ComplaintsforKokomo Grills

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kokomo grills, backyard accents llc. Delivered me a fire pit and kitchen island that can in all sense blow up. As they should know propane is heavier than air, causing it to settle on the bottom, the island they built has a s**** through the burner that would allow the propane to stay in closed in the box they built around it with no way of exiting. Not only is this dangerous this could literally kill someone Ive been calling to try and resolve this issue and I get absolutely nothing. I either want them to fix it or come take it away. This is not an issue of money this is an issue of safety. It would also not pass city inspection for gas hook up. If this kills somone you will be liable for it. Come fix it.

  Business response

  05/18/2024

  Dear ****,
  As of May 17, 2024, we believe we have resolved your service request by adding additional ventilation to your **********. We are committed to working with you to ensure your satisfaction and that you feel safe using your BBQ island for many years to come.
  We appreciate your patience and look forward to continuing to work with you to address any further concerns.
  

  Customer response

  05/18/2024

  hello, no one has come out to vent it for me, also no one has called even to schedule to install the vent? If youd like I can provide pictures that show it has not been vented. I am happy to accept the offer of venting it. If you can call and schedule it that would be great. 

  Business response

  05/20/2024

  There seems to have been some confusion regarding the vent installation. The vent was installed on the same day the team came by to repair the gate, which is scheduled to be replaced three weeks from today. I apologize for any mix-up. I would like to confirm that we have now added the necessary vent to your fire table and are ready to work with you on the remaining items.
  Thank you for your understanding.
  Best regards,**************
  Kokomo Grills

• Initial Complaint

  11/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered ~ $9,100 in outdoor BBQ equipment on 7/19/23 which was delivered in November. My original invoice in my possession shows that I paid for installation (emailed from the business), however they required a $350 installation fee and I had forgotten I had already paid it. When I called the business for a refund, they refused. The installation manager, *****, refused to acknowledge that the installation fee had already been paid, and I when I stated that I'd need to speak with the manager, his response was "I'm as high as you're getting." I messaged the owner on social media and haven't received a response.

  Business response

  11/29/2023

  I hope this message finds you well. I am writing to provide clarification regarding the recent installation services we conducted for the components purchased by the customer.
  The initial labor and installation charge were explicitly designated for the delivery and drop-off of the purchased components. Subsequently, the customer expressed the desire for us to handle the installation. At this point, they willingly paid a service fee of $350, covering both travel and labor costs associated with the installation process.
  Upon our arrival, it became apparent that the *** island had not been completed as expected. Despite this unforeseen circumstance, we proceeded to install the equipment that was possible given the existing conditions.
  It's crucial to note that Kokomo cannot be held responsible for the stage at which the *** island was presented to us. We would like to emphasize that our team exerted its utmost effort to provide a satisfactory installation, considering the circumstances.
  If there are any further questions or concerns, please do not hesitate to contact us. We value your understanding.
  Best Regards
  ************** 

  Customer response

  11/29/2023

  Good afternoon,

  This response was provided from the same person at the business that refused to speak with me in a tolerable manner when trying to work this out directly.  The invoice provided specifically states INSTALLATION was already paid for, which was also the conversation we had with the salesperson at the time of purchase.  The *** island IS complete, the installers didn't know how to work with cinderblock as they apparently are used to working with only metal braces and drywall.  The construction was also discussed with the salesperson at the time of purchase, so if cinderblock wasn't something they could work with, we should have been advised at the time.  The $350 additional was paid as I had forgotten that we already paid it back in July; I wouldn't have agreed to it had I realized I was being double charged.  I find that the installation manager replying on behalf of the business odd, since there are two different owners listed on public record.  I think their involvement should be addressed.

  I appreciate your time.

  *****

  Business response

  12/20/2023

  I am writing to address a recent concern regarding the installation of equipment purchased from us.
  We acknowledge that the initial agreement solely covered the delivery of the multiple items you purchased, with installation not included. After reaching out to our service department, you received a quote and, after some time, agreed to proceed with the installation.
  Regrettably, it has come to our attention that the equipment could not be successfully installed, leading to the current situation.
  To resolve this matter amicably, we would like to offer a partial refund equivalent to half of the total installation cost. We believe this is a fair solution that demonstrates our commitment to customer satisfaction.
  If this resolution aligns with your expectations, please confirm your acceptance at your earliest convenience. Upon your confirmation, we will promptly process the refund.
  We sincerely value your business and appreciate your understanding as we work to address this issue to your satisfaction. If you have any further questions or concerns, please do not hesitate to reach out.
  Thank you

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the Home and Garden Show in July 2022 @ ****************** representatives from Kokomo Grills talked to us about a Backyard bar and kitchen with a roof. Throughout the process the employees from Kokomo grills were adamant about the fact that their product was *** friendly and that ***'s could not deny the product as it is furniture because its not built in or attached to the home. After spending several hours talking and getting reassurance about their product we decided to purchase. We made our down payment of $10,000 for the $20,000 unit. We spoke to our salesman and his office rep over the course of several months afterwards letting them know how our project was going in anticipation of them starting to build our product. Eventually, we would not get return phone calls and the office rep ***** only continued to email to see if we were ready to start the build. We visited their East Mesa showroom twice talking to sales rep **** who ensured us that she would help us out. The original sales rep we met at the Home Show for the sale in July 2022 had become distant and unsupportive. **** came out to our home in March of 2023 to see what space we had for our unit and how it would potentially work within our ***. Giving the sales rep **** the *** rules she could not see how the product would work for us with the *** guidelines. We were able to speak with the original sales rep ****** again informing him that the unit would not work for us and that we were not interested in any other options. Our *** reviewed the company provided design and build of the product and determined that it would not work. The *** provided a denial letter to the company and the company refuses to provide a refund. We've attempted to reach out to the owner and emailed ********************************** with no response. The company uses predatory methods to get customers to spend their money and misrepresents Kokomo grills as if they are speaking for any homeowners association.

  Business response

  03/26/2023

  To whomever this may concern, 

  The payment made was not considered a deposit since it was half down of the overall total this allows us to allocate materials and begin production of the bbq island. The build was brought to a halt on October 21st due to delays and issues with the pool and landscaping contractor. We were happy to work with the customer and allow the time necessary to get caught up. We made routine calls to make sure everything went according to plan. At this point we are willing to redesign a new bbq island that will meet the *** guidelines but unfortunately a refund of the initial payment is not an option.
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a grill on 1/16/2023 because the website advertised a year end sale for a 4 burner pro series at $2495. My husband went down to the store to buy it and thought the total price seemed high and looked at the receipt and we were charged full price. We brought this to their attention and they said they would not honor the price as advertised because we did not bring it to their attention. So I guess it's the customers responsibility to ensure they do their job and know what sales are going on? This is false advertising and predatory. They said all sales are final and they would not accept a return unless we paid 30 percent restocking fee and THEN they would try to give us the sale price which ends up being more in the end. This is just not right. They should honor what they are advertising.

  Business response

  01/19/2023

  To whomever this may concern, after reviewing the details I will honor the price advertised that weekend and can refund the difference at our ******* store located at ***********************************************************************. Sorry for the inconvenience and hope to see you soon thank you. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/02/2022 I met with **** at Kokomo Grills at a ****** *********. **** took 5 minutes to draw out a BBQ island on his laptop and give us an estimate. It was agreed that after I went home and finalized the space, size, and desired equipment I would re-contact him. I signed a long contract but agreed we would work together on finalizing the island. This was the only way to get special pricing, to sign during the show. We spoke several times by email, modifying the island (I have the dates of emails and phone calls). After the modifications, the cost ballooned to a MUCH greater price. I tried eliminating options on the grill to make it affordable, to no avail. When I asked for my $2000.00 deposit to be returned (as they never even started to build the unit) they refused and stated it was non refundable. I could no longer afford the modified island/grill that was being designed. My option was to purchase an island at an inflated cost or lose $2000.00. They essentially backed me into a corner for the money. Kokomo Grills, aka Backyard Accents LLC, have only a few minutes of time invested in this transaction, but want to keep all the deposit. ***** (Zachs supervisor) was rude and argumentative (my calls are recorded as well). He refused to refund any money and would not give me his supervisor's name, contact phone number, or let me speak to anyone else. I have left several messages for *****, a supposed owner/manager, but no calls have been returned. My communication is with ***** but he does not return calls or emails, only telling me that ***** will get back to me on my request. At this point Kokomo Grills just wants to keep my $2000 and not return emails, phone calls or offer any assistance.

  Business response

  01/04/2023

  To whom it may concern, unfortunately deposits are non refundable and can only be applied towards the purchase of new outdoor equipment or a BBQ island. 

  Customer response

  01/05/2023

  So Kokomo Grills will not refund money for services that they never provided? This is a dishonest practice to say the least. They have discontinued communication with me and will not return emails or phone messages, but they have chosen to keep my money. The only solution provided is to put the money towards products that I do not need or want. I would assume and figure that any honest and reputable business would refund the deposit as none of it was used. This is a dishonest practice by Kokomo Grills. There is just no other way to describe this behavior. This is theft. 

  Business response

  01/09/2023

  We believe to have provided the goods and services per our agreement every step of this installation was confirmed prior to our service date.  Unfortunately a refund for the custom parts and services is not an option. 

  Customer response

  01/12/2023

  I appreciate your response but I believe that you are truly confusing my case with someone else.  You stated We believe to have provided the goods and services per our agreement every step of this installation was confirmed prior to our service date.  Unfortunately a refund for the custom parts and services is not an option. In this case you never provided ANY good or services, certainly never did an installation or ever had a service date. No parts were ever utilized, much less custom parts. This does not apply to my case. We had a 5 minute meeting, and at no time did you ever come close to building the island, because the cost quickly got out of control. All I ask is my deposit refund, as outside of the 5 minute introduction meeting you have not incurred any other costs with this project. Its the honest thing to do. Thank you.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a grill/bbq island from Kokomo on 1/9/2022. The grill/bbq island was delivered in February 2022. During the summer, the tile on the grill started to turn yellow due to the glue coming through the tile where it was glued on. My entire bbq island with the tile has yellow glue all over it and is unsightly. I have went to 2 homeshows and spoke to sales associates who referred me to Service. I have filed 2 claims on Kokomo's site and no response from service. I have visited the Kokomo store in North ******* 3 times to speak with a sales associate who keeps referring me to Service with no response from Service. I have emailed the Service Manager, *****, twice with no response. I have called the Service line with Kokomo/Backyard Accents 3 times and left voicemails with no response. I have completed all of these follow *** in the last 2-3 months and no response. My bbq island/tile is poor craftsmanship and for a $5,973 grill, I expect better customer service. I am looking to get this resolved.

  Business response

  12/05/2022

  To whoever this may concern, after reviewing the service request it was reviewed and a service ticket was created. We have this customer on our schedule for 12/13/23 to come out and remove adhesive that has worked its way to the face of the *** island. The adhesive shown in photos was not used for installation as it is installed using a thin set mortar. The yellow is part of the stone and material used to make the stone panels, with that being said we will make every effort to remove the adhesive. Thank you!

  Customer response

  12/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If it is not satisfactory, I would like a different resolution such as returning and refunding the bbq grill/island. 
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a follow up to an earlier complaint that Kokomo marked as resolved. ******** Is the original complaint number. The job is still not finished even after they have been here 7 times. Im being told they are backed up and it will be weeks before anyone will contact me. They lie and do not stand behind their products. I had them document what is still outstanding to complete the job.

  Business response

  08/25/2022

  Hello, a service call is scheduled for 8/26/2022, to determine what is going on with the grill.  Also, we have agreed to give the customer free accessories for the issues they have been having.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a floor model St. **** from the Fall ****** ***************, in 2021. It was brand new. The Sear Burner has never been operational. I have contacted the company several times, once they even said while they were in town again for the Spring **********, they would contact us when they arrived in town and would send a service guy to replace or repair it, it IS Under their Warranty! But no one ever called us back! I've left more than 4 messages and do not expect anyone will call us back. I asked a local ************************ if they could fix it, they called back and said this company is the only one that have replacement parts! And they were not able to get any further info with their parts department-No one would them back either! This company "Claims" to have great warranties and service, but how is this possible, when they never reply! A Warranty is only as good as the company standing behind it, in this case their warranty is nothing! Someone really needs to get this company to right it's wrongs, and I know I am not the only one! I paid CASH for this unit and I want it to all work!

  Business response

  08/02/2022

  Hello, I am sorry that this has not been resolved. I do show that our service department has left a couple of messages. In order to get this taken care of, please call our service manager ***** at ************.

   

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered an outdoor kitchen and fireplace from them September 2021. The install date was May 11. We had 2 change orders because of the *** which they charged $250 each for and that is understandable but they did not say we would be delayed more than 2 weeks. After demanding full payment, we are missing the griddle and pergola. We are being told it is coming from ***** and is in the water somewhere. After many calls and emails, we were told it was in and will be delivered June 24. They no showed and now says it will be July 29. They have $28,000 of our money and we have a half done unusable kitchen in our backyard. The fireplace is also extremely loud because they use super cheap connections. We are extremely frustrated and need a resolution.

  Business response

  07/05/2022

  I would to apologize for the delay, our vendor has been back ordered. I do show that the customer is scheduled for a service call to complete the installation on 7/29/2022.

   

• Initial Complaint

  04/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased an Outdoor Kitchen from Kokomo Grills at the Phoenix Home Show on January 6, 2022. The company delivered most of the product on March 17, 2022. It has cut-out Holes in the Countertops for a missing 22 Griddle and Ice Bin. After paying $19,548.00 - Half payment was made on the day of purchase (1/6/2022) and half payment made at time of delivery being scheduled. The delivery guys said these two items were on Back Order. They did not have any paperwork to back it up and told us to contact their Office. At no time in our waiting period for the delivery and setup were we informed that there would be missing items. We have made at least a dozen attempts to email, call, and leave Voice Messages for all departments in their phone tree ( Sales, Existing Orders, Accounting) yet No One will call us back. I once reached a Sales live voice and he immediately hung up on me.We are very concerned that Kokomo Grills - aka Backyard Accents, LLC will not deliver our missing items and we have very ugly giant holes in our outdoor kitchen unit.

  Business response

  04/20/2022

  Hello, I apologize for the delay in receiving the missing items. The last report I received show that both of these items should arrive next month,  As soon as we receive the items we will get a service call scheduled to install the items.  If the customer has any questions, please give me a call at ************.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩