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:07/01/2023
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.
I originally purchased a grill from this company 4 years ago, 18 months in, it was warrantied out do to being over run with rust, despite keeping it covered and stored properly. 18 months in on the replacement grill, I started to notice some rust accumulation on the exterior. Roughly 7 months ago I spoke with my guys at BBQs Galore about my issue and they instructed me to yet again contact GMG directly, and I called, like normal, no human to human interaction.....left a voice-mail and 2 weeks later I get an email. Since then, my grill has become over run with rust, again, despite being properly clean, covered and stored. I have sent numerous emails with pictures, proof of purchase receipts, spoke to my guys at BBQs Galore some more, they sent at least 2 emails on my behalf, tried to get in contact with their representative for GMG, and still, absolutely NO RESPONSE in any way from GMG other than sending me a power supply for a rusted out grill I refuse to cook on because, well, who wants to eat rust, and offering to send a paint correction solution. I'm sorry, a can of paint won't fix metal deterioration from rust. I want a full REFUND of the $1,000 this grill, and the previous, cost me. I spend $600 on the first one, pay the difference to get the next model up thinking I'll have better luck, and I was wrong. So now I'm out $1,000 dollars of my hard earned money while GMG let's me sit here with a grill I can't use, offers no real assistance, and allows me to just be kept in the dark about anything related to my situation. I'm sure everyone else is in the same boat with me. Write me a check for $1,000 and close your doors, because obviously you need customer service skills, quality control, and need to figure out what ****** figured out years ago. Thanks for nothing GMG, and ruining a potential lifetime customer relationship. I guess it's only ****** for me from here on out. WHERE'S MY MONEY OR MY NEW GRILL
Business Response
Date: 07/01/2023
We will speak to your dealer and get back to you.

Best

Gmg
Customer Answer
Date: 08/07/2023
Still, absolutely no communication from these folks.
Business Response
Date: 08/10/2023
We were told that you have been contacted. What is the nest ck tact information for you
Customer Answer
Date: 08/13/2023

Complaint: 20263691

I am rejecting this response because:
No one has contacted me in any way from GMG. Who is supposed to contact me?

Sincerely,

*************************
Initial Complaint
Date:07/01/2023
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.
I have purchased a Grill from this company and it has not worked right since day 1!!! Have reached out to the company to problem-shoot the issues that we are having with it. They have gotten back to us one time asking me to send pictures. After sending photos I have not had a reply back in weeks. Nobody and I mean nobody has gotten back to me on why it's not working. You can not physically talk to anyone which to me is a huge FLAG!! When I call customer service I get no response as well as when I email. I highly regret purchasing from this company but at this point I just want the $1000 grill I purchased to work... **************** is non existent with them...
Business Response
Date: 07/01/2023
We are so sorry. We have hit a major supply chain issue that is being resolved soon. We will have a rep reach out right away. So sorry again
Initial Complaint
Date:06/29/2023
Type:Product 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.
6/11/23, My power cord would not light up and it was over feeding the pellets . I tried calling the support phone number but could not get through and it did not give me an option to leave a message as the instructions advised to do. I emailed the company and asked for someone to call me. I received an email several days later asking for all my personal and product information which they should have had since I registered my grill at the time of purchase. I responded with the info asked and again after several days I finally got another email asking for details of my issue. Still no phone call. They said their phones were down. I again emailed with my issues. I have not heard back since then. I have replied at least 3 times since then. No response at all. I spent $1000 on a grill I have not been able to use. This lack of customer service is not acceptable.
Business Response
Date: 07/10/2023
We will get you paid back for the adapter.
Best
GMG
Customer Answer
Date: 07/10/2023

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:06/20/2023
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.
Two years ago I purchased a *************************** grill manufactured by this company. The grill has a 3 year warranty. The company helped me trouble shoot the problem to determine it is a problem with the circuit board. It has been over 6 weeks and I havent got a replacement part. They havent given me any information about when the circuit board will be available only saying it is out of stock. I asked them since the part is not available to replace the entire grill with a new or refurbished one. That was two weeks ago and I havent got any response. I have been communicating through email as their customer service phone system doesnt allow me to connect with a customer service representative.I have an email chain dating back to the beginning of May but had trouble uploading it
Business Response
Date: 06/21/2023
We are terribly sorry. We had an unfortunate major disruption in supply chain. We are receiving those circuit board by end of month and you are on the list to get taken care of as soon as they come in. We really apologize for this. Tracking will be sent out as soon as they go out.
Best
GMG
Customer Answer
Date: 06/22/2023

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,

***************************
Customer Answer
Date: 07/07/2023
Please reopen my complaint #********.
Green Mountain Grills didnt follow through with the agreement.
As of the sending of this request to reopen I have not received notification the replacement circuit board has shipped. The agreement they agreed to was the board would be available by the end of the month (June)and sent to me.
Now it has been 2 months I have been dealing with this issue. As I see they can send me a complete new grill. If that is not acceptable I will provide my purchase receipt and they can refund my money.
Please work on my behalf to resolve this.
Regards
************************;

Business Response
Date: 07/18/2023
We are beyond sorry. This situation is difficult but parts are coming this week and going out. We will make certain you are taken care of first. We will also get you pellets for the issues. So sorry
Customer Answer
Date: 07/28/2023

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.
I hope they follow through with their commitment as they made a similar commitment last month and fell short of fulfilling it. If they dont the only acceptable outcome will be the complete replacement with a new grill.
Please inform Green ******** Grills of this.
Sincerely,

***************************
Initial Complaint
Date:06/17/2023
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.
I purchased a Trek grill and after assembling it, the power does not work. I tried everything and it will not work. I have called customer support several times and they will not answer. I have sent a warranty claim email Every time, still no response. I even tried reaching out to them on social media outlets and still no response. I've joined a ***** ********************* to only learn this is how this company operates.
Business Response
Date: 06/17/2023
Sorry for the trouble. We have ordered the part for you. This is not how the company operates. Unfortunately supply chain issues have hit the company vlin the last few months very hard. We have a 12 year track record of being excellent with service up until this year. A number of events have led to this but gmg will be working out their supply chain issues soon and be back to where the customer support was for over a decade prior to these issues. We apologize for the troubles
Customer Answer
Date: 06/17/2023

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:06/15/2023
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.
On March 12 2023 i bought a GMG Smoker grill on Amazon for ******. In the following 2 weeks i uses grill twice and had a problem with it. I contacted the company and they sent out new parts, that was great. Then i used grill about 2 weeks later after receiving new parts twice, then grill broke again. I called and spoke to a gentleman named **** he tried troubleshooting over phone and sent out a part but it didnt fix grill so i called him again and he said we would try two other parts about two weeks later which at this point is somewhere around May 2023 i received wrong part and a email saying other parts are on back order will be shipped as soon as available. About 2 weeks go by and no parts come so i call and leave a message with no return call. So i emailed them. I wait a few days and no response so i email again and leave another message, no reponse, after a week i call each day for a week and leave another email with no response. So now ive had grill 3 months i cant return it because its past Amazons return date and all i have is the 3 year warranty through GMG. So i emailed them again and left another message telling them im going to file a complaint with BBB if i dont get some kind of a response. That was a week ago with no response and i have a copy of all the emails i sent if you would like them. All i wanted was to know when i could expect the parts or maybe get a new grill instead of waiting over two months with grill that doesnt work. Please help.
Business Response
Date: 06/17/2023
We sincerely apologize. We are waiting on parts that we have been promised for awhile but we are receiving your particular parts on June 25th and the. We are shipping out. We sincerely apologize for the delay.
Customer Answer
Date: 06/17/2023

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,

*********************
Customer Answer
Date: 08/07/2023
So ive all ready had this issue where the company doesnt respond to me about this faulty grill and i had you help me a couple months ago you stepped in and they started email correspondence again. Now ive gotten the parts they sent me and it did not fix grill so i have been asking for help via email and calling and i get nothing in response. So i really just would like a refund so i can move on to another company grill. Its been 6 months with a defective product and terrible customer service.

Refund
Business Response
Date: 08/09/2023
This likely means the sensor is not plugged in or plugged in the wrong port. We will have a cs person call and verify.

Customer Answer
Date: 08/16/2023
So its been several days no one has called me to discuss issue.

Business Response
Date: 08/16/2023
Okay. We will follow up
Customer Answer
Date: 08/17/2023

Complaint: 20192954

I am rejecting this response because: they have been telling me this for several months but only through the BBB site and then they still dont take care of it just like all the other people i have read about on yr site. I want a refund for there defective product.

Sincerely,

*********************
Business Response
Date: 08/29/2023
We are working with the dealer on this who has a lot of questions as well.
Customer Answer
Date: 08/30/2023
So they say they r sending me a new grill, but i want to wait to close case until i get it because they have been so hard to communicate with.
Customer Answer
Date: 09/12/2023
I have received new grill thank you. Issue has been resolved.
Initial Complaint
Date:06/15/2023
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 Green ******** ************************* Smoker via Amazon and have used it a total of 3 times. The first two times worked great, the third time, Memorial Day Weekend on a group camping trip the control module failed and would not initiate the start up sequence. I checked each item individually for proper functionality, i.e., the auger, igniter and fan--all worked great when connected to 12v. Assumed the control module was bad. Called GMG tech support, no answer. Was told to leave a message, but at the end of the recording it simply hung up on me. Emailed GMG directly. Waited several days--no response. Followed up again and received some advice that clearly had nothing to do with my issue. The person responding to my email clearly didn't even read my email about the issue I was having. I followed up again, no response. Waited about a week and followed up again. GMG responded back with the same thing they asked me the first time. Again, I followed up, no response. I tried calling the manufacture again today--unable to leave any sort of voicemail or message. I'm so done with this company--seriously! Can't even back their own products or respond to people. Would like a replacement or refund.
Business Response
Date: 06/21/2023
We are terribly sorry. We will be in touch today.
Best
GMG
Customer Answer
Date: 06/22/2023

Complaint: 20192328

GMG said they would contact me the day of. I've reached out an additional 3 times now since my last communication with them and have heard nothing.

Sincerely,

*****************
Business Response
Date: 06/29/2023
Hi ****

Our representative **** has not been in touch? Please let us know.

Thanks

Gmg
Initial Complaint
Date:06/14/2023
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 bought this smoker in March of 2022. The very first time I used it, the 12V plug that plugs into the grill melted. Inside the plug is a fuse and a spring, when the plastic melted it melted around the spring keeping it compressed so the next time I plugged it in, the plunger would not make contact to turn it on. I contacted the dealer and he said there may be contact with the outlet and the metal causing a short. I took the smoker apart and made sure the gasket was set right and there was no contact. I then spent 40 minutes taking the cord apart. I cleaned the melted plastic out and stretched the spring to get it to work again. I contacted the company and was sent a new power cord. The next time I went to use it, the exact same thing happened. It was during a Birthday party when the whole family was over for dinner. I had a few pork loins on there and halfway through cooking, the power shut off. I don't know how long the power was off, but the grill had no heat when I went to check on it. I tried to save the meat in the oven but it turned out horrible. I contacted the company and was sent a new outlet along with a new cord. By this time, I was worried about buying expensive meat because it ruined the last ones I put on. But, I went ahead and tried it again. The exact same problem happened again along with one of the temp readouts for the meat probe saying ridiculous numbers that didn't make sense. This happened May 6th and email was sent May 8th. I was told on May 26th that the power cord was on backorder and they would send it when it is back in stock. I emailed this week to see if it would be here by Father's *** since I was inviting the family over again for a cookout. I was told it's still on backorder and should be in "before long" and once they receive it, they will send it out. This grill is by far the worst purchase I have ever made. $900+ for a grill I've been able to use less than 10 times and has failed me more than it has worked. Maybe I got a Lemon.
Business Response
Date: 06/14/2023
So sorry for thus. We have contacted the representative for **** and he will help resolve this within 24 hours. We apologize for this.

Best

GMG
Customer Answer
Date: 06/20/2023

Complaint: 20186709

I am rejecting this response because: I was told in the previous response from Green ******** Grills I would be contacted within 24 hours for resolution. It has been 120 hrs (5 days) and I have again received zero communication.

Sincerely,

***************
Business Response
Date: 06/27/2023
Sorry **. The rep I **** was to reach out. We will follow up and figure this out
Customer Answer
Date: 07/11/2023

Better Business Bureau:
I have no further recourse I can take on this. Green ******** has stated all issues are to be handled through a local sales rep. *** local sales rep wants to take the grill and work on it. Bottom line is, this is a terrible design that the company was forced into using when the original supplier went out of business. *** new model coming out is supposed to have this issue fix, and I was told I could trade in the value of mine for the new one when they come out in October (I'm sure I will get nothing for trade in). I have bought the parts to get around this problem on my own. I will never buy another grill from Green ******** Grills and as soon as my warranty is up, I will be selling it.

Sincerely,

***************
Initial Complaint
Date:06/13/2023
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.
My *********************** smoker stopped working and I believe its because of the digital circuit board. I have sent two emails with no response, reached out to multiple dealers and they cant get a response. One even told me that green mountain grills doesnt care about this stuff and probably wont respond. I have also called several times and left a voicemail with no response. Nobody seems to sell the replacement part so I dont know what to do because I cant get a hold of anyone.
Business Response
Date: 06/14/2023
We are so sorry. We will contact you today. Our apologies- GMG
Customer Answer
Date: 06/14/2023

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:05/29/2023
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.
My husband had contacted the company in the first part of April letting them know we could not start the grill and use it because of the igniter not working, They said that was under warranty and they would send one out right away. May 16th we have not received the replacement igniter as of yet so an email was sent regarding why we had not received it. On May 17th, GMG replied stating many items are on backorder and that they would ship as soon as possible. It has been over 2 months since we have been able to use our grill, which I find since the parts were under warranty, very unacceptable. We expect some sort of replacement soon, even if they have to send a new grill.
Business Response
Date: 06/03/2023
We apologize greatly. We had a major disruption in parts supply that has been repaired and these parts are going out this week.

Best

Gmg
Customer Answer
Date: 06/08/2023

Complaint: 20116175

I am rejecting this response because:
It is now the end of the week and I have yet to receive any notification that this has shipped such as a tracking number.

Sincerely,

*********************************
Business Response
Date: 06/13/2023
So sorry. Thr shipment was late but it went out today. We will also send a back up as well so you will have ************ different locations.
Usps
9505512691293164899611

the other will come from ******.

We apologize dearly for this. This is not normal for the 15 years we have been in business.

Customer Answer
Date: 06/15/2023

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,

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

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GMG Products LLC is NOT a BBB Accredited Business.