Complaintsforrecteq

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’ve purchased many products from this company including their grills. The last grill that I purchased was dented in multiple spots upon unpacking the delivery. The grill is also missing parts. I’ve contact Rec Teq customer service and have been dealing with a Bobby A***** This issue has been going on for over 2 months. Bobby is not helping at all and all he keeps telling me is that he’s working on a resolution. Going on 3 months and still no resolution or a solution to my problem.

  Business response

  06/28/2023

  ********
  
  Thank you for taking the time to reach out to our team and I apologize that you feel your situation has not been properly handled. I see that your grill was originally purchased in ******* of 2022. In most cases, we have a 30-day return window where we will accept a return on an imperfect or malfunctioning product. Upon unboxing, we typically give the customer a couple of options, 1) replacement of the unit OR 2) potentially working with the imperfect unit while our team sends out a "make right" for any inconveniences. From my understanding, our team has already replaced your hopper lid and has just shipped a secondary order with the brackets that are needed to complete the lid. In addition to this, I see where Bobby took care of a sear kit on us for you to enjoy with your grill. While I certainly wish that things had transpired differently, it does not change the fact that I feel our team is handling this situation to the best of our ability. Unfortunately we are not in a situation where a replacement unit could be offered. 
  
  The secondary package should have some tracking information provided to your email - feel free to follow up to this message if you have any concerns.
  
  Kind Regards,
  David H. 
  Customer Service Coordinator 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an RT380 smoker ****** *** **** for $480.41 from Rec Teq. I received the smoker ********* 2022. The first time I used the smoker was in ******** 2022. I had the smoker set at 225 degrees and noticed it seemed hotter than 225. I turned it down further at which time the grill caught fire. I called Rec Teq in ********, after the holidays, and explained that the smoker gets so hot I can't use it to cook. Even when set at 225 the heat goes up to 475. Req Tec suggested I check out my setting. This did not work. I called back ***** *, 2023 and was walked through the settings and everything was set properly. The smoker still was not working. I called back ***** **, 2023 and was told it was the pellets I was using and Rec Tec sent me new pellets. This did not work. ***** *, 2023 I called again and let them know the new pellets did not work. Rec Teq said I needed a new controller and sent me one. I installed it ***** ** and the smoker still has the issue. I have called several times since ***** ** and at this time Rec Tec is not returning my calls. I purchased this smoker because of the Rec Teq reputation and did not expect to be treated this way when I clearly received a defective smoker.

  Business response

  06/05/2023

  ***********,
  
  I appreciate your time on the phone this afternoon. I am glad that we were able to come to a resolution that suits you and I sincerely apologize that things did not work out as intended.
  
  Thank you in advance for your patience and understanding while we get this resolved. 
  
  ***** **  ******* **** 

  Customer response

  06/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will return the smoker and look for a refund back.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  New smoker purchased *****23. This smoker was assembled wrong from the factory. After going back and forth. With Tham for 3 days thay wanted me to take this thing apart and fix it. Who to say that nothing else goes wrong. I am not a tech I have spent hours with emails/phone call /video's/pictures. Let alone the amount of time I have wasted on this. So thay want me to disassemble this smoker and send it Back well it is model bfg 2500 which took 2 hours to do after I had to call for assembled information. At this point I'm not doing anything to the smoker. I tried working out a deal. I told Tham I would disassemble and try to fix it But i want a refund for the smoker / also I told Tham to pick it up and send me a new one. Nope just send it back. I also asked to have my ticket moved to management nope. Told me thay will say the same as him. I wish I could attached my email thred.

  Business response

  05/02/2023

  ****,
  
  Thank you for taking the time to reach out to our team and provide feedback on what seems like a situation that could have been handled better. 
  
  First off, I would just like to apologize that things have not gone smoothly with your new *******. In a situation like this, we can offer a few solutions. The first would be that we could replace your unit in its entirety and you could return the imperfect unit to us. Another option would be to open up the side-wall of the grill and adjust where the hydraulic lid shock's hardware sits. The third would be to return the grill and we would issue you a full refund for your purchase. If you ended up deciding to make an adjustment to the hardware holding the lid-shock, our team would be happy to compensate you in some way for the elbow grease put in. 
  
  My main goal is to get you grilling on and enjoying your recteq. If you would like for me to contact you by phone I would be more than happy to. 
  
  David H. 
  recteq, llc. 
  
  

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’ve had ongoing issues with my smoker grill since early when I bought it in the spring of 2021. I called about it, not heating up properly and shutting down due to error codes. They sent me a replacement igniter which fixed the error codes but still the grill has never got up to temperature and held temperature higher than 300°.It also takes a lot time to get to temperature. I’ve tried calling in to troubleshoot other times and spent a lot of time on the phone asking for a replacement grill or a refund. The company has not met my request and continues to want me to troubleshoot. Last week, my igniter went out again. I truly just want to be happy with my Recteq grill and be an advocate for the company but my experience has made it extremely difficult.

  Business response

  02/03/2023

  The issues described in the customer's complaint can be diagnosed and resolved by the customer working with one of our Customer Service Representatives. Customer has stated that he can't call in the middle of the day due to running a small business and family concerns. Our Call Center is open Monday-Friday from 9am - 7pm EST and on Saturday from 9am - 3pm EST. The Customer is in the ******* Time Zone so I would recommend he call our After Hours Number at ###-###-####.

  Our warranty states that during the term of the limited warranty, recteq, LLC’s obligation shall be limited to replacement of covered, failed components. Recteq will repair or replace parts returned to recteq, freight prepaid, if the part(s) are found by recteq to be defective upon examination.

  Our ultimate goal is for the Customer to enjoy his grill and we are more than happy to work with him to that end.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase a recteq *** ****** from this company in August 2022. The unit was defective in design and assembly. These defects allowed water into the unit which stopped the unit from working after 1 use. The company customer et service asked my to disassembly the unit, repair their faulty assembly and reassembly to make useable. I refused asking for replacement or repair at there cost. They refused to return or replace.

  Business response

  11/09/2022

  Business Response /* (1000, 8, 2022/10/26) */ ******************************************************************************************************************** I would just like to open with an apology, on behalf of the team here at recteq I am sorry that your experience did not go better. I do see that we have sent out a return authorization for the order in question and a refund has been issued via the payment method. This occurred on ******* according to our records. If I can help in any other way, I would love the opportunity to speak. Thank you for your time and consideration. Consumer Response /* (450, 12, 2022/11/04) */ Thanks ***** I did receive a refund from Reqtec but NOT on 9/26 as stated. It occurred on 10/26, just last week. Certainly your inquiry drove this company to issue a refund. Prior to your involvement, I had spoke with 5 people from recteq and spent about 8 hours in conversion with them over the past 3 months. They initial refused to take the faulty equipment back (asking me to conduct the needed repairs), agreed to accept it back but failed to set up a truck firm to pick it up, received it back but did not issue a refund and finally issued a refund based on this complaint.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a RecTec grill a couple of years ago and when I moved the grill was left outside without a cover and pellets left inside. The auger is now stuck and I contacted their support department on September *** 2022 asking about getting a replacement firebox and auger. They asked me to try multiple things to dislodge the auger. I tried drills, hammer drills, impact wrench, pipe wrench and hitting the auger with a hand sledge as well as a pry bar. Every time I reach out to tech support I have to email them twice before getting a response. I said I'm no longer interested in trying to free this auger since I dented the firebox. I just wanted to order a firebox and auger replacement. They responded with try using vice grips and that I mounted the horns wrong. The horns have nothing to do with the functioning of the unit. Can I get replacement parts or not?

  Business response

  11/04/2022

  Business Response /* (1000, 10, 2022/10/12) */ they have reached out to the consumer on several occasions but could not get the consumer to call back. When the pellets get wet they will not work and can jam up the auger. We have been trying to reach him to walk him through how to fix this. The auger is not going to fix the problem and a new air box is a very large chore. If he would reach out to us we could work something out with him. He can contact me and ask for Mr. Ashley B***** Consumer Response /* (3000, 12, 2022/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nobody ever tried to reach out to me by phone. They only responded back to me by e-mail prior to this case. I tried all their recommendations and none worked ultimately the pellet box is now bent. It is clear they don't want to support their product by supplying replacement parts. Since I don't want to was several more weeks trying to get parts I have now purchased a ********** I will just scrap their grill at this point. RecTec has been the worst customer service I have ever experienced and they censor their reviews which displays an inaccurate picture of their company.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ****************************** and paid $455. I received the grill a week or so later. We used the grill for about one month before the grill stopped working during a small family gathering we had. Very embarrassing to say the least! "Let's have a cookout!" NOT! We contacted the company and were told after troubleshooting, that the igniter was faulty. They said it was an easy fix and would send out a new igniter, which they indeed did. After watching a video on how to fix the igniter we realized we would have to go out and buy new tools to fix it, not to mention work with electrical wires! We reached out to recteq wanting to return the item since we are not comfortable messing with electrical wires and being very upset about spending $455 for a grill which worked for a month and which we've had for just 60 days! This is outrageous! The company just keeps stating that it is easy to 'fix' their faulty grill and that they have a 30 day return period. We are very unhappy that we have a non-working grill and that recteq requires customers to do their work.

  Business response

  08/19/2022

  Business Response /* (1000, 8, 2022/08/08) */ ******************************************************************************************************************** The part that was faulty was replaced & it is an easy replacement. That said, if the customer is unhappy with the product, I will contact her and offer a full refund. Consumer Response /* (2000, 10, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  July ***** 2021 purchased a recteq ******** grill and ****** ******* waited for notification from delivery company ******* stated monday delivery, then monday turned to a tuesday delivery, then tuesday ***** said Wed delivery...waited no call and no show again. tried to contact ***** and could not. Contacted recteq and they stated that ***** would try again Thursday. I told them theat we could not miss any more work waiting on something that would not show so they cancelled order. August *** they should have initiated refund but they wanted to wait until they received grill back. which I did not agree with but went along with it. they said they received grill on the **** of August and I still do not have my refund. They stated 1-3 days of receiving grill. This is day 3 and still no communication or refund

  Business response

  10/12/2021

  Business Response /* (1000, 5, 2021/08/13) */ Please accept our apologies for both the delivery issue and delay in refund. We will get your refund processed today and if you require anything else on our end then please dont hesitate to let us know.

*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. ↩