Grill Cleaning
Rescue LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 189 total complaints in the last 3 years.
- 89 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:12/22/2022
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
Placed orders (2) on 12/11/22, paid through PayPal and merchant received payments of $81.60 and $25.98 on 12/12/22. Merchant has not delivered product to carrier (verified by carrier that item not received for shipment). Merchant printed shipping label but did not ship product. Grill Rescue refuses to refund or cancel order despite being paid in full.I have opened dispute with PayPal but merchant continues to state that carrier hasnt updated their system There are many many complaints about this issue on Grill Rescues social media FB page. Something is going on for months now with grill rescue taking money but not fulfilling orders.Business Response
Date: 12/28/2022
Hello *******,
We apologize for the delay in the arrival of your order. We understand that you are frustrated and we want to assure you that we are doing everything we can to get your order to you as soon as possible.
Due to the influx of orders this holiday season, with an added delay caused by the severe weather conditions, some orders are arriving later than the usual shipping date.
Upon checking, the order is already in transit and is expected to be delivered on December 31,or earlier.
Thank you for your patience.Customer Answer
Date: 12/28/2022
Complaint: 18630956
I am rejecting this response because:
I have requested multiple times for a cancellation and refund. Merchant frantically sent merchandise (which I have not received yet) AFTER several requests to cancel. I plan to return merchandise IF I actually receive a shipment.Merchant promised fast holiday shipping and Still has not delivered
Sincerely,
*************************Business Response
Date: 01/02/2023
Upon checking, the order has been delivered last December 28 with the tracking number: **************************************************************************************************
Customer can refer to this link for our refund policy: *********************************************************
Customer Answer
Date: 01/09/2023
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.
Sincerely,
*************************Initial Complaint
Date:12/22/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Never shipped item. Provided fake tracking number through DHL. Would not respond to emails. Reviews show they are a scam.Business Response
Date: 12/28/2022
Hello *****,
We apologize for the delay in the arrival of your order. We understand that you are frustrated and we want to assure you that we are doing everything we can to get your order to you as soon as possible.
Due to the influx of orders this holiday season, with an added delay caused by the severe weather conditions, some orders are arriving later than the usual shipping date.
As per checking, the order is out for delivery today, December 28. You can track the status through the tracking link sent to your email.
Thank you for your patience.Initial Complaint
Date:12/20/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
On December 9, 2022, I placed an order for 2 grill brushes and 4 cleaning heads. My order came to a total of $70.10. Grill Rescue said my order shipped from ** to ** on Dec 12th. It is Dec 20th and my order was either lost or never actually shipped. Grill Rescue sends me automated messages saying they will keep me updated when I ask for a refund. I am seeking my $70.10 back since I will not be receiving my order.Business Response
Date: 12/28/2022
We apologize for the delay in the arrival of the order. We understand the frustration and the inconvenience this has caused.
Due to the influx of orders this holiday season, with an added delay caused by the severe weather conditions, some orders are arriving later than the usual shipping date.Upon checking, the order has been delivered yesterday.
Thank you for your patience.
Customer Answer
Date: 12/29/2022
Complaint: 18617040
I am rejecting this response because: I never received the order at my address. I just keep getting standard responses from the business.
Sincerely,
***********************Business Response
Date: 12/30/2022
We have been in constant contact with DHL about these orders and because of the large number of packages due to the holiday rush, DHL is backed up which caused the shipment delays of some orders.
Checking on the tracking, the order was already delivered last December 27.
Customer Answer
Date: 01/03/2023
Complaint: 18617040
I am rejecting this response because: The order was never delivered to my address. I have not received the order and only get the same responses from this business.
Sincerely,
***********************Initial Complaint
Date:12/20/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
This business has not sent their product. It has been 'shipped' since Dec. 8th, with no tracking movement. Reached out to the company, and they stated its on its way, both tracking numbers from DHL and **** state otherwise, as nothing has been received by either only a label created. I was told in the **** app by the company it would arrive by Christmas. This is false. No refund will be issued because their system states 'shipped' but tracking very clearly shows it has not.Business Response
Date: 12/28/2022
We apologize for the delay in the arrival of your order. We understand that you are frustrated and we want to assure you that we are doing everything we can to get your order to you as soon as possible.
Due to the influx of orders this holiday season, with an added delay caused by the severe weather conditions, some orders are arriving later than the usual shipping date.
We will keep track on the status of the package and will reship if status is not updated within this week.
Thank you for your patience.Customer Answer
Date: 12/28/2022
Complaint: 18615404
I am rejecting this response because:
Sincerely,
*******************************Business Response
Date: 01/02/2023
Upon checking, the order is expected to be delivered on January 7 with the tracking number: **************************************************************************************************
Customer can refer to this link for the refund policy: *********************************************************
Customer Answer
Date: 01/05/2023
Complaint: 18615404
I am rejecting this response because: you should refund my money; I promise super-fast shipping in return of your product if I ever receive it. Sound familiar? I should not have gone through this process. You made false claims, did not ship the product until well after this complaint. Yet took my money. I promise (just like your adds) to send you back your product (if it ever arrives), so you should refund my money immediately as you had no problem taking it (lying and not mailing the product to begin with).
Sincerely,
*******************************Initial Complaint
Date:12/14/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Paid a Kickstarter on June 22, 2022 for some product's they were trying to get off the ground. Spent $543.95. Did not like the product and tried to return it. Company said that because it was ordered from a Kickstarter, they weren't going to give me a refund, even though some of the items I bought were also sold on their site well before they started the kickstarter pledge. Nothing on their website says they were restricting product returns ordered from Kickstarter. Website actually claims a 100% guaranteed return on items used or not used for first-time purchases, no questions asked. ORDER: GRILLRESCUE-2477916 Receipt #****-1094Business Response
Date: 01/02/2023
The item was funded in Kickstarter, and we don't have any control over refunds.
If a project is still live, you can cancel your pledge before it ends. However, once a successful project has ended, and collection has started, it is no longer possible to cancel your pledge.
Kickstarter terms and conditions regarding backing a project are also indicated here: ***********************************************************-Does-Kickstarter-issue-refunds-
Customer Answer
Date: 01/03/2023
Complaint: 18576701
I am rejecting this response because:
Sincerely,
*************************Business Response
Date: 01/05/2023
As per Kickstarter terms and conditions:
Kickstarter is not a store and we do not issue refunds. When you back a project, youre supporting a creators right to try to make something newand agreeing to go along for the ride. For more information, please read our Terms of Use.
What are creators obligated to do?
When a project is successfully funded, the creator is responsible for completing the project and fulfilling each reward to the best of their abilities. Their fundamental obligation to backers is to finish all the work that was promised, honestly address backers concerns, and deliver rewards.
All money raised goes directly to the creator and is managed by the creator (with only a small fee passing through Kickstarter's hands).
How do I request a refund?
If a project is still live, you can cancel your pledge before it ends. However, once a successful project has ended, and collection has started, it is no longer possible to cancel your pledge.***********************************************************-Does-Kickstarter-issue-refunds-
Customer Answer
Date: 01/06/2023
Complaint: 18576701
I am rejecting this response because clearly it states that most of the money goes to the business. The business therefore should take responsibility for their poorly made product. According to the amount of backers they have for the project, there shpuld be no issues refunding my order. If the company claims otherwise, they are ripping people off. Their product is also still being sold at kickstarter prices, which defeats the purpose of using Kickstarter in the first place.
Sincerely,
*************************Initial Complaint
Date:10/12/2022
Type:Order IssuesStatus:ResolvedMore info
Complaint statuses
- 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 order a grill brush from grill rescue and now they are charging me for more brush heads without my permission. i have emailed and called and they say i signed up for a subscription. I told them that was not clear that I was signing up for a subscription and that after reading their review on BBB, ****** and ******** that several people didnt understand this either and that they are being deceptive. They have refused to cancel the orders. I would like this cancelled as soon as possible and think they should make the subscription less deceptive.Business Response
Date: 04/24/2025
Hi *****,
We sincerely apologize for the delayed response. Weve reviewed your account and saw that your concern was not properly addressed at the timethank you for your patience, and we truly appreciate you bringing it to our attention again.
To confirm, your subscription was canceled back in November 2022, and no further charges should have occurred after that. If you've seen any unexpected charges beyond that date, please let us know so we can investigate right away.
We understand how frustrating this experience has been and are truly sorry for the confusion. Were actively working on improving how our subscription options are presented to ensure clarity for all customers.
Please dont hesitate to reach out if you have any further questionswere here to help.Customer Answer
Date: 04/24/2025
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.
Sincerely,
***** ****
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