Bought an expensive Heat N Glo CLX 6000 fireplace. I had some simple questions so I called the manufacturer. To my amazement they said they had NO MANUFACTURER SUPPORT. I needed to call the salesman who sold the procut to me. Bulls***! A propane fireplace brings a highly explosive & flammable flame into the house & heat n glo says they offer no, zero support. It's obvious it's thier way of attempting to shed responsibility & placing it on the backs of thier authorized sellers. LET'S NOT LET THEM GET AWAY WITH THIS! Boycott Heat N Glo products until/unless the manufacturer assumes their rightful responsibility of the product they manufacture!
We have a 2008 Twilight II Heat & Glow indoor outdoor fireplace with an integrated ceramic log/burner unit. I noted three weeks ago there had been a a "log explosion." The logs had come apart, the "set" was in disarray and the logs were completely catywampous throughout the fireplace.
Thinking this was unusual, I called the local dealer for assistance and was told the logs were out of warranty and I'd need to purchase a new set at $900+ dollars. I was told this was the first time they'd ever had to replace these logs in an installation. This caused me to call Customer Service of Heat & Glo, I sent pictures, told them the problem and explained our use was not extraordinary and this log failure seemed to be an unusual occurrence and that there must have been some manufacturing defect in our set. The next week, the local dealer called and said there was no remedy, product is out of warranty, this was normal failure and we'd receive no financial consideration.
In doing a google search on the expected life of gas fire place logs, I found this: A vented set using lightweight logs will last almost forever, but unvented logs will deteriorate after time and will require expensive replacement. This prompted me to send an email to Heat & Glo customer service to determine if our logs were vented or nonvented. I was told the fireplace is vented, the logs are lightweight fiver and are not interchangeable with any other brand.
THIS IS SO DISAPPOINTING! If the logs are in fact lightweight fiber, and vented, this seems to have been an unusual event that should have been handled differently by the company. Even a partial financial compensation would have been welcome, instead of the "Sorry Charlie" attitude I got.
Bought 2 Heat-N-Glo gas fireplaces in 2004. The knob on the gas valve is cheapest plastic and disintegrates after approx 6 years. Item is probably worth $ 1. When the knob broke in my hand I called Heat-N-Glo. They referred me to the dealer. The dealer did not have the part and could not get it. Called Heat-n-Göo again. They said I can buy the knob in any hardware store. Checked all stores.Nobody knew how to get that knob. Asked Heat-N-Glo which hardware store and which part number to get.
The answer was that I have to buy the whole gas valve for $ 200 to get the knob worth $ 1. It is a knob that is attached to the valve with a simple screw. But they are not interested in stocking and supplying this sparepart. Who wants to buy a built in fireplace, when he has to throw it away, when a knob disintegrates? Does somebody change the car when a light bulb burns out? The disregard for customer care is beyond my comprehension.
Heat & Glo Reviews
Bought an expensive Heat N Glo CLX 6000 fireplace. I had some simple questions so I called the manufacturer. To my amazement they said they had NO MANUFACTURER SUPPORT. I needed to call the salesman who sold the procut to me. Bulls***! A propane fireplace brings a highly explosive & flammable flame into the house & heat n glo says they offer no, zero support. It's obvious it's thier way of attempting to shed responsibility & placing it on the backs of thier authorized sellers. LET'S NOT LET THEM GET AWAY WITH THIS! Boycott Heat N Glo products until/unless the manufacturer assumes their rightful responsibility of the product they manufacture!
We have a 2008 Twilight II Heat & Glow indoor outdoor fireplace with an integrated ceramic log/burner unit. I noted three weeks ago there had been a a "log explosion." The logs had come apart, the "set" was in disarray and the logs were completely catywampous throughout the fireplace.
Thinking this was unusual, I called the local dealer for assistance and was told the logs were out of warranty and I'd need to purchase a new set at $900+ dollars. I was told this was the first time they'd ever had to replace these logs in an installation. This caused me to call Customer Service of Heat & Glo, I sent pictures, told them the problem and explained our use was not extraordinary and this log failure seemed to be an unusual occurrence and that there must have been some manufacturing defect in our set. The next week, the local dealer called and said there was no remedy, product is out of warranty, this was normal failure and we'd receive no financial consideration.
In doing a google search on the expected life of gas fire place logs, I found this: A vented set using lightweight logs will last almost forever, but unvented logs will deteriorate after time and will require expensive replacement. This prompted me to send an email to Heat & Glo customer service to determine if our logs were vented or nonvented. I was told the fireplace is vented, the logs are lightweight fiver and are not interchangeable with any other brand.
THIS IS SO DISAPPOINTING! If the logs are in fact lightweight fiber, and vented, this seems to have been an unusual event that should have been handled differently by the company. Even a partial financial compensation would have been welcome, instead of the "Sorry Charlie" attitude I got.
Bought 2 Heat-N-Glo gas fireplaces in 2004. The knob on the gas valve is cheapest plastic and disintegrates after approx 6 years. Item is probably worth $ 1. When the knob broke in my hand I called Heat-N-Glo. They referred me to the dealer. The dealer did not have the part and could not get it. Called Heat-n-Göo again. They said I can buy the knob in any hardware store. Checked all stores.Nobody knew how to get that knob. Asked Heat-N-Glo which hardware store and which part number to get.
The answer was that I have to buy the whole gas valve for $ 200 to get the knob worth $ 1. It is a knob that is attached to the valve with a simple screw. But they are not interested in stocking and supplying this sparepart. Who wants to buy a built in fireplace, when he has to throw it away, when a knob disintegrates? Does somebody change the car when a light bulb burns out? The disregard for customer care is beyond my comprehension.