Heat Surge LLC

December 21, 2015 [redacted]
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[redacted]   We sincerely apologize for the inconvenience you have experienced with your order.   The Heat Surge fireplace is equipped with a safety feature which shuts down the unit if it is not...

operating correctly. This is the beeping sound that you hear.   Our records show your purchase was made in February 2014 and was covered by a one-year replacement warranty. Although your purchase is out of warranty, we will authorize our service center to repair the unit for you. The closest service center to your home is [redacted]ed at [redacted]. The service center’s phone number is ([redacted]. Please provide the service center with your reference number, which is [redacted]   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]

May 2, 2016 [redacted]
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[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 $298.   Please forward a copy of your credit card statement showing the charge. You may send this information to: Heat Surge, Attn: [redacted] 44720. 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

[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 [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 30, 2015 [redacted]
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[redacted]   We sincerely apologize for the inconvenience you have experienced with your order.   Per your conversation with our representative on December 19, you have agreed to take the Heat...

Surge fireplace to our local service center for repair.   We trust this resolves the matter to your satisfaction. If this is not the case, or if you have any further questions or concerns, please contact me directly at ([redacted].   Sincerely,   Valerie M[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]d 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] I am still unhappy with this result, but as it is the only resolution you have offered I will accept. The unit was used a total of 3 or 4 months total before it quit.

Revdex.com:
I have reviewed the response made by the business in reference to complaint [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 13, 2017 [redacted]
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* We sincerely apologize for the inconvenience you have experienced.   It sounds as though during the time you were attempting to reach us, we were experiencing technical issues with...

our telephone lines. However, these issues have been corrected. Rest assured, [redacted] the service you received is not typical of Heat Surge’s level of customer satisfaction.   We are mailing two pre-paid postage labels to you to return the units for a refund. Please allow 3-5 business days for the labels to arrive.   If you have any further questions or concerns, please contact me directly at [redacted]   Sincerely,  Valerie Moreland 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]

December 28, 2017 [redacted]
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[redacted]   We sincerely apologize for the inconvenience you have experienced with your recent order.   Your refund in the amount of $53.57 is being processed. Please allow 7-10 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To Whom it may concern:Complaint ID:[redacted]Yesterday my father received 3 Heat Surge Fireplaces shipped to his address.  According to your previous response, a full refund was going to be processed:"According to our records[redacted] purchased the Heat Surge Fireplaces in September and October 2016. Both purchases were covered by our 30-day money back guarantee. Although both purchases are past the guarantee, as a courtesy, we are honoring your request to return the merchandise for a refund. Under separate cover, we are sending pre-paid postage labels to[redacted] to return the units. Upon receipt of the returns, the refunds will be processed within 3-5 business days."Please let me know how to proceed.C[redacted]
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[redacted]CONFIDENTIALITY NOTICE: This E-mail transmission may contain confidential or legally privileged information that is intended for the individual or entity named in the E-mail address. Use of such information by any intended recipient shall be limited to the purpose for which such information was sent. Unauthorized use, disclosure, or copying is strictly prohibited. If you received this E-mail transmission in error, please reply to the sender and delete the message. Please do not print this email unless it is absolutely necessary.  Thank You.On Wed, Dec 21, 2016 at 12:32 PM, Heat Surge Customer Service <[redacted]> wrote:Dear Chris Lannin,Thank you for contacting Heat Surge.Refunds are only allowed within the first 30 days of receipt of an order. After 30 days we can replace a unit if it's not working. Your father can ship the unit(s) to the following address for replacement:Heat Surge, 8000 Freedom Ave NW, North Canton, OH, 44720.If we can be of further assistance please contact our Customer Care Team at 1-800-924-7964 Monday-Friday 8:30 AM-5:00 PM Eastern Standard Time. Sincerely,[redacted]

December 28, 2016 [redacted]
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[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 2009. Your...

purchase was covered by a 30 day money back guarantee and a one-year replacement warranty. Since 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 you. However, 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 Fireplace. If 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

[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.  Heat Surge did give us a return label, this item was mailed back, and se did receive a refund. We are happy with the response.
Regards,
[redacted]

December 28, 2016 [redacted]
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[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 satisfaction. The 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 transaction. If you feel this is an error, please submit the proper documentation showing the charge to your account. This 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 attention. If you have any further questions or concerns, please contact me directly at [redacted]   Sincerely, [redacted] Director of Compliance

December 28, 2017 [redacted]
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[redacted]   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...

satisfaction. The necessary steps are being taken to ensure this type of situation does not reoccur.   Our records show you purchased the Dark Oak Mini Glo on January 9, 2017. Your purchase is covered by a 30 day money back guarantee and a one-year replacement warranty. Therefore, we are unable to honor your request for a refund at this time. However, you are eligible for a replacement through January 2018.   As a courtesy, we are not only sending a free replacement to you, we are upgrading the replacement to our Mini-Glo Efficiency Plus Touch. Please allow 10-14 business days for the new unit to arrive. It is not necessary to return the original unit.   Thank you for bringing this to our attention. If you have any other questions or concerns, please contact me directly at [redacted]     Sincerely, [redacted] Director of Compliance

April 19, 2018[redacted]
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[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. Per our conversation with your daughter, we are sending two separate pre-paid postage labels to return both the units. As soon as we receive the returns, we will gladly replace them for you. Please allow 7-10 business days from the date we receive your return for the new units to arrive. Thank you for bringing this matter to our attention. If I can be of any further assistance, please contact me personally at ([redacted]. Sincerely,[redacted]Director of Compliance

February 17, 2017 [redacted]
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[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 new unit to you under separate cover. Please allow 5-7 business days for delivery. In addition, we are sending a pre-paid postage label to return the defective unit. You may use the box the new unit arrives in to return the original fireplace.   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 17, 2017 [redacted]
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[redacted]   Thank you for bringing this matter to our attention.   Per your conversation with our representative, a pre-paid label was sent to you to return the Heat Surge fireplace. We have...

received this unit back, and it is currently being inspected.   As you requested, a new fireplace was shipped to you. Our records show the shipment arrived on January 13th.   If you have any other questions or concerns, you may contact me directly at [redacted]     Sincerely,   V[redacted] Director of Compliance