thank you all for your help!
we were able to call in and talk to the people at the company, and everything was worked out! it was because we were turingin on the gas too quickly, (used to the old one i guess) and the gas wasnt going out. i received your responses, they helped, (thank you!!!) and now we grilled today and the burgers were sooo good!!
ok, thanks a lot
p.s. now we wont have to take a hammer to the grill and tear it apart, thank you!