Complaints

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

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  Kokomo Grills

  1325 E Gibson Ln Phoenix, AZ 85034-5613

• 

  Kokomo Grills

  39803 N Bridlewood Way Anthem, AZ 85086-2385

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:06/05/2025

  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.

  We purchased a grille from Kokomo Grills December 2024 and recieved the grill in January and installed it accordingly. This grill has never cooked correctly (VERY HOT) on both sides. Along with the extreme temperatures that we we were dealing with the k**** melted shortly thereafter. The company won't stand behind this $2000.00 grill leaving us to turn it on with needlenose pliers and a match!! They have said they are sending parts for the past 3 months and have finally had enough! It is so sad that they lie and refuse to stand behind their name.I own a buisness and if I treated others like this I wouldn't have any customers!

  Business Response

  Date: 06/06/2025

  Were sorry to hear this customer is dissatisfied and appreciate the opportunity to respond.
  Since the claim was filed, we have remained in regular contact, provided transparent updates, and worked diligently to resolve the matter. Multiple shipments were coordinated, and despite shipping limitations at the delivery location, the customer successfully picked up the final set of parts.
  Concerns about the grill being too hot were raised later in the process and were not clearly documented at the time of installation. In conversations with the customer, there was even acknowledgment that no such claim had been made earlier.
  Weve acted in good faith, and based on the support and resolution provided, we will not be issuing a refund.
  We remain available for any ongoing product support and stand by our commitment to quality and customer care.
  Sincerely,
  KoKoMo Grills
  ************* Team

• Initial Complaint

  Date:10/16/2024

  Type:Delivery 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 only reason they didnt fulfill the contract was it was going to take longer to complete the contract. They were provided all the specifications they requested including several photos. They never even came to my house to verify and inspect. Their installers canceled saying they were incompetent to provide a professional installation. I want the contract fulfilled professionally, if they dont have competent installers they need to contact someone else to perform the contract.

  Business Response

  Date: 10/17/2024

  We fully understand the customers frustration, and we regret that we were unable to complete the installation as initially planned. Upon reviewing the existing setup, it became clear that the construction of the customers unit, which is made of block, was incompatible with the grill we provide. The cutouts of the existing barbecue were too far off from the required specifications, making the installation unsafe and unfeasible.
  
  In good faith, we refunded the full payment of $3,300 on October 16, 2024, once we recognized that we could not complete the installation to our high standards. We have communicated this to the customer and did everything within our ability to resolve the situation quickly and fairly. We sincerely apologize for any inconvenience, but unfortunately, this is not a job that we can take on, as safety and quality are our top priorities.
  
  We are happy to assist the customer in any way possible moving forward, whether through recommendations or further clarification.

  Business Response

  Date: 10/18/2024

  We fully understand the customers concerns and have carefully reviewed the situation again. Unfortunately, the *** island at the customers home was not constructed to professional or industry standards, making it incompatible with the drop-in grill they purchased from us. The grill they were using was not designed for a drop-in application, and the wide, uneven opening of the existing island poses significant safety and quality issues.
  
  It is important to note that the specifications and photos provided by the customer came after the contract was signed, which presented challenges during our assessment. Upon reviewing the site, it became clear that proceeding with the installation would not meet our professional standards for safety or quality. Out of concern for these issues, our installers declined to proceed.
  
  We are committed to working with the customer and have scheduled a meeting today, October 18, 2024, at 1:15 PM to explore alternative solutions. We have discussed the possibility of building a new island or fabricating a counter that would safely accommodate the grill. However, we must emphasize that proceeding with the original installation is not an option due to the existing conditions, which we cannot safely work around.
  
  It is also important to note that any fabrication or rebuilding of the island, or any resolution moving forward after the refund, will incur additional costs. While we are willing to work with the customer, all work beyond this point will be billed accordingly.
  
  We regret any inconvenience this has caused and are doing our best to resolve the matter professionally and in line with our high standards.

  Customer Answer

  Date: 10/31/2024

  I met with a representative 2 weeks ago, and he was going to give me a proposal to correct the situation. As of today I have not heard anything from this company. 

• Initial Complaint

  Date:10/13/2024

  Type:Order 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 have a signed contract stating Free Delivery / Installation. I have already paid a $500 deposit and 50% of the total price. They are now requiring an additional $800 for crane fee. This language is no where in the contract and are refusing to provide installation. This is illegal and unethical. I am trying to resolve professionally but Kokomo Grills / Backyard Accents is slow to respond and will not acknowledge the terms of the contract.

  Business Response

  Date: 10/16/2024

  Thank you for bringing Mr. ********** concerns to our attention. At Kokomo Grills, we are committed to delivering a high level of customer satisfaction, and we value the opportunity to clarify this situation.
  Mr. ********** contract does indeed include free delivery and installation, which we are continuing to honor. However, it is important to clarify that the use of a crane for installation falls under rigging services, which is not covered under the general delivery and installation terms. This information was unfortunately not communicated properly during the sales process, and we acknowledge this oversight.
  As a gesture of goodwill and to ensure the installation is completed without further delay, we have agreed to cover the crane rigging costs in this specific case. This leaves Mr. ********* with no additional charges beyond what was agreed upon in his original contract. Our team is coordinating with Mr. ********* to finalize the installation, and we are working diligently to address any remaining concerns to his satisfaction.
  We sincerely apologize for any confusion caused by this situation and appreciate Mr. ********** patience as we worked to resolve this matter. We hope this resolution demonstrates our commitment to delivering quality service and upholding our customer agreements.
  Please feel free to reach out if any further clarification is needed.

• Initial Complaint

  Date:05/14/2024

  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.

  hello, no one has come out to vent it for me, also no one has called even to schedule to install the vent? If youd like I can provide pictures that show it has not been vented. I am happy to accept the offer of venting it. If you can call and schedule it that would be great. 

  Business Response

  Date: 05/18/2024

  Dear ****,
  As of May 17, 2024, we believe we have resolved your service request by adding additional ventilation to your **********. We are committed to working with you to ensure your satisfaction and that you feel safe using your BBQ island for many years to come.
  We appreciate your patience and look forward to continuing to work with you to address any further concerns.
  

  Business Response

  Date: 05/20/2024

  There seems to have been some confusion regarding the vent installation. The vent was installed on the same day the team came by to repair the gate, which is scheduled to be replaced three weeks from today. I apologize for any mix-up. I would like to confirm that we have now added the necessary vent to your fire table and are ready to work with you on the remaining items.
  Thank you for your understanding.
  Best regards,**************
  Kokomo Grills

• Initial Complaint

  Date:11/27/2023

  Type:Delivery 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.

  Good afternoon,

  This response was provided from the same person at the business that refused to speak with me in a tolerable manner when trying to work this out directly.  The invoice provided specifically states INSTALLATION was already paid for, which was also the conversation we had with the salesperson at the time of purchase.  The *** island IS complete, the installers didn't know how to work with cinderblock as they apparently are used to working with only metal braces and drywall.  The construction was also discussed with the salesperson at the time of purchase, so if cinderblock wasn't something they could work with, we should have been advised at the time.  The $350 additional was paid as I had forgotten that we already paid it back in July; I wouldn't have agreed to it had I realized I was being double charged.  I find that the installation manager replying on behalf of the business odd, since there are two different owners listed on public record.  I think their involvement should be addressed.

  I appreciate your time.

  *****

  Business Response

  Date: 11/29/2023

  I hope this message finds you well. I am writing to provide clarification regarding the recent installation services we conducted for the components purchased by the customer.
  The initial labor and installation charge were explicitly designated for the delivery and drop-off of the purchased components. Subsequently, the customer expressed the desire for us to handle the installation. At this point, they willingly paid a service fee of $350, covering both travel and labor costs associated with the installation process.
  Upon our arrival, it became apparent that the *** island had not been completed as expected. Despite this unforeseen circumstance, we proceeded to install the equipment that was possible given the existing conditions.
  It's crucial to note that Kokomo cannot be held responsible for the stage at which the *** island was presented to us. We would like to emphasize that our team exerted its utmost effort to provide a satisfactory installation, considering the circumstances.
  If there are any further questions or concerns, please do not hesitate to contact us. We value your understanding.
  Best Regards
  ************** 

  Business Response

  Date: 12/20/2023

  I am writing to address a recent concern regarding the installation of equipment purchased from us.
  We acknowledge that the initial agreement solely covered the delivery of the multiple items you purchased, with installation not included. After reaching out to our service department, you received a quote and, after some time, agreed to proceed with the installation.
  Regrettably, it has come to our attention that the equipment could not be successfully installed, leading to the current situation.
  To resolve this matter amicably, we would like to offer a partial refund equivalent to half of the total installation cost. We believe this is a fair solution that demonstrates our commitment to customer satisfaction.
  If this resolution aligns with your expectations, please confirm your acceptance at your earliest convenience. Upon your confirmation, we will promptly process the refund.
  We sincerely value your business and appreciate your understanding as we work to address this issue to your satisfaction. If you have any further questions or concerns, please do not hesitate to reach out.
  Thank you

• Initial Complaint

  Date:03/21/2023

  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.

  During the Home and Garden Show in July 2022 @ ****************** representatives from Kokomo Grills talked to us about a Backyard bar and kitchen with a roof. Throughout the process the employees from Kokomo grills were adamant about the fact that their product was *** friendly and that ***'s could not deny the product as it is furniture because its not built in or attached to the home. After spending several hours talking and getting reassurance about their product we decided to purchase. We made our down payment of $10,000 for the $20,000 unit. We spoke to our salesman and his office rep over the course of several months afterwards letting them know how our project was going in anticipation of them starting to build our product. Eventually, we would not get return phone calls and the office rep ***** only continued to email to see if we were ready to start the build. We visited their East Mesa showroom twice talking to sales rep **** who ensured us that she would help us out. The original sales rep we met at the Home Show for the sale in July 2022 had become distant and unsupportive. **** came out to our home in March of 2023 to see what space we had for our unit and how it would potentially work within our ***. Giving the sales rep **** the *** rules she could not see how the product would work for us with the *** guidelines. We were able to speak with the original sales rep ****** again informing him that the unit would not work for us and that we were not interested in any other options. Our *** reviewed the company provided design and build of the product and determined that it would not work. The *** provided a denial letter to the company and the company refuses to provide a refund. We've attempted to reach out to the owner and emailed ********************************** with no response. The company uses predatory methods to get customers to spend their money and misrepresents Kokomo grills as if they are speaking for any homeowners association.

  Business Response

  Date: 03/26/2023

  To whomever this may concern, 

  The payment made was not considered a deposit since it was half down of the overall total this allows us to allocate materials and begin production of the bbq island. The build was brought to a halt on October 21st due to delays and issues with the pool and landscaping contractor. We were happy to work with the customer and allow the time necessary to get caught up. We made routine calls to make sure everything went according to plan. At this point we are willing to redesign a new bbq island that will meet the *** guidelines but unfortunately a refund of the initial payment is not an option.
  

• Initial Complaint

  Date:01/17/2023

  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.

  Purchased a grill on 1/16/2023 because the website advertised a year end sale for a 4 burner pro series at $2495. My husband went down to the store to buy it and thought the total price seemed high and looked at the receipt and we were charged full price. We brought this to their attention and they said they would not honor the price as advertised because we did not bring it to their attention. So I guess it's the customers responsibility to ensure they do their job and know what sales are going on? This is false advertising and predatory. They said all sales are final and they would not accept a return unless we paid 30 percent restocking fee and THEN they would try to give us the sale price which ends up being more in the end. This is just not right. They should honor what they are advertising.

  Business Response

  Date: 01/19/2023

  To whomever this may concern, after reviewing the details I will honor the price advertised that weekend and can refund the difference at our ******* store located at ***********************************************************************. Sorry for the inconvenience and hope to see you soon thank you. 

• Initial Complaint

  Date:01/03/2023

  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.

  So Kokomo Grills will not refund money for services that they never provided? This is a dishonest practice to say the least. They have discontinued communication with me and will not return emails or phone messages, but they have chosen to keep my money. The only solution provided is to put the money towards products that I do not need or want. I would assume and figure that any honest and reputable business would refund the deposit as none of it was used. This is a dishonest practice by Kokomo Grills. There is just no other way to describe this behavior. This is theft.  corner for the money. Kokomo Grills, aka Backyard Accents LLC, have only a few minutes of time invested in this transaction, but want to keep all the deposit. ***** (Zachs supervisor) was rude and argumentative (my calls are recorded as well). He refused to refund any money and would not give me his supervisor's name, contact phone number, or let me speak to anyone else. I have left several messages for *****, a supposed owner/manager, but no calls have been returned. My communication is with ***** but he does not return calls or emails, only telling me that ***** will get back to me on my request. At this point Kokomo Grills just wants to keep my $2000 and not return emails, phone calls or offer any assistance.

  Business Response

  Date: 01/04/2023

  To whom it may concern, unfortunately deposits are non refundable and can only be applied towards the purchase of new outdoor equipment or a BBQ island. 

  Business Response

  Date: 01/09/2023

  We believe to have provided the goods and services per our agreement every step of this installation was confirmed prior to our service date.  Unfortunately a refund for the custom parts and services is not an option. 

  Customer Answer

  Date: 01/12/2023

  I appreciate your response but I believe that you are truly confusing my case with someone else.  You stated We believe to have provided the goods and services per our agreement every step of this installation was confirmed prior to our service date.  Unfortunately a refund for the custom parts and services is not an option. In this case you never provided ANY good or services, certainly never did an installation or ever had a service date. No parts were ever utilized, much less custom parts. This does not apply to my case. We had a 5 minute meeting, and at no time did you ever come close to building the island, because the cost quickly got out of control. All I ask is my deposit refund, as outside of the 5 minute introduction meeting you have not incurred any other costs with this project. Its the honest thing to do. Thank you.