Anonymous
map-marker Spokane, Washington

Trying to cancel my order

I ordered a Mini heater and decided to cancel the order and have my $197 refunded - They will not answer my many E mails nor will they answer a hone - I am afraid that they will send this order before I am able to cancel - I'm so frustrated that they will not respond to this - ridiculous - my phone 509-466-****
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Laysha Axe
map-marker Germantown, Maryland

Maintenance

The fireplace keeps going out and doesn't get hot.
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Anonymous
map-marker Denver, Colorado

Question answered

The Heat Surge representative who called me was wonderful. She answered all my questions so I knew what was going on with my heater. I have no complaints with this company at all. My heater is over 10 years old and it has been great having it. Thank you again so much for your help. I never was a pissed consumer. I only wanted to ask a question. Wish I would have gotten your name because you were fun to talk to and explained everything where I could understand it. Thank you so much.
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Anonymous
map-marker Denver, Colorado

Issue solved

I was called by a representative. They answered all my questions and I was completely satisfied Great company.
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Richard P Flu

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Verified Reviewer

Heater shuts off when placed on high heat

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I've had my unit for over 3-years and a few months ago when ever the heater is placed on high the units quits operating. Pressing the reset button on the back side will reset the unit but does not provide heat. Most disappointing. Its a great looking unit and easy to move around but it no longer functions as a heater. Wife uses it now to place her indoor plants on.
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Loss:
$350

Preferred solution: Diagram of unit. I hope to fix the unit with a diagram of unit.

User's recommendation: Don't expect this heater to last very long.

Marcia S Zjn

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Verified Reviewer

Heat Surge heater model W1BD

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I have purchased several heat surge products over the years. I ordered and received a new heater in March. It doesn’t work! The blower or fan doesn’t blow out any heat, even at the highest setting. I’ve tried to call about it several times and waited on hold for over an hour! In calling today I learn that you are closed. I am really disappointed in this last purchase and I just want to send it back and receive a refund. Please send me return shipping information! Thank You, Marcia Stuart P.S. You have my name as Marsha Stewart My address is 845 N 500 W, Brigham City, Utah, 84302
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Pros:
  • Very easy to move from place to place
  • Looked nice
Cons:
  • Customer service

Preferred solution: Full refund

mark d Igc

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Verified Reviewer

Defective heater

heat surge fireplace burnt electrical plug off overheating. Replaced plug with heavy duty plug moved unit to different location. Burnt up that outlet. Called heat surge they told me I had to get a certified electrician to check my whole house and garage electrical system before they would do anything. This system check would cost over 200 dollars. I have used this heater in both places for 10 years and I know system is fine. I wouldn't recommend there heaters to no one
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Preferred solution: Let the company propose a solution

User's recommendation: don't buy

David E Ccm

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Verified Reviewer

Absolutely the WORST customer service i have ever encountered

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I have been trying to have my unit shipped out to me since January 12th it is now March 19th..still have no shipping date! I've contacted them numerous times and have been given a multitude of lame excuses or down right ineptitude. I asked to speak with a supervisor and was told she wasn't available but would call me later that day..6 days later NO PHONE CALL STILL.. Iam now on hold again with "Customer Unsevice" for the 6th time and wrote all this while still on hold for 30 minutes... ABSOLUTELY *** SERVICE.
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Loss:
$300

Preferred solution: Deliver product or service ordered

User's recommendation: Don't buy from anything from this company. They are the WORST!!

2 comments
Gisella Yef

I to had ordered the heat surge mini trio back in February and still have not seen them.

Guest
reply icon Replying to comment of Gisella Yef

I recieved mine about 2 weeks ago(with broken remote) just before Ohio went into self isolation..It took repeated calls to a supervisor to finally get shipped..After the COVID-19 passes try customer service supervisor names Holly she eventually got to the bottom of it....good luck.

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Anonymous
map-marker Memphis, Tennessee

Heat surge fireplace return

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Purchased the heat surge heating/cooling tower. The item doesn't cool and the flames never go off unless you turn off the unit. The description said it would keep room cool, but it does NOT! Need to return it for refund.
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Robert O Lty

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Verified Reviewer

Charge and nver got product

Placed and orer and was charged $138 and never received the product called and message was we are closed
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Loss:
$138
Pros:
  • Floor model i previously bought in 2014

Preferred solution: Deliver product or service ordered

John L Zus

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Verified Reviewer

Don't buy it!!

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This is my third replaced unit which they sent us in 2016 which has failed!! The first two which were barely out of warranty broke and how this one died. Called heat surge who and explained this has happened more than m.j once who basically told me too bad and wo t send us a new one. My kids love it and we only use it for two to three months out of the year. Thks for nothing we will never buy it again and I will be telling customers to beware because heat surge doesn't care.
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Loss:
$300

Preferred solution: Let the company propose a solution

Karleen J Ydb

Trouble with heater

When you turn the heater turn off. You push the reset and it works a minute and the turn again,
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Preferred solution: Let the company propose a solution

Anonymous
map-marker Charlottesville, Virginia

Question about cleaning

I am showing a lot of webs inside of my Heat Surge fireplace. How can I remove the front glass to get inside to clean. Thank you
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sal c Ego

Do not buy don" meet elecric code

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iM am not satisficaed with product. request refund.
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Loss:
$250
Pros:
  • Would never recommend there product
Cons:
  • Unsafe
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Daniel P Qcw

Never buy

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my name is Daniel. I have bought 3 of the full size electric fireplaces. not one works now! worst thing I ever bought customer really sucks!
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Loss:
$5000
Cons:
  • Never buy
Reason of review:
does not work!

Preferred solution: Let the company propose a solution