Product doesn't work. Terrible customer support. 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 was very disappointed after we… I was very disappointed after we unboxed the logs they do not look like the picture They didn’t look near as realistic I will never buy another split log set

Peterson Is Our Only Choice Had Peterson Firelogs io our prior home for 20+ years and enjoyed them every time we turned it on - which was quite often in the Pennsylvania winters. Moved to a new home in SC which had another brand log-set and one of our first home improvements was to replace it with another Peterson Logset. I was concerned that we were switching from natural gas to propane but in the end, no worries - the fire is as robust as ever and maybe even better, But then the technology has improved too. Peterson is our only choice.

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!

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.