, INC.
606 Washington Ave. N. Suite 300 | Minneapolis, MN 55401

Thank you,

******* ****

Char-Broil, LLC.

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case Number *******- ****** ******** We have fully read the complaint submitted by Mr. ********. We have contacted the company that manufactured his unit and found they have refunded Mr. ******** for the price of the grill on September 11, 2013.  So that Mr. ******** can continue to use his grill, they also sent a replacement grill lid at no cost to him.

We request for the case to be closed as we have expressed the grill Mr. ******** purchased was not manufactured by our company and we do not provide product support for this unit. The grill was manufactured by a license company that takes full responsibility for the product.  

Thank you,

******* ****

Char-Broil, LLC.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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


 

 I do not accept this response from Char-Broil.  If their logo is placed on a product and the company that actually manufacturers the product is unable to satisfy the customer, then Char-Broil needs to step up to the plate and do the right thing.

I wrote a letter to the CEO of Char-Broil (** **** ****) and got an email back stating that they do not provide support for this product.  My next steps are to leave negative feedback on Char-Broil's Facebook page.

9/20/2013 Billing/Collection Issues
8/30/2013 Problems with Product/Service
8/19/2013 Guarantee/Warranty Issues
8/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered replacement grill grates form their website and was told the item was on backorder and that they would arrive the first part of June. so I felt waiting one month was ok. When the item did not come within that timeframe I called back to be told it would be another month. I called again to cancel my order sine I could get another part to work just as well much sooner. July 15th I receive an e-mail saying my parts have been shipped!! I called and was told they would check my phone call. Called me back and said they have no record of my cancellation call and that I will be responsible for restock and shipping fee. How convenient for them!

Desired Settlement: I wish to send cancelled item back to them without restocking or shipping fee.

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case# *******-******* ******.  We would like to express our sincere apologies for the problems that Mr. ****** experienced with his order.   After Mr. ****** received his grates we were notified that he had canceled his order and was provided a return authorization number.  With the return authorization number Mr. ****** would be able to return the grates but would be responsible for sending them to us. 

We would like for the case to be closed as we have processed a full credit to Mr. ******’s credit card. He may keep the cooking grates that he received.

If you have any questions or need further assistance, please let us know.

Thank you,

Mylinda Hall

Char-Broil, LLC.

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case Number *******-******* ******.  We are truly sorry there was such a mix up with Mr. ******’s order. We are not requesting the grates he received to be returned. We have processed a full refund to Mr. ******’s Visa Card ending with ****.  There will no restocking fees, and no return of the merchandise. Mr. ****** may keep the grates he received.

 We have issued a credit in full amount of $70.44 on July 29, 2013. The credit has to be processed by Mr. ******’s issuing bank and then posted to his account.  Depending on Mr. ******’s bank the processing may take up to 48 to 72 hours.  For the credit to appear on Mr. ******’s credit card statements, it may take up to 3 billing cycles.  If the credit has not been received, we recommend for Mr. ****** to contact his issuing bank. 

If you have any questions or need further assistance, please let me know. I may be reached at ###-###-#### Extension ****.  My available hours are Monday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time.

Thank you,

******* ****

Char-Broil, LLC.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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


 

 I have not received a credit to my account.. 

 

8/12/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Char-broil grill on 8/27/2012. from Stoneberry. A few months after my purchase the cooling rack started to jam the cover and kept dropping with my food on. So I removed it by January of 2013 the cover was not closing right and the screws started popping off. I contacted the company in February of 2013 and the replaced the cover and hardware by May the cooling again started to jam up the cover by again I removed it in June I was cooking steaks and hamburger when i notice a lot of heat was coming off the grill I went to open it and the handle burnt me because it was so hot. I shut the grill off try to lift cover the screws on one side popped off causing the cover to cover off half way. All my food was burning up and the grill got so hot I couldn't even do anything except wait for it to cool down. I contacted the company again and told this grill is bad I sent pictures of what happen and there response was it was a grease fire which was not the case. I try to explain to them this grill was just bad it heated up beyond what it should have and burnt and they more or less called my a liar saying I caused this and they weren't going to cover this. This grill has given me nothing but trouble and has burned me and food and they could have cared less.

Desired Settlement: This was my 3 grill with this company I have never had a problem with there products this was a faulty grill and they don't want to make good on it . I now have a grill that is broken and I don't have the money to replace it because I am disable and live on fixed income

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case #*******-******* *****.  We would like to express our sincere apologies for the inconvenience and problems Ms. ***** experienced with her grill.  We have spoken with Ms. ***** and offered to replace the parts that would restore her grill to the original condition. Ms. ***** accepted our offer. Ms. ***** order number is *******, please allow 7 to 10 Business Days for delivery.

If you have any questions or need further assistance, please let me know.

Thank you,

******* ****

Char-Broil, LLC.

8/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My grill control knob caught on fire which in turn burned the grill as well as damaging her internal grill parts. We caught this before, it caught the house and our table outdoors on fire.

Desired Settlement: refund or replacement of grill, it is no longer working.

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case Number *******- ****** *******.  We would like to express our sincere apologies for the problems Mrs. ******* has experienced with her grill.  We requested images of her grill to assist us with accessing the damage and to confirm ownership.  We reviewed those images and listened to the phone conversations that took place. 

Unfortunately grill fires can happen and there are typically two reasons why they do occur.
One is what is known as a flashback, venturi, or spider fire.
These are all the same. This type fire occurs when there is a blockage in the burner or the venturi tube that connects the burner to the valves. Blockages may be caused from food particles, grease or most commonly, insect nests. Insects, primarily spiders will build nest in the burners and this will keep the gas from flowing properly through the burners. The gas will come back through the burner tubes and valves and cause fire to exit from the control panel area and the control knobs. This can happen on brand new grills. To prevent this type fire, burners must be removed and cleaned out regularly.

The other type of fire is what is known as a grease fire.
Grease fires occur when there is a build up of grease inside of the grill. The grease can ignite into a ball of flames and even when the gas is turned off, a grease fire can still burn very intense. The regulator will not allow enough gas to flow to the grill go cause this type of fire, but rather the presence of an accelerant such as grease.
To prevent these types of fires, the interior of the grill must be cleaned regularly and a gas grill should never be left unattended.

From the description Mrs. ******* gave us and with the images, this appears to be a flashback, venturi , or spider blockage is the type fire that incurred.

I am sorry, but Char-Broil does not warranty your grill against grill fires as these are maintenance issues and are not in the control of the manufacturer.

Mrs. ******* has brought to our attention that she is aware of her gas line leaking and stated she has fires there all the time. We do not recommend continue use of this grill until the Valve, Hose, Regulator Assembly has been replaced.

Please find enclosed information regarding the Limited Warranty, Testing for Leaks, How to prevent spider blockages and other safety precautions taken from the Owner’s Manual for Mrs. ******* grill. 

We offered Mrs. ******* a 10% discount off the price of the Valve, Hose and Regulator Assembly and the control knob. We truly value Mrs. ******* as a Char-Broil customer and are willing to waive all Shipping and Handling fees and honor the 10% discount.  If Mrs. ******* would like to take advantage of our offer, please contact me at ###-###-####, Extension ****. My available hours are Monday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time.

Thank you,

******* ****

Business Response:

Dear Mrs. *********,

HI, I am writing in reference to BBB Case Number-******* ****** *******.  We have a recorded conversation where we advised Mrs. ******* that we have replacement parts available and offered 10% discount off the price of these parts.  We did not advise her to throw the grill away.  We reassured her we can send her replacement parts that would restore her grill.  She declined the offer for parts and stated that she will purchase another brand.

We request for this case to be closed.

Thank you,

******* ****

Char-Broil, LLC.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It looks like they are not going to do anything with this case. Even though I was advised to throw this away from the tech. Thanks for your help. I do not recommend this brand or company.

Regards,

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


 

 

8/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Around June 29th my wife and I purchased a Char Broil grill. Since then we have attempted to put it together with no success. We have been in contact with Char Broil with no success or resolution to the problem. We have made it to step 4 and been stuck there since June 30. They have emailed suggestions to which we tried and the grill still can not be put together. The grill head is nearly 20 inches wide but the base itself is only 18.5 inches. We loosened the screws as suggested which did allow more manipulation of the side posts, however, the bottom line is the grill head is too wide to fit on the base. My wife called Char Broil on July 12 and during that conversation she explained to the rep that her and her daughter did exactly what they asked (loosen the screws, lift with 2 people and place on all 4 posts at the same time). My wife also asked to be called not emailed once the rep talked to the engineers. Instead of a phone call we received another email asking us to do exactly what my wife already stated she did. To appease the company, we again loosened the screws and together attempted to place the grill head on the posts. Once again no success. We replied to their email asking them to call, we even stated that their idiotic suggestions are getting old as they keep repeating the same suggestion. You cannot make a 20 inch part fit in an area designed for 18.5 inches. We also said if resolution could not be found with them then we had no choice but to contact the BBB. This is frustrating. My wife called Char Broil on July 19. A representative said that someone would call us probably within a hour. Here it is July 22 and still no returned call. Because they do not seem concerned with truly assisting us in getting our grill to work, we have no choice but to pursue resolution through you. We like the grill, we just want to be able to get past assembly step 4 so that we can use it!! Our case # with Char Broil is #******. Can you please help us get this resolved??

Desired Settlement: Since the grill head had a dent it in upon removing from box and it is obvious the two parts do not fit together, we would like a replacement grill (exact model) or a new grill head head that actually fits on the base.

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case *******- ***** *****. We would like to express our sincere apologies for the problems Mr. ***** experienced with his grill.  We request for this case to be closed as we have expressed the replacement parts that forms the cart at no cost. Mr. ***** has confirmed this morning that he received these parts, installed them and his grill is working fine.  Mr. ***** stated he thought his wife had called the BBB to have the case closed.  We request for this case to be closed. 

Thank you,

******* ****

Char-Broil, LLC

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****


 

 

7/31/2013 Problems with Product/Service
7/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a $300.00 grill at the beginning of summer 2012. In march 2013, I called the company's customer service dept. and ordered a grease pan because the one I had with the grill is all rusted. I tried placing an order but they asked that I call back in 4 weeks, the product was backordered. I called back at the end of April. 2013 to place the replacement pan and I was told to pay for it and as soon as the product is available, it will be shipped to me. I paid and waited. I called back June 5, 2013, I was told by the rep. that it will be available between June 6 to 10th and assured me that as soon as they get them in stock they will ship. I called back June 17, I was told it will be another 6 weeks before it may be available. This delay will cause me grief from not being able to use the grill all summer, without the grease tray, it will be impossible to grill any food. I asked if they can at least offer me a temporary replacement grill until they will have it in stock, and the rep. refused.This is not an acceptable answer from a huge company, it is very irresponsible and careless on their part.

Desired Settlement: I wish to get the grease pan I paid for now since I had waited so long. If it will not be available, I wish the company to accept fault and replace my grill that I can use

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case-#*******- **** ******. We would like to express our sincere apologies for the delay in shipping of the grease tray.  We received a shipment of the grease trays to fill orders but when they arrived, they did not pass our quality inspections.  We had to re-order causing the further delays.   

We will gladly waive all shipping and handling fees of this shipment and expedite the order when it arrives.  We have confirmed this product is scheduled to arrive next week.

Please accept our sincere apologies for the inconvenience this has caused. We truly value you as a Char-Broil customer.

Sincerely,

******* ****

Char-Broil, LLC.

7/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Can't buy OEM parts from Char-broil web site. My grill is only 4 years old

Desired Settlement: OEM part, replace grill. P.S.UNIVERSAL Parts don't fit correctly!

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case Number *******-***** ******.  Mr. ****** called seeking information about a heat tent but does not have a model number of his grill.  He provided us with a part number of ************ and requested measurements of this piece.  We provide measurements of 23-3/4"x5-1/8".  

 Without having a model number and more information about his grill, we can only suggest purchase of universal parts and accessories.  We requested images of his grill to help identify the unit being that no model number was provided but Mr. ****** opted to write to the Better Business Bureau instead.  If Mr. ****** would provide us the measurement of his cooking grate, the name on the Logo Plate and a picture of his grill, we will gladly research to see if we have original parts available. 

Mr. ****** may send the requested information and photos via email.  Please send them to *********************, please place my name in the subject line.  If Mr. ****** would like to send this information by mail, please send it to Char-Broil, Attn: *******, P.O. Box 1240, Columbus Ga. 31904. Once we have researched his information, we will contact Mr. ****** by telephone.

Thank you,

*******

Char-Broil, LLC.

7/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HiI bought a Char-Broil grill and withing a year it caught on fire. In Oct 2012 opened a case with manufacture and I was told it was a user error and I need to clean the burners. After long winter here in MN I took the grill apart and saw that burners were clean, no sight of grease either. Port holes were not blocked either. I paid $400 for this grill, but am not satisfied how Char-broil handled my issue. The based their judgement base on some pics that I sent to them upon request. Model - *********

Desired Settlement: I would like Char-Broil to replace my product with a similar item. I think that is fair enough.

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case # *******-****** ******.  We would like to express our sincere apologies for the problems Mr. ****** experienced with his grill.  We have spoken with Mr. ****** to discuss the reasons for the flashback/spider fires and ways to prevent them from happening.

We truly value Mr. ****** as a Char-Broil customer and agreed to replace parts that will get his grill back in working order.  Mr. ****** order (Order Number *******) for replacement parts will arrive within 7 to 10 Business Days for delivery.

Thank you,

******* ****

Char-Broil, LLC.

7/16/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order #******* on April 21st, 2013 and I have yet to receive one of the items from this order, which would be the "Cast Iron Smoker Box", SKU #*******, $15.99. As mentioned I already received two items that were included in this order, Gear Trax Tool Hook Bar (set of 2)- ******* and Gear Trax Condiment Basket - *******.I inquired the status of the Cast Iron Smoker Box on numerous occasions, May 10th 2013 case #******, ****** and ******. Also on June 7th 2013 case #******.Below is what there response was each time that I inquired the whereabouts of my item.----------------------------------ORIGINAL MESSAGE-------------------------------------"Dear Mr. Baltikas, Thank you for contacting the Grill Service Center. We certainly apologize for the extended shipping time on this APO order. Unfortunately, with the "Standard Shipping" option that was selected, it is not as efficient as APO shipping. However, this order is set to be received 6/11/2013 and the following will be the link for the tracking information:https://www.fedex.com/fedextrack/?cntry_code=us&tab=1&tracknums=******************60&clienttype=wtrk We appreciate your business, if you have any further questions you may contact us by either visiting www.charbroil.com or by phone at ###-###-####. Our hours of operation are 8 am to 6 pm EST Monday through Friday and 10 am to 3 pm EST on Saturdays.Sincerely,Andy"------------------------------------END OF MESSAGE------------------------------------They also stated in another email that, because it was shipped to an APO address that it was out of their hands and in the military shipping hands and basically there was nothing they can do for me. That was by a *****, a Char-Broil Grill Service Specialist at their customer service center.I sincerely hope that this can be resolved and it's a shame that internet businesses like this turn their cheek the other way when a crisis or problem arises.Your assistance regarding this matter is greatly appreciated

Desired Settlement: I would like my merchandise but if they can't deliver, like they've already showed, then I want a refund.

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case #-******* ******* ********. We would like to express our sincere apologies for the problems Mr. ******** experienced with his order.

I correspond with Mr. ******** via email to explain how his order was shipped by Federal Express Smart Post and advised that we show record of his order being delivered to the Military Base on June 3rd.  I have asked if the package he received was ripped or torn in any way and asked if he would like for me to reship the smoker box or process a refund. This morning I received a response from Mr. ******** requesting a refund.  We processed a credit to his Visa card in the amount of $17.99.  This amount includes the price of the smoker box $15.99 and $2.00 for the difference in Shipping and Handling.  

Whenever a credit is issued it can sometimes take up to thirty days to appear on your credit card statement. However, the credit should be posted to your account within 72 hours. 

If you have any questions or need further assistance, please let me know.

Thank you,

******* ****,

Char-Broil, LLC.

7/16/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is more than delivery problems. It also involves the product. I need a replacement part for the grease tray. Part # ************. I originally bought my grill from Sears in November of 2011. It had to be assembled, so therefore it wasn't put together or used till Spring of 2012. I used the grill for the season of 2012, cleaned after each use and kept out of the weather with the grill cover for the unit. At the end of the fall the grill was cleaned and put in the garage for winter storage not covered with the removable fabric cover. Upon taking the grill out of the garage in April of 2013 the grease pan completely crumbled to pieces. I called Sears and ordered the replacement part on 4-20-13. Received by this date, numerous emails that the part is back ordered with no expected ship date. I then contacted Charbroil on 5-20-13 and ordered the part direct. I was told the part was in stock and made to pay for the part in advance due to the fact they did not like the expiration date on my CC and it would be shipped to me on 6-10-13. To only start receiving emails that it was also on back order and no guarantee when it would be in their warehouse. I called today and spoke to a supervisor that cannot give me any positive feedback on my "paid for part" either. I inquired on manufacturing location and was told CHINA! Although they have the "total grill package" in stock, but will not open a box and ship me my part and replace that one at a later time. I have ask if I should just go buy another grill with no answers. I'm tired of the run around by both companies over a $30 part for a $600 worthless grill that can't be used. If they can't supply replacement parts for the product,I think it should be recalled and the whole unit be REPLACED by CHARBROIL as manufacture defective parts. Metal should not just crumble, unless there is a defect in the metal, workmanship or coating by the manufacture.

Desired Settlement: Total grill replaced of equal value. My model is #********* serial#********** ******. I will gladly box and ship this one I have back to them, it is useless to me.

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case Number *******-******** ******.  We would like to express our sincere apologies for the problems Ms. ****** experienced while ordering parts for her grill.  Ms. ******’s order had printed and was in warehouse status that generated a charge in the amount of $40.94. While the order was in warehouse status the part either was not available for shipping or may have been damaged creating the part to be flagged as out of stock.  We’re sorry the piece was not available for shipping and agree the charge should have been reversed.  We have processed a credit for the full amount to Ms. ******’s credit card.

We have confirmed the part is on its way to our company and expected to arrive the week of July 8th.   As a courtesy we will gladly waive all shipping expenses and ship the order 2nd Day Air as soon as it becomes available.  We sincerely apologize for the inconveniences this has caused.

Thank you,

*******

Char-Broil, LLC.  

7/16/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Place an order on May 31,2013 for a replacement Grease Tray - G********.W1 Order # *******and Paid $35.95 for FedEx-next day. On or about June 5,2013 i called customer Service to check on the order. The Female state it was on back order was schedule to arrive the week of June 10 and would be ship over night should have it by Friday June 14, 2013 at the lasted. still have not received it as of 06/18/2013. i placed a call again to customer service on 06/18/2013 Approx. 0930 Hours. the Female checked see what going on with this order to find out it is still back order to July 8, 2013. At that time i canceled the order. the grill was only 2 year old and was keep under a cover keep like new but the Grease tray roughed out. nice Grill if would had held up. it was the only part that went bad but can't get parts for it.Thanks You****** * ********

Desired Settlement: i would like some to get me the part now or replace the Grill. Thanks You ****** * ********

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case #*******-****** ********. We would like to express our sincere apologies for the delay in fulfilling Mr. ******** order. 

We understand how important this part is and confirmed the part he needs is scheduled to arrive the week of July 8th.  We offered to express the part to Mr. ******** for next day delivery at no additional as soon as his grease tray arrives. Mr. ******** did not accept our offer instead canceled his order stating he can purchase the part from another manufacturer. 

Without an order placed, when the grease tray arrives there will be no pending order to ship against.  We will gladly offer the grease tray at a discount price of $26.00 with no shipping and handling cost. As promised, we will gladly ship this item next day delivery as soon as it arrives.  If Mr. ******** would like to take advantage of our offer, please contact me at ###-###-#### Extension ****. My hours of operations are Monday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time.

Thank you,

******* ****

Char-Broil, LLC.

7/10/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I registered a 7 burner Char-Broil Classic **************** on April 22nd. I went to use it on May 28th and found out that the electronic ignition was not working. I made a warranty claim with Charbroil and received a response asking me to call. When I called they told me that the part was going to be 12.99 since it was past 30 days. This $350 grill should 12 month warranty. I am dissatisfied with the grill since it broke after only one month but even more dissatisfied with how the company handles its customer service.

Desired Settlement: I would like a replacement electronic ignition.

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case Number *******-****** ******.  We would like to express our sincere apologies for the misunderstanding concerning our warranty policy.  On April 14, 2013 Mr. ****** purchased his grill and contacted us on April 18th stating during the assembly of the unit he found a heat tent that was damaged. We assisted Mr. ****** in registering his grill and sent a replacement part at no charge under the terms of his limited warranty.  Being that the grill was brand new and had not been used, it would be unfair to bill Mr. ****** for shipping and handling fees as stated in his Limited Warranty policy found in his Owner’s Manual on page 15 (please see attachment). We replaced the part at no cost.

 A month later, we receive an email stating the ignitor assembly is not work. Being that the grill is over 30 days old, we placed an order and advised there would be shipping and handling of $8.95.  As stated previously stated, Mr. ***** would be responsible for Shipping and Handling fees as outlined in his Owner’s Manual.  However, we waived the Shipping and Handling fees as a courtesy. The replacement part was shipped June 14th under order number *******. The part is in transit under Federal Express tracking number *******************.

If you have any questions or need further assistance, please contact me at ###-###-#### Extension ****. My available hours are Monday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time.

Thank you,

******* ****

Char-Broil, LLC.

6/28/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We used our grill for two months and started to have problems. The flame was low and the ignitor then had went out. I bought a ignitor and a regulator to fix the flame flow and still had problems. I spent 2 days with working on this. The extra parts costed myself 40.00. Ignitor did work then regulator did not. I called Char broil and spoke to a women that was a wonderful help troubleshooting. Still no results. She told me she would see about getting my grill replaced and would call me back. I never heard back so one day later I called back. The lady I spoke to was very short with me on the phone and rude. She told me they do not replace grills that are broke. She said she could send me replacement parts. But then wouldnt because she thinks I am doing something wrong. I was going in circles with her about getting replacement parts and I had did everything they asked to trouble shoot. It ended with myself not getting anything...and a headache....oh and a non fixed grill. Why buy a brand that you dont have positive customer support and you are sitting with a 200.00 grill that cant be fixed or replaced.

Desired Settlement: I have replaced the parts and the first customer service lady thought something more was wrong with the grill and should be replaced. I have spent time , extra money to fix this and more time. I just would like a refund so my family and I can use our grill during family bonding time outside this summer. Thank You.

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case #*******- ******* ****. We would like to express our sincere apologies for the problems Mrs. **** has experienced.  Mrs. **** purchased parts locally to replace a part she felt was defective in order to use her grill.  Parts such as a Hose and Regulator through a local retailer are not model specific and may not work.  We recommend only factory approved valve, hose and regulator assembly to be used. 

We contacted Mrs. **** and discussed the issues she was having.  We went over all causes of low gas flow and stressed that most commonly it is a connection issue caused by malformed o-rings in tanks from a company that swaps out tanks. Informed that if it occurs again to try purchasing a new tank and having it filled.  We also stressed the importance of fully seating the regulator after hand tightening.

The parts Mrs. **** needs are covered under warranty.  Parts were ordered under Order Number *******. Please allow 7 to 10 Business Days for delivery.  We greatly appreciate Mrs. **** as a Char-Broil customer.  We will gladly provide any assistance she may need.

Thank you,

******* ****

Char-Broil, LLC.

6/26/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We have purchased a grill from this manufacturer the Char-Broil***-***-****Commercial Series to be exact. We store this item indoors during teh winter and cover it outside during teh summer. When we purchased this grill in 2004 it had a lifetime warranty and we were super excited and it did very well untill 2011 when we actually had to use the warranty for the first time. we had to replace the burner brace the grill grates the ignition system and the drip pan. Here it is summer of 2013 and back in the same position as the replacement parts have just been completely subpar instead of teh super nice grates we intitially had they have sent us the porcelain coated ones that pose a health hazard is it keeps breaking off into the food we were cooking. The drip pan has cracked and the burners have developed boiled out bopttoms that pose a serious fire risk as you try to light since the ignition system doesnt work. I have called in before about the ignition they sent me not working. I have only used the warranty 1 time in almost 10 years and then I call in and complain and feel like I was treated like a dirtbag due to complaining about the quality of the replacement parts and how they werent just revisions but plain out different items than what we purchased.

Desired Settlement: Would like the original pieces for this grill and not subpar equivalents that are obvious downgrades even in your own marketing material that came with this model or upgraded to a model that is of equal value. You offered a lifetime warranty and then pull a bait and switch on the parts is just incredible and if this how your going to do business as we move forward we will never use this company again.

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case Number- *******. We would like to express our sincere apologies for the problems Mr. ******** experienced.  We reached out to Mr. ******** on June 3rd. and placed a warranty order for his parts. The order was shipped on June 7th under order number *******.   

We’re truly sorry for the manner Mr. ******** was treated and coached our specialist.  We do not tolerate this kind of treatment and will be dealt with accordingly. We will continue to provide Mr. ******* with warranty support for the specified duration listed under the terms of his limited life time warranty.

Thank you,

******* ****

Char-Broil, LLC.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

 

__________________________________________________

The company did send me out the warranty parts I requested but my initial claim of bait switch still stands. They sent me the cheaper porcelain grates instead of the high end grates i had previously. They claim this is all they make now but these new grates chip and crack and are no where near the quality of the grates that they sold me a grill with a lifetime warranty on it.

6/3/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have a Char-Broil Grill that I bought last June at Aldi under the brand Range Master. I contacted customers service to get some replacement parts and I told them I can't find the receipt. I was told that a picture of the model and serial numbers should be sufficient and that they have done that in the past many times. Few days later, I was contacted by Char-Broil customer service and was told that without the receipt, they will not honor the warranty and that I have to pay for the parts All I need is some replacement parts for I a grill less than a year old. Char-Broil should stand behind their products and honor the warranty. I did email them the picture of the model and serial numbers.Here is the case number with C.S. ******

Desired Settlement: Either replace the grill or send me the replacement parts I requested. ThanksCase number: ******

Business Response: Good Afternoon,

I have reviewed our correspondence with Mr.******* and agree that we should have registered his grill with his serial number and completed his warranty claim.  We have reached out to Mr. *******i and place order number ******* for him on 5-17-13. His order shipped from our warehouse the same day.

Sincerely,
********

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** ********

 


 

 

5/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Charbroil (Big Easy) grill last November and was in the process of finding a new place to live so didnt assemble it. Finally moved and put it together In Feb and it would not turn-regulator was bad. Called charbroil and the gave me the run around about sales reciept which i finally got from the Home Shopping Network and sent that to them. They said it would take 4-6 weeks to get a regulator. I keep calling them and they still say its on back order. This grill cost 180.00 and has a twelve month warranty. Dont know what else to do here. Please help me.

Desired Settlement: Please send me a working regulator so that I can use my new grill. Thanks alot *****

Business Response:

Dear Mrs. *********,

Hi, I am writing in reference to BBB Case ******** ***** *****.  We would like to express our sincere apologies for the problems Mr. ***** is having with his unit. 

As the Manufacturer we require proof of purchase to register the consumer product so that we can provide warranty support.   We received Mr. ***** proof of purchase, register his product and place his warranty order.  The part Mr. ***** needs is currently out of stock. However, we will gladly ship the  as soon as it arrives to our warehouse.      

We truly value Mr. ***** as a Char-Broil customer and as a token of our appreciations we are including a table top gas grill item number ********* at no charge.  The Table Top Grill works with a one lb propane cylinder that can be purchased from a local retailer.  The grill is great for picnics and tailgating.

Please allow 7 Business Days for delivery (Order Number ********).  

If you have any questions or need further assistance, please contact us at ###-###-####.  

Thank you,

******* ****

Char-Broil, LLC.

 

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