Dear Mrs. [redacted]
Hi, I am writing in reference to Revdex.com Case Number [redacted]-...
[redacted]. We would like to express our sincere apologies we are not at liberty to discuss the details of Mr[redacted] case. We have turned [redacted] case over to our legal team (Third Party Administrator). Only the Third Party Administrator will be able to speak with [redacted] regarding his case. We have notified this Administration Team of this letter that we received from the Revdex.com and they will reach out to him. Due to the legal aspects of this case, we are asking for this case to be closed.
Third Party Administration contact information:
[redacted]
Companion Property & Casualty Group
P O Box 100159
Columbia, SC 29202
Phone: (803)264-1271
Thank you,
Mylinda Hall
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] has experienced with grill...
Model 463441311. According to the manufacturing of Model 463441311, we are showing this model was produced in 2011.
We have researched the Limited Warranty Policy that is outlined in Mr. [redacted] Owner’s Manual and his warranty coverage has expired. If Mr. [redacted] feels this is incorrect, we will need a copy of a sales receipt of the grill purchase or some form of proof of purchase. If Mr. [redacted] no longer has a sales receipt, we will need some form of proof of purchase. We will accept a copy of a credit card statement, bank statement or a copy of a canceled check. Please black out private information such as bank account numbers, routing information etc. We mainly need the date of purchase, the item number or SKU number of the product, the name of the retailer where the grill was purchase from and dollar amount of the purchase.
Several factors can cause parts to deteriorate at a faster rate and most can be prevented by the frequency of cleaning and maintaining the grill. To help even out ware on parts, parts such as the burners, cooking grates and heat tents can be rotated. These parts need to be cleaned frequently with grill cleaner, grill brush or hot soapy water. After cleaning the cooking grates and heat tents, please rinse off parts and dry well. Once the burners have been cleaned, rinse with water and shake out excess water. Install burners on the grill and light the grill following the lighting instructions found in your manual or on the control panel. Turn the burners up on high for 15 minutes to dry out any remaining moisture.
During long periods when the grill is not in use, coat the cooking grates with a light coating of vegetable oil and wrap with wax paper and store grates in doors. We strongly recommend performing leak test prior to each use and clean out the burners often. Insects have the tendency to build nest inside the burners and this can clog the gas flow causing flash back fires.
Painted surfaces will require touch up and high temperature grill paint which is available for purchase. The interior of our grills are no painted, but over time will become coated with carbon build up. This carbon build up will resemble paint as it will flake off. Carbon residue can be removed from the inside of your grill by using a grill brush and grill cleaner.
We truly value Mr. [redacted] as a Char-Broil customer and willing to discount the parts (Qty. 4 Heat Tents and Bottom Shelf) from $70.90 to $36.00. We will waive Shipping and Handling fees. We will gladly keep this offer open for thirty days. If you would like to take advantage of our offer, please call 1-866-239-6777 and reference Case Number case number 966954. Our hours of operation are Monday and Tuesday from 8 A.M. to 9 P.M. EST. Wednesday- Friday from 8 A.M. to 6 P.M. EST. and Saturday from 10 A.M. to 9 P.M. EST.
Thank you,
[redacted]
Char-Broil, LLC.
Dear Ms. [redacted],
face="Calibri">Hi, I am writing in reference to Revdex.com Case #[redacted]. We would like to express our sincere apologies for the problems Mrs. [redacted] has experienced with our product.
We have spoken with Ms. [redacted] on several occasion concerning her smoker. Ms. [redacted] requested to return the product because it didn’t work. We informed Ms. [redacted] that we would be happy to trouble shoot with her to find out why her smoker is not working and will walk her through a [redacted]out with our product. Ms. [redacted] reluctantly agreed to it and requested that we contact her on Saturday, January 23rd.
We provided phone support throughout the [redacted]out which took roughly 3hours. At the very beginning of the phone call she wanted to know what was the second option concerning the return of her smoker. We advised that we will gladly troubleshoot to see if there are any problems with the smoker first and if it’s truly a defective product we will arrange for the item to be exchanged. Ms. [redacted] stated she does not want this smoker no matter what happens with the unit. We advised Ms. [redacted] that we would have to trouble shoot first and then she agreed. We began the [redacted]out and the unit preheated for 45 minutes as designed and began the chip cycle. Ms. [redacted] thought the orange light turning in a clockwise direction was a preheat cycle. We informed her that the orange light was “Start Chip Cycle” which will last for 20 minutes. Then it gave the prompt “Add Food”. The unit performed as designed without any problems.
We’re sorry the product cannot be returned as it is has been used and is performing as designed.
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,
Dear Mrs. [redacted]
Hi, I am writing in reference to Revdex.com Case Number
[redacted]-[redacted]. We would like to
express our sincere apologies for the problem Mr. [redacted] has experienced.
We have a dated sales...
receipt on file stating Mr. [redacted]
purchased his grill on 9-27-10. Please find attached copy of the Limited
Warranty for the unit. The limited
warranty for the firebox and lid assembly has expired. This limited warranty applies to the
functionality of the product only and does not cover cosmetic issues such as
scratches, dents, corrosion, or discoloring by heat, abrasive chemicals,
cleaners or any tools used in the assembly or installation of the appliance,
surface rust or discoloration of stainless steel surfaces. Rust is not
considered a manufacturing or material defect.
When we were first contacted by Mr. [redacted], he had informed
us that he has thrown his grill away. At
this point Mr. [redacted] made the decision to throw out the unit which terminated
the remaining warranty coverage.
We truly value Mr. [redacted] as a Char-Broil customer. If Mr. [redacted] had contacted us prior to
throwing the grill away, we could have worked with him by ordering parts. In some cases we offer huge discounts on
parts and in some cases send the parts at no charge. Being that he no longer owns the grill, we
offered him a fair discount of 25% off the price of a new grill from our
website that is not an exclusive product to retail stores. We will gladly honor
this discount and waive his Shipping and Handling. If Mr. [redacted] would like to
take advantage of our offer, please contact us at 1-800-241-7548. Please
reference case number [redacted].
Thank you,
[redacted]
Char-Broil, LLC.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
To buy the same grates Char briol suggests would not solve the problem since my grates are in tact. They simply do not nor have not ever made enough heat to properly cook meat. I had hoped to be able to get the newer style infrared grates, I see on newer grills, and hoped they might produce more heat. The design of the infrared grates are flawed. To have to put cooking oil on the grates as they say before and after use if just out of line. The holes in my grates are clear and of the original size. If my grates were of good quality stainless steel there would not be any question about rust.
If the tank problem they keep referring to were the problem the 200 degree temperature would be so out of line it would be obvious. This not even in the picture. The talk of plugged holes and rusted grates on a one year old grill are out of line. I obviously clean the grates before and after each use. Preheating is also an obvious step in cooking on grill. My meat has never been wet or frozen. These are just ways of blaming the customer for a bad product.
I do not expect to get any results but hope my complaint might help someone else. I did contact Char Broil early on but only got someone selling recipes. Tried again when I saw the new style infrared grates in the store.
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 resolved.
Regards,
[redacted]
on wedhesday7/16/14 I received a call from charbroil offering to help resolve my problem and the rep explained everything about there there warranty program and about there contract with lowes. after a long discussion she offered me replacement parts that were under warranty but not all that I needed as the warranty was gone on these pieces but at 50percent off and no shipping charge. I discussed about going down to a 2 burner grill and she had one that was not under any contracts and worked out a price of 178.00 and free shipping if I was interested. she said they would hold the offer for 1 year. I told her I would get back to her shortly with a decision. I found this lady very pleasant and very helpful and she had the right answers on all of my questions. I want to thank you for you help in resolving my issues with charbroil.
[redacted]
Dear Ms. Cook,
Hi, I am writing in reference to Revdex.com Case [redacted]. We're sorry Mr. [redacted] does not agree with us. The unit that Mr. [redacted] purchased, Model 461442513 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 tested. The 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 curve. We 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 700 degrees on the low setting. Fats and grease dripping into an open flame will cause an uncontrolled fire known as a grease fire. Grease 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 grill. When 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 fire. Cooking 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 Mr. Little wants to slow cook or barbecue, this can be done by turning off one or more control knobs to drop the temperature. We 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 use. We have smokers available that will allow you grill or slow cook that may be more suited. Our original offer is still open, should he choose to order a different style of grill. We will gladly keep this offer open for 30 days.
Thank you,
Mylinda Hall,
Char-Broil, LLC.
Dear Mrs. [redacted],
Hi, I am writing in reference to Revdex.com-Case Number [redacted]-...
[redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] has experienced with his grill.
The unit Mr. [redacted] purchased is 461442513 and has passed all certifications and regulations. The grill has been in the market since 2009 without similar complaints. The unit is designed for a rate of 48,000 BTU Max out-put, which is 12,000 BTU per burner. Regulators are tested at 100, 200 and 250 PSI pressures to insure they regulate to ½ psi valve requirements of a low pressure systems. Valves are checked for flow rates and for the flow curve, are found to be within the print specifications.
We have consulted with our Engineering Dept. and confirmed both shipments of VHR Assemblies were checked and verified for the prescribed BTU rate. The VHR assembly has been eliminated as a cause for any issue. That leaves the tank/fuel source, outside climate conditions, or firebox maintenance as potential causes for any possible too hot conditions. As an example, US LPG (liquid propane gas) production has 3 grades, HD5, HD10 and commercial grade. Typically it is an expectation that HD5 is utilized when dealing with licensed propane professional. However, in a tank swap scenario it is possible to get any of the grades and as commercial grade allows butane mix; it may burn hotter than HD5. Images we received shows the gas tank sitting next to the grill not positioned inside the tank ring as directed from his owner’s manual. This allows direct sunlight to raise the pressure inside the tank which the regulator must account for as well as creating an unnatural hose position that is not tested and not safe.
Another example, if the firebox is not cleaned or maintained on a regular basis; grease fires can occur that will increase normal temps in the grill. In the images we receive, the firebox has grease accumulation in the firebox.
To eliminate any issues with the burners, we agreed to replace them. As Mr. [redacted] stated, there was no difference, as the sole function of the burners is to distribute the flame.
We encourage Mr. [redacted] to view page 5 of his Owner’s Manual that describes different ways to cook, for example indirect cooking. Please see attachment.
We sorry, we are not able to refund Mr. [redacted] money for the price he paid for the grill but would like to offer a 50% discount off any unit from our website that is not an exclusive product to Lowe’s or Home Depot. We will waive all Shipping and Handling fees associated with this shipment. If Mr. [redacted] would like to take advantage of our offer, please contact me at 1-800-352-4111 Extension 7502. My available hours next week are from Tuesday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time.
Thank you,
Mylinda Hall
Char-Broil, LLC.
Hi, I am writing in reference to Revdex.com Case Number [redacted]. We would like to express our sincere apologies for not have the burner available for order. Our peak season begins in March and goes through August. However, this...
may vary depending on the weather for grilling.
We have properly informed Mr. [redacted] that we do not have the inventory in stock for his burners prior to placing his order. We strong encourage Mr. [redacted] to place his order so that his burners will be reserved for him when they arrive. We have an estimated date of arrival the week of September 25. Unfortunately, as a business we do run into backorder situations from time to time but we closely monitor them and try to eliminate backorders as much as possible.
If Mr. [redacted] would like to place an order for the parts he needs, will gladly provide him with a 10% discount and half price off his shipping and handling. We accept all major credit cards. If he would like to take advantage of our offer, please contact me at [redacted] Extension [redacted]. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time.
Thank you,
[redacted]
Char-Broil, LLC.
Revdex.com:
I sentI sent I sent in everything they asked me for
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]
Hi, I am writing in reference to Revdex.com Case Number [redacted]- [redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] has experienced with his grill.
8pt">We have tried to reach out to Mr. [redacted] to help resolve the issues he is having with his push button ignitor on his grill but has been unsuccessful to reach him by telephone. We have left voice message requesting a call back and followed up by an email. I’m sorry we are not able to reach him.
We will gladly assist and provide warranty services for the product he purchased from Wal-Mart should he need replacement parts. If Mr. [redacted] would like to speak with us, we may be reached at [redacted] Extension [redacted]. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time.
Thank you,
[redacted]
Char-Broil, LLC.
Hi, I am writing in reference to Revdex.com Case # [redacted] - [redacted]. We reached out to Mr. [redacted] on July 12 to discuss his complaint. ...
We requested images of his grill and a copy of the sales receipt further assist Mr. [redacted] with his grill. We received images of his grill but still waiting for a copy of his sales receipt.
We will gladly keep you informed and provide you with an update.
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 is satisfactory to me. Mylanda was most helpful and Charbroil did more than I had expected.
[redacted]
Regards,
[redacted]
Dear Mrs. [redacted],
Hi, I am writing in reference to Revdex.com Case # [redacted]- Robert M....
[redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] experienced with his grill. I have been appointed by the CEO, Mrs. [redacted], to respond to this complaint.
The model number [redacted] comes with a 90 Day Limited Warranty. This warranty begins on the date of purchase. Mr. J[redacted] has indicated that he purchased this unit over 11 months ago. Therefore his warranty has expired. Please see attached Limited Warranty taken from his Owner’s Manual.
We understand Mr. Javoronok stores his grill under a covered patio. However, heat can build up and cause condensation. In order to prolong the life of the controller, we recommend removing the controller after each use and store inside an air controlled environment.
Due to the controller being damaged, this may have also damaged the heating element. In some cases, we have seen where the element assembly had caused the damaged to the controller. Therefore we recommend replacing both items. We truly value Mr. [redacted] as a Char-Broil Customer and since the initial complaint was against the controller, we will gladly offer both pieces at a discount price of $27.59. The controller was priced at $45.99 and the Heating Element was priced at $49.99. We will waive all Shipping and Handling fees. If you wish to place this order, please contact me at 1-800-352-4111 Extension [redacted]. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time.
Thank you,
[redacted]
Char-Broil, LLC.
Dear Mrs. [redacted],
face="Calibri">Hi, I am writing in reference to Revdex.com Case-[redacted] We would like to express our sincere apologies for the problems Mr. [redacted] has experienced with his grill.
The unit Mr. [redacted] purchase Model 463268008 has a life time warranty on the firebox (fire bowl) against perforation. The pieces Mr. [redacted] requested, left side panel and right side panel, are parts that attach to firebox (firebowl) just like a leg or side shelf would attach. These parts are no longer covered under warranty as the warranty period of one year from the date of purchase has expired.
We have informed Mr. [redacted] that these parts were not covered under warranty and they are no longer available. However, we can see how this would be confusing to Mr. [redacted]. We truly value Mr. [redacted] as a Char-Broil customer and willing to offer a pro-rated rebate (pro-rate rebate is based on the years of usages) of $138.00 towards the purchase of a New Char-Broil Grill. If Mr. [redacted] would like to take advantage of our offer, please contact me at 1-800-352-4111 Extension, 7502. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time.
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] [redacted]
Dear Mrs. [redacted],
Hi, I am writing in reference to Revdex.com Case [redacted]. Mr. [redacted]s has indicated he purchased his grill in Dec. of 2012. Since the production of the grill in 2011, we have no issues with the product not getting hot enough to sear. We are governed by the American National Safety Institute, which conducts a series of test in order for this model to pass certifications. Model 463257111 has passed all certifications.
We’re sorry Mr. [redacted]s does not accept our recommendations, the information we have provided is accurate. One thing we have overlooked is the condition of his burners. If the burners have not been cleaned, food particles and rust can also block the flow of gas. This will prevent the heat from being distributed properly to the emitter plates. We will gladly replace the burners at no charge being that they are still covered under warranty. We will need a copy of his sales receipt to properly register his grill. If no receipt is available, we will need the serial number from his grill. The serial number can be found on a white or silver label right below the model number. This label can be found on the back side of the grill cart. The serial number will begin with the letter G for example G5201611090 00324.
If Mr. [redacted]s wishes to purchase a different style grate IR grates, we have item number 7358971 available for $34.99 a set. Mr. [redacted]s will need three sets to fill up his firebox. We will gladly offer these grates for a discount price of $52.49 for the set of three grates. If he would like to place an order for these grates, please contact me at 1-800-352-4111 Extension 7502. Before this order is placed, please provide the serial number so we can also include the burners. Shipping and Handling charges will be waived. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time.
Thank you,
[redacted]
Char-Broil, LLC.
Hi, I am writing in reference to Revdex.com Case # [redacted]- [redacted] concerning the Electric Patio Bistro.
The limited warranty that was purchased with the grill covers replacement of grill parts. The controller was the only part that was sent at no charge under the terms of the warranty. As discussed previously there are several reasons that can cause the heating element and controller not to work properly. The Owner’s Manual outlines the requirement for the grill function. The outline was sent in our previous response.
We have offered to send the new heating element and controller together in a new order to ensure both parts are functioning properly. We will gladly have these parts tested before they ship and as a courtesy include a grill cover to help protect the unit at no cost.
We truly value Mr. [redacted] as a Char-Broil customer and would like to offer the replacement parts or exchange their unit for a gas patio bistro or another electric patio bistro unit. Before we can exchange the unit, we will require a copy of the sales receipt of the grill that was purchased from Lowe’s.
If Mr. [redacted] would like to take advantage of our offers, please contact me at [redacted] Extension [redacted]. My available hours are Monday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time.
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 Ms. [redacted] has experienced.
We truly value Ms. [redacted] as a Char-Broil customer and will gladly replace the cooking grate at no cost to help start off fresh with a new grate. There is a misconception that stainless steel wont rust. We have found several factors that can cause stainless to rust, for example food particles left on the surface of the cooking grate. Food particles turns to acid and this causes metals to break down faster forming surface rust. Also, Alkalinity found in ketchup, barbeque sauces, meat tenderizers and salts; if left on the surface of the grate will also cause the metal to break down. It’s best to do a complete burn off after grilling to burn off any residue left behind. After the grill has completely cooled, wipe the grate with a grill brush to remove any hard baked on particles. Mixing up baking soda and with a little water can be used on stubborn areas. Wipe the surface of the cooking grate with a light coating of vegetable oil after cleaning.
Once the new grate arrives, we would recommend to season the new cooking grate by applying a light coating of vegetable oil to the top and bottom of the cooking grate using a cloth. Preheat the grill for 15 minutes on high. This will condition the grate turning it to a dark brown color. The grate will not reverse to the shiny stainless luster. We do not recommend trying to reverse it as this will damage the grate causing foods to stick and rust particles to develop.
If surface rust starts to develop, it can be removed by using a grill brush and hot soapy water. Please make sure the grate is completely dry when placing into your grill and coat the surface lightly with vegetable oil before and after each use.
If you would like to receive a new cooking grate for your model, please contact me at [redacted] Extension [redacted]. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Time. Once the order is placed, please allow 7 to 10 days for delivery.
Thank you,
[redacted]
Char-Broil, LLC.
Dear Mrs. [redacted]
Hi, I am writing in reference to Revdex.com Case Number [redacted]-...
[redacted]. We would like to express our sincere apologies we are not at liberty to discuss the details of Mr[redacted] case. We have turned [redacted] case over to our legal team (Third Party Administrator). Only the Third Party Administrator will be able to speak with [redacted] regarding his case. We have notified this Administration Team of this letter that we received from the Revdex.com and they will reach out to him. Due to the legal aspects of this case, we are asking for this case to be closed.
Third Party Administration contact information:
[redacted]
Companion Property & Casualty Group
P O Box 100159
Columbia, SC 29202
Phone: (803)264-1271
Thank you,
Mylinda Hall
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] has experienced with grill...
Model 463441311. According to the manufacturing of Model 463441311, we are showing this model was produced in 2011.
We have researched the Limited Warranty Policy that is outlined in Mr. [redacted] Owner’s Manual and his warranty coverage has expired. If Mr. [redacted] feels this is incorrect, we will need a copy of a sales receipt of the grill purchase or some form of proof of purchase. If Mr. [redacted] no longer has a sales receipt, we will need some form of proof of purchase. We will accept a copy of a credit card statement, bank statement or a copy of a canceled check. Please black out private information such as bank account numbers, routing information etc. We mainly need the date of purchase, the item number or SKU number of the product, the name of the retailer where the grill was purchase from and dollar amount of the purchase.
Several factors can cause parts to deteriorate at a faster rate and most can be prevented by the frequency of cleaning and maintaining the grill. To help even out ware on parts, parts such as the burners, cooking grates and heat tents can be rotated. These parts need to be cleaned frequently with grill cleaner, grill brush or hot soapy water. After cleaning the cooking grates and heat tents, please rinse off parts and dry well. Once the burners have been cleaned, rinse with water and shake out excess water. Install burners on the grill and light the grill following the lighting instructions found in your manual or on the control panel. Turn the burners up on high for 15 minutes to dry out any remaining moisture.
During long periods when the grill is not in use, coat the cooking grates with a light coating of vegetable oil and wrap with wax paper and store grates in doors. We strongly recommend performing leak test prior to each use and clean out the burners often. Insects have the tendency to build nest inside the burners and this can clog the gas flow causing flash back fires.
Painted surfaces will require touch up and high temperature grill paint which is available for purchase. The interior of our grills are no painted, but over time will become coated with carbon build up. This carbon build up will resemble paint as it will flake off. Carbon residue can be removed from the inside of your grill by using a grill brush and grill cleaner.
We truly value Mr. [redacted] as a Char-Broil customer and willing to discount the parts (Qty. 4 Heat Tents and Bottom Shelf) from $70.90 to $36.00. We will waive Shipping and Handling fees. We will gladly keep this offer open for thirty days. If you would like to take advantage of our offer, please call 1-866-239-6777 and reference Case Number case number 966954. Our hours of operation are Monday and Tuesday from 8 A.M. to 9 P.M. EST. Wednesday- Friday from 8 A.M. to 6 P.M. EST. and Saturday from 10 A.M. to 9 P.M. EST.
Thank you,
[redacted]
Char-Broil, LLC.
Dear Ms. [redacted],
face="Calibri">Hi, I am writing in reference to Revdex.com Case #[redacted]. We would like to express our sincere apologies for the problems Mrs. [redacted] has experienced with our product.
We have spoken with Ms. [redacted] on several occasion concerning her smoker. Ms. [redacted] requested to return the product because it didn’t work. We informed Ms. [redacted] that we would be happy to trouble shoot with her to find out why her smoker is not working and will walk her through a [redacted]out with our product. Ms. [redacted] reluctantly agreed to it and requested that we contact her on Saturday, January 23rd.
We provided phone support throughout the [redacted]out which took roughly 3hours. At the very beginning of the phone call she wanted to know what was the second option concerning the return of her smoker. We advised that we will gladly troubleshoot to see if there are any problems with the smoker first and if it’s truly a defective product we will arrange for the item to be exchanged. Ms. [redacted] stated she does not want this smoker no matter what happens with the unit. We advised Ms. [redacted] that we would have to trouble shoot first and then she agreed. We began the [redacted]out and the unit preheated for 45 minutes as designed and began the chip cycle. Ms. [redacted] thought the orange light turning in a clockwise direction was a preheat cycle. We informed her that the orange light was “Start Chip Cycle” which will last for 20 minutes. Then it gave the prompt “Add Food”. The unit performed as designed without any problems.
We’re sorry the product cannot be returned as it is has been used and is performing as designed.
Thank you,
[redacted]
Char-Broil, LLC.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Mrs. [redacted]
Hi, I am writing in reference to Revdex.com Case Number
[redacted]-[redacted]. We would like to
express our sincere apologies for the problem Mr. [redacted] has experienced.
We have a dated sales...
receipt on file stating Mr. [redacted]
purchased his grill on 9-27-10. Please find attached copy of the Limited
Warranty for the unit. The limited
warranty for the firebox and lid assembly has expired. This limited warranty applies to the
functionality of the product only and does not cover cosmetic issues such as
scratches, dents, corrosion, or discoloring by heat, abrasive chemicals,
cleaners or any tools used in the assembly or installation of the appliance,
surface rust or discoloration of stainless steel surfaces. Rust is not
considered a manufacturing or material defect.
When we were first contacted by Mr. [redacted], he had informed
us that he has thrown his grill away. At
this point Mr. [redacted] made the decision to throw out the unit which terminated
the remaining warranty coverage.
We truly value Mr. [redacted] as a Char-Broil customer. If Mr. [redacted] had contacted us prior to
throwing the grill away, we could have worked with him by ordering parts. In some cases we offer huge discounts on
parts and in some cases send the parts at no charge. Being that he no longer owns the grill, we
offered him a fair discount of 25% off the price of a new grill from our
website that is not an exclusive product to retail stores. We will gladly honor
this discount and waive his Shipping and Handling. If Mr. [redacted] would like to
take advantage of our offer, please contact us at 1-800-241-7548. Please
reference case number [redacted].
Thank you,
[redacted]
Char-Broil, LLC.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
To buy the same grates Char briol suggests would not solve the problem since my grates are in tact. They simply do not nor have not ever made enough heat to properly cook meat. I had hoped to be able to get the newer style infrared grates, I see on newer grills, and hoped they might produce more heat. The design of the infrared grates are flawed. To have to put cooking oil on the grates as they say before and after use if just out of line. The holes in my grates are clear and of the original size. If my grates were of good quality stainless steel there would not be any question about rust.
If the tank problem they keep referring to were the problem the 200 degree temperature would be so out of line it would be obvious. This not even in the picture. The talk of plugged holes and rusted grates on a one year old grill are out of line. I obviously clean the grates before and after each use. Preheating is also an obvious step in cooking on grill. My meat has never been wet or frozen. These are just ways of blaming the customer for a bad product.
I do not expect to get any results but hope my complaint might help someone else. I did contact Char Broil early on but only got someone selling recipes. Tried again when I saw the new style infrared grates in the store.
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 resolved.
Regards,
[redacted]
on wedhesday7/16/14 I received a call from charbroil offering to help resolve my problem and the rep explained everything about there there warranty program and about there contract with lowes. after a long discussion she offered me replacement parts that were under warranty but not all that I needed as the warranty was gone on these pieces but at 50percent off and no shipping charge. I discussed about going down to a 2 burner grill and she had one that was not under any contracts and worked out a price of 178.00 and free shipping if I was interested. she said they would hold the offer for 1 year. I told her I would get back to her shortly with a decision. I found this lady very pleasant and very helpful and she had the right answers on all of my questions. I want to thank you for you help in resolving my issues with charbroil.
[redacted]
Dear Ms. Cook,
Hi, I am writing in reference to Revdex.com Case [redacted]. We're sorry Mr. [redacted] does not agree with us. The unit that Mr. [redacted] purchased, Model 461442513 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 tested. The 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 curve. We 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 700 degrees on the low setting. Fats and grease dripping into an open flame will cause an uncontrolled fire known as a grease fire. Grease 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 grill. When 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 fire. Cooking 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 Mr. Little wants to slow cook or barbecue, this can be done by turning off one or more control knobs to drop the temperature. We 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 use. We have smokers available that will allow you grill or slow cook that may be more suited. Our original offer is still open, should he choose to order a different style of grill. We will gladly keep this offer open for 30 days.
Thank you,
Mylinda Hall,
Char-Broil, LLC.
Dear Mrs. [redacted],
Hi, I am writing in reference to Revdex.com-Case Number [redacted]-...
[redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] has experienced with his grill.
The unit Mr. [redacted] purchased is 461442513 and has passed all certifications and regulations. The grill has been in the market since 2009 without similar complaints. The unit is designed for a rate of 48,000 BTU Max out-put, which is 12,000 BTU per burner. Regulators are tested at 100, 200 and 250 PSI pressures to insure they regulate to ½ psi valve requirements of a low pressure systems. Valves are checked for flow rates and for the flow curve, are found to be within the print specifications.
We have consulted with our Engineering Dept. and confirmed both shipments of VHR Assemblies were checked and verified for the prescribed BTU rate. The VHR assembly has been eliminated as a cause for any issue. That leaves the tank/fuel source, outside climate conditions, or firebox maintenance as potential causes for any possible too hot conditions. As an example, US LPG (liquid propane gas) production has 3 grades, HD5, HD10 and commercial grade. Typically it is an expectation that HD5 is utilized when dealing with licensed propane professional. However, in a tank swap scenario it is possible to get any of the grades and as commercial grade allows butane mix; it may burn hotter than HD5. Images we received shows the gas tank sitting next to the grill not positioned inside the tank ring as directed from his owner’s manual. This allows direct sunlight to raise the pressure inside the tank which the regulator must account for as well as creating an unnatural hose position that is not tested and not safe.
Another example, if the firebox is not cleaned or maintained on a regular basis; grease fires can occur that will increase normal temps in the grill. In the images we receive, the firebox has grease accumulation in the firebox.
To eliminate any issues with the burners, we agreed to replace them. As Mr. [redacted] stated, there was no difference, as the sole function of the burners is to distribute the flame.
We encourage Mr. [redacted] to view page 5 of his Owner’s Manual that describes different ways to cook, for example indirect cooking. Please see attachment.
We sorry, we are not able to refund Mr. [redacted] money for the price he paid for the grill but would like to offer a 50% discount off any unit from our website that is not an exclusive product to Lowe’s or Home Depot. We will waive all Shipping and Handling fees associated with this shipment. If Mr. [redacted] would like to take advantage of our offer, please contact me at 1-800-352-4111 Extension 7502. My available hours next week are from Tuesday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time.
Thank you,
Mylinda Hall
Char-Broil, LLC.
Hi, I am writing in reference to Revdex.com Case Number [redacted]. We would like to express our sincere apologies for not have the burner available for order. Our peak season begins in March and goes through August. However, this...
may vary depending on the weather for grilling.
We have properly informed Mr. [redacted] that we do not have the inventory in stock for his burners prior to placing his order. We strong encourage Mr. [redacted] to place his order so that his burners will be reserved for him when they arrive. We have an estimated date of arrival the week of September 25. Unfortunately, as a business we do run into backorder situations from time to time but we closely monitor them and try to eliminate backorders as much as possible.
If Mr. [redacted] would like to place an order for the parts he needs, will gladly provide him with a 10% discount and half price off his shipping and handling. We accept all major credit cards. If he would like to take advantage of our offer, please contact me at [redacted] Extension [redacted]. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time.
Thank you,
[redacted]
Char-Broil, LLC.
Revdex.com:
I sentI sent I sent in everything they asked me for
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]
Hi, I am writing in reference to Revdex.com Case Number [redacted]- [redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] has experienced with his grill.
8pt">We have tried to reach out to Mr. [redacted] to help resolve the issues he is having with his push button ignitor on his grill but has been unsuccessful to reach him by telephone. We have left voice message requesting a call back and followed up by an email. I’m sorry we are not able to reach him.
We will gladly assist and provide warranty services for the product he purchased from Wal-Mart should he need replacement parts. If Mr. [redacted] would like to speak with us, we may be reached at [redacted] Extension [redacted]. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time.
Thank you,
[redacted]
Char-Broil, LLC.
Hi, I am writing in reference to Revdex.com Case # [redacted] - [redacted]. We reached out to Mr. [redacted] on July 12 to discuss his complaint. ...
We requested images of his grill and a copy of the sales receipt further assist Mr. [redacted] with his grill. We received images of his grill but still waiting for a copy of his sales receipt.
We will gladly keep you informed and provide you with an update.
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 is satisfactory to me. Mylanda was most helpful and Charbroil did more than I had expected.
[redacted]
Regards,
[redacted]
Dear Mrs. [redacted],
Hi, I am writing in reference to Revdex.com Case # [redacted]- Robert M....
[redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] experienced with his grill. I have been appointed by the CEO, Mrs. [redacted], to respond to this complaint.
The model number [redacted] comes with a 90 Day Limited Warranty. This warranty begins on the date of purchase. Mr. J[redacted] has indicated that he purchased this unit over 11 months ago. Therefore his warranty has expired. Please see attached Limited Warranty taken from his Owner’s Manual.
We understand Mr. Javoronok stores his grill under a covered patio. However, heat can build up and cause condensation. In order to prolong the life of the controller, we recommend removing the controller after each use and store inside an air controlled environment.
Due to the controller being damaged, this may have also damaged the heating element. In some cases, we have seen where the element assembly had caused the damaged to the controller. Therefore we recommend replacing both items. We truly value Mr. [redacted] as a Char-Broil Customer and since the initial complaint was against the controller, we will gladly offer both pieces at a discount price of $27.59. The controller was priced at $45.99 and the Heating Element was priced at $49.99. We will waive all Shipping and Handling fees. If you wish to place this order, please contact me at 1-800-352-4111 Extension [redacted]. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time.
Thank you,
[redacted]
Char-Broil, LLC.
Dear Mrs. [redacted],
face="Calibri">Hi, I am writing in reference to Revdex.com Case-[redacted] We would like to express our sincere apologies for the problems Mr. [redacted] has experienced with his grill.
The unit Mr. [redacted] purchase Model 463268008 has a life time warranty on the firebox (fire bowl) against perforation. The pieces Mr. [redacted] requested, left side panel and right side panel, are parts that attach to firebox (firebowl) just like a leg or side shelf would attach. These parts are no longer covered under warranty as the warranty period of one year from the date of purchase has expired.
We have informed Mr. [redacted] that these parts were not covered under warranty and they are no longer available. However, we can see how this would be confusing to Mr. [redacted]. We truly value Mr. [redacted] as a Char-Broil customer and willing to offer a pro-rated rebate (pro-rate rebate is based on the years of usages) of $138.00 towards the purchase of a New Char-Broil Grill. If Mr. [redacted] would like to take advantage of our offer, please contact me at 1-800-352-4111 Extension, 7502. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time.
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] [redacted]
Dear Mrs. [redacted],
Hi, I am writing in reference to Revdex.com Case [redacted]. Mr. [redacted]s has indicated he purchased his grill in Dec. of 2012. Since the production of the grill in 2011, we have no issues with the product not getting hot enough to sear. We are governed by the American National Safety Institute, which conducts a series of test in order for this model to pass certifications. Model 463257111 has passed all certifications.
We’re sorry Mr. [redacted]s does not accept our recommendations, the information we have provided is accurate. One thing we have overlooked is the condition of his burners. If the burners have not been cleaned, food particles and rust can also block the flow of gas. This will prevent the heat from being distributed properly to the emitter plates. We will gladly replace the burners at no charge being that they are still covered under warranty. We will need a copy of his sales receipt to properly register his grill. If no receipt is available, we will need the serial number from his grill. The serial number can be found on a white or silver label right below the model number. This label can be found on the back side of the grill cart. The serial number will begin with the letter G for example G5201611090 00324.
If Mr. [redacted]s wishes to purchase a different style grate IR grates, we have item number 7358971 available for $34.99 a set. Mr. [redacted]s will need three sets to fill up his firebox. We will gladly offer these grates for a discount price of $52.49 for the set of three grates. If he would like to place an order for these grates, please contact me at 1-800-352-4111 Extension 7502. Before this order is placed, please provide the serial number so we can also include the burners. Shipping and Handling charges will be waived. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time.
Thank you,
[redacted]
Char-Broil, LLC.
Hi, I am writing in reference to Revdex.com Case # [redacted]- [redacted] concerning the Electric Patio Bistro.
The limited warranty that was purchased with the grill covers replacement of grill parts. The controller was the only part that was sent at no charge under the terms of the warranty. As discussed previously there are several reasons that can cause the heating element and controller not to work properly. The Owner’s Manual outlines the requirement for the grill function. The outline was sent in our previous response.
We have offered to send the new heating element and controller together in a new order to ensure both parts are functioning properly. We will gladly have these parts tested before they ship and as a courtesy include a grill cover to help protect the unit at no cost.
We truly value Mr. [redacted] as a Char-Broil customer and would like to offer the replacement parts or exchange their unit for a gas patio bistro or another electric patio bistro unit. Before we can exchange the unit, we will require a copy of the sales receipt of the grill that was purchased from Lowe’s.
If Mr. [redacted] would like to take advantage of our offers, please contact me at [redacted] Extension [redacted]. My available hours are Monday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time.
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 Ms. [redacted] has experienced.
We truly value Ms. [redacted] as a Char-Broil customer and will gladly replace the cooking grate at no cost to help start off fresh with a new grate. There is a misconception that stainless steel wont rust. We have found several factors that can cause stainless to rust, for example food particles left on the surface of the cooking grate. Food particles turns to acid and this causes metals to break down faster forming surface rust. Also, Alkalinity found in ketchup, barbeque sauces, meat tenderizers and salts; if left on the surface of the grate will also cause the metal to break down. It’s best to do a complete burn off after grilling to burn off any residue left behind. After the grill has completely cooled, wipe the grate with a grill brush to remove any hard baked on particles. Mixing up baking soda and with a little water can be used on stubborn areas. Wipe the surface of the cooking grate with a light coating of vegetable oil after cleaning.
Once the new grate arrives, we would recommend to season the new cooking grate by applying a light coating of vegetable oil to the top and bottom of the cooking grate using a cloth. Preheat the grill for 15 minutes on high. This will condition the grate turning it to a dark brown color. The grate will not reverse to the shiny stainless luster. We do not recommend trying to reverse it as this will damage the grate causing foods to stick and rust particles to develop.
If surface rust starts to develop, it can be removed by using a grill brush and hot soapy water. Please make sure the grate is completely dry when placing into your grill and coat the surface lightly with vegetable oil before and after each use.
If you would like to receive a new cooking grate for your model, please contact me at [redacted] Extension [redacted]. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Time. Once the order is placed, please allow 7 to 10 days for delivery.
Thank you,
[redacted]
Char-Broil, LLC.