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My parents ordered one of the Units (Cherry Roll and Glow) in November 2016.Unit worked okay for 1 month but now clicks 16 times and doesn't ignite, but you can smell a burnt plastic smell.

Unplugged unit and attempted contact with company for returns. Their URL for returns won't work, two attempts to contact them by phone went unanswered after being on hold for over an hour, and three attempts to contact them at their email address weren't answered. We'll contact the credit card company and let them fight this poor customer service and hopefully reverse the charges.

We'll also contact the Better Business to file a complaint.Avoid this company at all costs.

Review about: Heat Surge Ev5 Fireplace Electric.

Reason of review: Poor customer service.

Monetary Loss: $296.

Preferred solution: Full refund.

I didn't like: Customer service is a joke.

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