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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:01/27/2025

      Type:Service or Repair 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 January 2, 2025 i ordered an ethanol fireplace. The cost was 314.99. I emailed the company to find out when it would be sent but received no reply. I then called the number listed but received message to leave my information. I did so but have not received a reply. It appears from research that this company is not legitimate and often processes orders and never sends the items

    • Initial Complaint

      Date:01/17/2025

      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 on 12/07/24 12GFUEL Regal Flame Ultra Pure Ventless Bio Ethanol Fireplace Fuel - 12 Quarts $59.99 x 2 Total: $119.98 EthanolFireplaces I have not received this order and I have contacted the company by email once and called twice to leave a message to contact me with information about my order. The last time I contacted them by phone was on 1/16/25. I have not heard back from the company yet.

    • Initial Complaint

      Date:01/13/2025

      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 made an online purchase in the amount of $239.98 on 12/21/2024, order # ********* The purchase was for a new 18 inch birch convert to ethanol fireplace log set with burner insert from gel or gas logs and 12 quarts of regal flame ultra pure ventless bio ethanol fireplace fuel. I immediately received an order confirmation email and my credit card was charged in the full amount. The confirmation email stated that I would receive an additional email once my order ships. I have received no additional emails. I have made several attempts at inquiries via phone, email and chat methods and have received no responses. I would like an update on my order status or a full refund to my credit card.

    • Initial Complaint

      Date:01/06/2025

      Type:Service or Repair 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 $219.99 worth of ethanol for our fireplace and after about 3 weeks of not receiving the product and no tracking, I reached out to the company. I emailed & called and have not received any response. I have filed a dispute with my credit card company regarding the charges and are waiting for a response from them but in the meantime I'd like Ethanol Fireplaces to reimburse me for the purchase, so I don't have to wait for the credit card company to take it upon themselves to resolve this issue.

    • Initial Complaint

      Date:12/05/2024

      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 order product from thIS company 10/17/24. They charged my credit card the next day. I have yet to see the product. I've called several times only to get a recording that no one is available at this time. I've emailed them, I've gone on their chat only to be in a constant circle of the automated questions asking the same questions over and over. I've emailed and posted questions on their site and have yet to hear back from anyone.

    • Initial Complaint

      Date:12/04/2024

      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 reading multiple complaints I decided to add my encounter. Ordered a fireplace burner and fuel 10/28/24 totaling 279.98. I tried to communicate with this so-called company and no response whatsoever to multiple voicemails and emails. I am surprised there is no “red flag” about this company and possible other ones on the internet when landing on their website. I’m sure they will continue ripping people off as long as they can

    • Initial Complaint

      Date:12/02/2024

      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.
      Hello, I want a full refund for the item that I Purchased from this company's website on 11/20/2024. The order number ******** for the Madrid Small Bioethanol Fireplace with an eta of 12/20/2024. I have made repeated called as to the status of this purchase. I paid immediately. I want the full amount of.$249.99 refunded to the card used. the business has been totally unresponsive and no call backs. Attempts to reach them by phone and or via chat assistance on their website have been unaddressed. Tis business is located at *** ** ******* ** in South Carolina. There are multiple complaints about this business, I have also filed a complaint with the Federal Trade Commission about this, report number ********** Start Submitted Report submitted! Thank you for helping our work to protect consumers. Report Number ********* The report will not be available after you exit this page. View your report Your Next Steps

    • Initial Complaint

      Date:12/02/2024

      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.
      Faulty product (LED lights do not work on electric fireplace). No customer service number that works. No way to contact **** *****. No resolution. Need either a replacement or refund.

    • Initial Complaint

      Date:11/06/2024

      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.
      Order date was 10/20/2024 Have not received product Have left voicemails and sent emails with no answer

    • Initial Complaint

      Date:10/22/2024

      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.
      Made a online order to ethanolfireplaces.com on October 6 2024 & the business failed to ship order & I was unable to reach them by phone & my emails requesting refund have been ignored. The order is #********

    Ethanol Fireplaces is NOT a BBB Accredited Business.

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