Heat Surge LLC

January 31, [redacted] ** [redacted] We sincerely apologize for our error Per your conversation with our representative on January 16th, a UPS pick up was scheduled for the 2nd delivery Our records show that the units have been returned and a refund in the amount of $was issued to [redacted] card ending in [redacted] on January 23, An additional refund in the amount of $was issued by refund check and mailed on January 24th Thank you for bringing this matter to our attentionIf you have any further questions or concerns, please contact me directly at ( [redacted] Sincerely, [redacted] Director of Compliance

February 8, [redacted] We sincerely apologize for the inconvenience you have experienced with your recent order Our records show the pre-paid postage label was mailed to you on January 22, Your return was received on January 31st, and a full refund in the amount of $was issued to your [redacted] on February 6, Thank you for bringing this matter to our attentionIf you should have any further questions or concerns, please contact me directly at [redacted] Sincerely, [redacted] Director of Compliance

December 21, [redacted] ** [redacted] 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 satisfactionThe necessary steps are being taken to ensure this type of situation does not reoccur We are sending a pre-paid postage label to you to return the incorrect itemPlease allow 3-business days for the label to arriveAs soon as we receive your return, we will process your request for either a refund or an exchangePlease specify upon returning, which action you would like us to take Thank you for bringing this to our attentionIf you have any other questions or concerns, you may contact me directly at [redacted] Sincerely, [redacted] Director of Compliance

February 26, [redacted] ** [redacted] We sincerely apologize for the inconvenience you have experienced Our records show the order was placed on February 9, by [redacted] ***We received your email on February 12th regarding cancellation of the orderWhile we strive to respond to all email inquiries within hours, the process can take 24-hours As our representative explained, the shipment authorized by [redacted] was not able to be intercepted, however, the package could be refused upon delivery UPS tracking results confirm the package was refused, and the unit was received back at our facility on February 19thA full refund in the amount of $was issued to M [redacted] card ending [redacted] *** on February 21st Thank you for bringing this matter to our attentionIf you should have any further questions or concerns, please contact me directly at ( [redacted] Sincerely, [redacted] Director of Compliance

[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.] Revdex.com: I have reviewed the response made by the business in reference to complai [redacted] , 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, [redacted]

January 10, [redacted] ** [redacted] We sincerely apologize for the inconvenience you have experienced with your recent order Rest assured, [redacted] , the service you received is not typical of Heat Surge’s level of customer satisfactionThe necessary steps are being taken to ensure this type of situation does not reoccur Per your conversation with our representative, we are sending a pre-paid postage label to you to return the fireplaceUpon receipt of your return, we will send a new fireplace to you per your request If you have any further questions or concerns, please contact me directly at ( [redacted] Sincerely, [redacted] Director of Compliance

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint I [redacted] , 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, [redacted] ***

November 3, [redacted] [redacted] ** ***4Dear [redacted] r,We sincerely apologize for the inconvenience you have experienced with your recent order.Rest assured, [redacted] , the service you received is not typical of Heat Surge’s level of customer satisfactionThe necessary steps are being taken to ensure this type of situation does not reoccur.Our records show a full refund was issued on October 28, Thank you for bringing this matter to our attentionIf you should have any other questions or concerns, please contact me directly at [redacted] Sincerely, [redacted] Director of Compliance

July 11, [redacted] [redacted] ** [redacted] Dear [redacted] We sincerely apologize for the inconvenience you have experienced with your order of the Heat Surge Fireplace Our records show you purchased the fireplace on November 25, Your purchase was covered by our day money back guarantee, along with a one-year replacement warrantyAt the time of your purchase, you selected the extended two-year warranty at an additional chargeThis means your fireplace was covered through December While your purchase is well past the replacement guarantee, as a one-time courtesy, we are sending a new fireplace to you under separate coverPlease allow 7-business days for the shipment to arriveIt is not necessary to return the original unit If you should have any further questions or concerns, please feel free to contact me directly at ( [redacted] Sincerely, [redacted] Director of Compliance

November 20, [redacted] [redacted] ** ***Dear [redacted] We sincerely apologize for the inconvenience you have experienced with your order.The heater replacement program is as such: A Heat Surge Product Specialist confirms your trade-in certificate due date and subsequently sends a complete informational package to you of the new product and the options that are available to you.This package was mailed to you on August 12, and again on September 17, As of this date, we have not received your responseHowever, to avoid any further inconvenience to you, we are sending a replacement heater to you under separate coverPlease allow 7-business days for the merchandise to arrive.We hope this resolves the matter to your satisfactionIf this is not the case, or if you have any other questions or concerns, please contact me directly at [redacted] Sincerely, [redacted] Director of Compliance

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]

May 2, [redacted] ** [redacted] We sincerely apologize for the inconvenience you have experienced with your order Our records show that we were unable to obtain authorization on your [redacted] card ending [redacted] for your purchase in the amount of $ Please forward a copy of your credit card statement showing the chargeYou may send this information to: Heat Surge, Attn: [redacted] Once we receive the documentation, we will immediately review for the appropriate resolution If you have any other questions or concerns, please contact me directly at [redacted] Sincerely, [redacted] Director of Compliance

July 21, [redacted] [redacted] ** *** Dear M [redacted] We sincerely apologize for the inconvenience you have experienced with your orderRest assured, [redacted] , the service you received is not typical of Heat Surge’slevel of customer satisfactionThe necessary steps are being taken to ensurethis 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 mailIf this isnot the case, or if you have any other questions or concerns, please contact medirectly at [redacted] Sincerely, [redacted] Director of Compliance

December 28, [redacted] ** [redacted] We sincerely apologize for the inconvenience you have experienced with your recent order Your refund in the amount of $is being processedPlease allow 7-business days for the refund check to arrive If you have any other questions or concerns, please contact me directly at [redacted] Sincerely, [redacted] Director of Compliance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]

February 27, [redacted] ** [redacted] We are in recent of your information and would like to take this opportunity to address your concerns Our records show that the full size Roll N Glow Dark Oak fireplace was shipped to you on November 17, UPS records confirm the weight of the package in the amount of pounds via tracking [redacted] , which matches that of the full size unit However, because you are not completely satisfied with your purchase, we are sending a pre-paid postage label to you under separate cover to return the unit for a full refundUpon receipt of your return, your refund will be processed within 3-business days If you have any other questions or concerns, you may contact me directly at ( [redacted] Sincerely, [redacted] Director of Compliance

October 27, [redacted] ** [redacted] We are in receipt of your correspondence and would like to take this opportunity to address the concerns you have expressed Your previous purchase entitles you to receive an instant rebate in the amount of $As the letter explains, “An Internal Rebate Review concluded that the old model Heat Surge fireplace you purchased on December 12, was not equipped with a combination of all the new advanced technology including; Hybrid-Thermic® heat, Hurricane Opti-Flow™ heat vent, ultra-efficient L.E.D., energy saving adjustable thermostat and Hi-Def way illuminated touch screenIn fact, not all this new technology was available at the time of your original purchaseTherefore, you will receive a full rebate to apply to the brand new Heat Surge Efficiency Plus Touch Screen fireplace with super advanced Hybrid-Thermic heat technology and with your full rebate in the amount of $a brand new Heat Surge Efficiency Plus Touch Screen fireplace will be delivered to you for just $upon prompt return of the Rebate Claim Form enclosed.” A rebate is an amount paid, by way of reduction, return, or refund on what has already been paid or contributedSome companies require the consumer to pay the full amount of the product and in return, they will send you a rebate form to fill out and mail back inIt is not until this form is returned that a check is processed and mailed to you for the amount of the rebateIn this case, for your convenience, we are offering an instant rebate, which means we have already deducted the amount of your rebate from the purchase price It is not uncommon for businesses to offer rebates contingent on a new purchaseLikewise, Heat Surge is offering this rebate to you if you are interested in purchasing the Heat Surge Efficiency PlusIf a consumer is not interested in the rebate, the information may simply be discarded

December 28, [redacted] ** [redacted] We are in recent of your correspondence and would like to take this opportunity to address your concerns Our records show that you purchased the Heat Surge Fireplace in Your purchase was covered by a day money back guarantee and a one-year replacement warrantySince that date, Heat Surge has replaced the unit for you nine times as a courtesy even though your purchase is well past the warranty period Per your conversation with our representatives in January and April of 2016, we can no longer replace the unit for youHowever, you are more than welcome to take the unit to our nearest service center, W [redacted] At this point, you would be responsible for any repairs Another option available to you is to purchase a brand new Heat Surge FireplaceIf you would like to do so, please contact our Customer Service Center for assistance a [redacted] If you have any further questions or concerns, please contact me directly at [redacted] Sincerely, [redacted] Director of Compliance

March 23, [redacted] [redacted] ** [redacted] Dear [redacted] According to our records and the UPS tracking information ( [redacted] ), the package was not received back at our facility until March 13, Your refund check in the amount of $will be mailed on Monday, March 27, If you have any other questions or concerns, you may contact me directly at ( [redacted] Sincerely, [redacted] Director of Compliance

December 28, [redacted] ** [redacted] Dear [redacted] We sincerely apologize for the inconvenience you have experienced with your recent order Rest assured, [redacted] ***, the service you received is not typical of Heat Surge’s level of customer satisfactionThe necessary steps are being taken to ensure this type of situation does not reoccur Per your conversation with our representative yesterday, we were unable to obtain authorization on your credit card for this transactionIf you feel this is an error, please submit the proper documentation showing the charge to your accountThis information can be mailed to [redacted] or emailed to [redacted] If you feel this is not an error, you may contact me directly at [redacted] with another form of payment for the order Thank you for bringing this matter to our attentionIf you have any further questions or concerns, please contact me directly at [redacted] Sincerely, [redacted] Director of Compliance