Complaints

This profile includes complaints for Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller has 4 locations, listed below.

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• 

  Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

  1 Masterbuilt Ct Columbus, GA 31907-1313

  
• 

  Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

  5032 Milgen Ct Columbus, GA 31907-1311

  
• 

  Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

  2148 American Industrial Way Atlanta, GA 30341-2429

• 

  Masterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

  901 Fontaine Rd Phenix City, AL 36869-7806

  

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:02/04/2025

  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.

  We have had issues with not being to control temperature on Masterbuilt ** since it was purchased November 2. We contacted Masterbuilt and they sent a temperature probe which did not fix the problem. We then put in another service order and on Dec 9 under service order ******, Customer service said they would sent a control panel and new temp probe but there might be a shipping delay. On Jan 9, I reached out again after not hearing anything for 30 days. No response. On 22 Jan 2025 I reached out again and asked for a response. As of today 4 Feb still have not heard back. This is unacceptable. We have a $1500 unuseable BBQ that is under warranty. The replacement controller and temperature probe order number is ******

  Customer Answer

  Date: 02/05/2025

  Received the controller and probe this morning from Masterbuilt, Feb 5, 2025.  Will install today.  Never got the tracking notification they said they would send that it was shipped or an email from them that it was shipped which would have negated our need to get hold of the BBQ.  This resolves our issue.

  Business Response

  Date: 02/05/2025

  Thank you for the follow up. We apologize that you never received tracking notification or an email. If you continue to have issues with the unit, please respond back to your support case and the support representative will be more than happy to further troubleshoot. 

• Initial Complaint

  Date:01/03/2025

  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.

  After multiple attempts through Masterbuilt's "exclusively" online customer support, I'm not able to get my product support adequately resolved. Through my own fault, I broke the sensor that controlled the fan modulation. I contacted customer support. The agent provided a part number which was incorrect (Case #******). The part mentioned -- ********** -- was the grill thermometer. The parts page for my grill (**********) has no images of the parts, so I was not able to see what the part looked like. I opened a new case (******) explaining the issue and providing a picture. Today I received a generic troubleshooting email that was not at all helpful. It did not attempt to address my issue and the "available parts" link still does not show images. I would like Masterbuilt to provide the correct part at no additional cost -- since I've already paid for the part and shipping. I purchased ********** (the part given to me on my original request) on order # ******** for $27.03

  Business Response

  Date: 01/06/2025

  Good Morning,

  
  Thank you for reaching out to us and we are sorry to hear you are experiencing this issue. I have reviewed this case for you and we do see that a representative has requested a refund for the incorrect part, this part will not have to be returned. The part you need,  new fan base kit that includes the temperature wire sensor is being sent. The order number is ****** and shipping can take up to 14 business days. Tracking will be provided once the order is assigned to the carrier. If you need any further assistance please respond back directly to your support case.

  Thank you

  Customer Answer

  Date: 01/07/2025

   
  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:01/03/2025

  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 am writing to file a formal complaint regarding a faulty Masterbuilt Grill/Smoker that I purchased less than four months ago. Despite being a brand-new unit, the grill will not maintain a consistent temperature, which is a fundamental issue for its use. When the target temperature is set to 250°F, it frequently drops to as low as 116°F, disrupting cooking and making the grill unreliable for its intended purpose. After experiencing these issues, we contacted Masterbuilt customer service and started a warranty claim. We were assigned a case number, and after weeks of waiting, we received a replacement part that was supposed to resolve the problem. Unfortunately, the replacement part did not fix the issue, and we are still unable to use the grill. I am extremely dissatisfied with the entire process, which has left us without a functioning grill for a significant period of time. I purchased this grill as a gift for my husband for our 10-year anniversary, and we have been able to use it for 2.5 months out of the four months we’ve owned it. Masterbuilt sent a replacement part and assumed that the customer would be able to take apart the unit and install it. This is not something a typical customer should be expected to do, and it took my husband over half an hour to complete. The entire process has been incredibly time-consuming. We spent time contacting customer support, waiting for shipments, and attempting to install the replacement part, only to be disappointed when the issue remained unresolved. We are now left without a working grill, and we are unsure what to expect next. Is Masterbuilt going to send yet another replacement part for the same result? We should not be responsible for fixing a product that was poorly manufactured.I find it unacceptable that we paid over $500 for a product that has barely functioned and that the customer is expected to take on the burden of troubleshooting and fixing the issue.

  Business Response

  Date: 01/06/2025

  Good Morning,
  
  Thank you for reaching out. We are sorry to hear you are experiencing this issue. Please, for us to further assist you we would need the email that the customer support case was created under as we are unable to locate a case using the email you have provided. If the case was created under your husbands email/name would we would need that information to continue. The manufacture warranty does not include replacement/refunds but we are more than happy to look into this further. ******************************************* and if this was purchased from a different retailer the unit can be returned to the retailer for a refund/exchange. We are more than happy to send this information to our outbound call center to help further troubleshoot your unit. 

   

  Thank you

   

  Business Response

  Date: 01/07/2025

  Good Afternoon,
  
  Thank you for the follow up. We do see that your husband spoke with an outbound call team member, which went over our warranty policy and is placing an order for replacement parts which falls within the realm of the warranty. As discussed over the phone, an order was placed for a new controller and temperature probe. Tracking will be emailed to you once it has been assigned to the carrier. We ask that you please make sure to install the replacement parts once received so if any further assistance is needed we can be proactive. If further information is needed please have your husband respond directly to the support case. 

  
  Thank you, 
  
  

  Customer Answer

  Date: 01/08/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  I am waiting to see if this actually fixes the issue. I still think the company needs to rethink its policy of having customers fix issues with their products. What if it were me and I had zero idea about how to dissect a grill? 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/12/2024

  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.

  Purchased a Masterbuilt smoker from my local **** ***** on 11/18/24. Following the directions to season the smoker, I used to 11/23 and then on 11/28 and noticed bubbling. Assuming that it was from the meat that was cooked; I went to wipe and the interior paint peeled. I contacted Masterbuilt following their service protocol and was advised to peel the paint, reseason, and use a wire brush if it begins to rust. With less than 10 hours of use and a potential health risk with raw meat and peeling paint, I asked for a follow up. After two email with the escalation and a phone call, the team has been no responsive. I will try to return, but my concern is the health risk and I have other grill products that in years have never peeled. I am afraid to use the unit for health reasons.

  Business Response

  Date: 12/16/2024

  Thank you for reaching out. We are so sorry to hear you are experiencing this issue. I have reviewed your case, and I do see that you spoke with one of our outbound call representatives and they are sending you a replacement body kit. Your order is being processed for shipment. Once the order is assigned to the carrier you will be notified of the tracking information. For further assistance please do not hesitate to reach out in your support case.

  Customer Answer

  Date: 12/16/2024

  
  Better Business Bureau:
  
  Your engagement sparked the call that had been promised for more than a week. The follow up call occurred on Friday, and as of this email, I do not have confirmation of a tracking number to confirm shipment of the replacement item. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me; provided the item is received. 
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:12/06/2024

  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 bought this product online almost two weeks, 11/24. I asked for information regarding an estimated delivery date or shipping information. The company could not provide one. As such, I asked for a refund before the product as such since the company did not make the guaranteed promise “if ordered before December 9th will be delivered before Christmas”. The company refused to do a refund even though it does not go against their refund policy. The refund policy does not say anything about canceling an order before it has shipped. I’m the email below, they cited their Cancellation Policy which did not go to a legitimate webpage on their website.

  Business Response

  Date: 12/13/2024

  Hey *******,
  
  You initially reached out for a status on your order December 3rd and I see that the representative responded on December 4th letting you know that your order had not shipped yet but advised you the order should arrive before December 20th. On December 4th you replied requesting to cancel the order and the same day the representative responded stating that the order was unable to be cancelled due to the order being processed that same day. The cancelation policy on the website states that an order can be cancelled if the order has not been processed or shipped, which again was the reason we were unable to cancel the order. I apologize that you were unable to cancel your order but as the representative stated you can refuse the package and will be refunded once the returned shipment is received.
  

• Initial Complaint

  Date:11/04/2024

  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.

  There are definite design flaws and safety concerns with the model **** ************ ******* ********  Recently, I lit the grill, went into the house to gather up the food that I was preparing. When I returned to the griddle, there was flames coming out the vent holes on the front near the control knobs. I shut the valve on the propane tank, the fuel ceased to flow, although the wiring harness for the ignitors and the knobs continued to burn. After extinguishing the flames, the grill cooled down and I took the flat top off, revealing that a spider crawled in the gas supply tube. inside the tube, the spider laid eggs, blocking the flow, causing the gas to come out the front of the tube rather than through the distribution holes to heat the cast iron plate. I have made multiple attempts to contact the company via the contact us form on their website, I called the number provided by a leading search engine ************** which sent me to a recording stating to use the website. My wife and I both have tried to reach out on ******** as well, there has been no answer there as well. An acceptable resolution would be to get the parts to repair this, as well as potentially warning about this possibility. When I went to ******* (where I purchased), the salesmen on the floor thought it was crazy, as well as they agreed some simple screen around the air inlet would remedy this issue. I cannot find the knob and wiring harness, ignitor assembly anywhere for sale.

  Business Response

  Date: 11/06/2024

  Thank you for contacting Customer Support. We are sorry to hear you are experiencing this issue. I have reviewed your case and I do see that one of our specialists has reached out to you via email and needs to schedule to call with you to further assist you. Please make sure to direct all questions or concerns to the case so the assigned representative can continue to assist you through this process.

  Customer Answer

  Date: 11/14/2024

  I have heard from Char-Griller after they received your inquiry.   I provided photos and they have agreed to send the parts to me.  They are not in stock right now, I am awaiting further shipping information.
  

  Although the poor design is not being addressed, I was advised by the customer service rep to take the grill apart and check the gas tubes for obstruction.   Seems to be a lot of work, makes me wonder why I purchased their high end model.

  Thanks for inquiring on my behalf.

  Business Response

  Date: 11/14/2024

  Good afternoon,
  
  Thank you for reaching back out. We are happy to hear that replacements parts are being sent to correct the issues you are having. Please just make sure to keep the unit cleaned before and after each cook to prevent obstruction of the burner tubes. I have reviewed your order, and I do see that the hrv kit assembly shipped via *****, ************. As soon as the carrier has been assigned the delivery date will be added. Once the remaining parts are processed the tracking number will be provided to you. The sparker tips are on backorder but are expected to arrive early December. Please for shipment updates respond back to your support case. 
  
  Thank you

• Initial Complaint

  Date:10/01/2024

  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.

  Since purchasing a Konnected Joe from ********* in Feb 28th 2024, I have encountered the following problems: April 15, 2024 (Case# ******): Faulty AFS – part was replaced. May 10, 2024 (Case# *****7): Lower shell crumbled under the hinge – replacement part did not fit. May 14, 2024 (Case# ******): Blower fan was inoperative – part was replaced. Oct 02, 2024 (Case#******): The lower shell issue from May 10 remains unresolved. The correct part has been on backorder, and I have been informed that it will not be available until the end of October. As a result, my grill has been sitting in pieces on my garage floor for several months. Customer Service is almost non-existent and will only email. It takes days to get a response. I have asked for a refund or replacement grill as it is unreasonable to expect a customer to do this much maintenance on a new product due to faulty original and replacement parts. I have had the grill 218 days and have only been able to cook on it less than 8 times.

  Business Response

  Date: 10/01/2024

  Hello *****, we are sorry to hear that you have experienced functionality issues with your recently purchase Konnected Joe, however we appreciate that you brought this experience to our attention so it can be addressed. Regarding your request for a refund or exchange, we cannot proceed as this would need to be handled within the retailer. According to your information, this would be **** ***** as our manufacturer warranty issues replacement components based on diagnostics that consumer has provided. We have included a link that features our warranty terms and conditions for further reference. I do see that one or your replacement parts is currently on back order and will do our best to get that out to you as soon as available. With multiple delays with customs, and severe weather, we appreciate your patience during that time. For the inconvenience of the delay, we would be happy to offer you one of the following accessories. 

  Business Response

  Date: 10/03/2024

  Thank you. We are offering the Karbon Steel Griddle

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

• Initial Complaint

  Date:09/19/2024

  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.

  My issue is concerning the Masterbulit gravity fed 900 series smoker grill. I’ve owned the grill for less than an year and only use it a few times a month. I have now algae to file over three warranty claims on this unit. 3 different times it was the wire/ sensors that’s make the fan work. I had to replace them multiple times causing me to pull the grill apart to fix the issues. Now about a week ago the power button on the display has a hole all the way through it and I can’t even turn on the grill. This is totally unacceptable for a unit less than a year with not much use. I have reached out to the company asking for a full replacement or refund. I’m sick and tired every full months when I want to use the smoker and something doesn’t work. The company tells me that they can only send out parts to fix the warranty items. What happens as soon as this goes out of warranty? If it broke 4 times in less than a year, the second year will probably be more and I’ll be stuck trying to fix it.

  Business Response

  Date: 09/20/2024

  Good Morning,
  
  Thank you for reaching out. We are sorry to hear you are experiencing this issue. We have received your case and the correct information was provided. The manufacture warranty is for replacement parts only , we are more than happier to send a new controller and power cord  that will fix the issues you are inquiring . We noticed that there is not a grill registration for this unit and you have multiply cases with different model numbers. Can you please provide your purchase receipt from ****** and the model number located off the back of the unit and we would be more than happier to assist you with the replacement. Refunds and exchanges are only done through the retailer only. I have included the warranty link for your viewing.   

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

• Initial Complaint

  Date:09/16/2024

  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 new 5050 Char-griller gas and charcoal grill grill from *******. They ordered me a new one because the floor model had a big dent/gap in the hood.I open the bx and my grill hood has the same exact big dent/gap in the hood and it will affect the cooking.I tried to put the frame together and it is missing the axle and hubcaps to attach the wheels.I am 76 years old and have back problems.This grill is heavy and the wheels are a must in my condition.I registered my grill and filed a complaint with char-griller.I sent pictures of the problems.I was sent a case #****** but that was seven days ago.No response from them and the phone goes to a voice mail and the mail box is full.I paid $449 for this grill. I see these is a common problem with char griller after doing some research.I am shocked because I thought they seemed to be a good company? I just want what I overpaid for on this purchase. I want a #2 hood replacement,axle for my wheels and hubcaps for my wheels.

  Business Response

  Date: 09/16/2024

  Thank you for contacting Customer Support. We are sorry to hear that you experienced a delay with replacement parts for the damaged order. We did receive case ****** and all the submitted pictures. We have placed order ****** for Top Half Charcoal Lid, Hub Cap x2, and Axle. Tracking will be provided to your email once the order is assigned by the carrier. A representative will respond with confirmation to your case. Please make sure to direct all questions or concerns to the case so the assigned representative can continue to assist you through this process. Again, we apologize for any inconvenience the delay may have caused and appreciate the opportunity to provide you with a resolution.

  Customer Answer

  Date: 09/16/2024

  
  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:08/26/2024

  Type:Customer Service 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 just want customer service, which is unavailable by phone (per vx) and drop-down menus on webform are non functional. my #**** grille uses a drawer catch, but there is no visible hole to mount it. thank you.

  Business Response

  Date: 08/26/2024

  Good afternoon, I reviewed case ****** and see that you requested a PDF or link of the manual. This was provided to you on this date, 8/22. The case was then completed as no further action was necessary. Are you requesting a phone call for another inquiry that is not for related to the manual? If so, I would be happy to schedule a call. Please respond to the case the best time and we can proceed. 

  Customer Answer

  Date: 08/28/2024

  agent from char-broil called and solved my problem completely 28Aug2024, couldn't have happened without your help, thank to all!