CHARGRILLER.COM denied warranty refusal to refund non installed parts Georgia

Consumer Alert. CharGriller.com Gas Grills.

To: Home Depot Corporate and sales Department.

I am a retired Gulf War Veteran, I have spent thousands of dollars in your store over the years your staff are kind and professional. I bought this Grill in May of last year, it is still under warranty, as you can see this company IS NOT CUSTOMER FRIENDLY. I contacted them to day, after receiving 50.00 worth of parts I had to buy upon dis assembly I found it was beyond repair, I contacted them was totally professional, they are refusing warranty for RUST, the rust is do to inferior parts and coating, the coating on the cheap stamped steel metal has burnt off and rusting you CANNOT coat bare metal with oil as they suggest its ridiculous, on top of that they are now refusing to refund my money on the parts I purchased unless I pay the shipping back???? I will dispute the credit card if need be. Is this a company you want to sell there product line, I do not believe so and hope you do look at any and all complaints against CHARGRILLER.COM 1-912-638-4724, I would NEVER buy any product from this company,in the future a I hope after investigation you drop the product line. I am totally disappointed in your product that's just a little over a year old I bought it in May of last year. when I got it home and had broken grills which you probably replaced I bought a $75 grill cover I use this grill a lot

I'm 65 retired Gulf War veteran so I don't have a whole lot of money to spend you can see the detailed pictures your flame retardant covers should have been made out of stainless steel the brackets retaining them should have been made out of stainless steel and you would have never had this issue but upon disassembly of the grill I go to reinstall these parts that I had to purchase and the hardware holding them to the grill are rusted Beyond trying to get loose which is going to require drilling them out with the drill the base of the grill is Rusted the paint finish on the grill is burnt off so it wouldn't make any difference if you wipe oil on it or not if you look at the back of the grill where the brackets for your flame retardant plates bolt to they're rusted Beyond repair those bolts should have been made out of stainless steel I'm not beating your product up I'm just trying to help you out and making it better I hope to get this resolved today or I will contact Home Depot I have no intentions of installing the parts that you sent me that I had to purchase for $50 I would like an RMA to send them back and I'm hoping that your company will stand behind your product and help me out.

-----Original Message-----

From:

To: service

Sent: Wed, Nov 1, 2017 11:20 am

Subject: Attention Casey please verify receipt of this email

To:service

Details I'm going to report this to Home Depot the reason why it rusted is because your protective coating burnt off there's no way to protect bare metal I'm going to file a complaint with the Better Business Bureau I'm going to post the pictures of this on the Internet I'm going to go to your website and post them on your website and I've already contact the manager of Home Depot and I hope they pull your products from the line because I believe he's going to work with me where as your company won't I also want a full refund I will not pay for the return shipping of the parts that I ordered from you that cannot be installed you were either send me a shipping label or I will dispute the charges on my credit card your company is a fraud there's better quality made in China your grill is inferior made those parts should have been made out of stainless steel again anybody with common sense knows that if the flame of a grill Burns off the protective coating of the metal there is nothing to protect that metal and it's going to rust no matter if it's sitting outside under a $75 cover or sitting inside your garage. Sent from AOL Mobile Mail

On Wednesday, November 1, 2017 Customer Service wrote:

Thank you for contacting Char-Griller! First off, I would like to say how very sorry I am to see that your grill has rusted on you. I went ahead and submitted your claim to the warranty department. Based on the photos provided and the date of purchase, they are unfortunately not able to issue a warranty on any of these parts. I have attached a copy of the warranty policy for you. You can find their response below. "RUSTING We do not coat or pre-treat our grills with any chemicals or anti-rust agents. A very important part of maintaining your grill is the frequent seasoning of all the metal surfaces of the grill – not just the cooking grates. We recommend using any type of cooking oil, animal fat, shortening or any kind of 100% vegetable oil, which means nothing with water in the ingredients. It is also very important to keep the body and grates of the grill clean and free of solid and liquid food debris since this traps moisture and can cause rust to form quickly. For the porcelain-coated grates, we recommend NOT using a wire brush or any rough item to clean the grates since this can cause them to chip and rust to build up below. Using a grill cover whenever the grill is not in use is also essential to help protect your grill from the elements. The covers are water resistant, however, they are not waterproof, so we do recommend keeping the grill under a covered patio or in a garage out of the direct elements. Any type of standing water on your grill can cause rust. We recommend keeping the grill as dry as possible. Leaving the lid open to let the grill cool off will also help keep moisture from forming in the lid. Allowing the grill to completely cool down before applying the cover is also necessary to extend the life of the grills. Gas Grills and Combos (Duo/Trio) Before the first use of the grill, you will need to cure/season the grill with any type of cooking oil, shortening or bacon. Do not use any type of cooking oil or spray that contains water. Using water can deteriorate or cause rusting on the surfaces. We recommend coating the entire grill, inside and out with the oil. This will help prevent rusting from moisture or humidity. Dump the ash pan on the charcoal side of the Duo/Trio after each use. Ashes in the ash pan will hold moisture in your grill. Cool with the lid open to prevent moisture build-up. Gas grills tend to hold more moisture. After each use, make sure the grates are free of food debris by burning the food debris off of the grates or wash the porcelain coated grates in soap and water. Tough debris can be removed by soaking a paper towel in vinegar and putting it on the grate. This will loosen the debris and you can wash off the grate. Make sure they are dried thoroughly. We suggest you coat them with cooking oil after each use. Do not use a wire brush Keeping the catch pan and grease tray clean of debris will help prevent them from rusting" If there is anything else that I can help you with, please let me know.

Thank you. Kacey Char-Griller Customer Service Representative

On Wed, Nov 1, 2017 at 10:55 AM, wrote: T

o whom it may concern I just want to say that your receptionist Casey is totally professional but doesn't make light in the matter that I am totally disappointed in your product that's just a little over a year old I bought it in May of last year when I got it home and had broken grills which you probably replaced I bought a $75 grill cover I use this grill a lot I'm 65 retired Gulf War veteran so I don't have a whole lot of money to spend you can see the detailed pictures your flame retardant covers should have been made out of stainless steel the brackets retaining them should have been made out of stainless steel and you would have never had this issue but upon disassembly of the grill I go to reinstall these parts that I had to purchase and the hardware holding them to the grill are rusted Beyond trying to get loose which is going to require drilling them out with the drill the base of the grill is Rusted the paint finish on the grill is burnt off so it wouldn't make any difference if you wipe oil on it or not if you look at the back of the grill where the brackets for your flame retardant plates bolt to they're rusted Beyond repair those bolts should have been made out of stainless steel I'm not beating your product up I'm just trying to help you out and making it better I hope to get this resolved today or I will contact Home Depot I have no intentions of installing the parts that you sent me that I had to purchase for $50 I would like an RMA to send them back and I'm hoping that your company will stand behind your product and help me out. Respectfully