We have really been enjoying our grill. We used the same night it was installed.
However we do have a few issues. We 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 delivery. We wanted the cover (canopy) to protect the bar from rain. The installers did not position the cover so there is a gap between the eve on our house and the cover. When it rained this week the bar was quite wet. The 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 taking. If 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.
Just attended a Las Vegas home show to see if we could find a grill that would fit our limited size backyard. We were lucky, Kokomo grills had the perfect size grill that met our requirements. Alan was very helpful in the set up crew were polite and did a great job. thanks Kokoman grill
Kokomo Grills had the best customer service I've experienced in quite some time. Not only is our outdoor kitchen awesome and very functional, they communicated great throughout the process and delivered as promised.
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 garbage. They messed up and forgot to put my stone on then just slapped it on and it looks terrible. If this is the great quality they talk about I don't know how they are in business. After calling and calling and NO ONE returning my calls. I think they forgot that I was the customer. The 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 on. What great customer service. After 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 work. So unless you want something poorly made and slapped together and the WORST customer service imaginable. Do not use this company!!
Just got my Mini Aspen 4 burner Kokomo barbecue island this past weekend. Looks great, and the delivery person, David and his crew were professional and set it up.
There was one chip at the bottom size of a quarter and he had the stucco material to patch it! Matched it perfect and can't tell it was chipped.
One disappointment was that throughout the ordering process, I told them I wanted the charcoal set up. The saleslady Dee Dee at the California State Fair even wrote it down on the order page, 'charcoal set up'. Subsequent phone calls to the customer service and delivery personnel, also informed them I wanted the unit to be set up for charcoal, cause I don't like gas grills. I only bought the set up cause I liked the island design and the sales lady assured me the unit could be converted to charcoal only after taking out the inserts.
What happened? They did not include the charcoal tray set up! Couldn't blame David the delivery person. He told me to call the office first thing Monday morning so I did and they apologized for the error and promise to send one charcoal tray out today.
Other than this one hiccup, the unit looks great! I haven't used it yet since I'm still waiting for the charcoal tray which I hope to get this week.
Mr. [redacted] purchased a St. Croix Barbecue Island from Backyard Accents on March 6, 2016. On this date, he signed a contract, a copy of which is attached, which states that "all sales are final and deposit monies are nonrefundable." Mr. [redacted]l, on that same date, paid $5000 which was...
[redacted]f down, to begin production of his custom island. Mr. [redacted]l called our office on March 18, 2016, demanding a refund. His request was denied due to the nonrefundable policy on the contract which Mr. [redacted]l executed on March 6, 2016. Further, Mr. [redacted]l's custom island had already been placed in production which further prevented him from cancelling the order. The company policy was reiterated to Mr. [redacted]l on numerous occasions and various concerns which Mr. [redacted]l brought to our attention were all addressed and resolved. At this time, Mr. [redacted]l agreed to proceed with the production of his custom island. The company had no further contact with him until mid-April, when our Accounting Department called to let him know his island was completed and that we needed to collect the balance of the final payment due prior to delivering his island. Mr. [redacted]l refused to make this final payment prior to delivery despite the fact the fact that this is our company policy. To reiterate further, his custom island is complete and awaits delivery to him once he pays his balance in full.
I just had my KoKoMo grill island installed and delivered to my backyard after having seen them at the Las Vegas home show. Alan was extremely helpful with suggestions on how to accommodate our backyard. It arrived and fit perfectly. Thank you for a beautiful grill and workstation. We love it!!
To Whom it may concern:[redacted] ordered their grill/island on Feb. 13, 2015. On the special notes portion of the contract it was noted that the customer did not want delivery before June 1. Nothing was ever mentioned about the husband's birthday being on the 2nd. Our...
delivery scheduler scheduled delivery for June 10, 2015. 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 $75 per hour for a minimum of two hours. Mr. and 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.
This company was great at building my barbecue to my specifications and delivering on time. However, 14 months later the tiles began falling off. I called them and they said that they would have someone come out to repair it. After additional phone calls, they said that they would come out to repair it for a service fee of $150. 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 work. I 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 dry. Therefore, due to the lack of adhesion, the tiles were falling off, having NOTHING to do with the elements. The contractor also told me that I could have it repaired easily for much less than $100 and that the company was not practicing due diligence for their workmanship.
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 mail. Which we had sent out that same day. Parts and materials are covered per our warranty but labor is not covered.
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 thing. THE 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 help. We love the island and get many compliments on it. The grill works fantastic and when we are ready for an upgrade, we know where to go.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We are asking Backyard Accents to complete the installation of the fan unit that was improperly installed. The crew stated that all work was completed properly. Obviously it was not as the fan was not installed properly to prevent water from leaking into it through the bolt holes that the installer failed to seal for a complete and properly installation. If they did it correctly up front there would be NO issue as it would not leak.
Secondly in less than 2 months the grout has deteriorated and should be repaired. Backyard accents say they do not coverage the labor for warranty. Poor policy on their part.
HOWEVER, Backyard Accents should complete the installation properly.
Regards,
[redacted]
We have really been enjoying our grill. We used the same night it was installed.
However we do have a few issues. We 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 delivery. We wanted the cover (canopy) to protect the bar from rain. The installers did not position the cover so there is a gap between the eve on our house and the cover. When it rained this week the bar was quite wet. The 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 taking. If 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.
Just attended a Las Vegas home show to see if we could find a grill that would fit our limited size backyard. We were lucky, Kokomo grills had the perfect size grill that met our requirements. Alan was very helpful in the set up crew were polite and did a great job. thanks Kokoman grill
Kokomo Grills had the best customer service I've experienced in quite some time. Not only is our outdoor kitchen awesome and very functional, they communicated great throughout the process and delivered as promised.
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 garbage. They messed up and forgot to put my stone on then just slapped it on and it looks terrible. If this is the great quality they talk about I don't know how they are in business. After calling and calling and NO ONE returning my calls. I think they forgot that I was the customer. The 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 on. What great customer service. After 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 work. So unless you want something poorly made and slapped together and the WORST customer service imaginable. Do not use this company!!
Just got my Mini Aspen 4 burner Kokomo barbecue island this past weekend. Looks great, and the delivery person, David and his crew were professional and set it up.
There was one chip at the bottom size of a quarter and he had the stucco material to patch it! Matched it perfect and can't tell it was chipped.
One disappointment was that throughout the ordering process, I told them I wanted the charcoal set up. The saleslady Dee Dee at the California State Fair even wrote it down on the order page, 'charcoal set up'. Subsequent phone calls to the customer service and delivery personnel, also informed them I wanted the unit to be set up for charcoal, cause I don't like gas grills. I only bought the set up cause I liked the island design and the sales lady assured me the unit could be converted to charcoal only after taking out the inserts.
What happened? They did not include the charcoal tray set up! Couldn't blame David the delivery person. He told me to call the office first thing Monday morning so I did and they apologized for the error and promise to send one charcoal tray out today.
Other than this one hiccup, the unit looks great! I haven't used it yet since I'm still waiting for the charcoal tray which I hope to get this week.
Mr. [redacted] purchased a St. Croix Barbecue Island from Backyard Accents on March 6, 2016. On this date, he signed a contract, a copy of which is attached, which states that "all sales are final and deposit monies are nonrefundable." Mr. [redacted]l, on that same date, paid $5000 which was...
[redacted]f down, to begin production of his custom island. Mr. [redacted]l called our office on March 18, 2016, demanding a refund. His request was denied due to the nonrefundable policy on the contract which Mr. [redacted]l executed on March 6, 2016. Further, Mr. [redacted]l's custom island had already been placed in production which further prevented him from cancelling the order. The company policy was reiterated to Mr. [redacted]l on numerous occasions and various concerns which Mr. [redacted]l brought to our attention were all addressed and resolved. At this time, Mr. [redacted]l agreed to proceed with the production of his custom island. The company had no further contact with him until mid-April, when our Accounting Department called to let him know his island was completed and that we needed to collect the balance of the final payment due prior to delivering his island. Mr. [redacted]l refused to make this final payment prior to delivery despite the fact the fact that this is our company policy. To reiterate further, his custom island is complete and awaits delivery to him once he pays his balance in full.
I just had my KoKoMo grill island installed and delivered to my backyard after having seen them at the Las Vegas home show. Alan was extremely helpful with suggestions on how to accommodate our backyard. It arrived and fit perfectly. Thank you for a beautiful grill and workstation. We love it!!
To Whom it may concern:[redacted] ordered their grill/island on Feb. 13, 2015. On the special notes portion of the contract it was noted that the customer did not want delivery before June 1. Nothing was ever mentioned about the husband's birthday being on the 2nd. Our...
delivery scheduler scheduled delivery for June 10, 2015. 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 $75 per hour for a minimum of two hours. Mr. and 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.
This company was great at building my barbecue to my specifications and delivering on time. However, 14 months later the tiles began falling off. I called them and they said that they would have someone come out to repair it. After additional phone calls, they said that they would come out to repair it for a service fee of $150. 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 work. I 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 dry. Therefore, due to the lack of adhesion, the tiles were falling off, having NOTHING to do with the elements. The contractor also told me that I could have it repaired easily for much less than $100 and that the company was not practicing due diligence for their workmanship.
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 mail. Which we had sent out that same day. Parts and materials are covered per our warranty but labor is not covered.
To whom it may concern this issue has been resolved with the company and the customer.
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 thing. THE 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 help. We love the island and get many compliments on it. The grill works fantastic and when we are ready for an upgrade, we know where to go.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We are asking Backyard Accents to complete the installation of the fan unit that was improperly installed. The crew stated that all work was completed properly. Obviously it was not as the fan was not installed properly to prevent water from leaking into it through the bolt holes that the installer failed to seal for a complete and properly installation. If they did it correctly up front there would be NO issue as it would not leak.
Secondly in less than 2 months the grout has deteriorated and should be repaired. Backyard accents say they do not coverage the labor for warranty. Poor policy on their part.
HOWEVER, Backyard Accents should complete the installation properly.
Regards,
[redacted]