ComplaintsforLynx Grills
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Complaint Details
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Initial Complaint
07/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We have a Smart 42 Lynx grill that cost over $15,000. We are the first people living in the house. We tried to use it for the first time and only 1 of the 5 burners worked. We've called the company over 5 times and keep getting excuse after excuse. No warranty support. Horrible service, very expensive, would never recommend them or their company.Business response
07/30/2023
Dear *******,
Thank you for contacting Lynx regarding your Lynx grill. We are sorry to learn pf the issue you have encountered. We will have an agent to contact you by the end of the day Monday 7/31/2023 for assistance with a resolution.
Sincerely,
Middleby Residential/ Lynx
Initial Complaint
07/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a ******** 36 inch *** from Appliance Showroom on May25,2010.We paid $4000 dollars for this unit. During the years we replaced most of its Burner Parts. My complaint is the Chassis the *** Box itself has Burn holes ,throughout its chassis. The Warranty pamphlet that came with the *** states that the *** itself is Warrantied for Life. Ive been in contact with Lynx Warranty representatives *************************** from Middleby Residential .Ive done everything they have asked of me , original receipt, pictures of every component as well as the entire Chassis My wife Burnt her wrist because the holes in the Chassis allow too much air into the ***, causing the whole *** too get hot , even the parts that are suppose to stay cool are getting extremely hot. .Business response
07/27/2023
Dear *******,
Thank you for reaching out to Lynx regarding your Lynx grill. We are sorry to learn of the issue you have encountered. We will reach out to customer care and have a agent to contact you be the end of the day Friday 7/28/2023.
Please accept our apology for the delay.
Sincerely,
Middleby Residential/Lynx
Customer response
07/29/2023
Complaint: 20367033
I am rejecting this response because:there response stated that they would contact me by Friday July 28,2023
I have not heard from them as of today Saturday July 29
the warranty Clearly states that ************ , the actual chassis of the *** is Warrantied for life
mine has holes in it , in there rebuttals they stated that I should not be using Ceramic Burners, but they Lynx sent them to me
I have the invoice , if needed
Sincerely,
*********************************Business response
07/31/2023
Dear *******,
Please accept our apology for the delay. A member of the escalation team reached out to you today and left you a voice message with their contact information. Please reached out to that member for assistance with resolution.
Sincerely,
Middleby Residential
Customer response
08/01/2023
Complaint: 20367033
I am rejecting this response because:I did Receive a call at 4:31 pm
I called back and they were gone ,
then I received another call at 4:45 pm from a female named ******
i called her Back at 4:50 pm left a message
i just called again
********************** left a second message for Janine
I would like a New ***
the Warranty Clearly states Lifetime Warranty for the *** Body
mind has Holes in it ,and apparently its from the Ceramic Grill Burners that Lynx sent to us
Sincerely,
*********************************Business response
08/01/2023
*******,
I am sorry, the office close at 4:30 ET. I will have the agent to reach back out to you in the morning since you keep missing each other in the afternoon.
Sincerely,
Middleby Residential
Initial Complaint
10/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Have had issues with gas grill purchased and installed less than a year ago from manufacturer and have heard little to nothing sinceBusiness response
11/17/2022
Business Response /* (1000, 14, 2022/11/17) */ Dear *******, Please accept our apology for the delay. An escalation agent will reach out to you in to see how we can assist. Sincerely, Middleby ResidentialInitial Complaint
10/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Installed unit in March of 2022 and after over 6 service calls the unit still does not work. Lynx has had warranty service through ***************** and ******************************************* Lynx and service company have replace 2 CPU, CPU power supply, Gas Valve and ignitator - none of these replacement have resolved the issue. Now, Lynx is stating that there is another issue with either a disconnected wire or defective sensor. Lynx lack of response is requiring myself to coordinate communication between lynx and the servicer including taking pictures, serial numbers and describing the issue.. Unit information Model #***************** Serial #*************** Price paid 3300Initial Complaint
09/07/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought my grill in 2004 from BBQ Galore and registered it. It was about $2,800 back then, which was a significant purchase for me. Even though I've taken immaculate care of the unit, the burners have started to fail. One of them makes a very scary whooshing sound. I filed a lifetime warranty claim back in May of this year. I took pictures. I sent detailed information about what was going on - and heard nothing. I called several times and left messages for months. Nothing. I called the main customer service line several times and was transferred to voice mail. More messages, no response. I finally got a rep, ******, who tracked down one of the two ladies and finally received an email that they could not find my name on file. That's just crazy. I sent it the registration card and THEY can't find it. The only way they would honor the warranty is if I sent them the receipt of from my original purchase. I don't have paperwork from 2004, but why is this on me to jump through more hoops? I have jumped through so many for months. How on earth does a brand treat their loyal customers so poorly? So very disappointed on how poorly this whole thing has been handled.Business response
10/17/2022
Consumer Response /* (2000, 14, 2022/10/12) */ The company reached out to me and we have resolved the matter.Initial Complaint
08/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Lynx pizza oven isn't working from day 1. They sent service tech who said needs parts - brand new out of box. Can't tell me when parts will be in and no response from company about a replacement. They should refund me if they can't replace with a brand new working oven. All my outdoor appliances are Lynx - so disappointedBusiness response
09/29/2022
Business Response /* (1000, 8, 2022/09/16) */ Dear ******, Thank you for reaching out to ******************** regarding your pizza oven. We are sorry to learn you have encountered these issues. We have reached out to the service provider to ensure that they contact you to resolve the matter. They currently have an opening for Wednesday of next week. Please contact them to confirm date and time. Sincerely, ********************Initial Complaint
05/11/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Ordered a warranty part had to pay processing fee on 3/28/22 I still haven't received the part. order number *******. I sent 2 emails and tried to call a few times with wait times of 40 min. I am requesting the part I ordered and refund of processing fee for the bad customer service and time wasted.Initial Complaint
03/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been try to contact LYNX since I filed a complaint for a lifetime part covered on my barbecue. I filed a warranty issue on 10/4/2021. I have called 25 times and every time I call no one can help me. They transfer me to 4/5 people and there have been times I have held on the line in excess of 4 hours before I simply hung up. I have sent pictures, emails and have even submitted the warrant claim again to see if that would help. Nothing no response, no callback, no email. I would like my parts replaced this is lifetime warranty.Business response
03/29/2022
Consumer Response /* (2000, 6, 2022/03/28) */ I have resolved my complaint with LYNXInitial Complaint
12/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a Lynx 48 heater ********* on 5/21/2020. The warranty period is one year. Upon using the product, it was found to be defective. I requested warranty service through vendor's website on or about September 2020. Vendor's repair service (Casual Furniture) contacted me, but they were not available to respond until 3/26/2021. The repair service advised additional parts were needed to complete the service. Received several calls from repair service stating that Lynx was giving them a hard time and not supplying the needed parts. I called and left messages for the repair service multiple times over the past six weeks but they have not responded. I submitted another service request through Lynx's website on 9/22/2021 but have not received any response. On 10/20/2021 I filed a complaint with the NY State Attorney General. On 12/16/2021 the NY AG replied with the following "We have presented your complaint to the company. Unfortunately, despite our repeated efforts to obtain a statement of their position, they have failed to respond." As of today Lynx has not fulfilled their obligation to provide warranty service.
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Customer Complaints Summary
9 total complaints in the last 3 years.
0 complaints closed in the last 12 months.