Sure Heat Manufacturing
Reviews and Complaints

I live across from their warehouse and it closed during the pandemic

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.

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

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.

Called Sure Heat on April 30 2014 to order parts for a Tuscany Gas Grill.
They took my order, and told me parts were in stock.
Called back about 8 days later as I received no tracking number or delivery.
They said they are "group shipping" - whatever that means - the
following week. Another week, no tracking number. Called again. They
said, definitely being shipped on Tuesday May 27 after Memorial Day.
(Note: I lost Memorial Day grilling as they were delayed, so I am really
getting mad now).Called June 2, since again, no tracking number, no
delivery. They say: We moved our warehouse so we can't ship anything.
We're in the middle of the move. Asked them if they thought 5 weeks
delay with no info the customer was an acceptable business practice.
They said "no, sorry". Asked about a new date and they could not
provide. I said it's unacceptable and asked to speak to a supervisor.
Was put on hold for 10 minutes and then transferred to an empty voicemail box which hung up on me.
What kind of a boiler room operation is Sure Heat? They can't find a part
in 5 weeks, stick it in a box and ship it? They can;t connect me to a
supervisor to provide an accurate date?AVOID THIS COMPANY AT ALL COSTS
IF YOU EVER WANT CUSTOMER SERVICE! AVOID SURE HEAT.
I have ordered parts form dozens of vendors in the USA and never had such a poor experience!

Back on May 7, 2009 we ordered parts from this company. Payment was processed and still today (7-22-09) no parts. When we try to call we get put on hold for at least 30 minutes only to be told repeatedly that these parts are on back order and will ship at the end of the month. And what month would that be? I am very discouraged with this company and from other complaints, I can see that we are not the only ones being "ripped off", for lack of a better word - frauded. Companies like this should not be allowed to operate in our great country. We all have enough problems without being frauded like this. PLEASE, SOMEONE SHUT THEM DOWN !

I bought a grill today from this company and it was missing a ignighter. I called into [protected] to ask if I should return the grill or they will send me a part. I was put through to a very ignorant gentleman you would only idnetify himself as Chris. He said they would sent the part but would not give me any tracking info and I could not call back he said and check on the status. When said "really I can't call back to make sure it has shipped" he got very loud and very rude. I then asked to speak to a supervisior and things got worse and I did not get to speak to the supervisior.
The only reason I wanted to track the part is after reading hundreds of service complaints about this company and people not recieving warranty or paid for parts. If you are thinking of buying from this company do some online research...you will see what they are about and how they treat customers. I am going to return my AM33LP. I will research first and find a company that has great customer service-if I have to pay more so be it. Also these AM33LPs I am seeeing in reviews are 430 stainless on most surfaces which rusts and that the pop rivets and other parts rust within 18 months on this unit. I guess you need 304 stainless steel.

Todd

update:

The customer service's manager called me today and apologized for the lack of service I received She said she would talk to the lady that I dealt with last week. I am satisfied knowing that the slack service was not going to fall through the cracks and that there are people that are willing to offer good service and know what they are doing.

Aleeya

I went in on a Friday afternoon to the manufacturing office after someone referred me to them for a good deal on a grill. The customer service manager took me into the warehouse and showed me the available grills and after I chose the one I wanted to purchase she told me she would put my name on the grill and I could pick it up after Monday. Tuesday morning I called to find out when I could pick up the grill and if I would need help loading it. The customer service manager never answered her phone and her voice mail never picked up. Same thing Wednesday morning. Thursday morning I finally spoke to her on the phone when she told me she would check in the warehouse to see if the grill was still there and she would call me back. She did not call me back. I called that afternoon and finally was able to get her voice mail and I left her a message to please call me back, that I wanted to pick up the grill Friday. She still did not call me back. I decided to show up Friday to pick up my grill and it wasn't until I was in the office waiting for the customer service manager that I was informed that the grill was gone when they came in Monday morning. No one called to tell me this. The customer service manager did not tell me this when I spoke to her Thursday. No one called, not one time in the four days between when the grill disappeared and when I arrived to pick it up. I took time off from my job to go up there early on Friday to pick up this grill and only then did someone admit the grill was not there. The customer service manager said they had another new grill still in the box but would be $200.00 more than what we agreed on for the original grill I wanted. I asked her why she never told me the grill I was coming to pick up was not there and she said she checked but she did not call me back. She then told me there was nothing she could do. I asked her who the manager was and then she became defensive telling me she was the manager. I asked her who her manager was and she gave me her name then told me she had just walked out the door so I could not talk to her. I left the building then called the company to leave a message for her manager letting her know I would be sending a letter to her, the customer service manager and also the Better Business Bureau. I then called to leave a voice mail for the customer service manager but she actually answered the phone. I calmly explained to her that I would be writing a letter to her manager and the Better Business Bureau explaining the situation and she started saying I was harrassing her and that the calls were recorded. She then proceeded to tell me that they stopped selling to the public and that she was only being nice to me when she agreed to sell me the grill. I replied that it was not nice that she agreed to sell me the grill then did not tell me it was sold to someone else 4 days before I showed up in the office. If she would have called me Monday, when the grill was either sold to someone else or shipped to a store there would not have been a problem and I would have been able to make other arrangements to buy a grill somewhere else. This was not good customer service. This was not even bad customer service. This was no service at all. Do not buy a grill from Sure Heat. I would not even buy a grill from any store that Sure Heat supplies grills to. If this is their idea of customer service you can count on never getting any help if there is a problem.

You must work there.

I purchased a stainless steel Emberglow grill with a "98 year warranty." After three years they said they would only give 12 months warranty even though they admitted the parts I needed were covered by the 98 year warranty. "They had changed their policy."

I purchased a Sonoma Platinum grill from Costco and, despite using it very rarely, am looking to get my third set of burners. My experience in trying to get parts out of Sureheat has been similar. Every call I made gave me a completely different answer as to why my parts hadn't been shipped. This ranks with the worst customer service I have ever had. I will NEVER BUY A SUREHEAT PRODUCT again. I don't understand how a company can even stay in business when they are this bad.

I purchased a sure heat gas fireplace from Home Depot. Loved it, but after 3 years it went out. Sent the part to them to be fixed mid october. It is now mid Jan. and I still don't have the part and I can't get an honest answer from the terrible customer service dept. I have been told lies, I have been placed on hold for indefinite periods of time, I have been promised return phone calls and nothing. My next step is to call the better business bureau. I will NEVER purchase another Sure heat product and will be passing the word to everyone I know.

I seem to be another victim of the Sure Heat and Costco product line. Mine also rusted out totally inside within three years. To the point that the gas connection is totally rusted out and there are no solid pieces of metal left other than the outer body - which by the way still looks great!
Costco is no help. I spoke to a couple of other people who bought the same grill and they also had the same experience. However, they have returned the grill back to Costco within the warranty period and replaced it with a better brand.
The company is a fraud and Costco is promoting their product.
Shame.

I bought 2 Sonoma Platinum Edition Grills from Costco, $ 1000.00 F----N dollars. I have had to replace the burners every year since, this stuff is crap I agree. This is the worst Stainless steel ever, all rusted, try and remove screws that hold this crap together and you will strip the threads, and then try and drill the SS again. I'll be on the phone with Sure heat in the morning to fight with them again, even the cooking grates are crap, they want $200.00 F-----N dollars to replace the grates alone and $300.00 F-----N dollars to replace the flavor grids WTF. I have been grilling my entire life and never before have I had a burned out a grill like this piece of S--T . I WILL NOT LET THEM GET AWAY WITH THIS. Check for my latest complaint soon after I call them AGAIN

I got a Sureheat grill as a gift in the Summer of 2007. Burners were rusted out by 2008. Everytime I called them I got one excuse or another - they said they had trouble with their "vendor" for the parts. Kept cancelling my order. I got a call from them a few weeks ago - they said they'd ship my new burner to me for a shipping and handling fee of $15. After waiting with a useless grill for three years now !

My wife bought the grille thinking that the Amana name meant something... just another sellout with an inferior product and a company who does not stand behind their warranties. They can sure find burners to sell new grilles but won't take care of those who already have their products.

I made my displeasure known to my local Target's manager and district rep. I hope that they never sell such crappy products again from this flim-flam of a company. I hope that folks like Target and Lowes get smart abd stop doing business with this company. I know I will make sure that I never own another Sure Heat product again.

I purchased a PF30LP grill from Lowes. I experienced the knobs getting hot and coming off in my hand when I went to turn the burner down. I contacted customer service at "Shureheat" and was told that this can happen when there is a breeze. I don't remember if there was a breze (there could have been) but I have never owned a grill that wouldn't work right in a breeze. They offered to replace the knobs for $12.95. I expressed my displeasure with their thought of charging me for a problem that is surely theirs. They said my only option was to return the grill to Lowes. Lowes no longer carries the grill, but worked with me to find some knobs that would work (at no cost). I would not purchased anything associated with this company ever again.

Stay away from this company. Target and Costco sell their products and they are the worst quality of grills, even if they say AMANA on them. I bought the highest quality stainless grill from Target and it turns out that it didn't even last 2 years without rusting out. Trying to get replacement parts is a farce. No one ever answers their phones/emails/voicemails. Never again will I purchase a product manufactured by Sure Heat. They slap the AMANA name on their products for better selling. STAY AWAY!

I use to work for sure heat and its not the best company training was awful they throw you on the phone and you dont even know the product! You learn as you go. They are in finacial trouble and they will not be receiving any parts from china since they closed the plant so you better off going with another product. The had a guy that was in customer service that would hang up on the customers curse them and management would not do anything. I know for fact they would lie the company is unethical. I did my job and effectively if you got me on the phone I received so many compliments that never had they been helped in that way. They are excuse my language POOR WHITE TRASH! The management is aware of the problems and they allow it its only about 5 customer service reps who are under paid and under appreciated so you pay for what you get. If you ask me the product itself is made poorly and the customer service matches the product.

I totally agree with all the negative comments. We purchased an AM30 and requested some parts that have rusted and are still under warranty, this was in July 2010. We have had to call back every few weeks and have gotten the same answer from rude employees in their so called "customer service department". IT"S ON BACK ORDER! we have been told each time we will get it next month and that they had to change distributors. It is February 2011 and we are still getting the same excuse! DO NOT BUY ANYTHING THAT THIS SO CALLED COMPANY MAKES! They use cheap crap!

I purchased a grill in June 2007 i needed to replace the burners by march 2011 but i was told the parts weren't available i continued to call throughout 2011 and was unable to ever get the necessary parts which were covered under the warranty its now march 2012 and i am still looking for the parts even though the warranty has expired, within the next month i will get my parts or i will purchase a better product.

I agree ther customer service is worst than third world. And there technical support is really a joke you ask a question they cannot answer it and say they will call you back what a lie. I called on 2 occasions and never got a return call.After looking on the internet I determined what part I needed. I called and ordered a part for my LP gas logs I was told it would be 8 to 14 days for delivery. After 17 days I called to check on my order and was told it was shipped but had not had a UPS tracking number assigned and he assured me it had been shipped. After 4 more days I called back and was told they did not know why he told me it had shipped and they in the middle of inventory. As it turn out they never had the part I order in stock and was on back order and they had to get these parts from France and it would be another 3 weeks . Do you think I beleive anything they say. I think the CEO or district manager or plant manager or someone with sound and ethical business sense should look into these negative feedbacks.

I went in on a Friday afternoon to the manufacturing office after someone referred me to them for a good deal on a grill. The customer service manager took me into the warehouse and showed me the available grills and after I chose the one I wanted to purchase she told me she would put my name on the grill and I could pick it up after Monday. Tuesday morning I called to find out when I could pick up the grill and if I would need help loading it. The customer service manager never answered her phone and her voice mail never picked up. Same thing Wednesday morning. Thursday morning I finally spoke to her on the phone when she told me she would check in the warehouse to see if the grill was still there and she would call me back. She did not call me back. I called that afternoon and finally was able to get her voice mail and I left her a message to please call me back, that I wanted to pick up the grill Friday. She still did not call me back. I decided to show up Friday to pick up my grill and it wasn't until I was in the office waiting for the customer service manager that I was informed that the grill was gone when they came in Monday morning. No one called to tell me this. The customer service manager did not tell me this when I spoke to her Thursday. No one called, not one time in the four days between when the grill disappeared and when I arrived to pick it up. I took time off from my job to go up there early on Friday to pick up this grill and only then did someone admit the grill was not there. The customer service manager said they had another new grill still in the box but would be $200.00 more than what we agreed on for the original grill I wanted. I asked her why she never told me the grill I was coming to pick up was not there and she said she checked but she did not call me back. She then told me there was nothing she could do. I asked her who the manager was and then she became defensive telling me she was the manager. I asked her who her manager was and she gave me her name then told me she had just walked out the door so I could not talk to her. I left the building then called the company to leave a message for her manager letting her know I would be sending a letter to her, the customer service manager and also the Better Business Bureau. I then called to leave a voice mail for the customer service manager but she actually answered the phone. I calmly explained to her that I would be writing a letter to her manager and the Better Business Bureau explaining the situation and she started saying I was harrassing her and that the calls were recorded. She then proceeded to tell me that they stopped selling to the public and that she was only being nice to me when she agreed to sell me the grill. I replied that it was not nice that she agreed to sell me the grill then did not tell me it was sold to someone else 4 days before I showed up in the office. If she would have called me Monday, when the grill was either sold to someone else or shipped to a store there would not have been a problem and I would have been able to make other arrangements to buy a grill somewhere else. This was not good customer service. This was not even bad customer service. This was no service at all. Do not buy a grill from Sure Heat. I would not even buy a grill from any store that Sure Heat supplies grills to. If this is their idea of customer service you can count on never getting any help if there is a problem.

This is really not a complaint, but a different point of view from the other 2 complaints. I own a CGR30LP, manufactured by Sure heat. Granted over the last 5 years I have had some issues with it, but the customer service to this day has been fabulous. I know most of the people there have been there for years and are very knowledgeable about not only there product but other grills as well. I have ordered parts before and usually received them in about 10 days. I don't think people understand that you catch more flies with honey then vinegar. If you call acting like a jerk people respond to you differently. I have always been pleasant and they are pleasant to me. Customer service is just that. They can't control all the things that happen in a company. I know there job is to make things better, but all they can do is give you the information that they are given. As far as the lady with the conversion kit, if you pay attention to the website for Costco, it tells you what kit to order for your grill. I am not saying that they are the best customer service department ever, but they work well with what they have. Considering they listen to angry people all day, maybe you all should take the time to think about "would you want to be treated like you treat them" I think no.