Kokomo Grills

I have had nothing but issues with this product from not having it hooked up correctly to broken parts that were promised to be replaced to the stucco coming off... I could go on and on but why bother. customer service will not respond to your emails nor answe their phone...

To make a long story short, don't buy from kokomo grills. First thing they don't tell you is that you have to pay in full before you ever see your grill. They don't return phone calls (their website says "world class customer service," what a joke.) they lied about numerous things, when it was going to be ready and what we ordered was not what we got. Again, please stay away from kokomo grills, I had to learn the hard way.

We had purchases a BBQ island and a fireplace table in December of 2014 at the [redacted]. Our product was delivered about 3 weeks later. The delivery guys were good but after they had left I noticed a small chip in the fireplace table. I contacted Backyard Accents. They told me that they would send someone out to look at it but I would have to pay for the service call. I had owned this for literally two days before we noticed this. I 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 out. I have worked in retail for over 30 years and have never heard something so ridiculous. I would definitely not recommend Backyard Accents. I wish I had read the reviews before I went and spent $6500.00 with this business. Tough lesson learned.

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!

We have attached a copy of the Customer's executed contract both front and back, referencing Section 9 "Warranty" on the back of the contract.  Additionally, we have included the Structural Engineers Specifications displaying manufacturer's wind load capacity and design.  Our company does...

not have ROC number, as we do not build the islands or canopies on-site at customer location; we have professionally trained Delivery Technicians who place each island in the customer's backyard.  The company Alumi-Cover  supplies us with the canopies which we secure to the island itself.  Mrs. [redacted] made us aware of her concern with her canopy after a particularly powerful storm which swept over her area in the last weekend of July.  Our suggestion to the customer was that they contact their homeowner's insurance, as this was an act of God and nothing over which we had any control.  Our company delivers 65 to 80 of these islands each month, and, to date, we have not had a complaint such as this one.

1. 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 etc. We have requested these specs 3 times since August 2, and have not received them yet.
2. The 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?
3. 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 section. The attached pictures clearly show that. Further the &professionally trained crew& failed to install either wind brackets or side plates on the trusses. Finally, as per manufacturer's specs, the posts need to be attached to the slab either by brackets or by footings. Our posts are not.
4. Alumi-Cover Awning Co. sells their building products to licensed contractors with ROC numbers only, as confirmed by them. Backyard Accents do not have ROC number, which makes their business practices even more suspicious.

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.

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.

To whom it may concern this issue has been resolved with the company and  the customer.

Good morning to whom it may concern, 

 First let me apologize for any inconvenience that this issue has caused. Normally 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 consumer. So if the consumer would call the office I will get it put on the schedule to be repaired. Thank you.

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.

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.

We are pulling our most expert tile man off our production line to go to the [redacted] residence on August 2, 2016 to make all requested repairs at no charge to Mr and Mrs [redacted].  Once completed, we will attach a copy of the work order on which the customer will sign off reflecting his...

satisfaction.  Any questions regarding this email or complaint, please contact Darlene at [email protected] or at ###-###-####.  Thank you. Customer Service Department Phone  ###-###-####Fax      ###-###-####KOKOMO GRILLS SHOW ROOMMon-Fri: 8:00am- 4:30pm[redacted]Phoenix, Az 85034WEBSITE- www.kokomogrills.com[redacted]

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,

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!!

Great grill, very friendly employees and professional delivery.

To address the customer's first concern:  Backyard Accents is more than happy to repair the canopy for Mr and Mrs [redacted] 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 [redacted]'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 [redacted]'s canopy is not freestanding; it is attached to the island with reinforced beams.  Our company has built and delivered 65 to 70 such units each month for over 10 years and, to date, have had no concerns such as the [redacted]'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 case.
Fourth 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 [redacted]'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 10 years.

September 2013 I went to the [redacted] to order a custom fireplace, where I found this Company who had all the right answers to my questions. I placed the the order and was promised delivery in 6 weeks. I 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 design. After 2 week and several calls on my part, I contacted them and threatened to cancel the order, before they would return my calls. After some time I got pictures of the project in construction. After a few more calls I was able to order the tile, and sent them a spacific drawing of how I wanted the tile installed. I recieved an E-mail that they wanted to deliver on 8 Nov. 2013. 8 weeks from the order date. I requested pictures of the completed project, and recieved them 3 days before delivery. The tile I had purchased was installed wrong.
I contacted them, and they said it would be corrected.
When it was delivered, it was dark outside, and I inspected it with a flashlight. I noted that the tile was not as per my design. They installed it in my backyard and made minor repairs. I contacted the Company the following week about the missing design parts. They offereed me $100.00 to accept it as is of they would send someone out to repair it. I chose to have it repaired. I 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 returned. NEVER HAPPENED.
Now I went into the back yard and found that one of the tiles had fallen off, and after checking, found 4 more tiles were loose.
Contacted the company and was told I could have them come out to repair it for a service fee. or they would send me the materials and I could repair it myself. Then they said I would have to pay for the shipping of the materials.
I asked if they stand behind their work. They said they did, but I still had to pay.
This company does not know what quality workmanship is, or what Customer service is. I will see them aT THE [redacted] this year and let all their prospective customers what to expect.

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.

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.