Anonymous

Need remote wb3L

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Asked for remote replacement and availability barely received a email back in response. The only thing I was told is it's not available out of stock. When I asked when they may have more available the response was keep checking the website..not much help at all especially when they want $19 just for a cheap made remote. It was for a mini glo model fireplace. Found a remote on a different website unrelated to heat surge but had what I needed in stock.. useless customer service at heat surge
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Preferred solution: Let the company propose a solution

User's recommendation: Don't expect excellent communication

John H Weq
map-marker Seattle, Washington

Poor customer service

I have bought several heaters. One of them caught fire, I threw it out the door. The last when I got put out 1/2 the heat the old one dead. I called him in October 2021 to return it I didnt get return label until January 1922. I shipped it back. Now I am waiting for a refund its been almost 4 months. I will never buy another heater from them or recommend one. Heat surge please return my money now.
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Loss:
$127
Pros:
  • Would never recommend there product
Cons:
  • Dont last poor customer service

Preferred solution: Full refund

User's recommendation: January 1922. I shipped it back. Now I am waiting for a refund it’s been almost 4 months. I will never buy another heater from them or recommend one. Heat surge please return my money now.

Benita V Bsg

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Verified Reviewer
| map-marker Denver, Colorado

Status of order

I would like an update on order that was returned on December 9via fedex with return label that you sent me. I have never received any info after that. The heater wasnt working right. Please check into and let me know asap what status is. Thanks
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Preferred solution: Deliver product or service ordered

Thomas N Xzj
map-marker Omaha, Nebraska

Seemed to have no problem at the time of sale answering the phone but I need to jump through hoops to get a response from customer service

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No personal customer service via telephone contact except to receive payment of initial order and shipping information
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Preferred solution: New heat lamp

Anonymous
map-marker Columbia, North Carolina

Customer service

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Issue is not solved. One of there AUTHORIZED repairmen took my money and didn't fix anything. All heat surge said was "Good luck getting your money back!!". This company could care less about its customers and they refuse to fix what their AUTHORIZED repairmen screw up!!! Now I have to go through the hassle of filing legal papers.
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User's recommendation: Do not use this company!!

Larry S Fmy

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Verified Reviewer
| map-marker Gallatin, Tennessee

Parts

The only thing I'm mad about is that I can't contact you all for a part and that you won't take phone calls. Please make it easier to contact you in the future for all other customers. This will probably help a lot in the future.
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Loss:
$100

Preferred solution: Parts

User's recommendation: Allow phone calls

Jason L Xcf

They don't last long and hard to get fixed.

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They don't last. Chinese parts and NOT worth the money. If your lucky you get one to last 2 years. I have had several models and every single one has broke. It's hard to get parts and there are hardly any repair shops for them. NOT worth the money.
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Loss:
$1000
Pros:
  • Look nice
Cons:
  • Dont last poor customer service

Preferred solution: Honesty from the company that these are Chinese junk components inside. Every stove i have bought and the replacement have ALL broke.

User's recommendation: Don't waiste your money.

Anonymous
map-marker Washington, District Of Columbia

I need parts and I am unable to get them

I have a heat surge and tower and I need parts for both Items, please someone give me a call on how to purchase these parts and also how to install them.ThusT
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User's recommendation: This is not a easy company to get in touch with

Resolved
diane e Frl

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Verified Reviewer

Resolved: Can NOT use it!!!

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Updated by user Mar 18, 2021

Company fixed the issue and I have been provided with full refund.

Original review Feb 16, 2021
Today - Feb 16, 2021
My name is Diane Ezell - -I ordered the mini heat glo on Feb 8, with Chuck.
My phone is : 302-479-**** Email diane.ezell@***.net
Address: 2806 Shipley Rd Wilmington, DE 19810-****
Received the heat surge and tried to use it but turned out to be impossible!! Because of the restrictions concerning the electrical outlet to use.
We rent a very old house and there are NO 3 prong outlets except the one we asked to be added to the kitchen for the microwave.

Using that outlet after it failing with an adapter and surge protector, as the pamphlet said it did work in the kitchen but where there is NO need for it.
I need to know HOW TO RETURN the unit to you ASAP!!! And for you to receive it back so our money $197.00 can be returned and refunded.
I appreciate your immediate reply and answer to this unfortunate situation.
AND I suggest you lead with that bit of information in all of your future mailings because lots of older folks like us also live in 2 prong outlet homes.
Thank you an respectfully submitted, Diane Ezell
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Loss:
$197
Pros:
  • Fast delivery and nice cabinet on unit
Cons:
  • Terrible cannot plug in 2 prong outlet needs 3 prong

Preferred solution: Full refund

User's recommendation: DO NOT BUY OR WASTE YOUR MONEY !!!

Anonymous
map-marker Vail, Arizona

No response regarding returned heater that you received back on 5/3/21 n 5/3/21, as per tracking number.

.I sent back a heater that was damaged in transit to me. the tracking number says you received it on 5/3/21m, so what is going on. Am I going to get another or a refund??? Sad
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User's recommendation: Check for damages

1 comment
Guest

Same thing happened to me!

Resolved
JohnA G

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Verified Reviewer

Resolved: Lack of Response from Heat Surge Customer Care (not)

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Updated by user Jan 27, 2021

Company fixed the issue and I have been provided with full refund. Finally!!!

After a lengthy period, Heat Surge has credited our bank card account.While they FINALLY did the right thing, I would not recommend doing business with any company that only offers customer service through email, especially when expensive products are sold. JohnAG.

Updated by user Jan 27, 2021

Finally!!! After a lengthy period, Heat Surge has credited our bank card account.While they FINALLY did the right thing, I would not recommend doing business with any company that only offers customer service through email, especially when expensive products are sold....

Updated by user Jan 05, 2021

I was promised a refund. After shipping the unit back to Heat Surge, I received instead, a voucher for a new unit. I then contacted their “customer support” number(which they never answer), and left a message suggesting it would be in their best interest to credit my...

Original review Dec 16, 2020
We received our Heat Surge unit, unpacked it, read the manual, and followed setup instructions to the letter. The unit randomly shifted through all of the function settings with no command input from the onboard panel or the remote.

Immediately emailed Heat Surge customer care and received an acknowledgment of receipt and incident number...then, NOTHING! Apparently, Heat Surge Customer Care is an oxymoron...
Update: Finally!
Heat Surge customer care finally got in contact (almost immediately after we filed a payment dispute with our credit card company)...Heat Surge agreed to take back the faulty unit and make a refund...stay tuned...I will update this review with the final outcome....
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Pros:
  • Workmanship of the cabinet is beautiful
Cons:
  • Lack of concern for delivery of defective merchandise

Preferred solution: Full refund

User's recommendation: Do Not Purchase From Heat Surge!!!

2 comments
JohnA G

Finally!!! After a lengthy period, Heat Surge has credited our bank card account.

While they FINALLY did the right thing, I would not recommend doing business with any company that only offers customer service through email, especially when expensive products are sold. JohnAG

Guest

Heat Surge “Customer Service” has yet to contact us regarding the defective unit that we received. Today we filed a dispute for payment with our credit card company...

View more comments (1)
Anonymous
map-marker Dartmouth, Nova Scotia

Satisfied

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I bought my fireplace about 8 or 10 years ago. I have been pleased with the product. Unfortunately my fireplace just stopped working 2 weeks ago. Not complaining got my money's worth. I love the amish woodworking. Is there anyway i could buy a new insert for my fireplace, and can it be replaced?
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User's recommendation: Yes i would recommend this company.

Becky S Kwv

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Verified Reviewer

Heat srge unit purchased January 2012

I sent email on 2-11-2021 about unit not working on hi settings but have not received reply. Please contact me by email or phone for information on how to repair unit. 970-415-**** Thanks ,Becky Sanders
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Preferred solution: Let the company propose a solution

Donald P Cow

Service is very slow with no response, was mailed back a month ago and no response yet.

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Our Tower Heat Surge never worked from day one. Heat sent me a mail back slip, which it was mailed back about a month ago now. Still no response back from them. I would like a new Tower or my money back.
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Loss:
$297
Pros:
  • Very unsatified
Cons:
  • Servic not good with the tower unit

Preferred solution: Deliver product or service ordered

User's recommendation: I hope this is not a problem they have all the time or not.

Anonymous
map-marker Marfa, Texas

Made contact

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I am to send heater back and they will send me a new one. The blower motor would not run. i don't have any more to say
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User's recommendation: I am ok so far