Complaint Review: Char-Broil

I had bought a Char-Broil Barbecue(Model #466420911) from Lowes in Cananda(Jun2011). At first the grill was excellent. I realized after 3 cookouts the firebox was in flames even after the bbq was off. Few times I had to blow it out.  I had found that there was a heavy form of grease build up underneath the firebox. The grease was traveling through the firebox(BBQ PIT) through the holes to this metal sheet(suppose to go to the grease bowl). After looking underneath the bbq I realized grease is building up on the metal sheet and falling through the sides on to the propane tank. Which is a fire hazardous issue. There is one inch room where I can only slide my camera to the side to take a picture of the grease build up. This is how I sent charbroil images to explain it.

I called Charbroil 4-5 times, they gave me two to three stories. The first time I called the lady told me to supply pictures. I did, Charbroil replied back saying the grease was traveling through the top of the hood from the grease rack to this part. they closed the case through email without even hearing me out. I called them back again and I explained to them thoroughly what was happening. She said okay we will review it again.  Same answer. Now after getting frustrated, they decide to send it to the engineers who made it. Now I am pissed off I go to the Lowes where I bought it. They are even surprised, how the metal sheet is riveted on to the bbq. They even confirm that there is no way the grease it traveling from the grease rack(top of hood) to the metal sheet. No trail or source of grease path. The manager writes down the model # and tells us to call the company.

I call the company again, now they finally understand what I am talking about, so they send it over to to their engineers. After one week I didn't get any reply, the lady on the phone told me they would contact me. I call back and they said oh we called. I have voicemail, call display. No phone calls had been made. The engineers note says that because of the excess grease the extrusion is seeping through the holes. My exact point to begin with, now I am really frustrated because I repeated this 3 times over. The lady on the phone tells me your going to have to spray a biodegradable grease cleaner and hose it out. I explained to the lady "no problem, I fully understand, but as you know if I keep hosing it down, wont my bbq rust. "She totally understands, now she goes and looks at another bbq, she tries to find a way where she can figure it out. She cant so she tells me I will personally take over your case and make sure this gets resolved. She's like I will send it to the engineers and ask them how you can clean it and I will give you a call back at 5 tomorrow.

The next day no call has been received on my side, so I call back and they say the engineers note hasn't come yet.  I wait 4 days before calling them back. When I call back the lady on the phone not only interrupts me while I am speaking. She sounded like she's ready to jet out the door. What kind of customer service is this? Anyways she reads out the engineers note which reiterates what the previous lady said. Let bio degradable grease cleaner sit and hose it out. I ask what if it rusts, she says I cant guarantee anything. I politely ask can I please speak to a supervisor. She says sure and puts me on hold. I wait for a good 10 minutes and hang up. Now the office is closed.

What the heck is this, so basically I have to hose out all that crap which will pour off the side. Clean up the grease from the inside of the bottom cabinet and worry about rust. This BBQ I assume will last me another summer before it starts rusting up. I figured I would let the company know and they would stand behind their customers. I guess there not like other companies.

 Worst customer service and bbq for maintenance wise. I will never buy a Charbroil grille ever again, and will let my manager and other co employees who have recently just bought Charbroil BBQS to return asap. Spend your money and get a nice webber. My friends have no regrets. GOODLUCK!