ComplaintsforGMG Products LLC

BBQ Supplies

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Initial Complaint
05/31/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased a "Ledge ***********************" grill about 2 years ago from BBQ galore on Clairemont Mesa Blvd in *********. I had trouble with the grill from the beginning. They did exchange the grill for a new one. But that grill has never worked properly either. I ended up having to replace the auger on that brand new exchange and had to do the work myself. The grill never starts as it should. I spoke with Green ******** Grill (GMG) several times about on going problems. BBQ galore would not offer any additional assistance. They could never offer much help. I got tired of trying to speak with them and I rarely used the grill due to it being so unrealable, but I spent a lot of money on it and kept it around. Last year I attempted to use it and opened the door once it was heated. A gush of flames came right out at my face. I've been afraid to use the grill again. It's been a year or so and I had a fresh blue fin tuna I wanted to smoke, so I gave it another go. It took me over an hour to get the grill to light. Once I did the smoke was so intense, I immediatly unplugged it. ***** continued to bellow out for over an hour! I believe there was a small fire inside the pellet container. I emptied the pellets and after 30 more minutes, the smoke stopped. I am deathly afraid to use this grill again. It's not safe and has rarely worked correctly. I called and emailed GMG today. They are closed for the next 4 days.Purchased at ******************** ************ Date of purchase September 6, 2023 (this is the exchange grill. 1st grill was in April)Warranty at ********** 30 days Warranty at GMG 3 years Purchase price $929
Business response
05/31/2024
We will have a technician take a look at it.
Best
GMG
Initial Complaint
05/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought the green mountain green and they have a warranty for the control panel for 3 years. I am well within the warranty and the control doesn't work which makes the grill not work. I have been in contact with the company but the keep telling me and others with the same issues that the panel is on back order. I have asked for a partial reimbursement to purchase a new one but the have declined. I would like a full refund if they are not stick to their warranty
Business response
05/14/2024
We are terribly sorry. We are waiting for these parts to come in. It should be filled on the next two weeks.

Best

GmG
Customer response
05/14/2024

Complaint: 21694823

I am rejecting this response because: I have been waiting multiple months for this part. I know several others that have been waiting as well. I want a refund on the grill

Sincerely,

***********************
Business response
05/15/2024
We will direct you to your dealer
Customer response
05/15/2024

Complaint: 21694823

I am rejecting this response because: The warranty is through the company. I want a refund from you.

Sincerely,

***********************
Business response
05/22/2024
We only deal with the dealer network.customer support can assist
Customer response
05/22/2024

Complaint: 21694823

I am rejecting this response because: stand by your warranty

Sincerely,

***********************
Initial Complaint
04/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased my DB prime new from a local dealer in the spring of 2020. For the first couple of years it was operating just fine than I started having inconsistent smokes. Kept getting spikes and lows in temperature. I have had to replace the igniter wire, power cord, temperature wire and control panel all in the past two years. So many meals have been ruined because of all these issues I really cant plan on using my GMG because its not dependable for me only after 2 good years of use. One reason I chose GMG is because of the feedback about their excellent customer service this unfortunately is not the case now. I will say that all the parts Ive had to replace I didnt have to pay one cent for I will give them that positive **** they have taken care of me from that standpoint, the negative is I have left several messages emails dont get responded to or they get responded to after several hours or even days. When you are trying to fix a grill you cant do that . I paid a premium price for this grill from a local dealer who is since went out of business, closed or retired. Now I have a grill that I believe was a lemon and cant use because no one can seem to help me get it fixed and theyve just dropped the ball on me with no assistance so I met a loss. I dont really know what to do at this point. *** asked them if they could possibly work with me on a new one, but I get no response. This is my fourth smoker so I kind of know what Im doing and none of the other ones had any issues like this specially in the short amount of time. I have tried explaining to support that nothing on this smoker has functioned correctly in forever my last two planned BBQs failed and really dont know what to do now. I hate to invest in another smoker but may mot have a choice. But other shoppers do so make sure and please read this before you make a decision on buying from a company like GMG
Business response
05/01/2024
Every pellet grill is a part away from operating successfully. This is why gmg has a parts warranty. We are happy to troubleshoot your unit with you. A representative will contact you.
Initial Complaint
04/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have a green mountain grill trek model. The grill is still under the manufacturer warranty. In January of 2024 my grill stopped heating up and would not hold a steady temperature. After working with their tech people I was sent a new temperature sensor in February and I installed it. This did not repair my grill. After playing phone tag with the tech line again the firmware was updated. After talking to the selling dealer it was decided that the control board needs to be replaced. After contacting GMG Tech line again they agreed that the controller needs to be replaced. But they say none are available and cant provide me a shipping date for this replacement part. As our last conversation I was told that it could be a month or two they didnt know. Since my grill has been unusable for going on 4 months with no idea when the part will be available and dont know for sure that it will fix it. I think that at this point GMG should just replace my grill under the warranty.
Business response
04/24/2024
We will have a control board for you soon.

Best

Gmg
Customer response
04/25/2024

Complaint: 21620098

I am rejecting this response because:
Soon is a vague term can we get a shipping date? Maybe a tracking number.
Sincerely,

*********************
Business response
04/30/2024
We have completed our test of the new board and we are sending out. You will recieve tracking within 48 hours
Customer response
04/30/2024

Complaint: 21620098

I am rejecting this response because:
I will wait to receive this part. Can you include installation instructions? And will the part need firmware update?? I dont want to play phone tag with your tech department. After installing the replacement part and testing the grill I will close this complaint.
Sincerely,

*********************
Business response
05/03/2024
This video follows the same methodology as the trek for changing the controller.

*******************************************
Customer response
05/03/2024

Complaint: 21620098

I am rejecting this response because:
I received the part that you sent me and tried to installed it as the video on your website showed. I was unable to install it as the part is different from the on in my the grill. I tried to call tech assistance and was unable to Talk to any one at your tech line. This has been going on since January. Can you please just replace my grill under the warranty
Sincerely,

*********************
Business response
05/10/2024
**********************************

Or *******************************

Can start a ticket

But we will call you and explain
Customer response
05/13/2024

Complaint: 21620098

I am rejecting this response because:
I talked to your tech on Friday and went through some grill adjustments we tested the grill. I then tested the grill on Saturday and again on Sunday still having problems. I emailed your tech on Sunday asking to be called. With no calls as of yet. Can we please just replace this grill this has been going on since January?
Sincerely,

*********************
Business response
05/15/2024
We will forward to support
Customer response
05/15/2024

Complaint: 21620098

I am rejecting this response because:
How long do we have to play this game?? Please just make this grill work. Or replace it. Or refund my money I bought this grill, a cover, the leg extensions, and the pizza oven and for 2 years used it 2-3 times a week and bragged about how great it was. Mamoral day is coming can we make this grill usable ????
Sincerely,

*********************
Business response
05/22/2024
We will continue to work with you through customer support. Two staff members have been working with you diligently to solve your issue.
Customer response
05/30/2024
This complaint should not be closed it is no closer to resolution then it was in February. Instead of replacing the grill under warranty they keep dragging it out. The grill is still not repaired.
Initial Complaint
04/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have had this Green *** pellet smoker for a few years now and there have been nothing but issues. I have never been able to consistently use the smoker. When I first purchased the smoker, it didnt work. I called support and they were helpful. The issue was the control panel. I purchased the model with wi-fi. They sent the non wi-if replacement because the other was on back order. I still havent received the wi-fi control panel. I have replaced 4 or 5 AC adapters and the outlet where the adapter plugs in. *** had to replace 2 igniters and currently have an igniter that doesnt work. I have tried contacting support and left a voicemail months ago that hasnt been responded to. I have been starting the grill manually, but its not very convenient to take everything out to ignite manually. Two days ago, I went to ignite manually and now the auger doesnt work. I have tried explaining to support that nothing on this particular smoker has functioned correctly. I have friends that have *** smokers with no issues at all. This is the only grill/smoker I have ever had issues with. Ive had a ***** grill for 17 years, a Primo ceramic grill for 10+, a Pit Barrel with no issues. I think I have worked on the *** more than cooked. I have purchased the pizza attachment that is still in the box because the smoker never works consistently enough. I would like to figure out a solution before I throw it away and just purchase another brand pellet smoker.
Business response
04/16/2024
Happy to get your dealer to take a look and see what's happening. Who is the dealer?
Initial Complaint
03/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The wheels disintegrated on my Green ******** grill a couple years after purchasing it. For the past year I've been in touch with Green ******** Grills trying to buy replacement wheels, and for the last year I've been told they are on "back order" and they can't provide any date when they will come in. I think it's misleading and unethical to sell a $1000 grill and not be able to provide simple replacement parts for it.
Business response
03/20/2024
We will look up your information and get back to you soon.
Best
GMG
Customer response
03/28/2024
The company responded they would "look into it and get back to me soon" however, I have never heard another word from them. They have never attempted to contact me, so you should not list this complaint as "closed" or "resolved" because it isn't. Thanks.
Business response
04/09/2024
We greatly apologize. You will get a response today.
Initial Complaint
03/01/2024
Complaint Type:
Product Issues
Status:
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.
We received a defective unit. We reported this it to the company as it was within warranty. Its been three years and the company has consistently refund to reimburse us for the grill or simple replace it with a working unit.
Business response
03/02/2024
We will get our cs department to call soon and find out which part is needed.
Best

Gmg
Customer response
03/02/2024

Complaint: 21373233

I am rejecting this response because:
The product we received is DEFECTIVE, it left warehouse drilled in an incorrect way. We have replaced four pieces and have spent two years trying to get this device to work properly. We have previously worked to determine the issues without resolution. We found the issue within warranty and given the timeframe and customer service response we will only be satisfied with a replacement with the working grill attached, a cash payment of the value of the grill or a company credit/ check refund of the original cost plus reimbursement for our time and repair costs.
This has been a terrible experience and Id also love to discuss my issues with the way the warranty claim was handled with ********************* the director as soon as possible.

Sincerely,

********************
Business response
03/13/2024
We are a parts only warranty and we have attempted to work with the customer and send parts. We have also proactively sent parts to the home as well. We would love the ability to help replace the proper parts on the unit.

Best

Gmg
Customer response
03/14/2024

Complaint: 21373233

I am rejecting this response because:
We were not even sent all the necessary parts for this repair as the shipping slip indicates that the parts are on a back order.
The customer service was hostile and in the course of the call said they normally would refer the customer back to the retailer for a replacement. We were convinced to do the repair rather than swap the whole unit and were told if the repair didnt work we could swap it later. It hasnt ever worked properly. It should have been exchanged as soon as the company realized it was defective as it left their distribution center drilled incorrectly. We have had to repair the defective product four times already. We are trying to be understanding but this is unacceptable. This product should be recalled if it isnt being produced correctly which clearly is was as there are records where the company acknowledges the parts were needed for the repairs while still in warranty.
Kindly reconsider sending a working grill or a refund given the issues reported.

Sincerely,

********************
Business response
03/20/2024
Gmg has a parts only warranty and any unit can be repaired. We have provided multiple *********** above and beyond.

Customer response
03/20/2024

Complaint: 21373233

I am rejecting this response because:

As I previously stated. This is a defective unit. It has never properly worked and should have not been sold in the condition we received from this company. Im see the *** isnt even making this item anymore so obviously they are aware of the many issues weve had with the unit.
Furthermore as this is a grill if the repairs are not done correctly this could be present a safety issue. The last time the repair didnt work the unit presented a fire hazard. If the company would prefer we take the risk and repair it will they be liable should anything happen as there are requesting we the customer make the repair. Should there be injury or a fire caused by the companys instruction will they be liable for future issues?
We have already fixed this unit four times and the company didnt even send all parts required for the repair as they are out of stock on the lighter needed to make this a working unit.
Id like to know how many of these units were sold to customers that were reported as defective?
For the cost of the unit I would expect to receive a working unit. The many issues were reported within warranty. If the company had initially informed us of their mistake in sending this out in its defective state we would have known the unit was this faulty and it we would have returned it, we would have received our money back or been able to purchases a different more reliable product such as a ******* grill which wouldnt have all these issues.
At one point in the service call we asked the customer service agent if we should just return it and they advised it was a minor repair which would be easier to fix rather than return and that if there were issues it would be covered under the warranty.
If this doesnt get resolved with the company then there should be further investigation into why these units are not working and a buyer should beware buying these products in the future.
We did extensive research before purchasing and had something like this been made public we would have gone with a different product.
I feel like we are being incredibly flexible given the defective unit issue that hasnt been resolved with the company in two years.
We are simply asking for a refund or a working unit and I do not understand why the company is in such opposition of providing their customers with a working product.
The customer service agent also said on the call that he wouldnt help us and that it should have been returned previously. I dont feel the company should get to choose who they honor the warranty with and as we are a family or color Im wondering if this is a reason why we have had so many issues in the company helping us.
Sincerely,

********************
Business response
03/28/2024
Gmg is a parts only warranty. We sent parts to repair this unit.
Initial Complaint
01/10/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have 2 GMG pellet smokers that neither heat up properly or maintain selected temperature, the only support I have found online asks general questions and does not allow you to ask specific questions, cannot get anyone on the phone for support
Business response
01/10/2024
We will get customer support to assist. Usually firmware updates , heatshield placement or pellet issues are present.
Initial Complaint
10/26/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to express my extreme dissatisfaction with my experience concerning a Green ******** Grill, which I purchased less than three years ago. The grill has encountered multiple issues, including three power outlet failures, a faulty auger motor, and problematic wiring. I have made numerous attempts to address these issues with Green ******** Grills, but my efforts have only resulted in vague and unhelpful responses.The most concerning problem revolves around the faulty wiring, which I have brought to the company's attention on three separate occasions. Unfortunately, I have not received any response or resolution regarding this critical safety concern. The grill is literally falling apart, making it both unsafe and unusable.I have invested significant time and effort in attempting to repair the grill, often having to replace parts that Green ******** Grills sent to me. This ongoing ordeal has caused immense frustration and wasted countless hours. Given the continuous problems and lack of support, I firmly believe that the only suitable resolution at this point is a replacement grill.I am urgently requesting a response from Green ******** Grills regarding the wiring issue. I insist on a prompt and satisfactory solution to ensure the safety of my family and property. Furthermore, I expect a replacement grill that is free from defects and operational issues. The current grill I have is simply a piece of junk that has caused me considerable distress and inconvenience.
Business response
11/05/2023
We have resolved this issue.

Best

Gmg
Customer response
11/05/2023

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.

Sincerely,

*****************************
Initial Complaint
10/25/2023
Complaint Type:
Product Issues
Status:
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.
My experience here was a very terrible one. After I had made my second deposit I was blocked out. Nothing I did worked. I was so frustrated and giving up on my money when Mrs. *********************** came to my rescue and helped me out with the issue. I would have been in a big mess if I had not met ****************************** HARPERJAMESPLATFORM G MAIL COM ) personal email them privately. I wish to recommend ***************** to anyone in recovery of loss. She saves me and I believe She can also save others who have run into loss.
Business response
10/26/2023
What is the issue?

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