ComplaintsforThe Grill Doctor

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The business was contacted to provide diagnostics for a grill that was not working and potential solution. Business recommended replacing the grill igniter and it would take 3 to 6 weeks for the igniter to come into stock. A payment was made on July 31, 2023 for $423.80. Over the course of the next few days, the grill was repaired to working order by a neighbor. The business was called to let them know that I would no longer need installation of the grill igniter. The business said that they could refund the cost of the part and installation, but a diagnostic charge would be removed from the refund. This was agreed-upon and, it has been almost a year of contacting the office via their phone number and text message line trying to get the refund delivered.

  Business response

  07/09/2024

  The customer remains a priority, and a refund will be honored & provided- despite it being noted as a final sale. The customer placed an order for a specialty part that was nonrefundable (all sales final). The part was sent to our show room, however, the customer indicated he had someone fix the ********************** issue and he wanted to cancel the order (after the part was shipped and had arrived to our show room).
  
  
  

  Customer response

  07/09/2024

   
  I am rejecting this response because:

  This is the same response that has been provided throughout the last year with no resolution of the issue. Although the response sounds good and is appropriate, theres been no effort on their part to provide said refund. I have stopped by the office. I have called numerous times, texted numerous times and Ive been told oh it will be delivered by the end of the month. I have seen the grill doctor truck within a mile of my house which wouldve provided an opportunity for it to be delivered. Or it could very easily be mailed and this whole situation could be resolved. I do not trust that this will be handled or that I am a priority based on everything I have experienced to this point. 

  
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Details:Date of Purchase: 04.17.2023 Invoice #: 1441 Purchase Price: $3,337.13 paid for on 04.17.23 Item Purchased: Saber 4 burner premium ******************************** kit As of today, June 14, 2024 we have not received purchased items We have communicated with the company for the past 14 months and do not currently have a scheduled install date.Install date of 05.31.24 & 06.07.24 have passed with no new scheduled date While sales are final, we have requested a full refund or a set install date with no response other than we remain a top priority to them and they do not issues refunds or credits.

  Business response

  07/02/2024

  Due to back ordered items and issues with staffing shortages in our small business, there was a delay in installation- which we deeply apologize for.  We did note that we would provide additional discounts on top of the previous pricing we have already provided to the final sale grill.  On 6/24/24 we sent email indicating that the grill will be installed by end of July -but did not receive a response back to confirm.  

  Customer response

  07/31/2024

   
  I am rejecting this response because:
  

  I have emailed The Grill Dr on 04.19.24, 05.06.24, 05.07.24, 06.06.24, 06.14.24, 06.21.24, 07.16.24, 07.25.24, 07.29.24, 07.30.24 requesting updates on our purchase including confirming install dates of the 3^rd week of May, May 31, last week of July, first week of Aug, last week of Aug. I was told by the Grill Dr. that our grill was on the showroom floor and that they would not honor my request for a full refund as we had been more than patient considering we paid for the item in full on April 17, 2023yes, 2023.

   

  On July 30, they stated the **** has been ordered and was now in transit when I asked what date and time I could stop by their showroom to see our grill.

  
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wish I had read the better business bureau reviews and complaints on this company. I would have never done business with them if I had. I ordered a fireplace ignitor module from this company on January 23, 2024. I was told it would take about a week to get the parts. I was asked to pay up front for the parts ($439) and was told I would need to transfer the funds via Zelle since their credit card processing machine was down. I did so and the funds were delivered on Jan 26, 2024. From that point on I was continually given excuses (expected next week, scheduled next week, we're understaffed, the installer is sick, etc. This went on until February 27, 2024 when I asked for a refund if they could not get the parts. I was told then that the manager approved the refund. They indicated they would drop the refund check off at my house the week of March 11, 2024.after 3 follow-*** trying to find out when they would arrive, I was told I was scheduled to have refund delivered on March 15. On the 15th, no one showed up and I recontacted the company and was told the manager would send the money to me via Zelle that weekend. I sent a Zelle payment request to them the same day. No payment was received by March 20th. I was told the manager was contacting his bank that day. That was the last communication I have had from the company despite several inquiring texts, a visit to their facility (it was locked up during normal business hours) and 6 phone messages left at their number. They are not returning my calls or texts. I would like to get my money back promptly. I am filing complaints with the better business bureau, the chamber of commerce and the State ************************* as well as posting a negative review of their ******** page. If no resolution soon then a collection action will be filed.

  Business response

  04/24/2024

  The Grill Doctor has satisfied the refund for the customer in full.  Our policy has always been no refunds/final sale for specialty parts.  Unfortunately, back ordered parts took longer than expected to arrive.  Compounding the issue was cancelling the order and waiting for our small business to receive a credit back from the supplier - in order for us to issue - apply the credit back to the customer.  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May of 2023 we ordered (and paid in full for) three temperature monitors for our Saber grill.These have not been delivered. We have contacted the company on numerous occasions, and they always come up with a different excuse, but the long and short of it is that, nearly a year later, these temperature monitors have not been delivered and our money has not been refunded.l Now this company is not even accepting our phone calls.I request the Better Business Bureau to assist me in having this business refund my money.Thank you.

  Business response

  03/14/2024

  We sincerely apologize for this oversight.  Unfortunately, our previous computer system crashed during the Christmas holidays. We attempted to obtain and re-access all our notes, scheduling, as well as orders  , however, all of our information was lost due to this major issue.  We have a new system and have been working on getting everything and everyone sorted out.  The customer remains our priority.  The part(s) will arrive by end of this month.  If it does not, we will issue a refund. Thank you.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On June 12, 2023 I contracted with The Grill Doctor to come to my house and do a grill cleaning and maintenance service on July 27th. A credit card number was taken and the maintenance and the service was charged to my credit card at that time. At the last minute on July 27th The Grill Doctor texted me and said that the technician was unable to come because he had been held up on a previous appointment. The next available appointment was on the 4th of August which then slipped to 22 August. At that point I contacted the grill doctor and asked to cancel the service and receive a credit on my charge card. On Aug 4 the company agreed to credit my card for $218.96 and said it would be 7/14 days for the credit to post. On Aug 22 I contacted the company and said the credit has still not posted. On Sept 14 The Grill Doctor said that they could have a technician drop off the refund but given their response so far I told them I wanted them to issue a credit to my card. They agreed to credit my card but said it would take another 7/14 days. On Oct 5 I texted again that I had not received a refund. On Oct 10 they said I would receive the credit by Oct 23. On Oct 25 and Oct 31 I notified them again that I had not received the credit. The last response from The Grill Doctor was on Oct 10. Nothing from then since.

  Business response

  11/29/2023

  Unfortunately the back ordered parts were canceled outside of our control and we have been trying to source elsewhere.  We are working to credit the customer back and have contacted customer in regards to this matter.  

  Customer response

  11/29/2023

   
  I am rejecting this response because:
  Back ordered parts have nothing to do with issuing a credit for a service call that was cancelled and not performed. The Grill Doctor agreed on Aug 4 in a text message that they would issue a credit for $218.96 and have not to date. I received a communication from the Grill Doctor on Nov 22 saying a refund check will be delivered to my residence. On Friday Nov 24 I asked them to mail the check to my home address. To date I have received nothing. The issue has not been resolved. 

  Business response

  12/05/2023

  We have a scheduled drop off of refund to customer's address this week. 

  Customer response

  12/08/2023

   
  I am rejecting this response because: The Grill Doctor has made this offer on two previous occasions (September and November) and to date I have not received the refund. Today is Friday and the last day of the week and no check has been delivered. 
  
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid in full for a Blaze Grill and Hood in February. After many promises that it would arrive in "a week or two", we finally received delivery on May 24. They offered a $250 credit for the delay. (The $250 was not delivered until Sept.)In May, the hood had finally arrived, but it was dented. Over the course of the next 3.5 months, they told us week after week that the replacement hood would arrive in 1-2 weeks. The false deadlines were infuriating. Actual text messages: May 24: Next week to following, June 6: Mid to late next week, June 23: Next week to following, July 3: (no response), July 20: Wed to Friday of Next week, July 31: The owner will reach out to you, August 18: Next week. Ultimately, we completed our outdoor kitchen, gave up on the Grill Doctor, and installed the dented Hood. They gave us a credit for the dented merchandise. (The check was also delivered 1 week later than promised - seriously)I understand that delays happen, but it's the false deadlines that are so infuriating. The false deadlines continued bi-weekly for months - from February to September. This was a small piece of our outdoor construction project, but it ended up causing big delays since we were continually promised that it would arrive soon. This Blaze grill and Hood could have been purchased from other companies and delivered in 3 days. This was not a specialty item, but we had already paid in full.

  Business response

  09/25/2023

  Pertaining to the appliances customer paid for (Blaze ********************** and hood).  Both items were delivered to customer - and work to be performed by her contractor.  Customer contacted the ********************************************* weeks later and indicated that the hood -once they opened box- had damage.  We obtained photos of the concealed hood damage (as well as photos of all angles of box) to send for warranty.  Our distributor and trucking company declined to warranty hood damage, despite photos showing there was no damage to hood box.  Therefore, owner/manager of the Grill Doctor had to pay for a new hood from our own expenses - since warranty refused.  While new hood was ordered, customer indicated she would keep old **** and have her contractor work around damage. Customer then wanted us to compensate her $1900 plus an additional $250.  Hood purchase was final sale item and was $1799.99.  We provided her with $750 refund, which we thought was fair (to keep concealed damaged hood).  We are now left with a brand new hood, which we paid out of pocket for (since warranty did not cover).  

  Customer response

  09/25/2023

   
  I am rejecting this response because there are so many errors and the main complaint was not addressed.

  On the original complaint I provided the text string as an attachment, so the dates and requested compensation are documented in that text. Here are the clarifications and corrections to the false statements in your response:

  - The original delivery was so delayed that the customer was offered $250 for the delay.

  - Customer contacted the ********************************************* ON THE *** OF DELIVERY and indicated that the hood -once they opened box- had damage. 

  - Customer then asked you to compensate $965 (exactly half off of the hood final price with tax) + the $250 that had been promised in May. (I did later agree to $750.)

  Please address the main idea of the complaint: The Grill Doctor repeatedly gave us false deadlines by constantly responding that our items would arrive in 1-2 weeks. This went on for 4 months straight. 

  
  

  Customer response

  09/26/2023

  As long as my "I do no accept" response is maintained with this Complaint file, I do not have any other desired resolution. That response corrects the false statements in the company's response. 

  I only want to know that the facts are documented appropriately and that the BBB is aware of the actions of this business. 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have paid for replacement of several parts which were ordered.No one has come to install the parts and I cannot get in touch with the company. I have called several times - it always goes to voicemail. I have left voicemails but never received anything back.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Grill parts ordered and paid for to the Grill Doctor in *********, **. $1650 Parts either did not arrive or were never ordered. *******, owner, has agreed to refund, but I am still waiting for the check 3 months now. Have offered to pick up check at his office. He evidently is unable to leave a check for me, mail one to me, use Venmo or PayPal.

  Business response

  08/31/2023

  The Grill Doctor performed a grill clean and tune up on 4/24/23.   At that time, parts were paid and ordered (which consisted of heat *******, burners, and sear).  Unfortunately, parts were delayed as they were back ordered and expected to arrive from overseas.  The customer received a refund check (delivered to home) from our company on 8/16/23.    

*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. ↩