The Bio FlameReviews of thebioflame.com

STAY AWAY - CRAP PRODUCT and WORSE CUSTOMER SERVICE I ordered and paid for 4 units that were supposed to be Lutron Homeworks compatible. They sent me ones that are Crestron compatible and want me to pay for the boards to make them Lutron compatible. The first 7' fireplace we installed turns on and then shuts itself down with a CO2 sensor warning. Bioflame sends me videos of how to correct, but nothing works. Never offered to send someone out to work on it. Expect us to go to the expense of making their product function which after a few months of trying is still only good for a 10 second flame

Terrible customer service. This company does not honour its product or the customer. My complaint is based on principle and principle alone. I don’t care about the cost of a couple of screws. I spent nearly $2000 on a Priv. I ordered this product in May 2023. I was happy that it arrived quickly. I left it boxed because I was renovating. On September 24th I finally was ready to install it. It was missing a couple of small, penny on the dollar value screws. This happens. Not a big deal. I contacted BioFlame expecting them to mail me 2 screws. Rather than putting 2 screws in an envelope, they sent me an email telling me that they would send me “a quote”. A QUOTE FOR PENNY COST MISSING PARTS!! Seriously. The customer service agent whose mind told him to do this should be FIRED. Now, I don’t care about a few dollars. I didn’t mind that the parts were absent. This happens. It’s the company response. It’s not a respond that compels confidence in this company. It’s the principle. A good company honours its product. Also, the company indicated that I needed to lodge a product issue within 7 days. That’s absurd. Many folks might not be ready to build and install the product immediately on receiving it. I haven’t yet tried using this thing. However, a company that will not honour its product to the point of sending a couple of cheap missing parts to a customer who spent a couple thousand dollars is NOT A COMPANY THAT ANYBODY SHOULD BUY FROM. Also, I never claimed the product was “defective” or “damaged”. I had no interest in returning it. I just wanted them to send me a small part. I rectified this at my local hardware store. No big deal. It’s the customer service response that is concerning.

We renovated our house and ripped out our indoor natural gas fireplace and replaced it with a 72" Bioflame burner which is the WORST product ever. It is completely unsafe and should not meet code. The flame does not burn consistently, it jumps around like the flame in the Backdraft movie. It also takes about 30 - 40 minutes after it's lit before you can see the flame, before that, it burns clear/invisible but you can hear it. It makes your house smell like chlorine. The fuel costs $50 cdn per 4 litre jug, and our 72" unit takes 21 litres to fill, so that's $250 worth of fuel (bioflame says you should have it full for best results - and they also say best practice is to burn all the fuel out because otherwise it evaporates. I really feel like it is going to burn down the house and I cannot relax while it is on. Its dangerous. The sales and service people from Bioflame were absolutely horrible to deal with. Actually my contractor said the sales guy was great to deal with until he made the sale...but once you buy it and have it installed, they have no answers or help for you whatsoever. I actually felt like I must be the first person to ever buy one of these because the customer service person (yes, there's only one) was completely useless and couldn't answer a single question. Do NOT believe the website photos or the hype. I honestly want to tear this thing out of my newly renovated living room and replace with a natural gas one again. Total nightmare product.