I had a issue with my grill on 3/They said the waranteed part was out of stock but expected in two weeks they would ship it same day recievedA month later they stated it was on backorder but they would be shipping it asap and after installing it send the old part back for inspectionStopped answering the phonesGot a email with a return label on 10/stating they wanted the old part back without shipping me the replacementThey state that they are "repairing the part"The part cannot be repaired, it needs replacementWhen screenshots were sent stating their original agreement they cut off contactI have no trust that they will fulfill repairing this part, I will be left with a nonfunctional disassembled grille instead
I have attempted to contact FireCraft by all means of communication since mid-August for a replacement part There has been no contact until yesterday through an email message that stated " FireCraft is still in business" I requested call-back communication after being asked what the problem is and what type of grill Twenty-four hours later there has been no response from FireCraft I have tried to call the corporate office in Pennsylvania and the recording states that the number is "no longer in service"
The grill worked great until it didn't It took me a month to get in contact with them and they said the board must have gotten wet I don't believe it because they did not ask me to check the fuse first and they agreed to send me a new board even though it is out of warranty The board is back-ordered I think they know they have a problem It's now been over two months with the board on back-order Again, I can't reach them I've called three times and spent almost an hour total on hold before either getting disconnected or hanging up myself I tried both sales and customer service If sales does not answer, there is a real problem You can tell from these reviews that initially they were doing a great job Not true anymore
I initially bought the Firecraft Pellet Grill because it is made from stainless steel My previous Treager pellet grill had started to rust I bought the Firecraft directly from the factory and it was great for the 1st year, but during the 2nd year the motherboard went bad and after the 2nd motherboard I had to send the hopper back to Firecraft for repair A year later the temperature sensor went bad and was sent another one It worked OK for about one month and then the fire hot starter came loose inside it's holder and I needed another one When I called for a replacement the technician said he did not have one in stock and did NOT know when he would have another one I then noticed the fan motor was not working and I called Firecraft only to wait for about minutes and then their phone hung up I called several times with the same result - I even called sales and still no answer I then sent an email weeks ago asking about the fan and still no response I believe Firecraft purposely didn't want to deal with me anymore because of all my problems with their pellet BBQ Dealing with Firecraft by phone and installing parts myself has been a painful experience They never sent any written instructions on installing parts - you have to call them and wait for their technician (when they did answer the call) for several minutes to walk you through the installation Needless to say I do recommend Firecraft pellet BBQ grills
I sell these grills and the customer service is terribleI can never get through to anyoneI’ve sent several emails, no responseI have a customer that is having issues with his grill and I’m trying to get this resolved for himIt’s almost like they are out of businessIf the customer lived here locally I would drive out to his house and take a look at it myself but he lives in Delaware and I need to get in contact with someone at Firecraft so we can diagnose the issue over the phoneThis is BS
I had a issue with my grill on 3/They said the waranteed part was out of stock but expected in two weeks they would ship it same day recievedA month later they stated it was on backorder but they would be shipping it asap and after installing it send the old part back for inspectionStopped answering the phonesGot a email with a return label on 10/stating they wanted the old part back without shipping me the replacementThey state that they are "repairing the part"The part cannot be repaired, it needs replacementWhen screenshots were sent stating their original agreement they cut off contactI have no trust that they will fulfill repairing this part, I will be left with a nonfunctional disassembled grille instead
They must be closedI have tried multiple times to call or emailNo response or answer
I have attempted to contact FireCraft by all means of communication since mid-August for a replacement part There has been no contact until yesterday through an email message that stated " FireCraft is still in business" I requested call-back communication after being asked what the problem is and what type of grill Twenty-four hours later there has been no response from FireCraft I have tried to call the corporate office in Pennsylvania and the recording states that the number is "no longer in service"
The grill worked great until it didn't It took me a month to get in contact with them and they said the board must have gotten wet I don't believe it because they did not ask me to check the fuse first and they agreed to send me a new board even though it is out of warranty The board is back-ordered I think they know they have a problem It's now been over two months with the board on back-order Again, I can't reach them I've called three times and spent almost an hour total on hold before either getting disconnected or hanging up myself I tried both sales and customer service If sales does not answer, there is a real problem You can tell from these reviews that initially they were doing a great job Not true anymore
I initially bought the Firecraft Pellet Grill because it is made from stainless steel My previous Treager pellet grill had started to rust I bought the Firecraft directly from the factory and it was great for the 1st year, but during the 2nd year the motherboard went bad and after the 2nd motherboard I had to send the hopper back to Firecraft for repair A year later the temperature sensor went bad and was sent another one It worked OK for about one month and then the fire hot starter came loose inside it's holder and I needed another one When I called for a replacement the technician said he did not have one in stock and did NOT know when he would have another one I then noticed the fan motor was not working and I called Firecraft only to wait for about minutes and then their phone hung up I called several times with the same result - I even called sales and still no answer I then sent an email weeks ago asking about the fan and still no response I believe Firecraft purposely didn't want to deal with me anymore because of all my problems with their pellet BBQ Dealing with Firecraft by phone and installing parts myself has been a painful experience They never sent any written instructions on installing parts - you have to call them and wait for their technician (when they did answer the call) for several minutes to walk you through the installation Needless to say I do recommend Firecraft pellet BBQ grills
I sell these grills and the customer service is terribleI can never get through to anyoneI’ve sent several emails, no responseI have a customer that is having issues with his grill and I’m trying to get this resolved for himIt’s almost like they are out of businessIf the customer lived here locally I would drive out to his house and take a look at it myself but he lives in Delaware and I need to get in contact with someone at Firecraft so we can diagnose the issue over the phoneThis is BS