Company is very responsive -- burner works perfectly 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.

Superior Customer Service!!! 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!!!

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

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.

Excellent service Excellent service! Fast delivery! Thank you!