Nexgrill WebSite
Thursday December 29, 2005
There's been a lot of discussion about support and information from Nexgrill (makers of gas grills under names like: Jenn-Air, Kirkland, Nexgrill and others). Recently they have put together a website promising support and product information. If you have a Nexgrill grill and need help you should be able to find it here:
On a similar note, Brinkmann has updated there website to include information about gas grills sold under the Brinkmann label. You can find them at:
Comments
Hi,
We bought the Nexgrill 720-0025 from Costco three years ago. Very expensive, but we thought maybe it would last longer. So far not impressed. Burners developed holes by the end of summer one. Grills are now rusted out and this is a bbq that is kept under a covered deck.
Tried to call customer service and just go put on hold.
Help
Angela
I bought a nexgrill three years ago and it appeared to be very heavy in weight and i also thought that it would last longer than the ususal grills. Well here I am looking for new parts. All things these days are made only to last a short period of time so we can just spend more and more and more money to replace things.
Not Happy
Helen
Your product stinks. I bought a Charmglow gas grill in April/07 and have been having problems with the regulator ever since. Can’t get through to customer service, no replys to e-mails etc. Next move is trying to get Home Depot to refund my money ( all $500.00 of it ), and if that don’t work Atty. Gen. time. I have written you 2 e-mails in the last 2 days with no reply to either. Customer satisfaction means nothing to Nexgrill.
Purchased this $600 dollar grill from Target 2 years ago being it is suppose to be lifetime warranty. These parts have been on backorder since May. All you get from Nexgrill is sorry for the inconv. That don’t fix my grill!! Don’t spend your money on anything Nexgrill offers.
There has been a lot of discussions pro and con on a number of blogs related to customer service by nexgrill. Many complained about horrid cusomer service.
Yesterday,11-7-07,I had to call Nexgrill for parts for my Jenn-Air NG 730-0163. Fearing the worst, I was pleasantly surprised when my called was answered and told to hold for a minute and quickly transferred to customer service rep Tom Rodel.
Tom took my information and wrote the order for the parts requested.Two main burners and a set of flame tamers, although I only needed one. This took all of about 10 minutes max.
I appreciated the attitude and professionalism and courtesy I encountered by Nexgrill’s representative. I for one am very pleased with the service I received and called to let them know.
I just bought a Jenn Air barbeque made by Nexgrill and I can have any service related issue resolved…..I am thinking to return it
I have owned the costco nexgrill grand classic & it has lived up to its name. i grill more than once a week every week year round. keep it clean & have had no problems. i inquired to customer service about a nat. gas kit & they returned my e mail within 3 days. i have e mailed them again today with another question. lets see what happens. will keep you updated.
their website sucks
I bought a Kirkland Signature Grill from Costco, very pricy. The original cover laster 6 or 7 years. I ordered a new cover from Grill Services ($70.) it lasted only a few months. I called and they said they would replace it. That was April 2008, it is now July 30th. and they keep telling me, 1. it will be shipped Monday.
2. that model is no longer made.
3. they expect a shipment in a couple of weeks.
You can be sure they are just putting me off expecting me to get tired of calling them.
I have to say though that the grill has held up well.
We bought a Nexgrill under the Sterling Forge label,(definately not cheap) model number 720-0016, faulty design caused the regulator hose to catch on fire and suddenly we had a burning propane tank inside our grill. this is a dangerous grill, and the company so far has ignored requests to replace or recall the grill. I intend to send photos to the CPSC as I believe someone could be seriously hurt or worse by one of these grills. I do not intend to try to repair the grill, I consider it a complete loss. Needless to say, I won’t be buying another grill from this manufacturer
I bought a Nexgrill Model 720-0617 for my husband for Father’s Day on 6/23/08. It was about 3 weeks before he was able to assemble it. He laid out all parts on the garage floor to be sure they were all there. It wasn’t until he was almost finished that he found out he had TWO right side shelves instead of ONE RIGHT SIDE SHELF FRONT PANEL, AND ONE LEFT SIDE BURNER CONTROL PANEL.
He was told it would take two to three weeks to receive the part. He called again yesterday 8/4 and was told it would take three weeks longer as the RAINS were slowing down the shipments from China. A very poor excuse.
I called today and talked with Jessie and was told the order was on backorder and it would be another 3 weeks.
The BBQ is probably the nicest looking one that I have seen for $900, plus; but after reading the reviews I think our best bet is to return it to Costco before it’s too late.
I purchased a Perfect Flame grill through Lowe’s in May 2007. Basically I am very happy with the grill insofar as quality of construction and performance…..with one exception. Apparently there is some sort of design defect with the automatic ignition. Mine went up after using the grill four times. It took about eight weeks to get a warranty replacement part in which case I was charged an exhorbitant amount for shipping and handling. Very small part, they charged 15.99 to send it by regular mail. The replacement part lasted through three uses of the grill. Unfortunate thing is that one cannot light the sear or rotissiere burners without the auto igniter. Otherwise if you ever have to call customer service, be prepared to wait a long time on the phone. They don’t hire a sufficient number of personnel to handle the calls. I just called for the part during a non-peak time and it still took over six minutes for the customer service agent to respond. Last time it took 28 minutes. (Maybe that’s progress.)
Bought SS model 720-0274 in July 2006. Cast iron burners rust causing low temperature. Cannot get above 300 degrees. Custer Service could not supply repair service and suggested I order 4 burners @ $39.95 ea. plus a new regulator that I install myself. WHAT A JOKE ! Little wonder NEXGRILL has been dropped by Fortunoff and has been bought out. DO NOT BUY A NEXGRILL. A $1275.00 MISTAKE ! I intend to cut it into little pieces and send it back a part at a time 1/2 to Fortunoff and 1/2 to NEXGRILL. Back to Webber for this BBQ man……..
Gee. Good thing I didn’t read these comments or I never would have bought my Nex Grill. It’s a “duo” where the hood i split, big on one side – single grilling space about 12″ on the other. Plus the infra red searing burner and rotisserie.
The regulator LEAKED!
I called store (Fred Meyer) who gave me 800 number for Grill supply, and they sent a new one UPS immediately. I couln’t ask for better service!!
BTW, the grill is heaven! It is so insulated it’s a whole new way to cook. In fact, I was searching for recipes when I found this site!!
Junk……..don’t buy it.
I purchased a Nexgrill product under the Charmglow name about 18 months ago. What a piece of crap! Burners have burned out, flame deflectors rusted out, wheels dont turn and no one returns calls or handles service problems. I’m working on getting satisfaction from Home Depot but it doesnt look good. Thank God I didnt pay what some of the others complaining have. I’ll never buy another Nexgrill product….Webber from now on.
I got my Nexgrill from Costco – Model 720-0617 a few months ago, and have really enjoyed it. However, the refrigerator is making noise and I have just sent an e-mail to the service department. I hope they will be prompt and provide good service. I will follow up when and if I get this problem resolved.
Well several days have gone by and I have not recieved a reply. Next will be a phone call.
This is not good.
I’ll let you know the outcome in a few days.
Nexgrill confirmed a replacement refrigerator would be provided under the warrantee. Unfortunately it is on back order and will not be available until after the 1st of December.
Good News, the replacement refer arrived today, so I feel Nexgrill is doing a great job.
I Purchase a Nexgrill model 720-0419-lp in August 2008. I tried to call them when the flame was to low and after I had tried to clean out any thing in the lines. I got to them in October they figured I had a bad regulator,and they wanted me to pony up shipping and handling. The unit had never work right. IF YOU HAVE PURCHASED FROM THESE GUYS TAKE IT BACK TO THE SELLER. (buy a different brand that doesn’t come from china) DO NOT TRY TO RESOLVE ANY PROBLEMS BY “using” THEIR SERVICE DEPARTMENT. I think they sell junk. good luck
Pathetic. Grill lightly used, burners developed holes in less than 3 years, stored under roof. Replacement burners $70 each x 4 = nearly as much as the cost of the grill from Costco. Pathetic.
I have a Nexgrill with 5 burners for three years.I use my grill ones a week and I have no problem with the grill. The stainless steel matrial is perfect,easy to clean perform verry well.
Thought the NexGrill looked pretty good for the price. I had a dammaged pert out of the box and have been trying to get a replacement part for SIX Months. Always on BO worst service I have ever been through. BEWARE
Okay, I just bought the NEXGRILL Model: 720-0419-LP for what appears to be a good deal. It weighs 200 LBS, and is HUGE. It’s almost too big. The problem I have found, is there are no reviews anywhere on the net for this, and I want to make sure I got a good deal at $250. It’s still in the box, I will assemble it over the next few days.
Okay, I put together the NEXGRILL Model: 720-0419-LP, in about 2 hours, piece of cake. I had every part correctly included, and the documentation actually had proper English grammar. The only problem was one defective stripped out screw in the side burner, easily replaced.
The one I was thinking of buying is Item # 296477, after reading all the problems everyone is having I’m not sure now.
Sorry #720-0677 if anyone has this one let me know what you think.
Has anyone purchased a Nexgrill 720-0600 from Costco? Seems like a lot of grill for $399 but I’m hesitant to purchase based on all the negative comments about Nexgrills posted over the past few years. Any feedback is greatly appreciated.
Has anyone had experience with the Nexgrill built -ins ? I am looking to purchase the model # 720-0593A
I am a contractor who installed a jen-air grill made by nexgril I HAD SPENT A GOOD PORTION OF TIME to make the grill a perfect finish to a patio I built for a homeowner. The grill had not been used for more than six months before it had develloped problems not only is it a waste of money its a safety hazerd. DONT BUY IT Thanx a bunch nexgril
I have purchased a Kenmore Grill manufactured by NEX according to Sears Product
Support. I was told prior to purchase this grill could be converted to Natural
Gas via a conversion kit. Sears Support tells me the grill is too new and there are no conversion kits made.
I need to know asap (1) is this true – if so I will cancel the order before delivery is made.
Thx for your help
i bought nexgrill model 7200304 the grill suppose to have 5 year warranty. i called the company wont do nothing. they wont help at all.
I spent almost $500.00 on a piece of crap
something sahould be done about the company
to rip people off like this,
Thnking about buying the NexGrill m# 7200649 at Lowes. Anyone know anything about this item?
Nexgrill grills are garbage now. About 3 years ago, they made some fairly good fully stainless models. Today, they don’t make anything that is FULLY stainless. Anything that is not stainless on your grill is eventually going to rust or degrade. Don’t expect a cast iron burner to last more than 3 years, cast iron grates will last even less time.
If you get a grill, get something that is 100% stainless. Even powder coated metal will eventually degrade on a grill.
I bought the kirkland grill from costco payed around $1300 for it in canada with in 16 months the burns all burst while cooking, they just blow into bit like nothing anyone know where to get the parts for them here
I bought a nexgrill 720-0032 Sterling Forge brand from the Habitat Store in my neighborhood. One of the valves is shot. It actually caught on fire!! They say the parts are discontinued at Nexgrill and Sterling Forge went out of business last September. I have searched all over the web. I guess that is why it was donated. Does anyone know where I can get parts for it. I think better quality than what I can buy at the big box stores today,, but I need parts!!!!
I bought a nexgrill kirkland Signatur 720-0193 from Costco back in 2006. I would now like to convert it from LP to NG. Unable to find convertion kit. Any ideas were to purchase. Thanks
I just bought a Nexgrill Charcoal grill, model # 720-0686, $400 + tax; I hope we haven’t made a mistake after reading the comments. Maybe Nexgrill does better with charcoal grills then they do with gas grills. Or at least I hope so for my sake! We are having a cookout this weekend and I’ll let you know how it works out.
Just want to report that my Jenn-Air Nex Grill is great. I have had it for 5 years now and just now needs burners. I called Nex Grill and they are shipping them to me. Just because of the dollar amount of a grill doesn’t mean that you still don’t have to take care of it. I use mine almost 4 times a week and this is the 1st time I’ve needed something. Mine is all stainless and after every use I spray it down with stainless steel cleaner and make sure its clean, I watch what kind of marinades I use because some of them will eat metal which could be some of the burner problems everyone has had.
BOUGHT A MODEL 720-0230 CHARMGLOW GRILL FROM HOME DEPOT MADE BY NEXGRILLS 3YRS AGO. THE BURNERS TOTALLY DISENEGRATED THIS YEAR, AND THEY ARE SUPPOSED TO HAVE A FIVE YEAR WARRANTY. GOOD LUCK GETTING IT THEIR WARRANTY NUMBER HAS BEEN DISCONNECTED AND THEIR MAIN NUMBER GOES STRAIGHT TO AN ANSWERING MACHINE THAT IS PERMANENTLY ON HOLD. THIS COMPANY SHOULD BE PUT OUT OF BUSINESS.
I purchased a Costco 720-0193 3 years ago. The burners are kaput but still under warranty. Of course they are on back order. They are supposed to be made of stainless steel but I doubt it. I have a 4 week wait will update this site when the parts come in. Over all this grill has been awesome.
i wixh i had read this website before i bought what i thought was a good grill from costco. it burned through all four burners in alittle over a year and like all others the new ones are on back order. i hope i get them before the summer is over
I bought the Nexgrill GH-JE-052177 from Costco about three years ago. it was very expensive,about $600.00 but I thought maybe it would last longer. So far not impressed. Burners developed holes by the end of summer one. It now cant be used! I’ve yet to hear from the company. If I do I will report any results.
Christen Gray
Looks are deceiving…quality of NEXGRILL ispoor…after almost $700 spent…the burners…delectors..and grill top badly rusted and have to be replaced.
buyer beware !
Bought a 500.00 nexgrill from lowes,used it 2x and now only 1 burner out of 4 will light.suppose to be sending me a part to fix it,or was told to use a match! for 500 bucks! i don’t wanna use a match.very poor service from nexgrill.had to call another place for the part.they were more help than nexgrill.after reading the reviews.prob gonna take it back.
The nexgrill we purchased was model # 720-0649 like I said used it twice and now only 1 burner will light and I spoke with someone on 5-19 -09 and here it is 6-01-09 and still have’nt recieved the part.was on hold for 20-30 minutes to only be told I had to call someplace else.I know this because my phone has a timer.like I said I am gonna take it back before my 90 dys are up and get another brinkman stainless steel that lasted 5 yrs.we gave it to our daughter.the only reason we bought this one,it has a searer and a backlight(we do alot of night time grilling)should have stuck with what we knew.
Helen B-G In
Left my first comment 6 mo ago still waiting for the replacement part going on 1 year. Now I don’t even get a response to my e- mails Don’t buy this brand
BOUGHT A $500.00 MODEL 720-0578 LAST YEAR,BIGGEST PIECE OF CRAP ON THE MARKET.SENT 2 EMAILS IN 3 DAYS,NO RESPONSE.NO CUSTOMER SERVICE.DONT BUY ANY NEXGRILL PRODUCT.SOLD UNDER NAME CHARMGLOW OR KIRKLAND.CRAP,GARBAGE.COMPANY SHOULD BE SUED.
terrible service.Don’t even want to sell parts to you.What kind of company is that??? I know the one that goes bankrupt.At least maybe new owners will want to sell parts.Everything back ordered.Makes sense,breaks so often can’t keep up with demand.
I have always had trouble with Grills. I dont think any brand lasts longer than 5 years with moderate use. What a great line of work. ANyway. My NEXGRILL storage door on the bottom of the grill fell off due to very weak spot welding of the hing that holds all the weight of the door. Now it looks like $150.00 to have a mobile welder come to my house to weld the hing back on…
I’ve been reading all these bad comments about customer service, but I’m finding the opposite. I bought the 720-0617 model at Costco on July 1. Since it was the display model, it was sold as is and when I got it home, many parts were missing. I called and they immediately placed an order for the missing parts (left burner, ignition swith, motor mount, rotissiere spit). I sent an email about another missing part and received a reply within an hour! This is a work in progress to see if anything else was missing (more Costco’s fault than Nexgrill) but so far, excellent C.S. – thank you Amanda Yurcich!
Just bought a perfect flame(nexgrill730-0522) from Lowes. Found it was damaged in shipping but lowes replaced the one door and the fire box I will live with. It assembled quickly and easily but when I went to purchase a rotisserie for it I could not find one that will fit. I guess I wil drill new holes in a brand new Q.(nice) so far it has worked well, but after reading these comments I think I may have a time bomb on my hands. I only paid $350 for it so we’ll see.The grill it replaced was 5yrs old and I paid $125 and never let me down, still works now. I will keep it for a back up in case this not so perfect flame screws up!!!! I will let you know.
I am about to buy a new Grill and saw Nexgrill 720-0677 at Lowe’s for 1,299 but after all these comments about this brand I prefer to stay on the safe side and get a Weber
I am looking at Nexgrill Model 720-0617 at Costco and I am still undecided after reading all these conflicting remarks about Nexgrill’s customer support and the quality of their products. One other thing tht is holding me is the weight of the grill. It is very heavy (323#) and unfortunately Costco does not deliver. I would be interested to know how those who bought it from Costco took care of the delivery. I would appreciate some feedback.
I also bought a Charmglow 5 burner grill from Home Depot about three years and all 5 burners have rusted and blown out. Ordered new parts from Nexgrill and that cost 143.75 with shipping this will be the first and last time I replace the burners next time I will just go buy a new grill and not one that Nexgrill has there hands into.
After looking at $150+ to refurb my stainless Kenmore, I decided to junk it and buy new. I was on a budget of about $200. I went to all the big box stores, but could find NOTHING decent for around that price. I was looking around at Lowe’s and saw the Nexgrill #720-0649 Red grill. Beautiful. Full featured. $450. No thanks. Then I saw that it was on clearance for $299. Ok, I’m looking now. Then after talking to the associate in the department, I got my 10% military discount off of the clearance price, making it $269. Add a cover and I’m out the door for $310. Any grill in the sub $500 price range is not expected to last forever, and most are very basic. For $300 I got a full featured grill (halogen light, 3 burners, plus sear burner, rotisserie burner, and side burner) that looks great, cooks very well with minimal adjustment, lights quickly, and did I mention looks fantastic on my deck? Even if all these negative comments are true, and it dies on me in 3-5 years, so what?
i purchased in may of 09 at home depot a nexgrill with the rotisserie and side burner and 3 main burners the left and middle burners never light with out my help with a match it also does not have very good flame control on the main burners and it constantly has to be cleaned or it goes on fire i understand grills require maintenance but this one is rediculous i owned a coleman grill for about 8 years and did not have half the problems as this one . thank god i purchased a extended warranty where i can return it with no questions asked it will be going back you people really should consider listening to the customer and change some of your design strategies before you start losing any more customers than you have to but it does look good but looks dont cook the food your responce would be greatly appreciated
My husband came home from Lowes with a Nexgrill brochure. Thanks to everyone who commented, we will not be buying anything made by Nexgrill and neither will any family members.
i paid almost 800.00 and retired mi old grill this was a mistake its three months old the paint is stained and and strating to come off the fridge i junk save your money this product is going back to lowes .by the way it has been coverd since i bought it
I have a Jenn-Air gas range which has very dangerous controls:
The burner knobs FIRST turn on the gas, with increasing stages to FULL ON…
BEFORE IGNITION BEGINS!
A secondary problem is that our toddler can easily reach the knobs and turn on the gas, or so could an adult do so accidentally, and without ignition, the house would soon be filled with an explosive mixture. Surely it would find some ignition point and the house would be blown to bits.
We are removing the plastic knobs, but the hazard is still present with
this backwards design. Most other gas cooktops in my experience turn
on ignition FIRST, and then turn on the gas.
Jenn-air customer service personnel seemed unconcerned with the
report, and claimed there were no recalls on their product. I know there
is at least one other model that has been recalled. This one seems far
more dangerous. What is the UL record on this model? Is it even listed?
Someone is surely going to die using this grille!
The model number of the Jenn-air range is Jenn-Air Model SVD48600P
Bought a Nexgrill 2 years ago and am now looking for burners. Does anyone have any idea who sells them in Canada?
By the way, the finish was :finished” after one year – and yes it was always covered.
Hey Mike,
Just replaced our burners.
We could not find any burners in Canada, so ordered from The Grill Services
http://www.grillservices.com
ph 909-718-6128
They arrived within a few weeks. Tried to prepay by cc, but they arrived COD plus charges. Cost close to $200
I just purchased the Nexgrill Red 720-0649. Went to light the side burner and it exploded from a gas leak beneath the unit. I’ve shut down and it has never been used. I’am takeing it back to Lowes with their 30 day 100% satisfaction return policy. After reading the different negative comments on theis site, I’ve decided not to even deal with the mfg. service dept. but instead purchase an American made product if that is still possible.