Sure Heat Manufacturing

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Te
Teous Jan 18, 2014

I also have had a terrible experience with Sure Heat. My thermacoupple needs replacing and they said I had to buy the entire burner with couple attached. I have tried calling the company for two weeks to order it and they keep saying their system is down. How can a company run for two weeks without a computer system or why can't they manually look up the parts. When you call you stay on the line for 20 minutes on ignore before someone answers just to tell you their system is down. Very frustrating and poor cutomer service.

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Ja
Jack Kaplan Nov 26, 2019

Try calling them a big joke. They never answer the phone period. Do yourself a favor get another brand. Shocked that amazon and Home Depot would sell these! Call and see before you buy

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Gary Coots Feb 04, 2020

I am running into the same issue. I got to this site here by trying to see if Sureheat might have gone out of business. Even the Sureheat webmaster's email bounced back. I get an internal server error when I tried to register our gas logs for warranty and the same thing for Customer Service. When I call, I am told by a robo-system I am number 1 in line but then get placed in the hold zone forever. Three logs were broken when ours arrived and I was advised by a local fireplace shop not to use them since ours are a ventless system. The first order we made got lost and this was the second order.

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Denise Topper

Ventless gas logs for the house

The ventless logs that I purchased from Home Depot were low in price. I wanted heating efficiency and they did deliver that. But the logs were poorly made and crumbled easily and the igniter was flimsy and the knobs turned opposite that they should so it was easy to shut off the pilot and hard to reignite.
I am complaining, though, that I returned a damaged set of logs and they were supposed to be returned to me. I sent them in before Christmas 2010 and it is now early February 2011. Customer service says that the logs will be returned to me but they have not arrived. They do not reply my inquiries where they are and it is getting to be nearly two months.
I don't think people should buy Sure Heat's products - I think there are too many defects for the price and they do not stand behind their products.

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Tired of bad service

Pitiful service and poorly made products

I have an Altima grill that I have owned for a few years. It was first delivered without the correct parts and could not be used at all for several weeks. I contacted the customer service several times before the 'correct' parts were shipped. The first set of parts only fixed a portion of the problems and revealed some others. As I started to address the new problems it became obvious that the staff at Sureheat do not know what they are doing. I tried to ask very specific questions regarding how and why some of the parts were not working properly (like the fact that they had put a natural gas orifice in an LP grill) but they just didn't seem to have a grip on any of it. Usually they would send out some part that might or might not be correct and I would eventually get enough correct parts to get the grill working. Also, every time I was told that "they were working on my order" it took at least 2 additional contacts on my part and a few weeks before any parts actually shipped. There was usually a couple of "I don't know what happened to your order, I'm really sorry" emails involved in each transaction. I didn't realize how sorry the whole operation was until I went back through some old emails recently when I had to order parts again and realized that the same thing has happened EVERY TIME. NEVER, NEVER, NEVER BUY ANYTHING FROM THESE GUYS.

As far as the actual operation of the grill, there is also a problem with the grill flaring up constantly if you are grilling anything fatty. This grill is an overpriced piece of crap.

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AngryinTexas

Customer Service a bad joke

In November we tried to use our 1-year old gas logs and discovered that the thermal coupling would not work. After trying to locate a local supplier (NONE..including the Home Depot where we bought it!) we contacted the Customer Service Department for Sure Heat. The service person confirmed the part number we supplied and the cost of approximately $15 and said it would be sent immediately. Three and a half months and numerous lies later, we are still waiting. We contacted them every one-two weeks, getting more and more irate with each call. Last month they could not find our order in their 'system' and we had to start the process all over! But, "no problem, the part would be shipped that day." Since then we have called every week and are again being told that the 'part will go out today, ' but, 'no, we don't have a shipping number yet.' Home Depot and Lowes no longer carry their products and it is an easy assumption that this is part of the reason...as well as the fact that other comments confirm that their products are shoddy, shipped with missing parts, and generally, of poor quality. We really have no expectation of receiving the part at this point, and expect to have to incur the expense of a completely new gas log system. I can assure you that our next system or any other gas appliance will certainly NOT be manufactured by Sure Heat. I am amazed that they are still in business!

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Adrian

Worst experience

I purchased a 5 Burner Stainless steel grill manufactured by Sure Heat under the Amana Brand. Although I kept the unit in a covered area of my patio, in only two seasons, the interior parts had rusted out. In March I ordered some replacement parts from their Customer Service area, some still under warranty, some not. Although I requested it, I was never sent a copy of my order. It took them 4 months to ship the parts to me, and when they arrived there was no packing list in the box...just a bunch of metal parts. When I went to put the Grill back together, I found that they had sent none of the hardware necessary to do so (maybe they thought I'd use glue to put the pieces together), nor any instructions on how to do it. I waited about a week to see if I would get a response as to whether or not they had shipped all the parts, and when nothing came, I spent half a day trying to Micky Mouse the thing back together using rusted screws, rusted parts and whatever else I could find that would work. About 10 days after I put the unit back together, I received yet another part in the mail. Clearly, I won't be using it now! On top of all that, not only did they charge me for this debacle, they over charged me, billing my AmEx Card for the pieces still under warranty. I have filed a dispute with AmEx and have no intention of paying the bill until they provide me with exactly what they shipped and what I was charged for each item.

I sent their CEO Michael Mulberry Sr. a letter detailing my experience, but don't expect to get much back. Clearly, this is a Company that has no ethics in its dealings with the public. I for one, will never do business with them again.

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