ComplaintsforEmbers Grills

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cusinart 5 burner grill with side burner, sold at ******* are a safety hazard. Something failed controlling the temperature. And the barbecue got to 700 on my 2 story deck. Luckily, I caught it on time but it melted all of the k**** and the glass shattered as it cooled. Not to mention the paint came off everywhere. After speaking with the company he tried to convince me that this was something I did, but there are a lot of complaints. This product should be recalled before someone loses their life. Model # GAS9556AS

  Business response

  08/18/2023

  We have requested more info from this customer. We have not received any new info. 

  The correspondence is attached to this reply. The damage to the grill seems to indicate that the fire started in the grease tray as evidenced by the burn damage to the back of the grill. It indicates that the fire was below the burners and coming out of the grease tray. We have asked that we receive pics of the inside of the grill to see if we can see any other issues. 

  We are willing to continue to work with the customer to make a determination. The evidence we have at this point seems to indicate that there was a grease fire in the tray that damaged the grill. if it is an issues that is covered by warranty, is determined by the condition of the inside of the grill and any further testing done. If our grill failed the customer, we will take care of the parts to make it right. 

  Customer response

  08/18/2023

  I am rejecting this response because:   I did respond they're lying. They're saying it was a grease fire. I sent him picture after picture and all he had was excuses.

   He gave me some BS lying about how this barbecue never has any issues. But there are so many complaints online. I will include a picture of the grease tray is the only thing I did not send them because I didn't pull my barbecue apart. I sent them 7 other pictures. And every time he just wanted more.

  Pretty **** amazing that all of the paint is still fully intact on something that was supposed to be on fire, lol. What a joke. ************* they need to figure this out before someone gets seriously injured.

  Business response

  08/18/2023

  We did receive the requested pictures. The customer has attached them to the case. As you can see in the pics, the grease tray is very dirty and doesnt appear to have been cleaned for some time. We are willing to work with the customer to get the grill working again but we do feel the evidence provided shows that the grease tray was indeed the origin of the fire. 
  
  Below is our conversation with the customer. 

   

  ***************************
  replied
  28 minutes ago (Fri, 18 Aug 2023 at 3:12 PM)
  
  To:"*********************" <*****************************>
  You guys used extremely poor quality materials everything is rusting even when covered. Quit bullshitting and fix your mistake. To be honest, I still won't let this go away without an actual apology. Written to me and a New grill coming my way... Either way I will have that. But regardless, You guys need to be held accountable for this dangerous situation. Imagine had my deck burned down and my home. Insurance would have been here and they would have decided what it was A grease fire. Stop being a Moron!
  
  
  Sent from AT&T Yahoo Mail on Android
  
  
  
  
  
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  ***************************
  replied
  30 minutes ago (Fri, 18 Aug 2023 at 3:10 PM)
  
  To:"*********************" <*****************************>
  F@%$in liars. Here's your pics genius. If there was a fire in the tray why is all the paint still fine. You guys are idiots only reason I respond to this cause you tried to lie in the better business bureau complaint which I attached pictures too! Now short of an apology and a brand new grill. I will deal with this in my own way. And make sure that this complaint goes through.
  
  
  
  
  
  I will never accept anything other than what I just said.
  
  Sent from AT&T Yahoo Mail on Android
  
  
  
  
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  *********************
  replied
  5 hours ago (Fri, 18 Aug 2023 at 10:24 AM)
  
  To:**********************
  Hi ***************************,
  
  Have a blessed day sir.
  
  
  
  Thank you,
  *********************;
  Customer Support Specialist
  **********************
  
  
  
  
  
  S
  ***************************
  replied
  5 hours ago (Fri, 18 Aug 2023 at 10:24 AM)
  
  To:"*********************" <*****************************>
  You're a clown! Trust me I gave them all the relevant information. And I will never order parts this was almost a four hundred dollar grill. Like I said, I'll buy another one and return this hunk of s*** in its place.?? 
  
  
  Sent from AT&T Yahoo Mail on Android
  
  
  
  
  
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  *********************
  replied
  5 hours ago (Fri, 18 Aug 2023 at 10:21 AM)
  
  To:**********************
  Hi ***************************,
  
  Thank you for the pictures. It does look like you had a grease fire. Pictures of the grease tray and burners would be helpful as well.
   I understand you feel the way you do about the damages. I am sorry that you had to file a complaint. Please be sure to give them my information. 
  If you would like parts, let me know and I can send you the link where to order them. 
  
  
  
  Thank you,
  *********************;
  Customer Support Specialist
  **********************
  
  
  
  
  
  S
  ***************************
  replied
  5 hours ago (Fri, 18 Aug 2023 at 10:14 AM)
  
  To:"*********************" <*****************************>
  
  
  
  
  
  I filed a complaint with the better business beer like I said. Now at least there will be documentation, when you guys let someone get hurt from You're greed!
  
  
  And just to show you that you were wrong. Here's some pictures of the inside of the grill. Nice move trying to blame the consumer immediately though. If there had been a grease fire everything would be black. There would be soot everywhere!
  
  
  Sent from AT&T Yahoo Mail on Android
  
  
  
  
  
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  *********************
  replied
  5 hours ago (Fri, 18 Aug 2023 at 10:14 AM)
  
  To:**********************
  Hi ***************************,
  
  I am sorry you feel that way. If you want to send me the pictures of the inside, I will have a better idea of what you need.
  I handle all of the cases for this model grill and have seen the damages from grease fires quite a bit. There is nothing inside your grill that is flammable other than grease from the foods cooked on it. There have been no safety issues with this grill nor any safety recalls or recalls of any sort for this grill. 
  
  
  Thank you,
  *********************;
  Customer Support Specialist
  **********************
  
  
  
  
  
  S
  ***************************
  replied
  6 hours ago (Fri, 18 Aug 2023 at 9:56 AM)
  
  To:"*********************" <*****************************>
  I did not have a grease fire. There are tons of complaints about people almost having these burned their homes down online. It's a manufacturer defect, the regulator or something. Wasn't working the thermometer pegged all the way to the right. This has never happened. I thought that it malfunctioned, but it clearly got up to 700.
  
  
  I'll just file a complaint with the better business bureau. Maybe I can find another one from ******* and I will return this one in its place. Either way I love how you immediately tried to blame the consumer for faulty products. You're company better hope no one dies from this because they are extremely dangerous. A HEALTH AND SAFETY HAZARD!
  
  Sent from AT&T Yahoo Mail on Android
  
  
  
  
  
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  *********************
  replied
  6 hours ago (Fri, 18 Aug 2023 at 9:17 AM)
  
  To:**********************
  Hi ***************************,
  
  Thank you for the information sent over. Please also send me pictures of the inside of the grill. It does look like you had a grease fire. 
  When this happens, the extreme heat will damage the firebox like in your pictures. This type of damage is not covered under the warranty.
  Once I see the inside of the grill, I will have a better idea of the parts you will need to repair it. The outside panels can be sanded down and painted, but we also have the replacement panels. I will work with you and see what I might be able to send you as a courtesy.
  
  
  
  
  
  
  Thank you,
  *********************;
  Customer Support Specialist
  **********************
  
  
  
  
  
  S
  ***************************
  replied
  a day ago (Thu, 17 Aug 2023 at 6:08 PM)
  
  To:"*********************" <*****************************>
  
  
  
  
  
  
  
  
  
  I do not have proof of purchase. This is clearly an issue there's lots of things all over the internet about it. I purchased it from ******* didn't think I needed to keep the receipt. I also purchased a cusinart cover and utensils. 
  
  
  *************************;
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  Sent from AT&T Yahoo Mail on Android
  
  
  
  
  
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  *********************
  added a private note
  3 days ago (Tue, 15 Aug 2023 at 11:42 AM)
  
  
  This is Joita from The Fulham Group. I do apologize that you had that issue with your grill of the propane tank almost exploding and damaging the whole grill. I have CCed the manufactures of the GAS9556AS to this email so you can further explain the situation and provide photos of the damage to them. 
  
  If you do not hear from them, please reach back out to us and we will take a look at photos and assist you. 

  
  

  Customer response

  08/18/2023

  The paint is not just damaged on the Rear of the barbecue it is the sides as well. No grease fire ever occurred. And I don't want you guys to fix anything. I want you to recall this product before someone gets hurt... I still don't understand what you guys think. A customer would want parts for a grill. That's falling apart as quickly as this one has.

  Customer response

  08/20/2023

   

   Again you're a clown just like your colleague... ITS HILARIOUS you deceptive cowards forgot this part in your bs Statement... luckily you're unintelligent and I can post for you. This is the part where you pretend  TO Know what you're talking about, AND then in the same paragraph contradicted yourself. Again I don't want s*** from you guys. It's just extremely hilarious to watch you guys fumble. You guys will end up hurting someone horribly and irreparably. I really hope what you're getting paid is worth it!! No amount of money would have me risk other americans lives the way you guys have. Also 16 years, and you still don't know what you're talking about. Maybe you should find a different profession.

   

   You EITHER KNOW OT YOU DONT! ITS CLEAR YOU DONT.

   

  More Information...Hi ***************************,

  I am the one who is responding to your BBB complaints. The pics you have sent ****** a grill than has had a grease fire. After 16 years of doing this, I can say that we are pretty sure that this was a grease flare up. You can see the burn patterns and know it it didnt originate from the burners. 

  
  

  The grease tray is porcelain coated and the rest of the grill is enamel. That is why it can stand the higher heat. 

  
  

  We are willing to work with you to get the grill parts to fix it. What we are not able to cover, we will get you at discounted pricing. Just let me know if you would like to continue with the troubleshooting.  
  
  

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

  Customer Service Manager

  The Boltz Group

  Customer response

  08/20/2023

  Just because I know you guys aren't very smart I wanna be clear. If you were positive of anything you would have just said that especially the way you guys have already treated me. So how dare you tell me that you're sure of something, then in the same paragraph tell me you're pretty sure. These things are completely different genius?? just incase you're even dumber than I think.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Trial Embers grill from my local Tractor supply company in swedesboro NJ. The cost of the grill was 300. Used the grill about 3 or 4 times before the auger kept over feeding pellets into the cup causing a massive fire that had to be extinguished and resulted in a burnt hand and in the trip to the ER. So I take the the 1st grill I purchased from trial embers back to tractor supply in which they gave me a new one. Shortly after getting the new trial embers grill, The heating element just mysteriously stopped working after 2 uses. I tried contacting the company through email approximately 3-4 times with no response. Finally my fiance emailed and got a response telling her to disassemble and disconnect and reconnect parts of the smoker in an attempt I'm to try and fix the heating element problem. Which didn't work. Not only is it is it crazy for a company to tell their customers to fix the issue themselves with very confusing instructions at that. I don't understand how trial embers as a company can stand behind a piece of junk for a smoker and then when asked to fix the problem they are very nonchalant, downplay your issue, and tell you to fix it yourself. I called the company and spoke with a customer service agent who was frankly rude, impolite, and didn't care one bit about my concerns about their product nor my complaint that their product had caused a fire that had to be extinguished and and led to injury. He just said he would let his supervisor know and someone would reach out to me which never happened. I believe that trial embers owes me not only reimbursement for the grill but also compensation for labor,damages, wasted time, and physical injury. I have never seen a company with such lack of care for the consumer with no attempt to try to resolve the issue for you as well as not taking responsibility for faulty mechanics. I recommend that you do not purchase a product from them.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/06/09) */ I do not show we have received any calls from this number into our system. The following email was sent in reply to an email from the provided email on 3/7/22 Hi ****** *****, There will always be a fire in the fire pot. That is what produces the heat for the smoker. When you start it up, it is going to overshoot the set temp for a bit. It will take it about 40 mins to level itself out on the set temp. Could it be that we are not waiting long enough for it to level out? Follow the instructions below and take pics or video of anything that doesnt look right to you. Go ahead and clear out your fire pot of any ash or unburnt pellets, make sure your hopper is full and remove the cooking grates, heat baffle, and heat distribution plate. Turn it on smoke mode and watch it for the first couple minutes and make sure you see pellets dropping in the fire pot and the hot rod heating up. (The hot rod will only come on during the initial 5 minutes of turning it to smoke mode). Once you see a fire started, put in the heat baffle, heat distribution plate, and cooking grates. Leave it on smoke mode for a total of about 30 minutes and record the temperature from the digital readout. Then turn it up to about 225 or 250. The temperature will overshoot and then come back down. It should take about 30-45 minutes, maybe even an hour for the temperature to stabilize. If you could record the temperature again after an hour of being turned to 225 or 250, this might help our engineering team get a better idea of how your smoker is functioning. Be sure to go by the digital temp readout as it's a more accurate reading. Thank you.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So I bought a 3 Embers Grill that says all stainless steel. Comes with a great warranty, but good luck using it. The frame for the 799.99 grill is made of a substandard metal, not stainless steel. It has rotted and started to fall apart. Upon looking at the grill where the wheels attach the bottom frame looked to be broken. I called 3 embers and they told me that piece was not covered by the warranty. I ordered the 31.00 part plus 26.00 shipping. So long story short when you take off the stainless steel pannels you find a black metal frame. The whole frame is rotted. Even having a cover for the grill! I am so disappointed in this grill and company, that is why I have filed this complaint.

  Business response

  07/13/2022

  Business Response /* (1000, 7, 2022/06/02) */ We are currently working with the customer to replace parts on his grill.

*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. ↩