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Grill Repair reviews in Atlantis

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  • My Weber gas grill was really dirty and not burning evenly, so I decided to have it professionally cleaned. I found good reviews for The Grill Doctor so I decided to use them. I contacted them using the contact form on their web site, and Monty replied via e-mail. He told me the fee was $95/hour for a cleaning -- he said he expected it to take 2-3 hours, but he would only charge for the first 2 hours. The cleaning involves taking the grill apart and cleaning all the components, so it's a lot of work. I scheduled an appointment for the following Friday, and was told Roberto would be there between 9:30 and 10:30.
    Roberto showed up at 10:30 and went to work. After a few minutes he called me over and told me I needed a new burner, and showed me where one of the old burner tubes had a hole. He told me that they couldn't provide the replacement parts, because the burner was still under warranty, so I would have to get it directly from Weber. I asked if he could come back after I got the burner and do the cleaning and replacement then, but he said I would still have to pay the $95 minimum for today's visit. He called Monty and let me speak with him. Monty told me he would charge $85 to come back and install the burner after I received it. I decided to have Roberto go ahead and clean the grill, since I was paying for his time anyway. If I had known I needed a  new burner, I would have ordered it before scheduling the cleaning, in which case it wouldn't have cost me anything extra to have it installed. I was kind of annoyed about this at the time, but I can't really blame The Grill Doctor for that.
    Roberto spent about 2.5 hours on the grill, and when he was done, it looked almost new. I was very impressed with the job he did. I paid $180 for 2 hours, after the $10 Angie's List discount.
    I took a picture of the damaged burner and sent it to Weber Customer Service via e-mail, along with my grill's model and serial number. My grill is about 5 years old, and the burners are covered for 10 years. A few hours later Weber replied to my e-mail and told me they were sending me a new burner. Great customer service!
    I was considering replacing the burners myself to save $85, but after learning what was involved, I decided I would have The Grill Doctor come back and do it (it didn't look that hard, but my time was limited). The burner arrived on a Thursday, and I contacted Monty by e-mail to see if he could do it the following day (Friday). He couldn't, but he said Roberto could come Saturday morning, and we scheduled him to come around 9:30.
    Roberto didn't show up at 9:30. I waited until about 10:15 and the called The Grill Doctor. There was no answer (just kept ringing, no voicemail), so I sent Monty a quick e-mail. I decided to try calling again, and this time I got through to the office. The woman I spoke with said she would call Roberto and then either she or he would call me back. A few minutes later, she called back and told me Roberto was having car trouble, but Monty could come out between 12:30-1:30 to replace the burner. Monty called at around 11:45 to tell me he would arrive in 40-45 minutes, and he arrived promptly at 12:30. It took him about 45 minutes to replace the burner (I'm sure it would have taken me a lot longer than that).
    So, overall I'd say The Grill Doctor does good work. The price I paid for the cleaning was well worth it, the price for the burner replacement was a bit high. Roberto was punctual the first time, but I only rated The Grill Doctor a C for punctuality, because Roberto didn't show up the second time and no one called me to reschedule. I would use The Grill Doctor again and recommend them to others, but if your burner or other parts are under warranty and need replacement, make sure you get the parts before scheduling service to avoid paying for a second visit.

    - Dave S.
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