Heat and Glo
Heat and Glo Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Heat and Glo has 1.5 star rating based on 19 customer reviews. Consumers are mostly dissatisfied.
- Rating Distribution
Pros: Looks good, Gas fireplace without the wood mess, Good quality.
Cons: Cheap build, Cheap quality, Design and construction.Recent recommendations regarding this business are as follows: "Better service", "Do not buy a home or purchase one of these units as customer service is nonexistent", "FALSE ADVERTISING AND NO SUPPORT", "Buy a different company's product.", "Purchase a Regency fireplace".
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Heat and Glo has 1.5 star rating based on 19 customer reviews. Consumers are mostly dissatisfied.
- Rating Distribution
Pros: Looks good, Gas fireplace without the wood mess, Good quality.
Cons: Cheap build, Cheap quality, Design and construction.Recent recommendations regarding this business are as follows: "Better service", "Do not buy a home or purchase one of these units as customer service is nonexistent", "FALSE ADVERTISING AND NO SUPPORT", "Buy a different company's product.", "Purchase a Regency fireplace".
Most users ask Heat and Glo for the discount as a solution to their issues.
Consumers are not pleased with Customer service and Exchange, Refund and Cancellation Policy. The price level of this organization is high according to consumer reviews.
Media from reviews
Top Heat and Glo Reviews
"Positive Heat and Glo experience"
We've had a Heat & Glo Escape insert for 10 years now, installed by local company Alpine as their Sti -310 insert. It has worked flawlessly. Part of our...
"Unresponsive"
they were unavailable to talk for 2 days the only recommendation in my area could not give any service until March 26. They were no help at all and I regret...
Seaside Heights, New Jersey
Unresponsive
they were unavailable to talk for 2 days the only recommendation in my area could not give any service until March 26. They were no help at all and I regret having purchased this fireplace.
Poor customer service
Needed tech support to resolve an issue for a subcontractor and could not reach anyone so had to send them home.
Customer service
Bought home. Fireplace doesnt work.
Can not get customer service on the phone. Recording says no dealers in my zip code area.
User's recommendation: Do not buy a home or purchase one of these units as customer service is nonexistent
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Georgetown, Texas
Flame low.
Parish Co. in Round Rock, TX charged a lot and never fixed the problem. $600.00 plus, and never resolved the issue.
- Nice
- Poor service
Preferred solution: FIX THE ISSUE
User's recommendation: Better service
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerFlame low
Parish company in round rock tx were at my house x 2 in past 2 years. i paid them over 600.00 to fix my fireplace .
i only have a small amount of flame,it is about 1 inch. On both visits, they indicated that was all i could get.
I am very unhappy with their service, and with my fireplace. Thanks for your concern Joyce Bailey
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerCANNOT CONTROL FLAME HEIGHT
I have the Phoenix 42 top end fireplace with the IntelliFire Touch remote control. The manual and advertising clearly state the flame height is adjusted by the thermostat setting.
When the temperature gets to the setting on the controller, the fireplace shuts off.
Comes on again when the room cools down instead of controlling flame height to control temp.
Dealer says it is functioning properly. there is no way to contact Heat & Glo.
You get referred back to the dealer. DO NOT BUY FROM HEAT & GLO.
Anyone have an idea how to get flame height control automatically or manually?
User's recommendation: FALSE ADVERTISING AND NO SUPPORT
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerHardly used broken down twice same part
Again this year the fire has failed with only the pilot light lighting. The complete module once again needs replacing.
They will only attend if they charge for a maintenance visit first then the fault on top and then the part. Third party repairers will not touch these units as they cant get the parts and find they are a trouble brand.
Paid a lot for the unit and its been very disappointing.
Will never get another. Model Supreme i30.
- Looks good
- Unreliable
- Cheap build
- Expensive to service and repair
Preferred solution: Price reduction
User's recommendation: Purchase a Regency fireplace
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerFan , remote issues
We purchased our Escape 35Lp IFT in 2021. Worst $6000 ever spent.
Remote is not user friendly and fan is loud.
Bought as a supplement heat source certainly DOES NOT put out sufficient heat. Would NOT recommend!
User's recommendation: Would Not Recommend
Rochester, Minnesota
Frustrated
The owner's manual has pages with many diagrams on how to vent this fireplace--undoubtedly necessary. It has pages about electrical hookup with many diagrams--also necessary.
It has a couple pages on operation that are irritatingly INCOMPLETE. There is NOT ONE DIAGRAM of the controls. The fireplace has several knobs and buttons but nowhere is there a basic, labeled diagram of what each of these is. Directions: "Turn *** to off position".
WHAT *** Do I just guess? KABOOM!!!
User's recommendation: Buy a different company's product.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerPositive Heat and Glo experience
We've had a Heat & Glo Escape insert for 10 years now, installed by local company Alpine as their Sti -310 insert. It has worked flawlessly.
Part of our decision was based on the ability to run it off batteries in event of a power failure (we've don't that, and it works). Now after 10 years the buttons on the 216*-*** remote a getting intermittent, but Amazon has a new remote for under $100. We get periodic high winds (30-50 mph) and the fireplace has always worked properly even when windy (one of our friends is not so lucky; I don't know their brand). The flame and fan have nice adjustments.
We usually run it on a flame of 2 and fan of 1 (low), otherwise it's more heat than we need.
It is installed in an existing stone hearth and opens onto the combined living/dining and kitchen areas. The main heat for the house is hot water radiant heat in the floor.
- Reliable operation
- Good quality
- Reasonable price
- None so far
User's recommendation: Seems well made and it's been reliable for us 10+ years so far
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerFan issues
First Day customer service representative couldnt answer any of my questions without model or serial number. 2nd Day I gave her the serial number and model number and she told me theres still isnt anything she could do for me.
All I was asking is how long is the warranty on my particular model and she refused to answer.
I asked her what questions could she answer for me and she said that she can only answer questions about owners manuals. I hope these calls are recorded for better customer service.
User's recommendation: No I will not recommend any future customers
Austin, Texas
Dissatisfaction with support
Have needed replacement parts twice, and the price gouging has been shocking. Poor service via dealers and parts are ridiculously expensive
User's recommendation: Find a better manufacturer with better long term support.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerI have no review….I just need assistance from Heat n Glo to stand by their product
My Twight-11-B exterior glass shattered. Very frustrated I can't seem to get a replacement?
I live in a condo and all units have the same 2 way interior/exterior Heat n Glo fireplaces.
Please lead me in the right direction. Kindest regards, Janet
Preferred solution: A new piece of exterior glass for my Heat n Glo 2 way fireplace this is ridiculous
Lousy designed remote & NO Factory support
We only ran our new Supreme 30 less than a month, exact symptoms as you describe, unit wont start. Remote goes black every time we put new batteries in it.
I took a good look at the remote battery boxit is a very poorly designed battery box: There should only be one spring on negative end of battery tray, and a solid receiver plate on the positive side of the battery,not a spring on both ends. The Heat n Glo remote unit has springs at BOTH ends.
The spring on the positive end is real tiny and when you try to push the AAA battery into place, battery does not depress enough on the negative end, and ends up pushing the tiny spring down on the positive end of the tray instead of sliding easily into place.
The result is an interrupted current, stove shuts off To get it to run we have to remove batteries and put them back into remote, then unit runs a minute or two, sometimes longer. This stove is a royal pain especially since we paid $6,000 for this unit. DO NOT BUY HEATNGLO gas fireplace insert!
TRIED TO CALL FACTORY SERVICE DEPT and only dealers can call them.
Called company we purchased from here in NH, girl said they would send my complaint in to the companynot much consolation after sinking $6000 just into the unit plus $3000 for gas feed line. Its cold outside and we cant run our brand new HeatnGlo!!
Preferred solution: A redesigned remote that has corrected the flawed battery tray
User's recommendation: NEVER get talked into buying a HeatNGlo gas unit. My educated guess is that there are hundreds of unhappy customers out there, they just don’t know of this complaint site
Resolved: Cold air pouring in at the bottom of our Sl 7/X
Company fixed the issue and I have been provided with apology.
We replaced our wood burning fireplace to keep cold air out of our house. This brand new Heat n Glow pours air in whenever it isnt turned on. I cant get the service folks to solve this problem.
- Looks good
- When cold air blows in at the bottom
Preferred solution: I’d like the cold air problem to be fixed.
User's recommendation: Don’t buy
Sparks, Nevada
A blow dryer puts out more heat than this fireplace
Customer service never showed up to scheduled service appointment, won't return my calls or the home builders calls
User's recommendation: Purchase a product that produces heat
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This is my experience they seem to be a company that once they sell you something they give you the middle finger. Local dealer does not have the support knowledge heat and glow should offer something.