ComplaintsforMr. Heater, Inc.

• Initial Complaint

  03/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've owned this Mr Heater ***** Heater for a little over a year. Recently when I tried to use the heater instead of the pilot lighting, the heater started throwing fire out of the pilot hole. I contacted Mr Heater on 2/5/22 and told them my problem. I was contacted by *********** ******, A Technical Service Supervisor, who offered me 2 options, 1) to have a new one sent, which at the time they had none in stock. 2) he can send me the part that would solve the problem. I received the part, installed it and the same thing started happening, it was still spitting out fire. I tried to contact ** ****** by phone, he did not return my call. I made a video and sent it to him by email, he never replied. I received a call about a week later from another Technical Service Supevisor; his name was **** ******* on 3/4/22. He had no idea of the problem, when I explained it to him, I was told they now have the heaters in stock, and he could send one out to me when I returned the one I have. I agreed to that and was told that ***** would pick up my heater on 3/8/22. On 3/7/22 I called the contact person (Jessica) I was given to attention the return to, to confirm the pick up by FedEx. On 3/8/22, ***** never showed up. The package was left out all day at the front door for pick, and was there this morning 3/9/22. I'm through trying to work with this company on a resolution. At this point I'm convinced this product is dangerous, because this is not the 1st one of these I've owned that caught on fire. My other concern was, I don't believe I would receive a new item, it may be a refurbished unit. from the service I've received, I don't trust them. At this point I would prefer a refund, so I can look elsewhere for a better product. I would be more that willing to return this product to them when I receive a refund. I paid $79.99+tax, total paid was $85.59, at the Walmart in North Smithfield, RI 02896.

  

  Business response

  03/14/2022

  ******, 
  
  My name is Alex, and I am the Technical Service Manager for Mr. Heater. I do apologize that ***** was not able to pick up your package on the 8th of March, but it was explained to you over the phone that ***** has been experiencing many delays since the beginning of the year. While most of the time they are not tardy for their scheduled pick-ups, sometimes they are, and I am very sorry that you were affected by their unfortunate situation. However, we were successful in arranging ***** to show up on a different day to pick up your heater. When they arrived at your location for the second pickup attempt, you refused to give them the package, and they were forced to leave your residence without your heater. On another note, I understand you are expressing concern about the returned product being a reconditioned unit. To clear up any confusion you may have about this process, we certainly would replace your heater with a brand new model. This was explained to you over the phone when you and I last discussed your situation. If you would like to contact me again, you can reach me directly at ************. I would be glad to clear up any additional questions and concerns you have, and then discuss options as to what we can do to ultimately bring this matter to a resolution. I look forward to talking to you soon. 

  

  Business response

  04/07/2022

  Hello ******, 

   

  I have tried to contact you through your phone number, but have not had any luck in reaching you. I have left multiple voicemails, but we have not been able to connect. Please call me at you earliest convenience so we can bring this matter to a resolution. My direct line is ************. I look forward to your call.

  -**** *******

  Technical Service Manager. 

  Customer response

  04/26/2022

  Please close this complaint.  The company and I have resolved the problem.  Thanks for all your help.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Mr. Heater ventless heater. It worked well for a couple of weeks. After the first couple weeks the pilot light would shut off when the stove ignited, so you couldn’t keep it running, it would shut down. I contacted Mr. Heater technician department. The man was great, he sent me a replacement part. It did not work. I called back, the technician that answered was unable to resolve the issue. He took my name and number for a call back from another technician. The call never came. I contacted them again after being on hold over an hour. Again they took my number and failed to contact me.

  

  Business response

  02/23/2022

  Hello *******, 

   

  My Name is ****, and I am the Technical Service Manager for Mr. Heater. I am very sorry to hear about the bad experience that you had with our product. I used the number you have provided to contact you, and I left you a voicemail with my contact information so that you can reach back out to me at your earliest convenience. I look forward to speaking with you so we can come to a resolution about your heater. Have a great day! 

   

   

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called about a leaky propane regulator and was told it had been recalled; I needed to return the leaky one before I could get a new one. I said I couldn't be without propane in the winter and asked if there was another method. The customer service rep gave me a product number and said simply "Google this product and contact us back when you have a receipt." I bought the one he specified and when I emailed the receipt, I was told that I couldn't get reimbursement unless it was purchased from Mr. Heater, which was never mentioned. The new one has already been installed and can't be returned. I called back and got a second rep who was equally ineffective and snarky; he said he'd contact me back and did not. I followed the first rep's instructions and believe that his incorrect advice is the company's responsibility.

  

  Business response

  02/10/2022

  Hello *****, 

   

  My name is ****, and I am the Technical Service manager for **** I sincerely apologize for the lack of service that you feel you have received. It is not our intention as a company to make anyone feel that we are not wanting to take care of their problem. I was made aware of your situation yesterday, and worked with one of my Technical Service Reps to process your funds request of the purchased regulator. I will make sure that this request gets handled, processed, and sent out to you as soon as we have the affected regulator returned to us. Once the regulator has been returned, your reimbursement will come in the form of a check. Once again, I am very sorry for this experience, and hope that this will bring your matter to a resolution. Have a great day! 

  Customer response

  02/10/2022

  [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

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Mr. Heater *** **** 80,000 BTU's heater for my garage from Lowes about 8 years ago and this is the second time the 60015 high limit flame rollout switch has gone bad. My problem is that I can not find one switch in the entire nation!! I have checked with every Mr. Heater parts supplier and everyone states it is on back order with no idea of when it will be available. Mean while my garage stands frozen with no heat. I paid alot of money for this heater and would hate to have to buy a new one just because of switch that noone can find. Please help me find one and get it to me. Your help would be greatly appreciated.

  

  Business response

  02/10/2022

   

  Hello ****, 

  I am sorry to hear about the part failing on your heater. Based on your message, due to the length of time you have had your heater, it does put your heater out of warranty. However, we can still help you try to locate that service part. At your earliest convenience, you can call me at 216-916-1044, and I would be glad to help you locate that part and get your heater back to operation. Have a great day!    

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a heater a month ago from ******* ******** in Harrison, AR. It was professionally installed by the propane company. It is giving me problems. Model ************* I have made multiple calls to them for help, but have yet to take to a person. I would like them to send a tech to repair the heater. If it can't be repaired, then replaced, if it can't be replaced then a refund.

  

  Business response

  02/08/2022

   

  Hello ******* 

  My name is Alex, and I am the Technical Service Manager for *** ******* Thank you for taking my phone call earlier today. I am very sorry that our product did not meet your expectations upon installation. It is not our intention as a company for any of our customers to be forced to keep any of our products if they are not 100% satisfied. As mentioned in our phone call, if you would like for us to process a return of your product, please reach back out to me at your earliest convenience. My direct phone line is ************. I will be able to collect your information, provide the paperwork, and explain all the details at that time. I hope you have a wonderful day. 

   

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a ****** ***** ****** made by Mr. Heater. Serial number ** *************** . I used this heater one time in my workshop, and noticed a hole burnt under the pilot light in the plastic. I feel this heater is unsafe to use in this condition. On Nov 4th I contacted *** ****** ***** **** **** **** ****** ****** ********** **** *****. I spoke with **** ****** about my heater, she asked for a picture of the damage, so I emailed her a picture of the hole burnt. Her direct phone number was *** *** ****. From that day to present , I have made approximately 12 phone calls to three different numbers * *** *** ***** *** *** **** *** *** *** ****, I have waited a great amount of time, each time ended up leaving my call back number have yet to hear anything from this company. I am just looking to resolve this problem with a new heater or a replacement part. Thank You

  

  Business response

  01/07/2022

  Hello ******, 

   

  My name is ****, and I am the ********* ******* ******* *** **** the manufacturer of you ****** ***** ******* I am very sorry about the problem you are having with your heater, and also the difficulty that you experienced with trying to get in touch with us. I would like to speak to you about your experience, so that I can come to a fast and easy resolution to your problem. I can be reached at ************* or you can email me at ***********************. Thank you for your time.

  Customer response

  01/24/2022

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has notified the BBB that the issue has been resolved by the business. 

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a Mr Heater 30,000 btu natural gas heater. *** ******************. Hooked it up in my basement and smelled gas as it was running or flame was not on. I’ve been doing Heating and A/C work for 30 years as my career. I’m highly trained and skilled at what I do. After using an electronic gas leak detector I found the nut on the inside of heater off of the regulator was leaking inside of the heater when gas supply is on. I called into tech support and was told they would ship the part immediately however in the manual it says the part I needed was not available. Called in 3 weeks later to see where part is to fix heater or replace heater and they claim they didn’t have me in the system. Although the last time I called I gave them my phone number and address for the part to be mailed. On second call they talked to the supervisor and told me it was my responsibility to tighten the nut inside the heater because that part is not replaceable and there’s nothing they can do about it. I asked if they could replace the heater and they said there’s nothing they could do about it. Clearly they have 0 skills in customer service and do NOT stand behind their product. Could not even talk to the manager about getting a new heater or replacement and it is still under the first year warranty. Sad way of doing business. I will not purchase another heater from them or any of their products. It takes skills to go the extra mile to make your customers happy and stand behind your product. The supervisor needs to be fired. Glad I know it’s not safe to operate the heater with a leak inside cabinet because most people would not know and it could be deadly.

  

  Business response

  01/06/2022

  Hello ******, 

   

  My name is ****, and I am the Technical Service Manager for EGI, the company that manufactures your Vent-Free heater. I am very sorry about the problem that you are experiencing with your heater. Having a brand new heater with a problem like that is very rare. I would like to talk to you about your situation, and find an appropriate solution. Please feel free to contact me at ************ at your earliest convenience. Thank you. 

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a regulator on amazon that was manufactured by this company. In mid-December Amazon contacted me about a recall on this regulator where it might cause a fire. This is a serious matter as it could cause a death. I contacted Amazon and the seller on Amazon. They indicated that I must contact the manufacturer. About a week and a half ago I sent a message to the manufacturer through their online website support page. This is after trying to call but being transferred around and put on hold for an unreasonable amount of time. Calling in on this issue does not work as they are not taking the issue serious. That message has been ignored. It doesn't seem like the manufacturer wants to make right with a product that could cause a fire or worse, death. Why would Amazon and the seller inform me to contact the manufacture if I am just going to be ignored on this recall issue.

  

  Business response

  01/05/2022

  Hello *****, 

   

  My name is Alex, and I am the Technical Service Manager for EGI, the company that sold your regulator to Amazon. I understand that you have had a very difficult time in getting in touch with us regarding your product. I am very sorry about the difficulties that you are experiencing in trying to talk to someone at our company about your regulator. We definitely take your matter very seriously, and very much want to help. I attempted to contact you in the early evening on Tuesday Jan 4th, using the phone number that you provided in your form. I was not able to reach you, but I left you a voicemail and provided my contact information in the voicemail. I want to be able to talk to you so I can better qualify your situation, and come up with a fast and easy solution so you are taken care of as quickly as possible. Please feel free to contact me at your earliest convenience, or you can email me using ************************ I look forward to speaking with you.  

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2020 purchase purchased a mr buddy heater have had problems with starting it and it stay running continuously have made several attempts to contact teck and customer serv as well as leaving message as of 11-24-21 still no response am holding now as im filing complaint 25min and 10 sec rediculous

  

  Business response

  11/29/2021

  Good morning, 

   

  I have reached out to **** ****** using the provided phone number attached to the email correspondence of ************. I left a voicemail on Monday, Nov 29th @ 10:20AM EST with my contact information so that Mike will be able to reach me directly when able. I hope to resolve this issue at that time. Thank you. 

   

  -**** *******

  Technical Service Manager

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