This has been one of the worse experiences we have been through in a long time. We purchased a top of the line grill in Sept of 2024. When they delivered the product the driver who was from Trinidad spoke the english language; however, his assistant spoke no english at all. During the install I was able to speak with the driver who was very pleasant and professional. He spoke about his former country and that he was a citizen of the United States. At this point I asked if his assistant was in the United States legally at which he replied, "No, he is from Venezuela and does not speak english."
The driver explained his assistant came in through the southern boarder illegally and made his way to Chicago. Once in Chicago he left due to the cold weather and came to Florida, where he was able to obtain an assistant position with Paradise Grills. The driver then asked me what I did for a living. Once I told him I was in law enforcement he laughed a bit and told his partner what I do for a living. His assistant upon breaking down one of many boxes then left the patio area and remained in the work truck. He never returned to help his partner nor did we have any conversation with him.
On Sept 17th, 2024, we had to have the company return due to the equipment not working properly. The two installers had to replace the entire interior of the grill; however, failed to install the burners correctly, Which left us with a grill that took over 30 minutes to warm prior to cooking.
Upon speaking with the sales rep Rick from the Boynton Beach location he stated there was nothing he could due and for us to call customer service. We did as instructed. I explained to Rick what occurred with the delivery guys and one of them being here illegally. Rick stated, "If you are to leave a review, please do not list that part of the employees being illegal."
When we spoke with the customer service they were rude, argumentative and unprofessional. After 30 minutes on the phone I had to hang up. One of the main issues in speaking with them was a fee of $250 for a service rep to diagnose the problem. It should be noted they just replace the entire interior of the grill on Sept 17th.
We made it through the holidays unable to use the grill. Due to this we ate the $250 fee and schedule for a service. On 1/23/25, a service rep responded. He diagnosed the issue as the vents were open for natural gas, so he closed them and advised it was the previous installers error. My wife asked the gentleman if there were other customers with the same complaint and issues. He then stated, "Yes there are many." We then contacted customer service to ask for a refund, due to the issues being with the their installers.
In speaking with the entry level call taker I asked to speak with a supervisor. She would not do as I asked until I explained the entire situation to her first. Once a supervisor was available, she heard my complaint and request and for a refund for the $250 due to the issue being their error. The supervisor was totally disrespectful to me and my wife, while talking to us like we were children. The conversation got so bad we had to just hang up.
In closing, after spending $15k with this company we are totally dissatisfied, upset and left with a product, which takes over 30 minutes to heat. We could of gone to Home Depot and purchased a$500 grill and had no problems. The customer service is absolutely horrible. The sales rep Rick paints a picture of utopia of how the product works, but in reality you are left with a product which is substandard.
DO NOT USE THIS COMPANY!!!!!! read more