Modern Flames

My customer service experience was exceptional! LJ not only listened patiently and respectfully to my issues with my fireplace remote, he acknowledged that the company was aware of problems and rectified the problems and offered to immediately send me out a new one. I was all ready to debate with this young man about replacing my remote, but he took the wind out of my sails by being honest and recognizing the company’s issues with their product, and agreeing to replace the defective device immediately. Kudos to Modern Flame and LJ for providing outstanding customer service!

We bought a Modern Flames fireplace and loved it the first year. Now we are having issues where it will not turn on. We have called Modern Flames multiple times and cannot get to a live person. We leave messages and no one returns our calls. HELP!!

We purchased the Modern Flames Landscape Pro Multi 56 inch 3-sided fireplace with TruWood insert for our master bedroom. The fireplace is high quality and we love how it looks behind tile in our master bedroom. Even better than the fireplace itself is the customer service at Modern Flames. Our electrician installed the fireplace, but it would not turn on. After the electrician ran tests on the wiring and insisted it was correct, I called the tech team at Modern Flames (LJ and Anthony). These guys are so knowledgeable and walked me through every step of troubleshooting over FaceTime. As it turns out, they were able to determine the electrician did not wire the fireplace correctly. So even though it was not a Modern Flames issue, they helped pinpoint where the electrician went wrong. These guys deserve 10 stars! You get what you pay for with this US-based company. Modern Flames is the best!!

We purchased our beautiful Modern Flames Fireplace and it’s truly gorgeous and we get a lot of compliments on the style. We had to contact LJ with tech support to assist us with the multiple use of the remote controls. LJ was very patient, professional and knowledgeable of the product. Thanks again LJ for making our customer experience a great one!

Anthony with customer service called me to resolve a warranty issue with our electric fireplace. He was very nice and accommodating. We are happy with how the company handling the issue. The fireplace is beautiful and we get compliments all the time.

Anthony provided excellent support. Very helpful in the process of determining what was wrong with our fireplace. Rapid and courteous communication throughout. Highly recommend modern flames as a company that has excellent product support.

We had our Modern Flame Orion fireplace for a couple years now. We had been very happy with it. Posting this review now because we had to replace one of the control boards and do an upgrade to the flames and logs. The tech from our local dealer came out to do the work ran into some issues. But we were able to reached out quickly to Anthony M. at Modern Flames and he was able to provide a lot of help to get the fireplace upgraded. Anthony was knowledgeable about the specs of my unit and was able to answer all our questions. After the initial phone call, he even provided us with his direct cell and followed up to get my remote paired and re-added the fireplace in the iOS app. I would definitely recommend Modern Flames for their products and especially due to the excellent tech support provided by Anthony M.