Nexgrill Industries

I am rejecting this response because: The letter sent to the Revdex.com is not truthful. First I would like to address the comment that the Nexgrill made regarding the installation of the free standing grill. The company states that the grill was installed with insufficient clearance to combustible construction into an enclosure surrounding all side of the grill aside from the front. They state a minimum of inches must be maintained between the front of the grill hood, sides, and back of the grillThe company also states that failure to provider sufficient clearance to combustible construction from the grill can cause the combustible construction to overheat, which can damage the grill and the component parts. This is not the case since the parts that rotted are made from metal and not stainless steel like the grill was supposed to be. The grill was supposed to be all stainless steel and that is why I spend so much money on it because I am a maintenance mechanic in the food industry and know that stainless steel does not rust or rot. When I purchased this grill I was able to buy (but chose not to) attachments a refrigerator, counter (made out of granite) and cabinets which I chose not to purchase because it was too expensive. The company never asked for exact measurements from me. At no time did the company requested any type of measurements, in fact when *** from the claims department at Nexgrill called on May 8, 7:26PM she apologized for the delay in getting back to me since I had to make several phone calls with no response she also said that she had two names for me Mr*** and Mr*** and was not sure which one was correct. I would also like to mention as I did in my original complaint that the letters from the company were also addressed to a *** and I have no idea where that name came from since there is no *** in my house so there is clearly a problem with accurate record keeping at this company The next thing that I want to address is the receipt, the company mentions that I was unable to provide the receipt, well the reason that I did not save my receipt is because I registered the grill with the company when I bought it which had all my purchase information on the registration. Again, I will mention that fact that record keeping in this company is not a strong point they have repeatedly used wrong names so perhaps my information is under one of the many names that they have used for me that are incorrect The company also states that defective or missing parts are subject to a limited warranty and will not be replaced without registration or proof of purchased as I stated the registration was already done but I am not sure who or what name the information is under with the company since they have referred to me by several different names that are not related to me. Due to the company's poor record keeping they are using the serial number on the grill which is not correct. I was told by three people at nexgrill that the grill had a ten year warranty based on the serial number (which is not the year that I purchased the grill) the grill was manufactured in based on that date would be years. Again I would like to stress the fact that the registration would have proven that the grill was purchased in for my sons year birthday party Next, I want to address the issue of May 10, 2018, I did call the company back frustrated wit the denial of warranty services so I did ask for this matter to be escalated since I was not getting calls returned when promised or even after leaving messages. I spoke to *** *** who promised me a follby a certain day and time, again this did not happen and I had to call him back the next day which seems to be typical of this company. At this time Mr*** told me about the depreciation he was goin to take going back to and he would give me a store credit of 301.43. I tried to explain to him that this did not make me happy since I did the registration so if records were kept properly at the company then then they would have all my purchase information since I took the time to do the registration. On May 15, 2018 when I called back still unhappy with this resolution I asked to speak to Mr*** *** (CEO) or his assistant, I did not insist on a full refund I only wanted to be able to replace the parts that rotted (that would not have if they were stainless steel) or a credit to be able to replace the grill with something that was adequate to what I had. I never demanded or asked for any money back I only wanted to be able to replace the grill that never should have rotted in the first place. The company also stated that I ended the call, this again is not true I was told "you can not and will not speak to Mr*** or his assistant" and then the representative hung up and disconnected the call not me I am going to attach photos that I have sent to the company as well as photos showing the space beside, in back and behind the grill so you can see that there is sufficient space, In fact you will see in one of the photos that a gas grill tank easily fits behind the grill with extra space. I am not able to send all photos so I will try to send them in another message. Please send me an email to send the other photos showing the spacing so you will have all this informaiton

VIA E-MAIL ONLY
***@cencal.Revdex.com.org
Revdex.com
Central California and Inland Empire Counties
HStreet, Suite
Bakersfield, CA
Attention: Jessica De La Torre
Re: Mark Kunze Complaint
D/Loss: September 11,
Product: Barbecue Grill
Model No.: 720-0830H
Serial No.: HDU720KSID0830H-047570B
Your ID No.:
Our File No.:
Dear MsDe La Torre:
This will acknowledge receipt of and respond to MrKunze’s response dated December 9,
The only way for MrKunze to have sustained the type of property damage he did was for the grill
to be within inches of the siding on his houseThe grill lid only needs three inches to open, therefore,
the grill could have been as close as three inches to the side of the house, instead of the required
inches as instructed in the Owner’s Manual
Prior to the incident, the grill was safe for MrKunze to operateAfter a grease fire, however,
multiple component parts could have been damagedTherefore, after the occurrence of a grease fire,
Nexgrill and this office recommend that the grill not be operated in its current condition
If the grill was not safe for operation prior to the incident, a product safety recall would have been
initiatedThis grill has never been the subject of a recall because no safety issue exists with regard
to the design of the grill
Revdex.com December 13,
Our File NoPage
If you have any further questions or comments, please contact the undersigned
Very truly yours,
FOWLER LAW GROUP
Jennifer Asuncion
JA/mnl
83.416165\Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12290257, and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 5, 2015/12/16) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX ***
Contact Email: ***@grillservices.com
December 16,
Revdex.com ***
***
Re: Revdex.com Complaint
ID #XXXXXXXX
Customer ID# XXX-XXXXX
To Whom It May Concern,
Nexgrill Industries/TGS Corpis in receipt of the above referenced inquiry of *** ***This inquiry was received by Nexgrill Industries/ TGS Corpon December 14, We appreciate your assistance in bringing our customer's concerns to our attention
For your information, TGS/Nexgrill offers a limited warranty only to the original purchaserThe limited warranty, which is printed on the last page of the Owner's Manual, states that "Our obligation under this warranty is limited to repair or replacement, at our option, of the product during the warranty period(Bold added.)
Mr***'s claim that he is entitled to a full refund, plus inflation, is without meritThe proper measure of damages is the cost of repair or the depreciated value, whichever is less Mr***'s grill is eight (8) years old and has a depreciated value of $As a courtesy to Mr***, the 7-year depreciated value, or 121.07, and the 5-year depreciated value, or $236.47, were both offered to Mr***He declined both offersBy offering the depreciated value, TGS/Nexgrill has fulfilled its obligation under the warranty
As a courtesy to Mr***, TGS/Nexgrill has extended the offer of $once againThis is the final offer from TGS/Nexgrill, with regard to this matterTGS/Nexgrill has forwarded a correspondence to Mr*** extending the final offer with instructions to contact TGS/Nexgrill if Mr*** wishes to accept that offer
If we can be of further assistance, we can be reached at our Los Angeles facility at X-XXX-XXX-XXXX, Monday through Friday, between a.mand p.m., Pacific Standard Time
Kindest regards,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is very clear as I explain below The warranty clearly states repair or replace, not provide depreciated value
As Nexgrill have conceded, the Limited Warranty, Model #XXX-XXXX, Stainless Steel Outdoor Gas Grill ("Warranty") expressly warrants the main bowl assembly for my lifetime, since I am the original consumer-purchaser of the Jenn-Air Outdoor Gas Grill ("Warranty Period")The Warranty expressly limits their obligation to repair or replacement, at your option, of the product during the Warranty Period
By its express terms, the Warranty limits your obligation to repair or replacementPaying the depreciated value of the Jenn-Air Outdoor Gas Grill ("Grill") is not an option under the terms of the WarrantyAdditionally, replace means "a thing that takes the place of another." Paying the depreciated value would not allow me to replace the Grill with a grill that is similar in quality and features Given that the Grill is not repairable and paying the depreciated value is precluded by the term of the Warranty, your only option is to replace the GrillI understand that Jenn-Air Outdoor Gas Grills are no longer manufactured; therefore, I will accept a check or store credit to Lowe's, the place of purchase, in an amount equal to the purchase price of the Grill plus inflation, which would allow me to replace the Grill with a grill that is similar in quality and features
Final Consumer Response /* (4200, 15, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As previously stated, Nexgrill is still in breach of warranty, as they have not repaired or replaced the defective grill Payment in amount of $will not replace the grill
Final Business Response /* (4000, 17, 2016/01/20) */
First, please note that Mr*** has accepted the depreciated value amount offered by Nexgrill and has received a check in the amount of $
For your information, Nexgrill has no "written" policy; however, all Customer Service representatives of Nexgrill are aware that the customer is only allowed the depreciated value of the grillAs you may be aware, current case law dictates the proper measure of damagesIf the damage to a piece of property does not equate to the total destruction of the property, there are two measures for calculating the damages to be awarded - the cost of repair or the depreciated value(Hand Electronics, IncvSnowline Joint Unified School Dist(1994) CalApp4th 862, 870.) Awarding the cost of repairs is only appropriate when that amount does not exceed the depreciated value of the property(CACI 3903J; Rhodes vFirestone Tire & Rubber Co(1921) CalApp569, XXX-XXX.) Conversely, awarding the depreciated value is only appropriate if the property cannot be repaired for a lesser cost(CACI 3903J; Menefee vRaisch Improvement Co(1926) CalApp785, XXX-XXX.) In summary, the proper measure of damages is the cost of repair or depreciated value, whichever is less
Due to the fact that the proper measure of damages is clearly outlined in the cases cited above, it is not necessary for Nexgrill to maintain a written policy for offering the depreciated value
Please contact the undersigned with any questions or comments
Very Truly Yours,
***
***

Wednesday, August 2, 2017Revdex.com of the SouthlandNorth La Cadena DriveColton, CA 92324Re: Revdex.com Complaint 12***12NXG/TGS Customer # ***Order Number: S*4To Whom It May Concern,Nexgrill Industries is in receipt of the above-referenced inquiry of Mr*** *
***This inquiry was received by Nexgrill IndustriesWe appreciate your assistance in bringing our customer's concerns to our attention.We have contacted Mr*** * *** to discuss these matters in detail. At this time the customer has received a full refund for the parts order S*in the amount of $as of Monday July 31, In addition the customer expressed he still needed the replacement part therefore we have fulfilled a new order under sales order number S*for a replacement temperature gage and temp gage housing at no charge as a courtesyThe customer will receive the replacement parts within 3-business days. We regret any inconvenience that these matters may have caused Mr*** * ***If we can be of further assistance, we can be reached at our Los Angeles facility at ###-###-####, Monday through Friday, between a.mand p.m., Pacific Standard Time.Kindest regards,*** *** TGS Customer Service ###-###-####

Initial Business Response /* (1000, 5, 2015/12/16) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX ***
Contact Email: ***@grillservices.com
December 16,
Revdex.com ***
***
Re: Revdex.com Complaint
ID #XXXXXXXX
Customer ID# XXX-XXXXX
To Whom It May Concern,
Nexgrill Industries/TGS Corpis in receipt of the above referenced inquiry of *** ***This inquiry was received by Nexgrill Industries/ TGS Corpon December 14, We appreciate your assistance in bringing our customer's concerns to our attention
For your information, TGS/Nexgrill offers a limited warranty only to the original purchaserThe limited warranty, which is printed on the last page of the Owner's Manual, states that "Our obligation under this warranty is limited to repair or replacement, at our option, of the product during the warranty period(Bold added.)
Mr***'s claim that he is entitled to a full refund, plus inflation, is without meritThe proper measure of damages is the cost of repair or the depreciated value, whichever is lessMr***'s grill is eight (8) years old and has a depreciated value of $As a courtesy to Mr***, the 7-year depreciated value, or 121.07, and the 5-year depreciated value, or $236.47, were both offered to Mr***He declined both offersBy offering the depreciated value, TGS/Nexgrill has fulfilled its obligation under the warranty
As a courtesy to Mr***, TGS/Nexgrill has extended the offer of $once againThis is the final offer from TGS/Nexgrill, with regard to this matterTGS/Nexgrill has forwarded a correspondence to Mr*** extending the final offer with instructions to contact TGS/Nexgrill if Mr*** wishes to accept that offer
If we can be of further assistance, we can be reached at our Los Angeles facility at X-XXX-XXX-XXXX, Monday through Friday, between a.mand p.m., Pacific Standard Time
Kindest regards,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is very clear as I explain belowThe warranty clearly states repair or replace, not provide depreciated value
As Nexgrill have conceded, the Limited Warranty, Model #XXX-XXXX, Stainless Steel Outdoor Gas Grill ("Warranty") expressly warrants the main bowl assembly for my lifetime, since I am the original consumer-purchaser of the Jenn-Air Outdoor Gas Grill ("Warranty Period")The Warranty expressly limits their obligation to repair or replacement, at your option, of the product during the Warranty Period
By its express terms, the Warranty limits your obligation to repair or replacementPaying the depreciated value of the Jenn-Air Outdoor Gas Grill ("Grill") is not an option under the terms of the WarrantyAdditionally, replace means "a thing that takes the place of another." Paying the depreciated value would not allow me to replace the Grill with a grill that is similar in quality and featuresGiven that the Grill is not repairable and paying the depreciated value is precluded by the term of the Warranty, your only option is to replace the GrillI understand that Jenn-Air Outdoor Gas Grills are no longer manufactured; therefore, I will accept a check or store credit to Lowe's, the place of purchase, in an amount equal to the purchase price of the Grill plus inflation, which would allow me to replace the Grill with a grill that is similar in quality and features
Final Consumer Response /* (4200, 15, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As previously stated, Nexgrill is still in breach of warranty, as they have not repaired or replaced the defective grillPayment in amount of $will not replace the grill
Final Business Response /* (4000, 17, 2016/01/20) */
First, please note that Mr*** has accepted the depreciated value amount offered by Nexgrill and has received a check in the amount of $
For your information, Nexgrill has no "written" policy; however, all Customer Service representatives of Nexgrill are aware that the customer is only allowed the depreciated value of the grillAs you may be aware, current case law dictates the proper measure of damagesIf the damage to a piece of property does not equate to the total destruction of the property, there are two measures for calculating the damages to be awarded - the cost of repair or the depreciated value(Hand Electronics, IncvSnowline Joint Unified School Dist(1994) CalApp4th 862, 870.) Awarding the cost of repairs is only appropriate when that amount does not exceed the depreciated value of the property(CACI 3903J; Rhodes vFirestone Tire & Rubber Co(1921) CalApp569, XXX-XXX.) Conversely, awarding the depreciated value is only appropriate if the property cannot be repaired for a lesser cost(CACI 3903J; Menefee vRaisch Improvement Co(1926) CalApp785, XXX-XXX.) In summary, the proper measure of damages is the cost of repair or depreciated value, whichever is less
Due to the fact that the proper measure of damages is clearly outlined in the cases cited above, it is not necessary for Nexgrill to maintain a written policy for offering the depreciated value
Please contact the undersigned with any questions or comments
Very Truly Yours,
***
***

Good Afternoon,I have contacted the customer via the email provided and placed an order for the customer to the defective partThe order number is S*The order has also been expeditedI also provided the customer with my direct contact information in case they need any additional
help. Thank you*** *** on Behalf of *** **

June 11,
Revdex.com of
Central California & Inland Empire Counties
W Shaw Lane
Fresno, CA
Re: Revdex.com Complaint
Customer ID # 23-
To Whom It May Concern,
We apologized for any delay of responseNexgrill Industries
is reviewing Mr*** complaint and will be providing proper response
within 24/business hours
Thank you,
NEXGRILL INDUSTRIES, INC
*** *** **
CHINO CA
MAIN ***E: ###-###-####
FAX ***E: ###-###-####

Wednesday, May 23,
Revdex.com of Central California & Inland Empire Counties
W Shaw Lane
Fresno, CA
","sans-serif"">
Re: Revdex.com Complaint, *** ***
Customer ID# 23-
To Whom It May Concern,
Nexgrill Industries is in receipt of
the inquiry of Mr*** ***This inquiry was received by Nexgrill
Industries on Friday, May 18, We appreciate your assistance in bringing the
customer's concerns to our attention
Mr*** states in his Revdex.com complaint
that Nexgrill has not adequately responded to his concerns regarding his
Kitchen Aid free-standing barbecue grill, product model 720/730-0745A
Unfortunately, we feel that Mr***’s complaints are unjustified, as the
limited warranty is clearly out***ed in his Owner’s manual
Mr*** contacted Nexgrill
Industries via the customer service support phone ***e to report an issue with
his barbecue grill unitWhen he turned on the grill, high flames appeared
toward the front of the grillWhen he removed the flame tamers, he noticed the
main burners were not sitting correctly, due to the main burner support
brackets having come offHe reported noticing this issue on April 20, Mr
*** was informed by the customer support representative speaking with him
that the main burner support brackets were not a replaceable part, due to them
being attached to the bowl assembly, which is also a non-replaceable part
The customer proceeded to start a
warranty claim with the customer support representative, with a desired
resolution of having the grill repaired or receiving a new grill entirely
Information of the grill maintenance and pictures of the grill unit were requested
by the customer, which Mr*** provided
The claim was taken and reviewed by Nexgrill Industries' claims departmentWhen reviewing a warranty claim, the claims department use
the Owner’s Manual and provided warranty for the grill in question, along with the information and pictures provided by the customer, to determine what can be done to resolve said claim
The provided pictures showed issues with the required installation requirements for the free-standing grill
unitWe noted
that the grill had been installed with insufficient clearance to combustible
construction, into an enclosure surrounding all sides of the grill, aside from
the frontA minimum of inches must be maintained between the front of the
grill hood, sides, and back of the grill and any combustible construction, as
stated in the Owner’s Manual on page The failure to provide sufficient
clearance to combustible construction from the grill can cause the combustible
construction to overheat, which can damage the grill and component partsThis
improper installation of the product typically voids the warranty, due to our warranty stating that damage resulting from improper installation is not covered (page of the Owner's Manual)
In addition, Mr*** was
unable to provide a receipt for his grill purchaseThe warranty information states, “This limited warranty is applicable in the United States
only, is only available to the original owner of the product and is not
transferableManufacturer requires reasonable proof of your date of purchase
Therefore, you should retain your sales receipt and/or invoice… Defective or
missing parts subject to this limited warranty will not be replaced without
registration or proof of purchase.” Without a receipt, Nexgrill Industries is
typically unable to provide warranty services
However, the claims department does attempt to work with our claim customers by
using the year of the manufacture embedded in the serial number of the grill
unit, and use that year to see if the applicable warranty for the grill unit is
still within the time limit stated in the warrantyUnfortunately, the date
from the provided serial number of the grill unit is The longest warranty the grill unit in question had was five years, for the stainless steel tube burnersGiven that the year is 2018,
there is no applicable warranty left for Mr***’s grill unit
The first letter to Mr***,
which stated we could not provide any warranty service or replacement parts due
to the issues stated above, was sent May 9th, to the customer’s
provided emailMr*** called back on May 10th, 2018, frustrated
with the denial of warranty services and escalating to a customer service lead,
*** ***Attempts were made to explain the contents of the letter and our
position, but the customer demanded a different resolutionMr*** promised
a follwith him regarding his claim by May 15th
The claims department decided to
offer a courtesy to Mr***, to provide a resolution to address the
escalation and any perceived lack of customer service on our partWhile the
issues addressed in the letter remain the same, the courtesy offer made was the
depreciated amount of $301.43, as store credit to Lowe’s (the retailer we have
on record sel***g this unit), upon returning the unit to a Lowe’s location
convenient to the customerThe depreciated value was calculated using the
retail price on record ($799.00, not the $1,the customer is
claiming the grill cost him), and depreciated said retail price by 13% a year
until reaching 2018.
The claims department sent this courtesy offer
through a follletter to the provided email on May 11th, 2018,
four days before the dead***e given to ourselves to respond to the customerWe
stated that this offer would be the final offer from Nexgrill Industries, with
regards to the claim
However, we did not hear back
from Mr*** until May 15th, when he called back in disputing the
offered amount. Mr*** spoke to Mr
***, once again attempting to explain our position and the new offer, but
Mr*** insisted on a full refund of the grill, and demanded to speak to
*** ***, our CEOMr*** informed him this wasn’t possibleWhen the
customer ended the call and called back in via our main company ***e, I took the call
and attempted to explain the contents of the letter and offer to Mr***I
had to explain that he would not be able to speak to Mr*** *** or any of
his assistantsThe called was ended on Mr***’s side
Due to the expiration of the warranty,
lack of receipt, and improper installation of the free standing barbecue grill
unit, Nexgrill feels that we have made a fair and equitable offer to Mr
***, in order to resolve his claimThe two letters sent to Mr***, as
well as the Owner’s Manual for the free-standing barbecue grill unit, are attached for reference
We regret any inconvenience that these matters may have caused Mr***If
we can be of further assistance, we can be reached at our Chino facility at
###-###-####, Monday through Friday, between a.mand p.m., Pacific Standard
TimeI have also provided my direct extension below
Kindest regards,
*** ***
Claims Representative
Direct ***e: ###-###-####Nexgrill Industries/The Grill Services
CUSTOMER EXPERIENCE INFORMATION as taken from Revdex.com of Central California
Customer Information:
*** ***
park drive
Woburn, MA
Daytime Phone: ###-###-####
Evening Phone: ###-###-####
E-mail: ***
The details of this matter are as follows:
Complaint Involves:
Product Issues
Customer’s Statement of the Problem:
Three years ago I purchased a grill that was sold as completely stainless steel
(the grill that I was replacing broke on my sons birthday so I spent the extra
money to be assured that the entire grill was stainless and would never have to
replace it) I bought a kitchen aide grill for $from lowesAfter
purchasing this I had granite placed on the sides of the grill (plenty of room
for breathing as this was professionally installed by a professional)I went
to use the grill and it blew up in my face and almost caught my face on fire
because the brackets that hold the tube up rotted out causing gas build up so
when I opened the hood it moved the gas around and a large ball of flame came out
at my faceI called Nextgrill to file a claim and spoke to *** *** she
asked for pictures which I sent to her by email and never heard backI called
her several time to find out that she had done nothing with it and would start
the claimAfter many phone calls I heard from *** *** voice mail on May 8,
she stated in her voice mail that she had possible names for me and that
she needed another day to look into itI would like to mention that I
corrected *** several times with my name and phone number so that my claim
could be handled propertyI never heard back from *** AT ALL!!!! I
continued to make call and eventually received an email with a letter from
*** *** stating that they were denying my claim because it was installed
with minimum clearance and had grease buiinside NO OF THIS IS TRUE AS YOU
CAN CLEARLY SEE FROM THE PICTURESI then talked to *** who was the
technical support lead at ext he said to give him until 5/15/and he
would call us by 12PM our time, AGAIN we heard from no one so I called him at
6:17PM our time and he said he would give us a pro-Rated amout on since
we don't have a receipt he is prorating it back to which is reduiculaous
If the grill was all stainless this would not have happenedI also would like
to state that I call to speak to Mr*** *** the CEO and I was told he was
over seas per *** in claims she would not transfer us to him or his
assistantI asked her twice to repeat what she said and she said "I will
not transfer you to him or his assistant you can talk to me"I would also
like to state that the letter they sent by email was addressed to ***
*** which is not my name and I have also corrected more than once as well as
the other two names that they had left on my voice mail (which I still have)
If they can not get my information right that makes me feel like they do not
keep records properly or correct the information when you tell them it is wrong
so that they could properly access itI did not keep my receipt because it was
supposed to be all stainless and we registered the grillIf they kept their
records correctly then they would have been able to access it but who knows
what name or address they put my information under since they can not seem to
get their records correctI also think it is amazing that they will not let
you speak to a CEO or his assistant after they have not kept proper records and
they don't call back when promised, I have kept the voice mail as well as the
emailed letter and all the times and dates that we called them and had to
return callsI can not replace the grill for this amount and the fact that I
registered the grill is the reason that I don't have the receiptThe company
record keeping is obviously not done correctly and that is the reason that I am
being penalized
Complaint Background:
Product/Service:
Purchase Date: 4/10/
Problem Occurred: 4/26/
Model: 720/730-0745A
Account Number:
Order Number:
Talked to Company: 4/27/
Talked to Company (2nd): 5/1/
Talked to Company (3rd): 5/8/
Name of Salesperson:
lowes
Purchase Price: $
Disputed Amount: $797.57
Desired Settlement:
Replacement
I would like to either get a replacement or get a credit for an amount that
allows me to replace the grill the offer of is ridiculous as I said in
my complaint they did not keep their records correctly after registering it and
they continue to have bad record keeping in the company therefore causing the
customer to be penalizedAlso, if the grill was completely stainless it would
have never rottedThe grill is garaged other than when it is used so it is not
in the weather at all and this should have never happenedhaving a CEO that
you are not allowed to speak to, or an assistant that you can not speak to is
even more frustrating to a customer who spent a lot of money or any customer at
all

VIA E-MAIL ONLY
***@cencal.Revdex.com.org
Revdex.com
Central California and Inland Empire Counties
HStreet, Suite
Bakersfield, CA
Attention: Jessica De La Torre
Re: Mark Kunze Complaint
D/Loss: September 11,
Product: Barbecue Grill
Model No.: 720-0830H
Serial No.: HDU720KSID0830H-047570B
Your ID No.:
Our File No.:
Dear MsDe La Torre:
This will acknowledge receipt of and respond to MrKunze’s response dated December 9,
The only way for MrKunze to have sustained the type of property damage he did was for the grill
to be within inches of the siding on his houseThe grill lid only needs three inches to open, therefore,
the grill could have been as close as three inches to the side of the house, instead of the required
inches as instructed in the Owner’s Manual
Prior to the incident, the grill was safe for MrKunze to operateAfter a grease fire, however,
multiple component parts could have been damagedTherefore, after the occurrence of a grease fire,
Nexgrill and this office recommend that the grill not be operated in its current condition
If the grill was not safe for operation prior to the incident, a product safety recall would have been
initiatedThis grill has never been the subject of a recall because no safety issue exists with regard
to the design of the grill
Revdex.com December 13,
Our File NoPage
If you have any further questions or comments, please contact the undersigned
Very truly yours,
FOWLER LAW GROUP
Jennifer Asuncion
JA/mnl
83.416165\Revdex.com

Saturday July 29,
Revdex.com of the Southland
North La Cadena Drive
Colton, CA
Re: Revdex.com Complaint ***
NXG/TGS Customer # ***
TGS S/O#: SO
To Whom It May Concern,
Nexgrill Industries is in
receipt of the above-referenced
inquiry of Mr***This inquiry was received by Nexgrill Industries on July
27, We appreciate your assistance in bringing our customer's concerns to
our attention
We contacted Mr*** to discuss these matters in detail; we have troubleshooted
over the phone and determine what the issue may beAdditionally placed a parts
order at charge for the customer as one time courtesy as we have no proof of
purchase on file or a warranty registration
The part requested by Mr*** was the sear burner
igniter wireWe apologize for the wait the customer experienced
We regret any inconvenience that these matters may have caused Mr***If
we can be of further assistance, we can be reached at our Los Angeles facility at ###-###-####,
Monday through Friday, between a.mand p.m., Pacific Standard Time
Kindest regards,
*** ***
Nexgrill Industries/The Grill Services

Initial Business Response /* (1000, 5, 2015/06/09) */
"To Whom It May Concern:
It is the company policy of TGS/Nexgrill to provide warranty service only to the original purchaser, and proof of purchase must be providedTGS/Nexgrill is not allowed to circumvent company policy in order to process
a warranty claimWhen a customer seeks warranty service for an automobile, they must provide proof of purchase to prove that they are the original purchaser of the vehicle in order to obtain warranty serviceSimilarly, when a customer seeks warranty service for a barbecue grill, they must prove that they are the original purchaserThe warranty for the subject grill specifically states that warranty service is available to only the "original" purchaser, and the consumer has the burden of proving they are the original purchaserThe fact that TGS/Nexgrill provided warranty parts to Ms*** previously without proof of purchase, as a courtesy to her, does not obligate them to continue to do so
Ms***'s interpretation of the warranty with regard to the brass burners is incorrectThe brass burners are no longer manufacturedThe burners that are now available are the cast iron burnersContrary to Ms***'s assumption, the change from brass to iron burners does not change the warrantyThe warranty states that "The extent of any liability of Nexgrill Industries, Incunder this warranty is limited to repair or replacement." Nowhere in the warranty does it state that the replacement parts offered must be identical to the original component parts provided with the grillTherefore, by offering the iron burners to Ms***, TGS/Nexgrill has fulfilled its obligation to her, under the applicable warranty
In view of the foregoing, if Ms*** wishes to complete the warranty parts request for the cast iron burners, she must submit proof of purchase to TGS/NexgrillStandard shipping rates will apply for the requested warranty parts
Initial Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In regards to the statement "It is the company policy of TGS/Nexgrill to provide warranty service only to the original purchaser, and proof of purchase must be provided."; I must have sent it to them in May of or before since I received warranty items in the pastPer this statement there is no way I could have gotten the parts otherwiseI have emails to prove these warranty replacements
In regards to the statement..." The warranty states that "The extent of any liability of Nexgrill Industries, Incunder this warranty is limited to repair or replacement." " ...I emphasize repair or replace....repair means fixing the original part....replace means replace the original partI guess that Nexgrill believes that as long as I get a burner that should be okay....I suppose they could replace it with a plastic burner or a paper burner as long as it is a burner....NO...that is not what that means
When I purchased the grill the manual had the warranty in itNexgrill seems to be making up the rules as they goPerhaps Nexgrill is no longer manufacturing brass burners, but brass burners are still being sold in various places
Iron does not last as long as brassIron is cheaper than brassI will have to replace iron more often than brassShipping charges have triple in years...I don't think soI feel like this is a racket to save money on materials and make some money on the shipping
Also...this grill was bought at LowesI thought it was a genuine Jenn-Air grill since that was the name plate on the grillTurns out NOT to be a Jenn Air at all
In Nexgrill response they claim that "Nowhere in the warranty does it state that the replacement parts offered must be identical to the original component parts provided with the gril"...well nowhere in the warranty does it say one must show proof of purchase either
If buy a set of tires for my car and one tire is defective, the tire company may repair the tire by patching it...it it is unable to repair it they would replace it with...not a wooden wheel
I paid a lot of money for a grill that I thought I would be able to get parts forNextgrill is saving money buy using iron
Also Nexgrill sent me iron burners as replacements when I thought I was paying the shipping for brass
I do not accept the response by Nexgrill
Final Consumer Response /* (4200, 12, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is exactly why I am filing my complaint with the Revdex.com
I did not receive ANY parts as a courtesyFurthermore the only proof of purchase I would have had would have been a receipt but my name would not have been on itI had to have proved I owned this grill to get the partsI completely detest that Nexgrill is claiming it was a courtesy fulfillment
Brass burners are still obtainable through Lowes.com and many other sites so they are obviously still being manufactured, they are just not being manufactured by Nexgrill by choiceI would assume because of the cost
There is absolutely no label on my grill that has the Nextgrill name on it at allThe owners manual states that "Jenn-Air is a Trademark of the Maytag Corporation and is used under license to Lowe's Companies, Incorporated." It states that Nexgrill Industries, Incwarrants the parts
Final Business Response /* (4000, 15, 2015/06/23) */
To Whom It May Concern:
Ms*** has never provided proof of purchase to TGS/NexgrillAs stated many times previously to Ms***, it is the company policy of TGS/Nexgrill to provide warranty service only to the original purchaser, and the consumer has the burden of proving they are the original purchaser
It is irrelevant what other companies manufacture brass burnersNexgrill no longer manufactures brass burners, therefore, no customer of Nexgrill will receive replacement burners made out of brassThe only available burners to any Nexgrill customer are cast iron
In view of the foregoing, TGS/Nexgrill will only fulfill Ms***'s warranty parts request for the cast iron burners upon receipt of proof of purchase and payment for shipping costsNo other offer will be made to Ms*** by TGS/Nexgrill, with regard to this matter

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

For your information, this office acts as national counsel for Nexgrill Industries, Inc., themanufacturer of the subject barbecue grillWe are aware of MrKunze’s claim for property damageand have fully investigated this matter.MrKunze purchased the grill in May of and used the grill
approximately once every twoweeksDespite consistent use, however, MrKunze admittedly did not clean the grease tray or theinterior of the fireboxPhotographs of the grill provided by MrKunze depict excessive grease buildupand burn patterns in the grease tray and firebox, confirming that one or more grease fires occurredin those locationsFor your information, the Owner’s Manual warns on page under SAFETYINSTRUCTION that “Grease is flammableDo not allow excess grease deposits collect in thegrease tray at the bottom of the grill’s fireboxClean the grease tray often.” The Owner’s Manualgoes onto warn on page under CARE & MAINTENANCE, GREASE TRAY CLEANING that“The grease tray should be emptied and wiped down periodically and washed with a mild detergentand warm water solutionCheck the grease tray frequently, do not allow excess grease to accumulate and overflow out of the grease tray.” Because the fire continued to burn after the burnerswere shut off and the propane tank valve was closed, the cause of the fire was obviously a grease firedue to excessive grease build-up.In addition, MrKunze advised that the vinyl siding of his house had sustained heat damage fromthe grillMrKunze also provided photographs of this damageThose photographs depict that theheat damage to the vinyl is the exact height and dimensions of the grill, which confirms that the grillwas within inches of the vinyl siding at the time of the incident, and not a “few feet” from the houseas alleged by MrKunzeFor your additional information, the Owner’s Manual states on page 4under SAFETY INSTRUCTION that “Minimum clearance from sides and back of unit tocombustible construction, inches (cm) from sides and inches (cm) from back.” If thesubject grill had been the appropriate distance from the vinyl siding, the damage could not haveoccurred.In view of the fact that the subject grill contained excessive grease buias well as burn patternsfrom prior grease fires, the fact that the flames continued after the burners were shut off, confirmingthat a grease fire occurred, and the fact that the grill was within inches of the damaged vinyl siding,we have denied MrKunze’s claimAttached is a copy of the letter this office sent to MrKunze,with regard to this matter

Initial Business Response /* (1000, 5, 2016/01/29) */
Friday, January 29,
Revdex.com
***
Re: Revdex.com Complaint, *** ***
Customer ID# XXXXX-XXXXX
To Whom It May Concern,
Nexgrill Industries is in receipt of the
above-referenced inquiry of Mr*** ***This inquiry was received by Nexgrill Industries on January 29, We appreciate your assistance in bringing our customer's concerns to our attention
We have attempted to contact Mr*** on contact phone line XXX-XXX-XXXX to discuss these matters in detail; however, he was unavailableIn order to fully resolve his concerns, it will be necessary to speak with himWe would like to discuss the issues he experience with is order so we may further resolve this matterTGS will continue to follwith the consumer until this matter is resolved
We regret any inconvenience that these matters may have caused Mr***If we can be of further assistance, we can be reached at our Los Angeles facility at X-XXX-XXX-XXXX, Monday through Friday, between a.mand p.m., Pacific Standard Time
Kindest regards,
*** ***
Claims Department
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have talked to *** ***I called her on Friday and left her a messageI did talk to her todayI am waiting for her to research my problem
Final Consumer Response /* (4200, 17, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
as stated earlier I will wait for the partI was told by *** that she would email me with tracking information when she shipped the unitthis is the first I have heard of the shipmentanother broken promise
Final Business Response /* (4000, 15, 2016/02/09) */
Tuesday February 9,
Revdex.com
***
Re: Revdex.com Complaint, *** ***
Customer ID# XXXXX-XXXXX
To Whom It May Concern,
Nexgrill Industries is in receipt of the above-referenced inquiry of Mr*** ***This inquiry was received by Nexgrill Industries on January 29, We appreciate your assistance in bringing our customer's concerns to our attention
Tgs/Nexgrill has received the tracking information for sales order XXXXXXX, through our Fedex carrierThe tracking number is XXXXXXXXXXXXXXX.The estimated date of arrival is 2/11/by the end of the dayThe customer can also track this package online via fedex website:
https://www.fedex.com/apps/fedextrack/?tracknumbers=XXXXXXXXXXXXXXX&cntry_code=u...⇄ /> We regret any inconvenience that these matters may have caused Mr***If we can be of further assistance, we can be reached at our Los Angeles facility at X-XXX-XXX-XXXX, Monday through Friday, between a.mand p.m., Pacific Standard Time
Kindest regards,
*** ***
Claims Department

September
29,
*** *** *** ** *** ***
*** *** ** *** ***
***, **? ***
Re: Revdex.com Complaint ***, *** *** **
Customer ID# ***
To Whom It May Concern,
?
Nexgrill
Industries/TGS Corpis in receipt of the above
referenced inquiry of Mr***
This inquiry was received by Nexgrill Industries/ TGS Corpon September 28,
We appreciate your assistance in bringing our customer’s concerns to our
attention
?
Nexgrill
has been in contact with Mr*** regarding refund request for his barbeque
grillAs of 09/01/the customer signed and date a release agreement and
agreed to return the subject barbeque grill to the store to obtain a refund for
the full purchase price of the unit
At this point we consider this situation closedAgain, Mr*** has agreed to
this resolve, and we are confident that Mr*** is satisfied with the
resolutionWe appreciate the time Ms*** took to make us aware of her
concern, and apologize for any and all inconveniences this situation may have
**used
?
If we **n
be of further assistance, we **n be reached at our Los Angeles facility at 1-***, Monday
through Friday, between a.mand p.m., Pacific Standard Time
Kindest regards,
***
Customer
Service Department

Wednesday August 30,
Revdex.com of the Southland
North La Cadena Drive
Colton, CA?
Re: Revdex.com Complaint, *** ***
Customer ID# ***
TGS S/O#s (N/A)
To Whom It May Concern,
?
Nexgrill Industries is in receipt of
the
above-referenced inquiry of Mrs*** ***This inquiry was received by
Nexgrill Industries on August 25, We appreciate your assistance in
bringing our customer's concerns to our attention
TGS has received Mrs*** case
through our customer service division at Nexgrill IndustriesTGS emailed a final claim resolution letter to
the customer on August 21, The photos which were submitted by Mrs*** confirm
that some internal component parts of the grill have been damagedComponent
parts can be damaged due to various reasons, including: 1) grease buildup
inside the bowl assembly and/or grease tray; 2) wear and tear on
component parts, etc
?
We note from a review of the provided photographs
that they depict excessive buiand debris in the base of the bowl
assemblyThe buiof grease and debris will accelerate the occurrence of corrosion
and will cause damage to the grill and component partsThis lack of
maintenance voids the warrantyIn order to prevent parts from wear and tear at
an early stage, it’s important to provide adequate maintenance from the grill
pursuant to the instructions in the owner’s manualIn addition we are unable
to provide warranty due to the subject grills applicable warranty is expiredIn
view of the foregoing, TGS/Nexgrill is unable to provide any service/replacement
parts under the warranty
?
Attached is a copy of the letter
emailed to the customer dated August 21,
?
We regret any inconvenience that these
matters may have caused Mrs***If we can be of further assistance, we can
be reached at our Los Angeles
facility at ###-###-####, Monday through Friday, between a.mand p.m.,
Pacific Standard Time
Kindest regards,
Maxine
Customer Service
Nexgrill Industries/The Grill Services
?
?
?
?
?

Friday May 19,
Revdex.com of the Southland
[redacted]
Colton, CA? [redacted]
Re: Revdex.com Complaint [redacted] L [redacted]
Customer ID# [redacted]
TGS S/O#s
To Whom It May Concern,
?
Ms[redacted] has communicated to the Revdex.com that she has
been in
contact with Nexgrill regarding her concern and desired resolution
?
Nexgrill has contacted Mr[redacted] via email requesting
photos and a receipt to process and incident claim for his grill model
720-0830H.Once the information is received from Mr[redacted] we will contact him
with claim options
?
We appreciate the time Ms[redacted] took to make us aware of
her concern, and apologize for any inconveniences this situation may have
caused
?
If we can be of further assistance, we can be reached at our
Los Angeles
facility at 1-[redacted], Monday through Friday, between a.mand p.m., Pacific
Standard Time
Kindest regards,
[redacted]
Nexgrill Industries/The Grill Services

Initial Business Response /* (1000, 5, 2016/02/29) */
Monday February 29,
[redacted]
Re: Revdex.com Complaint, [redacted]
NXG/TGS Customer # XXXX-XXXXX
To Whom It May Concern,
Nexgrill Industries is in receipt of
the above-referenced inquiry of [redacted] This inquiry was received by Nexgrill Industries on February 29, We appreciate your assistance in bringing our customer's concerns to our attention
Mr[redacted] feels that TGS should absorb the cost of shipping warranty partsThe cost of shipping and handling is a standard $for warranty and non warranty partsTGS has offered to assist Mr[redacted] with covering half the cost of the standard shipping and handling rates in the amount of $however, he has declined that offerAt this time as a onetime courtesy TGS can assist with waiving the full shipping and handling rates as a onetime courtesy
To move forward with Mr[redacted] concern, TGS has waived all costs for his order (XXXXXXXX) , but should be aware that shipping and handling charges will apply for all future warranty parts; this is disclosed within the first paragraph of his warranty, on page of his manual
We regret any inconvenience that these matters may have caused Mr[redacted] If we can be of further assistance, we can be reached at our Los Angeles facility at X-XXX-XXX-XXXX, Monday through Friday, between a.mand p.m., Pacific Standard Time
Kindest regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/03/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Friday
November 11,
Revdex.com of the Southland
[redacted]
Colton, CA? [redacted]
Re: Revdex.com Complaint
Customer
ID# [redacted]
Part Request
To Whom It May Concern,
?
Nexgrill
Industries/TGS Corpis in receipt of the above
referenced inquiry of [redacted]This inquiry was received by Nexgrill Industries/ TGS Corpon November
11, We appreciate your assistance in bringing our customer’s concerns to
our attention
?
TGS has
reviewed Mr[redacted]’s file and is aware of part request for a replacement door
handle assemblyAt this time TGS has placed a new parts order for the customer
under sales order number [redacted]The customer will receive the item within 5-
business daysThe customer will receive automated tracking information from Fedex.com
once the package is mailed
?
TGS has
made contact with Mrs[redacted] explaining his parts order is being fulfilled
through our California office and has agreed to receive the replacement partWe apologies for the delay on the customers back order
?
If we can
be of further assistance, we can be reached at our Los Angeles facility at 1-[redacted], Monday
through Friday, between a.mand p.m., Pacific Standard Time
Kindest regards,
[redacted]