Complaints

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.

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  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.

  I purchased a ********************** Prestige 500 on Apr. 11, 2022 incl. professional assembly. In August 2023 the Ignitor stopped working. I contacted ******** regarding a repair/Warranty.I was told, the purchase was over 12 month and ******** does not Service Napoleon grills beyond that time. They do not have any service available and I should call another company in that case.I found out, the Napoleon Girlls come with a 10 year warranty and ******** is an official Napoleon Dealer.I contacted ******** about that issue again by EMAIL and never got an answer.

  Business Response

  Date: 08/25/2023

  ******************,
  
  Sorry you are having issues with your grill purchased on 4/11/22.
  You grill has a warranty against defective parts. We can and will assist you with filling out any claims to receive a replacement part. I attached a link to the website plus copy and pasted it here.
  The warranty does not include labor diagnosis service calls or the labor to install a replacement part.
  

  This is the statement in the conditions and limitations:
  
  ******** will not be responsible for the installation, labor or any other costs or expenses related to the re-installation of a warranted part, and such expenses are not covered by this warranty.
  
  ********** typically will cover labor on warranty issues for up to 1 year of purchase as a courtesy for purchasing the product from us. After the first year, it has been found that issues develop due to the need for cleaning and maintenance.
  There are wear items like batteries, light bulbs, etc. that need to be changed out also on many units. Due to the nature of their use, these units are subjected to the elements, plus grease and grime on the inside. We recommend yearly service to clean, and inspect parts. If any parts at that time are found to be worn out or defective, a warranty claim can be made for replacements. This warranty can be done through the dealer or the factory. Note: After the first year, ******** does not cover shipping on the replacement part.

  
  Customers can do cleaning and service themselves if handy, or use one of the local service companies.
  
  Greasy Grill Clean ************
  Flametech ************
  
  We currently do not have an in-house service technician.
  
  Filing a claim. We have your serial number, model number and date of purchase.  We also received an email from ******** on August 3, 2023 when you registered the grill with the factory. We may need a picture of the defective part (if logical - cracked, warped, rusted through).
  
  We have not received any other communication through email that I cold find.
  
  Warranty from the website ************************************************
  
  Check you manual for possible changes.
  
  We look forward to assisting you if needed.

  
  Thank you,
  
  ********** Barbecue & Fireplace - Since 1999
  ************************************** | *********, ** 48073
  **************************************;************
  
  Best email for warranty issues is ****************************
  
  ************ Hours:
  Closed: Sunday
  Closed: Monday
  Tues - Fri: 10 am - 6 pm
  Saturday: 10 am - 5 pm
  

  Customer Answer

  Date: 08/30/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The Company just confirmed my complaint. Contacting **************** (******** was very nice and supportive) regarding the failed function on my Grill, it turned out the failure was caused by wrong assembly of the grill.
  I paid Bourliers for the assembling of the grill, expecting a qualified work.
  In their answer ******** was very clear:
  - They do not have a qualified technician and they are not willing to do anything to support their customers to root cause the issue, to repair the issue or do any other activity to correct their mistake.

  That is not acceptable from my perspective.

  Thank you.
  

  
  
  Regards,
  
  *************************