This business is not BBB accredited.

Heat Surge LLC

Additional Locations

Phone: (800) 924-7964 Fax: (330) 966-3964 View Additional Phone Numbers 8000 Freedom Ave NW, North Canton, OH 44720 http://www.heatsurge.com View Additional Web Addresses ! There is an alert on Heat Surge LLC !


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

According to information supplied by the company, they are distributors of various household products including an electric fireplace imported from China with Amish crafted mantel made in the USA.  
 
   


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Heat Surge LLC include:

  • 215 complaint(s) filed against business
  • Business has failed to resolve underlying cause(s) of a pattern of complaints
  • Advertising issues found by BBB

Factors that raised the rating for Heat Surge LLC include:

  • Length of time business has been operating
  • Response to 215 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

215 complaints closed with BBB in last 3 years | 44 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 37
Billing/Collection Issues 0
Delivery Issues 57
Guarantee/Warranty Issues 19
Problems with Product/Service 102
Total Closed Complaints 215

Additional Complaint Information

Complaints for this company generally concern slow delivery or non-receipt of product, difficulty reaching customer service representatives, delays in obtaining refunds after returning merchandise, product quality issues, inability to get repairs or obtain replacement parts and advertising claims.

Inquiries and complaints with BBB regarding advertising claims have expressed that consumers do not feel that the product works as advertised and there seems to be a misconception as to how consumers are saving money on their heating bill. 

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Heat Surge LLC
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 2

Additional Information

BBB file opened: October 05, 2007 Business started: 06/07/2007 in OH Business started locally: 06/07/2007 Business incorporated 06/06/2007 in OH
Type of Entity

Corporation

Business Management
Mr. Rodney Napier, C.E.O.
Contact Information
Principal: Mr. Dave Baker, General Manager
Related Businesses
Universal Media Syndicate, Inc. Arthur Middleton Capital Holdings World Reserve Monetary Exchange, Inc Universal Commerce LLC Federated Consumer Products LLC
Business Category

FIREPLACES

Products & Services

Heat Surge LLC offers the following product(s): Mr Fat Free Fryer

Alternate Business Names
National Distribution Center Roll and Glow Fireplace
Additional Information

Consumers may call Customer Service at 1-866-282-6587, Mon-Fri 9AM to 5PM EST if needing assistance with a merchandise order.
 
Heat Surge LLC is affiliated with Arthur Middleton Capital Holdings, Universal Media Syndicate, Universal Commerce and World Reserve Monetary Exchange.  A separate report is available on these companies.


Customer Review Rating plus BBB Rating Summary

Heat Surge LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of F.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    8000 Freedom Ave NW

    North Canton, OH 44720 (800) 924-7964

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 9971

    Canton, OH 44711

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/1/2015 Advertising/Sales Issues
8/12/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased mini-glo heater approximately 6/4/15. Paid by check $139.00. Have not received as of today 7/16. Company says shipped 6/9, checking with UPS, they say do not have, never received this package for delivery.

Desired Settlement: Asking the company to refund my $139.00.

Business Response:
July 28, 2015

*** ***** *****    ***** **** *** ************ **  *****

 
Dear *** ******

 
We sincerely apologize for the inconvenience you have experienced with your order.

 
Rest assured, *** *****, the service you received is not typical of Heat Surge’s
level of customer satisfaction. The necessary steps are being taken to ensure
this type of situation does not reoccur. 

 
According to our records, UPS cannot locate the package we shipped to you, therefore, we
are processing a refund in the amount of $139 today. Please allow 3-5 business
days for the refund check to arrive.

 
If you should have any other questions or concerns, please contact me directly at

***** *********

 

Sincerely,

 
******* ********

Director of Compliance

8/6/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I order my Heat Surge Fireplace April 11, 2015. I finally receive fireplace May 23, 2015. But there was no instruction book and no remote which was supposed to come with it. They keep telling me the remote is back order and they the book but won't send it. 

Desired Settlement: All I want is the remote and instruction book & warranty which I have pd for nothing more. But they don't send it. 

Business Response:

July 21, 2015

*** ******** ********    **** ******* ** *** *** ******** **  *****

 

Dear M** *********
 
We sincerely apologize for the inconvenience you have experienced with your order.

 
Rest assured, *** ********, the service you received is not typical of Heat Surge’s
level of customer satisfaction. The necessary steps are being taken to ensure
this type of situation does not reoccur. 

 
Our records show the remote and manual were shipped to you on June 25, 2015.
Perhaps your letter and this shipment simply crossed in the mail. If this is
not the case, or if you have any other questions or concerns, please contact me
directly at ***** ********* 

 
Sincerely,

 

******* ********

Director of Compliance

 

6/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing today about a company using the name of Heat Surge.  I have copies of letters from them including the original ad placed in the ******* **** ** *********** ****** *** *****
The ad stated that the cost of electric is minimal. My bill however proves differently. My *** ****** bill went from $521 to $ 811. It cost me $3000 more for the season which as a senior of 88years it is more than difficult to pay.
After a while I received a letter from Heat Surge offering me a credit for the heater I can not use and for another $296 a new heater which will work as it should have. I will forward copies of all correspondence received including the ad that was printed in the newspaper.
My only resource is to reach out to you for help. My local court does not work outside the County. If you cannot help me I will contact *** *nd to place an answer to the ad in the ******* ****.
I would appreciate hearing from you and the status of my complaint. 

Desired Settlement: Refund

Consumer Response: Consumer would like a refund for the product she purchased. 

Business Response:
June 5, 2015

*** ***** ********   ** ********** ** *** ********* **  *****
 
Dear *** *********

 
We are sorry to hear that you are not satisfied with your purchase of the Heat
Surge Fireplace. 

 
Our records show your order was placed on November 12, 2013 and was covered by a
30-day money back guarantee. The only communication we received regarding your
purchase was a year later on November 14, 2014. Although your purchase is well
past the money back guarantee period, as a one-time courtesy, we are sending a
pre-paid postage label to you under separate cover to return the fireplace for
a refund. Upon receipt of your return, a refund will be processed within 3-5
business days.

 
Next, we would like to address your concerns regarding your electric bill. As the
advertisement explains, “Zone heating slashes heat bills: Notice how the home
thermostat is turned down to 59°. The left shows the Heat Surge Hybrid-Thermic
‘Miracle Heater’ blanketing the whole room with 74°of warmth.” There
is really no need to heat every room in your house if you are only occupying
one of them. This concept is called Zone Heating. When the Roll-n-Glow is
turned down to the standard setting, it uses only about 9ç of electricity per
hour. 

 
If you have any further questions or concerns, please contact me directly at
***** *********

 

Sincerely,

 

******* ********

Director of Compliance

6/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In Nov 2014 I ordered & received a stove from Heat Surge. It is too small. I called and ask for return slip. Since order is in my husband's name ****** who deceased in 2013, they asked for death certificate, which I faxed twice. They always gave some excuse. Now they are asking for Executor of Estate. I'm confused. I'm *****s wife. There is not executor of estate. Order * ********** Please help.

Desired Settlement: I just want to return stove and get my money back.

Business Response:
May 27, 2015

**** ***** ****   **** ***** ** ** ***** **** **  *****

 

Dear **** *****

 
We are sorry to hear of the loss of your husband and sincerely apologize for the
inconvenience you have experienced with your order.

 
It is a policy of Heat Surge to request legal documents in a situation where the named
account holder has unfortunately passed away or has become unable to handle
their own affairs. This is not intended as an inconvenience to the account
holder’s loved ones, but as a safeguard for their protection against fraud or
theft.  

 
Our records do not indicate that the appropriate documents have been received.
However, as a one-time courtesy, we are sending to you, under separate cover, a
pre-paid postage label to return the Heat Surge fireplace. Once the return is
received, we will process the refund within 3-5 business days.

 
If you should have any further questions or concerns, please contact me directly
at ***** *********

 

Sincerely,

 

******* ********

Director of Compliance

5/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased one of this companys fireplaces and their warranty and have had nothing but trouble since day one. The fireplace just shuts itself off. I have called over 50 times to have this issue resolved and have spent over 2 years time trying to get this situation resolved. I keep getting told a new unit will be shipped out and that i am to send the defective unit back. This company claims they have shipped me a new unit and has not done so. Now they are trying to blame *** for nondelivery and i have spent 4 months of hell getting nowhere. They will not ship a new unit, or file a claim with ***, and will not refund my money. DO NOT buy this product at all costs.

Desired Settlement: I want a replacement or a refund. Two years of my time wasted to this company cannot be replaced.

Business Response:
May 7, 2015

*** ***** ******   *** ******** ** **   *** ******* **  *****

 

Dear M** *******

 
We sincerely apologize for the inconvenience you have experienced with your order.

 
Rest assured* *** ******, the service you received is not typical of Heat Surge’s
level of customer satisfaction. The necessary steps are being taken to ensure
this type of situation does not reoccur.
 
Today, we are mailing a refund in full in the amount of $441 to the above address.
Please allow 3-5 business days for the refund check to arrive.
 
If you should have any further questions or concerns, please contact me directly
at ***** *********

 

Sincerely,

 

******* ********

Director of Compliance

4/22/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a heater from this company on March 17 which cost 296.00. When I didn't receive any email or delivery notice I called the company on April 9th which should have been ample time for me to be in receipt of my heater, The representative I spoke to was kind and said she sees that my heater is in the delivery process and I should hear some feedback in a couple of days. So now today a get a rude customer service representative with a chip on her shoulder who seemed to get annoyed with me for searching for my product that's taken in three days a month to not receive. First of all she can't locate my order, first she asked for my phone numbers in which she said is not listed, then I give her my order number she still cant find it then she asked for my address and she finds it and then puts me on hold for 10 minutes. She comes back to the phone and said it was just processed on the 31st, which mind you the other nice rep didn't say and that it can take up to 10-14 days to process from that date and lo and behold that date is today the 14th . so I then say to her I would like to cancel my order because this ridiculous for me to wait this long after I've paid my money and she in turns tells me its too late. I in turn say to her I want to speak to a supervisor and she puts me hold again only to say to me no supervisors are available right now and I'll have someone call you back within 48 hours. This is not acceptable and i just want my money back. I'm very annoyed how I am being treated and I think I was nice enough and they need to retrain their customer service reps.

Desired Settlement: I just want my money back, I feel violated and one thing I can't stand for is poor customer representation since I'm a customer service rep myself.

Business Response:
April 16, 2015

*** ******** *******   ***** ***** ** ** *   ********* **  *****
 

Dear *** *******,

 
We sincerely apologize for the inconvenience you have experienced with your order.

 
Rest assured, *** ******** the service you received is not typical of Heat Surge’s
level of customer satisfaction. The necessary steps are being taken to ensure
this type of situation does not reoccur.

In reviewing our records, we do not show any updates from the UPS tracking number
associated with your order. In light of this information, we have issued a full
refund in the amount of $296 to your ****** **count today.

 
If you should have any further questions or concerns, please contact me directly
at ***** *********

 

Sincerely,

 

******* ********

Director of Compliance

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complain* ** ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******** *******

4/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 1/3/2008 Bought a Heat Surge Amish Fireplace #2508915 paid $387.00.  It was to have a low heat program to save on electricity.  Since then have gotten many mailings and now some saying the unit is not as advertised.  10/14/2013 #169229 Ordered and paid for 2 micro furnace room mates paid $436.00 & $218.00 each.  Sent letter to return one as was not usable because the cord was to short.  All I got from the company was no can't return and then they said yes but would not give any return number or instructions to return for credit.  I want to return one unit for credit and a check to be issued in the amount of $218.00 owed the postage to return unless they sent a return paper work.  I am still getting letters asking me to buy more products but now I can't be sure if the 3 units I have any heat saving unit in them.  Need a return label to return one unit and a guarantee I will get my money back.  

Desired Settlement: Need a return label to return one unit and a guarantee I will get my money back.

Business Response: March 20, 2015

*** ******* *******    ***** ** ****** **   ********* **  *****

 
Dear Ms* ********

 
We sincerely apologize for the inconvenience you have experienced with your order.

 
Our records show the Heat Surge fireplaces were purchased on October 14, 2013. Although
your purchase was well past the 30 day money back guarantee period, on May 22,
2014, our representative authorized the return of the unit and provided return
instructions.

 
As a one-time courtesy, we are once again honoring your request to return the
fireplace for a full refund. Under separate cover, we are sending a pre-paid
postage label to return the unit. Upon receipt of the unit, a refund will be
processed within 3-5 business days.

 
If you should have any further questions or concerns, please contact me directly
** ***** *********

 

Sincerely,

 

******* ********

Director of Compliance
























4/7/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered EV3 on 2/13/15. Paid with debit card - $297.00. Wanted the oak color. Called company today 3/18 was told oak color was not available right now, however last week when company was called it was a shipping problem given as reason for not going out.

Desired Settlement: Would like the product delivered as promised.

Business Response:

March 20, 2015

*** ******* ******    **** ***** *******   ******** **  *****

 

Dear *** *******

 
We sincerely apologize for the inconvenience you have experienced with your order.

 
Our records show your order was shipped on March 18th and delivered to
you today, March 20th. 

 
We are certain you will be pleased with your purchase. However, if for any reason
you are not completely satisfied, please keep in mind your purchase is covered
by our 30-day money back guarantee.

 
If you should have any further questions or concerns, please contact me directly
at (3*** ********* 
 
Sincerely,

 

******* ********

Director of Compliance

4/7/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a product from Heat Surge LLC back in February, the 20th to be exact, I still have yet to receive the product. However their company still took my money within seconds of making the order. I have called twice to ask about my order and both times was told it should ship soon. The second time I call I told them I want the order cancelled and my money back, the customer service clerk told me they would send it to a supervisor and then hung up on me. This company is looking more and more like a fraudulent company, they have no regard for their customers on the phone nor do they tell you on their website that it can take months to receive your product. This company seems to just take your money and make up lies to cover their ass. This company should probably be investigated and have legal action taken upon them. I WANT MY MONEY BACK NOW and the order to be cancelled!! Also I want emails verifying the order has been cancelled and that my money is being refunded!

Desired Settlement: I want a full refund of the $547 which is the cost of the product, I paid $316.72 but for their crapy service and neglect to add many important details to their website, I want the full cost for my inconvenience. I want the order cancelled!!!! I also want emails telling me that the order is cancelled and that my money is being refunded!

Business Response:

March 20, 2015

M** **** *****    **** ********** ********   ********* **  *****

 

Dear *** ******

 
We sincerely apologize for the inconvenience you have experienced with your order.

 
Our records show your order was shipped on March 18th and delivered to
you yesterday, March 19th. 

 
We are certain you will be pleased with your purchase. However, if for any reason
you are not completely satisfied, please keep in mind your purchase is covered
by our 30-day money back guarantee.

 
If you should have any further questions or concerns, please contact me directly
at ***** *********
 

Sincerely,

 

******* ********

Director of Compliance

 

4/2/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 of the small model ******** and one of the EV2. I wanted to heat a new addition which is divided into 2 areas. one area is around 800 square feet and the other 200 square feet. I was told that these would heat the area with no problem. They arrived on Jan 21 and we were not able to use them until Feb 20. I used them for a little over a week and they did not heat the area as I was told they would. I had explained that I would not be able to use them until the addition was finished and was told their would be no issues returning them if they did not perform as expected. I called today Mar 3 to see about returning and was told tough luck it was past the 30 days. I now have 3 basically useless heating units that I spent over $600 on. I am not a happy customer and would not recommend doing business with them. one of the boxes has not even been opened.

Desired Settlement: I would like to return these and get my money back.

Business Response:
March 18, 2015

*** ***** *******    **** ***** *** **  
********* **  *****

 

Dear *** ********

 

We sincerely apologize for the inconvenience you have experienced with your order.
 

The details you have outlined of your experience with us are very concerning to us.
Heat Surge wants its customers to make a well-informed decision before placing
an order for any of our products.

Upon receiving your information, we reviewed your call with our representative
and found that the dimensions of the size of a room the Accent heater would accommodate
(18 X 18) were provided. At that time, it was decided amongst the parties on
the call with our representative, that the combination of the Accent fireplace and
Mini Glo fireplaces would be sufficient for the area in question. In addition,
the 30-day money back guarantee was explained near the end of the call and in
the closing of the call. 

 
We are sorry to hear that you are not satisfied with your order. Although your
purchase is past the 30-day money back guarantee, as a one-time courtesy, we
are sending two pre-paid postage labels to you under separate cover to return
the units for a full refund. Upon receipt of the return, your refund will be
processed within 3-5 business days.

 
If you should have any further questions or concerns, please contact me directly
at ***** *********

 

Sincerely,

 

******* ********

Director of Compliance

 

3/25/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 2/5/15 I sent check in amount of $296.00 *** * ***** *ayment in full for one new Heat Surge Touch Screen Heater.  My check has been cleared through bank as of 2/9/15.  When calling company I was advised it was shipped on 2/11/15 b* ****  I never have been able to talk to live person only automated service when I call.  All times that I have called I have not talked to live person nor have I received a return phone call.  Reviews show numerous people are in same predicament we are in.

Desired Settlement: Merchandise as advertised paid for and ordered or payment in full

Business Response:

March 10, 2015

*** ***** *****   **** ********* **   ************* **  *****

 

Dh,ear *** ****

 
We sincerely apologize for the inconvenience you have experienced with your order.

 
Rest assured, *** *****, the service you received is not typical of Heat Surge’s
level of customer satisfaction. The necessary steps are being taken to ensure
this type of situation does not reoccur.

 
A notification should have been received informing you of the delay of the Heat
Surge fireplace.

Our records show your order was shipped on March 9th and is scheduled
for delivery on March 11th. 

 
Thank you for bringing this matter to our attention. If you should have any further
questions or concerns, please contact me directly at  ***** *********
 

Sincerely,

 

******* ********

Director
of Compliance

 

 

3/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a heat surge electric furness. they sent a defective device with an e 2 error code. I called and told them the problem and was told to return the device. I did and it cost me $31.00 and they received the device via fedex on 1/30/15. and when I spoke to the customer service and requested my refund ,$232.00 and was told it would take 7-10 business days. instead of my refund , they sent another device that I did not ask for. I called them up and asked why they sent the device and got no answer. I requested a return sticker so that I would not have to pay any more money and the sticker still has not shown up. when I called back I was told that it was sent out 2/13 and I would have to wait until it showed up and then I would have to wait another 7-10 days for a refund. this situation is getting ridiculous and this is why I am filing a complaint. I even asked why the sent another device instead of my refund and they refused to answer the question. I don't know who else to complain to so this is why I am sending this to you. usually when I have a problem with some equipment or something there is no problem with resolving this with a service representative.

Desired Settlement: just have my refund credited to my bank account. they have this information

Business Response:

March 10, 2015

*** ******* *****   **** ***** **   ************* **  *****

 

Dear *** ******

 
We sincerely apologize for the inconvenience you have experienced with your order.

 
Our records show that a pre-paid postage label was sent to you to return the
replacement unit. Upon receipt of the replacement (March 6, 2015), a full
refund in the amount of $232 was issued to yo** **** ****ng in ***** 

 
Rest assured, *** ****** *** *ervice you received is not typical of Heat Surge’s
level of customer satisfaction. The necessary steps are being taken to ensure
this type of situation does not reoccur.

 
Thank you for bringing this matter to our attention. If you should have any further
questions or concerns, please contact me directly at (**** *********

 

Sincerely,

 

******* ********

Director
of Compliance

3/24/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Surge Heater on 2-17 and was told it would be shipped by 5-7 business days also that I wouldnt be charged on my credit card till it was shipped , on the 17th a got a text showing $129 was taken out of my debit card , When I hadn't gotten my heater by the 26th I called again and was told it was back ordered and wouldn't be shipped until March 4th but I again checked my credit card balance and seen another charge on the 24th , I called the Credit card Company to remove the 1st charge after talking to the Surge Heater Customer Care Dept and they told me the 1st charge was pending and no charge would hit until shpping date, wrong again, they also got rude and hung up twice on me .Today 3-3 -15 after I read terrible revierws of this Company and product I called and told them to cancel the order since it wouldnt be shipped until 3-4 and that wasnt what I was promised , They told me it was too late and I would have to refuse the order and it would take up to 10 business days to get my refund even though I wasnt suppose to be charged till shipping date , wrong again , If I treated My Customers like this I 'd be out of Business , I 'm sure this is one of Many complaints and I don't like to be lied to or misled , I hope this mnakes a difference for future Customers who consider this Company.Thank You so much for What You do,***** ******************** ****

Desired Settlement: Refund on Credit card and CUSTOMER Care needs training and shouldnt lie to Customers.

Business Response:
March 11, 2015

*** ***** *******   **** ******** ****** **   ********* ***** **  ***73

 

Dear Mr. ********
 
We sincerely apologize for the inconvenience you have experienced with your order.

 
Debit/credit card orders are pre-authorized upon placement of an order. The
pre-authorization process confirms that the card is valid and the funds are available
for your purchase. We do not actually secure the funds as payment until the
product ships. 

 
Our records show we secured the funds for your order on February 27, 2015 with your
order being delivered to you on March 4, 2015. At the time of your request to
cancel on March 3rd, the fireplace was already in transit to your
home. Upon delivery, we see that you refused the shipment, which was received
back at our facility yesterday, March 10th. A full refund is
currently being processed. Please allow 3-5 business days for the refund to
appear in your account. 

 
We became very concerned when we read of the inferior customer service you
received. Rest assured, Mr. ******** the service you received is not typical of
Heat Surge’s level of customer satisfaction and is simply not tolerated. The
necessary steps are being taken to ensure this type of situation does not
reoccur.

 

Thank you for bringing this matter to our attention. If you should have any further
questions or concerns, please contact me directly a* ***** *********

 

Sincerely,

 

******* ********

Director
of Compliance

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint I* ********* **d have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I'm sorry those are not the facts and I haven't seen a refund yet and they received the heater back last Friday and I emailed Customer service today and got no response at all ,they didn't wait for shipment to charge my card and double charged me and hung up on me when I questioned them and offered proof ,that's the facts and I don't agree to pay for shipping when they didn't deliver when promised ,this company has many bad reviews and complaints that the public deserves to know .thank You ,I hope this makes a difference.

Regards,

***** *******

3/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 4/1/14 Purchased 'Roll & Glow' heater.5/7/14 Unit not working. At Heat Surge direction, took to ******** *** *or repair. (1 hour travel each way, at my expense) Due to warm weather, no need to run unit until fall.11/19/14 Unit not working. called Heat Surge for replacement/satisfaction.12/1/14 called for shipping label. 12/8/14 shipped insert of heater back to Heat Surge.Follow up[ calls: 12/30/14, 1/22/15, 2/2/15, 2/4/15, was told delay due to back orders.Finally rec's replacement insert on 2/11/15. Used one day, stopped working.2/17/15 called for total replacement of unit. Was told EV2 would be replaced w/updated EV3.2/24/15 I shipped the entire unit back to Heat Surge. They rec'd it on 3/3/15.Called 3/9/15, 3/16/15 Unit still not in shipping state.As of 3/17/15 a.m., UPS does not show any item at their designation.

Desired Settlement: This has been nearly a year. I feel I have been quite patient. I have not had the use of a unit I have paid for.I would like the unit. If not that, then I certainly want my money back. In various discussions, I have mentioned the return of my money a couple of times but no real response.

Business Response:

March 20, 2015

*** ***** ******    ** ******** *   *********** **  *****
 

Dear *** *******

 
We sincerely apologize for the inconvenience you have experienced with your order.

 
Our records show your new unit is scheduled to be delivered to the above address on
Monday, March 23, 2015.

 
Rest assured, *** ******, the service you received is not typical of Heat Surge’s
level of customer satisfaction. The necessary steps are being taken to ensure
this type of situation does not reoccur.

 
Our records show your new unit is scheduled to be delivered to the above address on
Monday, March 23, 2015.

 
Thank you for bringing this to our attention. If you should have any further
questions or concerns, please contact me directly at ***** ********* 

 
Sincerely,

 

V****** ********

Director of Compliance

 

Consumer Response: N[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******

3/11/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On February 9th, I placed an order for a fireplace with this company. On February 11th, the amount was posted to my credit card. On February 12th, a label was created with UPS. When I called UPS they told me the package was still in Heat Surge's warehouse (as of February 27th.) Heat Surge has given me a different reason each time I have called as to why this package has not been delivered. One of the "reasons" was UPS was unable to get to the facility because of the weather. We talked to UPS today and they told us that is not the case. They are noting no weather exceptions in this area. Another lady today said it took ten business days for delivery (from Canton, OH to *********** **?????????) I think not!!!! Can you help us get our fireplace? We are becoming very nervous about the reliability and honesty of this company.

Desired Settlement: We would either like this unit shipped immediately or our money back. We would prefer the unit because we are afraid it would take months to get a refund.

Business Response:

March 10, 2015

*** ***** ******   *** ******** **   *********** **  *****

 

Dear Mr. ******,

 

We sincerely apologize for the inconvenience you have experienced with your order.

 

It is our policy not to bill an order until the merchandise is shipped. In light
of your information, we are investigating the circumstances surrounding your
order to prevent any future occurrences of this nature.

 

Our records show the order shipped on March 3rd and was delivered to you
on March 4th. Rest assured, Mr. ******, the service you received is
not typical of Heat Surge’s level of customer satisfaction. The necessary steps
are being taken to ensure this type of situation does not reoccur.

 

Thank you for bringing this matter to our attention. If you should have any further
questions or concerns, please contact me directly at (**** ********.

 

Sincerely,

 

******* ********

Director
of Compliance

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below:

We have now received the heater but are very disappointed that we were given so much conflicting information over the shipment of the heater.  We can understand delays happen but just tell the customer and let them know what is going on (and do not process the payment until shipment is made).  Almost everyone we talked to gave us a different reason why we had not received the heater even blaming it on the weather (funny that UPS said that was not the case when we called them).  If you want to stay in business you had better change your practices.  Makes us very nervous about trusting this company again.


Regards,

***** ******

3/10/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We ordered a Heat Surge Efficiency Plus heater by check #**** for $139.00, dated February 1, 2015. This check was deposited on February 5, 2015. The advertisement said the heater would be shipped immediately. We still didn't hear anything by February 22, 2015 so we sent an email to **************************** (Arthur Middleton Capital was the name stamped on the back of our canceled check when it was deposited.) We asked them in the email to check on the status and respond to us. We never heard anything, so we called the company at phone number (330) 966-9000 on February 25, 2015. We got a voice mail and left a message explaining that we need to find out about our order and gave them our account number from the advertisement (**********). We looked them up on your BBB site and saw a lot of bad reviews regarding this company. One of the complaints had a phone number (**** ******** belonging to the Director of Compliance for the company. We left a message on their voice mail on February 26, 2015. We still have heard nothing. Can you help? Thank you very much.******* ** *********** ********** **** **************** ** ********** ******** ******* ***** ******** ******

Desired Settlement: We would like to get our money back.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* *******

Business Response:

March 10, 2015

*** ******* *******   **** ********** **** ****   ************ **  *****

 

Dear Mr. *******,

 

We sincerely apologize for the inconvenience you have experienced with your order.

 
A notification should have been received informing you of the delay of the Heat
Surge fireplace.

Our records show your call was returned on March 2nd, at which time, the
order was cancelled per your request. A full refund in the amount of $139 was
mailed to you on March 2, 2015.

 

If you should have any further questions or concerns, please contact me directly
at ***** ********.

 

Sincerely,

 

******* ********

Director
of Compliance

 

 

 

 

2/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Nature of complaint to BBB Canton, Ohio concerning Heat Surge product ordered.  Ordered Heat Surge Oct 15 2014 account number ******* in the amount of $139.00 Check number ****.  Received the product on Oct 23 2014 decided the unit was too small for a bedroom. Called talk with ******* for returning address, processing center **** ***** ** ** ********* **** *****.  Sent *** on the 23rd of Oct 2014 and refund would be sent 8-10 weeks later.  As of Jan 29 2015 I haven't received a response or refund.

Desired Settlement: Refund $139.00

Business Response:
February
19, 2015

*** ***** ******   ****
***** ****** ***   ****** **  *****

 

Dear
Ms. *******

 

We sincerely apologize for the inconvenience you have experienced with your order.
 

Occasionally, we will receive returns without any identifying customer information on or inside the package, such as a name, address, customer number, or order number. Unfortunately, without this information, we are unable to process a refund. In the event this occurs, we keep a record of the item returned with the postmark showing the
date, city and state from which the merchandise was returned.

 

Upon receiving your information, we were able to match the date of your return, item returned, and originating city and state to locate your return. An immediate
refund was processed and mailed to you on February 18, 2015.

 

Thank you for bringing this matter to our attention. If you should have any further questions or concerns, please contact me directly at (**** ********.

 

Sincerely,

 

******* ********

Director
of Compliance

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******

2/14/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a heat surge heater in Feb 2014. It never worked so I called the company, they give me a warranty number and told me to send it back for a new replacement one. I did that. I never heard nothing so I call on Nov. 13, 2014 to make they recieved the returned heater. Yes they had and I should expect a new one in 7 - 10 days. It is now going into Feb. 2015 and I still have not received my new heater. I call every week and I keep getting told another 7 days, but they have put a rush on it. I have told them the last two times I have talked with them to ship the new heater or return my money. I love the heater but will never buy another one off these people.The last time I spoke with them they were suppose to email me a delivery date of 2-3 day. Never heard from anyone.

Desired Settlement: I Want my heater or refund asap. Not in two weeks or a month or another four months.

Business Response:
January
30, 2015

*** ****** *** ****  
**** * ****** ****

************ **  *****

 

Dear
*** *** *****

 

We sincerely apologize for the inconvenience you have experienced with your order.

 

Our records show your replacement unit is being prepared for shipment. Please allow
7-10 business days for del
Msivery.

 

Rest assured, . *** ***** **e service you received is not typical of Heat Surge’s
level of customer satisfaction. In fact, because you experienced such a delay,
we are also sending under separate cover a refund in full.

 

Thank you for bringing this matter to our attention. If you have any further
questions or concerns, please contact me directly at (330) 244-8164.

 

 

Sincerely,

 

******* ********

Director
of Compliance

 

 

2/6/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I mailed a check payable to HS Payment Processor on November 10,2014 for a Heat Surge heater. The check was cashed on November 14, 2014. To date I still have not received the heater or received any notification of a delivery date. I want the product advertised or a full refund. If this was a mailing scam....what steps can I take to get the money back. Thanks

Desired Settlement: Want a full refund or product.

Business Response:

January
22, 2015

Mr.
***** ****    ****** *** ********* ****

********** **  *****
 

Dear
*** *****

 

We sincerely apologize for the inconvenience you have experienced with your order.

 

The Heat Surge EV3 Roll N Glow fireplace was temporarily out of stock. A notification should have been received explaining the delay of your order. Our
records show your order was shipped on January 14th and delivered to you on January 16th.

 

We trust you are satisfied with your purchase. If this is not the case, or, if you have any further questions or concerns, please contact me directly at
(**** ********.

 

 

Sincerely,

 

******* ********

Director
of Compliance

2/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered the Heat Surge Mini Glo heater Oct 2, 2014.  When my cancelled check was returned I called heat surge to ask why my heater had not been received.  I was told that the check was cashed 10.15.14 but the order was not processed.  The representative re issued the order with a new date of 11/26/14 and expected delivery date of 12/29/14.  When it was not received by that date I called again and ***** gave me the UPS shipping code *********** and I was told the heater would be shopped in 72 hours.  I called back the next day and was told the package was on the dock waiting to be picked up ******************.  The following day I was told the package was in Omaha.  I finally received it January 7 2015 exactly 3 months after I ordered the heater.

Desired Settlement: The person who did not process my order in October should be reprimanded or fired after waiting 3 months I should be reimbursed for the cost of the heater

Business Response:

February
3, 2015

*** ****** ******    **** * **** ** ****** **  *****

 

Dear Ms. *******

 

We sincerely apologize for the inconvenience you have experienced with your order.

 

Rest assured, Ms. ******, the service you received is not typical of Heat Surge’s
level of customer satisfaction. The necessary steps are being taken to ensure
this type of situation does not reoccur.

 

We are processing a full refund in the amount of $139. Please allow 7-10 business
days for the refund check to arrive. You may keep the fireplace as a gift from
our company.

 

Thank you for bringing this matter to our attention. If you have any further
questions or concerns, please contact me directly at ***** ********* 

 

 

Sincerely,

 

******* ********

Director
of Compliance

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait l for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ******

2/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: we ordered our heat surge on 4/19/11 it worked for about 2 yrs they replaced it 2 wks ago it stopped working too.we called the co. they gave info on how to get it heating again. WOULD ONLY RUN ABOUT 15 MINUTES BEFORE TURNING OFF.this problem needs to be addressed, we can`t buy a heater every 2 yrs, we are on a fixed income .for the price it should have been a much better product.the co. should send us a NEW heater,(one that will last longer than 2 yrs).we are not being unfair we just want the product we paid for to work,so would anyone else. ****** ****

Desired Settlement: we just want another heater

Business Response: February
2, 2015

Ms.
****** ****  

*** *****

********* **  *****   **** *** *****

 

We sincerely apologize for the inconvenience you have experienced with your order.

 

Our records show your purchase was made on September 8, 2008. Per our guarantee, the
purchase was covered by a free one-year replacement warranty. In addition, you purchased a 
2-year warranty at an additional charge, which covered the unit through September 2011.

 

According to our records, we sent a replacement unit to you free of charge in April 2011.
As a one-time courtesy, we are sending a brand new insert to you under separate
cover. Please allow 7-10 business days for the unit to arrive. No future requests for a
replacement will be honored.

 

If you have any further questions or concerns, please contact me directly at ***** ********* 

 

 

Sincerely,

 

******* ********

Director
of Compliance

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** **** </

1/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My mother paid to have a replacement heater from Heat Surge. She sent the check last February. They have cashed the check. We have called and emailed them. No one will help her. At this point she just wants her money back. The check was for $259.00.

Desired Settlement: ******* ******* **** ** *** ******** ***** *****

Business Response:

January
15, 2015

*** ******* *******    **** ** ***

********* **  *****

 

Dear
*** ********

 

We
sincerely apologize for the inconvenience your mother has experienced with her order.

 

Rest
assured, Mr. *******, the service she received is not typical of Heat Surge’s
level of customer satisfaction. The necessary steps are being taken to ensure
this type of situation does not reoccur.

 

In
reviewing our records, we do show the cancellation of the order on April 24,
2014. However, upon cancellation, the system did not automatically generate a
refund as it should have. This error has been corrected and a full refund is
being mailed today.

 

Thank
you for bringing this matter to our attention. If you have any further
questions or concerns, please contact me directly at ***** ********.

 

 

Sincerely,

 

******* ********

Director
of Compliance

 

 

 

1/27/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a fireplace on October 1, 2014. approx 8 weeks after the order i got an e-mail that they couldn't ship the product because they did not have my address.?????? I called them and they informed me that the unit I ordered had been discontinued. I was upset so they told me they would check the warehouse to see if they might have one there. I was told they did have one there, and they would be shipping it to me. i Kept checking back and I kept getting the same story. I will check with the warehouse, or they would say I will e-mail my supervisor and get back to you. I have never received a single call from anyone there. and when I call them their attitude is like what nerve I have to keep bugging them about this. I called again today and asked instead of e-mailing the supervisor that I speak to the supervisor and was told that was impossible because the supervisor was in another location. about 3 or 4 weeks ago they debited my checking account twice for this product, causing a purchase I was making with my debit card to be denied!!! Needless to say I am extremely upset and it just doesn't seem important enough for this company to resolve this issue. In the meantime I am out the price of the fireplace (which I ordered for winter) and have exhausted all attempts to resolve this with the company. This is my last resort.

Desired Settlement: I would like this fireplace shipped ASAP if they do not have this model then they need to send me an upgraded model with all accessories. I would also like to be compensated for all the time my son and I have spent on the phone trying to resolve this issue. we do not have unlimited minutes on our phone'so we have had to pay to add minutes to our phones just because we have used so many minutes trying to resolve this.

Business Response:

January
9, 2015

Ms.
**** ****   

***** ******* ***

******* **  *****
 

Dear
M** *****
 

We
sincerely apologize for the inconvenience you have experienced with your order.

 

Our
records show the fireplace was delivered to you on January 7, 2015, and per
your conversation with our representative, you have confirmed receipt of this shipment.

 

We
trust you are satisfied with this purchase. However, if for any reason you are
not completely satisfied, please keep in mind your purchase is covered by a
30-day money back guarantee.

 

Thank
you for bringing this matter to our attention. If you have any further
questions or concerns, please contact me directly at (**** *********

 

 

Sincerely,

 

******* ********

Director
of Compliance

 

 

 

 

 

 

 

1/21/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Heat Surge at 1-800-924-9964 at least 15 times or more since July and I even had the extended warranty but it expired Oct 12 2014.  I am even out the $67.00 I paid for the extended guarantee and ll they did was give me the run around.  First they told me to call HSN naturally I called them and that was a waste of time as I expected.  They told me to call Heat Surge and thats when my calls started to them which was a waste of time also.  They told me to cal* ***** **** ** ********** and maybe they would replace it naturally they wouldn't .  Then they told me to call *****r to fix it at sweeper city at ************ but they wouldn't fix it because I didn't have a warranty number, which Heat Surge wouldn't give me.  I called there at least 5 times but to no avail.  About three weeks ago they started sending me letters to buy a new one and they would give me $177.00 off on a new one and I could even keep the old one.  What good is that it doesn't work.  I told them they should give me a new one and they sent me back a letter to trouble shoot the heater which I've already tried at least 10 times.  It still doesn't work. I called them the one time and I talked to ****** *nd she told me my warranty was up Oct 13.  Then I called ***** **** to no avail.  Ten minutes later I called back and ask for ****** *** the girl said shes not there, she is on vacation.  I told her I just talked to her 10 minutes ago, then she said there's 2 ******* working there and she has no record of me having a Heat Surge.  I told her there the biggest bunch of liars I've ever done business with and she hung up on me that time.  I've talked to different people and they all got ripped off by this company.  the should be shut down.  The unit is made in china, yet they tell the people it's amish made.  I didn't know we had amish in china.  I hope you can do something for me.  Thank you *** ****** ******  

Desired Settlement: I would appreciate it even if they fixed the old one that I had a warranty on but I would rather have a new one because old one was junk.  It worked about 2 months.

Business Response:
January
12, 2015

*** ******* ******   

**** ****** **

E********* **  *****
 

Dear
Ms. *******
 

We
sincerely apologize for the inconvenience you have experienced with your order.

 

Rest
assured, *** *****r, the service you received is not typical of Heat Surge’s
level of customer satisfaction. The necessary steps are being taken to ensure
this type of situation does not reoccur.

 

To
avoid any further inconvenience to you, we are processing a refund in full in
the amount of $401.20 for your purchase. Please allow 7-10 business days for
the refund check to arrive. In addition, we also ask that you discard the unit.

 

Thank
you for bringing this matter to our attention. If you have any further
questions or concerns, please contact me directly at ***** *********

 

 

Sincerely,

 

******* ********

Director
of Compliance

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* *nd find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ******

1/20/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Sent check on 11/10/14, cashed on 11/17/14. Ordered Heat Surge from mailing received. Called 12/30 about delivery. Would not give a tracking #, said was shipped on 11/17/14 by UPS, but customer has not received, UPS needs a tracking # to check on it.

Desired Settlement: Customer wants a refund of $159.00.

Business Response:

January 2, 2015

*** ****** *****  

2** ******* ***** **

************* **  *****

 

Dear *** ******

 

We sincerely apologize for the inconvenience you have experienced with your order.

 

Our records show your order of the Heat Surge Mini Glo fireplace was delivered on November 19, 2014. Per our conversation, the order was delivered

to **** ***** ** ** ******* ***** **, and the order will be picked up at that address.

 

If you have any further questions or concerns, please contact me directly at ***** *********

 

 

Sincerely,

 

******* ********

Director of Compliance

 

1/20/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: To whom it may concern I received in the mail to purchase another Heat Surge from HS Payment Processor PO Box 9971 Canton Ohio. With a instant rebate I mailed a check with my order for $159.00 on Nov 29 2014. However they cashed my check but they have not mailed my Heat Surge to me. I checked toll-free 1- 866-942-3201 for a answer with no results.. I understand that a number of complaints about this company by not delivering heater after cashing check . Is their anything I can do to receive heater or money returned? Thank you **** ** ********** **** ***** *** ***** ****** **** ***** *** *** **** Enclosed please find claim form.

Desired Settlement: Is their anything I can do to receive heater or money returned?

Business Response:

January 2, 2015

*** **** ** **********  

**** ******** **

******* **  *****

 

Dear *** ***********  

We sincerely apologize for the inconvenience you have experienced with your order.

 

Our records show your order of the Heat Surge Mini Glo Fireplace was delivered to you on December 22, 2014. Per our conversation today, you have confirmed receipt of the shipment.

 

If you have any further questions or concerns, please contact me directly at ***** *********

 

 

Sincerely,

 

******* ********

Director of Compliance

 

 

1/20/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered/paid for a heater on November 28th, to be delivered to my son's home in ************ **. It's been SEVEN WEEKS tomorrow, and NO heater has been delivered. I've contacted Heat Surge Customer Service department at least once a week for the past four weeks, asking them to PLEASE put in a claim with UPS for the lost heater. They finally agreed last week, and UPS said it's willing to overnight a new heater to my son, with expedited shipping at their cost, if Heat Surge would give them the Go-ahead. The Heat Surge people claimed no knowledge of this when I called them yesterday, but promised to get back to me by the end of the day. Instead of their getting back to me, I rec'd an e-mail this afternoon which said "Our records indicate that you spoke with one of our Client Satisfaction Representatives on 1/7/15, in regards to this matter. Please let us know if we can assist you further." Since they haven't assisted me yet, I really don't know how to respond to such an inane statement. I e-mailed back to tell them that I was turning this over to you. My son's family has needed a heater for these past seven weeks. Now it's about ten degrees in CT, and still no heater. If they would only work this out with UPS, I think it could be handled easily enough, because UPS is assuming responsibility for having lost the heater. But the Heat Surge people are being anything-but-helpful, and my patience has run thin. I have two little granddaughters whom I'm trying to help by providing a less expensive source of heat, but the Heat Surge folks obviously don't care about their customers. Can you do something to help us please?

Desired Settlement: I want a new heater delivered to my son's house NOW, at UPS' expense, which they have indicated they're willing to do.

Business Response:
January
14, 2015

Ms.
***** *********   
***
******* ****

********* **  *****

 

Dear
*** **********

 

We
sincerely apologize for the inconvenience you have experienced with your order.

 

Rest
assured* *** *********, the service you received is not typical of Heat Surge’s
level of customer satisfaction. The necessary steps are being taken to ensure
this type of situation does not reoccur.

 

Our
records show, per your request, another fireplace is being sent to your son’s
address in ************ *n fact, this shipment left our facility yesterday, January
13th.

 

Thank
you for bringing this matter to our attention. If you have any further
questions or concerns, please contact me directly at ***** *********
 

 

Sincerely,

 

******* ********

Director
of Compliance

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution issatisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

The heater was delivered on January 15th or 16th, so this complaint is resolved.

Regards,

***** *********

1/20/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Received rebate offer to purchase another Heat surge fireplace. Payment/check for 296.00 was sent and cashed. It is now 30 days and I have not received product. Do not have a number to contact company for refund. Please assist.Check and order was mailed to * * *** ***** ******* ** *****

Desired Settlement: If unable to receive product would like a full refund.

Business Response:

January 2, 2015

*** ******* ****  

*** **** **** ** ********* **  *****

 

Dear *** *****

 

We sincerely apologize for the inconvenience you have experienced with your order.

 

The Heat Surge EV3 Roll N Glow fireplace was temporarily out of stock. A notification should have been received explaining the delay of your order. However, we have just received our shipment and have placed your order at the front of the line. Please allow 7-10 business days

for your fireplace to arrive.

 

Thank you for your patience. If you have any further questions or concerns, please contact me directly at ***** *********

 

 

Sincerely,

 

******* ********

Director of Compliance

1/20/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Heat Surge from them on 10/29/2014. My check #**** for $ 296.00 was deposited on 11/03/2014. I have a copy of the check where it has cleared the bank and I still havent received the Heat Surge and it is 12/18/14. I want the heater or my money back but dont know just how to get in touch with them. If you would please tell me what I need to do. Thank you

Desired Settlement: Refund my money or ship the heater.

Business Response:

January 2, 2015

*** ***** ********  

** *** ***

****** **  *****

 

Dear *** *********

 

We sincerely apologize for the inconvenience you have experienced with your order.

 

The Heat Surge EV3 Roll N Glow fireplace was temporarily out of stock. A notification should have been received explaining the delay of your order. However, we have just received our shipment and have placed your order at the front of the line. Please allow 7-10 business days

for your fireplace to arrive.

 

Thank you for your patience. If you have any further questions or concerns, please contact me directly at ***** *********

 

 

Sincerely,

 

******* ********

Director of Compliance

1/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A lot of times I have talked to a ***** also a ***** plus lot of other people who did not give me their names.  They have cashed my check, which I have a copy if needed, they cased it on Oct 27, 2014.  They are telling me as of Dec 17 that they sent me the check which is not true.  All I want is my money .  I've expressed it to them many times wither that or they can send my stove back to me.  I'm very upset that a company would do this to a person.  I have all my papers when I contacted those people they blow it off. 

Desired Settlement: Just want my money back or send the stove back

Business Response:

December 30, 2014

*** ***** *****   ** ***** ** *********** **  *****   **** *** ******

 

We sincerely apologize for the inconvenience you have experienced with your order.

 

Our records show the original refund was mailed to an incorrect address. Per your conversation with our representative, another refund check was processed and mailed to the correct address: ** ***** *** *********** ** ***** on December 23, 2014. Perhaps your letter and the refund simply crossed in the mail.

 

If this is not the case or, if you have any further questions or concerns, please contact me directly at ***** ********.

 

 

Sincerely,

 

******* ******** ******** ** **********

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 

The reason I am answering this response is they are covering up for theirselves. As I told you in my letter to you. My husband passed away 15 months ago. I ordered the stove. UPS delivered it one day, I had them to pick it up on the very next day when I didn't hear from them. They started telling me my husband bought the stove and I didn't. I have a copy of the check here where I wrote it out and signed it. They are lying to you. But yes they sent a check after BBB contacted them. But they wrote it out to my husband that has been dead for 15 months. I went ahead and signed it and deposited it. I want nothing more to do with that company. 

Regards,
***** *****

12/31/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a heat surge touch screen heater by mail on 11/3/2014 from a rebate notification letter issued by HS PAYMENT PROCESSOR NOTIFICATION DEPARTMENT 8000 Freedom Ave NW North Canton Ohio 44720. As of 12/15/2014 I have not received my heater,any confirmation notice and no shipping or delivery date. I have not heard anything from the company, but the check cleared the bank within a few days after I mailed it in. The reference # on the letter is ********** There was no phone # or email address on the letter. If they cannot ship me the product that I ordered, I want my money back of $296.00 the full amount of my check * *****

Desired Settlement: Product that I ordered or a full refund of my $296.00 that I. paid them

Business Response:

December 30, 2014

*** ******* ******   

*** *** ****** **

********** **  *****

 

Dear *** *******

 

We sincerely apologize for the inconvenience you have experienced with your order.

 

The Heat Surge EV3 Roll N Glow fireplace is currently out of stock. A notification should have been received explaining the delay of your order. Because the item is not available, we cancelled your order and processed a refund in full. Your refund check was mailed to you on

December 18, 2014.  

 

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at ***** *********

 

 

Sincerely,

 

******* ********

Director of Compliance

 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ******


 

 

12/31/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We received a recall letter for a Heat Surge heater we purchased in 2013. They ask that we send a check in the amount of $296.00 to them and we would receive another heater in its place plus a check in the amount of $318.00. Our check for $296.00 cleared our bank on November 7, 2014 and we have heard nothing to this date December 2, 2014. Thank you for your help in this matter.

Desired Settlement: Either what they promised or a refund in the amount of $296.00 for the check we sent them.

Business Response:

December 17, 2014

*** ****** *****  

*** * ******** **

O** ****** **  *****

 

Dear Mr. ******

 

We sincerely apologize for the inconvenience you have experienced with your order.

 

The Heat Surge EV3 Roll N Glow fireplace is currently out of stock. A notification should have been received explaining the delay of your order. Because the item is not available as of this date, we are cancelling your order and processing a refund in full. The refund check will be sent via overnight delivery on Thursday,

December 18th.

 

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at ***** *********

 

 

Sincerely,

 

******* ********

Director of Compliance

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint I* ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** *****


 

 

12/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: got notice of a rebate to receive a new HS efficiency plus touch screen. sent money and received old style heater. am continueing to get rebate offerss..

Desired Settlement: want new HS heater as advertised.

Business Response:

November 26, 2014

*** ***** ******   

** ***** **

****** **  *****

 

Dear *** *******

 

We sincerely apologize for the inconvenience you have experienced with your recent order.

 

Our records show the order form returned (see attached) was for our Heat Surge Efficiency Plus with super advanced Hybrid-Thermic heat technology.

 

Under separate cover, we are sending a pre-paid postage label to return the unit you received. We will gladly exchange this item for the Heat Surge Efficiency Plus Touch Screen. Please allow 7-10 business days from the date we receive your return for the new unit to arrive.

 

If you have any further questions or concerns, please contact me directly at ***** *********

 

Sincerely,

 

******* ********

Director of Compliance

11/26/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered Heat Surge in October. Paid by check $296.00. Was told it would take about 10 days. Last contacted the company on 11/7/14. Still have not received the heater.

Desired Settlement: Heater as promised.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** *******


 

 

Business Response:

November 26, 2014

*** ****** *******  

**** ******* *d

******** **  *****

Dear *** ********

We sincerely apologize for the inconvenience you have experienced with your purchase of the Heat Surge Fireplace.

Our records show we received your order on October 29, 2014 and it was delivered to you on November 20, 2014.

We trust that you are enjoying your purchase at this time. If, however, you are not completely satisfied with your purchase, your fireplace is covered by our 30-day money back guarantee.

If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ********

Director of Compliance

10/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a letter from Heat Surge stating that I was eligible to a $119.00 rebate as a result of a purchase of heater back in Feb 2014. It stated that an internal rebate review concluded that the old model was not equipped with new Hybrid-Thermic heat technology. In fact new technology was not available at time of original purchase, even thought description of item was advertise as new technology. The problem is the only way to get the rebate you have to purchase another heater. I was told this by a person in customer service named ******** The new heater is priced at $258 minus the $119 rebate puts the amount I need to send at $138. Also, you have to have the payment in no later than 17 Oct 2014.

Desired Settlement: I do not want to purchase a another heater at this time, but I would like to received the amount of $119 dollars that is due to me according to the rebate claim form.

Business Response:

October 13, 2014

*** ***** ***************  

**** ********* *****

********* **  *****

Dear M** ****************

We are in receipt of your information and would like to take this opportunity to address your concerns.

The information you received is a promotional offer to purchase a new model currently available through Heat Surge. A $119 rebate is being given towards the purchase of the new Heat Surge Efficiency Plus model to those customers who already purchased the original Heat Surge Heater.

The model you received is the model that was advertised at the time of your purchase. The model currently being advertised was not available at the time of your purchase.

It is not uncommon for businesses to upgrade their products. For example, the car industry regularly updates their vehicles with both internal and external features. When a rebate is offered, it is contingent on a new purchase. Likewise, Heat Surge is offering this rebate to you if you are interested in purchasing the new Heat Surge Efficiency Plus model.

If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ********

Director of Compliance

10/23/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Received the mailing information, reviewed and decided to proceed with the purchase of a heating unit. Paid the required amount of $259.00 and mailed the paperwork to Heat Surge on February 19, 2014. Received a mailer sometime during spring the unit would be built in July, 2014 at which time it would be shipped to me promptly. As of this date, nothing has been received. This is disturbing.

Desired Settlement: At this point, nothing less than a refund will suffice and one that can be honored.

Business Response:

October 8, 2014

*** ***** ******  

*** ******** ***** ************* **  ****1

Dear *** *******  

We sincerely apologize for the inconvenience you have experienced with your order.

Our records show your Heat Surge Fireplace was delivered to you on June 27, 2014; no signature was required.

Per your request, we are processing a refund in the amount of $259. Please allow 3-5 business days for the refund check to arrive.

If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ********

Director of Compliance

10/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Received a rebate for $110.00 with the promise of a new E******** ****** for $139.00. Sent the check which was promptly cashed but no heater. After reading all the complaints releazied it was most likely a scam. Would like to either have the heater or money back Thank you for whatever you can do

Desired Settlement: either all monies returned or the product

Business Response:

October 16, 2014

*** *** ****  

*** *********

******* **  *****

Dear M** *****

We sincerely apologize for the inconvenience you have experienced with your recent order.

Our records show your order was placed on August 15, 2014. While researching your order, we find that the shipping label was created for UPS on August 22, 2014. However, there is no tracking information available through UPS.

Therefore, we are sending another unit to you under separate cover. Please allow 7-10 business days for the unit to arrive.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (330) 244-8164.

Sincerely,

******* ********

Director of Compliance

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 1******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** ****


 

 

10/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Heat Surge heater in November of last year. I received in today's mail an over-sized official-looking envelope from the Heat Surge company today stating the heat technology in the unit I received was not the advertised technology I was supposed to have received, and that the advertised technology had not been available at the time of my purchase. They offered a rebate.However . . . There are a couple of catches to receiving the rebate: I must respond by October 17th (today is the 7th),and the rebate ($119.00) will be APPLIED TOWARD A HEATER WITH THE NEW TECHNOLOGY - which should have been a feature of the unit I bought. PLUS I would have to pay an additional $139 toward the price of this heater with the new technology - which I should have gotten in the first place. There are no instructions on how to just get the rebate I am owed, except to pay the extra for a new heater with the technology I thought I had already bought.I went online and found that there are others who have had this same problem. Here is the website:http://www.complaint.tv/heat_surge_geting_hot-9107.htmlThere is no contact information or phone number to call other than a PO box to mail the order for the 'upgraded' heater to.I would like my rebate check. I did not get what I paid for.Thank you for looking into this.Sincerel**** *********** *********** ***** ****** *****Please do not attempt to telephone me. I prefer contact by email. Thank you.-----EOM -----

Desired Settlement: Very simply, I would like the rebate I am owed. The company's information states that the rebate amount is $119.00.

Business Response:

October 13, 2014

*** ****** **********  

*** ****** ***** *****

*********** **  *****

Dear *** ***********

We are in receipt of your information and would like to take this opportunity to address your concerns.

The information you received is a promotional offer to purchase a new model currently available through Heat Surge. A $119 rebate is being given towards the purchase of the new Heat Surge Efficiency Plus model to those customers who already purchased the original Heat Surge Heater.

The model you received is the model that was advertised at the time of your purchase. The model currently being advertised was not available, nor advertised in 2013.

It is not uncommon for businesses to upgrade their products. For example, the car industry regularly updates their vehicles with both internal and external features. When a rebate is offered, it is contingent on a new purchase. Likewise, Heat Surge is offering this rebate to you if you are interested in purchasing the new Heat Surge Efficiency Plus model.

If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ********

Director of Compliance

Consumer Response:

Dear BBB:

Please be advised that after reviewing all of the material sent by the Heat Surge company, I have detected the misleading wording that leads the reader to believe that something is being offered, when in fact, it is not.

It is devious, but probably not illegal. It surely sets people up for disappointment and is very bad public relations.

I will no longer do business with Heat Surge, as I do not consider them to be forthright and above-board in their dealings with their customers.

Thank you for acting as intermediary in this matter.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** **********


 

 

9/19/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: In January 2014 I ordered an accent fireplace. I mailed a check in the amount of $259.00 to Heat Surge. The check cleared my checking account on Feb.3, 2014. The fireplace arrived but it was the wrong color. Heat Surge sent me a return label and on Feb. 26, I sent the fire place back to them via UPS. Two months later or so when the fire place hadn't arrived I called again and they informed me the fire place was on back order and I probably wouldn't receive mine until July. The first week of Aug. when the fire place had still not arrived I called again. After some hassle and several phone calls they finally found the records and agreed that I had indeed paid for the fireplace and they would send it right out that day, intact. That was about 3 weeks ago and the fireplace still has not arrived. Phone calls aren't getting me any results for some reason. Every time I call I get a different person and have to go through everything all over again. I was informed you have three call centers. Don't they all have the information of your customers on their computers or are some of your people just incompetent? What is the problem? ***** ******

Desired Settlement: I would like to receive the Heat Surge HT (Hybrid-Thermic) heater in the light oak color that I ordered and sent a check for in the amount of $259.00 on Jan. 28, 2014 The check cleared my checking account on Feb. 3 2014.

Business Response:

September 9, 2014

*** ***** ******  

**** *** *** ***  

******* **  ****1

Dea* *** *******

We sincerely apologize for the inconvenience you have experienced with your order.

Rest assured, *** ******* the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

Our records show the replacement unit was delivered to you on August 27. Perhaps, your letter and this shipment simply crossed in the mail. If this is not the case, or if you should have any further questions or concerns, please contact me directly ** ***** *********

Sincerely,

******* ********

Director of Compliance

9/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Our complaint started in April.  Our blower quit working in our fireplace.  So needed to get a heating unit.  We paid for a 1 year warranty 9-23-13 by check #9450.  Called Heat Surge told us to call Vac ******* ** ******* ** ***** ***************  Talked to ***** to check unit.  Said he wouldn't come t* ***** **** as he only got paid $35 from Heat Surge.  In May and June called many times to Heat Surge told us to return old Heat Surge to company and wanted credit card number.  We waited on phone for 15 to 25 minutes before we talked to anyone, every time we called.  How many companies make you wait.  Waiting time 15 to 25 minutes. In the middle of June we got our son involved.  He called Heat Surge explained we were 76 years old.  He did get them to mail a heating unit June 19, 2014.  The unit did not work.  Told us to wait for a UPS return label.  We had our son box the heating unit up, mailed back June 25,2014 with letter enclosed.  Son called again July 23 and still no heating unit.  Gave him a return order ************* talked to ******  On June 30th talked to ******  Stress, stress still no heating unit.  On August 4th and August 8th I called the company again.  They will not mail us the heating unit til I give them a credit card and mail old unit back to them.  I said why can't you mail the unit so we can use that box to mail it back.  We don't have a credit card.  I went to UPS it would cost $20 for a box and to package another $20 .  Called Heat Surge again, we are 76 years old.  I did not keep track of all our phone calls thought there would be no problem.  Since April to now August it has been so much stress.  My husband has heart problems and wears hearing aids and we are on a fixed income.  We pay by check or cash.  Don't know if you can help but want you to know this is not a good company.  Will they send us another unit that does not work?  They sent us a couple letters to renew our warranty, dates are wrong.  My husband is a retired police officer.  WE have no use for a heating unit that does not work.  Just want a new unit.  I put our old unit in that box and mail it. So simple.  The credit card is for if we didn't return old unit.  We would have to pay for it.  Guess I will have  to have UPS pack it up and spend $40 .  Thank you.  Jo*** *********  

Desired Settlement: Just need heating unit insert for our fire place.  We had a 1 year warranty we paid for by check ***** 9-23-13

Business Response:

September 2, 2014

*** ****** *********  

**** ***** ***** St  

***** ***** **  *****

Dear Mr. **********

We sincerely apologize for the inconvenience you have experienced with your order.

Rest assured, Mr. ********** the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

We are sending another unit to you under separate cover. Please allow 7-10 business days for the shipment to arrive.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directl* ** ***** *********

Sincerely,

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** * ***** ****il***


 

 

9/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I wrote a check for $139.00 in good faith and included the rebate form of $110.00 offered by the company for the fireplace I bought in Nov 2008. I mailed the check on May 30 and here it is now Jul 5 and I still have not received the Heat Surge MT Efficiency Plus fireplace with Super Advanced Multi-Thermal Heat Technology. If they're not going to deliver the product as promised, I want my money back. Call me at ************ or email me a* ******************.The company did a good job on my first heater back in 2008, please don't disappoint me on this one.*******

Desired Settlement: Refund my money or send me the product as advertised.

Business Response:

July 18, 2014

*** ******* *******  

**** ***** **  

******** ****** **  ****3

Dear Mr. ********

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.

The heaters were temporarily out of stock and have just arrived. We are placing your order at the head of the line for shipment. Please allow 7-10 business days for delivery.

If you have any further questions or concerns, please contact me directl* ** ***** *********

Sincerely,

******* ********

Director of Program Management

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint I* ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

 

******* *******

 The company "Heat Surge" shipped a unit to me but I think it is the wrong unit or not the right size. The description of the heater they sent me is: MV3 Dark Oak MINI GLO SKU: 30000487, 13.5"x8"x9.5" (a little bit taller than a shoe box).  There is an off/on and power switch.

 
 What they said they will ship for $139.00 plus the rebate of $110.00 for my old model Heat Surge (this one is (32.5"x12.5"x26"), about the size of a side table next to the couch.  The name of the new unit is: Heat Surge MT with Super Advanced Multi-Thermal Heat Technology and ultra light single phase LED. 
 
They either shipped the wrong unit inadvertently or like my wife says "they purposely shipped a heater in the hopes that I would be satisfied".
 
Regards,
R****** *******

Business Response:

August 26, 2014

*** ******* *******   **** ***** **  

******** ****** **  *****

Dea* *** ********

We are sorry to hear that you are not satisfied with your purchase. Attached is the brochure that accompanied the order form for this purchase. As you can see, Heat Surge clearly portrays the size of the Heat Surge Multi-Thermal Fireplace.

Under separate cover, we are sending a pre-paid postage label to return the unit for a refund. Upon receipt of the return, the refund will be processed within 3-5 business days.

If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

******* ********

Director of Program Management

9/4/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Heat Surge sent me a letter (Reference * *********stating I was eligible for a new heater (a HS MT Efficiency Plus fireplace),and a rebate of $110.00. I sent a ***** in the amount requested, $139.00, dated 6/3/14. Heat Surge cashed my check on 6/6/14. Since then, I have not received my fireplace, my rebate, nor have I heard from them. I would like a full refund of my $139.00 or, my new heater and rebate check. I truly hope you can resolve this for me.Thank you. ****

Desired Settlement: I would like a full refund of my $139.00 or, my new heater and rebate check, as promised.

Business Response:

August 21, 2014

*** **** ********ch

** **** **** **

******* **  *****

Dear *** ***********

We sincerely apologize for the inconvenience you have experienced with your order.

In reviewing our records, we show your order was sent to an incorrect address and is currently being sent back to us. We will gladly honor your request to send a unit to the above address or issue a refund, whichever you prefer. The $100 rebate was already applied to the order, bringing your order total to $139. The order is paid in full.

We were unable to reach you by telephone for your preference. Please contact me directly at ***** ******** so that we can resolve this matter for you.

Sincerely,

******* ********

Director of Compliance

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** **********


 

 

9/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Check ***** 2/20/14 Check cleared bank as of this date.  NO delivery, nothing.  They called and stated they would send refund in June.  I had one previously which I was satisfied with.  

Desired Settlement: Would like refund with interest.

Business Response:

August 19, 2014

*** **** ******l

5*** ********** **

*********** **  ****5

Dear *** ********

We sincerely apologize for the inconvenience you have experienced with your order.

Rest assured, *** ******** the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

Our records show you cancelled your order for the Heat Surge Fireplace on March 19, 2014. Upon cancellation, the system automatically generates the request for the refund. However, due to a system error, this did not occur during your cancellation.

We are processing an immediate refund in the amount of $259 for you. Please allow 5-7 business days for the refund check to arrive.

If you should have any further questions or concerns, please contact me directly at ***** ********.

Sincerely,

******* ********

Director of Compliance

8/21/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: They sent me $10.00 rebate on stove I bought 2 or 3 years ago. This rebate was on up to date new stove. I could get one for $139.00 if ordered with  date on rebate so I sent $139.00 check.  The check was cashed but never got stove.  Won't answer phone calls.

Desired Settlement: I want my check back or send me the stove.

Business Response:

July 21, 2014

*** ******** ****  

**** ******** ***  

***** ****** **  *****

Dear M** *****

We sincerely apologize for the inconvenience you have experienced with your order.

A notice informing you of a delay in shipment should have been received. The Mini Glo Heater was temporarily out of stock, however, our shipment has arrived. Your order has been placed at the front of the line. Please allow 7-10 business days for delivery.

If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ********

Director of Program Management

8/20/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: In Feb 1014 received a letter about Internet Rebate Review on Heater.  Receive automatic $200 Rebate for Model Dual heat Efficiency.  My cost $197.00  Sent it off.  Check cleared 2-6-14 in March I called.  Told heater went out.  Was sent to P******** ****.  I live in ******* ****** **.  They told me to wait 30 days for clearance.  I called in April, was told they would investigate problem later in April, was told they are back ordered wait till June.   Now every time I call I get answering service and that someone will call me back. No one has and I've called 5 times.  I just want my duel heat efficiency heater I was promised and paid for.

Desired Settlement: My heater.  I bought the fireplace model for my daughter she loves it.  The dual heat efficiency heater is just right for my home its small.

Business Response:

July 9, 2014

*** ***** ******   ***** * ***   ******* ******* **  ***** **** *** *******

We sincerely apologize for the inconvenience you have experienced with your order.

Rest assured, Mr. ******, the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

We are sending another unit to you under separate cover. Please allow 7-10 business days for the shipment to arrive.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ******** ******** ** ******* **********

8/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: In
April 2014, I received an offer from Heat Surge, PO Box 9971, Canton, OH 44711
to purchase an Amish crafted Mini Glo Hearth Heater for $29.00 plus $11.00 for
shipping. I ordered the heater on April 3, 2014 and sent a check for $40.00 in
payment. To date, I have not received the heater. I wrote Heat Surge on May 31,
2014 asking for either shipment of the heater or a refund of the $40.00. To
date, I have received no response. I am enclosing a copy of the offer I
received and the letter I wrote. I trusted this was a legitimate offer as I had
ordered a heater from this company in the fall of 2013 and received the heater
without any problem.

Desired Settlement: Is there anything the BBB can do to get our money refunded or get shipment of the heater? Any help you can give will be appreciated.

Business Response:

July 18, 2014

*** *** *** ********  

*** ******** **  

****** **  *****

Dear M** *********

We sincerely apologize for the inconvenience you have experienced with your order.

A notice informing you of a delay in shipment should have been received. The Mini Glo Hearth was temporarily out of stock, however, our shipment has arrived. Your order has been placed at the front of the line. Please allow 7-10 business days for delivery.

If you have any further questions or concerns, please contact me directly at (**** *******4.

Sincerely,

******* ********

Director of Program Management

8/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Heat Surge sent me a letter explaining there was a problem with the heat surge we had ordered we ordered 2. I called this number and ordered 2 more .  I talked with a man that said I would not have to mail this letter back.  He took my debit card and said I would receive 2 heat sure heaters by the end of June it would cost $178.  I have never received the heat surge heaters nor have they debited my account.  I wish I had the mans name I wanted the new heaters and was willing to pay for them.  I have called this phone number four times.  I have held for 15 minutes to 1 hour and they will not answer I wanted info on the computer but to no avail. 

Desired Settlement: Want my account debited or my heaters.

Business Response:

July 30, 2014

*** ********* *******  

*** ********** **  

******* **  *****

Dea* *** ********

We sincerely apologize for the inconvenience you have experienced with your order.

A notice informing you of a delay in shipment should have been received. The heaters you purchased were temporarily out of stock,

however, our shipment has arrived. Our records show your order was shipped on July 24 and delivered on July 29.

If you have any further questions or concerns, please contact me directly a* **********

 * ***

Sincerely,

******* ********

Director of Compliance

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

C******** ****** *******


 

 Customer has advised that they have received the product. 

8/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Heat Surge insert on 5/19/14. I received it dented and inoperable. Customer srevice is non-compliant claiming a back log. My checking account was charged 6/5/2014 in the amount of $270.00. 
Order # ************  Customer # ***********

Desired Settlement: A prompt refund or replacement (brand new as stated by rep in 5/2014) without return fees. 

Business Response:

July 29, 2014

*** ******** ***************  

*** ******* **  

********** ***  ****

Dear *** ****************

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace Insert.

Unfortunately, we do not have a brand new unit on hand. Therefore, we are issuing a refund in the amount of $270 to your Visa card today. Please allow up to 72 hours for the credit to appear on your account. Under separate cover, we are sending a pre-paid postage label to return the original shipment.

If you have any further questions or concerns, please contact me directly a* ***** *********

Sincerely,

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******** ***************


 

 

8/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on Friday, Jun 27, and realized after conversation with my father-in-law I had ordered the wrong product. I emailed the business that evening and stated I had ordered the wrong product. The attached file will provide the emails I have had with Heal Surge. I have also called them three times, Jun 30, Jul 1, and Jul 3, and they take the necessary information, but no one calls me back. The third time I called I explained my frustration (not in a courteous tone) and asked for a supervisor but they stated they were too busy to talk with me, but said someone would call me back. To this date, no one has called me back. Please help me resolve this problem.Thank You,******* ** *****

Desired Settlement: Cancel my order and credit my ******** ******* credit card the $149.00.Thank you for your assistance.******* ** ******

Business Response:

July 18, 2014

*** ******* ******  

*** ********* **  

*********** **  *****

Dear M** *******

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.

Rest assured, *** ******* the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

Unfortunately, our records show the order is scheduled to deliver to you today. Please refuse the shipment so that we can issue a refund in full.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (***

 * *********

Sincerely,

******* ********

Director of Program Management

7/29/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: ******* **** ** ****** **** ***** ***** ********* ** ***** June 30,2014 Mr. Ronald L. Napier, President Heat Surge, Inc. 8000 Freedom Ave NW North Canton, OH 44720 RE: Breach of Contract Dear Mr. Napier: I am forced to write to you after several repeated attempts to resolve my issue with your Customer Service Department. I currently own one of your Heat Surge products, and enjoy it very much. Due to the cold winter, I ordered a second one on February 20,2014, and sent my Check No. ***** in the amount of $197.00. My check was cashed by your company on February 28, 2014. I have never received the product I ordered. I started calling your Customer Service Department in March, 2014 asking where my product was. The answer I received was that it was on "backorder." After two months of being told it was on backorder and they could not give me a target date for shipment, I asked that my order be cancelled and my money returned to me. The Customer Service Agent said there was nothing she could do, and she would pass the message along. Another two months have passed wherein I call and request a refund, only to be told the message "will be passed along." The Uniform Commercial Code Sec. 2-711 states: Buyer's Remedies in General. (1) A breach of contract by the seller includes the seller's wrongful failure to deliver or to perform a contractural obligation, making of a nonconforming tender of delivery or performance, and repudiation. (2) If the seller is in breach of contract under subsection (1), the buyer, to the extent provided for by this Act or other law, may: (a) in the case of rightful cancellation, rightful rejection, or justifiable revocation of acceptance, recover so much of the price as has been paid; (b) deduct damages from any part of the price still due under Section 20717; (c) cancel; (e) recover damages for nondelivery or repudiation under Section 2-713; It is my belief that Heat Surge, LLC is in violation of UCC Sec. 2-711 because you have breached the contract. It is my right, according to the Uniform Commercial Code, to cancel the contract, recover the price that has been paid, and to recover damages. At this point, I am willing to cancel the contract and accept the full return of the money I paid, $197.00. If I do not receive the funds within ten (10) days of the date of this letter, I will pursue legal action against Heat Surge, LLC, Sincerely, Marlene Reed Cc: Casie Shultz Registered Agent Heat Surge, LLC 8000 Freedom Ave. NW North Canton, OH 44720 *** **** ****** **** ******** ******* ** ** ***** **** **** ***** ********* ** ***** ****** ******** ****** ** ******* **** **** ****** ** ********* ** **********

Desired Settlement: At this point, I am willing to cancel the contract and accept the full return of the money I paid, $197.00.

Business Response:

July 11, 2014

*** ******* ****

** ****** **** ***** *

********* **  *****

Dear *** *****

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Heater.

Our records show that we sent a notification letter to you informing you that the build date for your fireplace was scheduled for June 27th or sooner at the Amish Carpentry Shop. As the notice explained, “If you do not return this Rebate Claim Form before the April 8, 2014 deadline ends your rebate claim will automatically be cancelled, a remuneration issued, and no shipment will be sent”.

We received your response on April 2nd confirming: “Thank you for approving my Instant Rebate. I am confirming that I want my brand new Heat Surge heater shipped to this address after it has been custom built for me as indicated above” (copy attached).

The merchandise was delivered to you on June 30th. Our records show that per your conversation with our Customer Service Department on July 3rd, the shipment was refused. In addition, our Customer Service Manager advised you on July 3rd that a full refund in the amount of $197 was being rushed out to you on this day. UPS has confirmed the refund check was received on July 7th.

If you should have any further questions or concerns, please contact me directly at ***** *********  

Sincerely,

******* ********

Director of Compliance

7/25/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I received in the mail correspondence from HR Payment Processor appoximately May 7, 2014. It stated because I had purchased a Heat Surge fireplace on 11/12/2009 and it was not equipped with new MultiThermal Heat Technology and ultra efficient singe phase L.E.D. which was not available when I purchased the one in 2009. Therefore, I would receive a full rebate to apply to the brand new Heat Surge MT Effieiency Plus firpleace with Super Advanced Multi-Thermal Heat. With my full rebate in the amount of $110.00 a brand new Heat Surge Mt fireplace will be delivered to me for just $139.00 upon return of the 2014 Rebate Claim Form enclosed. I would also be permitted under the terms of this Internal Rebate Review to keep my old model fireplace even though I am receiving a rebate for a substantial amoout of the original purchase price. The Paymaster has determined our rebate amount based on the purchase price of your old Heat Surge fireplace on 11/12/2009.How to claim this instant rebate: All rebate amounts will be forfeited after June 5,2014. This rebate is intended for you and you alone. It is not transferable to any family member or friend and applies solely to Model MT. To claim your rebate, complete and promptly return the Rebate Claim Form enclosed before the june 5, 2014 deadline ends. Rebate due to you: $110.00 is final.I sent my check #3285 on May 18, 2014 for $139.00 with the rebate form. My check was cashed. I waited and nothing. I finally called and spoke to a gentleman by the name of *****operator number he told me was 4325. I was told the first shipment was damaged and the next shipment my firplace would be sent. He said it would be sent July 7, 2014 and should take 5 to 7 days to be received. I waited again and tried to call the number ************ and they put you on hold and you are waiting for about half hour and finally hang up. They do not answer anything with Heat Surge or anything similar. I gave my name and phone no. and my address came right up.

Desired Settlement: I checked on the puter under complaints and I am not alone in this matter--there are quite a few that fell for this as I did. Because I purchased one in 2009 and am so satisfied with my purchase I did not hesitate one moment not to purchase this new one. I would like my money refunded and these people stopped from doing this to others. Thank you and I greatly appreciate any help I can get as both my husband and I are only living on Social Security.

Business Response:

July 22, 2014

*** ******* *****  

*** ***** ****** ******   ********* **  ****4

Dear *** ******

We sincerely apologize for the inconvenience you have experienced with your order.

The Rebate offer sent to you for the new MultiThermal Fireplace explained that the build date for your unit was June 27, 2014. Your order is currently in processing to be shipped. However, per your request, we are cancelling your order and processing a refund in full. Please allow 7-10 business days for the refund check to arrive.

If you have any further questions or concerns, please contact me directly at (3*** *********

Sincerely,

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* *****


 

 

7/18/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a mini-glo efficiency plus heater on 4/3/14 and send my check for $139.00. They cashed the check, but have not delivered the stove. I've called a dozen times and they won't answer a phone. I just get a recording. 

Desired Settlement: Sending the stove or a refund for the full amount. 

Business Response:

June 24, 2014

*** **** ******

1*** ********* **

********* **  *****

Dear Ms* *******

We sincerely apologize for the inconvenience you have experienced with your order of the Mini Glo Fireplace.

Our records show that we sent a notification letter to you informing you that the build date for your fireplace was scheduled for June 30th or sooner at the ***** ********* ****. As the notice explained, “If you do not return this Rebate Claim Form before the May 14, 2014 deadline ends your rebate claim will automatically be cancelled, a remuneration issued, and no shipment will be sent”.

We received your response on May 8th confirming: “Thank you for approving my Instant Rebate. I am confirming that I want my brand new Heat Surge MT shipped to this address after it has been custom built for me as indicated above” (copy attached).

If you would rather cancel the order and receive a refund at this time, please contact me directly at (330) 244-8164.

Sincerely,

******* ********

Director of Program Management

7/17/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered May 14, 2014, new small Heat Surge from a mailing. Sent a check for $139.00. Check has been cashed. Called company most recently on 6/30/14. Still no assistance on getting any answers about where the product is. Have gotten different stories from customer representatives.

Desired Settlement: Delivery of order.

Business Response:

July 11, 2014

*** *** *******  

**** *** ** *  

******** **  *****

Dear *** ********

We sincerely apologize for the inconvenience you have experienced with your order of the Mini Glo Fireplace.

Rest assured, *** ******** the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

A notice was sent to you explaining the delay of the order. We have issued a rush on your shipment, which will ship today. Please allow 7-10 business days for the unit to arrive.

If you have any further questions or concerns, please contact me directly at (330) 244-8164.

Sincerely,

******* *******d

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** *******


 

 Customer has called the BBB to advise receipt of the product. 

7/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Placed order 4 months ago for Mini Heater. Received recently. Cost was $200, paid by credit card. Customer does not feel the product received was not as advertised. Has been trying to call company to discuss the problem and can't get ahold of anyone.

Desired Settlement: Return and get refund.

Business Response:

July 9, 2014

*** ******* ******  

**** **** ******* *** ***  

****** **  *****

Dear *** *******

We are sorry to hear that you were not satisfied with your recent purchase.

Our records show that per your discussion with our Customer Service Representative on July 2nd, a pre-paid postage label was mailed to you to return the unit for a refund. Upon receipt of your return, a refund will be processed within 3-5 business days.

If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* *nd find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ******


 

 Customer called BBB and advised she is returning the unit for credit. 

7/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i have been waiting for repairs on a new heating unit for three months. when i called the office they never returned my phone calls. the dealer says they cant get any parts to repair the unit but they dont say what there going to do with my product.

Desired Settlement: i need a replacement right away with a new warranty because my old one will be expired by the time i get a new one.

Business Response:

June 25, 2014

*** ****** ******  

2*** ********* **

*** **** **  *****

Dear *** *******

We sincerely apologize for the inconvenience you have experienced with your order.

Rest assured, M** ******* the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

Per your conversation with our Customer Service Manager, we are sending a replacement unit to you under separate cover. Please allow 7-10 business days for the unit to arrive. In addition, a pre-paid postage label is being sent so that you can return the original unit at no cost to you.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

******* ********

Director of Program Management

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Originally ordered in January 2014. From a rebate offer and paid $259.00. Received early February. Received wrong stain color item. Sent it back. Received a replacement, again a problem with faulty workmanship on cabinet. Did speak to a supervisor named ******** who was helpful and promised to have a correct item sent, got one, it was bad too. Said would take another 6 wks to get a replacement. However we did receive another one that also had terrible cabinetry work. Believe it is refurbished. For last 2 weeks have been trying to contact company, but can not get any help on this. No supervisor is ever available.

Desired Settlement: Another replacement is supposed to be coming. Want what was originally paid for in January - A roll and glow.

Business Response:

June 11, 2014

*** ****** *******  

**** ******** **

***** ***** **  *****

**** *** ********

We sincerely apologize for the inconvenience you have experienced with your order.

Rest assured, *** ******** the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

Per your conversation with our representative on May 30, a pre-paid label was emailed to you to return the defective unit. The light oak Roll N Glow unit is currently being processed for you. Please allow 7-10 business days for the unit to arrive.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at ***** ********.

Sincerely,

******* ********

Director of Program Management

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

 

****** *******

 From: Joy** ******* ******************************* 

Sent: Thursday, June 12, 2014 5:17 PM
To: d******************
Subject: Re: Response to your email 6-11-14
 
First, thank so much for your help in this matter.   I am responding to the message to tell you that before we
accepted any offers from Heat Surge, I had some very important questions to be answered.  ******* *********
Program Management Director, said to call her to talk this over.  I have tried 5 times today with no response.
Only thing is leave a message.   
 
Don't know what to do next, please advise.  Thanks again, D** *******
 
 Complaint number:  I* *********

Business Response:

June 23, 2014

Mr* ****** *******  

**** ******** **

***** ***** **  *****

Dear *** ********

Per our conversation, the Heat Surge Heater was shipped to you on June 12, 2014. Our records show the unit was delivered on Friday, June 20th.

If you have any further questions or concerns, please contact me directly a* ***** *********

Sincerely,

******* ********

Director of Program Management

6/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I mailed a check to Heat Surge on 2-18-14, in the amount of $259.00, for a Heat Surge fireplace, the check cleared my bank within a few days. I contacted Hear Surge after not receiving my heater within a month. I was told that they had sold out and my heater would be up graded and shipped. I called on 4-22-14 and talked with Lee after not receiving the heater and asked for a refund. He said I could expect a refund in 7-14 days. I called again on 5-11-14 and talked with J****** and was again told to expect a refund in 7-14 days. My last call was on 6-4-14, and I talked with ********* She said to expect a call from her supervisor within 24 hours. I have not hear from Heat Surge nor received my check in the amount of $259.00.

Desired Settlement: A refund in the amount of $259.00

Business Response:

June 18, 2014

*** ***** *******  

**** ******** ******* **

********* **  *****

Dear M** ********

We sincerely apologize for the inconvenience you have experienced with your order.

Rest assured, *** *******, the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

Our records show your refund in the amount of $259 was mailed on June 10, 2014. Perhaps your letter and the refund simply crossed in the mail. If this is not the case, or if you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

I have received a refund check as Heat Surge says, but I do not think it crossed in the mail. While the check is dated June 10, one day prior to complaint, it was not mailed until June 11, 2014, the same day as the complaint. I feel the involvement of BBB precipitated

my refund and I thank the BBB for resolving this issue. 

Regards,

***** *******


 

  o

6/19/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a heating unit on March 25, 2014 with a promised delivery of 8 to 10 days. Since that point I have contacted their customer service on multiple occasions and each and every time, I receive a different excuse. Most recently on 20 May 2014 I was told that it would be the middle to later part of June before my product would be completed.

Desired Settlement: I am simply requesting a refund of my payment to them. If this is the type of service I get prior to receipt, I can only imagine if something is wrong with the product upon receipt.

Business Response:

June 4, 2014

*** ******* ******

*** ********* **

******* **  *****

Dear *** *******

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.

Rest assured, *** ******* the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

In researching your account, we found the order was processed for shipping, however, we cannot locate the shipment with the UPS tracking number associated with the order. A full refund in the amount of $298 was issued to your ******** **** ****** ** **** on June 3, 2014.

Thank you for bringing this matter to our attention. If you should have any further questions or concerns, please contact me directly at

***** *********  

Sincerely,

******* ********

Director of Program Management

6/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am after a refund of taxes that they charged on a fireplace heater that I ordered on February 1. I ordered the heater by sending a check and order form by mail to them originally. They then asked me to give them a credit card number so they could charge the sales tax to the card that they said would be payable from an order in FL. When they tried to process the sales tax transaction, the credit card company refused payment as the number had been terminated because someone had submitted over $800 the same day in ****** ** at a *** store. I then sent them a check to cover the sales tax that would be payable. They then said that the demand on the heater had been so great that the shipping date would be in late June. At that time I will be back at my home in MI as I am a proverbial snowbird who spends from November 1 to April 1 in Florida. MI residents do not have to pay sales tax so I started asking for a refund of those taxes. They have said that checks have been mailed, it has been credited to my credit card account and I do not have a check nor does the bank have a credit amount--even on the old number that was terminated for fraudulent use.

Desired Settlement: Refund

Business Response:

April 14, 2014

*** **** *******  

*** **** **** ****

******** ******** **  *****

Dear M** ********

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Accent Fireplace.

Our records show a refund check in the amount of $259 was mailed to you on March 15, 2014 and has been cashed. We apologize that the remainder of your refund in the amount of $19.43 was not processed. This refund is in process today. Please allow 7-10 business days for the refund check to arrive.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

 

******* ********

Director of Program Management

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

**** *******


 

They have NOT kept their own promise.  Today is April 27--12 days after their promise that a check was being mailed to settle the dispute.  It is still not here--like all of their other promises--it was worthless.

Business Response:

May 29, 2014

*** ****  

******** ** **** **** ****

******** ******** **  *****

Dear *** ********

Our records show the refund in the amount of $19.43 was mailed to you on April 22, 2014. Perhaps, your letter and the refund simply crossed in the mail.

If this is not the case, please contact me directly at ***** ********.

Sincerely,

V****** ********

Director of Program Management

6/12/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Sent check of $139 on 3/24/14. Had $110 rebate from previous purchase. After about 2 weeks called the company. Spoke to several different reps. Was told to call **** Called **** they indicated that a tag # was issued, but no shipment made as yet. Called back to company on 5/5/14. Was told it would be at least June before product could be shipped. Told them at that time, would like my money back. 

Desired Settlement: Want my money refunded.

Business Response:

May 20, 2014

*** **** ********* ***** *** *** *** ***

B**** ***** ****** **  *****

Dear *** *******

We sincerely apologize for the inconvenience you have experienced with your order of the Mini Glo Fireplace.

Rest assured, *** ******, the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

Our records show the unit was delivered to you on May 9, 2014. We are sending a pre-paid postage label to you under separate cover to return the unit if you do not wish to keep it. Upon receipt of the return, your refund will be processed within 3-5 business days.

Thank you for bringing this matter to our attention. If you should have any further questions or concerns, please contact me directly at

***** *********

Sincerely,

******* ********

Director of Program Management

6/12/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Date of purchase- March 25, 2014. Failure to send the order of 2012-2013 MV 2 Dark Oak MiniGlo on receiving the check no **** and cashed at ******* ***** **** on April 1, 2014 for $139.00 We received a letter on April 17 from Heat Surge stating unit hadn't been shipped yet. Order no: *********** We have called them at Heat Surge (1-800-924-7964) and have not received any satisfaction.

Desired Settlement: We want our stove shipped or money back.

Business Response:

May 22, 2014

*** ****** *****

*** * ***** **

******* ***** **  *****

Dea* *** ******

We sincerely apologize for the inconvenience you have experienced with your order of the Mini Glo Fireplace.

Our records show that we sent a notification letter to you informing you that the build date for your fireplace was scheduled for June 27th or sooner at the ***** ********* ***** As the notice explained, “If you do not return this Rebate Claim Form before the March 14, 2014 deadline ends your rebate claim will automatically be cancelled, a remuneration issued, and no shipment will be sent”.

We received your response on May 8th confirming: “Thank you for approving my Instant Rebate. I am confirming that I want my brand new Heat Surge MT shipped to this address after it has been custom built for me as indicated above” (copy attached).

If you would rather cancel the order and receive a refund at this time, please contact me directly at ***** *********

Sincerely,

V****** ********

Director of Program Management

6/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Heat Surge electric fireplace in 2013. I received a notice last week that I was eligible to receive a rebate as a result, because my fireplace was not equipped with new Multi-Thermal Heat Technology and ultra efficient single phase L.E.D. It states this technology was not available in 2013. So I can get my $110 rebate if I send them $139 by June 5th, 2014. After June 5th the rebate is forfeited.It claims I am owed something I will not receive unless I pay $139.Please help.

Desired Settlement: If the product was defective in some way (which it may be, however I cannot explain here), the fireplace should be replaced with the proper equipment.

Business Response:

**** *** **** *** **** ****   *** ***** ******** *** ************ **  *****   **** *** *****

We are in receipt of your information and would like to take this opportunity to address your concerns.

Our records show you previously purchased a Heat Surge Roll N Glow Fireplace in 2013. As you correctly observed in your letter, Heat Surge sent information to you regarding our Multi-Thermal™ fireplace, which included a rebate. This simply was an opportunity to purchase the new Heat Surge MT Efficiency Plus fireplace with super advanced Multi-Thermal heat technology because this model was not available in 2013. We are not indicating there are any issues with the model you purchased.

It is not uncommon for businesses to develop advancements of its products and provide consumers with an opportunity to purchase the new product at a discount or, as in this case, with a rebate.

If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

******* ******** ******** ** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

John Ames


 

 

6/5/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a letter in February 2014 offering me a rebate toward a new Heat Surge fireplace. I sent a check for $197 which cleared my account on February 20, 2014. My Heat Surge fireplace never arrived. My husband took a message from Heat Surge for me to call because they would not talk to him. When I called, there was no record of why they wanted me to call or why they called me. I was sent a letter on two different occasions asking me to confirm the delivery address for the fireplace. I sent both letters back, but still no heat surge fireplace has been delivered. Yesterday, which was May 19, 2014, I received another rebate letter from Heat Surge offering me a heat surge fireplace that is $58 cheaper than the one I ordered in February. None of the letters I have received has any contact information on it other than the mailing address. I googled the company this morning to get the phone number. When I called customer service to see what was going on I was told they were on back order. I asked the gentleman when I could expect my heat surge fireplace and he told me once again they were on back order and were expected on June 27, 2014. He was unable or unwilling to tell me when mine would be shipped to me. He offered no other information. My complaint is the lack of a heat surge fireplace that I paid for 3 months ago during winter that has yet to be delivered as well as the fact that I am not being kept up to date on the issue nor am I being offered a refund, discount or anything except the opportunity to buy another one!

Desired Settlement: I would like to be kept up to date on when my heat surge fireplace will be shipped to me and if it is not going to be shipped to me by September 1, 2014 I want a full refund. I believe 6 months to send me a product is more than ample time and if they are not able to fill the order in that amount of time, I believe a full refund should be given to me.

Business Response:

June 4, 2014

*** ****** *****

**** ******** **** **

******* **  *****

Dear *** ******

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.

Our records show that we sent a notification letter to you informing you that the build date for your fireplace was scheduled for June 27th or sooner at the ***** ********* ***** As the notice explained, “If you do not return this Rebate Claim Form before the April 8, 2014 deadline ends your rebate claim will automatically be cancelled, a remuneration issued, and no shipment will be sent”.

We received your response on April 2nd confirming: “Thank you for approving my Instant Rebate. I am confirming that I want my brand new Heat Surge heater shipped to this address after it has been custom built for me as indicated above” (copy attached).

If you would rather cancel the order and receive a refund at this time, please contact me directly at ***** *********

Sincerely,

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would get me the Heat Surge.  I will wait  for the business to perform this action and, if it does, will consider this complaint resolved. I would still like to caution other buyers though about their delays and lack of customer service since I was unable to get anything from them until I contacted the BBB. Having the item sent in the middle of summer does not allow me to test the item to see if it works either so future customers would need to be aware of this. Had I known, I would not have ordered. Thank you.

Regards,

****** *****


 

 

6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A letter from a Mr. ********* received per above, and his suggestion of my making a call, (a TOLL CALL!) is / was NOT possible, so communication is by mail regarding the above serious problems-.a fire...with your HEAT SURGE!
& 12/9/13 & THIS 1/20/14 "COPY!!!" While awaiting your proper response to mine of 12/5/13 /  concerning the serious problems experienced with your two (2) HEAT SURGE purchased units, / learned that the FIRE that resulted in using your HEAT SURGE second purchased unit, may have been due to NO WARNING IN YOUR HEAT SURGE TV ADVERTISEMENTS about the amount of °Voltage" necessary in order to "safely" operate such a heating unit (take serious note of this!)!!! AND it would seem that the first purchased HEAT SURGE unit problem starting up and, then, automatically shutting off several times was probably due also to the same "Voltage" problem!?! BUT, the second purchased unit never did automatically shut off, thus causing the fire!!!
Many home appliances only require 115 Volts to operate; however, it seems that your HEAT SURGE fireplace units required the higher 220 Voltage to prevent any hazard, such as fire as caused by your HEAT SURGE second purchased unit (likewise  in the first unit, too, IF, IF it had not "automatically" shut off each time), such as  experienced by this customer. The HEAT SURGE second purchased unit could have
burnt down the house and been fatal to any occupants therein!!! Thank GOD, the FIRE caused by the second unit was caught immediately and the Circuit Breaker shut off, which stopped the flames from doing even worse fire damage! NOW, an ELECTRICIAN will have to repair the electrical damage to the wiring and outlet housing, causing added financial stress to this retiree, due to your HEAT SURGE unit and your TV advertisement's LACK OF WARNING given about requiring the higher 220 Voltage in order to operate "safely!"
NEITHER of these two purchased HEAT SURGE fireplace units, therefore, provided the expected results and longevity advertised, which were so glowingly stated in your TV ads and literature, but due to my experience it was money wasted and total disappointment with these AMISH products that did NOT deliver as stated!!! The AMISH name was what originally prompted the purchases off the two units, because it was believed it was an honest and honorable and trustworthy company, which stood whatever it made and sold!!! Needless to say, BOTH units are NOW inoperable, under the expressed circumstances, and NOT even one full season were they useful NOR worth the money paid for them (plus the additional accessories purchased for the first unit), believing they would last for many years to come and save money on our heating bill as you stated in your TV ads by allowing the furnace temperature to be lowered.

Desired Settlement: NOW, I will await HEAT SURGE'S timely and proper resolution and disposition regarding the seriousness of the problems AND resultant added financial expense of the HEAT SURGE fireplace units, due to the fire damages caused by the second purchased unit to the electric wiring and outlet housing that will have to be repaired by an electrician in order to be able to use that damaged outlet again, and the wall, "blackened" by the fire, has to be painted. Note that rewiring to increase the Voltage to accommodate such heating units as yours is NOT financially possible! BUT, again, further HEAT SURGE advertisements that prompt ordering their units should definitely WARN about the necessary Voltage needed to "safely" operate such units!!!
Kindly make your decision in this case prompt and explicit, so I know what to expect in this unfortunate matter caused by your HEAT SURGE, and so I can accurately Report your handling and the outcome of this entire matter to the
proper Authorities, as mentioned in my 12/5/13 & 12/9/2013 letters to HEAT SURGE Management, as well as stating to you that any further expense, whatsoever, by me is NOT acceptable (i.e., not affordable)! Too much has already been spent and lost buying (in good faith!) your HEAT SURGE fireplace units!

Business Response:

******** *** **** **** ********* ** ******* **** ** ************ **  ***** **** **** **********

We sincerely apologize for the inconvenience you have experienced.

 

It was our hope that we could have resolved this matter more expeditiously for you by telephone especially given the nature of your concern. Per the letter from our Customer Service Manager, a pre-paid label was mailed to you to return the Roll-N-Glow Fireplace. Although we have not received the product back, we are processing a refund of $298 for the Roll-N-Glow Fireplace in question, as well as, a refund for the first Roll-N-Glow Fireplace purchased in February 2009 ($298) for a total refund of $596. The refund will arrive within 7-10 business days.

Please be assured that our Heat Surge® product line is designed with safety in mind.  There are numerous safety features designed into each product.  Regretfully, the incident you described is most likely the result of a faulty outlet or home wiring.  “Fiddling” with the cord as you described in order to get the fireplace to turn on is an indication that the house had a loose plug and socket connection.  This is further supported by the fact that the “[f]ire started in the outlet…” as described in your December 5th letter.

It is possible a lamp or other lower draw electrical appliance was plugged into this same outlet for years with no issue.  However, the use of a higher draw appliance, such as the Roll-N-Glow Fireplace, may have caused this issue to present itself.   In other words the problem with the outlet existed for some time, but the fireplace was the first higher draw appliance plugged into that outlet so it was the first indication that there was an issue with the outlet or home wiring. 

Although the Roll-N-Glow Fireplace is a higher draw appliance, it still only uses 120 volts to operate and is UL rated at 1500 watts.  You were misinformed that the fireplace requires 220 volts. 

If you have any further questions or concerns, please contact me directly at **************.

Sincerely,

******* ******** ******** ** ******* **********

5/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received information in the mail stating you will receive an instant rebate for $267.00 to apply towards a brand new Heat Surge HT fireplace with super advanced Hybrid-Thermic heat technology just enclose $259.00 and return Rebate Claim form enclosed. Included in the information was a flyer comparing the HT with Super Advanced Hybrid-Thermic Heat Technology vs Old model Heat Surge fireplace. Listed under the Super Advanced Hybrid-Thermic Heat Technology column it stated it has crackling firewood soothing sound effects. I received in the mail a later stating they had run out of the "exact" model ordered but would be sending an even better model. After receiving the fireplace it didn't have the crackling sound so I called the company and was told that I had received the wrong fireplace and to ship it back and they would send the correct model. Twice more they sent out a incorrect fireplace which I returned each one. The initial order was placed 1-29-2014 my credit card was billed on 2-7-2014. It's now 4-23 and I still have no fireplace. My daughter placed a call to the company again today and was told that the amount I paid wasn't for the fireplace that had crackling sound. She explained that in my previous phone calls I was never told that I wasn't suppose to receive the crackling firewood sound effect fireplace after going back and forth my daughter told them to cancel the order and refund my credit card. Called back & spoke to a different person who said that the flyer comparison included in the orginal rebate letter was just showing what was available not what I was ordering. My daughter stated "this feels like a bait & switch" since it didn't say on the rebate form the firplace shown wasn't what I would receive. My daughter asked 2 times why would you show a fireplace comparison that wasn't for the fireplace advertised. She was told it was to show what the newest model had. so my daughter again told them to cancel the order.

Desired Settlement: My ideal settlement would be to receive the fireplace that was shown on the flyer included that had the crackling firwood soothing sound effect. If not then I want to make sure that I receive a full reund. I have purchased a previous model directly from this company and another model fireplace made by them from a different retailer. Until now I have been happy with the company and have recommended them to others, no more.

Business Response:

May 8, 2014

*** ******* ****  

*** *** ** **

********* **  *****

Dear Ms. *****

We sincerely apologize for the inconvenience you have experienced with your order.

Rest assured, M** ***l, the service you received is not typical of Heat Surge’s level of customer satisfaction. Per your request, we have cancelled the order and have processed a refund in full in the amount of $259. Please allow 3-5 business days for the refund check to arrive.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly a* ***** *********

Sincerely,

 

******* ********

Director of Program Management

5/13/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We ordered and paid for a heat surge fireplace over a month and they have sent it yet. They give us all kinds of excuses, they sent it to wrong state, sent to a wrong address and now they say they are out of stock! We have talk to 7 different people, we are getting mad, we want our money back!!! Thank You!

Desired Settlement: We just want the fireplace or our money back!!!

Business Response:

April 25, 2014

*** ******* *****   **** ********* ** ******* ***** **  *****   **** *** ******

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.

A full refund in the amount of $139 has been issued to your ********** today for you. If you have any further questions or concerns, please contact me directly at

***** *********

Sincerely,

 

******* ******** ******** ** ******* **********

5/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I originally purchased a Heatsurge fireplace in February of 2009, and was satisfied with it. In February of 2014 I ordered a second one that was not delivered to my ***** residence (as the first one was), but Heatsurge sent it to a ***** ********** address delivered by UPS on February 25th (******************).I have called Heatsurge SIX times attempting to get them to send me the fireplace that I paid for in February of 2014, with no results.My last try to get this resolved was in the form of a letter to them (dated April 10th of 2014) requesting delivery of my order or my money back. I received their letter (dated April 17 of 2014) referring me to a tracking number ******************* That tracking number shows a reissue of my order dated March 26th 2014 but never filled. One month later and I am STILL waiting!

Desired Settlement: I have fulfilled MY obligation by paying them. I have tried to resolve this with six phone calls and a letter to them. Their version of customer "service" is PATHETIC!

Business Response:

May 12, 2014

*** **** *******  

***** * ***** ****

******* **  *****

Dear Mr. ********

We sincerely apologize for the inconvenience you have experienced with your order.

Rest assured, Mr. ******** the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

We are processing a refund in full in the amount of $**** Please allow 7-10 business days for the refund check to arrive.

Thank you for bringing this to our attention. If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *******


 

 

5/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I responded to a promotion from Heat Surge in early February for a Heat Surge HT and mailed my check for $****** with my order. I called Heat Surge several times in February and March of this year; each time was told by a different person that someone would call me. Heat Surge cashed my check on February 13, 2014. I kept calling about delivery and finally someone by the name of ***** told me that they did not have the unit. I requested my money back.

Desired Settlement: I am seeking the return of my ********

Business Response:

April 21, 2014

*** ******* ******  

*** ******** **

***

***** ***** **  *****  **** *** *******

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.

A full refund in the amount of **** is being mailed today for you. If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ********

Director of Program Management

5/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The heater will blow cold air when it comes on, then cut off then blow warm most of the time. After it blows hot air for awhile, it will cut off then come back on blowing cold air. The oak heater is oak, I ordered mahogony color.

Desired Settlement: return current oak colored heater and receive a mahogony colored heater that operates correctly. The company to pay for all shipping - return wrong colored heater and mail a mahogony colored one that works correctly to me. Want company to pay shipping for the heater that did not work.

Business Response:

April 21, 2014

*** ***** *********  

**** ****** **** Rd

*********** **  ***11

Dear *** **********

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.

Per our discussion, we do not have the Roll N Glow Fireplace in stock. Therefore, we are processing a refund in full in the amount of ******** This includes the UPS charges for shipping.

Please allow 7-10 business days for the refund to arrive. If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

 

V****** ********

Director of Program Management

5/6/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a heat surge fireplace on February 7, 2014. We have not received it as of todays date which is April 9, 2014. We paid for it when we ordered it (I have my cancelled check). I understand there was high demand for this item and bad weather hampered it's shipping. But...in the last 3 weeks I have been told we did not pay for it...false. That it was shipped...false. Now I am told it is still in the warehouse after being told it was sent April 1, 2014. I am very upset at the way this company has handled my account and feel like I have been lied to and am being cheated. All I want is the product I ordered and paid for. I will never deal with this company again, I feel like they are liers and cheats.

Desired Settlement: I just want my product and if they can't ship it I would like my money returned...********

Business Response:

April 21, 2014

*** ********* ****  

*** * ***** **

Belle ******* **  *****

Dear *** *****

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.

Our records show the order was delivered to you on April 18, 2014. We are sure that you will be pleased with your purchase. However, if this is not the case, please keep in mind that your purchase is covered by our 30 day money back satisfaction guarantee.

If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

 

******* ********

Director of Program Management

4/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We received an "Internal Rebate Review" letter from Heat Surge in December 2013 offering an instant rebate of $267 toward the purchase price of a "brand new Heat Surge HT fireplace with super advanced Hybrid-Thermic heat technology" since we had previously purchased a fireplace from them. The purchase price for the new fireplace after the "rebate" was applied was $259.I sent them a check for the above price in January and it was posted to my checking account as paid to Heat Surge on January 28, 2014.When it had not arrived in approximately four or five weeks I called to check on the status. I was told that they were temporarily out of the model we had requested due to the high interest from the "rebate" offer, but that someone would call us in a few days with an update.When it had still not arrived and we had not received a call my husband called to inquire as to when we would be getting the heater. He was also told that they were temporarily out of stock but that a manager would be in touch.We waited several more weeks before calling once again. This time I was told that they were still out of the model but her "manager had authorized her to give us a refurbished upgraded model for the same price." I refused that "offer" and asked repeatedly to speak with a manager or supervisor. I kept asking how they could have cashed our check in January and at the end of March we had neither received the heater nor the promised telephone call.She would not let me speak to anyone else, but again said her manager would call within three days.We are now two weeks later and have received neither.I want an immediate refund for the $259 check of ours that they cashed on January 28, 2014.I also want to warn others to steer clear of this company.

Desired Settlement: As previously stated, I want an immediate refund for the $259 check of ours that Heat Surge cashed on January 28, 2014.

Business Response:

April 14, 2014

*** ****** ******   ** *** *** ****** ***** **  *****   **** *** *******

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Accent Fireplace.

Our records show that we sent a notification letter to you informing you that the build date for your fireplace was scheduled for June 27th or sooner at the Amish Carpentry Shop. As the notice explained, “If you do not return this Rebate Claim Form before the March 13, 2014 deadline ends your rebate claim will automatically be cancelled, a remuneration issued, and no shipment will be sent”.

We received your response confirming: “Thank you for approving my Instant Rebate. I am confirming that I want my brand new Heat Surge fireplace shipped to this address after it has been custom built for me as indicated above” (copies attached).

However, we understand that you would like a refund at this time. Your refund in the amount of $259 was mailed to you on Friday, April 11, 2014.

If you have any further questions or concerns, please contact me directly at ***** ********.

Sincerely,

******* ******** ******** ** ******* **********

4/15/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I am including 2 letters to me from Heat Surge and the advertisement.  They canceled my order for no explanation and after phone conversations of status of order all were different even to the point of saying I never had an order, then when (Supervisor) **** ********* said my money order was sent back but couldn't tell me when or why.  I'm sending letter stating they did receive money orders.  I still do not have neither 2 heaters or money orders.

Desired Settlement: I prefer to receive 2 fireplace heaters if they were honest people but since we've had so much conflict I'm leery.  So I guess the money orders so I can turn them into the money order company for cash back.

Business Response:

March 28, 2014

*** ****** *******  

**** * **** **

****** **  *****

Dear *** ********

We sincerely apologize for the inconvenience you have experienced with your order.

In reviewing your account, we show the original order received was returned to you in error due to no physical address. The order form along with money order was returned to you on January 2, 2014. We then received another order form from you with no payment. There is no record of Heat Surge cashing your payment.

Please take your receipt for the money order to the place of purchase so they can initiate a trace on the money order. If the money order has not been cashed, the business in which you purchased the money order will reimburse you. If the money order shows that it has been cashed, you may send a copy of the results to: ****** ********* **** ******* *** *** ******* ** ******V

If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

 

V****** ********

Director of Program Management

Business Response:

March 28, 2014

*** ****** *******  

**** * **** **

****** **  *****

Dear *** ********

We sincerely apologize for the inconvenience you have experienced with your order.

In reviewing your account, we show the original order received was returned to you in error due to no physical address. The order form along with money order was returned to you on January 2, 2014. We then received another order form from you with no payment. There is no record of Heat Surge cashing your payment.

Please take your receipt for the money order to the place of purchase so they can initiate a trace on the money order. If the money order has not been cashed, the business in which you purchased the money order will reimburse you. If the money order shows that it has been cashed, you may send a copy of the results to: ****** ********* **** ******* *** *** ******* ** ******V

If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

 

V****** ********

Director of Program Management

4/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a heat surge heater on Feb. 14,2014, my check of ******* cleared my bank on Feb. 20, 2014. On March 4, 2014, I called to see when my heater would be delivered. They said it was on backorder and I would receive it within 10 days.Didn't receive it or hear from them, so I called them again on March 11, 2014. They said it was still on backorder and it wouldn't come in til sometime in April. I told them to cancel it and send me a refund. They canceled order and said I would receive refund within 5 to 7 days.Received nothing. I called again on March 27, 2014, they said refund would be sent out that day and would receive it within 5 days. Received nothing. I called AGAIN on April 4,2014. Was told my order was canceled and it took awhile to get refund when you send a check in, I told her it was funny that my check cleared my bank 5 days from the time I mailed it to them and they received it and cashed it. She had no answer, just that they would send the refund promptly and I would receive it in 5 days.I was not waiting anymore with these people before I filed a complaint.No sense to this. They got my money in 5 days. It's been about 2 months and I,ve got nothing, NO HEATER NO MONEY. I WANT MY REFUND NOW.

Desired Settlement: *******

Business Response:

 

April 14, 2014

*** ***** *******

*** * *** *

****** **  *****

Dear *** ********

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Accent Fireplace.

Our records show that a refund in the amount of **** was mailed to you on April 7, 2014. Thank you for bringing this matter to our attention and helping us improve our operations. If you have any further questions or concerns, please contact me directly at ***** ********.

Sincerely,

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******


 

 

4/15/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: ordered a heater in feb. credit card was billed on 2-6-2014. i received a phone message appoximently two weeks later from a lady in nj. she indicated that she had received a package from heat surge with my name on it . she said that she would be in touch with ups to sent it back. l called h.s. and asked what was the ststus of my oder, they inadicated that it was in prosses of being shipped. the superviser said that it never ben shipped to n.j. maybe just replacement bulds. she ergued this over and over insisting it was never shipped to n.j. later said it was out of stock, and she could offer a different upgraded model i agreed with that,7-10 business days it should arrive. as of 3-24-2014 i'm stiil waiting. hve made several attempts settle this by refunding full amount of $ ****** by check, still waiting !! this is just a breif statement of conversations with h.s. there many other details and facts put into this email complaint, please be intouch. thank you ******* ****

Desired Settlement: i, had ben promised a refund by check, i don't them with my credit card at this. athough who knows if chec will bounce or not.

Business Response:

March 28, 2014

*** ******* ****  

***** ***** **** **

*********** **  *****

De** *** *****

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Accent Fireplace.

Our records show a full refund in the amount of **** was issued to your ********** on March 25, 2014.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

 

******* ********

Director of Program Management

4/9/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered a Cherry Heat Surge fireplace around Feb.20th paid ********* by m* **** ** ******* **** ***** ***** total was $****** as I also ordered some meds at the same time. I have another Heat Surge that I like and the company sent me an offer to purchase another one with a rebate o* ******* and no delivery charge (and I keep my original one).

Desired Settlement: Delivery of ordered Cherry Heat Surge. If not available, refund my money.

Business Response:

March 27, 2014

*** ***** *********   ***** ******** **

******* **  *****

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Accent Fireplace.

Our records show your order was shipped on February 7th, however, we show the shipping address as **** **** ***** ** *** **** ******* ** ******

Unfortunately, the accent fireplace is out of stock, and we do not expect to replenish our inventory until late June. Therefore, we are processing a full refund in the amount of $******* Please allow 7-10 business days for the refund to arrive.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly a* ***** *********

Sincerely,

 

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *********


 

 

4/4/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a hybrid-thermic heater from them on the first of February and my check was cashed on the 12 of February with no heater yet. I have treys to call the phone number is no good, I sent emails with no responds . I have tried to google new phone number with no luck I also mailed my a letter with my concern on March 17 in the envelope they sent me of another offer. I ordered this for my mother and it was my check ****** ***** ** ***** **** ******* ** ***** **** ** *****

Desired Settlement: Just want what I ordered for $ ******

Business Response:

March 28, 2014

*** ***** *****  

1*** ******* **

***** ***** **  *****

Dear *** ******

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Accent Fireplace.

We attempted to reach you by telephone to let you know demand for the Accent Fireplace exceeded our inventory and were not able to replenish our inventory until late June. The options available were: cancel for a refund, wait until the inventory is available, or receive a free upgrade to our Roll N Glow Fireplace.

We took the liberty of sending the Roll N Glow Fireplace to you, an even better model, which is our most popular. This new fireplace features everything you would expect. It’s Amish crafter here in Ohio with real USA wood. It features our Hybrid-Thermic Heat technology, LED maintenance free bulbs for the Fireless Flame display, a thermostat and much more.

If for any reason you are not satisfied with this model upon delivery, please contact me directly and we will send a pre-paid postage label for return. If you have any further questions or concerns, please contact me directly at (**** ********.

Sincerely,

 

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** *****


 

 They said they have send me a replacement. I'll wait and see I don't want a refurbish one thank you for you time I'll keep you in touch

3/28/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: heater not what i really wanted, so called to return it within 30 days. sent it usps with enough insurance to cover full cost. postage was ***** for priority mail and was supposed to arrive with 2-4 days to spare and it was returned, unable to deliver. the address I was told to send it to wasn't good i guess. called heat surge again and they confirmed the address was correct for their return process center. the address is **** ***** st. ** ********** **** ****** I googled the address and it is a american countertops place. am i being scammed?

Desired Settlement: I want my shipping cost returned and refund on the heater ***** shipping****** heater and whatever new shipping costs are.

Business Response:

March 27, 2014

*** *** ******  

** ***

*** ************* **  *****

Dear *** *******

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Mini Glo Heater.

The address that you were given on ***** **** is, in fact, a valid address for Heat Surge. We have been working with the United States Postal Service to get this matter resolved.

Per your conversation with our representative on March 19th, a pre-paid postage label was sent to you to return the unit through UPS. Your return was received on March 25th, and your refund is currently being processed to your credit card in the amount of ****.

A separate refund in the amount of ****** is being processed. Please allow 7-10 business days for this refund check to arrive.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint I* ******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** ******


 

 

3/24/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: This my second complaint about this company. My first was 4/5/2010, on back order. On 2/6/14, I sent a check to Heat Surge for Hybrid-Thermic fire place, from a form they sent me. On 2/11/14 I called to check on the delivery status and was told it was on back order. On 2/18/14, I called to check on status and talked to a agent named *******. She told me " it is on back order, but I can send in 72 hours a role type heater." I told her that would be just fine for I have two here. On 2/26/14 I called again and this time talked to an agent named ***. He stated that "he sees the two different orders and all are on back order." I told him to cancel the order. He stated " my refund should be in the mail in 10 days". I called on 3/10/14 to see about the refund and talked to a agent named ******, who stated :" that you paid by check, you need to talk to a supervisor, I will send a message to our main office in Ohio, and you will be called Tuesday 3/11/14 or Wednesday 3/12/14." It now 3/13/14 at 3:06 (1506), and no phone call. I will never recommend this company to anybody. My wife and I will go to ***** or ***** to buy one this fall, they are local. Sincerely, **** ***

Desired Settlement: Would like our money back

3/24/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I received information for the heat surge fireplace which I had previously purchased from this company. They stated that they had improved the light bulbs/heating elements for the fireplace and were offering a new fireplace with these newer bulbs for ******** I sent them a personal check on 2/8/2014 for ******* *o cover the cost of the new fireplace and shipping and have not received the fireplace or any acknowledgement that they received my check. My check has been cashed by my bank (on February 14th, 2014. I have tried to contact them via phone and also on their website. There is no response.

Desired Settlement: I would like my payment refunded, *******. They need to be put out of business for the scam they contrived.

Business Response:

March 19, 2014

*** ***** ********  

**** *** *** **

******** **  *****

Dear M** *********

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.

Our records show we received your order on February 13, 2014. We attempted to reach you by telephone on March 6, March 7, and March 10 regarding the status of your order, however, we were unsuccessful.

The order was then shipped to you on March 13 and delivered on March 17. We trust you are enjoying the warmth of your new Heat Surge Fireplace. If this is not the case, or if you have any further questions or concerns, please contact me directly at (330) 244-8164.

Sincerely,

 

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ********


 

 I have no record of phone calls or voice messages that I received from this business.  However after several attempts to contact the business myself I finally got in touch with them.  They were very apologetic and I did receive my merchandise soon afterwards.  I am satisfied with my purchase. 

3/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 1-22-14 I ordered a fireplace from Heat Surge.  I received it on Friday 1-25-14.  I called Heat Surge on Monday 1-27-14 to tell them my fireplace was not working right.  When I first plug it in smoke came out, I unplugged it and waited then I plugged it back in and it was not making crackling sounds like real fire and heat was not coming out. I ask for a return slip to send it back.  I have been calling every week waiting for the return label they will not sent it to me.  I ask to talk to a supervisor they tell me the supervisor is to busy and would return my call.  Today is 2-10-14 and no one has sent the return label to send the fireplace back.  When they sent the fireplace they say you can send it back within 30 days if damaged.  I am an old customer and I have three fireplaces that came from Heat Surge.  No supervisor will call me to solve the problem. 

Desired Settlement: My money back and to return the fireplaces.

Business Response:

February 18, 2014

*** ******* ****   **** ********* ******** **  *****   **** *** *****

We sincerely apologize for the inconvenience you have experienced with your Heat Surge Fireplace.

Our records show the pre-paid postage label was mailed to you on February 11, 2014. Upon receipt of your return, your refund will be processed within 3-5 business days.

If you have any further questions or concerns, please contact me directly at ***** ********.

Sincerely,

 

******* ******** ******** ** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

******* ****


 

 Did receive $259 in credit card account, however the $46.00 for an ext warranty has not been refunded.  Please credit the $46.00 as well. 

Business Response:

March 6, 2014

*** ******* ****   **** ********* ******** **  *****   **** *** *****

A refund has been issued today to your ********** in the amount of $46 for the warranty. We apologize for this oversight.

If you have any further questions or concerns, please contact me directly at ***** ********.

Sincerely,

 

******* ******** ******** ** ******* **********  

3/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Heat Surge unit in December.  They guaranteed satisfaction guaranteed and money back guaranteed, I was not satisfied and returned it and ask for my money back.  But instead they sent another unit and will not refund my purchase price.  I am enclosing a copy of the letter I sent to them.  There address is Heat Surge 8000 Freedom Ave NW, North Canton, Ohio 44720.  I do trust that this complaint on their product will help others not to purchase their product.  

Desired Settlement: Refund.

Business Response:

March 5, 2014

*** **** *******   **** ** **** ** ****** **  *****   **** *** ********

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Mini Glo Heater.

In reviewing our records, we found your return was processed incorrectly with a replacement rather than a refund. Rest assured, Ms. *******, the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

Under separate cover we are sending a pre-paid postage label to return the replacement unit. As soon as the return is received, we will process a full refund in the amount of $176.94 within 3-5 business days.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (

**** *********  

Sincerely,

 

******* ********

Director of Program Management

3/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Heater unit when runs for around 30 minutes it gets so hot it melts the wall socket and cord gets so hot it will burn to the point of leaving burn blisters. Cannot reach anyone at costumer service. These things are going to kill someone with a house fire.

Desired Settlement: I think these guys should refund for the units. Two in my case. Close their doors for business before they are forced to by a law suite. Good Days

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

Please be assured that our Heat Surge® product line is designed with safety in mind.  There are numerous safety features designed into each product.  We do strongly recommend that you have your home wiring inspected by a licensed electrician.  A “hot” plug as you described, is often the result of a faulty outlet or wiring. 

You may contact me directly at (**** ******** to make arrangements to return the units for a refund.

 

3/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am having serious problems with Heat Surge, LLC in North Canton, Ohio.

First they sold me a defective Heat Surge radiator in October 2013. I was even such a fool that I purchased an extended warranty f** ***. I paid $660. for this defective heater.

When I called Heat Surge and requested a return box and label for this heater, Heat Surge sent me a new heater which I didn't ask for and I don't want. This heater is smaller than the original heater.

Also, and this is very, very serious, Heat Surge has kept my credit card information in their system since October and they are threatening to charge me for the new heater, which I didn't order and I don't want.

Today I called Heat Surge again and I asked them to send me a return label for the
new, unrequested heater and a label and box for the defective heater, I was
told by two representatives (****** *** ******* that it takes 72 hours for Heat
Surge to process my request for the return box and label. Plus Heat Surge will
not start this process until Monday and Heat Surge is threatening to charge my
account for this new heater.

I have enclosed copies of all the information from Heat Surge. Please contact this company. They sell a defective heater, engage in false advertising because this is a terrible, terrible product. Plus they will not honor their warrant.

Desired Settlement: I want a postage paid label to return the Heat Surge radiator that
I didn't order and I don't want and I want a return box and label to return the
Heat Surge which is defective. Plus please tell Heat Surge to take my credit
card information out of their files and tell them not to charge me for a heater
I didn't request and I don't want.

Business Response:

February 21, 2014

*** ******* ******  

** *** **** ***

*** ********** **  *****

Dear *** *******

We sincerely apologize for the inconvenience you have experienced with your order.  

Per your conversation with our Customer Service Supervisor, we are sending the correct unit to you under separate cover. Please allow 7-10 business days for the shipment to arrive. In addition, one pre-paid postage label was emailed to you on February 13 and the second on February 17.

If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

 

******* ********

Director of Program Management

3/8/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered Roll N Glow Insert with the cabinet on Nov 19, 2013. The advertisement when seen in our local newspaper, *** ********** I called and ordered what was advertised as a an Amish style electric stove with the mantel or cabinet. They asked me what kind of wood I wanted and told them the dark cherry wood. Order number* ************ When the package arrived the only item that came was the Roll N Glow EV.2 Insert. I waited a couple of weeks for the cabinet to arrive and it never did. When I called to find out where the cabinet was, at the phone number given with the insert, 1-800-924-7964, I was told that the mantel could not be shipped separately but that I would have to package up the insert and pay the cost to send it back to a ********** **** address in order to get the insert with the mantel or cabinet.I was not willing to send back the item not knowing whether I would even get anything back in return as well as having to pay the shipping They have been difficult to work with and decided to refer it to the BBB.

Desired Settlement: I would like to receive the entire product that I ordered and paid for. I do not feel its my responsibility to pay for returned shipping when they did not send the right product. I would like the insert with the cherry wood cabinet.

Business Response:

February 21, 2014

*** **** *********  

**** ******

****** **  *****

Dear *** **********

We sincerely apologize for the inconvenience you have experienced with your order and for our error in processing the order.  

Per your conversation with our Customer Service Manager, we are sending a complete unit to you under separate cover. Please allow 7-10 business days for the shipment to arrive. In addition, a pre-paid postage label is being sent separately to return the heater you currently have.

If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

 

******* ********

Director of Program Management

3/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We ordered a Heat Surge Electric Fireplace from Heat Surge. It came on Thursday, February 6, 2014. When we plugged it in it didn't work. Called their Customer Help line on Saturday, February 8th. They suggested we take it to their local repair facility(****** ********** which we did.They called back and said one of the major control panels was defective and the machine needed to be returned. I called on Monday, February 10. The lady took our name and said her supervisor would call. We waited about 2 hours with no response so we called back. At that time we were told it would be 48-72 hours for this response. By the way, this is the 18th and "the supervisor" has NOT called. On Thursday we called back. This time we were told to remove the mechanicals from the machine and to send that back. They were going to e-mail a shipping label. BO SHIPPING LABEL AS OF TODAY. I called back today and talked to *******. I asked her to transfer me to the head of Customer Help but she refused to do that. She looked up our account and now tells us it takes 2-3 weeks for a shipping label to be sent. I told ******* to get with her superiors and tell them I was contacting the BBB and that I expected 2 things: A shipping label at once and a check refunding our ******* payment ASAP. I told ******* that if I didn't have the check within 10 days that I would have my attorney contact them. She said she would "Make a note of those 2 things" When I asked who would see the note she hung up.

Desired Settlement: I told them I expect a check for ******* within 10 days.

Business Response:

February 21, 2014

*** ****** ********  

**** ********* *****

********* **  *****

Dea* *** *******l,

We sincerely apologize for the inconvenience you have experienced with your order.  

We reviewed your conversation with our representative which took place on February 18* ******* neglected to inform you that you would experience a brief hold while she attempted to reach her supervisor or manager. In the meantime, the call was disconnected. Our records show that on the same day, ********* supervisor, **** returned your call.

Rest assured, *** ********, the type of service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps have been taken to ensure this type of situation does not reoccur.

The pre-paid postage label was mailed to you on February 18. As soon as your return is received, your refund will be processed within 3-5 business days.

If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

 

******* ********

Director of Program Management

3/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear BBB this was *no mistake on the Heat Surge Phone person and I believe it to be a pre- meditated crime on the part of this company, please read following....In regard to the Amish Mini-Glo Surge Heater: We ordered two but after ordering them we realized that the small electric space heater was not something that would work in our home. When we called to cancel the order only a 1/2 hour later the company had done enough fast research on our home address to match a different name of a resident of this address to the visa number making it impossible for us to go back and cancel.... After long waits on the phone and being given the run around by their phone operators we got no satisfaction and are stuck with the two unwanted heaters which are now being delivered to our home only to be sent back......but oh! we cant even do that with the Razzel Dazzle name changing on Visa by this Shyster Company so we loose our $298.00 at a time when we can not afford to buy heating oil and Christmas around the corner. We are totally dis-satisfied and have lost our money not to mention that these Shady Crooks have our Visa Change Number....Angry and disappointed...****** * *** ****** ** ******** *** ****** *** ***** **** *** *** ****

Desired Settlement: Please do not send us your product....We do not want it.... Credit the $298.00 back to the Visa account number that the money was extracted from at the time of purchase... Thank you in Advance. ****** * *** ****** ** ******** *** ****** *** *****

Business Response:

January 6, 2014

*** ****** ********* ** ******** *** ******* ** ***** **** *** **********

 

We sincerely apologize for the inconvenience you have experienced with your recent order.

 

In reviewing your call to our order hotline, our representative did not enter the correct first name on the order. You clearly provided the appropriate first name with spelling. All other information on the order, including address, telephone, and email are correct.

 

Our records show the merchandise has already been delivered to you. Under separate cover, we are sending pre-paid postage labels to return the merchandise to us. Once the return is received, your refund will be processed within 3-5 business days.

 

If you have any further questions or concerns, please contact me directly at ***** ********.

 

 

Sincerely,

 

******* ******** ******** ** ******* **********

Business Response:

January 9, 2014

*** ****** ********* ** ******** *** ******* ** ***** **** *** **********

 

Unfortunately, we are unable to grant your request to receive a refund prior to the merchandise being returned. This is a standard business practice for any company.

 

The pre-paid postage labels were mailed to you on January 7. These UPS labels list the tracking number for each package you return. Please keep a record of each tracking number. Proof of delivery will be available directly through UPS using these tracking numbers.

 

Upon receipt of the return, your refund will be processed within 3-5 business days. If you have any further questions or concerns, please contact me directly at

***** *********

 

Sincerely,

 

******* ******** ******** ** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

****** *** ******


 

 Dear BBB of W. Virginia/ ***** ****** *** ******* ******** of Heat Surge Fireplace Co.... I am also in business as a privet contractor and my business practice is such that I don't provide *any product to the business or customer until the bill is paid (much like your business). With the exception that when I am at fault as you at Heat Surge Fireplace in fact are at fault! .... We trusted the Heat Surge fireplace Company right off to our funds and were forced to accept two useless heaters and that was a $298 mistake on our part. We ask that you trust our business now and you say "no" to that request ? ..... You are a very shady outfit Heat Surge Fireplace and I hope we can get this information out to all who dare to trust The Heat Surge Fireplace Company.... Your best bet would be to do the honest thing and correct "your" initial mistake (quote...... UN-quote) of miss matching the first name on the purchase order to debunk any possibility of cancellation of the two heaters, as we did try several times to cancel the order... and refund the $298 prior to receiving the useless merchandise so that *my company feels safe doing any transaction with the Heat Surge Fireplace Co. We don't trust you or Heat Surge Fireplace Co. anymore ******* ******** Director of Program Management. We will drop all complaints against Heat Surge Fireplace if you now correct your mistake and return our money. Thank you in advance... ****** * *** ******

Business Response:

We have reviewed your request and are issuing a refund in the amount of $298 to your credit card for the two Mini Glo Heaters.

Per our previous correspondence, two pre-paid postage labels were sent to you to return the merchandise. This return must be received by March 7, 2014 or the credit card on file will automatically be billed $298.

 If you have any further questions or concerns, please contact me directly at (**** ********.

 

3/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The heat surge unit I purchased in October-2013 quit working after two months of use. The warranty is good for one month-and is now at a service center in Idaho-waiting for repair. I am not happy about their warranty-or my having to pay for all the shipping. Also-advertised as an amish stove- this stove has all Chinese parts-talk about deceptive advertising. This company should be shut-down

Desired Settlement: This stove was advertised in a full-one page add in the local paper, as a stove with reliability, but I would send the stove back, but cannot even get the heat-surge people to talk to me. It cost me about 300.00 dollars and is in Idaho, in a repair shop, waiting for warranty verification. This company should be put out of business

Business Response:

March 4, 2014

*** **** *******   **** *** **** ****** ****** **  *****   **** *** ********

We sincerely apologize for the inconvenience you have experienced with your Heat Surge Fireplace.

Per your conversation with our Customer Service Manager, we have sent a pre-paid postage label to the service center to return the unit to us. Upon receipt of the return, a full refund in the amount of $296 will be processed within 3-5 business days.

If you have any further questions or concerns, please contact me directly at (**** ********.

Sincerely,

 

******* ******** ******** ** ******* **********

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *******


 

 

3/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have Emailed the customer service through the Heat Surge website three times in the last two and a half weeks. They have not responded once. I asked for some information on our heater and showed interest in also purchasing a new heater fireplace. Can't believe they couldn't even respond.

Desired Settlement: Just some communication from them would be nice.

Business Response:

February 18, 2014

*** **** ******   **** * **** ****** ** ***** **  *****   **** *** *******  

Thank you for your interest in the Heat Surge Roll N Glow Fireplace. We apologize for the inconvenience you have experienced.

Per your conversation with our Customer Service Manager on Monday, February 17, we are processing your order for one light oak Roll N Glow Fireplace for $298. Please allow 7-10 business days for delivery.

If you have any further questions or concerns, please contact me directly at (**** ********.

Sincerely,

******* ******** ******** ** ******* **********  

3/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered heater. Not what we thought it would look like. Advertising very misleading. Returned heater in beginning of December and still waiting for refund from company. They say corporate will call you back and never do we receive any calls from them.

Desired Settlement: Refund my money and after this long they should reimburse shipping I paid to send back.

Business Response:

February 17, 2014

*** ****** *******   **** ******* *********** **  *****   **** *** ********  

We apologize for the inconvenience you have experienced with your order.

Our records show a full refund in the amount of $168 was issued to your Visa on January 10, 2014. On February 7, 2014, our Customer Service Manager sent a letter to you including our verification document showing the credit was, in fact, accepted by your credit card company. A copy of this verification is attached.

If you have any further questions or concerns, please contact me directly at ***** ********.

Sincerely,

 

******* ******** ******** ** ******* **********

3/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 12/6/2013, I ordered a fireplace efficiency heater in response to a full page ad in a local newspaper, promised drastic savings on heating bills. The cost advertised was $129 and I paid $19 in shipping for a total of $148.Almost immediately, I became suspicious and learned that I could buy the same product almost anywhere for the same or less money. So I attempted to contact the company 3 times to cancel the order but I was placed on hold for over an hour each time with their "customer service" dept. I then called my credit card company and I was told the order was rejected due to an incorrect address. 3 days later, I received the item. Apparently, someone at this company re-submitted my order til it was accepted. I again contacted my credit card company and they attempted to contact the company, with no success. After 2 days, I became curious and opened the package and tried the heater. Surprisingly, it did perform well. That evening,(finally) my credit card company contacted me as part of a 3 way conversation with this company and I was told I could return the product at an address they provided. However, I was encouraged to try the product risk-free for 30 days. So I did. On February 22nd, the unit stopped heating abruptly. By then, I had received my heating (gas) and electric bills. For the same period a year ago, I paid OVER $ 100 MORE , even though I lowered my heat to 60 degrees. Of course, I called the company immediately and I was told to ship it back for a refund. Nothing was mentioned of the fact that I was a couple of weeks past the "30 day risk-free trial". I paid an additional $ 25 to ship the unit back. Several days later, the unit was RETURNED to me by the Postal Service, marked UNABLE TO FORWARD. Suspecting fraud, I again contacted my credit card company and was told there was no company at the address they had given me.And soon I was part of another 3 way conversation with this company and a very rude representative named ****. Whenever I tried to explain my dissatisfaction, **** would interrupt by saying " IRREGARDLESS, you are beyond your 30 day trial". When I asked why I wasn't told about this when I called to send it back, **** said there was no call log ever recorded. I then tried to question him about why the company wasn't at the address he again said IRREGARDLESS...He then said they would REPLACE the product when I shipped it back to them. By then I was furious. I tried to explain that I had already spent $ 44 in shipping costs ( he argued with me and said it had been shipped free, which was a total lie). I then TRIED to say " why would I pay to ship back a product when your company isn't where they said it would be, for a defective product that NEVER did what it promised it would ? " He again interrupted and said IRREGARDLESS...at which point I lost control and told him what he should do. I then hung up.

Desired Settlement: I believe that I should receive a full refund of my initial purchase price of $148, which was promised to me in the phone call that mysteriously wasn't logged..

Business Response:

February 18, 2014

*** *** ****   **** *** *** ******* **  ***** **** *** *****

We sincerely apologize for the inconvenience you have experienced with your order of the Mini Glo Heater.

Our records show the order was placed on December 4, 2013 and delivered to you on

December 9. We also show that you contacted our service center on December 11 to cancel the order, however, the order had already been shipped.

Your next call that we show was made on February 7 with your credit card company. As our representative explained, your purchase was covered by a 30 day money back guarantee. You explained that around mid to late January, you contacted us for the return address, however, there is no record of this contact. In addition, your purchase was outside the money back guarantee at that time.

According to your credit card company, you returned the merchandise to Uniontown, Ohio. We are unsure where this address was obtained because we do not have any facilities located in this city.

As a one-time courtesy, we are sending a pre-paid postage label to you under separate cover to return the Mini Glo for a refund less shipping. Upon receipt of your return, a refund will be processed within 3-5 business days.

If you have any further questions or concerns, please contact me directly at ***** ********.

Sincerely,

 

******* ********

Director of Program Management

3/4/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: This company sold extended 1year warranty on their product. I purchased one in June of this year, I took my machine in to its service shop and they told me that they would not do a thing until I contacted heat surge for a warranty #. Heat surge is impossible to contact by phone or email. E mail is not deliverable to their e mail address. The phone line is always busy. I have tried for hours. The service shop says they need the warranty #. They have what heat surge sent me. This company appears to be very irresponsible when it comes to customer service. I want my unit fixed or the money I paid for the extended warranty refunded and the unit returned,

Desired Settlement: Refund, unit fixed and returned

Business Response:

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.

Our records show that you have taken your fireplace to our local service center, ******* ****** Superstore. in ******* ****** per our instructions. Your one-year warranty covers any repairs

or replacement of the fireplace. Therefore, there will be no charges for the repairs made by ******* Superstore.

If you have any further questions or concerns, please contact me directly at***** *******.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

*** *****


 I purchased an extended warranty on this unit , this is the second time I have had to use it with. The same results as the first. You office helped in the first, I believe it was in dec. last year. I have had the unit in their repair shop for over a month and I get continuos stories from the repair shop stating that the co. Is dragging its feet on. Sending repair parts, again this is the second time on this same unit. Can you help. We are old and cold. Fix or send me a new unit.

Thank you

 

Business Response:

February 21, 2014

Mr. *** *****  

**** *** ***** *** ******** **  *****

Dear Mr. *****,

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.

Our records show that we were alerted to the issue with ******* ****** and sent you a new Roll N Glow Fireplace directly from our facility on January 30, 2014. Our records show the new fireplace was delivered to you on February 6, 2014.

We hope that you are enjoying the new fireplace. If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

 

******* ********

Director of Program Management

3/4/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a heat surge ht xl,1/16/2009on my **** ** ****** card.I never received the heater,I never had a way to contact them,no phone number 0n the order form.I contacted **** customer sevice to report to them I never received the heater..s**** never did anything to help me with this matter and since I ordered the heater,my ***** **** has had many charges for stuff I never ordered and that didn't come to my address.I am so upset its years later I have no answers what happened to heater I ordered and never got and all the other stuff charged on my ***** ********* wasn't very helpful resolving this matter or the matter of much stuff of which to this day I have no idea what else was purchased cuz ***** never told me or told me where all whatever was charged went to..Im out a lot of money for all charged on my ***** card and also the heater I never received..so not only was I screwed the heater I did order now my s**** ** card has been a big mess since.I stopped paying for it all as of a year ago because no help from ******no answers from ***** and my credit was fantastic all my adult till this happened and is now on my credit report..I want my money back from Heat Surge and I want to know if heat surge was responcible for all that was charged on my ***** card which I used to order the heater..I am gonna make a last attempt with ***** to inform them of complaint I put in with *** on heat surge and let them know I am making a complaint on **** as well because they didn't help me find out who is using my ***** **** or help me with the heater I never received..I need help to get to the bottom of this and hopefully get my money back and my credit back..I received today in the mail a offer again from heat surge about a Internal Rebate review, which explains I didn't get heater I was suppose to and a credit for almost the cost of the heater I did order back in 1/16/2009,.asking me to send more money to get rebate and a new heater half the price,.it again has no phone number..

Desired Settlement: I want a full refund and also want to know if they are the ones charging on ** ***** card which has caused me to now have poor credit..this company is a fraud and could be using ** ***** **** for more than to order a heater from them .I never got ,nor did I get the replacement bulbs I also ordered from them..I want my credit score fixed and the truth to be known to the credit bureau ..it was fraud....please help me

Business Response:

February 17, 2014

*** ***** ********  

*** ***** ****** **

********* **  *****

Dear *** *********

Our records show your order for two Heat Surge Roll N Glow Fireplaces was placed on January 16, 2009 and shipped on January 19, 2009 to *** ***** ****** *** ********* ** ******

Non-delivery of an order must be reported within 30 days. In addition, we do not have any record of the credit card company notifying us of any concern with the charge dated January 19, 2009 in the amoun* ** ***** Because it has been 5 years since the order was placed and shipped, we are unable to grant your request for a refund.

If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

******* ********

Director of Program Management

2/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company advertised in local newspaper and I ordered 2 units with warranty. They arrived within a couple of days and tried one unit which did not heat 1000 square feet. They advertised it would heat large open area such as a garage. Contacted company to voice my dissatisfaction and to inquire as to refund process. Talked with customer service person after 40 minutes waiting on hold who gave me specific refund address. When asked about shipping they stated they would not cover return shipping. Took heaters to post office and cost *** each to return. Within 7 days one heater came back to me as not deliverable no such address. Called company back again and waited for over 40 minutes to verify return address and was given the exact address that I sent it to Heat Surge Return **** ***** ****** ** ********** **** ****** I reurned to post office to resend and they checked address and stated no such place. I have called Company several times since and had been on hold indefinitely usually until i get an announcement that company business hours has ended. I currently have one unit and told my post office other unit will most likely come back to my home address. I am out $336 and I want my money back. Currently unable to reach company by phone. Contact number *** ********* Please help **** plus $***** shipping is a lot of money that i can really use. Thanks

Desired Settlement: I would like the money I paid for the units **** plus th* ****.2 shipping charge refunded to me.

Business Response:

*** ******* *******  

**** ****** *****

********* **  *****

Dear *** ********

We sincerely apologize for the inconvenience you have experienced with your recent order.

Our records show that you spoke with one of our representatives on December 5, at which time, he explained that pre-paid postage labels would be sent to you to return the units. On December 11, these pre-paid labels were sent to your email address on file: **************************

I was unable to reach you today to confirm receipt of the labels. If you have not received the pre-paid labels, please contact me directly ** ***** *********

Sincerely,

******* ********

Director of Program Management

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complai** ** ******** and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

******* *******


 

When I spoke to a Heat Surge  company representative on Dec 6th the return shipping labels were to be mailed to me and they were not. It was not until Jan 6th that I learned they had be e-mailed to my home e-mail account not my major e-mail account which is **********************. However I did print the label and attached it to one of the heaters which had been returned to the post office. I originally paid *** dollars each to return 2 heaters and they were shipped to return address Heat Surge Representative supplied. However one heater returned to the post office as not being able to be delivered and the second did not. Currently I have not been re-imbursed for the cost of the 2 heaters and the warranty I purchased and for the $***** I paid to the post office to return the heaters.  This matter has not been resolved and I want my ******* dollars back

Business Response:

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February 21, 2014

Ms. Carolyn *******  

6118 Darjoy Drive

Richmond, VA  23231

Dear Ms. *******,

Your original purchase price which was billed to your credit card on November 14, 2013 was in the amount of $330.

A refund in the amount of $165 was issued to your credit card on January 21, 2014 for the return of one unit. Per our letter dated, February 20, 2014, an additional refund in the amount of $215 is currently being processed. The refund check will arrive within 7-10 business days.

With the $165 refund on January 21, and the refund in process of $215, this brings the total amount refunded to you to $380. This includes $50 that you stated you paid for return postage fees. Therefore, your refund will be complete upon receipt of the refund check of $215.

If you have any further questions or concerns, please contact me directly at ***** ********.

Sincerely,

******* ******** ******** ** ******* **********

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* *******


 

 

2/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: bought two heat surge heaters after advertised in *** ***** paper. no problem ordering them but went to return them unable to return. no packaging slip no order number no one answers phone at customer service no return email been dealing with this with credit card company and heat surge since november! i dont know who else or where else to go with this! all i want to do is return the product and refund my money!

Desired Settlement: please help direct me in right direction or help with the scam so many of us have been taken for a false advertisement and no way to return/refund product

Business Response:

February 5, 2014

*** **** *****  

**** ********** ** ********** **  *****

Dear *** ******

We apologize for the inconvenience you have experienced with your order.

Per your conversation with our Customer Service Center on January 28, 2014, pre-paid postage labels were emailed to you on this same day to return the merchandise.

Upon receipt of the return, your refund will be processed within 3-5 business days. If you have any further questions or concerns, please contact me directly at

***** *********

Sincerely,

******* ********

Director of Program Management

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2/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered Heat Surge Oct 25, 2013.  Made sure I asked if it had casters.  Associate said yes.  Got item without wheels or holes drilled for wheels.  Called Heat Surge on hold for about one hour.  Told Associate it came without wheels and she said wheels were extra.  So I read newspaper add to her and then she said she could send the wheels but I would have to put them on.  I told her I had no one to do drilling and put on the wheels.  She said she would send out new fireplace but I would have to pay to send the other back.  I said it was the companies fault for the mistake I shouldn't have to pay to send it back.  She said she couldn't do anything about shipping it back so I got upset and told her to cancel the order and I would send it back.  It cost me $***** to send it back.  Nov 8 2013 my credit card credited $****** fireplace cost $****** they charged ****** for shipping when newspaper ad says 30 day money back less *** for shipping & handling.  I called around the second week in November to tell them about shipping charge and associate said it would be taken care of by crediting my card $*****.  I got my statement and no credit was on there from Heat Surge.  I can't believe a company can run like this.

Desired Settlement: I would like $***** back for shipping I had to spend to send fireplace back when it was the companies fault.  And $*****  owed me for over charge on shipping.

Business Response:

February 3, 2014

*** ***** ********  

**** ***** ** *********** **  *****

Dear *** *********

We sincerely apologize for the inconvenience you have experienced with your order.

Our records show the refund for shipping and handling in the amount o* *** was issued to your ******** card ending in **** on January 27, 2014. Also, your refund in the amount of **** for the return of the fireplace was issued on November 8, 2013 to th* ******** card.

An additional refund is being processed today in the amount of *** for the original shipping and handling and return postage. This completes your refund in full. Please allow 7-10 business days for the refund check to arrive.

If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ********

Director of Program Management

2/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My dad got all 4 of his daughters an the heat surge in sept 2012 worked well, in feb of 2013 it started to have issues. i would cut it on and it would be on abuout 30 sec to one minute and it would cut it self off. I first sent a fb email on feb 17 2012. I did what I was told by heat surge. hit the reset button, it happened again, then I unpluged it waited 15 minutes and same thing happened.I again sent a message on feb 21 2013 and still no reply from them. spring came and no longer needed to use this fireplaceIt got cooler again and once again I tried to use my fireplace and tried to email them againIN Sept 12 emailed on 10-26-13Again on 11-11-13 again on Jan 21-14I stated in email i was heating imparied and at times very hard to talk on the phone.Now the warntee has ran out and I have a fireplace i can not use.My sisters all work well, my dad has 2 nd they work great, only mine dose not work well.

Desired Settlement: I would like a new fireplace, snice I been trying to contact them for a while and when I first contacted them i was still under warntee,

Business Response:

February 18, 2014

*** ***** ****  

***** ******

********** **  *****

Dear *** *****

We sincerely apologize for the inconvenience you have experienced with your Heat Surge Fireplace.

Rest assured, *** ***** the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

We will gladly replace the unit for you. We show your father purchased three light oak fireplaces and one cherry fireplace. Please let us know which color of finish is on your particular fireplace and the address in which we should send the heater to.

Under separate cover, we are sending a pre-paid postage label to return the defective unit. Once the new unit arrives, you may use the box and packaging to return the original one.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

 

******* ********

Director of Program Management

Consumer Response:

I got the light oak.  MY adderss is 

*** ***** ******

********* ** *****


[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ****


 

 

2/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Dec 10,2013 You charged ******* to my credit card.  the heater you sent put out very little heat.  The women at 1-************ said you would refund purchase price if we returned heater to Heat Surge Processing Center, **** ***** *** ********* **** *****.  Refusing delivery of merchandise saves making a refund but this is not how honest people do business.  Is there anyway I can recover any of the **** I have wasted?

Desired Settlement: Refund from company.

Business Response:

January 29, 2014

*** *** *****  

**** * ****** ** *** ***

********* **  *****

Dear *** *****,

We sincerely apologize for the inconvenience you have experienced with your order.

In December, we learned that the United States Postal Service was returning our packages without our knowledge. All deliveries through UPS and FedEx have been arriving with no interruptions. This matter has been rectified with the United States Postal Service as of this time.

Our records show that on January 16, 2014, you spoke with one of our customer service representative, at which time, she explained that we would send a pre-paid postage label to return the unit for a refund. This label was mailed to you on January 22nd. Upon receipt of your return, your refund will be processed within 3-5 business days. A separate refund is currently being processed for your return postage in the amount of $26. Please allow 7-10 business days for this refund check to arrive.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

 

******* ********

Director of Program Management

2/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The small heating product is worthless. I tried it for about 3 days, and I froze to death. I called the company, and they hung up on me. I also tried to email the company, and it bounced back. Finally, I got a receptionist and told her that I was sending it back and that I expected full recovery of the $****** that was charged on my **** as well as the mailing back cost. The package weight about 16 pounds.The business is shady as far as I am concerned.

Desired Settlement: Refund of $****** as well as cost of mailing it back.

Business Response:

January 29, 2014

M** ******** *******e  

**** ********

********* **  *****

Dear *** *********

We are sorry to hear you were not satisfied with your purchase of the Heat Surge Mini Glo.

Our records show that on January 15, 2014, you spoke with one of our customer service representative, at which time, the return instructions were provided to you.

Your return was received on January 20th, and a full refund in the amount of ******* was issued to your **** on January 23rd.

If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

 

******* ********

Director of Program Management

2/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Dec. 15th I received a confirmation that my order ********** for a heat surge unit "roll-n-glow Ev2 (cherry).  I called and said that it was to be sent to: ***** ***** (my daughter in ******** **** ** ** ***** *** **** ******** ** *****. no to me on the order.  I was told it would be sent to her.  The UPS company tried to leave it here in ******* and I stopped them and said it was to be going to ********  I gave them my daughters name and address.  I kept calling my daughter to see if she had received it, she said no.  I spent a long time on the phone with UPS with tracking #*******************  They said it was delivered to a ** *** on **** ***** ******  I called UPS & they notified Roll-n-glow.  I received a call yesterday from Roll-n-glow & I told them that I have notified you.  I don't want the Heat Surge for my daughter.  I just want to be reimbursed.  I have also stopped payment with *********** * * 

Desired Settlement: Refund

Business Response:

We apologize for the inconvenience you have experienced with your order. Our records show your order was placed on our website on December 15, 2013. On December 17, you contacted our service center to notify us that the incorrect shipping address was entered when you placed the order. Our representative explained that the order was already shipped on December 17, therefore, the address could not be changed.

 We also show you refused delivery of the shipment and provided UPS with your daughter’s address to redirect the package. Per your conversation with our representative on January 4, the package had not arrived to your daughter’s address. Upon receiving this information from you, our representative filed a claim with UPS for the lost shipment. This claim was denied by UPS due to proof of delivery of the product in ********

 Although the package was not returned to us, as a courtesy, we processed a refund in full in the amount ** ******* to your ********** on January 27, 2014.

 We trust this resolves the matter to your satisfaction. If you have any further questions or concerns, please contact me directly at ***** ********.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ******


 

Customer advised by phone that the matter was resolved.

2/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 11/27/13 purchased 1 unit. Cost $******, paid by credit card. Received, was not as expected. Tried calling company several times. Had a hard time getting anyone at customer service. Sent back, has verified that company received it back around 12/13/13. Has not been credited as of 1/14/14.

Desired Settlement: Credit to card of ********

Business Response:

January 23, 2014

*** *** *********  

*** **** **

******* **  *****

Dear *** **********

We sincerely apologize for the inconvenience you have experienced with your order.

Per our conversation today, we did not have a record of your return in our files. Thank you for providing the tracking number for your return. A full refund in the amount of **** has been issued today to you* ******** *****

Thank you for bringing this to our attention. If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ********

Director of Program Management

2/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I got as an e-mail order confirmation from Heat Surge with the total of my order being ******* and now the company is telling me that I still owe *******, which they took out of my credit card. There was nothing anywhere that said it was more than the $******* I have called and were told that I would be hearing from someone on this matter and have not gotten any calls. I feel that I should not have to pay more than the first $****** because that is what the website had for price, there was nowhere that it said anything about more payments and neither did the email.

Desired Settlement: I would like the to have the two payments of $***** credited back to my credit card account.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order and for the difficulty in reaching someone in our service center. Rest assured, *** ******* the service you received is not typical of Heat Surge's level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur. Our records show that one EV2 Roll. N Glow Dark Oak Fireplace was ordered on our website on

October 7. Attached is a screenshot of the pricing information from the website. As Step I on the website explains, the dark oak fireplace is $****** today + FREE shipping. Then 2 Easy Monthly Payments of $*****. Please provide a copy of the email notification you received stating your order total was $*******

You may send it directly to the ****** ******** ****** or fax to my attention at (**** ********* or you may mail the information to: ******* ********, H*** ****** **** ******* *** *** ** ******* ** ****** We will review the information immediately upon receipt.

Thank you for bringing this matter to our attention. If you have any further questions or

concerns, please contact me directly at ***** *********

Business Response:

January 24, 2014

*** ******* ******  

**

* ****** ************** **  *****

Dear *** *******

Thank you for sending the copy of your order confirmation. Based on this information, we have issued a refund to your credit card today in the amount o* *******.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (**** ********.

Sincerely,

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ******


 

 

 
 
 
 
Yes that complaint has been resolved. I was waiting for the credit post to show on my credit card statement. And it has. Thank you for your help.
*******

2/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I would like to make a complaint against Heat Surge LLC, 8000 Freedom Ave NW, North Canton, OH 44720. We tried to return three heaters and used the United States Postal Service, they were returned to us. When I spoke to a Heat Surge representative they did not instruct me how to ship them. Heat Surge states now that I should have used UPS or FedEX. I asked them to send me labels with postage to return the three boxes, because I do not see why I should have to pay twice to ship them back. I contacted the Post Office in the 44632 area, and they had stated they were getting lots of complaints about Heat Surge. I was given the address of, **** ***** ****** ***** ***** ********** **** ***** to return them to. The post office can not deliver there due to a change of address the Heat Surge company put in over eighteen months ago. I have been trying for weeks to speak to someone who can give me answers to my problems, and get nothing but the run around. I am told I can not be forwarded to to a Manager. I even tried calling their corporate office and emailing them, and no response to my emails or phone calls. My mother had ordered four and after showing her she can not afford four she wanted to send back three unopened boxes. Since we have been having these problems, the one heater she has kept is now over heating the cord. She is worried her house will catch fire and wants to return the fourth heater. The account for Heat Surge is in my mother's name and address. ******* ****** **** ********* **** ******** ** *****

Desired Settlement: Return of the units and refund.

Business Response:

January 23, 2014

*** ***** *********  

** *** ***** ******** **  *****

Dear *** **********

We sincerely apologize for the inconvenience you have experienced with your order.

Rest assured, *** ********** the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

Our records show four UPS pre-paid postage labels were mailed to you on January 14, 2014. On January 15, we show one of our supervisors returned the call regarding your concerns. Upon receipt of your return, your refund will be processed within 3-5 business days.

Please be assured that our Heat Surge® product line is designed with safety in mind.  There are numerous safety features designed into each product.  We do strongly recommend that you have your home wiring inspected by a licensed electrician.  A “hot” plug as you described, is often the result of a faulty outlet or wiring. 

Thank you for bringing this to our attention. If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

 

******* ********

Director of Program Management

2/5/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a heater from them and it was shipped on March 13, 2012. I open the box and tested it as soon as it arrived. The heater was put away until it got cold at which point I got it out. Upon trying to use it, I noticed it would run a few minutes and then shut itself off. The third time it done the same thing so I sent an email stating the product was defective and asked for them to contact me. I did NOT receive a response. Realizing they had not contacted me, I called customer service and was told the warranty had expired and therefore need to buy a new one. I explained the warranty was in effect when the email was sent and I had done my part by contacting them within the warranty period. I asked to have headquarters contact me after they refused to help and left a working hours number. ***** called my home and left a message stating to call customer service. I called customer service back and was told it is out of warranty now and someone from headquarters did and will contact you again. I can not get anyone to call me back as promised and have made several attempts to resolve this on my own. The heater would not even turn on the fourth time I tried to use it. I'd like the heater replaced with the Accent model in Dark Oak like I ordered or a full refund. I have forwarded my original email showing it was within the warranty period when they were contacted and I shouldn't be penalized for their poor customer service. I can forward it again upon request. I'd like to file this complaint against headquarters.

Desired Settlement: I would like a replacement covered by an extended warranty or a refund. The replacement should be the Accent model which I ordered in Dark Oak. Thanks for your help in this matter.

Business Response:

January 21, 2014

*** ****** ********  

**** **** ****

************** **  *****

Dear *** *********

We sincerely apologize for the inconvenience you have experienced with your order.

Our records show you purchased the Heat Surge Fireplace on March 7, 2012. Your purchase was covered by a 1-year warranty. However, as a one-time courtesy, we will honor your request for a replacement.

Under separate cover, we are sending a pre-paid postage label to return the defective unit. In the meantime, we will process the shipment for the replacement to be sent. Please allow 7-10 business days for the replacement to arrive.

If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

******* ********

Director of Program Management

2/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Received product, but was not what I expected. Called to return around 11/20/13. Shipped back to return center, cost of $28.00 postage. I have not received my money back.

Desired Settlement: Return my purchase price at least.

Business Response:

January 16, 2014

*** ***** *****  

**** ******** **

****** **  *****

Dear M** ****e,

We sincerely apologize for the inconvenience you have experienced with your order.

While researching your account, we found that your return was received as you noted, however, there was no identifying information on or in the package when it is received, meaning no name, address, or customer account information. We keep such returns on file in the event a customer contacts us stating they returned a product and we have no record. We were able to match the information you provided to locate the return which was received on November 22.

Per your conversation with our Customer Service Manager, a refund in full in the amount of **** was issued to your **** on January 15.

If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ********

Director of Program Management

2/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a "Heat Surge Fireless flame" electric Fireplace from the company called= Amish Carpentry Shop less than 2 years ago, it stopped working about 3 months ago. When I called for help, the representative I spoke to told me to me to tip the fireplace forward hit the reset button and re-plug it in. This worked the first time but not after that. Whe I called back I was asked about my extended warranty,yet I was never offered an extended warranty. The assistant I spoke to on the phone suggested I just take it to a repair place 70 miles away I let her know that I didn't drive that far as I am 82 years old...she didn't care about that and suggested I should buy a new one. I feel it should be replaced as I know other people have. I was refused a corporate phone number,as well as refusal to speak to a supervisor. I believe they should be investigated.

Desired Settlement: I would like to have my fireplace replaced or full refund as soon as possible.

Business Response:

January 17, 2014

*** ******** *****  

*** **** *** **

******* ****** **  *****

**** *** ******  

We sincerely apologize for the inconvenience you have experienced with your order.

Our records show you purchased the Scratch N Dent Roll N Glow Fireplace on

February 29, 2012. Your purchase was only covered by a 90 day warranty. However, as a one-time courtesy, we will honor your request for a replacement.

Under separate cover, we are sending a pre-paid postage label to return the defective unit. In the meantime, we will process the shipment for the replacement to be sent. Please allow 7-10 business days for the replacement to arrive.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly ** ***** ********.

Sincerely,

******* ********

Director of Program Management

2/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 10-14-2013 we received a EV-2 Cherry Roll N Glow heater. We have used this heater for less than one month when we started to having problems with this unit. The heater will just cut off, we unplugged the unit and waited for 20 minutes and then plugged the unit back in and reset this unit. It will run for a few minutes and go off again. We have tried to call but unable to get anyone to answer the phone. This unit has a one year warranty on it but we have been unable to get any help on solving this problem. All we want is a unit that will worked. On monday, 12-09-2013, we spent one hour and twenty minutes on the phone waiting for someone to answer the phone. Thankyou for your help in this matter. ***** ***************** ******** ****** ************************* ****** ************

Desired Settlement: We want a unit that will work. We are afraid that this unit will catch our home on fire since it keeps on cutting off. At times when we reset the unit it want come on.

Business Response:

December 30, 2013

*** ***** ******* **** *** ****** ** ******* ** ***** **** *** ********

 

We sincerely apologize for the inconvenience you have experienced with your recent order.

 

Per your conversation with our Customer Service Manager, you are returning the Heat Surge Fireplace for a refund. When the return is received, a refund will be processed within 3-5 business days. In addition, we will be reimbursing the cost of the packaging materials used to return the product. Please be sure to include your receipt for the materials.

 

If you have any further questions or concerns, please contact me directly at ***** ********.

 

Sincerely,

 

******* ******** ******** ** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *******


 

 

 
 
 
 
In talking to customer service manager, Mr. **** *********, he is supposed to send me a return call prepaid label to return the EV-2 heat surge heater for full refund plus packaging expenses from U.P.S. As of December 31, 2013 we have received nothing from heat surge or Mr. *********.
 
As soon as we receive the shipping label we will let you know.
 
Thanks for your interest in this matter.

2/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased 2 of these heaters. While the first one worked 1 1/2 seasons the second hasnt worked but 2 months. Both have done the same thing. They will beep several times then cut off. after that will not turn on.After talking with company we orders a sensor. We installed it but it only worked for a few weeks. So I now have to nice looking cases but no heat! I will say that these heaters arent worth the money paid for them. To say they heat 1000 is not true. I would not encourage ANYONE to purchase these heaters.

Desired Settlement: We bought these through *********** While they were helpful they weren't covered under their ( **********) warranty. It all falls back to Heat Surge! The total money spent on these heaters was over ****. both will no longer work with out replacing the sensor. Since the one replaced only works a short while we are not repairing them. 1 used winter of 2012 and 2 months of 2013. the other only 2 months. A lot of money for nothing!

Business Response:

January 16, 2014

*** ***** ****  

*** ***** **** ******* **  ***

**

**** *** *****

We sincerely apologize for the inconvenience you have experienced with your order.

Our records show the units were purchased from an independent retailer, S*********. Normally, retail purchases are only covered through the retail store in which it is purchased. However, per your discussion with our Customer Service Manager, we are honoring your request for a replacement on both Heat Surge inserts.

Under separate cover, you will receive pre-paid postage labels to return the units to us for replacement. In addition, as a courtesy, we are extending the warranty on both units, free of charge. The first unit is covered until November 2014, and the second unit is covered until December 2015.

We trust this resolves the matter to your satisfaction. If this is not the case, or if you have any further questions or concerns, please contact me directly at

***** *********

Sincerely,

******* ********

Director of Program Management

1/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: purchased 2 heat surge mini glows late nov 2013. After receiving I decided they did not provide enough heat an called heat surge for a return within the 30 return money back guarantee. People at heat surge gave me return address an said I had to mail at my cost. Mail both units via usps 2 day may *** apiece. 2 days later i was notified by usps that units would be return due to invaild shipping address. Term they used Customer moved left no forwarding address. Sent email to Heat Surge Customer Svc with supposed 48 hour response. Got no response an that was 8 days ago. Talked to heat surge customer service. They Swore to me that shipping address is valid. I talked to Post Master for ********** ****. He swore to me that Heat Surge had a Forwarding in for over 18months an that they could no longer accept packages to that address. 18 months is maximum USPS will forward after that they return to sender. Talked to Heat Surge. 12/19 swore again that address is valid. Said a Heat Surge Manager would contact me no later than 72 hours. It is now 96 hours an I have heard nothing. Please advise. Seems to me someone is lying

Desired Settlement: i would like heat surge to refund my money for the units. As promised if I return before 30 days an for Heat Surge to pay to reship them since either they gave me a wrong address or they have issues with the Post Office that are not my problem

Business Response:

We sincerely apologize for the inconvenience you have experienced with your order.

 Rest assured, *** **********, the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

We have just recently learned that the local post office is returning some of our deliveries without our knowledge. All deliveries through *** and ***** have been arriving with no interruptions. We are working with the postal service to get this matter rectified.

 We are sending a pre-paid postage labels to you under separate cover to return the merchandise to us. Upon receipt of the return, a refund will be processed within 3-5 business days.

 Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (**** *********

1/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I first bought 2 heat surge fireplaces on or about 2/18/2009. Those units worked good for about 2 months.  Then I put them in storage for summer.  The following year I began to use them.  They worked fine for about a month or so then they shut off on high.  I was told to unplug them for 30 minutes then plug them back in and push the reset button.  they would work for about 5 minutes and hut off.  I paid about ******* a unit.  I called heat surge on or about Jan 2011.  I spoke to *******  I explained my problems with the last units.  I said if I knew they would only work for about 5 months I would of got the extended warranty.  ****** then said they were old units. The new ones are a lot better and have led lights and a thermostat and if I would purchase 1 unit for $****** she would include a free extended warranty with free shipping.  I said if I would buy 2 at ******* would she give me free extended warranty and shipping on both units, she stated yes.  So on 1/12/2011 I mailed a cashiers check for $****** for 2 Heat surge fireplace inserts only.  After a couple of months of use, one stopped working.  I called Heat surge ************** and told them.  They sent me another one.  On high it worked 20 seconds and shut off, and in the mean time, the second unit shut down.  I called and told them now they are both broke down.  The argued with me saying I only had one warranty and I stated I have two and sign both the day they were delivered.  My signatures are not on the same location so it couldn't of been a copy.  Every unit they sent me were damaged, units not working.  On the background was cracked and busted in the corner, screws missing, has scratches all over it.  They said I can only send one back at a time.  So I ended up just keeping that one and sent back another for replacement.  They sent me a unit scratched, big dents in the back like a forklift hit it or it was dropped on a corner of something.  And if you held up one end you could hear stuff sliding from one side to the other.  Sounded like broken glass.  I was going to check it and the screws stripped and I couldn't get the cover off.  I called them again.  They said they would send me shipping label to send it back.  I put on the label and called Fedx.  They said they were told not to pick my unit up.  I then called Heat surge back around 12/21/2013 they said to wait they were changing delivery company and they would call me when they got it figured out.  Well Dec 2013 they still haven't contacted me back, so I figured they weren't going to contact me back, so I decided to use the damaged unit because apparently they weren't taking it back.  It worked for about 30 days and shuts off on high all the time.  I called they said run it on low for 45 minutes then it should work on high.  I tried it twice.  First time lasted on high for about 8 minutes.  Then tried again and it shut off in 2 minutes.  She said the supervisor will call back in 24 to 48 hours.  Every unit I bought kicks off on high.  Called Jan 6, 2014, 9:12 1**************  The 3 year limited warranty states Heat surge guarantees they will repair the fireplace or replace it with like product when found to be defective under this warranty or they will refund your money in full including shipping cost.  They keep sending replacements that are faulty and damaged units.  Now I don't want anymore.  I am tied of dealing and arguing with their representatives over faulty and damaged units.  Now I just want my money back 2 units including shipping $****** and I bought 2 allergen filter for $***** included shipping and handling.  I won't be needing those anymore either I purchased those on 8/3/2011 personnel check #*****  Total I want back is $****** * ****** *** * ***** ** ******** 

Desired Settlement: Now I just want my money back, 2 units including shipping ******* and I bought 2 allergen filters for $***** included shipping and handling.  I won't be needing those anymore either.  I purchased those on 8/3/2011 personnel check #*****  Total I want back is ******* = ****** *** * ***** ** ********

Business Response:

January 20, 2014

*** **** ******  

*** * ***** **

******** **  ****5

**** *** *******

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace inserts.

In reviewing our records we see the numerous instances in which the heaters had to be replaced for you. To avoid any further inconvenience to you, we are issuing a full refund in the amount of ******** Please allow 7-10 business days for the refund check to arrive.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

 

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ******


 

Customer advised by phone that his complaint has been resolved.

1/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The amount of heat that was produced was minimal. You had to be within one foot to feel any warmth. The blowers needed about four more speeds. VERY DISSAPOINTING!We sent it back within two days. It was not accepted by the company and returned. We paid for the return shipping as well as return insurance. We expect to be refunded for the original price plus return shipping plus insurance.After being on hold for at least 90 minutes, we were told they would mail us a return shipping label within 6 business days...It never arrived!We called again and they said they would EMAIL us a return shipping label and agreed to refund our three above mentioned expenses. We are still waiting for this to happen. My wife is furious with the run around she is getting on the phone. It is one false statement after the next. They said, "We sent it to the wrong address" When we told them the address that we sent it to they couldn't understand why it wasn't accepted. Nice try..How soothing. Then they said "Why did you return it USPS? That was incorrect" Their web site gives instructions to send it USPS to the blow listed address which is nowhere listed.I can only assume that all of the associated companies are fraudulent as well. They seem to have a pretty high advertising budget. I responded from a whole page ad in my local paper. And theie ad on ***** email also looked quite extensive. TOTAL SCAM!

Desired Settlement: I need to check with my wife in the morning the exact amountsI believe the purchase was *******The return cost and the insurance is what I don't know exactly.This site probably won't save itself till tomorrow so I will continue as is and be more exact tomorrow.Sorry but I feel it is importan to complete this now as is for my own sanity.

Business Response:

January 13, 2014

*** ***** ******  

** ***** ****

******* **  *****

Dear *** *******

We sincerely apologize for the inconvenience you have experienced with your order.

Rest assured, *** ******, the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

We have just recently learned that the local post office is returning some of our deliveries without our knowledge. All deliveries through *** and ***** have been arriving with no interruptions. We are working with the postal service to get this matter rectified.

Your pre-paid postage label was mailed to you on January 3rd. Upon receipt of the return, a refund will be processed within 3-5 business days. Also, if you send a copy of your postage receipt, we will gladly reimburse you for those charges as well. You may send this information to Heat Surge, Attn: ******* ********* **** ******* *** *** ******* ** ******

If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

 

******* ********

Director of Program Management

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** ******


 

We have talked to a number of representatives from this company (Heat Surge) who have all spoken nicely and promised us various results but for the most part have been misleading or lying to us. Yes they finally sent us the return label and the heater was sent back to them once again this time by UPS. When the $*** **** ***** for shipping and insurance is refunded to my bank account then and only then  will  I accept their kind shallow words. Done, Thanks for the inferior product and the run around.

Regards

***** ******  

1/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ive emailed them more than 3 times I have the proof I have contacted their facebook page told them the fireplace has been defective since day 1 !!! and I payed extra for the extended warranty !!! one time some called me back I couldn't answer my phone at work !! I tried calling the # back after I got done work says this number is invalid !!! I spent **** and I want my money back !!! no response nothing !!!See this is what I'm talking about nobody will even call me I spent $*** a fireplace it doesn't even work I'm definitely going to be registering complaints ****** ******** ****** and spreading the word this is not how you treat customers

Desired Settlement: full refund ill send them their piece of #$#$ fireplace back !!!! all their phone numbers and emails are invalid !!!!

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

 

A pre-paid postage label is being sent to you under separate cover. Once the unit is returned, a full refund will be issued within 3-5 business days.

 

If you have any further questions or concerns, please contact me directly at (**** *********

1/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased unit Dec 2013. Paid *******. Product did not perform as advertised. Sent back approx. Dec 12, cost ******. Tried to call company around Dec 17 several times, but could not reach a customer service person. Did send an email, but there has been no reply.

Desired Settlement: Refund of $*****0 paid for product.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your order.

 

Our records show we received your return of the Heat Surge Accent Fireplace on December 17. A refund in the amount of **** was issued to your **** on December 23.

 

If you have any further questions or concerns, please contact me directly at ***** *********

 

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am writing in regard to the attached invoice you sent my 87-year old mother, ********* ******, for a replacement warranty for your "Amish" Space Heater. I have her legal Power of Attorney, and am, therefore, legally authorized to respond on her behalf. Please do not send my mother ANY more correspondence in regard to replacement warranties, or for that matter, any advertisements of any sort in an attempt to sell her any additional products or services. Her full name and address as it appears on your mailings is as follows: ********* ****** **** ******* **** ** ******** ** ********** *he "Amish" Space Heater that your company sold her under the premise of "buy one/get one free" is, in my opinion, a total misrepresentation of an Amish product, and a complete rip off as far as promises that it will slash heat bills. It does NO such thing. I know this first hand, as she gave me her "free" one. Furthermore, your marketing preys on innocents such as my mother, who unfortunately does not have the ability at this time in her life to make objective decisions when overpowered with such marketing tactics. And to continue preying on her by inducing her to purchase warranties that will "save her **** in replacement costs" is downright sinful.

Desired Settlement: As I said, take her name off your mailing list, off any type of call list, and do not contact her again.

Business Response:

Per your request, we have removed your mother’s information from our mailing list.

 

            ********* ******

            **** ******* **** **

            ******** **  **********

 

If you have any further questions or concerns, please contact me directly at (**** *********

 

1/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: this is my second insert of heat surge, which by the way is encased in a beautiful cherry cabinet. the first insert started making banging noises and I was successful in reaching someone in customer service at that time. However, it cost me an additional $******* to purchase the second insert. After much consideration I decided that I should purchase a warranty for this insert, just in case!!!Well, the second insert cut off completely and following that 10 beeps were given. I turned it off, waited for it to cool down, turned back on - same thing. So now on to calling the 800 # provided on the website--30 minute hold the first time. I was given an service center in New Jersey - telephone number and all-but no HSW #-this is the warranty number that can only be provided for this service center to fix. Received a call from the service center today and the repair is not under warranty-or so they say

Desired Settlement: I paid an additional $***** for said warranty-today,after I received the call from the repair shop I was told it would cost me $***** for cleaning the insert,if that was causing the problem and an additional $***** for the placement of a filter. So for a warranty cost of ****** paid in August of this year, I have to pay an additional $******? Heat Surge needs to honor my warranty and pay the ***** ***** **** ******* the costs for the repairs-and NO I COULD NOT GET THROUGH TO HEAT SURGE TODAY

Business Response:

We sincerely apologize for the inconvenience you have experienced with your heater.

If a problem with the heater occurs that is not related to any defect or malfunction of the unit, such as general cleanings due to dust or debris, this is not covered under the warranty.

As a one-time courtesy, we will replace the heater for you. We are enclosing a pre-paid postage label to return the unit to us. Upon receipt of the return, we will send another unit to you free of charge.

If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

******* ********

Director of. Program Management

Business Response:

We apologize for any misunderstanding. Your original information did not disclose that you had already paid to get the heater cleaned.

 A refund in the amount of ****** is being processed for you. Please allow 7-10 business days for the refund to arrive.

 If you have any further questions or concerns, please contact me directly ** ***** *********

Consumer Response:

 

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* *********


 

 

1/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On or around Halloween 2013, I ordered a Mini Glo Heater from Heat Surge. They had an advertisement in the local newspaper and so I thought I would order what I thought would be a good deal for us. On December 10, 2013, I place a call to check on shipping status. I was told it was shipped and delivered on November 21 at 12:02 pm. I explained that I had not received it and was told to call UPS and find out where they left it. I called and was told by UPS they left on a front porch. I explained to them that I didn't have a front porch and they told me I would have to file a complaint with the company I purchased from. So I called Heat Surge back back and filed a claim. I was told then that someone would call me in 7-10 days and it would be resolved. After not hearing anything, I called back on December 21 and again was told they would escalate and again someone would call me back. I was also told because it was delivered somewhere, they could not issue me a refund or send a another. That is what a supervisor would call me about again in 7-10 days. It is now January 6th and again I have had to call to only be told the exact same thing. When I asked for a supervisor, I was told it would not do me any good to speak to a supervisor because they are a 3rd party. I then asked for a phone number of the primary contact and was told they didn't know but was assured she would put in a request for someone to call me back. I am frustrated because I have to take off work to deal with this mess. It takes me 30 minutes or longer to sit on hold before I get to an actual person and then get the run around. At this point, I really would like to have the heater but if that is not possible, I will take my money.

Desired Settlement: 1. a simple return call would be niceand then2. replace or refund

Business Response:

January 16, 2014

*** ***** *****  

*** ** *** ** ******** **  *****

Dear *** ******

We sincerely apologize for the inconvenience you have experienced with your order.

Per your conversation with our Customer Service Manager, another fireplace is being sent to you with a signature required. This will prevent UPS from being able to simply leave the package at the door.

Your fireplace was shipped yesterday, January 15, and is expected to be delivered on Monday, January 20.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

 

******* ********

Director of Program Management

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* *****


 

 

1/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I ordered this product, thought I was getting a standing fireplace, when in fact it was a very small stand on furniture unit
.  did not want this small unit.  Have been trying to get a refund of this product which was placed on my **** ***** *****  Called this ************** number which is their refund center 3 different times waiting for 3 hours and 45 min to talk to a representative which I have 3 different times for a refund of my money.

Desired Settlement: I want at least the cost of the unit put back on m* **** card unit ******* and shipping $*******

Business Response:

December 31, 2013

*** ****** *********  

**** * ****** ***

********* **  *****

Dear *** **********

We sincerely apologize for the inconvenience you have experienced with your recent order.

In reviewing our records, we do not show receipt of your return of the Mini-Glo Heater. However, per the tracking number you provided, the results show the return arrived on November 14. Per your conversation with our Customer Service Representative, a full refund in the amount of **** was issued to you* **** card on December 19.

If you have any further questions or concerns, please contact me directly at ***** *********

Sincerely,

 

******* ********

Director of Program Management

1/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our formal complaint is against a company called Heat Surge. Their address is Heat Surge, *** ******* *** *** ***** ******* **** *****. Phone number is ************ or ************* e-mail-***********************. On or about October 29, Heat Surge sent to us a replacement component for our Heat Surge heater. We discovered it was the wrong component for our mantel or cabinet. When we called Heat Surge they admitted it was the wrong one, it was for a portable model. Also, the unit would not work. We talked with Heat Surge trouble shooting department and they conccured that something was mechanically wrong. At our cost we returned the wrong unit, which was not working, back to Heat Surge. The cost of the unit was **** and we were credited with only $******* We are asking for compensation of both shipping costs. The cost to return the unit was $*****. We reordered a newer unit, which came with the mantel or cabinet. This was around 11/06. When the unit was plugged in, following all the instructions which came with the unit, there was a loud roaring noise coming from the unit. It was so loud we could not hear our television. Again I called Heat Surge, which always takes an hour to an hour and 45 minutes before you reach anyone. With the exception of one person, Heat Surge handling of the public is terrible. They argue with you, are unconcerned, have no reason for you waiting for almost two hours to speak with someone. A recording says their system is down or the line is busy and then you are cut off. I pastor a two hundred member church and can no longer recommend Heat Surge to my members. I am also contacting the Attorney General's office in Ohio. Stores in our area and others have discontinued selling Amish Heat Surge units because of poor workmanship.

Desired Settlement: The cost of the new unit was ******** *hey have agreed to refund us for the unit but I want to make sure we receive a full refund. We should not have to pay shipping for a unit that does not, work is not mechanically sound.

Business Response:

December 30, 2013

*** ******** ******  

**** *** ***

********* **  ****3

Dear *** *******

We sincerely apologize for the inconvenience you have experienced with your orders.

An additional refund in the amount of *** is being issued to your **** card today to complete your refund in full ******. A separate refund in the amount of *** for return postage fees is being processed by check and will arrive within 7-10 business days.

If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ********

Director of Program Management

1/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered and received a Heat Surge mini fireplace the week of Thanksgiving. The first week of December I called the company to obtain a address to return the product because the company did not send this information on the invoice enclosed with the product. I was told I would have to send the product back *** or ***** at my cost. I told the CSR I was not going to pay for that service. I would send it back using the postal service. The CSR was flippant and stated it was my choice but if the box can't fit in a regular mailbox it would be returned if I send it that way. I sent the mini fire place back via the postal service and was able to track the package. The package was returned back to me marked unable to forward because I guess no one signed for the package at it's destination. I have spent an additional $21 to return this package to Heat Surge. During the above time period I have called my credit card company and gotten them involved to dispute this charge because I attempted to return the product in good faith and the Heat Surge company has not been cooperative. The Monday before Christmas myself and****** from the dispute department of my credit card company called Heat Surge and spoke with a CSR that had no information regarding my call to return the package and ****** even questioned her about why there was no label for returns encoded in the shipping. We also questioned her about the address I was told to return the product to because it is different from the address listed on the box the mini fireplace was shipped in. I was told a supervisor would call me back regarding the problem within 48 hours. On Christmas eve morning *** a Supervisor at Heat Surge called and stated the company would send a shipping label via the postal service so I can return the product. I have not received this label and today is the 28th of December.

Desired Settlement: I would like Heat Surge to send the shipping label or pay for *** or ***** to pick up the mini fireplace package from my home.

Business Response:

January 7, 2014

*** *** ****** **** ***** * ** ************* ** ***** **** *** *******

 

We sincerely apologize for the inconvenience you have experienced with your recent order.

 

Late November or early December, we were alerted by several customers that their package was returned to them through the postal service when sending a return to our returns facility. Until we were able to determine the cause of this error, we were advising all customers to return the merchandise through *** or *****. This was in an effort to avoid any inconvenience such as the one you experienced.

 

Our records show that per your discussion with ***, the pre-paid postage labels were mailed to you on January 2nd. Upon receipt of your return, your refund will be processed within 3-5 business days.

 

In addition, we will gladly reimburse you for the $21 postage fee you incurred on the initial attempt to return. Please allow 7-10 business days for the refund check to arrive.

 

If you have any further questions or concerns, please contact me directly at ***** ********.

 

Sincerely,

 

******* ******** ******** ** ******* **********

 

Business Response:

January 9, 2014

*** *** ****** **** ***** * ** ************* ** ***** **** *** *******

 

Your refund check of $21 for the return postage was processed on January 7 per our letter and the check was mailed today, January 9.

 

The *** label was, in fact, mailed on January 2 to **** ***** * *** ************* ** *****. If you have not received this label as of today, we can certainly email another to you if you would like to provide an email address. Or, if you do not have an email address available, we can send another via 1st class mail.

 

Please advise us of your preference by contacting directly at ***** ********.

 

Sincerely,

 

******* ******** ******** ** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** ******

 

 

1/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My local newspaper listed a half-page ad for this company and their mini glo heaters. There is a large picture of the heaters in their boxes at the company ready to be shipped to customers. The box states "Upstairs-Downstairs Efficiency Combo" and shows a picture of two units. The caption states "Everyone's getting the Upstairs-Downstairs Efficiency Combo of two Heat Surge Mini-Glo Efficiency Heaters because they only use pennies an hour..." The ad also states "at a massive discount and cover just **** and shipping and handling" OK...so my husband calls and orders what we think based on advertising is two of these heaters for **** plus s/h but we are charged almost **** because the offer is only for one heater. When I call back to cancel because this is NOT what was advertised, I am told I can not cancel until Monday because customer service is unavailable (which by this time my order will already be on its way) If a copy of the ad needs to be submitted, I am ready to do that as well. I would like to also ad that this is not a drastic discount of any kind as I can get one heater on HVC for less money and free shipping (which I researched after the fact)

Desired Settlement: I would like a full refund and/or two heaters for the price of **** as the ad suggests.Thank you

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

 

Our records show that your order was placed on December 14, and per your request on December 16, the order was cancelled. No charges were applied to your credit card.

 

If you have any further questions or concerns, please contact me directly at ***** ********.

1/14/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: To Whom it may concern. I have a mini Surge unit that is no longer working. It was purchased mid-2013. I have been trying to attempt to obtain warranty repair/replacement since Thanksgiving weekend 2013. On that weekend, I called customer service and the rep. could not find my information. I was told that would receive a call from them the following Monday. I never received any phone calls and I again called in on January 3rd, again no information regarding my order was found. I was advised to make a copy of my shipping label and email it to ********************* and the email was returned as not being deliverable. Since the email came back, I called again this morning and was advised that customer service could not do anything since the order could not be found and she was going to forward a message to Corporate offices. See the email forward from below that was attempted to be sent on Friday. I am more that willing to purchase another while I wait for you to find my information and issue a refund later after I return this one. As indicated below, there is just a short winter in ******* and a few days of cold weather. Tomorrow is going to be one of the coldest and I will dearly miss my little foot warmer. Is there any way you could expedite this request. ----- Original Message ----- From: **** To: ********************* Sent: Friday, January 03, 2014 4:06 PMSubject: Shipping info for Heat surge Mini.Attached is a scan of the side of my box showing shipping information. As indicated in my conversation, I have been at this since Thanksgiving weekend and no one has been able to find my paperwork. Is there anyway we could expedite this. As your aware there is only a few days of cold in the Florida winters and currently this is one of them. Currently it has the smell of burnt wires, It was working but on thanksgiving it was not. Today I went to turn it on and it worked, then I seen a spark on the right of the heat opening and it went off again. continued to below.....

Desired Settlement: Replacement for non working Mini Glo Heat Surge unit purchased on or about March 1, 2013Continued from Complaint description: When it stops heating, the switch no longer turn the lights off. I have to unplug to get the lights to turn off. Is there anyway you could ship another while you are trying to find the paperwork on this one. I really don't understand why you cant find it it, nor do I really understand why we could not expedite this is some way and give me the benefit of the doubt.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your order.

 In reviewing your information, we find that the email you were provided with originally for our Customer Service Manager, **** ********** was incorrect. However, we show **** did contact you on January 8 via email.

 As **** explained, your warranty has been extended until April 1, 2014. A pre-paid postage label is being mailed today under separate cover, and your replacement unit will arrive within the next 7-10 business days.

 We trust this resolves the matter to your satisfaction. If this is not the case, or if you have any further questions or concerns, please contact me directly at ***** *********

 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *****


 

 

1/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a heater & sent money order for a hybrid phermic heat surge (heater). It was mailed on 7 Oct 2013. I have not received this heater. I called the company 8 times & each time they say they will check it out & return his call. I calle* ******* ***** & they put a trace on the money order & told me it had been deposited to the order of the 5th 3rd bank for deposit only. When I called the company back with this information they said they would see who deposit this money order. They also said they would call me back. They still haven't returned my call. The money order was bought at the ****** *****, ******** **, money order number is *********** in the amount of *******. It also cost $***** to trace this money order. When I ordered this heater I also sent a coupon for worth ******* . I have the letter stating the coupon exp date. The companies phone number is **** *********

Desired Settlement: I want the heater or my money back.

Business Response:

December 30, 2013

*** ******* ****  

3** ***** ****** **

******* **  *****

Dear *** *****

We sincerely apologize for the inconvenience you have experienced with your recent order.

In researching our records, we found your payment and order was erroneously applied to the incorrect account number. Consequently, the Heat Surge Fireplace was sent to another party.

Per your conversation with our Customer Service Representative on December 6, the matter was being investigated and your fireplace was shipped to you on

December 19. Per our discussion today, you have received the unit and are pleased with the purchase.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly a* ***** *********

Sincerely,

******* ********

Director of Program Management

1/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family and I are in disgust as to how this company has not responded to our many upon many calls and requests for help.  We tried constantly, day after day for two weeks to get your department in the claims division.  We have come to the conclusion that your non response means that you are ripping the consumer off.  We also noticed that you continue to send out your pamphlets to sell your heaters but evidently and extended warranty, which we purchased this year, is invalid.  I am requesting that your company remit my $** back to me.  Please pass this on to the department in charge.

Desired Settlement: I am requesting that your company refund my $***

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

Per your conversation with our Customer Service Manager, because you discarded the fireplace, we are unable to refund or replacement this item. However, we are processing a refund for the warranty in the amount of **** Please allow 7-10 business days for the refund to arrive.

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2012 I purchased a electric fireplace heater insert Mod#W5. I didn't open the box until two weeks ago, the heater worked fine. When I read the paperwork that was in the box I found out that you could order a remote control and a filter system for the heater. I called the company and ordered the remote control, filter system and extra filters for the heater that I had. Total of the order was $****** When I received the items they did not fit the heater that I had and the remote control didn't function also. That same day I called the company and explained to the lady that answered the phone, the problem that I had she checked my order and informed me that they had sent me the wrong items for my heater. I ask her what to do. The only thing that she did was provide me with a address to send it back to Heat Surge Returns processing Center. **** ***** ******* ********* **** ****** I place all of the items back in the box went to the post office and shipped it back. This bothered me for a couple of days because I had to pay to ship the order back to them and it was their mistake in shipping me the wrong material. I call the company and talk to a lady, explained to her my problem her response was that they should have offered to send me a shipping label, but they did not. I advised her that I wanted to talk to someone else higher up in the company. This was a friday and she explained to me that she would send the information to her boss. On monday 11/25/13 I received a call from a lady and she explained to me that it was company policy that all returns had to be payed for by the customer. I explained to her that it was her companies mistake and that they should pay for having to return the items. She refused to consider them paying for me having to return the order. Because it was company policy, not to pay for returns. I think that this is wrong and not good business. The are making money off of their mistakes, by making the customers pay for pay for their bad business practice. Cost was ******

Desired Settlement: Provide me with a refund of the cost of shipping the box back to the company.*****

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

Per your conversation with our representative on December 5, we are sending a pre-paid postage label to you under separate cover. In addition, we are processing a refund in the amount of $**** for the return postage charges you incurred.

Upon receipt of the merchandise, we will complete a refund will be processed for the merchandise within 3-5 business days.

If you have any further questions or concerns, please contact me directly at (**** *********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** ****** 


 

Customer has phoned BBB to state he has not received a mailing return label or his $**** refund as yet. He has the package ready to return otherwise.

Business Response:

Our records show the refund check was mailed to you on December 11, and the postage paid label was sent on December 12.

Per our conversation today, you received both items and have returned the merchandise to us. Upon receipt of your return, a refund in the amount of $***** will be issued to your Mastercard within 3-5 business days.

1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered a Heat Surge Amish fireplace from the advertisment in the ***** ******** ********. After a month we recieved a partial fireplace which was the wrong product. After shipping it back to the company in Ohio and paying**** for shipping (for their mistake) we still have not recieved another fireplace. We have asked for a refund after weeks of trying to get ahold of this company via phone. It takes about 50 minutes to get thru to a live person. They at first assured us the product was on its way, a few weeks later we were told it was backordered and then finally we were told our money would be refunded within 3 business days. Well that was a month ago. We are at a loss of what to do now and do not want another person to go thru this. We are out about ****.

Desired Settlement: Would just like our money back.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your order.

Our records show the replacement order was cancelled per your request on November 25. After further investigation, we find the refund was not automatically generated from that cancellation as it should have and are taking the necessary steps to ensure this type of situation does not reoccur.

We have issued a full refund, today, in the amount of **** to your Visa ending in ***** If you have any further questions or concerns, please contact me directly at (**** ********.

1/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a electric fireplace online on Dec 3rd. they have no online help, there customer service number, no one anwsers they just put you on hold, i was on one time for 20 minute the other for 2 hours. there website *************************************** statues that orders will be processed in 24-48 hours and then you will recieve the item within 7 days. I emailed the only customer service email that they give out which is *********************** there supposed number is **************. I emailed them 4 times and never received a email back, the only thing i got from them is a email at the time of order that say my order was complete and will send email when shipped, cannont find any status of my order ********* the money is alredy out of my bank account and I just want to know the status of my order and why it has not shipped.

Desired Settlement: if there not going to ship my item I would like a refund but cannot even reach a live person to ask about anything.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

Rest assured, *** ********, the service you received is not typical of Heat Surge's level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur. We are currently changing t:elephone and internet providers, and have unfortunately,

experienced interruptions in service.

Our records show your order was placed on December 3, shipped to you on December 4, and delivered on December 10.

Enjoy your new Heat Surge fireplace! If  you have any further questions or concerns, please contact me directly ** ***** *********

1/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Received a advertisement in the mail about the Hybrid Micro Heat Surge Furnace. A $*** e-coupon was enclosed. I sent a check on 10/10/2013 for $***. The check was cashed by Heat Surge on 10/16/13. To date I have not received the Heat Surge furnace by UPS. I have listened endless hours to their automated operator with no satisfaction. I have sent a certified letter with no customer service representave to call me. I have asked for a tracking number with no answer. I am requesting a refund or a Heat surge furnace that I ordered.

Desired Settlement: A full refund.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

Our records show you spoke with one or our service representatives on December 6. At that time, our representative explained the order shows shipped on October 24, however, no tracking information was available through UPS. Therefore, the order was reshipped to you on December 9. UPS records show the merchandise is expected to be delivered on Thursday, December 19.

We trust this resolves the matter to your satisfaction. If this is not the case, or if you have any further questions or concerns, please contact me directly at ***** *********

1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought and received a 2010 Roll N Glow Scratch and Dent Insert from this company on 11/28/2013. When I plugged it in it would not start. I have been trying to get them by email and telephone for 3 days. Today I called and they put me on hold for one hour and then disconnected.

Desired Settlement: Put $****** back on my credit card or send me a check.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

Our records show you spoke with one of our service representatives on December 9. At that time, a pre-paid postage label was requested so that you can return the defective unit. Also, on December 11, we shipped a replacement unit to you free of charge. UPS tracking shows the replacement was delivered to you on Friday, December 13.

We trust this resolves the matter to your satisfaction. If this is not the case, or if you have any further questions or concerns, please contact me directly at (**** *********

12/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Numerous attempts to contact this company in order to return a defective fireplace. This order was dated 11/14/13. I have sent emails that have not been answered. I have tried several different times a day for at least 5 days, holding on for up to 45 minutes at a time trying to get through to customer service. I have not been able to get in contact with this company.

Desired Settlement: I would like to talk with a customer service representative in order to get this unit returned for a full refund within 15 days.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

Rest assured. *** ****, the service you received is not typical of Heat Surge's level of customer satisfaction. The necessary steps are being taken. to ensure this type of situation does not reoccur.

Our records show on December 2, you spoke with one of our representatives and return instructions were provided. Upon receipt of your return, a refund will be processed within 3-5 business days.

If you have any further questions or concerns, please contact me directly at (**** *********

12/31/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered the Heat Surge heater from a full page ad in the ********* ******** newspaper. The product did not work as advertised. I called and got an address to return for full refund. It cost *** to mail the box back. It was just returned to me marked not deliverable. I have been on hold for over an hour. It was sent to the address I was given on phone. I repeated it back to make sure it was correct.

Desired Settlement: I want a refund of the **** I paid for product plus the $** I spent to return it to them the first time.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

Per your conversation with our representative on December 2, we are sending a pre-paid postage label to you under separate cover. in addition, we are processing a refund in the amount of *** for the return postage charges you incurred.

Upon receipt of the merchandise, we will complete a refund. will be processed for the merchandise within 3-5 business days.

If you have any further questions or concerns, phase contact .me directly at (**** *********

12/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/8/2013 I ordered a Heat Surge fireplace insert (ONLINE) to replace my broken one. I didn't realize the order was cancelled by Heat Surge on 11/21 until I opened my credit card statement on 12/2/2013. The credit Heat Surge gave me was $***** less than they charged me. I wanted to get my money back. I tried calling using the 800 number and held for more than 40 minutes and gave up. ps. I tried calling a week ago (same 800 number) to find out the status of the heater and held for a long time with no response as well. I know it isn't a lot of money and I am probably out the $***** but to someone else out there shopping it may be a lot of money. As I stated before, I didn't cancel this order, Heat Surge did. The merchant ID on my credit card statement was HEAT SURGE *********** ***** ******.

Desired Settlement: I would like the ****** credited to my MC account. The order number for the heat surge was ********. The amount they originally charged me was $******* The amount Heat Surge refunded was only $******...Heat Surge's original refund was $***** short.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

Rest assured, *** *******, the service you received. is not typical of T-Teat Surge's level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

Our records show your order was shipped on November 12 and was returned to us. The return was processed according to our return policy, which is to refund the purchase price less shipping. However, after further review of your return, it appears the package was never received by you.

We are issuing a refund in the amount of $*** today, to your credit card to complete your refund in full.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at **** *********

12/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 17, 2013 I responded to a mail solicitation offer for a Heat Surge roll and glow fireplace with e coupon attachment. I sent a check ($****** full payment) with my response. I received the product October 29, 2013. The unit did not turn on. November 4,2013 we called the number listed 1-************* waited on hold for 20 minutes plus only to have the person who answered hang up! Another 20 minutes plus hold and we reached ********, who talked us through troubleshooting (even the rest button did not function!), who promised an exchange and was to send a return label which should arrive in 10-14 days. It did not. On November 20, 2013 we called again, experiencing the same hold message for 20 minutes, then reaching ***** ***** who was semi non responsive, then said he would follow up, issue another label, for us to call again if it doesn't arrive. It is now December 2,2013 and the only mailing we have received is another solicitation. At this time we would like to request a refund of our $****** payment and return the defective product to Heat Surge. I am hoping the BBB can help us accomplish this return and refund.

Desired Settlement: Refund of $******. Method to return defective product to Heat Surge.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order. Rest assured, *** *******, the service you received is not typical of Heat Surge's level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

We are sending a pre-paid postage label to you. Also, we show a reship has been set up for another unit to be sent to you. However, your letter states you would like a refund of  your purchase. Please contact me directly at***** ******** with your preference of an exchange or a refund.

Sincerely,

******* ********

Director of Program Management

12/31/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We recently purchase a Heat Surge 1 yr warranty. We needed to take the unit to an authorized repair service. We were informed that we needed a warranty number, which was no where on the warranty that they sent us. Upon calling several times to the company a call was finally returned where my wife was told she could not get the required number because it was confidential? She handles matters such as this because I work past Heat Surge Co hours and cannot call them at their convenience. She was told that I was the only one who could access the warranty info. Absurd! In conclusion they have *** of our money and we cannot get the unit fixed. The warranty number is not a matter of National security. All we are asking for is the warranty number, something that has been PAID for! We will never purchase anything from them again. It has been unresolved to this date, and totally unnecessary.

Desired Settlement: Refund the $***** we paid for the warranty.Since they are not going to honor the warranty. I intend to request a refund.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

For the protection and privacy of our customers,  it is our policy only to release information on the account to the named account holder unless prior authorization was given for a third party.

Your warranty number is ***************. Our nearest service center is 4-D Vacuum located at **** **** *** ** *** *********** ** *****. This center is just **** miles from ******** *******

If you no longer wish to have the unit serviced, or if you have any further questions or concerns, you or your wife may contact me directly (**** *********

12/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Reaching customer service was extremely difficult and promises made were not kept. No response what so ever to emails.

Desired Settlement: I would like the warranty honored without further delay.

Consumer Response: The heat surge insert was purchased on 4/08/2013.  

 
The unit shuts off after a few minutes of use. 
 
After going through the trouble shooting with a heat surge representative we discovered the units on/off switch would not
Operate the unit.  It can only be turned on with the remote.
 
I was promised a new replacement unit.  I would receive mailing labels and a unit within 5 days and I could use the shipping
Carton of the new unit to return the defective unit.
 
I have not received the new unit.
 
My main complaint is I can not reach them by phone or email to resolve the matter.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your order.

Rest assured,*** *****, the service you received is not typical of Heat Surge's level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

In reviewing our records we see that you spoke with our representative on November 11, 2013 and  a pre-paid postage label was mailed to you on November 13. Also, as promised, our representative processed a replacement to be sent to you. However, this request was never processed through shipping. We apologize for this error.

We have placed a rush on this request for you, and the replacement unit will ship out to you today. Please allow 7-10 business days for delivery.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ********

Director of Program Management

12/30/2013 Problems with Product/Service
12/23/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 11/20/2013 Heat Surge debited**** from my checking account but to date I have not receivedthe Heat Surge heating system (a fireplace). I tried to call them numerous times to no avail; there is just a voice mail and no one returns my calls.

Desired Settlement: To resolve this complaint I am requesting that Heat Surge fully refund my **** immediately.I have no heat in my apartment and I need the money to purchase a heating system. I amdisabled and I do not have the money to purchase a heater; please send me my money immediately.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

Per our conversation, we are processing a refund in full in the amount of $***. Your refund check will arrive by Tuesday, December 17.

If you have any further questions or concerns, please contact me directly at ***** *********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****


 

Customer advised by phone that she did receive her refund.

12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mama (***** ******* - same address) bought 2 heat surge products (fall of 2012 - ext warr about 6 months later) for the house and we started having issues with one of them. I contacted Heat Surge last month and was given 4 repair places in the area. I have contacted all 4 and have been told that they haven't serviced Heat Surge in quite a while. Now mama paid **** each for these heaters and also bought a 1 yr warrantee because if something were to go wrong it would be covered cause we spent an awful lot on it. Now I tried contacting them again and I sit on hold for hours without anybody answering the call. I tried emailing also no response! We are on a limited income and can't afford to throw away all that money on something that isn't working!!!

Desired Settlement: I am to the point where I want a refund for her of the initial $*** each for purchase and the **** for the extended warrantee!! If no one is able to repair what happens if it breaks down again!!??

Business Response:

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge fireplace.

Rest assured, *** ******** the service you received is not typical of Heat Surge's level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

Per your conversation with our Customer Service Manager, a pre-paid postage label is being sent under separate cover to return the defective unit. In addition, we are sending a new fireplace to you. Please allow 7-10 business days for delivery.

If you have any further questions or concerns„ please contact me directly at ****) *********

12/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint:  Consumer purchased a heater for ******* and delivered  on 11-23-13. The heater does not cover 400 square feet as advertised. Consumer has called the company several times with no answer.

Desired Settlement: Return label and refund of $*******

Business Response: response

12/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint involves a health issue due to extreme stress complicating serious coronary artery disease. Since March 2012, we purchased 4 mantel type heaters, spending over ******. We also purchased an extended warranty (***) on one unit given to our daughter. The heater was defective and Heat Surge gave me a HSN number for repairing it back in early September 2013. I dropped it off to the authorized repair facility on October 2 and was told that it would be ready for pickup within 10 days. After numerous calls to the repair facility who said they could not find the problem and that probably the unit was defective in design. They said they spent over **** replacing just about every functional piece of equipment without success and had discussed my unit with HS tech in detail. About 10 days later, after many calls, the repair facility told me that I could pickup my unit since they put a new thermocouple in it and it was working. On November 4, I received my unit back and discovered that nothing had been repaired - same problem as when I sent it for repairs (reset). Since Novemeber 5, I have been trying to contact HS and demand a new unit or money back. I try about 7 times a day and wait about 45 minutes each time with the same message - currently assisting other customers.... Last week, I tried to contact their direct phone in North Canton, which refers me to the operator who is always busy on another call. I am terribly frustrated and feel like I have been taken. I served in the army during vietnam war and learned to take a comrade for his word and guarantee. I need our money back since we live on social security and times are hard. Please help us!

Desired Settlement: We paid $*** for the broken unit and want a refund check asap. If HS wants their unit back, they must pay postage.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your purchase of the Heat Surge Fireplace.

Rest assured, Mr. ******** the service you received is not typical of Heat Surge's level of customer satisfaction. Per your conversation with our Customer Service Manager, we are sending a replacement unit to you under separate cover. Please allow 7-10 business days for the unit to arrive. We are also sending a pre-paid postage label under separate cover to return the defective unit.

Thank you for bringing this matter to our attention. if you have any further questions or concerns, please contact me directly at (**** ********

12/23/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a Portable Heater on Sept. 28 and paid for it with a personal check. The check was chashed on Oct. 3 with the name Eden Pure Heat Surge. I still have not received the heater I ordered. I would like to know if it is still to be sent or will you refund the $*** payment.

Desired Settlement: I will accept either the ordered heater or a refund.

Business Response:

We sincerely apologize for the inconvenience you have experienced. In checking our records, we do not show receiving a payment from you for *****

Please check your records as to which company the check was payable to and cashed by. EdenPure and Heat Surge are two separate companies. If the check shows cashed by Heat Surge, please send a copy of the cancelled cheek, both front & back, to: ******* ********* **** ****** **** ******* *** *** ******* ** ** ***. Me information will be reviewed upon receipt.

If you have any further questions or concerns, please contact me directly at (**** *********

12/23/2013 Problems with Product/Service
12/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a heater from Sears (Heat Surge)on 11/11/11 and on 3/30/12 the heater just stopped working. It took forever to get ahold of someone to help me and finally on 4/4/12 the company sent me a new LED insert. Well by that time we put the heater away because the weather was getting warm. Now here we are 11/18/13 and its time to pull out the heater again. It will not work. I called several numbers to speak with someone and they all hang up on you. In the meantime it says 1 year warranty and the heater isn't used for many months because its warm. I bought 3 heaters and the other 2 are fine. I would like someone to send me a new insert or get my money back ,but no one is on the other end of the phone to assist me. Please help if you can. Thank You *****

Desired Settlement: I would like a replacement or my money back. After all I did purchase 3 of the units.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your Heat Surge Fireplace.

Our records show your purchase was nude through Sears in November 2011. Normally, any type of return is handled through the supplier directly. In addition, your purchase was only covered by a 30-day money back guarantee.

However, per your conversation with our representative, as a one-time courtesy we are sending a replacement insert to you free of charge. Please allow 7-10 business days for the insert to arrive.

If you have any further questions or concerns, please contact me directly at (**** *********

12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Heat Surge heater the evening of 11/13/13 via phone. I was told by a **** ********* that the item would not be shipped until 72 hours. I called back within 15 minutes of ordering the item to cancel my order and was told that only customer service could cancel the order, but that they were closed and to call back in the morning. And again, I was told that the item wouldnt ship until 72 hours, so I had plenty of time to cancel my order. I called Heat Surge customer service 11/14/13 before 12:00 pm mountain time, and after over 30 minutes on hold, spoke with a****** who informed me the item had already been pulled for shipment so she could not cancel the item. But, that I could call my credit card company and tell them I would be refusing service and they would take care of the charge on their end. ****** also said if I refused delivery and had UPS send the item back, then Heat Surge would refund the charge plus the shipping charge.I called my credit card company and was told that they would NOT be able to cancel or reverse the charge, and that the charge would have to be fought in their dispute department. Two different people from Heat Surge the night before told me a different story, that there would be no problem canceling the order. Now Heat Surge refuses the cancel the order, has my $*** and will not have to refund it even when the item is sent back and received. Ill have to dispute the charge with the credit card company even though I have no product! What a scam for Heat Surge to hold onto money that IS NOT THEIRS.

Desired Settlement: Cancel my order as I requested (and well within the time limits), and refund the entire amount (including the shipping charge) immediately. The item has not even been shipped, so why can't Heat Surge cancel the order? And, Heat Surge needs to stop making false statements to customers (i.e. there will "be no problem canceling the order, you have plenty of time"). Thank you.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your Heat Surge Fireplace. Rest assured* *** ****, the service you received is not typical of Heat Surge's level of customer satisfaction. Orders are shipped within 72 hours, meaning they can ship any time between the time the order is placed and 72 hours from the time of order. Our representatives are trained to inform customers of this information and are not to guarantee an order can he cancelled. The necessary steps are being taken to ensure this type of situation does not reoccur.

Our records show that you have refused. the shipment. A full. refund in the amount of **** has been issued today to your credit card.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (**** *********

12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Online Ad is misleading; I placed order 11/10/13 thinking I was getting the price advertised online, with an option of paying in 2 installments. I opted for the payment plan order a fireplace. When I received my invoice I was charged the entire amount of the item and the wrong item was ordered. I attempted to contact customer service ASAP to cancel this order and the wait time for an agent is unbelievable over an hour and I had to make miscellaneous calls, wasting my limited air time on my cell phone or having to call from my work phone which is totally unacceptable! I also sent various emails to customer service immediately after my order was placed via the internet and my confirmation invoice was emailed to me, explaining my dissatisfaction of their unclear advertising and customer service and stating NOT to PROCESS my order and they did anyway. I finally got through to a customer service rep after literally hours of holding over a span of 2 days. I advised my dissatisfaction and advised to cancel my order. The Rep said they were doing so and I would have a refund in my account in 24 hours. 24 hours has since passed, no refund or confirmation in writing pursuant to my request that this has even been completed! I am currently holding yet again with customer service as I type this complaint going on 40 mins now while at my job! I even attempted to contact Heat Surge corporate offices and they phone directory, just disconnects you and you cannot get through to anyone. Appears to me this company is running a big fraudulent SCAM and feel this needs to be looked into ASAP! I am still wondering if I am ever going to see my $****** ever again! Thank you

Desired Settlement: I want my entire refund for this product ASAP and confirmation from the company this is being done ASAP and confirmation when it is complete either via email or cell. And also for them to be told about the inappropriate hold times for customer service and the inability to contact anyone from corporate when you have a problem with their service or product. This is very stressful for me and a huge inconvenience! The money they took from my checking account is my entire worth, I have no money!

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order and for the difficulty in reaching our service center.

Rest assured, *** ********, the service you received is not typical of Heat Surge's level of customer satisfaction. The necessary step are being taken to ensure this type of situation does not reoccur.

Our records show that one EV2 Black Roll N Glow Fireplace was ordered on our website on November 10. Attached is a screenshot of the pricing information from the website. As Step 1 on the website explains, the black fireplace is ******* today + FREE shipping. Then 2 Easy Monthly Payments ** ******. There is also an option directly below each color choice which states, "Yes! I'd like to make one convenient payment today". In addition, directly beside the photo on the right it states, "Buy it for as low as**** Limited Time".

In reviewing your account, we show that :your order was cancelled per your request on November 12. We do not show that your credit card was billed for this transaction. If you feel this is an error, please submit a copy of the credit card statement showing the charge. You may send the information to: ******* ********* Heat Surge* **** ******* *** *** ** ******* ** ****** We will review the information immediately upon receipt.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (**** *********

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased 2 rolls & glow heater, one on 1/14/13 2nd on 1/24/13.  One unit (#***************) stopped working on 11/7/13.  I called heatsurge on 11/8/13 & was told that they would call me back within 24 working hours.  They never called me back & I kept calling & on 11/13/13 I finally got thru to a man named**** he told me to tilt unit forward & press reset button, which I did with no results, he said to call back if that didn't work.  I have called Mon thru Fri for hours holding phone.  Company won't answer phone.  It has been 11 days since I started calling.

Desired Settlement: For unit to be replaced because we had a one year warranty from purchase date.  Enclosed are copies of paperwork.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge fireplace.

Rest assured, *** ******* the service you received is not typical of Heat Surge's level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

Per your conversation with our Customer Service Manager, we are expediting the repairs on your fireplace with our service center. in addition, we are providing a one-year extended warranty for each of your fireplaces at no charge to you for your inconvenience.

We trust this resolves the matter to your satisfaction. If this is not the case, or if you have any further questions or concerns, please contact me directly at (**** ********.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ******


 

 

12/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received the fireplace I ordered on 10/30/13. On 10/31/13 I tried calling the company 3 times to find out hour to return it as it is much, much smaller and louder than I thought it would be. Each time I sat on hold for over 25 minutes and NEVER did a live person pick up. Today, 11/4/13 I am on hold again for the 3rd time today n am now at 22 minutes. I have also emailed the company and have not received a reply. Additionally, they had an option to make payments and I chose that option, however, they charged my credit card fort he entire amount. If I can't get anyone to answer the phone I cannot return this item and I want it returned and a refund ASAP. Product_Or_Service: Heat Surge Fireplace Order_Number: *******

Desired Settlement: DesiredSettlementID: Refund I want to return the item and receive a full refund including any shipping charges. I have spent far too much time trying to get a hold of someone at this company. They do not answer the phone or return emails. I want them to pay for the shipping I was charged to deliver the item as well as the shipping it will cost to send the item back.I am extremely upset about this.I had to put my zip code and state in your form as they don't list any of that information on th

Business Response:

We sincerely apologize for the inconvenience you have experienced with your Heat Surge Fireplace.

Rest assured, *** ********* the service you received is not typical of Heat Surge's level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

We are sending a pre-paid postage label under separate cover for the return of the fireplace. Upon receipt of the fireplace, a full refund in the! amount of ******* will be issued to your credit card within 3-5 business days.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (**** *********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I sent the fireplace back myself as I was afraid I would be out of the 30 day window for returns if I did not.  Now I have been charged $****** for returning the unit by UPS.  I shipped UPS ground and expect a full refund of this amount. Additionally, I STILL haven't received the pre-paid shipping label which was supposed to be sent out on November 12th.  Had I waited to return the unit I would have been out of the 30 day window for returns.

I also have STILL not received an email reply from their customer service which I sent on November 4th.

This is ridiculous!

******* ******** **************************** ******** ***************************** ******** **********************
Nov 4 (12 days ago)

to custserv
I have called your customer service number 3 times and each time have been on hold over 20  minutes.  I STILL have not been able to get anyone live.
 
I want to return the unit I received last week.  Please let me know, in writing, how I can return this for a full refund.
 
I am extremely disappointed in your service.  I also asked for the payments and you charged the entire amount on my card!
 
******* ********
***** *** *****
****** ** *****
 
Order Number*******

Adjustments & Other Charges
Adjustment
Zone Weight Amount
Shipping Charge Corrections Learn how to avoid future shipping charge corrections. Visit www.ups.com/avoidcharges.
Billed
Charge
Tracking
Number
Pickup
Date
Original Service/
Corrected Service
ZIP
Code
11/11 ****************** ****** ***** * ** ******
****** ***** * **** ******
Audited Dimensions = 35 x 30 x 14 in
Customer Entered Dimensions = 30 x 26 x 10 in
Fuel ********* **** *****Sender : ******* ********
******* ******** ****** ** *****
Heatsurge
********* ** *****
Receiver:
Total Shipping****** *********** * ********** ******Total Adjustments & ***** ******* *****

Regards,

******* ********


 

 

Business Response:

We are sorry to hear that you did not receive the pre-paid postage label.  Had we been notified of this information, the 30-day return deadline would not have been held against you.

Please submit a copy of your return postage charges, and we will process a separate refund for this cost. I have been personally handling your account since receiving your information from the Better Business Bureau, therefore, all communication should be submitted to: ******* ********, Heat Surge, **** ******* *** *** ******* ** ******

If you have any further questions or concerns, please contact me directly at (**** ********.

12/10/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Sent $67 check, on 8/10/13 for the extended warranty. Put unit into use today 10/21/13 and was making a grinding noise from the flame portion. Called company and was given nearest authorized repair shop, but its too far and customer has no way to get it there.

Desired Settlement: Customer is asking company to have them send a repair person to his home to have the unit looked at and fixed as necessary.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

Per your conversation with our Customer Service Manager, you were able to take the fireplace to the service center for repair.

If you have any further questions or concerns or any other issues with your fireplace, please contact me directly at ***** *********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

******* *******


 

Mr ******* has advised the BBB that he did take his heater for repairs. Got it back and it was blowing his circuit breakers. He called the customer service and was told it was something in his house causing this. He had an electrician come in to check and was told it was the heater motor.  He has attempted to call Ms ******** about the further problem and left message, but has not heard back as yet.  He would like a replacement for this product as he is handicapped and not able to get the heater to repair shop on his own and has trouble getting someone to do it for him.

12/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Consumer purchased heater last year. Paid approximatel* ***** Company was given her sons debit card. His name is ***** ******** The heater would shut off when it was put on high. Contacted the company. The consumer was instructed to tilt the heater but it did not correct the problem. Consumer cannot reach the company. The consumer reaches a recording. Put on hold for long period of time.

Desired Settlement: Consumer would like to be called for assistance. If she cannot be helped over the telephone, she requests a replacement heater. If not, would like a full refund.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your Heat Surge Fireplace.

Per your conversation with our representative, you have accepted our offer to have the fireplace repaired at our local service center free of charge rather than returning the unit to us for a replacement.

If you have any further questions or concerns, please contact me d******* ** ***** ********

12/10/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I received 2 Heat Surge units. One was defective. I called company, they said that I should ship it back and they would check it out and send me a good one. I spent $***** on shipping their defective merchandise back, since then I have not been able to contact them. Also I paid for a remote which did not come with order.

Desired Settlement: I want the heat unit that I paid for and also the remote.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your order.

Our records show you ordered two EV2 Roll N Glow Portrait inserts on February 10, 2013. On March 28, we received one unit back. At that time, however, a refund in the amount of *** was issued to your **** ending in ****.

If you still wish to receive the merchandise, we will need to re-charge your credit card ***. In

addition, we do not show a remote control on the order. This item is an additional $***

If you would like to receive the Roll N Glow Portrait insert with remote control, please contact me directly at (**** *********

Sincerely,

******* ********

Director of Program Management

12/10/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a warranty for my heater. Something is wrong with the high button and have called the number on the web site and it rings but then you are put on hold and no one picks up. You can not talk to a person.

Desired Settlement: I would like to have a new heater or I would like to have all the money I bought the warranty for and the price of the heater.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your Heat Surge Fireplace.

Per your conversation with our representative, you were able to correct the issue with your fireplace using our troubleshooting techniques.

If you have any further questions or concerns, please contact me directly at (**** *********

12/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the "Heatsurge" using a coupon from the newspaper.  The next day I realized I had to cancel the order.  On the afternoon of the 14th Nov, I tried to call the company but the message was from the company - All associates are currently assisting other customers.  Your call is very important to us, please stay on the line and one of our associates will be with you shortly.  I went on my credit card and they were not able to talk to anyone either.

Desired Settlement: The total amount $****** I had a feeling that they are avoiding talking to you.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.

Rest assured, Ms. *******, the service you received is not typical of Heat Surge's level of customer Satisfaction. Per your conversation with our Customer Service Manager, a pre-paid postage label is being sent to you under separate cover to return the unit. Upon receipt of your return, a refund will be issued within 3-5 business days.

if you have any further questions or concerns, phase contact me directly at (**** *********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *******


 

Customer has phoned the BBB to advise the complaint is being resolved.

12/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased 2 Heat Surge units and remotes in 2008. About 1 yr ago 1 of the remotes stopped working. The batteries appear to be bad. Was told to buy them locally by company. But they have tried several places, but can't get a match or help anywhere. So recently ordered a new remote. Was sent a white one. It does not work. Contacted company again and was told they needed a black remote for the units they had. Has since been sent a black remote with 2 batteries. The batteries still do not work. They paid $***** for the current remote(s), but still have the same problem.

Desired Settlement: Just want batteries that work the remotes. Can not buy them in local stores.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your Heat Surge Fireplace.

Rest assured, Mr. **** ******* the service you received is not typical of Heat Surge's level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

Per our conversation, another remote control is being sent to you under separate cover. The remote should be arriving within 1-3 days.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (**** ********.

12/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Heat Surge EV-2 on Friday Nov 8, 2013 and received it Friday Nov 15. After getting it setup and plugged in, I go to turn it on and... nothing happens. Pressing the power button does nothing, pressing the reset switch on the rear of the unit does nothing. The remote doesn't have any effect either. Even tried moving to a different outlet in the house and still nothing. The heat surge is completely dead on arrival, and I have tried to reach a customer service representative five separate times in the past week to get a return authorization. Every single time I have been on hold for over 45 minutes (Yes, 45 minutes...I waited, and waited) and could not continue holding any longer. How am I supposed to reach someone about this if I can never get through?

Desired Settlement: Because I was sent a defective unit, I would like a full refund including shipping charges as well as a pre-paid UPS return label to return the unit to the company.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your purchase of the Heat Surge Fireplace.

Rest assured, *** ******, the service you received is not typical of Heat Surge's level or customer satisfaction. We are sending a pre-paid postage label under separate cover to return the defective unit. Upon receipt of your return, a refund will be processed within 3-5 business days.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at ***** *********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******

 


 

 

11/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since February of 2013, I have received 3 defective replacement fireplaces, the last being June of 2013. I could not test it then because it was 93 degrees. When I began using it last month, the new unit would only run on high for about a minute or 2 and then shut off. It does function on low but it has gotten very cold and I need the high setting. I tried tilting it and that didn't help. It was a new unit that was sent to me after contacting corporate in May of 2013 and explaining all the problems with the previous replacements. On November 8, 2013, I called customer service and explained the problem with the new unit. They said they could send me a replacement but I had to return this one first. I didn't have a box to return just the fireplace unit. They had always sent me a replacement and then I would return the defective unit in that box. I told customer service that I would just call corporate and speak to the lady who had ordered this new unit for me. I tried numerous times to call corporate and every time I called, I would be disconnected almost immediately. Never connected to an associate. I called customer service on November 11th and was waiting to talk to someone for 1 hour the first time then 48 minutes the 2nd time and finally hung up. Today I called corporate and customer service (hung up after waiting 45 minutes) and never got an answer. How can I get this resolved when no one answers the phone?

Desired Settlement: Since there has been a problem with each of the replacements, I just want my money refunded. The purchase price was $******. I don't want to deal with another inferior product or the hassles of trying to contact customer service.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your Heat Surge Fireplace.

Per your conversation with our Customer Service Manager, a pre-paid postage label is being sent under separate cover to return the defective unit. Upon receipt of the return, a refund will be issued within 3-5 business days.

If you have any further questions or concerns, please contact me directly at (**** *********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Thank you so much for your assistance in this matter.  You were so prompt in sending my complaint to the company and I personally received a call from one of the managers at Heat Surge in just a few days.  There was no question when I asked for a refund.  I am just waiting for a return label to send the defective unit back and then should receive the refund.

You did an awesome job helping me with this matter!!!

Regards,

******* *****

 

 

11/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Nonworking unit 30000513 Customer service call waited for 53 minutes.After discussing issues for another 30 minutes, No resolution to broken unit occurred. Company wanted buyer to pay return postage for unit and pay for postage on new unit if buyer could find box to reship... Terms were deemed unacceptable by buyer and a refund was requested. No refund has been credited to account as of date of this report.

Desired Settlement: $****** returned to our account with buyer paying no shipping charges.

Business Response:

Dear Mr. *********

We sincerely apologize for the inconvenience you have experienced with your Heat Surge Fireplace.

Our records show that you spoke with one of our representatives on October 25. At that time, our representative attempted to troubleshoot the problem with your unit without success. She then provided the nearest service center's information to take the unit for repair, however, you declined this option as it is 51 miles away.

A pre-paid postage label was sent to you on October 29 to return the fireplace. The return was received on November 1, and a refund cheek in the amount of $****** is currently being processed. Please allow 3-5 business days for the refund to arrive.

If you have any further questions or concerns, please contact me directly at (**** *********

Sincerely,

******* ******** * ******** ** ******* **********

11/15/2013 Problems with Product/Service
11/12/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In June they sent notice my warranty was expired. Warranty supposed to be for 1 yr from purchase date. Extended warranty I read for 2 years for $59.00. I sent check for this about 6/25/13. They send back blank warranty paper saying good for 1 yr from date check was written which would mean I would only be covered for 14 months total.

Desired Settlement: A refund of warranty check of $59.00.

Business Response:

Dear Ms. *****,

We sincerely apologize for the inconvenience you have experienced and would like to take this opportunity to clear up any misconceptions you may have.

Our records show that you purchased the Heat Surge Fireplace in April 2013. This purchase comes with a free one-year replacement warranty. We then offered an additional one-year warranty for you at a cost of $59. Your payment for this extended warranty was received on July 1, 2013. With this payment, your fireplace is covered until April 2015.

Per your request, we are issuing a refund, for the extended warranty in the amount of $59. Please allow 10-14 business days for the refund to arrive. In addition, please keep in mind that your fireplace is now covered only through April 2014.

If you have any further questions or concerns, please contact me directly at ***** ********.

Sincerely, ******* ******** * ******** ** ******* **********

11/9/2013 Problems with Product/Service
11/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased 2 units 4-5 years ago. Also purchased 3 yr warranty on both at the time. Paid approx. $500-600 at that time. When that warranty time was up, got notice to purchase addl warranty. Did pay $97 and thought it was for both units, but only got a blank certificate. Now receiving notice to purchase another warranty for $67 and is trying to find out if this covers both of her units. She has called ************ and ************ several times, gets put on hold for a long time and then cuts off.

Desired Settlement: Would like to be contacted about what the coverage is for the $67 notice she is getting now.

Business Response:

Our records show that we received your payment of $97 for the warranty on your Heat Surge Fireplace on August 19, 2013. This payment covers the warranty for one Heat Surge Fireplace.

Per your conversation with our Customer Service Manager on October r, we have added another warranty for the 2.'d fireplace that was purchased and have discounted each warranty at a price of $67 each.

We trust this resolves the matter to your satisfaction. If you have any further questions or concerns, please contact me directly at (**** ********.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9740204, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

****** *******
 

13 October 2013

********** ******** *** ******* **** ******** ** *** ****

******* ** **********

Re: Complaint # ID 9740204

Dear Thank you for the copy of the letter from Heat Surge, it is a letter I had never received although I did speak with their customer service representative,**** ********** and he verbally stated to me what the letter states.

Although, I am now somewhat satisfied that my concerns have been addressed by Heat Surge, it is not a company I would ever do business with again, because I do not feel anyone should have to go through the BBB to get their problems solved. My remaining concern is the warranties for the units that were sent to me are blank warranties with no information on them whatsoever. Heat Surge did give me a number which I wrote down on each certificate as they assured me any service center would be able to get my warranty information from that number. That is something I won't be able to verify unless my units need serviced, but hopefully what they told me was true.

Thank you for your help in this matter.


 


**** ****** ******* **** **** ****

*** ****** ** *****

************

 

10/30/2013 Problems with Product/Service
10/26/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought my Heat Surge last January (9 months ago.) In that time period my Heat Surge has only worked about half the time....the rest it was in the repair shop. Heat Surge paid nothing for those repairs. When I wanted to contact them in June, the phone had been disconnected. The Chamber of conmmerce in North Canton told me the company had gone out of business. N ow, in September, I receive an opportunity to buy a extended warranty! I think this is a shoddy company, producing a shoddy product. I regret most of all that they use the Amish people as an example of their integrity. I warn people to stay away from them.

Desired Settlement: Let it be known that this isnot a good company and the public should not do business with them.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.

Our service centers are located throughout the United States as a convenience to our customers should they experience a problem with their unit. These services are absolutely free to the customer within their warranty period. When you took your fireplace to *** in *** *******, there should not have been any charge to you. *** is currently processing a refund for you in the amount of $50.

Per our discussion, we will send, a pre-paid label to you to return the fireplace for either a refund or a replacement. Please let us know your decision at your earliest convenience.

Thank you for bringing this matter to our attention, If you have any further questions or concerns, please contact me directly at ***** ********.

10/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I call they tell me that my order has been canceled and my money has been a pending transaction, it will take them 72 hour to fix it. It has been 2 weeks that it has been cancel, I called 8 days before the money was suppose to have been take out. No, they took it out the day after I call to cancel. This is not good customer Service.

Desired Settlement: Would like for them to give back my money.$354.50 ASAP.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

Our records show that your order for the Heat Surge Fireplace was cancelled per your request and no charges were applied to the credit card provided. However, on October 8th, we received a copy of your credit card statement showing a charge of $354.50.

Further investigation reveals that a system error caused the charge of the merchandise after the cancellation. Rest assured, Ms. *******, the service you received is not typical of Heat Surge's level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur. A full refund in the amount of $354.50 has been issued today to your **** card.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (**** ********.

10/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Item not as advertised: This is the third fireplace we have purchased from Heat Surge. This unit does not even have access to the controls. Missing Item: This fireplace was advertised to be accompanied with a remote control. Without the remote control there is no access to turning the unit off and on. Customer service do not attempt to resolve issues: When we called Customer service the representative was rude and condescending. She made no attempt to resolve the issue. Stated "You can purchase a remote at an additional cost". A second call the following day the customer service representative answered, I asked to speak to a supervisor and she immediately disconnected the call. Her name was '******'.

Desired Settlement: Provide the missing item. I would prefer not to return the entire unit if possible since the company will NOT provide for return shipping though the unit is unusable without the remote.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order.

Rest assured, Mr. *****, the service you received is not typical of Heat Surge's level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.

Our records show that you purchased the EV2 Cherry Roll N Glow Fireplace. A free remote is not included in this offer, however, we are sending one to you under separate cover as an act of goodwill. Please allow 7-10 business days for the remote to arrive.

The EV2 control panel is located at the bottom of the unit in the event you do not wish to use the remote control.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (**** ********.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *****

 


 

 This is most acceptable and MUCH more like the past performance and service expected of Heat Surge.  I do insist however, the noted control was promised PRIOR to my purchase.  Thank you sincerely.

10/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: this fire place does not what it claimes to be it uses lotsof electric and the cords get so hot it melted one of my recepticleand cant use affraid it will cath on fire as i sleep and i have not used it in 2 yrs very expensive and possibly off has a short in it i could have gone to wallmart and bought one at a cheaper price and would have been better

Desired Settlement: refund

Business Response:

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.

Our records show that you purchased the fireplace in December 2011. Your purchase was covered by a 30-day money back guarantee and a one-year replacement warranty. However, we will honor your request to return the unit for a refund. Under separate cover, we are sending a pre-paid postage label for the return.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at (**** *********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9765908, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ***********


 

 

10/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At the time of purchasing a heat surge January of 2012, I also received a 3 year limited warranty. Since then I have received 2 "FINAL NOTICE' -DO NOT MISS YOUR GRACE PERIOD - IMPORTANT REPLACEMENT WARRANTY. I paid $49.22 on 5/10/13 and then $67.00 on 8/15/13.I have called several times on 10/3/13 to get an explanation of these charges and to request a refund. Instead I listen to a repeat recording saying how important my call is and to hold. I hung up after 17 minutes. No one answers the phone. Then I sent an e-mail on the same day asking for a refund of the overcharges of the warranty. I get no response. I thought this was an honest,reputable company. They ripped me off! I hope they respond to you.

Desired Settlement: A refund of $116.22

Business Response:

We sincerely apologize for the inconvenience you have experienced and would like to take this opportunity to clear up any misconceptions you may have.

Your payment of $49.22 in May of 2013 entitles you to a two-year extended warranty for your fireplace. The payment of $67 in August of 2013 entitles you to a one-year extended warranty.

Therefore, your fireplace is covered until January 2016.

Per your discussion with our Customer Service Manager, you would like to keep the warranties on the fireplace and are no longer seeking a refund.

If you have any further questions or concern. s, please contact me directly at (**** ********

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID , and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  The action(s) being: I receive in writing a new warranty stating that it is valid until January 2016. Also,that I no longer receive any more alarming warnings of warranty expiration; which was stated by Rick Patterson, the customer service manager to me on October 16, 2013.

 

Regards,

** *****


 

 

10/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I received a offer to continue the warranty as the 1st year of free coverage was ending.The Warranty offer to renew was for a total amt of $59.00 & says(I do not want to pay any repair bills. Im sending my one time payment befor the due date. I understand that I will not be billed again and that my replacement warranty gives my year-round warranty protection for a total of two full years of coverage.)I received in the mail from heat surge a certificate indicating the warranty was only for 1-YEAR.I contacted heat surge&was told that the 2 yrs includes the 1st yr that was free with the product & now there for the warrant is for 1more yr.not sure how they can offer 2yrs warranty & include the 1st yr that was suppose to be free.

Desired Settlement: I want the warranty to cover 2 years as they said in there offer.should extend from July 18 2013 through July 18 2015.

Business Response:

August 26, 2013

*** *** ******** *** **** **** ************ ** ***** **** *** *********

 

Our records show that we received your payment of $59 for the warranty on your Heat Surge Fireplace on July 8, 2013.

 

As the notification explained, “I understand that I will not be billed again and that my one year replacement warranty gives me year-round warranty protection for a total of two full years of coverage.” This means your fireplace is covered for one year from the time your payment was received (July 8, 2013). The unit was already under a one year replacement warranty from the time you received it in September 2012 through September 2013.

 

We hope this clears up any misconceptions you may have had regarding the warranty coverage. If you have any further questions or concerns, please contact me directly at ***** ********* 

Sincerely,

******* ******** ******** ** ******* **********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


 

I am still dissatisfied with the reply to my complaint again there is nothing in the offer to renew the warranty that states the 1st year of free coverage was included in the warranty offer to renew.

Why dont you read your own contract  which states i understand that i will not be billed again & that my replacement warranty gives me year round warranty protection for a total of 2 full years of coverage.  

I am also very dissatisfied with your customer service unit and supervisors as I called serveral times trying to speak to a supervisor and was told I would receive a call which i never did. further more the other day I received a refund check for $59 and I called the customer service line and was told I requested the contract to be canceled which I never did as I have been waiting a reply from a supervisor befor I made any further descions.

Your contract to renew is very deceiving and that if the 1st yr of free warranty was included in your wording on your renewal offer then it should say so in the contract.  YOU NEED TO CHANGE YOUR WORDING!

10/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I was send a notice in June telling me my warranty was about to expire, so I send a check for $ 77.00 for a extended warranty for two years. Today I received another notice telling me the same thing, I tried to call and get it straight, but they would hang up on me, after they found out what i was calling about.Very bad business. I now believe they will not stand behind their product, so I'm sure I have probably lost my first warranty for two years payment.Thanks,*****

Desired Settlement: Just need to know they will stand behind my Heat Surge for the next two years and not double bill

Business Response:

August 20, 2013

*** ***** ***** *** ***** **** ** ***** ***** ** ***** **** *** ******

 

Our records show that we received your payment of $77 for the warranty on your Heat Surge Fireplace. You may disregard the second notice you received.

 

As the notification explained, “I understand that I will not be billed again and that my one year replacement warranty gives me year-round warranty protection for a total of two full years of coverage.” This means your fireplace is covered for one year from the time your payment was received (June 26, 2013). The unit was already under a one year replacement warranty from the time you received it in December 2011 through December 2012.

 

We were very concerned when you mentioned your call was disconnected when contacting our service center. We reviewed the call, and it appears to have been a bad connection. In fact, when the call disconnects, our representative is asking if anyone is still on the line.

 

** *** **** *** ******* ********* ** ********* ****** ******* ** ******** ** ***** ********.

 

Sincerely,

******* ******** ******** ** ******* **********

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *****___________________________________________________________________________________

I returned a Heat Surge to the company and they never took it off my bill, when I called about it they would hang up on me.

Sent on: 8/25/2013 8:20:04 AM

10/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Sept 3. 2013, I received an email ad from Heat Surge showing their ECO Grill on sale for $149.00 I clicked their ad and was taken to an order form, which I completed, but there was no place to enter the code for the special price during the process. My credit card was charged $199.00, full price. After multiple e-mails and phone calls to customer service, they refuse to refund the $50 over charge, even with the grill still being on sale for $149.00 I stil have the sale ad and the purchase order which shows the item was ordered after it went on sale.

Desired Settlement: I would like to have the $50 over charge refunded to the credit card that I used for the purchace.

Business Response:

We sincerely apologize for the inconvenience you have experienced with your recent order. Rest assured, Mr. *******, the service you received is not typical of Heat Surge's level of customer satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur. In addition, a refund in the amount of $50 has been issued today to your Visa card.

If you have any further questions or concerns, please contact me directly at ***** ********.

9/25/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I'm appealing to you for help regarding my Two-Year Heat Surge Fireplace Replacement Warranty that I purchased 8/20/13 for $97.00.I received a Heat Surge Fireplace Notification of Replacement Warranty Form that stated: "my account had been reviewed and I was authorized to receive a new replacement warranty that saves $597.00 in replacement costs and gives year round warranty protection for a total of two full years of coverage for $97.00 if I complete and return the top portion of the form before 8/28".After the $97.00 payment was received, a Proof of Warranty Document arrived on 9/9/13, but the replacement warranty only covered a one-year period.9/10/13 Heat Surge Customer Service Rep stated that the two-year replacement warranty coverage included a one-year manufacturing warranty and a one-year extended warranty. I objected most vigorously to the tactic used in their sales effort because that information was not noted on the original Heat Surge Fireplace Notification of Replacement Warranty Form. I informed her that since my account had been reviewed it should have been noted that I purchased my Heat Surge Fireplace in 2009 and my One-Year Manufacturing Warranty expired in 2010. In addition I purchased a 2-year Extended Warranty for only $36.00 which expired in 2012. The Customer Service Rep troubleshooting and problem solving skills offered no resolution except to elevate the call to a supervisor to follow-up within 72 hours. 9/12/13 Heat Surge Customer Service was contacted due to the missed supervisor call. I explained the problem again. I informed her that I like the fireplace, but I object strongly to the deception. Requested to receive the two full years of replacement warranty coverage that I paid the $97.00 for without having to recourse to the Ohio Better Business Bureau and the Federal Trade Commission. The Customer Service Rep troubleshooting and problem solving skills still offered no resolution except to elevate the call to a sup to follow-up within another 72 hours.

Desired Settlement: I want to receive the two full years of replacement warranty coverage that I paid the $97.00 for or I want the $97.00 refunded.

Business Response:

September 23, 2013 

*** ******* ********* **** **** ****** **** ****** ******** ** ***** **** *** **********

 

Our records show that we received your payment of $97 for the warranty on your Heat Surge Fireplace on August 26, 2013.  

 

As the notification explained, “I understand that I will not be billed again and that my one year replacement warranty gives me year-round warranty protection for a total of two full years of coverage.” This means your fireplace is covered for one year from the time your payment was received (August 26, 2013).  

 

Our records show that per your conversation with our representative on September 20th, you are keeping the warranty for one additional year of coverage. A refund in the amount of $30 was issued to your credit card for the price difference in the two separate offers you received. 

 

We hope this clears up any misconceptions you may have had regarding the warranty coverage.  

If you have any further questions or concerns, please contact me directly at ***** ********. 

 

Sincerely, 

******* ******** ******** ** ******* **********

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* *********

 


 

 

9/25/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: warranty renewal came for response by due date with the notice: "Now that your account has been reviewed, you are authorized to receive a new replacement warranty that saves you $597 in replacement costs and gives you year round warranty protection FOR A TOTAL OF TWO FULL YEARS COVERAGE." After I made payment, I received a certificate of 1-year replacement warranty instead of the two years promised. After calling them they said that they were also counting the term that just terminated, thus the two years mentioned. I feel this is deceiving and leads the consumer to believe they are paying for two years coverage. I think it is intentional as I see no reason for what has expired to be mentioned. They did offer that they had other calls about this but that the customers understood. The point is, it is after the fact that payment has been made. I am not satisfied with their explanation and believe that their wording is improper as to what they are actually doing.

Desired Settlement: Based on the information I have submitted I think they should grant the two years they referred to. also, this warranty should be plainly stated that it is for one year only dropping the confusing verbiage. I would also appreciate information as to the disposition of this complaint.

Business Response:

 

September 10, 2013 

*** ******* ***** ** ***** ***** ********* ** ***** **** *** ******

 

Our records show that we received your payment of $97 for the warranty on your Heat Surge Fireplace on August 20, 2013.  

 

As the notification explained, “I understand that I will not be billed again and that my one year replacement warranty gives me year-round warranty protection for a total of two full years of coverage.” This means your fireplace is covered for one year from the time your payment was received (August 20, 2013). The unit was already under a one year replacement warranty from the time you received it in December 2010 through December 2011. 

 

Unfortunately, we cannot honor your request to receive another year of coverage for free. However, if you do not wish to continue with the additional year of coverage that you have paid for, you may cancel this request for a full refund. 

 

We hope this clears up any misconceptions you may have had regarding the warranty coverage.  

If you have any further questions or concerns or would like to cancel the warranty, please contact me directly at ***** ********. 

 

Sincerely, 

******* ******** ******** ** ******* **********

9/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: FACTS:
02/06/23 - 1 called Heat Surge - 1-800-924-7964 - to order a miracle Heater as per their ad in ********* ***** *** ******** *******, with the promise from Heat Surge that the heater would arrive in 72 hours.
02/12/13 -- I called Heat Surge to cancel the order since it had not arrived as promised and was told they would send me a RETURN LABEL to arrive in 7-10 days and to put it on the package, call them and they would have *** ** pick it up at my house.
02/12/13-- Heat Surge put $148.00 bill on my ******** account (the same day I canceled the order) 02/16/13-- Shipping label on box stated it was shipped 4 days after order cancellation.
02/18/13-- Package arrive3d 12 days after promise of 72 hours.
02/26/13--1 called Heat Surge to tell them the RETURN LABEL had not yet arrived and was assured I would receive it on 02/28/13.
02/28/13-- RETURN LABEL did not arrive as promised so I called ******** to dispute the bill Heat Surge had placed on my account for $148.00.
03/04/13--I called Heat Surge to ask why the promised RETURN LABEL had not yet arrived and was told the delay was due to their company was changing their shipping orders from *** ** to UPS and it would take more time. I called ******** to inform them.
03/18/13-4 called Heat Surge -- after waiting 15 minutes for them to answer the phone, I explained the
call was about the RETURN LABEL promised and never sent - she told me to hang up and call
again and someone would answer that could help me. I waited five minutes and dialed their
number again - after 20 minutes there was no pick up. I notified ********. 02/28/13)—Information received from ******** was $148.00 removed from my bill temporarily. 04/03/13)
05/16/13--Notification from ******** again putting $148.00 on my bill and are charging me interest on that amount since it had not been paid. They said Heat Surge told them they had sent two RETURN LABELS to me and I had not used them - that is a BIG LIE since I had watched my mail closely every day and made numerous calls to them asking for the label.
05/17/13--Called Heat Surge once again begging them for the RETURN LABEL they had promised - he said one would arrive in 7 days.
05/20/12--FINALLY - Heat Surge RETURN LABEL arrived late in afternoon.
05/21/13--I placed RETURN LABEL on package and after making copies of pertinent information and placing them in the package, I delivered it to UPS station here in ******* *******, where I live.
06/04/13--Called ******** to ask why the $148.00 charge is still on my bill - she instigated a three way call with me, Heat Surge rep and ******** rep. Heat Surge said the package was received on 05/26 is in their warehouse but couldn't remove it from my bill until ******** gave them permission to do that and ******** rep said they couldn't remove it until Heat. Surge gave them permission. I could not believe their stupid responses and asked where that left me when they were both refusing to remove it from my bill and expecting me to pay for something I did not have and to pay interest on the $148.00 because I refused to pay a bill I did not owe. They said they would try and get it resolved.
07/26/13--Called ******** - talked to rep ****** - she said they would "escalate" it and she would have Supervisor ********* call me by Wednesday, 07/31 and if she did not call then call ******** AGAIN. Of course, she did not call.
07/31/13--Called ******** - talked to ****** - will have ********* call me - she didn't.
08/01/13—Called Heat Surge and as soon as 1 told them why I was calling they hung up on me. 08/05/13--Called ******** and AGAIN discussed all of this - she checked the Tracking Number given to me by Heat Surge to use on the return package and said it was not a usable number. (I had checked that number with UPS and they said it was an unusable number). She then told me ******** would credit my bill with $50.00 and that was all they would do which leaves me owing them $98.00 for a Miracle Heater which Heat Surge has in their warehouse and will again sell. If I refuse to pay the $98.00, ******** will charge interest on it and keep billing me, again for something I do not have.
08/05/13- I called Heat Surge and a male rep told me they did receive the package on 05/26 and that it is in the warehouse. He said that since I did not return the package within 30 days they would not give me credit. It was their "doing" that the package had not been immediately returned and that was the first time I heard about the "30 day" thing. Evidently that was the reason for the foot dragging on the RETURN LABEL. They would use that along with the mythical track­ing number to scam me out of $148.00.
This leaves me to wonder if this is mail fraud or a scam or what kind of a company does business like that.

Desired Settlement: I am enclosing any document I have to prove what took place. Am glad I immediately made a note of each phone call made and what was said each time l called.
Will you be able to help me with this? I am at a loss to know how to handle such a deal as this. Didn't know it was possible for a company to keep returned merchandise and refuse to refund even though the package had not been opened or merchandise used and order was canceled before it was shipped.
Please may I hear from you soon in regard to this matter.
******** ** **** *** ****** ***** ******* ** ***** ****

Business Response:

August 26, 2013 

*** ******** **** *** ****** *** ******* ** ***** **** *** *****

 

We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace.  

 

Rest assured, *** ****, the service you received is not typical of Heat Surge’s level of customer satisfaction. The necessary steps have been taken to ensure this type of situation does not reoccur. 

 

Our records show that a refund in full in the amount of $148 was mailed to you on August 6, 2013. Perhaps, your letter and the check simply crossed in the mail.  

 

If this is not the case, or if you have any further questions or concerns, please contact me directly at ***** ********. 

 

Sincerely, 

******* ******** ******** ** ******* **********

7/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 1)Heat Surge has sent a demanding, "urgent" style warranty renewal on an electric fireplace, to a senior citizen who, if he ever had one, it was more than 10 years ago.2) He is deceased. There is no return address on the outside of the envelope. Instead, it says: "!Important: Information about your electric fireplace. CONFIDENTIAL: DOCUMENTS ENCLOSED FOR ADDRESSEE ONLY, $2000 FINE OR 5 YEARS IMPRISONMENT OR BOTH FOR ANY PERSON WHO TAMPERS OR OBSTRUCTS DELIVERY, US CODE TITLE 18, SEC 1702. Please read the enclosed information carefully."3) Gee, I guess I'm guilty, since I opened to find an address to get him off their mailing list. But as a declining senior he might have responded to the inside which stated ***EXTREMELY URGENT AND TIME SENSITVIE*** ***FINAL NOTICE***

Desired Settlement: BBB notification of this complaint of their heavy-handedness and mis-leading threat of fine/imprisonment for "obstructing delivery".If they keep this on the envelope, then include a return address for returned mail.

Business Response:  **** ** **** *** ******* ***** **** ********** ******* ** ***** **** *** ******

 

We sincerely apologize for the inconvenience you have experienced and would like to extend our condolences to you and your family for your loss. We were not aware of this information prior to receiving your notification. 

 

*** ******* purchased our Heat Surge Fireplace in October 2010. The information that was sent to his address was an option to purchase an extended warranty for the unit.  

 

We have removed *** ******* from our mailing list, therefore, no further mailings will be received.  If you have any further questions or concerns, please contact me directly at ***** *********

 

Sincerely, 

 

******* ******** ******** ** ******* **********

6/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: THEY SENT ME A DEFECTIVE CORNER WOOD BOOKCASE UNIT WHICH FELL APART THE FIRST DAY. PROMISED TO REPLACE THE UNIT WITHOUT ANY EXTRA COST TO ME BUT HAVE FAILED TO REPLACE THE UNIT.

Desired Settlement: A REPLACEMENT LIKE CORNER BOOKCASE WITHOUT DEFECTS WITH NO COST TO ME

Business Response:

June 11, 2013 

*** **** ******* **** *** ***** ***** *********** ** ***** **** *** ********

 

We sincerely apologize for the condition of the bookcase and the inconvenience you have experienced.  

 

Under separate cover, we are sending a pre-paid postage label to return the defective unit to us. As soon as we receive this item back, we will gladly exchange the bookcase for you.  

 

In reviewing our records, we show that, perhaps, our representative misunderstood the problem you were having with the bookcase. It appears our representative thought you received the unit damaged, and in cases such as this, we first have to file a claim with our carrier,****  

After reviewing your information, we find that this is not the case, but appears to be a defect in the merchandise.  

 

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please contact me directly at ***** ********* 

Sincerely, 

 

******* ********

Director of Program Management 

6/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned a defective unit (fireplace) starting back in November of 2011. Finally received a "new" replacement unit in February of 2012. It worked for a couple of weeks and died. I returned it and received the replacement unit in June of 2012. I plugged it in to make sure it worked, then put it away for the summer. Late October 2012, I plugged it in, it worked for about 5 minutes and quit. Today is May 1st, 2013 and I still haven't received a replacement unit. They E-mailed me a couple of times with some dumb questions, tried to sell me another unit etc. I also purchased a 2 year warranty which is up in November 2013. I haven't had a unit plugged in for more than 2 weeks.

Desired Settlement: I don't see a replacement coming any time soon, and winter is over AGAIN. I would like a refund including the $50. or so I paid for a 2 year warranty. I think I paid almost $400. for the original unit back in 2010 or 2011.

Business Response:

May 8, 2013 

** ******* *** ********* *** ***** *** ****** ** *** *** **** *** ********

 

We sincerely apologize for the inconvenience you have experienced with your order