FREQUENTLY ASKED QUESTIONS
Q: My glass door is off the track / has broken glass / isn’t operating smoothly. Do you fix that?
A: In over 75% of cases the original manufacturer of that glass door is no longer in business. Because these manufacturers typically used “proprietary” parts, there are no “universal” repair/replacement parts unless you’re 100% sure who manufactured the door AND they’re still in business. We’d love to show you what we offer in terms of new glass doors that will update the look of your fireplace AND function correctly!
Q: What kind of wood fireplace do I have?
A: There are two main types of wood fireplaces: Masonry and Factory-Built. You can usually tell if yours is Factory-Built because your chimney structure will have siding around it. If the chimney structure is brick inside and out, then it is most likely a masonry fireplace. **Brick on the inside does not necessarily mean you have a masonry chimney. LOTS of Factory-Built fireplaces have decorative brick surrounding them to give a more traditional look.**
Q: My fireplace is neither of those. It’s in a “bump-out” on the side of my house and there’s a metal vent cap on the back. What is that?
A: You likely have a direct-vent fireplace. These are framed into the structure of newer homes. They use outside air to burn and vent back outside (through that metal cap). These typically will have a glass window and/or a fixed screen on the inside. These can often be easily outfitted with a thermostat and/or remote to improve ease of operation!
Q: Are there other types of fireplaces?
A: YES! There are several other types of fireplaces that you may have in your home including Vent-Free, Natural Draft, or B-Vent Fireplaces. Each one is designed differently and functions in a specific way! Stop in to one of our stores to discuss with a fireplace specialist what you have and what options are available to change and/or update it!
Q: My pilot won’t stay lit; it’s a bad thermocoupler, isn’t it?
A: Unlikely! Although thermocouples and pilot assemblies DO occasionally go bad and need to be replaced; MOST OFTEN when the pilot won’t stay lit, a thorough cleaning by one of our NFI-Certified Fireplace Technicians will get it back up and running. The thermocouple is part of a safety system include in MOST fireplaces and it’s main purpose is to tell you that the fireplace isn’t functioning properly! Manufactures of gas fireplace recommend ANNUAL service of their products—when was the last time you had yours cleaned and inspected?
Q: I bought a vent free log set at a garage sale/online, can you install this in my fireplace?
A: Unfortunately, no, we only install approved items from Vendors we work with and trust.
Q: My fireplace doors are outdated and ugly, I brought in all the measurements you will need, I want to place an order for a door now.
A: We appreciate your efforts and applaud your enthusiasm! However, we provide a free in-home quote and precision measurement for our door installations to ensure they fit perfectly for your application the first time!
Q: I've had my grill for a really long time and would like to keep it running as long as I can, can you help?
A: Although finding these parts is becoming more difficult every year, We have access to many older style grill parts and stock an array of replacement parts. We will do our best to keep your grill running for years to come!
Q: My fireplace makes strange noises/is making small explosions/ smells overwhelming like gas or kerosene. Should I keep using it?
A: Anytime you feel like there is an unsafe condition with your fireplace caution should be first in mind. We recommend turning the unit off and having our service technicians come out to check on the situation. If you ever feel an unsafe condition is occurring with your fireplace call emergency services for assistance!