Yes, he responds quickly, great customer service!
Because SSRs don't utilize a normally open or normally closed circuit design, this seems to be a common issue with them. They are greatly susceptible to leakage current on the control or load side which can keep them turned on. Excessive heat can also cause it to stay on. Most of the technical solutions I've seen involve adding a resistor on the control or load side or both to ensure they get to the turn off voltage. In this case, where the SSR is being controlled by the computer, it could also be getting contradictory signals (manual control signal says turn off, but temperature control signal says turn on) if there is a software bug. A voltage meter would give more evidence to go on.
This is just general advice on SSRs/controllers and not directed at this particular product.