Complain about a product or service

Char-Broil Gas Grills

Randy of Leonardtown, MD May 27, 2009

Main gas supply line nut connecting main manifold and sideburner split and created gas leak. Resulted in fire at manifold. Turned gas off to extinguish flames. When calling customer service for replacement flexible gas line, was told the unit only had a one year warranty (purchased on 11/7/07) and would cost 76+shipping for replacement. Have to search owners manual to locate warranty statement. Owners manual states 2 and 5 year warranty depending on components. Does NOT state anywhere in manual or online that unit has a one year warranty. Warranty information NOT stated on website.

Mark of Springfield, TN May 18, 2009

Commercial series grill, model 463268706, purchased at Lowe's 3 yrs ago. While grill was preheating, one of the gas control valves malfunctioned, causing flames to erupt through the control panel. Control knob melted, valve stem so hot and softened that it merely bent when attempting to turn it off with pliers. Valves are not replaceable individually, Char-Broil wants to sell me entire regulator/hose/valve rail assembly at 90 + shipping. Seems many folks have had same issue - this looks like a recall situation to me, but doesn't appear to be one forthcoming.

Tracy of Yuba City, CA April 24, 2009

Char-Broil Designer Series Gas Grill Purchased at Lowes. I have to report the same problem. Flames shooting out of the burner and melting the knob, injuring my son in the process. We had to turn off the gas to get the flame out, as the knob was a melted mess.

Mac of Tulsa, OK April 13, 2009

Mac of Tulsa OK (04/13/09)
What hasn't happened is more appropriate. I purchased a Commercial Series 4 burner stainless steel grill about 18 months ago from Lowe's. Within about 90 days, the stainless steel started to rust. According to Char Broil's website, this is Normal. Next, the porcelain on steel grates began flaking off I'm convinced that we ended up eating some of the porcelain. Now the porcelyn coating is pretty much lining the bottom pan of the grill. Char Broil says this is normal, and that eating porcelain isn't harmful. I AM NOT KIDDING ! Next, the left burner knob and valve broke and doesn't operate properly. The valves seem to be of very light duty design.

I have sold appliances for about 35 years, and I can't believe that this product would pass testing safety standards. The burners sometimes won't light at all. The first time this happened, I took the propane bottle in to the exchange center, because I thought the propane might be contaminated or that the valve on the bottle was defective. The new bottle did the same thing. My old gas grill was a 25 year old Jacuzzi brand. The porcelain on steel grates were still in pretty good shape considering the age of the grill. The original burner lasted 15 years. The valves never failed to operate.

This Char Broil product is a piece of cheap Chinese junk typical of the good deals we now see. These stores are making an enourmous profit selling this stuff. I called the company when the product was still under the 1 year factory warranty period and had the same experience as the other people who wrote complaint letters. Their story is that their product is great, you are pretty much an idiot if you have a problem, and their service manager's name is H. Waite. If you have a problem you can go to Hell and Wait.

William of Sandusky, OH April 1, 2009

William of Sandusky OH (04/01/09)
Model 463268008 a commercial series gas grill flared out the front of one burner control knob while cooking and caught my sleeve on fire. I contacted the company the unit was within it's one year warranty period, I spoke with a call center supervisor Robby who rudely stated the burner tube probably had a spider web and would not cover the warranty.

I am left with an unsafe and unsightly grill that I cannot use. I received minor burns and ruined the sleeve of a relativly new shirt/jacket and as a result, I am out nearly 400 USD.

Vic of Lake Saint Louis, MO March 21, 2009

Vic of Lake Saint Louis MO (03/21/09)
Char Broil Model 463268706, purchased it less than two years ago, last flames shot out the control knob, Char Broil replaced the knob, again happened this winter Char Broil refused to replace the knob, burners have worn out, bottom pan rusted, would not buy another Char Broil, outside very rusty, for the price not a quality product.

Will need to replace the unit after two years, not the kind of quality I expect for the price.

Celina of Amesbury, MA March 14, 2009

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