The complaint has been investigated and
resolved to the customer's satisfactionResolved Sure Heat Manufacturing — horrid customer service
resolved to the customer's satisfaction
We purchased a grill through Costco in Feb. 09 and wanted to convert it to natural gas. After calling Costco to make sure we were ordering the correct part we were told to call Sure Heat directly to get confirmation that it was indeed the correct part. After being assured that is was correct we paid 79.99 for the conversion kit and waited 14 days for it to be delivered. Once delivered we hired a company to come out and convert the BBQ...after an hour of work the man informed me that it wasn't the correct kit. While he was still we called Sure Heat directly again, I was told that I had been shipped the wrong product I had a 2009 grill and the part they shipped was for a 2007. I reordered a 2009 kit with a guarantee that it would be here in less than five business days...two weeks later I called Sure Heat back only to be told that the order was never placed but rest assured they would get the part out to me asap and it would be here in 3-4 days. Now after a week I called again today only to be told that it hadn't been shipped at all! After explaining to the salesman what we had been through he proceeded to tell me to calm down and that he needed to speak with the other associate to make sure she had promised the expidited shipping...let me tell you how much I enjoy being called a liar! After having the sales associate berate me again I was finally transfered to a manager...not that she was much help! I have been promised yet again that the part will be here in 3-4 days...I'm not holding my breathe!! DO NOT DO BUSINESS with these people they are dishonest and completly unprofessional. It amazes me that Costco would do business with this kind of company, I am disappointed!!