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

Bioflame is worst product ever, NOT SAFE 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.

Torch 2.0 I love my new fireplace and the customer service department was very helpful.

Struggling to get customer service I purchased a Fiorenzo with a 13" burner plate. The unit doesn't come with information on clearance around the unit. I contacted Bioflame several times requesting info. It took several calls to get a response. Our cabinet maker also contacted Bioflame. The response he received was significantly different and affects the cabinet design. I have contacted Bioflame several more times and haven't received a response. Since I haven't been able to install my unit, I can't speak to the quality of the unit, but I can say that customer service is inadequate.

My contact Josep was fantastic 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!