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:08/29/2023
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 have filled out the warranty info with issues per website 3 times and no response. When I call no answer and disconnects when voice mail is prompted. The grill will not turn on. Has power but shuts off when you push start.
Business Response
Date: 09/09/2023
So sorry. We will get in touch and take care of the customer
Initial Complaint
Date:08/11/2023
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.
warranty problem i bought my grill 2.5 years ago they have a 3 year warranty on parts loved it until parts started going on it i changed almost every single part on that grill some parts more than once the company was awesome never had a issue trying to help me out in the end they determined they had enough and sent me a new smoker all fine and dandy til parts start going on this new one theyve sent me a couple parts under warranty for this new one a auger motor and a ignitor recently ive had more parts go on it which are a thermol sensor and a mother ************* of the sudden they will not answer my phone calls or emails or anything just total cold shoulder now im stuck here again for the last 5 weeks with a grill that does not work these grills have been not working more than they have been working for me i havnt got rude ive emailed probly 30 times with zero response im at the point where im asking myself do i want my money back or do i keep putting parts into these things and once my warranty is up do i just throw in the garbage and take my loss right now i just want someone to answer me this place is a complete nightmare to deal with
Business Response
Date: 08/12/2023
Sorry to hear this. We will contact your dealer and distributor in your area to help us.

Best

GmG
Customer Answer
Date: 08/12/2023
my dealer is refusing to get involved in this dispute so please keep him outta this its really sad it has had to come to this to get a response 30 emails later so please keep this between me and the company they did email me back out side of the to so we will wait and see if they actually follow through or not i will keep in touch i thanks **********;
Customer Answer
Date: 08/24/2023
i just wanna update so far they have answered me a couple times which is a positive they seem to have went silent on me and have no answer as to when i will get my warranty parts again i dont know where to go from here its been almost 2 months and the product they sold me for **** bux is absolutely useless to me the way it is right now big disappointment by the time i get my parts smoking season will be over and it will be put away for the season very terible business to deal with i dunno where to go from here or what to do now they never answer phones or emails i would never buy one of these again or recommend anyone to the company is a disaster
Business Response
Date: 08/25/2023
We are close to fixing every issue with the back order of parts supplies coming in. We cannot apologize enough.
Customer Answer
Date: 08/27/2023
i finally got my parts 8 weeks later im satisfied for now til another part goes out on this thing there communication is just terrible with this company
Initial Complaint
Date:08/02/2023
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.
I purchased a pellet smoker from them in 2016. Its been in storage for 4 years and then for about a year i was able to use the product successfully. WIthin the last 2 years, the smoker is non functioning. I contacted Green ******** Grills with the hope that they could help me figure out what is the issue. I was directed to a series of You Tube videos on how to troubleshoot the smoker.It appeared that the issue is with the circuit board. This is where it goes south. I have tried for over 2 years to obtain a board and continue to be put on a list. Each time i call, they state, they cant get any. Hard to swallow since they boost on being made in America and make their own parts. If they did, then they should be able to tell me when a board will be produced. Its apparently clear that all they want me to do it throw out this $800.00 plus smoker and buy a new one, not to mention that the cost of the part is almost the cost of their competitors machines.I have waited now for too long with no hope of ever getting a part. They even suggested that i look up on **** for one.They stopped producing these in 21, and i believe that they stopped producing any parts following the Apple theory of buy new and throw away the old.I spent a lot of money on their product because i believed it to be superior, but now i believe they took me to the cleaners. I have been and continue to committed to paying for the part, and im not seeking anything other than their willingness to produce it in a timely manner, rather than have me go out on a seek and find mission
Business Response
Date: 08/02/2023
Sorry for the confusion but the control boards will be available by September 1 for these units.
Best
GMG
Customer Answer
Date: 08/03/2023

Complaint: 20413298

I am rejecting this response because:
I have heard this same story for over 2 years. This response is exactly why I am sending this to the BBB. They are again telling me what i want to hear. If you dont want to believe me, try any reputable dealer of the parts, i.e., FriendlyFires in ****** or Grill Collection. Both will tell you the same story, promises of parts that never arrive.
At this point, i would be more satisfied if they just took the **** thing back and credit me for a newer model.

Sincerely,

***********************
Business Response
Date: 08/10/2023
Parts will arrive in ******* August 16th and they will to distributor channels from there
This was fompletely out of our control. We do apologize for the inconvenience but we will remedy every situation.
Initial Complaint
Date:08/02/2023
Type:Product Issues
Status:
UnresolvedMore 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 GMG grill December of 2022 my wife and I were extremely sold on the product cause we have friends who have had the same product. We purchased a ledge prime plus for $899 from ***** a local dealer here in ***********, ** After using this product for a month I started having issues one being the Wi-Fi feature not working properly OR as advertised. I reached out to tech support and they said oh sorry but thats not our department you need to get in touch with the **************** after hearing that I was a bit uncertain of this customer support I did actually get lucky and was able to get a hold of the department and they did walk me thru the issue to help me but it was more of a bandage of a fix I then got to my third smoke and had temp issues and then of course right back to Wi-Fi troubles. Then I try and reach out to tech support once again and find out the only way I can communicate with them is my email I emailed them a handful of times with no response. I go about my business and buy what I need to make my own fix which I find is not my responsibility but anyways I get my grill to operate and then finally my grill loses all power and now Im stuck with a grill that doesnt even operate 7 months after purchasing it. I email and still get no where with them until I finally threaten a lawsuit, they say they are going to send a new power supply and never update me on when I shall receive it. I email and email again then finally I send a email saying I want a my money back Im very displeased with how I have been treated or I will even settle for a new grill at this point I dont go to work so I can throw away $900. I to this day 8/1/2023 have yet got a response from the company. I will not settle for a new power cord I want a new grill or a refund for what I paid for this is absolutely crazy a company just ******************** them like this. After reading everyone elses reviews I cant even understand why they are still in business.
Business Response
Date: 08/02/2023
We are so sorry. We will get with your dealer and get this resolved.
Customer Answer
Date: 08/02/2023

Complaint: 20410185

I am rejecting this response because: I want to know what the end result is going to be I do not want to accept the businesses response because I am not even sure if I will hear from them. Until I receive the resolution response and what the local dealer and the manufacturer will do for me I will continue to keep this matter open with the BBB

Sincerely,

*************
Initial Complaint
Date:07/27/2023
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.
The control board on my *********************** has now gone out twice. GMG replaced it the first time and were actually pretty helpful about it. Now this second time I'm getting the run-around. I e-mailed asking for some troubleshooting help, when that didn't work they said i can buy a replacement board. I've tried to get someone on the phone to work this out but always get voicemail and never a call back. This grill is kept out of the weather, and covered all year when not being used so failure of this critical electronic component should not be my responsibility. I've had multiple GMG's over the years, and currently have 2 (*********************** and ***************************) and have been pretty satisfied, but this most recent experience has really been disappointing. Sure would be great to have some response from GMG on this. As of now, i definitely would not recommend a GMG to anyone.
Business Response
Date: 08/06/2023
So sorry. We will make sure our tech support reaches out and helps solve the issue.

Nest

GmG
Customer Answer
Date: 08/22/2023
This issue has been resolved, thanks Green ******** Grills!
Initial Complaint
Date:07/26/2023
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 bought a GMG ************************* some time ago. The warranty ran out 1 week ago and now the controller is dead. I have contacted the dealer and was told to contact GMG about the issue at hand. Tried now 10 times via phone, which no one answers and through the website as instructed via there so called tech support message on GMG phone message. So no response from GMG and now feel that I have a pricey boat anchor. Seems odd that the controller would die 1 week out of warranty. How on earth, after reading all the complaints listed, is this company still doing business.You will loose customers over this. All I want is some resolution with my issue but with no response from GMG I doubt that will happen. I'm very disappointed that I chose GMG and will reach out on social media to make sure that anyone considering this company look elsewhere.
Business Response
Date: 07/26/2023
Happy to get you a controller. We will be on contact with tracking in the next 48 hours
Customer Answer
Date: 08/05/2023
Problem is not resolved.
I received the control board today, but the grill is not working. Checked with a meter for 12 volts from the power supply to the grill and that's okay.
Could the supply not work even though it is lighting up and producing 12 volts.
Could it be putting out a lower amperage than is needed? I have no way of testing for amps. I see its rated at 10 amps???
Business Response
Date: 08/07/2023
We will follow up
Customer Answer
Date: 08/07/2023

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:07/26/2023
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 the grill in July 2022 and it comes with a 3 year warranty. The wifi never worked properly and eventually the low pellet sensor did not work properly. I have been trying for months to get this fixed and now the grill will not work at all. I contacted support many times and they blame the app and the app people blame the hardware. Now the grill has totally stopped working and I still cannot get support. I contacted a local dealer and they said GMG is really bad and the distributor that I originally purchased from (BBQ Guys) said they cannot help because GMG handles all support. The total price was just under $900 and it has never worked properly and GMG is not honoring the warranty
Business Response
Date: 07/26/2023
We will 100 percent honor the warranty and figure out what is needed to make sure everything is working properly. We will be in touch within 48 hours.
Initial Complaint
Date:07/24/2023
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.
Bought the ********************* grill in spring 2021, warranty is 3 years. Tried contacting the company about an issue I keep having with it keeping the set temperature, it keeps going up for no reason. The grease tray also buckled after this happened. I tried contacting the company but they only respond to email. Emailed the support email on the 9 July 2023 and havent heard anything yet.
Business Response
Date: 07/25/2023
We are very sorry. We will get you taken care of and contact your local dealer as well.
Customer Answer
Date: 08/01/2023
I called the company again and finally talked to someone.
the technical department asked me to send them some additional info but they are really slow to respond and I am still waiting to hear back from them. Nothing is repaired yet.
the company commented here that they will reach out but they didnt, I contacted them.
Business Response
Date: 08/09/2023
We are doing the very best we can to help
Initial Complaint
Date:07/17/2023
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.
The smoker worked fine for the first year or so. Then this past Christmas the auger stopped working. I called their customer support over and over, could never get anyone to answer the phone. So then I started leaving messages and never received a call back. Finally started emailing them, someone got back to me. Which they instructed me to basically take apart my grill, to verify which part they needed to send me. The part that we assume is the problem is the auger motor and auger ************* they have stopped responding, and I am still without a smoker. It is under warranty, and in my opinion should be replaced. This issue has not been resolved in 6 months and now I just have a smoker in pieces in my ********* was deployed last summer for the military, and will be deployed next summer. Living in northern ********* that time of year is already too short and I cant even enjoy using my smoker outside. The business Wine creations in ****** ** where the grill was purchased has in fact stopped selling these products because the customer support for GMG is so awful, and the owner felt bad that his customers were dealing with this. I am looking for a replacement, refund, store credit I was extremely patient with the company and even thanked them in an email for getting back to me, even though it wasnt always in a timely fashion. But this is past the point of being patient now. Let me know if you have any more questions, and the details below is pasted out of my email to them which is the information they had asked for about my grill. Thanks, have a good day. Phone: ************ Grill Model: *********************** Choice Purchase Date MM/YY: 08/21 Grill Serial Number S/N (backside of grill, on green tag): ******** Wifi or Non Wifi: WiFi yes Black or Stainless Steel Lid: Black Does it Have a light on the inside?: No Dealer Where Purchased: **************
Business Response
Date: 07/18/2023
So sorry. We will take care of this in the am and get in touch right away.

Best

Gmg
Customer Answer
Date: 07/20/2023

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.
They contacted me by phone, and apologized. Said they are shipping me the part we assume is broke.

Sincerely,

*********************
Initial Complaint
Date:07/12/2023
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 purchased a Green ******** Ledge on 7/1/2023. It worked a total of 3 times. I believe the igniter is bad in it. I have had 2 other GMGs in the past and have always been impressed with the customer service. I have been trying for a week to contact them. The phone goes to recordings and no option of leaving a message. The recording says to send an email or reach out via social media. I have sent an email and havent gotten a response. When i reached out through social media I got a canned message stating technical issues are only handled via email at this time. When you spend $1000 on a grill you expect #1 it to work more than 3 cook cycles and #2 if there is a problem there will be someone on the other end of the phone to handle the issue.
Business Response
Date: 07/12/2023
We are so sorry. We will call you asap and get an igniter out
Customer Answer
Date: 07/12/2023

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. They did contact me immediately and have agreed to send parts in order to fix the issue.

Sincerely,

*********************

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GMG Products LLC is NOT a BBB Accredited Business.