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.

If you've experienced an issue

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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:05/21/2023
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 *** Ledge Prime Grill. The grill does not operate as advertise. It does not hold the temperature that is set to. It is below, up to ***** degrees below the set temp. I have reached out to customer service multiple times and they have provided the same solutions time after time to no avail. I have tried to reach out over a dozen times without a response to fix this issue. I have completed the troubleshooting steps they have provided, installed the new thermal sensor (including providing pictures of the set up as requested) they sent and it has not resolved the issue. I have since reached out to continue to problem solve my continued issue, through customer service and direct messages through social media channels, and hav enot received a response. *** is an investment and I have been disappointed in my item in that it does not perform as advertised. I have spent an immense amount of time troubleshooting this machine to try to make it perform as it should. I would like an exchange or a refund for my product.
Business Response
Date: 06/03/2023
Hi *****

The adjustment rod allows for a change in dynamic temperature as does the adjustment settings inside the app to adjust for these variations. If you need assistance with adjusting for this variation inside the temperature settings of the app, please give our app support team a call at ************ OPT 15

Thanks

Gmg
Customer Answer
Date: 06/07/2023

Complaint: 20087814

I am rejecting this response because:
As my initial complaint stated I have done the troubleshooting steps and adjusting the app settings multiple times to no avail. I do not see how performing the same steps again will fix my issue. Repeating this process over and over is the exact definition of insanity. I feel like I have done my fair share to resolve this and it is now time for GMG to step up and provide appropriate resolution.

Sincerely,

*************************
Business Response
Date: 06/13/2023
Test
Business Response
Date: 06/28/2023
*****
The next step is to get your dealers name and we will discuss with them.

Best

Gmg
Customer Answer
Date: 07/02/2023

Complaint: 20087814

I am rejecting this response because:

I reject this as it is not an actual resolution but just an attempt to see if the dealer will step in to assist with resolution. The dealer information is below for where I purchased my GMG.
Big R
*************************************************************** ************ ************************
Sincerely,

*************************
Business Response
Date: 07/13/2023
Okay
Customer Answer
Date: 07/27/2023

Complaint: 20087814

I am rejecting this response because:
I reject this as the company has not provided any resolution. Their last response was Okay I am not sure what that resolves. I have provided them with the dealer information for where I bought the grill and am still waiting for this issue to be resolved. This should not take this long to get a resolution.

Sincerely,

*************************
Business Response
Date: 08/04/2023
We apology for the temperature discrepancy but this is in our range of acceptable.
Customer Answer
Date: 08/08/2023

Complaint: 20087814

I am rejecting this response because:
I have been working with GMG for almost a year now with these temperature issues and this is the first time it has even been mentioned that a ***** difference is within acceptable range. I have had multiple phone calls, emails, and contacts on social media trying to correct this matter and never once was I told that this was acceptable. If it was acceptable why have me repeat troubleshooting steps over and over, why send me new parts to try and fix this issue. I am highly disappointed by the lack of accountability by this company for an inferior product. I simply want this issue resolved I have done all the things asked of me to resolve this and nothing has improved. Please step up and take some ownership of this issue.

Sincerely,

*************************
Initial Complaint
Date:05/05/2023
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.
We received a green mountain grill as an gift from my husband's place of employment for his hard work and efforts last fall. The company purchased several of these they seemed to be a great product. This is the 3rd one they've had negative feedback on from the order of 10. In our situation, after the first couple of months the auger completely stopped working.They sent a new one, we replaced it and when we plugged the smoker in, it powered on the auger instantly as if it were bypassing the power on button completely the auger would then run continuously until unplugged.We relayed this information sent photos of the auger and the wiring harness to insure installation was correct, it was. They then sent ** a new wiring harness, we replaced it nothing changed, they sent another wiring harness, nothing changed. My husband passed away. A month later I reached out to let them know this and to inquire what was the next step, I felt it was the control panel and voiced this 2 wiring harnesses in. They said they'd send one......I received nothing.They are back ordered. It's not clear when it will come.We are now into our warranty 6 months out of 3 years we've used this smoker a few times only *** replaced major parts and some multiple times.Because my husbands generous company gifted ** this smoker doesn't mean we and they don't expect a quality product. The entire inside of the electronic component box will have been replaced practically whenever they can replace the main control board. They need to replace the smoker. This is embarrassingly poor workmanship. I've no choice but to put my opinion up. It's even more disappointing I have to suggest this.
Business Response
Date: 05/10/2023
We are sorry for the experience. We will get this resolved throufh your dealer this week. Thank you and we apologize.
Initial Complaint
Date:03/22/2023
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.
Ive had the green mountain grill for approximately two years. Its a green mountain ***************** model. It stopped working. Their support team has not been helpful whatsoever. The green mountain grill is a poorly made product. Their support team is not knowledgeable and they absolutely are not helpful. The digital *********** great, but the fan and the auger stopped working. Followed all the instructions in the manual, did my own research on ******* because the ********************** is horrible. . Nothing worked. I could replace just everything inside but if I have to do that I might as well spend a couple hundred dollars more and buy a brand new grill . I would highly advise anyone to look at other grills as an alternative before you purchase a green mountain. Now Im having to take a green mountain grill that we spent $700 on after two years and going to purchase a replacement. And a two year old green mountain grill will be sitting at the curb, waiting for the trash to ***********.
Business Response
Date: 03/22/2023
We will follow up and help with parts as needed.
Best
GMG
Initial Complaint
Date:02/13/2023
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.
I bought a grill sometime ago, it has malfunctioned several times, and every part has been replaced.. I have always called their customer service and unit was diagnosed, and part sent. Fast forward to Super Bowl Sunday. Unit would not work. Called support lemft message. No call back all day. Took unit apart I think problem is ignitor. Called support this am. Still get voicemail. Around 10am I get a return call from a lady who was rude and goes your problem is the ignitor, you need to call back it is out of warranty. I said ok how much is the part and when can I have it. She rudely tells me to call them back and disconnects. I attempt to call back all you get is voicemails. This is horrible. I will probably end up buying a new unit, I will not buy Green ******** Grill! I hope ************** sees this and starts fixing his customer service issues his ratings on all of the websites are showing in around 2019 a complete failure.
Business Response
Date: 02/13/2023
Happy to help get you an igniter. We will call you directly to verify address.

Best

Gmg
Customer Answer
Date: 02/14/2023
Problem resolved to satisfaction
Initial Complaint
Date:01/11/2023
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.
My grill didnt work from the first day I got it home! After 2 auger motors it finally worked but keeps have uncontrollable fires! The last fire was Christmas Day with 2 prime ribs and it melted the grill so badly that its not safe to use! **************** recommended I take a propane, torch and a hammer to try to straighten out the warped parts! This grill has a three year warranty, I have owned it for 20 months after spending $899 on it I expect much more! Very disappointing!
Business Response
Date: 01/12/2023
We will get this to your rep and dealer for review.

Best
GmG
Customer Answer
Date: 01/24/2023
Well, Green ******** Grills called me the following day after my complaint. After talking to *****, he said he would get back to me within 24 hours with a partial refund or store credit, three days later still had not heard anything back, so I called him, and was told he passed it off to somebody else and I shouldve heard something. Well a week later still nothing from anyone, still very disappointed in this unprofessional company.
Business Response
Date: 01/27/2023
We have followed up with the customer and reaching a solution.
Customer Answer
Date: 02/01/2023

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:12/21/2022
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 grill in July of 2020. By October of 2020, the grill was regularly acting up, turning off in the middle of cooks, not being able to achieve normal temperatures, and ultimately a pellet explosion during a cook that required the fire department to come out. I connected with green mountains customer support and they said these things sometimes happen and that it was possibly an igniter issue, which they sent me a new one of and had me install it. I chalked it up to a one time issue. I stopped using the grill for about a year due to a move. After the move I tried using it again, with the same pellet explosion happening - fortunately I had it in the middle of my backyard this time just in case. I contacted GMG again in 2022 and they spent the next several weeks/months sending me parts, on the phone with me and working to resolve the issue. After replacing nearly all of the parts, the grill still does not work and will not hold a temperature. I was told months ago that a manager would reach out to help figure out a resolution, apparently named ***. I never got this call. I continued calling back and being ignored until someone named ****** called me back, with no idea what my issue and history was. He obviously couldnt help, continued speaking over me and, once things got heated, hung up on me. Ive been told I need an authorized dealer to come look at the grill, but they dont have one in my suburb of *********** so they cant offer that. They want me to pay to transport it to an authorized dealer so they can examine it instead. This grill has been a waste of every ***** it cost as well as hundreds of dollars of meat that went bad or burned up during an explosion and thousands of dollars of my time they wasted. They keep passing you around the customer service department, claiming someone will call and be able to help until you simply give up. Green ******** Grill is a horrible company for customers to deal with. I have plenty of emails as needed.
Business Response
Date: 12/22/2022
Thank you. We will be in contact.

Best
GMG
Customer Answer
Date: 12/22/2022

Complaint: 18624816

I am rejecting this response because this does not offer any resolution. Ive been told people would be in touch with me from GMG for an unreasonable amount of time already. This is further proof of them not accepting responsibility for the flaws in their products and attempting to kick the can down the road.

Sincerely,

*******************************
Business Response
Date: 01/10/2023
We have been in contact with the dealer and *******. They are on this.

Best
GmG
Customer Answer
Date: 01/18/2023

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 are refunding me for the unit and will be scheduling a pickup.

Sincerely,

*******************************
Initial Complaint
Date:12/16/2022
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.
This issue is a **** controller quite working under warranty.I purchased a **** controller for it in June, 2022.The **** controller I purchased quit working shortly after I purchased it.Green ******** Grill replaced it, and it worked for about a month, and it quit again.I have been waiting since for a replacement **** controller.I call Green ******** Grills at ************** bi-weekly, and just get put off.To start, they said they were in a law suit with ******* Grills, and could not send the controllers out.I have been told they would be getting them in a week. Never received one.It was promised by Thanksgiving. Never arrived. (This wrecked our Turkey)They acknowledge they need to get me a replacement **** controller. But now say it is out of stock.They are still selling grills with the **** controller, and, some dealers across the country have them. This has been going on for months now.I want either a replacement **** controler, or, the grill replaced with one wtih a working **** conroler. It is not my issue they cannot stock parts, but, keep selling grills with the parts I need. *** on off a new grill if they have to, I want a working replacement **** controler.
Business Response
Date: 12/17/2022
We will have a technical support agent reach out and resolve.

Thanks

GmG
Initial Complaint
Date:10/17/2022
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.
Hello,On 7/20/2021 I purchased a ************************* smoker grill from a local distributor. I had a great summer learning how to smoke different meats. In April 2022 when I got it out for the new summer season it was not working properly. I properly stored the grill inside all winter but someone how the wi-fi antenna was now loose and would not tighten up. They did send me a new control panel but it does not work with the wi-fi or without the wi-fi. The power cord also went out on me and they sent me a new one. I have called and emailed multiple times since April trying to get help with the grill but they now will not reply to me at all. I spent $343.00 for this grill and was able to use it about 8 times and now it is not working. They have a 3 year limited warranty but will not give me my money back or offer any other kind of resolution. I think I think I got a lemon and they do not seem to care. Can you help me get resolution for this issue?******
Business Response
Date: 10/18/2022
Thank you for your email. We will contact you directly.

Best
GMG
Customer Answer
Date: 10/21/2022

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. But would like to see how the new grill works before closing out this complaint.

Sincerely,

*************************
Initial Complaint
Date:08/22/2022
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.
In June 2020, we purchased a green mountain grill, The *****************************. Spent a fair bit of money to upgrade our old grill, which we had for 6 years rust free. We kept the *** grill in the garage for one year then moved it to the back deck for the second year. The grill is 2 years, 2 months old with a 3 year warranty( apparently does not cover paint) . The grill has always been covered while not in use ( with their cover) and has only been used about 30 ish times in total. We like the results of the cooking on this smoker but have had a few problems ( all fixed through dealer) but the latest being the fact the paint is peeling and rusting. The barrel being the main concern and largest of the numerous rust spots. **************** said that they will supply me with a can of paint, sanding instructions and a free gift for my troubles instead of replacing the problem. For the money paid for this premium grill I would expect a replacement of all rusted parts or entire grill replacement, not to put myself to work refurbishing a grill that is only 2 years old. I do not expect a grill to rust this bad after only 2 years regardless of warranty, Not a satisfactory solution. They should stand behind their product that obviously was not primed and prepped properly prior to the factory painting of the grill. There are many complaints online regarding this same problem so it cant be a coincidence that this is happening to so many people. Other than the rust the grill is not too bad, but I do expect a little longevity with an expensive smoker such as this.
Business Response
Date: 08/23/2022
Thank you for your email. We have notified your distributor in ****** to resolve.
Best regards
GMG
Customer Answer
Date: 08/26/2022

Complaint: 17754890

I am rejecting this response because: I have not been contacted with a resolution as of yet from my distributor but once they do respond with a satisfactory solution I will respond accordingly. Thank you

Sincerely,

*****************************
Business Response
Date: 09/01/2022
We are sorry. We have contacted the distributor as this is out of our country. We will contact them again and let them know to contact you as soon as they can.

Thanks
GMG
Customer Answer
Date: 09/07/2022

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 have contacted be with a great solution. The customer service was excellent. Thank you for standing behind your product!

Sincerely,

*****************************
Initial Complaint
Date:08/21/2022
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 have a green mountain grill in fact I purchase several for friends as gift all have replaced it with better brand. Now mine starts to mess up. Cooking expensive meat from local markets. Guess what things thing is just as unreliable as GMG. They do not answer phone or respond back to emails. From reviews I read seems like they keep sending people parts and have them chasing their tails. I won't no part of GMG and a full refund or exchange of entire unit. I will give it away as a gift! People need to understand that that grill is not their paychecks it's us the customer. We are your paychecks. I if I do not provide good service to my customers I do not eat!
Business Response
Date: 08/23/2022
We will be in touch soon to discuss.

Best

GmG

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GMG Products LLC is NOT a BBB Accredited Business.