ComplaintsforKokomo Grills

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of delivery was 3/21/2022. I was not scheduled for that date to deliver but the company called me and advised me they were an hour away for delivery. I let the company in backyard to set it up. I advised them where I wanted it at. Thinking they should know to stay away from brick wall by 3 feet. *** position was not finalized by myself of husband. The installers while installing got a complaint from my neighbor on the position of the *** island and adjusted it without my approval. *** island was installed to close to neighbors yard. I will like for them to come out and adjust the island to make it straight and pull away from the brick wall so it doesn't carry over to my neighbors yard. I contacted **** to get this fixed but want me to pay for adjustments $375.00. I asked him why when you got the approval from my neighbor and he said well you will need to get that squared away with neighbor for payment. We paid $17,701.80 for the *** island

  Business response

  04/20/2022

  When we scheduled this delivery this customer accepted an ETA. The customer was present and instructed the delivery team of where to install the island. Our delivery team are *********************** but they're not aware of HOA rules and relay on the customers instructions. The island was placed exactly where the customer instructed them to. We are more than willing to help this customer out, however there is a fee associated with the adjustment we quoted them $375 which is 50% off the standard service fee. Please call us to get this scheduled and we will make it a priority. 

   

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10-2-2021 we attended the ****** home show and immediately were drawn to the kokomo grills aka backyard accents LLC booth as we were looking for a backyard kitchen. As we looked around, we were approached by 3 young boys who informed us they worked for the company and would help us out we settled on a kitchen and agreed to pay $13000.00 for a show model and pointed out a few areas that had damage on them and Zac told us they would all be fixed as it happens during shipping, we were told what you see comes with the unit covers, rotisserie, remotes and delivery installation. Unit was strapped down to tight and broken they attempted to repair still waiting for completion, cannot use ceiling fan as it wobbles and is going to break off, they attempted to balance, they sent the wrong roof supports 10ft and not the 12 ft which we paid for a 12x12 so now it flops in the wind and makes a tin banging noise, the installer said it was incorrect and the pictures show its wrong, they touched up scratches with spray paint so it now looks like graffiti tiger stripes and missing paint due to backorders, the tech said the lights have a remote never have got that yet, we haven't used the grill yet and the rotisserie doesn't seem correct as it sits on the grates tech stated it was missing a piece we paid another 800 900 bucks for them to get us the *** cover, rotisserie, griddle which was supposed to be included and to come back out and do warranty repairs and cut a sink in, fix the issues and once the sink was cut in they bolted after multiple calls and text finally found owner on ******** sent a message no reply either looking at BBB and online reviews seems to be a common practice with this company invoice #***** dated 10-2-2021 spoken to **** mainly and he stated kids should have not been telling us items where included even though it was clearly posted show special and was not posted those items were not. HE also stated if they could not repair, he would exchange it out

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased a bbq island grill from them. Unit took extremely long to get built, was forgotten about til second delivery date when they realized they had nothing to deliver. Finally got unit delivered in January and when I got home from work went to inspect and im unable to get the drip pan out cause the *** is too low to remove to clean. I then contacted delivery guy and sent picture of issue and he said service would get a hold of me on that next monday the 17th of January. After no one from company called I sent another txt message to guy again , he asked for my last name and I gave it to him and since then I have not heard anything from them. I've called no answer. So im asking for Bbb s help in resolving issue. I love grill and island but would like it fixed.

  Business response

  03/09/2022

  A service call was completed on Monday March 7th. The grease tray was replaced.  

• Initial Complaint

  02/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a BBQ Grill and island in October 2021 for delivery in December 2021. It was delivered 1/15/22 and the construction was defective. The two sections would not connect together because they mistakenly put the cultured stone veneer on the surface between the two sections. The stone was installed very poorly on the other sides. The stone is very crooked and not installed in level rows. The ****** grill k*** lights were ordered to be white and came red.I have contacted this company over 10 times. When I did get to talk to someone other than voice mail, I was told the service department would call me back right away. I have never received a callback. The stone needs to be removed and reinstalled after the two sections are connected together. The stone needs to be installed by a qualified ***** who can put it on correctly.

  Business response

  03/01/2022

  Hello, I am sorry that ****************** was having issues with his Barbecue Island. We have scheduled a service call for 3/4/2022. We will be picking up the island and correcting the stone work. 

• Initial Complaint

  02/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a gas grill in an island (Order *****) which was delivered on 11/29/21 with a few missing accessories due to back order. I received two of the accessories, but did not receive the rotisserie kit. I understand that there was some backlog due to supply issues and in mid-January I contacted the store and they stated they had received the kits and will be sending them out. Since then I have called the two store locations several times each and contacted the company via their web-site contact process asking to receive the item or to be refunded the cost of the item (around $200).

  Business response

  03/01/2022

  Hello, I apologize for the delay, however, we did mail out the rotisserie on 2/21/2022. The customer received it on 2/23/2022.

  Customer response

  03/01/2022

  
  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.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased $8,512.00 outdoor BBQ from Backyard Accents. When delivered, it was placed in an area so that the rotisserie spit cannot be inserted. The delivery lead was aware the rotisserie was coming because he said it would be here in two weeks. We feel the company has some responsibility in moving the unit so the rotisserie works because the installation lead was aware. After multiple contacts with the company they continue to claim no responsibility saying that's not the installers' job to be aware. They have offered to cut the spit but that won't work. They will charge us $200 to come out and move the unit. We believe the installers were aware that there would be a problem and should have mentioned that and cautioned us; we did not know. We are asking for the BBB assistance in having the company assume responsibility for moving ahead with moving the unit because the lead was aware a rotisserie was in route and knew it would not fit in that space. We also ask for your interpretation of whether or not we are correct. Thank you.

  Business response

  02/16/2022

  On the day of delivery, ****************** instructed our delivery crew on where to place his BBQ island. Unbeknownst to the delivery crew this would disallow the rotisserie from working properly. We have two options to resolve this issue. We can send our guys back out to move the island, however we do have to charge for this. The other option is to bring the rotisserie back to us and we can trim it down, so it will fit on the grill.  We are more than willing to help.

  Customer response

  02/16/2022

  The cut spit will not work - there is not enough room to remove it when hot.  They quoted us first $250 to move the unit, then $200.  We do assume some responsibility but not all.  We are willing to pay a lesser amount acknowledging that their company is in PebbleCreek Active Adult Resort often and do not have to make another trip just for this purpose.

   

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Put $ ****** deposit down on a new grill, at the spring home show, at the fair grounds.. Called the office 3 days later to change the order because our HOA's would not allow the *** island that we had chosen.First couple of calls, no answer. Finally got ahold of a real person, no voice mail. ***** he was very rude and told me he was sorry but we would have to forfeit our deposit and we would have to talk to the accounting department. That person was never there. The next day we were told we would have to talk to the business owner. He was gone for a week and he would return my call when he returned. Never happened. I finally called for the salesperson that I placed my order, not available and no calls returned. I thing we were scammed !

  Business response

  01/31/2022

  Hello,

  Mr. Misensol put down a $500.00 deposit on 1/8/2022.  At the time of the deposit, ******************** signed a contract that clearly states "All sales/deposits are final and non refundable". ******************** mentioned that his HOA would not approve his BBQ Island and that he wanted to change it. We are more than willing to help him design something that his HOA can approve. We also have paperwork giving detailed information that ******************** can provide to the HOA. 

• Initial Complaint

  01/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was reaching out to get help on an issue with the customer service from ********************** Grill. We purchased a grill in Oct that was delivered on Dec 21. In preparation employees reached out and had us take pictures and measurements of walkway. The grill we bought was told the top could be taken off and they would put together in back yard. Day of install the install team figured out this was not the case and theyd have to lift if over and needed more people to help. They called **** their supervisor to come help. They said theyd come back Dec 22. Which they did not do. We called and left several messages and they said they couldnt come back until the new year.My husband was called and they wanted to charge us a trip fee to come back out- which should not happen. We have been storing the grill in our garage for nearly a month with no end in sight as we cant get a date scheduled from the install team. We keep getting the run around. we paid nearly ******* for grill that we still cant use and is in our garage in pieces.

  Business response

  01/24/2022

  I am sorry for the delay. The delivery was completed on 1/18/22.

  Customer response

  01/24/2022

  
  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. They did come and finish the job. Although they failed to s**** in all the screws and my husband had to finish the job and they left a mess for us to clean up after. I am just happy it is done and over with at this point. 
  
  Regards,
  
  ***** And ***************************
  
   
  

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a outdoor bbq island from this company it was delivered by them in August 2021 it was delivered and the refrigerator door was incorrect the burner was damaged and no vent was installed that we paid for. Kokomo acknowledges all the issues at delivery time also admitted they were at fault. The problem is we made ***** calls to the company without any follow up we spent over 10k on this and 6 months later nothin resolved. No returned phone calls. I just want it fixed.

  Business response

  12/21/2021

  We reached out to the customer on 12/16/2021 and advised them the items are still on backorder and as soon as the items have been received, we will contact them to schedule the service call. We are sorry for the delay and we will get this completed as soon as possible.

  Customer response

  12/22/2021

  I have never been contacted from Kokomo grills that the items are back ordered. In fact the last conversation I had was on 12-13-21 from ************************* he promised me that he would have a answer. I never got one. They have terrible communication they never return calls or emails. I have plenty. They got my 10 k and I got a piece of dented c*** I have no trust in that company. How long do I have to wait. Its been 6 months. 

  Business response

  12/29/2021

  I am sorry **************** has had poor communication from our company. I reached out to him today and addressed his issues. He has two items that are currently out of stock and I could not guarantee the dates for these items to be back in stock, however, I did give him an ETA on when they are scheduled to be here.  We will get this taken care of ASAP. Once again I am sorry for the delay.

  Customer response

  01/15/2022

  
  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.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Kokomo grills damaged property upon building outdoor kitchen. Have been calling the company with an update multiple times weekly and no one will answer our calls. They also owe us a refund, tries to overcharge us for something we never agreed to doing.

  Business response

  12/29/2021

  We have resolved this issue. A refund was issued on 12/21/2021.

  Customer response

  12/30/2021

  
  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.
  
  Regards,
  
  *********************
  
   
  

*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. ↩