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

  17320 State Road 50 Suite 200 Clermont, FL 34711-8194

  
• 

  Paradise Grills

  9100 Conroy Windermere Rd Suite 130 Windermere, FL 34786-8431

  
• 

  Paradise Grills

  3702 37th St Orlando, FL 32805-6617

  
• 

  Paradise Grills

  4520 Town Center Pkwy Jacksonville, FL 32246-8589

  

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:04/18/2023

  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.

  On March 24, 2023, the second portion of my bar and grill purchased at Paradise Grill began cracking and separating. On March 27, 2023, I spoke with Kesley L***** (Customer Service Manager) and she requested that I submit photos of the areas of concern and that they would get back to me within 24 to 48 hours. Noone contacted me and therefore, I waited until April 3, 2023 and emailed her again stating that no one contacted me about the grill issue. She responded and stated that someone will be following up with me. I received an email from Deisy L**** (Service Manager, which also happens to be the same person for my other complaint that was filed). She requested more pictures to be uploaded therefore, I uploaded what she requested and she responded that some one would contact me after their decision.
  
  Like my other complaint they have not sent anyone to inspect the product and when you reach out to them their customer service is extremely unprofessional (they have attitudes, they provide you with minimal information and if you request a supervisor they put you on hold or hang up on you). What I would like if for them to replace the entire bar and grill as it cost me $20,000.00 for two pieces that were sold to me.
  
  Once my case it open I would like to send all correspondences with pictures to support my complaint.

  Business Response

  Date: 04/26/2023

  We are very sorry for any miscommunication. The customer was delivered on 9/29/2022  and is currently on schedule for service to swap their counter top and base on  May 15th, 2023. Thank you. 

  Customer Answer

  Date: 04/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the company is not wanting to replace the griddle on the bar. As they claimed it was not damaged. I requested the pictures in which they claim it were taken during the installation but based on the pictures you can not see the actual griddle just the top.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 05/09/2023

  We will be providing service for the customer on May 15th 2023 and replacing the griddle plate on the hibachi. 

• Initial Complaint

  Date:04/12/2023

  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.

  The issue was first the grill didn’t not fire high enough within the first 12 months. Had to fight to get the tech fee waived. The outside was cracking them too was told by tech that’s a different order. Now the corners are All cracking. It’s seriously poorly built. The fridge went out after 1 year and told that’s past the warrenty. That’s ridiculous I paid 10k for this thing and not even to last more than a year? When we went in the show room the guy made it sound like it’s all under warrenty and I fell mislead. When I called they said I agreed to it in the paperwork. I said the salesman did not even ever mention that or there was some fee to repair. I called corporate and again they said it’s in the paperwork. I went back and read it. It was but the sales man was just misleading and posing to sign the paperwork like it was just little things. This is not ok I want the the outside repaired and fridge replaced. For 10k it should be better than that and I was seriously mislead. Simply put.

  Business Response

  Date: 04/13/2023

  Our customer was delivered their outdoor kitchen on August 31st of 2021. We have offered to ship the stucco for no charge, however if they would like a technician to come out they would need to pay the labor fee that is stated in the contract. The fridge has a 1 year warranty; so unfortunately they fridge is out of the warranty period. We offered a discount price on the fridge to the customer as a courtesy. If the customer would like to move forward with the service call we would be happy to come out after collecting the labor fee. 

  Business Response

  Date: 05/16/2023

  Our customer was delivered their outdoor kitchen on August 31st of 2021. We have ship the stucco for no charge, however if they would like a technician to come out they would need to pay the labor fee that is stated in the contract. The fridge has a 1 year warranty; so unfortunately they fridge is out of the warranty period. We offered a discount price on the fridge to the customer as a courtesy. If the customer would like to move forward with the service call we would be happy to come out after collecting the labor fee. 

  Customer Answer

  Date: 05/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Going back to the issue I was severely mislead. It’s not well built and have had to many issues for it not being that old. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:03/15/2023

  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.

  In September 2022 I’ve made a purchase of a little over $11000 from Paradise grills and it was the beginning of my problems with them. Since then, the unit was never moved and it began to deteriorate. The board that holds the refrigerator collapsed. And 4 different levelers went bad making the unit almost fall. The seller has advised me that I am covered 100% on parts but want to charge me an astronomical price of $200 to send a service person or repairs.
  An email was sent to a Jesenia L**** from Paradise Grills displaying repairs needed but there since has been no reply.

  Business Response

  Date: 03/15/2023

  We have agreed to complete a no-charge Service Call for our Customer on 3/29/23 for the purpose of
  replacing the leveling legs and fridge board. We apologize for our Customer's inconvenience and appreciate
  her business and patience.

• Initial Complaint

  Date:02/06/2023

  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.

  On July 16, 2020, I purchased a GX-9 Tahiti model outdoor kitchen from Paradise Grills in Clermont, FL. At the time, my pool had not started being built, and I explained to the salesman that I wanted to wait until after my pool was finished, before I ordered. They assured me that they would hold my unit for me until I was ready for it to be delivered, and that if I waited, there would be no guarantee one would be available if I didn't order it to reserve my unit, so, I went ahead and placed my order and gave a $4900 deposit via credit card. Because of the pandemic, there were significant delays with my pool and pool bathroom that was being built due to supply and labor shortages. I spoke with Paradise grills customer service often explaining the situation, and they assured me I was fine, and they still had my unit and there were no concerns. In December 2022, my pool and pool bathroom are finally being completed, and was ready to have my unit delivered. Upon calling them, they stated that my unit was no longer available and that they would provide me a store credit for the $4900 and I would need to go visit a showroom and purchase a new unit. The purchase price for my unit was $14,779. I requested that they provide me with the comparable model to what I originally ordered and was told that I would have to pay the difference in cost and the starting price for my unit is approximately $30,000. I advised them, that I could not afford that price increase, and at that time requested a refund. They refused and would only offer me a store credit. I asked to speak with management and was repeatedly told no. They were responsible for being unable to deliver my unit that I paid a deposit to reserve. There was never any indication of an issue the entire duration. I was not notified about the issue, and I was told many others had the same issue with the old unit's availability. I would just like a refund of my deposit, since they were unable to deliver the product I ordered.

  Business Response

  Date: 02/14/2023

  More than two years ago, our Customer purchased an outdoor kitchen model that we no longer manufacture or have available.  As our Customer’s Sales Agreement provides that “All Sales are Final,” and “Down Payments are Non-Refundable,” we have offered to apply his down payment as store credit against the purchase of a another outdoor kitchen, grill or other accessory items.

  Customer Answer

  Date: 02/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: When I signed my purchase agreement, there was an understanding with the sales team that this would be a delayed delivery since we were building a pool and pool bathroom. This is routine for Paradise Grill as many of their customers are in the middle of pool builds. I even took extra steps the entire duration and I called and spoke with their customer service AND went into the store multiple times since I ordered the outdoor kitchen, to ensure that my order was still fine, and I was re-assured over and over again that I was fine and to just let them know when I was ready to have it delivered. I was in the Clermont store within the last month or 2 and they confirmed I was still good to go. Paradise Grills never indicated there was ever an issue with my order until I called to have it delivered. Per Paradise Grills response, if they no longer manufacture or have available the outdoor kitchen that I ordered and placed a $4,900 deposit on, then I have every right to request that money to be refunded, as they did not hold up their end of the contract. If all sales are final, then they have to provide me with the product that I ordered or give me my money back. I did not receive any product from Paradise Grills and now they are holding my deposit hostage. They are in breach of contract. I did not request a refund of my deposit until Paradise Grills told me that the unit I specifically designed and ordered was no longer available to me. I never called to cancel my order, I never backed out of the agreement. Once again, I called to have it delivered, and that is when I was told that my unit is no longer available. A store credit is not an appropriate resolution to this matter. Designs changed, dimensions change, colors changed, the new models are completely different. You cannot bind me to those changes, by only offering a store credit. If you do not have the unit I designed and ordered, then you need to refund the deposit that I gave to Paradise Grills in good faith. $4900 is a significant amount of money that we are talking about here. Paradise Grills, if you messed up and over-sold the units, or whatever happened, just own up to it and fix the mistake and refund me my deposit, so I can do what I need to do to get an outdoor kitchen for my patio and we can both move on with our lives. I don't understand why, as America's largest outdoor kitchen supplier, you are putting me through so much unnecessary hassle, when you haven't even delivered me a product. Have some pride in your product and customer service. 

  Please, refund me my $4,900 deposit, so we can mutually part ways amicably. I was not wrong in this transaction, and should not be punished as such. I understand things like this happen, but don't hold me hostage because of it. As an Army Veteran that has enough problems on his plate as it is, I once again respectfully request a refund for the $4,900 that I provided to Paradise Grills in good faith. 

  Sincerely,
  
  
  
  Jason *******

  Business Response

  Date: 03/02/2023

  We have reached a mutual agreement with this customer and we will be scheduling delivery upon completion of their unit. Thank you

• Initial Complaint

  Date:12/08/2022

  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.

  On April 9, 2022, my husband and I purchased a grill from Paradise grills located at ****************************************************. in the amount of approximately $24,000. They delivered the grill. on Friday, December 2, 2022. Their communication was lacking because they said they would arrive after 8 AM for delivery and they were there early with no notification. The night prior to the delivery I was at my residence and as I always, do, I close the gate on my property and in the morning about 7 o'clock I left the house to run some errands. I left the gate open and upon my return I did find a huge enterprise truck in my driveway and that was the delivery for Paradise Grill's. I asked the gentleman to back out the truck so that I could go into my driveway. Anyway, they backed out and I told them that they need to back in and take the merchandise out on a dolly rather than driving the big truck all the way into my backyard. The delivery guys did so. Of course as expected. I was outside while they installed everything and they did a fine job. I cannot complain about it. When they left, I did not feel the need to go and watch them because I felt that they were competent enough but I was wrong because they drove into my gate and they never bothered to let me know. It's been 4 days since I've going back-and-forth with this company they make me provide all sorts of pictures and everything just so they told me that they are not responsible. They are saying that unless I have it on camera, they cannot take responsibility because there is nothing on their delivery truck but when I ask for pictures or for any information about the delivery truck, they refused to give me anything and they say that I need to have a lawyer ask for that type of information. They are very intimidating because they are talking to a woman and they're a big company with a huge legal team behind them. Everybody that I talk to has no answer and they can't say anything and everything is recorded. Shameful

  Business Response

  Date: 12/12/2022

  We delivered our Customer's ********************** Kitchen on December 2, 2022, after which (i) she signed the **************** Order form to confirm that "ALL ITEMS RECEIVED AND INSPECTED TO BE IN GOOD CONDITION," and (ii) she completed a telephone customer service survey and confirmed her 100% satisfaction and reported no outstanding issues. We have inspected the delivery truck and it is undamaged, and we have interviewed the delivery team and they credibly deny hitting her fence. They also stated that our Customer watched them enter her property because someone hit her sprinklers the day before, and there is ******************* in her backyard with many people coming in and out in the course of building her pool. Accordingly, we have determined in good faith that our delivery team did not damage her fence. We appreciate our Customer's business.

• Initial Complaint

  Date:12/05/2022

  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 an outdoor kitchen wth GSL -32N Pro Grill from Paradise Grills, in ********, *******, Product Serial Number *************. During the purchase, the salesman emphasized the high quality of materials used, and the fact that there was a warranty on the parts. He urged me to be sure to register, to take advantage of the strong warranty. I registered the warranty on October 16, 2018. The ********************************************* provided with the grill provides the only information on warranties: "Limited Lifetime Warranty on stainless steel construction, 5 yrs, On burners, briquettes and grates, 1 year on all other parts." No other limitations are stated.Since I have owned the grill the briquette assembly and grates have deteriorated, and in reliance on the warranty, I contacted Paradise Grills for replacement.On December 2, 2022 after contacting the service number at Paradise Grills, and at her instruction, I provided to ******************. at ********************************** a copy of the warranty registration form and transmittal email, a copy of the warranty statement; a copy of the bill of sale, and pictures of the deteriorating briquette assembly and grates by email.On December, I received a call from "******" at **************, who identified herself as a representative of Paradise Grills. In summary, she noted that the company refused to honor the warranty, except to the extent of manufacturers defects (an unstated limitation of the warranty). She likened the parts policy to the warranties on cars, where tires were not warranted. I pointed out to her that tires were notwarranted on cars because they were specifically excluded by the warranty language. She then offered to give a 50% discounts on parts, as a good will gestures - replacement briquettes and grills would cost about $400, which is about 5% of the cost of the entire purchase. When I said I would not accept the offer and told her that I would contact BBB, she hung up.

  Business Response

  Date: 12/09/2022

  In 2018, our Customer purchased a "FLOOR MODEL - AS IS" outdoor kitchen unit and he agreed to and signed the attached Sales Agreement and "******************" confirming his "liquidation wholesale pricing" and limited warranty, which expressly provides that all warranties are void in the event of neglect. As confirmed by the attached photographs, our Customer's issues are due to insufficient care and maintenance, and therefore not covered. As a courtesy, we have offered to ship our Customer replacement parts at a discounted price.
  See Attachment/File: ************************* - Photographs

  Customer Answer

  Date: 12/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for the opportunity to respond.
  
  Paradise has changed its response after it realized that its initial arguments hold no water.
  
  After initially claiming that their warranty was limited to manufacturers defects, communicated via phone by ****** - who had pictures of the grill and briquette holder in front of her at the time of the call - has now changed their argument to claim, without explanation, that the parts were neglected. If one argument doesn't work, try another, until the consumer is tired and goes away.
  
  Unfortunately for Paradise, these parts were maintained in a normal manner - this is what happens to them after 4 years of regular home use at 500 degree temperatures. A party seeking to claim neglect has to prove it - and simply pointing to worn out parts is not proof.
  
  In fact, just as they assert neglect, I will assert that we followed carefully the "General Use and Care" instructions on page 18 of the manual, which give no warnings about actions or inaction that might cause deterioration of the parts in our claim. There are no care requirements for the grills or briquette holder to be neglected!
  
  This company agreed to warrant these parts in normal use for 5 years, and it should do so. Half off is not a reasonable offer.
  See Attachment/File: IMG_1904.HEIC

  Business Response

  Date: 12/22/2022

  The warranty does cover manufacturing defects, however, as confirmed by the previously submitted photos, our Customer's issues are due to insufficient care and maintenance, and therefore not covered.

  Customer Answer

  Date: 12/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  As I pointed out, there is no standard of care - We follow carefully the "General Use and Care" instructions on page 18 of the manual, which give no warnings about actions or inactions that might cause deterioration of the parts in our claim. There are no care requirements for the grills or briquette holder. If there are care instructions, kindly reference them, so that that users of BBB understand what they need to do. In fact, we have taken care of them, cleaning them regularly, until the began to fall apart.
  
  Paradise did not write a proper limited warranty that says how their warranty is limited, and did not write care instructions that would provide a reasonable consumer any indication of the care required for the grills and briquette holders. You agreed to a warrant the parts for 5 years, without limitation. You can't point to what neglect means.
  
  This company agreed to warrant these parts in normal use for 5 years, and it should do so. Half off is not a reasonable offer.

  Business Response

  Date: 01/06/2023

  Please refer to our prior responses, thank you.

• Initial Complaint

  Date:11/29/2022

  Type:Product 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 purchased and had delivered a Tahitian model outdoor kitchen from Paradise grills around June 2021. I spent over 20k on the product expecting a higher quality outdoor kitchen. About 14 months later the synthetic thatch that the roof is created with is literally deteriorating and falling apart. I looked through the contract and found a page on replacements for the thatch and it led me to Amazulu. I called the company and they had me send them pictures. They said that wasn't their thatch and that shouldn't be happening to a synthetic thatch either. They said synthetic thatching should at least last 10years. They said it could be defective. I called paradise grills and they told me that's my problem because it's a 1 year warranty. Couldn't even explain to me why that's happening and basically told me not their problem. I expect a business of this size that is selling products for 20+k to accept responsibility for these types of defective issues and work towards making things right.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/06) */
  We have spoken to our customer and scheduled a no charge Service Call on 12/12/22. We appreciate our Customer's business.
  
  
  Consumer Response /* (2000, 7, 2022/12/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They replaced it. Thanks

• Initial Complaint

  Date:11/14/2022

  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 bought last years model a year ago but couldn't take delivery because the pool deck wasn't ready. When I saw this years model I liked the color scheme better. My Salesman related I could switch it our with another couple of thousand dollars. I did. I showed my Salesman where it was going. He came out to see the layout. I had the electric put in. Finally we took delivery a couple of months ago. We have never used it. We noticed the bar was flimsy. The lighting system just flimsy and wasn't adhered to the bar itself. The fridge of the grill system isn't fitted securely. As of today, both pieces are rusting. We live in St Augustine. We were rained on by Ian, then Nicole. Even the outdoor chairs remained in place. But the bar unit which I was told last week was "lighter" than the previous models. Another Mgr told me today she could move it herself. Last Thurs we had a storm related to Nicole. The outdoor chair which I can lift remained in place, but the entire bar unit flipped over on its side and totally broke apart. After four days of being told nothing....today the company said it was an act of G-d. We never lost power, we had no lightning or winds that broke. We had no damage, not even in the pool. Two buckets on the deck didn't move. But the "lighter" version of their bar unit fell apart. The company takes no responsibility. No one ever mentioned to me that the bar unit could not stand up to Florida weather. No one said the lighter unit should be bolted down. No one said the bar needed to be sheltered. So after paying for an approximate $16,000. I would say this company should not be trusted if you live in Florida! Or, if no one else's fell apart, then there is an issue with the manufacturing of this bar. I spent an additional $2000 which the Salesman said I could have their guy refigure to match the newer components. Not so! The fire pit was wrapped at the warehouse and delivered to my house. When it was unwrapped I found a huge hole in the side.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/11/22) */
  As confirmed by our Customer's attached and signed Warranty Terms & Conditions, "All warranties are void if product damage is caused by ... an Act of God (such as hurricane ... windstorm, ... micro/macroburst)." We respectfully recommend that our Customer submit a claim to her property insurer and we will provide a replacement quote in support. We appreciate our Customer's business and look forward to assisting with her insurance claim.

• Initial Complaint

  Date:11/14/2022

  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.

  Went to paradise Grills in WELLINGTON (new store) on Friday and placed an order for an outdoor grill. I left a 2000.00 down payment. The moment I got home I went to reviews and was horrified as to what I read. They have lawsuits, bad reviews and many complaints through BBB. Not even half hour later I texted the salesman Mike and cancelled. They tried to give me the run around and said that they wouldn't refund. Nothing has been ordered and I escalated it to regional. They are claiming that bc I signed a contract I cannot back out. This company is sketchy and if you read the many reviews you'll know why. From defective BBQs to a non existing lifetime warranty to rusted units within a year. They are not worth 10 to 15k!
  They have several lawsuits pending. This is definitely not a company I want to do business with. I have called chase and opened a claim and expect my money back, if not I will hire an attorney bc what they are doing is holding people hostage knowing their product is not what they claim. Beware and stay away from them. You're better off getting one built by a reputable company.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/21) */
  We have reached a mutual resolution with the customer. Thank you.

• Initial Complaint

  Date:11/02/2022

  Type:Product 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 August 28, 2022 we went in to hold a sales price on a unit we wanted to purchase. I was told by Atef our sales person that the money we put down would be fully refundable if our HOA declined to approve the outdoor unit. When we got denied by our HOA and went back to obtain our $2,000.00 that we secured the price with we were told it would not be refunded. We never filled out an application for funding due to the risk of not getting HOA approval. We were told specifically and admittedly by our sales person, who also admitted such to his manager, that we would be refunded. This business said it was non-refundable and essentially is holding our money with us getting absolutely nothing in return!! This is unacceptable. We never signed a Terms and Conditions for this. We are demanding a full refund and not a store credit because there is abolutely nothing in this store for $2,000. We are repeat customers and frankly to be treated in this manner is completely unacceptable by this establishment.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/11/07) */
  We have spoken to the customer and come to a mutual agreement. We thank you for your business
  
  
  Consumer Response /* (2000, 7, 2022/11/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Paradise Grills has credited back the entire amount. We are satisfied with this and consider this case closed.