ComplaintsforNexgrill Industries

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  we purchased the grill in summer of 2022, used it maybe 5 or 6 times. At the end of summer we cleaned it up, and covered it with the cover that goes with the grill. We did not use it at all in the winter. We took off the grill cover last night to use it for the first time this year and the entire grill is rusty. I don't know how this happened since we purchased the grill cover that goes with it and it was covered completley. We really enjoyed cooking on this grill. I called Home depot and asked if we could exchange it and they responded that there are many problems reported with this grill and told us to file a claim. We are only asking for an exchange and hope it does not happen again.

  Business response

  05/24/2023

  We have no record of the customer contacting us at 1************* for customer service support. Our technician will be reaching out to customer today to troubleshoot on issue the customer is experiencing to see if issue can be resolve or whether replacement part will fix issue. Once the customer has been contacted, we can update the portal with resolution update. 

  If you have any further questions, please feel free to reach us at 1************* for further assistance. 

  Thanks! 

  ****** ******o 

  Customer response

  06/05/2023

  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.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a NexGrill grill from Home Depot on February, 2022. I used it 3-4 times. The grill no longer works. They want to send me a replacement part in the hopes that the grill will work. This is a brand new grill already not working. They are not standing behind their product as they state on the website. I do not want a lemon of a grill that breaks after a few uses. How can I rely on a product that is failing before regular use?

  Customer response

  10/20/2022

  I have attached the receipt which shows that the grill was purchased this year.  It was used a few times.    I do not know if a warranty even exists for the grill.  It seems like you walk out the door with the product and any problems with the product are now the consumers.

  Thank you 

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

  Business response

  10/25/2022

  Hello,

  
  We have reached out to the customer and requested some information regarding the grill. We will provide a reply with an update on a resolution as soon as we receive the information from the customer.   

• Initial Complaint

  09/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am extremely displeased with the customer service received from NexGrill customer service. After months of deliberation as to what process to follow, and delayed ***respondence from the negligent customer service team, the issue persist. The grill suffers from poor workmanship and dangerous and faulty quality and customer service is attempting to force me to provide coverage for shipping costs for these items and this is unacceptable, unethical, and possibly not legal. These grates are a danger in the way that they are created and potentially represent a recall because they do not protect the user and grill as designed. These grates have suffered from poor construction and design and NexGrill needs to make this situation amicable and provide a valid solution to solve the issue and replace the necessary pieces as part of my grill. I have already conceded immediately to the replacement of the grill entirely understanding the issue with cost analysis with this process but to pay for shipment for the company's poor workmanship is unacceptable and I need this to be ***rected.

  Business response

  09/08/2022

  Hello,

  
  Thank you for your feedback. We apologize for what you have experienced with your grill, as a one time courtesy we will waive the shipping cost and replace the cooking grids and main burners at no cost. I will provide the order information as soon as it's available. 

  Customer response

  09/08/2022

   I am rejecting this response because:
  
  I would like to receive the product order confirmation before closing this dispute

  Business response

  09/13/2022

  Hello,

  We have attempted to contact the customer and have left voicemails, we have not received a response. The order has been processed for the replacement flame tamers, main burners, and cooking grids at no cost as a  one time courtesy. Please see the order number below:

   

  Order # ***-6****-****

   

  Thank you

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an outdoor gas grill at walmart in laval,Québec. The purchase dates from sept.7,2021. We assembled the gas grill in July 2022. I purchased a new propane tank and tried to cook with it. The burners don't heat as they are suppose to. Called nexgrill to ask what could be the problem. They said the regulator and they sent me another regulator. That did not fix the problem. I told them to change the unit. They asked me proof of purchase,pictures of the grill interior and exterior. I supplied all the information they asked for on the 17th of July,2022. On the 29th of July I sent them an email asking what was going on. I was answered that it was in the managers hands. August 7,2022 sent an email asking them if I need to ask the BBB to intervene. No response. All I want is that they send me another grill or reimburse me the price I paid at walmart. Thank you for your attention in this matter.

  Business response

  08/23/2022

  Thank you for your feedback. Our records show that you place order: C************4 for replacement part (LP Regulator with hose) on 7/10/2022. On 7/15/2022 we show record of you contacting us stating that the regulator did not fix the issue on your grill product. Nexgrill representative have spoken to you on 7/18/2022 to inform you due to your situation. Nexgrill will be overseeing your case as a claim and have requested photos and several information to proceed to manage your case as a claim. Since you can no longer return back to Walmart since past the 90-return policy. Nexgrill will manage instead and work with customer directly. We apologized for any delays of response on this matter. I have forwarded your information again to our claims representative ***** ******* to contact you within 24 hours of this message to resolve your claim immediately. If you have any further questions, please feel free to contact us at 1-***********9. Thank you for your valuable feedback and we look forward to hearing from you and making sure your situation gets resolve immediately. Thank you again from all of us at The Grill Services/ Nexgrill Industries.

   

   

  Customer response

  08/24/2022

  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. 

  I have recieved and signed the release form that Nexgrill has sent me offering a complete and full refund of my purchase price in the amount of $230.00 CAD

  I am awaiting for the cheque.

  
  

  Thank you

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the Nexgrill 6 burner less then 6 months ago, I also bought a 40$ heavy duty cover for this grill. The grill only comes with 2 locking feet , the other 2 do not lock. When the weather is bad my grill falls over! I’ve called the company multiple times because the grill is so banged up from falling that it looks horrible . These grills are not cheap by any means! And to make them as cheap as they do is not alright! It’s already rusting through the cover and now the parts that are banged up are also rusting! I just want my money back!

  Business response

  08/02/2022

  Hello,

  We have submitted a request to have a claims representative reach out to this customer, they will be in contact with the customer directly. 

   

  Thank you 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a nexgrill for my son in law. The grill partially exploding, which destroyed the grill and caused partial and full thickness burns to his face neck and arms. I contacted nexgrill seeking a refund for the grill. All the required information was provided to nexgrill in early June, and although I have contacted them numerous times, there is no resolution to the problem. The customer service representatives tell me each time that they have sent emails to supervision and the claims department and that I will be contacted within 24 to 48 hours. No one has contacted me. I wait the 48 hours and call again with the same response. I just want a refund to purchase a new grill for my son in law. Please help.

  Business response

  08/02/2022

  Hello,

  We have resolved the refund for customer ******** *******, the refund check has been mailed out and is expected to be delivered on Thursday 8/4/22. Please see the refund confirmation number and tracking number below.

  Refund confirmation # **************

  FedEx tracking # ************

   

  Thank you

  Customer response

  08/04/2022

  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.

  Thanks for your assistance.  The company contacted me the day after I filed the complaint....

  Amazing work.  

  Thanks

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

• Initial Complaint

  04/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the Kitchenaid by Nexgrill grill from Costco. The grill model is ***-0003B with 9 burner. Today I found the metal piece that hold the burner in place was rusted out and broken (see attached photos). I tried to search for a replacement parts from this piece but they I couldn’t find any online. I hope I will not be able to use the entire grill because of this tiny broken piece or it will not cause a safety issue as the burner is lose and can be moved from its place and may cause fire. I expect the manufacturer to support their product with a value almost $3,000. Please see the attached photos with all broken part description and also model and serial number of the product.

  Business response

  04/26/2022

  Hello ****,

  
  Thank you for your message and for allowing us to assist you. To file a warranty claim, please contact our Customer Support Line at ###-###-#### Monday-Friday 8am-5pm PST and one of our representatives can further assist you. Thank you again.

  Customer response

  04/27/2022

   I am rejecting this response because: I contacted the customer service number provided and talked with *******. After collecting all my information, I explained to him the broken and rusted part. He indicated that this part is not replaceable and will need to find someone to fix the grill. He also indicated that it is very unsafe to turn on the grill while the burner is loose. 

  
  

  So a grill with a $3000 value will need to be discarded because of unreliable internal parts that is manufactured by Nexgrill and don’t provide a way to solve it. It is absolutely unacceptable. 
  
  
  

  Business response

  04/27/2022

  We have submitted a request to have a claims representative reach out this customer. They will be in contact with him directly. Any additional follow-up, please contact our customer service department at 800-913-8999 and ask to speak to the claims department. Thank you.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a grill from this company and all the parts rusted while it was under warranty. I made the complaint over the summer and received some of the parts but the biggest part was to be here by October. Still haven’t received it and they keep pushing the date out. If they can put new ones in the store they can replace my part. I already paid the shipping fee they charge too. Or, they can send me a new grill completely!

  Business response

  01/12/2022

  Hello, our customer service department was able to source a replacement part from one of our grills. They have placed replacement part order #COR-42415-L8B2 and have added FedEx 2nd Day Air as the shipping method at no additional cost. When this part ships, most likely no later than Monday 1/17/2022, it will be expedited delivery with the upgraded ship method. Your original order #COR-31141-R2P1 has not been cancelled, and when that part becomes available with a replenishment supply from our factory, that will ship as well. We do not have timing on that replacement but we were happy that we were able to take care of you now with this solution.

*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. ↩