BFM Europe Ltd Opiniões 91

fire not working after phoning everyday for a week with no answer in a long queue phoned again this morning and waited for 45 minutes with no answer, left details through the contact website and no reply. this fire was an expensive purchase we are not at all pleased with the non service.where do we go from here?

My home was fitted with a kinder fireplace 22 years ago and needed replacing. Due to a prefabricated flue I chose the same updated model with a top of the range facia it was described as a slimeline model suitable for this type of flue. There are a load of on line seller advertising these products. When you have an issue though they just pass it on to the suppliers and you'll recieve an e-mail rather than being able to speak direct to the manufacturer. The coal bed and surround arrived damaged and a replacement needed to be sent. Another trip to the recycle centre to get rid of the packaging and broken metal parts. My installer arrived and fitted the fire but there is a inch gap all the way around. I was informed days latter that it was fitted with a spacer to allow for the short distance with the modern flue but not required in a normal chimney. Aesthetically it looks ridiculous and the advise was to get my installer to come back and try to remove the spacer and see if it fits. All at my cost of course. I'm really unhappy and spent over 1k on the fire and 300 on a fitter. If this goes wrong it's being taken out and an electric one fitted. I will not deal with any company that comes under this groups unbrella as the their policy seems to be, supply and ignore concerns. I informed them that had I known, I would not have purchased and still awaiting a reply.

I just wanted a couple of questions answered regarding the warranty for my Kohlangaz fire, however as soon as the phone is picked up after waiting in the queue, I hear some office noises, then the phone is immediately put down again. Trying then to call back, the queue system has gone and the call goes unanswered despite waiting ten minutes. Effectively ignored. Very poor service indeed

We bought our Passion HE log effect gas fire three and a half years ago. When it arrived the wrong frame had been sent without the space for the slide mechanism and two of the logs were broken. Replacement parts were sent quickly and efficiently.
We employed a local gas engineer to fit the fire and I must say it looks great and gives off a good amount of heat. We have a good central heating system so we don’t need a very hot fire and sometimes turn it off if the room gets too warm.
The inside of the glass does soot up after frequent use but is fairly easy to remove and clean from time to time.
The last time we cleaned the glass a few weeks ago we noticed one of the logs had broken in half spontaneously.
An email to the parts department resulted in a replacement log set delivered yesterday at a cost of £140! The log replacing the log that failed looks likely to fail again. We will not be purchasing any more replacement logs.
Otherwise no complaints with the fire so far and the customer service has been good.

Very poor quality products. Our gas fire failed after 3 years, just outside the warranty period and required a new controller to be fitted costing £450. Just 13 months later the same part failed again and because it was a month outside the 12 month part warranty BFM refused to help in any way. We will now replace the whole fire with another more reliable brand rather than throw good money after bad.

WHAT HAPPENED TO ALL THE 2026 ONE STAR REVIEWS ONE OF WHICH WAS MINE AND HAS NOW GONE!!!!!!!!

We bought a Kohlangaz fire 4 years ago with a 5 year guarantee. The fire was serviced annually by their local distributor in Birkenhead. The fire failed its fourth service with a cracked tray.The service Engineer advised us to claim under their guarantee. Somebody called Keith, their Guarantee Manager, took 3 weeks to even respond and was abrupt and rude. The local distributor Fireside by Design have accepted their liability and offered to fit the new unit for free. This Manufacturer should be avoided and their brands boycotted.
After months of haggling BFM finally agreed that our fire was covered by the guarantee.
After paying £138 the new unit was fitted on 31st. March 2026 from failure to fitting 12/01/26 to 31/3/26. As ever the fitters were excellent . Lions led by donkeys. Keep away from this Company.

Huge thanks to Lee the engineer who travelled over a hundred miles to fix our Flavel gas fire.

Bought a passion HE mk2 in July of 23, fitted October 23 due to redecorating, had it serviced Jan 25, Nov 25 after turning it on for first time after the summer I get a E48 fault code which is a thermocouple issue.
Stupidly I thought it would be covered on the 25 year warranty only to find the warranty to be valid you have to replace the thermocouple every year ? The part cost £ 140 plus fitting costs, total waste of money this fire, at a cost of £1600 it eats gas and struggles to warm a room. I wished I’d got a log burner.

We purchased a Celena Mk2 in November 2023 costing £2,400, within days the main gas valve had to be replaced (by BMF provided engineer), this too was vaulty and had to be replaced. When we had it serviced in November 2024 it was obvious there was some heat damaged caused to glass and to the top metal. In February of this year we sent photos to BMF and complained. Initially they said the damage could be due to it not been installed properly, when I countered this comment by informing them that the engineer they had sent out to replace valves had confirmed to us that the installation was fine, they tried to say they hadn't explained themelves very well with regard to replacements of valves. Today our engineer has been to service the fire and said he has never seen so much heat damage to a fire only 2 years old, it looks more like a 20 year old fire. We are currently unable to use it, as we await a safety check on it, and in all likelihood we will have to replace it. A complete waste of money, and the response from BMF in February shows they are unprepared to take any responsibility for the fires they sell. If I could give this company a minus rating I certainly would. Date shown not accurate as unable to get calendar back to 2023.

I have only given one star as I had to press it to be able to leave a review.
We bought a Kohlangaz Durlston BF fire in May 23 & had it serviced in May 24. We turned the fire on in October 24 to find it wouldn’t work. We accept that we forgot to have it serviced in May 25 but we’re still prepared to pay for a service in October 25 . However the company will they not honour our 5 year warranty registration. We didn’t need to put the fire during the summer so not something that crosses your mind. The part required is expensive and if we change this who is to say something else won’t go wrong and we no longer have a warranty. We are now having to pay out for a brand new fire for peace of mind.
I’m afraid their line “you now own an appliance that is manufactured to the very highest standards for both safety and durability “ is absolute rubbish! According to the service line this is why you must have it serviced. In my opinion a service is not a justified reason for a fire to break after 2 years! Clearly, not manufactured to the highest standards! I will never buy another product from Kohlangaz and I will tell everybody I know not to….

I recently purchased a new BFM Celsi electric flame e-DLX media wall fire costing over £1600. On the face of it this should be a great fire as it has an IR Remote control, App control and Alexa Skill linking for voice control. The flame effect is also pretty amazing. However, in its most basic function as a thermostatically controlled heater it is sorely lacking. When the fire is turned on, even with the heater off, the room temperature reading over time drifts up to between 2 and 4 degrees above actual room temperature meaning that the target temperature has to be raised 2 to 4 degrees above true room temperature to operate the heater either using the App, Alexa or the remote!

For example, if the fire is turned on to raise the room temperature from 20 to 21 degrees the fire responds correctly when first turned on. However, once the room has warmed to 21 and the heater cuts out, after a short period of time, the fire incorrectly registers the room temperature as 23 degrees and not 21. When the room then cools to say 19 degrees and the heater should turn on again it doesn't because it thinks the room temperature is 21 and not 19!

BFM say "we will investigate, but any modification will not happen any time soon, due to workload and current inventory level"

As a retired couple we could not take up the generous offer made of a visit to the factory. We are not in a position to have an expensive media wall remade with a different fire either so we are stuck with it! We do live in hope though that a suitable modification will be made to the fire which will result in it having a sensor which accurately measures room temperature.

As with many other reviews for the organisation, I wouldn’t even have given 1 star if it were possible to give 0 stars. The whole organisation is a disgrace, I had my fire stalled in Summer of 2024, used it over one winter and it broke down the following September- it lasted only 16 months and they offered no leeway on the standard 12 month warranty.
DO NOT BUY FROM THE COMPANY, they may provided pretty fires but their quality and back up service is atrocious.

paid 900 pounds for a celsi electric fire had it professionaly fitted warranty with bfm flame effect great but not used the heater as it was so hot summer but after 6 months l decided to use heater with it getting chilly this fire has a remote control which you can set a temperature and the fire switches off when that temperature is reached and then switches on when it drops this fire just stays on phoned bfm they sent engineer who was more concerned about treading on his glasses but maintained the fire is working ok and bfm just ignore the thermostat and the remote if its in the room just switch the fire off and switch back on when it gets cold l bought this fire because it would switch on and off and maintain the room at a comfortable temp and be economical they are not bothered at all wish l had read these reviews never again

Worst company I have ever dealt with, with their crappy fires.
Their customer care is none existence and they couldn't care less.
With a fire that gas constantly given us grief.
One year old and £700 plus fitting, now thinking of replacing it.
Need something reliable for this winter has we are both OAPs.
Money down the drain and definitely not up in smoke.
KEEP AWAY FORM THIS COMPANY

I bought a Kinder fire with remote control last September. It has given me nothing but trouble. I have had either a BFM engineer or the retailer’s engineer to it several times. Each time I think the problem has been sorted, it goes wrong again within a short time. In spite of the fact that the fire is only 10 months old and under an extended warranty, BFM have now sent me an invoice for £99 for their latest visit. They also mentioned withdrawing the 5 year extended warranty and making it a 12 month guarantee instead, plus making me pay upfront if I need any further visits. In my experience, this is a very unreliable fire and and the fact that the company is now trying to get out of its warranty obligations makes it not one that I would recommend.

I have seen a lot of bad reviews and was unsure how my order would go, but I must say that the BFM service was excellent.
I purchased the wrong spare part for my Flavel fire and needed to return it for a credit, this was done speedily and without any problems.
I ordered more parts which all arrived as ordered, however I needed an additional fitting which was not showing on the BFM website. Spoke to Keith in Technical, it was a 'Kan Ban' item so he just popped a couple in the post for me.
Excellent customer service, thank you Keith!

BMF Worst company ever. Di not purchase a kinder proclaim fire because this is the company that supply parts and give names and numbers of engineers that repair them.
My fire broke AGAIN in october. First engineer not available until april. 2nd said he will come next time in area???? 3rd one sent him video of problem with fire and he said he sent to bfm to advise.... kept asking him have you heard back. NO. Then after xmas looked to see if any reply and i am blocked. Bfm not interested.
I AM AN OAP WITH ARTHRITIS IN HANDS AND HADTO GO ALL WINTER WITH NO FIRE. NOW HAD TO PURCHASE NEW GAS FIRE FROM ANOTHER COMPANY WHICH I REALLY CANT AFFORD.
I AM DISGUSTED WITH BMF!!!!!

Purchased gas fire in 2022 customer service then was poor but contacted them in the last week as fire is not operating correctly. Had the fire serviced by heating engineer who said its still under warranty get the company to come out. That's easier said than done. Hours on the phone to get through over 3 hours one day to be told wrong department. Finally got through to Rob sent over proof of warranty and service records. Still got no reply as to appointment to sort fire. Have sent email to Michael Miller no reply to that either this company customer service is disgusting

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.