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.

Timely Resolution While it took a little time for resolution, David took care of the request quickly once made aware of the issue.

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.

Torch 2.0 I love my new fireplace and the customer service department was very helpful.

So excited to get our product and the… So excited to get our product and the biofuel. We thought we would need to get rid of our mid-century fireplace until we found this option. We are so looking forward to putting this fireplace to use and Josep was very helpful in getting us the info we needed to make our choice. I only did 4 stars because I have yet to use the product, but the service was great!