I bought a Sureheat Sonoma outdoor gas grill from Costco 3 years ago. It included a lifetime guarantee on parts. I now need replacement burner. I called Sureheat. Nobody EVER answers their phone. Everything is a recorded message. Following the phone prompts for Customer Service, Grill replacement parts, I got recorded message saying "all agents are ... blah blah". Since it was toll free call, I put it on speaker phone and waited - almost 40 minutes. Noone ever picked up the line on their end. I hung up and called directly. Dialed zero for operator and got another recording. There phone message said "or you can send an email to" [email protected]. That was returned as undeliverable.
I believe that there is no person working at Sureheat. It seems like just a website with a bunch of phone recordings.