Kokomo Grills

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.

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I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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!!

They are not telling the whole story. Terrible customer service!!!!! Their employee said the product is not safe to put in a propane tank in their product and I as the customer would have to do that if I want propane. I have it on recording from their employee! This was misrepresented from the front. The sales people will say whatever they need to make a sale. They changed what was needed on the product to make it run when I demanded my money back. They now have people saying it is safe and they don't know what THEIR EMPLOYEE is talking about. I can't even get a customer satisfaction call or anything. I keep hearing about a contract that was signed which is misrepresented by their company. They can't even make a courtesy call to address the problem. No way I am dealing with this company! They have lied from the beginning and are trying to hide behind a contract. This is a terrible company to deal with and I see why they have so many complaints and negative reviews.

Well satisfied with the grills. Bought my first grill in AZ liked so well purchased two more and had them shipped to SD. The sear burner is great to seal the flavor in on steaks.

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.

This customer did purchase a couple of rotisseries from us, unfortunately he had issues with both of them.  We don't normally have problems like this, where a customer goes through two of them.  We were still in the process of working with the customer for a refund, I was just awaiting...

approval.

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

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.

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.