The Bio Flame Reviews 18

I’ve purchased products with the company on a few occasions. Overall, I’ve been happy. The items I purchased were aesthetically pleasing and functional. On the last occasion, there was a problem, but Josep did a very good job of shepherding the issue through the “problem resolution” process and I’m happy at where it all ended up. I would purchase from them again….

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

I bought the Lorenzo fireplace and use it regularly. Victor with customer service is a true professional and helped me with a recent inquiry. I highly recommend this company and it’s products.

The Bio Flame reengaged and has successfully negotiated a solution I am very happy with the looks of. The new fireplace looks great. A couple notes for other homeowners to bear in mind;
The BioFlame asks for rough opening dimensions and build in 1/4” forgiveness. For my opening, a lava rock wall, I had to grind away a good deal of rock to fit the new unit. No small task. Also, there is no Bio Ethanol anywhere within 5000 miles of where I live. They are helping me secure in CA, but I must fly there to receive it, and find a way to ship it to Hawaii. My fault for not checking first. Otherwise, for their part I am quite satisfied; it was my responsibility to check fuel before embarking on this over year long experience. The folks that helped with the final solutions were solid IMHO

Had a problem with one of my Smart Burners not pumping fuel and Josep was quick to respond and very helpful. Everyone compliments us on the beauty and warmth these units put into our living room; so happy with our purchase and pleased to see the company stand behind them!

I ordered the fiorenza 13" burner. It is beautiful and sets the perfect tone for the room. When I remodel my bedroom, I'm going to add the remote start.

Excellent service! Fast delivery! Thank you!

While it took a little time for resolution, David took care of the request quickly once made aware of the issue.

So excited to get our product and the biofuel. We thought we would need to get rid of our mid-century fireplace until we found this option. We are so looking forward to putting this fireplace to use and Josep was very helpful in getting us the info we needed to make our choice. I only did 4 stars because I have yet to use the product, but the service was great!

My contact Josep was fantastic! Was super helpful and very knowledgeable about all aspects of these fireplaces. He responded quickly and timely and was instrumental in getting the right fireplace ordered and followed up all throughout the process! I would definitely do business with this company again and Josep is a big part of that!

I haven't yet set up my Bioflame grate (fireplace insert) because it just came, but have had a great experience with the company. Before buying the grate, I called them twice with questions and talked with an actual person who answered straightforwardly including contradicting an exaggerated claim by another seller of the same grate. Since ordering, I needed to contact them re: pricing and once again have gotten very good responses. I'll come back and add to this review after I try out the grate.
Update; We finally set up and lit our Bioflame fireplace grate and it worked beautifully. It was very easy to light and because we chose a 24" burner which holds a lot of fuel, it burned for 4 hours (and we hadn't even filled it all the way). It was still burning when we decided to close it up for the night.
Two things people should know -- I guess these are cons but only very tiny ones. We really like this fireplace burner:
1. filling the burner is a bit finicky. It's easy to spill a little on the surface as you position the bottle of fuel over the funnel and then you need to very carefully wipe all the vestiges off for safety reasons. But that's easy to do -- it's not a big deal.
2. The flames start out blue but they do get more golden as it burns and it ends up being a very nice, low-key type fire. They're not as bright or warm as a wood fire, but once the flame appearance warmed up, we were very happy. It made our whole evening lovely and we didn't have to fuss with logs and ashes. Just lit it and sat back and enjoyed 4 hours of effortless dancing flames. Then closed the top and went to bed.

We ordered a single sided unit and was sent a double sided. Due to construction delays we opened the box months later and found this out.Called Bio Flame and asked for a return credit or any type of Customer Service and was denied. As a Builder we were looking to partner with a Fire box vendor....but no Customer Service available at Bio Flame...

I love my new fireplace and the customer service department was very helpful.

Daniel with bio flame made the experience flawless. The product is also very much what you would hope for.

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.

It is rare to find a responsive and honest company like Bioflame!!! The company is quick and timely in answering questions and guiding a customer to the suitable product for their needs. Daniel, the customer service lead was patient and informative in advising which fireplace was right for our family room. He answered multiple inquiries promptly for us and our contractor. We are so looking forward to enjoying our new very sustainable fireplace!!!

Bio-Ethanol Fireplace quality is TOP. Great eco-friendly solution. I loved that they offered free shipping for such a highly valuable and heavy product. 100% recommended!