Complaints

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:10/26/2023

  Type:Delivery 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 paid Big Phils Smokers to build me a 250 gallon Caster Model smoker on 08/18/2022. We payed the full amount for the the smoker instead of the required half price up front. The smoker was supposed to be completed on 2/13/2023. A month or so later, after the due date passed I contacted **** to inquire about the status. I was told that it was almost ready and was being sent to get painted. He also requested that I provide him photos of the golf cart rims and tires that I wanted install and other personalized things for the smoker, which I did. Since then, approximately late March, I havent heard anything from him. My wife and I have tried contacting him numerous times since, to no avail. We have left numerous voicemails requesting a status or update and are being totally ignored. As of now, we would just like a full refund so that we can be done with this and move on.

  Business Response

  Date: 11/28/2023

  I have talked to ********************* in the phone. There smoker is done and has been done for months and ready to pickup. They can fine I in it up anytime they want. 
  

   

  I was in the hospital for a very long time and was unconscious and obviously couldnt answer my phone or emails. A few weeks after I got out of the hospital I got a call from ********************* explaining I had not been well and that her husbands smoker is done and has been done its paid in full and ready to pickup anytime they want too. 

   

  Customer Answer

  Date: 11/28/2023

  Yes, my wife did speak with **** after she interrupted him during one of his sales on his ******** page.  He did state the smoker was complete, never mentioning that he had been in the hospital.  However, when we asked for pictures of the finished product, there was no more response.  This was in August and we have continued to reach out to him via emails, phone calls, and ******** messages, but he has never responded.  During this whole process, all we ever asked for was communication.  If the smoker has been completed as stated, why is it so difficult to receive pictures of the smoker and/or a response?  He was told initially that the smoker was to be shipped, not picked up, which is a service he stated he provided at an additional cost.  **** is about a 6-hour drive from us.  We never had any conversations about us picking it up.  We have never seen the finished product.  We would like to ensure that all of the accessories and modifications were completed as ordered.  We once again are requesting pictures of the finished product.  If it is the smoker we requested, we would require that **** arrange for the smoker to be shipped to our home address, in *******, *****, as originally agreed upon.  We would then pay for the shipping and complete this transaction.

  Customer Answer

  Date: 11/29/2023

  I am rejecting this response because:   Yes, my wife did speak with **** after she interrupted him during one of his sales on his ******** page.  He did state the smoker was complete, never mentioning that he had been in the hospital.  However, when we asked for pictures of the finished product, there was no more response.  This was in August and we have continued to reach out to him via emails, phone calls, and ******** messages, but he has never responded.  During this whole process, all we ever asked for was communication.  If the smoker has been completed as stated, why is it so difficult to receive pictures of the smoker and/or a response?  He was told initially that the smoker was to be shipped, not picked up, which is a service he stated he provided at an additional cost.  **** is about a 6-hour drive from us.  We never had any conversations about us picking it up.  We have never seen the finished product.  We would like to ensure that all of the accessories and modifications were completed as ordered.  We once again are requesting pictures of the finished product.  If it is the smoker we requested, we would require that **** arrange for the smoker to be shipped to our home address, in *******, *****, as originally agreed upon.  We would then pay for the shipping and complete this transaction.

  Business Response

  Date: 12/28/2023

  As you can see in the pictures. The smoker is done and has been done. When I last talked to the **********, I told them the smoker is done and ready to pickup. As far as shipping. I have nothing on there invoice saying or mentioning anything about shipping Kinda hard to ship a smoker if I have no idea where its going. I don't know where they live or what state they live in. Even in our text messages we have exchanged I have no address or mention of shipping. The smoker has been done and sitting in a connex behind my shop waiting pickup

  Customer Answer

  Date: 12/30/2023

  Big Phil ********************** response says "as you can see from the picture", but there are no pictures of the smoker attached.  The only attachments included are the ones I have sent during the complaint process.  If you have pictures of the smoker, can you please send them so we can view them?  We will gladly arrange for pickup or shipment once we can verify it is the smoker we paid for.  We have yet to receive any pictures and he still refuses to return our phone calls.  

  Thank you,

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

  Customer Answer

  Date: 01/09/2024

  Big **** and I were able to resolve this issue satisfactorily for the both of us. I have received my smoker and Im very pleased with it. 

• Initial Complaint

  Date:10/26/2022

  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 placed an order for a custom smoker and paid the 50% required deposit on 01/18/22. The owner as well as the invoice states that the order would be ready for pickup on 07/23/22. Started inquiring in July about a date to pick up since I live in Kentucky. I was told on numerous occasions that it would only be two weeks. After leaving messages for four days the first week in October, I sent a message on 10/7/22 stating I needed to speak with him in regard to a completion date. He did take my next phone call during which I was told my smoker was built and ready for paint, he just needed to clean up his shop so that he could get it done. I have not heard from him since. I sent the last message to him on 10/24/22 and as of today 10/26/22 I have not heard back.
  

  Business Response

  Date: 03/21/2023

  Business Response /* (1000, 7, 2022/11/17) */
  I have contacted the customer a resolved the issue with a refund. With material shortages and delays in supplies for building smokers. We have been running behind on orders.
  
  
  Consumer Response /* (3000, 9, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As of 11/21/22 I have not received a refund
  
  
  Business Response /* (4000, 18, 2022/12/28) */
  This issue has been resolved with the customer. I mailed him a refund check and he has deposited it from my account to his.