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:05/31/2023

  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.

  Hello.I have applied for Warranty replacement controller for my Camp Chef 24 DLX pellet grill by speaking with a team member on their support phone line. I have received an email confirming my controller is to be sent and I will receive an email with a tracking number. Since that email, I received another email stating the controller is on back order. This has been 3 weeks. I have been attempting to contact the company looking for an update, yet I do not receive a reply. I have left several phone messages, left my phone number to be next in "queue", yet no reply. As it stands right now, I have a CAMP CHEF 24 DLX rendered useless as I can not get the unit to start.

  Business Response

  Date: 06/01/2023

  I spoke with ***************** this morning on the phone. The controller he needs is still on backorder until next week but I have a controller in stock from another grill model that will also work with his grill that we are sending to him today to get his grill up and running asap. I've also given him my email address to reach out directly if he has any other issues once the controller arrives. 

  Customer Answer

  Date: 06/01/2023

   
  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:05/25/2023

  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.

  Like other complaints I get ahold of anyone. I have been trying for 2 days now and I cant get them to email me or call me back.My issue is simple, I ordered a new controller and was responded with email response your order has been placed and confirmation email was tent to an address I think is in incorrect.The address is spelled correct but is in capitalized letters. My address is in all small caps

  Business Response

  Date: 05/25/2023

  We were able to get in contact with ************************* today and get him a copy of the receipt he was requesting.

• Initial Complaint

  Date:05/16/2023

  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.

  Purchased a camp chef 36 less than a 12 months ago for $1,200.00 and now just stop working for no reason.After several attempts calling the customer service number listed on their website, messaged their social media accounts and email to their customer service with no answer at all or help I would love to get my money back. Nobody answers, calls back or email back.

  Business Response

  Date: 05/31/2023

  Sorry for the delay. We tried to call ********************* this morning and left him a voicemail. We are sending him a new ****** assembly for his grill. This includes all the new electronics to get his grill up and running again. We also left a direct number where he could reach our **************** manager on his voicemail if he would like to follow up further. 

  Customer Answer

  Date: 05/31/2023

   
  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:05/04/2023

  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.

  Im trying to buy replacement burners for my FTG600. Ive called customer service multiple times. *** left my contact information and have not been contacted. I tried their stay in the queue multiple times over different days and have never been called back. Ive waited ***** min on hold waiting for a customer service agent and no one is available so I get sent to voice mail. Finally was able to get a hold of someone thru their messaging and got told to call the same number Ive been trying. The replacement burner is not available online. I have to talk to someone at the company and by far their customer service has been terrible in my experience.

  Business Response

  Date: 05/08/2023

  We spoke with *************************** on Friday the 5th of May. Unfortunately we were having some phone system issues the day he called in and the Call Back feature didn't work correctly. We were able to help him get the parts he needed ordered for his Flat Top grill and they shipped out today.

  Thanks,

  Camp Chef

  Customer Answer

  Date: 05/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I personally do not agree with their response that they were having phone issues that day.  The timeframe I called them was over weeks not a day and I never got a response.  I spoke with a person over messaging and they never mentioned phone problems. Even though I dont agree with their response and feel I was contacted but I put in a complaint thru the BBB, I will close the complaint. 

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

• Initial Complaint

  Date:03/13/2023

  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 sent half a dozen messages to camp chef trying to figure out what is wrong with my grill to get this rectified. I do not have the original receipt they asked me to send a picture in from the lid of the manufactures date which I did I have not heard another thing back from them. This was three weeks ago. Every time I sent an email to them I get no response back I would like to get this rectified and get the grill fixed or replaced.

  Business Response

  Date: 03/15/2023

  We spoke with ******* **** and helped troubleshoot the problems he has been having with his grill. We are sending him the necessary replacement parts at zero cost.

• Initial Complaint

  Date:02/23/2023

  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 ordered my Camp Chef Woodwind Wifi 36 in September of 2020. I have had a number of issues with rust all over the grill. Much of it was cosmetic and did not affect the performance. However, it got to the point where the side wall of the grill body which supported internal components as well as the ledge holding the grill grate were deteriorating to the point that it was becoming no longer usable. I have kept a cover on it and had it under a roof religiously. I sent pictures of the issues to Camp Chef Support in December. They admitted that "the powder coat did not adhere to the grill when it was applied" but initially called the issues "cosmetic." After I pushed back and asked them to look more closely at the pictures, they agreed thatI needed a new grill body. They sent the new body, but in the process of disassembling the grill there have been additional parts that I have found to be unusable. I requested additional parts and what they sent me was not what I asked for. I now have 3 sets of the same part. I continue to send them photos and descriptions.I believe that I have had to go well beyond the out of the box assembly requirements to get the grill back working. I have a personal friend who had rust issues and they sent him a brand new grill. I see similar outcomes on this thread. This is my third Camp Chef grill and I have recommended them many times to friends. I'm done. I believe that Camp Chef should send me a complete replacement.

  Business Response

  Date: 02/28/2023

  We spoke to ************************* yesterday evening and are replacing his grill for him under the current warranty. 

  Customer Answer

  Date: 02/28/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/23/2023

  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 purchased the Woodwind PRO 36 on 01/21/23 Order #: LOP00074401 This was supposedly a top of the line Camp Chef grill $1800 item.I received the grill and I assembled it, following the instructions provided. It was maybe a 2-3 hour process. However, the grill simply did not work. The heating rod and the fan on the grill was not turning on! I went through multiple emails with camp chef, testing the grill, disassembling the grill, disconnecting and connecting wires and plugs.After all this frustration, I was told that that I need a new controller! They shipped me the part without no instructions on how to install . Again, I took time out of my weekend to figure it out and install.The results were the same, not a working grill. I emailed Camp Chef asking for them for a resolution, however 4 days later no reply of any kind from this business.

  Business Response

  Date: 02/28/2023

  We spoke with ***************************** yesterday evening and again today and we are going to be sending him a new grill to replace the one he has that is still under warranty. 

• Initial Complaint

  Date:11/03/2022

  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.

  I purchased the Camp chef xt24 on 06/12/2022. It quit working in September so I contacted their warranty department.They sent me a replacement part but with no instructions. I am not a mechanic but I was able to look up online how to install it. After installing the part it still doesnt work.I wrote and mailed a letter to *********************************, president of Camp chef on 10/10/2023 concerning my problem with the smoker asking for either a refund or replacement. As of today 10/03/2022 I have not received a reply from him nor Camp Chef.I would like a refund of $549.99 or a replacement of this unusable grill.

  Business Response

  Date: 11/10/2022

  We have tried to reach out to the customer without success to notify him we issued a refund. 

  Customer Answer

  Date: 11/10/2022

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/15/2022

  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.

  My wife purchased an APEX 36 with sidekick as a present for me (over $2700), after I put it together, the unit had multiple issues, including the racks falling apart, the sidekick not fitting correctly, and the lid causing scratches to the body of the unit. I contacted CC support and send videos of evidence. They attempted to rectify the situation by sending me some random parts for some of my issues, not addressing each issue that I was complaining about. After more complaints, I talked to a Campchef supervisor decided to send a completely new unit, and assured me that all of my complaints would be addressed with this unit. However, when I received the new unit, all of the same issues were present. After contacting the Supervisor again, they said I should just assemble the new unit and donate both of them to a non-profit. This is after hours of back and forth communications with them. I have wasted more hours of my life putting together faulty units than actually enjoying my brand new backyard. I have owned many Campchef units in the past and they have fallen from my graces. I don't want to continue to waste hours of my life assembling and finding a non-profit to negotiate with, I want Campchef to come pick up their pathetic excuse of a smoker and refund my wife's mistake of a purchase.

  Business Response

  Date: 10/18/2022

  I spoke with ************************* this afternoon about the issues he is having with his Apex grill. We are going to be issuing him a full refund for his grill.

   

  ******

  Camp Chef

  Customer Answer

  Date: 10/18/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/14/2022

  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 bought a Camp Chef pellet gril in June 5, 2020. The grill came with an advertised 3 year warrenty. The grill stopped working properly in August this year. It would heat to about 200 degrees then start going back down. I contacted camp chef and after much back and forth emailing, they determined the issue was I needed a new theremometer. It took about 1 month to receive. No grill for Labor Day. No instructions on how to do the replacement. This company seems to rely on they're customers to post videos on how to fix broken parts. They sent me a link to one of these videos that helped but did was not totally accurate for my model. I was able to replace the thermometer and when I turned the grill on, it did the same thing. So I'm back to square one.
  
  I've repeatly asked Camp to either repair or replace the grill or refund my money. Their response was this: "Unfortunately, our warranty does not cover service. Customers and expected to maintain, service, troubleshoot, and replace any issues or parts. As your grill was purchased in 2020 it is impossible to give you a refund at this point as you have used the grill."
  
  It was not my understanding that when I bought this grill that the company did not have any capabilty to repair broken parts while under warrenty.
  
  I stated that my desired resolution would be a repair. If that is not possible, replace the grill or refund my money. If non of these options can be done, Camp Chef should at a minimum have to make clear that their warrenty is for parts only.

  Business Response

  Date: 10/18/2022

  I spoke with ******* ******* this afternoon about the issues he is having with his grill. We are sending him a replacement grill to warranty the issues he is having with his current unit.

   

  Trevor

  Camp Chef

  Customer Answer

  Date: 10/19/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******