Summerset Outdoor Living

Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ We have attempted to reached the customer to update her on her cushion update and she had not return our callShe was given temporary cushions at the time of purchase to use with her patio set until her cushions with the special order fabric was completedThe customer has been able to enjoy her set since time of purchase Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) After four weeks of trying to reach someone, they attempted to call me three times in one business dayI was unfortunately tied up conducting my business and unable to answer any of the three calls within three hours yesterday (Thursday)I attempted to return their calls at 1:p.m., 1:p.mand 4:p.mtoday, FridayI was unable to reach a person or a mailbox and simply ended up in a circular phone system Bright red cushions are not what we wantedI have been able to use the furniture but not enjoy itYou did not provide temporary cushions for the four chairs associated with the dining room table so having dinner on the set results in patterns imprinted on our back sidesRegardless, this company took our order, committed to a delivery timeframe, ignored follow up phone calls and has not delivered the products In addition to the Revdex.com, I will be reaching out to other consumer advocates for assistance Final Business Response / [redacted] (4000, 11, 2015/06/23) */ The cushions will be sent at the end of this week Final Consumer Response / [redacted] (3000, 17, 2015/07/06) */ According to the response the business provided on June 23, the cushions were to be sent the end of that weekIn my mind, that would be June at the latestIt is now July and they still have not been receivedI was also told on the phone that they would be shipped June This is absolutely worst company I have every done business withMy next step is to return the furniture and request a full refund

Initial Business Response /* (1000, 15, 2015/12/18) */
Hello ***,
Thank you for your e-mail!
I spoke with ***I am getting this issue resolve
Please let me know if you have any questions
Thank you,
***

Initial Business Response /* (1000, 5, 2015/06/05) */
We have attempted to reached the customer to update her on her cushion update and she had not return our call. She was given temporary cushions at the time of purchase to use with her patio set until her cushions with the special order fabric...

was completed. The customer has been able to enjoy her set since time of purchase.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After four weeks of trying to reach someone, they attempted to call me three times in one business day. I was unfortunately tied up conducting my business and unable to answer any of the three calls within three hours yesterday (Thursday). I attempted to return their calls at 1:19 p.m., 1:53 p.m. and 4:18 p.m. today, Friday. I was unable to reach a person or a mailbox and simply ended up in a circular phone system.
Bright red cushions are not what we wanted. I have been able to use the furniture but not enjoy it. You did not provide temporary cushions for the four chairs associated with the dining room table so having dinner on the set results in patterns imprinted on our back sides. Regardless, this company took our order, committed to a delivery timeframe, ignored follow up phone calls and has not delivered the products.
In addition to the Revdex.com, I will be reaching out to other consumer advocates for assistance.
Final Business Response /* (4000, 11, 2015/06/23) */
The cushions will be sent at the end of this week.
Final Consumer Response /* (3000, 17, 2015/07/06) */
According to the response the business provided on June 23, the cushions were to be sent the end of that week. In my mind, that would be June 26 at the latest. It is now July 6 and they still have not been received. I was also told on the phone that they would be shipped June 16. This is absolutely worst company I have every done business with. My next step is to return the furniture and request a full refund.

Initial Business Response /* (1000, 5, 2015/08/28) */
The grill was out of warranty. It only had a 1 year warranty. I explained to her that she needed to contact the manufacturer and they sent all of the parts and a free grill cover. I told her I would pay for the labor costs after she provided a...

copy of the invoice which she did yesterday.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, [redacted] of Summerset Outdoor Living, (hereafter referred to as S.O.L.), as of 8/27/XX X:XXpm texted that he would "handle it" referring to the repair expenses. When the repair is actually completed I will accept the response from the business. Until then it stands.
Albeit the least important aspect of my complaint, it is important to note that the free grill cover that the manufacturer, not S.O.L., sent to me, was to have been included with the grill at purchase from S.O.L. It was not. I had been in text communication with [redacted] (S.O.L.) since purchase and he consistently promised it was coming. It never did. When I casually mentioned this to the manufacturer Summerset Professional Grills, they apologized profusely for [redacted] and sent me a complimentary grill cover. That was incredibly nice of them especially as it was not their responsibility. Nonetheless, it was a welcome gesture of goodwill and excellent customer service. S.O.L. allowed another company to assume his responsibility and is now trying to make it seem as if I am ungrateful. For shame.
Next, The 1 year warranty applies to valves, grates, burner covers, basin and drip tray. There is a 2 year warranty on construction and workmanship and a lifetime warranty on the burners. As no technician has yet seen my BBQ, it remains to be seen wherein lies the problem. That not withstanding when I contacted the manufacturer, they were immediately alarmed and concerned for my safety. They told me they would supply the parts and instructed me not to use the BBQ until the unit had been serviced. In contrast, [redacted] of S.O.L.'s initial response on 8/3/15 to my being burned from a product purchased from him that was used precisely as intended, was to inform me that they were no longer in business. I pursued and texted that the lack of a grill cover paled in comparison to a BBQ that burns the chef when used as intended. My grill is clean and regularly well maintained and looks nearly new. He asked for photos. I complied. [redacted] said he would check with a repair guy. He asked for my address to send a repair tech. I provided it. This was all on 8/3/15.
By August 14th, 2015 when I hadn't heard anything back from [redacted], I contacted a local BBQ Repair business who provided me with a verbal estimate. I relayed that information to [redacted] and [redacted] also spoke directly with them (The Grill Doctor). He told me to contact him when the parts arrived. They arrived 8/27/15. I texted him to let him know. He texted me back, "Our business is CLOSED you got a great deal. Glad they were able to help you. Have a nice day." At this point it was evident that S.O.L. had no intent whatsoever to stand behind the product he sold. As with the grill cover, his promises were empty. I reminded him of his verbal agreement. I also stated that I would escalate the matter by filing a complaint and or reviews of my experiences. This is a potentially dangerous situation with the BBQ and I can only hope that no one else gets burned using one. S.O.L's response was instantly angry and defensive. "...the grill was a miss use because it wasn't clean regularly that is not my fault. Now that you filed a complaint let it take it's course unfortunately now that you filed there's nothing else I can do."
I wish I had means to show you photos of my BBQ. There is no misuse and it was regularly cleaned. Further, it was not as if S.O.L. was about to honor his commitment but for my filing this complaint. I have been in constant communication with this man; this company since the purchase of my BBQ. He has had ample opportunity to do the right thing. When I reminded him of this, his reply was, "You have no idea who I am and what I do I provide a lot to this community but I won't stand by and let people disrespect me so you get a quote which I already had from the grill guy and I'll decide what I want to do."
I have been nothing but patient and respectful to [redacted] of S.O.L. I have limited my communication with him to matters pertaining ONLY to the situation with the BBQ he sold me. I have every text and detailed notes from my interactions with him. The latest text being that he would "handle it". When in fact he does and I have again a working and safe BBQ, this grievance with him and his now defunct company S.O.L. will be closed. Until then, I do not accept his response.
Thank you very much for allowing me to share this lengthy (and yet abbreviated version of this) history.
Final Consumer Response /* (2000, 12, 2015/09/16) */
9/15/15, the repair was finally completed and I will agree to close my case.
I would like to note here that the BBQ Repair Tech, (Nick from The Grill Doctor), jokingly offered me a job; my BBQ was so clean and in such good condition. He said that the sort of situation I encountered is usually caused by a poorly maintained grill, but can sometimes "just happen" as did to mine. This despite [redacted] of Summerset Outdoor Living's text to me that I had misused my grill and hadn't regularly cleaned it an excuse to not stand behind his product. My situation is resolved and hopefully I have no further problems with this BBQ. I would counsel others to not purchase their BBQ/spa/etc from a home show but from a reputable, established dealer. This was ridiculous. I thank the manufacturer for sending me the parts. I'm glad this is over.