Customer ReviewsforMr. Heater, Inc.

On my second forced air heater same brand Mr heater. Was 75000 btu now 125000 btu. Both crap 2 years replace all hoses air rotor.... Will never buy again! They should be ashamed!!!

Hello ******, I am very sorry that you are not happy with your product. When it comes to forced air kerosene heaters, there are times that the hoses and the rotor will need to be replaced, as those are components that fall into the maintenance aspect of these heaters. Depending on the environmental conditions, the hoses will need to be replaced over time, or rare cases it can be within a few seasons. The life of them can depend on many factors. If you feel that your parts have failed pre-maturely, we would be glad to assess the situation over the phone and support the heater if necessary. please reach out to us at **************, and follow the prompts for technical support. Have a great day!

I purchased a Mr. Heater Cabinet Heater. What a WONDERFUL heater! It starts almost instantly, is quiet, and heats up a large area in minutes. I can't say enough positive things about this great heater. I have been spreading the word about it amongst my friends, relatives, associates, and on my social media! -Leon S.

Hello, **** We are so glad that you are enjoying your product! Thank you so much for the glowing review and wonderful comments. It is our mission, to create and distribute products that everyone enjoys as much as you do! Thank you again, and we hope you have a wonderful day!

I purchased a new Mr Heater Big Maxx heater in January 2024 from Northern Tool. It arrived with dents in the front panel. I contact Mr Heater to request a replacement front panel, a simple 6 screw replacement. They informed me that my "new" heater would function correctly with the dented front panel and refused to supply me with a replacement panel or replacement heater. I find this unacceptable. If I purchased a new car and the fender was dented, I wouldn't accept it regardless of it having no effect on the function of the car. I find this to be totally unacceptable customer service.

Hello ****** My name is Alex, and I am the Technical Service Manager for Mr. Heater. I am terribly sorry about the experience that you had with our call center. We pride ourselves on delivering the best customer experience possible, and it sounds like we have fallen short on our promise with you. I can only hope that there was some mis-understanding on our behalf, because we certainly want to be able to supply every user with a replacement part if a brand new heater comes in damaged. I will be reaching out to you via email in hopes to connect with you about verifying the exact part you need, and getting it sent out to you as quickly as possible. I hope you have a wonderful rest of your day.

Would give less than one star if possible. Purchased a cleaveland iron works pellet stove from tractor supply in January of 2022. In February the stove started malfunction enrco sent parts two different times that did not correct the issue. At that point t Entercom representative stated there was no fix for the problem. Concated again in September of 2022 they stated the stove must be installed in properly. Stove is now shutting off and filling house with smoke and the ignitor has gone bad. Enerco offered to send a new ignitor with still no fix for the original issue. Paid $1200 for a pellet stove that has not worked properly since the day it was purchased. Tractor supply mo longer carries that brand. Enerco informed me there was nothing they could do beyond sending additional parts. I am a Lieutenant in the fire department and this Stove is a fire hazard.

Hello *******  My name is Alex, and I am the Technical Service Manager. I am very sorry for the experience that you have had with our pellet stove. Customer service is our priority, so we want to help bring your problem with the product to a resolution. Based on your comments, there are some additional questions that we have in order to better understand what is happening with your product. At your earliest convenience, can you please call me at ************ so I can ask some additional questions about your situation and try to come to a final resolution. Have a great day!

Bought a Master Forge H30XL 9/17/22 from my local *****. Unit ran well until 2/12/23 when I was awoken at 6am to smoke alarms going off in my home, and smoke billowing out of the pellet hopper! Once I was able to extinguish all smoldering pellets in the stove, the interior of the stove was covered in creosote, due to the low temp burn. I tired to clean it out but could not remove it all. I contacted Master Forge. aka Enerco Group, aka Mr. Heater and spoke to James. After sending photos of the stove and answering questions, I was told that they were only willing to replace the parts, that was all. I told them I wanted a replacement or my money back as the stove still has creosote in it that is flammable and could reignite. I was told that this was not available to me. I then asked if I could get something in writing from them that would state that the stove was safe to use and would not catch fire again, and was told he could not do it. All I want is either a replacement stove, or a refund. The stove is not safe. If there was a way to attach pictures to this review I would so others could see what could happen to them. In speaking to ***** ********** **** ****** they have had similar issues with units at other locations. Where I am still under the manufacture warranty I'm stuck dealing with Mr. Heater, which is going absolutely nowhere. I have a ****** ****** ***** that I have had for over 13 years, and have not had one issue with it the entire time. I so regret this purchase.

Good Afternoon ************ I am writing in response to the review that I received from the Better Business Bureau regarding your experience with the Master Forge Pellet Stove. You reported creosote build-up which lead to smoldering of pellets in the hopper causing smoke to come out. Unfortunately, the creosote build-up was due to lack of maintenance which is detailed in the user manual to be performed regularly. According to the conversation with our Tech and our investigation, it was evident that the required maintenance was not upheld. As a company that stands behind our products and cares about our customers, we’ve offered to replace any damaged components that would prevent the stove from operating under a one time warranty replacement with free shipping. If you have any further questions or would like to move forward with the warranty replacement please contact Alex at ***** ********* 

***** your statement is totally false. First off, this is not my first pellet stove. I have a ****** that has been running for the past 13 years, so I am quite experienced with pellet stoves and their maintenance. The creosote that I mentioned in my review was due to this fire in hopper, not lack of maintenance! The slow low temp smolder, that produced the creosote liquid in the hopper, and its acidity caused all the paint on the underside of the top cover, hopper door, and control panel bracket to peel off. This was what I was saying I could not clean completely out. In speaking with your techs (James & Johnathan) they informed me that the cause of the fire was a malfunction in the motherboard which was causing the exhaust fan to stop when running, this then caused the flame in the active burn pot to travel up the auger pipe. BTW, this has occurred before, it produces a E21 error code, the same error that was on my screen the day of the hopper fire. Coincidence?? I don't think so. So nice try trying to blame this on the customer, I am a field service technician myself, I would NEVER say this to one of my customers.

I purchased the unit from Costco and when I opened the box it was missing a connection hose. I first called Mr. Heater and after waiting on hold for a very long time I was given the option of having them call me back. I left my number and they never called back. I then sent an email and their site said they would reply within 24 hours. After 10 days they had not responded so I returned the unit to Costco. Costco was great about the return.

Hello ******, My name is Alex, and I am the Technical Service Manager for Mr. Heater. I am very sorry about the lack of service you received in regards to your Buddy Heater. Our company strives to provide world class customer service, and we obviously did not manage to hit the mark with your concern. If you require any further assistance, please feel free to reach out to me at 216-916-1044. Thank you and have a great day!

How can a business sell such a bad product to the public? We purchased a new mr.heater stove and didn't have it a month. When it kicked on the flames came out of the sides of the bricks. If we hadn't been home or asleep when this happened our whole house would have been burned down including our pets. We had an inspection done buy the gas company and they said that the heater briks we're not attached and the gas was burning behind the bricks. They also said that the stove was three years old and was probley laying in a wearhouse somewhere. You should be ashamed of selling a product to the public that puts lives in danger

Hello Shirley, My name is Alex, and I am the Technical Service Manager for Mr. Heater. I am very sorry that you are having such a problem with our product. What you are describing is a very serious issue, and I would like to connect with you about your heater so we can come to a resolution that satisfies you. Please reach out to me at ************. I hope you have a great day.

POS - BLOWS OUT ALL THIE TIME IF SET BELOW 3 NOTICHES!! Scares the ----- out of you every time - blows day and or night if not set at 3 notches or better!! Flames out when it does this and sounds like a bomb going off!!! Wish we never bought this unit, only we could not find Comfort Glow witch is our choice to use. We have found Comfort Glow and even though not quit a year we have ordered it!!! Very disappointed and DO NOT RECOMMEND MR. HEATER DUAL AT ALL!!!

Hello *****  My name is Alex, and I am the Technical Service Manager for Mr. Heater. I am very sorry for the poor experience that you have had with our product. We take customer service very seriously, and wish to contact you about your heater so that we can find a resolution. Please contact us at ************ *o we can find out more information about your heater and find a proper way to proceed. Have a great day!

I called the number given. Person called me back & stated that I have to speak to Alex, but he could not transfer me to him. Person stated Alex needed to call me. So if Alex could please contact me I would greatly appreciate it! **** ****

My husband and I purchased this pellet stove as our only source of heat. We've had nothing but issues since we've purchased it. The website said it'll heat 2,200 square feet, and recently they changed it to 1,200 square feet on there website. We've been trying to contact Mr. Heater, and it takes forever to get ahold of anyone, and when you do finally speak to someone they don't have any answers on fixing it. I also seen a review stating that the square footage was a typo. Okay I understand people make mistakes but when you make such a costly mistake it's a big deal. This is false advertising, 2,200 square feet to 1,200 square feet is a huge difference. Not only that this stove has given us problems since we've installed it. I wouldn't recommend this stove at all. As I'm writing this our house is 65 degrees and it's our only source of heat like I mentioned before. Today our stove shut down, and had an error code that said we need to replace the motherboard, but four months ago we replaced it with one they sent us. They have sent us somewhat new blowers as well in boxes that had an inch dust on them that looked like they've been sitting in the warehouse for months, and one of them was broken. We're to the point where we would like a refund so we can purchase something reliable to heat our home. It's getting colder and colder out, so we need to resolve this quickly. FYI we are not the only ones with this issue, several others have the same issues.

Hello Rayna, I am terribly sorry for the experience that you have had with your pellet stove. We do not want anyone to have any negative experiences with any of our products. I believe that someone from our company reached out to your husband yesterday to help resolve any problems that you are currently experiencing. If you still require further assistance, please feel free to call 216-916-1044 and I would be glad to help you.

This company customer service is some of the worst I have ever dealt with. I tried to explain i have a problem so the sent me info to test. I did and found the problem .called back they wanted me to do it again. I offer to pay for overnight shipping they would not do it. I was going out of town...they did not care I had thousands of dollars of items that could not freeze. I live at 8000 ft in the Rocky Mountains. These people are anything but professional and could careless about a customer. I had to move all of this into my home to keep if from freezing. I spoke to a tech on Friday morning who told me to redo the test. I told her I had done it and she hung up on me. I tried all day to get a call through and the never answered the phone.I I WILL NEVER BUY A PRODUCT FROM THIS COMPANY-AGAIN! IN FACT I AM GOING TO BUY A NEW HEATER FROM A DIFFERENT COMPANY AND SELL THIS ONE.......STILL IN WARRANTY....

Hello Scott, My name is Alex, and I am the Technical Service Manager at Mr. Heater. I am very sorry to hear about your experience with my Technical Service Team. This is not how we intend to take care of our end users. Please call me at ************ at your earliest convenience, so I can discuss this situation with you over the phone and find a way to come to a resolution. I look forward to hearing from you.

Alex, Try training your people to know what customer service is! When you explain to them that living in the Rocky Mountains at 8000 ft and you have a major problem with freezing and are going out of town and need the parts overnighted and are willing to pay for it GET IT FREAKING DONE FOR THAT CLIENT!!! You want to resolve this I am not sure you can. This is the second time the heat sensor has gone out and I think that this MR. HEATER IS AN INFERIOR PRODUCT. I was still in warranty and had to deal with this whole mess over a $4.00 part. What can you do? Nothing the best I can tell, unless, Maybe a brand new heater that is made well? You want to call me and tell me you resending me a new heater then maybe we can talk.