Craig J Altenhofen
Reviewed in the United States on September 19, 2022
Ordered fireplace in July 2021 for new house we were preparing to build. Did not open box until earlier this year. At that time found two wires broken. Had to have been crated in that condition or was caused during crating. We were not able to start the fireplace until a few weeks ago because of delays in construction. When first wired we found that the LED lights will not turn off. I contacted US Fireplace Store (seller) and was told to contact Empire. Contacted Empire and was told by the tech immediately that the control module was defective and that I had to have my supplier obtain the part. I then contacted US Fireplace Store which failed to provide any assistance. Now have ordered module from Bey. Cost $100 and it was delivered not working. Lesson learned do not trust US Fireplace Store or Empire to ship and stand behind a product that will function properly. This is not an express warranty situation. The product delivered was not capable of functioning from the beginning.I SUGGEST GOING ELSEWHERE WITH YOUR BUSINESS AND DO NOT TRUST THESE COMPANIES.
Fred
Reviewed in the United States on November 8, 2022
This is a beautiful fireplace. Unfortunately, we can’t get it to work. Our contractor has tried fixing it several times. It’s a permanent fixture in our wall so we’re unable to remove it. We’re wondering if it’s a faulty remote control. Where can we purchase a new remote?
Ms B
Reviewed in the United States on February 9, 2020
We are very happy with this natural gas fireplace. We had a contractor install it inside an existing wood burning fireplace with chimney. This will require significant demo and framing to accommodate the product. You will get ZERO support from the actual vendor your purchase the product from, all they do is facilitate the sell of the unit and that is it. Support will come from the factory and they are fantastic. We had an electrical issue during installation and the factory was able to resolve it for my contractor over the phone, the vendor was useless. You have the ability to purchase a two-fan heat blower for this unit, IT IS WORTH THE MONEY. This fireplace will heat a den or other room (not your home) easily with the remote settings where you can adjust the flame and fan speeds from a remote device (included). We are very happy with this product. PROFESSIONAL INSTALLATION REQUIRED.
Brian Kjenner
Reviewed in the United States on February 29, 2020
Beautiful fireplace. Ove the remote, the lights and the overall look. Great value. Loud hissing noise when gas is on can be distracting.