Complaints

This profile includes complaints for Paradise Grills's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Paradise Grills

  640 Ocoee Business Pkwy Ste 80 Ocoee, FL 34761-2681

  
• 

  Paradise Grills

  Kennesaw, GA 30144

• 

  Paradise Grills

  2690 Pga Blvd Palm Beach Gardens, FL 33410-2904

  
• 

  Paradise Grills

  10630 Pines Blvd Pembroke Pines, FL 33026-3985

  
• 

  Paradise Grills

  825 E Sunrise Blvd Fort Lauderdale, FL 33304-2805

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an outdoor grill from Paradise grills on 3/22/25. The sales *** stated installation is provided by the company and all we need to do was, have gas and sink hooked up. Upon arrival of the grill today, what we actually got was the men just put the items in the box/cabinet and left it two feet away from the wall.What is expected for a normal cabinet installation in construction as well as what was told to us by the seller, is that the installer would cut out the area in the cabinet/box that would allow access for the plumber. When asked we were told they only set up they don't install the cabinet, so now I have a box that is two feet from the wall it should have been installed on, with no access panels for the plumber.I was told they don't modify the box, however the man got out his saw and modified one of the aluminum bars so the sink could drop in.I feel I was misled on what was going to happen and that I should be credited the amount charged for the alleged installation. I have contacted the seller, and they are not responding to me, therefore I am reaching out for your assistance. Thank you in advance for your help in resolving this situation.

  Business Response

  Date: 04/03/2025

  Thank you for reaching out regarding the placement of your ************. We appreciate your business and want to ensure youre satisfied with your purchase. As outlined in our contract, our delivery team places the ************ in the specified location but is unable to make modifications due to plumbing or electrical stub-outs. This policy was reviewed and signed off on at the time of sale. We sincerely apologize for any miscommunication regarding this. From the attached photos, we can confirm that the ************ was installed in the designated area. However, we understand that you would like it adjusted for a better fit. We are happy to accommodate this request and can schedule a return visit to reposition the unit for a service fee of $250.
  Please let us know how youd like to proceed, and well be happy to assist.
  

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23128467
  
  I am rejecting this response because: Pardise Grill stated that the outdoor kitchen would be installed and all we had to do was have a plumber make the connections. Clearly in these pictures it shows an outdoor kitchen not installed but set on my patio two feet from the rough ins.  Paridse Grill has falsely advertised what they intend to do along with their employee representative stated it would be installed.

  Clearly, they know they have committed fraud, not only by offering up images as evidence of said, but by offering to now charge me 250 dollars to perform a kitchen installation.

  I see 65 patients a day, if i told my patient I was going to install a fixture in their body and then just placed it on them that would be fraud, clearly this is what Paradise Grill is doing. Fortunately, I am bilingual and had a long conversation with the delivery men regarding the constant complaints they receive when delivering these grills. Many of the customers are as shocked as I was to find they only drop it off and do not install, under the pretense they cannot alter the cabinet, however they can whip out a saw and modify the cabinet to place the sink.

  I also had a long conversation with the local plumber that has experienced the same situation with Paradise grill when he is called to hook up plumbing. 

  At this point the only acceptable solution is for Paradise Grill to cease the fraudulent practice of claiming and charging for an installation that is actually a delivery service. As well I demand a refund of the monies paid for a service I did not receive.

  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/16/2025

  Paradise Grills sincerely apologizes that the ******** family continues to feel dissatisfied with their experience. Attached, please find a copy of the complete Sales Agreement. For your convenience, weve highlighted the sections where it is clearly statedon two separate occasionsthat our delivery team members are not licensed plumbers or electricians and, as such, do not perform utility connections for customers. Additionally, the agreement notes that our delivery team is responsible solely for placing the Grill Island in the specified location. They are not authorized to make modifications to the product or the delivery site. We truly regret any miscommunication that may have occurred and hope this clarification provides a better understanding of our policies. Please dont hesitate to reach out if there are any further questions or concerns.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23128467
  
  I am rejecting this response because, your salesperson who works for you company stated that the grill would be installed and we would have to have a plumber hook up gas and water. The word installed and not placed was used. The grill was not installed as stated and I paid to have happen. Your company representative misrepresented what would actually be done as shown in the photos you supplied. Again, the only solution is to refund what was paid for lack of installation as well cease representing and charging for an service that is not provided.

  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/19/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Formal Complaint Regarding Unresolved Outdoor Kitchen Installation Issue with Paradise Grills Dear BBB, I am writing to formally lodge a complaint against Paradise Grills (****************************************, Tel: **************) regarding an unresolved outdoor kitchen installation. I paid in full for the equipment on November 27, 2024, but it remains in boxes and has not been installed as of March 19, 2025. My credit card company, ********, also attempted to resolve the issue. However, Paradise Grills informed them on March 8, 2025, that they were not responsible for making the required cut. This isnt the main issue, as I hired a contractor to complete the cut on December 20, 2024, and informed the customer service manager, ******, on December 21, 2024. I just need them to return to complete the install.Timeline of events: Nov 4, 2024: Ordered outdoor kitchen and paid $7452.76 deposit. Nov 27, 2024: Paid remaining $7452.76 and scheduled delivery for Dec 18, 2024. Dec 16, 2024: Delivery rescheduled to Dec 19, 2024 per Paradise Grills Dec 19, 2024: Delivery arrived after hours, preventing contractor work and equipment inspection. Dec 20, 2024: Per Paradise Grill's request, I hired contractor to complete the cut. Dec *****, 2024: Multiple calls to Paradise Grills requesting installation. Dec 21, 2024: Manager ****** stated $250 installation fee and would request a waiver after I explained my situation Dec 23, 2024: Fee not waived. Dec 24, 2024: Store Manager ******* *** confirmed installation was included in agreement and escalated the issue. Dec 27, 2024: ******* informed me installation decisions were handled by the production team she cannot help This issue has caused significant inconvenience, and I request immediate installation at no additional cost. I appreciate your assistance and am happy to provide further information. Sincerely, ***** ***

  Business Response

  Date: 03/28/2025

  Paradise Grills has completed the installation for the customer free of charge. At this time we consider this as resolved. Thank you. 

  Customer Answer

  Date: 04/01/2025

  
  Dear BBB,

  I would like to express my gratitude for your prompt assistance in addressing the issues with my outdoor kitchen installation with Paradise Grills. The installation was completed on March 27, 2025. However, there remain two outstanding issues that require attention, which I already communicated to Manager ***** via phone and text message on March 27, and to Manager ****** on March 28. As of today, April 1, 2025, I have yet to receive a response.

  
  The issues are as follows:
  1. A 2-inch gap between the refrigerator and the countertop, resulting in excessive movement of the refrigerator, making it unstable when attempting to open the door. (see photo)
  2. Four missing metal parts between the power burner and the griddle. (see photo)

  
  I kindly request Paradise Grills assist on resolving the 2 issues.
  

  Thank you for your time and help!
  

  Sincerely,
  ***** ***

  Customer Answer

  Date: 04/01/2025

  
  Dear BBB,

  I would like to express my gratitude for your prompt assistance in addressing the issues with my outdoor kitchen installation with Paradise Grills. The installation was completed on March 27, 2025. However, there remain two outstanding issues that require attention, which I already communicated to Manager ***** via phone and text message on March 27, and to Manager ****** on March 28. As of today, April 1, 2025, I have yet to receive a response.

  
  The issues are as follows:
  1. A 2-inch gap between the refrigerator and the countertop, resulting in excessive movement of the refrigerator, making it unstable when attempting to open the door. (see photo)
  2. Four missing metal parts between the power burner and the griddle. (see photo)

  
  I kindly request Paradise Grills assist on resolving the 2 issues.
  

  Thank you for your time and help!
  

  Sincerely,
  ***** ***

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23086589
  
  I am rejecting this response because:

   

  Dear BBB,

  I would like to express my gratitude for your prompt assistance in addressing the issues with my outdoor kitchen installation with Paradise Grills. The installation was completed on March 27, 2025. However, there remain two outstanding issues that require attention, which I already communicated to Manager ***** via phone and text message on March 27, and to Manager ****** on March 28. As of today, April 1, 2025, I have yet to receive a response.

  
  The issues are as follows:
  1. A 2-inch gap between the refrigerator and the countertop, resulting in excessive movement of the refrigerator, making it unstable when attempting to open the door. (see photo)
  2. Four missing metal parts between the power burner and the griddle. (see photo)

  
  I kindly request Paradise Grills assist on resolving the 2 issues.
  

  Thank you for your time and help!
  

  Sincerely,
  ***** ***

  Business Response

  Date: 04/02/2025

  Per the agreement signed by the *** family the gap around the fridge is notated as it is necessary for ventilation. We have set the customers up for a Service Call on April 7, 2025 to install the missing trim around the grill and burner appliances, as well to level the bar fridge. This should resolve all open issues with the *** *************

  Customer Answer

  Date: 04/14/2025

  Dear BBB,
  
  I wanted to sincerely thank you for your assistance in resolving the issue with my outdoor kitchen installation through Paradise Grills. Im happy to share that the installation has now been completed, and you may go ahead and close this case.
  
  
  After five months of waiting, we're finally able to enjoy our outdoor kitchen, and I truly appreciate your support in helping make that happen.
  
  
  Best Regards,
  ***** ***
  

   

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a grill from Paradise Grills on January 8th and had it delivered (drop off in boxes) for a free installation on a later date. When I called Monday March 10, 2025 @ 3:15 pm and Spoke with Desire/****** and asked about time frames /notice for installation I was provided a 5 day window/notice requirement . As I was unclear if 5 days would suffice I decided to reach back on Thursday via email and again Friday March ******* to schedule my free installation. To my surprise Paradise grills initially did not want to honor our agreement saying that it was an error by the sales person;however as you can see in the context below, it was written on my contract. After a few hours of waiting for a response I decided to call back. Was provided a date of April 3 (which is 19 days instead of the 5 originally stated). As I saw no other option I took the date and sign the new agreement while the issue is resolved. The new contract however specifies that the installers cannot enter the residence to perform the installation. Which has remained where they left it since delivery date. Thus leaves me in an uncomfortable position as now I need to hire contractors to move all the furniture outside prior to April 3 in order for the installation to take place. This has an estimated cost of $200.00 I would like the company to remove the nonesense new clause and allow the installers to enter the residence under a home resident or home relative supervision to relocate the furniture , grill, tops, appliances, and all other products purchased from Paradise grills on the ** from where they placed it on delivery (house entrance /receiving room) to the back yard to perform the installation. I would also appreciate the work taking place under the original estimate window

  Customer Answer

  Date: 03/19/2025

  Paradise Grills has agreed to ****** the contract to allow the services to be completed as requested in the complaint. 
  thus can be closed

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  bought a tiki bar and they installed at our newly built home. has never been used and entire $32k bar collapsed and is destroyed. They refuse to warranty despite saying could withstand heavy snow and winds. There is a bumper to bumper warranty but they instructed us to turn into home owners. That is not acceptable. We have never touched it and they installed.

  Business Response

  Date: 03/26/2025

  Paradise Grills does apologize for the situation at hand, however on the original purchase agreement it is outlined that Acts of God or other weather related damages are not covered under the warranty. We are willing to work with the ********'s to provide a quote or any repairs needed. Thank you. 

• Initial Complaint

  Date:12/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a grill system from the merchant back in August of 2024... When we purchased, we were told by the employee that we could cancel anytime within the first 2 weeks once we had an opportunity to go home and measure the space as we were concerned it would not fit. Despite this, we refused to sign the all sales final portion of their contract (despite the sales *** telling us not to worry about that part and we had his word that they would let us cance). I even wrote in this section that I did not agree to it. We went home back to ** and measured it and it didn't fit so we sent *** a text as well as calling the business and asking for him. Another person answered the phone and we told him that we were looking to speak to *** to cancel and order and he asked for our name and said he would leave him a message and that we were all set and it would be refunded. It never was and we tried to dispute this through ****************. This business then committed fraud and gave **************** documents with our signature showing that we signed which did not have the part where we didn't agree to all sales final. They also took our signature and placed it into the section that we refused to sign and wrote do not agree clearly. This merchant has committed fraud and we want a full refund. We are still currently disputing this with ****************.. WE WILL NOT STOP UNTIL WE ARE REFUNDED EVEN IF WE NEED TO FILE CRIMINAL CHARGES FOR FRAUD!

  Business Response

  Date: 01/08/2025

  I hope this message finds you well. I am writing to provide clarification regarding the terms of the agreement with the ***** family and to address any concerns. As outlined in our sales contract, all sales are final, and this policy is acknowledged and signed by the customer at the time of purchase. Additionally, our agreement clearly states that no Paradise Grills employee has the authority to modify or alter any terms of the contract, whether verbally or in writing. We take this policy seriously to ensure transparency and consistency in our dealings. We understand that the ***** family may have concerns regarding the suitability of their unit for their space. We want to assure them that we are committed to working with them to address these issues. We will continue to collaborate with them to get their unit scheduled for installation or, if necessary, to explore alternative solutions that better fit their needs and their area. We appreciate their patience and cooperation, and we remain dedicated to ensuring they are satisfied with their purchase.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22705179
  
  I am rejecting this response because:

  We never signed the form that said that all sales were final. Despite the inept salesperson that you had working for you that gave us false information and bamboozled us into the sale, We not only didn't sign the part of the agreement that said all sales final but I actually wrote it in that we didn't agree...  In addition, your employee is a representative and has the apparent authority to give us that option, and he told us that we had til the following week to let him know if we wanted it just in case it didn't fit.. I have his name and a text from him as well.. Im sure your cameras also clearly recorded the information.. In addition, I can get sworn affidavits from 3 other people willing to testify to as much. Either way, you committed fraud when you not only wrote our name into the signature page but also erased the writing when we said we did not agree to all sales final and the number that it went with on the boxes. We have already opened files with the FL attorney generals office and also plan on moving forward with criminal charges with the District Attys office if we do not get refunded... I have a law degree and will see this through to the end. You did not provide us with the product yet so I would strongly advise you to smarten up and refund this charge or we will move forward accordingly.  In addition, we have also asked that the owner or a senior supervisor contact us and none have despite at least 10 phone calls where we have told representatives as much. 

  Sincerely,
  
  *** *****

  Business Response

  Date: 02/14/2025

  As outlined in our sales contract, all sales are final, and this policy is acknowledged and signed by the customer at the time of purchase. Additionally, our agreement clearly states that no Paradise Grills employee has the authority to modify or alter any terms of the contract, whether verbally or in writing. We take this policy seriously to ensure transparency and consistency in our dealings. We will continue to collaborate with them to get their unit scheduled for installation or, if necessary, to explore alternative solutions that better fit their needs and their area. We appreciate their patience and cooperation, and we remain dedicated to ensuring they are satisfied with their purchase.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22705179
  
  I am rejecting this response because this company is completely full of ****.. 

  they forward to my name in the signature line where it said all sales final. I legitimately wrote in do not agree to all sales final. That in combination of the representative telling me that I could call them and let them know I was canceling within the next week, clearly represents the fact that I did not agree to their terms. I have a lot of degree and I am very familiar with consumer protection laws. I worked for the ************************ and I can assure you that this is not legal. I have already contacted the authorities and they will be looking into fraud and criminal charges against this company. I urge you to warn consumers. In addition, I have contacted this company and they have not even tried to do anything. Ive asked to speak with the manager on eight separate occasions, and not one time as a manager call me back.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 02/20/2025

  Paradise Grills apologizes for any misunderstanding. As outlined in our sales contract, all sales are final, and this policy is acknowledged and signed by the customer at the time of purchase. Additionally, our agreement clearly states that no Paradise Grills employee has the authority to modify or alter any terms of the contract, whether verbally or in writing. We take this policy seriously to ensure transparency and consistency in our dealings. We will continue to collaborate with them to get their unit scheduled for installation or, if necessary, to explore alternative solutions that better fit their needs and their area. We appreciate their patience and cooperation, and we remain dedicated to ensuring they are satisfied with their purchase.

  Customer Answer

  Date: 02/24/2025

  
  Complaint: 22705179
  
  I am rejecting this response because: 
  You are stating the exact same thing that you stated in your last email and it is not only legally inaccurate but it is also false! Your employees have the apparent authority to tell your prospective buyers that they can offer certain things including being able to make sure something fits before it will become final.. On top of that, we not only didn't sign something saying that we agreed to all sales being final, We also wrote in that space that we didn't agree to all sales final... By you removing our digital notes and then replacing it with out signature is illegal and constitutes fraud... If you do not immediately refund all money then, we will continue our current cases with the BBB and the attorney generals office and also move forward with our case with the Collier County district attorney.... Your actions are not just inappropriate and immoral, they are also criminal...  Your employee told us we could cancel if we got back to them by a certain time (which we did)... When we realized that the outdoor kithen didn't fit, we immediately called and cancelled... We also didn't agree to your all sales final terms... That combination by itself should make any good company realize that they are in the wrong and appease the consumer by cancelling the transaction... I have a law degree and will exhaust any and all measures required by the law, including having the help of the BBB and attorney generals office to make sure that we aren't taken advantage of.. Your business dealings are deceptive and unfair and constitute a complete ignorance of consumer protection laws... Please do the correct thing and refund this money or we will not go away and continue to make sure justice is served.  
  
  I Remain Sincerely,
  
  *** *****
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 03/04/2025

  Paradise Grills apologizes for any misunderstanding. As outlined in our sales contract, all sales are final, and this policy is acknowledged and signed by the customer at the time of purchase. Additionally, our agreement clearly states that no Paradise Grills employee has the authority to modify or alter any terms of the contract, whether verbally or in writing. We take this policy seriously to ensure transparency and consistency in our dealings. We will continue to collaborate with them to get their unit scheduled for installation or, if necessary, to explore alternative solutions that better fit their needs and their area. We appreciate their patience and cooperation, and we remain dedicated to ensuring they are satisfied with their purchase.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22705179
  
  I am rejecting this response because: 

  You are stating the exact same thing that you stated in your last email and it is not only legally inaccurate but it is also false! Your employees have the apparent authority to tell your prospective buyers that they can offer certain things including being able to make sure something fits before it will become final.. On top of that, we not only didn't sign something saying that we agreed to all sales being final, We also wrote in that space that we didn't agree to all sales final... By you removing our digital notes and then replacing it with out signature is illegal and constitutes fraud... If you do not immediately refund all money then, we will continue our current cases with the BBB and the attorney generals office and also move forward with our case with the Collier County district attorney.... Your actions are not just inappropriate and immoral, they are also criminal...  Your employee told us we could cancel if we got back to them by a certain time (which we did)... When we realized that the outdoor kithen didn't fit, we immediately called and cancelled... We also didn't agree to your all sales final terms... That combination by itself should make any good company realize that they are in the wrong and appease the consumer by cancelling the transaction... I have a law degree and will exhaust any and all measures required by the law, including having the help of the BBB and attorney generals office to make sure that we aren't taken advantage of.. Your business dealings are deceptive and unfair and constitute a complete ignorance of consumer protection laws... Please do the correct thing and refund this money or we will not go away and continue to make sure justice is served.

  
  Sincerely,
  
  *** *****

  Customer Answer

  Date: 03/05/2025

  We have yet to receive a contract.. We signed an iPad at the store and were told we would be emailed something but they never sent... Yet another lie on their part., So we cannot give you something we didn't get.. They have it and should be able to provide it to you!

  Business Response

  Date: 03/11/2025

  Paradise Grills apologizes for any misunderstanding. As outlined in our sales contract, all sales are final, and this policy is acknowledged and signed by the customer at the time of purchase. Additionally, our agreement clearly states that no Paradise Grills employee has the authority to modify or alter any terms of the contract, whether verbally or in writing. We take this policy seriously to ensure transparency and consistency in our dealings. We will continue to collaborate with them to get their unit scheduled for installation or, if necessary, to explore alternative solutions that better fit their needs and their area. We appreciate their patience and cooperation, and we remain dedicated to ensuring they are satisfied with their purchase.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22705179
  
  I am rejecting this response because:

  This company is just simply inept as proven by them continuing to You are state the exact same thing that they stated in their last email and it is not only legally inaccurate but it is also false! Your employees have the apparent authority to tell your prospective buyers that they can offer certain things including being able to make sure something fits before it will become final.. On top of that, we not only didn't sign something saying that we agreed to all sales being final, We also wrote in that space that we didn't agree to all sales final... By you removing our digital notes and then replacing it with out signature is illegal and constitutes fraud... If you do not immediately refund all money then, we will continue our current cases with the BBB and the attorney generals office and also move forward with our case with the Collier County district attorney.... Your actions are not just inappropriate and immoral, they are also criminal...  Your employee told us we could cancel if we got back to them by a certain time (which we did)... When we realized that the outdoor kithen didn't fit, we immediately called and cancelled... We also didn't agree to your all sales final terms... That combination by itself should make any good company realize that they are in the wrong and appease the consumer by cancelling the transaction... I have a law degree and will exhaust any and all measures required by the law, including having the help of the BBB and attorney generals office to make sure that we aren't taken advantage of.. Your business dealings are deceptive and unfair and constitute a complete ignorance of consumer protection laws... Please do the correct thing and refund this money or we will not go away and continue to make sure justice is served.

  Sincerely,
  
  *** *****

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/7 purchased a high end outdoor kitchen containing a grill, outdoor fridge (small), two drawers and a trash receptacle all contained within the companies pre-fab cabinetry. Salesperson, **** *****, on multiple occasions before we purchased, advised that the "only thing you need is a natural gas flex connector with a regulator" to set it up. In actuality, when I took delivery the cabinet had no cutout in the cabinet to connect either the natural gas line to my stub out at my home, nor for the electric that also needed to be connected external to the cabinet. In addition the delivery driver bent the supports on the cabinet and refused to acknowledge or document they were bent, which were clearly not designed for a cabinet he himself acknowledged was 1000+ lbs.; and I had no method with the supports provided to move the unit once assembled. Basically the delivery driver said I had to figure it out myself as they didn't do the connections, which I knew, but I was never made aware that a hole had to be cut in the unit and that the unit would be immovable once assembled. Customer Support only offered to replace the feet but reiterated what the deliver person stated, which was figure it out myself, and as of today I still have not had it "fully" installed, the supports buckled, and all I want is a way to move the unit (wheels) not flimsy supports that don't allow you to move the unit for any reason due to the weight of the cabinet. Upon taking delivery, and learning of all the actual obstacles to fully installing the grill, I attempted to take advantage of the 72 hr. right to rescind the sale but it fell on Thanksgiving and per their Customer Support they would not honor because my call to them was well outside the 72hrs., which wouldn't have mattered anyway because the number we had to call to rescind the sale was a recording they were closed, due to the holiday.

  Business Response

  Date: 01/08/2025

  We are writing to provide a summary of our service visit to the ******** family on December 23, 2024. During this visit, our technicians were tasked with swapping out the trash drawer, leveling the unit, and replacing any necessary leveling legs. Upon arrival, our team observed that the unit had been placed on wheels by the customer, as indicated in the attached photos. Please note that the units we supply are designed with adjustable leveling legs, and any modifications made to this setup, such as the addition of wheels, can void the warranty. As outlined in the agreement signed by the ******** family on November 17, 2024, we would like to remind them that we do not provide installation services for gas, electric, or plumbing connections, nor do we make modifications or cutouts to the unit. We apologize for any confusion or miscommunication and are confident that this issue has been resolved following our service visit.

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22700049
  
  I am rejecting this response because:
  The modifications made to the cabinet had to be made for safety reasons as the support feet under the unit were bent during installation, and collapsed, making the unit unstable and dangerous due to the weight of it.  I was promised replacement supports which have never been delivered, and in general the entire communication from the business and salesperson that all that was needed was a gas connection was false representation of what was required to actually do an installation of the equipment purchased.  

  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/16/2025

  Upon our arrival, we noted that the leveling legs on the unit had been replaced with aftermarket components. Unfortunately, due to these modifications, our standard leveling legs no longer fit or function correctly. As we have offered to replace the damaged leg under warranty, we regret that we are unable to proceed with that exchange as the unit no longer adheres to its original specifications. Additionally, we would like to remind that our crew is not licensed to perform any gas connections. This was outlined in the terms of the final sales agreement. As always, we recommend that our customers hire a licensed gas technician to handle any gas line connections to ensure safety and compliance with local regulations. At this time, we consider this case closed.

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22700049
  
  I am rejecting this response because:

  We have not removed the legs. The right two legs of the unit were bent by the installer and collapsed breaking off of the unit.  The left front leg also bent. We were told that the legs would be replaced and they set a appt to replace the legs and never showed up to do so. Because the legs completely collapsed and to mitigate further damage, we had to hire someone to come lift the thousand pound unit to place on temporary casters so the unit could be moved for the plumber to finish the installation. Since Paradise Grills has failed to live up to their promise of replacing the support leg which failed, we will have to come up with an alternative for support. It is unrealistic for paradise grills to assume that we would not secure a failed product that could harm someone if it completely collapses. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We've had a multitude of issues with this purchase dating back to the original purchase date, starting with the drawers not lining up and water filling the drawers each time it rains and this issue was NEVER resolved, to then the front 3" ledge of the bar unit was never sealed or coated and was never remedied to the point where it now is separating and flaking off in 1' pieces. We have continued to call for years to have our issues be heard and they've turned over so many people and when new ones employees take over the process starts all over again. Bottom line is we're being told they will not send anyone to address our concern, and that we need to seal it, which is not a problem in the event it was sealed in the first place. I don't now what to seal it with and now after a month of going back and forth with ****** ****** and **** ****** who can only be reached by an 800#, we still do not have the product to remedy it ourselves. We were told it would be in on Dec 2nd. They absolutely refuse to send anyone to remedy this as again, I'm not an expert, why not just do what should have been done to begin with. This problem has gone on so long that I'm now concerned the sealing will be pointless as it's flaking off and will continue to do so since so much time has passed. I have requested someone's name and number that can assist me but I'm told repeatedly that they do not give out that information, which has now led me to contact the BBB for some sort of remedy. I've purchased 2 sets from Paradise grills to the tune of nearly $30k and have never been treated so poorly by being ignored repeatedly via emails, and brushed off and dismissed like our money doesn't matter by this company.

  Business Response

  Date: 12/24/2024

  Thank you for reaching out. When the ***** family initially purchased their Paradise Grills unit with Avellaero stone, they signed off on a warranty that covers the Edge Band for one year. As a natural stone material, we highly recommend sealing the stone to ensure long-term protection. We are happy to inform you that once our top repair kits are back in stock, we will send one to you free of charge via *****, as part of our commitment to supporting our customers. Please let us know if you have any other questions or if theres anything else we can assist with in the meantime.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22673140
  
  I am rejecting this response because: the issue is maintaining something that was never initially coated in the first place.  All but the front ledge was coated from Paradise Grills.  Paradise Grills completely missed this section which was indicated at the time of purchase.  It was never remedied now it's become a bigger problem and it's the undercoating is flaking off as it was not coated to allow me to maintain.  By definition of maintain: cause or enable (a condition or state of affairs) to continue. You cannot continue something that did not exist in the first place.  Sending me a kit to do something well after it should have been done has now led to additional damage and should be repaired by YOUR technician and I should not be inconvenienced at all. 
     
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/30/2025

  The edge band is natural stone. Each top will be different, and we cannot guarantee the feel for each tops edge band. All natural stone must be sealed  as soon as possible to preserve its integrity. As originally signed off on "The topside and edge band Avellaero Stone surface is warranted for a period of one year against workmanship defects." This unit was delivered on June 17, 2021. As a company out of good faith and customer service we are still going to send out a Top Repair Kit to the customer free of charge as they have been received into stock. We recommend they seal the edge band after the repair is made. Thank you again for choosing Paradise Grills. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22673140
  
  I am rejecting this response because: you sent me a thimble sized amount to cover the entire edge.  I would need about 10 or 12 of these kits to properly do what should have been done in the first place by Paradise Grills.  Please send a technician with an ample supply to coat the entire edge.  That's all I am asking for.  Send him out with enough product please! This is absurd the amount that was sent. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/17/2025

  We truly regret that the ***** family is dissatisfied with their experience. However, we would like to clarify that the edge band in question was shipped and delivered without manufacturing defects in accordance with our agreement, as outlined in the attached signed warranty document. As you can see, this product carries a one-year warranty, and it was delivered in June 2021. To show our commitment to resolving the issue, we still offered a complimentary repair kit which was received. Should the customer require further assistance, we would be happy to provide a quote for labor at a rate of $250. Please note that while we will make every effort to assist, there is no guarantee that the issue will be fully resolved through this service. Alternatively, we are also willing to offer a discounted rate for a replacement top. While we are committed to customer satisfaction, we must also adhere to the terms specified in the legally binding warranty agreement. We appreciate your understanding and are here to help in any way we can within these parameters.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22673140
  
  I am rejecting this response because: the warranty isn't in question.  The product was delivered incomplete, and the front edge was never properly sealed leaving the rock (travertine) exposed to the elements. This was ****** up to the technician who came out when they repaired the drawers, and we were told Paradise Grills would take care of it.   The product that was sent (see attached) is enough to cover a square inch.  Would need about ***** thimble sized units just as the one you sent if not more.  So, the product sent will not accomplish what should have been done in the factory or prior to delivery.  Our solution is to send a technician with the correct amount of product to coat the edge that should have been done upon delivery or after as the technician indicated would be done.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/04/2025

  Please find attached the Warranty Terms agreement signed by Ms. ***** and Ms. ***** on April 30, 2021. As per the agreement, the edge band of the Avellaero Stone surface was covered under warranty for a period of one year against workmanship defects. Since their unit was delivered on June 1, 2021, the warranty expired on June 1, 2022. As a gesture of goodwill and in the interest of customer service, we offered to provide our repair kit free of charge and also extended an option to purchase a new top at a discounted rate. This offer for a discounted replacement remains available. At this time, we believe the matter has been appropriately addressed and consider the issue resolved. Please let us know if any further assistance is needed.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22673140
  
  I am rejecting this response because: the amount of product is not sufficient to complete the repair needed.   Please send a technician with enough product to do what should have been done before the unit was delivered. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/11/2025

  Paradise Grills has offered out of goodwill and in the interest of customer service, to provide our repair kit free of charge which was received and also extended an option to purchase a new top at a discounted rate. At this time, we believe the matter has been appropriately addressed and consider the issue resolved. 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22673140
  
  I am rejecting this response because: because there was not enough product to satisfy the resolution, replacing the top is not a solution unless the vendor agrees to pay for it and install it.  This is a simple fix for them to come out and provide enough product to cover the entire area that was not covered since day of install.  It would take your service tech less than 45 minutes and with enough product it would cost this company no more than $250 for time and materials.  The solution is simple. Send the tech w/the product to fix it.  This is the ONLY solution that will satisfy me, the client. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our original delivery date was 8/22/24 for a 10ft model with Grill, Side Burner, Sink and Frig.The original counter cracked on back left corner of grill. Unit was only month old, this was a defect that needed to be replaced. The unit had encountered no trauma that would cause a *********** a replacement countertop was delivered and has a noticeable defect, I have attached picture, the installer was notified and contacted the paradise grill office and sent pictures. I was notified that this is not a defect and only a variation in the stone. I was not afforded an opportunity to speak to a supervisor. As can be seen by the picture this defect runs across the grain and if it was a variation in the stone it wouldnt run that way. I am requesting the counter top be replaced.****** *******

  Business Response

  Date: 12/17/2024

  Thank you for providing the photos of your Paradise Grills countertop. We have carefully reviewed them and, after a thorough inspection, we can confirm that there are no manufacturing or workmanship defects present. Please note that our countertops are crafted from Avellaero stone, which is known for its unique patterning, including distinctive marbling and veining. As each piece is naturally different, the variation in pattern you see is part of the stone's inherent beauty and design. We appreciate your understanding and are happy to assist with any further questions you may have.

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a grill/bar setup from Paradise Grills at the *********** store. Company installed it in June 2024. It is now October 2024 and the grill, refrigerator, side burner, foot rail, doors on drawers, and all of the rest of the stainless parts are all rusting. This was sold as top of the line comparable to Subzero appliances with no discussion about the stainless rusting after 4 months. I went back to the store and the sales person told me he had nothing to do with the quality of the product as he didn't make it. He took my name and phone information for the store manager to call me back. I have heard nothing from the store. This is a company that does not stand behind the products they sell at a very high price. It is basically a scam sell job that people need to know.

  Business Response

  Date: 11/20/2024

  As explained to Mrs. ******** ***** the #*** stainless steel used in the construction of your grill is rust and corrosion resistant, not rust and corrosion proof. Oxygen from the atmosphere combines with the chromium in the stainless steel to form a protective chromium oxide film. The corrosion resistance will be reduced by any contamination of the surface by corrosive agents, such as dirt, fertilizers, chlorine, pesticides, masonry dust, high salt content air and other corrosive substances. Regular cleaning preserves the stainless steels appearance and integrity and minimizes the amount of effort required to maintain the stainless steel. At this time we have offered a complimentary service to polish the stainless steel appliances, we are awaiting to see if the customers would like to accept!

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my concern regarding a recall notice I received for my grill manufactured by Paradise Grills. The notice indicates that there is a potential risk of explosion due to the absence of a vent, and that a fix is required.I have reached out to the local Paradise Grills dealership in *********, *****, to schedule the necessary repair. Despite multiple attempts to contact them over the past three weeks, I have not received a response or a *********** has come to my attention that there is an ongoing class action lawsuit against Paradise Grills involving older models that require a vent, including the first-generation grill model that I ************ a loyal customer, I am concerned about the safety of my grill and would like to have the vent installed as soon as possible. I kindly request that someone from Paradise Grills contact me to arrange for the repair and provide further information regarding the recall.The grill was purchased in either 2019 or 2020 and is registered under the name of ******* ***** at the address provided in this complaint.I appreciate your prompt attention to this matter and look forward to a resolution that allows me to safely use my grill again.Thank you for your cooperation.Sincerely,**** ********

  Business Response

  Date: 09/19/2024

  The ******** Family received 5 emails total regarding the Safety Notice Vent installation between the dates of November 2022 and August 2024. Paradise Grills can see that 4 of those emails were unread and the 5th was opened on August 27, 2024. At this time we have also left a voicemail at the phone number provided and emailed over the Claim Form needed to obtain the retrofit vent for our First Generation Models. We are eager to hear from the ********** and look forward to getting them serviced.