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Customer Review Ratings
Average of 13 Customer Reviews
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Review fromLou P
Date: 01/18/2025
1 starI have not purchased one yet.
I am planning on purchasing a pellet stove when we bought our new place. So I was doing some due dilegence and looking for reviews for different pellet stoves. After reading these one star horror reviews I will stay clear away from these. Wouldn't take one if they gave it to me for free.
Mr. Heater, Inc.
Date: 01/20/2025
Hello ****
I am sorry that you have determined to feel that way about this product, based solely on consumer reviews of this product. These reviews can sometimes be accurate, but very often are likely one sided and don't tell the whole story. We would like for you to have all of the correct information in front of you before you make your decision. If you would like to call our Technical support to talk to one of our technicians so we can properly answer your questions, we would be gad to do that. Feel free to call us at *************** Have a great day!Review fromFrank C
Date: 01/13/2025
1 starI purchased the first three head unit for propane tank top. The first had a cracked metal part that permitted the gas to dangerously leak out of the valve while the other valves were lit. I returned it. The second unit I received was also defective. I've lit all three heads and the center head will not remain lit no matter how long i depress the lighting switch and hold a lighter to it. I've called and remained on hold on two separate occasions for over an hour each. the first time, a woman answered, said, "it's hard to hear you, I think we have a bad connection", then she HUNG UP! I called back - again over an hour wait on hold and then the line disconnected. Miserable service and support.Mr. Heater, Inc.
Date: 01/14/2025
Hello ******
My name is Alex, and I am the Technical Manager for EGI. First, I am terribly sorry to hear about the poor service you experienced from our call center. That is certainly not how we want to take care of our customers. Our company prides ourself on delivering world class customer service, and we certainly did not deliver on that promise with you. If possible, I would like to get the chance to make the situation right. Please call me, directly, at your earliest convenience at ************. I look forward to your call.Review fromJames S
Date: 01/13/2025
1 starI purchased my second 3 burner infra-red tank top heater this year. The first lasted several years with very little use. This one is already rusting and has pit holes on the burner assembly on 2 burners. The word quality doesn’t exist anymore. For the price you pay for their heaters you would expect better quality than a piece of junk. Someone cut the cost on quality for more money. WowMr. Heater, Inc.
Date: 01/14/2025
Hello ******
My name is Alex, and I am the Technical Manager for EGI. I am very sorry to hear about the problem you are having with your heater. Your situation is certainly not typical of our tank top heaters. I would like to connect with you over the phone, and find out more information so I can come up with a solution for you. Please call me directly at ************. I look forward to your call.Review fromMary S
Date: 01/06/2025
1 starI am currently without electricity for 13+ hours and still waiting. I’m freezing!!!! Bought Mr Heater in preparation of the storm. What a joke. Pilot light will work but not stay lit to set to low or high. Called the company and they were no help after waiting for hours for a call back. Their suggestion was to go get another canister to determine if it is the problem with the machine. I’m in an ice storm!!!!! Word of warning, don’t count on this for any severe weather.Mr. Heater, Inc.
Date: 01/08/2025
Hello ****,
My name is Alex, and I am the Technical Manager for EGI, the manufacturer of your mentioned Buddy Heater. We are very sorry that you are having difficulties with our product. In some cases, if you were using a hose to run the heater, the hose might be the source of the problem. I'm sure that is why we asked if you were able to run the heater with a 1-lb bottle in order to see if the hose was the problem. If you need further assistance, please call me directly at ************, and I would love to be able to help you over the phone. Have a great day!Review fromDustin C
Date: 04/02/2024
1 starOn my second forced air heater same brand Mr heater. Was 75000 btu now 125000 btu. Both crap 2 years replace all hoses air rotor.... Will never buy again! They should be ashamed!!!Mr. Heater, Inc.
Date: 04/03/2024
Hello ******,
I am very sorry that you are not happy with your product. When it comes to forced air kerosene heaters, there are times that the hoses and the rotor will need to be replaced, as those are components that fall into the maintenance aspect of these heaters. Depending on the environmental conditions, the hoses will need to be replaced over time, or rare cases it can be within a few seasons. The life of them can depend on many factors. If you feel that your parts have failed pre-maturely, we would be glad to assess the situation over the phone and support the heater if necessary. please reach out to us at **************, and follow the prompts for technical support. Have a great day!Review fromLeon S
Date: 03/17/2024
5 starsI purchased a Mr. Heater Cabinet Heater. What a WONDERFUL heater! It starts almost instantly, is quiet, and heats up a large area in minutes. I can't say enough positive things about this great heater. I have been spreading the word about it amongst my friends, relatives, associates, and on my social media!
-Leon S.Mr. Heater, Inc.
Date: 03/18/2024
Hello, ****
We are so glad that you are enjoying your product! Thank you so much for the glowing review and wonderful comments. It is our mission, to create and distribute products that everyone enjoys as much as you do! Thank you again, and we hope you have a wonderful day!Review fromDerek R
Date: 01/26/2024
1 starI purchased a new Mr Heater Big Maxx heater in January 2024 from Northern Tool. It arrived with dents in the front panel. I contact Mr Heater to request a replacement front panel, a simple 6 screw replacement. They informed me that my "new" heater would function correctly with the dented front panel and refused to supply me with a replacement panel or replacement heater. I find this unacceptable. If I purchased a new car and the fender was dented, I wouldn't accept it regardless of it having no effect on the function of the car.
I find this to be totally unacceptable customer service.Mr. Heater, Inc.
Date: 01/29/2024
Hello ******
My name is Alex, and I am the Technical Service Manager for Mr. Heater. I am terribly sorry about the experience that you had with our call center. We pride ourselves on delivering the best customer experience possible, and it sounds like we have fallen short on our promise with you. I can only hope that there was some mis-understanding on our behalf, because we certainly want to be able to supply every user with a replacement part if a brand new heater comes in damaged. I will be reaching out to you via email in hopes to connect with you about verifying the exact part you need, and getting it sent out to you as quickly as possible. I hope you have a wonderful rest of your day.Review fromDillan V
Date: 03/08/2023
1 starWould give less than one star if possible. Purchased a cleaveland iron works pellet stove from tractor supply in January of 2022. In February the stove started malfunction enrco sent parts two different times that did not correct the issue. At that point t Entercom representative stated there was no fix for the problem. Concated again in September of 2022 they stated the stove must be installed in properly. Stove is now shutting off and filling house with smoke and the ignitor has gone bad. Enerco offered to send a new ignitor with still no fix for the original issue. Paid $1200 for a pellet stove that has not worked properly since the day it was purchased. Tractor supply mo longer carries that brand. Enerco informed me there was nothing they could do beyond sending additional parts. I am a Lieutenant in the fire department and this Stove is a fire hazard.Mr. Heater, Inc.
Date: 03/09/2023
Hello *******
My name is Alex, and I am the Technical Service Manager. I am very sorry for the experience that you have had with our pellet stove. Customer service is our priority, so we want to help bring your problem with the product to a resolution. Based on your comments, there are some additional questions that we have in order to better understand what is happening with your product. At your earliest convenience, can you please call me at ************ so I can ask some additional questions about your situation and try to come to a final resolution. Have a great day!Review fromChris B.
Date: 02/21/2023
1 starBought a Master Forge H30XL 9/17/22 from my local *****. Unit ran well until 2/12/23 when I was awoken at 6am to smoke alarms going off in my home, and smoke billowing out of the pellet hopper! Once I was able to extinguish all smoldering pellets in the stove, the interior of the stove was covered in creosote, due to the low temp burn. I tired to clean it out but could not remove it all. I contacted Master Forge. aka Enerco Group, aka Mr. Heater and spoke to James. After sending photos of the stove and answering questions, I was told that they were only willing to replace the parts, that was all. I told them I wanted a replacement or my money back as the stove still has creosote in it that is flammable and could reignite. I was told that this was not available to me. I then asked if I could get something in writing from them that would state that the stove was safe to use and would not catch fire again, and was told he could not do it. All I want is either a replacement stove, or a refund. The stove is not safe. If there was a way to attach pictures to this review I would so others could see what could happen to them. In speaking to ***** ********** **** ****** they have had similar issues with units at other locations. Where I am still under the manufacture warranty I'm stuck dealing with Mr. Heater, which is going absolutely nowhere. I have a ****** ****** ***** that I have had for over 13 years, and have not had one issue with it the entire time. I so regret this purchase.Mr. Heater, Inc.
Date: 02/22/2023
Good Afternoon ************
I am writing in response to the review that I received from the Better Business Bureau regarding your experience with the Master Forge Pellet Stove. You reported creosote build-up which lead to smoldering of pellets in the hopper causing smoke to come out. Unfortunately, the creosote build-up was due to lack of maintenance which is detailed in the user manual to be performed regularly. According to the conversation with our Tech and our investigation, it was evident that the required maintenance was not upheld. As a company that stands behind our products and cares about our customers, we’ve offered to replace any damaged components that would prevent the stove from operating under a one time warranty replacement with free shipping.
If you have any further questions or would like to move forward with the warranty replacement please contact Alex at ***** *********Chris B.
Date: 02/23/2023
***** your statement is totally false. First off, this is not my first pellet stove. I have a ****** that has been running for the past 13 years, so I am quite experienced with pellet stoves and their maintenance. The creosote that I mentioned in my review was due to this fire in hopper, not lack of maintenance! The slow low temp smolder, that produced the creosote liquid in the hopper, and its acidity caused all the paint on the underside of the top cover, hopper door, and control panel bracket to peel off. This was what I was saying I could not clean completely out. In speaking with your techs (James & Johnathan) they informed me that the cause of the fire was a malfunction in the motherboard which was causing the exhaust fan to stop when running, this then caused the flame in the active burn pot to travel up the auger pipe. BTW, this has occurred before, it produces a E21 error code, the same error that was on my screen the day of the hopper fire. Coincidence?? I don't think so. So nice try trying to blame this on the customer, I am a field service technician myself, I would NEVER say this to one of my customers.Review fromDennis K
Date: 02/09/2023
1 starI purchased the unit from Costco and when I opened the box it was missing a connection hose. I first called Mr. Heater and after waiting on hold for a very long time I was given the option of having them call me back. I left my number and they never called back. I then sent an email and their site said they would reply within 24 hours. After 10 days they had not responded so I returned the unit to Costco. Costco was great about the return.Mr. Heater, Inc.
Date: 02/10/2023
Hello ******,
My name is Alex, and I am the Technical Service Manager for Mr. Heater. I am very sorry about the lack of service you received in regards to your Buddy Heater. Our company strives to provide world class customer service, and we obviously did not manage to hit the mark with your concern. If you require any further assistance, please feel free to reach out to me at 216-916-1044. Thank you and have a great day!
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