Complain about a product or service

Char-Broil Gas Grills

Greg of Colorado Springs CO (07/21/08)
The left burner on my gas BBQ quit working so I contacted the manufacturer for a gas valve and they said they could only help if I had the model # which only part of it could be read from their label that I sent pictures of as well as a front view. They were supposed to identify the model from the pictures I sent on 6/25.

after a month today they sent me an E mail saying my case was closed and that they had sent the information I requested which I never received. I had also called them one week after sending the pictures and they would not put me in touch with someone to help, they just sent some kind of internal message. That never resulted in a call or E mail to me.

just a BBQ with only one working burner.

Danielle of Braintree, MA July 16, 2008

Danielle of Braintree MA (07/16/08)
I was using my Charbroil Electric Patio Caddy grill, purchased in August of 07 last night, when I saw smoke coming from the dial part of the cord and heard electric buzzing noises. I immediately disconnected it and after waiting, pulled the dial/plug out of the grill. It had melted.

I called their customer support number this morning and was told that the grill was only under warranty for 3 months and they would sell me new pieces. That's ludicrous to me. It's less than a year old and it almost caused a fire on my deck. I no longer have a working grill that cost me 200 less than year ago.

Elizabeth of Clifton, NJ July 1, 2008

Elizabeth of Clifton NJ (07/01/08)
Bought CharBroil Performance Series Model#463452205 about 2 yrs ago. The whole front started on fire first time I used it, almost burned the house. Home Depot gave me a new one. I used it for the first time this summer Sunday night and the front of this one started on fire and the knob melted off. We had to use pliers to get it turned off. Luckily it wasn't on the deck this time.

I don't have a grill anymore and I would like some compensation from Home Depot. I have heard that they get cheap, defective items so that they can sell them cheaper. I will never buy anything from them again.

Eugene of Bolingbrook, IL June 25, 2008

Eugene of Bolingbrook IL (06/25/08)
I was gifted a brand new stainless steel grill from Char Broil purchased at the local Linens n Things store for fathers day this year. After using it one time, two unsightly streaks appeared from the 2 left knobs running down the entire front of the grill. I attempted to remove the streaks from the grill using Windex and only succeeded in marking the front of the grill. Streaks are still there along with 2 large dark spots. After contacting customer service and providing pictures the reply came back that the alcohol in the Windex damaged the stainless steel!! Give me a break!

This company sells in my opinion substandard products and then sets up it's customer service in a call center with persons working from a standard pre-printed script and no real authority to make an effective solution. It has insulated the consumer from any real decision making authority with extremely effective procedures. In my opinion Caveat Emptor is alive and well with this outfit, and I would strongly recommend that you spend you money elsewhere. They simply have no scruples, and my family feels awful for the good deed they tried to do for me.

A piece of junk grill that looks like it has been used and abused after less than 3 weeks ownership.

Robert of Hastings, MN June 23, 2008

Robert of Hastings MN (06/23/08)
Charbroil Commercial Series Infrared Grill 1. Two months old. The grill gas control valves and stems get soo hot that the plastic knobs soften, distort and begin to melt. 2. Purchased another set of control knobs, same result 3. Contacted cuistomer service again and all they want to do is send another set of control knobs. I told them this grill is defective. If the handles are softening and melting there is a serious problem. I want the grill replaced

Gas control knobs begin to melt. One guest I had was operating the grill, grabbed the knob and burned their fingers. I tried to turn the knobs with a rag and they were so soft that there wasn't any control over the grill, thay just spun around and around, The female D slot of the handles melted and the outside of the knobs began to blister. I've asked Charbroil to replace the grill outright and they refuse to. I'm being blown off by them, apparently they believe all consumers are idiots. I have an engineering background, am educated and I am involved in manufacturing durable goods. I know a design flaw and safety problem when i see one.

Jane of San Antonio, TX May 1, 2008

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