Dear Ms ***, Hi, I am writing in reference to Revdex.com Case # [redacted] - [redacted] *** We would like to express our sincere apologies for the problems Mr [redacted] has experienced with his grillBased on the images we received and information provided by Mr***, the images does reveal some type of blockage or flashback has occurred Blockages, flashback, venturi, or spider fire, these are all the sameThis type fire occurs when there is a blockage in the burner or the venturi tube that connects the burner to the valvesFood particles, grease and insects are some of the causes for blockages Insects, primarily spiders will build nest in the burners and this will keep the gas from flowing properly through the burnersThe burners are a hollow tube that receives gas coming from the ValveThe Valve has a tiny orifice at the end that allows the gas to be pushed in a straight line into the burner The blockage acts like a wall and forces gas and fire to come back through the burner tubesGas and fire exit from the control panel area and the control knobs When fire comes out at the control panel, several parts may be damaged such as the control knobs, bezels, control panels, and the valve, hose and regulator assembly Often the intense heat and fire burns the nest, or other particles leaving no traces of the blockage The fire has charred Mr [redacted] burner, control panel and has damaged the valves We do not recommend using the grill until a new valve hose and regulator assembly has been installed To prevent grease fires, blockages, venturi or spider fires, we recommend cleaning the burners and grill often This includes removing the burners from the unit and cleaning inside them Please see attached information concerning Mr***’s Limited Warranty on his grill, How to Perform a Leak Test and How to Remove the Burners for cleaning about Spider Fires Blockages, Flashback, Spider fires and Grease Fires are not a defect in product but are considered a maintenance issueThe damage these types of fire causes to the grill are not covered under warranty We had offered to go beyond his Limited warranty by offering to replace Valve, Hose, and Regulator and tune up kit at no chargeMr [redacted] refused our offerBy replacing the Valve, Hose and Regulator assembly, this will be the complete gas line This part comes pre-assembled and will make this grill safe to operate We will gladly stand behind this offer to send a new control panel, Valve, Hose, and Regulator assembly, control knob and one of the burners at no cost The remaining burners will need to be cleaned Mr [redacted] would need to attach the valve hose and regulator assembly to the new control panel and his grill cart If Mr [redacted] wishes to purchase a new grill, we are willing to offer a 20% discount off the price of a new Char-Broil grillThe grills that are available for purchase are featured on our website at wwwcharbroil.comWe're sorry grills that are retail exclusive are not available for purchaseWe will waive Shipping and Handling Expenses as long as the grill is shipped within the Continental States If Mr [redacted] would like to take advantage of our offer for parts or the discount offer, please contact me at ###-###-#### Extension ***My available hours are Monday through Thursday from A.Mto P.MEastern Standard Time Thank you, [redacted] Char-Broil LLC
Dear Mrs***, Hi, I am writing in reference to Revdex.com Case # [redacted] - Robert M [redacted] We would like to express our sincere apologies for the problems Mr [redacted] experienced with his grill I have been appointed by the CEO, Mrs [redacted] , to respond to this complaint The model number [redacted] comes with a Day Limited WarrantyThis warranty begins on the date of purchase MrJ [redacted] has indicated that he purchased this unit over months ago Therefore his warranty has expired Please see attached Limited Warranty taken from his Owner’s Manual We understand MrJavoronok stores his grill under a covered patio However, heat can build up and cause condensation In order to prolong the life of the controller, we recommend removing the controller after each use and store inside an air controlled environment Due to the controller being damaged, this may have also damaged the heating element In some cases, we have seen where the element assembly had caused the damaged to the controller Therefore we recommend replacing both items We truly value Mr [redacted] as a Char-Broil Customer and since the initial complaint was against the controller, we will gladly offer both pieces at a discount price of $The controller was priced at $and the Heating Element was priced at $ We will waive all Shipping and Handling fees If you wish to place this order, please contact me at 1-800-352-Extension *** My available hours are Monday through Thursday from A.Mto P.MEastern Standard Time Thank you, [redacted] Char-Broil, LLC
Dear Mrs***, Hi, I am writing in reference to Revdex.com Case [redacted] - [redacted] Mr [redacted] s has indicated he purchased his grill in Decof Since the production of the grill in 2011, we have no issues with the product not getting hot enough to sear We are governed by the American National Safety Institute, which conducts a series of test in order for this model to pass certificationsModel has passed all certifications We’re sorry Mr [redacted] s does not accept our recommendations, the information we have provided is accurate One thing we have overlooked is the condition of his burners If the burners have not been cleaned, food particles and rust can also block the flow of gas This will prevent the heat from being distributed properly to the emitter plates We will gladly replace the burners at no charge being that they are still covered under warranty We will need a copy of his sales receipt to properly register his grillIf no receipt is available, we will need the serial number from his grill The serial number can be found on a white or silver label right below the model number This label can be found on the back side of the grill cartThe serial number will begin with the letter G for example G If Mr [redacted] s wishes to purchase a different style grate IR grates, we have item number available for $a set Mr [redacted] s will need three sets to fill up his firebox We will gladly offer these grates for a discount price of $for the set of three grates If he would like to place an order for these grates, please contact me at 1-800-352-Extension Before this order is placed, please provide the serial number so we can also include the burners Shipping and Handling charges will be waivedMy available hours are Monday through Thursday from A.Mto P.MEastern Standard Time Thank you, [redacted] Char-Broil, LLC
Dear Mrs***, Hi, I am writing in reference to Revdex.com Case # [redacted] -*** [redacted] We would like to express our sincere apologies for the problems Mr [redacted] is having with his grill Mr [redacted] had contacted our Corporate Office yesterday evening and we have not had the chance to contact him before we received his complaint through your organization this morning We have received conflicting information from Mr [redacted] The voice message we received on our Corporate Voice Mail Box states; “I purchased a model and there have been a lot of problems with this” and he also states; “My mother left this grill to me some time ago and I’m not sure where she got it from.” We will supply a copy of the Owner’s Manual to anyone requesting a copy because we want to make sure the product is being operated safelyWe also make the manuals available on our website so they can be viewed and printed at the customer’s convenience The unit Mr [redacted] supplied as the model was produced in Please find enclosed a copy of the Limited Warranty taken from manual that Mr [redacted] requested to be shippedManufacturer’s warranty is to the original consumer-purchaser The duration of the Limited Warranty is for a period of one yearThe warranty starts the day the grill was purchased from the retail storeWe’re sorry the warranty does not transfer from the original purchaser Mr [redacted] has confirmed that his mother was the original owner We’re sorry we are not able to grant warranty coverage for the grill However, as a courtesy will send a complete igniter kit item number at no cost If Mr [redacted] needs additional parts, they will have to be purchasedThe igniter kit will not come with batteries Mr [redacted] will need to install one AA Battery inside the Electronic Ignition Module Please allow to days for delivery Thank you, [redacted] Char-Broil,LLC
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] To buy the same grates Char briol suggests would not solve the problem since my grates are in tactThey simply do not nor have not ever made enough heat to properly cook meatI had hoped to be able to get the newer style infrared grates, I see on newer grills, and hoped they might produce more heatThe design of the infrared grates are flawedTo have to put cooking oil on the grates as they say before and after use if just out of lineThe holes in my grates are clear and of the original sizeIf my grates were of good quality stainless steel there would not be any question about rust If the tank problem they keep referring to were the problem the degree temperature would be so out of line it would be obviousThis not even in the pictureThe talk of plugged holes and rusted grates on a one year old grill are out of lineI obviously clean the grates before and after each usePreheating is also an obvious step in cooking on grill My meat has never been wet or frozen These are just ways of blaming the customer for a bad product I do not expect to get any results but hope my complaint might help someone elseI did contact Char Broil early on but only got someone selling recipesTried again when I saw the new style infrared grates in the store Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Its over the warranty, so I would be required to purchase parts which is not something reasonable to suggest given the quality of the unit I could buy a whole new grill for the price of these parts Regards, [redacted] i
Hi, I am writing in reference to Revdex.com Case- [redacted] *** We would like to express our sincere apologies for the problems Mr***’s grill model purchased May 3, We have reached out to Mr [redacted] and advised the reason why the stainless steel grates cannot be swapped for his porcelain grates is because the size of the firebox are not the sameWe are not able to change the parts for a unit without it passing certifications and for safety reasons We discussed grill maintenance and cleaning tips to help keep his grill looking newUnfortunately there are several factors that can cause rust to occur such as the frequency of use, grease fires, environmental conditions, airborne chemicals and grease buildupStainless steel or Porcelain grates and emitters will require cleaning after each useWe recommend to coat the surface of the cooking grates and emitters with a light coating of cooking oil For the exterior stainless steel surfaces, they can be cleaned with Stainless Steel Grill cleaner or a stainless steel polish Please do not apply stainless steel cleaners to the control panel where operation instructions are printedExterior painted surfaces will require touch up periodically with high temperature grill paintWe also recommend not to use anything abrasive on the surface of the cooking grates as it can scratch the surface of the grate causing food particles to stick and become harder to clean We truly value Mr [redacted] as a Char-Broil customer and offer a pro-rated rebate of $towards the purchase of a new Char-Broil grillMr [redacted] has accepted the rebate offer and requested for the form to be mailed to him via postal mailThe rebate offer will remain open for months and will expire May 17, If you have any questions or need further assistance, please contact me at [redacted] Extension ***My available hours are Monday through Friday from A.Mto P.MEastern Thank you, [redacted] Char-Broil, LLC
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have reviewed the settlement offer Two things they state in this response are not correct Yes, in one picture the tank is shown sitting outside the grill This is because they asked me to send pictures so I removed the tank from our other grill and hooked it up solely for taking and sending those pictures The tank normally is below the unit When finished taking pic tires, I disconnected the tank and put it back with the other grill Second, as far as grease build up, it is non existent The residue in the bottom of the grill was the ashes from the only thing ever cooked in ther plus the baking soda used to put out the fire I also disagree with the statements regarding improper propane I used three different tanks bought from three different sources with the same results By the wY, there was np problem with my old grill with any of these tanks I feel that when the burners are on, one should reasonably expect temperature less the degrees when all are on the lowest setting My complaint is this unit is unsafeI have sent the grill to the gas company I deal with and they are performing a test on the unit I expect an answer back from them in the next few days Regards, [redacted]
Dear Mrs [redacted] Hi, I am writing in reference to Revdex.com Case Number [redacted] - [redacted] *** We would like to express our sincere apologies for the problem Mr [redacted] has experienced We have a dated sales receipt on file stating Mr [redacted] purchased his grill on 9-27-Please find attached copy of the Limited Warranty for the unit The limited warranty for the firebox and lid assembly has expired This limited warranty applies to the functionality of the product only and does not cover cosmetic issues such as scratches, dents, corrosion, or discoloring by heat, abrasive chemicals, cleaners or any tools used in the assembly or installation of the appliance, surface rust or discoloration of stainless steel surfacesRust is not considered a manufacturing or material defect When we were first contacted by Mr***, he had informed us that he has thrown his grill away At this point Mr [redacted] made the decision to throw out the unit which terminated the remaining warranty coverage We truly value Mr [redacted] as a Char-Broil customer If Mr [redacted] had contacted us prior to throwing the grill away, we could have worked with him by ordering parts In some cases we offer huge discounts on parts and in some cases send the parts at no charge Being that he no longer owns the grill, we offered him a fair discount of 25% off the price of a new grill from our website that is not an exclusive product to retail storesWe will gladly honor this discount and waive his Shipping and HandlingIf Mr [redacted] would like to take advantage of our offer, please contact us at 1-800-241-Please reference case number [redacted] Thank you, [redacted] Char-Broil, LLC
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Dear Ms***, face="Calibri">Hi, I am writing in reference to Revdex.com Case- [redacted] We would like to express our sincere apologies for the problems Mr [redacted] has experienced Mr [redacted] states in his letter that he has purchase Model from Char-Broil WarehouseThe warehouse he is referring to is a Scratch and Dent Sale that sales grills and other charbroil products as is and does not come with a factory warrantySigns are posted in the Area where Mr [redacted] purchased his grill that state “Scratch and Dent Sale”, “No refunds”, “No exchanges” The unit has passed all safety certifications and are 100% tested from the factoryNo issues resembling the problem Mr [redacted] experienced has been reported We will inform our staff of the error regarding the warranty coverage as the product Mr [redacted] purchased was sold “As Is” and does not come with a Manufacturer Limited Warranty We have informed Mr [redacted] that we are not able to exchange or refund the product that he purchased back in November of from the Scratch and Dent SaleHowever, we offered a 15% discount off the price of a new Char-Broil unit that can be purchased from our website at www.charbroil.com, but Mr [redacted] refused our offer This offer is still available for days and is not limited to the type of grill (Gas, Charcoal or Electric) or the size of the unit that can be purchasedOnly restriction is that the grill cannot be an exclusive product sold to a retailer We will gladly waive the Shipping and Handling fees and ship the product directly to Mr [redacted] ’s home We’re sorry we are not able to refund or exchange the unit that was purchase from the Scratch and Dent sale but we will gladly send Mr [redacted] a new regulator assembly that has been testedOrder number [redacted] has been placed to reship the regulator assembly at no costThere will be a slight delay in shipping as we will be testing the product at our facility prior to shippingAfter it's tested the order will arrive within to days Before attaching the new regulator to your gas cylinder, please inspect the threads on the one lbgas cylinder to make sure the threads are not damaged or show signs of cross threadingIf it appears to be damaged or cross threaded, please replace the gas cylinder with a new onePlease do not use any tools or over tighten the gas cylinder to regulator as this will damage the regulatorInformation on page and of your Owner’s manual is highly recommended and would ensure safe operation of your unitWe suggest removing the gas tank when the grill is not in operation (see Page and 6) Always perform a leak test when connecting the gas tank to the regulator assembly If Mr [redacted] would like to take advantage of our offer to purchase a new unit, please contact me at 1-800-352-Extension My available hours are Monday through Thursday from A.Mto P.MEastern Time Thank you, [redacted] Char-Broil, LLC
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I spoke with a rep from Char Broil this morningLast week I sent them a receipt with proof of purchaseThis morning someone named [redacted] called to say that they could send out the parts again or a $gift certificate towards purchase of another cha broilWe don't want another box from them with parts that are broken and missing or bent we don't want to go through that again all we wanted was a replacement of the grill that we got just like we stated at a box like we got from the store or the $that we paid for the grill Even though they have never seen the grill they are still insisting it was a grease fireWe owned it a week as the receipt shows it was used twice and the 3rd time went up in flamesI will be email the CEO and anyone else I have to to get resolution to thisI don't think we are asking for a lot
Hi, I am writing in reference to Revdex.com Case- [redacted] We would like to express our sincere apologies for the problems Mr [redacted] has experienced with grill Model According to the manufacturing of Model 463441311, we are showing this model was produced in We have researched the Limited Warranty Policy that is outlined in Mr [redacted] Owner’s Manual and his warranty coverage has expired If Mr [redacted] feels this is incorrect, we will need a copy of a sales receipt of the grill purchase or some form of proof of purchase If Mr [redacted] no longer has a sales receipt, we will need some form of proof of purchase We will accept a copy of a credit card statement, bank statement or a copy of a canceled checkPlease black out private information such as bank account numbers, routing information etc We mainly need the date of purchase, the item number or SKU number of the product, the name of the retailer where the grill was purchase from and dollar amount of the purchase Several factors can cause parts to deteriorate at a faster rate and most can be prevented by the frequency of cleaning and maintaining the grill To help even out ware on parts, parts such as the burners, cooking grates and heat tents can be rotated These parts need to be cleaned frequently with grill cleaner, grill brush or hot soapy waterAfter cleaning the cooking grates and heat tents, please rinse off parts and dry wellOnce the burners have been cleaned, rinse with water and shake out excess water Install burners on the grill and light the grill following the lighting instructions found in your manual or on the control panelTurn the burners up on high for minutes to dry out any remaining moisture During long periods when the grill is not in use, coat the cooking grates with a light coating of vegetable oil and wrap with wax paper and store grates in doors We strongly recommend performing leak test prior to each use and clean out the burners often Insects have the tendency to build nest inside the burners and this can clog the gas flow causing flash back fires Painted surfaces will require touch up and high temperature grill paint which is available for purchaseThe interior of our grills are no painted, but over time will become coated with carbon build upThis carbon build up will resemble paint as it will flake off Carbon residue can be removed from the inside of your grill by using a grill brush and grill cleaner We truly value Mr [redacted] as a Char-Broil customer and willing to discount the parts (QtyHeat Tents and Bottom Shelf) from $to $ We will waive Shipping and Handling fees We will gladly keep this offer open for thirty days If you would like to take advantage of our offer, please call 1-866-239-and reference Case Number case number Our hours of operation are Monday and Tuesday from A.Mto P.MESTWednesday- Friday from A.Mto P.MESTand Saturday from A.Mto P.MEST Thank you, [redacted] Char-Broil, LLC
Dear Mrs [redacted] , Hi, I am writing in reference to Revdex.com Case- [redacted] We have reviewed the comments made by the customer and feel that we have made fair and reasonable offers Information we provided concerning the limited warranty outlines the terms of warranty coverage to the original OwnerThe warranty coverage for Mr [redacted] grill began on the day the grill was purchased in July The Limited Warranty duration for one year has expired and does not cover damages caused by a grease fire and venturi firesLimited Warranty is established to the original purchaser and will not transfer to another person should the unit be sold or given away We offered to replace the Valve Hose and Regulator assembly (Price of Valve, Hose and Regulator-$99.99) and Control Panel (Price of Control Panel-$39.99) at no charge with a 50% discount off the warming rack, heat tents and fireboxFirebox will not come pre-assembled with burners and other partsThe heat shield will be attached to the fireboxThe maximum out of pocket expense for Mr [redacted] to replace the firebox, warming rack and heat tents would be $Shipping and Handling will be waived The offer for parts was made to the original owner of the grill and will not transfer to anyoneThe other offer we made was to help assist Mr [redacted] with the purchase of new grill if he did not wish to replace parts We’re sorry but 30% discount is the maximum amount we will offerShipping and Handling will be waived Only one offer can be chosen We will gladly keep the offers we have made to Mr [redacted] open for ten Business daysIf you would like to place an order, please contact me at ###-###-#### Extension ***My available hours are Monday through Friday from A.Mto P.M Thank you, [redacted] ***, Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case [redacted] - [redacted] We would like to express our sincere apologies for the problems that Mrs [redacted] and family experienced with their grill As the manufacture of Char-Broil grills, our products must be certified and required to pass safety requirements set by the American National Safety InstituteThe unit Mrs [redacted] purchased passed all certification requirementsThe product, however, must be maintained and cleaned properly to ensure the grill is functioning properlyThis will require performing leak test often before the grill is going to be used and especially after you filled the gas tankParts on the grill must be inspected often and or replacedBurners will require to be removed and cleaned with a bottle brush and then flushed out with waterMore information for safety operations and cleaning are found in the Owner’s Manual that came with the grill When we spoke with Mrs [redacted] , we requested and received images of her grill since we did not have a model number and no registration on fileThe images we received reveals extensive damage to the control panel areaThe damage that was caused to the unit was from some type of blockage or obstruction in the venturi tube known as a venturi fire or Spider FireThis type fire occurs when there is a blockage in the burner or the venturi tube that connects the burner to the valvesThe blockage can be caused from food particles, grease or most commonly, insect nestsInsects, primarily spiders will build nest in the burners and this prevents the gas from flowing properly through the burner tubeThe gas cannot pass through the blockage as it builds, the pressure of the gas and flames are forced to exit at the control panel area and through the control knobThe type of damage you can see from this type of fire are melted bezels, melted control knobs, and the control panel will have discoloration or charring This can happen on brand new grillsTo keep this type fire from happening, the burners must be removed and cleaned out regularlyAll Owner Manuals from grill manufacturing companies includes instructions for safe operation as this type of fire is not limited to a particular brandWeber and Char- Broil warns of this type of hazard and recommends to clean the unit regularly and especially after storage, and/or nonuse The limited warranty that came with Mrs [redacted] unit provides the guidelines for warranty coverage This coverage is for replacement of parts that have been deemed defective in workmanship or materialsThe limited warranty stipulates grill fires such as grease fires, venturi fire, and flash back fires are not covered under warranty as these type of fires can be prevented through proper cleaning and grill maintenance We understand this can be very frightening and we truly value you as a member of the Char-Broil family We will gladly replace the burners, control panel, control knob, bezel and the valve hose regulator assembly at no costBy replacing these parts, this will restore the grill to the original condition prior to damageWe will gladly walk you through the installation process and answer any questions you may havePlease advised if you would like to receive the replacement parts by calling [redacted] ***My available hours are Monday through Friday from A.Mto P.MEastern Standard Time Thank you, [redacted] Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case # [redacted] - [redacted] We would like to express our sincere apologies for the problems Mr [redacted] has experienced with his grill As the manufacturer of Model 463240904, this unit was produced in October of In order to receive full warranty services, we require a copy of sales receipt or other form of proof of purchaseOn numerous occasions we have requested a copy of sales receipt or other forms of proof of purchase such as a bank statement, credit card statement, or a canceled checkMr [redacted] has failed to provide documentation showing the unit was purchased from a Licensed Char-Broil dealer, the date of purchase and the purchase price of the grill We agreed to accept the serial number off the unit to provide warranty parts for the duration as outlined in the Limited Warranty Policy found in his Owner’s ManualSince 2007, we have sent over $worth of partsThe MSRP price of the unit is $The parts we have sent has exceeded the MSRP price of the unit We are truly sorry that other parts Mr [redacted] needs are not available We value Mr [redacted] as a Char-Broil customer and offered Mr [redacted] a rebate of $towards the purchase of a new Char-Broil grillMr [redacted] has refused our offer We feel this amount is a fair offer without having proof of purchaseThe offer will remain open for days If Mr [redacted] can provide a copy of his proof of purchase for Model 463240904, we will gladly review his case If Mr [redacted] would like to take advantage of the rebate offer, please contact me at 1-800-352-Extension ***My available hours are Monday through Friday from A.Mto P.MEastern Standard Time Due to the holidays, I will not be available November through November 30th If he accepts the rebate offer he will have up to one year to make the new Char-Broil grill purchase Char-Broil grills can be purchased locally in places such as Wal-Mart, Lowe’s, K-mart and etcIf Mr [redacted] would like to purchase a grill directly from us, we will waive his shipping and handling fee Please visit our website at www.charbroil.com Please note grills that cannot be added to a shopping cart on our website are retail exclusive products and cannot be purchased from Char-Broil Thank you, [redacted] Char-Broil, LLC
Dear Ms [redacted] , Hi, I am writing in referene to Revdex.com Case [redacted] [redacted] We would like to express our sincere apologies for the problems Mr [redacted] experienced with the delivery of his new grillWe certainly appreicate Mr [redacted] complaint about his experience and agree his grill should be replacedIt is our policy to replace parts that were received damaged at no charge and to file freight claim with the carrierResearching the order of the repair parts that need to be replaced, basically we would be replacing the entire grill in individual partsWe have contacted Mr [redacted] and advised that we are stopping the parts order and placed an order to reship a new grill to Mr [redacted] We provided Order Number [redacted] to Mr [redacted] and advised the new grill will arrive witin to daysWe also explained that we are not able to file the freight claim but will need a portion of the grill containing the regulator to be sent backWe have mailed Mr [redacted] a prepaid lable for the return of this part We have addressed how this order was mishandled with our personnelWe ask for this case to be closed Thank you, M [redacted] Char-Broil, LLC
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear beloW Again, this will now be only the 4th grilling season for this grill and there is no reason no matter what you blame these issues on I havent grilled any different with my last grill as I do with this grill Buying this grill was a total disapointment I am asking for a direct price for a better grill from your collection around the same size Something that I can have last for a decade like my last grill I am asking for 40% off the purchase of that grill, free shipping and I have already talked to a non-profit baseball organization who would take this grill However they will need a few parts for it to be used again, so I am also asking for the parts at 50% for this organization and free shipping They said they would purchase the pasrts so they could use the grill I think it would be a shame to just junk this grill so again I think this would benefit this non-profit league for its use They dont need a new hood or anything or even the firebox They would need the tray that holds the drip chamber and of course the heat shields Just what is needed to put it back together so it works Dont need to have it pretty for them just so it functions for them I am still not happy that I was given 50% off parts yet wont give me 50% off a NEW grill So I will meet you guys in the middle so I have a NEW grill I could use, and I and actually your companyare able to assist a non-profit baseball league since they are in need of a grill Even though I will be out a grill that I paid $for and now will have to put out more money for a different one I think my requests is fair Of course IM still the BIGGEST loser out of this but I just want to settle this issueand this is something I could live with I hope we have an agrrement Again, I need to know what choices and my best options on a good grill from your company Regards, Leo [redacted]
Dear Mrs***, Hi, I am writing in reference to Revdex.com Case # [redacted] - [redacted] We would like to express our sincere apologies for the problems Mr [redacted] experienced with his orderWe have not received a copy of the Sales Receipt that is needed to register his grill for warranty services As a courtesy only, we will agree to replace the parts at no charge The order number is [redacted] Please allow to Days for delivery Thank you, [redacted] Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case Number [redacted] - [redacted] We would like to express our sincere apologies for the problems Mr [redacted] has experienced with his grill 8pt">We have tried to reach out to Mr [redacted] to help resolve the issues he is having with his push button ignitor on his grill but has been unsuccessful to reach him by telephoneWe have left voice message requesting a call back and followed up by an email I’m sorry we are not able to reach him We will gladly assist and provide warranty services for the product he purchased from Wal-Mart should he need replacement partsIf Mr [redacted] would like to speak with us, we may be reached at [redacted] Extension ***My available hours are Monday through Thursday from A.Mto P.MEastern Standard Time Thank you, [redacted] Char-Broil, LLC
Dear Ms ***, Hi, I am writing in reference to Revdex.com Case # [redacted] - [redacted] *** We would like to express our sincere apologies for the problems Mr [redacted] has experienced with his grillBased on the images we received and information provided by Mr***, the images does reveal some type of blockage or flashback has occurred Blockages, flashback, venturi, or spider fire, these are all the sameThis type fire occurs when there is a blockage in the burner or the venturi tube that connects the burner to the valvesFood particles, grease and insects are some of the causes for blockages Insects, primarily spiders will build nest in the burners and this will keep the gas from flowing properly through the burnersThe burners are a hollow tube that receives gas coming from the ValveThe Valve has a tiny orifice at the end that allows the gas to be pushed in a straight line into the burner The blockage acts like a wall and forces gas and fire to come back through the burner tubesGas and fire exit from the control panel area and the control knobs When fire comes out at the control panel, several parts may be damaged such as the control knobs, bezels, control panels, and the valve, hose and regulator assembly Often the intense heat and fire burns the nest, or other particles leaving no traces of the blockage The fire has charred Mr [redacted] burner, control panel and has damaged the valves We do not recommend using the grill until a new valve hose and regulator assembly has been installed To prevent grease fires, blockages, venturi or spider fires, we recommend cleaning the burners and grill often This includes removing the burners from the unit and cleaning inside them Please see attached information concerning Mr***’s Limited Warranty on his grill, How to Perform a Leak Test and How to Remove the Burners for cleaning about Spider Fires Blockages, Flashback, Spider fires and Grease Fires are not a defect in product but are considered a maintenance issueThe damage these types of fire causes to the grill are not covered under warranty We had offered to go beyond his Limited warranty by offering to replace Valve, Hose, and Regulator and tune up kit at no chargeMr [redacted] refused our offerBy replacing the Valve, Hose and Regulator assembly, this will be the complete gas line This part comes pre-assembled and will make this grill safe to operate We will gladly stand behind this offer to send a new control panel, Valve, Hose, and Regulator assembly, control knob and one of the burners at no cost The remaining burners will need to be cleaned Mr [redacted] would need to attach the valve hose and regulator assembly to the new control panel and his grill cart If Mr [redacted] wishes to purchase a new grill, we are willing to offer a 20% discount off the price of a new Char-Broil grillThe grills that are available for purchase are featured on our website at wwwcharbroil.comWe're sorry grills that are retail exclusive are not available for purchaseWe will waive Shipping and Handling Expenses as long as the grill is shipped within the Continental States If Mr [redacted] would like to take advantage of our offer for parts or the discount offer, please contact me at ###-###-#### Extension ***My available hours are Monday through Thursday from A.Mto P.MEastern Standard Time Thank you, [redacted] Char-Broil LLC
Dear Mrs***, Hi, I am writing in reference to Revdex.com Case # [redacted] - Robert M [redacted] We would like to express our sincere apologies for the problems Mr [redacted] experienced with his grill I have been appointed by the CEO, Mrs [redacted] , to respond to this complaint The model number [redacted] comes with a Day Limited WarrantyThis warranty begins on the date of purchase MrJ [redacted] has indicated that he purchased this unit over months ago Therefore his warranty has expired Please see attached Limited Warranty taken from his Owner’s Manual We understand MrJavoronok stores his grill under a covered patio However, heat can build up and cause condensation In order to prolong the life of the controller, we recommend removing the controller after each use and store inside an air controlled environment Due to the controller being damaged, this may have also damaged the heating element In some cases, we have seen where the element assembly had caused the damaged to the controller Therefore we recommend replacing both items We truly value Mr [redacted] as a Char-Broil Customer and since the initial complaint was against the controller, we will gladly offer both pieces at a discount price of $The controller was priced at $and the Heating Element was priced at $ We will waive all Shipping and Handling fees If you wish to place this order, please contact me at 1-800-352-Extension *** My available hours are Monday through Thursday from A.Mto P.MEastern Standard Time Thank you, [redacted] Char-Broil, LLC
Dear Mrs***, Hi, I am writing in reference to Revdex.com Case [redacted] - [redacted] Mr [redacted] s has indicated he purchased his grill in Decof Since the production of the grill in 2011, we have no issues with the product not getting hot enough to sear We are governed by the American National Safety Institute, which conducts a series of test in order for this model to pass certificationsModel has passed all certifications We’re sorry Mr [redacted] s does not accept our recommendations, the information we have provided is accurate One thing we have overlooked is the condition of his burners If the burners have not been cleaned, food particles and rust can also block the flow of gas This will prevent the heat from being distributed properly to the emitter plates We will gladly replace the burners at no charge being that they are still covered under warranty We will need a copy of his sales receipt to properly register his grillIf no receipt is available, we will need the serial number from his grill The serial number can be found on a white or silver label right below the model number This label can be found on the back side of the grill cartThe serial number will begin with the letter G for example G If Mr [redacted] s wishes to purchase a different style grate IR grates, we have item number available for $a set Mr [redacted] s will need three sets to fill up his firebox We will gladly offer these grates for a discount price of $for the set of three grates If he would like to place an order for these grates, please contact me at 1-800-352-Extension Before this order is placed, please provide the serial number so we can also include the burners Shipping and Handling charges will be waivedMy available hours are Monday through Thursday from A.Mto P.MEastern Standard Time Thank you, [redacted] Char-Broil, LLC
Dear Mrs***, Hi, I am writing in reference to Revdex.com Case # [redacted] -*** [redacted] We would like to express our sincere apologies for the problems Mr [redacted] is having with his grill Mr [redacted] had contacted our Corporate Office yesterday evening and we have not had the chance to contact him before we received his complaint through your organization this morning We have received conflicting information from Mr [redacted] The voice message we received on our Corporate Voice Mail Box states; “I purchased a model and there have been a lot of problems with this” and he also states; “My mother left this grill to me some time ago and I’m not sure where she got it from.” We will supply a copy of the Owner’s Manual to anyone requesting a copy because we want to make sure the product is being operated safelyWe also make the manuals available on our website so they can be viewed and printed at the customer’s convenience The unit Mr [redacted] supplied as the model was produced in Please find enclosed a copy of the Limited Warranty taken from manual that Mr [redacted] requested to be shippedManufacturer’s warranty is to the original consumer-purchaser The duration of the Limited Warranty is for a period of one yearThe warranty starts the day the grill was purchased from the retail storeWe’re sorry the warranty does not transfer from the original purchaser Mr [redacted] has confirmed that his mother was the original owner We’re sorry we are not able to grant warranty coverage for the grill However, as a courtesy will send a complete igniter kit item number at no cost If Mr [redacted] needs additional parts, they will have to be purchasedThe igniter kit will not come with batteries Mr [redacted] will need to install one AA Battery inside the Electronic Ignition Module Please allow to days for delivery Thank you, [redacted] Char-Broil,LLC
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] To buy the same grates Char briol suggests would not solve the problem since my grates are in tactThey simply do not nor have not ever made enough heat to properly cook meatI had hoped to be able to get the newer style infrared grates, I see on newer grills, and hoped they might produce more heatThe design of the infrared grates are flawedTo have to put cooking oil on the grates as they say before and after use if just out of lineThe holes in my grates are clear and of the original sizeIf my grates were of good quality stainless steel there would not be any question about rust If the tank problem they keep referring to were the problem the degree temperature would be so out of line it would be obviousThis not even in the pictureThe talk of plugged holes and rusted grates on a one year old grill are out of lineI obviously clean the grates before and after each usePreheating is also an obvious step in cooking on grill My meat has never been wet or frozen These are just ways of blaming the customer for a bad product I do not expect to get any results but hope my complaint might help someone elseI did contact Char Broil early on but only got someone selling recipesTried again when I saw the new style infrared grates in the store Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Its over the warranty, so I would be required to purchase parts which is not something reasonable to suggest given the quality of the unit I could buy a whole new grill for the price of these parts Regards, [redacted] i
Hi, I am writing in reference to Revdex.com Case- [redacted] *** We would like to express our sincere apologies for the problems Mr***’s grill model purchased May 3, We have reached out to Mr [redacted] and advised the reason why the stainless steel grates cannot be swapped for his porcelain grates is because the size of the firebox are not the sameWe are not able to change the parts for a unit without it passing certifications and for safety reasons We discussed grill maintenance and cleaning tips to help keep his grill looking newUnfortunately there are several factors that can cause rust to occur such as the frequency of use, grease fires, environmental conditions, airborne chemicals and grease buildupStainless steel or Porcelain grates and emitters will require cleaning after each useWe recommend to coat the surface of the cooking grates and emitters with a light coating of cooking oil For the exterior stainless steel surfaces, they can be cleaned with Stainless Steel Grill cleaner or a stainless steel polish Please do not apply stainless steel cleaners to the control panel where operation instructions are printedExterior painted surfaces will require touch up periodically with high temperature grill paintWe also recommend not to use anything abrasive on the surface of the cooking grates as it can scratch the surface of the grate causing food particles to stick and become harder to clean We truly value Mr [redacted] as a Char-Broil customer and offer a pro-rated rebate of $towards the purchase of a new Char-Broil grillMr [redacted] has accepted the rebate offer and requested for the form to be mailed to him via postal mailThe rebate offer will remain open for months and will expire May 17, If you have any questions or need further assistance, please contact me at [redacted] Extension ***My available hours are Monday through Friday from A.Mto P.MEastern Thank you, [redacted] Char-Broil, LLC
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have reviewed the settlement offer Two things they state in this response are not correct Yes, in one picture the tank is shown sitting outside the grill This is because they asked me to send pictures so I removed the tank from our other grill and hooked it up solely for taking and sending those pictures The tank normally is below the unit When finished taking pic tires, I disconnected the tank and put it back with the other grill Second, as far as grease build up, it is non existent The residue in the bottom of the grill was the ashes from the only thing ever cooked in ther plus the baking soda used to put out the fire I also disagree with the statements regarding improper propane I used three different tanks bought from three different sources with the same results By the wY, there was np problem with my old grill with any of these tanks I feel that when the burners are on, one should reasonably expect temperature less the degrees when all are on the lowest setting My complaint is this unit is unsafeI have sent the grill to the gas company I deal with and they are performing a test on the unit I expect an answer back from them in the next few days Regards, [redacted]
Dear Mrs [redacted] Hi, I am writing in reference to Revdex.com Case Number [redacted] - [redacted] *** We would like to express our sincere apologies for the problem Mr [redacted] has experienced We have a dated sales receipt on file stating Mr [redacted] purchased his grill on 9-27-Please find attached copy of the Limited Warranty for the unit The limited warranty for the firebox and lid assembly has expired This limited warranty applies to the functionality of the product only and does not cover cosmetic issues such as scratches, dents, corrosion, or discoloring by heat, abrasive chemicals, cleaners or any tools used in the assembly or installation of the appliance, surface rust or discoloration of stainless steel surfacesRust is not considered a manufacturing or material defect When we were first contacted by Mr***, he had informed us that he has thrown his grill away At this point Mr [redacted] made the decision to throw out the unit which terminated the remaining warranty coverage We truly value Mr [redacted] as a Char-Broil customer If Mr [redacted] had contacted us prior to throwing the grill away, we could have worked with him by ordering parts In some cases we offer huge discounts on parts and in some cases send the parts at no charge Being that he no longer owns the grill, we offered him a fair discount of 25% off the price of a new grill from our website that is not an exclusive product to retail storesWe will gladly honor this discount and waive his Shipping and HandlingIf Mr [redacted] would like to take advantage of our offer, please contact us at 1-800-241-Please reference case number [redacted] Thank you, [redacted] Char-Broil, LLC
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Dear Ms***, face="Calibri">Hi, I am writing in reference to Revdex.com Case- [redacted] We would like to express our sincere apologies for the problems Mr [redacted] has experienced Mr [redacted] states in his letter that he has purchase Model from Char-Broil WarehouseThe warehouse he is referring to is a Scratch and Dent Sale that sales grills and other charbroil products as is and does not come with a factory warrantySigns are posted in the Area where Mr [redacted] purchased his grill that state “Scratch and Dent Sale”, “No refunds”, “No exchanges” The unit has passed all safety certifications and are 100% tested from the factoryNo issues resembling the problem Mr [redacted] experienced has been reported We will inform our staff of the error regarding the warranty coverage as the product Mr [redacted] purchased was sold “As Is” and does not come with a Manufacturer Limited Warranty We have informed Mr [redacted] that we are not able to exchange or refund the product that he purchased back in November of from the Scratch and Dent SaleHowever, we offered a 15% discount off the price of a new Char-Broil unit that can be purchased from our website at www.charbroil.com, but Mr [redacted] refused our offer This offer is still available for days and is not limited to the type of grill (Gas, Charcoal or Electric) or the size of the unit that can be purchasedOnly restriction is that the grill cannot be an exclusive product sold to a retailer We will gladly waive the Shipping and Handling fees and ship the product directly to Mr [redacted] ’s home We’re sorry we are not able to refund or exchange the unit that was purchase from the Scratch and Dent sale but we will gladly send Mr [redacted] a new regulator assembly that has been testedOrder number [redacted] has been placed to reship the regulator assembly at no costThere will be a slight delay in shipping as we will be testing the product at our facility prior to shippingAfter it's tested the order will arrive within to days Before attaching the new regulator to your gas cylinder, please inspect the threads on the one lbgas cylinder to make sure the threads are not damaged or show signs of cross threadingIf it appears to be damaged or cross threaded, please replace the gas cylinder with a new onePlease do not use any tools or over tighten the gas cylinder to regulator as this will damage the regulatorInformation on page and of your Owner’s manual is highly recommended and would ensure safe operation of your unitWe suggest removing the gas tank when the grill is not in operation (see Page and 6) Always perform a leak test when connecting the gas tank to the regulator assembly If Mr [redacted] would like to take advantage of our offer to purchase a new unit, please contact me at 1-800-352-Extension My available hours are Monday through Thursday from A.Mto P.MEastern Time Thank you, [redacted] Char-Broil, LLC
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I spoke with a rep from Char Broil this morningLast week I sent them a receipt with proof of purchaseThis morning someone named [redacted] called to say that they could send out the parts again or a $gift certificate towards purchase of another cha broilWe don't want another box from them with parts that are broken and missing or bent we don't want to go through that again all we wanted was a replacement of the grill that we got just like we stated at a box like we got from the store or the $that we paid for the grill Even though they have never seen the grill they are still insisting it was a grease fireWe owned it a week as the receipt shows it was used twice and the 3rd time went up in flamesI will be email the CEO and anyone else I have to to get resolution to thisI don't think we are asking for a lot
Hi, I am writing in reference to Revdex.com Case- [redacted] We would like to express our sincere apologies for the problems Mr [redacted] has experienced with grill Model According to the manufacturing of Model 463441311, we are showing this model was produced in We have researched the Limited Warranty Policy that is outlined in Mr [redacted] Owner’s Manual and his warranty coverage has expired If Mr [redacted] feels this is incorrect, we will need a copy of a sales receipt of the grill purchase or some form of proof of purchase If Mr [redacted] no longer has a sales receipt, we will need some form of proof of purchase We will accept a copy of a credit card statement, bank statement or a copy of a canceled checkPlease black out private information such as bank account numbers, routing information etc We mainly need the date of purchase, the item number or SKU number of the product, the name of the retailer where the grill was purchase from and dollar amount of the purchase Several factors can cause parts to deteriorate at a faster rate and most can be prevented by the frequency of cleaning and maintaining the grill To help even out ware on parts, parts such as the burners, cooking grates and heat tents can be rotated These parts need to be cleaned frequently with grill cleaner, grill brush or hot soapy waterAfter cleaning the cooking grates and heat tents, please rinse off parts and dry wellOnce the burners have been cleaned, rinse with water and shake out excess water Install burners on the grill and light the grill following the lighting instructions found in your manual or on the control panelTurn the burners up on high for minutes to dry out any remaining moisture During long periods when the grill is not in use, coat the cooking grates with a light coating of vegetable oil and wrap with wax paper and store grates in doors We strongly recommend performing leak test prior to each use and clean out the burners often Insects have the tendency to build nest inside the burners and this can clog the gas flow causing flash back fires Painted surfaces will require touch up and high temperature grill paint which is available for purchaseThe interior of our grills are no painted, but over time will become coated with carbon build upThis carbon build up will resemble paint as it will flake off Carbon residue can be removed from the inside of your grill by using a grill brush and grill cleaner We truly value Mr [redacted] as a Char-Broil customer and willing to discount the parts (QtyHeat Tents and Bottom Shelf) from $to $ We will waive Shipping and Handling fees We will gladly keep this offer open for thirty days If you would like to take advantage of our offer, please call 1-866-239-and reference Case Number case number Our hours of operation are Monday and Tuesday from A.Mto P.MESTWednesday- Friday from A.Mto P.MESTand Saturday from A.Mto P.MEST Thank you, [redacted] Char-Broil, LLC
Dear Mrs [redacted] , Hi, I am writing in reference to Revdex.com Case- [redacted] We have reviewed the comments made by the customer and feel that we have made fair and reasonable offers Information we provided concerning the limited warranty outlines the terms of warranty coverage to the original OwnerThe warranty coverage for Mr [redacted] grill began on the day the grill was purchased in July The Limited Warranty duration for one year has expired and does not cover damages caused by a grease fire and venturi firesLimited Warranty is established to the original purchaser and will not transfer to another person should the unit be sold or given away We offered to replace the Valve Hose and Regulator assembly (Price of Valve, Hose and Regulator-$99.99) and Control Panel (Price of Control Panel-$39.99) at no charge with a 50% discount off the warming rack, heat tents and fireboxFirebox will not come pre-assembled with burners and other partsThe heat shield will be attached to the fireboxThe maximum out of pocket expense for Mr [redacted] to replace the firebox, warming rack and heat tents would be $Shipping and Handling will be waived The offer for parts was made to the original owner of the grill and will not transfer to anyoneThe other offer we made was to help assist Mr [redacted] with the purchase of new grill if he did not wish to replace parts We’re sorry but 30% discount is the maximum amount we will offerShipping and Handling will be waived Only one offer can be chosen We will gladly keep the offers we have made to Mr [redacted] open for ten Business daysIf you would like to place an order, please contact me at ###-###-#### Extension ***My available hours are Monday through Friday from A.Mto P.M Thank you, [redacted] ***, Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case [redacted] - [redacted] We would like to express our sincere apologies for the problems that Mrs [redacted] and family experienced with their grill As the manufacture of Char-Broil grills, our products must be certified and required to pass safety requirements set by the American National Safety InstituteThe unit Mrs [redacted] purchased passed all certification requirementsThe product, however, must be maintained and cleaned properly to ensure the grill is functioning properlyThis will require performing leak test often before the grill is going to be used and especially after you filled the gas tankParts on the grill must be inspected often and or replacedBurners will require to be removed and cleaned with a bottle brush and then flushed out with waterMore information for safety operations and cleaning are found in the Owner’s Manual that came with the grill When we spoke with Mrs [redacted] , we requested and received images of her grill since we did not have a model number and no registration on fileThe images we received reveals extensive damage to the control panel areaThe damage that was caused to the unit was from some type of blockage or obstruction in the venturi tube known as a venturi fire or Spider FireThis type fire occurs when there is a blockage in the burner or the venturi tube that connects the burner to the valvesThe blockage can be caused from food particles, grease or most commonly, insect nestsInsects, primarily spiders will build nest in the burners and this prevents the gas from flowing properly through the burner tubeThe gas cannot pass through the blockage as it builds, the pressure of the gas and flames are forced to exit at the control panel area and through the control knobThe type of damage you can see from this type of fire are melted bezels, melted control knobs, and the control panel will have discoloration or charring This can happen on brand new grillsTo keep this type fire from happening, the burners must be removed and cleaned out regularlyAll Owner Manuals from grill manufacturing companies includes instructions for safe operation as this type of fire is not limited to a particular brandWeber and Char- Broil warns of this type of hazard and recommends to clean the unit regularly and especially after storage, and/or nonuse The limited warranty that came with Mrs [redacted] unit provides the guidelines for warranty coverage This coverage is for replacement of parts that have been deemed defective in workmanship or materialsThe limited warranty stipulates grill fires such as grease fires, venturi fire, and flash back fires are not covered under warranty as these type of fires can be prevented through proper cleaning and grill maintenance We understand this can be very frightening and we truly value you as a member of the Char-Broil family We will gladly replace the burners, control panel, control knob, bezel and the valve hose regulator assembly at no costBy replacing these parts, this will restore the grill to the original condition prior to damageWe will gladly walk you through the installation process and answer any questions you may havePlease advised if you would like to receive the replacement parts by calling [redacted] ***My available hours are Monday through Friday from A.Mto P.MEastern Standard Time Thank you, [redacted] Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case # [redacted] - [redacted] We would like to express our sincere apologies for the problems Mr [redacted] has experienced with his grill As the manufacturer of Model 463240904, this unit was produced in October of In order to receive full warranty services, we require a copy of sales receipt or other form of proof of purchaseOn numerous occasions we have requested a copy of sales receipt or other forms of proof of purchase such as a bank statement, credit card statement, or a canceled checkMr [redacted] has failed to provide documentation showing the unit was purchased from a Licensed Char-Broil dealer, the date of purchase and the purchase price of the grill We agreed to accept the serial number off the unit to provide warranty parts for the duration as outlined in the Limited Warranty Policy found in his Owner’s ManualSince 2007, we have sent over $worth of partsThe MSRP price of the unit is $The parts we have sent has exceeded the MSRP price of the unit We are truly sorry that other parts Mr [redacted] needs are not available We value Mr [redacted] as a Char-Broil customer and offered Mr [redacted] a rebate of $towards the purchase of a new Char-Broil grillMr [redacted] has refused our offer We feel this amount is a fair offer without having proof of purchaseThe offer will remain open for days If Mr [redacted] can provide a copy of his proof of purchase for Model 463240904, we will gladly review his case If Mr [redacted] would like to take advantage of the rebate offer, please contact me at 1-800-352-Extension ***My available hours are Monday through Friday from A.Mto P.MEastern Standard Time Due to the holidays, I will not be available November through November 30th If he accepts the rebate offer he will have up to one year to make the new Char-Broil grill purchase Char-Broil grills can be purchased locally in places such as Wal-Mart, Lowe’s, K-mart and etcIf Mr [redacted] would like to purchase a grill directly from us, we will waive his shipping and handling fee Please visit our website at www.charbroil.com Please note grills that cannot be added to a shopping cart on our website are retail exclusive products and cannot be purchased from Char-Broil Thank you, [redacted] Char-Broil, LLC
Dear Ms [redacted] , Hi, I am writing in referene to Revdex.com Case [redacted] [redacted] We would like to express our sincere apologies for the problems Mr [redacted] experienced with the delivery of his new grillWe certainly appreicate Mr [redacted] complaint about his experience and agree his grill should be replacedIt is our policy to replace parts that were received damaged at no charge and to file freight claim with the carrierResearching the order of the repair parts that need to be replaced, basically we would be replacing the entire grill in individual partsWe have contacted Mr [redacted] and advised that we are stopping the parts order and placed an order to reship a new grill to Mr [redacted] We provided Order Number [redacted] to Mr [redacted] and advised the new grill will arrive witin to daysWe also explained that we are not able to file the freight claim but will need a portion of the grill containing the regulator to be sent backWe have mailed Mr [redacted] a prepaid lable for the return of this part We have addressed how this order was mishandled with our personnelWe ask for this case to be closed Thank you, M [redacted] Char-Broil, LLC
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear beloW Again, this will now be only the 4th grilling season for this grill and there is no reason no matter what you blame these issues on I havent grilled any different with my last grill as I do with this grill Buying this grill was a total disapointment I am asking for a direct price for a better grill from your collection around the same size Something that I can have last for a decade like my last grill I am asking for 40% off the purchase of that grill, free shipping and I have already talked to a non-profit baseball organization who would take this grill However they will need a few parts for it to be used again, so I am also asking for the parts at 50% for this organization and free shipping They said they would purchase the pasrts so they could use the grill I think it would be a shame to just junk this grill so again I think this would benefit this non-profit league for its use They dont need a new hood or anything or even the firebox They would need the tray that holds the drip chamber and of course the heat shields Just what is needed to put it back together so it works Dont need to have it pretty for them just so it functions for them I am still not happy that I was given 50% off parts yet wont give me 50% off a NEW grill So I will meet you guys in the middle so I have a NEW grill I could use, and I and actually your companyare able to assist a non-profit baseball league since they are in need of a grill Even though I will be out a grill that I paid $for and now will have to put out more money for a different one I think my requests is fair Of course IM still the BIGGEST loser out of this but I just want to settle this issueand this is something I could live with I hope we have an agrrement Again, I need to know what choices and my best options on a good grill from your company Regards, Leo [redacted]
Dear Mrs***, Hi, I am writing in reference to Revdex.com Case # [redacted] - [redacted] We would like to express our sincere apologies for the problems Mr [redacted] experienced with his orderWe have not received a copy of the Sales Receipt that is needed to register his grill for warranty services As a courtesy only, we will agree to replace the parts at no charge The order number is [redacted] Please allow to Days for delivery Thank you, [redacted] Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case Number [redacted] - [redacted] We would like to express our sincere apologies for the problems Mr [redacted] has experienced with his grill 8pt">We have tried to reach out to Mr [redacted] to help resolve the issues he is having with his push button ignitor on his grill but has been unsuccessful to reach him by telephoneWe have left voice message requesting a call back and followed up by an email I’m sorry we are not able to reach him We will gladly assist and provide warranty services for the product he purchased from Wal-Mart should he need replacement partsIf Mr [redacted] would like to speak with us, we may be reached at [redacted] Extension ***My available hours are Monday through Thursday from A.Mto P.MEastern Standard Time Thank you, [redacted] Char-Broil, LLC