ComplaintsforMasterbuilt Manufacturing, Inc. Kamado Joe, Char-Griller

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is part of the email I sent them. My case number is ******..I got my Masterbuilt electric smoker and cover for Father Day this year 2023 from my kids. Finally seasoned it yesterday. Got ready to cook the first thing on it today ****** ***** for bbq. Well, the thing wouldn't come on and I checked the plug in, and it was kicked out and wasn't working. So, I reset it and plug it back in as soon as I plugged it back in it kicked it out again, and again and again. I saw page after page and website after websites that people were having problems with their Masterbuilt products.So I thought well this thing is brand new and never been used until yesterday and it already shocked me and won't come on. I got shocked by the control panel right as the plug in kicked out. Also just called the support number and they were no help and your chat box evidently has been deleted from your website. The 1-800 number also said there would be someone contact me withing 24 hours to see what was going on. I filed the first complaint Monday and have not heard from anybody from you company. The manual said it was a faulty control panel. I unpacked it and assembled it 2 or 3 weeks ago and discarded the box so I can't send it back to the seller. Model number **********.. Serial number *********

  Business response

  07/17/2023

  Hello,

   

  Thank you for reaching out. I was able to locate your case and have escalated this for you.  A representative will be in contact via phone to assist with troubleshooting. 

   

  Thank you,

  Customer response

  07/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Masterbuilt smoker on the *** of Aug, 2022. In the spring of 2023 the unit began to fail to turn on. It would trip a breaker and or *** as soon as it was plugged in. I contacted masterbuilt to explain that there was a defect in the drain which cause the interior cavity to fill with water and rotten grease. It smells terrible. On ****23 they stated that this was under warrant and they would send me a new unit ( see the screen shot of the email from them) In the last 6 weeks they have neither shipped me a new unit nor provided any update other than "there have been delays." I have asked repeatedly for a meaningful update other than the cookie cutter response. I've asked repeatedly to speak, on the phone, to a supervisor to find out what is going on.

  Business response

  07/17/2023

  Good morning, 

   

  I apologize for they delay you are experiencing. I was able to locate your warranty case and warranty order for the new body kit. I have sent an urgent request on your order to the warehouse and that will ship out as soon as possible. You should receive an email with tracking information once it has been assigned. 

   

  Thanks, 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********** I purchased a Masterbuilt 560 Gravity Series at **** ***** in ***** **** NC. We were only able to use the grill twice before it started not working properly. We also bought a grill cover to make sure this $897 grill stays clean and out of the weather. The grill started heating up passed the set temperature and would only decrease when I open the grill. The grill never reached the desired temperature. The grill is difficult to start even with a fire starter and the slides pulled. Error codes keep popping up and there are times when the grill doesn’t heat up enough to cook food. I filed a claim ********* on the Masterbuilt website where I was sent an automated Email stating someone from the company would contact me within 5 business days. It is now ********** and I have heard nothing from the company. I posted a review on a masterbuilt ******** ad on ********** where the company messaged me asking for my claim number when I replied I was told someone from their customer support team would reach out within 24-48 hours. I have called every customer service number and keep getting an automated message stating that they handle warranty and customer service strictly online. This has been the worst possible experience that I have ever had with a product.

  Business response

  07/13/2023

  Good afternoon, 

  
  Thank you for reaching out. I am so sorry for the delay. I have located your warranty case ****** and have escalated this for you. You will receive a call tomorrow morning to the number ending in ****. 

   

  Thank you,

  Customer response

  07/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have put my trust into this product spending my hard earned money and the product did not meet quality standards. I am unable to use the product and have kept the product in proper condition. I now have a debt on my **** ***** credit card which is affecting my credit score for a product that is useless to me. When I was called I was told that the warranty department does not offer refunds but replacement parts. I should not have to manually work on a product of your company for faulty components/ faulty product. Please issue me a refund.

  
  Sincerely,
  
  *** ******

  Business response

  07/31/2023

  Hello,

   

  The manufacture warranty is for parts only. I do see here where a representative has reached out and an order was placed for temperature gauge kit and temperature probe kit. We do not offer full unit refunds. You would need to reach out to the retailer the grill was purchased from regarding their return/refund policy. 

  Thank you,

• Initial Complaint

  06/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Been 4 weeks since i ordered a ******* *** from Masterbuilt. Still has not shipped, no way to contact them over the phone, only via online support, which yields no results as they always use canned messages.

  Business response

  06/28/2023

  Thank you for reaching out. I apologize for the delay in order processing. Currently, we estimate 21 business days for processing from the date the order was placed. This excludes weekends and holidays. Since this order was placed on ***/2023, today is the 14th business day. If you haven't received tracking information by the 21st business day of ****/2023, please complete our Contact Us form featured on our website and we can look into it for you. 

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

  I have also sent over a urgent request to our shipping team to see about having this order shipped out as soon as possible for you. 

   

  Thank you,

   

  Customer response

  07/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: Shipping said it will be at my house by **** ***** In no way did it state it could be 21 business days or a month to receive during the checkout process.
  
  Sincerely,
  
  **** *****

  Business response

  07/12/2023

  Good afternoon, 

  
  Thank you for reaching out. All orders have a 21 business day processing time to shipping. We do not provide delivery dates upon purchase as we can not guarantee a delivery time frame until the order has been picked up by the carrier and they confirm a delivery appointment. I do see ESTES delivered this order on ****2023 for you. 

  
  Thank you, 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a smoker from masterbuilt website on *******23. Until now there is no response to when will the product be shipped. I logged in their site all it says under order fulfillment the status is unfulfilled. I tried contacting the company all I get is a bot texting. I also opened up a case with them thru their site also. I’m still waiting on their response. I would like to get my money back. This is the worst company I’ve dealt with.

  Business response

  06/23/2023

  Good afternoon, 

  
  Thank you for reaching out. All orders have a 21 business day processing time. I am showing this order was picked today and will be shipping out shortly. Since it has began shipping, we are unable to cancel the order. You should receive an email with tracking information shortly. 

   

  Thank you, 

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April I contacted customer service when my smoker was not functioning. A case number of ***** was assigned. Over the course of a month an element was sent which did not fix the problem, and a controller which did not work. On May ** I sent an email informing customer service that the controller was not working, and I requested to speak with a supervisor and there was no response. I created another ticket and was assigned number ******. I did not receive any follow up after this. I am very disappointed that my smoker is still under warranty and that Masterbuilt is not honoring the warranty. I would like either a replacement or a refund.

  Business response

  06/16/2023

  Hello ****** ******,

   

  Thank you for reaching out. I am so sorry to hear you are experiencing issues still with your unit. A representative will be in touch shortly via your case number to set up a call to get those issues resolved for you. 

   

  Thank you, 

  Customer response

  06/20/2023

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

  Mindy G***** reached out to set up a phone call. I responded by email that I would be available today at 0900 and I provided my contact information. I cleared my schedule at work to facilitate this call and Mindy did not contact me for the phone call. 

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

  Business response

  06/27/2023

  Good afternoon, 

  
  Thank you for reaching out. I do see phone contact was made on ****/2023 and that a warranty order has been placed for a new body kit. This order has shipped with *** tracking number 1ZA2R4450396231543.

  
  Thank you,

  Nancy 

  Customer response

  06/29/2023

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

  The Body kit I received was damaged so badly that it is not useable. I am hoping that a replacement will be sent soon. 

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

  Business response

  07/13/2023

  Good afternoon, 

   

  I am so sorry to hear it arrived damaged. I do see you have been in contact with our management team and they have reshipped out a new body and spoke with our warehouse supervisor as well. This new body is showing it arrived on ***/2023 with tracking ******************. Did this arrive in good condition for you?

   

  Thank you,

   

  Customer response

  07/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  06/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On ***** ***** 2023 we purchased a pizza oven attachment for the master build gravity series grills directly from the MasterBuilt website. As of today **** ***** 2023 the item still has not shipped. Our card was charged on ***** **** for the full value of the product and we cannot get an answer from customer service in regards to the shipment. If the item is back ordered our card should not have been charged until the product shipped.

  Business response

  06/15/2023

  Good afternoon, 

   

  Thank you for reaching out. I apologize for the delay in shipping. We are currently experiencing delays in order processing due to high order volume. I do see where this order was added to our shipping teams urgent tracker on ****/2023. However, we can not provide a shipping ETA at this time. I have went ahead and cancelled the order for a full refund.  Please allow 7-10 days for the refund to show back on the form of payment used during checkout. 

   

  Thank you,

  Nancy 

  Customer response

  07/21/2023

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

  We have not received a refund for the product. It’s been one month since this response was sent.

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

  Business response

  07/25/2023

  Hello,

   

  I apologize for the delay. I was able to locate your order, and the refund is being processed. Please allow 3-5 business days for it to appear back on the form of payment used during check out.

  
  Thank You,

  Customer response

  07/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ****** *** grill from their website on ***** *** 2023. The grill was delivered with damage to the body and with a bent hinge assembly. I reached out to customer service several times . The company refused to allow a return/replacement without me paying for the shipping. Their solution was an offer to send me a bottle of touchup paint and a new hinge assembly. I was told that the paint damage would not affect the usage of the grill. Customer service can only tell me that the order is being processed and cannot or will not give me a delivery date .

  Business response

  05/31/2023

  Hello ****** *******, 
  
  
  
  I am so sorry to hear your unit arrived with damage. The manufacture warranty covers replacement parts only for items covered for damage within the warranty. The manufacture warranty does not cover paint. ****** *** does not cover the cost of shipping on orders made on our website or returns. I was able to locate your warranty case and order for the hinge assembly and touch up paint. This order was placed on *****2023. All orders have a 21 business day delivery time frame from the date of order. This order is in processing. However, we will not be able to see a delivery date until the order has shipped and the shipping carrier provides their estimated delivery date. You will receive an email once tracking has been assigned to the order. I was also able to locate an additional order placed on the 23rd for a free 2 pack bag of charcoal for the inconvenience. You will also receive an email when this item ships. 
  
  
  
  Thank you,  

  Customer response

  05/31/2023

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

   the issue is not a warranty issue. The item was delivered damaged . The damage was there before I received the item.  I now have a damaged grill with a broken hinge that I will have to wait for parts for and will have to repair myself . I ordered a new grill and received a damaged one . 
  

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

  Business response

  06/02/2023

  Good morning, 

   

  Thank you for reaching out. When an item is damaged during delivery, it is covered under the manufacture warranty for damaged, missing, or defective parts upon purchase. This includes items purchased through retailers as well as through our direct website. ****** *** strives to ensure we make this process as simple for you as possible and will send replacement parts to get you the grill that you paid for such as the order that was processed for your unit. Your two orders are in processing and should ship out here soon. Again all orders have a 21 business day delivery time frame from the date of order. However, you will receive an email as soon as this has shipped out. We have also added an urgent request with our shipping team to see if they can get this shipped out sooner for you. I apologize the unit you received was damaged during transit. 

   

  Thank you,

  ****** *** 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, My Char-Griller Pellet Grill Model **** that I purchased on ****/2023 is defective and Char-Griller agrees that it is defective. They, however, will not provide me with a replacement part, a refund, or an alternative model because they said the parts for it are discontinued. Char-Griller admits it is under warranty, but is refusing to honor it because of what I stated above. Additionally, the Char-Griller thermometer I purchased is also defective and now they won't reply to me about that either. I have included a copy of my email communications. I would find any of these three resolutions acceptable, but I do not find refusal to honor the warranty to be an acceptable response.

  Business response

  05/25/2023

  Good morning ******* ****, 

  Thank you for reaching out. I was able to locate your case. We have escalated your case to our management team and a supervisor will be in touch shortly.

  Thank you, 

   

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had requested a replacement smoker body kit because the original one arrived damaged. I requested it be shipped to a different address than what was on file, which they confirmed had been updated. They still shipped it to the incorrect address. I have been reaching out via email, I even opened a new support ticket about it, gave them 5 business days to reply (which they say). I have heard nothing from them for two weeks. They also INSISTED I physically cut the power cable to the old smoker body kit before they shipped the replacement to the INCORRECT address. So I do not have a smoker and I'm out about $300 and I am getting NOTHING back from them.

  Business response

  04/18/2023

  Hello ******* *******

  Thank you for reaching out. I am so sorry to hear you experienced issues with your replacement part order. I was able to locate your case here and I do see it was escalated for review. A replacement order to the correct ******* ** address has been placed and should be shipping out for you soon. You should receive an email once tracking has been assigned as well. If I can be of any further assistance, please don't hesitate to reach out. 

   

  Thank you, 

  Customer response

  04/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I asked for a refund through the BBB, not a reshipment
  Sincerely,
  
  ******* ******

  Business response

  04/28/2023

  Good afternoon,

   

  I am sorry that there was damage to your brand new unit and that the initial replacement body was shipped to the incorrect address before the update to the address was made. I do see where a supervisor was able to reprocess an order for the replacement body and reached out to let you know that the warehouse was getting the replacement shipped out to the correct address right away. This was delivered on ****/2023. We are able to send out replacement parts under the warranty to rectify what is causing the issue, but are not able to provide refunds in place of a warrantied item.

  Thank you,

  Customer response

  05/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

*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. ↩