RUstice TImbers gas-burning fireplaces, factory built

The reports, as CPSC published them

1. No one hurt

   Made Jan 15, 2026 · , sent to the company Jan 28, 2026 · , published by CPSC Feb 13, 2026

   The product, in the report: Hargrove Vented Gas Logs HIdden Control Rusted Timbers serial number 3093784 receiver #24CPHC3F%

   We purchased a gas fireplace insert from Deans Fireplace in Plantsville CT in November. https://www.deanshouseoffire.com Phone 860.621.5311 They suggested one installer who told us he we were too far away and suggested we contact our gas company who would be installing the lines. Our gas company [REDACTED] This unit the Rustic Timbers is manufactured by Hargrove Premium Products https://www.hargrovegaslogs.com/ Phone 918 241 4166

   On Dec 15 2025, a Monday the gas line was installed and the unit was attached by [REDACTED]. The unit worked and looked lovely. That afternoon we lit it up and were enjoying it when my husband could not turn it up, turn it down or turn it off. We called [REDACTED] and spoke with [REDACTED] the installer. He then instructed us to turn it off manually at the side of the plate and then to turn off the gas. We did as instructed. We made arrangements for [REDACTED] to come back on Wednesday Dec 17 to assess the situation.

   On December 17, [REDACTED], the person originally recommended by Deans to install the fireplace Phone [REDACTED] came to our door. My husband had forgotten to cancel the original appointment. When we explained what happened [REDACTED] told us I know exactly what happened. He told us the receiver had burned up. He then showed us our burned up receiver. He told us that despite the manufacturers instruction on placement of the receiver it cant be placed there because they burn up. He had this happen once and learned he had to not follow the manufacturers instruction but instead put the receiver in a different position to keep it from burning up. He told us to call Deans as they would have to fix this for us.

   I called Deans, explained what happened, gave them serial number of the unit. They were unable to send someone out to us until January 8.

   I called Hargrove, the manufacturer. They told me they had not had this complaint and I should go back to Deans. They also told me I should get their Stealth Burner as it would be the better unit. Both my husband and I have spoken with Deans. In one call my husband spoke with a woman at Deans who noted this HAD HAPPENED BEFORE!!!!

   On January 7th our building inspector, [REDACTED] showed up. We told him what had happened and he concurred that this was a manufacturing incident and should be reported to Consumer Safety at the government.

   On January 8th [REDACTED] came out from Deans for a fee and Fixed the unit. I say fixed but I think the term should be [REDACTED] rigged the unit. It now works. It is off center to keep the receiver away from the fire. The receiver is positioned up against the opening and black corrugated tubing and red wires are apparent. We complained and [REDACTED] said he could lay the receiver down and bury the red cord under some of the materials. This would entail another cost and visit. He also told us that New England Fireplaces were built to cast the heat our and therefore got hotter and this was the reason the receiver burned up. We asked if this is the case why is this unit sold in New England? We live in New England!

   I have attached all correspondence and pictures.

   We believe this is:

   1. A consumer safety issuea fire fueled by gas could have resulted. The flame was uncontrollable 2. Deans and possibly Hargrove knows of this danger and continues to sell this unit 3. We are owed a full refund of all dollars spent on the unit emails Dear [REDACTED],

   Thank you for taking the time to reach out, and we are very sorry for the stress and frustration this situation has causedespecially during the holiday season. We understand how important it is for your fireplace to operate safely and reliably for your home and gathering plans.

   Our apologies for the delayed response. We are just getting back into our normal hours following the Christmas holiday, and this coming week is also abbreviated.

   Even so, we are doing everything possible to assist our customers as quickly as we can.

   We want to clarify our role in this process. We are the retailer and service provider for this product, but not the manufacturer. We follow the manufacturers specifications, engineering guidance, and warranty procedures. When issues are reported, we communicate them directly to the manufacturer and act based on their direction.

   Regarding your concerns:

   1. Design Flaw We have received only a couple of similar reports in the field out of the hundreds of units we sell each year. In those isolated cases, the cause was linked to installation-related factors, such as burner sizing or component placement that did not align with manufacturer specifications. We have already contacted the manufacturer, and they have assured us this is not considered a widespread design flaw.

   2. Why We Sell the Rustic Timber Model This model remains fully supported by Hargrove, and when installed according to their specifications, it performs reliably for the vast majority of customers. The manufacturer has not issued any advisories, recalls, or service bulletins regarding this concern.

   3. Replacement Considerations Any decision involving replacement of the unit or its components falls under the manufacturers warranty authority. We can facilitate communication, provide documentation, and perform any work they authorize, but the manufacturer ultimately determines whether a part or full-unit replacement is appropriate.

   4. Scheduling We currently have you scheduled for January 8th with our service technician, [REDACTED]. At this time, that is our earliest availability. We understand this timing is not ideal, especially for the holidays, and if an earlier opening becomes available, we will reach out to you immediately.

   Regarding your note about your nursing background, we absolutely respect your experience and the level of responsibility you carry in caring for patients. At the same time, it is important to clarify that a decorative gas log set is considerably different in nature. This is not a life-or-death device; it is a decorative appliance intended for aesthetics and ambiance. While safety is always extremely important, the risks, operational expectations, and service requirements are fundamentally different from those in clinical patient care.

   If you would like to escalate your concernsparticularly regarding warranty approval or potential replacementthe manufacturers customer service team can be reached directly at: Hargrove Customer Service Phone: (918) 241-4166 Toll-Free: (800) 725-4166 Address: [REDACTED] Sand Springs, OK 74063 Email: https://www.hargrovegaslogs.com/contact

   We genuinely appreciate your patience and understanding. We will continue to work with the manufacturer to ensure this matter is resolved properly, and we are here to assist with anything further in the meantime.

   Warm regards, -Deans Team

   From: [REDACTED] Sent: Thursday, December 25, 2025 10:41 AM To: Info Mailbox <info@deansstove.com>; Sales <sales@deansstove.com> Cc: [REDACTED] Subject: FW: Hargrove fireplace insert design flaw

   I am checking in. It has been 7 days since I sent this letter and I have not received even a phone call. [REDACTED]

   Guard against the impostures of pretended patriotism [REDACTED]

   [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED]

   From: [REDACTED] Sent: Thursday, December 18, 2025 9:27 PM To: ‘info@deansstove.com’ <info@deansstove.com> Subject: Hargrove fireplace insert design flaw

   Dear [REDACTED]: I am writing to you in distress. My husband [REDACTED] and I purchased a Hargrove fireplace insert from you on November 11. We were happy with your sales person. He gave us the name of a gentlemen that he recommended install the fireplace. We called this man, [REDACTED] and he told us he lived far away (we are in [REDACTED]) and suggested we find someone else. We called our local gas company and their service man [REDACTED] came and installed the fireplace insert ACCORDING to the manufacturers specs. We lit it up and were delighted with the effect. We turned it off and then turned it on later in anticipation of a friend visiting. When he arrived we showed him and then attempted to shut it down. It would not shut off, or go up or down. We called the installer and he walked us through how to use a shut off on the right of the unit to shut it down. On Wednesday we had called Deans when [REDACTED] showed up (in a blessed mix up). We told him what happed and he said I bet I know what happened. He took the unit apart and in 2 seconds explained there is a design flaw in the unit where the receiver is on the left rear under the unit. This caused the unit to melt! He said he had installed one of these and the exact same melt down happened. He now moves that receiver to the right whenever he installs this unit. He told us to call Deans with the serial number and number of the sensor which will now need to be replaced. We called yesterday finally got a call back today and were told Deans could send someone on January 8. I have a 20 coming Christmas Eve and this is our Christmas present.

   My questions to you as the owner of this company 1. Do your salespeople know of this design flaw? 2. Why do you continue to sell this model Hargrove Rustic Timber? 3. Should we ask to have this taken this back and get a whole new unit without a design flaw? 4. Can you get someone to my house before Christmas Eve to fix this? I am a 73 year old nurse, if I allowed such mishaps to happen when caring for patients deaths would have resulted. I am disheartened recently by the lack of care and attention to detail surrounding me. I look forward to hearing from you. My numbers are below. Sincerely, [REDACTED] email I am sending you these pictures because we are not at all satisfied with the outcome of the fix to our brand new fireplace malfunction. As you can see

   1. Red Wires clearly show 2. Fireplace is now off center 6 inches one side, 10 inches the other 3. Black corrugated tubing clearly showing 4. Receiver box leaning up against right side of the fireplace 5. This fireplace is clearly not installed according to manufacturers instruction

   I have contacted Hargrove as you suggested they tell me to contact you. This is a very frustrating loop. How to make this correct? A new fully functional esthetically pleasing unit. Hargrove suggested I ask for the new Stealth unit, as it addresses the issues that came up with this unit. Please respond to this letter with a phone call. [REDACTED] My next step is to contact CT Consumer Protection as suggested by our town code inspector when he saw the fireplace to inspect the gas lines.

   Model

   Rustic TImbers

   Serial number

   3093784

   Bought from

   Deans Stove and Spa 860.621.5311

   Bought

   Nov 11, 2025

   Where

   Sharon, Connecticut: Home/Apartment/Condominium

   Who was involved

   Age 79, Male

   The reporter’s relation to them

   My Spouse

   As this report names them

   Brand RUstice TImbers, made or sold by Hargrove Manufacturing, LLC

   How badly, in CPSC’s words

   Incident, No Injury

CPSC’s disclaimer

Sources