Thank you for sharing your experience. We’re sorry to hear the heaters didn’t perform as expected during your recent extreme cold spell. These units are designed to keep water accessible in typical winter conditions, but when temperatures drop this low—and even light wind moves across the surface—a thin layer of ice can still form even though the water below remains thawed. Providing some shelter from wind or even a light breeze can make a noticeable difference in performance. We’d like to take a closer look and help troubleshoot, as performance can vary based on placement, wind exposure, and water level. Please reach out to our Customer Care team at 877‑738‑5188 so we can work with you directly and make this right.