The first one that arrived wouldn't ignite, despite + 2-hours of an expert (gas company) exhausting every avenue. Re-packaged and sent back to Amazon for a replacement, which the claims process makes ridiculously simple.

The new one arrived a few days later, and while it holds a flame, 3-logs were either cracked in half or riddled with large chips / chunks. There's a long line of folks who have repprted similar complaints, and we were evidently hoping against hope packaging integrity was solved. Unfortunately, this wasn't the case, and now we're awaiting a log replacement response from Sure Heat.

Nice log set at a good price. Came with a couple broken logs and I've yet to intall it.

You certainly get what you pay for. 5 of the logs were broken upon receipt, which is not the end of the world. The bigger issue is I payed to have it installed and it worked great for the first hour.
Now it turns off after 5 minutes of use.

Item was delivered with x2 broken logs. If you read through all the reviews here on Amazon, you'll see this is not uncommon. We went ahead and installed it anyway since our last fireplace died and it will take weeks to get our tech back out here. This product is so bad, we don't even bother turning it on anymore. There is no way this thing is producing the 24K BTUs we read about. Our opinion is that the heat it produces is so low, it is purely for decorative purposes. Not compatible with a remote. Not compatible with a wall-unit. I am replacing this next winter.

Gas log (NG) works OK. But there are issues. The gas control works backwards (in my opinion.) Counterclockwise for more heat and to start pilot light. There is no index mark for a first-timer to know quite how it works because it is counterintuitive and instructions are sketchy on this.The control has a cheap feel to it. Inconsistent rotational tension as one rotates the knob. At first it felt like I might break it. It's not as smooth as our gas range. Nonetheless, it all works as advertised.

The REAL problem was THE SMELL and the thin smoke from the logs. The smoke seems to be from the paint they use--and the thickness of the coating. It set all the surrounding rooms' smoke alarms off. It was a bit scary at first. I hope it wasn't toxic. Even after nearly two hours, the stench and the smoke continued. (I temporarily disabled the smoke alarms.) Finally, I just decided to take the logs out and "cook" them in the outside grill. It didn't really do much good. Less smoke now, but it still stinks. I'm now going to try to have the logs sand-blasted. I'll follow up let you know if that worked.

I've thought about calling the company for replacement (unpainted) logs, but after my earlier experience with their tech support, I decided not to try this. Besides, the cost of shipping concrete logs would be more than just sandblasting them myself, or finding some closely matching used ones at one of the local fireplace shops.

(My earlier call to them resulted in a about an hour wait on the phone and though the tech was a good person with good information, he was pretty non-committal about my changing the direction of the elbow. My gas supply comes from the left, and he said that most homes are built with the supply on the right. I changed it anyway. He also told me that the index mark -- which didn't exist on mine -- was at the three o'clock position. That helped, since the heat numbers are sideways, and unless you know how this gas/pilot control works, it's not obvious where the clicks and the numbers are supposed to go.)

Even without the logs, the system works and puts out plenty of heat. In my opinion, the pilot is too bright and strong, and in the wrong place. I'd rather have it hidden rather than be so obvious right up front and center of the fireplace. But that's just me, I suppose. But to prove this point, when my wife first started using it, she asked me why she couldn't get it to completely "stop burning" even when it was thermostatically cycled off, or even with the knob in the minimum position (less than "1") and why it continued to burn a bit. I had to explain that she was seeing the pilot light! That's how obvious the light is is!