ComplaintsforParadise Grills

• Initial Complaint

  01/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Products purchase agreement and loan started in March 2021. The faulty product delivery on May 23 2021. Store salesman had mentioned verbally and made us sign contract for outdoor door kitchen with side burner , lights, speakers, music , foot rails that comes with latest burner grill . I confirmed with him it comes with 4 new brown chairs . They did confirm verbally set includes chairs and whole system for $ amount and I had paid $500 via credit card and remaining on greensky financing andpaperwork . He did not give me latest sales contract only I was given greensky loan papers. On May 22 or 23 when they were for delivery . Two huge men just dumped a faulty partly assembled unit without chairs , no fridge and the counter top is not having correct measurements and the burners and grill not functional

  Business response

  03/18/2022

  Business Response /* (1000, 5, 2022/01/27) */ Conferred with customer on 1/26/22 and offered no charge Service Call to replace countertop and deliver fridge, customer promised to return call by 5 p.m., no response as of yet. Called and left voicemail for customer on 1/27/22. Consumer Response /* (3000, 7, 2022/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes the customer service has called me and I called them back too on 1/26 and 1/27They are not resolving my issue of misleading sale and missing items in delivery of products of products. I was shown and given verbal commitment for whole set including 4 chairs and grill , burner , fridge counter Top , side rails music system. I need. BBB support io helping poor customers like us to get fair and honesty in business. Is there anyone at BBB I can talk to on phone , may be I can explain better. Business Response /* (4000, 12, 2022/02/23) */ Our Customer's attached Sales Agreement confirms she did not purchase bar stools and plainly states right above her signature line that, "I UNDERSTAND THAT I WILL NOT RECEIVE ANY ITEMS, MODEL CHANGES, OPTIONS OR ACCESSORIES NOT LISTED ON THIS SALES AGREEMENT." As confirmed by the attached email, we have requested our Customer to send us any documents showing otherwise, but to date we have not received any such documents. We respectfully request our Customer to allow us to schedule and complete a no-charge service call to resolve her outstanding issues.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a two-piece outdoor kitchen/grill. Shortly after installation we had some windy days; the umbrella swaying around in the wind cracked the countertop of our grill which we learned was made of glass. The company sent someone out to repair the counter top and repair a peg that was bent causing the counter to lean. During the work we discovered the umbrella was stuck and the metal piece supporting the bottom was bent. The workers successfully removed the umbrella, and installed a different metal piece to the bottom then SCREWED in the umbrella. After they left, we opened our umbrella to discover an excessive amount of mold. We have repeatedly attempted to clean the umbrella but it is permanently discolored; the pole is excessively scratched from the workers removing the bent metal piece with another metal piece and because it is attached to the base it can't be removed. We were deterred by the sales rep from purchasing their umbrellas and were told to go to Lowes, now we know why. No matter how many times we clean it, the mold returns and it has seeped into the pores of the bamboo. We want the umbrella refunded or replaced. Additionally, the installers failed to install a door handle to the fridge. After much frustration with the manager of the Oviedo office, he has stopped responding to us and it is clear our fridge is missing the pieces to install the handle. We want the door handle to the fridge installed properly as it should've been before the installers left the first time. This set cost us $20,000.00 We should NOT have to go to the store to buy additional pieces to fix something that should've been done during the initial install. We are requesting the umbrella be replaced or refunded and fridge handle installed.

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2022/01/21) */ We have scheduled a service call to address and resolve our customer's reported issues, and we are thankful for their business and patience.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Grill caused multiple fires. Luckily we had a fire extinguisher to stop fire. Contacted company about malfunction and was told it would cost us $150 to have someone come out. Manager,Kelsie was seeking approval to waive fee and promised a call back. She called back to say manager who could approve was out sick but would be back Monday and she would speak with him. It has been over a week with no return call. I have reached out a few times only to be told Kelsie is in a meeting or at lunch. Also had initial problems that were never resolved. Lid was delivered dented. Replacement came with missing parts and they said they would bring a new one. Multiple phone calls and still no replacement. I believe this product is a safety hazard and customer service is beyond horrible. I nom,invert want this product or anything to do with this company.

  Business response

  01/21/2022

  Business Response /* (1000, 5, 2022/01/21) */ We have scheduled a service call for our customer to address and resolve her reported issues. We are thankful for her business and patience. Consumer Response /* (3000, 13, 2022/03/19) */ The repair made only lasted through one use. We have the same issue again of the grill not getting hot and we cannot get a response from the company. Business Response /* (4000, 17, 2022/03/30) */ Consistent with our Customer's warranty terms, we have offered to either ship her replacement parts free of charge, or to deliver and install the replacement parts for our standard service call fee. We appreciate our Customer's business.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a grill on 11/29. The installers or seller never told us that the serial number for registering the warranty is on a part of the grill that cannot be seen from the outside. We had a warranty issue within a few days (blown lightbulb) and I had to pull out the refrigerator to get access to the serial number. This caused the stucco to peel away. I have requested the repair kit be sent to us and have been waiting over 2 weeks when I was told on the phone that it would be shipped out overnight delivery that day. I just want the repair kit and also the burner that has been on backorder since after we purchased the grill. To get any answers I have to email 2 times and it's always a vague I will check with the service department. Never an answer as to when this kit is actually coming. The fact that we have to do the repairs ourselves on a brand new item because of where they put the serial number and not telling us where it is before installation is ridiculous.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/06) */ We have delivered to our customer the repair kit, and we will ship the back-order item upon receipt. We appreciate their buisness and patience.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a St. Croix Paradise Bar & Grill that was delivered on 3/06/20. Product # ************* I have called Several times, emailed & sent pictures to J ****** in the warranty dept. My issue is the grates are corroded, peeling & Pitted. I explained I would like them replaced with the upgraded grills & would pay the difference. I spoke with the Naples showroom who referred me to the warranty dept. so far no one has made any effort to contact me. Thank you for any help you can give me. ***** ********

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/08) */ We have provided Ms. ******** a price quote for the purchase and shipment of upgraded grill grates. We appreciate her business and patience.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩