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.
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This complaint and/or review was posted on Defaulters.com on 02:41 am, January 24, 2021 (CST) and is a permanent record located at: https://www.defaulters.com/scam/heat-glo/.
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