Business Profile

BBQ Supplies

GMG Products LLC

Headquarters

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Complaints

This profile includes complaints for GMG Products LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

52 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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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:06/17/2025
Type:Service or Repair Issues
Status:
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 purchased a *** Ledge 2.0 on 03/16/2024. It was good for the first 11 months although I did not use it a ton. It's been used less than twenty times in the 15 months of ownership. The grill started not firing up in Feb 2025 occasionally. I called and left messages multiple times months ago when this started happening. No response to this day. The grill now does not fire up at all. Upon removing parts to get the burn bowl, I found the ignitor broken in half. I now have a $1200 paper weight. On top of that, the body of the grill is rusting through and the smoke stack is delaminating. I emailed them. They told me they would sent an ignitor ASAP and to take up the rust and delamination with the dealer. This is not a dealer issue, this is a quality/manufacturing issue. The dealer isn't going to do anything about it as it's not their problem or warranty. I still have no ignitor shipping details. I've emailed back multiple times with no response. Also the **** control option has never worked until the latest firmware update that came out recently. So that was basically false advertising for the first year this smoker was available. This is absolutely the worse customer service I have ever received. I want my money back or a replacement although unless they've made some serious improvement to the manufacturing and/or design, I can't imagine a new one will last any longer than a year without issues.
Business Response
Date: 06/17/2025
Our team will be in touch.

Best
GMG
Customer Answer
Date: 06/17/2025

Complaint: 23481678

I am rejecting this response because: This is not resolved. GMG is passing the buck to the dealer who is obviously not going to replace the perforated body of the grill if they are not going to get reimbursed. This is not a dealer issue, its a quality/manufacturing issue. I got a response finally that the ignitor will be shipped, that I have to take god knows how much time to replace it myself AND a video on how to manually light my smoker Is this a Joke? The Weber grill this replaced was seven years old, had not a SPOT of rust on the body and I sold it for $250. Never replaced a part in it. Please guys do the right thing.

Sincerely,

Eric Sansone
Business Response
Date: 06/23/2025
The dealer assists GMG with all issues. We will resolve through the dealer as the final step.
Customer Answer
Date: 06/24/2025

Complaint: 23481678

I am rejecting this response because: This is not resolved until I have the grill replaced due to the rust perforation. The dealer did reach out to me, and they are working with their rep to try to resolve the issue. As soon as that happens, I will mark my complaint resolved.

Business Response
Date: 07/01/2025
We will get Mark amd Tony back together. I was told this was taken care.
Customer Answer
Date: 07/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23481678, and find that this resolution is satisfactory to me. Green Mountain Grills took complete care of me with this situation. They worked with the dealer and I had a replacement grill in the box within a week. These guys stepped up and did the right thing. I couldn't be happier with the outcome. Mark, thank you! Stove Depot, thank you!

Sincerely,

Eric Sansone
Initial Complaint
Date:01/13/2025
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 *** grill on Dec 3rd, it is a little over a month old and does not work correctly at all.I called support twice and no one will return my calls. I tried to reach out via email several times and I get little or no response, if there is one they are not addressing the core issue. A this point I no longer wish to continue and would like to drop of this grill at a local dealer and get a refund.Issue: The grill will not heat up to target temp, it takes over an hour to get to 225 degrees and it will not maintain a consistent temp. The grill is useless and there does not appear to be a fix.I purchased the grill online through ***************************I really want to get this resolved quickly.
Business Response
Date: 01/13/2025
We need to walk through a update to the program ASAP with the customer
Initial Complaint
Date:10/15/2024
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 own two GMG pellet smokers, the ** Prime and DC Prime, and both have issues with heating and maintaining temperature. While the service department did direct me to another company for necessary parts due to back orders while the grills were under warranty, these problems seem minor compared to a more serious concern: both grills are severely rusted, including the cooking interiors. I've friends who own competitors' pellet grills over ten years old that show no signs of rust or corrosion, highlighting the inferior quality of materials used in these GMG models. **************** has been frustratingly unresponsive, with calls going unanswered and parts on backorder for up to six months, leaving my grills unusable while the warranty continues to run. I've owned three ********** in under four yearsone DC and two ** Primeand the experience has been consistently disappointing across all of them. I am seeking an immediate resolution to these issues.
Business Response
Date: 10/16/2024
We appreciate your concern and we will speak with customer support and yiur dealer to assist from here with a resolution
Customer Answer
Date: 10/16/2024

Complaint: 22428236

I am rejecting this response because: I am rejecting this response because it did not offer a firm resolution. I require a prompt and effective solution. My experience with customer service has been unhelpful. Here are my dealer details: Chucks Gun and **** Warner Robins Georgia
************

Sincerely,

****** ********
Initial Complaint
Date:06/21/2024
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 bough this grill 4/6/2024 from a local dealer for one trying to get in contact with someone is nearly impossible I bought this peak 2.0 with issue from the get go I have called them spoke to a **** from customer service via email then he finally called a week later about this was told he Gmg was going to replace this as of may still have been fighting them about this, I spent a decent amount of money on a product that is totally garbage from day one lid falls off with there hinge system on top of the grill leaking grease from the bottom corner of barrel so no there is stains on my concrete they should offer a grill mat for free with there grills I want this replaced like they said asap Im pretty sure there is a dealer in town that has a new grill in box that they can assemble and deliver I should get half of my money back for the inconvenience again time what customers dont have to be waiting on someone to get things together also handle for side burner is broke as well come on guys!!!
Business Response
Date: 06/21/2024
We will send yo your dealer and resolve
Initial Complaint
Date:06/04/2024
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.
***************** fails to heat to initial 150d. Several resets have to be done to achieve this temp. Grill shuts off after temp is adjusted from initial 150d. Again, several resets to overcome this. Grill takes too long to heat up to 350d. Fan shuts off during warm up followed by a long pause and then fan may or may not restart. Grill shuts off routinely during cook/smoke. Again, several resets during the cook/smoke. Cigarette style power plugs used on the power source routinely loose contact. My Power source has been replaced once already. Ignition rod as been replaced. Firm ware updated.The grill/smoker is not dependable and does not operate at a reasonable consistency. Metal shell is too thin as well. Heat cycles expand and contract the thin metal causing the paint to chip followed by rust and metal failure. Drip pan is too thin and warped.
Business Response
Date: 06/04/2024
Sorry for the troubles. We will get your rep and delaer involved.

Best

Gmg
Customer Answer
Date: 06/04/2024

Complaint: 21800786

I am rejecting this response because:
this response in no terms suggests a solution. Its not a dealer issue. Its a design and manufacturing failure.

Sincerely,

***************************
Business Response
Date: 06/14/2024
We have contacted the dealer.

Customer Answer
Date: 06/17/2024

Complaint: 21800786

I am rejecting this response because:

Sincerely,

***************************
Business Response
Date: 06/24/2024
Manager has been in contact and supplied parts.
Initial Complaint
Date:05/31/2024
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.
Purchased a "Ledge ***********************" grill about 2 years ago from BBQ galore on Clairemont Mesa Blvd in *********. I had trouble with the grill from the beginning. They did exchange the grill for a new one. But that grill has never worked properly either. I ended up having to replace the auger on that brand new exchange and had to do the work myself. The grill never starts as it should. I spoke with Green ******** Grill (GMG) several times about on going problems. BBQ galore would not offer any additional assistance. They could never offer much help. I got tired of trying to speak with them and I rarely used the grill due to it being so unrealable, but I spent a lot of money on it and kept it around. Last year I attempted to use it and opened the door once it was heated. A gush of flames came right out at my face. I've been afraid to use the grill again. It's been a year or so and I had a fresh blue fin tuna I wanted to smoke, so I gave it another go. It took me over an hour to get the grill to light. Once I did the smoke was so intense, I immediatly unplugged it. ***** continued to bellow out for over an hour! I believe there was a small fire inside the pellet container. I emptied the pellets and after 30 more minutes, the smoke stopped. I am deathly afraid to use this grill again. It's not safe and has rarely worked correctly. I called and emailed GMG today. They are closed for the next 4 days.Purchased at ******************** ************ Date of purchase September 6, 2023 (this is the exchange grill. 1st grill was in April)Warranty at ********** 30 days Warranty at GMG 3 years Purchase price $929
Business Response
Date: 05/31/2024
We will have a technician take a look at it.
Best
GMG
Customer Answer
Date: 06/11/2024
Please do not close case #********. The company did contact me, after I contacted them, but they have not scheduled an appointment with me as promised per my phone conversation with them. Thank you
Business Response
Date: 06/11/2024
We have been in contact and scheduled a technician to look at the unit
Initial Complaint
Date:05/13/2024
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 bought the green mountain green and they have a warranty for the control panel for 3 years. I am well within the warranty and the control doesn't work which makes the grill not work. I have been in contact with the company but the keep telling me and others with the same issues that the panel is on back order. I have asked for a partial reimbursement to purchase a new one but the have declined. I would like a full refund if they are not stick to their warranty
Business Response
Date: 05/14/2024
We are terribly sorry. We are waiting for these parts to come in. It should be filled on the next two weeks.

Best

GmG
Customer Answer
Date: 05/14/2024

Complaint: 21694823

I am rejecting this response because: I have been waiting multiple months for this part. I know several others that have been waiting as well. I want a refund on the grill

Sincerely,

***********************
Business Response
Date: 05/15/2024
We will direct you to your dealer
Customer Answer
Date: 05/15/2024

Complaint: 21694823

I am rejecting this response because: The warranty is through the company. I want a refund from you.

Sincerely,

***********************
Business Response
Date: 05/22/2024
We only deal with the dealer network.customer support can assist
Customer Answer
Date: 05/22/2024

Complaint: 21694823

I am rejecting this response because: stand by your warranty

Sincerely,

***********************
Initial Complaint
Date:04/30/2024
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.
Purchased my DB prime new from a local dealer in the spring of 2020. For the first couple of years it was operating just fine than I started having inconsistent smokes. Kept getting spikes and lows in temperature. I have had to replace the igniter wire, power cord, temperature wire and control panel all in the past two years. So many meals have been ruined because of all these issues I really cant plan on using my GMG because its not dependable for me only after 2 good years of use. One reason I chose GMG is because of the feedback about their excellent customer service this unfortunately is not the case now. I will say that all the parts Ive had to replace I didnt have to pay one cent for I will give them that positive **** they have taken care of me from that standpoint, the negative is I have left several messages emails dont get responded to or they get responded to after several hours or even days. When you are trying to fix a grill you cant do that . I paid a premium price for this grill from a local dealer who is since went out of business, closed or retired. Now I have a grill that I believe was a lemon and cant use because no one can seem to help me get it fixed and theyve just dropped the ball on me with no assistance so I met a loss. I dont really know what to do at this point. *** asked them if they could possibly work with me on a new one, but I get no response. This is my fourth smoker so I kind of know what Im doing and none of the other ones had any issues like this specially in the short amount of time. I have tried explaining to support that nothing on this smoker has functioned correctly in forever my last two planned BBQs failed and really dont know what to do now. I hate to invest in another smoker but may mot have a choice. But other shoppers do so make sure and please read this before you make a decision on buying from a company like GMG
Business Response
Date: 05/01/2024
Every pellet grill is a part away from operating successfully. This is why gmg has a parts warranty. We are happy to troubleshoot your unit with you. A representative will contact you.
Initial Complaint
Date:04/24/2024
Type:Service or Repair Issues
Status:
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 have a green mountain grill trek model. The grill is still under the manufacturer warranty. In January of 2024 my grill stopped heating up and would not hold a steady temperature. After working with their tech people I was sent a new temperature sensor in February and I installed it. This did not repair my grill. After playing phone tag with the tech line again the firmware was updated. After talking to the selling dealer it was decided that the control board needs to be replaced. After contacting GMG Tech line again they agreed that the controller needs to be replaced. But they say none are available and cant provide me a shipping date for this replacement part. As our last conversation I was told that it could be a month or two they didnt know. Since my grill has been unusable for going on 4 months with no idea when the part will be available and dont know for sure that it will fix it. I think that at this point GMG should just replace my grill under the warranty.
Business Response
Date: 04/24/2024
We will have a control board for you soon.

Best

Gmg
Customer Answer
Date: 04/25/2024

Complaint: 21620098

I am rejecting this response because:
Soon is a vague term can we get a shipping date? Maybe a tracking number.
Sincerely,

*********************
Business Response
Date: 04/30/2024
We have completed our test of the new board and we are sending out. You will recieve tracking within 48 hours
Customer Answer
Date: 04/30/2024

Complaint: 21620098

I am rejecting this response because:
I will wait to receive this part. Can you include installation instructions? And will the part need firmware update?? I dont want to play phone tag with your tech department. After installing the replacement part and testing the grill I will close this complaint.
Sincerely,

*********************
Business Response
Date: 05/03/2024
This video follows the same methodology as the trek for changing the controller.

*******************************************
Customer Answer
Date: 05/03/2024

Complaint: 21620098

I am rejecting this response because:
I received the part that you sent me and tried to installed it as the video on your website showed. I was unable to install it as the part is different from the on in my the grill. I tried to call tech assistance and was unable to Talk to any one at your tech line. This has been going on since January. Can you please just replace my grill under the warranty
Sincerely,

*********************
Business Response
Date: 05/10/2024
**********************************

Or *******************************

Can start a ticket

But we will call you and explain
Customer Answer
Date: 05/13/2024

Complaint: 21620098

I am rejecting this response because:
I talked to your tech on Friday and went through some grill adjustments we tested the grill. I then tested the grill on Saturday and again on Sunday still having problems. I emailed your tech on Sunday asking to be called. With no calls as of yet. Can we please just replace this grill this has been going on since January?
Sincerely,

*********************
Business Response
Date: 05/15/2024
We will forward to support
Customer Answer
Date: 05/15/2024

Complaint: 21620098

I am rejecting this response because:
How long do we have to play this game?? Please just make this grill work. Or replace it. Or refund my money I bought this grill, a cover, the leg extensions, and the pizza oven and for 2 years used it 2-3 times a week and bragged about how great it was. Mamoral day is coming can we make this grill usable ????
Sincerely,

*********************
Business Response
Date: 05/22/2024
We will continue to work with you through customer support. Two staff members have been working with you diligently to solve your issue.
Customer Answer
Date: 05/30/2024
This complaint should not be closed it is no closer to resolution then it was in February. Instead of replacing the grill under warranty they keep dragging it out. The grill is still not repaired.
Business Response
Date: 06/28/2024
Reject
Customer Answer
Date: 06/28/2024

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. After 6 months gmg has finally replaced my grill. Very poor communication and very poor customer service I will never recommend GMG again.

Sincerely,

*********************
Initial Complaint
Date:04/16/2024
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 have had this Green *** pellet smoker for a few years now and there have been nothing but issues. I have never been able to consistently use the smoker. When I first purchased the smoker, it didnt work. I called support and they were helpful. The issue was the control panel. I purchased the model with wi-fi. They sent the non wi-if replacement because the other was on back order. I still havent received the wi-fi control panel. I have replaced 4 or 5 AC adapters and the outlet where the adapter plugs in. *** had to replace 2 igniters and currently have an igniter that doesnt work. I have tried contacting support and left a voicemail months ago that hasnt been responded to. I have been starting the grill manually, but its not very convenient to take everything out to ignite manually. Two days ago, I went to ignite manually and now the auger doesnt work. I have tried explaining to support that nothing on this particular smoker has functioned correctly. I have friends that have *** smokers with no issues at all. This is the only grill/smoker I have ever had issues with. Ive had a ***** grill for 17 years, a Primo ceramic grill for 10+, a Pit Barrel with no issues. I think I have worked on the *** more than cooked. I have purchased the pizza attachment that is still in the box because the smoker never works consistently enough. I would like to figure out a solution before I throw it away and just purchase another brand pellet smoker.
Business Response
Date: 04/16/2024
Happy to get your dealer to take a look and see what's happening. Who is the dealer?

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GMG Products LLC is NOT a BBB Accredited Business.