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.[As I have explained in the past, proof of purchase was accepted by management years ago and documented in the case notes "8/TMM; Erin approved a picture of the rating label as POP"Further proof is not possible because of a death of the gift giverThe fact that in order to honor a year warranty, you expect customers to jump trough hoops just means to me that you are trying to not honor the warrantyyou should stand behind a product based on the serial number anywayNo matter who owns it, the company should still stand behind the productYou have very detailed records and can see from the history that the serial number in question has only ever been called in by mewhen you state that so much money has already been spent in replacement parts should tell you that the product was in poor quality to start with and should be replaced.] if you do not have replacement parts for a grill that has a year warranty, a replacement grill is the only fair solution
Regards,
*** ***
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,
*** ***
Again, Char Broil refers to these "spider fires" caused by "improper maintenance." I again, show that I purchased new parts for my grill from Char Broil after six months to keep it clean and running. Spiders do not have time to nest in my gas lines as I keep my grill clean and use it frequently. The "Spider Alert" needs to be up front in the manual so consumers are aware of this problem before purchasing a Char Broil grill. If Char Broil is aware of this occurrence, as is Ducane, do not hide the information I well inside the owner's manual. Stand behind your product and put the "ALERT" on the front of the owner's manual. I do not want replacement parts because I do not want a THIRD occurrence of such an event. Until Char Broil replaces the cost of my grill, I will continue to spread awareness of these so called "venture fires." If Char-Broil doesn't have a problem with putting the alert in the back of the owner's manual, I do. Replacement parts only give the grill the opportunity to let in spiders again and the problem can then occur again at any time. Why would a consumer want that? Consider the replacement cost of my grill and also changing the "ALERT" to the front page of the owner's manual
Hi, I am writing in reference to Revdex.com Case Number *** I wanted to let you know that Mr*** contacted me on 5-12-to discuss the problems he was having with his grillMr*** agreed to continue to cook on the grill that was purchase as I have explained how the Infrared Cooking grates works. I agreed to send Mr*** an infusion cooker at no charge. The order number is ***
Char-Broil has received a letter expressing his satisfaction with my serviceWe are requesting for this case to be closed
Thank you,
***
Dear Mrs***,
Hi, I am writing in reference to Revdex.com Case *** ***
We would like to express our sincere apologies for the problems *** *** has experienced with her grill.
Ms*** stated in her letter that she purchased this item in November of The Limited Warranty goes in effect on the date of purchase, not when you first use the product. She states that she used the product for the first time in April of 2014. The Limited Warranty is day from the date of purchase. We’re sorry Ms*** Limited Warranty has expired.
When Ms*** contacted us the first time, we informed her that she would have to purchase the parts because she is out of warranty. Ms*** escalated to a Supervisor who offered to send waive the price of the controller or the heating element and waive her Shipping and Handling Fees. Ms*** refused the offer
We truly value Ms*** as a Char-Broil customer and have agreed to waive the cost for the controller and element assembly. These parts will not be covered under warranty and replacement of these parts will not re-instate her warranty. We highly recommend unplugging the controller after each use and storing it indoors inside an air controlled environment. We also recommend reviewing the Owner’s Manual to make sure the proper size, and gauge of extension cord is being used. Please allow to days for delivery
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 *** to replace the defective unit with a gas grill. I will wait for the business to perform this action.
Regards,
*** ***
I ordered a part for my electric BBQ grill on-line on June 26, When I followed up on-line to see when delivery was expected by Fed Ex, it said July That is a horribly long and totally unacceptable shipping time This is 2016, and you could ride a horse across country with it in less time When did FedEx go so downhill and why is Char Broil ok with this timing? I emailed and was told that it is in transit and there was nothing they could do Nobody cares these days I've lost my appetite for BBQ after all this
Hi, I am writing in reference to Revdex.com Case # *** - *** ***We would like to express our sincere apologies for the problems Mr*** experience with his grill.
"MARGIN: 0in 0in 0pt">
In order to operate Model Electric Patio Bistro grill safely it must be plugged into to a GFI (Ground Fault Interrupter) protected circuitIf the breaker is being tripped, there could be several things causing it. For example; the use of an extension cord that is not the proper gauge and length or not designed for outdoor appliances, overloading the circuit by plug in the grill and operating other appliances on the same circuit within the home. Also if the house has old wiring and moistureIt is best not to use an electrical cord but if you have to use cord select one that is togauge cord designed for outdoors and shorter than foot. Shorter length is best
If the issues of the wiring of the home has been address and still trips the breaker, the heating element was damagedWe only replaced the controller which means it is possible the damaged element is causing the new controller to short out. We would recommend replacing both the controller and element assembly together at the same time with new replacement parts
We’re sorry we are not able to refund the money for the unit as the Limited Warranty that came with the unit is for replacement of partsPlease see attached Limited Warranty PolicyWe will gladly provide a new heating element and controller at no charge and waive the shipping and handling chargesPlease let me know if you would like for me to replace these parts for you.
Thank you,
*** ***
Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case ***We would like to thank Mr*** for sending the images of his grill
I contacted Mr. *** to discuss his grill and what was causing problems. Mr*** stressed that the grill smokes and the grates are charred. The grease doesn't drain. At this time, we requested image of his grill so that we can see if there is anything that we could see that would be abnormal. The images we received are showing no signs of a product defect and cannot see any visible signs of damageThe unit Mr*** purchase is an Infrared grill model The product has been tested and passed all safety certification and is operating as designed. The unit being infrared has a special cooking system that consist of a cooking grate and emitter plate. Heat coming from the burner heats up the emitter plate and transfers the heat to the cooking grate. The design of the cooking grates and emitter eliminates hot spots and cold spots, provides more even heating and prevents most flare ups. When the grill is preheated for minutes, this allows the surface to get hot and sears the meats. Any fat or grease that is released during grilling will turn into smoke until it vaporizesTrimming fats from foods and choosing leaner cuts of meat as much as possible will help cut down on the volume of smoke
The images of the grates are showing food particles that have charred and can be cleaned with hot soapy water or a degreaser that's found in grill cleaners and we recommend to use a grill brushThe design of the emitter plates, and heat tents do not allow grease to make it way into the grease tray as most of it burns off quickly from the cooking surfaceHowever, large volumes of grease or a constant flow of grease will make its way to the bottom of the fireboxThe fire box is designed to funnel the grease into the draining tray. The images we received are showing where the grease has charred in the firebox and can be cleaned by using grill cleaner and a grill brushWe recommend cleaning the cooking surface and grill brush to remove food particles and residue after each useAfter the grates and emitters have been cleaned, please lightly coat the surface of both part with vegetable oil on the top and bottom sidesThis will help to prevent foods from sticking to grate and conditions the grates
We're sorry Mr*** is not satisfied with the grill. We are not seeing where this product is a defect as the warranty that came with the unit is for replacement partsAs a courtesy we will gladly send a nylon grill brush that is safe to use to clean his cooking grates and other interior parts of his grillIf Mr*** does not want the unit any longer, we will gladly provide a trade up offer of $towards the purchase of a new Char-Broil grillIf Mr*** would like to take advantage of our offers, please contact me Monday through Thursday from A.Mto P.MEastern TimeI may be reached at *** Extension ***
Thank you,
*** ***
Char-Broil, LLC
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 grill
Please find attached Limited Warranty Policy taken from Mr***’s Use and Care Manual for Model***-***-*** The limited warranty that came with Mr***’s grill is a warranty against defects in workmanship and material under and reasonable use and correct assembly. The warranty is broken down into parts along with the warranty duration This limited Manufacturer’s warranty does not cover damages to the product that results from any damages resulting from Acts of God, improper care and maintenance, grease fire, misuse and abuse
The images of Mr***’s grill reveals substantial amounts of damage caused by a grease fire, and is not covered under warrantyWhen grease fire occurs, the grill can no longer operate as designedUnder operation, each of the four burners emits an exact amount of gas that controls how much heat is generated by each burner by turning the control knob from low, medium to high. The amount of gas is distributed evenly through the tiny holes punched into each burner. Whereas grease fires burn more intensely and cannot be controlled by turning off the gas supplyThe damages of high intense heat caused by a grease fire will cause metal to become soft and melt as you see in the attached pictures
We have advised Mr*** that the unit is not covered under warranty due to the damages caused by the grease fire and the part that he would have to purchase (firebox) is no longer availableThe grill in the present condition is not recommended to be used and is unsafe We truly value Mr*** as a customer and therefore offered a 20% discount off a grill from our website that is not a retail exclusive productWe will gladly waive all Shipping and Handling fees associated with this offer. This offer will be available for daysIf you would like to take advantage of our offer and would like to place an order, please contact me at ###-###-#### Extension *** My available hours are Monday through Thursday from A.Mto P.MEastern Time
Thank you,
*** ***
Char-Broil, LLC
Attachments: Images of Mr***'s Grill (pictures)
Attachment: Limited Warranty Policy
[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,
*** ***
Hi, I am writing in reference to Revdex.com Case Number ***We would like to express our sincere apologies for the problems Ms*** has experiencedWe apologize for the delay in response as we tried to contact Ms*** to assist her with her grill on numerous occasions by telephone but
was unsuccessful. We attempted to reach her by email letting her know that we were writing in reference to a notice we received from the Revdex.com concerning the assembly issue you have experienced with your grill. We have attempted to reach you by phone but were unable to do so. As previously discussed we are unable to facilitate your request for an exchange of your product. Our offer to assist you through the disassembly and assembly process remains open and are happy to help. In light of the issue you have experienced we would like to offer you a sampling of accessories to use with your new grill once the assembly issue has been resolved. If you would rather choose the items that best suit your needs we are happy to extend a $credit towards the purchase of items from our website. It is our hope that you take advantage of the assistance we are offering and the proposed resolution so that you may enjoy your grill this season. We sincerely appreciate your business and look forward to your reply
If she would like to take advantage of our offer, please contact us at 1-800-241-Our office hours are Monday through Friday from A.Mto P.Mand Saturday from A.Mto P.MEastern Standard Time
Thank you,
*** ***
Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case-***- *** *** ***We would like to express our sincere apologies for the problems Mr*** encountered during the assembly of his new grill
We
have reached out to Mr*** via email January 7, advising that we understood that he was not able to return the product to the retailer due to the holiday and if we were given the chance we would have replaced the smoke chamber lid at no cost where there would not have been the need for other tools for the assembly other than what was stated on the manual. Since he purchased a drill and fixed the problem, to express our gratitude we have offered to send a grill cover, lbbag of hickory wood chunks and alb.bag of mesquite wood chunks at no cost for his inconvenience. Mr*** has accepted our offer and confirmed the Ship to AddressOrder *** was placed for the mentioned itemsThese items are in stock, please allow to 10 Days for delivery
We are asking for this case to be closed
Thank you,
*** ***
Char-Broil, LLC
Dear Mrs***,
class="MsoNormal">Hi, I am writing in reference to Revdex.com Case
Number ***-Mr*** ***We have corresponded with Mr*** on
February 11, and requested some form of proof of purchase from him along
with images of his grillMr*** was not able to provide proof of
purchase but has provided images of grill for usIn he had contacted us stating he had purchased Model***-***-***in July of The Limited Manufacturer warranty has expired
We
truly understand his dilemma with his grill and have offered to replace the
parts that have deteriorated at a 50% discount. Base on the images we received and Mr*** description of the flames shooting out of the control knob confirms what
we suspected about the blockages in the burner tube to the far left side of the
unitPlease refer to the Owner’s Manual for instructions on the removal and
cleaning of the burners (Please see Attachment). To help prolong the life of the burners, please
rotate the burners by moving the burners that were mounted on the left and
right side to the centerMove the center burners to the left and right sides
The
discoloration in the center of the grill lid, warping of the warming rack, rust
patterns on the cooking grate and warming rack is cause from grease fires
Grease fires also can cause damage to the heat shield that is attached to your
firebox and premature rusting of other internal partsGrease fires burns
hotter than your grill is designed and can cause permanent damageTo avoid
grease fires, choose lean cuts of meats, trim off as much fat as possible
Foods with high fat content can be cooked indirectly by preheating the surface
of your gratesSear meats on both sides and turn off the control knobs in the
middle leaving the outer burners onMove foods to the center where there are
no flamesMore indirect cooking options are also provided in your Owner’s
Manual
Grease
fires and venture fires (blockages inside the burner tubes), and rust are not
covered under warranty as they are not a manufacture defect but a maintenance
issueChar-Broil has no control over the damages caused by these types of
fires
We
will gladly supply a new valve hose and regulator assembly, and new control
panel at no charge as a courtesyThe cooking grates on your unit can be
cleaned using a wire grill brushThe grates will need to be re-seasoned with
vegetable oilFirst, brush down the grates to remove surface rust and food
particles then wash grates with hot soapy waterRinse well and dry completely
with a dry clothCoat lightly the surface of the cooking grate on both sides
with vegetable oil using a dry clothWe recommend lightly coating the surface
of your grate with oil before and after each use to help prolong the life of
your grate
We
would recommend replacing the firebox, heat tents and warming rackThe firebox
will come with the heat shield attachedThe firebox will be a shell, it will
not come pre-assemble with burners, carry over tubes,and etcIf you would like to
replace the grill lid, we do have the lid available for youWe have offered a
reasonable discount of 50% off the price of partsHowever, we would like to
offer a 30% discount off the price of a new Char-Broil grill of your choice
from our website at www.charbroil.com that are not retail
exclusive productsWe will gladly waive Shipping and Handling feesIf you
would like to take advantage of our offers, please contact me at ###-###-####,
Extension ***My available hours are Monday through Friday from A.Mto
P.MEastern Standard Time
Thank
you,
*** ***
Char-Broil,
LLC
Hi, I am writing in response to Revdex.com Case Number ***- *** ***. We would like to express our sincere apologies for the problems Mr*** has experienced with
his grill.
Several factors can cause parts to rust or deteriorate, for example how the unit is stored, cleaned and products used during cooking. The use of salt, barbeque sauces or products with high alkalinity can cause the surface of the cooking grates to rust if not cleaned after each useWe recommend to condition the cooking grate with a light coating of vegetable oil before and after each use. This will help to prevent the cooking grates from developing surface rustWe have found environmental conditions will also play a large role especially if grills are placed near large bodies of water, Oceans, near pools, and hot tubs. Chemical used in treating pools and hot tubs can become air borne and if grill is positioned close by, these chemical will cause the exterior of your grill to rustOver time parts do simply wear out based on usage.
Based on the images there were included, we do not recommend using the grill until the firebox has been replaced and a leak test performed. Enclosed is a copy of the Owner’s manual that includes steps on how to perform the leak test, how to clean burners and installation of the grill as well as the limited warranty coverage
According to the model number the unit was produced in 2009. We’re sorry we do not show record where Mr*** has registered his grill when it was purchaseHowever, based on the model number, the unit sold for $299.00. We will need a copy of his sales receipt or some other form of proof of purchase such as a bank statement, or credit card statementPlease send sales receipt to ***Please change the subject line to Attn: ***If you would like to send it via fax, please send it to *** Attn: ***
All parts of the grill can be replaced and are listed in the Owner’s Manual
Once we receive a copy of the sales receipt we will gladly register the unit and provide parts if covered under warranty at no charge that would restore the grill back in working condition If parts are no longer under warranty, we will gladly offer these parts at a 50% discount price and waive all Shipping and Handling fees
Thank you,
*** ***
Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case Number *** that was submitted on July 24, We would like to express our sincere apologies for the problems you have experienced with your grill.
The Limited Warranty that came with Mrs***'s grill is for a period
of one year warranty and the warranty is for replacement of parts. The sales receipt we received provides the date of purchase as June 7, 2015. The warranty on your grill has expired. It is not for the grill to rust out as quick as this has. Various reasons can be cause such as food particles left on the surface of the cooking grates, burners and firebox. Exposure to high heat such as grease fires, airborne chemical used to treat swimming pools and hot tubs. Also high alkalinity contents found in sauces and marinades will cause sever rust if the unit is not maintained. We understand the grill is slightly out of warranty and agreed to replace the firebox, grill lid, valve hose and regulator assembly, electronic ignition module, and cooking grates at no cost. Theses parts were shipped and received
We're sorry you are having a difficult time removing the screwsScrews can removed drilling out the head of the screw or by popping the head off the screw. If you use a larger flat head screw driver, please place the flat end of the screw driver underneath the screw headThe opposite end of the handle, if you would hit the handle of the screw driver with a hammer, this will snap off the screw headYou would be able to push the remaining parts of the screw out. In the images we received, the condition of the burner and carryover tubes have rusted out to the point where they need to be replaced. We will gladly replace them for you and send you a new hardware pack. This will help you to install the parts you already receivedPlease try to remove the screws as suggested. Once the screws are removed, please let me know and I will place an order for the burners, carryover tubes and hardware to be sent to you at no cost. If you are not able to remove the screws, please contact me at *** Extension ***My available hours are Monday through Thursday from 8 A.Mto P.M. Eastern.
Thank you
*** ***
Char-Broil, LLC
I accept the new Grill from Char-Broil and I think you for your follow up I ONLY got results because I hit social media hard Also, I want to point out that this Patio Bistro grill has a flaw It did NOT blow up from user error It has happened several times This time I scrapped my grill clean, I literally banged it on the ground to make sure it was clean and it still happened Furthermore, it reignites itself
There will be other problems and their will be injures I will almost guarantee it This is why I pursued it so hardAgain, my issue is resolved, so thank you[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,
*** ***
Hi, I am writing in reference to Revdex.com Case #[redacted]We would like to express our sincere apologies for the problems Mr[redacted] experienced with his SmartChef Digital Smoker
"MARGIN: 0in 0in 8pt">We contacted Mr[redacted] on April 30, to discuss the problems he was having and offered to exchange the unit with another smoker without the SmartChef applicationWe were able to trouble shoot with the product placed outside but close to his router as possibleWe found the problem was with his router and we were able to resolve the issue. The smoker is now fully connected, firm ware updated and the smoker is now operating properly
We appreciate Mr[redacted]'s as a Char-Broil customer and very pleased with the outcomeWe are sending Mr[redacted] some maple and hickory wood chips at no cost as a token of our appreciation. Please allow to days for deliveryThe order number is [redacted]
We are asking for the case to be closed
Thank you,
[redacted]
Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case- [redacted]. We would like to express our sincere apologies for the problems Mr[redacted]'s grill model purchased May 3,
"MARGIN: 0in 0in 8pt">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 [redacted]My available hours are Monday through Friday from A.Mto P.MEastern
Thank you,
[redacted]
Char-Broil, LLC
Dear Mrs[redacted],
"margin: 0in 0in 10pt;" class="MsoNormal">Hi, I am writing in reference to Revdex.com Case Number [redacted] We would like to express our sincere apologies
for the problems Mr[redacted] has experienced
Mr[redacted] has failed
to provide a date sales receipt which is one of the requirements to receive
warranty services
We have made several attempts to assist Mr[redacted] with his
grill and shipped numerous parts to him at no charge as a courtesy. We feel we have gone over and beyond his
limited warranty.
Mr[redacted] reported to me that he received a set of flame
tamers that did not go to his unit and that he did not receive his burners We have found this was a shipping error and
corrected the orderWe shipped these burners to him at no charge and expressed
the parts to him 2nd Day Delivery at our expense because we made the
error Mr[redacted] kept pushing for more
parts to be replaced at no chargeWe have stated in several emails that we
will no longer send more parts to him at no cost We provide a price quote for the part and he
declined to place the order
We're sorry the
replacement right panel that we sent did not work for himThe right side panel
has been discontinued. We had originally
offered a rebate of $ toward the
purchase of a new Char-Broil branded grill that can be purchased from a local retail
store such as Lowe's, Wal-Mart, The Home Depot, etc This offer is our final offer and will remain
open for Days If Mr[redacted] would
like to take advantage of this offer, please contact me at ###-###-####
Extension [redacted]My available hours are Monday through Friday 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.
I re(bject your offer for the following reasons:
1.The grill is defective. There are numerous negative reviews on the Charbroil website (some posted within the last few weeks and months) all reporting exactly what I did being the grill rusted out and falls apart within one year. I myself put two reviews on that website and they have both been removed. I received a confirmation and a thank you for posting a review, saw it on the website and then the next day, it vanished. This happened twice. I wonder how many other negative reviews have been removed. Again, the grill is clearly very poorly made and defective. The construction of the grill ahs not changed because consumers continue to report the exact same issues I am.
2.Provding me with a credit of $179.99, based upon the price a paid for the grill, would require me to spend approximately another $200 for the exact same grill from your website. I paid 269.00 for the grill and that was with the grill being on sale and I was given an additional 10% discount because I purchased a floor model. This information is clearly identified in the receipt I provided.
3. The grill I purchased was assembled at the store. After I pay Charbroil approximately another $200 (based on the list price on the website) for the exact same grill, I must spend numerous hours assembling it.
I reject the offer and respectfully request a full refund. This has been my request since I began speaking with customer service on this subject almost 2 months ago.
Sincerely,
[redacted]
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.[As I have explained in the past, proof of purchase was accepted by management years ago and documented in the case notes "8/TMM; Erin approved a picture of the rating label as POP"Further proof is not possible because of a death of the gift giverThe fact that in order to honor a year warranty, you expect customers to jump trough hoops just means to me that you are trying to not honor the warrantyyou should stand behind a product based on the serial number anywayNo matter who owns it, the company should still stand behind the productYou have very detailed records and can see from the history that the serial number in question has only ever been called in by mewhen you state that so much money has already been spent in replacement parts should tell you that the product was in poor quality to start with and should be replaced.] if you do not have replacement parts for a grill that has a year warranty, a replacement grill is the only fair solution
Regards,
*** ***
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,
*** ***
Again, Char Broil refers to these "spider fires" caused by "improper maintenance." I again, show that I purchased new parts for my grill from Char Broil after six months to keep it clean and running. Spiders do not have time to nest in my gas lines as I keep my grill clean and use it frequently. The "Spider Alert" needs to be up front in the manual so consumers are aware of this problem before purchasing a Char Broil grill. If Char Broil is aware of this occurrence, as is Ducane, do not hide the information I well inside the owner's manual. Stand behind your product and put the "ALERT" on the front of the owner's manual. I do not want replacement parts because I do not want a THIRD occurrence of such an event. Until Char Broil replaces the cost of my grill, I will continue to spread awareness of these so called "venture fires." If Char-Broil doesn't have a problem with putting the alert in the back of the owner's manual, I do. Replacement parts only give the grill the opportunity to let in spiders again and the problem can then occur again at any time. Why would a consumer want that? Consider the replacement cost of my grill and also changing the "ALERT" to the front page of the owner's manual
Hi, I am writing in reference to Revdex.com Case Number *** I wanted to let you know that Mr*** contacted me on 5-12-to discuss the problems he was having with his grillMr*** agreed to continue to cook on the grill that was purchase as I have explained how the Infrared Cooking grates works. I agreed to send Mr*** an infusion cooker at no charge. The order number is ***
Char-Broil has received a letter expressing his satisfaction with my serviceWe are requesting for this case to be closed
Thank you,
***
Dear Mrs***,
Hi, I am writing in reference to Revdex.com Case *** ***
We would like to express our sincere apologies for the problems *** *** has experienced with her grill.
Ms*** stated in her letter that she purchased this item in November of The Limited Warranty goes in effect on the date of purchase, not when you first use the product. She states that she used the product for the first time in April of 2014. The Limited Warranty is day from the date of purchase. We’re sorry Ms*** Limited Warranty has expired.
When Ms*** contacted us the first time, we informed her that she would have to purchase the parts because she is out of warranty. Ms*** escalated to a Supervisor who offered to send waive the price of the controller or the heating element and waive her Shipping and Handling Fees. Ms*** refused the offer
We truly value Ms*** as a Char-Broil customer and have agreed to waive the cost for the controller and element assembly. These parts will not be covered under warranty and replacement of these parts will not re-instate her warranty. We highly recommend unplugging the controller after each use and storing it indoors inside an air controlled environment. We also recommend reviewing the Owner’s Manual to make sure the proper size, and gauge of extension cord is being used. Please allow to days for delivery
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 *** to replace the defective unit with a gas grill. I will wait for the business to perform this action.
Regards,
*** ***
I ordered a part for my electric BBQ grill on-line on June 26, When I followed up on-line to see when delivery was expected by Fed Ex, it said July That is a horribly long and totally unacceptable shipping time This is 2016, and you could ride a horse across country with it in less time When did FedEx go so downhill and why is Char Broil ok with this timing? I emailed and was told that it is in transit and there was nothing they could do Nobody cares these days I've lost my appetite for BBQ after all this
Hi, I am writing in reference to Revdex.com Case # *** - *** ***We would like to express our sincere apologies for the problems Mr*** experience with his grill.
"MARGIN: 0in 0in 0pt">
In order to operate Model Electric Patio Bistro grill safely it must be plugged into to a GFI (Ground Fault Interrupter) protected circuitIf the breaker is being tripped, there could be several things causing it. For example; the use of an extension cord that is not the proper gauge and length or not designed for outdoor appliances, overloading the circuit by plug in the grill and operating other appliances on the same circuit within the home. Also if the house has old wiring and moistureIt is best not to use an electrical cord but if you have to use cord select one that is togauge cord designed for outdoors and shorter than foot. Shorter length is best
If the issues of the wiring of the home has been address and still trips the breaker, the heating element was damagedWe only replaced the controller which means it is possible the damaged element is causing the new controller to short out. We would recommend replacing both the controller and element assembly together at the same time with new replacement parts
We’re sorry we are not able to refund the money for the unit as the Limited Warranty that came with the unit is for replacement of partsPlease see attached Limited Warranty PolicyWe will gladly provide a new heating element and controller at no charge and waive the shipping and handling chargesPlease let me know if you would like for me to replace these parts for you.
Thank you,
*** ***
Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case ***We would like to thank Mr*** for sending the images of his grill
I contacted Mr. *** to discuss his grill and what was causing problems. Mr*** stressed that the grill smokes and the grates are charred. The grease doesn't drain. At this time, we requested image of his grill so that we can see if there is anything that we could see that would be abnormal. The images we received are showing no signs of a product defect and cannot see any visible signs of damageThe unit Mr*** purchase is an Infrared grill model The product has been tested and passed all safety certification and is operating as designed. The unit being infrared has a special cooking system that consist of a cooking grate and emitter plate. Heat coming from the burner heats up the emitter plate and transfers the heat to the cooking grate. The design of the cooking grates and emitter eliminates hot spots and cold spots, provides more even heating and prevents most flare ups. When the grill is preheated for minutes, this allows the surface to get hot and sears the meats. Any fat or grease that is released during grilling will turn into smoke until it vaporizesTrimming fats from foods and choosing leaner cuts of meat as much as possible will help cut down on the volume of smoke
The images of the grates are showing food particles that have charred and can be cleaned with hot soapy water or a degreaser that's found in grill cleaners and we recommend to use a grill brushThe design of the emitter plates, and heat tents do not allow grease to make it way into the grease tray as most of it burns off quickly from the cooking surfaceHowever, large volumes of grease or a constant flow of grease will make its way to the bottom of the fireboxThe fire box is designed to funnel the grease into the draining tray. The images we received are showing where the grease has charred in the firebox and can be cleaned by using grill cleaner and a grill brushWe recommend cleaning the cooking surface and grill brush to remove food particles and residue after each useAfter the grates and emitters have been cleaned, please lightly coat the surface of both part with vegetable oil on the top and bottom sidesThis will help to prevent foods from sticking to grate and conditions the grates
We're sorry Mr*** is not satisfied with the grill. We are not seeing where this product is a defect as the warranty that came with the unit is for replacement partsAs a courtesy we will gladly send a nylon grill brush that is safe to use to clean his cooking grates and other interior parts of his grillIf Mr*** does not want the unit any longer, we will gladly provide a trade up offer of $towards the purchase of a new Char-Broil grillIf Mr*** would like to take advantage of our offers, please contact me Monday through Thursday from A.Mto P.MEastern TimeI may be reached at *** Extension ***
Thank you,
*** ***
Char-Broil, LLC
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 grill
Please find attached Limited Warranty Policy taken from Mr***’s Use and Care Manual for Model***-***-*** The limited warranty that came with Mr***’s grill is a warranty against defects in workmanship and material under and reasonable use and correct assembly. The warranty is broken down into parts along with the warranty duration This limited Manufacturer’s warranty does not cover damages to the product that results from any damages resulting from Acts of God, improper care and maintenance, grease fire, misuse and abuse
The images of Mr***’s grill reveals substantial amounts of damage caused by a grease fire, and is not covered under warrantyWhen grease fire occurs, the grill can no longer operate as designedUnder operation, each of the four burners emits an exact amount of gas that controls how much heat is generated by each burner by turning the control knob from low, medium to high. The amount of gas is distributed evenly through the tiny holes punched into each burner. Whereas grease fires burn more intensely and cannot be controlled by turning off the gas supplyThe damages of high intense heat caused by a grease fire will cause metal to become soft and melt as you see in the attached pictures
We have advised Mr*** that the unit is not covered under warranty due to the damages caused by the grease fire and the part that he would have to purchase (firebox) is no longer availableThe grill in the present condition is not recommended to be used and is unsafe We truly value Mr*** as a customer and therefore offered a 20% discount off a grill from our website that is not a retail exclusive productWe will gladly waive all Shipping and Handling fees associated with this offer. This offer will be available for daysIf you would like to take advantage of our offer and would like to place an order, please contact me at ###-###-#### Extension *** My available hours are Monday through Thursday from A.Mto P.MEastern Time
Thank you,
*** ***
Char-Broil, LLC
Attachments: Images of Mr***'s Grill (pictures)
Attachment: Limited Warranty Policy
[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,
*** ***
Hi, I am writing in reference to Revdex.com Case Number ***We would like to express our sincere apologies for the problems Ms*** has experiencedWe apologize for the delay in response as we tried to contact Ms*** to assist her with her grill on numerous occasions by telephone but
was unsuccessful. We attempted to reach her by email letting her know that we were writing in reference to a notice we received from the Revdex.com concerning the assembly issue you have experienced with your grill. We have attempted to reach you by phone but were unable to do so. As previously discussed we are unable to facilitate your request for an exchange of your product. Our offer to assist you through the disassembly and assembly process remains open and are happy to help. In light of the issue you have experienced we would like to offer you a sampling of accessories to use with your new grill once the assembly issue has been resolved. If you would rather choose the items that best suit your needs we are happy to extend a $credit towards the purchase of items from our website. It is our hope that you take advantage of the assistance we are offering and the proposed resolution so that you may enjoy your grill this season. We sincerely appreciate your business and look forward to your reply
If she would like to take advantage of our offer, please contact us at 1-800-241-Our office hours are Monday through Friday from A.Mto P.Mand Saturday from A.Mto P.MEastern Standard Time
Thank you,
*** ***
Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case-***- *** *** ***We would like to express our sincere apologies for the problems Mr*** encountered during the assembly of his new grill
We
have reached out to Mr*** via email January 7, advising that we understood that he was not able to return the product to the retailer due to the holiday and if we were given the chance we would have replaced the smoke chamber lid at no cost where there would not have been the need for other tools for the assembly other than what was stated on the manual. Since he purchased a drill and fixed the problem, to express our gratitude we have offered to send a grill cover, lbbag of hickory wood chunks and alb.bag of mesquite wood chunks at no cost for his inconvenience. Mr*** has accepted our offer and confirmed the Ship to AddressOrder *** was placed for the mentioned itemsThese items are in stock, please allow to 10 Days for delivery
We are asking for this case to be closed
Thank you,
*** ***
Char-Broil, LLC
Dear Mrs***,
class="MsoNormal">Hi, I am writing in reference to Revdex.com Case
Number ***-Mr*** ***We have corresponded with Mr*** on
February 11, and requested some form of proof of purchase from him along
with images of his grillMr*** was not able to provide proof of
purchase but has provided images of grill for usIn he had contacted us stating he had purchased Model***-***-***in July of The Limited Manufacturer warranty has expired
We
truly understand his dilemma with his grill and have offered to replace the
parts that have deteriorated at a 50% discount. Base on the images we received and Mr*** description of the flames shooting out of the control knob confirms what
we suspected about the blockages in the burner tube to the far left side of the
unitPlease refer to the Owner’s Manual for instructions on the removal and
cleaning of the burners (Please see Attachment). To help prolong the life of the burners, please
rotate the burners by moving the burners that were mounted on the left and
right side to the centerMove the center burners to the left and right sides
The
discoloration in the center of the grill lid, warping of the warming rack, rust
patterns on the cooking grate and warming rack is cause from grease fires
Grease fires also can cause damage to the heat shield that is attached to your
firebox and premature rusting of other internal partsGrease fires burns
hotter than your grill is designed and can cause permanent damageTo avoid
grease fires, choose lean cuts of meats, trim off as much fat as possible
Foods with high fat content can be cooked indirectly by preheating the surface
of your gratesSear meats on both sides and turn off the control knobs in the
middle leaving the outer burners onMove foods to the center where there are
no flamesMore indirect cooking options are also provided in your Owner’s
Manual
Grease
fires and venture fires (blockages inside the burner tubes), and rust are not
covered under warranty as they are not a manufacture defect but a maintenance
issueChar-Broil has no control over the damages caused by these types of
fires
We
will gladly supply a new valve hose and regulator assembly, and new control
panel at no charge as a courtesyThe cooking grates on your unit can be
cleaned using a wire grill brushThe grates will need to be re-seasoned with
vegetable oilFirst, brush down the grates to remove surface rust and food
particles then wash grates with hot soapy waterRinse well and dry completely
with a dry clothCoat lightly the surface of the cooking grate on both sides
with vegetable oil using a dry clothWe recommend lightly coating the surface
of your grate with oil before and after each use to help prolong the life of
your grate
We
would recommend replacing the firebox, heat tents and warming rackThe firebox
will come with the heat shield attachedThe firebox will be a shell, it will
not come pre-assemble with burners, carry over tubes,and etcIf you would like to
replace the grill lid, we do have the lid available for youWe have offered a
reasonable discount of 50% off the price of partsHowever, we would like to
offer a 30% discount off the price of a new Char-Broil grill of your choice
from our website at www.charbroil.com that are not retail
exclusive productsWe will gladly waive Shipping and Handling feesIf you
would like to take advantage of our offers, please contact me at ###-###-####,
Extension ***My available hours are Monday through Friday from A.Mto
P.MEastern Standard Time
Thank
you,
*** ***
Char-Broil,
LLC
Hi, I am writing in response to Revdex.com Case Number ***- *** ***. We would like to express our sincere apologies for the problems Mr*** has experienced with
his grill.
Several factors can cause parts to rust or deteriorate, for example how the unit is stored, cleaned and products used during cooking. The use of salt, barbeque sauces or products with high alkalinity can cause the surface of the cooking grates to rust if not cleaned after each useWe recommend to condition the cooking grate with a light coating of vegetable oil before and after each use. This will help to prevent the cooking grates from developing surface rustWe have found environmental conditions will also play a large role especially if grills are placed near large bodies of water, Oceans, near pools, and hot tubs. Chemical used in treating pools and hot tubs can become air borne and if grill is positioned close by, these chemical will cause the exterior of your grill to rustOver time parts do simply wear out based on usage.
Based on the images there were included, we do not recommend using the grill until the firebox has been replaced and a leak test performed. Enclosed is a copy of the Owner’s manual that includes steps on how to perform the leak test, how to clean burners and installation of the grill as well as the limited warranty coverage
According to the model number the unit was produced in 2009. We’re sorry we do not show record where Mr*** has registered his grill when it was purchaseHowever, based on the model number, the unit sold for $299.00. We will need a copy of his sales receipt or some other form of proof of purchase such as a bank statement, or credit card statementPlease send sales receipt to ***Please change the subject line to Attn: ***If you would like to send it via fax, please send it to *** Attn: ***
All parts of the grill can be replaced and are listed in the Owner’s Manual
Once we receive a copy of the sales receipt we will gladly register the unit and provide parts if covered under warranty at no charge that would restore the grill back in working condition If parts are no longer under warranty, we will gladly offer these parts at a 50% discount price and waive all Shipping and Handling fees
Thank you,
*** ***
Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case Number *** that was submitted on July 24, We would like to express our sincere apologies for the problems you have experienced with your grill.
The Limited Warranty that came with Mrs***'s grill is for a period
of one year warranty and the warranty is for replacement of parts. The sales receipt we received provides the date of purchase as June 7, 2015. The warranty on your grill has expired. It is not for the grill to rust out as quick as this has. Various reasons can be cause such as food particles left on the surface of the cooking grates, burners and firebox. Exposure to high heat such as grease fires, airborne chemical used to treat swimming pools and hot tubs. Also high alkalinity contents found in sauces and marinades will cause sever rust if the unit is not maintained. We understand the grill is slightly out of warranty and agreed to replace the firebox, grill lid, valve hose and regulator assembly, electronic ignition module, and cooking grates at no cost. Theses parts were shipped and received
We're sorry you are having a difficult time removing the screwsScrews can removed drilling out the head of the screw or by popping the head off the screw. If you use a larger flat head screw driver, please place the flat end of the screw driver underneath the screw headThe opposite end of the handle, if you would hit the handle of the screw driver with a hammer, this will snap off the screw headYou would be able to push the remaining parts of the screw out. In the images we received, the condition of the burner and carryover tubes have rusted out to the point where they need to be replaced. We will gladly replace them for you and send you a new hardware pack. This will help you to install the parts you already receivedPlease try to remove the screws as suggested. Once the screws are removed, please let me know and I will place an order for the burners, carryover tubes and hardware to be sent to you at no cost. If you are not able to remove the screws, please contact me at *** Extension ***My available hours are Monday through Thursday from 8 A.Mto P.M. Eastern.
Thank you
*** ***
Char-Broil, LLC
I accept the new Grill from Char-Broil and I think you for your follow up I ONLY got results because I hit social media hard Also, I want to point out that this Patio Bistro grill has a flaw It did NOT blow up from user error It has happened several times This time I scrapped my grill clean, I literally banged it on the ground to make sure it was clean and it still happened Furthermore, it reignites itself
There will be other problems and their will be injures I will almost guarantee it This is why I pursued it so hardAgain, my issue is resolved, so thank you[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,
*** ***
Hi, I am writing in reference to Revdex.com Case #[redacted]We would like to express our sincere apologies for the problems Mr[redacted] experienced with his SmartChef Digital Smoker
"MARGIN: 0in 0in 8pt">We contacted Mr[redacted] on April 30, to discuss the problems he was having and offered to exchange the unit with another smoker without the SmartChef applicationWe were able to trouble shoot with the product placed outside but close to his router as possibleWe found the problem was with his router and we were able to resolve the issue. The smoker is now fully connected, firm ware updated and the smoker is now operating properly
We appreciate Mr[redacted]'s as a Char-Broil customer and very pleased with the outcomeWe are sending Mr[redacted] some maple and hickory wood chips at no cost as a token of our appreciation. Please allow to days for deliveryThe order number is [redacted]
We are asking for the case to be closed
Thank you,
[redacted]
Char-Broil, LLC
Hi, I am writing in reference to Revdex.com Case- [redacted]. We would like to express our sincere apologies for the problems Mr[redacted]'s grill model purchased May 3,
"MARGIN: 0in 0in 8pt">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 [redacted]My available hours are Monday through Friday from A.Mto P.MEastern
Thank you,
[redacted]
Char-Broil, LLC
Dear Mrs[redacted],
"margin: 0in 0in 10pt;" class="MsoNormal">Hi, I am writing in reference to Revdex.com Case Number [redacted] We would like to express our sincere apologies
for the problems Mr[redacted] has experienced
Mr[redacted] has failed
to provide a date sales receipt which is one of the requirements to receive
warranty services
We have made several attempts to assist Mr[redacted] with his
grill and shipped numerous parts to him at no charge as a courtesy. We feel we have gone over and beyond his
limited warranty.
Mr[redacted] reported to me that he received a set of flame
tamers that did not go to his unit and that he did not receive his burners We have found this was a shipping error and
corrected the orderWe shipped these burners to him at no charge and expressed
the parts to him 2nd Day Delivery at our expense because we made the
error Mr[redacted] kept pushing for more
parts to be replaced at no chargeWe have stated in several emails that we
will no longer send more parts to him at no cost We provide a price quote for the part and he
declined to place the order
We're sorry the
replacement right panel that we sent did not work for himThe right side panel
has been discontinued. We had originally
offered a rebate of $ toward the
purchase of a new Char-Broil branded grill that can be purchased from a local retail
store such as Lowe's, Wal-Mart, The Home Depot, etc This offer is our final offer and will remain
open for Days If Mr[redacted] would
like to take advantage of this offer, please contact me at ###-###-####
Extension [redacted]My available hours are Monday through Friday 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.
I re(bject your offer for the following reasons:
1.The grill is defective. There are numerous negative reviews on the Charbroil website (some posted within the last few weeks and months) all reporting exactly what I did being the grill rusted out and falls apart within one year. I myself put two reviews on that website and they have both been removed. I received a confirmation and a thank you for posting a review, saw it on the website and then the next day, it vanished. This happened twice. I wonder how many other negative reviews have been removed. Again, the grill is clearly very poorly made and defective. The construction of the grill ahs not changed because consumers continue to report the exact same issues I am.
2.Provding me with a credit of $179.99, based upon the price a paid for the grill, would require me to spend approximately another $200 for the exact same grill from your website. I paid 269.00 for the grill and that was with the grill being on sale and I was given an additional 10% discount because I purchased a floor model. This information is clearly identified in the receipt I provided.
3. The grill I purchased was assembled at the store. After I pay Charbroil approximately another $200 (based on the list price on the website) for the exact same grill, I must spend numerous hours assembling it.
I reject the offer and respectfully request a full refund. This has been my request since I began speaking with customer service on this subject almost 2 months ago.
Sincerely,
[redacted]
[redacted]
Regards,
[redacted]