GHP Reviews

STAY AWAY The customer service is TERRIBLE!!!! I ordered replacement parts which did not show any backorder issue when I placed the order. Email receipt said they would ship in 3-5 business days. I checked status after 2 weeks and the order was pending. Called customer service and was told some parts were backordered but they would send me the parts that were in stock. No parts shipped. Called back and was told by customer service that she would contact the plant and respond to me that day. No response. It has been 6 weeks since I ordered parts and they still can't tell me when my order will be built.

I called CS for GHP Group and spoke to Lori on the phone on 9/19/2016. She was outstanding in finding the correct part and supporting my questions. The part was still under warranty by GHP Group and she had it shipped out on the same day. Thank you so much for standing by your Grill/Product. GHP Group please make sure you keep Lori, she is 5 stars.

WORST customer experience EVER, bar none.
Will be returning this TERRIBLE product to the store.
DO NOT BUY!

If I could rate lower than 1 star I would! We purchase their vent free gas logs and used them for one winter (not daily, just occasionally to take the chill out of the room). By the next winter, they would not work! I have talked to customer service multiple times and have tired everything they ask me to do! I wish I had check their rating before we purchase them. Lesson learned!!!!!

Purchased one of GHP GROUPS wood stoves from LOWES. After unpacking it, to prep it for installation I noticed it was missing the fire door gasket. It was after their normal business hours so I emailed them with pictures of the door showing the gasket was missing. (Note this is a GLUED IN GASKET and the door showed now signs of glue ever being applied). There was also packing slip showing DOOR GASKET checked off as being installed. (FAIL) Along with the photos of the door, I sent one of the packing slip, the serial number and model number directly from the stove.

I had hired a professional installer to do the install over the weekend, so I was forced to go purchase a gasket and glue it for myself.

It has now been a week and I have not heard a reply from the GHP GROUP. I called and after a long wait for someone to answer, I finally spoke with someone who, after another long wait FOUND my original email in their ARCHIVES.

Of course he apologized up and down.

The stove is nice, and it would have been nice for it to have been complete when opened. But if I knew how the GHP Groups customer service operated before hand, I would have purchased a different unit. (Guess that is my lesson for going for a low end stove that is still made in America).

Take it for what its worth.

Pleasant Hearth High Efficiency Wood Stove - Medium - GHP Group - Model: LWS-127201-B

I've been on hold for 1-1/2 hrs., so far...just to speak to customer service about the fact they shorted me a grease pan, I ordered and paid for 2, the packing slip says (2) but, only 1 in the box..I.m getting nervous, I started as number 14 and in this time the entire customer service dept only got thru 12, i'm presently down to number 2, will they close for the day befor4e they help me? Will they take care of me; send the other grease pan for my grill? I'll review again after I get a live person to let everyone know the outcome. I waited a long time but, Wendy made it right, she took my info, order #, etc. and is sending me the second pan.

I ordered a uv filtration unit from them as I need a nsf certified unit that is at least 12 gpm. I ordered the one that states on their website that is 12 gpm certified. It came a 10gpm flow restrictor so I called was told I would be called back, that didn't happen. So a few days later I called back sat on the phone for a little more than an hour was told I might be called back by a supervisor as they couldn't answer why it had a 10 gpm flow restrictor. Got a call back from a supervisor who said they would look into it and call back. He called me the next day and said it is only certified at 10 gpm. I opted to return the item but they will not pay shipping even though their own website says it's 12 gpm certified (wish I could add screenshots as it is stated in 2 separate places) which is what I need and thought I bought. They offered a discount code for the purchase of another 15 gpm uv filter as he said he checked and that one is actually 15 gpm certified. Figured the discount would offset the shipping cost so it's a wash. After looking into that system a little more on their website says it's 10.6 gpm certified not 15 gpm which is not what I was told. Figured give the discount code a try and it doesn't work. They are not an honest company and are willing to lie to get business. I would not recommend them to anyone unless you want to have them sell you something that doesn't meet the specs they list online or tell you over the phone then will make you pay to return an item that is of no use to you.

Horrible product. Purchased 5 or 6 months ago and the heater portion stopped working. Would not recommend purchasing a fireplace/heater from this company. Their customer service team is horrendous in this day and age. Troubleshooting steps = clean it. Lmfao garbage product. If you want a product to last 5 months than definitely recommend.

EDITED: Resolved, shout out to customer service for standing behind their products and sending a replacement heater. Really hope this one will last longer than 5 months. Harry @ghp group did a phenomenal job resolving this.

This is an 'update of my review' of the GHP Char-Broil grill acquired from Home Depot written on Tue, Mar 16th, 2021:

I was unsatisfied with the answers I received in Home Depot and was put in touch with GHB, the manufacturer, so I called and wrote an email and a great GHP customer service manager called me to discuss the problems, and he remedied the problems on the spot! I am very happy with his help as a GHP customer service manager (of the GHP Group Inc.) manufacturer of the Home Depot sold outdoor grill product brand of Char-Broil.

I would like to commend Danny with GHP for outstanding service & care, whereas he converted me from an unhappy customer into a happy, repeat customer by listening to me and for addressing & solving my problems with logic, reason, politeness and quality Care.
James Gordon

Great customer service and quality products. It's nice to see a well-run company in this day and age.

I purchased a gas log fireplace and broke the LP regulator mounting screw when attaching the gas line, causing it to leak gas. The part is very fragile and while there is a backup nut on the part to hold when installing the gas line, you cannot get to it without disassembling the product. I called customer service to order a new regulator, that is listed in the manual as a replacement part. The rep told me sorry but this regulator is not a part that have available. She suggested returning the product to the store (paper work with the product clearly states not to do this) or buying one a a hardware store. I find this to be unacceptable. This company clearing does not care about their customers or customer service. They do support their product after the sale. I will avoid buying any of their products in the future.

I had to google ghp what package was being delivered today... i forgot about this product replacement because its been that long... over 2-3 months

Have dealt with this company before and had no issues, dealt with a Kolby Martin out of Burlington and will not be returning

there is no customer service. No one picks up the phone.

I purchased one of their 30,000 btu wall heaters two (2) years ago. The igniter module stopped working and I used a long lighter to light pilot until recently.
I called the company to purchase a igniter and spoke to a lady that was very nice and anxious to solve my problem. She shipped me a new igniter and didnt charge me! I was pleasantly surprised for getting such great service. I would recommend doing business with this company. Its RARE that I ever get such service, when dealing with any company.

This company did not honor the 1 year warranty when a grill they warrantied rusted out only 5 months after purchase will minimal use. The customer representative supervisor, Martial G emailed me and said "we don't have the grill in stock, and no ETA." They offered to send me a hood for the grill or return the grill to the retailer, home depot. Home depot promptly took back the grill given the circumstances. Dyna-glo grills are not a good product and the warranty from GHP is worthless. GHP did not provide any customer service after profiting from my purchase of their defective 4 burner Dyna-glo grill.

NOTHING BUT PROBLEMS!!!!
WILL CATCH FIRE!!!!!

DO NOT TRUST!!!

CONTACT FOR CLASS ACTION LAWSUIT

I have been waiting for a replacement glass for my pellet stove for over a month now. Customer service sucks! I have sent several emails and called. I got a response a week later, now they don't even get back to me. If I had another option I would take it and not look back. I want my glass please!

sat on hold at 9am for 40 minutes called again a few hours later and sat on hold for another 20 minutes and no one answered al over a question about a replacment part before i ordered it

Excellent customer service. I called about a broken valve on a new grill and they sent another grill to replace the malfunctioning one i purchase.

Imagine trying to call for several days and leave call back numbers and never getting a returned call...I need the M6 x 12 screws and a thermostat for a vertical offset charcoal smoker. Customer service that busy? I waited for 40 mins at position 1 then set a call back number to no avail!

Amazing customer service! Had a minor warranty issue on a product, called on Tuesday and had the replacement part by Thursday, no questions asked!

Absolutely the worst company ever they do not stand by their products nor do they have good customer service will never buy any of their products again

I bought this replacement part, not event a week later it broke like the original part called customer server told them the issue have another one sent to me free of charge....... guess what guys it broke again less them a week later! Who bright idea was it for this design on the convection blower? Couldn't make a bearing style? Had to make a rubber Grommet that is poorly designed. Worse this is it's the middle of winter in Michigan thank guys for ur craftmanship...... this it the review I gave them when they asked me about the product I bought from them. Here is there reply back. "Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!" Just just a heads up there are hidden there bad reviews from there future customers

I purchased an outdoor heater on September 1 with the projected delivery date within 2 weeks according to their site. I called on September 10 to get an update, as their site still showed the order was pending. I was told, it would be early October. I called again on October 6 to get a status, and was told it wouldn't be delivered until January 2021. They never proactively communicated any delays, their website didn't indicate any updates and now, I have to spend a premium on buying a heater somewhere else, now that there is limited availability of heaters everywhere. If they had been more forthcoming, I would have made my purchase somewhere else.

I get that COVID is affecting product availability and the supply chain, that is no excuse for not communicating with your customers. The reps were polite, my money is getting refunded, but the company really needs to rethink their communication and transparency with

Purchased a model about two years ago from Home Depot. Worked great for about two years but unfortunately kept giving an Error code message. Called GHP and they said they would send the part needed to fix it. After about 2 months and many disappointing emails and calls i was informed that the model was discontinued. I was able to talk to Harry Brodsky, Customer Operations at GHP Group, Inc, who went above and beyond to handle the problem. Due to the inconvenience and he shipped a brand new model to us with no trouble. Thank you

Saddled with a defective stove. Instruction booklet provides absolutely zero information on adjusting a stuck air control. Customer service completely useless; sent a photo of a different stove and told me to adjust via screw. As you can see in this photo, there is no screw to adjust. I don't believe the customer service person I spoke with has ever seen a wood stove. Tried to get assistance through the website, the form requires a serial number which I couldn't find. Frustrated, disappointed, disheartened.

It seem all they sale is faulty products. I have a heater that work maybe 2 month and stop working.

Ordered a part in November now its January and they STILL haven't shipped it! Very poor service in my opinion. I'd give 0 stars if it was possible

Wonderful job of replacement of parts that was still under warranty! Got parts like in 3 days! Thanks!

We received a Dyna-Glo smoker for Christmas. The hardware bag was torn in shipment resulting in lost parts. I have contacted customer service several times. Each representative promised Fedex of the hardware next day. It has been 3 weeks and still no parts! Truly disappointed with this company and their lack of customer care.

bought one of their heaters, thermocouple failed after 3 months.

poor service , was lied to by customer service rep, e mailed customer service and asked if items shipped, was told order 39247 shipped. looking at there own website it shows it did not ship. had the transaction reversed on my credit card. would not do business again here. good customer service would have gave me tracking info rather than just tell me it shipped. Credit card company gave me my money back. GHP kept both charges so in effect they charged me double for the items. Run don't walk away from this company.

Fast service and fair price. Will shop again with you. Thank you

Recently purchased a Stratford Fire House fire pit. During assembly I broke one of the legs. Called the parts line to order a new part. Not only was the customer service representative friendly and helpful they shipped the part free including shipping costs to Canada.
Part arrive within two weeks ... What a refreshing experience!
Thank you so much.
Steve

I am bummed to not be able to give a 5 star review. We bought the 48" Barret Electric Fireplace from a local Menards in our city. The unit looks great in our home and my wife and I have been enjoying the atmosphere it helps provide our home.
The only problem is that when we assembled it the heat never worked on it. I understand things happen and so I wasn't upset. The part that influenced me to give 3 stars and not 5 was the customer service experience was not the best while trying to figure out what to do with the heater that did not work. I would shop with GHP Group again though. Please take in mind that I am writing this review during the holidays so things are always crazy this time of year. Thank you for reading!

Some time as past as I wrote the last piece. I just dropped my 3 star review down to 2. The replacement insert they sent me is way to big and now we are back at square one again and the problem is still not fixed. I am bummed about this product.

We special ordered the Ascot fireplace doors through Menards. We couldn't wait to get them. We received them yesterday and the box and packaging was great, when we opened the box they were scratched all over. This did not happen in shipping, these doors should have never been shipped out to anyone. Is there no quality control? Returning these doors today. Highly disappointed!

Extremely poor customer service. I have a part that is broken within a year. Not only was the lady on the phone rude and unprofessional, the call ended without any help given. Basic phone etiquette would be appropriate for her before another day passes.

Horrible. No customer service. Will not do any more business with this co. Too big for customer service. Don't waster your time on hold. They won't answer your call!

I have corrected this rating as the original was not true to my experience.

Got a hold of a Dyna Glo 5 burner BBQ with side burner and I am very impressed with it. For an entry-level to mid BBQ it preforms really well and gets nice and hot.