Poor customer service

ComplaintsAppliancesCharBroil gas grill

Complaint

0
Jane Welch
Country: United States
Our Charbroil grill began shooting flames out the front.  We called customer service.  The person at Charbroil said to take pictures of the parts in question and email them.  We did this.  And waited.  And waited.  We called, and they said they would contact us when they diagnosed the problem.  We waited, then emailed again.  It has been several weeks and we have had no response whatsoever.  Why tell people to photograph the appliance, then refuse even to answer?  We will be buying another gas grill -- but not a Charbroil.

Comments

  • 0
    Bill Miller
    | 1 reply
    I bought a charbroil grill back in April of this year. The ignitor worked about two times.. I have called the parts department about 5 times and they keep sending me out a ignitor box and to this day none of those ignitor boxes they send still don;t solve the problem. I paid a lot of money for this grill and I am not happy.. I want a refund... I will not buy another charbroil grill again.
    • 0
      hardware guy replies to Bill Miller
      I had same problem. The control units were good, just could not get a spark at burners. I took an ice pick and carefully lifted the plastic push button off the front of the striker button assembly. This button cover has two small tabs at top that snaps into the sides of the striker button assembly. After removing button cover you see a back pushbutton. You can then press the button and it will spark. The outer button that you press was not contacting the actual striker button underneath. Shim the inside of the outer button with small piece of cardboard or what i used electrical tape. Snap the shimmed outer button back on to striker button assembly and you should now be fixed.
  • 0
    John M.
    | 1 reply
    I bought a Char-broil Model # 473720108 1 year ago last fall as a gift for my sister. It was used for one full summer and was kept outside during those summer months, but was ALwAYS covered when not in use. It was kept in the garage and covered over the winters. Went to use it on the second summer of ownership and flames shot out of the holes where the control knobs were located, melting the knobs onto the knob stems. Turned off the grill and found that the heat shield was completely rusted out, thus causing the flames to reach the contol knobs. This heat shield rusted out after only 1 summer of use in a grill that was ALWAYS kept covered!! Called Char-broil and they basically said "Too Bad". After the fact they told me that the cover should be taken off the grill "daily" to allow the grill to air dry in order to prevent the heat shield from rusting. I never heard such nonsense and will not be buying a Char-broil again.
    • 0
      GR replies to John M.
      Same thing happened to me last night. I heard something drop and saw the knob from my grill in flames and flames coming out from under the hood. I shut off the gas and put out the knob fire. The fire from under the hood went out quickly on its own.  My grill has been kept clean and covered. 1 year 4mons since purchase.  I suspect my grill had a "safety feature failure." With heat shield failure. If I had not heard the knob fall my deck and worse could have been damaged or destroyed. Dangerous. Unacceptable. They won't get another purchase from me and I will be spreading the word about my experience.
  • 0
    Kim Kowalski
    For years,I have always had a Char-broil 22"round kettle grill because of affordability,quality and durability.My last one lasted 5 years.Last fall I bought a new, same size & model and boy was I surprised !!!!!! I can't believe how much the quality has gone down the toilet.Parts didn't fit,thinner metal,grates were more flimzy,cheaply designed hinges & handles.The owners manual provided an Email address to contact Char-Broil and it kept coming back "INVALID ADDRESS". I called the contact number but I can NEVER get ahold of anyone and NOBODY has ever returned my calls.I hope the CEO and department heads read this !!!!! What do they care ?? They already got their money out of me this time but I'll NEVER but another Char-Broil grill again !!!!!!!
  • 0
    Charles Jones
    I bought a Char-broil single burner grill at Tyndall AFB in January.  I have used it three times and suddenly the grill has started flaming up when I start to cook on it.  I have checked the connections and it looks like the fire is coming from behind the control knobs and all along the copper looking tubing.  I refuse to attempt another lighting of this grill.  It is very unsafe and not worth blowing myself up.  Tyndall AFB has told me to contact Char Broil since they cannot refund my money.  Easier said than done, huh?
  • 0
    DJ Eagleman
    Purchased a Char-broil Infrared grill #463261709 just over  a year ago.  After about 4 uses the temperature gauges stopped working.  This season I uncovered the grill.  After I set it up for use I discovered the locking wheels no longer lock.  When I went to lift the lid, the lid handle came off on the right side.  After a close look, I could see that the area where the screw attaches to the handle had pulled out of the handle.  It had two small tack welds which had broken.  Unbelievably poor workmanship.  New handle was $25 plus $12 shipping.  New temp gauges $10 each plus shipping.  Customer service had a generic canned phrase, " I'm very sorry but there is nothing I can do".  He was more concern with trying to sell me their special grill cleaner with my order.  I have also found the shelf on the right side of the grill has one support in the front.  Don't think of using the rear area of the shelf it will sag.   Also found heat shields rusting prematurely.  Last thing I noticed now is the burners give off about half of the heat the originally did even after putting on a new propane tank.  I figure I have about one more season with this one.  My next one will definitely not be a Char-broil.  I found out who really gets charred!
  • 0
    j domros
    im not even go into the problems i have with my grill on line all i have to say is that i will never buy another  char broil again
  • 0
    Very Angry
    | 1 reply
    We lit out charbroil ( we have had for about 3 years with no problems, two nigts ago we lit it like always and the knobs both blew off, one of which hit my daughter in the face. Im getting the run around from these people and and unsure if a lawsuit is the way to go. my 11 year old may have a perminate scar on her cheek. All the hoses busted, and melted. I will never deal with these people agian
    • 0
      Swil replies to Very Angry
      Did you pursue this with Char-Broil?  And if so, what response did you get?  Same thing happened to us last night and it's not only scary, but very concerning that the company doesn't seem to stand behind any of their faulty products.  Not sure where to take it from here and wanted to know what others did in their same situation...
  • 0
    dolores          Ganter              んてr
    | 2 replies
    Bought  grill  last summer. Used it about 2 times. Used it for the first time this spring. Flames flew out one of the knobs and melted it. I guess it wont do any good  to report   it.  Maybe  BBB  would  get more done.
    • 0
      | 1 reply
      Did you pursue this with Char-Broil?  And if so, what response did you get?  Same thing happened to us last night and it's not only scary, but very concerning that the company doesn't seem to stand behind any of their faulty products.  Not sure where to take it from here and wanted to know what others did in their same situation...
      • 0
        carl replies to swil
        For all having problems with flames coming out the front by the knobs. There's nothing wrong with the grill.
        You either have to adjust the venturi where the air mixes with gas or most likely you have spider nests in there preventing the air from mixing with the gas. Clean the burner tube per the instructions that came with the grill.
  • 0
    Debbie Tee
    Bought a table top version. Have had nothing but problems with it. Won't stay lit no matter what I do. It was so cheeply made I'm afraid to use it again for fear of it exploding!  Only used it twice, won't make it a third. And will NEVER buy another from this company. The instructions are not the only thing coming from China. Will be buying a Smokey Joe next time, like I should have in the first place.
  • 0
    BARBQGUY
    My char broiler commercial series rusted out at the base, Where you put the gas tank. I wont hold the weight. the grill is also rusting out all over the place. Never will I but another Char- broiler, product again.

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