Sure Heat Manufacturing
Reviews and Complaints

Was working wonderful than had to stop using because it was emitting terrible soot. The logs would be covered and also triggering the fire alarm. Have called all numbers listed and none are in service. I’ve cleaned it several times and it doesn’t help. Stopped using the insert two years ago and since than have been trying to contact someone for help and have not been successful.

Ventless gas logs are a great way to reduce your energy needs for heating your house. This is not the company that you should buy them from, though. I bought a low-cost set of logs at Home Depot. Sure Heat's logs had pasty cement logs that crumbled easily and the knobs turned the opposite way so it was easy to shut off the pilot light. The spark igniter was flimsy. So, one of my log sets broke and sent them to Sure Heat Dec. 20th 2010. It is Feb 5th and even though Sure Heat admitted the logs were defective and promised to send me a new set I still do not have them. It is really cold this winter, too!
I think ventless gas logs are a great product. But Sure Heat products are NOT the ones to buy. I may never get my original or replacement logs back. Or maybe in summer.

The ventless logs that I purchased from Home Depot were low in price. I wanted heating efficiency and they did deliver that. But the logs were poorly made and crumbled easily and the igniter was flimsy and the knobs turned opposite that they should so it was easy to shut off the pilot and hard to reignite.
I am complaining, though, that I returned a damaged set of logs and they were supposed to be returned to me. I sent them in before Christmas 2010 and it is now early February 2011. Customer service says that the logs will be returned to me but they have not arrived. They do not reply my inquiries where they are and it is getting to be nearly two months.
I don't think people should buy Sure Heat's products - I think there are too many defects for the price and they do not stand behind their products.

I have an Altima grill that I have owned for a few years. It was first delivered without the correct parts and could not be used at all for several weeks. I contacted the customer service several times before the 'correct' parts were shipped. The first set of parts only fixed a portion of the problems and revealed some others. As I started to address the new problems it became obvious that the staff at Sureheat do not know what they are doing. I tried to ask very specific questions regarding how and why some of the parts were not working properly (like the fact that they had put a natural gas orifice in an LP grill) but they just didn't seem to have a grip on any of it. Usually they would send out some part that might or might not be correct and I would eventually get enough correct parts to get the grill working. Also, every time I was told that "they were working on my order" it took at least 2 additional contacts on my part and a few weeks before any parts actually shipped. There was usually a couple of "I don't know what happened to your order, I'm really sorry" emails involved in each transaction. I didn't realize how sorry the whole operation was until I went back through some old emails recently when I had to order parts again and realized that the same thing has happened EVERY TIME. NEVER, NEVER, NEVER BUY ANYTHING FROM THESE GUYS.

As far as the actual operation of the grill, there is also a problem with the grill flaring up constantly if you are grilling anything fatty. This grill is an overpriced piece of crap.

In November we tried to use our 1-year old gas logs and discovered that the thermal coupling would not work. After trying to locate a local supplier (NONE..including the Home Depot where we bought it!) we contacted the Customer Service Department for Sure Heat. The service person confirmed the part number we supplied and the cost of approximately $15 and said it would be sent immediately. Three and a half months and numerous lies later, we are still waiting. We contacted them every one-two weeks, getting more and more irate with each call. Last month they could not find our order in their 'system' and we had to start the process all over! But, "no problem, the part would be shipped that day." Since then we have called every week and are again being told that the 'part will go out today, ' but, 'no, we don't have a shipping number yet.' Home Depot and Lowes no longer carry their products and it is an easy assumption that this is part of the reason...as well as the fact that other comments confirm that their products are shoddy, shipped with missing parts, and generally, of poor quality. We really have no expectation of receiving the part at this point, and expect to have to incur the expense of a completely new gas log system. I can assure you that our next system or any other gas appliance will certainly NOT be manufactured by Sure Heat. I am amazed that they are still in business!

I ordered Sure Heat Manufacturing ventless gas logs, model SCVFR, thru Home Depot about 3 months ago. They are very, very poor quality. The instructions are difficult reading, although I've installed 6-7 ventless logs and heaters prior to these. We ordered one with remote thinking it would be top of line but you can't even change the temperature on it, something ALL the rest I've installed can do. The remote receiver door broke when I tried to open it to install the batteries. The pilot light is way too high but doesn't appear to be adjustable. Junk, junk, junk. If I didn't wait so long to install it I would take it back.

I purchased a 5 Burner Stainless steel grill manufactured by Sure Heat under the Amana Brand. Although I kept the unit in a covered area of my patio, in only two seasons, the interior parts had rusted out. In March I ordered some replacement parts from their Customer Service area, some still under warranty, some not. Although I requested it, I was never sent a copy of my order. It took them 4 months to ship the parts to me, and when they arrived there was no packing list in the box...just a bunch of metal parts. When I went to put the Grill back together, I found that they had sent none of the hardware necessary to do so (maybe they thought I'd use glue to put the pieces together), nor any instructions on how to do it. I waited about a week to see if I would get a response as to whether or not they had shipped all the parts, and when nothing came, I spent half a day trying to Micky Mouse the thing back together using rusted screws, rusted parts and whatever else I could find that would work. About 10 days after I put the unit back together, I received yet another part in the mail. Clearly, I won't be using it now! On top of all that, not only did they charge me for this debacle, they over charged me, billing my AmEx Card for the pieces still under warranty. I have filed a dispute with AmEx and have no intention of paying the bill until they provide me with exactly what they shipped and what I was charged for each item.

I sent their CEO Michael Mulberry Sr. a letter detailing my experience, but don't expect to get much back. Clearly, this is a Company that has no ethics in its dealings with the public. I for one, will never do business with them again.

We purchased a new grill in October of 08. Anxious to get in some grilling time before the snow flies, we came home and started to put it together only to discover that the four main bolts of the grill connecting the top to the bottom were missing. We contacted Sure Heat MFG right away and were assured that the parts would be out in ten days. NOT! Called three more times, and heard how sorry they were about the 'mix up' and the parts were in the mail. To date, 3/14/09 we have received absolutely NOTHING from this company. Every time we call they are 'sorry'. I have a grill that I cannot use and NOW cannot return to the store because its been way too long for us to get our money back.

Do not purchase these grills as if you have missing parts YOU'RE ON YOUR OWN! The last time we called, which was several weeks ago we were told that they would send us some extra gifts as they dropped the ball...apparently these are in the same package as the BOLTS we need are and I doubt they will EVER arrive.