Business ProfileforInnovative Hearth Products

I had a Superior fireplace installed in my new home build in 2018. It has never worked properly. It flames out with no pattern. It does it on calm days or windy. Some days (few) it works perfectly. I had service people from the installer work on it 8 times before they gave up and called the factory. They sent a factory tech expert 3 times over 3 seasons to fix it. He never could. I contacted IHP recently because of the ongoing problem but they refuse to help claiming it is out of warranty when they know this has been a lemon from the beginning. Stay away from IHP products as IHP doesn't stand behind their work.

Good afternoon. According to our records, this unit was installed in January 2017. Per the warranty certificate for the *******, the replaceable parts, including gas components were covered for one year from the date of installation or first occupancy for new construction.

The component parts in your fireplace are out of warranty. IHP does not employ service technicians or retail service parts.  We sent our field service manager to inspect the fireplace in 2021. When the field technician left *** ********* home, the unit was operating per manufactures specifications.  We have not heard from *** ******** since June of 2021. 

You will have to contact a service provider for any inspection, repair or routine service that may be necessary.   Please note per the Owners and Operations manual, the unit is to be inspected by a qualified technician every year.  

Serial #: ********** Model #: **********
Installed : 01/01/2017

-This is one of the full complaint messages I sent to IHP. The complaint dates back to January 2018 shortly after the unit was first put into service. It was installed in late 2017 not January. I had the local installer out to fix the flameout problem at least 7 times before they gave up and called the manufacturer. IHP has sent out factory technicians 3 times to try to fix it but they have been unsuccessful. They have records of this problem going back to 2018. The unit is defective, it is a lemon, they know it and should replace it. The gas leak is a new issue. From: To: Priscilla S*** <[email protected]> Sent: Saturday, January 20, 2024 at 10:19:26 AM EST Subject: Re: ******* - ******** Hello Priscilla, This is an ongoing complaint about my *******. I have complained about it's constant flame outs since installation in 2018. It has never worked properly. It has been serviced by your mobile tech experts- Rob M******- was the last one here, at least 4 different times and none have been able to fix it. It flames out indiscriminately, windy or dead calm, very cold or not so cold, blower on or off. I am tired of having a lemon unit and nothing being done about it. I need somebody at your organization to make the decision to replace the burner/ blower/log set whatever it takes. Please give me the contact information of the person who can make such a decision. Thank you . On Thursday, April 1, 2021 at 12:07:58 PM EDT, ***** wrote: Hello Priscilla, Just checking in as I have not heard from anybody yet. Thanks On 2/22/2021 3:36 PM, Priscilla S*** wrote: > > Good deal, I have provided Mr. M****** with your contact information and address for scheduling purposes. > > > > He will be in contact with you soon. > > > > Thanks, > > > > Priscilla > > > > > > > > Priscilla S*** > > Director, Customer Relations > > Innovative Hearth Products > > 1769 East Lawrence St. > > Russellville, AL 35654 > > (Office) 615-925-3423 > > ************************* > > www.ihp.us.com </[email protected]>