Promised the product (Jamician Fire Table) in weeks Took months Never could speak with a customer representative whenever we called to get a status update on our order Very poor customer service Also, the product received worked fine but we were shorted significantly on the glass firestones Had to purchase another $of stones to complete the firetable
To Whom it may concern: [redacted] ordered their grill/island on Feb13, On the special notes portion of the contract it was noted that the customer did not want delivery before June Nothing was ever mentioned about the husband's birthday being on the 2nd Our delivery scheduler scheduled delivery for June 10, He also phoned the customer and left them a voice mail regarding the delivery date On June 2nd the customer phoned the office inquiring about the delivery of their island They were informed that delivery was scheduled for the 10th They were not happy Once they explained the situation, we offered to deliver their island on the 5th of June They agreed The customer then called about some grill issues a few weeks later We explained to the customer that per company policy, the customer needs to bring in the defective part and we will exchange it for them as long as the part is still under warranty The other option is for us to go out to the customer's home for a service call We charge $per hour for a minimum of two hours Mrand Mrs [redacted] did not agree with the service fee We went to the house on Friday July 24th and completed the repairs at no cost to the customer The customer used the grill over the weekend and apparently the same issue occurred with the grill We are currently working with the customer to get everything working correctly and plan on having the issue resolved this week
Just attended a Las Vegas home show to see if we could find a grill that would fit our limited size backyardWe were lucky, Kokomo grills had the perfect size grill that met our requirementsAlan was very helpful in the set up crew were polite and did a great jobthanks Kokoman grill
To whom it may concern, [redacted] was given the option of having us come out for the repair work for the service fee that we, Backyard Accents, charges, or we could send the materials needed and he could take care of it without our help [redacted] chose to have the materials sent to him by mailWhich we had sent out that same dayParts and materials are covered per our warranty but labor is not covered
DO NOT USE!! This has to be the WORST company I have ever used!! I spent a lot of money on a grill and what I got was garbageThey messed up and forgot to put my stone on then just slapped it on and it looks terribleIf this is the great quality they talk about I don't know how they are in businessAfter calling and calling and NO ONE returning my callsI think they forgot that I was the customerThe manager Jimmy told me that he was to busy to get back to me and that I should thank him because he got the stone onWhat great customer serviceAfter having to pay for a door that the sales person said I was getting, they installed it and it's totally crooked! Again, terrible quality!! Stay far away from this company!! I have never seen such poor customer service and quality of workSo unless you want something poorly made and slapped together and the WORST customer service imaginableDo not use this company!!
This company was great at building my barbecue to my specifications and delivering on timeHowever, months later the tiles began falling offI called them and they said that they would have someone come out to repair itAfter additional phone calls, they said that they would come out to repair it for a service fee of $I asked why they didn't guarantee their work and they replied that due to the elements they couldn't make any guarantees for their workI contacted a building contractor who assessed the damage who told me that they had not applied the tiles correctly before the tile set had begun to dryTherefore, due to the lack of adhesion, the tiles were falling off, having NOTHING to do with the elementsThe contractor also told me that I could have it repaired easily for much less than $and that the company was not practicing due diligence for their workmanship
In reference to the above-captioned complaint, please be advised that the President of Backyard Accents/KoKoMo Grills actually visited Mr and Mrs [redacted] at their residence to assess their concerns Below please find the email from the President to the customer in reference to their concerns after he visited with Mr [redacted] at the residence:We have also attached a copy of the Bennett's fully executed contract and acceptance of delivery; kindly note Section #TILE/NATURAL STONE DISCLAIMER & WARRANTY INFO on the back of the [redacted] contract Again, Mrs [redacted] executed this contract Additionally, she accepted delivery of her island on July 13,
We purchased our grill Island from [redacted] Home and Garden and We have had a few minor problems like any man made product, but I will say one thingTHE BEST CUSTOMER SERVICE EVER!!!!!!!!Jason, who works in the back shop helped with all of my concerns, explained some simple fixes, and went over the top to helpWe love the island and get many compliments on itThe grill works fantastic and when we are ready for an upgrade, we know where to go
We have really been enjoying our grillWe used the same night it was installed However we do have a few issuesWe would recommend that in the future you send someone to the customer’s house to look at the set up and the ability to do the deliveryWe wanted the cover (canopy) to protect the bar from rainThe installers did not position the cover so there is a gap between the eve on our house and the coverWhen it rained this week the bar was quite wetThe cover had also been sent with the gutters on the wrong side so a trip back to the shop was needed During most of the install there was continuous complaining about how long it was takingIf our installation requirements had been reviewed prior to the installation a lot of these issues would not have been a concern(Including the piece of painted over tape that is visible under the cover because of no foresight as to how it should have been positioned to keep the rain off of the bar.) For the amount of money we paid we certainly did expect a more professional installation without the need for my constant active supervision Great product less than professional installation
As a solution this business suggested going through homeowner's insurance for repair, however no licensed contractor would touch this project without BBQ island engineering specifications, to include posts/trusses load bearing capacity, weight etcWe have requested these specs times since August 2, and have not received them yetThe Backyard Accents - Kokomo Grills sent to us and submitted here, incomplete engineering specs for &attached lattice beam cover&; ours is &freestanding (Newport) solid cover&Ignorance, negligence or something else?
The &professionally trained delivery crew& built the canopy in our back yard, and then failed to attach it properly to the BBQ island; since they did not use fasteners, as specified by the manufacturer, to attach the roof/canopy to the cross beams in 8' long sectionThe attached pictures clearly show thatFurther the &professionally trained crew& failed to install either wind brackets or side plates on the trussesFinally, as per manufacturer's specs, the posts need to be attached to the slab either by brackets or by footingsOur posts are notAlumi-Cover Awning Cosells their building products to licensed contractors with ROC numbers only, as confirmed by themBackyard Accents do not have ROC number, which makes their business practices even more suspicious
To address the customer's first concern: Backyard Accents is more than happy to repair the canopy for Mr and Mrs *** should they submit it to their homeowner's insurance and receive compensation; we do not expect another contractor to complete the repair The Line Drawing attached is what is considered the specifications for Mr and Mrs ***'s island, as each island is custom built to the customer's specifications Please understand that the island is a modular piece of backyard equipment much like custom patio furniture and is, in no way, built on site or a permanent structure
Second and third concern: The ***'s canopy is not freestanding; it is attached to the island with reinforced beams Our company has built and delivered to such units each month for over years and, to date, have had no concerns such as the ***'s The wild weather over the weekend of the occurrence was an "act of "God, something over which we have no control Again, with so many islands going out each month and no similar issues, the weather had to have been extreme The island did not move, the top got blown around Our canopy is similar to a canopy the average customer can purchase at Costco or Home Depot, however we take every measure possible to secure them properly to affix them to each island, as we did in this caseFourth concern: Alumi-Cover has sold us their canopies for over five years; we do not have ROC number, as it is not required; we do not build products at the customer home, we install them.
We regret that Mr and Mrs ***'s canopy was affected by the violent weather and wind It is our sincere desire to deliver a quality product, which we have done for over years
Well satisfied with the grillsBought my first grill in AZ liked so well purchased two more and had them shipped to SDThe sear burner is great to seal the flavor in on steaks
We had purchases a BBQ island and a fireplace table in December of at the *** *** ***Our product was delivered about weeks laterThe delivery guys were good but after they had left I noticed a small chip in the fireplace tableI contacted Backyard AccentsThey told me that they would send someone out to look at it but I would have to pay for the service callI had owned this for literally two days before we noticed thisI told them that I thought they had warranty on their products and they stated they did for the supplies and labor but not for the repair technician to come outI have worked in retail for over years and have never heard something so ridiculousI would definitely not recommend Backyard AccentsI wish I had read the reviews before I went and spent $with this business Tough lesson learned
September I went to the ** *** *** to order a custom fireplace, where I found this Company who had all the right answers to my questionsI placed the the order and was promised delivery in weeksI was told I would be contacted by their designer in a week or so, and would be sent design spacific drawing so decisions could be made as to tile color, and I could purchase the tile I wanted for spacific areas in the designAfter week and several calls on my part, I contacted them and threatened to cancel the order, before they would return my callsAfter some time I got pictures of the project in constructionAfter a few more calls I was able to order the tile, and sent them a spacific drawing of how I wanted the tile installedI recieved an E-mail that they wanted to deliver on Novweeks from the order dateI requested pictures of the completed project, and recieved them days before deliveryThe tile I had purchased was installed wrongI contacted them, and they said it would be correctedWhen it was delivered, it was dark outside, and I inspected it with a flashlightI noted that the tile was not as per my designThey installed it in my backyard and made minor repairsI contacted the Company the following week about the missing design partsThey offereed me $to accept it as is of they would send someone out to repair itI chose to have it repairedI asked to speek to the owner of the company, and was told he was not available, so I asked for him to call me when hae returnedNEVER HAPPENEDNow I went into the back yard and found that one of the tiles had fallen off, and after checking, found more tiles were looseContacted the company and was told I could have them come out to repair it for a service feeor they would send me the materials and I could repair it myselfThen they said I would have to pay for the shipping of the materialsI asked if they stand behind their workThey said they did, but I still had to payThis company does not know what quality workmanship is, or what Customer service isI will see them aT THE ** *** *** this year and let all their prospective customers what to expect
Good morning to whom it may concern,
First let me apologize for any inconvenience that this issue has causedNormally there is a service charge for any work after the delivery is complete, but in this case I will gladly have someone come out and caulk in the fan and repair the missing grout at no charge to the consumerSo if the consumer would call the office I will get it put on the schedule to be repairedThank you
Promised the product (Jamician Fire Table) in 6 weeks. Took 6 months. Never could speak with a customer representative whenever we called to get a status update on our order. Very poor customer service. Also, the product received worked fine but we were shorted significantly on the glass firestones. Had to purchase another $120 of stones to complete the firetable.
In reference to the above-captioned complaint, please be advised that the President of Backyard Accents/KoKoMo Grills actually visited Mr and Mrs [redacted] at their residence to assess their concerns. Below please find the email from the President to the customer in reference to their...
concerns after he visited with Mr [redacted] at the residence:We have also attached a copy of the Bennett's fully executed contract and acceptance of delivery; kindly note Section #15 TILE/NATURAL STONE DISCLAIMER & WARRANTY INFO on the back of the [redacted] contract. Again, Mrs [redacted] executed this contract. Additionally, she accepted delivery of her island on July 13, 2015.
It took over 2 months to get our order. There comunication is terrible. It took over a month for them to call us back and tell us the contract was wromg. Then 2 more weeks for them to tell us the line drawings were wrong. Then when delivered the grill has no drip plate. Can't use thee grill without a drip plate, A grease fire can start. They were suppose to deliver the drip plate the day before Thanksgiving so it can be used. They never showed up. Now I called the delivery man and was told to call office on Monday. This is very bad service. I would not recomend this company to anyone!
Promised the product (Jamician Fire Table) in weeks Took months Never could speak with a customer representative whenever we called to get a status update on our order Very poor customer service Also, the product received worked fine but we were shorted significantly on the glass firestones Had to purchase another $of stones to complete the firetable
To Whom it may concern: [redacted] ordered their grill/island on Feb13, On the special notes portion of the contract it was noted that the customer did not want delivery before June Nothing was ever mentioned about the husband's birthday being on the 2nd Our delivery scheduler scheduled delivery for June 10, He also phoned the customer and left them a voice mail regarding the delivery date On June 2nd the customer phoned the office inquiring about the delivery of their island They were informed that delivery was scheduled for the 10th They were not happy Once they explained the situation, we offered to deliver their island on the 5th of June They agreed The customer then called about some grill issues a few weeks later We explained to the customer that per company policy, the customer needs to bring in the defective part and we will exchange it for them as long as the part is still under warranty The other option is for us to go out to the customer's home for a service call We charge $per hour for a minimum of two hours Mrand Mrs [redacted] did not agree with the service fee We went to the house on Friday July 24th and completed the repairs at no cost to the customer The customer used the grill over the weekend and apparently the same issue occurred with the grill We are currently working with the customer to get everything working correctly and plan on having the issue resolved this week
Just attended a Las Vegas home show to see if we could find a grill that would fit our limited size backyardWe were lucky, Kokomo grills had the perfect size grill that met our requirementsAlan was very helpful in the set up crew were polite and did a great jobthanks Kokoman grill
To whom it may concern, [redacted] was given the option of having us come out for the repair work for the service fee that we, Backyard Accents, charges, or we could send the materials needed and he could take care of it without our help [redacted] chose to have the materials sent to him by mailWhich we had sent out that same dayParts and materials are covered per our warranty but labor is not covered
DO NOT USE!! This has to be the WORST company I have ever used!! I spent a lot of money on a grill and what I got was garbageThey messed up and forgot to put my stone on then just slapped it on and it looks terribleIf this is the great quality they talk about I don't know how they are in businessAfter calling and calling and NO ONE returning my callsI think they forgot that I was the customerThe manager Jimmy told me that he was to busy to get back to me and that I should thank him because he got the stone onWhat great customer serviceAfter having to pay for a door that the sales person said I was getting, they installed it and it's totally crooked! Again, terrible quality!! Stay far away from this company!! I have never seen such poor customer service and quality of workSo unless you want something poorly made and slapped together and the WORST customer service imaginableDo not use this company!!
This company was great at building my barbecue to my specifications and delivering on timeHowever, months later the tiles began falling offI called them and they said that they would have someone come out to repair itAfter additional phone calls, they said that they would come out to repair it for a service fee of $I asked why they didn't guarantee their work and they replied that due to the elements they couldn't make any guarantees for their workI contacted a building contractor who assessed the damage who told me that they had not applied the tiles correctly before the tile set had begun to dryTherefore, due to the lack of adhesion, the tiles were falling off, having NOTHING to do with the elementsThe contractor also told me that I could have it repaired easily for much less than $and that the company was not practicing due diligence for their workmanship
In reference to the above-captioned complaint, please be advised that the President of Backyard Accents/KoKoMo Grills actually visited Mr and Mrs [redacted] at their residence to assess their concerns Below please find the email from the President to the customer in reference to their concerns after he visited with Mr [redacted] at the residence:We have also attached a copy of the Bennett's fully executed contract and acceptance of delivery; kindly note Section #TILE/NATURAL STONE DISCLAIMER & WARRANTY INFO on the back of the [redacted] contract Again, Mrs [redacted] executed this contract Additionally, she accepted delivery of her island on July 13,
We purchased our grill Island from [redacted] Home and Garden and We have had a few minor problems like any man made product, but I will say one thingTHE BEST CUSTOMER SERVICE EVER!!!!!!!!Jason, who works in the back shop helped with all of my concerns, explained some simple fixes, and went over the top to helpWe love the island and get many compliments on itThe grill works fantastic and when we are ready for an upgrade, we know where to go
To whom it may concern this issue has been resolved with the company and the customer.
We have really been enjoying our grillWe used the same night it was installed However we do have a few issuesWe would recommend that in the future you send someone to the customer’s house to look at the set up and the ability to do the deliveryWe wanted the cover (canopy) to protect the bar from rainThe installers did not position the cover so there is a gap between the eve on our house and the coverWhen it rained this week the bar was quite wetThe cover had also been sent with the gutters on the wrong side so a trip back to the shop was needed During most of the install there was continuous complaining about how long it was takingIf our installation requirements had been reviewed prior to the installation a lot of these issues would not have been a concern(Including the piece of painted over tape that is visible under the cover because of no foresight as to how it should have been positioned to keep the rain off of the bar.) For the amount of money we paid we certainly did expect a more professional installation without the need for my constant active supervision Great product less than professional installation
As a solution this business suggested going through homeowner's insurance for repair, however no licensed contractor would touch this project without BBQ island engineering specifications, to include posts/trusses load bearing capacity, weight etcWe have requested these specs times since August 2, and have not received them yetThe Backyard Accents - Kokomo Grills sent to us and submitted here, incomplete engineering specs for &attached lattice beam cover&; ours is &freestanding (Newport) solid cover&Ignorance, negligence or something else?
The &professionally trained delivery crew& built the canopy in our back yard, and then failed to attach it properly to the BBQ island; since they did not use fasteners, as specified by the manufacturer, to attach the roof/canopy to the cross beams in 8' long sectionThe attached pictures clearly show thatFurther the &professionally trained crew& failed to install either wind brackets or side plates on the trussesFinally, as per manufacturer's specs, the posts need to be attached to the slab either by brackets or by footingsOur posts are notAlumi-Cover Awning Cosells their building products to licensed contractors with ROC numbers only, as confirmed by themBackyard Accents do not have ROC number, which makes their business practices even more suspicious
To address the customer's first concern: Backyard Accents is more than happy to repair the canopy for Mr and Mrs *** should they submit it to their homeowner's insurance and receive compensation; we do not expect another contractor to complete the repair The Line Drawing attached is what is considered the specifications for Mr and Mrs ***'s island, as each island is custom built to the customer's specifications Please understand that the island is a modular piece of backyard equipment much like custom patio furniture and is, in no way, built on site or a permanent structure
Second and third concern: The ***'s canopy is not freestanding; it is attached to the island with reinforced beams Our company has built and delivered to such units each month for over years and, to date, have had no concerns such as the ***'s The wild weather over the weekend of the occurrence was an "act of "God, something over which we have no control Again, with so many islands going out each month and no similar issues, the weather had to have been extreme The island did not move, the top got blown around Our canopy is similar to a canopy the average customer can purchase at Costco or Home Depot, however we take every measure possible to secure them properly to affix them to each island, as we did in this caseFourth concern: Alumi-Cover has sold us their canopies for over five years; we do not have ROC number, as it is not required; we do not build products at the customer home, we install them.
We regret that Mr and Mrs ***'s canopy was affected by the violent weather and wind It is our sincere desire to deliver a quality product, which we have done for over years
Well satisfied with the grillsBought my first grill in AZ liked so well purchased two more and had them shipped to SDThe sear burner is great to seal the flavor in on steaks
We had purchases a BBQ island and a fireplace table in December of at the *** *** ***Our product was delivered about weeks laterThe delivery guys were good but after they had left I noticed a small chip in the fireplace tableI contacted Backyard AccentsThey told me that they would send someone out to look at it but I would have to pay for the service callI had owned this for literally two days before we noticed thisI told them that I thought they had warranty on their products and they stated they did for the supplies and labor but not for the repair technician to come outI have worked in retail for over years and have never heard something so ridiculousI would definitely not recommend Backyard AccentsI wish I had read the reviews before I went and spent $with this business Tough lesson learned
September I went to the ** *** *** to order a custom fireplace, where I found this Company who had all the right answers to my questionsI placed the the order and was promised delivery in weeksI was told I would be contacted by their designer in a week or so, and would be sent design spacific drawing so decisions could be made as to tile color, and I could purchase the tile I wanted for spacific areas in the designAfter week and several calls on my part, I contacted them and threatened to cancel the order, before they would return my callsAfter some time I got pictures of the project in constructionAfter a few more calls I was able to order the tile, and sent them a spacific drawing of how I wanted the tile installedI recieved an E-mail that they wanted to deliver on Novweeks from the order dateI requested pictures of the completed project, and recieved them days before deliveryThe tile I had purchased was installed wrongI contacted them, and they said it would be correctedWhen it was delivered, it was dark outside, and I inspected it with a flashlightI noted that the tile was not as per my designThey installed it in my backyard and made minor repairsI contacted the Company the following week about the missing design partsThey offereed me $to accept it as is of they would send someone out to repair itI chose to have it repairedI asked to speek to the owner of the company, and was told he was not available, so I asked for him to call me when hae returnedNEVER HAPPENEDNow I went into the back yard and found that one of the tiles had fallen off, and after checking, found more tiles were looseContacted the company and was told I could have them come out to repair it for a service feeor they would send me the materials and I could repair it myselfThen they said I would have to pay for the shipping of the materialsI asked if they stand behind their workThey said they did, but I still had to payThis company does not know what quality workmanship is, or what Customer service isI will see them aT THE ** *** *** this year and let all their prospective customers what to expect
Good morning to whom it may concern,
First let me apologize for any inconvenience that this issue has causedNormally there is a service charge for any work after the delivery is complete, but in this case I will gladly have someone come out and caulk in the fan and repair the missing grout at no charge to the consumerSo if the consumer would call the office I will get it put on the schedule to be repairedThank you
Great grill, very friendly employees and professional delivery
Promised the product (Jamician Fire Table) in 6 weeks. Took 6 months. Never could speak with a customer representative whenever we called to get a status update on our order. Very poor customer service. Also, the product received worked fine but we were shorted significantly on the glass firestones. Had to purchase another $120 of stones to complete the firetable.
In reference to the above-captioned complaint, please be advised that the President of Backyard Accents/KoKoMo Grills actually visited Mr and Mrs [redacted] at their residence to assess their concerns. Below please find the email from the President to the customer in reference to their...
concerns after he visited with Mr [redacted] at the residence:We have also attached a copy of the Bennett's fully executed contract and acceptance of delivery; kindly note Section #15 TILE/NATURAL STONE DISCLAIMER & WARRANTY INFO on the back of the [redacted] contract. Again, Mrs [redacted] executed this contract. Additionally, she accepted delivery of her island on July 13, 2015.
It took over 2 months to get our order. There comunication is terrible. It took over a month for them to call us back and tell us the contract was wromg. Then 2 more weeks for them to tell us the line drawings were wrong. Then when delivered the grill has no drip plate. Can't use thee grill without a drip plate, A grease fire can start. They were suppose to deliver the drip plate the day before Thanksgiving so it can be used. They never showed up. Now I called the delivery man and was told to call office on Monday. This is very bad service. I would not recomend this company to anyone!