Char-Broil, Inc. Customer Service Issues

I have attempted to contact your company numerous times over the past couple of weeks, only to endure long waits on the phone without any resolution. I filed an online complaint with case number [redacted] and have not received a response. On May 7, I placed an order (Order # [redacted], Customer # [redacted]) for replacement grill parts. While most of the order arrived, I am missing part G[redacted]-WI, the Cooking Grate. Your lack of communication and handling of this issue are unacceptable. If I do not hear from you promptly, I will escalate this matter by contacting my bank and the BBB. Despite the small value of the missing item, the unprofessionalism displayed is concerning. Sincerely, Brent B. [redacted]@[redacted].com 36 Blackburn St SW Grand Rapids, MI [redacted]

Regarding Case #: [redacted], I would like to clarify my request as there seems to have been a misunderstanding. I am in need of a replacement piece for my Charbroil grill Model [redacted]13 with the serial number DE SERIE. The part I am looking for is approximately 24"x6" in size and is a "Black", "Tent Shaped" component that sits above the burner inside the grill. I previously mentioned it as a Heat Plate, but it seems I might have used the wrong term as the link provided led me to a Heat Shield which does not match the part I require. It would be helpful if the product lists included dimensions to avoid such confusion in the future. Could you please provide me with the correct link to order the replacement part? Thank you for your assistance.

Case #[redacted]: I recently contacted to purchase a part for my grill, only to be informed that it was not under warranty due to lack of registration. I distinctly remember registering the grill online when I bought it in March [redacted]. Despite my efforts, I had to buy 3 replacement parts which were consistently out of stock on Char Broil's website. I ended up purchasing the parts from Amazon. Surprisingly, the parts were affordable, but I am concerned about having to replace them so soon, considering I only use the grill a few times a week. An agent mentioned I needed to provide a copy of the receipt, which I have obtained from Menards now. I am willing to share it to ensure my warranty is registered correctly. I have always trusted Char Broil for reliable products, so this situation is puzzling to me.

Recently, I installed a Char-Broil Professional Core infrared 3-burner grill with a side burner in my mountain house. Everything is fine except for the piezoelectric starter not working. This makes it difficult to light the grill as I need to move the grate and infrared bar to access the tubes and ignite them. The electrical connections are correct, and the lights on the switches turn on. How can I solve this issue? Dr. Vinicio Melina Product purchased online from Agrieuro. I appreciate your prompt response.

I bought a Char-Broil grill, model number [redacted]19, for $[redacted] on Amazon in July [redacted]. I reside in Michigan and only use it seasonally, storing it in the garage during the winter. I am extremely disappointed with this purchase. After three years, the grill is in terrible condition. Issues started during the second season when it began leaking gas around the knobs and even caught on fire last year, causing the knobs to melt off and become unusable. This year, upon inspecting it, the knobs and ignition switch are completely worn out, rendering the grill unusable. We took good care of the grill, cleaning and maintaining it regularly, and even covering it when not in use. It is frustrating to see it deteriorate so rapidly. The limited warranty does not seem adequate when a $[redacted] grill becomes unusable after just two years. I will not consider purchasing from Char-Broil again unless there is a resolution to this problem. Char-Broil has lost my trust for future purchases.

Subject: Issue with BBQ Order #[redacted]-[redacted] Hello, I recently received BBQ Model #[redacted]19, but unfortunately, I encountered some issues with the parts. Part #44 arrived damaged, and Part #38 was an incorrect color and size. I had a professional installer assemble the BBQ, and now I need to hire them again due to the parts' discrepancies. I can provide pictures of the problem upon request. The BBQ is essential for an upcoming house event on the 11th, and I would appreciate a prompt resolution. I hope to receive a discount considering the inconvenience. Please contact me as soon as possible. Thank you for your attention to this matter. Best, Mike M.

Being a long-time Char-Broil customer has generally left me satisfied with my purchases. However, my recent acquisition of a new Char-Broil Performance grill from Lowe's in July has left me disappointed. Unlike previous products, the quality and craftsmanship of this grill fall short. Merely a month after purchasing it, the igniter ceased to function, unaffected by changing the battery. Currently, all the temperature knobs have become stripped, rendering them unable to adequately control the flame and temperature. Given the short time since purchase and the numerous issues, I believe that Char-Broil should replace this grill for me promptly. Best regards, R. Ward

I have been waiting for a back-ordered part from Char-Broil since July. After calling each month for updates, they last informed me in September that the part would arrive in mid-October. Today is November 2nd, and when I checked the status of my order using order number [redacted], it cannot be found. I have sent two emails to customer support without receiving a response. Additionally, I have been calling every day this week, waiting on hold for over 30 minutes each time with no luck in reaching a representative. What could be causing this delay?