Pit Boss Overview
Pit Boss has a 2.6-star rating, derived from feedback provided by 1100 customers. In the Appliances and Electronics category, it secures the 16th position out of 1457 companies.
Rating
Contact Information
Website
pitboss-grills.com
Phone
(877) 303-3134
3411 N. 5th Ave, Suite 500, Phoenix, Arizona, 85013, United States
Pit Boss Reviews
Joanne
Still no shelf replacement after 3 months
3 griddle burner was received with a damaged shelf. The shelf is required in order to assemble the stand. 3 months later we still do not have the shelf and as such the griddle is sitting on a table. Customer service told me to hire a handyman to make the shelf fit!
GR
Urgent Public Complaint against Pit Boss Grills - Fire Hazard and Unsafe Product
Dear Pit Boss Grills Customer Support, I am writing this public complaint with utmost urgency to bring attention to a critical issue I have been facing with my Pit Boss Laredo 1000 wood pellet grill, which I purchased in 2021. What should have been an enjoyable and safe grilling experience has turned into a nightmare, as my grill has been starting automatically on its own, presenting a significant fire hazard Shortly after using the grill for no more than three times, I noticed the alarming behavior of the grill starting automatically without any input from me. In response, I contacted your technical support team, who sent me a replacement board late last fall. While this temporarily resolved the issue, it resurfaced in June 2023. I immediately contacted your customer support team again to seek a solution to this dangerous problem. To my dismay, I was once again sent another replacement board as a supposed fix. However, just one month later, the same distressing issue occurred yet again. Despite my best efforts to ensure safety, such as plugging the grill in an hour and a half prior to use, and making sure the flame was off during this time, the grill still started automatically on its own. This erratic behavior poses a severe threat to the safety of my home and family. I am unable to keep the grill anywhere near my home or even leave a cover on it while it's plugged in, for fear of a potential fire outbreak. It is deeply concerning that a product marketed as safe and reliable could have such a glaring design flaw, which jeopardizes the well-being of your customers. Moreover, the additional issue of the grill's Wi-Fi and Bluetooth software connection being unreliable further raises concerns about the overall quality and safety of your product. However, the primary focus must be on the dangerous automatic ignition, which demands immediate attention and resolution. Despite my continuous efforts to address this grave issue with your customer support team, I have been met with unsatisfactory responses. Your representatives seem to dismiss the severity of the problem, blaming me for the grill starting automatically due to allegedly incorrect usage, even when following the recommended procedures. This is absolutely unacceptable! I purchased a grill to enjoy barbecuing, not to live in fear of it randomly starting and potentially causing a fire. I would like to reiterate that this is not a problem I would have publicly complained about if you had taken swift and effective measures to remedy the situation. However, I am now left with no choice but to voice my concerns publicly and caution potential buyers against purchasing your products. The fact that I am being sent a third replacement board with no guarantee that it will actually solve the issue only highlights the inferiority of Pit Boss grill technology. I implore you to take immediate action to rectify this matter. I demand a thorough investigation into the root cause of this hazardous defect and a definitive solution that ensures the safety of your customers. A product should never compromise the well-being of its users, and it is your responsibility as a manufacturer to rectify this situation promptly. In conclusion, I strongly advise against purchasing Pit Boss Grills until this issue is satisfactorily resolved. I sincerely hope you understand the gravity of the situation and act responsibly to protect the safety of your customers. Failure to take appropriate action in this regard will only cement my belief that Pit Boss Grills values profit over customer safety. I eagerly await your prompt response and a resolution to this pressing matter. Sincerely, Frustrated Consumer
Alan
Never got my instruction Manuel with my new grill
I was taken aback when I opened the new pellet grill the Friday FED EX delivered it. I had previously viewed on line you tube videos to verify that this unit was something I wanted to try out for myself. I also made a mental note of the nuances of the unit thankfully because I would need to reference that information for my set up as I began the piecing together process progressed. Why did I need the on line information for the assembly you may ask. Glad you did. Pit Boss did not include any written instructions, warranty, registration, etc. Unheard of right ? Who has ever bought any item and there wasnt an included packet for operation/assembly/warranty? Well that was and continues to be my case with Pit Boss. The first call with a female two weeks prior to the second call I registered my units serial number and requested the paperwork. It never came which prompted the second call with a male and we spoke much longer. He said all he could do is send me a pdf file with the 41 pages to reference. Imagine that. He said if I couldnt print it my self a local library could. I have not used the grill and for this one and only reason I would like to send it back for a full refund. I consider this treatment totally unacceptable and can only imagine if I were to need warranty repair or a part replacement. Be your own guide in this matter but if I had known how little regard this company has for its customers I would have never committed to this Ill conceived purchase. Sincerely, Alan C. Castle in Winslow
Earnest
Did not work out of the box.
I purchased a table top pit boss smoker/grill from Walmart while on a camping trip. I took it out of the box and followed the directions to the letter. Directions stated to do an initial burn off so I again followed the directions. The damn thing burnt off all the paint inside the grill and the temperature gauge would not go above 130 f when it had to be at least 400f. When I called pit boss customer service and after sending pictures I was told to take it back to Walmart. Never again will I buy this junk.
Al
Worked one time!
S$700 smoker, brought home, assembled, did first use burn off. Come home from work the next day, excited to use my new smoker. Get everything ready, go outside to start up the smoker for the second time, NOTHING, no power, will not turn on, will not operate!!! Pissed off, hours of time, travel to town to purchase and now having to deal with this! Will never purchase another
Wayne
Not happy with customer support on a new smoker
I bought a copperhead series 5 smoker at Walmart and the hopper door hinges were bent. Customer service said they didnt have the part and would not ever have it. But she said I might go to Home Depot and get some hinges. Really I just gave $500.00 dollars for this thing yesterday. The paper work in the box says to call pit boss and dont call the store. I guess that is worthless. My only recourse is to call Good Ole Walmart and Iam pretty sure they will do something. Do like the lady said in customer service get my money back. I really dont want my money back I want the Hinges replaced.I want the smoker! I dont think this is the way pit boss does business, if it is you wont be around long.
Pat
Pit Boss doesn't provide any free customer service, even when under warranty.
When you contact Pit Boss customer service, you will have to pay a third party appliance repair company $5 for every question just to find out why your two year old Pit Boss grill that came with a five year warranty doesn't work any more. It's been a great grill, but stops talking to wifi in less than two years. My son's Pit Boss has the same problem, so it must be a pretty common failure.
Lee
Missing Part
I purchased the Pit Boss vertical smoker and discovered the the heat deflector shield was missing. After three calls to customer service I still don't have my part. The company says that their hands are tied and that there is nothing they can do. The first person I spoke to said that they should receive there shipment in three days. When I called today, the young lady said that they would never had said that, effectively calling me a liar. They have their money so they are happy. Meanwhile I can't cook. *This program would not except my proof of purchase download.
Anonim
Pitbossgrill.net fake company
Possing as part of PITBOSS selling your products on line. I have a PB82D3 pellet grill. I wanted the new griddle insert for it. Thinking it was actually Pitt Boss i ordered it. I never received the product.
Tim
Product caught on fire
8 month old Pit-boss caught on fire and is now destroyed. When we called for assistance was asked to dismantle pieces of the unit which felt a bit much considering pictures were sent of how dangerous and not to mention unethical just to be told that this is normal procedure to place a claim. As much as we enjoyed using our Pit-boss it also was an investment that we need rectified as soon as possible as this has been going on for over a month now. Thank you, {{Redacted}}
Jeff
Malfunctioning table top grill
Original review Jun 26, 2023
Had an issue with the table top grill Used 6 times some how the caulking in side burns dont ask how I had it on 300 and came outside to a fire raging it was swept out prior to using and there was no grease in the part that caught fire .. sent in photos talked to an agent they said it will have to be looked at nothing has been done But crickets on the customer service side Shouldnt use material that burns on a grill Pay the money get a Treager stay away from the Pitt boss grill Sent in pictures 5 year warranty my ..
Rob
Smoker not working
Called customer service 5 times in one day. Never got to talk to anyone. Had a problem with wire harness earlier in the year. And now the wire harness melted and caught the pellet box area on fire. Almost catching my deck and house on fire. Done with pit boss!!! Going to bad mouth them to everyone I can. Just bought new z grill. $600.00 piece of ***
Brent
Faulty product
Original review Jun 19, 2023
I bought the Laredo 1000 from Walmart April 20th 2023. I have only used the product 5 or 6 times. Grill has been stored under a cover and cleaned after every use. I tried to use it on this weekend and I'm getting nothing but error code 30 secs after starting. Throwing codes for overtemp and for the fan. I have tried contacting pitboss a few different times but only get the we are experiencing higher than normal calls please call back later. I have tried using the on-line chat which is unavailable. I'm stuck and really don't know what to do. I have a 600 paper weight that I can't even use. Ont D
Caterina
Grille
Please note that 2.5 years ago we purchased a Pit Boss Grille from Walmart and a few weeks ago we had to go buy another one because the frame was rusted and could not be used. This is not normal paying well over $850. We can send you pictures, please contact me at cathysciangula@***.com...We hope that customer service is your no. 1 priority...thank you
christina
Damaged product
Purchased the four burner deluxe griddle for my husband for Christmas on December 9th and it did not arrive until January the 5th. When it was opened the grill showed signs of damage. There was a dent in the back and one of the side shelves was damaged. When pit boss was called, we were told that because the damage does not affect the way the grill actually works that there was nothing they could do. After discussing it with the customer service representative they agreed to replace the side shelf. The replacement shelf arrived damaged. The shelf was only in a plastic bag that was shoved in a box. There was no bubble wrap or styrofoam to help. After another phone call, they agreed to send another replacement. Customer service even stated that they would put notes to make sure the package was more secure. When we got the 2nd replacement shelf, it was also damaged. (Again just shoved in a box.) After another call to customer service, we were basically there was nothing they could do, but they would let their warehouse know about the packaging. I'm not sure who would actually want to accept a brand new product that was damaged as long as it did not affect the way the product worked. I had ultimately decided to go with this company as I had heard from friends that they were great. Now after my own experience, I wish I had never ordered
Thomas
1 year of nothing
am trying to hold my composure but finding it very hard. On 10/17/21 I bought a a vertical smoker pro series 4, they didnt have any in stock at my local Lowes after contacting another Lowes who had it I drove about 30 miles and pick it up. After I put it together I noticed the site glass was broken so I called pitboss who asked me to take pictures so I did and after the flash hit the side I noticed it had all dents in it so still on the phone with pitboss customer service I said that there were none in stock she said she would get the part out right away but there was nothing they could do about the dents but that it shouldnt affect the use. This was my first mistake but I wasnt aware how wrong that would be. So for the next 11 months twice a month I called and was told that its still out of stock. Well on 9/10/22 I spoke with someone in customer service Kenric who asked me to send updated pictures and a copy of my receipt at first I didnt understand after almost a year they are asking for a receipt but they that was explained to me at a later date that some people buy these reduced for damages but I didnt it was in a box. But after he asked me to send these I asked if he could send me a email for what he was requesting and he did On Sep 10, 2022, at 1:24 PM, photos@***.com wrote: This is Kenric from Pit Boss support just giving the full breakdown of info we need from after we spoke. We are requesting updated pictures of the hopper glass damage as well as any other complications on the unit, and any form of proof of purchase in order for us to take care of this unit to its fullest extent per the warranty you have. Proof of purchase can be anything ranging from the receipt itself, a bank statement showing the amount purchased, a Lowes statement showing the amount the unit was purchased for etc, as a picture. These pictures can be sent as a reply to this email, although since this is a no -reply email we do request you to call back when the email is sent so we can follow up with you on this situation and take care of your unit to the best of our ability. Thank you for contacting Pit Boss Support today! If you have further questions or concerns, please call us at 480-923-**** from 6 AM-6 PM PST, 6 days a week, or chat with us at pitboss-grills.com. Best Regards, On 9/22/22 I called back to inform them I got a copy of the receipt and as you can see I paid full price I also sent updated pictures since first contact I had to remove the site glass also I had to put tape across the top because the dent bent out and when it rains the water gets in it a gentlemen by the name of Jared said it looks like we will be replacing your unit with a sportsman 5 then he said he needed to talk with his team when he came back he informed me that they couldnt do anything for me just because the glass was broken it doesnt interfere with its cooking. I told him that is does interfere I cant cook in the rain he said your not supposed to cook in the rain then I said I cant cook at night he said your not suppose to cook at night. So I asked him if I could speak with his supervisor he said they have no supervisor he said they all have the the authority to make decisions after many minutes I ask if he could send me something that says he cant do anything he said they dont do that but Kendrick had no problem sending me a email. After many minutes Jared found someone who got on the phone and said supervisor I asked him his name he said ken I asked if he could give me a last name he said no I explained the same thing to him he said well there is nothing I can do I said that your solution he said we gave you a solution I asked if he could give me a copy of transcript or tape I would be more then glad to pay for it they said thats for training I said I like something to go to Lowes with maybe they can help he said sorry we dont do that well what am I supposed to do if someone told me in the beginning I would have taken it back to Lowes now I told well your part is back order when it comes in they will send it theses are the people who are employees in the customer service of pitboss and according to them make decisions based on what they think My phone call was at 10:58 est on 9/22/22