Heat Surge LLC

November
3, 2015[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 satisfaction. The 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, 2015. Thank you for
bringing this matter to our attention. If you should have any other questions
or concerns, please contact me directly at [redacted] Sincerely,[redacted]Director
of Compliance

February 8, 2017 [redacted]
*
[redacted]   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 satisfaction. The...

necessary steps are being taken to ensure this type of situation does not reoccur.   After further investigation, we find that the order was keyed to [redacted] account in error. [redacted]e was not billed for this purchase.   We have received copies of your return shipping charges and are processing a refund in the amount of $134.57. Please allow 3-5 business days for the refund check to arrive.   Thank you for bringing this matter to our attention. If you have any other questions or concerns, you may contact me directly at ([redacted].     Sincerely,   [redacted] Director of Compliance

July 11, 2017 [redacted]  
[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, 2008. Your purchase was covered by our 30 day money back guarantee, along with a one-year replacement warranty. At the time of your purchase, you selected the extended two-year warranty at an additional charge. This means your fireplace was covered through December 2011.   While your purchase is well past the replacement guarantee, as a one-time courtesy, we are sending a new fireplace to you under separate cover. Please allow 7-10 business days for the shipment to arrive. It 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

January 5, 2016 [redacted]
*
[redacted]   We sincerely apologize for the inconvenience you have experienced with your Heat Surge Fireplace.   Per your conversation with our Service Manager, your fireplace will be repaired...

free of charge at [redacted], less than one mile from your home.   We trust this resolves the matter to your satisfaction. If this is not the case, or if you have any other questions or concerns, please contact me directly at [redacted].   Sincerely,   Valerie M[redacted] Director of Compliance

December 21, 2017 [redacted] [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 satisfaction. The 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 item. Please allow 3-5 business days for the label to arrive. As soon as we receive your return, we will process your request for either a refund or an exchange. Please specify upon returning, which action you would like us to take.   Thank you for bringing this to our attention. If you have any other questions or concerns, you may contact me directly at [redacted]     Sincerely, [redacted] Director of Compliance

March 18, 2016 [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 satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.   Under separate cover, we are sending two postage paid labels to return the units. Upon receipt of the return, your refund will be processed within 3-5 business days.   Thank you for bringing this matter to our attention. If you should have any further questions or concerns, you may 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
20, 2015[redacted]   
[redacted]
[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, 2015 and again on September 17, 2015.
As of this date, we have not received your response. However, to avoid any
further inconvenience to you, we are sending a replacement heater to you under
separate cover. Please allow 7-10 business days for the merchandise to arrive.We
hope this resolves the matter to your satisfaction. If 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

February 26, 2018 [redacted]
[redacted] [redacted]
[redacted]  [redacted]
*
[redacted]   We sincerely apologize for the inconvenience you have experienced.   Our records show the order was placed on February 9, 2018 by [redacted]. We received your email on...

February 12th regarding cancellation of the order. While we strive to respond to all email inquiries within 24 hours, the process can take 24-48 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 19th. A full refund in the amount of $196 was issued to M[redacted] card ending [redacted] on February 21st.   Thank you for bringing this matter to our attention. If you should have any further questions or concerns, please contact me directly at ([redacted]   Sincerely, [redacted] Director of Compliance

February 27, 2017 [redacted]
[redacted]
[redacted]  [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, 2016. UPS records confirm the weight of the package in the amount of 47 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 refund. Upon receipt of your return, your refund will be processed within 3-5 business days.   If you have any other questions or concerns, you may contact me directly at ([redacted]     Sincerely, [redacted] Director of Compliance

February 15, 2017 [redacted]
[redacted]
[redacted]  [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...

satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.   Our records show you purchased the fireplace on November 29, 2016. Your purchase is covered by a 30-day money back guarantee and a one-year replacement warranty. Therefore, we are sending a pre-paid postage label under separate cover to return the unit for a replacement.   The total amount of your order was $296 (see attached). Initially, your financial institution placed the money back on your credit card, however, after receiving the attached documentation, they have reversed the funds back to Heat Surge.   Upon receipt of your return, we will promptly process the exchange of a new fireplace for you within 3-5 business days. Once processed, the new unit should arrive for you within 7-10 business days.   Thank you for bringing this matter to our attention. If you have any other questions or concerns, you may contact me directly at [redacted]     Sincerely,   [redacted] Director of Compliance

January 10, 2017 [redacted]
[redacted]
[redacted]  [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 satisfaction. The 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 fireplace. Upon 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]4.   Sincerely,     [redacted] Director of Compliance

August 19, 2015[redacted]  
[redacted]
[redacted]  [redacted]
[redacted] We are in receipt of your information and would like to take this opportunity toaddress your concerns. The information you received is a promotional offer to purchase the World...

FamousHeat Surge portable heater. A $119 rebate is being given towards the purchaseof the Heat Surge Efficiency Plus heater with super advanced Hybrid-Thermicheat technology and ultra-efficient L.E.D. as advertised in the USA Today in2014. Our records show you purchased the old model Heat Surge fireplace in 2012, whichwas not equipped with the new Hybrid-Thermic heat technology. This technologywas not available at the time of your purchase. Heat Surge is giving you thisopportunity to take advantage of the special offer with the $119 rebate, whichis based on the price offered to consumers in the special advertising featurepublished in the USA Today. And with your full rebate, your cost of the HeatSurge Efficiency Plus portable heater is just $139. It is not uncommon for businesses to offer rebates contingent on a new purchase.Likewise, Heat Surge is offering this rebate to you if you are interested inpurchasing the new Heat Surge Efficiency Plus model. A rebate is an amount paid, by way of reduction, return, or refund on what hasalready been paid or contributed. Some companies require the consumer to paythe full amount of the product and in return, they will send you a rebate formto fill out and mail back in. It is not until this form is returned that acheck is processed and mailed to you for the amount of the rebate. In thiscase, for your convenience, we are offering an instant rebate, which means wehave already deducted the amount of your rebate from the purchase price. Your second concern is regarding the warranty offer. As you correctly observed, youhave never purchased a replacement warranty with Heat Surge, although this wasan option offered to you at the time of purchase at an additional charge.However, your purchase was covered with a one-year warranty absolutely free, which did, in fact, expire on November 21, 2013. This means your purchase is no longer covered should it ever need repaired. As a courtesy, Heat Surge was offering you an opportunity to purchase an extended warranty for your fireplace.Per your request, we have removed your name from our mailing list. If you have anyfurther questions or concerns, please contact me directly at ([redacted].  Sincerely,Valerie M[redacted]Director of Compliance

January 31, 2017 [redacted]
[redacted]
[redacted]  [redacted]
*
[redacted]   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 satisfaction. The necessary...

steps are being taken to ensure this type of situation does not reoccur.   Our records show the purchase was made on November 25, 2016. As our representative explained on January 16, 2017, this purchase was covered by our 30 day money back guarantee and a one-year replacement warranty. However, as 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 fireplace. Upon receipt of your return, the refund will be processed within 3-5 business days.   If you have any other questions or concerns, you may contact me directly at ([redacted].     Sincerely,   [redacted] Director of Compliance

March 23, 2017 [redacted]  
[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, 2017.   Your refund check in the amount of $267 will be mailed on Monday, March 27, 2017.   If you have any other questions or concerns, you may 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]

December
8, 2015[redacted]   
[redacted]
[redacted]  [redacted]
Dear
M[redacted]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...

concerns. At that time, you advised our representative that you
are returning the merchandise for a refund. Upon receipt of your return, your
refund will be processed within 3-5 business days. 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]

July 21, 2015[redacted]   
[redacted]
[redacted]  [redacted] Dear M[redacted]
 We sincerely apologize for the inconvenience you have experienced with your order. Rest assured, [redacted], the service you received is not typical of Heat...

Surge’slevel of customer satisfaction. The 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 mail. If this isnot the case, or if you have any other questions or concerns, please contact medirectly at [redacted]  Sincerely, [redacted]Director of Compliance

October 27, 2016 [redacted]
[redacted]
[redacted]  [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 $177. As the letter explains, “An Internal Rebate Review concluded that the old model Heat Surge fireplace you purchased on December 12, 2010 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 5 way illuminated touch screen. In fact, not all this new technology was available at the time of your original purchase. Therefore, 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 $177.00 a brand new Heat Surge Efficiency Plus Touch Screen fireplace will be delivered to you for just $159 upon prompt return of the 2016 Rebate Claim Form enclosed.”   A rebate is an amount paid, by way of reduction, return, or refund on what has already been paid or contributed. Some 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 in. It is not until this form is returned that a check is processed and mailed to you for the amount of the rebate. In 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 purchase. Likewise, Heat Surge is offering this rebate to you if you are interested in purchasing the Heat Surge Efficiency Plus. If a consumer is not interested in the rebate, the information may simply be discarded.