Masterbuilt

I am writing to express my deep dissatisfaction and disappointment regarding the Masterbuilt grill (Model: [Gravity Series XV 1050 Model MB2004****]) that I purchased approximately two years ago. I have encountered several significant issues with the grill, which have greatly impacted my overall satisfaction as a customer.

To provide you with a clear overview, here are the problems I have faced:

Uneven Heating: The grill consistently heats unevenly, making it extremely challenging to cook food evenly.

This not only affects the taste and quality of the dishes but also disrupts the cooking process.

Rust and Corrosion: Surprisingly, despite regular cleaning and proper maintenance, the grill has developed rust and corrosion in various parts. This is highly concerning, as it affects the durability and safety of the appliance.

Control Problems: The ignition system has become unreliable, often requiring multiple attempts to start the grill. This is not only frustrating but also a safety hazard as sometimes the grill turns on on its own.

Poor Build Quality: Several components, including Manifold and Sensors, have shown signs of wear and tear much earlier than expected. This indicates a lack of durability in the materials used, which is disappointing given the initial investment I made in purchasing this grill.

Considering these issues, I kindly request your urgent attention to resolve these problems.

I believe that a product of this caliber should not exhibit such significant defects within a mere two years of usage.

As a loyal customer, I expect Masterbuilt to stand by the quality of its products and offer a suitable solution to rectify these issues.

I kindly request the following actions:

Repair, Replacement o or Reimbursement: I expect the grill to be either repaired comprehensively or replaced with a new unit that functions without these issues.

Timely Resolution: I urge you to expedite this process, as I rely on my grill for various cooking needs, especially with the upcoming holiday season.

Preventive Measures: I also request information on how to prevent these issues in the future, as I believe it's crucial to understand proper maintenance practices to ensure the longevity of the grill.

I kindly request a prompt response regarding the steps Masterbuilt intends to take to address these concerns. I appreciate your attention to this matter and trust that Masterbuilt will uphold its reputation for quality and customer satisfaction.

I had tried the customer service ticket on the website without any luck so i did file a complaint with Better Business Bureau and hope resolve this matter outside of court.

Thank you for your understanding and cooperation.

Sincerely,

Victor Lopez

We bought a Masterbuilt gravity series charcoal grill we were able to use it once where it was working properly. The next use the temperature went way above what was set and there was nothing in the drip pan to make it do this when opening the grill the temperature slowly dropped below the set temperature.

We have much difficulty getting the grill lit even using fire starters and the grill keeps stating error codes when we make sure theres no prior residue from previous charcoal the unit was full. We keep our grill covered and out of the weather Worst buy.

I contacted Masterbuilt through their website and email was supposed to get a response within 5 business days still nothing. Reached out on Facebook where I was asked to provide Case number where then they said someone would contact me between24-48 business hours still nothing.

About four years ago, my brother bought me a Masterbuilt electric vertical smoker with a digital display and glass door.

The display weathering cover fell off after about a year and exposed the circuit. I had to start removing the top display and store it inside when the smoker wasn't in use.

After about two years, the smoker finally gave out and would cut off after the temperature and time were set.

I got ahold of customer service back then and talked with them about a warranty or parts replacement. Unfortunately, the smoker was just out of warranty (yes, I registered the smoker when I assembled it).

Not wanting to go without a smoker, I drove to the local Dick's sporting goods and found the newest model of the same-style smoker. It was even on discount due to being returned (it wasn't available for the warranty registry).

Well, after two years and smoking two turkeys this Thanksgiving. This new smoker has now given up after only two years as well.

I went to smoke some pork chops for New Year, and the smoker trips the GFCI whenever the bottom heating element is engaged.

This was when I discovered the absolute dumpster fire of a customer service that Masterbuilt provides and why I will not be buying one of their products ever again.

There is no phone number to talk to a human being, and after attempting to file a warranty complaint or parts replacement form, the website failed four times in a row after separate phone and laptop submissions.

There is zero effort to ensure the customer has a record to file a complaint or even talk with someone.

Even the phone number to leave a message about issues has a FULL VOICEMAIL!! It is pathetic, and no company anyone should waste their time with.