Complain about a product or service

Nexgrill Gas Grills

Andrea of Voorhees, NJ August 13, 2009

Purchased a "Stainless" Propane Grill from Home Depot under name of Charmglow made exclusively for Home Depot. I noticed after the first season the Burner Tubes and Flame Tamers were rusting not a normal characteristic of stainless steel. Although the gill is kept covered and under and overhang the corrosion continued and flames leaped up from the large holes created as they corroded.

I tried to contact Nexgrill only to get no answer I called Home Depot and was told to go to the manufacturer they were not responsible. I researched on line to find a multitude of similar complaints and frustrations seeking accountabitity, repare and or restitution.

I paid in excess of 500 for this 5 burner grill that no one will stand behind. Moreover I can't believe that their isn't a recall as it relates to safety. Large areas of flam licking up from the Grill is both hazardous and of Inferior Quality. I do not have an opperational Grill and am out the 500 plus dollars paid for the grill.

Richard of Ocala, FL June 24, 2009

On 6/27/2006 well I needed some things reparted on it Jan. 2009 since I have used it pretty much everyday since the purchase. Jan. 1, 2009 I called Jenn-Air who in turn contacted they're warranty company National Warranty Svc Office and on 2/2/2009 I was contacted by MD Appliance Service and they came to check and service the grill. The Appliance Tech was not able to repair or replace and of the following items: 4 brass burners (lifetime warranty item), 3 ignitors, 1 regulator, 3 grill grates. The above parts have been ordered on 2/10/2009.

Everytime I call MD Appliance Service I am told that the 4 brass burners and center grill grate are still on back order. I have contacted Jenn-Air and I have contacted Nexgrill (Nexgrill numerous times). I am continually told by Nexgrill the parts are still on back order. I call them every 30 days and I am told a shipment of parts has just arrived or a shipment is due in 2 days. I am told the parts will be sent to MD Appliance as soon as they come in or when shipment is received the parts will be sent to MD Appliance Service within 1 to 2 working days and on a couple of occassions been told MD Appliance will have the parts on a specific day.

I will call MD Appliance Service on the day I was given or 2 days after the day I was given and the burners and center grill grate have not arrived. I get email updates from Nexgrill and on 2 to 3 different occassions the email updates have told me that the parts have been received but have been sent to other customers because of a high demand for the parts.

It is now hurricane season in Florida and I am still without the use of my BBQ which is the only way of cooking if we lose our electricity. Nexgrill has shown no concern about this issue and I have feel that since I started to get repairs completed 2/2/2009 (parts ordered on 2/10/2009 originally)and it is now 6/24/2009 and I see no end to this problem it was time to contact Consumer Affairs.

Romuald of Clifton, NJ June 20, 2009

I bought a Nexgrill BBQ Grill at Target for 599.00. It was supposed to be all stainless steel. We all know that stainless does not rust and fall apart. The main problem with my grill is that the burners are not stainless, or very low percentage of stainless steel in them, and thy rust out, crack, and fall apart presenting a fire hazard and danger to the homeowner.

I got a free replacement the first time from Nexgrill. The next time that I noticed that the flame was not normal I called them again and they said that the warranty is over. Since then I'm on my fourth set of burners, that I keep buying as soon as they show signs of rust and cracks. I have five burners in that grill and the cheapest price was 95.00 plus shipping. Someone should be responsible for manufacturing this piece of garbage and posing a danger to innocent consumers.

Jerry of St.Helens, OR June 13, 2009

I started the grill to fix dinner after a few minutes I smelled plastic, I opened the doors of the unit and there were flames coming from the hose lesding from the propane tank to the tee in the line I was able to get a wet towel over my hand and turn off the propane tank and then extingwish the remaining flame the hose was compleatly burnt through. I don't know what caused this but I am very sure there is a safety issue here my grill is only 2 years old and I keep all excess grease off of the grill and since this was the first time we have used the grill this year the grease trap was clean.

Mike of Springfield, VA March 29, 2009

NEX grill model 720-0439, SN 720CSFJC0439, Purchased at Costco in 2008 has failed. Main searing burner will not function properly nor fully ignite. Cannot use it for it's intende purpose anf woulf think that a grill only a little over one year old would not fail, Qulaity seems very poor. Was wondring if others have had similar problems wiht this grill?

Due to poor quality I must purchase either a new grill or a replacement Searing burner for continued use of this grill.

Iggy of Pompton Lakes, NJ January 2, 2009

I purchased this grill approx 3 yrs ago. during the summer all the burners were rusted out. when i called them they told me i would have to Pay 60.00 for new ones that have a 5 yr warranty and that it was a one time replacment only. i did that now they are rusting out again after 6 months.

this company should stand behind there warranty and also my knobs are getting hard to turn. i keep my grill clean and covered when not in use. this is terrible service

Benjy of Wetumpka, AL May 29, 2008

I was given this grill as a present several years ago. It was purchased from Target. The grill has been out of commission for some time because the parts-burners specifically-have burnt up(for lack of better word). I called the company and was told to fax over my information to find out if it was under warranty. Won told me that if it was not under warranty that the cost would be 20 per burner. I faxed over the information several weeks ago and have not heard from anyone to this date(May 29,2008).

I went online again today to find a possible different number and found that the same model was recalled in 2006(about the year that the grill was purchased) because of the possibility of overheating. I was not told this information by the representative and possibly have not heard anything for this reason. I was on hold for 30 minutes today and had to hang up. I am now going to try back to see if anyone will answer to discuss this matter. I feel that this may be the cause of my problems with this grill.

I feel that I should receive a new product because of the fault with the overheating and possibly causing the internal parts to break consequently. I know have to pay for 6 new burners at 20 each or buy a brand new grill. This product was not cheap and I feel that if 500 is spent on a product that is not even used everyday and it breaks due to manufacturers defect it should be made right.

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