Heat Surge LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint I* *** and find that this resolution would be satisfactory to meOn the conditions that the business send the new fire place, at no cost, to me, it arrives when they say it will, and that it works properly from the start. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

[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 ** ***, 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,
*** ***s

October 8, 2015MrsNancy Todd Marsh AvenueFlorence, SC 29505 Dear MrsTodd,We sincerely apologize for the inconvenience you have experienced with your recentorder.Our records show your refund check in the amount of $was mailed to you on September 30, Perhaps,
your letter and the payment simply crossed in the mail.If this is not the case, or if you should have any other questions or concerns, pleasecontact me directly at (330) 244-8164. Sincerely,Valerie MorelandDirector of Compliance

January 20, *** *** *** *
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*** *** *** 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
satisfactionThe 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 fireplaceUpon receipt of your return, your refund will be processed within 3-business days Thank you for bringing this matter to our attentionIf you have any other questions or concerns, please contact me directly at (*** *** Sincerely, *** *** Director of Compliance

January 22, *** *** *** **
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* Dear *** *** Our records show your new fireplace was delivered to you on January 14, if you have any other questions or concerns, please contact me directly at Perhaps your letter and this shipment simply crossed in the mailIf this is not the case, or*** *** Sincerely, *** *** 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* ***, 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,
*** *** Thank you for taking care of this matter. I am completely satisfied with the results. Ypu did a great deal in getting this matter settled. *** ** ***

[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* ***, 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,
*** ***

December 28, *** *** *** *
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*** ** *** Dear *** *** 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 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: *** *** *** *** *** *** *** *** ** *** ** *** or emailed to *** If you feel this is not an error, you may contact me directly at *** *** 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 *** *** Sincerely, *** *** Director of Compliance

Revdex.com:
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,
*** *** Thank you for your help...our heat surge is being fixed at no charge...we had a call from a great guy and he said he hears a lot of complaints...so we are happy this resolved..thanks to you at Revdex.com *** ***

December
8, 2015*** *** ***
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*** *** ***We
sincerely apologize for the inconvenience you have experienced with your order.Our
records show that a full refund in the amount of $was issued to your
*** on
November 24, In addition, a pre-paid postage label was sent
to you to return the unit on November 25, 2015.We
trusts 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 a* *** *** Sincerely,*** ***Director
of Compliance

January 20, *** *** *** *
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* 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
satisfactionThe 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 fireplaceUpon receipt of your return, your refund will be processed within 3-business days Thank you for bringing this matter to our attentionIf you have any other questions or concerns, please contact me directly at *** *** Sincerely, *** *** Director of Compliance

January 15, *** *** *** *
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*** ** *** D*** *** *** Thank you for bringing this matter to our attention Our products meet or exceed all requisite safety standards (including testing and ETL certification that the units meet the requirements of
*** *** *** *** which is the requisite standard for electric fireplaces) and are built to the manufacturer’s specifications. Regretfully, electrical issues such as those reported are often the result of a faulty outlet or home wiring. When there is space between the plug prongs and the socket, resistance increases. High resistance connections can be caused by loose screw connections in receptacles, damaged wires and loose plug and socket connections. In addition, retention force is responsible for a large percentage of issues. This is the measure of how tightly an appliance plug is gripped by the connections inside the outlet socket. A customer may have a lamp with a low draw of electricity plugged into the same outlet for years with no issue. However, our fireplace is a high draw appliance and may allow the high resistance condition to present itself. Thus, the customer has had the problem with the outlet, but the fireplace is the first high draw appliance plugged into that outlet so it is the first indication that there is an issue with the outlet or home wiring. Heat Surge advises all customers experiencing these types of issues to seek the help of a licensed electrician before using the unit in the same outlet. The instruction manual also advises customers not to block air intakes or exhausts in any manner. In addition to this and the other detailed safety information in the instruction manual, Heat Surge provides a slip inside the box of every unit that contains basic safety information about proper use of the unitFor example, consumers are advised not to plug the unit into a surge protector, adaptor or extension cordConsumers are also advised to check their outlets after running the unit a couple of time to ensure the outlet is not loose or to identify any home wiring compatibility issues. The instruction manual also includes safety information about the importance of cleaning the unit and keeping it free from debris. Dirt or debris in the unit can cause sparking and/or smoke. The unit draws in air in the back vent and if there is a large amount of dust or debris in the surrounding air, it also gets pulled into the unit. As this debris comes near the heating element, it may cause a spark and/or smoke. However, there are numerous safety features in the unit to prevent this sort of incident from becoming a possible threat. First, the heating elements have a thermal cut-off overheat / shutdown in placeNext, the metal housing is designed to be self-cooling and a heat barrier. The mantled fireplaces also have the insert installed in such a way as to *** *** *** ***.Our records show your first purchase was made on November 29, andntain air space between the metal surfaces and the wood mantle to prevent transfer of heat. And finally, the units feature a prong grounded plug that exceeds the requirements of the second heater purchased on February 25, Both of the purchases were covered by a one-year replacement warranty and a 30-day money back guaranteeBecause both heaters were purchased seven years ago, we are unable to honor your request for a refundHowever, we do have a service center in your area that can replace the plugs for you on the heatersThe service center is *** ** *** located at *** *** *** *** ** Their telephone number is *** *** Your reference number for service is *** If you choose to have them replaced, please follow all safety guidelines provided in the safety manual and highlighted in this letter If you have any further questions or concerns, please contact me directly at *** *** Sincerely, *** *** Director of Compliance

May 5, *** *** *** *
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*** *** ** *** 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 satisfactionThe necessary steps are being taken to ensure this type of situation does not reoccur We are sending a brand new Heat Surge Fireplace to you under separate coverPlease allow 10-business days for the shipment to arrive Thank you for bringing this matter to our attentionIf you have any other questions or concerns, please contact me directly at *** *** Sincerely, *** *** Director of Compliance

Thank you so much for helping me resolve my problem with Heat Surge I could never have solved my case with out your help Today, 1/20/I received a beautiful brand new working heater from Heat Surge This is what they promised from the certificate I am a senior citizen and I am very happy with my heater.Thank you,*** ***

January 13, *** *** *** *
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*** *** *** We sincerely apologize for the inconvenience you have experienced 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 Our records show you purchased the Heat Surge fireplace in February Your purchase was covered by a day money back guarantee and a one year replacement warrantyAlthough your purchase is well past the day money back guarantee, as a one-time courtesy, we will honor your request to return the unit for a refund Under separate cover, we are sending a pre-paid postage label to return the unitUpon receipt of your return, we will process your refund within 3-business days If you have any other questions or concerns, you may contact me directly at *** *** Sincerely, *** *** Director of Compliance

Revdex.com:
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,
*** ***

December
11, 2015*** *** ***
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We
sincerely apologize for the inconvenience you have experienced with your recent
order.Under
separate cover, we are sending a pre-paid postage label to return the Heat
Surge
fireplaceAlso, a replacement unit is being sent to youPlease allow
7-business days for the new fireplace to arrive.Thank
you for bringing this matter to our attentionIf you have any other questions
or concerns, please contact me directly at *** ***Sincerely,Valerie
M***Director
of Compliance

February 13, *** *** *** *
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* We sincerely apologize for the inconvenience you have experienced with your order Our records show that you ordered the Roll N Glow on December 17, and the order was
shipped to you the same dayYour purchase was covered by a day money back guarantee and a one-year replacement warrantyThis indicates your warranty expired at the end of December Although your purchase is past the guarantee, as a one-time courtesy, we will honor your request for a replacementUnder separate cover we are sending a pre-paid postage label to return the defective unitAs soon as we receive your return, we will send a new fireplace to you within 10-business days Thank you for bringing this matter to our attentionIf you have any other questions or concerns, you may contact me directly at *** *** Sincerely, *** *** Director of Compliance

January 25, *** *** *** *
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*** *** *** We sincerely apologize for the inconvenience you have experienced 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 Our records show the purchase was made on September 26, This purchase was covered by our day money back guarantee and a one-year replacement warrantyAs a one-time courtesy, we are honoring your request to return the unit for a refund Under separate cover, we are sending a pre-paid postage label to return the fireplaceUpon receipt of your return, the refund will be processed within 3-business days If you have any other questions or concerns, you may contact me directly at *** *** Sincerely, *** *** Director of Compliance

January 31, *** *** *** *
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*** *** *** 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 *** *** *** card ending in *** 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 (*** *** Sincerely, *** *** Director of Compliance