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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:03/16/2023

      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 Fireplace insert 4/3/2022. I have not received anything and the company has not responded to any of my emails.

    • Initial Complaint

      Date:03/14/2023

      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 bought a product on 09/28/2022, after not receiving a shipping information for about 3 month , I Tried to contact costumer service. No response on the phone , emails are fail to deliver, tried the web page contact , also no response.. USD. 399.99 sitting and dont know what to do at this point. ********

    • Initial Complaint

      Date:03/01/2023

      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 and paid for an ethanol fireplace on 11/11/2022. Site said it was in stock and would be delivered in 8 days. Three weeks later the site said three more weeks. I've called numerous times, emailed, left messages- no response. Then see a 3/1 date in January- check today and there's no date at all. These people are criminals!

    • Initial Complaint

      Date:02/22/2023

      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 12/29/22, I placed an online order with Regal Flame. I was in a rush for the item, so I paid considerably extra for guaranteed 2-day Fed Ex delivery. On 12/30/22, I received a shipping confirmation email from Regal Flame. Even allowing extra time for the 1/1/23 holiday, a 2-day Fed Ex shipped on 12/30 should have arrived within 4 days. Instead of sending the item by the 2-day Fed Ex method, I received a package seven days later by USPS Priority Mail -- NOT what I paid for. By the time the package arrived, it was useless to me because the repair person who needed the item to fix my fireplace had come and gone. I wrote a letter to Regal Flame on 1/16/23 and returned the items to Regal Flame on 1/18/23 (which they received on 1/21/23) with the letter outlining my dissatisfaction with the situation and requesting a refund of all charges - for the item itself, the 2-day Fed Ex charge and a waiver of an outlandish 30% "restocking fee". I have never had any response from Regal Flame to either my letter or the two emails I sent to them. I have never received a refund for any of the charges. I am requesting a full refund of all charges and a waiver of the restocking fee for a total refund of $76.22

    • Initial Complaint

      Date:02/22/2023

      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 ethanol burner log set and 12 quarts of bio ethanol fuel on 2/17/2023 via their website. I never received a receipt or order number. I have tried using the website to find out order status and got nothing. I checked my bank account and the company received payment. I called the company's phone number and left a voicemail message. Left an inquiry on their customer service section. No response from the company. I am assuming now that since they aren't responding, they have taken my money $299.99 + $69.99 and don't intend to send me anything.

    • Initial Complaint

      Date:02/08/2023

      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 fireplace on November 20, 2022, which I knew was out of stock at the time. The ETA of the fireplace was sometime in December. When the ETA date approached, I tried to call the company and got no response. I tried to email them and chat with the bot on their site, also no response. I have left countless voicemails, emails, and chats, with no response. I have yet to speak with anyone regarding this order and it has now been almost 3 months since the order was placed. I don't know how a business can operate without communicating with the customer, at this point, I don't even know if this is a legitimate business. My order number is #******** and the total purchase amount was $836.99. I would just like to be contacted by the business, if no contact can be made I will need to cancel the order.

    • Initial Complaint

      Date:02/06/2023

      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 on 12/19/23. Was not delivered and was charged $599.00 for it on my ******** Bank Card. Tried to email, chat, and call. No answer on anything the email bounces back.

    • Initial Complaint

      Date:01/24/2023

      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.
      purchased a fireplace insert Christmas Day 2022, order # *********  Got a confirmation, saying that if it was out of stock I would get an email with updated eta. Never got one. Tried to reach out thru the email on the website but it was undeliverable. Tried to chat but it is just a bot that goes in circles. Did find out that it is now expected in on 3/9/23. I want to cancel my order and get a refund. By the way, the address they list on their website, does not actually exist.

    • Initial Complaint

      Date:01/13/2023

      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.
      Ethanol Fireplaces took my order and afterwards sent an Emil stating the items were backordered 4 to 5 weeks. This was to be a Christmas, house warming gift for my Son. After at 4 weeks I began to attempt to make contact and check the status of my order. The customer service email is bogus. At least 8 emails were returned undeliverable. Multiple calls an voice messages were left. Not a single answer. No status updates, nothing! This company if a fraud! I should have done a better job investigating them before ordering. 6 week now and still no contact from them. Filed a fraud ticket with my bank to attempt to get my money back. Who knows. Do not order from this company nor any of the other listed/affiliated companies noted in the BBB investigation of the company.

    • Initial Complaint

      Date:01/09/2023

      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 an ethenol fireplace order# ******** from this company on 11/11/2022. My credit card was charged. The fireplace has not been shipped, and the "in stock" or back ordered date moves out 1 month each month i've checked. The website automated help function could not find my order when checking status up until 01/04/2023, when I found a "reorder" button next to my original order, and assumed as it was back ordered I had to re-order. I re-ordered on 01/05/2023. my credit card was charged again, although no fireplace was shipped. I have tried calling and have left several messages on the answering service, and have filled out multiple "Contact Us" forms. I want to cancel both these orders but find it impossible to contact anyone or have anyone acknowledge my calls/contacts and get back to me. Appalling customer service. They charge the credit card and never ship product.

    Ethanol Fireplaces is NOT a BBB Accredited Business.

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