Modern Flames User Reviews

Modern Flames, LLC

Top reviews

Most RecentHighest RatedLowest Rated

App issues

The app used to work. Now, most of the functions do not work at all. The On/Off button does not change to “On” even though the fireplace comes on. None of the Heater functions work at all.

64tracks

23 days ago

Hester Function Doesn’t Work

Called the company. Left a voicemail as they don’t answer. Been almost a year. Shameful. I shouldn’t have to reset the entire unit in order for the app to allow me to turn on and off the Heater in the fireplace.

S G 449

2 months ago

Response from developer

Hello, Thank you for messaging about this issue, we recently performed an update in September time frame. Please reach out to our customer service via email at customerservice@modernflames.com to ensure they get back to you. They will need your model number, serial number and product virtual ID to assist with this issue you are having. Thank you for your time,

Excellent app but truly inconsistent: here is the story

I bought a $6000 fireplace from modern flames and after exchanging its remote twice (not working at all!) a local seasoned technician was sent by the manufacturer to dismantle it and reach its control box which is seated deep inside (which they first sent me s spare and a video and asked me to do it myself!!!). After 3 hours the technician gave up and left with both remotes to never come back again! I am now left with the App which works very well but intermittently: all controls are functional except adjusting temperature remotely. One has to get up and initiate it on the fireplace screen after which it can be controlled by the app. Do yourself a favor and buy a simpler but more reliable brand the the Orion series of modern flames: a joke.

Show less

Ismailia

3 months ago

Orion

Stopped working after current updates!!!! Avoid it

Ivan Dobrovolskyi

4 months ago

Response from developer

Hello, Thank you for messaging about this issue, we recently performed an update in September. Please reach out to our customer service to assist with this issue at 1-877-246-9353 Monday-Friday 08:00am - 05:00pm AZ MTN STD time. Or email them at customerservice@modernflames.com. They will need your model number, serial number and product virtual ID. Our team will assist in getting this to the right teams to get this resolved. Thank you for your time,

Editing schedule doesn’t work

I scheduled the flames to turn on every afternoon at 3:00. For some reason this also caused the blower to turn on. So I tried to delete the “turn on” period but no matter what I do, the schedule remains even after l reset and save. The gold “flame on” indication returns as soon as I tap “save”
Obviously no one on the development team tried deleting a scheduled event.

Show less

njiuyhb

5 months ago

Response from developer

Hello, Thank you for messaging about this issue. Please reach out to our customer service to assist with this issue at 1-877-246-9353 Monday-Friday 08:00am - 05:00pm AZ MTN STD time. Or email them at customerservice@modernflames.com. They will need your model number, serial number and product virtual ID. Our team will assist in getting this to the right teams in getting this resolved. Thank you for your time,

Orion Series

Control of heat/fan works sometimes with app remote and sometimes not. When will this be fixed? Seems to be a known issue.

ItsMeItsMeSamT

5 months ago

Response from developer

Hello, Thank you for messaging about this issue. Please reach out to our customer service to assist with this issue at 1-877-246-9353 Monday-Friday 08:00am - 05:00pm AZ MTN STD time. Or email them at customerservice@modernflames.com. They will need your model number, the serial number, and product virtual ID. Our team will assist in getting this resolved. Thank you,

App works fairly well

The app is working fairly well with our Orion Multi. The heater controls don’t really work at all unless we use the remote first to turn on the heater. Then the app will control the heat fine. We are dismayed at the lack of updates for the app and fireplace. When we purchased it (Summer 2023) we were told that new flame patterns were in the process of being filmed to roll out for Oct 2023. I’m writing this in March 2024 and sadly nothing has been changed or updated on the app or the available flames for the fireplace. We were also told a glowing log retrofit for the multi was on the way. Still no news on those either. Have you guys abandoned the Orion Multi?

free / freePrice