NapoleonBIPRO500RBNSS-3 Built-in Prestige PRO RB Natural Gas Grill Head, 500 sq.in. + Infrared Infrared Rear Burner, Stainless Steel

Beautiful grille customer support is non existent. Good luck trying to resolve the issue with the seller, they are going to send you the factory and they do not answer the phones and do not return your calls. better think twice buying this one because once something goes wrong your on your own and you better know your stuff.

I finished my outdoor kitchen and was so excited about grilling. The 4th time I used my grill the handle felt extremely hot to the touch. The grease from down inside grill caught on fire and melted my control knobs. Not the quality I paid for.After sitting on hold for almost an hour waiting to talk with Napoleon, I was told that the replacement part is not in stock and they have no idea when it will be in stock.I am extremely frustrated!

The media could not be loaded. The cast aluminum ends of the grill hood are broken and the grill hood is unusable.

Purchased this for my BBQ island. I watched a bunch of youtube videos on this built in grill. It made it seem as if Napoleon is great with their lifetime guarantee.My BBQ installer has now vowed never to do another Napoleon Grill built in for BBQ islands. He has told me he has had 3 installs that have all had problems.I purchased this and still haven't been able to use this. My BBQ island guy said that there isn't a Natural Gas Regulator included with the grill. He tells me that this part is needed to stop the gas automatically if there is a fire so it doesn't go back in a blow up the gas line.He shows me photos from other grills such as Blaze, Fire Magic, Lynx that all have included part.I then try to contact customer service and they state that the gas technician that installs it needs to put the part in. I then ask the CS representative to recommend a gas pressure regulator for purchase. He says that is up to the gas technician.Also if you purchase this to use with Napoleon 10" IR side burner. DON'T. The Napoleon Prestige series isn't compatible with the 700 series burner without purchasing a separate power supply from Napoleon which isn't in stock. They do not know when the item will be in stock. Napoleon's website should specify that on their website that they are incompatible without this part.Also Napoleon website is purposely broken so you can't get customer support. When you click Customer Support button at the bottom of the page it says "You are not authorized to access this page"I will advise you not to purchase a Napoleon grill until they get their act together.

I’ve had several problems including the burners, temperature gauge, and electrical in the past two years approximately. Customer service is terrible: they don’t know how to troubleshoot effectively and they have sent out the wrong parts several times.