Sure Heat

Contacted them on the following dates 12/4/13 12/24/13 1/16/14 1/24/14 2/21/14-9 times 2/2014-3 times 2/18/14-2 times 2/17/14 Spoke with katelyn her ext is 5622 Spoke to Ariel her direct line is 678-348-5610 Left numerous message and no return calls Left operator 2 messages and no cal back Been told since December it would be mailed to us and they would call us with a tracking number. These are being installed by a professional and he verified the part is defective. Therefore because this is a natural gas line and part is defective, you can not install. Risk of gas leak and explosion. We were told by katelyn that she talked to her boss Taylor and they went and checked and they had the part and it would be shipped out the next week by Wednesday. Next week went by and no call. We call again and same response. Now this last week after speaking with Ariel, we are being hung up on everytime. They have an F rating with the better business bureau of Georgia. I see now why that is. Customer service is non existent and think these humans are hired to answer phone and lie to people.

The inside of these grills are not well made even though the outside is polished aluminum and looks great after 5 years. I believe this grill to be substandard and dangerous when unusual and hidden deterioration occurs. The insides should be made of a better material that does not deteriorate. Then repair kits should be sent out at no charge. Their grills should be recalled. I certainly would not buy another one.