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:02/03/2025

  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 purchased a smoker from RecTeq on ******* ****, and it was handed over to ***** Shipping on ******* ****. Despite an expected delivery between ******* **** and ****, the shipment has been delayed and mishandled. I've contacted both RecTeq and ***** multiple times, but neither has provided a clear delivery status. RecTeq has been unhelpful and even threatened a return shipping charge if I canceled the order. As of now, the order still shows fulfilled, but I haven't received the product or a refund. I need this resolved quickly. If RecTeq can still deliver the smoker, great. If not, please return my money so I can buy something else. I added a longer description in the supporting documents section.

  Business Response

  Date: 02/03/2025

  Being handled privately with the customer. 

  Customer Answer

  Date: 02/06/2025

  
  Complaint: 22893417
  
  I am rejecting this response because:

  The order was canceled on Friday *** ** by your company. I have not received a refund, my ****** account is still showing I owe installment payments, and the order still shows fullfilled on my ******** account. This needs be resolved ASAP. This lack of action and attention to detail is another example of how poorly your company handled my order. It is disappointing your company did not make any attempt at making me whole with this situation. All it has cost me is time and aggravation. The lack of attempt to correct your mistakes and make me a satisfied customer was non existen.  You have a long way to go to having good customer support. I would hope you would have taken the time to learn from this, take accountability, and prevent these issues from happening again.  I would expect someone from your company to contact me directly, that can fix my issues and has the ability to improve your processes. BBB complaints should be an opportunity for improvement.  I am tempted to provide reviews of my experience to keep people from buying your products at this point.

  
  Sincerely,
  
  *** ******

  Business Response

  Date: 02/14/2025

  The customer has been issued a FULL refund by us even though he asked multiple times on a recorded line to cancel the order that arrived at the destination terminal well within the stated delivery window. Normally the customer would be subject to return shipping and restocking fees as stated in the shipping agreement at the time of purchase. However, the company has gone above and beyond in waiving the fees. We consider the matter closed. 

  Customer Answer

  Date: 02/24/2025

  
  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: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.

  I am writing to express my concerns regarding the Reqtec Backyard Beast 1000 grill, which I purchased in ***** **** for a total of $1,390, including several accessories. As per the warranty, I understand that the grill is covered for a limited six years against defects in material and workmanship under normal residential use. Initially, the grill performed awesome during the first ten cooking sessions. However, I have since encountered significant temperature inconsistencies, with readings spiking between 50 to 75 degrees above the set temperature. Additionally, I have experienced issues with the notifications to my phone, which have become sporadic or nonexistent after each cooking session. I have reached out to customer service on four separate occasions seeking assistance. Each time, I have been guided through the same troubleshooting steps, yet the issues persist. During my most recent conversation, I was informed that the problem might be related to the tin foil liner over the drip pan. Really! That was their answer. You have got to be kidding me. Is the tin foil causing interference with the radio frequencies from the grill to my phone? Is the foil making additional unwanted heat? Please, give me a break. I clearly have an issue that they can't or won't try and resolve. This suggestion is ridiculous. It is disheartening to feel that my concerns are not being adequately addressed, especially given that I have owned the grill for less than a year and have experienced ongoing performance issues.

  Business Response

  Date: 12/12/2024

  Our agents are trained to follow certain troubleshooting procedures to rule out any mechanical issue and determine if it is something simpler. We do this to save the customer from performing any unnecessary maintenance or disassembly of the grills if it is not warranted. We do not want to cause further frustration to the customer. Foil hanging over the drip pan can disturb the air flow and hinder the grill from performing as designed, causing temperature fluctuations in some instances. It will not have any effect on the connectivity of the grill to WiFi or the app. Our agents made the determination there are no mechanical issues with the grill. However, there are times when more aggressive measures need to be taken. The company will reach out to the customer directly to further address his concerns and provide a resolution agreeable to both parties.   

  Business Response

  Date: 01/07/2025

  We have reached out to the customer for final resolution and are awaiting his response. 

  Customer Answer

  Date: 01/09/2025

  
  Complaint: ********
  
  I must respectfully reject the proposed resolution, as I was assured by your customer service team that I would be contacted in late December to assist in resolving the issue at hand. Unfortunately, I did not receive any follow-up communication as promised.

  
  Furthermore, the latest correspondence I received on ******* *, ****, indicated that a refund would be processed upon the return of the unit. I want to emphasize that I will not be satisfied until this transaction is fully completed, and all funds are returned as stated.

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

  Business Response

  Date: 01/27/2025

  The customer's grill has been picked up and he was been given a full refund. We are able to consider this matter closed. 

  Customer Answer

  Date: 01/29/2025

  
  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:11/07/2024

  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.

  I bought a $1000 grill a few years ago and it’s still under warranty and their warranty is useless. They expect you to do all the work (I’ve already spent hours on the phone with them and another 3 plus hours trying to fix their defective product) on your time or hire someone (not them) to fix THEIR product when it stops working! If you call for service they will give you a list of 15 tools you need to be your own repair tech. This company is a joke! Their warranty is a piece of paper only. I tried to work this out with customer service and it was useless.

  Business Response

  Date: 11/15/2024

  Hello, 
      
      Thank you for giving us the opportunity to respond! We proudly stand behind our products but customer satisfaction is our top priority. We also pride ourselves on our customer service quality. I will paste the warranty in its entirety from our website but this excerpt is the most relevant response to the complaint.
  
  "During the term of the limited warranty, recteq’s obligation shall be limited to replacement of covered, failed components. recteq will repair or replace parts returned to RTO, freight prepaid if the part(s) are found by recteq to be defective upon examination. recteq shall not be liable for transportation charges, labor costs, or export duties."
  
  We would be happy to continue troubleshooting whenever the customer is near his grill and we would be happy to replace any necessary parts. The customer is encouraged to call us whenever they are near their grill. ###-###-#### 9-7 M-F 9-3 Sat. 
  
  I will also attach our return policy for added clarity. Since the order in question was placed 3/28/2021, he is not eligible for return. 
  
  Have a great day.
  
  Warranty:
  
  ******
  FOUR (4) Year Limited Warranty
  This limited warranty covers the ****** Wood Pellet Grill manufactured by recteq, LLC (recteq). The ****** carries a 4-year limited warranty from the date of purchase by the original owner against defects in material and workmanship when subjected to normal residential use. Limited warranty does not apply to paint or damage caused from corrosion.
  
  Conditions of Limited Warranty
  During the term of the limited warranty, recteq’s obligation shall be limited to replacement of covered, failed components. recteq will repair or replace parts returned to RTO, freight prepaid if the part(s) are found by recteq to be defective upon examination. recteq shall not be liable for transportation charges, labor costs, or export duties.
  recteq takes every precaution to utilize materials that retard rust including the use of high temperature paint where advisable. Even with these safeguards, the protective coatings can be compromised by various substances and conditions beyond RTI’s control. High temperatures, excessive humidity, chlorine, industrial fumes, fertilizers, lawn pesticides and salt are some of the substances that can affect paint and metal coatings. For these reasons, the limited warranties DO NOT COVER RUST OR OXIDATION.
  The warranty is based on residential use. Warranty coverage does not apply to products use in commercial applications.
  
  Exceptions to the Limited Warranty
  There is no written or implied performance warranty on recteq pellet grills, as the manufacturer has no control over the installation, operations, cleaning, maintenance, or the type of fuel burned. This limited warranty will not apply nor will recteq assume responsibility if your product has not been installed, operated, cleaned, and maintained in strict accordance with the manufacturer’s instructions. The warranty does not cover damage or breakage due to misuse, improper handling, or modifications. NEITHER THE MANUFACTURER, NOR THE SUPPLIERS TO THE PURCHASER ACCEPTS RESPONSIBILITY, LEGAL OR OTHERWISE, FOR THE INCIDENTAL OR CONSEQUENTIAL DAMAGE TO THE PROPERTY OR PERSONS RESULTING FROM THE USE OF THIS PRODUCT. ANY WARRANTY IMPLIED BY LAW, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS, SHALL BE LIMITED TO FOUR (4) YEARS FROM THE DATE OF ORIGINAL PURCHASE. WHETHER A CLAIM IS MADE AGAINST THE MANUFACTURER BASED ON THE BREACH OF THIS WARRANTY OR ANY OTHER TYPE OF WARRANTY EXPRESSED OR IMPLIED BY LAW, MANUFACTURER SHALL IN NO EVENT BE LIABLE FOR ANY SPECIAL, INDIRECT, CONSEQUENTIAL OR OTHER DAMAGES OF ANY NATURE WHATSOVEVER IN EXCESS OF THE ORIGINAL PURCHASE PRICE OF THIS PRODUCT. ALL WARRANTIES BY MANUFACTURER ARE SET FORTH HEREIN AND NO CLAIM SHALL BE MADE AGAINST MANUFACTURER OR ANY ORAL WARRANTY OR REPRESENTATION. Some states do not allow the exclusion or limitation of incidental or consequential damages, or limitations of implied warranties, so the limitations or exclusions set forth in this limited warranty may not apply to you. This limited warranty gives you specific legal rights and you may have other rights, which vary from state to state. The limited warranty for FOUR (4) YEARS is in lieu of all other warranties expressed or implied, at law or otherwise, and recteq does not authorize any person or representative to assume for recteq any obligation or liability in connection with the sale of this product. This means that no warranties, either expressed or implied are extended to persons who purchase the product from anyone other than recteq or an authorized recteq distributer.
  
  Procedure for Warranty Service
  Call recteq at ###-###-#### for repair or replacement of your covered parts. Be prepared to furnish the following information:
  Purchaser’s name, model, and serial number of grill.
  Date of purchase.
  An accurate description of the problem.
  
  -----
  
  RETURN POLICY
  You may return most items within 30 days of delivery for a full refund of your purchase price. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). recteq, LLC reserves the right to withhold any applicable shipping charges, plus a 15% re-stocking fee, from the refund amount of any returned order that is not the result of an incorrect or defective item.
  
  You should expect to receive your refund within four weeks of giving your package to the return shipper. However, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes for us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
  
  If you need to return an item, simply contact us at ###-###-#### and one of our team members will assist you with our return procedure. We'll notify you via e-mail of your refund once we've received and processed the returned item.
  
  IF YOU HAVE ANY QUESTIONS REGARDING SHIPPING, DELIVERY, OR RETURNS; PLEASE GIVE US A CALL ###-###-####.
  

  Customer Answer

  Date: 11/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am not a grill repair technician. When you sell faulty products that break or stop working you should replace and repair based on the cost of this grill.  I already spent 3 plus hours doing what they asked initially and it didn’ fix anything. I asked for a replacement after that and I was told let’s do all this all over again which Is just a stall tactic by a company with shady business practices to frustrate customers who waste their money on their products. 

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

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: March 2024 Cost: ~$500 I purchased the grill and was only able to use it 5-6 times before the motor went out. I contacted the company due to having a warranty and the company shipped me the part to replace which was very difficult to change. I used the grill 2-3 more times then the board went out and the grill no longer received power. I contacted the company again and they say they can send more parts. I told them I need a refund and they refused stating they can send the replacement parts. I am disabled and unable to continue trying to fix this grill that is not even six months old that I have warranty on.

  Business Response

  Date: 08/21/2024

  Thank you for giving us the opportunity to respond. The grill in question was purchased January 11th 2024. We only have one call on record with the customer (July 2024). He has emailed us saying that he has taken a voltmeter to his controller and has determined it is not working. We gave him further steps to troubleshoot and have not heard back. We have a thirty day return policy that I will attach below, past that we offer world-class customer service and are happy to walk our customers through any troubles they may face. His specific grill has a (2) year parts warranty which we have shown we have no issue honoring. I will attach an explaination of the warranty below as well. We support our customers and would be happy to continue troubleshooting this customers grill. We will have him smoking in no time! Have a great day! 
  
   Most items may be returned within 30 days of delivery for a refund. We will also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). recteq, LLC reserves the right to withhold any applicable shipping charges, plus a 15% re-stocking fee, from the refund amount of any returned order that is not the result of an incorrect or defective item.
  
  This limited warranty covers the ******** **** **** ****** ***** manufactured by “recteq,
  LLC.” The ******** carries a 2-year limited warranty from the date of purchase by the original owner
  against defects in material and workmanship when subjected to normal residential use. Limited
  warranty does not apply to paint, grill cover, or damage caused from corrosion.
  Conditions of Limited Warranty
  1. During the term of the limited warranty, recteq, LLC’s obligation shall be limited to replacement of covered,
  failed components. recteq will repair or replace parts returned to recteq, freight prepaid, if the part(s) are
  found by recteq to be defective upon examination. recteq shall not be liable for
  transportation charges, labor costs, or export duties.
  2. recteq takes every precaution to utilize materials that retard rust including the use of high temperature
  paint and stainless steel where advisable. Even with these safeguards, the protective coatings can be
  compromised by various substances and conditions beyond recteq’s control. High temperatures, excessive
  humidity, chlorine, industrial fumes, fertilizers, lawn pesticides, and salt are some of the substances that
  can affect paint and metal coatings. For these reasons, the limited warranties DOES NOT COVER RUST OR
  OXIDATION FOR ANY REASON.
  3. The warranty is based on residential use. Warranty coverage does not apply to products used in
  commercial applications.
  Exceptions to the Limited Warranty
  There is no written or implied performance warranty on recteq, as the manufacturer has no control over the
  installation, operations, cleaning, maintenance or the type of fuel burned. This limited warranty will not apply
  nor will recteq assume responsibility if your product has not been installed, operated, cleaned, and maintained
  in strict accordance with the manufacturer’s instructions. The warranty does not cover damage or breakage due
  to misuse, improper handling, or modifications. NEITHER THE MANUFACTURER, NOR THE SUPPLIERS TO THE
  PURCHASER ACCEPTS RESPONSIBILITY, LEGAL OR OTHERWISE, FOR THE INCIDENTAL OR CONSEQUENTIAL
  DAMAGE TO THE PROPERTY OR PERSONS RESULTING FROM THE USE OF THIS PRODUCT. ANY WARRANTY
  IMPLIED BY LAW, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS,
  SHALL BE LIMITED TO TWO (2) YEARS FROM THE DATE OF ORIGINAL PURCHASE. WHETHER A CLAIM IS MADE
  AGAINST THE MANUFACTURER BASED ON THE BREACH OF THIS WARRANTY OR ANY OTHER TYPE OF WARRANTY
  EXPRESSED OR IMPLIED BY LAW, MANUFACTURER SHALL IN NO EVENT BE LIABLE FOR ANY SPECIAL, INDIRECT,
  CONSEQUENTIAL, OR OTHER DAMAGES OF ANY NATURE WHATSOEVER IN EXCESS OF THE ORIGINAL PURCHASE
  PRICE OF THIS PRODUCT. ALL WARRANTIES BY MANUFACTURER ARE SET FORTH HEREIN AND NO CLAIM SHALL
  BE MADE AGAINST MANUFACTURER ON ANY ORAL WARRANTY OR REPRESENTATION. Some
  states do not allow the exclusion or limitation of incidental or consequential damages, or limitations of implied
  warranties, so the limitations or exclusions set forth in this limited warranty may not apply to you. This limited
  warranty gives you specific legal rights and you may have other rights, which vary from state to state.
  The limited warranty for TWO (2) years is in lieu of all other warranties expressed or implied, at law or
  otherwise, and recteq does not authorize any person or representative to assume for recteq any obligation or
  liability in connection with the sale of this product. This means that no warranties, either expressed or implied,
  are extended to persons who purchase the product from anyone other than recteq or an authorized recteq
  Distributor.
  Procedure for Warranty Service
  Call recteq ###-###-#### for repair or replacement of your covered parts. Be prepared to furnish the following
  information.
  • Purchaser’s name, model, and serial number of grill, and date of purchase.
  • An accurate description of the problem.

  Customer Answer

  Date: 08/27/2024

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

  Customer Answer

  Date: 08/27/2024

  I have call one time and talked to Doris she sent the motor then emailed the company few times and talked to Bobby about the issue I was having all the keep telling me the going to send the parts after I check this that and that not happy about this company 

  Customer Answer

  Date: 08/28/2024

  The issue had have Ben resolved the

• Initial Complaint

  Date:06/26/2023

  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’ve purchased many products from this company including their grills. The last grill that I purchased was dented in multiple spots upon unpacking the delivery. The grill is also missing parts. I’ve contact Rec Teq customer service and have been dealing with a Bobby A***** This issue has been going on for over 2 months. Bobby is not helping at all and all he keeps telling me is that he’s working on a resolution. Going on 3 months and still no resolution or a solution to my problem.

  Business Response

  Date: 06/28/2023

  ********
  
  Thank you for taking the time to reach out to our team and I apologize that you feel your situation has not been properly handled. I see that your grill was originally purchased in ******* of 2022. In most cases, we have a 30-day return window where we will accept a return on an imperfect or malfunctioning product. Upon unboxing, we typically give the customer a couple of options, 1) replacement of the unit OR 2) potentially working with the imperfect unit while our team sends out a "make right" for any inconveniences. From my understanding, our team has already replaced your hopper lid and has just shipped a secondary order with the brackets that are needed to complete the lid. In addition to this, I see where Bobby took care of a sear kit on us for you to enjoy with your grill. While I certainly wish that things had transpired differently, it does not change the fact that I feel our team is handling this situation to the best of our ability. Unfortunately we are not in a situation where a replacement unit could be offered. 
  
  The secondary package should have some tracking information provided to your email - feel free to follow up to this message if you have any concerns.
  
  Kind Regards,
  David H. 
  Customer Service Coordinator 

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an RT380 smoker ****** *** **** for $480.41 from Rec Teq. I received the smoker ********* 2022. The first time I used the smoker was in ******** 2022. I had the smoker set at 225 degrees and noticed it seemed hotter than 225. I turned it down further at which time the grill caught fire. I called Rec Teq in ********, after the holidays, and explained that the smoker gets so hot I can't use it to cook. Even when set at 225 the heat goes up to 475. Req Tec suggested I check out my setting. This did not work. I called back ***** *, 2023 and was walked through the settings and everything was set properly. The smoker still was not working. I called back ***** **, 2023 and was told it was the pellets I was using and Rec Tec sent me new pellets. This did not work. ***** *, 2023 I called again and let them know the new pellets did not work. Rec Teq said I needed a new controller and sent me one. I installed it ***** ** and the smoker still has the issue. I have called several times since ***** ** and at this time Rec Tec is not returning my calls. I purchased this smoker because of the Rec Teq reputation and did not expect to be treated this way when I clearly received a defective smoker.

  Business Response

  Date: 06/05/2023

  ***********,
  
  I appreciate your time on the phone this afternoon. I am glad that we were able to come to a resolution that suits you and I sincerely apologize that things did not work out as intended.
  
  Thank you in advance for your patience and understanding while we get this resolved. 
  
  ***** **  ******* **** 

  Customer Answer

  Date: 06/06/2023

  
  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. I will return the smoker and look for a refund back.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/25/2023

  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.

  New smoker purchased *****23. This smoker was assembled wrong from the factory. After going back and forth. With Tham for 3 days thay wanted me to take this thing apart and fix it. Who to say that nothing else goes wrong. I am not a tech I have spent hours with emails/phone call /video's/pictures. Let alone the amount of time I have wasted on this. So thay want me to disassemble this smoker and send it Back well it is model bfg 2500 which took 2 hours to do after I had to call for assembled information. At this point I'm not doing anything to the smoker. I tried working out a deal. I told Tham I would disassemble and try to fix it But i want a refund for the smoker / also I told Tham to pick it up and send me a new one. Nope just send it back. I also asked to have my ticket moved to management nope. Told me thay will say the same as him. I wish I could attached my email thred.

  Business Response

  Date: 05/02/2023

  ****,
  
  Thank you for taking the time to reach out to our team and provide feedback on what seems like a situation that could have been handled better. 
  
  First off, I would just like to apologize that things have not gone smoothly with your new *******. In a situation like this, we can offer a few solutions. The first would be that we could replace your unit in its entirety and you could return the imperfect unit to us. Another option would be to open up the side-wall of the grill and adjust where the hydraulic lid shock's hardware sits. The third would be to return the grill and we would issue you a full refund for your purchase. If you ended up deciding to make an adjustment to the hardware holding the lid-shock, our team would be happy to compensate you in some way for the elbow grease put in. 
  
  My main goal is to get you grilling on and enjoying your recteq. If you would like for me to contact you by phone I would be more than happy to. 
  
  David H. 
  recteq, llc. 
  
  

• Initial Complaint

  Date:02/03/2023

  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’ve had ongoing issues with my smoker grill since early when I bought it in the spring of 2021. I called about it, not heating up properly and shutting down due to error codes. They sent me a replacement igniter which fixed the error codes but still the grill has never got up to temperature and held temperature higher than 300°.It also takes a lot time to get to temperature. I’ve tried calling in to troubleshoot other times and spent a lot of time on the phone asking for a replacement grill or a refund. The company has not met my request and continues to want me to troubleshoot. Last week, my igniter went out again. I truly just want to be happy with my Recteq grill and be an advocate for the company but my experience has made it extremely difficult.

  Business Response

  Date: 02/03/2023

  The issues described in the customer's complaint can be diagnosed and resolved by the customer working with one of our Customer Service Representatives. Customer has stated that he can't call in the middle of the day due to running a small business and family concerns. Our Call Center is open Monday-Friday from 9am - 7pm EST and on Saturday from 9am - 3pm EST. The Customer is in the ******* Time Zone so I would recommend he call our After Hours Number at ###-###-####.

  Our warranty states that during the term of the limited warranty, recteq, LLC’s obligation shall be limited to replacement of covered, failed components. Recteq will repair or replace parts returned to recteq, freight prepaid, if the part(s) are found by recteq to be defective upon examination.

  Our ultimate goal is for the Customer to enjoy his grill and we are more than happy to work with him to that end.

• Initial Complaint

  Date:10/13/2022

  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 purchase a recteq *** ****** from this company in August 2022. The unit was defective in design and assembly. These defects allowed water into the unit which stopped the unit from working after 1 use. The company customer et service asked my to disassembly the unit, repair their faulty assembly and reassembly to make useable. I refused asking for replacement or repair at there cost. They refused to return or replace.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 8, 2022/10/26) */ ******************************************************************************************************************** I would just like to open with an apology, on behalf of the team here at recteq I am sorry that your experience did not go better. I do see that we have sent out a return authorization for the order in question and a refund has been issued via the payment method. This occurred on ******* according to our records. If I can help in any other way, I would love the opportunity to speak. Thank you for your time and consideration. Consumer Response /* (450, 12, 2022/11/04) */ Thanks ***** I did receive a refund from Reqtec but NOT on 9/26 as stated. It occurred on 10/26, just last week. Certainly your inquiry drove this company to issue a refund. Prior to your involvement, I had spoke with 5 people from recteq and spent about 8 hours in conversion with them over the past 3 months. They initial refused to take the faulty equipment back (asking me to conduct the needed repairs), agreed to accept it back but failed to set up a truck firm to pick it up, received it back but did not issue a refund and finally issued a refund based on this complaint.

• Initial Complaint

  Date:09/23/2022

  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.

  I purchased a RecTec grill a couple of years ago and when I moved the grill was left outside without a cover and pellets left inside. The auger is now stuck and I contacted their support department on September *** 2022 asking about getting a replacement firebox and auger. They asked me to try multiple things to dislodge the auger. I tried drills, hammer drills, impact wrench, pipe wrench and hitting the auger with a hand sledge as well as a pry bar. Every time I reach out to tech support I have to email them twice before getting a response. I said I'm no longer interested in trying to free this auger since I dented the firebox. I just wanted to order a firebox and auger replacement. They responded with try using vice grips and that I mounted the horns wrong. The horns have nothing to do with the functioning of the unit. Can I get replacement parts or not?

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 10, 2022/10/12) */ they have reached out to the consumer on several occasions but could not get the consumer to call back. When the pellets get wet they will not work and can jam up the auger. We have been trying to reach him to walk him through how to fix this. The auger is not going to fix the problem and a new air box is a very large chore. If he would reach out to us we could work something out with him. He can contact me and ask for Mr. Ashley B***** Consumer Response /* (3000, 12, 2022/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nobody ever tried to reach out to me by phone. They only responded back to me by e-mail prior to this case. I tried all their recommendations and none worked ultimately the pellet box is now bent. It is clear they don't want to support their product by supplying replacement parts. Since I don't want to was several more weeks trying to get parts I have now purchased a ********** I will just scrap their grill at this point. RecTec has been the worst customer service I have ever experienced and they censor their reviews which displays an inaccurate picture of their company.