ComplaintsforNexgrill Industries

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a brand new NexGrill ************** Grill in July 2023 from *********** This grill has literally never worked since purchase. I did use it to cook once, but I received an error code during that cook as well. Since purchase, I have spent countless hours on their troubleshooting app and website. Their Tech support team is closed on the weekends, which is typically when I am trying to grill for friends and family. However, I have also spent hours talking to them as well to try and get through error codes and malfunctions on this grill. Although under warranty, I have also had to pay shipping for parts that Tech Support deemed needing to be replaced even though the grill has never actually cooked anything. This was a new model line for NexGrill when I made my purchase. Now that a year has passed, there are many reviews on their website and ********** that detail a similar experience as I have had with this model. This grill is a lemon. I spoke to a customer service agent about my experience with this grill and my hope that NexGrill would agree that a replacement to an equivalent model without the electronic board would be in order based on my experience. She was very nice and agreed. She created Case#- CE-******-R7K8 and ensured me that someone would be in touch within 24 hours to gain resolution on the issues I had experienced. No one ever called back.

  Business response

  06/13/2024

  Hello, ****************, 

  I apologize for any inconvenience that *** have occurred, as it was not our intention. I will contact you tomorrow to discuss the process of resolving your situation further. I noticed that the last order for a regulator replacement was placed in March 2024 and that you recently called back on 6/10/24 stating you received the parts and troubleshoot and requesting a replacement. Please allow me 24 to 48 hours to get in touch with you and address your situation and get some information from you so I can forward your case to claims **** *******************************. ext. 1171 so they can further assist you.

  If you have any questions, please feel free to ask. Thank you.
  
  *************************;
  ************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Nexgrill six burner outdoor gas H3339333032**36373735H in August 2023 from ********** and starting building the H3339333032**36373735H a few weeks later in September. When the H3339333032**36373735H was put together was when I noticed a few important pieces were missing: #** (3) cooking grids, #** (6) flame tamers and #** (1) cooking griddle. 9/14/23 - I called Nexgrill for the missing pieces and sent along screenshots of my purchase to the customer service rep. *** Rep told me the cooking grid and griddle where on back order and to follow up in a few months. I didn't mind waiting as it was about to become winter in the northeast and I wasn't going to use the H3339333032**36373735H. I also didn't want to return the H3339333032**36373735H to ********** as it was completely built. I just needed these final missing pieces. **/6/23 - I followed up with support and was told the pieces should be available by the end of the month.12/8/23 - I heard back from the ******** Support and was given an update that he was still waiting for an ETA on the cooking grids and griddle.12/13/23 - Support let me know this delay was due to a warehouse move from ** to ***2/16/24 and 2/20/24 - I followed up with support again and was told on 2/21 that the parts wouldn't be ready until end of May. I asked if there were any other cooking grids that could work with this H3339333032**36373735H and there was no resolution.5/6/24 - Followed up with support as one last chance to see if the parts would become available.5/8/24 - Support let me know the parts wouldn't be ready until the end of June. I told my Support contact that was unacceptable and he was going to start a claims ticket. If we're scoring at home (and I am), that new June parts date would be 43 weeks after I called to start this support case. I've been extremely patient throughout this process, but my patience is over. ******** care has been great. I don't blame anyone on that team. This has been the worst experience I've ever had with a business. At this point, I just want my money back so I can move on.

  Business response

  05/14/2024

  Dear ********************,
  
  I apologize for any inconvenience that *** have been caused, as it was not our intention. After reviewing your order, it appears that the parts are expected to arrive by the end of July 2024. I understand your frustration regarding this matter and assure you that we will arrange for a refund of the product. Our claims department will contact you to handle your case as a claim and have you sign a waiver. Once this is completed, you will receive a refund check within 7-10 business day from Nexgrill Industries.
  
  Please accept our sincere apologies and anticipate a call within the next 24 to 48 hours. If you have any further inquiries, please do not hesitate to let me know.
  
  Thank you,
  ***************************

  Customer response

  05/17/2024

   I am rejecting this response because:
  
  Hi ****** - The reason why I'm rejecting this response is because I would like to extend it for another few days until I get the proper paperwork to handle the refund. I've heard from a **************** Lead who did reach out within 24 hours of the message. I did let the Lead know I would like a refund, but I haven't heard back since Wednesday. When I tried to call today, I was told this individual was out of the office and would be back on Monday. Since I only had five days from Wednesday before accepting, I just want to wait until I hear from the **************** Lead via email next week with the proper paperwork to put the refund through. Once that part of the process is all set, I will be happy to accept the response. 

  Thank you very much,

  ***************************

  Business response

  05/17/2024

  Hello ********************, 

   

  I understand, ******* should be back on Monday from there she can provide you the waiver to sign for refund to take place.  I will follow up with ******* to make sure there is no more delays so we can resolve your case immediately. 

  Thank you for your time and understand and I will make sure your case gets resolve soon. 

  If you have any questions please feel free to contact me directly. 

  Thanks! 

  *************************;

  ************************

   

  Customer response

  05/23/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The customer service Lead, ******* reached out with the proper paperwork and I've sent that information back to her so the refund process can be put into motion. 

  Thank you!

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The product I bought from them quit working after its second use. Company offers a 1 year warranty. I called and described the issue, representative said it was a known issue and told me a replacement part would be mailed to replace the known defective part. Item never arrived. Company is not honoring its 1 year warranty.

  Business response

  04/30/2024

  Hello **************,

   

  We apologized for any delay of your order: COR-******-L2H5 for your controller for model: 910-0013. It looks like the part has been on back order for some time. Our records show the controller should be arriving ending of May 2024. If you do not wish to wait for part then we can submit your request as a claim or to return product back to store for a refund or exchange. I will be reaching out to you to discuss options like this we can resolve your situation. Please expect our call within 24/48 hours.

   

  If you have any questions please feel free to reach out to me directly at ************************ or email at *************************************************************

  Thanks!

   

  ***************************
  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 19, 2022, *********************** was using a new Nexgrill gas grill model number 720-0830X that had only been used a few times and owned a few months. He noticed the grill was not heating. *** tapped on the regulator when the grill exploded and burst into high flames that almost burnt the house down. *** threw the grill from the driveway to the yard to get it away from the house. We had to call 911 and have them send the fire department to put the fire out. Flames were up to ***** feet high and continued for several minutes. We have video evidence. There was some burn damage to the siding on the house and the **** unit as well as personal injury damage to his shoulder and back from throwing the grill. (The shoulder had a previously injury that was aggravated) Nexgrill has denied both a refund and any compensation for ongoing PT sessions, claiming the burden was on him to test and inspect his grill before every use. The video we have pretty much speaks for itself. If a consumer is obligated to do a thorough review every time they use an expensive product to avoid being blown up or burnt or having the house burnt down, then something is clearly wrong with the product. It seems Nexgrill has had regulator issues in the past as recalled by the **** and it further seems they have not remedied the matter. Nor does Nextgrill seem to honor the fact that the grill had a one year warranty as they have denied any request for compensation, which included a new grill or refund of the same. The website indicates they honor a one year warranty for manufacturing defects. I would assume a grill exploding constitutes a defect. The reason we are filing the complaint over one year is because we have been trying to work direclty with Nexgrill who just responded as noted above. We started this process prior to the one year *****

  Business response

  02/02/2024

  Hello ******************** and All,

   

  I have received your complaint and will be checking with our TPA handler to get outcome of the claim. Please allow us time to retrieve record so we can provide proper response to this case. 

  If you have any questions please feel free to contact me at number shown below.

  Thanks!

   

  ***************************

  Phone: ***********************

  Email: *************************************************************
  

   

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  have serious safety issue (Image attached) support for warming rack on body of grill gave way set small container of butter on rack for basting rack collapsed caused large fire burst singed hair arms and eyebrows grill model #***-0789h serial # *********************** urgent response you have receipt and registration on file replace or repair

  Business response

  12/08/2023

  Hello ****************** and All,

   

  We apologized for any inconvenience on this matter.
  

  Our Claims handler  ******************************* has contacted the customer this morning and left two voice messages. It looks like customer just responded back this afternoon. ******* is reviewing ****************** claim and will be providing resolution to get his claim resolve soon. 

  If you have any further questions you may contact us at ************************ to get further updates regarding your case. Thank you for your time and patience on this matter. Have a nice day.

  Thanks!

   

  ***************************
  

  Customer response

  12/11/2023

   I am rejecting this response because:
  
  
  Thank you for your assistance. I did receive a message from ******* with a waiver and owners manual. My request is very simple. Repair or replace grill. It is 13 & months in on a 24 month warranty.  *************************
  

  Business response

  12/18/2023

  Hello ****************** and All,

   

  Thank you for your response. ******* just received your  response requesting an exchange or repair of unit only. The offered we have provided to you was a full refund of your grill based on amount you paid for. Since no grill available  at our site since all products get shipped directly to our retailers. This is reason why we offering a full refund instead to resolve your case. From there you may use that money to make the same purchase of the grill or a different one. 

   If you wish to file for any personal damaged or personal injury involved on your claim, please contact ******************************* at ************************ so we can handle your case differently and forward to our council to have your claim be review by TPA. I will have ******* reach out to you to see if there is other options available that we can assist you. Please allow us to reach you within 24/48 hours.

  If you have any further questions, please feel free to reach me directly at ************************. Have a nice day.

  Thanks!

  ***************************

   

  Customer response

  04/08/2024

   I am rejecting this response because:
  
  

  still not resolved  thought they were going to  a more clear resolution to the issue  now more rust grill body  and burners  

  *****

  
  

  
  

  Business response

  04/09/2024

  Hello ******************,

  The offer still stands for the full refund is still an option if you wish to proceed. We never heard back from you for a while ago.  Please contact ******************************* at *********************** or contact me directly at ***********************.  I will have ******* reach out to you regarding this matter within 24/48 hours.

  If you have any further questions on this please let me know.

  Thanks!

  ***************************

  ************************
  

   

  Customer response

  04/10/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  *************************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Seller did not honor their ad.

  Business response

  11/28/2023

  Hello ************** and All,

  We apologize for any inconvenience we may have caused. From reviewing the Nexgrill advertisement that was send out to our customers. The sale has ended. The advertisement sale that was provided was offered was up to 70% off to some gas grill products.
  To my understanding you were interested in model: 720-0958AE.This grill at Walmart.com was retail at $539 with a sale price of $399 giving a savings of $140 but now showing out of stock.  
  Unfortunately, we do not have this sale anymore. If you feel the advertisement was provided after the sale date, please provide proof of email (showing date of email) so we can investigate the email further with our IT **** or if you missed not opening your email on time or experiencing server internet issues. Please note we are not responsible for this type of issue.  
  If still interested in making a purchase of this grill. Its available at Amazon website giving the same discounts price as the advertisement we provided on black Friday & Cyber week deals.
   As a courtesy to you,Nexgrill is willing to assist you by giving you a $25 dollar gift card if you decide to make the grill purchase through Amazon.  If you wish to accept this offer, please provide your receipt to **************************************************************  From there we can mail you the gift card or refund check based on your preference. The processing takes about  **** business day, once you have accepted this offer.  
   This would be the best we can do to assist you further on this matter. Below is a website with information on the sale difference.
  

  WALMART
  **********************************************************************************************************************************************************************************************************************************************************************************************

  
  AMAZON
  *********************************************************************************************************
  
  If you have any questions, please call ************** to discuss your matter further. Happy Grilling!
  Thanks!
  
  ***************************

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I couldnt find my case number, but would like this reopened so as to get a written response from **************************************************************** My BBB representative called me and informed me that ******************************* stated she refunded my money. I reached out to ******* and asked for a copy of the refund issued because I can not find it on my bank account. It has been weeks and she failed to provide this proof. I believe she gave you false information so as to close this case. I would simply like a new grill sent to my home. The grill in question was discarded. It was a very dangerous item and I would not risk having it on my property, possibly causing injury to another person or more damage to my home.Thank you for you time and consideration on this matter.*********,*************************** ****************************************************************************

  Business response

  10/26/2023

  Hello ****************,

  Our last record show that ******* had made an offer to you for the refund but she did not received the sign release waiver yet. We are pending on this but if you mentioning you no longer have the product. Can we know if product was return back to retailer ******* for a refund.  I will have ******************************* reach out to you to see what route you decided to go, to resolve your case further. 

  If you have any further questions, please feel free to reach us at **************.

  Thanks!

  ***************************
  

   

   

  Customer response

  10/28/2023

   I am rejecting this response because: Nexgrill failed to make a reasonable offer. They kept me strung along until the time limitations for a refund were expiring. *** asked for a copy of the refund Nexgrill stated they gave me, without said refund being shown. They then stated they only  offered me a refund, when asked about documentation. I was very clear with Nexgrill on what was a ridiculously fair way to satisfy this complaint. They showed no true concern for the dangers this product poses to the consumer, the injuries I sustained , and the damages to my property, and acted as if sending a grill that was assembled was an impossibility for a large company like them. Their expectations, after weeks of receiving photos, timelines, receipts, etc, were ridiculous and seemed as if they wanted a deposition, not a fair solution. I had to pay additional money to have the grill removed from my property. There was absolutely no reason to sign a release????, when they offered nothing more than the grill, unassembled, requiring me to put in more of my time to satisfy their requests. No other company that Ive dealt with shows this level of negligence with a total lack of concern for anything other than their profits.

  
  

  Business response

  10/30/2023

  Hello ****************,

   

  We apologize for any inconvenience on this matter. We will have  someone to contact you to discuss your case further this week. 

  If you have any questions, please let me know.

  Thanks!

  ***************************
  

   

  Customer response

  11/28/2023

   I am rejecting this response because:
  
  They offered me a refund if I signed a waiver. I did. Its been a week and Nexgrill hasnt responded since and has not sent a refund.

  Thank you!

  
  

  Business response

  11/28/2023

  Hello All,

   

  I have provided **************** the tracking information on 11/27/23 regarding his refund. Below is tracking details of his refund check of when it will be delivered to ***************. He has also responded to the email today, 11/28/23, saying Thank you!

  If any other information is needed, please let me know.

   

  Fed Ex tracking# ************

  *********************************************************************

  UPDATED DELIVERY
  
  Friday12/1/23 by end of day
  Initially expected: Monday, 12/4/23
  DELIVERY STATUS
  On the way
  Want updates on this shipment? Enter your email and we will do the rest!
  Your email
  Tracking ID
  ************
  From
  *****, ** **
  Label Created
  11/27/23 4:20 PM
  
  We have your package
  
  *****, **
  11/27/23 4:09 PM
  
  On the way
  Departed **************
  *****, **
  11/28/23 4:16 AM
  
  OUT FOR DELIVERY
  
  To
  
  **********, ** **
  Updated Delivery
  12/1/23 by end of day
  Initially Expected
  Monday, 12/4/23

   

  Thanks!

  ***************************
  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a grill on 03/07/21 for the amount of ******. We also purchased a cover to keep the grill protected. The whole grill has fallen apart from rust at the bottom. We did a warranty claim. As it is clearly material defect. And had been given the run around. I sent multiple pictures and emails. To be told we were denied. If you look into all the other reviews on the ********** site you can clearly see this is a problem with the workmanship. A grill should not ditereate from the bottom base as ours did in such a small amount of time and for the price we paid. It should be covered under the warranty. Pictures sent to warranty department on Sept 4th.

  Business response

  10/26/2023

  Hello *****************,

   

  Thank you for contacting us, if you feel our decision is not fair. We can have your case review again if you have missing information such as copy of your purchase receipt and serial number of the product. Any new information provided to us can help review your claim further. Based on photos provided, it looks like the bottom panel and casters was missing showing the assembly was not done properly which assembly and owners manual does provide this information when purchasing the product.

  If you wish to have your case review further, please reach out to our claims handler and provide the missing information so we can review your claim further. If you have any further questions on this please feel free to contact us at **************.

  Thanks!

  ***************************
  

   

  Customer response

  10/27/2023

   I am rejecting this response because:
  
  I sent all the information in. I sent serial number l, receipt  (which is attached  even in this), and multiple pictures showing assembly to show what happened. The whole bottom of the grill that attaches to the bottom assembly rusted out from the metal that was used. There are multiple complaints of the same issue when looking up reviews on this grill. I wish I would have known.  I can send what ever pictures are necessary. I would love for you to look into the case more. But I did not miss any information. I sent in (by email) every item requested. Please inform me of how this can be handled correctly and promptly. Thanks! 

  Business response

  11/02/2023

  Hello All,

   

  The claim was review and we have provided an offer to the customer in the amount of $363.77.  ***************** has accepted the offer and signed the release waiver. The refund check will be mail to customer within 5-7 business days. A tracking number will be emailed to the customer once the refund check gets process. Confirmation# COR-******-G8N1. Please consider this complaint closed.

  If you need any other information, please contact us at **************.
  

  Thanks!

   

  ***************************
  

   

  Customer response

  11/07/2023

   I am rejecting this response because:
  
  I haven't received any tracking number. Can someone please send this to me. It's been 5 days.  

  Business response

  11/09/2023

  Hello ******, 

   

  Here is Fed Ex tracking number: ************ for your refund check#***** in the amount of $363.77. You should be able to track the package by the end of the day today after 7pm (PST) once it hits the Fed Ex terminal. 

  If you have any further questions on this, please feel free to contact us at **************. Thank you for your time and patience on this matter. Have a great day.

  Thanks!

   

  ***************************
  

  Customer response

  11/13/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  Received the check today. Thank you 

• Initial Complaint

  09/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a table top gas grill from Costco. During assembling, the handle of the grill is brocken. Trying to contact Nexgrill to send a replacement part (handle) but waited a few month still have not recevied anything.

  Business response

  09/19/2023

  Hello All, ,
  

  I have reviewed customer order: ************** and will be reaching out to customer to confirm what handle he needs to make sure his order gets process right away. We apologized for any inconvenience this may have caused. Once the customer has been contacted, he will receive an automatic tracking information by email as confirmation of order request.

  If you have any questions, please feel free to reach out to me directly a* ************** ext. ****.

  Thanks!

   

  ****** *******
  

   

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Customer response

  12/19/2023

   I am rejecting this response because:
  
  The last time, during September, someone from Nexgrill called me and said the parts had been sent to me by mail.
  
  There was no tracking number and I have not received anything  so far.
  
  I should close the complaint until I actually receive it.
  
  Thank you!
  Haiyang 
  
  

  Business response

  12/21/2023

  Hello ************,

   

  Here is both orders for your handle and free tool set orders that have been place or shipped for your reference. 

  COR-104752-M1L1  - Tool set shipped by Fed Ex Intl Ground tracking# ************ shipped on 12/19/23.

  COR-104712-B1K5  - The order has been send to GP2 3PL warehouse to be process. Already invoice and you should be receiving an automatic email with updates and tracking information soon.

  If you need further assistance or have any questions, please feel free to reach out to me directly at ***********************. Have a nice day and Happy Holidays!

  Thanks!

  ***************************
  

   

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I have a problem with a new grill that a knob will not stay on. I contacted Nexgrill service and they said they will send me a knob. It has been over a month since they said they will send me a knob under the factory warranty. To date, after numerous emails, I am told they are backed up in shipping out orders. I don't believe this excuse and wonder what's really happening with my knob replacement. What is a reasonable amount of time to have a part shipped out?

  Business response

  08/09/2023

  Hello BBB,

   

  We would like to apologize for any delay we may have caused for not fulfilling his order on time which was not our intention. After reviewing his order: COR*********** for the control knob for model: (*******2) our warehouse recently received the part so we can process Mr. **** order. We will reach out to customer to provide a tracking number as confirmation of this request.  As courtesy i will ship out a free tool set for the inconvenience -as we want to continue a good relationship with our customers.

  if any other information is needed, please feel free to contact me directly at 1************* ext.****.

  Thanks!

  S***** *******
  

   

  Customer response

  08/21/2023

   I am rejecting this response because:
  

  Nexgrill did not satisfy my complaint. They sent me a bbq tool set, but not the broke knob that I require and have been waiting for. Please ask Nexgrill when they will send me the part (knob) that I have been waiting for. Thank you ****** ****

  
  

  Customer response

  08/21/2023

   I am rejecting this response because:
  

  Nexgrill did not satisfy my complaint. They sent me a bbq tool set, but not the broke knob that I require and have been waiting for. Please ask Nexgrill when they will send me the part (knob) that I have been waiting for. Thank you ****** ****

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩