Bbqcoach.com Reviews 4

Very simple and nice system. However be carful on what you order. I called the company and spoke to a friendly person that was I thought at the time very helpful. Three months later after waiting for contractors to finish my patio area I find there is quite a bit of material that I will never use for my application. About $600.00 dollars worth. That is a lot of unused brand new material in the box to not return from a consumer due to a 14 day return policy.

unlike other reviewers, I had a terrific experience from getting advice on the design and selection of materials to building two islands. The units came together very quickly (saving my quite a bit of money on labor) and resulting in a very professional looking outdoor kitchen

Tried contacting the company for help with purchasing a system and this is the response I got from their customer service team:

Bbq Coach
Fri, 05/05/23 1:16 pm

Thank you for wishing us good luck!
We have helped over 50,000 families with our system and
honestly dont need your wishes or referrals cuz we have more than we need
already.
We can not even keep up with how many orders we our receiving.
Good luck with your diy bbq junk
Thank you

Update:

After contacting the BBB the company reached out to me. The company explained that the item I purchased was out of stock and instead of me waiting, they decided to send the Protrak studs. Which I could understand if they would have contacted me prior to sending the lessor quality material.. What they sent me wasn't equal to or better quality material than what I paid for. It should have been up to my discretion to accept the replacement item that was lower quality than what I paid for prior to shipment. It shouldn't take 5 days (Tuesday-Saturday) to contact me. A simple communication through the company's message center would be suffice. Communication is key.

On their website it is noted that the company founder sounded the alarm about using 25 guage material and doesn't recommend it at all this is why they use 18-20 guage steel.

On Monday (4/26) the company has agreed to refund me the $291 I spent and left it up to me to trash what they sent me because they refuse to send me a pre-paid return lable even after I told them where I live we pay for trash removal. I agreed to a full refund.

I want to be very clear, the backsplash kits they sent me (Protrak drywall 25 guage) does not match up to what they are advertising on their website. However, the overhang that I receive last September does. I have no complaints in regards to the quality of the overhang.

If you chose to purchase from this company and they sends you per what's advertised, I don't think you would be unhappy.

Original review:
Back in September I purchased a 12" overhang for my outdoor kitchen that I am building. It was made from 20 gauge steel and very sturdy, thick and excellent quality. I was extremely impressed by the quality and how fast it was shipped to me. Last week I bought the backsplash kit that goes along with the overhang. Shipping for this purchased met and exceeded my expectations. Well, this is where everything goes south.

Frist, I purchased 4 of the 4ft long section backsplash totaling $200 + $91 to ship it. They have a video directly on the product page to show what you are getting and they emailed a video on how to assemble it. Second, it was listed as "20 gauge exterior structural galvanized steel G60 43mil" (same guage as the overhang I purchased). Third, I received a call after I ordered confirming my purchased and I was told that they would send me the same steel to match my overhang.

What I received from BBQ Coach was ProTrak 25 gauge steel which bends very easy. Protrak is sold mostly at Home Depot and Lowes for $7-8 for a 10 foot long section. They took a 10 ft long section cut it into two 4 ft long sections and sent 5 studs. How do I know it was ProTrak, well they left the tag on the studs and the studs are also stamped with the name.

Their website and product page does not state that they use ProTrak. I would have never purchased this backsplash if I knew otherwise. This is false and misleading advertisement. Let alone, all of their videos do not show that they are using big box chain materials. What I received does not match up with quality wise with the overhang piece I purchased nor is it the correct gauge. This ProTrak might be good if all I was doing is putting cement board on it but I'm adding an overhang, cement board, stacked stone and granite.

I tried contacting the company via call (left a message) and sent emails through their message center on their website. No one has called or replied to my messages. BBQCOACH prides themselves of having a unique system and great customer service. As much as I like supporting smaller businesses and I know I pay a little more but in this case, this was a complete misrepresentation of their product. I could have puchased they exact same material from Homedepot or Lowes for about $80 total.

Next steps: if I hear back from BBQCoach, I will update this review and let you know if my issue was rectified. If not, I downloaded their videos and screen shot their website and took pictures/video of what was sent to me, I will forward everything to the BBB (eventhough they are not accredited) and the attorney general of CA.