ComplaintsforMr. Heater, Inc.

• Initial Complaint

  04/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 3 new propane fuel kegs and the refill kit at Walmart on march 13 2024. These are one pound refillable bottles from Mr Heater company. These are dangerous to use as the nylon retaining ring that holds the o-ring seal in the top does not fit correctly and pops out when trying to use the tanks. It sprays liquid propane all over and is dangerous. I have bent over backwards sent them pictures and my receipt. All I get are poor excuses like their e-mail isn’t working properly or they want more pictures.

  

  Business response

  04/15/2024

  Hello ******,

  My name is **** and I am the Technical Service Manager at for Mr. Heater. I am the one you talked to over the phone today. I have processed your order for the replacement nylon insert kits, and replacement product. You should receive those items late this week. I hope this takes care of the problem that you were having with your Fuel Kegs. I hope you have a great day! 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased several **** **** made by Mr heater 3 from Walmart and 3 from ****** , 1 of the kegs from ****** had a serious defect with the vent valve it looked corroded and would not vent the tank so it could be filled. I contacted them 2 times about this the first time a woman had me go through all the things they wanted a photo of the serial number on the Brass neck and text it to a number she gave me, I waited a few days and no response? So I called back and a man had me do the same thing I told him. What happened during the first call he said she was off that day so he couldn't contact her? I again did the same this sent a photo to a different number each employee has a different number to use for texting. He stayed in the phone until he verified the serial number and said they would send a replacement to the address in my text. Yesterday I got a call from. FedEx because my address was wrong? They put 321 instead of 323 on the label. I checked the text I did infact say 223. Minor issue. But then today I find the replacement keg has the same flaw the aluminum looking vent valve looks corroded and won't vent? I have 6 of these kegs now non of the others have this issue. So I called again today this person was completely oblivious at the end of call before I hung up without getting a replacement setup. He asked me to text him the photo of the new tank but didn't give me the number he uses? I asked what the number was already knowing how they work and he just went silent like he didn't understand my request for the number. Eventually he sends me a text to respond to ( This is not how the last 2 employees did it). So I responded with the photo . The. I said I was asking for the number and he wasn't answering me. Then he said I was saying a lot of things he didn't understand??? I then said never mind I'll just review it on YouTube as a fail I tried to work with them but this last person had no idea how to handle this so I hung up.

  

  Business response

  04/09/2024

  Hello, *******

   

  My name is Alex, and I am the Technical Service Manager for EGI, the manufacturer of your Fuel Keg that you are having an issue with. First, I am very sorry that you have been having such a difficult time getting a resolution on your issue with your Fuel Keg. This is not the experience that we want you to have with our company. I would be glad to make sure that we send you out a properly working product, and to the correct address. I will process that order today, and make sure that you get that replacement Fuel Keg delivered by the end of the week. Again, I am sorry for your experience, and feel confident that if you ever need to contact us again in the future that you will have a much more pleasant experience and an efficient result to your situation. Have a great day!  

  Customer response

  04/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards,
  
  ******* *******
  
  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mr. heater ventless wall heater 30,000 BTUs was purchased in February 2024. today is March 20 I've contacted them three times twice through their website and once calling their customer hotline my ventless gas heater leaks gas badly. It fills my house full of fumes. I've tried contacting them about this and they tried telling me that it was dirty is the reason being that when they get spiders behind them in cobwebs, but this has been in full use for month now And I have video proof to show what it's doing and I tried cleaning it the way they told me with the air compressor to blow it out that did not fix the issue I cannot get them to respond back to me via email. I tried to call them I cannot get contact with them . Due to I have a job in the hours clothes at the same time. I'm getting out This is a serial number on the heater is serial number EC – ***************** The model is ************. 30,000 BTUs natural gas wall mount heater The unit has five bricks across to that ignite three out of the five will ignite but all five of them will have gas coming out of it. I can waive my hand in front of it and all five of them light and I'll have a big fireball I have a video of that and I've tried telling them i've still not gotten a response through any email or my phone number this product is unsafe they need to be recalled and investigated. I still have the box. I'd love to send it back to them and get a refund currently my wife just went to the hospital because she has severe migraines and was sleeping during the day because she works nights when I got home, I could smell gas in my house from where it had been running. I have all new gas lines throughout my house. It is not on my end often at times all five will light like they should but it's when they don't is my issue. I don't know how to send the video. I took a screenshots during the video and attach them.

  

  Business response

  03/21/2024

  *****, 

   

  My name is ****, and I am the Technical Service Manager for Mr. Heater. I am very sorry for the current challenges you have gone experienced in achieving complete technical support for your heater. I have read your message, and have passed your information along so that my team will be reaching out to you via email, per your request. I hope we can come to a quick and efficient solution to your problem. Have a great day!  

  Customer response

  04/12/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  This hasn't been resolved yet  I sent in my heater and still no replacement or refund I'm still waiting

  

  Business response

  04/12/2024

  Hello *****, 

  Your heater was returned to our facility on April 10th. The replacement order was processed on April 11th. The replacement order number is **********. The order will ship out today April 12th, and you should receive the order early next week. The tracking number is ************. It is going through *****. I hope this takes care of everything. Have a great day!!

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Mr heater gas 25,000 btu garage heater on December 8th, 2023 to replace my existing Mr Heater that no longer worked. We installed it but the flame was like a torch and we couldn’t get it down. We contacted *** *********** that regionally installed the Mr Heater for the previous home owner. They came out and stated it was the gas valve. I contacted Mr Heater and they agreed to send out a new gas valve. Once the new gas valve arrived I contacted *** *********** to install the new gas valve only Mr Heater sent over a propane gas valve. So I contacted Mr Heater again and they sent out the correct gas valve. Again I contacted *** *********** but the gas coming out was like a blow torch. They tried and tried for about 1.5 hours to get the flame down and couldn’t. Then I contacted *** ******* to come out and they spent another 2.5 hours and finally got the heater to work. *** ***** sent an email that if I send in the receipts they would reimburse me. I have sent in the receipts but I haven’t heard anything for reimbursement,

  

  Business response

  03/12/2024

  Hello, ******

   

  My name is ****, and I am the Technical Service Manager for EGI. First, I am very sorry that your new product was causing so much hassle to get working properly. Having technical difficulty is typically not the case with our product, especially brand new. I have been working with the technician Joe, who was originally helping you with your situation. He has been working with you for a little while in order to collect all of the appropriate information, so we would be able to submit a financial reimbursement request for your service calls. He provided that information to me late last week, and your request for reimbursement was finalized and processed early this week. A reimbursement check will be mailed out to you on Friday the 15th of March. You should receive that check sometime next week. Please let us know if you have any additional questions. Have a great day!

  Customer response

  03/28/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  I feel bad-I never received the first email and then someone reached out and called me and resent the email. I have not received the check yet but it stated it was issued on 3/15.
  
  Thank you for your help, 
  
  ******
  

  
  

   

  

  Business response

  03/28/2024

  Hello ******,

   

  Yes, we have processed and mailed out your check. If you have not received your check in the mail, please call us at ************** and follow the prompts for consumer technical support so we can help find out why it has not delivered. Have a great day! 

  

  Business response

  03/28/2024

  Hello ******,

   

  Yes, we have processed and mailed out your check. If you have not received your check in the mail, please call us at ************** and follow the prompts for consumer technical support so we can help find out why it has not delivered. Have a great day! 

  Customer response

  04/01/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Good Evening I got a check for $495 which was the statement from M &M enterprises but not for *** ******* for the $245. But I guess paying the $245 is better than being out the $740.
  
  Thank you for your help, 
  
  ******

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought Mr Heater October 2023 at first a popping not to loud after a few weeks popping so loud wakes us up at night now it is blowing out a flame toward front ever other time it comes on Spoke4 times to customer service my husband checked gauge no lint in lines but still so rude when speaking to them always speaking down to him It’s not the money it has a yr warranty want even acknowledge it

  

  Business response

  03/13/2024

  Hello, ******

   

  I am sorry about the unsatisfactory experience that you had with our phone technician regarding your issue. Customer service is our top priority, and we take that promise very serious. It is certainly concerning when we hear about any situation that did not go as it should have gone. I believe that you have been in contact with the Technical Department Supervisor, *****, on March 12. He reached out to you in order to gather more information about your issue and find out what else we can do to hopefully solve the problem at hand, quick and efficiently. Please let ***** know what he can do, so that you can go back to using your heater as you intended to from day 1. I hope you have a wonderful day! 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought 2 pellet stoves one has been fixed with 7 different parts and still not working bought around September of 2023 and problems started at month 2 want refund

  

  Business response

  02/21/2024

  Hello, *****

   

  My name is **** and I am the ********* ******* ******* for ***, the manufacturer of your pellet stove. It is of my understanding that one of my technical representatives is actively working with you and your husband on fixing the current problem with your stove. As it stands, the current issue with your stove has been identified by my technical rep, and you and your husband have received a service part to remedy that problem. Communication as of today, Feb 21st, 2024, was that the service part has not yet been installed. Once installed, your husband will be reaching back out to us if any further assistance is needed. Please let me know if all of this is correct, so we can continue moving forward. Have a great day!  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent 3 different emails to Mr. Heater from their website with an issue on a ***** garage heater. I also called several times and could not get a live person to answer. I did leave a message which was supposed to keep my place in line for a call back. The last straw was waiting on hold for 70 minutes. After all this I still was not able to speak to anyone and the problem has not been addressed. My issue is the draft inducer motor is making loud noises. The heater was purchased in 02/2023 so possible warranty. I am sure I’ll have to order from a different company and pay for the parts myself. Totally unacceptable when a customer is unable to contact customer service

  

  Business response

  01/22/2024

  Hello, *******

   

  My name is **** and I am the Technical Service Manager for EGI. I am very sorry for the trouble that you have had in getting in touch with our Technical service department. On the morning of Monday, Jan 22nd, I left you a voicemail with my contact information for you to be able to reach out to me directly so that we can work together in order to bring your issue to a resolution. I look forward to your call. Thank you! 

  Customer response

  01/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  
  
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 30, 2023 I accepted delivery of a *** ****** portable radiant heater Model ********** radiant heater from ******. Order #******************* Unfortunately I did not attempt to start until early January after ******'s return window had closed. When I did, the pilot light lit but the burner did not ignite. After several phone calls I did speak to two individuals and did two chats. I was told by one that the gas valve was bad and she sent a new valve despite the statement in the owners manual that states no user should attempt to repair or change parts and that all parts should be installed by a qualified service dealer or by the factory. The only other help that was offered was to go to the link provided on their website that led to a list of repair center. I called about a dozen of these, and not one of them had any dealings with Mr. Heater. Finally, I made two calls to Mr. Heater's 800 number 1/16/24 and was told to leave a call back number which I did. No one returned the call. I made another call on 1/18/24 and again was told to leave a call back number, I did, with the same results - no call back

  

  Business response

  01/18/2024

  *****, 

   

  Thank you for your time over the phone today. As discussed, I have emailed you the paperwork for you to return the heater to us so that we can replace the original heater with a new one. I hope our resolution to your problem is satisfactory. Have a great day! 

  Customer response

  01/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  
  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i have purchased a Mr. Heater multifuel forced air heater one month ago. the heater will not work properly and spews fuel out of the front of it. It should technically be under warranty and should be repaired by a properly trained technician. however there are no service centers within my location. the company's suggestion is that i fix it myself ( unsafe as i am not a trained technician and this is a heater that burns fuel oil, diesel or kerosene) or pay out of pocket to have it repaired ( even though it is under waranty). I cant ship the product because it has had fuel in it as well. i have suggested to the company to contract with a local shop in order to resolve this but they have denied.

  

  Business response

  01/12/2024

  Hello ******, 

  My name is ****, and I am the Technical service manager for Mr. Heater. I am sorry to hear about the problem with your heater. Based on the situation you have described, this is most commonly fixed by making some small adjustments on the heater. These adjustments are simple and do not require any technical expertise. if you could, please call me at ************ so we can discuss these steps over the phone and we can get the heater back to normal operation. I look forward to your call. Have a great day! 

  Customer response

  01/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have tried to call Alex during what he says in his voicemail are normal business hours and have not been able to speak to anyone. 
  
  Regards,
  
  ****** ***
  
  
  
  
   

  

  Business response

  01/16/2024

  Hello ******, 

  I have returned the phone call, and a resolution has been agreed upon. 

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will accept the business proposal if they follow through however after sending the product back I haven’t heard anything from them
  
  Regards,
  
  ****** ***
  
  
  
  
   

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will accept the business proposal if they follow through however after sending the product back I haven’t heard anything from them
  
  Regards,
  
  ****** ***  
  
  
  
   

  

  Business response

  01/23/2024

  ******, 

  As agreed upon, we received notification that your original unit was dropped off to be delivered to us, and we have processed the replacement unit to be sent to you on Monday, Jan 22nd. we expect the unit to ship out within a couple of days. Thank you! 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my extreme dissatisfaction with the support and professionalism I have encountered in my dealings with Mr. Heater. I initiated a support ticket in November 2022 via email and only received a response two months later, citing issues with their email server. The suggested solution was to open a new support ticket, a process that has proven to be slow and inefficient. In February 2023, I purchased a ***** ******, and after using it only once during a power outage, it ceased to function properly. The heater turns off and the flame extinguishes after just three minutes. Despite bringing this issue to their attention and attaching a copy of the receipt, I feel like my concerns are being intentionally delayed, possibly to outlast the manufacturer's warranty. This customer service experience with Mr. Heater has been the worst I have encountered with any company. While I understand that Alex, the service manager, has responded to similar claims, I am beyond the point of wanting apologies. What I need is a prompt and effective resolution to ensure I have a reliable product during winter power outages.

  

  Business response

  01/12/2024

  Hello *****, 

   

  I am very sorry to hear about the poor experience you have had with our company. We did in fact have an email problem recently that affected some people, unfortunately it seems that you were one of the ones affected. It is our mission to deliver world class customer service to everyone, and it seems that we fell short on that promise to you. I would like to connect with you over the phone, so I can collect your information and make the situation right. please call me at my direct line at 216-916-1044 at your earliest convenience. I look forward to hearing from you. 

   

  Thank you! 

  Customer response

  01/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I wanted to  reply and inform bbb since i only have 7 days to respond  that i contacted **** on saterday and left a voicemail, they haven't reached out to me vua phone but i am going to try contacting **** today January 17th 
  
  Regards,
  
  ***** ******
  
  
  
  
   

  

  Business response

  01/17/2024

  Hello, 

  We were able to connect this morning over the phone, and an agreed upon resolution was achieved. 

  Customer response

  01/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

   

  Regards,
  
  ***** ******
  
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩