Escea Fireplaces Reviews

Finally an update and a positive result before Xmas. We have agreed that we cannot change the past and I certainly was a very angry customer as nobody likes to be ignored so I have left my previous review as it reflects my experience. I ended up speaking to Patrick, even though I was completely over it and he organised a replacement fire to be installed by a different contractor! Moral of the story there is always hope Gandalf Peak Plumbing from Napier were fantastic. Professional, competent, polite, well trained contractors certainly make a difference. Some good modifications have been made to the fire, we watched the install carefully. We also engaged in some straightforward dialogue regarding customer service and I hope that has assisted with training and helped other customers attain a satisfactory resolution. I have been advised that Escea are proud of their product, brand and are committed to their customers. Our latest experience has given us some hope that this is the case. The output of heat from the fire is terrific, it looks great, I hope I never have to complain again. We still have to use it, it s too hot right now so the jury is still out for us. We will keep you posted, at the moment we are satisfied, it s always such a long way back from angry but we are now hopefully on the right track.

Pre resolution review
Do not buy one of these fireplaces whatever you do. They look nice at first but since installing our fireplace we have had issues every year. The first one was an ignition issue and they contacted us, in writing not to use our fireplace as some fires had the glass front shatter. Since that upgrade , code for fixing a dangerous design error, we had further ignition and fan issues, every year and I have doubts whether the appliance has ever been safe. The contractor they recommended has left soot all over our carpet, damaged the masonry around the fireplace, left the fireplace strewn all over our living room, replaced the flue, put bolts in the fire bed under instruction from Escea and started the fire remotely without telling us. After three years I decided to file a complaint with the disputes tribunal but had to install a heat pump to heat our living room in the interim, it s been 13 months since the last issue was raised. They finally agreed to replace the fireplace after 3 1/2 years of letters and filing the complaint but they will not take responsibility for repairing our home or reimburse us for having to buy an alternative heating appliance so we will most probably end up in court unless Fair Go will take them on. Take a look at the other reviews in NZ and Australia and if you are like me, the unfortunate owner of one these fireplaces, file a complaint, write to Fair Go or go straight to your lawyer, they do not take Consumer or health and safety law seriously and treat their customers with contempt.

Kiwi manufacturer making beautiful high quality fireplaces primarily for the New Zealand and Australian markets.

First in world to have an APP controlled fireplace.
Energy efficient, high quality, well designed, locally kiwi manufactured.

In 2013 my company bought 15 Escea IB600 gas fires for just less than NZ$6000 each. They failed repeatedly for years. After years and years of fighting Escea we have nothing to show except for thousands of dollars in "servicing" fees. DO NOT BUY THESE FIRES. Be warned. Escea has failed products and an extremely poor servicing/backup/warranty record with my business. Never again Escea.

We recently installed an Escea DS1150 in our new home. Prior to installation, we had many design questions that we discussed with Richard. A big, big thank you to Richard who answered all our questions. He was a pleasure to deal with.

Love the escea 1500 double sided fire, but extremely disappointed with the condensation that has formed in the glass only after a few months.
Woman at Dunedin Head Office said I could clean it myself. The glass is too heavy and complicated to take out . Not good enough. Looks dreadful and dirty in the sunlight.

Re: Software Iphone App update. Contact with Brent Butler at Escea technical was seamless informative and straight forward. 3min on the phone coupled with with instructions for an IP address change and we can continue to look forward to activating our DX1500 from virtually anywhere. This is the second time Iv'e dealt with Brent ( previously at the Christchurch Home Show a couple of years ago). For a Techo to deal with non Techo's he really knows his stuff and looks at challenges from a customers point of view.. outstanding company, outstanding personal .

I having been trying unsuccessfully to get the timer function on my ST900 to work for over 3 years. Escea have finally said they have a solution after me following them up, but I have yet to receive the instructions on how to do it. I bought this unit after the ChCh earthquakes because it runs on a battery if needed (a big drawpoint when you have lived without power for a month) and it has been the biggest disappointment. Escea's customer service has been incredibly slow and driven by me. I would not be able to recommend them.

We ve had out fireplace for 3 years now and have had no issues at all. The team at Escea are always very friendly and helpful , I d forgotten my password for the app which is vital during winter when both of us work Their recent upgrade was straight forward and Brent was awesome to deal with.

We also have a fantastic gas fitter who recently did a service for us, so I cleaned the glass inside as it was a little dirty, I was surprised at how easily the stuff came off

Great workplace, nice people, very customer focused

Brought a house with an Escea fireplace in it and it's been great. The remote batteries corroded and broke the terminals and so needed a new remote. Escea found an old model remote which worked with our older model fireplace and replaced it free of charge. Very happy.

A kiwi company manufacturing some of the most impressive fireplaces on the planet from little old Dunedin. Talented and friendly team, if you're considering installing an indoor or outdoor fireplace look no further!

We had the best experience with the team at Escea Dunedin.
We had an issue with our fire remote (battery terminal corroded being about 15 years old).
Elizabeth kindly sent us a new remote with the instructions on how to pair to fire.
All done and now nice and cosy.
Thanks

I have had fabulous Service from escea service person Steve and the service gas installer they couldn t have done a better job and am thrilled with the results. It looks amazing.
Thanks to you both.

If you are about to purchase a gas fire I would run a mile before considering Escea! We just spent $8000 on a new fire place. It worked for 4 days and has broken. The installer that installed it says there is nothing he can do to fix it and palmed us off to a Escea who have zero customer service palmed us off to some other maintenance crowd who are too busy to come and access the issue. So, despite it being the middle of winter and our considerable investment on a brand new fire, we are sitting in the cold. Wondering when someone might come out and look at our brand new broken hunk of expensive junk. So so disappointed we went with Escea.