Nexgrill Industries

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[redacted]The order has also been expeditedI also provided the customer with my direct contact information in case they need any additional
help.? Thank you[redacted] on Behalf of [redacted]

Initial Business Response /* (1000, 8, 2015/07/07) */
To Whom It May Concern:
TGS/Nexgrill has no record of Mr. [redacted] providing proof of purchase for his prior parts order. He received the warranty parts previously, as a courtesy to him, without providing proof of purchase. The fact that...

TGS/Nexgrill provided warranty parts to Mr. [redacted] previously without proof of purchase, as a courtesy to him, does not obligate Nexgrill to continue to do so. 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.
In addition, the photographs Mr. [redacted] provided depict an excessive amount of grease and debris build-up in the bowl assembly. The excessive grease and debris can accelerate and/or exacerbate the occurrence of rust and/or corrosion. This lack of maintenance voids the warranty.
In view of the foregoing, TGS/Nexgrill is unable to offer any warranty service, with regard to this matter
Initial Consumer Rebuttal /* (3000, 10, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't believe anyone would have sent me warranty parts without proof of purchase multiple times and I have never had dealings with a company that lied like this one. I will make sure I give them great rating like the other 50 plus people who said the same thing about them on the just one site. Their products are poor quality and they don't honor warranties. They ask me to send the original receipt as proof of purchase before they sent me warranty parts at least twice maybe three times. I know the parts were shipped UPS and I will ask my company (UPS) to track how many shipments came from them to my address before I take legal action. I can't believe this company is this bad.
Final Business Response /* (4000, 12, 2015/07/17) */
To Whom It May Concern:
TGS/Nexgrill has, in the past, provided consumers with warranty parts without requiring proof of purchase, as a courtesy to the consumer. This practice does not obligate TGS/Nexgrill, however, to continue offering warranty parts without proof of purchase.
TGS/Nexgrill has no record of Mr. [redacted] providing proof of purchase for his prior parts order. 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.
In addition, the photographs Mr. [redacted] provided depict an excessive amount of grease and debris build-up in the bowl assembly. The excessive grease and debris can accelerate and/or exacerbate the occurrence of rust and/or corrosion. This lack of maintenance voids the warranty.
In view of the foregoing, TGS/Nexgrill is unable to offer any warranty service, with regard to this matter
Final Consumer Response /* (4200, 14, 2015/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What can I say this company is one I will not deal with again and I will tell everyone I know not to buy their products

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12861780, and find that this resolution is satisfactory to me.Best Regards[redacted]

I am rejecting this response because:
At this point, I’m totally confused on the role of the Revdex.com.  If it’s only to facilitate more accusations from Nexgrill counsel in regard to my abilities on reading a manual and how to operate a grill, then this is a futile attempt at resolution.  I am neither a liar nor a fool, which is what counsel tries to portray, but apparently that’s common to their profession. I have read the manual pertaining to my grill and know how to properly operate the grill I own.  I know a grill cannot be used within inches of a structure.  I also know the difference between a grease fire and a propane fire ball.  I’m 58 years old and I’m not a novice at using a grill.  However, this is the first grill I’ve owned that seems to be defective.  And this is the first company I’ve ever purchased from that has gone to incredible lengths to try to embarrass the purchaser rather than try to amicably resolve a customer issue. My hope was that the Revdex.com would work directly with Nexgrill management, rather than a team of attorneys, to properly convey a paying consumer’s concerns.  To this point, it seems the Revdex.com is only shuffling papers to make it appear they’re in involved, when actually Nexgrill counsel and I are only rehashing previous communications in a different format. As I’ve stated many times, this is not a property damage issue.  My concern was that of a defective grill and the possible danger it presents.  It’s painfully clear to me that this is of no concern to Nexgrill, or now, the Revdex.com.  $270 is not worth more of my time to continue stating the same comments and making the same arguments only to be called a liar and a fool. There are other avenues to share my experience with those who might be interested.  I have purchased my last Nexgrill product and intend to share my experience in other venues to help prevent other consumers from having a similar experience with a Nexgrill product.  I’m not necessarily claiming the entire Nexgrill product line to be deficient, but I will declare the Nexgrill company and service to be the absolute worst I have ever experienced in any industry.  It’s very obvious that I care more about consumer safety than either Nexgrill or the Revdex.com.

Monday
November 28, 2016
Revdex.com of the Southland
[redacted]
Colton, CA  [redacted]
Re: Revdex.com Complaint [redacted]
NXG/TGS Customer # [redacted]
TGS S/O#: [redacted]
 
To Whom It
May Concern,
 
Nexgrill
Industries is in...

receipt of the above-referenced inquiry of Mr. [redacted].
This inquiry was received by Nexgrill Industries on November 28, 2016. We
appreciate your assistance in bringing our customer's concerns to our
attention.
TGS has contacted Mr. [redacted] regarding the issue he experienced with his last
order and have clarified the situation. At this time TGS/Nexgrill has placed a
parts order for Mr. [redacted] under sales order [redacted] for LP orifices at no
charge. Based on the tracking inflation the customer received the parts as of
11/25/2016. TGS will continue to follow-up with Mr. [redacted] to ensure his issue
is resolved.
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 1-[redacted],
Monday through Friday, between 8 a.m. and 5 p.m., Pacific Standard Time.
Kindest regards,
[redacted]
([redacted]
Nexgrill
Industries/The Grill Services

Wednesday August 30, 2017
Revdex.com of the Southland
315 North La Cadena Drive
Colton, CA  92324
Re: Revdex.com Complaint, [redacted]
Customer ID# [redacted]
TGS S/O#s (N/A)
To Whom It May Concern,
 
Nexgrill Industries is in receipt of
the...

above-referenced inquiry of Mrs. [redacted]. This inquiry was received by
Nexgrill Industries on August 25, 2017. We appreciate your assistance in
bringing our customer's concerns to our attention.
TGS has received Mrs. [redacted] case
through our customer service division at Nexgrill Industries. TGS emailed a final claim resolution letter to
the customer on August 21, 2017. The photos which were submitted by Mrs. [redacted] confirm
that some internal component parts of the grill have been damaged. Component
parts can be damaged due to various reasons, including: 1) grease buildup
inside the bowl assembly and/or grease tray; 2) normal wear and tear on
component parts, etc.
 
We note from a review of the provided photographs
that they depict excessive build-up and debris in the base of the bowl
assembly. The build-up of grease and debris will accelerate the occurrence of corrosion
and will cause damage to the grill and component parts. This lack of
maintenance voids the warranty. In 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 manual. In addition we are unable
to provide warranty due to the subject grills applicable warranty is expired. In
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, 2017.
 
We regret any inconvenience that these
matters may have caused Mrs. [redacted]. If we can be of further assistance, we can
be reached at our Los Angeles
facility at ###-###-####, Monday through Friday, between 8 a.m. and 5 p.m.,
Pacific Standard Time.
Kindest regards,
Maxine
Customer Service
Nexgrill Industries/The Grill Services

Friday May 19, 2017
Revdex.com of the Southland
[redacted]
Colton, CA  [redacted]
Re: Revdex.com Complaint [redacted] L [redacted]
Customer ID# [redacted]-[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 8 a.m. and 5 p.m., Pacific
Standard Time.
Kindest regards,
[redacted]
Nexgrill Industries/The Grill Services

Friday
November 11, 2016
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 Corp. is in receipt of the above...

referenced inquiry of [redacted]
[redacted]. This inquiry was received by Nexgrill Industries/ TGS Corp. on November
11, 2016. 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 assembly. At this time TGS has placed a new parts order for the customer
under sales order number [redacted]. The customer will receive the item within 5-7
business days. The 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 part. We 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 8 a.m. and 5 p.m., Pacific Standard Time.
Kindest regards,
[redacted]

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

Saturday July 29, 2017
Revdex.com of the Southland
315 North La Cadena Drive
Colton, CA  92324
Re: Revdex.com Complaint 12290257 [redacted]
NXG/TGS Customer # [redacted]
TGS S/O#: SO0696249
 
To Whom It May Concern,
 
Nexgrill Industries is in...

receipt of the above-referenced
inquiry of Mr. [redacted]. This inquiry was received by Nexgrill Industries on July
27, 2017 We appreciate your assistance in bringing our customer's concerns to
our attention.
We contacted Mr. [redacted] to discuss these matters in detail; we have troubleshooted
over the phone and determine what the issue may be. Additionally 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. [redacted] was the sear burner
igniter wire. We apologize for the wait the customer experienced.
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 ###-###-####,
Monday through Friday, between 8 a.m. and 5 p.m., Pacific Standard Time.
Kindest regards,
[redacted]
Nexgrill Industries/The Grill Services

Initial Business Response /* (1000, 5, 2016/02/29) */
Monday February 29, 2016
[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, 2016. 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 parts. The cost of shipping and handling is a standard $16.49 for warranty and non warranty parts. TGS has offered to assist Mr. [redacted] with covering half the cost of the standard shipping and handling rates in the amount of $8.50 however, he has declined that offer. At 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 20 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 8 a.m. and 5 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.)

September
29, 2016
[redacted], **  [redacted]
Re: Revdex.com Complaint [redacted]
Customer ID# [redacted]
To Whom It May Concern,
 
Nexgrill
Industries/TGS Corp. is in receipt of the above...

referenced inquiry of Mr. [redacted].
This inquiry was received by Nexgrill Industries/ TGS Corp. on September 28,
2016. We appreciate your assistance in bringing our customer’s concerns to our
attention.
 
Nexgrill
has been in contact with Mr. [redacted] regarding refund request for his barbeque
grill. As of 09/01/2016 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 closed. Again, Mr. [redacted] has agreed to
this resolve, and we are confident that Mr. [redacted] is satisfied with the
resolution. We appreciate the time Ms. [redacted] 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-[redacted], Monday
through Friday, between 8 a.m. and 5 p.m., Pacific Standard Time.
Kindest regards,
[redacted]
Customer
Service Department

Initial Business Response /* (1000, 5, 2015/10/08) */
To Whom It May Concern:
TGS/Nexgrill offers a limited warranty only to the original purchaser, and proof of purchase must be provided. TGS/Nexgrill is not allowed to circumvent that policy in order to provide warranty service. Mr. [redacted]...

admits that he is not the original purchaser and that the grill was a gift to him from his friend. Mr. [redacted] also states that he has had possession of the grill for approximately two years; however, based on the serial number of the subject grill, TGS/Nexgrill has determined that the grill was manufactured in 2003.
In view of the foregoing, TGS/Nexgrill is unable to provide any warranty service, with regard to this matter
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this response is unacceptable to me because of the following reasons:
1. This was a gift and it was given to me 2 yrs ago. At that time it worked properly
whether I am the original purchaser is irrelevant.
There are many complaints across the country related to defective burners that rot out in less than 2 yrs. Nexgrill told me the burners had a 10 yr warrantee when I spoke to them 2 yrs ago and this past June 2015. They also told me back 2 yrs ago I did not need a receipt that I should take pictures of the defects and email or mail them which is exactly what they told me back in June 2015
They also told me this past June that the grate cooking surface was still under warrantee and that based on what I told them they would replace the grill. Now after the fact since neither I nor my friend have the receipt they refuse to do anything.
If this grill is as durable as the warrantee they should stand behind it.
The Moss Patman Warrantee Act and the Warrantee of Durability Act state that if the product does not meet a certain threshold of durability that the manufacturer is responsible for repair and replacement of the product regardless of the original warrantee. No where in the law does it state that it must be the original purchaser.
There is also a class action lawsuit covering safety defects on this grill which Nexgrill never mentions that lead to several people's houses catching fire.
Furthermore the Product Safety commission fined Nexgrill related to the safety defects.
Defeective burners can be considered a saftety defect in that it can cause a gas explosion or fire since the flame can elevate is shoot up hire than it should be causing injury to a person.

Initial Business Response /* (1000, 5, 2016/06/17) */
To Whom It May Concern,
Nexgrill Industries/TGS Corp. is in receipt of the above referenced inquiry of Mr. [redacted]. This inquiry was received by Nexgrill Industries/ TGS Corp. on June 14, 2016. We appreciate your assistance in bringing...

our customer's concerns to our attention.
We have attempted to contact Mr. [redacted] on contact phone line XXX-XXX-XXXX to discuss these matters in detail; however, we could not receive his voice mail box so we were unable to leave a message.
TGS has reviewed Mr. [redacted]'s file and is aware of his request for a sear burner igniter wire. To resolve this urgent mater TGS has placed a parts order today without charging Mr. [redacted] since the item is still covered under a 30 day manufactures warranty. The order number is XXXXXXXX.
We appreciate the time Mr. [redacted] took to make us aware of his concern, and apologize for any and all inconveniences this situation may have caused.
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 8 a.m. and 5 p.m., Pacific Standard Time.
Kindest regards,
[redacted]
Incidents Asst. Supervisor
Nexgrill Industries/The Grill Services
Initial Consumer Rebuttal /* (3000, 7, 2016/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although we received several messages over the time period mentioned (voice mail is working) there was none from NexGrill. There is no evidence on my caller ID log with the name "NexGrill" or that the number provided attempted to call.
The warranty clearly stated in the manual (available to Revdex.com via email on request) is 3 years (including labor over the first year). NOT the 30 days mentioned. I take exception to NexGril's attempt to alter the warranty in this response, and assert my warranty coverage remains 3 years.
I await delivery of the part. If (1) the part arrives, and (2) I am able to install it, and (3) the side burner functions, and (4) NexGrill's reaffirmation of the 3 year limited warranty in the written manual, Once ALL 4 of the above conditions are satisfied, I will consider the matter resolved. Until then the matter remains unresolved.
Final Business Response /* (4000, 9, 2016/06/23) */
Thursday June 23, 2016
[redacted]
Re: Revdex.com Complaint ID # XXXXXXXX
Customer ID# XXXX-XXXXX
Part Request
To Whom It May Concern,
Nexgrill Industries/TGS Corp. is in receipt of the above referenced inquiry of Mr. [redacted]. This inquiry was received by Nexgrill Industries/ TGS Corp. on June 14, 2016. We appreciate your assistance in bringing our customer's concerns to our attention.
The customer's order number XXXXXXXX has shipped and USPS has indicated the package was delivered on June 21, 2016 and delivered in the mailbox. Should the consumer need any assistance with the installation he may contact me directly.
Grill model XXX-XXXXE holds a limited warranty as outlined in the owner's manual. (One year limited warranty on stainless steel and other parts, five year warranty on stainless steel burners) The warranty is valid from the date of purchase.
We appreciate the time Mr. [redacted] took to make us aware of his concern, and apologize for any and all inconveniences this situation may have caused.
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 8 a.m. and 5 p.m., Pacific Standard Time.
Kindest regards,
[redacted]
Nexgrill Industries/The Grill Services
Final Consumer Response /* (2000, 11, 2016/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the replacement igniter and was able to get the grill to function as specified.
I appreciate that the company now properly aknowloges the warranty period.
I consider the matter closed and hope that the grill remains functioning.

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.