Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used the chat and emailed 6 times in the past 10 days and never received a response. I have a 30qt turkey fryer that I used for the first time last week. It was purchased a year ago but I just opened and used it the first time. Full propane tank, thermocouple in flames, followed all instructions and it does not stay on more than 10 minutes. Very frustrating and the lack of response is more frustrating!Model 840-0005 serial numer *********************

  Business Response

  Date: 04/23/2025

  We have reached out to the customer via telephone and she spoke to a representative via chat today 4/23/25. Troubleshooting was given and customer will try these methods when she gets home. Will call us back if there are any further issues. 

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/24 Order grill,put together used it twice and it quit working. Tried to order replacement parts,kept being told they were on backorder. This went on for 10 months. Then I was told part was no longer made. Then they would not issue refund. They took a part off a grill they had in stocks and sent it to me Which I do not think I'd acceptable. What happens when it breaks. I work really hard for my money and think it is not right to be jerked around for over year.Thank you for your time

  Business Response

  Date: 04/14/2025

  Mr Shiprock, 

  We are sorry to hear that the replacement parts we have sent per warranty have not solved the issues. 
  If there are continued issues, we can further assist with additional parts. 
  If this is not a satisfactory solution, we can send the case to our ****************** In order to proceed with that, we will need some information from you. 

  Our department manager will reach out to you. If you decide you want to file a claim, he will collect the required information for you. 

   

  Thank you

   

• Initial Complaint

  Date:10/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** ****** Wed, Sep 25, 12:29AM to wecare Hello,I bought a 2 burner Nexgril via ********** 3 years ago. Here are the ************* SKU # ********** Order number WG32405262 Name: ****** ****** Order date - 3/21/2021 Total cost $117.18 It has been in my patio always under cover. I used maybe 25 times over 3 years. Tonight I saw that the bottom of the grill is completely falling apart: flaking off and crumbling like paper. I believe you agree this is not normal for a stainless steel grill that was barely used.I hope the warranty can address this situation.I will be happy to provide a video or photos of the bottom of the grill.

  Business Response

  Date: 10/14/2024

  Hello ****** ****** and BBB,
  
  
  I apologize for any inconvenience regarding this matter regarding your damaged tabletop.
  
  Our records indicate on October 1, 2024, our customer service representative, provided information regarding grill model: 820-0033 warranty information. It looks like Mrs. ****** warranty has expired.
  
  We can have your case review again, please provide photos, or video of the damaged parts to have your case reviewed by our claims department.
  
  You may send photos or video and copy of your proof of purchase receipt to *************************************************************** and cc: ***********************************************************************************************************
  
  Once we received your information, we can provide update on your situation.
  If you have any questions, please feel free to contact me at number below.
  
  ****** *******
  ************************

  Customer Answer

  Date: 10/16/2024

   I am rejecting this response because:

  I sent the email with required attachments to the indicated email addresses.
  Please note that I am aware that the product is out of warranty, BUT the reason I am insisting on this claim is because the grill was barely used, and was always in the garage AND under cover.
  The grill deteriorated due the quality of materials, and NOT because of regular use.
  Looking forward to a resolution.

  ****** ******
  
  
   
  
  

  Business Response

  Date: 10/17/2024

  Hello Danila and BBB,

   

  Our claims ***** have received your photos and are been reviewed and you should be contacted soon this week with outcome. 

  Thanks! 

   

  ****** Salgado 

  ************************. 

  Customer Answer

  Date: 10/18/2024

   I am rejecting this response because:

  They contacted me already and swiftly rejected any resolution.

  Looks like the company will not stand behind their products, so I will avoid it going further. I will do my best to share my negative experience on available online platforms.
  

   
  
  

• Initial Complaint

  Date:09/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Nexgrill 4-burner propane grill in stainless steal from ********** on May 27th 2024. It is September 26th 2024 and we've been having issues with this grill since we purchased it. The side burner never worked properly and now it's completely crooked. Any pots and pans you put there will be sideways. It's a joke for how much money we spent. ********** isn't going to help us and this company doesn't respond to complaints made online. I want a refund for this trash. There's no reason a grill shouldn't work properly and it hasn't even been a year.

  Business Response

  Date: 09/26/2024

  Hello ****** **** and BBB, 

   

   I apologized for any inconvenience on this matter. After checking our systems, we have no record of this customer ****** **** contacting us before. This is first time we are hearing about this complaint. 
  In order to assist customer better I would need customer to provide me the model number and serial information of the product.  I can then check if product is ours to assist further. I  need photos of the complete grill including photos of the parts damaged or not working with a copy of the purchase receipt.  Once I receive this information I can have our claims ***** review information to determine if replacement parts or troubleshooting can repair unit or if this needs to be handled as a claim.
  
  Please have customer reach me at ************************ or email me at *************************************************************  Monday through Friday 8am-5pm pacific time.
  
  If you have any further questions on this please let me know.
  Thanks!
  ****** *******
  ************************

   

   

  Customer Answer

  Date: 09/27/2024

  I am rejecting this response because: I emailed the person with the requested information. And I had reached out to them prior and never got a response.
  
  
  

  Business Response

  Date: 09/30/2024

  Hello ****** and BBB,

   

  The customer emailed me on Friday, September 27, 2024 at 8:05am and I  responded back to her no the same day at 9:25am confirming the video she sent to confirm what issue she is experiencing so we can provide her the proper troubleshooting and part to repair the side burner section. I have not yet received her response to further assist the matter. The customer ****** needs to response back to my email, if needing further assistance. The information she is providing to BBB is not correct as I responded to her already waiting  to confirm what issue she's experiencing to assist her with the side burner replacement parts. I will attempt to do another follow up with customer again by email today. See attached email communication between customer and I for your reference.

  If customer needs further assistance, please have her contact me directly at ************************ or reply back to my email at ***********************************************************************************************************

   Thanks! 

  ****** Salgado 

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

• Initial Complaint

  Date:06/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:02/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Seller did not honor their ad.

  Business Response

  Date: 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!
  
  ***************************