BFM Europe Ltd Arvostelua 92

Absolutely disgusting customer service , we have had a faulty gas fire for 12 days, contacted customer services on 29th November to report faulty fire which is less than 12 months old and has a 5 year warranty , I was told i needed to complete a form to enable repair, I received and returned the completed form on December 1st by Whatsapp which is how it was sent to me , and since heard absolutely nothing , I have sent a further Four Whatsapp messages which have been read and ignored, I have also sent a Further Two emails which have been ignored,
I have phone records totalling 124 minutes of being on hold for customer services and each occasion I have given up the last being this morning totalling 47 minutes.
We are a couple in our 60s and we can not afford to have the heating on so without the gas fire we have literally no heat, this company have shown utter contempt to me and their service is disgusting, i have taken advice and will be proceeding with legal action.

Can only re-iterate the completely lousy reviews this total bunch of cowboys receives. An urgent part was ordered and an urgent agreed delivery date was promised. BFM utterly failed to meet their agreed date.
Also component was a five quid micro switch and was charged a ludicrous thirty, plus £7.50 delivery which did not materialise. Even Royal Mail next day delivery was cheaper. THEY DO NOT RESPOND.
As pensioners we are now sitting in the freezing cold without the use of our fire.
YOU HAVE BEEN WARNED

Please stay well clear of these cow boys.
Order part and paid £7.50 for delivery. One day late and broken part. They do not answer the phone calls. Shameful

We bought a Kinder Oasis HE fire a few years ago, it looks good but that is as much as I can say about it, the warranty we were given with the fire is completely worthless, this was a selling point when we bought it, We recently had problems trying to light it so I thought I would change the battery, the battery compartment isn’t that obvious so I looked in the manual. Most of the manual appears to concentrate on the remote control model (which the showroom advised us not to buy) it appeared that over 75% of the manual was related to the remote control models. The manual is also an installation manual, (note to BFM customers rarely fit their own gas fires), there is no diagram show the battery cover, the batter holder for non remote control fires could be clearly marked but it isn’t. All in all the fire looks good but there are a few poor design flaws, a worthless warranty and very poor badly written manual and instructions for users, why cannot BFM supply separate fitting instructions and separate user instructions, one for manual fires and one for remote control fires or do they enjoy confusing customers.
I would never consider buying another BFM produced product again.

We had a fire installed 2 years ago and were very happy with it. However it recently developed a fault. The original installer was not interested because it was too far to come. We tried 2 other local engineers who both declined so we asked British Gas in, the result of of is that the fire is now condemned as unserviceable. Complete disaster! If you're considering buying a BFM fire check that you've got local support. For us, we have to get it ripped out and start again, just 2 years old.

BFM Aftercare and support has been very disappointing and a waste of time. As has the Kholanghaz fire range.

They have been hard to do business with. There have been a few issues with some of the fires of which iv had to spend a considerable amount of time getting them out to fix under warranty.
They try every excuse not to come out to fix….. before even seeing them!

I have installed 8 kholanghaz fires over the year and most have eventually proven to be of poor quality and unsatisfied customer. Cracked coal beds after a couple of uses , sooting up as over gased or under gased. Bare looking fires with coal lay out.

The most recent warranty call out was for a gas fire oxy pilot failing on the FIRST year service. After calling BFM Europe they told me that the OXY PILOT assembly must be changed every 12 months for the warranty to be valid. After stating that this seemed to be unreasonable as it is at an additional cost to the customer on top of price of the annual service of £42 every year.
They said just charge it back to the customer!

Oxy pilots assembly's are the most common part to fail on gas fires, get the last 20 years Iv not heard of having to change this part every 12 months nor has any other engineer Iv talked to.

It’s an absolute joke that they have to replaced every 12 months at an additional cost to the customer, as a heating engineer these fires are not a good enough standard to be on the market and are clearly not backed by there own manufacturer.

Please be aware of this and don’t loose loads of customers because of it like myself :(

I ordered a radiant for my Flavel Firenze. I was worried about it getting damaged in transit. But I needn’t of been. It was superbly wrapped and arrived in awesome condition.
The delivery and help from customer service was second to none. Thanks BFM

⚠️⚠️⚠️⚠️⚠️⚠️⚠️⚠️⚠️⚠️⚠️⚠️⚠️. GOT A FLAVEL ROMANCE DELIVERED BY THESE PEOPLE. IT ARRIVED THREE WEEKS AGO. COLDNT GET A GAS SAFE ENGINEER TO FIT IT UNTIL TOMORROW. SO TOOK IT OUT OF THE BOX YESTERDAY TO CHECK IT. IT HAS A DAMAGED FRET. THEY ARE REFUSING TO SO SUPPLY ME A NEW ONE SAYING I HAVE TO PAY £133 DISGUSTING SERVICE. I HAVE SUPPLIED THE PICTURES AND THEY ARE NOT INTERESTED. TAKE MY ADVICE DO NOT BUY ANYTHING FROM BFM EUROPE OR FLAMES . co.uk they take your money and run. Disgusting companies. Save your money or be warned ⚠️⚠️⚠️
Mr Delvaux
WOW JUST LOOK 👀 AT THERE RATINGS THEY DONT CARE. DONT USE THEM UNLESS YOU HAVE TO.

AWFUL CUSTOMER SERVICE

We've had an Alpena gas fire for 6 years. After 3 years the main gas valve failed and was replaced under warranty. After a further 3 years it has failed again but this time they want £200 on the grounds that the fire has not been serviced annually even though it is virtually unused in some years. We have also been informed by our very helpful service engineer from Oxford Fireplace Co that the part in question cannot actually be serviced.

This part is therefore the problem not the lack of servicing.

I contracted the manufacturer who preferred to stand by their legal rights rather than offer help to rectify their unreliable product. THIS IS NOT CUSTOMER SERVICE

Very poor customer service, would give no stars if this was an option, I purchased a replacement valve for my Kinder gas fire which was faulty and leaking gas, the part was £450 which seemed extreme but given the gas leak it had to be replaced, my gas engineer fitted the part, now it does not function correctly & will not adjust the flame, on contacting there so called customer service team i was told to get a replacement i would have to pay an engineer to remove the part, i would have to send it back to BFM for them to test, if they found a fault they would send a new one, the cost of the engineer for removal and installation would have to be paid for by myself, even though the part they supplied was faulty,
Please do not buy any product from this company as they will not cover your costs if what they supply is faulty.

Avoid buying the Kohlengaz Durlston balanced-flue gas fire with easy soft side button control. It is a nightmare. Will only light if the surrounding room temperatire is warm enough to get the thermocouple to work. Yes, that's right... apparently it meets the technical spec!! Even then it can take up to 7 mins to light AT BEST. On colder days forget it. It can take over 10 mins when warm enough and IF you are lucky. Apparently it has 4 attempts to light before needing to be switched off and reset. IF it will reset. Wish I'd been told that before I chose it. Nine times out of ten it still won't light. When it is on the side buttons get so hot after a couple of hours you can barely touch them to switch it off. Seemingly, this is acceptable as the fire is SO efficient. Luckily I only paid the deposit but have had to pay £108 to get a Kohlengaz Durlston balanced flue gas fire removed. Dead money! Now I don't have a fire and have to go on the hunt for another that actually works. Also, asked for a copy of the technical manual... STILL waiting and frankly not the most pleasant attitude when I asked for it from the woman who answered the phone. As I said... AVOID!

Appalling customer service, phoned to ask for advice regarding instructions, was told everything is in the booklet, to which I explained the reason why I was calling was because in fact it isn't. I kept being referred to the booklet and I asked for the page number where the information was if that was the case, which should have been no problem to indicate. The lady I was talking to was agitated and said it doesn't matter anyway as that wouldn't have any meaning to me, assuming I was in no shape or form able to understand the information anyway. Rude, unhelpful, discriminating! Making assumptions about my qualifications, which she doesn't have a clue about. Getting defensive because she knows very well the instructions that come with the fireplace are rubbish! Thankfully I didn't buy the fireplace off of them, it's unfortunate they manage the tech support service though.

I bought a Kinder Passion log effect fire from this company five years ago. It was over £1,000 plus fitting but we were replacing an old coal effect model. From the start, the fire didn't warm the room anywhere near as well as the one we removed. When I queried this I was told "the glass fronted models are more efficient" that may be so but they don't heat the room very well, they are nice to look at. 82.6% efficient but almost all of that goes straight up the chimney. I can literally hold my hand four or five inches in front of the fire when it's on maximum. In reality we used the fire once or twice a winter for five years. In the recent cold snap we gave it another try, the remote control failed which meant we had to take the WHOLE front off to light and adjust it. I called customer service and eventually got through. Had I had it serviced? No, it's hardly used. Had I checked the batteries in the remote and fire? Yes they are new. "You need a new remote control, these are £250 plus vat and delivery but you may be able to get one cheaper on eBay" That's it. I'm getting a quote to have it taken out and a small log burner installed.

Bought a Flavel Diamond HE fire for a new extension because it looks great. However, it is flimsy and poorly made, the glass screen soots up and it emits CO. There are no obvious faulty parts and Flavel have not been able to fix it.The installer believes it is inherently unsafe. Due to delays fitting it, we have not been able to get a refund. A lot of money wasted. Do not get one of these. They are dangerous.

Celsi Electraflame XD 3 months out of warranty.wont turn on.very little used.only help when you finally get through on telephone,try buying new parts! Rubbish product, rubbish aftersales.
DONT BUY!!!

Bought a Revolution fire. Absolutely terrible design. Each year you have to replace the thermocouple and the pilot assembly. Otherwise the fire won’t work. These parts are not listed on the parts shortlist nor is this hightlighted on the brochures. The website is next to useless and no alternative supplier, even if you knew the part number, is listed either. Had gas fires for many years and have only had to replace a thermocouple once and never a pilot. Do not buy this.

Most excellent customer/technical service. Sent them an email today about one of their older gas fires, at least 12 years old, with a technical query about batteries. Received an extremely full and helpful reply from Keith in their Technical department, just a couple of hours later.

Customer service is a joke, may as well not have one. Given 1 star as can't give 0! Products not fit for purpose and customer service totally unresponsive. Trust Pilot asks for date of experience this has been ongoing for over a year but can only enter a date. DON'T BUY ANY OF THEIR PRODUCTS Collection, Kinder, Virine, Kohlongaz, Global, Celsi, Flavel or Portway.

As I suspected most of the positive reviews are from companies who obtain supplies from them so it is not in their interest to be negative. My experience is very different. I have tried to engage with them 3-4 times to discuss purchasing a new fire without success. They simply ignore you

Finally a reply ! Surely it was not provoked by the review.