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.

Peterson Is Our Only Choice Had Peterson Firelogs io our prior home for 20+ years and enjoyed them every time we turned it on - which was quite often in the Pennsylvania winters. Moved to a new home in SC which had another brand log-set and one of our first home improvements was to replace it with another Peterson Logset. I was concerned that we were switching from natural gas to propane but in the end, no worries - the fire is as robust as ever and maybe even better, But then the technology has improved too. Peterson is our only choice.

Remote is a piece of junk! The gas logs look real and perform fine, it’s the remote that is a disaster! The one that came with the set didn’t work so the plumber who installed the logs had to ask for a replacement. The replacement was a different model than the original so The connection had to be modified to work. It worked for 2 whole months, imagine that! First, it wouldn’t turn on then it wouldn’t turn off. The plumber had to change to manual operation. If I had wanted that I would have ordered a cheaper model. Now I have to order a 2nd replacement and pay a plumber again to make it work!!

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.

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.