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] Charbroil makes it seem like I was asking for parts for no reason. Their grill was defective, plain and simple! The more the grill was looked at the more damage could be seen. Charbroil sent me 38 parts as they where all defective/damaged with excessive rusting. No parts at all should have been sent if Charbroil knowingly sent me a right side panel that DOESNT fit my grill. Charbroil has obviously mislead me when they stated that the replacement right side panel was an exact replacement for my original one that was needed. What does charbroils apology for sending a part that they know doesnt fit my grill do for me? Saying sorry that "it didn't work for me" is insulting. That part sent was not compatible with my grill! The part they sent is missing 1 pre drilled hole for an inside rack AND 5 pre drilled holes and two slots to hang the right side door. With out these the right side door is unable to be hung on. I didnt agree for the parts to be sent knowing that one wasnt for my grill. I never would have agreed to the parts. As far as charbroils statement that I didnt provide a dated sales receipt; THAT IS A COMPLETE LIE! I absolutely sent charbroil a copy of my receipt. When I get home from work today I could look up spe ifically when it was sent. Charbroil NEVER should have offered OR sent parts when they knew that one of them DID NOT GO TO MY GRILL. Plain and simple, I was grossly mislead and lied to. Charbroil needs to send the correct right side panel and if one can not be found then a replacement grill comparable to mine needs to be sent. thank you.
Hi, I am writing in reference to Revdex.com Case # [redacted] - [redacted] *** I am appointed by the CEO of Char-Broil to address the issues presented in the letter addressed to The Revdex.comWe would like to express our sincere apologies for the trouble Mr [redacted] experienced trying to obtain parts for his Hondo JrSmoker Unfortunately, over time, parts for grills become obsolete that are beyond our controlWe try to carry parts as long as we can as this is a vital part of our business We have researched other units to see if other smoke chambers will interchange and we were not successful Reviewing the Owner’s Manual for model 1020158-05, the Limited Day Manufacturer Warranty has expired Based on experience of product development and research, we have found several factors that may cause a breakdown in metals One of the most common factors was acidCoals and ashes left inside the smoke chamber and firebox will allow moisture to collect and turn to acidAcid will cause a break down in the metal causing rust throughExterior surfaces can be cleaned, sanded lightly and repainted with high temperature grill paintOther factors that can cause a breakdown are environmental conditions, grease fires and extreme high heat temperatures caused by using too much charcoal We understand the present condition of your grill and it is beyond touch up We ‘re sorry we are not able to refund the purchase price of your grill that you purchased four years ago but we truly value you as a Char-Broil customerWe would like to offer a 20% discount off any model from our website at www.charbroil.com that is not an exclusive product to The Home Depot or Lowe’s retailerWe will waive your shipping and handling fees as long as it is shipped within the U.SContinental States If you would like to take advantage of our offer, please contact me at 1-800-352-Extension ***My available hours next week will be Monday through Thursday from A.Mto P.MEastern Standard Time I will be out of the office starting December 19th, returning January 5th Thank you, [redacted] Char-Broil, LLC
Dear Mrs ***, Hi, I am writing in reference to Revdex.com-Case [redacted] We would like to express our sincere apologies for the confusion centered on Mr [redacted] ’s purchase from our website I have tried to reach out to Mr [redacted] but was unsuccessfulA voice message was left on his answering machine requesting a call back on May 27th We’re sorry, we cannot change the certification of a grill by supplying other parts from a different modelThis voids the certification of Mr [redacted] ’s grill and for safety reasons we cannot honor Mr [redacted] ’s request We truly value Mr [redacted] as a Char-Broil customerWe would like to offer a refund of $in the form of a credit to Mr [redacted] ’s charge card that was used to place the order We have researched and found a grate system that will not change the certification and will gladly send a set of porcelain grates and the original set of stainless grates that came with the unitThese parts will be sent at no charge If Mr [redacted] would like to take advantage of our offer for the refund and for the cooking grates, 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
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.]The 20% discount on a comparable grill/smoker and complimentary shipping offered by Char-Broil does not make me whole for an inferior product and the lack of a replacement part that they no longer keep in stock The smoker bottom is the heart of the smoker/grill and without which the whole smoker/ grill I bought is useless in less than years since ashes fall through large holes in the bottom and smoke escapes I took painstaking care of the smoker/grill according to the directions and also repainted it with heat resistant paint all to no avail In short "Fool me once, shame on you but fool me twice, shame on me" I recently received an e-mail from Char-Broil that they were offering a 25% off sale and they only offered me, in settlement of my claim, a 20% discount off a price for a comparable grill/smoker that has increased $is price since I bought mineThis is insulting and I refuse to throw good money after bad I, obviously, would not ever buy another Char-Broil product based on my experience described above.Regards, [redacted] ***
[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 resolvedAlso, I would like to see the business change their website and take down the picture in question under this model of grill so no one else will have this problemAs I said in my complaint, showing that grate and emitter plate is misleading the customer and if it does not come on this model of grill it should not be shown under this modelEven though I did not get what I thought I was paying for I would like to thank Char-Broil for trying to make it right Regards, [redacted]
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 the Model that was produced in We have attempted to reach out to Mr [redacted] but was unsuccessful Mr [redacted] attempted to register his grill in stating the date of purchase was June 16, but there is no record of the sales receipt to validate this information Mr [redacted] states he needs cooking grates, temperature gauge, heat plates, burner support bracket and grease tray The original cooking grate is stainless steel and is covered under warranty for life time of the original ownerWe sincerely apologize for the error we made concerning the warranty coverage for the cooking grateThe original grate is discontinued but will be replaced with an approved substitute that is a universal cast iron grate along with the temperature gauge The other components such as the burner support bracket, heat plates and grease tray are no longer covered under warranty The heat plates are available for purchase but the burner support bracket and the grease tray are no longer available We will gladly fulfill our warranty obligation by sending out the universal cast iron grates with the temperature gauge at no charge We truly value Mr [redacted] as a Char-Broil customer and offered 30% discount off the price of new Char-Broil grill from our website at www.charbroil.com and waive shipping and handling but the offer was declined If Mr [redacted] would like to take advantage of our offer to replace the cooking grates and temperature gauge or wishes to take advantage of the discount, I may be reached at 1-800-352-Extension ***My hours of availability are Monday through Friday from A.Mto P.MEastern Standard Time Due to the Memorial Day Holiday, our office will be closed Thank you, [redacted] Char-Broil LLC
Dear MsCook, Hi, I am writing in reference to Revdex.com Case [redacted] We're sorry Mr [redacted] does not agree with usThe unit that Mr [redacted] purchased, Model is safe The unit is equipped to handle temperatures through the various setting on the control knob Before we replaced his original Valve Hose Regulator Assembly, we had it testedThe certification and safety test were not set by our Product Engineers but by an institute that governs all gas products in the United States and Canada When these test were conducted, the Valve, Hose and Regulator assembly passed all safety requirement including the pressure rate, the flow rates and for the flow curveWe found no flaws or defects and it was built to the specification approved by the American National Safety Institute Mr [redacted] states “The residue in the bottom of the grill was the ashes from the only thing ever cooked in there plus the baking soda used to put out the fire” This may be the reason why the temperatures climbed to degrees on the low setting Fats and grease dripping into an open flame will cause an uncontrolled fire known as a grease fireGrease fires can easily be identified by turning off the control knobs (the gas supply), and the fire continues to burns Grease fires will exceed temperature over a thousand degrees and can cause permanent damaged to the grillWhen we referenced grease accumulation, Mr [redacted] rebutted our response The images we received show the entire bottom of the firebox coated with left over residue If the bottom firebox is not cleaned with a degreaser, when heat is applied, the residue in the bottom will liquefy and can combust into flames creating another grease fireCooking food with high content of fats and sauces will require to be cooked indirectly The manual provides instructions that will allow you to safely cook without having a grease fire If MrLittle wants to slow cook or barbecue, this can be done by turning off one or more control knobs to drop the temperatureWe would not recommend preheating when you wish to slow cook We feel this may be buyer’s remorse where the customer expectations do not match the product for his intended useWe have smokers available that will allow you grill or slow cook that may be more suitedOur original offer is still open, should he choose to order a different style of grill We will gladly keep this offer open for days Thank you, Mylinda Hall, 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] experienced with model We have found issue with the assembly for model where if the pieces in step of the manual was not assembled correctly it would cause the ashpan to fall out of the unit Engineering as addressed the problem and created a supplement instructions showing the proper assemblyThe instruction manual has been revised and posted on our website We have reached out to Mr [redacted] and decided to issue a refund check for the pruchase price of the grill in the amount of $Mr [redacted] accepted this offer and we received his signature to the terms of the refundThe refund check will generate and be mailed on July 20th 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] I guess I have no option now to spend more money on a NEW grill I will not put a band-aid on this one since I know due to the POOR quality I can just forsee more problems As I said before I am giving this girll to a non-profit which they will NEED to order the parts themselves so they can get some use out if it They will need the grease pan for sure which by the past letters wasnt even listed as one of the parts needed I would like to be able to give them the part numbers for the items they will need The sooner this thing is off my back patio the better I will start to feel since I feel sick that once again the consumer gets the shaft over a BAD product And as I see this grill isnt even offered on your site I can see why it isnt
Hi, I am writing in reference to Revdex.com Case [redacted] - [redacted] We would like to express our sincere apologies for the problem Mrs [redacted] experienced with her grill
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 What if I just wanted to purchase parts for my grill that is supposed to be covered for life? What then, I purchased this grill on the assumptions I would be able to get parts as long as I need them.Even if they were not covered under the warrenty which I new they would try to get out of considering they don't have the partsDon't they have a responsibility to carry the parts for a life time agreement on the grillWhat does this say about their warrenty and their company as a wholeOf course they don't want to.cover their mastakes , I would too if I never had any attentions in honoring the warrenty to begin withI just wonder what others would say about.a.company offering a.lifetime.warrenty that after years didn't carry the parts for and can't get them What if it was by some magical explanation it was covered how would they take care.Of it.then ?? Regards, [redacted] ***
Hi,
I am writing in reference to Revdex.com Case *** *** ***. We would like to express our sincere apologies for problems
Ms*** experienced with her order.
We have reviewed the order and can see this was a mistake on our part and not intentionalOriginally we advised through a chat session of our shipping policy and informed for 2nd day air and next day shipments there would be additional shipping charges. The order was not placed at this timeWe received a phone call from Ms*** and we gave authorization as a courtesy to waive the additional fees and agreed to ship the firebox next day air at no cost. During the processing phase, the order was coded for ground shippingPlease accept our sincere apologies for the error that was made.
We truly value Ms*** as a Char-Broil customer and have coached our staff on the proper steps for changing shipping methods to prevent future mistakes like this from happening. As a courtesy we are sending Ms*** a *** wok (Order ***) that can be used on top of the cooking grate at no chargePlease allow to days for delivery
Thank you,
*** ***
Char-Broil, LLC
Hi, I am writing in reference to Revdex.com-Case ***-*** ***We appreciate the feedback provided by Mrs*** and feel we have provided a fair resolution
We have enclosed two pages (Page & 30) taken from the Owner’s Manual by another well know Grill Company called *** that addresses spider fires. This company as well as Char-Broil does not cover improper maintenance under warranty and does not cover the damages caused by insects within burner tubes. *** has expressed as with any gas barbecue or any gas appliance is targeted for spiders and other insectsThey can nest in the venturi section (1) of the burner tubesThis blocks the gas flow, and can cause the gas to flow back out of the air shutterThis could result in a fire in and around the air shutters, under the control panel, causing serious damage to your barbecue
We will gladly stand behind our product by providing the repair parts at no chargeIf Ms*** does not feel comfortable installing these parts, we suggest that she hires someone to install them for herThe cost of installation of the parts by a third party will not be reimbursed by Char-Broil The part that deal most with gas is the gas line that consist of the valve, hose and regulator, these parts are shipped assembled together and are tested before being shippedWe ensure this product is safe to use without placing anyone in danger, but may take a little time to install the Valve, Hose, Regulator assembly to the grill cart As with any gas appliance after parts are installed, we would recommend performing a leak test by mixing up a soap and water solutionSteps on how to perform the leak test is found in Ms***’s Owner’s manual If there are any questions about the installation of these parts, we will gladly assist by walking through the assembly process one step at a time if necessary
Thank you,
*** ***
Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case Number *** ***. We would like to express our sincere apologies for the dissatisfaction Mr*** has
expressed concerning our product.
The grill Mr*** purchase is Model***-***-*** this unit was purchase last year on May 1, The type of cooking system used in this model is different from other grills on the market and it will require some adjustments to cooking techniques to get use to the product We have tested this model and it has passed all certifications and is not found to be defective. We have suggested ways to reduce the heat and also shipped a cookbook at no charge to Mr*** that was designed for infrared grilling.
The key thing to remember when you preheat the entire surface on maximum heat, the heat is trapped underneath the emitter plate and then conducted to the cooking surface similar to that of a glass top of a stove or oven. It will take a while for the heat to dissipate. Another method we suggest is to skip the preheat process and use one or two burners
We’re sorry we are not able to refund the purchase price of the unitWe have a variety of products that can be used with the infrared grill and we will gladly send an infusion cooker at no charge that can be used on the cooking surface of his grillThe infusion cooker is very versatile and can be used around camp fires
We truly value Mr*** as a Char-Broil customer and would like to offer a 30% discount off the price of a Char-Broil grill from our website at www.charbroil.com. We will waive all Shipping Cost. If you would like to take advantage of our offer to send the infusion cooker or the discount off a new unit, please contact me at ###-###-#### Extension ***My available hours are Monday through Friday from A.Mto P.MEastern Standard Time
Thank you,
*** ***
Char-Broil,LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
I did accept the replacement parts the first time this happened to my first Char-Broil grill. I did not feel comfortable replacing the parts as they require hooking into gas. I have all my grills professionally assembled when purchased for that reason. Meijer store graciously replaced the damaged/defective grill after I contacted them with the same model.
I have purchased new parts for the second model as recorded by your Char-Broil company where I ordered them on-line. I have keep the second grill in good working clean condition. However, less than a year later, the same occurrence on the same model grill occurred a second time. Must we wait until someone is scalded in the gas explosion for Char-Broil to note on their grill this dangerous situation. It is now alerted to in your owner's manual which you read after the grill is purchased.
I have also researched complaints on consumer sites that have experienced the same explosion. This is a very dangerous occurrence as it results in gas shooting out of an ignition line at approximately waist level. They can replace my cost of a dangerous grill or I will continue to pursue an "alert" be put on their grills. People should be aware of this situation before they spend their valuable money on such a grill. I would never put my family in that type of danger again by ever replacing parts or using a Char-Broil Grill.
Thank you
Dear *** ***,
This response is in regards to Revdex.com Case # *** for *** ***. We sincerely apologize for the issue he has experienced with is Big Easy and the submission of his proof of purchase. At this
time we have not received the needed documentation to complete his claim. Per our warranty terms a dated sales receipt is required for all warranty requests. We are unable to facilitate his request for a refund. We sincerely appreciate Mr*** business and as a customer courtesy we have placed order *** for the requested hose, valve, regulator at no charge. This item is in stock and should be received within 7-business days. We will also reach out to Mr*** and let him know that an order has been placed. If Mr*** should have any questions about his order he may reach us at ###-###-####
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Dear Mrs***
Hi, I am writing in reference to Revdex.com Case ***- *** *** We have reached out to Mr. *** and have explained the warranty coverage for his grill. The majority of the parts are not covered under warranty. We truly
value Mr*** as a Char-Broil customer and presented him with several optionsWe are willing to send repair part (Firebox, Cooking Grates, Emitter Plates at no cost and offer the remaining parts at a 50% discount. The second offer we have made is 35% discount off the cost of any grill from our website at www.charbroil.com that is not retail exclusive with free Shipping and Handling. The offers we have made will be open for up to one year.
Mr. *** is very appreciative of our offers to assist and will discuss with his wife to let me know which decision he has made. He would like to purchase a new grill. We request for this case to be closed.
Thank you,
*** ***
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 ***, 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,
*** ***
Dear Ms ***,
"margin: 0in 0in 10pt;" class="MsoNormal">Hi, I am writing in reference to Revdex.com Case #***-*** ***. We would like to express our sincere
apologies for the problems Mr*** 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*** 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*** 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*** would need to attach the valve
hose and regulator assembly to the new control panel and his grill cart. If Mr*** wishes to purchase a new grill, we are willing to offer a 20% discount off the price of a new Char-Broil grill. The 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 purchase. We will waive Shipping
and Handling Expenses as long as the grill is shipped within the Continental
States. If Mr*** 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,
*** ***
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] Charbroil makes it seem like I was asking for parts for no reason. Their grill was defective, plain and simple! The more the grill was looked at the more damage could be seen. Charbroil sent me 38 parts as they where all defective/damaged with excessive rusting. No parts at all should have been sent if Charbroil knowingly sent me a right side panel that DOESNT fit my grill. Charbroil has obviously mislead me when they stated that the replacement right side panel was an exact replacement for my original one that was needed. What does charbroils apology for sending a part that they know doesnt fit my grill do for me? Saying sorry that "it didn't work for me" is insulting. That part sent was not compatible with my grill! The part they sent is missing 1 pre drilled hole for an inside rack AND 5 pre drilled holes and two slots to hang the right side door. With out these the right side door is unable to be hung on. I didnt agree for the parts to be sent knowing that one wasnt for my grill. I never would have agreed to the parts. As far as charbroils statement that I didnt provide a dated sales receipt; THAT IS A COMPLETE LIE! I absolutely sent charbroil a copy of my receipt. When I get home from work today I could look up spe ifically when it was sent. Charbroil NEVER should have offered OR sent parts when they knew that one of them DID NOT GO TO MY GRILL. Plain and simple, I was grossly mislead and lied to. Charbroil needs to send the correct right side panel and if one can not be found then a replacement grill comparable to mine needs to be sent. thank you.
Hi, I am writing in reference to Revdex.com Case # [redacted] - [redacted] *** I am appointed by the CEO of Char-Broil to address the issues presented in the letter addressed to The Revdex.comWe would like to express our sincere apologies for the trouble Mr [redacted] experienced trying to obtain parts for his Hondo JrSmoker Unfortunately, over time, parts for grills become obsolete that are beyond our controlWe try to carry parts as long as we can as this is a vital part of our business We have researched other units to see if other smoke chambers will interchange and we were not successful Reviewing the Owner’s Manual for model 1020158-05, the Limited Day Manufacturer Warranty has expired Based on experience of product development and research, we have found several factors that may cause a breakdown in metals One of the most common factors was acidCoals and ashes left inside the smoke chamber and firebox will allow moisture to collect and turn to acidAcid will cause a break down in the metal causing rust throughExterior surfaces can be cleaned, sanded lightly and repainted with high temperature grill paintOther factors that can cause a breakdown are environmental conditions, grease fires and extreme high heat temperatures caused by using too much charcoal We understand the present condition of your grill and it is beyond touch up We ‘re sorry we are not able to refund the purchase price of your grill that you purchased four years ago but we truly value you as a Char-Broil customerWe would like to offer a 20% discount off any model from our website at www.charbroil.com that is not an exclusive product to The Home Depot or Lowe’s retailerWe will waive your shipping and handling fees as long as it is shipped within the U.SContinental States If you would like to take advantage of our offer, please contact me at 1-800-352-Extension ***My available hours next week will be Monday through Thursday from A.Mto P.MEastern Standard Time I will be out of the office starting December 19th, returning January 5th Thank you, [redacted] Char-Broil, LLC
Dear Mrs ***, Hi, I am writing in reference to Revdex.com-Case [redacted] We would like to express our sincere apologies for the confusion centered on Mr [redacted] ’s purchase from our website I have tried to reach out to Mr [redacted] but was unsuccessfulA voice message was left on his answering machine requesting a call back on May 27th We’re sorry, we cannot change the certification of a grill by supplying other parts from a different modelThis voids the certification of Mr [redacted] ’s grill and for safety reasons we cannot honor Mr [redacted] ’s request We truly value Mr [redacted] as a Char-Broil customerWe would like to offer a refund of $in the form of a credit to Mr [redacted] ’s charge card that was used to place the order We have researched and found a grate system that will not change the certification and will gladly send a set of porcelain grates and the original set of stainless grates that came with the unitThese parts will be sent at no charge If Mr [redacted] would like to take advantage of our offer for the refund and for the cooking grates, 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
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.]The 20% discount on a comparable grill/smoker and complimentary shipping offered by Char-Broil does not make me whole for an inferior product and the lack of a replacement part that they no longer keep in stock The smoker bottom is the heart of the smoker/grill and without which the whole smoker/ grill I bought is useless in less than years since ashes fall through large holes in the bottom and smoke escapes I took painstaking care of the smoker/grill according to the directions and also repainted it with heat resistant paint all to no avail In short "Fool me once, shame on you but fool me twice, shame on me" I recently received an e-mail from Char-Broil that they were offering a 25% off sale and they only offered me, in settlement of my claim, a 20% discount off a price for a comparable grill/smoker that has increased $is price since I bought mineThis is insulting and I refuse to throw good money after bad I, obviously, would not ever buy another Char-Broil product based on my experience described above.Regards, [redacted] ***
[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 resolvedAlso, I would like to see the business change their website and take down the picture in question under this model of grill so no one else will have this problemAs I said in my complaint, showing that grate and emitter plate is misleading the customer and if it does not come on this model of grill it should not be shown under this modelEven though I did not get what I thought I was paying for I would like to thank Char-Broil for trying to make it right Regards, [redacted]
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 the Model that was produced in We have attempted to reach out to Mr [redacted] but was unsuccessful Mr [redacted] attempted to register his grill in stating the date of purchase was June 16, but there is no record of the sales receipt to validate this information Mr [redacted] states he needs cooking grates, temperature gauge, heat plates, burner support bracket and grease tray The original cooking grate is stainless steel and is covered under warranty for life time of the original ownerWe sincerely apologize for the error we made concerning the warranty coverage for the cooking grateThe original grate is discontinued but will be replaced with an approved substitute that is a universal cast iron grate along with the temperature gauge The other components such as the burner support bracket, heat plates and grease tray are no longer covered under warranty The heat plates are available for purchase but the burner support bracket and the grease tray are no longer available We will gladly fulfill our warranty obligation by sending out the universal cast iron grates with the temperature gauge at no charge We truly value Mr [redacted] as a Char-Broil customer and offered 30% discount off the price of new Char-Broil grill from our website at www.charbroil.com and waive shipping and handling but the offer was declined If Mr [redacted] would like to take advantage of our offer to replace the cooking grates and temperature gauge or wishes to take advantage of the discount, I may be reached at 1-800-352-Extension ***My hours of availability are Monday through Friday from A.Mto P.MEastern Standard Time Due to the Memorial Day Holiday, our office will be closed Thank you, [redacted] Char-Broil LLC
Dear MsCook, Hi, I am writing in reference to Revdex.com Case [redacted] We're sorry Mr [redacted] does not agree with usThe unit that Mr [redacted] purchased, Model is safe The unit is equipped to handle temperatures through the various setting on the control knob Before we replaced his original Valve Hose Regulator Assembly, we had it testedThe certification and safety test were not set by our Product Engineers but by an institute that governs all gas products in the United States and Canada When these test were conducted, the Valve, Hose and Regulator assembly passed all safety requirement including the pressure rate, the flow rates and for the flow curveWe found no flaws or defects and it was built to the specification approved by the American National Safety Institute Mr [redacted] states “The residue in the bottom of the grill was the ashes from the only thing ever cooked in there plus the baking soda used to put out the fire” This may be the reason why the temperatures climbed to degrees on the low setting Fats and grease dripping into an open flame will cause an uncontrolled fire known as a grease fireGrease fires can easily be identified by turning off the control knobs (the gas supply), and the fire continues to burns Grease fires will exceed temperature over a thousand degrees and can cause permanent damaged to the grillWhen we referenced grease accumulation, Mr [redacted] rebutted our response The images we received show the entire bottom of the firebox coated with left over residue If the bottom firebox is not cleaned with a degreaser, when heat is applied, the residue in the bottom will liquefy and can combust into flames creating another grease fireCooking food with high content of fats and sauces will require to be cooked indirectly The manual provides instructions that will allow you to safely cook without having a grease fire If MrLittle wants to slow cook or barbecue, this can be done by turning off one or more control knobs to drop the temperatureWe would not recommend preheating when you wish to slow cook We feel this may be buyer’s remorse where the customer expectations do not match the product for his intended useWe have smokers available that will allow you grill or slow cook that may be more suitedOur original offer is still open, should he choose to order a different style of grill We will gladly keep this offer open for days Thank you, Mylinda Hall, 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] experienced with model We have found issue with the assembly for model where if the pieces in step of the manual was not assembled correctly it would cause the ashpan to fall out of the unit Engineering as addressed the problem and created a supplement instructions showing the proper assemblyThe instruction manual has been revised and posted on our website We have reached out to Mr [redacted] and decided to issue a refund check for the pruchase price of the grill in the amount of $Mr [redacted] accepted this offer and we received his signature to the terms of the refundThe refund check will generate and be mailed on July 20th 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] I guess I have no option now to spend more money on a NEW grill I will not put a band-aid on this one since I know due to the POOR quality I can just forsee more problems As I said before I am giving this girll to a non-profit which they will NEED to order the parts themselves so they can get some use out if it They will need the grease pan for sure which by the past letters wasnt even listed as one of the parts needed I would like to be able to give them the part numbers for the items they will need The sooner this thing is off my back patio the better I will start to feel since I feel sick that once again the consumer gets the shaft over a BAD product And as I see this grill isnt even offered on your site I can see why it isnt
Hi, I am writing in reference to Revdex.com Case [redacted] - [redacted] We would like to express our sincere apologies for the problem Mrs [redacted] experienced with her grill
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 What if I just wanted to purchase parts for my grill that is supposed to be covered for life? What then, I purchased this grill on the assumptions I would be able to get parts as long as I need them.Even if they were not covered under the warrenty which I new they would try to get out of considering they don't have the partsDon't they have a responsibility to carry the parts for a life time agreement on the grillWhat does this say about their warrenty and their company as a wholeOf course they don't want to.cover their mastakes , I would too if I never had any attentions in honoring the warrenty to begin withI just wonder what others would say about.a.company offering a.lifetime.warrenty that after years didn't carry the parts for and can't get them What if it was by some magical explanation it was covered how would they take care.Of it.then ?? Regards, [redacted] ***
Hi,
I am writing in reference to Revdex.com Case *** *** ***. We would like to express our sincere apologies for problems
Ms*** experienced with her order.
We have reviewed the order and can see this was a mistake on our part and not intentionalOriginally we advised through a chat session of our shipping policy and informed for 2nd day air and next day shipments there would be additional shipping charges. The order was not placed at this timeWe received a phone call from Ms*** and we gave authorization as a courtesy to waive the additional fees and agreed to ship the firebox next day air at no cost. During the processing phase, the order was coded for ground shippingPlease accept our sincere apologies for the error that was made.
We truly value Ms*** as a Char-Broil customer and have coached our staff on the proper steps for changing shipping methods to prevent future mistakes like this from happening. As a courtesy we are sending Ms*** a *** wok (Order ***) that can be used on top of the cooking grate at no chargePlease allow to days for delivery
Thank you,
*** ***
Char-Broil, LLC
Hi, I am writing in reference to Revdex.com-Case ***-*** ***We appreciate the feedback provided by Mrs*** and feel we have provided a fair resolution
We have enclosed two pages (Page & 30) taken from the Owner’s Manual by another well know Grill Company called *** that addresses spider fires. This company as well as Char-Broil does not cover improper maintenance under warranty and does not cover the damages caused by insects within burner tubes. *** has expressed as with any gas barbecue or any gas appliance is targeted for spiders and other insectsThey can nest in the venturi section (1) of the burner tubesThis blocks the gas flow, and can cause the gas to flow back out of the air shutterThis could result in a fire in and around the air shutters, under the control panel, causing serious damage to your barbecue
We will gladly stand behind our product by providing the repair parts at no chargeIf Ms*** does not feel comfortable installing these parts, we suggest that she hires someone to install them for herThe cost of installation of the parts by a third party will not be reimbursed by Char-Broil The part that deal most with gas is the gas line that consist of the valve, hose and regulator, these parts are shipped assembled together and are tested before being shippedWe ensure this product is safe to use without placing anyone in danger, but may take a little time to install the Valve, Hose, Regulator assembly to the grill cart As with any gas appliance after parts are installed, we would recommend performing a leak test by mixing up a soap and water solutionSteps on how to perform the leak test is found in Ms***’s Owner’s manual If there are any questions about the installation of these parts, we will gladly assist by walking through the assembly process one step at a time if necessary
Thank you,
*** ***
Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case Number *** ***. We would like to express our sincere apologies for the dissatisfaction Mr*** has
expressed concerning our product.
The grill Mr*** purchase is Model***-***-*** this unit was purchase last year on May 1, The type of cooking system used in this model is different from other grills on the market and it will require some adjustments to cooking techniques to get use to the product We have tested this model and it has passed all certifications and is not found to be defective. We have suggested ways to reduce the heat and also shipped a cookbook at no charge to Mr*** that was designed for infrared grilling.
The key thing to remember when you preheat the entire surface on maximum heat, the heat is trapped underneath the emitter plate and then conducted to the cooking surface similar to that of a glass top of a stove or oven. It will take a while for the heat to dissipate. Another method we suggest is to skip the preheat process and use one or two burners
We’re sorry we are not able to refund the purchase price of the unitWe have a variety of products that can be used with the infrared grill and we will gladly send an infusion cooker at no charge that can be used on the cooking surface of his grillThe infusion cooker is very versatile and can be used around camp fires
We truly value Mr*** as a Char-Broil customer and would like to offer a 30% discount off the price of a Char-Broil grill from our website at www.charbroil.com. We will waive all Shipping Cost. If you would like to take advantage of our offer to send the infusion cooker or the discount off a new unit, please contact me at ###-###-#### Extension ***My available hours are Monday through Friday from A.Mto P.MEastern Standard Time
Thank you,
*** ***
Char-Broil,LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
I did accept the replacement parts the first time this happened to my first Char-Broil grill. I did not feel comfortable replacing the parts as they require hooking into gas. I have all my grills professionally assembled when purchased for that reason. Meijer store graciously replaced the damaged/defective grill after I contacted them with the same model.
I have purchased new parts for the second model as recorded by your Char-Broil company where I ordered them on-line. I have keep the second grill in good working clean condition. However, less than a year later, the same occurrence on the same model grill occurred a second time. Must we wait until someone is scalded in the gas explosion for Char-Broil to note on their grill this dangerous situation. It is now alerted to in your owner's manual which you read after the grill is purchased.
I have also researched complaints on consumer sites that have experienced the same explosion. This is a very dangerous occurrence as it results in gas shooting out of an ignition line at approximately waist level. They can replace my cost of a dangerous grill or I will continue to pursue an "alert" be put on their grills. People should be aware of this situation before they spend their valuable money on such a grill. I would never put my family in that type of danger again by ever replacing parts or using a Char-Broil Grill.
Thank you
Dear *** ***,
This response is in regards to Revdex.com Case # *** for *** ***. We sincerely apologize for the issue he has experienced with is Big Easy and the submission of his proof of purchase. At this
time we have not received the needed documentation to complete his claim. Per our warranty terms a dated sales receipt is required for all warranty requests. We are unable to facilitate his request for a refund. We sincerely appreciate Mr*** business and as a customer courtesy we have placed order *** for the requested hose, valve, regulator at no charge. This item is in stock and should be received within 7-business days. We will also reach out to Mr*** and let him know that an order has been placed. If Mr*** should have any questions about his order he may reach us at ###-###-####
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Dear Mrs***
Hi, I am writing in reference to Revdex.com Case ***- *** *** We have reached out to Mr. *** and have explained the warranty coverage for his grill. The majority of the parts are not covered under warranty. We truly
value Mr*** as a Char-Broil customer and presented him with several optionsWe are willing to send repair part (Firebox, Cooking Grates, Emitter Plates at no cost and offer the remaining parts at a 50% discount. The second offer we have made is 35% discount off the cost of any grill from our website at www.charbroil.com that is not retail exclusive with free Shipping and Handling. The offers we have made will be open for up to one year.
Mr. *** is very appreciative of our offers to assist and will discuss with his wife to let me know which decision he has made. He would like to purchase a new grill. We request for this case to be closed.
Thank you,
*** ***
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 ***, 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,
*** ***
Dear Ms ***,
"margin: 0in 0in 10pt;" class="MsoNormal">Hi, I am writing in reference to Revdex.com Case #***-*** ***. We would like to express our sincere
apologies for the problems Mr*** 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*** 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*** 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*** would need to attach the valve
hose and regulator assembly to the new control panel and his grill cart. If Mr*** wishes to purchase a new grill, we are willing to offer a 20% discount off the price of a new Char-Broil grill. The 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 purchase. We will waive Shipping
and Handling Expenses as long as the grill is shipped within the Continental
States. If Mr*** 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,
*** ***
Char-Broil LLC