Heat Surge LLC

December
8, 2015*** *** ***
** *** *** ***
*** ** ***
Dear
M** ***We
sincerely apologize for the inconvenience you have experienced with your recent
order.Our
records show you spoke with one of our representatives on December 3rd regarding your concernsAt that time, you advised our representative that you
are returning the merchandise for a refundUpon receipt of your return, your
refund will be processed within 3-business daysIf
you have any other questions or concerns, please contact me directly at *** *** Sincerely,*** ***Director
of Compliance

February 25, *** *** *** *
*** *** ***
*** ** ***
*
*** *** *** We sincerely apologize for the inconvenience you have experienced with your recent order Rest assure** *** *** the service your 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 two pre-paid postage labels to return the units for a refundUpon receipt of your return, your refund will be processed within 3-business days Contrary to the assertions made in your letter, Heat Surge’s Mini Glo is rated Home Shopping Network’s (HSN) “Customer Pick” receiving a out of stars out of reviewsAlso Heat Surge’s Mini Glo Widescreen fireplace is also HSN’s Customer Pick receiving a out of stars out of reviewsA*** customers have rated Heat Surge’s Mini Glo a out of starsAnd additional to these third party review sites there are thousands of positive reviews from Heat Surge customers in which some of these reviews can be found on the Heat Surge website Thank you for bringing this matter to our attentionIf you have any further questions or concerns, you may contact me directly a* *** *** Sincerely, *** *** Director of Compliance

November 28, 2017*** *** *** *
** *** ***
*** *** ** ***
*Dear M** *** Per our conversation on Tuesday, November 21st, this matter has been resolved to your satisfactionThe new unit is scheduled to arrive today for you. If you have any further questions or
concerns, please contact me directly at (*** *** Sincerely, *** ***Director of Compliance

January 22, M** *** *** *
* *** *** **
*** ** ***
*
*** *** *** 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 Our records show your fireplace was delivered to you on January 12, If you have any further questions or concerns, please contact me directly at *** *** Sincerely, *** *** Director of Compliance

February 8, *** *** *** *
*** *** ***
*** ** ***
*
*** *** *** 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 *** *** *** ** *** 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 *** *** Sincerely, *** *** Director of Compliance

January 10, *** *** *** *
*** *** **
*** ** ***
*
*** *** *** 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, 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 *** ***
* 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,
*** ***

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

*** ** ***
*** ** *** ***
*** *** ***
*** ** ***
*** *** ***We
sincerely apologize for the inconvenience you have experienced with your order
of the Fat Free Fryer.Rest
assured, Ms***, 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 pre-paid postage label was sent to you to return the product for
a refundYour return was received on October 21, and is currently in
processPlease allow 7-business days for the refund check to arrive.Thank
you for bringing this matter to our attentionIf you should have any other questions
or concerns, please contact me directly at *** ***Sincerely,*** ***Director
of Compliance

December 29, *** *** *** **
*** *** ***
*** *** ** ***
*
*** *** *** We sincerely apologize for the inconvenience you have experienced with your recent order Rest assured, Ms***, 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 reoccurPer you request, we have cancelled your orderNo charges were applied to your credit card Thank you for bringing this matter to our attention. If you have any other questions or concerns, please contact me directly at *** *** Sincerely, Valerie M*** Director of Compliance

December 21, *** *** *** *
*** *** **
*** ** ***
*
*** *** *** Thank you for bringing this matter to our attention According to our records, *** *** purchased the Heat Surge Fireplaces in September and October Both purchases were
covered by our 30-day money back guaranteeAlthough both purchases are past the guarantee, as a courtesy, we are honoring your request to return the merchandise for a refundUnder separate cover, we are sending pre-paid postage labels to *** *** to return the unitsUpon receipt of the returns, the refunds will be processed within 3-business days Next, we would like to address your concerns with the safety of our productsAs evidenced by the documentation, our products meet or exceed all requisite safety standards (including testing and ETL certification that the units meet the requirements of Underwriters Laboratories Standard 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 times to ensure the outlet is not loose or to identify any home wiring compatibility issues. If you have any further questions or concerns, please contact me directly at (*** *** 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 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,
** ***

October 22, 2015*** *** ***
** *** **
*** ** ***
*** *** ***We sincerely apologize for the
inconvenience you have experienced with your recent order.Our records show your order was
cancelled on October 20, per your requestYou chose to pay for your order
with
a *** card ending in ***Heat Surge does not bill your credit card for
the purchase until the order shipsIn this case, because the order was
cancelled prior to shipping, your credit card was not billed.If you feel this is an error, please
forward a copy of your credit card statement showing the charge to: Heat Surge,
Attn: Valerie M***, Freedom Ave NW, Canton, OH 44720.If you have any additional questions
or concerns, feel free to contact me personally at *** ***Sincerely,Valerie M***Director of Compliance

January 10, *** *** *** *
* *** ***
*** *** ** ***
*
*** *** *** We sincerely apologize for the inconvenience you have experienced with your recent order Rest assured, *** *** **e 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 the remote control to you under separate coverPlease allow 3-business days for the shipment to arrive Thank you for bringing this matter to our attentionIf you have any further questions or concerns, please contact me directly at *** *** Sincerely, V*** *** Director of Compliance

February 17, *** *** *** *
*** *** ** **
*** ** ***
*
*** *** *** 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 Contrary to the assertions made in your letter, Heat Surge does not have data reflecting the ages of our customersThis information was never collected from you at any point Under separate cover we are sending a pre-paid label to return the unit for a refundUpon receipt of your return, your refund will be processed within 7-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

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’slevel of
customer satisfactionThe necessary steps are being taken to ensurethis type of situation does not reoccur. According to our records, UPS cannot locate the package we shipped to you, therefore, weare processing a refund in the amount of $todayPlease allow 3-businessdays for the refund check to arrive. If you should have any other questions or concerns, please contact me directly at *** *** Sincerely, *** ***Director of Compliance

January 25, *** *** *** *
*** *** **
*** ** ***
*
*** *** *** 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 Per our conversation, we are extending your warranty on the heater you purchasedYou may return the heater to *** *** *** ***In turn, we will send them a new fireplace insert We trust this resolves the matter to your satisfactionIf this is not the case, or if you have any other questions or concerns, you may contact me directly at *** *** Sincerely, *** *** Director of Compliance

January 12, *** *** *** *
*** ** *** ***
*** ** ***
*
*** *** *** We sincerely apologize for the inconvenience you have experienced with your recent orderRest assured, Mr***, 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 reoccurUnder separate cover, we are sending a pre-paid postage label to return the damaged unitIn addition, we are sending a new Air Fryer to you, which will arrive within 7-business daysThank you for bringing this matter to our attentionIf you have any further questions or concerns, please contact me directly at *** ***Sincerely, Valerie M*** Director of Compliance

March 7, *** *** *** *
*** *** ***
*** *** ** ***
*
*** *** *** We sincerely apologize for the inconvenience you have experienced with your order Our records show in response to your email of December 16, 2016, a pre-paid postage label was sent to the
email requested ***) on December 19, Although your purchase is well past the day money back guarantee, we are sending another pre-paid postage label to you to *** *** *** *** *** ** ***Upon receipt of your return, your refund will be processed to *** card ending in *** within 3-business days If you have any other questions or concerns, you may contact me directly at *** *** 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,
*** ***