Unbelievable soot Unbelievable soot! Very dissatisfied.

AVOID company at all cost! 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!

Excellent gas fireplace system. I might be best characterized as a cranky old man. I’m a retired engineer and very critical of poorly designed products and cryptic instructions. I researched just about every product on the market and in the end I chose Peterson based on their quality and cost. This is an excellent gas fireplace system. Everything I needed was in the boxes and it all arrived in perfect condition. The instructions were clear with good illustrations and installation was easy. Now our living room is toasty warm on those cold winter evenings. We are very happy and highly recommend Peterson.

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.

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.