Heat Surge LLC

Customer Complaints Summary

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.

Read Complaints | Definitions | BBB Complaint Process | File a Complaint against Heat Surge LLC
See Trends in Complaints on Heat Surge LLC

• Government Actions

  BBB knows of no significant government actions involving Heat Surge LLC.

  What government actions does BBB report on?

• Advertising Review

   

  Heat Surge has been the subject of many advertising concerns and inquiries. The company has been responsive to all BBB evaluations and provided all requested documentation. However the BBB continues to express concerns due to their most recent advertisement, which features their Heat Surge HT. Some of the continued concerns include:
  
  The company suggests it is the Heat Surge that lowers heating cost and not the zone heating method. The BBB asked the company to include additional clarification to distinguish this fact. The company's position is that they " market an appliance from Heat Surge that affords consumers the ability to zone heat their homes". They further explain that the Heat Surge not only delivers convection heat but it also delivers thermal heat making it more efficient. This in conjuction with the zone heating method helps consumers save money. However the company's headline implies " that the appliance slashes heat bills", and makes no mention on how the zone heating method aids in this until the end of the advertorial. The BBB feels that this message is still not clearly being conveyed to consumers. Recent inquiries and complaints have expressed that consumers do not feel that the product works as advertised and that there seems to be a misconception as to how consumers are saving money on their heating bill.
  
  The company advertises that it is being sold at Sears locations and in some advertisement displays various illustrations. The BBB voiced concerns with the company that the illustration may be misleading. In one instant it shows a crowd standing outside with a horse and buggy with seemingly two Amish men delivering the Heat Surge into the local Sears stores. The BBB stated that this was misleading showing a high demand for the product but did not convey clearly that it was a promotional delivery event. The company provided a response and modified the illustration and caption to convey a more accurate message. However the BBB found that recently the same illustration has resurfaced with a different caption but the BBB still feels is misleading. Additionally the ad that was changed showing the Amish inside the Sears location with several displays a boxed Heat Surge for sale is not accurate. Through BBB inquiires and company responses we have found that the Heat Surge is not readily available at Sears locations and is part of  "special order" program  which consumers  go to a Sears location in order to have it ordered and shipped to their home. The BBB feels this is the exact opposite message that is being conveyed in that illustration.
  
  Sense of Urgency-The company offers a coupon that expires after a 48 hour deadline, in order to get the Heat Surge product at a discounted rate. Previously the company was challenged in regards to their 48 Hotline, residential amount restrictions, limitations. etc. All which the BBB feels seems to convey to consumers that the Heat Surge is a must  have due to high demand and limited availability. BBB shops, and inquiries state that consumers are still able to purchase the product even after the deadline has ended. The BBB brought this concern to the company who's position was that consumers can indeed purchase the product after the deadline but not at the discounted price. The BBB did verify this and found it to be true, however the company also advised the BBB that the limited numbers listed are based on limited stock , which is based on their limited daily production capacity and space for their inventory. The BBB feels the numbers imply that after the number available listed is gone, there will be no more left which is not the case. Additionally the company advertises a double coupon and in some instances the BBB found no reference price listed in the ad to determine how much the consumer is saving. Consumers should understand that the double coupon is a compilation of the Heat Surge discount and waiver of shipping and handling. This is what determines the $227.00 coupon.
  
  The BBB has visited this company advertisement on many occasions and feels that although the company has cooperated with the BBB in trying to resolve any advertising concerns, the overall impression of the ad still remains misleading.   
   
   
    

   

  What is BBB Advertising Review?