Complaints

This profile includes complaints for Thermablaster's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thermablaster

  2515 Liberty Ave # 1 Pittsburgh, PA 15222-4613

  
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  Thermablaster

  1090 Freeport Rd Ste 2 Pittsburgh, PA 15238-3166

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had a Thermablaster wall heater for a few years and the thermocouple went out last winter. The company states that they have no replacements available and no ETA n their availability, stating that they're manufactured in China, as if that's some sort of excuse. I requested the specs for the thermocouple so that I could attempt to source a replacement elsewhere, but they refused to provide it. It's been a full year since my first set of inquiries and they still have no update. I see another complaint filed from 2020 that stated they had been waiting 2 years already.
  The company needs to either re-source the part or provide the specs so that the aftermarket community can support themselves. A blanket "no ETA" is not acceptable for the customers who have bought and rely on their products for warmth.

  Business Response

  Date: 10/30/2023

  Thank you for reaching out to us. The information we have provided is accurate and we are not making any excuses. The thermocouple was a special order type, that cannot be obtained anywhere in the regular market place. We have you on our list for replacements, and will provide this free of charge as soon as it becomes available. We are sorry for this inconvenience and the delay. 

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The lack of functioning heat for those who rely on it is not acceptable. An alternative manufacturer for the thermocouple should have been sourced years as soon as it was clear that replacement parts inventory was being depleted and the manufacturer was not aligned to continue manufacturing them. Even doing so now, which may come at significant investment, is the only way that a business can keep their customers satisfied and returning. Instead, we're left with no solution other than to purchase another unit (certainly from a different manufacturer) and shelve the Thermablaster unit until the day that a replacement thermocouple appears, upon which maybe we can resell the unit to recoup some of our replicated cost to replace the original unit with another.

  
  
  
  Regards,
  
  
  ******* *********

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Wall Mount Gas Heater Model # ********** by THERMABLASTER 1-877-670-8428
  Upon using the Heater, set at a Medium Heat Setting, the two Black Plastic Control Knobs melted beyond use while the Wall Heater was in use and the Unit never turned Off.
  This is a serious Safety Defect as the Unit should have automatically turned off when there was an over heating concern. The unit did not turn off properly and the two plastic knobs Part # 18,20,24,25 melted beyond use.
  I attempted contacting the Manufacture 1-877-670-8428, by Phone and E Mails for a Safety Concern Replacement of the Knobs and Accessories and/or the entire Unit for Safety Over Heating Concerns. There was no follow up by the Manufacture, other than they kept saying the parts were on back order since 2021.
  My Retailer, Lowe's also contacted the Manufacturer several times, without any satisfaction. After a final contact by Lowe's and legal action mentioned, an Email was sent to my attention. The Manufacturer is requesting I purchase the Knobs for $48.21. However, this is a Safety Concern and their email to me back on May 4, 2021, indicated these Knobs were to be sent to me without cost. See attached high lighted Email. Also, $48.21 is nearly 1/3 the cost of a Brand New Unit.

  Business Response

  Date: 12/05/2022

  Thank you for contacting us. We cannot recommend replacement of these parts as the original cause of the melting has not been established. This may mean that the unit as a whole is damaged. This unit is out of warranty as we have not manufactured these since 2016. We would recommend that you return the unit to Lowes for another unit of similar size and capacity.