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Business Profile

Fireplaces

Ethanol Fireplaces

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplaces.

Complaints

This profile includes complaints for Ethanol Fireplaces's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ethanol Fireplaces has 3 locations, listed below.

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    Customer Complaints Summary

    • 63 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/12/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 8/30/2023 I ordered: 6BFUEL Regal Flame Premium Ventless Bio Ethanol Fireplace Fuel - 6 Quart $49.99 x 1 Order # ********  They provided me a tracking number but ***** has not received the product. Shipping Method ***** Tracking Number ************  I have called the company many times and sent emails but have never received a response.

    • Initial Complaint

      Date:08/24/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered two bio Fuel fireplace inserts….Order numbers ******** and ********. They were never delivered. They do not answer to any inquires, the Website status and chat line are completely non functional…this site seems to be completely fraudulent…looking at the many other complaints on your website seem to confirm this…..my own research indicates two or three other biofuel fireplace companies operating out of the same location…..they also seem to be solely for taking peoples money and not delivering any product…..it is impossible to get someone on the phone or to get any response to emails or from their website….

    • Initial Complaint

      Date:08/21/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a bioethanol fuel insert for a tabletop fireplace and have not received the product and no response from the company after multiple emails and attempts to find out what the status is. I feel like I am out the money and this whole business is a scam. Do not order from them.

    • Initial Complaint

      Date:07/25/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      After ordering a bioethanol fireplace insert we received an invoice indicated the product was back ordered and would be shipped in five weeks. We have never heard anything since and have tried to call and email. The email bounces back as the server is not registered and calls go to voicemail, which is unanswered. I fear this is a bogus business that is stealing people's money.

    • Initial Complaint

      Date:07/21/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10/31/2022 I purchased a $300 Ethanol Fireplace from Ethanolfireplaces**** of Landrum, SC. After they ignored my multiple questions about when it would ship, on November 10th I requested that my order be cancelled because I wanted to make sure I received it before Christmas to build it into a mantle for my kid's Christmas stockings. The company then ignored my multiple requests for cancellation and refund and has yet to refund me the $300. The reason that I'm just following thru on this now is that we moved and had a very busy winter/spring. These guys are a total scam and should be in prison.

    • Initial Complaint

      Date:07/17/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered a Fire Pit on 01-14-23 Order #******** I did not receive the item. I have contacted them several times starting in March of this year. They will not respond. I cancelled the order on or about 07-01-23 since the item has not been received. The company has not sent a refund to my credit card account used to purchase the item.

    • Initial Complaint

      Date:06/06/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered a fireplace in March (Order #*** *****). Arrival date of order has been backed up several times and is now July 21. The company does not respond to any methods of contact including emails, phone calls and direct chat or website customer service requests.

    • Initial Complaint

      Date:06/01/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Regal Flame recessed wall mounted fireplace from a vendor on ****** called **** * ***, LLC on 10/07/21 for $459.48. The fireplace sat in its original packaging unopened until I was able to find a contractor to install it in a custom $4000 closet build I was doing-November 2022. My contractor installed the fireplace and the fake logs that came with it and everything was ok. We then attempted to change the media from the fake logs to the crystal media instead and realized it was missing the part that would hold them in place. There are led wires underneath where the logs sit and no tray of any kind to keep the crystals from falling into the wiring. I contacted both ****** and the vendor for assistance with getting a replacement media tray and was advised it was out of the coverage timeframe for a replacement. (I was not trying to replace anything as the fireplace is already built into the wall and I'm not paying a contractor to remove it for a media tray as everything else is functioning ok). I was only asking for assistance with a replacement media tray and was willing to purchase one regardless of return or warranty coverage. The vendor advised me they are drop shipped from Regal Flame as a complete unit, it was "impossible" for something to be missing and they cannot get replacement parts-to try to contact Regal Flame directly for assistance as they could not help me. I have called and emailed Regal Flame using the information and links they have on their website and have not received a response to date.

    • Initial Complaint

      Date:04/25/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 2/27/2023 I ordered an ethanol burner from Regal Flame for $199.99. I received a confirmation e-mail from them and the money was withdrawn from my bank account as I used my bank debit card. I never received the item I ordered. I have contacted them >5 by email and have received no reply. I have tried to cancel my order by email and by phone (have left 4 voicemail messages) and have received nothing in reply from Regal Flame.

    • Initial Complaint

      Date:04/17/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered a fireplace from this company for over $300 and never received it. I tried to contact them several times but no one answers the phone and the email address bounces back. Its a scam.

    Ethanol Fireplaces is NOT a BBB Accredited Business.

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