Complaints

This profile includes complaints for Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller has 4 locations, listed below.

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  Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

  1 Masterbuilt Ct Columbus, GA 31907-1313

  
• 

  Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

  901 Fontaine Rd Phenix City, AL 36869-7806

  
• 

  Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

  5032 Milgen Ct Columbus, GA 31907-1311

  
• 

  Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

  2148 American Industrial Way Atlanta, GA 30341-2429

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:12/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Masterbuilt smoker from my local **** ***** on 11/18/24. Following the directions to season the smoker, I used to 11/23 and then on 11/28 and noticed bubbling. Assuming that it was from the meat that was cooked; I went to wipe and the interior paint peeled. I contacted Masterbuilt following their service protocol and was advised to peel the paint, reseason, and use a wire brush if it begins to rust. With less than 10 hours of use and a potential health risk with raw meat and peeling paint, I asked for a follow up. After two email with the escalation and a phone call, the team has been no responsive. I will try to return, but my concern is the health risk and I have other grill products that in years have never peeled. I am afraid to use the unit for health reasons.

  Business Response

  Date: 12/16/2024

  Thank you for reaching out. We are so sorry to hear you are experiencing this issue. I have reviewed your case, and I do see that you spoke with one of our outbound call representatives and they are sending you a replacement body kit. Your order is being processed for shipment. Once the order is assigned to the carrier you will be notified of the tracking information. For further assistance please do not hesitate to reach out in your support case.

  Customer Answer

  Date: 12/16/2024

  
  
  Better Business Bureau:
  
  
  Your engagement sparked the call that had been promised for more than a week. The follow up call occurred on Friday, and as of this email, I do not have confirmation of a tracking number to confirm shipment of the replacement item. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me; provided the item is received. 
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:12/06/2024

  Type:Product 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 bought this product online almost two weeks, 11/24. I asked for information regarding an estimated delivery date or shipping information. The company could not provide one. As such, I asked for a refund before the product as such since the company did not make the guaranteed promise “if ordered before December 9th will be delivered before Christmas”. The company refused to do a refund even though it does not go against their refund policy. The refund policy does not say anything about canceling an order before it has shipped.
  
  I’m the email below, they cited their Cancellation Policy which did not go to a legitimate webpage on their website.

  Business Response

  Date: 12/13/2024

  Hey *******,
  
  You initially reached out for a status on your order December 3rd and I see that the representative responded on December 4th letting you know that your order had not shipped yet but advised you the order should arrive before December 20th. On December 4th you replied requesting to cancel the order and the same day the representative responded stating that the order was unable to be cancelled due to the order being processed that same day. The cancelation policy on the website states that an order can be cancelled if the order has not been processed or shipped, which again was the reason we were unable to cancel the order. I apologize that you were unable to cancel your order but as the representative stated you can refuse the package and will be refunded once the returned shipment is received.
  

• Initial Complaint

  Date:11/04/2024

  Type:Product 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.

  There are definite design flaws and safety concerns with the model **** ************ ******* ********  Recently, I lit the grill, went into the house to gather up the food that I was preparing. When I returned to the griddle, there was flames coming out the vent holes on the front near the control knobs. I shut the valve on the propane tank, the fuel ceased to flow, although the wiring harness for the ignitors and the knobs continued to burn.
  
  After extinguishing the flames, the grill cooled down and I took the flat top off, revealing that a spider crawled in the gas supply tube. inside the tube, the spider laid eggs, blocking the flow, causing the gas to come out the front of the tube rather than through the distribution holes to heat the cast iron plate.
  
  I have made multiple attempts to contact the company via the contact us form on their website, I called the number provided by a leading search engine ************** which sent me to a recording stating to use the website. My wife and I both have tried to reach out on ******** as well, there has been no answer there as well.
  
  An acceptable resolution would be to get the parts to repair this, as well as potentially warning about this possibility. When I went to ******* (where I purchased), the salesmen on the floor thought it was crazy, as well as they agreed some simple screen around the air inlet would remedy this issue.
  
  I cannot find the knob and wiring harness, ignitor assembly anywhere for sale.

  Business Response

  Date: 11/06/2024

  Thank you for contacting Customer Support. We are sorry to hear you are experiencing this issue. I have reviewed your case and I do see that one of our specialists has reached out to you via email and needs to schedule to call with you to further assist you. Please make sure to direct all questions or concerns to the case so the assigned representative can continue to assist you through this process.

  Customer Answer

  Date: 11/14/2024

  I have heard from Char-Griller after they received your inquiry.   I provided photos and they have agreed to send the parts to me.  They are not in stock right now, I am awaiting further shipping information.
  

  Although the poor design is not being addressed, I was advised by the customer service rep to take the grill apart and check the gas tubes for obstruction.   Seems to be a lot of work, makes me wonder why I purchased their high end model.

  Thanks for inquiring on my behalf.

  Business Response

  Date: 11/14/2024

  Good afternoon,
  
  Thank you for reaching back out. We are happy to hear that replacements parts are being sent to correct the issues you are having. Please just make sure to keep the unit cleaned before and after each cook to prevent obstruction of the burner tubes. I have reviewed your order, and I do see that the hrv kit assembly shipped via *****, ************. As soon as the carrier has been assigned the delivery date will be added. Once the remaining parts are processed the tracking number will be provided to you. The sparker tips are on backorder but are expected to arrive early December. Please for shipment updates respond back to your support case. 
  
  Thank you

• Initial Complaint

  Date:10/01/2024

  Type:Product 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.

  Since purchasing a Konnected Joe from ********* in Feb 28th 2024, I have encountered the following problems:
  
  April 15, 2024 (Case# ******): Faulty AFS – part was replaced.
  May 10, 2024 (Case# *****7): Lower shell crumbled under the hinge – replacement part did not fit.
  May 14, 2024 (Case# ******): Blower fan was inoperative – part was replaced.
  Oct 02, 2024 (Case#******): The lower shell issue from May 10 remains unresolved. The correct part has been on backorder, and I have been informed that it will not be available until the end of October. As a result, my grill has been sitting in pieces on my garage floor for several months.
  
  Customer Service is almost non-existent and will only email. It takes days to get a response.
  
  I have asked for a refund or replacement grill as it is unreasonable to expect a customer to do this much maintenance on a new product due to faulty original and replacement parts. I have had the grill 218 days and have only been able to cook on it less than 8 times.

  Business Response

  Date: 10/01/2024

  Hello *****, we are sorry to hear that you have experienced functionality issues with your recently purchase Konnected Joe, however we appreciate that you brought this experience to our attention so it can be addressed. Regarding your request for a refund or exchange, we cannot proceed as this would need to be handled within the retailer. According to your information, this would be **** ***** as our manufacturer warranty issues replacement components based on diagnostics that consumer has provided. We have included a link that features our warranty terms and conditions for further reference. I do see that one or your replacement parts is currently on back order and will do our best to get that out to you as soon as available. With multiple delays with customs, and severe weather, we appreciate your patience during that time. For the inconvenience of the delay, we would be happy to offer you one of the following accessories. 

  Business Response

  Date: 10/03/2024

  Thank you. We are offering the Karbon Steel Griddle

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

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue is concerning the Masterbulit gravity fed 900 series smoker grill. I’ve owned the grill for less than an year and only use it a few times a month. I have now algae to file over three warranty claims on this unit. 3 different times it was the wire/ sensors that’s make the fan work. I had to replace them multiple times causing me to pull the grill apart to fix the issues. Now about a week ago the power button on the display has a hole all the way through it and I can’t even turn on the grill. This is totally unacceptable for a unit less than a year with not much use. I have reached out to the company asking for a full replacement or refund. I’m sick and tired every full months when I want to use the smoker and something doesn’t work. The company tells me that they can only send out parts to fix the warranty items. What happens as soon as this goes out of warranty? If it broke 4 times in less than a year, the second year will probably be more and I’ll be stuck trying to fix it.

  Business Response

  Date: 09/20/2024

  Good Morning,
  
  Thank you for reaching out. We are sorry to hear you are experiencing this issue. We have received your case and the correct information was provided. The manufacture warranty is for replacement parts only , we are more than happier to send a new controller and power cord  that will fix the issues you are inquiring . We noticed that there is not a grill registration for this unit and you have multiply cases with different model numbers. Can you please provide your purchase receipt from ****** and the model number located off the back of the unit and we would be more than happier to assist you with the replacement. Refunds and exchanges are only done through the retailer only. I have included the warranty link for your viewing.   

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

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 5050 Char-griller gas and charcoal grill grill from *******. They ordered me a new one because the floor model had a big dent/gap in the hood.I open the bx and my grill hood has the same exact big dent/gap in the hood and it will affect the cooking.I tried to put the frame together and it is missing the axle and hubcaps to attach the wheels.I am 76 years old and have back problems.This grill is heavy and the wheels are a must in my condition.I registered my grill and filed a complaint with char-griller.I sent pictures of the problems.I was sent a case #****** but that was seven days ago.No response from them and the phone goes to a voice mail and the mail box is full.I paid $449 for this grill. I see these is a common problem with char griller after doing some research.I am shocked because I thought they seemed to be a good company? I just want what I overpaid for on this purchase. I want a #2 hood replacement,axle for my wheels and hubcaps for my wheels.

  Business Response

  Date: 09/16/2024

  Thank you for contacting Customer Support. We are sorry to hear that you experienced a delay with replacement parts for the damaged order. We did receive case ****** and all the submitted pictures. We have placed order ****** for Top Half Charcoal Lid, Hub Cap x2, and Axle. Tracking will be provided to your email once the order is assigned by the carrier. A representative will respond with confirmation to your case. Please make sure to direct all questions or concerns to the case so the assigned representative can continue to assist you through this process. Again, we apologize for any inconvenience the delay may have caused and appreciate the opportunity to provide you with a resolution.

  Customer Answer

  Date: 09/16/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:08/26/2024

  Type:Customer Service 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 just want customer service, which is unavailable by phone (per vx) and drop-down menus on webform are non functional. my #**** grille uses a drawer catch, but there is no visible hole to mount it. thank you.

  Business Response

  Date: 08/26/2024

  Good afternoon, I reviewed case ****** and see that you requested a PDF or link of the manual. This was provided to you on this date, 8/22. The case was then completed as no further action was necessary. Are you requesting a phone call for another inquiry that is not for related to the manual? If so, I would be happy to schedule a call. Please respond to the case the best time and we can proceed. 

  Customer Answer

  Date: 08/28/2024

  agent from char-broil called and solved my problem completely 28Aug2024, couldn't have happened without your help, thank to all!

• Initial Complaint

  Date:08/19/2024

  Type:Product 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 bought a masterbuilt smoker, when I pulled everything out of the box there were no screws to assemble the unit. I contacted them through a chat on their website and twice they have sent what I don't need. This is the second unit I have purchased the first one was not heating up properly and returned it to the store for an exchange

  Business Response

  Date: 08/20/2024

  Hello *******,

  We appreciate that you brought this to our attention, and we are very sorry to hear that your most recent unit was missing parts and parts received were incorrect. We have reviewed case ****** and see a representative is assisting you with the issued. Please submit any requested information to the ****** so the assigned representative can offer continued support. We appreciate your patience during this process and hope you have an awesome day!

  Customer Support

• Initial Complaint

  Date:09/01/2023

  Type:Delivery 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.

  On *******23 I ordered 2 products online directly from the manufacturer website. The money was immediately taken out of my account and email confirmation of order and no shipping time. Now almost 2 weeks later still no shipping email or update. I have received several promotional emails but no more regarding my already paid for items. The past 4 days I have emailed, called and filed a case and has begged for someone to call me. I want my order cancelled and my money back but no one will contact me.

  Business Response

  Date: 09/01/2023

  Hello,

   

  We apologize for the delays. I was able to locate your case and I do see a representative has reached out. T the order has been cancelled and refunds are processed within 7-10 business days.  If further assistnace is needed please respond back to the support case. 

  
  Thank you,

• Initial Complaint

  Date:08/11/2023

  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 received a ****** *** ******* ** * **** **** ******* ****** ***** ********. The product description said it would fit the ****** *** model I have (the Classic ***** but it does not and I'm unable to use the product.
  
  I reached out to ****** ***** customer service on *****23 and received an automated message that someone would get back to me within 5 business days. I didn't hear back from anyone so I sent a follow-up message on ****  I have not received a reply to either message and ****** *** does not accept customer service calls over the phone. My customer service case number is *******

  Business Response

  Date: 08/11/2023

  Hello,

   

  We apologize for any inconvenience. I was able to locate your case, and I do see a representative is assisting you with this matter.  Please reply back to the support case, for further assistance.

   

  Thank you,