Peterson Firelogs Reviews 53

I ordered the logs and made a mistake in not understanding what I ordered. That is on me. When you return logs you have to pay for their original shipping cost, your shipping cost, and then 25% restocking fee. After all of this, hoping to maybe recoup $50 of over $300, weeks get a message that they were broken so no refund. Make sure you get exactly what you need because there will be no returning them.

I purchased a propane gas log set from RH Peterson Co in 2019.  I had annual service done and the technician tell me the control valve was leaking. He told me it was best to replace the entire unit - $1800.   I called BS and then I called RH Peterson technical support and spoke with Eric.  He was extremely knowledgeable, helpful, patient as I asked questions.  He told me how to test for a leak in the control valve.   After testing it I determined there were no leaks Which was my initial thought.  Thank you Eric for your help, Gold Star for you!

I just spent $ 600 to repair a G31-24 30 which was installed a little more than 3 years ago. The remote worked and the control panel worked but would not talk to each other so I could not use the remote. I had to replace both. The fireplace has hardly been used.
I called customer service for any help they could give in perhaps mitigating the cost. They could care less.

Jeff gave excellent customer service

Have always burned wood so I was a little nervous about adding gas logs to my home. I was able to speak to someone that helped directly me to a set that would fit my fireplace and allow for a remote. Very happy with the logs and the glowing ember look the set has. Sitting on the couch with a clicker is the best. Look forward to the fall when we can run it more regularly.

I ordered a remote and receiver from these people because I could get my old existing ones to work. While in shipping mode I got my set to work. So I ask them to cancel couldn't. Have I received it I email them to return they said yes. I shipped back as there request give them the shipping number and I have received nothing I want my money refunded back. It been 16 days and nothing. I need to start reading reviews this company is horrible by these reviews.

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.

So disappointed! We have been Peterson customers through several homes and today was a shock. The logs delivered looked nothing like the brochure. They require a 30% restocking fee for sending us a inferior product. Now we have to start over and have paid installation, removal and restocking fee and have no logs.

We purchased 24” Split Oak Vent Free Logs, $880, thinking we could use it with portable propane tank- you can’t! When we called to return they said it was in small print in installment instructions and said we had to pay for return shipping. Since thing weighed a ton we went thru 4 people/companies before finding someone to install which cost us another $300 (had quotes up to $800). Now that it is installed it is SO, SO loud that there is NO enjoyment by fire as we had anticipated. We don’t even want to run it. Not to mention it is NOT truly ventless unless you don’t mind sucking in a lot of gas fumes. Our den is 24’x26’ so not installed in small, closed off room (den has wide opening to kitchen which is another 200 sf). Would NEVER recommend this company OR the stupid ventless gas logs they produce. Wish I had ordered thru Amazon who actually stands behind their product. Stay AWAY from this company and product!

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.

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.

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 like to product, but Peterson does not back up their products. Received the lighter pan with the 1/2 inch gas pipe broken at the reducer. Even sent a picture, but had to purchase a new pan. I guess they felt that somehow I was able to break a 1/2 inch pipe. The fitting was obviously over torqued in manufacture.

We love our log sets, but BUYER BEWARE, the warranty will not be honored, if anything is wrong with your logs out of the box, you are left holding the bag. It happened to us, we were left to make repairs and find out what was wrong at our own expense. So, yes when they work we love them, but don't expect anything after you lay down your cold hard cash.

Complements to Petersons well organized Company for shipping out their product in a very short period. I ordered on a Friday and got the RealFyre Gas Log Burner System G19A-01V(P) 24 inch on Monday. Well Done!!
The gas log works great. One thing to do first is to check with local and state code enforcement officer to find out if Chimney needs to be lined with steal or its ok the way it is. Local Code Officer said it was no problem but Gas Company that put the gas line in said, if I went VENTED the chimney had to be lined or go VENT FREE. VENT FREE it was. Quotes for lining chimney was 1100.00 to 2100.00
The only thing I recognized was the installers from gas company NOT being familiar with the unit couldn’t stop the whistling in the front of burner. You MUST install Glowing embers in the front to make it all work right. Once that was done it worked like a charm.

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!!

Although the product is great, dealing with this company is a disaster. First they do not stock any of the product and use a third party distribution company. Their TOS claims they do not share your information, but they do send it to this third party and who knows what they do with it.

The original ship date was provided and every date just vanished with a different excuse every time. Each time they would assure me "its on the next truck in a few days". Turns out there were problems behind the scenes and they never provided me with accurate information. It took several months to get two firelogs. The product is wonderful but the delivery was past the heating season

Works great! Looks beautiful and is so cozy!! We just love sitting by our fireplace now. So happy we converted our regular wood burning fireplace to gas!! We actually use our fireplace very frequently now!!