E-Heat, Inc.

Review: On 10/[redacted]/13 I placed an online order with eHeat.com, order #[redacted]. I purchased two Envi High-Efficiency Whole Room Plug-In Electric Panel Heater (SKU [redacted]). The retail total for two heaters was $279.90 ($139.95 each ) but they were on special for $125.95 each, so I paid a total of $251.91 and received free shipping (coupon code [redacted]). Once I received the two heaters, I realized that they were bigger than anticipated and wouldn't work in one of the intended spaces so I emailed customer service and requested a Return Authorization. I mailed one of the units - unopened - back to the company on 11/*/13. My cost for return postage was $39. I did not receive a refund until 11/**/13 and it was only in the amount of $105.95, even though I had paid $125.95 for the unit. I emailed customer service inquiring why I my refund was $20 short of the expected 100% refund. Their reply was that they "deducted the original shipping fee which for the first unit was $20." Huh? I paid $125.95 and I expect a 100% refund. If a company offers free shipping but then attempts to recoup it when an item is returned, it's not really "free" shipping and I question whether this practice is even legal. Meanwhile, I installed the remaining heater in my bedroom, which meant drilling holes in my wall and hanging it. The first time I turned the heater on high, I shut the door to allow the room to warm up. When I returned to the room after three hours, the unit itself and the wall just above it were incredibly hot to the touch, but the room was only negligibly warmer. I turned the heater off. The next day, I again turned the heater on high, closed the door and left the room. I returned about 45 minutes later and the unit and wall were so hot that I couldn't leave my hand on either the heater or the wall just above it for even a second. I turned the heater down to its midpoint setting (it was a dial) and left the room. I returned after an hour or so and was still unable to leave my hand on the heater or the wall immediately above it. The room had not warmed up. I emailed eheat customer service on 11[redacted]13 and explained the scenario. Their response: "Thank you for contacting us about your concerns in this matter. We take all Envi matters seriously. To ease your mind about the wall getting hot, all surfaces above the wall where the Envi is mounted will get hot because that is where the air is coming out and the only place is does come out of. In every Envi heater we have intergrated a thermal cut off switch so if for some reason the Envi does start to overheat, within minutes it will shut off completely. Also, if a child accidentally places a t shirt or sock over the top grate, that too will also shut the heater off completely to prevent overheating. We have tested the heater on every type of wall and have had it UL and ETL approved and listed. Since 2009, we have been selling the heater so customers all over the world and have never had any problem with the wall getting too hot. However, if this is still a problem we can gladly get the heater back and offer a refund. We are here to help so if you have any questions or would like a RMA # please let us know." Fearing that the heater was not only defective but a fire hazard, on 11/[redacted]13 I emailed eheat customer service and requested a Return Authorization and asked to be reimbursed for return shipping. They replied that return shipping is the customer's responsibility. It cost me another $39 to mail back the defective unit. I did not receive a refund until a month later on 12/[redacted]13, in the amount of $107.95 which was $20 short of the expected 100% refund. To summarize, I paid $251.91 for the original purchase of two heaters, plus $78 in return shipping, for a total of $329.91. Total refunds from eheat only came to $213.90. So, I have zero heaters, yet I'm still out $116.01. Their return policy is unfair, disreputable and dishonest.Desired Settlement: I would like the $40 that my refund was shorted and I would like to be reimbursed the $39 postage it cost me to return the defective unit, for a total of $79.

Consumer

Response:

eHeat's failure to respond and their indifference to ensure customer satisfaction is disappointing and reflects poorly on their company values.

Business

Response:

We have looked over this matter to further understand

what went wrong. We first want to apologize for the lack of communication our

company has made on behalf of this issue. In result, we are refunding you the

remaining $79 for your 100% back guarantee. We appreciate you contacting us

about this matter so we may better our company and its policies. Again we

sincerely apologize for the frustration this has caused and appreciate your

sincerity in seeking an appropriate resolution. We understand that the Envi

does not fit everyone’s needs but we thank you for taking the time to try out

our product and become a loyal customer of ours!

Business

Response:

Check # [redacted] has been cut for a total of $79.00 and is being mailed out today for [redacted]

Review: Last spring I expanded my small business and opened up a music studio on my property. I researched heating possibilities for the studio and settled on the Envi Heater. I liked the fact that it didnt blow air and it used very low amps.Everything seemed to be fine with the heater until fall 2012. Once the weather started getting colder and I turned the heater on more frequently I started noticing the wall turning black. At first I thought perhaps a piece of paper was dropped into the heater and as it burned up it caused the black residue. However, I scrubbed the wall, repainted it, and the black returned. Eventually the black spread all throughout the studio, especially on the wall and ceiling above the heater. I removed the heater and contacted the company. My last email was sent a week ago with no reply. The last response I had from the company was on February 11th.Being a brand new location for my business, it is important for my students (often children) to feel comfortable in my studio. It is equally important for parents to feel comfortable having their children in my studio. The black was often remarked on by students and parents and frankly, was embarrassing.The heater has a 3 year warranty and I am simply asking for a refund. However, the company has not sent me any directions on how to return the heater to ensure a refund.I would like this situation resolved with a full refund, and also I would like to let other consumers know about my experience. Hopefully, this will encourage the company to revise their customer service policies.Desired Settlement: I would simply like a refund for the defective heater.

Business

Response:

An email was sent to [redacted] with the following text on 03/18/2013:

Review: wall mounted ENVI heater - 2 units 1 used installed per instructions - with in a few weeks of limited use the heater had caused burn/scorch marks on the sheetrock wall behind and obove the unit. The unit is advertised as a safe wall mounted unit NOT IF IT CAUSES THE WALL TO CATCH FIRE !!!Sent e-mail referance unit and pictures case #[redacted] is the only respones have gotten from e-heat.Desired Settlement: Refund of units w/shipping (2) and repair of damaged wall.

Consumer

Response:

Was contacted by the co. They said that my wall was just dirty because of dust in the air. They had seen this before and to get a magic eraser to clean it. I contacted them back to advise that that did not work and that the wall was burned . I requested that the heater be return at no cost to me and that they pay me $500 to paint the damaged wall. She advised me that she would have to talk to the boss.

Business

Response:

We have been in contact with [redacted] and his explanations have been very inconsistent.

Per our phone conversation on [redacted], I explained to [redacted] that based on the image he has provided, this has only ever happened in areas where a customer smokes, burns candles, or has a bit of dust in their home. [redacted] did mention that his state (Wyoming) is very dusty and that he would try to clean the wall off and call back with results. Upon viewing the photo, we also noticed the outlet appears discolored as well as the wall. This further implies dust is the issue.

We spoke again on [redacted] and [redacted] told me that the mark would not come off the wall.

In his initial complaint, [redacted] says his wall is sheetrock but upon speaking with him, he says he lives in a manufactured home and that the wall is a vinyl material. Because he is unclear, we are unable to resolve this issue. The temperature of the air exiting the Envi Heater will not exceed 150 degrees Fahrenheit due to the thermal cut off safety sensor. The ignition point of paper is 450 degrees Fahrenheit. The Envi Heater does not get warm enough to burn paper let alone sheetrock as sheetrock does not have an ignition point because it is a concrete material. Therefore, the only explanation is the dust in the air that has circulated through the heater. We have provided a return shipping label for [redacted] to return his order. And we will be refunding him the full amount he paid including shipping.

Asking for $500.00 to repair such a small are of wall is unreasonable. [redacted] says he lives in a manufactured home and if this is the case, the paint color should be easy to locate and therefore simple to paint the wall where the discoloration is located and should not cost $500.00. Based on the surface are of the wall, the amount of paint necessary should not cost more than $25.00.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

That is probably the best that I can get. My money for the heaters back but no compensation for my damaged wall. What the covering is on the wall I DO NOT KNOW vinyl/paper ???? It is what came with the house when purchased new in 1999. I attemped to clean my wall as requested and even tried GooGone. The spot would not clean off because my wall is scorched/burned period. To repair I would have to have the panel replaced or the 12' long wall painted. $25 will not buy much in material or labor. Yes I live on the plains of Wy ** off of a gravel rd. The differant colored electrial receptacle is exactly that a bone color next to a white receptacle. There was only one receptacle until I added the other one from my solar power. When you see a burned spot above and behind a new heater that was installed according to the manufacturers instructions it SCARES the hell out of you. Then the company says its your fault because your house is dusty. We didn't have plans or money to remodel but looks like our mind has been changed.

Business

Response:

In speaking with [redacted], we have sent him a return shipping label. The heaters have since been received and he was refunded for a total of $220.91 as of today.

Once again, we have only seen something of this nature in areas where there is a lot of dust. [redacted] mentioned that he used a magic eraser to wipe the wall and some of the stain came off.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

My name is [redacted]. There should be compensation for the damage and mounting holes to my wall. The fact that cannot be denied is that the e-heat heater damaged my wall.

Business

Response:

When initially purchasing our product, it is understood that the Envi is a wall-mounted heater. The heater will have to be hung on the wall in some way. Therefore, holes will have to be made. This is understood upon purchase. When speaking with [redacted] on the phone, he mentioned that the magic eraser removed some of the markings validating that the matter is dust.

We have refunded [redacted] the complete amount of $237.91 and paid for the shipping to send the heater back.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

DUH ! If the heater was still there you would not see the holes. If the instructions would have said somthing about dust causing discoloration to the wall and how to avoid that then there would be no complaint.

YOUR HEATER CAUSED DAMAGE TO MY WALL THAT WAS NO FAULT OF MINE.

Business

Response:

As the consumer, it was [redacted]'s decision to install the heater on the wall. [redacted] decided to install the mounting hardware and use the wall-mounted air heater. It is clearly explained on our website that the Envi is a convectional heater and will circulate the air inside of a room. We did not know [redacted]s environment ahead of time. After our initial contact, [redacted] did mention that his state is a dusty state. Whatever air in a room, the Envi Heater will circulate. It is how the Envi Heater is designed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

HUM!! I wonder what other states have dust in them !! I Wonder ?????? Didn't real world test your heater did ya - O well [redacted] up a few customers homes what the hell. Make the money and run. These type of companys won't last.[redacted]

Business

Response:

We are sorry Mr. [redacted] feels this way. We have not made any money from his purchase. We paid for shipping the heater back and also refunded his full amount to his credit card the day we received the heaters back on 11/27/2012. We have been fair in our dealings with our customers. At this point in time, we feel Mr. [redacted] is being unreasonable in his statements.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Unreasonable ! YOUR product damaged my home !#@*

Business

Response:

At this time, we have paid shipping for Mr. [redacted] and have refunded his full amount of $220.91 as shown below.

Review: Ordered product from company. Product ordered did not meet the company advertising claims. Returned product to company within the return time period. Have been attempting to receive refund. Company has given several reasons for lack of prompt refund.Desired Settlement: Receive refund for cost of product ordered.

Business

Response:

Refunds can take up to 15 business days to process. Refund has been issued for Fernando as stated below:

Review: I ordered a heater from Eheat. When it arrived, it was unpacked by my contractor and he pointed out that there was a sticky glue-type substance by the on/off switch. We installed it per the enclosed instructions. It fit perfectly on the wall clips an should have turned on. The instructions told us to attach to the clips and push down which would connect the electricity, then we could turn it on. It would never turn on. We worked with it over a 2 day period. The thermostat also arrived and was unpacked and never plugged in and the "seal" was never pulled out of the unit. I was told by phone that in that case, it was returnable.I clearly stated that it was freezing and this process had taken so long that I had ordered another heater for [redacted] and I would be returning Eheat's for a refund. Now I am told "we" damaged the unit with the sticky substance and it would not be returnable. They said at the very end, they would pay for shipping and the unit was coming back to me. I absolutely refused to allow that. I do not want this heater. Their return policy said if the unit was dead on arrival, it was returnable. My contractor, [redacted] is a witness of all of this. They are claiming the flimsy box around the heater inside the sturdy shipping box had some damage. It was packed with bubble wrap, so I doubt that. I want a full refund and shipping back to them should be a part of that after all of this horrible customer service. They have been very difficult once they knew I was returning it.Desired Settlement: I want a full credit for the purchase. I would also like my shipping costs included, but that is negotiable. Full refund is not.[redacted]

Business

Response:

We have refunded [redacted] a complete refund of $189.90.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

....they refunded after a 30 minute lecture from the [redacted]. I felt like a criminal instead of a customer who was shipped a non-working machine with a sticky substance on it.

But it's over. So believe any other complaints you get. They need to practice "the customer comes first". The customer service representatives were as friendly as they could be. The

problem lies at the top of the company, I'm sure.