ComplaintsforParadise Grills

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my concern regarding a recall notice I received for my grill manufactured by Paradise Grills. The notice indicates that there is a potential risk of explosion due to the absence of a vent, and that a fix is required.I have reached out to the local Paradise Grills dealership in *********, *****, to schedule the necessary repair. Despite multiple attempts to contact them over the past three weeks, I have not received a response or a *********** has come to my attention that there is an ongoing class action lawsuit against Paradise Grills involving older models that require a vent, including the first-generation grill model that I ************ a loyal customer, I am concerned about the safety of my grill and would like to have the vent installed as soon as possible. I kindly request that someone from Paradise Grills contact me to arrange for the repair and provide further information regarding the recall.The grill was purchased in either 2019 or 2020 and is registered under the name of ******* ***** at the address provided in this complaint.I appreciate your prompt attention to this matter and look forward to a resolution that allows me to safely use my grill again.Thank you for your cooperation.Sincerely,**** ********

  Business response

  09/19/2024

  The ******** Family received 5 emails total regarding the Safety Notice Vent installation between the dates of November 2022 and August 2024. Paradise Grills can see that 4 of those emails were unread and the 5th was opened on August 27, 2024. At this time we have also left a voicemail at the phone number provided and emailed over the Claim Form needed to obtain the retrofit vent for our First Generation Models. We are eager to hear from the ********** and look forward to getting them serviced. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Transaction date: 9/2/24 Was "sold" a Paradise Grills outdoor Tahiti kitchen from a Labor Day Sale on 9/2/24. We were excited about the kitchen, but things took a turn when I asked to cancel on 9/3/24, one day later. I had a change in financial stability which led me to cancellation. While reviewing the contract with ****** the day before, he quickly skipped through the pages on the iPad and when I inquired about the 72 hour cancellation window that he passed up, he stated, "we don't talk about that". I know about the 72 hour cancellation window they have available, they just do not want to honor it. Once I texted ****** to cancel on 9/3/24, he told me to call customer service. I spoke with a *** and they said I need to cancel in person with ****** and his manager. So then I call ****, ******** manager and he informed me that ****** sold us a "discounted final sale" item that he cannot cancel. I would NEVER purchase a final sale item that costs' $25,000!! This is preposterous. The whole sale was misrepresented, and I was given bad information. As this mess unravels, I realize I have been taken advantage of. I noticed that they state on one of the pages that, "any verbal conversations had with your salesman is voided once contract is signed". HOW IS THAT MORAL?? Paradise Grills presented these scratch and dent models as a "Labor Day Sale". While we were speaking with ******, he pushed us to leave a review on BBB and ******. He coached us through it, which is also spreading false information to future buyers. We were one of the buyers impacted by these coached reviews!We put down a deposit of $14,149.85 on 9/2 and were told we can pay the rest when we take delivery. At this point, NO GOODS have been received. We do not intend on taking any delivery from them as my financial situation has changed. We would like our $14,149.85 plus $186.37 membership fee they pushed back and *** to honor the 72 hour cancelation we spoke to ****** about.

  Business response

  09/17/2024

  The Younger Family came into our Paradise Grills location and purchased a unit on September 2, 2024. In our Sales Agreement that was signed at the time of purchase they signed the Terms and Conditions of Final Sale stating that All Sales are Final. It also goes on to say that THIS SALE IS FINAL AND NON-CANCELLABLE BY CUSTOMER FOR ANY REASON. The Younger family agreed to these terms.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased this Tahiti outdoor grill area almost 2 years ago. The thing is falling apart, I contacted the company and there fix is to mail me a container of stucco so i can fix it myself. I spent over $34,000.00 on this item and i was told it has a life time warranty the entire back it cracked through and the stucco is coming off the front. They should not charge this amount so something that does not last. And the reviews on there site are all 5 stars.

  Business response

  08/26/2024

  Paradise Grills warranty does cover parts but not the labor or trip fees per our contract. *************** signed off that she agreed and understood that at the time of sale. We have offered to ship out the Stucco Repair Kit free of charge via ***** or offered a service call at a discounted labor fee of $150. We are willing to honor these options for the ***** family when they are ready. Thank you for choosing Paradise Grills. 

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an outdoor kitchen from Paradise grills in the early summer 2024. The summer is not over and every appliance has massive rust all over the appliance. When contacting their service, they pointed out that rust is not covered in their warranty as they are only rust resistant not rust and corrosion proof. If an appliance is rust resistant there is no way it would have large amounts of rust just weeks after receicing the appliance.

  Business response

  08/26/2024

  The #*** stainless steel used in the construction of our grill is rust and corrosion resistant, not rust and corrosion proof. Oxygen from the atmosphere combines with the chromium in the stainless steel to form a protective chromium oxide film. The corrosion resistance will be reduced by any contamination of the surface by corrosive agents, such as dirt, fertilizers, chlorine, pesticides, masonry dust, high salt content air and other corrosive substances. Regular cleaning preserves the stainless steels appearance and integrity and minimizes the amount of effort required to maintain the stainless steel. Any surface rust can be polished out, but will require effort and a proper cleaner and or sealer which we recommend on the customers ********* Sale Sheet. We do apologize as this was signed off and notated at the time of sale. Thank you for choosing Paradise Grills! 

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new grill station, have had many issues from the first time trying to use it and now unable to use it. The owner will not return a phone call or offer any solutions to help remedy it. They did send a tech with one screwdriver to adjust the flames but it still is not working properly. The only response I get is that they have pictures that it works. I have pictures that it does not. All I am looking for is a grill that works and is not a safety hazard.

  Customer response

  08/15/2024

  Please find pictures after one time use. The drip pan was perfectly clean. Every one had to go inside because they were choking and eyes tearing from the smoke. They came out to look at it and said the flame height was not installed properly and they adjusted it. I tried a second time and the same thing is happening.  They said it's working. It is not and extremely dangerous to use. All I want is them to fix it or replace it if they can't. I also offered to purchase new racks but was told they are on backorder. The owner refuses to speak. 

  Customer response

  08/15/2024

  Please find pictures after one time use. The drip pan was perfectly clean. Every one had to go inside because they were choking and eyes tearing from the smoke. They came out to look at it and said the flame height was not installed properly and they adjusted it. I tried a second time and the same thing is happening.  They said it's working. It is not and extremely dangerous to use. All I want is them to fix it or replace it if they can't. I also offered to purchase new racks but was told they are on backorder. The owner refuses to speak. 

  Business response

  08/26/2024

  The ******* family was delivered their grill unit on February 8, 2024 and signed off that everything was received in good condition. On July 9 the ********* reached out regarding the smoke build up they were encountering and our service team was out to troubleshoot on July 11. After a deep cleaning the grill was operating as it should with burners getting to temperature at a reasonable time. We then heard from the ********* again regarding the same issue and sent our Service Technician back out on July 25 to again troubleshoot and it resulted in the grill operating properly. At this time we have advised the ********* that the grill and interior components will need to be cleaned between each use. At this time we find this issue to be resolved. 

  Customer response

  08/31/2024

   
  Complaint: 22147203
  
  I am rejecting this response because:

  The response is inaccurate. This was after one use of the grill. We also are very aware of how to clean a grill.

  They sent a person out twice that was not able to diagnose or fix the issue. The owner refuses to talk to his customers and make it right, i believe its because they are aware they have issues. We even offered to buy another product from them if they would work with us on a solution. 

  The tech adjusted the flames. Apparently,  it was set up incorrectly but it didn't help the issue anyway. The grease doesn't not make it to the drip pan. We showed the tech the pan was perfectly clean. It doesn't make sense.

  I ordered and paid for new bricketts, over $400.00 and they did not fix it either. 

  I would like the owner to stop hiding, support his products and present a solution to make this right.

  
  Sincerely,
  
  *** *******

  Business response

  09/17/2024

  The ******* Family were delivered their ************ on February 8, 2024. At that time they signed off that all items were delivered in good and working condition. On July 9 the ********* sent in an email with photos, two are attached, stating that their unit was not functioning properly. Even though the warranty does not cover lack of maintenance Paradise Grills still issued a free service call on July 11 to troubleshoot their grill and ensure it is working properly. As you can see from the first service call after photo the burners were working in proper condition and most build up was cleaned off. After leaving they contacted us again and we issued a second no charge service call July 25 which shows in the photo that the burners and grill were operating properly. At this time we do feel the issues are resolved and this case is closed. Thank you. 

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased this kitchen a little less than a year ago. The issues we are having have been addressed 2 months ago. We had a representative come out and they confirmed there was an issue, but it was normal wear and tear. This it totally not acceptable after spending this much money. They need to stand behind their product better than this.

  Business response

  08/26/2024

  At this time Paradise Grills is working with the ********** family to schedule a Service Call to repair the concerns on their edge band of the counter. We do appreciate their business and find this resolution to be best for both parties. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After buying a 40K his "preferred contractor" came back to my house and all sudden said that instead of 7k it will be 25k cause he didn't consider other facts etc.. all these after buying a 40k kitchen. I decided to get other estimates and we went with a different contractor that was half the price, then my wife started receiving text messages and phone calls saying that the kitchen needs to be deliver otherwise they will start charging storage fees.When I called their customer service line I told ******* that go ahead and schedule the delivery but they need to come back for installation cause my outdoor project was halfway done due to the fact that their "preferred contractor double his price".She said no worries we will come back to install ,as soon as we are ready to let her know.******* got deliver to the backside of my house , everything was left inside the boxes including the counter top, countertop was delivered inside a wood box for protection, so I was unable to inspect. The installation was completed August 2nd , as soon as the installation was completed the installer showed me a bunch of cracks on the countertop, I called Paradise Grills talked to ******* she transfer me over to another department and the lady said that they are not responsible for any damage, that I was supposed to inspect the counter top , I told her that the counter top was inside a wood box, that I was not going to brake into the box plus that counter top is extremely heavy.As as today Paradise Grills wants to charge 8K for a new countertop plus installation fees.They also delivered a used fridge with stains and all the the door sides are peeling.Went by the store yesterday and no one can help out they said that ***** will contact me and he never did. I remember when the sells *** told me that anything that gets damage prior to installation will be replace at no cost.The only thing I'm asking is for a new counter top and a fridge

  Business response

  08/26/2024

  Paradise Grills does ask that all customers choose a contractor of their choice to handle the installation of the plumbing and electricity of our Outdoor Kitchens as we do not offer that inside our installation service. We recommend the consumer reaches out to a license professional to make any arrangements for any landscaping or installation needs prior to the delivery. The Mai's outdoor kitchen was delivered to their garage per request on June 17, 2024 as their final placement was not completed yet. Installation was done at a later date on August 2, ******************************* regarding some concerns shortly after. Paradise Grills set up a Service Call which was completed on Wednesday August 21, 2024 to swap out the damaged Maui 12' Counter and swap the Bar Fridge, the customer signed off that all service items were completed as you can see attached. We do find at this time the issues to be resolved. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 24th, ******************* at Paradise Grill in the ****************** office, called us and told us that the sale for the grill and bar we wanted was going to expire at midnight and that if we wanted the sale we had to sign their document that day and put a deposit down $9,971.50. I asked if that was the July 4th sale and **** said that was the sale and we would lost it if we did not sign. On July 1st, I called the show room to talk to ****. **** was not there and a different agent who answered the phone told me about the July 4th sale. The sale for the exact same thing we wanted was over $3,300 less. When I asked **** about it, he denied the sale. I then called three different stores and they verified the sale. When I called **** back to tell him three other stores and one of the agents at his store all know about the sale and asked him why he does not know about it. **** then said there was a sale but he would not honor the sale. He said I had to contact the customer support number and tell them to get it changed. I called and they said they would look into it. On July 2nd I called back the customer support number and they said they emailed the store manager (***************************) and the manager denied it so they could not do anything. The customer support said they couldnt help us until that store honors the sale price and places an addendum to the contract. I then called **** again and asked him to do the addendum and **** said he would not.The original contract had errors and on July 1st **** said he would fix the contract and send it back over for signature. The new contract was to say that there was not going to be a sink and included in the sale was the four barstools. This was the same day we found out the exact unit was $3,300 less with the 4th of July sale. **** never sent the new contract because it was the same day that the $3,300 sale began. The ******************* had us sign the contract for was $18,300. Sale price was $14,995.

  Business response

  07/12/2024

  After reviewing this complaint the King family purchased their ************ and Island Bar combo on June 23, ******************************************************************************** their promotional rate they had to place down a 50% deposit. The promotion was extended any extra day but then ended on June 24, 2024 as to how they were able to finalize the sale. As any other company we do run different promotional sales and pricing during different time periods. This purchase did not qualify for the promotion running on July 1, 2024 when called. Thank you for choosing Paradise Grills. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint stems from a purchase (50% deposit) made on June 28, 2024 for order # *** at the ****************** showroom. At the time of the purchase we (my wife and I) were told by the manager of the ****** Beach store, *******************, that modifications (amendments as he worded it) could be made to the configuration of the products purchased as we were not completely sure we would have the space necessary for the grill station and island bar we were purchasing. The reason for this is that our home is still under construction. We have a closing date set for July 25th. After closing, we will have a pool, spa, deck, pergola and screen installed that per the initial drawings will leave approximately a 10'x16' space for this grill and island bar. The following day, 6/29, we returned to the store to express some concerns we had to **** about multiple negative reviews we read pertaining to the quality of their products, their warranty departments unwillingness to honor warranties and their corporate offices overall unprofessional approach with regards to these issues and unwillingness to communicate and resolve these issues with their customers. **** gave us assurances that the company had made improvements to the quality of their products and that along with proper maintenance would remedy the issues they had in the past. The following day, 6/30, we returned to the store to make an amendment to the order, removing the island bar, as it was just too large and would only leave about a foot of space to enter the spa. **** said that it would not be a problem and that he would make an amendment to the order on Monday, 7/1, and that I would just have to return to the store to sign the amendment. When I contacted him on 7/1, he told me that corporate would not allow this amendment. At that point I told him that I would contact my bank to dispute the charges on my card from 6/28, which I have already done. I have not taken delivery of any products from this company and just want my $.

  Business response

  07/12/2024

  After reviewing this experience we are willing to work with the ********* family and come to a resolution. The salesman will be reaching out to today. Thank you for choosing Paradise Grills. 

  Customer response

  07/12/2024

  We are also willing to work with Paradise Grills to resolve this matter. All we wanted to do was amend the order to remove the island bar and proceed with just the grill. We will wait for the salesman, who I assume will be *******************, to contact us with the hopes that we can get this resolved. As I mentioned in my initial complaint, **** told us when we made the purchase that amendments were allowed so it is my sincere hope that they will do the right thing by allowing to make this change.

  Customer response

  07/15/2024

   
  Complaint: 21930510
  
  I am rejecting this response because:
  We are also willing to work with Paradise Grills to resolve this matter. All we wanted to do was amend the order to remove the island bar and proceed with just the grill. We will wait for the salesman, who I assume will be *******************, to contact us with the hopes that we can get this resolved. As I mentioned in my initial complaint, **** told us when we made the purchase that amendments were allowed so it is my sincere hope that they will do the right thing by allowing to make this change.

  Sincerely,
  
  *******************************

  Business response

  07/17/2024

  The ********* Family had their contract amended on July 14, 2024. At this time we find the matter to be resolved. Thank you for choosing Paradise Grills. 

  Customer response

  07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Paradise Grill Total amount: $11,549.19 (purchase date 3/25/24)Purchased GX8C-GSL ************** Pro Both items were scheduled for delivery on 4/19/24, but only 1 item was delivered. I received a call from *********************- Service Manager and was informed that the missing item (Kamado Pro) could be scheduled for delivery the week of May 13th (all deliveries come from *******). I agreed. I called the week prior to confirm and was told that the route was not planned out yet, but most likely Friday, May 17th. I called a few days prior to May 17th and **** never scheduled the delivery. I was then referred to ************************* and she informed me that one was in stock and she could have it delivered Sunday, May 19th. The delivery guys showed up with a Kamado Pro grill wrapped in plastic wrap with the store display sign and scratches and water stains on it. I inquired where the grill came from and was told that it was the floor display model. I never purchased a display model, which I sent back. I guess this was ******** way of quickly trying to resolve the problem. I sent an email to corporate and received an immediate response from ********************* Service Manager, who is going to attempt a few more times to assist. She scheduled delivery for Friday, May 24th, then calls Thursday, May 23rd to reschedule for Sunday, May 26th due to problems with delivery crew. Then sends an email on Sunday, stating problems with delivery crew and that they can delivery it Monday morning, May 27th. Still NO delivery. Plus, you have to wait all day because they refuse to provide a delivery time window. How can a company fumble the football this many times? Customers are being held hostage. They have your money with a final sales agreement, but they cannot delivery the product. Is this a bait and switch tactic? Is this legal? **************** is very incompetent. I'm requesting delivery of item and compensation for poor service. This has been a nightmare.

  Business response

  05/30/2024

  We apologize for the delivery delays and the inconveniences. We have successfully delivered the Kamado grill to the ******** family, please see the attached delivery receipt. 

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