For service, we are happy to help with any questions you may have. Please browse some of our most frequently received questions, below.


Service FAQ

What should I do to prepare for a service call?

DO NOT operate the fireplace on the day of your service call. The technician will be disassembling the fireplace and cannot do so if the fireplace is hot. The best way to prepare for a service call is to provide the make and model of the fireplace, if possible. Also, move any furniture or decorations surrounding or in front of the fireplace. During the service call, the technician will need ample room to disassemble the fireplace to perform inspections and repairs.

What is the make and model of my fireplace?

Typically, the make and model of the fireplace is located in the front lower compartment of the fireplace. This information can be listed on a removeable card or a sticker affixed to the lower portion of the fireplace. Freestanding fireplaces usually have this information listed on the back side of the fireplace or a card affixed to the lower portion of the fireplace.

This information is very important as it can help our technicians and office staff better prepare for our upcoming service call of your fireplace. We carry a wide range of service parts on our vehicles but this extra bit of information combined with a description of the problems with the fireplace helps our technicians to try and make sure we have the appropriate parts on hand for the repair and in some case allows for our team to purchase the needed parts if we do not normally stock them.

Providing the make and model of the fireplace is not mandatory. If this information cannot be provided the service technician will investigate during the service call.

What type of fireplace do I have?

Recognizing your type of fireplace is a big help when quoting estimates for repair. Each fireplace is a little different but we are more concerned with the type.

Gas Inert: A gas insert is installed into a masonry fireplace with a masonry chimney. An insert may also be installed in a metal wood burning fireplace. The key part of a gas insert is that it is installed in a preexisting wood burning fireplace.

Zero Clearance(ZC): A zero clearance fireplace is built into the framing of the house and has a smaller vent pipe that exits either the sidewall or the roof of the house. Typically, this kind of fireplace has a tile face and a mantle surround the fireplace.

Freestanding: A freestanding fireplace looks like a traditional wood burning stove and the vent pipe exits the side wall or roof.

Linear: A linear fireplace is a newer style of fireplace and is long and rectangular. The fireplace has the shape more of a fish tank than a traditional square fireplace

Log set or log lighter: A log set is manufactured logs in an open burning fireplace. They are installed in a wood burning fireplace or metal wood burning fireplace. A log lighter is for assisting in wood burning fires and is installed in a wood burning fireplace.

What do you inspect during a service call?

Service calls consist of a multi-point inspection of the fireplace to ensure proper installation, operation, and maintain manufactures specifications.  We also check for safety issues and gas leaks within the fireplace.

During a service call, repairs are made as needed and approved by the homeowner. Recommendations for future repair and part replacement are also provided.

How often should I service my fireplace?

Factory recommendations are for service maintenance of the fireplace once a year. Forgoing service for multiple years generally results in part malfunction and damage to some components. Fireplace manufactures change their product lines frequently and some replacement parts eventually no longer are manufactured. By completing regular maintenance you are assuring a longer life span of your fireplace.

Can I arrange my logs in any pattern I like?

No, all fireplaces have a predetermined layout, designed by the manufacturer in conjunction with the burner layout. Moving the logs into different positions or orientations can cause extreme malfunctions of the fireplace causing damage and even fire.

The only type of fireplace that you can arrange the logs yourself is a gas log set.

Can I get a remote for my fireplace?

Yes, most fireplaces have the ability to add a remote system. In rare occasions, few fireplaces will not allow the addition of a remote.

Can I get a fan for my fireplace?

Yes, most fireplaces have the ability to add a fan system. In rare occasions, few fireplaces will not allow the addition of a fan.

In order to add a fan to the fireplace, there must be 120Volt AC power to the fireplace. If there is not, an electrician will need to be involved to add the fan kit.

Fully licensed and insured with a focus on safety. We specialize in gas fireplace
installation and repair, including gas stoves and gas inserts.
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