KoKoMo Grills & BBQ Islands & Outdoor Kitchens — Restaurant in Phoenix

See updates We put a down payment on a bbq island at a home and garden show. They were very friendly and helpful which is why I'm not giving 1 star. My issue now is getting ahold of someone. A week and a half ago I called could not get ahold of anyone during business hours and was required to leave a voicemail. Since then no returned call. I tried a few days later and same thing, reached voicemail. Today I called every extension to try and get a hold of someone and all went to voicemail even operator. I left two voicemails, one for sales and one for existing order customers again.

UPDATE 12.27.17 After my review I received a call back from Rhonda in finance the following week, she was forwarded one of my voicemails I left on one of the extensions. Each time I called back using the finance line someone picked up which is promising. We got the answers we needed and everything set up so they can begin production. We also decided to go to the showroom to take a look at the bbq to take a picture of the back for our plumber, electrician and gas technician so everything is ready for delivery. When we got there they had so many bbq's in production which made me feel better that my initial worries with no return calls that they were going out of business was not true. It's actual seems far from the truth. Mark W. took us out to show us a few things and also made some suggestions on moving a few things around such as drawers and storage, etc. We also ended up getting a few other items added. He was very helpful and was not trying to push sales but help with our questions and offered suggestions that saved us a little money but we ended up just buying more to replace. Thank goodness for the visit, we feel a lot better. I will keep updating as I see fit for everyone else's peace of mind with this large purchase. I increased the stars from 2 to 3 and will update once everything is complete, hopefully to 5!

Update: Delivery day-March 9th I have called almost weekly to make sure our deliver was set for end of Feb for my daughter's birthday the first weekend of March, the week before they call and say sorry they didn't have anyone to deliver and would need to deliver middle/end of March. I was sooo disappointed. I told them that's unacceptable and I could move the party the next weekend so they needed to figure out how to get it here before, so they set the delivery date to the Friday before. The day before I called to confirm just to be safe and they said we are all set and deliver will happen at 9-10am, it's then 1045, I call back and the same receptionist answers and says, oh it's actually 12pm, THEN the delivery person calls within 30 min of that call and says 130 is the earliest. Super annoyed because I had the electrician, plumber and gas people scheduled so had to call and hope they came come later so all is set up for tomorrow. They finally arrive and everything was looking good, they were finishing up a few items so I went inside to get my paper to check on everything and they left without me signing off or checking anything. Sure enough, stuff was wrong, broken or needing touched up so calling on Monday to get them to come out to repair tile, stucco, right burner isn't working and they put in a single tap not a double tap.

Update: May 7th It has been since March 13th that I have been trying to get my items fixed, they took down all details on the 13th and said someone would call me to go over and nothing, a week later I called and they said they were just waiting for the parts to show up, I called a week later 3 -4times that week and no answer or call back from Travis the deliver person. FINALLY got ahold of Lena last week and she sent me to Travis's voicemail, left him two messages and no return call, called again this past Thursday spoke with Travis and he explained they were still waiting on parts to come in...come on 2 months for parts to come in??? Poor...

We bought ours and waited a few months to install (had to build the island first). First impressions were of good quality and good workmanship. I opted for the cast burners as they were a few more BTUs and lifetime warranty also added the sear burner to one side. After initial burn in (to get production oil off of the metal) it heated extremely fast, and got extremely hot. In a hurry. For a guy that has been using cart style grills for about ever now, it was a welcome treat to throw a 3lb bone in ribeye on the sear and finish on the burners. Temp control is a little dicey at first, you have to watch placement and burner temp closely. The first layer of defense is the ceramic bricks in steel trays which seem to distribute heat nicely. I have yet to find a “hot spot” on the unit. It all seems to be within my tolerance for even heating. Knobs provide positive feedback, not sloppy or loose, but not too tight either. The burners light up, first time, every time. The pull out drip tray in the front (lined with foil for ease of cleaning) is a nice touch, I don’t have to disassemble to clean any more. Fit and finish is what I would expect at this price point. I looked for a long time to find the right opportunity and built my outdoor kitchen around this piece. I am certain there are more expensive pieces available, and perhaps some better. But I am also convinced, there are far worse options out there. Besides, I can drive to Phoenix and chat up someone if it comes down to it…

Update…how prophetic my last comment seems to be. I almost had to drive to Phoenix…and chat. Started having serious concerns with the sear burner. Like flames shooting out of the control valve and burning the underside of the grill. Like wouldn’t light and made gurgling noises. Like when it finally lit, fireball extraordinaire. I resorted to lighting it with a long lighter but didn’t trust it. Dozens, no exaggeration, literally dozens of phone calls later they mailed a new burner out to me, to no avail. After I text them and mailed them video of the flames on the WRONG SIDE of the valve. After emails, text messages, and more phone calls they actively engaged in avoiding my calls, lying to me about having called me back and on and on. So I have a $2,000 grill that doesn’t work correctly and is dangerous. And no one will help. Turns out the only reason (which they admitted on the phone) they finally came to fix it was their crew was back in Las Vegas for another show. So not one to pass a good opportunity, I went to the show to discuss things in person without the drive to Phoenix. Everyone has a different attitude when you stand in front of them. With a line of potential clients standing around their exhibit they we extremely helpful and attentive…presumably to ensure potential revenue didn’t hear our exchange. Amazing how quickly you get service when its not over the phone and behind a keyboard…amazing in deed. Please don’t mistake this for a happy ending…the techs showed up at the house the next day (wow!) and only had 5 of the 6 items that needed replacement. 80% satisfaction is a good start. While they were standing in my yard THEY COULDN’T REACH ANYONE AT T HE OFFICE EITHER! The company won’t take calls from their own employees. They left and we were close to resolution. They had to mail the last part from HQ in Phoenix the following week. Now it works. But it took almost a year to get there. They will cash your check and charge your credit card, QUICKLY. Customer service is not in their vocabulary. In fact they told me on the phone they fired their customer service rep…not like I would know because they don’t answer the phone. Buyer beware. You have been warned. You may end up with a $2,000 boat anchor in your back yard. Except a boat anchor...

Absolute terrible customer service. Bought a spa and island at a home show..the spa salesman told us that we did not have to use chemicals in our spa to clean it that it had a new feature that makes chemicals not needed as my skins breaks out with chemicals. it is the only reason we bought this spa.. when delivered they told us the same thing..no chemicals needed..used it once and it was dirty and never self cleaned...called Kokomos and they said you have to use chemicals, we explained we were told we didn't have to when we purchased it...we asked them to return spa because I can't use...they would not..on top of that the spa had water in the main computer board and other multiple items wrong so we tried to get warranty work done..we live 2 hours away and after over 15 calls to get warranty done they scheduled us to be here no later than 11am..had to take off work to wait...at 1145 the guy called and said he was just leaving and is 2 hours away..i called back 20 minutes later and cancelled because I had to be back at work after wasting the whole morning.I also put $5k down on an island..when we bought the island they told us they gave us a discount because they already had all the items in stock but just had to wait a couple months to build it...so through this terrible customer service experience with the spa i called to cancel the island and get a refund before they started building it(over a month and a half before)..They said all sales are final and would not give me my money back because they said they used it to order all the parts...after they told us they discounted it because parts are in stock..so now they are just holding my $5k hostage...and to make it worse i call, email and text every day to get my spa fixed still...they sent a new control panel from manufacturer 3 weeks ago and said they would come up as soon as i got it...for the last 3 weeks i have called and texted and emailed the service manager David and the store manager with no response. This is the absolute worst buying experience I ever had and the worst customer service i have ever encountered...at this point i would be happy just to get my deposit back and find another company that can warranty the spa so I can sell it since I cant use it......PLEASE DO YOUR HOMEWORK AND DO NOT BELIEVE A WORD THEY SAY BEFORE YOU PUT 50% DOWN ON ANYTHING FROM...