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Business Profile

Fireplace Equipment Manufacturers

Napoleon Appliance Corp

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplace Equipment Manufacturers.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:20/01/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased an ******** gas insert with the expectation that it would enhance both the functionality and appearance of my home. However, shortly after installation, cracks began appearing on the back and side panels. These cracks have worsened over time, raising concerns about the product's quality and durability.

    When I brought this issue to the dealer's attention, their response was:
    "The minor cracking you see is completely normal. In your gas insert, the liner panels are porcelain-coated steel and purely cosmetic."

    **** *********** ** ****** *************. I invested in an expensive gas insert for both aesthetics and performance. To dismiss these cracks as “cosmetic” undermines the purpose of purchasing a premium product. ** * ******* ***** ******** **** ** ******* ***** *** ****** ******* *** ** **** *** ******** *********** *** ******** ******** ****** ***** ******** ** **** ********** ******* ************* *** ******* ** *** ****** ****** ************ ** *** ******* ** *** ********

    Business Response

    Date: 26/02/2025

    Apologies in the delay.  We have made a case and called the customer. Case ******** and will action to support the customer and product.

  • Initial Complaint

    Date:26/12/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I originally contacted Napoleon about my temperature gauge breaking on my Rogue XT grill that we purchased 2 years ago. The temp gauge broke the last week of August 2023. I contacted Napoleon on 9/1/23 about getting a replacement gauge under warranty (Rogue XT grill has bumper-to-bumper warranty for 15 years) and they replied back on 9/14/23 that one would be shipped out to me. To date, none has been sent. Every time I contact them for a status update I'm given a new date sometime in the future. They have done this 7 times now.
    **** ** ****** ***** ** **** ******

    Business Response

    Date: 02/01/2024

    *******,

     

    Thank you for reaching out regarding your experience with Napoleon. I will review your case and provide follow up actions.

     

     

    Customer Answer

    Date: 02/01/2024



    Complaint: ********



    I am rejecting this response because: this doesn't resolve the original issue nor provide any resolution to the problem.

    Sincerely,



    ******* ****

    Business Response

    Date: 10/01/2024

    *******,

     

    A member of our team has spoken to you regarding the supply of the replacement parts and also provided the tracking number for your order.  If you have not received your order please contact us to rectify the situation.

     

    Thank you,

    Larry

    Customer Answer

    Date: 11/01/2024



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Scott from Napoleon contacted me and was super helpful in finally sending me the part. I truly wish it didn't have to come to this.

    Their customer service procedures and/or protocols need some serious adjustments.



    Sincerely,



    ******* ****

  • Initial Complaint

    Date:17/10/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    May 2021 - Purchased Napoleon Grill From **** *** ****** ***** ********** -
    Napoleon Rogue 425 42000 BTU Propane BBQ with Grill Cover - Black

    April 2022 - Warranty Claim ********* made directly with Napoleon for defective burner. Grill can no longer be used.

    May 2022 - Confirmed Serial # which was already provided

    May 2022 - Napoleon Estimated a delivery date of replacement to be June 1st 2022 or sooner

    June 2022- Follow up with Napoleon, no delivery

    August 2022 - Follow up with Napoleon, no delivery. Offer from Napoleon for store credit of $175 for grill accessories which will not fix grill

    October 2022 - No communication or delivery ETA provided from Napoleon

    October 2022 - ***** ******** ******* *********

    Business Response

    Date: 17/11/2022

    Hello,

    We have responded back to the customer several times via an existing case ********* we had open were we are working with him to get his grill repaired. 

     Sorry to hear that you have been experiencing problems with your grill. We appreciate your patience, as we are in the process of reaching out to one of our Registered Napoleon Grill Service Centers, to assist with the repairs of your grill, as a customer courtesy at no charge.
    Once they have accepted the Service Call, they will contact you directly to set up a scheduled onsite visit.
    Thank you for your patience as we work through this process.
    We are very confident that our local technician will be able to resolve the issues with your grill and install the part for you.
    We have also processed your free accessory order * ******* for the below 2 parts. Shipping usually takes approximately 10-12 days.
    ***** * * ****** **** ****** * *****
    ***** * ****** *** *** *** ** ****** *****
    If you need any further assistance regarding your case, during this time we encourage you to still email us, at [email protected].
    Regards, Customer Solutions Team Lead - Bilingual
    Service Network Lead 
    Napoleon Customer Solutions

    Customer Answer

    Date: 24/11/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********. As of November 24th, 2022 I have received my replacement part and Napoleon has installed it. While I am disappointed to have been without a usable product for the better part of a year, I am happy with the steps taken by Napoleon once I initiated a complaint with the BBB. Thankyou. 



    Sincerely, ***** ******

Napoleon Appliance Corp is NOT a BBB Accredited Business.

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