Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased two Fuel *** refillable propane tanks from Mr. Heater's ****** store front. One new tank that was shipped to me worked fine. The second tank had a defective bleed value so during refilled process the empty with air was mixed with propane with no ability to vent the air out. Pretty dangerous. After reading about similar complaints from other Mr. Heater customers. It's a reoccurring problem with the value is not opening despite using their refill adapter that unlocks the Fuel *** bleed valve. Other customers are having the same problem which indicate a recall is necessary. Thus far the customer service/tech support has strung out the engagement for 3 weeks asking for valid proof of purchase on Amazon. ****** and have records but they apparently don't have access to their online Point of Sale. Copies of ****** emails, and screen shots of our ****** app on our tablet device confirms our purchase. They don't seem to have access to their own sales data.

  

  Business Response

  Date: 03/04/2025

  Hello *******, 
  My name is Alex, and I am the Technical Service Manager for EGI, the manufacturer of your Fuel *** refillable 1-lb bottle. I greatly apologize for the frustration you have experienced in getting your improperly working *** replaced. I understand that you have talked to my Supervisor Terry, and Terry is working with you to get a replacement *** sent out to you. If this is not the case, please reply back to me, and I will follow up to make sure that a replacement *** does get sent to you. I hope you have a great day! 

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23015116, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I have not been working with Terry.  My engagement with *** has been with ******** ****** who has spent 3 weeks trying to validate my purchase as she has indicated she has no access to *** sale records and as repeatedly ask for copies of my ****** transaction with *** (Mr. Heater) which I have provided with purchase order number, copy of ****** purchase confirmation by email, and now as screen shots of the email.  

  I will stop rejecting these their responses when they have shipped and delivered a new working tank and if they want the defective tank they can provide me a pre-paid shipping label for me to send back to their facilities.  They have my shipping address in this complaint, the order delivery system from the ****** purchase order.

  Respectfully,

  **** ****

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ****
  
  
  
  
   

  

  Business Response

  Date: 03/04/2025

  *******, 

   

  Thank you for your reply. I will make sure Terry does reach out to you so we can verify your information and make sure we send you out a replacement Fuel Keg. Please also check your spam folder in your email inbox to ensure Terry's messages have not landed there, instead of your inbox. Thank you! 

• Initial Complaint

  Date:01/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I purchased a Mr Heater *** ***** and it stated that it is for indoor use in a space with good airflow. Well I put it in my home which has great airflow and it keeps going out and won't start back up. Runs good for a few minutes then shuts off. I bought this to keep my family warm and since I have bought this I have had nothing but struggles and have been colder than ever. This heater is not indoor safe like the box says and if something is not done I will be getting an attorney and seeing for false advertisement

  

  Business Response

  Date: 01/25/2025

  Hello, 

  My name is ****, and I am the ********* ******* ******* for EGI. I am very sorry to hear about the experience with your product. I feel that there is some technical assistance that we can offer in order to help you get the heater running as it is intended. Please call me at ************, and I would love to be able to talk to you over the phone so I can find out more information to properly solve your problem.

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Defective pellet stove.

  Customer Answer

  Date: 01/24/2025

  I am working with Mr.heater to resolve the issue and they are sending more parts to try to fix the problem. I would like to keep the case open until I see if it gets fixed. Thanks...

  

  Business Response

  Date: 01/24/2025

  Hello, My name is Alex, and I am the Technical Service Manager for EGI, the manufacturer of your pellet stove. I am sorry for the poor experience you have had with our product. I would like to know a little bit more about what is defective about your pellet stove. Please reach out to me at ************ at your earliest convenience. Have a great day! 

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Heater can smell propane and rusting. They will not replace unless send back I would be out money and product

  

  Business Response

  Date: 01/15/2025

  Hello ***** ********, 

  My name is ****, and I am the Technical Service Manager for EGI. Please allow me to explain our warranty exchange policy. If you have a heater that is under warranty, and it needs to be replaced, we will provide the shipping label for that heater to be sent back. There is no cost to you for shipping, however, You will need to source a box for the shipment. The original box is fine if you still have it, and if you don't, any box will suffice as long as that box is safe for shipping. Once the heater gets back to us, we will send you a replacement heater. This process normally takes around 3-6 business days. I hope this clears things up. Have a great day! 

  Customer Answer

  Date: 01/23/2025

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I want replacement heater but am not sending this one back it is evidence to an unsafe product 
  
  Regards,
  
  ***** ********
  
  
  
  
   

• Initial Complaint

  Date:12/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've purchased 2 Mr heater forced air propane pistol style heaters over the last 2 winters. Each worked one season and when I went to use it again for a second season the performance decreased by half. I replaced the o ring as directed this time as directed but it still stops putting out heat after the cylinder is half empty. Is this really all I can expect for longevity from this product? I shouldn't have to send it in every year and it's not like I use it all day every day. Maybe 50 hours a year.

  

  Business Response

  Date: 12/05/2024

   

  Hello ******, 

  My name is ****, and I am the Technical Service Manager for EGI. I am very sorry to hear about the problem with your heater. I have some additional questions to ask you regarding the problem you are having. You can either email me at ****[email protected], or call me directly at ************* I look forward to hearing from you. Have a great day! 

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This issue is in regard to the Mr Heater Fuel Keg. My tank is only a month old.. It does not work properly and vent gas to fill it up, due to a defective bleeder valve that does not function . These have numerous problems as many reviews on ****** show.. Propane leakage and bleeder valves that dont work. Contacted the manufacturer and was required to submit an image of a serial number on the brass collar of the tank. Printed information on brass collar is very faint and unreadable and manufacturer is refusing to help me. The printed information on the brass collar is not printed properly on the tanks as they can' be read. These products should be recalled as they're dangerous, and leak propane, and do not work properly. All I want is a functioning tank that works..

  

  Business Response

  Date: 12/04/2024

  Hello ******, 

  My name is ****, and I am the Technical Service Manager for ***. First, I am very disappointed that you have had such a poor experience with our product and our service team. To make things difficult for our users is never our intention. I am very sorry for that. We have certainly not lived up to delivering world class customer service in your case. I would like a chance to correct that. It seems that what happened to your Fuel Keg that has caused the excess leaking, is the nylon insert that holds the rubber o-ring in place has come off the tank. That part missing will cause the tank to overspray when connecting and disconnecting the tank on an appliance and also the Fuel Keg refill adapter. It would be my pleasure to send you out a new fuel keg at no cost to you to replace the one that is not working. I have your address as 

  ****** ****** *** ******* ***** *** *** ********* ** ***** ************

  Please let me know if this information is correct, and I will have that replacement sent out as soon as I can. Thank you! 

   

  Customer Answer

  Date: 12/04/2024

  [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. I will accept a new Fuel Keg tank. 
  
  Regards,
  
  ****** ******
  
  
  

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought the pellet stove 9/28/23, the pellet stove cost us $ $1,377.99, within a matter of 2 weeks the motherboard and exhaust fan broke on the stove they sent us new parts to replace the broken ones. Within another 2 months the same Parts broke and they sent new ones so in total in 2023 the same Parts broke four times. Two weeks into using it this year 2024 the parts burnt out again and they sent us parts. On November 27th the igniter burnt out then it burnt out the motherboard it is currently 23° and we use this pellet stove to heat half of our house they are sending us out new parts. Not to mention that in 23 we also had to replace the door. Our warranty with this stove will be ending soon and I don't think any amount of parts that they could send us is going to fix the problem with the faulty stove, also after our warranties up we do not want to be having to pay for the parts that continually keep breaking. What I would like is either the money back for the stove so we can purchase another or for them to send us a complete new stove as I feel this one is faulty and is never going to stop breaking. We have very cold Winters and rely on this as a heating source for our home it is really hard when the parts break and then we have to wait for them to send us them sometimes it's a couple days but last year it took a week.

  

  Business Response

  Date: 12/04/2024

  Hello ***, 

  My name is ****, and I am the Technical Service Manager for EGI. First, I am very sorry that you have had to receive multiple replacement parts on this stove. That is not typically the case. I completely understand that these large appliances are a primary source of heat for a lot of people. When they go down, it can be a very frustrating thing. I would like to talk to you over the phone about your situation. My phone number is ************* Please call me at your convenience,  Thank you! 

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. I have purchased two Mr Buddy heaters 2. Both stopped working after less than a year, with the same issue, which was spurting flames and leaking gas. I contacted the company at the time by phone (within six months of purchase) and followed troubleshooting steps which did not fix the issue. 3. I have now contacted the company to request a replacement and sent the SN of the unit. 4. This was over one month ago. I have emailed them asking for an update several times and they have not responded in over a month. 5. I am not asking for both units to be replaced, as one is too far out of warranty, but one needs to be replaced and it is getting cold and this heat source is important.

  

  Business Response

  Date: 10/08/2024

  Hello ****, 

  My name is ****, and I am the Technical Service Manager for Mr. Heater. First, I would like to apologize for us not replying to your requests for assistance. I do not know the specifics as to why we haven't been back in contact with you, but that is certainly not how we do business, and I am very sorry for that. I would very much like to be of assistance in creating a solution to your problem with your heater. Please feel free to contact me at ************, and we can talk over the phone about the specifics of your problem with our product, and we will work together to find a proper and acceptable solution. I look forward to hearing from you. Have a great day!  

  Customer Answer

  Date: 10/13/2024

  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 called and left a message on the phone number provided five days ago and still no one has gotten back.
  
  Regards,
  
  **** ******  
  
  
  
   

  

  Business Response

  Date: 10/14/2024

  Hello ****, 

   

  Thank you for your time over the phone today. Your replacement order number is **********. Your order should arrive by the end of the week. I hope this takes care of everything. Have a great day! 

  Customer Answer

  Date: 10/16/2024

  [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:
  
  
  

  Thank you for the replacements being sent and for talking through some ways to help minimize issues in the future, it's nice to talk to someone knowledgeable and helpful about the product they are servicing.
  

  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

  Date:04/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  ******* *******