Hi, the case number I was talking about was a char-broil case number. They did offer me $150 rebate on my next grill purchase. But is far from replacement cost? Thanks.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Charbroil makes it seem like I was asking for parts for no reason. Their grill was defective, plain and simple! The more the grill was looked at the more damage could be seen.
Charbroil sent me 38 parts as they where all defective/damaged with excessive rusting. No parts at all should have been sent if Charbroil knowingly sent me a right side panel that DOESNT fit my grill. Charbroil has obviously mislead me when they stated that the replacement right side panel was an exact replacement for my original one that was needed.
What does charbroils apology for sending a part that they know doesnt fit my grill do for me?
Saying sorry that "it didn't work for me" is insulting. That part sent was not compatible with my grill!
The part they sent is missing 1 pre drilled hole for an inside rack AND 5 pre drilled holes and two slots to hang the right side door. With out these the right side door is unable to be hung on. I didnt agree for the parts to be sent knowing that one wasnt for my grill. I never would have agreed to the parts.
As far as charbroils statement that I didnt provide a dated sales receipt; THAT IS A COMPLETE LIE! I absolutely sent charbroil a copy of my receipt. When I get home from work today I could look up spe ifically when it was sent.
Charbroil NEVER should have offered OR sent parts when they knew that one of them DID NOT GO TO MY GRILL.
Plain and simple, I was grossly mislead and lied to.
Charbroil needs to send the correct right side panel and if one can not be found then a replacement grill comparable to mine needs to be sent.
thank you.
[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. Also, I would like to see the business change their website and take down the picture in question under this model of grill so no one else will have this problem. As I said in my complaint, showing that grate and emitter plate is misleading the customer and if it does not come on this model of grill it should not be shown under this model. Even though I did not get what I thought I was paying for I would like to thank Char-Broil for trying to make it right.
Regards,
[redacted]
Hi, I am writing in reference to Revdex.com Case [redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] had with his grill model 14601900 Gas Patio Bistro....
Grill maintenance and cleaning is very critical to operate all grills safely. Accumulation of grease, barbecue sauces, food particles and burnt residue on internal parts of your grill will cause poor air circulation that can prevent the grill from functioning properly and can cause grease fires.
We truly value Mr. [redacted] as a Char-Broil customer and offered to replace his patio bistro with model 463650414. Mr. [redacted] accepted the offer and has agreed that he will no longer use model 14601900 Gas Patio Bistro. Please see attached signature of acceptance. Order [redacted] was placed to have grill model 463650414 shipped at no charge. Please allow 7 to 10 days for delivery.
Thank you,
[redacted]
Char-Broil, LLC.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Its over the warranty, so I would be required to purchase parts which is not something reasonable to suggest given the quality of the unit. I could buy a whole new grill for the price of these parts.
Regards,
[redacted]i
Hi, I am writing in reference to Revdex.com Case #[redacted]. We would like to express our sincere apologies for the problems...
Mrs. [redacted] experienced with her grill model 463230515.
From the description Mrs. [redacted] provided and the images we received, Mrs. [redacted] experienced a grease fire. Grease fires are uncontrollable as Mrs. [redacted] stated. We’re sorry grease fires are not covered under warranty as grease fires are not a manufacturer’s defect but a maintenance issue that we cannot control. Please find attached page 10 of the Owner’s Manual for Model 463230515.
We truly value Mrs. [redacted] as a charbroil customer and agreed to replace the damaged parts. We replaced over 33 parts at no cost. We ‘re sorry to hear that a few arrived damaged but we will gladly replace them at no charge. Please let us know what part(s) were damaged and we will have them shipped at no charge. The replacement parts she received would restore the grill back to original condition. We will gladly help walk through the installation process and answer any questions as needed.
Please contact Char-Broil Customer Service Department at 1-800-241-7548. Our hours of operations are Monday through Friday from 8 A.M. to 9 P.M. and Saturday from 9 A.M. to 8 P.M. Eastern.
Hi, I am writing in reference to Revdex.com Case
Number[redacted]. We would
like to express our sincere...
apologies for the difficulty you experience placing
your warranty order.
We’re sorry due to the complexity of Warranty Services, orders
for warranty parts are placed over the telephone through our Customer Service Division at Accent
Marketing.
Char-Broil and our Partnership with Accent Marketing are PCI compliance with all Bank Processing Centers. Our guidelines and directions
for processing orders and obtaining credit card information are in accordance
to this agreement. We can assure you we are held to very high standards and will not breach our PCI Compliance.
We would like for this case to be close as an order for
Mr. [redacted] was placed on May 2, and shipped May 5, 2014 by Federal Express. Estimated date of delivery
is May 7, 2014. Federal Express tracking number is [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.
I have reviewed the settlement offer. Two things they state in this response are not correct. Yes, in one picture the tank is shown sitting outside the grill. This is because they asked me to send pictures so I removed the tank from our other grill and hooked it up solely for taking and sending those pictures. The tank normally is below the unit. When finished taking pic tires, I disconnected the tank and put it back with the other grill. Second, as far as grease build up, it is non existent. The residue in the bottom of the grill was the ashes from the only thing ever cooked in ther plus the baking soda used to put out the fire. I also disagree with the statements regarding improper propane. I used three different tanks bought from three different sources with the same results. By the wY, there was np problem with my old grill with any of these tanks. I feel that when the burners are on, one should reasonably expect temperature less the 700 degrees when all are on the lowest setting. My complaint is this unit is unsafe. I have sent the grill to the gas company I deal with and they are performing a test on the unit . I expect an answer back from them in the next few days.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear .
What if I just wanted to purchase parts for my grill that is supposed to be covered for life? What then, I purchased this grill on the assumptions I would be able to get parts as long as I need them.Even if they were not covered under the warrenty which I new they would try to get out of considering they don't have the parts. Don't they have a responsibility to carry the parts for a life time agreement on the grill. What does this say about their warrenty and their company as a whole. Of course they don't want to.cover their mastakes , I would too if I never had any attentions in honoring the warrenty to begin with. I just wonder what others would say about.a.company offering a.lifetime.warrenty that after 9 years didn't carry the parts for and can't get them . What if it was by some magical explanation it was covered how would they take care.Of it.then ??
Regards,
[redacted]
Hi, I am writing in reference to Revdex.com-Case [redacted] in reference to Model 463724514.
I reached out to Mrs. [redacted] in attempts to provide a resolution. Based on the purchased price printed on the sales receipt, Mrs. [redacted] paid $269.99 for the grill. As a courtesy, we made a made a pro-rated rebate offer of $179.99 towards the purchase of a new Char-Broil grill. We have also offered to waive Shipping and Handling fees if she orders a grill directly from our website (www.charbroil.com). We feel this offer is fair for a product that is no longer under warranty. Mrs. [redacted] has rejected all the offers that we made. We’re sorry but pro-rated rebate of $179.99 is our final offer. Even though Mrs. [redacted] has declined the offer, the rebate offer will still be available for one year. If Mrs. [redacted] elects to take advantage of this offer, please contact me at [redacted] Extension [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.]The 20% discount on a comparable grill/smoker and complimentary shipping
offered by Char-Broil does not make me whole for an inferior product
and the lack of a replacement part that they no longer keep in stock.
The smoker bottom is the heart of the smoker/grill and without
which the whole smoker/ grill I bought is useless in less than 4 years since ashes fall through large holes in the bottom and smoke escapes. I
took painstaking care of the smoker/grill according to the directions
and also repainted it with heat resistant paint all to no avail. In
short "Fool me once, shame on you but fool me twice, shame on me". I
recently received an e-mail from Char-Broil that they were offering a 25%
off sale and they only offered me, in settlement of my claim, a 20% discount off a price for a comparable
grill/smoker that has increased $30 is price since I bought mine. This is insulting and I refuse to throw good money after bad. I, obviously, would not ever buy another Char-Broil product based on my experience described above.Regards,[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I guess I have no option now to spend more money on a NEW grill. I will not put a band-aid on this one since I know due to the POOR quality I can just forsee more problems. As I said before I am giving this girll to a non-profit which they will NEED to order the parts themselves so they can get some use out if it. They will need the grease pan for sure which by the past letters wasnt even listed as one of the parts needed. I would like to be able to give them the part numbers for the items they will need. The sooner this thing is off my back patio the better I will start to feel since I feel sick that once again the consumer gets the shaft over a BAD product. And as I see this grill isnt even offered on your site. I can see why it isnt.
Dear Mrs. [redacted],
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 order. We have not received a copy of the Sales Receipt that is needed to register his grill for...
warranty services. As a courtesy only, we will agree to replace the parts at no charge. The order number is [redacted].
Please allow 7 to 10 Days for delivery.
Thank you,
[redacted]
Char-Broil, LLC.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I spoke with a rep from Char Broil this morning. Last week I sent them a receipt with proof of purchase. This morning someone named [redacted] called to say that they could send out the parts again or a $100.00 gift certificate towards purchase of another cha broil. We don't want another box from them with parts that are broken and missing or bent we don't want to go through that again all we wanted was a replacement of the grill that we got just like we stated at a box like we got from the store or the $300 that we paid for the grill . Even though they have never seen the grill they are still insisting it was a grease fire. We owned it a week as the receipt shows it was used twice and the 3rd time went up in flames. I will be email the CEO and anyone else I have to to get resolution to this. I don't think we are asking for a lot.
Hi, I am writing in reference to Revdex.com Case [redacted]-[redacted]. We would like to express our sincere apologies for the problem Mrs. [redacted] experienced with her grill.
FONT-FAMILY: 'Verdana', sans-serif">The model 463234614 has passed a series of test that involves the gas flow, heat distribution and heavily monitored the grill's performance. The product has passed all safety standards that was set by our government. We reached out to Mrs. [redacted] to learn more about her experience and she states lights the grill, goes inside and when she returned the flames have gone out. When she re-lights the grill that is when she gets an explosion. We explained it is most likely that the grates were too clogged and restricting air flow causing it not to sustain fire on the low settings. Informed that replacing grates would remedy the problem and to make sure the product would be safe, we agreed to replace the valve house and regulator assembly. Mrs. [redacted] refused parts based on having to install the parts themselves. Our contractual obligation to the purchaser covers replacing the parts but it was the end user responsibility to install or arrange installation. We have agreed go above our warranty obligation and offered a rebate of $299.00. Mrs. [redacted] has accepted the terms and conditions of our rebate offer and will have up to one year to make her purchase.
We are asking for this case to be closed as we have reached an agreement for a rebate.
Thank you,
[redacted]
Char-Broil, LLC.
Hi, I am writing in reference to Revdex.com Case #[redacted]-[redacted] [redacted]. I am appointed by the CEO of Char-Broil to address the issues presented in the letter addressed to The...
Revdex.com. We would like to express our sincere apologies for the trouble Mr. [redacted] experienced trying to obtain parts for his Hondo Jr. Smoker.
Unfortunately, over time, parts for grills become obsolete that are beyond our control. We try to carry parts as long as we can as this is a vital part of our business. We have researched other units to see if other smoke chambers will interchange and we were not successful.
Reviewing the Owner’s Manual for model 1020158-05, the Limited 90 Day Manufacturer Warranty has expired. Based on experience of product development and research, we have found several factors that may cause a breakdown in metals. One of the most common factors was acid. Coals and ashes left inside the smoke chamber and firebox will allow moisture to collect and turn to acid. Acid will cause a break down in the metal causing rust through. Exterior surfaces can be cleaned, sanded lightly and repainted with high temperature grill paint. Other factors that can cause a breakdown are environmental conditions, grease fires and extreme high heat temperatures caused by using too much charcoal.
We understand the present condition of your grill and it is beyond touch up. We ‘re sorry we are not able to refund the purchase price of your grill that you purchased four years ago but we truly value you as a Char-Broil customer. We would like to offer a 20% discount off any model from our website at www.charbroil.com that is not an exclusive product to The Home Depot or Lowe’s retailer. We will waive your shipping and handling fees as long as it is shipped within the 48 U.S. Continental States. If you would like to take advantage of our offer, please contact me at 1-800-352-4111 Extension [redacted]. My available hours next week will be Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time. I will be out of the office starting December 19th, returning January 5th.
Thank you,
[redacted]
Char-Broil, LLC.
Dear Ms. [redacted],
Hi, I am writing in referene to Revdex.com Case [redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] experienced with the delivery of his new grill. We certainly appreicate Mr. [redacted] complaint about his experience and...
agree his grill should be replaced. It is our policy to replace parts that were received damaged at no charge and to file freight claim with the carrier. Researching the order of the repair parts that need to be replaced, basically we would be replacing the entire grill in individual parts. We have contacted Mr. [redacted] and advised that we are stopping the parts order and placed an order to reship a new grill to Mr. [redacted]. We provided Order Number[redacted] to Mr. [redacted] and advised the new grill will arrive witin 7 to 10 days. We also explained that we are not able to file the freight claim but will need a portion of the grill containing the regulator to be sent back. We have mailed Mr. [redacted] a prepaid lable for the return of this part.
We have addressed how this order was mishandled with our personnel. We ask for this case to be closed.
Thank you,
M[redacted]
Char-Broil, LLC.
Dear Mrs. [redacted],
Hi, I am writing in reference to Revdex.com Case-[redacted]. We have reviewed the comments
made by the customer and feel that we have made fair and reasonable offers.
Information we provided concerning the limited warranty outlines the terms of warranty
coverage to the original Owner. The warranty coverage for Mr. [redacted] grill
began on the day the grill was purchased in July 2011. The Limited Warranty
duration for one year has expired and does not cover damages caused by a grease
fire and venturi fires. Limited Warranty is established to the original
purchaser and will not transfer to another person should the unit be sold or
given away.
We offered to replace the Valve Hose and Regulator
assembly (Price of Valve, Hose and Regulator-$99.99) and Control Panel (Price
of Control Panel-$39.99) at no charge with a 50% discount off the warming rack,
heat tents and firebox. Firebox will not come pre-assembled with burners and other
parts. The heat shield will be attached to the firebox. The maximum out of
pocket expense for Mr. [redacted] to replace the firebox, warming rack and heat
tents would be $79.00. Shipping and Handling will be waived. The offer for
parts was made to the original owner of the grill and will not transfer to
anyone. The other offer we made was to help assist Mr. [redacted] with the purchase of new
grill if he did not wish to replace parts.
We’re sorry but 30% discount is the maximum amount we will offer. Shipping and Handling will be waived. Only one offer can be chosen.
We will gladly
keep the offers we have made to Mr. [redacted] open for ten Business days. If you
would like to place an order, please contact me at ###-###-#### Extension
[redacted]. My available hours are Monday through Friday from 8 A.M. to 5 P.M.
Thank you,
[redacted],
Char-Broil,
LLC.
Dear Mrs. [redacted],
Hi, I am writing in reference to Revdex.com Case # [redacted]...
[redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] is having with his grill.
Mr. [redacted] had contacted our Corporate Office yesterday evening and we have not had the chance to contact him before we received his complaint through your organization this morning. We have received conflicting information from Mr. [redacted]. The voice message we received on our Corporate Voice Mail Box states; “I purchased a model 463268107 and there have been a lot of problems with this” and he also states; “My mother left this grill to me some time ago and I’m not sure where she got it from.”
We will supply a copy of the Owner’s Manual to anyone requesting a copy because we want to make sure the product is being operated safely. We also make the manuals available on our website so they can be viewed and printed at the customer’s convenience.
The unit Mr. [redacted] supplied as the model 463268107 was produced in 2007. Please find enclosed a copy of the Limited Warranty taken from manual that Mr. [redacted] requested to be shipped. Manufacturer’s warranty is to the original consumer-purchaser. The duration of the Limited Warranty is for a period of one year. The warranty starts the day the grill was purchased from the retail store. We’re sorry the warranty does not transfer from the original purchaser. Mr. [redacted] has confirmed that his mother was the original owner.
We’re sorry we are not able to grant warranty coverage for the grill. However, as a courtesy will send a complete igniter kit item number 80008194 at no cost. If Mr. [redacted] needs additional parts, they will have to be purchased. The igniter kit will not come with batteries. Mr. [redacted] will need to install one AA Battery inside the Electronic Ignition Module. Please allow 7 to 10 days for delivery.
Thank you,
[redacted]
Char-Broil,LLC.
Hi, I am writing in reference to Revdex.com Case #...
[redacted]- [redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] has experienced with his grill.
As the manufacturer of Model 463240904, this unit was produced in October of 2003. In order to receive full warranty services, we require a copy of sales receipt or other form of proof of purchase. On numerous occasions we have requested a copy of sales receipt or other forms of proof of purchase such as a bank statement, credit card statement, or a canceled check. Mr. [redacted] has failed to provide documentation showing the unit was purchased from a Licensed Char-Broil dealer, the date of purchase and the purchase price of the grill. We agreed to accept the serial number off the unit to provide warranty parts for the duration as outlined in the Limited Warranty Policy found in his Owner’s Manual. Since 2007, we have sent over $846 worth of parts. The MSRP price of the unit is $399. The parts we have sent has exceeded the MSRP price of the unit.
We are truly sorry that other parts Mr. [redacted] needs are not available. We value Mr. [redacted] as a Char-Broil customer and offered Mr. [redacted] a rebate of $125.00 towards the purchase of a new Char-Broil grill. Mr. [redacted] has refused our offer. We feel this amount is a fair offer without having proof of purchase. The offer will remain open for 30 days. If Mr. [redacted] can provide a copy of his proof of purchase for Model 463240904, we will gladly review his case.
If Mr. [redacted] would like to take advantage of the rebate offer, please contact me at 1-800-352-4111 Extension [redacted]. My available hours are Monday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time. Due to the holidays, I will not be available November 25 through November 30th. If he accepts the rebate offer he will have up to one year to make the new Char-Broil grill purchase. Char-Broil grills can be purchased locally in places such as Wal-Mart, Lowe’s, K-mart and etc. If Mr. [redacted] would like to purchase a grill directly from us, we will waive his shipping and handling fee. Please visit our website at www.charbroil.com. Please note grills that cannot be added to a shopping cart on our website are retail exclusive products and cannot be purchased from Char-Broil.
Thank you,
[redacted]
Char-Broil, LLC.
Hi, the case number I was talking about was a char-broil case number. They did offer me $150 rebate on my next grill purchase. But is far from replacement cost? Thanks.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Charbroil makes it seem like I was asking for parts for no reason. Their grill was defective, plain and simple! The more the grill was looked at the more damage could be seen.
Charbroil sent me 38 parts as they where all defective/damaged with excessive rusting. No parts at all should have been sent if Charbroil knowingly sent me a right side panel that DOESNT fit my grill. Charbroil has obviously mislead me when they stated that the replacement right side panel was an exact replacement for my original one that was needed.
What does charbroils apology for sending a part that they know doesnt fit my grill do for me?
Saying sorry that "it didn't work for me" is insulting. That part sent was not compatible with my grill!
The part they sent is missing 1 pre drilled hole for an inside rack AND 5 pre drilled holes and two slots to hang the right side door. With out these the right side door is unable to be hung on. I didnt agree for the parts to be sent knowing that one wasnt for my grill. I never would have agreed to the parts.
As far as charbroils statement that I didnt provide a dated sales receipt; THAT IS A COMPLETE LIE! I absolutely sent charbroil a copy of my receipt. When I get home from work today I could look up spe ifically when it was sent.
Charbroil NEVER should have offered OR sent parts when they knew that one of them DID NOT GO TO MY GRILL.
Plain and simple, I was grossly mislead and lied to.
Charbroil needs to send the correct right side panel and if one can not be found then a replacement grill comparable to mine needs to be sent.
thank you.
[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. Also, I would like to see the business change their website and take down the picture in question under this model of grill so no one else will have this problem. As I said in my complaint, showing that grate and emitter plate is misleading the customer and if it does not come on this model of grill it should not be shown under this model. Even though I did not get what I thought I was paying for I would like to thank Char-Broil for trying to make it right.
Regards,
[redacted]
Hi, I am writing in reference to Revdex.com Case [redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] had with his grill model 14601900 Gas Patio Bistro....
Grill maintenance and cleaning is very critical to operate all grills safely. Accumulation of grease, barbecue sauces, food particles and burnt residue on internal parts of your grill will cause poor air circulation that can prevent the grill from functioning properly and can cause grease fires.
We truly value Mr. [redacted] as a Char-Broil customer and offered to replace his patio bistro with model 463650414. Mr. [redacted] accepted the offer and has agreed that he will no longer use model 14601900 Gas Patio Bistro. Please see attached signature of acceptance. Order [redacted] was placed to have grill model 463650414 shipped at no charge. Please allow 7 to 10 days for delivery.
Thank you,
[redacted]
Char-Broil, LLC.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Its over the warranty, so I would be required to purchase parts which is not something reasonable to suggest given the quality of the unit. I could buy a whole new grill for the price of these parts.
Regards,
[redacted]i
Hi, I am writing in reference to Revdex.com Case #[redacted]. We would like to express our sincere apologies for the problems...
Mrs. [redacted] experienced with her grill model 463230515.
From the description Mrs. [redacted] provided and the images we received, Mrs. [redacted] experienced a grease fire. Grease fires are uncontrollable as Mrs. [redacted] stated. We’re sorry grease fires are not covered under warranty as grease fires are not a manufacturer’s defect but a maintenance issue that we cannot control. Please find attached page 10 of the Owner’s Manual for Model 463230515.
We truly value Mrs. [redacted] as a charbroil customer and agreed to replace the damaged parts. We replaced over 33 parts at no cost. We ‘re sorry to hear that a few arrived damaged but we will gladly replace them at no charge. Please let us know what part(s) were damaged and we will have them shipped at no charge. The replacement parts she received would restore the grill back to original condition. We will gladly help walk through the installation process and answer any questions as needed.
Please contact Char-Broil Customer Service Department at 1-800-241-7548. Our hours of operations are Monday through Friday from 8 A.M. to 9 P.M. and Saturday from 9 A.M. to 8 P.M. Eastern.
Thank you,
Char-Broil, LLC.
Hi, I am writing in reference to Revdex.com Case
Number[redacted]. We would
like to express our sincere...
apologies for the difficulty you experience placing
your warranty order.
We’re sorry due to the complexity of Warranty Services, orders
for warranty parts are placed over the telephone through our Customer Service Division at Accent
Marketing.
Char-Broil and our Partnership with Accent Marketing are PCI compliance with all Bank Processing Centers. Our guidelines and directions
for processing orders and obtaining credit card information are in accordance
to this agreement. We can assure you we are held to very high standards and will not breach our PCI Compliance.
We would like for this case to be close as an order for
Mr. [redacted] was placed on May 2, and shipped May 5, 2014 by Federal Express. Estimated date of delivery
is May 7, 2014. Federal Express tracking number is [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.
I have reviewed the settlement offer. Two things they state in this response are not correct. Yes, in one picture the tank is shown sitting outside the grill. This is because they asked me to send pictures so I removed the tank from our other grill and hooked it up solely for taking and sending those pictures. The tank normally is below the unit. When finished taking pic tires, I disconnected the tank and put it back with the other grill. Second, as far as grease build up, it is non existent. The residue in the bottom of the grill was the ashes from the only thing ever cooked in ther plus the baking soda used to put out the fire. I also disagree with the statements regarding improper propane. I used three different tanks bought from three different sources with the same results. By the wY, there was np problem with my old grill with any of these tanks. I feel that when the burners are on, one should reasonably expect temperature less the 700 degrees when all are on the lowest setting. My complaint is this unit is unsafe. I have sent the grill to the gas company I deal with and they are performing a test on the unit . I expect an answer back from them in the next few days.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear .
What if I just wanted to purchase parts for my grill that is supposed to be covered for life? What then, I purchased this grill on the assumptions I would be able to get parts as long as I need them.Even if they were not covered under the warrenty which I new they would try to get out of considering they don't have the parts. Don't they have a responsibility to carry the parts for a life time agreement on the grill. What does this say about their warrenty and their company as a whole. Of course they don't want to.cover their mastakes , I would too if I never had any attentions in honoring the warrenty to begin with. I just wonder what others would say about.a.company offering a.lifetime.warrenty that after 9 years didn't carry the parts for and can't get them . What if it was by some magical explanation it was covered how would they take care.Of it.then ??
Regards,
[redacted]
Hi, I am writing in reference to Revdex.com-Case [redacted] in reference to Model 463724514.
I reached out to Mrs. [redacted] in attempts to provide a resolution. Based on the purchased price printed on the sales receipt, Mrs. [redacted] paid $269.99 for the grill. As a courtesy, we made a made a pro-rated rebate offer of $179.99 towards the purchase of a new Char-Broil grill. We have also offered to waive Shipping and Handling fees if she orders a grill directly from our website (www.charbroil.com). We feel this offer is fair for a product that is no longer under warranty. Mrs. [redacted] has rejected all the offers that we made. We’re sorry but pro-rated rebate of $179.99 is our final offer. Even though Mrs. [redacted] has declined the offer, the rebate offer will still be available for one year. If Mrs. [redacted] elects to take advantage of this offer, please contact me at [redacted] Extension [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.]The 20% discount on a comparable grill/smoker and complimentary shipping
offered by Char-Broil does not make me whole for an inferior product
and the lack of a replacement part that they no longer keep in stock.
The smoker bottom is the heart of the smoker/grill and without
which the whole smoker/ grill I bought is useless in less than 4 years since ashes fall through large holes in the bottom and smoke escapes. I
took painstaking care of the smoker/grill according to the directions
and also repainted it with heat resistant paint all to no avail. In
short "Fool me once, shame on you but fool me twice, shame on me". I
recently received an e-mail from Char-Broil that they were offering a 25%
off sale and they only offered me, in settlement of my claim, a 20% discount off a price for a comparable
grill/smoker that has increased $30 is price since I bought mine. This is insulting and I refuse to throw good money after bad. I, obviously, would not ever buy another Char-Broil product based on my experience described above.Regards,[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I guess I have no option now to spend more money on a NEW grill. I will not put a band-aid on this one since I know due to the POOR quality I can just forsee more problems. As I said before I am giving this girll to a non-profit which they will NEED to order the parts themselves so they can get some use out if it. They will need the grease pan for sure which by the past letters wasnt even listed as one of the parts needed. I would like to be able to give them the part numbers for the items they will need. The sooner this thing is off my back patio the better I will start to feel since I feel sick that once again the consumer gets the shaft over a BAD product. And as I see this grill isnt even offered on your site. I can see why it isnt.
Dear Mrs. [redacted],
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 order. We have not received a copy of the Sales Receipt that is needed to register his grill for...
warranty services. As a courtesy only, we will agree to replace the parts at no charge. The order number is [redacted].
Please allow 7 to 10 Days for delivery.
Thank you,
[redacted]
Char-Broil, LLC.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I spoke with a rep from Char Broil this morning. Last week I sent them a receipt with proof of purchase. This morning someone named [redacted] called to say that they could send out the parts again or a $100.00 gift certificate towards purchase of another cha broil. We don't want another box from them with parts that are broken and missing or bent we don't want to go through that again all we wanted was a replacement of the grill that we got just like we stated at a box like we got from the store or the $300 that we paid for the grill . Even though they have never seen the grill they are still insisting it was a grease fire. We owned it a week as the receipt shows it was used twice and the 3rd time went up in flames. I will be email the CEO and anyone else I have to to get resolution to this. I don't think we are asking for a lot.
Hi, I am writing in reference to Revdex.com Case [redacted]-[redacted]. We would like to express our sincere apologies for the problem Mrs. [redacted] experienced with her grill.
FONT-FAMILY: 'Verdana', sans-serif">The model 463234614 has passed a series of test that involves the gas flow, heat distribution and heavily monitored the grill's performance. The product has passed all safety standards that was set by our government. We reached out to Mrs. [redacted] to learn more about her experience and she states lights the grill, goes inside and when she returned the flames have gone out. When she re-lights the grill that is when she gets an explosion. We explained it is most likely that the grates were too clogged and restricting air flow causing it not to sustain fire on the low settings. Informed that replacing grates would remedy the problem and to make sure the product would be safe, we agreed to replace the valve house and regulator assembly. Mrs. [redacted] refused parts based on having to install the parts themselves. Our contractual obligation to the purchaser covers replacing the parts but it was the end user responsibility to install or arrange installation. We have agreed go above our warranty obligation and offered a rebate of $299.00. Mrs. [redacted] has accepted the terms and conditions of our rebate offer and will have up to one year to make her purchase.
We are asking for this case to be closed as we have reached an agreement for a rebate.
Thank you,
[redacted]
Char-Broil, LLC.
Hi, I am writing in reference to Revdex.com Case #[redacted]-[redacted] [redacted]. I am appointed by the CEO of Char-Broil to address the issues presented in the letter addressed to The...
Revdex.com. We would like to express our sincere apologies for the trouble Mr. [redacted] experienced trying to obtain parts for his Hondo Jr. Smoker.
Unfortunately, over time, parts for grills become obsolete that are beyond our control. We try to carry parts as long as we can as this is a vital part of our business. We have researched other units to see if other smoke chambers will interchange and we were not successful.
Reviewing the Owner’s Manual for model 1020158-05, the Limited 90 Day Manufacturer Warranty has expired. Based on experience of product development and research, we have found several factors that may cause a breakdown in metals. One of the most common factors was acid. Coals and ashes left inside the smoke chamber and firebox will allow moisture to collect and turn to acid. Acid will cause a break down in the metal causing rust through. Exterior surfaces can be cleaned, sanded lightly and repainted with high temperature grill paint. Other factors that can cause a breakdown are environmental conditions, grease fires and extreme high heat temperatures caused by using too much charcoal.
We understand the present condition of your grill and it is beyond touch up. We ‘re sorry we are not able to refund the purchase price of your grill that you purchased four years ago but we truly value you as a Char-Broil customer. We would like to offer a 20% discount off any model from our website at www.charbroil.com that is not an exclusive product to The Home Depot or Lowe’s retailer. We will waive your shipping and handling fees as long as it is shipped within the 48 U.S. Continental States. If you would like to take advantage of our offer, please contact me at 1-800-352-4111 Extension [redacted]. My available hours next week will be Monday through Thursday from 8 A.M. to 5 P.M. Eastern Standard Time. I will be out of the office starting December 19th, returning January 5th.
Thank you,
[redacted]
Char-Broil, LLC.
Dear Ms. [redacted],
Hi, I am writing in referene to Revdex.com Case [redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] experienced with the delivery of his new grill. We certainly appreicate Mr. [redacted] complaint about his experience and...
agree his grill should be replaced. It is our policy to replace parts that were received damaged at no charge and to file freight claim with the carrier. Researching the order of the repair parts that need to be replaced, basically we would be replacing the entire grill in individual parts. We have contacted Mr. [redacted] and advised that we are stopping the parts order and placed an order to reship a new grill to Mr. [redacted]. We provided Order Number[redacted] to Mr. [redacted] and advised the new grill will arrive witin 7 to 10 days. We also explained that we are not able to file the freight claim but will need a portion of the grill containing the regulator to be sent back. We have mailed Mr. [redacted] a prepaid lable for the return of this part.
We have addressed how this order was mishandled with our personnel. We ask for this case to be closed.
Thank you,
M[redacted]
Char-Broil, LLC.
Dear Mrs. [redacted],
Hi, I am writing in reference to Revdex.com Case-[redacted]. We have reviewed the comments
made by the customer and feel that we have made fair and reasonable offers.
Information we provided concerning the limited warranty outlines the terms of warranty
coverage to the original Owner. The warranty coverage for Mr. [redacted] grill
began on the day the grill was purchased in July 2011. The Limited Warranty
duration for one year has expired and does not cover damages caused by a grease
fire and venturi fires. Limited Warranty is established to the original
purchaser and will not transfer to another person should the unit be sold or
given away.
We offered to replace the Valve Hose and Regulator
assembly (Price of Valve, Hose and Regulator-$99.99) and Control Panel (Price
of Control Panel-$39.99) at no charge with a 50% discount off the warming rack,
heat tents and firebox. Firebox will not come pre-assembled with burners and other
parts. The heat shield will be attached to the firebox. The maximum out of
pocket expense for Mr. [redacted] to replace the firebox, warming rack and heat
tents would be $79.00. Shipping and Handling will be waived. The offer for
parts was made to the original owner of the grill and will not transfer to
anyone. The other offer we made was to help assist Mr. [redacted] with the purchase of new
grill if he did not wish to replace parts.
We’re sorry but 30% discount is the maximum amount we will offer. Shipping and Handling will be waived. Only one offer can be chosen.
We will gladly
keep the offers we have made to Mr. [redacted] open for ten Business days. If you
would like to place an order, please contact me at ###-###-#### Extension
[redacted]. My available hours are Monday through Friday from 8 A.M. to 5 P.M.
Thank you,
[redacted],
Char-Broil,
LLC.
Dear Mrs. [redacted],
Hi, I am writing in reference to Revdex.com Case # [redacted]...
[redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] is having with his grill.
Mr. [redacted] had contacted our Corporate Office yesterday evening and we have not had the chance to contact him before we received his complaint through your organization this morning. We have received conflicting information from Mr. [redacted]. The voice message we received on our Corporate Voice Mail Box states; “I purchased a model 463268107 and there have been a lot of problems with this” and he also states; “My mother left this grill to me some time ago and I’m not sure where she got it from.”
We will supply a copy of the Owner’s Manual to anyone requesting a copy because we want to make sure the product is being operated safely. We also make the manuals available on our website so they can be viewed and printed at the customer’s convenience.
The unit Mr. [redacted] supplied as the model 463268107 was produced in 2007. Please find enclosed a copy of the Limited Warranty taken from manual that Mr. [redacted] requested to be shipped. Manufacturer’s warranty is to the original consumer-purchaser. The duration of the Limited Warranty is for a period of one year. The warranty starts the day the grill was purchased from the retail store. We’re sorry the warranty does not transfer from the original purchaser. Mr. [redacted] has confirmed that his mother was the original owner.
We’re sorry we are not able to grant warranty coverage for the grill. However, as a courtesy will send a complete igniter kit item number 80008194 at no cost. If Mr. [redacted] needs additional parts, they will have to be purchased. The igniter kit will not come with batteries. Mr. [redacted] will need to install one AA Battery inside the Electronic Ignition Module. Please allow 7 to 10 days for delivery.
Thank you,
[redacted]
Char-Broil,LLC.
Hi, I am writing in reference to Revdex.com Case #...
[redacted]- [redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] has experienced with his grill.
As the manufacturer of Model 463240904, this unit was produced in October of 2003. In order to receive full warranty services, we require a copy of sales receipt or other form of proof of purchase. On numerous occasions we have requested a copy of sales receipt or other forms of proof of purchase such as a bank statement, credit card statement, or a canceled check. Mr. [redacted] has failed to provide documentation showing the unit was purchased from a Licensed Char-Broil dealer, the date of purchase and the purchase price of the grill. We agreed to accept the serial number off the unit to provide warranty parts for the duration as outlined in the Limited Warranty Policy found in his Owner’s Manual. Since 2007, we have sent over $846 worth of parts. The MSRP price of the unit is $399. The parts we have sent has exceeded the MSRP price of the unit.
We are truly sorry that other parts Mr. [redacted] needs are not available. We value Mr. [redacted] as a Char-Broil customer and offered Mr. [redacted] a rebate of $125.00 towards the purchase of a new Char-Broil grill. Mr. [redacted] has refused our offer. We feel this amount is a fair offer without having proof of purchase. The offer will remain open for 30 days. If Mr. [redacted] can provide a copy of his proof of purchase for Model 463240904, we will gladly review his case.
If Mr. [redacted] would like to take advantage of the rebate offer, please contact me at 1-800-352-4111 Extension [redacted]. My available hours are Monday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time. Due to the holidays, I will not be available November 25 through November 30th. If he accepts the rebate offer he will have up to one year to make the new Char-Broil grill purchase. Char-Broil grills can be purchased locally in places such as Wal-Mart, Lowe’s, K-mart and etc. If Mr. [redacted] would like to purchase a grill directly from us, we will waive his shipping and handling fee. Please visit our website at www.charbroil.com. Please note grills that cannot be added to a shopping cart on our website are retail exclusive products and cannot be purchased from Char-Broil.
Thank you,
[redacted]
Char-Broil, LLC.