Patio Products USA Reviews 723

Excellent service for hard to find product! Offered to send me a replacement part for something I lost track of! Very pleased.

Purchase a SunPac S34 S TSR NG
25,000 to 34,000 BTU Two Stage Heater with Remote Control in January 2021. It function well until November 1923 and then wouldn't start. Patio Products referred me to BTP North Texas for service work. Jose Antonio came out and got it running but it crashed in a few months. Called BTP again, Jose came out and said the heater need a new ignition control. Said he would order and return. He has not returned with numerous excused. Called Patio Products looking for another resource for repairs and was told they knew of no one in the Dallas-Ft Worth area. I was referred to AEI Corporation who I believe is the manufacturer of my product. After much follow up with AEI I given the name of Birk Electric. A service man by the name of Steven came out on October 30, 2025. He did some trouble shooting and left saying he knew what the problem is and would return with parts/etc to fix the heather. Never saw him again despite numerous phone calls to Birk and to Steven, direct.

Ordered three Bromic heaters, they are very well packaged but unfortunately one of the elements was damaged. Got a lot of help from Ann Magat who was able to replace the damaged product. Thank you for all your help!

I was very pleased with the responsiveness of the customer service group and Ann in particular. I had a significant issue with two heaters which I purchased. Once I was able to connect with customer service Ann was very helpful. The mist important of the service was her communication. She kept me informed with calls and emails throughout the process. Thank you Ann. Your diligence is very much appreciated.

We have made two purchases from Patio Heat and Shade (PH&S) in the last year--a ceiling fan and infrared heaters for our deck we built.

Our contractor was not clear about power requirements for the heaters. So, I called PH&S to see if they could help. The lady (regretfully I don't recall her name) was extremely knowledgeable about the product she sold us and quickly provided the information needed for the installation.

Recently, the ceiling fan stopped working. I contacted PH&S regarding the issue to see if they could resolve it. After a couple of calls to them and the manufacturer help desk, they determined the fan had failed and a new fan would be sent as a replacement. We were notified the following day the replacement fan was on the way. When I asked if I should use the shipping box to return the faulty fan, I was told to just keep it for any spare parts needed in the future. Customer service doesn't get better than this!!!

This time, I kept a note of who I worked with. Don and Jessica at Kichler (fan manufacturer) did the troubleshooting while Emmanuel, Gerard and Ann handled the warranty work at Patio Heat and Shade. Thanks to all of them for resolving my issue professionally and promptly.

Ann did a great job resolving my issues quickly which demonstrates infratech’s commitments to their customers. Will definitely recommend infratech to friends/family based on this experience!

Ann replied quickly to my email regarding a warranty claim. She coordinated with me regarding the need for a video recording to illustrate the problem and then ensured that my claim was promptly resolved.

Excellent customer service!

Although we received an umbrella that had a defect they addressed it immediately with a replacement.

My customer service rep Ann was fantastic. I know we are going to be very happy with our 3 new heaters once they finally get installed. One heater was originally missing, and somebody had put mounting parts in a heater box. This was a shock to everybody, especially me. After my contractors found this mistake out, I contacted the company to let them know. At first, it was a challenge because it was past 30 days they said. But after I contacted a few people, they corrected their mistake, and Ann was very helpful with placing the order for my missing heater. Happy Customers!!

My heater was being shipped to Canada. 🇨🇦 FedEx sent an email saying it arrived but it had not. I emailed customer service and Jay-Pee responded quickly with a very clear explanation of how it was currently at trans-ship, clearing customs, next steps and timeline. Very timely, clear and helpful response!

Heater was delivered damaged with box ripped completely open missing parts. I contacted customer support and Ann responded very quickly and advised a replacement heater was ordered and will be shipped out immediately. All this happened during the Christmas holiday season where you would expect a bit of a delay, but I was assured it is on it's way. Ann was prompt, courteous and respectful which I greatly appreciate from customer service, that seems hard to find anymore! Thanks for the help and Happy New Year!

Ann Magat was very courteous and helpful in providing answers to some questions I had post order. She was able to connect with her management team, product support, and shipping to assist me quickly. All questions answered and issues resolved!

Although I am not a big fan of chat support, after being transferred from the general AI chat queue to Ann Magat on Infratech's support team, my experience was exceptional. She took the time to understand the difficult situation I was in and worked efficiently to come up with a solution to my problem. She went above and beyond, and I truly appreciate how she handled the support call. I am excited about getting the heaters installed and encouraged to see how Infratech treats its customers. Thank you!

Ann M was very helpful. Had a damaged heater (shipping damage) and was sent the wrong cover. She was able to process a replacement quickly and easily.

Ann M made my experience great! Thanks Ann!

I had the heating elements blow out while using them. I went on live chat and Ann M. jumped right on it and processed a replacement. She was very helpful. Great customer service.

Upon delivery the two heating elements were broken. I reached out to support and Ann M, jumped on it. Before I was down explaining what happened, she had already ordered the replacement elements.
She was super responsive!
Ann gets 5 starts...4 stars is the lack of faster delivery due to broken parts.
They use ground delivery, so it will take longer. Wish for replacement parts that are damaged, they would have a quicker shipping method.

Very responsive to my request.