Complaints

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

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  Dansons

  8877 N Gainey Center Dr Scottsdale, AZ 85258-2108

• 

  Dansons

  3411 N 5th Ave #500 Phoenix, AZ 85013

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

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pit boss five burner grill in December 2024. It is now July ******************************** several areas. The grill is located on a screened in covered patio and has never been exposed to rain or the elements. I contacted customer service and showed them the areas of rust. I spent over an hour on the phone with them just to be told Rust isnt covered and then I was out of luck. This is a very expensive grill and within seven months of owning it is basically ruined

  Business Response

  Date: 07/30/2025

  Hello,
  
  We were able to connect with the customer and provide a resolution. Please keep an eye out for a follow-up email with tracking information for your parts once it becomes available.
  
  Thank you,
  
  ***** *.

  Customer Answer

  Date: 07/30/2025

  
  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,
  
  *** *****
  
   
  

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have owned 2 pitboss grills and a pit boss vertical smoker. One or my grills worked like a charm. I upgaraded to a bigger grill because my family grew I have so many issues getting my grill to reach a cooking temperature. It takes me 3 hours to cook simple meal Ive called support and have replaced parts and no luck. They try to tell me different methods to start up than what is instructed in the manuals and they never work. I cant even enjoy cooking with these because its more work than using a charcoal grill. Ive tried different methods that they provide and the same outcome. Ive use many different brands of pellets to see if that works and nothing. My vertical smokers works at low temps. You go any higher than 300 degrees and it throws and error code. Ive replaced parts on that as well. Both totaling over $1000 and the dont even work as they should. I feel like Ive been suckered in. *** had customer service tickets open for both of my items. I just wish they would buy them back from me and Ill go back to charcoal because this is like cooking on a campfire that you cant get going. These are supposed to be so easy but end up being so complex

  Business Response

  Date: 07/24/2025

  Hello,

  We have contacted the customer and are working towards a resolution with them.

  Thank you,

  ****

• Initial Complaint

  Date:07/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***************** 1000 Onyx edition from ******* in June. The product is not offered in any store or for pickup and must be shipped. When the item finally arrived the delivery driver dumped the box and pallet under a downspout during a rainstorm. Because of this, the box was completely destroyed. Thankfully the smoker was mostly intact and worked once assembled except the lid was scratched. Much of the black paint was scuffed and removed down to bare metal. The inserts in the box said not to return and not to contact the retailer but to contact customer service with any issues. I trusted the company would make it right so I finished assumbly and even did the warm up smoke process to season the smoker. After confirming the item worked I contacted customer service. Unfortunately they told me they dont do anything in these cases. There is no lid replacement option. Instead they offered to send me instructions on how to make it look better and offered to send me some spices. What a slap in the face. You spend $700 on an item, it arrives damaged and as a gesture (their words, not mine) they offer to send me some spices. Give me a break.

  Business Response

  Date: 07/09/2025

  Hello,
  
  We attempted to contact the customer a few times and have been unsuccessful. We have emailed the customer directly to schedule a callback and provide a resolution. 
  
  Thank you,
  
  ***** *. 

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **Subject:** Ongoing Defect in Smoker Purchased Request for Replacement Unit Dear Pit Boss Customer Service,I am writing to formally express my deep dissatisfaction with a smoker I purchased from your company in May 2023, which has proven to be consistently defective. Since my purchase, I have had to replace the display screen **three times**, with the first replacement occurring as early as **August 2023**. Each time, the screen malfunctions after a few months of use, rendering the unit difficult or impossible to operate.Despite repeated exchanges of the display screen, the root issue clearly remains unresolved. This product has shown signs of being faulty from the start, and the ongoing inconvenience has caused significant frustration. To make matters worse, my interactions with your customer service team have been equally disappointing. Rather than offering meaningful solutions, I was offered a **single spice** as compensation for the **two hours** it takes to replace the defective part each timean offer I found both inadequate and insulting, considering the **/$700** I spent on this smoker.I am no longer willing to accept patchwork fixes that fail to solve the underlying problem. At this point, I am formally requesting a **replacement smoker unit**, not another display screen. Continuing to replace parts every few months is unreasonable and unacceptable for a premium product of this cost.Please escalate this matter to the appropriate department and respond promptly with a resolution. If this issue is not resolved satisfactorily, I will be forced to pursue further action, including reporting this matter to the consumer financial protection Bureau and sharing my experience publicly.Sincerely,****** ***** ******************** ************ ***********************

  Business Response

  Date: 06/16/2025

  Good morning,

  We have contacted the customer and are working towards a resolution for them.

  We have also advised them, should they need any further assistance, to reach out to us directly.

  Thank you,

  ****

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Dansons Pit Boss Vertical 4 Pro Series 2 Wood Pellet Smoker from Lowes for $528.94 on 19 May 2025 it was delivered Saturday 24 May 2025. Completed pellet prime and cook off procedure before first use. First use was 7pm 24 May 2025 until 11am 25 may 2025 and unit malfunctioned throughout, shutting off intermittently, wireless app function disconnecting as soon as walking away from grill, even over WiFi, temperature dropping and spiking -/+ 100 degrees F for no apparent reason. 2nd use 31 May 2025 at 8am two hours in the pellet auger feed went into locked over drive and created a fire hazard by igniting a pellet basin full of pellets with a constant feed (I have video/pictures). Contacted pit boss customer service at ***** to return, said Lowes had to contact them directly for return authorization #. Called Lowes at 128pm they said they can only get the with # from me, called pit boss support number again Lowes knows better than that but the product material says specifically NOT to return it to a store. Told me they do warranties not returns but the return policy is on their website. I cant even get the return process started with either company because of an infinite loop they created between themselves. I need to have my $528.94 returned - this product is unsafe and defective in several ways.

  Business Response

  Date: 06/05/2025

  Hello,

  We attempted to reach out to the customer but were unable to reach them. We did leave a voicemail and follow up email for further assistance should the cx require it.

  Thank you,

  ****

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a pit boss smoker that is less than a year old. My husband got it for Fathers Day last year in 2024. It stopped working and pit boss has a five-year warranty guarantee so I contacted them. They told me they would send the part out and I would receive it.Three weeks went by. I called again because I have not received the part. They told me that they never sent it out. I asked themto overnight apart because I need it for this weekend. I was told no but well order a part. Dont know when itll get there. Ive given them two chances to send me the part I need and they will not give it to me. We paid $499 for a smoker that wont work and they will not give us the part to fix it

  Business Response

  Date: 06/04/2025

  Hello, 
  
  We have contacted the customer and provided tracking for their order. If there is anything else Pit Boss can assist with moving forward, please let us know! 
  
  Thank you, 
  
  ***** *. 

  Customer Answer

  Date: 06/05/2025

  I have not received my product and its been almost a month since I called. It wasnt here in time for what I needed it for in the first place. 
  when they contact me, they said it was mailed out and theyre new to the ordering system. Thats why the mess up happened.

  Business Response

  Date: 06/10/2025

  Hello,  
    
  This order was delivered on June 5th. If you need any further assistance or help with installation, please feel free to let us know!  
    
  Thank you,  
     
  ***** *.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were provided a copperhead series 7 Pitboss vertical smoker from your corporate office because our previous Pitboss platinum kept having motherboard issues. We spent a lot of money on this grill and Now this one also has a motherboard issue. Can you please send us a new motherboard?( control unit) We will install it . Its series 7 model PBV7P1. I have emailed Pitboss April 19 2025 without a response. This is the second grill weve had issues with, 4th issue with corporate complaints, and would like you to repair it or replace it. Thank you

  Business Response

  Date: 07/01/2025

  Hello,

  
  

  We have tried to reach the customer twice without receiving a response. We have also sent an email to them directly to arrange a callback and discuss a resolution. Please reply to us directly with your preferred time for a callback, and we will do our best to accommodate it!

  
  

  Thank you,  

  
  ***** *.

  Customer Answer

  Date: 07/02/2025

  
  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,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against Pit Boss Grills I purchased a Pit Boss smoker approximately 1.5 to 2 years ago and was extremely excited about the investment. Unfortunately, since the very beginning, the smoker has been plagued with issues and has been a constant source of ************** their credit, Pit Boss customer service has been responsive and has sent multiple replacement parts, including four control boards and a new igniter. Despite their efforts, the smoker continues to display the same error codes and remains non-functional. Each attempted fix has failed to resolve the core ******** this point, I have not been able to use my smoker for approximately six months, and I am incredibly disappointed. I made this purchase expecting it to last for several years, as previous smokers Ive owned have done without any problems. Instead, this unit has spent more time out of commission than operational.I am now respectfully requesting that Pit Boss replace this defective unit entirely, rather than continuing to send individual replacement parts that do not resolve the problem. I am even willing to accept a smaller smoker as a replacement, as I no longer have the funds to purchase a new one on my own.Please help facilitate a fair resolution. I simply want a working product that lives up to the expectations set by the ******** brand. I have several health issues and it is a struggle to have to flip this smoker over on its side as I no longer have the strength that I had when I purchased this item. Please help me

  Business Response

  Date: 05/28/2025

  Hello,
  
  We have contacted the customer and provided a resolution. Please keep an eye on your email, as tracking information for your part will be provided soon. If there is anything else we can assist you with, feel free to reach out to us directly!
  
  Thank you,
  
  *****

  Customer Answer

  Date: 07/18/2025

  **To Whom It May Concern,** I am writing to formally file a complaint regarding the Pit Boss Sportsman smoker I purchased. Since owning this product, I have experienced **nothing but ongoing issues** that have made it virtually unusable. To date, I have replaced the control board **three separate times**, along with the heat probe and additional parts provided by your support team. Despite all these replacements, the smoker continues to malfunction. The only part I haven't yet replaced is the motor itself, and frankly, it feels like Ive been forced to rebuild the unit piece by piece just to make it work. This is **unacceptable for a product of this price and supposed quality**. I have a full email trail showing my repeated efforts to work with Pit Boss to resolve these issues, but I am still left with a smoker that has been broken more than it has functioned. I have also spoken to my bank and I am still within the window to **dispute the charge**, should this matter remain unresolved. **At this point, I am not asking for a refund. I am simply asking for a smoker that works.** I would gladly accept a full replacement of the current unit or even a smaller smoker model, as long as it is functional and reliable. I purchased this product in good faith and just want what I paid for. Please respond to this complaint with a resolution that ensures I receive a fully working smoker.
  

  Business Response

  Date: 07/19/2025

  Hello,
  
  We have contacted the customer, and provided a resolution. Please let us know if you need any further assistance! 
  
  Thank you, 
  
  ***** *. 

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a grill for myself at Christmas 2024 . Grill has already needed igniter and control switched out , by me . Well now grill is messing up again and they want me to keep working/ troubleshooting this piece of junk . I spent over $500 on this smoker and until this grill loved their products

  Business Response

  Date: 05/21/2025

  Hello, 

  We have attempted to contact the customer but have been unable to reach them.

  We have sent a follow up email and left a voicemail should they need any further assistance.

  Thank you,

  ****

  Customer Answer

  Date: 05/21/2025

   
  

   

  This is what I sent them .

  You called the right number ************ is my number. I have my phone set up to forward any unknown number. I tried calling directly back and it was the same phone procedure that I have to be on hold forever, so I just hung up because I was at work and not in a position to be on hold for 20 minutes to talk about this **** again. Not to mention I get a little excited when Im frustrated and prefer email so you cant use that against me . I cant cut you off this way and my tone is monitored by the words I type not your perceived judgment. Honestly I dont wanna be upset at work all day in the hot sun because your just gonna run me around and have me repairing your product for 3rd time in 5 months. Its always been over $100 good on it when it happens, it stopped less than a month in the 1st it stopped working mid cook at my daughters birthday and now . Thank god its broken now instead of this coming holiday weekend. I really dont see how yall really expect to just keep dealing with this . Like I said this the 3rd one Ive purchased and this one is garbage. 

  Business Response

  Date: 05/26/2025

  Good afternoon,

  We supplied the necessary parts that will fix the issue.

  Should the customer require further assistance we have advised them to contact us directly so that we can work towards a resolution.

  Thank you,

  ****

  Customer Answer

  Date: 05/30/2025

  If this grill goes down one more time im gonna be very upset. I did not pay $500 + to play grill mechanic. I know as a service tech my company charges $185 pr hr for me to work. So what I get paid for having to fix this grill for the 3rd time now ? What about the times it stopped working mid cook on$100+ worth of food on it . What about it not working on my daughters birthday? Yeah these lil parts I have to replace that went bad in first 3 months and now the 3 repair within 5mths . Pitiful honestly! But lets see if 3rd times a charm , ok . If this dont work or only works for a month, I want all my money and cost of labor plus food loss and mental distress.

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased smoker 2 years ago. 5 year warantee. its now rusting to pieces, and when contacted for parts, pitboss does not have replacement parts and im told to go by=uy them myself if i can find them. otherwise this smoker is useless.

  Customer Answer

  Date: 05/13/2025

  ************************************************************************; here is the 5 year warrantee for ******* smokers.   Dansons carries a five (5) year warranty against defects and workmanship on all parts, and five (5) year on electrical components. Dansons warrants that all part(s) are free of defects in material and workmanship, for the length of use and ownership of the original purchaser. Warranty does not cover damage from wear and tear, such as scratches, dents, dings, chips, or minor cosmetic cracks. These aesthetic changes of the grill do not affect its performance. Repair or replacement of any part does not extend past the limited warranty beyond the five (5) year from date of purchase.
  
  
  
  During the term of the warranty, Dansons' obligation shall be limited to furnishing a replacement for defective and/or failed components. As long as it is within the warranty period, Dansons' will not charge for repair or replacement for parts returned, freight prepaid, if the part(s) are found by Dansons' to be defective upon examination. Dansons' shall not be liable for transportation charges, labor costs, or export duties. Except as provided in these conditions of warranty, repair or replacement of parts in the manner and for the period of time mentioned heretofore shall constitute the fulfillment of all direct and derivate liabilities and obligations from Dansons to you.
  
  
  
  
  

  Business Response

  Date: 06/12/2025

  As per our phone conversation, we do not have this customer in our database. This consumer lives in *************, so I believe this was sent to BBQ Bills in error. Please let me know the outcome.

   

  Thank you.

   

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

  Business Response

  Date: 07/05/2025

  Hello,  
    
  We have tried to reach the customer a few times but have been unsuccessful. We have directly emailed them to arrange a callback and offer a resolution.  
    
  Thank you,
  
  ***** *.