Complaints

This profile includes complaints for Paradise Grills's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Paradise Grills

  640 Ocoee Business Pkwy Ste 80 Ocoee, FL 34761-2681

  
• 

  Paradise Grills

  Kennesaw, GA 30144

• 

  Paradise Grills

  8206 Philips Hwy Unit 20 Jacksonville, FL 32256-1245

  
• 

  Paradise Grills

  9875 S Dixie Hwy Pinecrest, FL 33156-2808

  
• 

  Paradise Grills

  9674 Glades Rd Boca Raton, FL 33434-3946

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a brand new grill 10 days ago it was deliver last week went to use on the 7/4/2023 and grill did not work properly, call spoke with Mike the sales person , wry rude person couldn’t get it to work he send a tech to resolve the issue and nothing was done downs 30-45 want to switch my propane grill to a charcoal grill n I said no if I wanted a charcoal I would bought a different gril. And now they want me to call customer service n put a claimed on a warranty I shouldn’t have to it was a new grill. And now one wants to help and give face . This is a horrible place and bad ppl work here

  Business Response

  Date: 07/13/2023

  We apologize for your experience after reviewing your account I see the grill was swapped for a new one on a service call with our technician on 7/12/2023. 

• Initial Complaint

  Date:06/12/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On approx. April 4, 2023 Paradise Grilles issued a recall on their barbecue grills due to a potential explosion from propane accumulating inside the enclosure. I responded with the requested info. to “********************************. I got no response so on April 27, May 3, May 14, I sent follow up e-mails. On May 15 Emma H**** responded and told me their handyman tried to go to my house on May 5 but I was not home. They never contacted me to advise me of this. On May 15 she then told me the handyman would come June 6th. He did not show up and I was not notified. Please assist.

  Business Response

  Date: 06/12/2023

  I do apologize for the rescheduling. The subcontracted handy man ran behind on his route and made it to you on June 7th and installed the vent. If you need anything else please call the office. 

  Customer Answer

  Date: 06/13/2023

  
  
  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

  Date:06/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We put down a $2000 deposit to secure a price for a grill. We were going to pay the remainder of a 50% deposit and the final 50% when we received the grill.
  
  We signed documentation to start the process off, but no order was made as we were applying for finance.
  
  In the documentation it states that all sales were final, but this was not highlighted to us, we were asked to sign here initial there etc. Again to highlight we thought we were paying a deposit to secure the price.
  
  When the finance was approved we called up to pay the amount to take us to 50% and were told no you have to pay the full amoint up front. I was not comfortable with this so I declined and said I didn't want to take it any further. At this point no order had been placed to create our grill just a deposit paid to secure the price.
  
  Paradise grills refused to reimburse our deposit so we put it in dispute with the credit card company, but for reasons we are yet to establish with our card issued the dispute was upheld for paradise grills.
  
  We are reaching out to the BBB because we feel that given we received no goods nor any order placed that Paradise grills are not acting in good faith, and we also feel they misled us and obfuscated the details of the document we were signing knowing that any deposit paid was non refundable and went out of their way to hide that detail from us. We do not feel they acted in good faith but rather deliberately misled.

  Business Response

  Date: 06/23/2023

  ON 3/12/2023 the customer signed the Final Sales Agreement along with the FINAL SALES AGREEMENT – TERMS & CONDITIONS OF SALE. This paperwork clearly outlines the premises of the deal and states the following: “This sale is final and non-cancellable by Customer for any reason. Customer’s down payment, additional payments and final payment are non-refundable…. Customer’s delivery date will be scheduled upon PGD’s receipt and clearance of Customer’s final payment in full of the Total Purchase Price.” It is company policy that the customer must be paid in full before scheduling delivery. The customer is welcome to use the $2,000 credit with Paradise as they wish. It must be used within one year of the deposit date. 

  Customer Answer

  Date: 06/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  It was not made clear to me what all sales are final meant. I was asked for $2000 as a deposit to secure the price. They should have clearly explained what all sales are final meant. That the deposit was not just a deposit but non refundable. If they had I would not have proceeded with the transaction.

   

  I feel I was completely misled by this company.

  
  Sincerely,
  
  
  
  *** *****

  Business Response

  Date: 07/19/2023

  As stated in the previous reply: On 3/12/2023 the customer signed the Final Sales Agreement along with the FINAL SALES AGREEMENT – TERMS & CONDITIONS OF SALE. This paperwork clearly outlines the premises of the deal and states the following: “This sale is final and non-cancellable by Customer for any reason. Customer’s down payment, additional payments and final payment are non-refundable…. Customer’s delivery date will be scheduled upon PGD’s receipt and clearance of Customer’s final payment in full of the Total Purchase Price.” It is company policy that the customer must be paid in full before scheduling delivery. The customer is welcome to use the $2,000 credit with Paradise as they wish. It must be used within one year of the deposit date. 

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a trim kit for an outdoor kitchen that I purchased a few months ago. The trim kit did not come with the kitchen so I ordered the kit approximately 4 weeks ago. I have been promised that it would be delivered 3 times and have still not received it. My last message from the manager was that “it is out of his hands”. I paid $418.08 and never received my product. I feel confident that I will be refunded my money from the credit card company but this complaint is directed at the Manager, Peter. This is horrible customer service.

  Business Response

  Date: 06/09/2023

  We deeply apologize for any negative experience. The fridge trim kit was delivered via ***** on 6/2/2023 and we apologize for the shipment delay. Please contact the office with any other concerns. 

  Customer Answer

  Date: 06/13/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because: I made many phone calls and was told that this item was shipped several times when in fact it was not. I was being lied to. Then I was told by the store manager of the Bonita Springs store that it was out of his hands. They had my money and they kept blowing me off, this is very unprofessional and wrong. The other part of this is that the trim kit for the drawers, the garbage can and the storage area was included. The only thing that had no trim was the refrigerator. When I asked about it I was told that it doesn’t come with it and that it was another $450.I was never told it did not come with it. I paid $14,000 for this kitchen and without this kit it looks unfinished. Again very unprofessional. They deserve the lowest BBB rating possible. An apology is not good enough and does not make it right 
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 07/19/2023

  I do apologize for your experience. The fridge trim kit is an extra add on and is not included. At this time you do have all of your product and if you have any further concerns please feel free to contact the office. 

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. We purchased the outdoor kitchen with island on 5/13, he made the process very easy for us since we wanted to be customized. And we thought everything went smoothly.
  2. The GSL Professional Grill was delivered with electrical issues on 5/16, same day we were also told there's 25 cents short on the date of purchase, and griddle was missing obviously it's not on the delivery list, which Job had calculated in the price for us but not checked on the box.
  3. Same day 5/16 we called the warranty department, the 1st customer service lady answered was extremely rude, arrogant and condescending saying they did not send out faulty units, but that’s not our case, ours delivered not working, so we questioned, the unit didn’t get tested before sending out to customers?! And the next available date for the technician to come out is 3 weeks out.
  4. The 2nd lady who answered the phone was more professional with better attitude and made sure our issues will get resolved. We have got a ***** tracking number for whichever item we were missing. And the item has not been sent out since 5/17. The GCFI Kit or the Griddle?! No idea.
  5. They scheduled again to come fix on 5/24, but we got no show, no phone call, no griddle at all.
  6. We are also having trouble sending out to "***************************** they provided on the book since 5/18, which kept sending back as no address found. We have contacted customer service via email but no reply either.
  
  The whole process after the purchase was "Very Very Frustrating!"

  Business Response

  Date: 06/07/2023

  We deeply apologize for any inconvenience. A free of charge service call was completed today 6/7/2023 and we followed up with the customer to ensure everything is working properly. 

  Customer Answer

  Date: 06/13/2023

  
  
  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

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a complete summer kitchen from Paradise Grills. We moved into our brand new home March 20. 2023 and had it delivered and installed. The installers changed the bottom support legs for some reason from the ones that came with the kitchen. Well this mother's day we decided to have our children over for a cookout. All of a sudden my wife went to sit at the bar area and the front legs gave way. My wife nearly fell to the ground. I called Paradise Grills on May 17, 2023 spoke with manager Kelcie. She said that she would mail us new legs but if we wanted them installed it was going to cost $150. I tried to tell her it was a structural issue not the legs and she just kept quoting their warranty. They provide a lifetime warranty but after you spend 15K they still want to charge you for a defective issue.

  Business Response

  Date: 05/22/2023

  We have the customer on schedule to service their leveling legs on 6/1/2023 with our service technician. 

   

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a Paradise Grills outdoor kitchen with a sink and faucet supplied by Paradise Grills.
  The unit was purchased in 2020. The sink faucet now leaks and I have attempted to repair.
  I learned that none of the local Paradise dealers carry spare parts. They recommended calling Paradise Customer Service to purchase replacement parts. Following their instructions, I contacted Paradise Grills customer service and was told that they do not sell parts to repair their leaking faucets, and furthermore, could not or would not provide the name of the faucet manufacturer. Their recommended solution was for me to buy a completely new faucet from a hardware store.
  
  it is very surprising to me that this company would provide such poor customer support to their existing customers, especially for products represented to be of very high quality, supposedly designed to last many years. I highly recommend that anyone looking for a new outdoor kitchen should NOT consider Paradise Grills to be a reliable or trustworthy manufacturer.

  Business Response

  Date: 05/19/2023

  We apologize for any inconvenience. After speaking to the customer he is out of warranty however we were able to provide him the link from home depot for the sink faucet he needed.

  Customer Answer

  Date: 05/23/2023

  
  
  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

  Date:05/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a grill from their Richmond store on 3/31/23. The sales experience was great. I purchased the grill for $1618.34. At that time, I was told to respond to the salesman's email to confirm delivery. This was done. I never heard back from them and had to continuously follow up for weeks to get a response even though delivery was originally promised to be completed within a week. From there, after weeks of follow up I finally was told they would deliver. They did not communicate a time - only a day. The delivery team arrived at almost 7pm CT. The delivery guys noticed that the grill was damaged. This a ceramic grill and the top was chipped and cracked. They advised no to sign and accept. They also attempted to contact their team to replace or repair, but they close at 6pm ET. It then fell on me to reach out and the only person that would respond to me was the original salesman I met with. He said they would replace. However, I had to then follow up for additional weeks with no response. I finally just requested a refund and for them to come pick up the grill so we can close the book on this. I have no faith they will follow through on their word. Even after that, still several days passed before I got a response from a "manager". She told me they refused to provide a refund and that all sales were final. She said they would replace so finally I said fine let's get it done. Today (4/27) they said they would deliver. They did not communicate any time they would arrive and since most people that can pay for this expensive grill like myself work for a living, no one was home when they randomly arrived. Now I'm back to following up. These folks really should be shut down. I would like to really just get my money back and for them to take back their broken product that has not been accepted.

  Business Response

  Date: 05/05/2023

  We have the customer on the schedule to swap their floor model Komodo on Friday March 5th for a new one. We apologize for any inconvenience. 

• Initial Complaint

  Date:04/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First of all, I regret for not reading the complaints that other customers had filed over this company on BBB. If I had done it, I would not be here filing this complaint because I would never do business with a company like that.
  
  Soon after buying an outdoor kitchen on April 20th, 2023, I received a call from their delivery center to schedule the appliance delivery. They set it for May 28th and told me that I would receive a call 30 minutes before the delivery time. I told them that I needed a longer lead time because my house is under construction and I would have to receive the outdoor kitchen in a storage facility and could not stay there all day long waiting for them to call only with that short notice before their arrival. The lady told me, in a very rude manner, that my request was against their company policy and they are too busy to call me in a day before to provide me a time window for the delivery. Then, I asked the salesperson to give me the opportunity to talk to one of their managers, hopping that I would speak to somebody nicer, and a lady called Kelsey called me and she was even worse than the first one that talked to me before. During our conversation she said that their representative was right and even raised her voice to emphasize that would not give me a time window for the delivery. As these people, through their customer’s support, do not have manners to talk to their customers even before the delivery of the appliance, honestly, I cannot expect anything good from them if one day I need any support from them. I am trying to cancel this purchase, but I was told by the salesperson that she cannot do it. I will try everything that is in my reach to get out of doing business with one company like this. They really do need clients like me and, fore sure, I do not need to buy anything from them. SO, IF YOU READ THIS AND ARE PLANNING TO BUY AN OUTDOOR KITCHEN, BUY IT FROM SOMEBODY ELSE. ESTAY AWAY FROM PARADISE GRILLS THEY DO NOT NEED YOU.

  Business Response

  Date: 04/26/2023

  We apologize for any inconvenience this has caused. We are able to schedule a delivery date and a tentative 4 hour time window is available the day prior to delivery the delivery. The driver will also call when he is 30 minuets away from the stop. Due to unforeseen delays we are unable to give out a time window prior to the day before. After speaking with the customer we have offered to hold his unit until September when the home is ready so it does not have to go into the storage unit. Thank you for being a Paradise customer. 

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a TIKI Bar with my ex-husband, ***** ******, at the Buffalo Home and Garden Show in March 2020. We purchased the TIKI bar because it also came with a structural warranty. By year two, after following all manufacturer's instructions during the off season, the metal bars that hold the thatch to the top of the tiki bar rusted and deteriorated. The tile has also fallen off as it was poorly attached to the unit. It is just bad construction overall. I have called and emailed the company about the warranty to no avail. We even spoke to representatives of the company at this years home and garden show and they told us just to call and the metal bars/ top that holds the thatch would be replaced as it is part of their warranty yet, the company just ignores me. We would be happy if they would just ship us the replacement parts.

  Business Response

  Date: 04/26/2023

  We are very sorry for any incovinecne. Per the signed contract, the tile comes with a 1 year warranty. We have provided the links to where the customer can purchase the different tiles. We will be shipping out the 3 legs for the palapa top via ******