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Business Profile

Fireplaces

Heat Surge LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplaces.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/11/2025

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Please see uploaded email correspondence where Heat Surge confirms they will mail a refund check without the return of the broken unit. To date no refund check has arrived in the mail.

    Customer Answer

    Date: 04/14/2025

    No, we have not received a check from Heatsurge as of 4.14.25

    Business Response

    Date: 04/15/2025

    April 15, 2025

    Your check number for refund is # *****.  It was mailed on April 3, 2025.  We have been in communication with our accounting as well as with you.  We ask you to wait until Friday, April 18, 2025, to see if the check is delivered.  If not, we will do a stop payment and reissue a refund check.

    Your unit is also over a year old and outside of the refund period.  As an act of good faith, we agreed to still send you a refund.

    Joy B*****

    Customer Answer

    Date: 04/16/2025

    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 unit, order # *********** was purchased on 3.25.24 less than a year from the refund contact email of 4.15.25 stating the unit had a broken on/off switch and did not work; their correspondence with you stating the unit was over a year old when the refund was requested is false and was never communicates in an email to me. Please see attached.

    Heatsurge has said they will send another check priority mail. Please check back to see if I have received. 



    Regards,


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

    Customer Answer

    Date: 04/17/2025

    The refund check from Heat Surge to me has not arrived but was returned to them this morning per ******** ****** ********************** Heat Surge provided.

    Kindly please keep the complaint open; I have emailed them the copy below and am waiting their response.

    ---

    Hello,

    Please see below; the check has been returned to you.

    1. Please find out why and kindly communicate that to me
    2. Please check to confirm the correct address of:
      1. ****** ********
        ***** ********* *** ****

        ****** ** *****
    1. Please confirm the resending of it to me via email today 4.22.25

    Thanks,

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

    Business Response

    Date: 04/22/2025

    April 22, 2025

    Yes, the check was returned to us. A new one is being sent priority. The returned check did not have your apartment number listed which is why it was sent back.

    Sincerely,

    Joy B*****

    Customer Answer

    Date: 04/23/2025

    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.


    Thank you, please keep the case open and check back to see that the check has cleared our bank.



    Regards,



    ****** ********
  • Initial Complaint

    Date:01/31/2025

    Type:Customer Service Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a product from this heat surge company. The product I received is defective and when I contact costumer service they say they will email a return label but they never do. This company is scamming people.

    Customer Answer

    Date: 01/31/2025

    I purchased the item from the online website on January 23rd. The item is defective and customer service is no longer responding to my emails or phone calls. 

    Business Response

    Date: 02/03/2025

    February 3, 2025

    We have email communication with you on January 29, 2025, and your label was emailed to you from the *** portal. We have sent you another label since you are stating you did not receive it.  Sometimes emails end up in the Spam folder and need to check there.

    We contacted you again today, February 3, 2025, to let you know it was emailed to you, again.

    Joy B*****

    Customer Answer

    Date: 02/05/2025

    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,


    ***** *****

  • Initial Complaint

    Date:01/07/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Complaint taken by BBB staff.
    Consumer purchased a Heat Surge Power Panel approx. a month ago. It was delivered 1/3/2025. The box appeared to have been retaped and when he opened it, part of the styrofoam was missing. The unit does not work. Consumer has called company ************ many times over the last 3-4 days.  He even tried using different outlets and the remote.

    Business Response

    Date: 01/08/2025

    January 8,
    2025

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

    Re: Heat
    Surge – ID# ********

    Dear ******* *** *****:

    Thank you for
    contacting Heat Surge regarding your dissatisfaction with your purchase of the
    Heat Surge Power Panel.

    The company will
    send you a label to you for the return of the unit and a refund has been
    issued.

    It is our mission to satisfy every customer.
    We are sorry for your inconvenience.

    Sincerely,
    Joy B*****
  • Initial Complaint

    Date:12/22/2022

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered two power panels. One worked and one didn’t. Called three times . They said someone would get back to me. I want to return it for one that works. They never returned my call. That was power panel. This panel is no use to me. I paid. I have ordered from them before. And have a fireplace I love .

    Business Response

    Date: 12/30/2022

    December 30,
    2022

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

    Re:  Heat Surge – ID #*******

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

    Thank you
    for contacting Heat Surge regarding the malfunction of one of your power panels. 

    An agent
    from Heat Surge contacted you via telephone December 22, 2022.  She left you a message regarding sending you
    a label the first week in January if she has to mail it so you can return the
    power panel.  She offered a label to be
    emailed if you can provide an email address. 

    We apologize
    for any inconvenience this has caused you. 

    Sincerely,
    Joy Bender
  • Initial Complaint

    Date:10/17/2022

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Heat surge POWER TOWER with advanced Air Filtration system in November of 2020 for 296.00 I started using it in October of 2021, and there was a noise coming from the top area of the unit. I contacted customer service and they told me that the unit should be taken to a place in quakertown ************* for repair when it was still under warranty and I should have been able to return it to them. I did not take it to have it repaired because it was during the pandemic and they were closed, and it was still under warranty by heat surge. They should have let me return it. This company does not honor their warranties and their equipment does not last.

    Business Response

    Date: 10/18/2022

    October 18, 2022



    ******* ****

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

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



    Re:  Heat Surge - ID ********



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



    Thank you for contacting Heat Surge regarding your Power Tower you purchased November 13, 2020.



    Our records show you contacted us regarding your Power Tower malfunctioning December 16, 2020.  We mailed you a label on January 13, 2021, so you could return the product.  We never received the product back.  We are sending you another return label and issuing you an immediate refund check.  An agent from Heat Surge will contact you regarding this information.



    We apologize for any inconvenience this caused you.



    Sincerely,

    *** ****** 

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