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SaferProducts incident

Official U.S. Consumer Product Safety Commission consumer incident report from the SaferProducts.gov public database. Use the verification links below to confirm the record on SaferProducts.gov or via the public database export.

Product

Heat & Glo SL-550TRS-IPI-E

Category

Home & Garden

Report number

20161206-76A10-2147410096

Ownership age

About 10 months to failure (from purchase date when reported)

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20161206-76A10-2147410096. Matched catalog product: Heat & Glo SL-550TRS-IPI-E. Source model text: Model: SL-550TRS-IPI-E. Incident: Heat & GLO fireplace model SL-550TRS-IPI-E, serial number CO24166676 with thermostat remote control Model No: SMART-STAT-11; no wall switch. Unit installed in the February/March 2016 timeframe. Did not use much in early 2016. This year noticed the unit was coming on without being directed to do so by hand controller. Came on both when in the "off" mode and in the "thermostat" mode with the on temperature set for 68 degrees in a 71 degree room. Hand control still showed the flame to be "off" even though the fireplace was started. Contacted installer. Installer tech came and said he did not know what could have caused it other than a couple of the receiver wires under the unit shorting against the metal cabinet. He put electric tape on all connectors. Another event occurred within a day. I called Heat & GLO at 1-888-427-3973 per Heat & GLO reply to report [REDACTED] on this site. Answering notice states Heat & GLO does not provide technical support except through its dealers and offers to help you make connection to one. Recontacted our installer and spoke with the head of the maintenance department. He stated he had no real knowledge of why this would happen but between the two of us we surmised it was either a faulty hand controller or receiver. Installer said they would come within a week and install a new hand controller and receiver. We have turned all gas to the unit off until then.

This is a consumer incident report published on SaferProducts.gov. CPSC does not guarantee the accuracy of information submitted by people outside of CPSC. It is not automatically an official recall or manufacturer admission.
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Official report number: 20161206-76A10-2147410096. Search that ID on SaferProducts.gov or match it in the CPSC public database export to verify this record.