Complaints

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

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• 

  GMG Products LLC

  Lakeside, OR 97449-8660

• 

  Green Mountain Grills

  316 California Ave PMB 1065 Reno, NV 89509-1650

• 

  GMG Products LLC

  PO Box F Lakeside, OR 97449-0805

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:03/20/2024

  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.

  The wheels disintegrated on my Green ******** grill a couple years after purchasing it. For the past year I've been in touch with Green ******** Grills trying to buy replacement wheels, and for the last year I've been told they are on "back order" and they can't provide any date when they will come in. I think it's misleading and unethical to sell a $1000 grill and not be able to provide simple replacement parts for it.

  Business Response

  Date: 03/20/2024

  We will look up your information and get back to you soon.

  Best

  GMG

  Customer Answer

  Date: 03/28/2024

  The company responded they would "look into it and get back to me soon" however, I have never heard another word from them.  They have never attempted to contact me, so you should not list this complaint as "closed" or "resolved" because it isn't.  Thanks.  

  Business Response

  Date: 04/09/2024

  We greatly apologize. You will get a response today. 

• Initial Complaint

  Date:03/01/2024

  Type:Product 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.

  We received a defective unit. We reported this it to the company as it was within warranty. Its been three years and the company has consistently refund to reimburse us for the grill or simple replace it with a working unit.

  Business Response

  Date: 03/02/2024

  We will get our cs department to call soon and find out which part is needed.

  Best

   

  Gmg

  Customer Answer

  Date: 03/02/2024

   
  Complaint: 21373233
  
  I am rejecting this response because:

  The product we received is DEFECTIVE, it left warehouse drilled in an incorrect way. We have replaced four pieces and have spent two years trying to get this device to work properly. We have previously worked to determine the issues without resolution. We found the issue within warranty and given the timeframe and customer service response we will only be satisfied with a replacement with the working grill attached, a cash payment of the value of the grill or a company credit/ check refund of the original cost plus reimbursement for our time and repair costs. 
  This has been a terrible experience and Id also love to discuss my issues with the way the warranty claim was handled with ********************* the director as soon as possible.

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

  Business Response

  Date: 03/13/2024

  We are a parts only warranty and we have attempted to work with the customer and send parts. We have also proactively sent parts to the home as well.   We would love the ability to help replace the proper parts on the unit. 

   

  Best

   

  Gmg

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21373233
  
  I am rejecting this response because:

  We were not even sent all the necessary parts for this repair as the shipping slip indicates that the parts are on a back order.

  The customer service was hostile and in the course of the call said they normally would refer the customer back to the retailer for a replacement. We were convinced to do the repair rather than swap the whole unit and were told if the repair didnt work we could swap it later. It hasnt ever worked properly. It should have been exchanged as soon as the company realized it was defective as it left their distribution center drilled incorrectly. We have had to repair the defective product four times already. We are trying to be understanding but this is unacceptable. This product should be recalled if it isnt being produced correctly which clearly is was as there are records where the company acknowledges the parts were needed for the repairs while still in warranty.

  Kindly reconsider sending a working grill or a refund given the issues reported.

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

  Business Response

  Date: 03/20/2024

  Gmg has a parts only warranty and any unit can be repaired. We have provided multiple *********** above and beyond.

   

   

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21373233
  
  I am rejecting this response because:
  
  As I previously stated. This is a defective unit. It has never properly worked and should have not been sold in the condition we received from this company. Im see the *** isnt even making this item anymore so obviously they are aware of the many issues weve had with the unit.

  Furthermore as this is a grill if the repairs are not done correctly this could be present a safety issue. The last time the repair didnt work the unit presented a fire hazard. If the company would prefer we take the risk and repair it will they be liable should anything happen as there are requesting we the customer make the repair. Should there be injury or a fire caused by the companys instruction will they be liable for future issues?

  We have already fixed this unit four times and the company didnt even send all parts required for the repair as they are out of stock on the lighter needed to make this a working unit.

  Id like to know how many of these units were sold to customers that were reported as defective?

  For the cost of the unit I would expect to receive a working unit. The many issues were reported within warranty. If the company had initially informed us of their mistake in sending this out in its defective state we would have known the unit was this faulty and it we would have returned it, we would have received our money back or been able to purchases a different more reliable product such as a ******* grill which wouldnt have all these issues.

  At one point in the service call we asked the customer service agent if we should just return it and they advised it was a minor repair which would be easier to fix rather than return and that if there were issues it would be covered under the warranty.

  If this doesnt get resolved with the company then there should be further investigation into why these units are not working and a buyer should beware buying these products in the future.

  We did extensive research before purchasing and had something like this been made public we would have gone with a different product.

  I feel like we are being incredibly flexible given the defective unit issue that hasnt been resolved with the company in two years.

  We are simply asking for a refund or a working unit and I do not understand why the company is in such opposition of providing their customers with a working product.

  The customer service agent also said on the call that he wouldnt help us and that it should have been returned previously. I dont feel the company should get to choose who they honor the warranty with and as we are a family or color Im wondering if this is a reason why we have had so many issues in the company helping us.

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

  Business Response

  Date: 03/28/2024

  Gmg is a parts only warranty. We sent parts to repair this unit.

• Initial Complaint

  Date:01/10/2024

  Type:Customer Service 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 2 GMG pellet smokers that neither heat up properly or maintain selected temperature, the only support I have found online asks general questions and does not allow you to ask specific questions, cannot get anyone on the phone for support

  Business Response

  Date: 01/10/2024

  We will get customer support to assist.  Usually firmware updates , heatshield placement or pellet issues are present.  

• Initial Complaint

  Date:10/26/2023

  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 am writing to express my extreme dissatisfaction with my experience concerning a Green ******** Grill, which I purchased less than three years ago. The grill has encountered multiple issues, including three power outlet failures, a faulty auger motor, and problematic wiring. I have made numerous attempts to address these issues with Green ******** Grills, but my efforts have only resulted in vague and unhelpful responses.The most concerning problem revolves around the faulty wiring, which I have brought to the company's attention on three separate occasions. Unfortunately, I have not received any response or resolution regarding this critical safety concern. The grill is literally falling apart, making it both unsafe and unusable.I have invested significant time and effort in attempting to repair the grill, often having to replace parts that Green ******** Grills sent to me. This ongoing ordeal has caused immense frustration and wasted countless hours. Given the continuous problems and lack of support, I firmly believe that the only suitable resolution at this point is a replacement grill.I am urgently requesting a response from Green ******** Grills regarding the wiring issue. I insist on a prompt and satisfactory solution to ensure the safety of my family and property. Furthermore, I expect a replacement grill that is free from defects and operational issues. The current grill I have is simply a piece of junk that has caused me considerable distress and inconvenience.

  Business Response

  Date: 11/05/2023

  We have resolved this issue. 

   

  Best

   

  Gmg

  Customer Answer

  Date: 11/05/2023

   
  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:10/25/2023

  Type:Product 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.

  My experience here was a very terrible one. After I had made my second deposit I was blocked out. Nothing I did worked. I was so frustrated and giving up on my money when Mrs. *********************** came to my rescue and helped me out with the issue. I would have been in a big mess if I had not met ****************************** HARPERJAMESPLATFORM G MAIL COM ) personal email them privately. I wish to recommend ***************** to anyone in recovery of loss. She saves me and I believe She can also save others who have run into loss.

  Business Response

  Date: 10/26/2023

  What is the issue?

• Initial Complaint

  Date:10/03/2023

  Type:Product 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.

  Green ******** Trek grill was purchased in April of 2023. The grill has not worked since the first two weeks of having the unit. I have been in contact with the manufacturer many times via email to get this issue resolved. They have sent a few parts to try to remedy the problem with no solution. Green ******** has been dodging and not responding to follow-up emails. I have requested a refund of the grill on multiple occasions, all requests have been denied, $423.64

  Business Response

  Date: 10/03/2023

  We will be in touch tomorrow.

   

  Best

   

  GmG

  Customer Answer

  Date: 10/11/2023

  Vendor did reach out, but has not provided any resolution or further communication on the matter

  Business Response

  Date: 10/24/2023

  We are dealing with this

• Initial Complaint

  Date:09/14/2023

  Type:Delivery 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 a green mountain grill that failed with operating. It looked like the pellet system was not working and after cleaning out the pallets I found a broken piece of metal wedged into the auger. The metal was from their pallet making machine and it came out of a green mountain bag of pellets. I contacted their customer service and after a week of waiting they finally got back to me and said they would replace all the broken parts, but everything was backordered. Now three months later I finally received the parts, but they didn't order everything. I contacted them again and after a couple weeks they responded back saying they order more parts, but its the same as I received before. The welds are broken on the grill and they are failing to replace. It damaged where it can no longer be used. I told them it needs to be replaced, but they keep saying they will just order parts, but there all on back order. I am tired of waiting and just want the grill replaced. Were going on almost 4 months now with an unusable product that was damaged because of poor quality control.

  Business Response

  Date: 09/14/2023

  We are sorry

   We will talk to our local rep as well to see if we can take care of you fast

• Initial Complaint

  Date:09/11/2023

  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.

  My problem with this company is that Ive had multiple problem with a pellet smoker grill from this company. I talked to someone on various occasions for various problems and they keep sending me parts to fix my pellet smoker and it finally died on me after not so many uses. Once again, I got somebody on the phone to talk to about it and they werent necessarily helpful and told me they were gonna send me parts. After my latest equipment failure with their grill they have not responded to texts or phone calls and have not helped me solve this issue and back their product. I was even told once that they would step it up significantly if I had another problem with this grill and now I cant get anybody to get back to me as to what that might be but I told them I needed them to back their product or reimburse me. I firmly believe that they have no other way to fix my issue and decided to ignore it instead of keeping me a happy and satisfied customer. They sold me a faulty product and are ignoring my calls and e-mails. I now have a $799 smoker that hasnt worked in months.

  Business Response

  Date: 09/12/2023

  We are so sorry. We will be in touch soon to remedy 

   

  Best

   

  GmG

  Customer Answer

  Date: 09/27/2023

  I am concerned about my case being closed for the reason that after receiving an email that BBB had received my complaint I didnt hear back until I was being told my case was closed. They never reached out. They didnt fix anything. They never emailed or called me. Nothing. The only follow up I received was BBB saying they assumed I was taken care of. I am respectfully asking that my case be reopened, and they be pressed harder to do some thing about the matter at hand I feel like they ghosted me, and for the amount of money I paid for their product and the effort put in to make sure that my #Warranty card was filled out with them, I feel like Ive held up my end. I repeatedly had to ask for parts to fix my grill and then had to go and install these parts on my own. Please let me know what can be done from here. Im feeling so defeated by them and their product.  
  
  Thanks, Angel 
  

  
  

  Business Response

  Date: 09/27/2023

  We will get back to you asap

   

  Best

   

  Gmg

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20588877
  
  I am rejecting this response because I have been promised multiple times that they would resolve this whether it be through Better Business Bureau or through personal contact over the phone. They are not backing their product or helping me find a solution. I am tired of having to work on my own grill and I was told before that they would escalate it much farther since the last repair ended in me having to do multiple parts swaps at once. I am very disappointed in my *********************** smoker.
  Sincerely,
  
  *************************

  Business Response

  Date: 10/20/2023

  Sorry for the delay. We will make certain to get support to figure out which part is needed. 

• Initial Complaint

  Date:09/01/2023

  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.

  Hello, I wrote back in March of 2022 and we are still having issues with the grill randomly turning off. I take very good care of the grill, I follow all of the cleaning procedures and am still having problems. In March of 2022, GMG sent me a new cord. It worked a couple of times and stopped working again. I feel like I am out my $1000 smoker.I have 3 months left of my warranty and this company has been been able to contact me to make the situation right. Grill will start, go through its cycles, and stop working once I put the meat on.I would like a replacement grill or the grill to be fixed. I prefer a replacement as this seems to be a lemon! This has gone on too long. Thank you. Name: ***************************** **/****** Mailing Address (if P.O. Box please also provide a physical address): ****************************************************** Phone: ************ Grill Serial Number: ******** Purchase Date MM/YY: 11/24/2020 Grill Model: *********************** Prime ********* or Non Wifi: Wifi Black or Stainless Steel: Black Does it Have a light on the inside?: Yes Dealer Where Purchased: ********** *****, **

  Business Response

  Date: 09/01/2023

  Our tech support ordered an adapter for you. 

   

  Best

   

  GmG

• Initial Complaint

  Date:08/30/2023

  Type:Product 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 Grill from Fasnasht Pool on June 19th, 2023 for $699 plus tax. Grill has not worked since purchase. Grill shuts off during cooking cycle. Made multiple attempts to contact Green ******** Grills and they would not take phone calls, referring everyone to a website. Filed a complaint and warranty request over a week ago and cannot get shipment of replacement parts and resolution to the issue.

  Business Response

  Date: 08/31/2023

  We sincerely apologize.  We will call today and get you taken care of. 

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20545939
  
  I am rejecting this response because the issue has yet to be resolved.  I am still in possession of a $800 grill has has not functioned properly since the date of purchase.  I have not received any replacement parts.  The unit remains inoperable with no resolution to the ongoing issue.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20545939
  
  I am rejecting this response because the issue has yet to be resolved.  I am still in possession of a $800 grill has has not functioned properly since the date of purchase.  I have not received any replacement parts.  The unit remains inoperable with no resolution to the ongoing issue.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/12/2023

  We are sorry. We show an order for you.  Parts are coming.