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:03/16/2025

  Type:Service or Repair 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.

  Company has stored my credit card information without my permission. Company website also has an option not to receive emails. Even though I chose this option, I am bombarded with emails. The company says they are escalating but I cant get an answer. I tried a new credit card in their payment field and it keeps getting declined. Bank verified that the company is trying to use an expired card rather than information Im typing into their payment fields. I dont feel this company can be trusted based on the lack of attention to the issue. Id also like to see the revenue promised to charity they advertise on their website.

  Business Response

  Date: 03/17/2025

  Hi *****, 
  
  We sincerely apologize for the frustration and inconvenience youve experienced. We take concerns like this very seriously and want to make things right.
  Regarding your credit card issue, we understand how concerning this must be. Were actively looking into it and will follow up with you as soon as we have more information. As for the email preferences, well ensure your settings are updated so you no longer receive unwanted messages.
  
  Additionally, we appreciate your inquiry about the charity contributions. Transparency is important to us, and you can find details about our GoFundMe efforts here: ***********************************************.
  
  Please know that were escalating this matter and will follow up as soon as possible. Thank you for bringing it to our attention.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23072803
  
  I am rejecting this response because:

  Your response is in direct conflict with what I was told through your chat.   (See attached) Your response has in fact strengthened my case as to your credibility.  Thank you for that  

  It is clear that you are proficient at spewing words, but not at proving any action has taken place.  Unfortunately, I am unable to test whether the ** issue has been fixed because I no longer want this product and the fine print in the return policy would negate me from being able to take advantage of the satisfaction guarantee.   (This wouldnt be my first purchase which disqualifies me).  
  Disregard the donation issue   Your website says we donate  I was under the impression that a portion of my purchase went to help.  That isnt the case either when reading the fine print.  
  Regarding the email issue   Fixing my single email account isnt satisfactory.  Fix the website so that ANYONE who opts out of emails doesnt get them!  
  You say you are transparent but there is deception surrounding every aspect of this business.even down to the Midwest Wisconsin address found on the website   

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 03/18/2025

  Thanks for getting back to us, *****. We sincerely apologize for the conflicting information and any frustration this has caused. We want to make this right for you. If you no longer want the product, we can provide a return label so you can send it back for a refund.
  
  Regarding the email preferences, we completely understand your concern and will escalate this to ensure opt-out selections are properly honored. Additionally, we appreciate your feedback regarding our donation messaging and will review how we communicate that information to avoid any confusion.
  
  Your concerns are valid, and we truly regret any misunderstanding. Please let us know how you'd like to proceed, and well do our best to resolve this to your satisfaction.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23072803
  
  I am rejecting this response because:

  These are simply more of the same words and empty promises of escalation

  I want proof that the website has been changed so that the opt out of email box does what it says and that my credit card information is no longer stored.  
  I do not wish to return the product already ordered.  This was a  Christmas gift to a friend and not in my possession.  Therefore, due to your policy, if I were to order another item I would not qualify for your return policy.   
  

  In order to accept the resolution you will need to provide the following:

  1.  Proof that my card information is no longer stored and that the payment portion of your website is accurate.   Clearly there are two problems.  The option to store my credit card information (which I NEVER use) doesnt work, nor does the option to opt out of your emails.  
  Proof would be shown in the form of an attached completed work order/invoice  from the company in charge of the website/payment processing fixing the problem.

  2.  Eliminate the words we donate from your website.  Setting up a go fund me for your own company for others to make contributions to YOU, is not donating.   Show proof of where these gofundme funds have been used for. 

  3.  Change the address on your website to the actual business address rather than deceiving consumers.  
  

  4. Id like to talk to the firefighter who founded the company for an explanation and apology.  This shouldnt be difficult if they actually exist.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/23/2025

  Hi *****,
  
  We noticed that this issue appears to be unresolved, so we just wanted to check in. Could you please confirm if youre still receiving our emails?
  Weve addressed your concern and, as requested, your credit card details have been removed from our system.
  
  Please let us know if theres anything else we can assist you with.

• Initial Complaint

  Date:11/15/2024

  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 ordered a Grill Rescue head and pad kit in July 2024. It came. I'm happy with it. Similar to the scam pattern I've read on the BBB site, I received another kit in October that I did not order. I called to find out how to return it. Three messages over the course of a week. No response. I called again today, and spoke with a women who told me I had a subscription. I do not believe I asked for a subscription. I cancelled it. She said I would have to pay for return shipment; I would need to return it in the same packaging. She said she sent me an email with instructions, but being cautious, I tried to keep her on the line until the email arrived. I received another email from another company while waiting, but nothing from Grill Rescue. The woman hung up on me.Ten minutes later, while writing this report, and no email from Grill Rescue. Clearly, a ripoff.

  Business Response

  Date: 11/25/2024

  Hi *******, 
  
  Thank you for reaching out and sharing your experience. I want to start by apologizing for the frustration and inconvenience this situation has caused. Your concerns are absolutely valid, and I appreciate you bringing them to our attention.
  
  I want to confirm that we have successfully canceled your subscription. You will not receive any further shipments or charges. Also, please find the attached return label to send back the unwanted kit at no cost to you. Once we receive the return, we will ensure your account is updated, and no further shipments will occur.
  
  Please know that your feedback is taken seriously. We are committed to addressing any gaps in communication and service to improve your experience. If you have any additional questions or concerns, Im here to help.
  

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22560937
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/28/2024

  Hi *******,
  
  Thank you for reaching out and for sharing the details of your return. I truly understand your frustration, especially after youve already covered the cost of shipping the product back. I value you as a customer and appreciate your patience throughout this process.
  
  While our policy states that customers are responsible for return shipping costs and that shipping fees are non-refundable, I recognize the inconvenience this situation has caused. As one of our valued customers, I will ensure that you receive a full refund of the purchase price of $56.50. 
  
  Unfortunately, we cannot reimburse the shipping costs incurred with the *******************, as this is outside of our standard refund policy. 
  
  I truly appreciate your understanding and the opportunity to make this right for you. Let me know if this works for you. 

  Customer Answer

  Date: 11/30/2024

   
  Complaint: 22560937
  
  I am rejecting this response because:

  Their responses are polite, but they miss the point.  Grill Rescue ripped me off.  I want to be made whole.
  
  I await notice that my credit card has been credited.
  
  I appreciate the advocacy of the BBB.  We need to put a stop to unethical business practices like those used by Grill Rescue.

  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/04/2024

  Type:Billing 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 ordered the brush on July 4th and received it in a timely fashion. On 10/04 I received and e-mail with a receipt that I had a replacement head coming. I called to have any recurring revenue cancelled and was told it would be done. I was also told I would receive an e-mail to that effect. Hours later I called again and had to leave a voicemail to ask for a call and e-mail confirmation. After reading the reviews i can see that this is a recurring revenue scam that they pull on everyone.

  Business Response

  Date: 10/08/2024

  Hi ******, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies and the frustration it has caused. Your satisfaction is our top priority.
  
  I sincerely apologize for the confusion and frustration surrounding the automatic order and the lack of follow-up. I want to clarify that, as per your previous order, you had opted for the subscription option, which provides a 30-40% discount on replacement heads. This is why, after three months, an automatic order was placed.
  
  I completely understand your concerns, especially after not receiving the promised email confirmation. I have personally confirmed that your subscription has been canceled, and you will no longer be charged moving forward. Additionally, you should have received the email confirmation by now, but please let me know if you havent, and I will resend it right away.
  
  I apologize again for the inconvenience and assure you we take this seriously. If you have any further concerns, Im here to help.

  Customer Answer

  Date: 10/08/2024

   
  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.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:09/23/2024

  Type:Delivery 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.

  6/13 - I placed an order for their main product through Instagram and my card was charged $66.19. 7/20 - I messaged them through Instagram asking for an update on my order since I had not received anything from them on shipping or even an order confirmation that wasnt from Instagram. 7/22 - I received an email directly from their customer service with an invoice attached for $5. There were no details in that email explaining what the invoice was for or any updates pertaining to my order so I responded asking what the heck was up. 7/23 - They responded saying that I hadnt paid the total amount (they claim it was an authorization issue) and there was a remaining balance that was owed before they could ship it.7/29 - At this point Fathers Day had passed (it was a gift for my dad) and I didnt trust they were actually going to ship my product so I asked them to cancel the order.8/22 - No response from them at this point so I reached out again via email. 8/27 - No response still so I reached out again via email. 8/29 - I called their customer service number and spoke to the *** about my issue. She apologized and said she would process the refund right away. I received an email shortly after that day confirming the refund but that there had been an issue and they were only able to refund me $59.25. They claimed they were unable to refund me the shipping fee and as a gesture of goodwill they were offering me a free product that I had no interest in. I told them them as such via email and requested that they refund me the full amount. 9/16 - I emailed again asking for a refund in full and again on 9/20. Still no response. 9/23 (today) - I called them again only to be told Id need to speak with a supervisor that was conveniently not available. I asked for the supervisors direct number or ext and the *** told me that wasnt an option and Id be called back in 30 minutes. Its now been over an hour and no phone call back.

  Business Response

  Date: 10/01/2024

  Hi Maddie, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  I'm really sorry to hear about your experience and all the back-and-forth you've had to deal with. I want to let you know that the refund of $59.25 was processed on 09/07, but I completely understand your frustration about the shipping fee and the lack of communication. It's unacceptable that you've had to wait this long and reach out multiple times without resolution.
  
  I'll make sure to escalate this further to ensure that your concerns are addressed. Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

  Customer Answer

  Date: 10/01/2024

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because: I have emailed and called with no answer to this issue. You tell me in your response here to reach out yet give me nowhere and no one to reach out to. Your customer service *** has told me her supervisor would call me back to address this issue and I never received a call back. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/08/2024

  Thanks for getting back to us, Maddie. Im truly sorry for the lack of communication and the frustration this has caused you. I completely understand how upsetting it is to not receive the follow-up you were promised, and I want to make sure we get this resolved for you right away.
  
  To make up for the inconvenience, I'd like to offer you a free brush. Again, I sincerely apologize and appreciate your patience. Were here to make things right.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because: I just want my money back. I dont want a fancy beer coozie, I dont want an apron and I dont want a free grill brush. I just want every ***** you charged to my card back. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/11/2024

  Dear Administrator,
  
  We attempted to process the refund on our end, but due to the order being placed through ********, were unable to refund the remaining amount directly. As a result, we would like to offer alternative solutions to resolve this issue.
  
  I attached a photo for your reference. Please let us know how we can proceed and solve the issue. 
  
  Thank you

  Customer Answer

  Date: 10/15/2024

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because: I understand the issue you are facing however that is an issue between you and ******** and is not my problem. I also know that there are ways to circumvent the issue you are seeing through ******* as Ive used ******* before. Just refund me my money and we can called this issue closed. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/22/2024

  Hi Maddie, 
  
  I completely understand your frustration, and Im sorry for the inconvenience this has caused. I truly appreciate your patience and your feedback. While I understand that this issue shouldn't have affected you, Id like to offer a solution that could add a little something extra for the trouble. Instead of the remaining refund of $6.94, Id be happy to send you a complimentary Beer ***** as a replacement. Here is the link for reference *************************************************************;
  
  I hope this gesture can help close the issue on a positive note. Let me know if this works for you, and again, thank you for your understanding!

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22324981
  
  I am rejecting this response because: You have already tried offering me free products of which I am not interested. I have no use for these items. My original purchase was a gift for someone else and because I never received the product I had to gift them something else. I don't want any of your products. I just want my money back. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/29/2024

  Hi Maddie, 
  
  I'm truly sorry for the frustration you've been through and for the impact this has had on your gift. I completely understand that youd prefer a refund rather than additional products.
  
  To move forward with processing your refund by check, could you please send over a screenshot showing the $66.19 transaction on your bank statement? This confirmation will help us ensure we have the correct information to issue your refund. Once we have that, well get your check mailed out promptly.
  
  Thank you for your patience, and I appreciate your help in completing this final step.

  Customer Answer

  Date: 11/04/2024

  Attached is a screenshot of the original purchase and what you refunded me so far. All that is due to me now is $6.94.

   

  Thank you.

  Customer Answer

  Date: 11/05/2024

  Sorry, I didnt hit add after uploading it. 

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22324981
  
  

  Hi ********,

  Here is the screenshot that the business requested. 

  
  

  Please let me know if you need anything else.
  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/11/2024

  Thanks, ******* I'll forward this to our accounting team so we can issue a check. Thank you for your patience and understanding. 

  Customer Answer

  Date: 12/13/2024

  This vendor reached out to me to confirm my details for the refund and now Ive been ghosted. Its been exactly one month since they last emailed me and I still have not received my full refund.

  Business Response

  Date: 04/24/2025

  Hi Maddie,
  
  Apologies for any inconvenience this may have caused. We noticed that this issue still appears to be unresolved. Were you able to receive the check we sent? Your confirmation will help us move forward and ensure everything is properly taken care of.

  Customer Answer

  Date: 04/24/2025

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/22/2024

  Type:Delivery 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.

  * Ordered grill brush, replacement pads and grill gloves in May 2024 for Fathers Day Gift * Cancelled Order by phone the second week of June as it became apparent order would not be delivered in time for Fathers Day * Received note from Grill Rescue on 6/21/24 advising that order would soon be ready for delivery. I wrote to Grill Rescue and advised that I had cancelled the order and requested a refund.* I contacted **************** and advised them of my problem and requested a credit.* Grill Rescue ignored cancellation and I received items on 9/5/24, approximately 3 months after I cancelled the order (and well past Fathers Day). I called and wrote to Grill Rescue requesting a return shipping label.* Followed up a couple times by e-mail and phone without resolution.* Finally Received a note on 9/22/24 informing me that I can return the package at my own expense (provided items were unused and in the original box). Note, the box was never opened and the items never used.* Wrote back to Grill Rescue and informed them that we are not paying to return items in an order that was cancelled nearly three months ago. We are contacting **** once again to ensure we are not charged.

  Customer Answer

  Date: 09/22/2024

   

  e-mail trail below...

  #########

  
  Danielle (Rescue) 
  Sep 22, 2024, 10:25 GMT-5 
  Hello ****, 
   
  To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
   
  You can return it to:
   
  Grill Rescue
  ********************************************************************************************************************
   
  Please Include:
  - Order Number
  - Full Name
  - Email Address
   
  You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will NOT be included in your refund.
   
  Kindly send us the tracking information. Once we receive your returned items, we will process your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
  Happy Grilling,
  
  ******** | **************** Representative
  **********************
  e: ********************************************************** | w: ******************************
  
  
  
  
  **** ********
  Sep 11, 2024, 17:34 GMT-5 
  ********,
  I have not received a return label (one phone call & 2 emails AFTER order was cancelled two months ago)
  Please forward as I am tired of the follow up.  If not received within the week, will get rid of the box & contents  accordingly.
  
  
  **** ********
  Sent from my iPhone
  
  Begin forwarded message:
  
  
  From: **** ******** <*******************************>
  Date: September 5, 2024 at 3:27:51?PM EDT
  To: Support <**********************************************************>
  Subject: Re: [Rescue] Return label Order #******
  
  
  ?I called a couple days ago when I received a text saying this was going to be delivered.
  
  
  This was a FATHERS Day gift and I cancelled when I never received the order!
  
  
  This has been a MOST FRUSTRATING experiencecheck your emails as you dont answer phone calls.
  
  
  Please send a return label or I will call my credit card company and refute the charge.
  
  
  Your company needs to get your act togetheran organization I wish to support however you are selling products you cant deliver on (on time) and your customer service beyond awful.
  
  
  
  
  **** Finnegan 
  
  On Sep 5, 2024, at 2:53?PM, ******** (Support) <**********************************************************> wrote:
  ##- Please type your reply above this line -##
  Your request (******) has been updated. To add additional comments, reply to this email.
  
  Danielle (Rescue) 
  Sep 5, 2024, 13:53 GMT-5 
  Hello ****, 
   
  Thanks for your email.
   
  May we know why you'd like to return your order? Also, if you could attach a photo of the correspondence you've had with us regarding the return label, it would be very helpful.
   
  I look forward to your response!
  Happy Grilling,
  
  ******** | **************** Representative
  **********************
  e: ********************************************************** | w: ******************************
  
  
  
  
  **** ********
  Sep 5, 2024, 13:49 GMT-5 
  Hello
  My order was cancelled a couple of months ago.
  Contacted your customer service and was advised a return label would be emailed to me.
  I have not received one. PLEASE send to my email so I may return the order.
  Thank you,
  **** ********
  ****************
  ******************
  This email is a service from Rescue. Delivered by Zendesk
  [7WYRNK-MR5XJ]
  
  
  
  
  
  **** ********
  Sep 5, 2024, 14:28 GMT-5 
  I called a couple days ago when I received a text saying this was going to be delivered.
  
  
  This was a FATHERS Day gift and I cancelled when I never received the order!
  
  
  This has been a MOST FRUSTRATING experiencecheck your emails as you dont answer phone calls.
  
  
  Please send a return label or I will call my credit card company and refute the charge.
  
  
  Your company needs to get your act togetheran organization I wish to support however you are selling products you cant deliver on (on time) and your customer service beyond awful.
  
  
  
  
  **** Finnegan 
  
  
  
  
  
  Danielle (Rescue) 
  Sep 5, 2024, 13:53 GMT-5 
  Hello ****, 
   
  Thanks for your email.
   
  May we know why you'd like to return your order? Also, if you could attach a photo of the correspondence you've had with us regarding the return label, it would be very helpful.
   
  I look forward to your response!
  Happy Grilling,
  
  ******** | **************** Representative
  **********************
  e: ********************************************************** | w: ******************************
  
  
  
  
  **** ********
  Sep 5, 2024, 13:49 GMT-5 
  Hello
  My order was cancelled a couple of months ago.
  Contacted your customer service and was advised a return label would be emailed to me.
  I have not received one. PLEASE send to my email so I may return the order.
  Thank you,
  **** ********
  ****************
  ******************
  This email is a service from Rescue. Delivered by Zendesk

  Business Response

  Date: 09/25/2024

  Hi ****,
  
  Thank you for your patience, and Im sorry again for the trouble youve experienced. As requested, please see the attached return label to send the product back.
  
  If you need anything else or have any questions, dont hesitate to reach out. Im here to make sure this is resolved smoothly for you.

  Customer Answer

  Date: 10/08/2024

  Hi ********,

   

  Grill Rescue LLC sent me a return label after filing a complaint with BBB.  I returned ALL items unopened on 9/26/24.  I assume they have received their products and consider my complaint resolved.  I appreciate your help in resolving this issue! 

  Many thanks,

  **** Finnegan  

  Customer Answer

  Date: 10/08/2024

   
  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:08/23/2024

  Type:Delivery 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 June 14th, 2024 I purchased Cleaning Heads (w/ Scraper) 1 and 1 **************** + 1 Dunk Tank 1 and chose a subscription package with next-day shipping for $84.74. On June 17th I emailed the company because I could not track my order and it said that my order # and email/phone number could not be found. Received an e-mail the next day stating that my order was delayed. Then as of 6/25/24 I emailed again explaining that I had still not received shipping & tracking information. The same day I received a response again apologizing for the delay and that they were still processing and fulfilling the shipment of my order. On 6/28/24 I sent another email stating that I had still not received any further information or the items I ordered. I never received a response to that e-mail. My item was finally delivered on 7/9/24, almost an entire month after ordering my items and paying for next-day shipping. On 7/16/24 I e-mailed the company to cancel my subscription since I was not satisfied with the customer service and how it took almost a month to receive something that I had paid for. It's been over a month and now today 8/23/24 I received an e-mail stating that they can only cancel the subscription after a third cycle which is not advertised when selecting the subscription and would not be until 12/18/24.

  Business Response

  Date: 08/26/2024

  Hi ******, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  I'm truly sorry to hear about the frustrating experience you've had with your order and subscription. Its clear that the delays and lack of timely communication have caused a lot of inconvenience, especially considering you paid for next-day shipping and didn't receive your items until nearly a month later. I understand how disappointing this must be, particularly when you were expecting prompt service.
  
  As for the subscription issue, I can see how not being informed about the cancellation policy beforehand adds to the frustration. Your feedback is incredibly important, and I want to assure you that we take it seriously.With this, we've successfully canceled your subscription and you will no longer be charged. You should also receive an email regarding your cancelation request.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.
  

  Customer Answer

  Date: 09/09/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/15/2024

  Type:Delivery 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.

  Ordered a product and did not select auto shipment of additional items. They automatically enrolled me in the auto ship for 3 months and will not cancel it

  Business Response

  Date: 08/26/2024

  Hi ****, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that your subscription has been canceled as per your request last 08/15. You will no longer be charged. You should also receive an email regarding your cancelation request.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

• Initial Complaint

  Date:08/14/2024

  Type:Delivery 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.

  On July 15th an order was placed for $106.23. We never got a tracking number or email confirming follow up details. We have tried to call and the 954 number does not work it says they arent available, emails keep bouncing back as undeliverable, the chat does not work on the website. We have Disputed with our back and it came back as unable to resolve so we couldnt get out money back . We clicked the option to cancel and nothing. We just want our $106.23 back.

  Business Response

  Date: 08/26/2024

  Hi ****, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  After thoroughly reviewing your order details, I see that one of the items you ordered is the Rescue Grilling Gloves, is a pre-sale item and won't be available until next week. We'll notify you as soon as your order is shipped. However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

• Initial Complaint

  Date:08/09/2024

  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 have tried with the telephone number supplied by Grill Rescue at least twenty times. Same recorded response. Which say to email them. Have emailed at least ********************************** the original box, never used. Sent Return receipt requested. Package was received. Signed for by Grill Rescue. That was a month ago. As usual no response by phone or email. Would just like my refund.

  Business Response

  Date: 08/19/2024

  Hi *****, 
  
  I'm reaching out to you personally regarding your recent experience with Grill Rescue. I want to extend my sincerest apologies for the delay in shipping your order and the frustration it has caused. Your satisfaction is our top priority.
  
  I'm really sorry to hear about the difficulties you've experienced trying to resolve this issue. I understand how frustrating it must be, especially after making so many attempts to reach out. Since there is an open dispute, we'll need to wait for the bank's decision before taking further action.
  
  However, I fully acknowledge that our communication regarding the shipping updates fell short, leaving you feeling frustrated and unheard. Please accept my heartfelt apologies for this oversight.
  
  Once again, I sincerely apologize for any inconvenience caused, and I appreciate your understanding. If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out. We're here to make things right and provide you with the best possible customer service.
  
  Thank you for your patience and for bringing this matter to our attention. We truly value your support and look forward to serving you better in the future.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22119131
  
  I am rejecting this response because:

  Soooo typical for this company.  They did not even read my complaint.  All I asked for was my refund.  Their "canned" response is all about placing an order with them and the delay in getting the order out to the customer.  Absolutely no relevance to the claim I made with BBB.  I have attached the proof of return to Grill Rescue.  I have had other people in the same boat as me.  Contact me on social media to say they are going through the same thing.  

  Thank you so much for your help and assistance in this matter.

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/26/2024

  Hi *****, 
  
  I'm truly sorry for the frustration this has caused. I understand how important this refund is to you. As much as we'd love to refund your order immediately, there is currently an open dispute with the bank. Unfortunately, we have to wait for the bank's decision before we can proceed further. We genuinely appreciate your patience and understanding during this time.
  
  If you need any more information or assistance, please don't hesitate to let us know.

• Initial Complaint

  Date:08/07/2024

  Type:Delivery 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 am reaching out to you regarding the Rescue purchase I made. I purchased the product in June, 2024 and received it on July 6, 2024. The one item that did not come with the order I purchased was the Dunk Tank. I have emailed their customer service group several times, only to be told they will let me know when it is shipped. After one month, I think that is more than enough time. I have been reading the reviews on ********* which are unfavorable about customer service. I have also sent messages to the two founders on LinkedIn, ********************************* and ***********************. Neither has responded back to me.Can someone please have them give me an honest answer as to when I will receive the product? Thank you,*****

  Customer Answer

  Date: 08/12/2024

  Hi, BBB,

  I want to let you know that I received the Dunk Tank from the company, Rescue, LLC on August 12th.  We can close the inquiry with them.  I appreciate your help with this matter. I will also notify the company that I received it too.

   

  Thank you,
  *****