[redacted],
Hi, I am writing in reference to Revdex.com-Case [redacted]. We would like to express our sincere apologies for the confusion centered on Mr. [redacted]’s purchase from our website.
I have tried to reach out to Mr. [redacted] but was unsuccessful. A voice message was left on his answering machine requesting a call back on May 27th. .
We’re sorry, we cannot change the certification of a grill by supplying other parts from a different model. This voids the certification of Mr. [redacted]’s grill and for safety reasons we cannot honor Mr. [redacted]’s request.
We truly value Mr. [redacted] as a Char-Broil customer. We would like to offer a refund of $100.00 in the form of a credit to Mr. [redacted]’s charge card that was used to place the order. We have researched and found a grate system that will not change the certification and will gladly send a set of porcelain grates and the original set of stainless grates that came with the unit. These parts will be sent at no charge. If Mr. [redacted] would like to take advantage of our offer for the refund and for the cooking grates, please contact me at 1-800-352-4111 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.
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 model 16302039....
We have found issue with the assembly for model 16302039 where if the pieces in step 1 of the manual was not assembled correctly it would cause the ashpan to fall out of the unit. Engineering as addressed the problem and created a supplement instructions showing the proper assembly. The instruction manual has been revised and posted on our website.
We have reached out to Mr. [redacted] and decided to issue a refund check for the pruchase price of the grill in the amount of $138.72. Mr. [redacted] accepted this offer and we received his signature to the terms of the refund. The refund check will generate and be mailed on July 20th.
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 Mr. [redacted] has experienced.
Mr. [redacted] states in his letter that he has purchase Model 12401734 from Char-Broil Warehouse. The warehouse he is referring to is a Scratch and Dent Sale that sales grills and other charbroil products as is and does not come with a factory warranty. Signs are posted in the Area where Mr. [redacted] purchased his grill that state “Scratch and Dent Sale”, “No refunds”, “No exchanges”.
The unit 12401734 has passed all safety certifications and are 100% tested from the factory. No issues resembling the problem Mr. [redacted] experienced has been reported.
We will inform our staff of the error regarding the warranty coverage as the product Mr. [redacted] purchased was sold “As Is” and does not come with a Manufacturer Limited Warranty. We have informed Mr. [redacted] that we are not able to exchange or refund the product that he purchased back in November of 2014 from the Scratch and Dent Sale. However, we offered a 15% discount off the price of a new Char-Broil unit that can be purchased from our website at www.charbroil.com, but Mr. [redacted] refused our offer. This offer is still available for 90 days and is not limited to the type of grill (Gas, Charcoal or Electric) or the size of the unit that can be purchased. Only restriction is that the grill cannot be an exclusive product sold to a retailer. We will gladly waive the Shipping and Handling fees and ship the product directly to Mr. [redacted]’s home.
We’re sorry we are not able to refund or exchange the unit that was purchase from the Scratch and Dent sale but we will gladly send Mr. [redacted] a new regulator assembly that has been tested. Order number [redacted] has been placed to reship the regulator assembly at no cost. There will be a slight delay in shipping as we will be testing the product at our facility prior to shipping. After it's tested the order will arrive within 7 to 10 days.
Before attaching the new regulator to your gas cylinder, please inspect the threads on the one lb. gas cylinder to make sure the threads are not damaged or show signs of cross threading. If it appears to be damaged or cross threaded, please replace the gas cylinder with a new one. Please do not use any tools or over tighten the gas cylinder to regulator as this will damage the regulator. Information on page 5 and 6 of your Owner’s manual is highly recommended and would ensure safe operation of your unit. We suggest removing the gas tank when the grill is not in operation (see Page 5 and 6). Always perform a leak test when connecting the gas tank to the regulator assembly.
If Mr. [redacted] would like to take advantage of our offer to purchase a new unit, please contact me at 1-800-352-4111 Extension 7502. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Time.
Thank you,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear beloW.
Again, this will now be only the 4th grilling season for this grill and there is no reason no matter what you blame these issues on. I havent grilled any different with my last grill as I do with this grill. Buying this grill was a total disapointment.
I am asking for a direct price for a better grill from your collection around the same size. Something that I can have last for a decade like my last grill. I am asking for 40% off the purchase of that grill, free shipping and I have already talked to a non-profit baseball organization who would take this grill. However they will need a few parts for it to be used again, so I am also asking for the parts at 50% for this organization and free shipping They said they would purchase the pasrts so they could use the grill. I think it would be a shame to just junk this grill so again I think this would benefit this non-profit league for its use. They dont need a new hood or anything or even the firebox. They would need the tray that holds the drip chamber and of course the heat shields. Just what is needed to put it back together so it works. Dont need to have it pretty for them just so it functions for them.
I am still not happy that I was given 50% off parts yet wont give me 50% off a NEW grill. So I will meet you guys in the middle so I have a NEW grill I could use, and I and actually your companyare able to assist a non-profit baseball league since they are in need of a grill.
Even though I will be out a grill that I paid $400.00 for and now will have to put out more money for a different one. I think my requests is fair. Of course IM still the BIGGEST loser out of this but I just want to settle this issue. and this is something I could live with.
I hope we have an agrrement. Again, I need to know what choices and my best options on a good grill from your company.
Hi, I am writing in reference to Revdex.com Case [redacted]. We would like to express our sincere
apologies for the problems that Mrs. [redacted] and family experienced with their...
grill.
As the manufacture of Char-Broil grills, our products must be certified and required to pass safety
requirements set by the American National Safety Institute. The unit Mrs. [redacted] purchased passed all
certification requirements. The product, however, must be maintained and cleaned properly to ensure
the grill is functioning properly. This will require performing leak test often before the grill is going to be
used and especially after you filled the gas tank. Parts on the grill must be inspected often and or
replaced. Burners will require to be removed and cleaned with a bottle brush and then flushed out with
water. More information for safety operations and cleaning are found in the Owner’s Manual that came
with the grill.
When we spoke with Mrs. [redacted], we requested and received images of her grill since we did not have
a model number and no registration on file. The images we received reveals extensive damage to the
control panel area. The damage that was caused to the unit was from some type of blockage or
obstruction in the venturi tube known as a venturi fire or Spider Fire. This type fire occurs when there is
a blockage in the burner or the venturi tube that connects the burner to the valves. The blockage can be
caused from food particles, grease or most commonly, insect nests. Insects, primarily spiders will build
nest in the burners and this prevents the gas from flowing properly through the burner tube. The gas
cannot pass through the blockage as it builds, the pressure of the gas and flames are forced to exit at
the control panel area and through the control knob. The type of damage you can see from this type of
fire are melted bezels, melted control knobs, and the control panel will have discoloration or charring.
This can happen on brand new grills. To keep this type fire from happening, the burners must be
removed and cleaned out regularly. All Owner Manuals from grill manufacturing companies includes
instructions for safe operation as this type of fire is not limited to a particular brand. Weber and Char-
Broil warns of this type of hazard and recommends to clean the unit regularly and especially after
storage, and/or nonuse.
The limited warranty that came with Mrs. [redacted] unit provides the guidelines for warranty coverage.
This coverage is for replacement of parts that have been deemed defective in workmanship or
materials. The limited warranty stipulates grill fires such as grease fires, venturi fire, and flash back fires
are not covered under warranty as these type of fires can be prevented through proper cleaning and
grill maintenance.
We understand this can be very frightening and we truly value you as a member of the Char-Broil family.
We will gladly replace the burners, control panel, control knob, bezel and the valve hose regulator
assembly at no cost. By replacing these parts, this will restore the grill to the original condition prior to
damage. We will gladly walk you through the installation process and answer any questions you may
have. Please advised if you would like to receive the replacement parts by calling [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 with her...
grill. The Model 463230512 that produced in late October of 2012 was tested and passed all safety certifications set by the American National Safety Institute.
Unfortunately grill fires can happen and there are typically two reasons why they do occur. One is what is known as a flashback, venturi, or spider fire. These are all the same. This type fire occurs when there is a blockage in the burner or the venturi tube that connects the burner to the valves. Food particles, grease or most commonly, insect nests. Insects, primarily spiders will build nest in the burners and this will keep the gas from flowing properly through the burners. The gas will come back through the burner tubes and valves and cause fire to exit from the control panel area and the control knobs. The damage resulting from this type of fire scorches the control panel causing black burn marks around the control knob, damage the valve, hose and regulator assembly, and causes the bezel and control knob to melt. This can happen on brand new grills and any gas appliance. To keep this type fire from happening the burners must be removed and cleaned out regularly.
The other type of fire is what is known as a grease fire. Grease fires occur when there is a buildup of grease inside of the grill. The grease can ignite into a ball of flames and even when the gas is turned off, a grease fire can still burn very intense. The regulator will not allow enough gas to flow to the grill to cause this type of fire, but rather the presence of an accelerant such as grease.To prevent these types of fires, the interior of the grill must be cleaned regularly as well as removing the burners to clean out the insides. Please see attachment of page 14 taken from Ms. [redacted]’s Owner’s manual that provides information regarding spiders and how to remove and clean the burners on her grill. The conversations that took place trouble shooting and the images we received from Ms. [redacted] indicates a flashback, venturi, or spider fire has incurred. The grill in the present condition is not safe to be used. Please see attachments of the images received from Ms. [redacted].
I am sorry, but Char-Broil does not warranty your grill against grill fires as these are maintenance issues and are not in the control of the manufacturer. We have replacement parts available that would make the unit safe for operation. Mrs. [redacted] has refused our offer to send the replacement parts at no charge. Replacement parts is the sole remedy as the unit was damaged due to a fire caused by some type of flashback, venturi, or spider fire mentioned above.
We will gladly keep this offer open and send the following parts at no cost Valve, Hose and Regulator Assembly (full gas train that comes assembled), burners, control panel, one control knob and a bezel at no cost. We will also include a bottle of grill cleaner at no charge that can be used to clean the interior of the grill. Once the parts arrive, we will gladly assist with any question regarding the installation of parts and will help walk through the process.
If Ms. [redacted] would like to take advantage of our offer to send replacement parts that would get the grill back into operation, please call 1-800-352-4111 Extension 7502. My available hours are Monday through Thursday from 8:00 A.M. to 5:00 P.M. Eastern Time.
Thank you,
[redacted]
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 problems Mr. [redacted] has experienced with the Model 4632235 that was produced in...
2002. We have attempted to reach out to Mr. [redacted] but was unsuccessful.
Mr. [redacted] attempted to register his grill in 2007 stating the date of purchase was June 16, 2002 but there is no record of the sales receipt to validate this information. Mr. [redacted] states he needs cooking grates, temperature gauge, heat plates, burner support bracket and grease tray. The original cooking grate is stainless steel and is covered under warranty for life time of the original owner. We sincerely apologize for the error we made concerning the warranty coverage for the cooking grate. The original grate is discontinued but will be replaced with an approved substitute that is a universal cast iron grate along with the temperature gauge.
The other components such as the burner support bracket, heat plates and grease tray are no longer covered under warranty. The heat plates are available for purchase but the burner support bracket and the grease tray are no longer available.
We will gladly fulfill our warranty obligation by sending out the universal cast iron grates with the temperature gauge at no charge. We truly value Mr. [redacted] as a Char-Broil customer and offered 30% discount off the price of new Char-Broil grill from our website at www.charbroil.com and waive shipping and handling but the offer was declined. If Mr. [redacted] would like to take advantage of our offer to replace the cooking grates and temperature gauge or wishes to take advantage of the discount, I may be reached at 1-800-352-4111 Extension [redacted]. My normal hours of availability are Monday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time. Due to the Memorial Day Holiday, our office will be closed.
Thank you,
[redacted]
Char-Broil LLC.
Hi, I am writing in reference to Revdex.com Case-[redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] experienced with his grill.
size="3">The model 463722315 was produced, tested and certified by the American National Safety Institute and has passed all certifications. As the manufacturer of this unit, we cannot paint the interior of the grill as this would be very toxic and fail certification. The grill lid is made of porcelain that is baked on. Please see attached information taken from page 9 of Owner’s Manual under the topic General Cleaning where we have addressed carbon build up and mistaking it as paint.
Mr. [redacted] concern regarding the interior of the grill lid is a frequently asked question (FAQ) that is a common occurrence with all gas grill manufacturer. Here is an example of the FAQ taken from Weber: I see what I think is peeling paint inside the lid of my grill! What should I do?
Don’t worry, it’s not paint. The inside surfaces of our grill lids are not painted, they are coated with baked-on porcelain enamel which cannot peel. What you are noticing is a deposit of grease and smoke that collects during normal use. During use, the grease and smoke vapors slowly oxidize into carbon and collect on the inside of your lid. This deposit will eventually peel, and looks very similar to paint. The peeling normally starts in the center of the lid and spreads outward. It may come off in sheets or flakes, and is shiny on one side and dull on the other. These carbon deposits are non-toxic. But you might want to regularly remove the build-up. Fortunately, the peeling is easy to remove. Simply brush off all loose particles with a stainless steel brush before you start grilling. To prevent future build-up, after every grilling session, while the grill lid is warm—not hot—wipe it with paper towels or a mild soap-and-water solution.
We’re sorry we are not able to issue a refund for the price of the unit as the Limited Warranty that came with the grill is for replacement of defective or damage parts. The grill is lid is not defective or damaged.
Warranty parts that are deemed defective in workmanship and material after correct assembly and normal use will be replaced at no charge for the duration of the warranty period outlined on page 10 of the Owner’s Manual. Paint is not covered under warranty and will require touch up. The Owner’s Manual also states the original consumer-purchaser will be responsible for all shipping charges for parts replaced under the terms of this limited warranty. The shipping charge is a flat rate of $4.95 regardless of weight and size. When the warranty order for the cooking grate was placed, we informed Mr. [redacted] of the shipping charge and he provided his credit card as the method of payment. Please find attached pages 9 and 10 of the Owner's Manual for model 463722315.
We truly value Mr. [redacted] as a Char-Broil customer and one-time courtesy we will replace the grill lid at no charge and waive his shipping charge. Order 3435121 was placed for the grill lid. 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 [redacted]. We would like to express our sincere apologies for the confusion centered on Mr. [redacted]’s purchase from our website.
I have tried to reach out to Mr. [redacted] but was unsuccessful. A voice message was left on his answering machine requesting a call back on May 27th. .
We’re sorry, we cannot change the certification of a grill by supplying other parts from a different model. This voids the certification of Mr. [redacted]’s grill and for safety reasons we cannot honor Mr. [redacted]’s request.
We truly value Mr. [redacted] as a Char-Broil customer. We would like to offer a refund of $100.00 in the form of a credit to Mr. [redacted]’s charge card that was used to place the order. We have researched and found a grate system that will not change the certification and will gladly send a set of porcelain grates and the original set of stainless grates that came with the unit. These parts will be sent at no charge. If Mr. [redacted] would like to take advantage of our offer for the refund and for the cooking grates, please contact me at 1-800-352-4111 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.
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 model 16302039....
We have found issue with the assembly for model 16302039 where if the pieces in step 1 of the manual was not assembled correctly it would cause the ashpan to fall out of the unit. Engineering as addressed the problem and created a supplement instructions showing the proper assembly. The instruction manual has been revised and posted on our website.
We have reached out to Mr. [redacted] and decided to issue a refund check for the pruchase price of the grill in the amount of $138.72. Mr. [redacted] accepted this offer and we received his signature to the terms of the refund. The refund check will generate and be mailed on July 20th.
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 Mr. [redacted] has experienced.
Mr. [redacted] states in his letter that he has purchase Model 12401734 from Char-Broil Warehouse. The warehouse he is referring to is a Scratch and Dent Sale that sales grills and other charbroil products as is and does not come with a factory warranty. Signs are posted in the Area where Mr. [redacted] purchased his grill that state “Scratch and Dent Sale”, “No refunds”, “No exchanges”.
The unit 12401734 has passed all safety certifications and are 100% tested from the factory. No issues resembling the problem Mr. [redacted] experienced has been reported.
We will inform our staff of the error regarding the warranty coverage as the product Mr. [redacted] purchased was sold “As Is” and does not come with a Manufacturer Limited Warranty. We have informed Mr. [redacted] that we are not able to exchange or refund the product that he purchased back in November of 2014 from the Scratch and Dent Sale. However, we offered a 15% discount off the price of a new Char-Broil unit that can be purchased from our website at www.charbroil.com, but Mr. [redacted] refused our offer. This offer is still available for 90 days and is not limited to the type of grill (Gas, Charcoal or Electric) or the size of the unit that can be purchased. Only restriction is that the grill cannot be an exclusive product sold to a retailer. We will gladly waive the Shipping and Handling fees and ship the product directly to Mr. [redacted]’s home.
We’re sorry we are not able to refund or exchange the unit that was purchase from the Scratch and Dent sale but we will gladly send Mr. [redacted] a new regulator assembly that has been tested. Order number [redacted] has been placed to reship the regulator assembly at no cost. There will be a slight delay in shipping as we will be testing the product at our facility prior to shipping. After it's tested the order will arrive within 7 to 10 days.
Before attaching the new regulator to your gas cylinder, please inspect the threads on the one lb. gas cylinder to make sure the threads are not damaged or show signs of cross threading. If it appears to be damaged or cross threaded, please replace the gas cylinder with a new one. Please do not use any tools or over tighten the gas cylinder to regulator as this will damage the regulator. Information on page 5 and 6 of your Owner’s manual is highly recommended and would ensure safe operation of your unit. We suggest removing the gas tank when the grill is not in operation (see Page 5 and 6). Always perform a leak test when connecting the gas tank to the regulator assembly.
If Mr. [redacted] would like to take advantage of our offer to purchase a new unit, please contact me at 1-800-352-4111 Extension 7502. My available hours are Monday through Thursday from 8 A.M. to 5 P.M. Eastern Time.
Thank you,
[redacted]
Char-Broil, LLC.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear beloW.
Again, this will now be only the 4th grilling season for this grill and there is no reason no matter what you blame these issues on. I havent grilled any different with my last grill as I do with this grill. Buying this grill was a total disapointment.
I am asking for a direct price for a better grill from your collection around the same size. Something that I can have last for a decade like my last grill. I am asking for 40% off the purchase of that grill, free shipping and I have already talked to a non-profit baseball organization who would take this grill. However they will need a few parts for it to be used again, so I am also asking for the parts at 50% for this organization and free shipping They said they would purchase the pasrts so they could use the grill. I think it would be a shame to just junk this grill so again I think this would benefit this non-profit league for its use. They dont need a new hood or anything or even the firebox. They would need the tray that holds the drip chamber and of course the heat shields. Just what is needed to put it back together so it works. Dont need to have it pretty for them just so it functions for them.
I am still not happy that I was given 50% off parts yet wont give me 50% off a NEW grill. So I will meet you guys in the middle so I have a NEW grill I could use, and I and actually your companyare able to assist a non-profit baseball league since they are in need of a grill.
Even though I will be out a grill that I paid $400.00 for and now will have to put out more money for a different one. I think my requests is fair. Of course IM still the BIGGEST loser out of this but I just want to settle this issue. and this is something I could live with.
I hope we have an agrrement. Again, I need to know what choices and my best options on a good grill from your company.
Regards,
Leo [redacted]
Hi, I am writing in reference to Revdex.com Case [redacted]. We would like to express our sincere
apologies for the problems that Mrs. [redacted] and family experienced with their...
grill.
As the manufacture of Char-Broil grills, our products must be certified and required to pass safety
requirements set by the American National Safety Institute. The unit Mrs. [redacted] purchased passed all
certification requirements. The product, however, must be maintained and cleaned properly to ensure
the grill is functioning properly. This will require performing leak test often before the grill is going to be
used and especially after you filled the gas tank. Parts on the grill must be inspected often and or
replaced. Burners will require to be removed and cleaned with a bottle brush and then flushed out with
water. More information for safety operations and cleaning are found in the Owner’s Manual that came
with the grill.
When we spoke with Mrs. [redacted], we requested and received images of her grill since we did not have
a model number and no registration on file. The images we received reveals extensive damage to the
control panel area. The damage that was caused to the unit was from some type of blockage or
obstruction in the venturi tube known as a venturi fire or Spider Fire. This type fire occurs when there is
a blockage in the burner or the venturi tube that connects the burner to the valves. The blockage can be
caused from food particles, grease or most commonly, insect nests. Insects, primarily spiders will build
nest in the burners and this prevents the gas from flowing properly through the burner tube. The gas
cannot pass through the blockage as it builds, the pressure of the gas and flames are forced to exit at
the control panel area and through the control knob. The type of damage you can see from this type of
fire are melted bezels, melted control knobs, and the control panel will have discoloration or charring.
This can happen on brand new grills. To keep this type fire from happening, the burners must be
removed and cleaned out regularly. All Owner Manuals from grill manufacturing companies includes
instructions for safe operation as this type of fire is not limited to a particular brand. Weber and Char-
Broil warns of this type of hazard and recommends to clean the unit regularly and especially after
storage, and/or nonuse.
The limited warranty that came with Mrs. [redacted] unit provides the guidelines for warranty coverage.
This coverage is for replacement of parts that have been deemed defective in workmanship or
materials. The limited warranty stipulates grill fires such as grease fires, venturi fire, and flash back fires
are not covered under warranty as these type of fires can be prevented through proper cleaning and
grill maintenance.
We understand this can be very frightening and we truly value you as a member of the Char-Broil family.
We will gladly replace the burners, control panel, control knob, bezel and the valve hose regulator
assembly at no cost. By replacing these parts, this will restore the grill to the original condition prior to
damage. We will gladly walk you through the installation process and answer any questions you may
have. Please advised if you would like to receive the replacement parts by calling [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 with her...
grill. The Model 463230512 that produced in late October of 2012 was tested and passed all safety certifications set by the American National Safety Institute.
Unfortunately grill fires can happen and there are typically two reasons why they do occur. One is what is known as a flashback, venturi, or spider fire. These are all the same. This type fire occurs when there is a blockage in the burner or the venturi tube that connects the burner to the valves. Food particles, grease or most commonly, insect nests. Insects, primarily spiders will build nest in the burners and this will keep the gas from flowing properly through the burners. The gas will come back through the burner tubes and valves and cause fire to exit from the control panel area and the control knobs. The damage resulting from this type of fire scorches the control panel causing black burn marks around the control knob, damage the valve, hose and regulator assembly, and causes the bezel and control knob to melt. This can happen on brand new grills and any gas appliance. To keep this type fire from happening the burners must be removed and cleaned out regularly.
The other type of fire is what is known as a grease fire. Grease fires occur when there is a buildup of grease inside of the grill. The grease can ignite into a ball of flames and even when the gas is turned off, a grease fire can still burn very intense. The regulator will not allow enough gas to flow to the grill to cause this type of fire, but rather the presence of an accelerant such as grease.To prevent these types of fires, the interior of the grill must be cleaned regularly as well as removing the burners to clean out the insides. Please see attachment of page 14 taken from Ms. [redacted]’s Owner’s manual that provides information regarding spiders and how to remove and clean the burners on her grill. The conversations that took place trouble shooting and the images we received from Ms. [redacted] indicates a flashback, venturi, or spider fire has incurred. The grill in the present condition is not safe to be used. Please see attachments of the images received from Ms. [redacted].
I am sorry, but Char-Broil does not warranty your grill against grill fires as these are maintenance issues and are not in the control of the manufacturer. We have replacement parts available that would make the unit safe for operation. Mrs. [redacted] has refused our offer to send the replacement parts at no charge. Replacement parts is the sole remedy as the unit was damaged due to a fire caused by some type of flashback, venturi, or spider fire mentioned above.
We will gladly keep this offer open and send the following parts at no cost Valve, Hose and Regulator Assembly (full gas train that comes assembled), burners, control panel, one control knob and a bezel at no cost. We will also include a bottle of grill cleaner at no charge that can be used to clean the interior of the grill. Once the parts arrive, we will gladly assist with any question regarding the installation of parts and will help walk through the process.
If Ms. [redacted] would like to take advantage of our offer to send replacement parts that would get the grill back into operation, please call 1-800-352-4111 Extension 7502. My available hours are Monday through Thursday from 8:00 A.M. to 5:00 P.M. Eastern Time.
Thank you,
[redacted]
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 problems Mr. [redacted] has experienced with the Model 4632235 that was produced in...
2002. We have attempted to reach out to Mr. [redacted] but was unsuccessful.
Mr. [redacted] attempted to register his grill in 2007 stating the date of purchase was June 16, 2002 but there is no record of the sales receipt to validate this information. Mr. [redacted] states he needs cooking grates, temperature gauge, heat plates, burner support bracket and grease tray. The original cooking grate is stainless steel and is covered under warranty for life time of the original owner. We sincerely apologize for the error we made concerning the warranty coverage for the cooking grate. The original grate is discontinued but will be replaced with an approved substitute that is a universal cast iron grate along with the temperature gauge.
The other components such as the burner support bracket, heat plates and grease tray are no longer covered under warranty. The heat plates are available for purchase but the burner support bracket and the grease tray are no longer available.
We will gladly fulfill our warranty obligation by sending out the universal cast iron grates with the temperature gauge at no charge. We truly value Mr. [redacted] as a Char-Broil customer and offered 30% discount off the price of new Char-Broil grill from our website at www.charbroil.com and waive shipping and handling but the offer was declined. If Mr. [redacted] would like to take advantage of our offer to replace the cooking grates and temperature gauge or wishes to take advantage of the discount, I may be reached at 1-800-352-4111 Extension [redacted]. My normal hours of availability are Monday through Friday from 8 A.M. to 5 P.M. Eastern Standard Time. Due to the Memorial Day Holiday, our office will be closed.
Thank you,
[redacted]
Char-Broil LLC.
Hi, I am writing in reference to Revdex.com Case-[redacted]. We would like to express our sincere apologies for the problems Mr. [redacted] experienced with his grill.
size="3">The model 463722315 was produced, tested and certified by the American National Safety Institute and has passed all certifications. As the manufacturer of this unit, we cannot paint the interior of the grill as this would be very toxic and fail certification. The grill lid is made of porcelain that is baked on. Please see attached information taken from page 9 of Owner’s Manual under the topic General Cleaning where we have addressed carbon build up and mistaking it as paint.
Mr. [redacted] concern regarding the interior of the grill lid is a frequently asked question (FAQ) that is a common occurrence with all gas grill manufacturer. Here is an example of the FAQ taken from Weber: I see what I think is peeling paint inside the lid of my grill! What should I do?
Don’t worry, it’s not paint. The inside surfaces of our grill lids are not painted, they are coated with baked-on porcelain enamel which cannot peel. What you are noticing is a deposit of grease and smoke that collects during normal use. During use, the grease and smoke vapors slowly oxidize into carbon and collect on the inside of your lid. This deposit will eventually peel, and looks very similar to paint. The peeling normally starts in the center of the lid and spreads outward. It may come off in sheets or flakes, and is shiny on one side and dull on the other. These carbon deposits are non-toxic. But you might want to regularly remove the build-up. Fortunately, the peeling is easy to remove. Simply brush off all loose particles with a stainless steel brush before you start grilling. To prevent future build-up, after every grilling session, while the grill lid is warm—not hot—wipe it with paper towels or a mild soap-and-water solution.
We’re sorry we are not able to issue a refund for the price of the unit as the Limited Warranty that came with the grill is for replacement of defective or damage parts. The grill is lid is not defective or damaged.
Warranty parts that are deemed defective in workmanship and material after correct assembly and normal use will be replaced at no charge for the duration of the warranty period outlined on page 10 of the Owner’s Manual. Paint is not covered under warranty and will require touch up. The Owner’s Manual also states the original consumer-purchaser will be responsible for all shipping charges for parts replaced under the terms of this limited warranty. The shipping charge is a flat rate of $4.95 regardless of weight and size. When the warranty order for the cooking grate was placed, we informed Mr. [redacted] of the shipping charge and he provided his credit card as the method of payment. Please find attached pages 9 and 10 of the Owner's Manual for model 463722315.
We truly value Mr. [redacted] as a Char-Broil customer and one-time courtesy we will replace the grill lid at no charge and waive his shipping charge. Order 3435121 was placed for the grill lid. Please allow 7 to 10 days for delivery.
Thank you,
[redacted]
Char-Broil, LLC.