Retailer doesn't take responsibilities for their own shortcomings... Purchased an item that according to the description on their website was compatible with my system. System failed after a month of use, sent detailed photo's and video to Peterson. They initially stated the unit I ordered wasn't compatible with my system, to which I showed that nowhere in the purchase process was this indicated. They then moved to instructions, stating I hadn't followed the instructions correctly. They sent me an example from the instructions. Issue here, they didn't send me the instructions they shared with me. The instructions I received with the unit DID NOT provide the example they showed. Ultimately, they did not by any stretch of the imagination provide information to make the correct purchase decision or execute the installation correctly. Now, I've got a dead unit and a retailer that refuses to accept any responsibility on their end.

Poor quality burners After installation and after checking all of the connections for leaks, we fired our Peterson Real Fyre burner up and noticed that flames were shooting out the side of the burner onto the gas supply lines. We disassembled everything and found a manufacturing defect. There was a hole in a weld where the burner tube passes through the side of the pan. I contacted Peterson Real Fyre who, after looking at the photos I sent, acknowledged that it was a manufacturing defect and would be covered under warranty. Now, six weeks later, they still haven't sent a replacement. I'd strongly suggest looking at a different manufacturer than Peterson Real Fyre.

Product doesn't work. Terrible customer support. I purchased a Peterson gas log burner and had it professionally installed. The electronic ignition worked, but it would not light the pilot. The installer called Peterson support, but was put on hold. After 45 minutes, he had to leave for another appointment. I called and was also put on hold. I logged onto their website and sent an e-mail explaining the problem (11/16/2020). I received a canned, computer generated reply stating that they would resond withnin 48 hours and asking for model, serial number and proof of purchase. I sent the requested information the same day. After 10 days and no response, I called again. I spoke with a support representative, but he was little or no help. I have sent Peterson still shots and a video of the burner in the fireplace. I have done all I know to do, yet Peterson has done nothing to help solve the problem. Terrible customer support. I'm sitting here with a $850 burner that does not work.

I was very disappointed after we… I was very disappointed after we unboxed the logs they do not look like the picture They didn’t look near as realistic I will never buy another split log set

Do Not Buy - Poor product, even poorer customer experience Would not recommend RealFyre by RH Petersen. Ordered two sets of the same product in late Nov 2023. - Real Fyre G9 Vent-Free Burner with Variable Flame On/Off Remote, Natural Gas G9-20/24/30-15 - Real Fyre Split Oak Gas Log Set They arrived on time, no problems. My state-certified plumber installed one in the basement. That seems to work fine - not top notch quality, but adequate. Two downsides - 1) low, flicker/"whooshing" sound whenever it's on 2) pilot flame is huge and can't be turned down at all. However, the one upstairs has never worked - the pilot flame would light, but would not stay on. Called technical support - they said I needed a part and I would need to call the Real Fyre dealer. 12/6/23: Called the dealer - they said they could ship the part, but I would need to pay. Asked about warranty, so they submitted a warranty request. Received an email the next day (12/7/23) asking a bunch of questions and for pictures. No response until 12/21/23 stating that the manufacturer requires me to send back the whole unit for inspection! In the meantime, I have no operating fireplace in my upstairs fireplace in the middle of the coldest months of the year... I was a little delayed sending it back until after the holidays, but it's now February and still haven't heard anything. Instead of making this right and delivering a great customer experience, they're trying to prove that the buyer (or the plumber) did something wrong. In a nutshell, I would not recommend Real Fyre RH Peterson www realfyre dot com.