ComplaintsforBMSH Foods LLC

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ******* BBQ smoker (Cletus 3.0) in May 2021. The unit was supposed to come with a five year warranty. I have had nothing but issues with the smoker, including:- The auger sheer pin has broken at least ten times (three times just yesterday, even after clearing all the pellets out of the auger and vacuuming it out)- The fuse in the pellet smoker has blown three times - The fan AND the heating element had to be replaced (the first replacement fan sent to me didn't fit as well) - A fireboard programming update caused the smoker to shut off every time before reaching temp.At this point the smoker is unusable because the auger pin keeps shearing during the process of smoking the meat. I have also notified the company and they have been unable to provide a solution that would permanently fix the smoker so that I'm not having constant issues. I requested a refund for my purchased amount of $4349.00 on November 20th, 2022. I requested this from the owner, ****, via email. He has not replied.I am requesting assistance in getting a refund for this defective product.

  Business response

  01/11/2023

  January 3, 2023

  In response to the complaint ID ******** concerning *** ***** ***** request for a refund. We understand the frustration that the consumer faces and we do not take any complaint lightly. Our company takes customer service and support very seriously. Our team works tirelessly to make sure our consumers are getting the answerers or parts required to bring resolution to the issues he or she may be having. We provide the consumer with company team members' contact details, the procedures in which to contact the company, thus allowing the consumer to have direct contact to the appropriate department 24/7, to include holidays. 

  Our technical manager of the smoker / grill division has been in constant communication with the aforementioned consumer regarding the issues this consumer has faced and is still in up-to-date current contact with the consumer as recent as this past December. We have expressed our concern and have apologized for any issues the consumer has whether it was related to a manufacturing defect or not. Meaning we have provided fixes or did troubleshooting when the issue was not related to a manufacturing issue. As part of our response, we have shipped replacement parts at no charge to the consumer without question to make sure the consumer is getting the required support needed.  
  The model in question is our custom-made Model Cletus 3.0 that is handmade to order. Our units are a unique one-of-a-kind combination Pellet and wood burning smoker / grill units. Unique to us only, the consumer, like most any new item they purchase, there are several hours of practice that we detail with the consumer in which is needed to understand and have a better understanding on how to operate a smoker / grill like ours. We have provided video and telephone conference sessions at no charge to the aforementioned consumer so that he could have a knowledge and a better understanding of what the recommended operational methods are.  
  

  Gary B**** 
  BMSH Foods, LLC 
  Co-founder - Vice President 
  

  Customer response

  01/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  While the company has assisted every time I've had issues with the smoker, the fact remains that I cannot count on it to function for the duration of the cook. The odds of something breaking, or something malfunctioning, requiring me to finish the cook in my oven or scramble to get assistance in fixing whatever the latest issue is very high. I need a reliable smoker. I expected the Cletus 3.0 to be reliable. It is not reliable. Therefore I have to purchase another smoker. And I need a refund to do that. 

  Regards,
  
  *********************

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