Important information
- Customer Complaint:The business requests and BBB recommends that if you have any complaints or concerns, please call 800-604-2023 prior to filing a complaint with BBB.
Complaints
This profile includes complaints for Paradise Grills's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 62 total complaints in the last 3 years.
- 20 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/13/2022
Type:Billing IssuesStatus: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.
they have sold me a built in bbq grill and after they charged my cc they said that i have to contact their own delivery company and set the delivery date with them by myself . they totaly washed their hand off from the transaction and they got me involved with them . it was supposed to be a 5 to 10 days then 3 weeks and now 45 days . i saked for refund on same day of purchace but they deniedBusiness Response
Date: 10/20/2022
We apologize for any inconvenience that *** have been experienced by our customer. As of October 12th we have the customer on schedule for the delivery of their outdoor kitchen on October 28th. The customer has acknowledged and confirmed delivery for this date.Customer Answer
Date: 10/20/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
i have been forced to do it , they have refused to refund my money and have not left me with any options
i dont accept their apologize
at this point im either looking for my refund and canceling the order or a discountBusiness Response
Date: 10/25/2022
As plainly stated in the attached Final Sales Agreement and ****************** of Sale signed by our Customer: "All sales are final. All payments are non-refundable," and "this sale is final and non-cancellable by Customer for any reason. Customer's down payment, additional payments and final patent are non-refundable." We look forward to delivering our Customer's ********************** kitchen on October 28, 2022, and we appreciate his business.
See Attachment/File: ******************************* Final Sales Agreement.pdfCustomer Answer
Date: 10/28/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been told the delivery would take 5 days not more than a month.
Your customer service is below zero
As you mentioned the customer can cancel and request the refund even an hour after a purchase, simply because you clearly know how awful your delivery is and you are not going to make the delivery on time .
This is your ugly tactic of sale .if they do not agree with my request the next step after will be a court of law.Business Response
Date: 11/02/2022
Our Customer agreed to accept delivery on 10/28/22, but when our delivery crew arrived he was not home. We have rescheduled his delivery for 11/4/22, and we look forward to completing his delivery as agreed.Customer Answer
Date: 11/02/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Neither my address nor my phone number were correct on your delivery confirmation!!!!!
My address is **** ************ court
And my number is **********
If I don't receive a significant discount for your lack of business, I'll take this matter to court
Stop wasting my timeBusiness Response
Date: 11/09/2022
On 11/4/22, we completed our customer's delivery and he signed the attached Delivery Receipt to confirm "ALL ITEMS HAVE BEEN RECEIVED AND INSPECTED TO BE IN GOOD CONDITION." We appreciate our Customer's business.
See Attachment/File: ******************************* Delivery Reciept .pdfCustomer Answer
Date: 11/12/2022
***Document Attached***
See Attachment/File: 20221109_165908Customer Answer
Date: 11/12/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The service call has been issued for defected unit for December 02
I have paid fully for this on September and I have to wait until DecemberBusiness Response
Date: 11/23/2022
Our Customer's no-charge service call is scheduled for December 2, 2022, because he informed us that he is out of town. We look forward to completing his service and appreciate his business.Customer Answer
Date: 12/02/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
They are laying, I never had requested such thing
I had actually had argued with their customer service to get an earlier time but they refused.
Looks like I'm dealing with a corrupted company which does not anything right .
As I mentioned before I'm looking for a discount on my purchase since they denied my refund few hours after purchase or I'm ready to take this matter to courtBusiness Response
Date: 12/14/2022
As agreed with our Customer, we completed a no-charge service call for him on December 2, 2022, and he signed the attached **************** Order to confirm that "ALL ITEMS HAVE BEEN RECEIVED AND INSPECTED TO BE IN GOOD CONDITION." We appreciate our Customer's business.
See Attachment/File: ******************************* - Signed **************** Order 12-2-22.pdfCustomer Answer
Date: 12/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
According to his response
I purchased the product on September and paid in full but they have completed the order on December almost four months.
I'm looking for better price due to their lack of performance as they already admitted.Initial Complaint
Date:08/31/2022
Type:Service or Repair IssuesStatus: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 a new outdoor kitchen consisting of grill, refrigerators, and bar. There is an electrical short somewhere, and it is a safety issue because when you touch the foot rests, you can feel the electricity. Paradise grills has expressed that I have to pay someone to come out and look at it.
Being this is a new unit that they installed and I paid $24k, I do not agree with this. Being a safety issue, I would expect them to stand up to their name and fix what is wrong with their product.Business Response
Date: 10/06/2022
Business Response /* (1000, 5, 2022/09/01) */
We are very sorry for your experience. We have arranged to send our service technician to assess the unit on September 14th.
Consumer Response /* (3000, 7, 2022/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for agreeing to come and look at the issue. Once repaired I will update this case.
Business Response /* (4000, 9, 2022/09/16) */
On September 14,, 2022, we completed a no-charge service call for our Customer and he signed the attached Service Order to confirm that "ALL ITEMS HAVE BEEN RECEIVED AND INSPECTED TO BE IN GOOD CONDITION." We appreciate our Customer's business!
Consumer Response /* (2000, 11, 2022/09/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As requested they came out and repaired the product. It now works as it should.Initial Complaint
Date:08/16/2022
Type:Service or Repair IssuesStatus: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 a GSL Professional grill from Paradise Grills on 1/24/2019. The owner's manual states that there is a 5 year warranty on burners, briquettes and grates. I am within my warranty period. My briquettes and flame tamer units have all disintegrated and need to be replaced. Based on their warranty - this should be covered by their warranty.
I have contacted them twice and last spoke with their customer service manager, Kelcey - just now. They say that the warranty is only applicable to manufacturers defect and that because I have had the grill for almost 4 years it is not manufacturers defect - even though they've not done any evaluation on the defective briquettes.
They have offered to SELL me replacements at over $400 and I believe I should receive replacements under my warranty.Business Response
Date: 09/16/2022
Business Response /* (1000, 5, 2022/08/29) */
We have reviewed the photos sent by Mrs. ******* of the briquettes and they are not covered under warranty. Warranty applies to manufacturing defects; this had been determined as normal wear and tear. Grill briquettes are a consumable item that need to be replaced over time. The requested replacement parts are not covered by our warranty but are available for purchase and shipment
Consumer Response /* (3000, 7, 2022/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am disputing the fact that their WRITTEN document does NOT mention manufacturer defect or exceptions to what is or is NOT covered by their warranty. What exactly does "5 year warranty on burners, briquettes and grates" cover? What would qualify for replacement?
This verbiage is misleading and even their sales personnel have told me verbally that they sell this product and tell prospective customers that they will be replaced for 5 years.
Business Response /* (4000, 9, 2022/09/08) */
We have called and spoken to the customer and have reached a mutual resolution in regard to their briquettes. We thank you for the business.
Consumer Response /* (2000, 11, 2022/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Paradise Grills sent me the requested grill briquettes at no charge. I'm very satisfied with their resolution.Initial Complaint
Date:08/03/2022
Type:Product IssuesStatus: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.
In July 2020 I purchased a custom outdoor kitchen from Paradise Grills. The unit I had made was a sink and refrigerator unit only. The refrigerator included broke down shortly after one year, just after the warranty period. When contacting Paradise Grills to see if they were going to stand behind what they sold, they only sent me a copy of the paperwork where I had initialed that the kitchen components are equipped with the manufacturer warranty. This would that the manufacturer warranty should be the first call to get repaired, not that there would ONLY be a manufacturer's warranty, given the amount charged for this unit.
However there is NO manufacturer's name on this unit other than that of Paradise Grills, so this is THEIR OWN UNIT. After being told earlier this year that the component stopped working, Paradise Grills "generously" offered to sell me another for $997. I don't believe that an outdoor refrigerator should have a useful life of less than two years, especially when in the shade under a cabinet. I was told that someone could help me troubleshoot over the phone, so I took them up on this offer, but after no response for over a week, I called again and got someone to call me, and after a 3 minute phone call he confirmed that the unit was dead and needed to be replaced.
When I sent pictures of all the unit information to an outside technician, I was told the unit isn't made any more, and was likely an old model when sold to me, but this I can't confirm.
I think it's fair when spending over $4500 that it would be useful for more than 2 years, but I didn't even get that!! When I continue to contact Kelsey L*****, she repeatedly tells me that my one year warranty is up, and that she spoke to her superiors who are not interested in standing behind their products. I can't even get someone other than her to speak to me and address my concerns.
I replacement outdoor refrigerator is the acceptable resolution.Business Response
Date: 09/19/2022
Business Response /* (1000, 6, 2022/08/18) */
Our Customer purchased an outdoor kitchen unit and accessory items at "liquidation wholesale pricing" with a limited warranty covering the refrigerator for one (1) year, which unfortunately has expired. We have provided our Customer with a replacement quote and appreciate their business.
Consumer Response /* (3000, 8, 2022/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I don't know where they get off calling it "liquidation wholesale pricing". This was not some floor model. It was a normally priced item, custom built, not some item they had in stock or some liquidation. If this is "liquidation wholesale pricing", then they consider their entire line of merchandise this, which again is disingenuous.
To say that a part YOU make comes with a "manufacturer's warranty" is another attempt to deceive. I can tell from their response, that they have no shame in their scam business practices and don't stand behind the equipment THEY make. I think they should provide a new refrigerator, as THEY, not some "random unnamed manufacturer" are the ones who sell a unit for $1000 which lasts less than 2 years in normal Florida conditions, where they actually sell them.
Very disappointing response, just as I've been receiving from the "manager" on site.
Business Response /* (4000, 10, 2022/08/30) */
As previously mentioned the fridge comes with a 1 year warranty, which unfortunately has expired. We have provided our Customer with a replacement quote. Thank you for your business.
Consumer Response /* (4200, 12, 2022/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their proposed resolution because they have NOT PROPOSED A RESOLUTION. They have once again restated their unimpressive and unresponsive position, have not addressed their misrepresentation, both in calling it a "manufacturer's warranty" when they are the manufacturer nor with their false claim that it was a liquidation item, despite it being custom made.
Business Response /* (4000, 14, 2022/09/07) */
We have called and spoken to the customer and have reached a mutual resolution in regard to their fridge. We thank you for the business.
Consumer Response /* (2000, 16, 2022/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I appreciate the response and final resolution to this issue.
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