Vonnie M

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Faulty goods

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Had to have unit replaced after only a couple of months. Paid well over $100 to ship unit back (They wouldn't cover cost) Received replacement motor and after very few uses, it has stopped working! We have several hundred dollars tied up in a product that is faulty. It is nearly impossible to even talk to these people! Very disappointed in the product and the service. Very, very sad that people I would have thought honest have proven me so wrong. What a shame! Please do NOT purchase their product. Apparently, they made changes that were a very poor business decision (where they purchased the motors).
View full review
Loss:
$400
Pros:
  • Would never recommend there product
Cons:
  • Unfair return policy
Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

Verna Rxk

Do Not Buy! Have 6! 3 don’t work, other 3 work only on low! No customer service period!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Bought items on a mail special. Agreements were not honored on 1st unit. Regained my trust and sent me Refurbished ?? Wall units stayed in box for over a year before using. Was using a wood heater before, 62 at time so switched to heat surge. Beautiful display, however, they have a short life span, don’t last long. Sorry to all the people I referred to you!
View full review
Loss:
$2000
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

David A Tba

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Don"t buy their product .A unit under warranty had to pay shipping cost to receive a working unit

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I bought a unit and it was broken when I opened the box .Call customer service and they told me it was under warranty and to return it I sais ok She told me I had to pay the shipping charge back to them. A cost of $ 26.45. I ask why it was their product and it was broken and under warranty, she said that's their policy. Terrible
View full review
Loss:
$26
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: refund my shipping charge back to me i had to pay o get another unit that would work

Anonymous
map-marker Fredericksburg, Virginia

We love our surge heater, we now have 3. Our problem was solved soon after our complaint. Great product.

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Complaint was They expected us to pay S/H. They finally sent us a Return label. All good
View full review
Reason of review:
Honest return, exchange or cancellation policy
Pamela B Lkw
map-marker Montclair, New Jersey

The heatsurge has been with my family for 3 years they are great to have.

I been notified of a rebate payment due to me because i purchase a Heat surge fire place in 2/27/ i tryed to visited the claim website at HeatSurge.com/rebateclaim 2017 the page does not open on that sight my claim code WHS1019 please contact my e-mail at Psalm3527@***.com kind regards P.Penders
View full review
George D Qfe
map-marker Colorado Springs, Colorado

Concerned about a rebate

Too the General Director of heat surge company. I’ve written too! Message to that individual. Concerning a postal card in the mail the other day . Prettying a rebate for $200.+ with a code. I’ve already gave the info to the proper channels. . I’d rather have a check in stead . You have my email address and phone no, I’d like to I to hear from someone as soon as possible thank you .
View full review
THOMAS R Plh

Rebate scan

I received a card in mail stating I was eligible for a $233.00 rebate and it gave a website which no matter what I did could not reach. This will be my last dealing with Heat Surge & BBB has been notified of this scam
View full review
Pros:
  • Looked nice
  • Heater was attractive did a good job when it worked
  • Workmanship of the cabinet is beautiful
Mary a Nxw
map-marker Lindenhurst, New York

I typed heatsurge.com/rebateciame WHS1019 and didnt get the form they said i needed

please try to help me get the rebate of $233.00
View full review
Reason of review:
trying to get my rebate
Anonymous
map-marker Tucker, Georgia

Heater not delivered.9attemted but no one home.

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
The ups driver said no one was home when he tried to deliver. If the heater is returned to you please keep it and credit my card. Thanks Richard Joiner infonotice# is 945452****77. Thanks Richard Joiner
View full review
Anonymous
map-marker Brunswick, Maine

Dont send no more to buy from you

get a card for rebate cannot even get on for it nothing but scam boy are you lossing bussiness *** ***
View full review
Anonymous
map-marker Jackson, Ohio

Heater not working remote not workink

I am really upset with Heat Surge and the lack of concern about this issue. This is the second fireplace that I have purchased and have had problems with both of them. The 1st one would only work sometimes, it would shut itself off after about 25 minutes of operation. The 2nd one just stopped working (remote stopped working)and there doesn’t appear to be any other way to operate the fireplace/cool air function. If Heat Surge can not make this work in my favor, they have received the last dollar from me. I thought this was a company that would stand behind their products but I must be wrong. I will let others know to stay away from the Heat Surge company. I truly am a Pissed off consumer!!!
View full review
Loss:
$250
Pros:
  • Very unsatified
Cons:
  • Customer service is a joke
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

David H Sam
map-marker Jackson, Ohio

Our new, improved Heat Surge Nov.2018

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Approximately 2 months ago my husband contacted your customer service and told them our fireplace had stopped working. The service person said to ship it back to you to be replaced. We priced the charge for shipping your merchandise back to you, $100.

My husband and i purchased the new surge heater in good faith.

We dont think the expense should be ours to bear.

We also purchased 2 other surge heaters from you several years earlier, no problems, other than the logs no longer light up.

Please send us a shipping label to return this heater back, and send us a new one in its place. This ,we feel, this is a reasonable request. ORDER # 530-********

DAVID AND OR SALLY EMBREY

GANMA@***.NET

540-760-****

Respectfully

View full review
Reason of review:
Return, Exchange or Cancellation Policy
1 comment
Catherina Uqm

I apologize a label wasn't sent to you. A return label was just processed and sent to your listed email.

The label is from UPS.

Please be sure to check your inbox and junk mail. If you have any other questions or concerns, please contact us at 1-888-854-7813 Monday-Thursday 8:30am-5pm EST.

Phil m Uah
map-marker Shreveport, Louisiana

Not what I order

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Bought my first cabinet model and worked like a charm. Then they send you a newer model option to buy the exact same model “ but with newer upgrades” at a discount price because you are a prior customer. So sure I order the exact model with up grades. When it arrived it was one third the size of the first model. Sent a message to the company, “ no response”. Go figure. Another gimmick!!
View full review
1 comment
Catherina Uqm

We at Heat Surge take each customer’s concerns very seriously. We work diligently to resolve every phone call, email and letter as quickly as possible.

If you have an unresolved concern we ask that you contact us at 1-888-854-7813 Monday-Thursday 8:30am-5pm EST. You may also email your concern to custserv@heatsurge.com

Susan D Rjw

Did not receive merchandise

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Ordered a heater on March 12. Money came out of bank ($179) but never received my heater!!! Tried several times to contact them, but they never answer phone. Poor service!!! Do not deal with this outfit!!
View full review
Loss:
$179
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

1 comment
Catherina Uqm

We at Heat Surge take each customer’s concerns very seriously. We work diligently to resolve every phone call, email and letter as quickly as possible.

If you have an unresolved concern we ask that you contact us at 1-888-854-7813 Monday-Thursday 8:30am-5pm EST. You may also email your concern to custserv@heatsurge.com

Anonymous

Need my refund.

Acc.#w31838**** sent my heat surge back and have not received my refund yet!!has been awhile now please send my refund!
View full review
1 comment
Catherina Uqm

Thank you for contacting us. We attempted to reach you by phone today but had to leave a message.

When you can, please give us a call back at 1-800-781-3422 M-TH 8am-5pm EST. Thank you!

  • 1
  • ...
  • 3
  • 4
  • 5
  • 6
  • 7
  • ...
  • 11